When what you booked online isn’t what you wanted

No wonder people still are turning to travel agents to book their trips. When things go wrong for travelers, they expect someone to help them.

It’s frustrating to wade through electronic phone prompts to reach an airline reservation agent or customer service at an online travel agency.

Firms such as Expedia, Orbitz, Travelocity, Quikbook and Hotels.com (and, to a lesser degree, Priceline), like the airlines, offer the option of talking to a representative. (With Priceline, the call policy only applies to help booking a hotel room, cruise or tour package.)

When Christa Brantsch, a Chicago substitute school teacher, bought a $2,000 four-night Expedia package tour to Nassau for a late March getaway for her and her 15-year-old daughter, she did so online. Her main concern was having a relaxing holiday at a good price.

But, Brantsch said, when she got to the three-star Sandyport Beaches Resort, it didn’t have some of the features touted on the Expedia Web site.

There were no blackout drapes. No in-room safe. No daily housekeeping. The voice mail didn’t work. Neither did the clock radio.

It was so tiny she had to pay for an adjoining room. And the resort’s restaurants were closed for renovation.

Brantsch said she tried to reach Expedia customer service several times to complain, but got busy signals or was put on hold. She said she gave up calling to avoid hotel long-distance charges.

She filed complaints with Expedia after she arrived home, once being put on hold for 52 minutes. She eventually received a $450 refund, but not what she had asked for or expected – a full refund.

In addition to the refund, Expedia said it issued Brantsch a $200 coupon for future travel. In a letter to her, the company said, “We consider the matter closed.” But it did say it would look into Brantsch’s feedback on the Sandyport Resort.

So how do Expedia and other online agencies say they deal with problems that pop up either during a trip (like what happened to Brantsch), or before (such as cancellations/changes), or after (including refunds)?

“Expedia.com (800-397-3342): The Bellevue, Wash.-based company said its customer support agents are available 24/7 via this phone number or by a customer support inquiry link on its Web site.

“Contacting us by phone is best for a couple of reasons,” an Expedia spokeswoman said in an e-mail. “The live dialogue expedites the resolution and minimizes the lag time inherent in e-mail communications.”

When it comes to cancellations, Expedia said penalties can vary for different bookings and may include fees. Clients are notified of penalties associated with changes and cancellations when they book. Most airfares, for example, are subject to change and cancellation fees.

As for refunds, Expedia works with travelers on a case-by-case basis. Some refunds are made in seven to 10 business days from the transaction; others can take 30 to 60 days.

“Orbitz.com (888-656-4546, or 312-416-0018 from outside the U.S.): Customer care is available 24/7, a spokesman for Chicago-based Orbitz said. Travelers are urged to sign up for Orbitz TLC, which can alert them about air traffic control and weather problems via text message, cell phone, e-mail or PDA; up to six other contacts can be listed to receive this trip information.

Customers can cancel reservations by phone or online under the My Trip tab; depending on reservation rules, there may be fees – so ask when booking or read the fine print.

If Orbitz is the merchant of record, refunds are generally completed within seven to 10 business days from the time of request. Otherwise, refunds can take two or three credit card billing cycles.

“Travelocity.com (888-872-8356): If something goes awry on a trip, phone this number for customer care. By entering the trip identification number, clients are routed to a priority queue for prompt attention – but expect to be led through myriad prompts before you reach one.

To cancel a flight or a hotel room, go online or call the customer care number for the Southlake, Texas-based company. Cancellation fees vary depending on the supplier and the situation.

Detailed information is available at Travelocity by clicking on the customer care tab. Since every situation is different, Travelocity said, it cannot say definitively how long it takes to get a refund.

“Priceline.com (800-774-2354 for hotel bookings, 800-735-8000 for cruises, 800-658-1496 for tour packages): Customers are given contact phone numbers when they book. If something goes wrong, Priceline recommends that customers talk to the supplier first and contact Priceline if the problem can’t be resolved.

The Norwalk, Conn.-based firm gives customers a choice: purchase a published price ticket, where they see the price up front and select the exact brand and itinerary they want, or use the Name Your Own Price service, where Priceline picks the brand and itinerary. In the latter, all sales are final, with no changes or cancellations allowed after purchase.

The published price option is subject to the change/cancellation rules in effect with the supplier whose product is purchased. There may be change/cancellation fees imposed by the supplier and Priceline.

Refunds depend on whether Priceline or a specific supplier is the merchant of record. Priceline refunds take five to 10 days after reimbursement from the supplier.

“Hotels.com (800-246-8357): Consumers can book accommodations online or by calling the 800 number. If there’s a problem at the property, talk to the front desk or manager as soon as possible. If the problem doesn’t get resolved, call the 800 number.

Customers can change or cancel a reservation without Hotels.com fees, but hotels may impose their own fees. When a customer cancels a booking, it may take from 30 to 60 days for the account to be credited after the cancellation.

Those with complaints about a property can call the 800 number or e-mail the firm by clicking on customer care on the Hotels.com home page.

“Quikbook.com (800-789-9887): Customers can book a hotel room via the New York firm’s Web site or by phone. Its call center is open six days a week, from 9 a.m. to 8 p.m. Monday through Friday and from 10 a.m. to 5 p.m. on Saturday (no one is available on Sundays).

Cancellations and changes also can be made on the Web site. Fees vary. If a customer books a pre-pay hotel, there is a $10 service fee.

Quikbook’s customer service department assists clients who have booking problems and tries to resolve cases within three working days.