‘Glitch’ causes Orbitz rental car name switch

Orbitz this evening is expected to alert customers to a “glitch” that may affect several thousand car rental reservations. In a memo sent to car rental companies yesterday, Krista Markowski, a senior account manager, warned that the electronic hiccup, “may create a customer service issue at the counter.”

The bug only affected customers with more than one name in their profile, according to Orbitz spokesman Brian Hoyt. “If there was another name in someone’s profile, the reservation may have been made in the other name,” he said. “To be on the safe side, we’re sending a note to every one of our customers.”

In the memo, Markowski had asked car rental companies, “Will your locations honor these reservations even if the name on the reservation does not match the name of the person picking up the car?”

Apparently, it didn’t get the answer it wanted.

Orbitz will ask customers with car rental reservations made between Aug. 18 and 24 to check their “My Trips” folder online. If the name on their reservation is incorrect, it is advising renters to cancel their reservation and rebook. If the price has gone up, Orbitz will reimburse its customers the difference.

Orbitz has had its fair share of price glitches, also called “fat finger” fares, as I’ve noted in previous columns. But it’s been vigilant about fixing the errors, especially in the last two years.

Christopher Elliott is the author of Scammed: How to Save Your Money and Find Better Service in a World of Schemes, Swindles, and Shady Deals. Critics have called it “eye-opening” and “inspiring” — it’ll “grab your attention and won’t let go.” Order your copy now on Amazon, Barnes & Noble or iTunes.

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