Orbitz Secures No. 1 Ranking by Independent Customer Respect Study for Third Consecutive Year

Orbitz Introduces another Industry First in Customer Care with 'Critical Care

Alerts'



Feb 10, 2005, 00:00 ET from Orbitz

     CHICAGO, Feb. 10 /PRNewswire/ -- Orbitz, the site that makes travel
 easier, ranked No. 1 in online customer experience for the third year in a row
 in the First Quarter 2005 Online Customer Respect Study of the largest Airline
 and Travel firms.  The study was conducted by The Customer Respect Group, an
 international research and consulting firm that focuses on how companies treat
 their customers online.
     Orbitz received the best rating, 8.6 out of 10, which was significantly
 higher than the average of 7.3 among the other travel companies surveyed.
     "At Orbitz, our goal is to make travel easier and we know that a good
 online experience is the first step in creating a happy, loyal customer," said
 Eliah Kahn, senior vice president of Customer Experience at Cendant TDS.
 "From our one-of-a-kind Care Alerts to our fast email inquiry response times,
 we are continually making enhancements to the site to ensure we are meeting
 our customers' every need."
     The independent study, in its fourth year, is the only one to bring
 objective measure to the analysis of corporate performance from an online
 customer's perspective. It assigns a Customer Respect Index (CRI(TM)) rating
 to each company. The Customer Respect Index is a qualitative and quantitative
 in-depth analysis and independent measure of a customer's online experience
 when interacting with companies via the Internet.
 
     Care Gets Critical on Orbitz
     Orbitz has taken customer service to a new level with the introduction of
 "Critical" Care Alerts, which notify customers of travel disruptions that
 could potentially affect their trip.  In addition to the automated Care Alerts
 that Orbitz customers have always received regarding flight confirmations or
 travel changes, users will now get personalized voice messages from Orbitz
 Care Team members containing urgent travel information such as weather or air
 traffic delays.
     "Critical Care Alerts allow Orbitz to disseminate travel updates to
 customers the moment they arise, providing a level of service unavailable
 through other online travel companies," said Scott Ackerman, vice president of
 Customer Service and Care for Cendant TDS.  "Travelers like to know they're
 taken care of when they travel. Nearly 60 percent of Orbitz customers
 proactively give us their cell phone to benefit from our Care Alert updates."
     All Orbitz customers who book a flight, rental car or hotel will receive
 Critical Care Alerts to help them stay informed and make smarter travel plans.
 The Orbitz Care Team consists of air traffic analysts and specialists in
 airport and airline operations.
     More details on the 2005 Online Customer Respect Study can be found at
 http://www.customerrespect.com .
 
     About Orbitz
     Orbitz is a leading online travel company that enables travelers to search
 for and purchase a broad array of travel products, including airline tickets,
 lodging, rental cars, cruises and vacation packages.  Since launching its
 website, http://www.orbitz.com , to the general public in June 2001, Orbitz
 has become the third largest online travel site based on gross travel
 bookings.  On Orbitz, consumers can search more than 455 airlines, tens of
 thousands of lodging properties worldwide and 22 car rental companies.  Orbitz
 was acquired by Cendant's Travel Distribution Services division in November
 2004, and is part of the Consumer Travel Americas group.
 
 

SOURCE Orbitz
     CHICAGO, Feb. 10 /PRNewswire/ -- Orbitz, the site that makes travel
 easier, ranked No. 1 in online customer experience for the third year in a row
 in the First Quarter 2005 Online Customer Respect Study of the largest Airline
 and Travel firms.  The study was conducted by The Customer Respect Group, an
 international research and consulting firm that focuses on how companies treat
 their customers online.
     Orbitz received the best rating, 8.6 out of 10, which was significantly
 higher than the average of 7.3 among the other travel companies surveyed.
     "At Orbitz, our goal is to make travel easier and we know that a good
 online experience is the first step in creating a happy, loyal customer," said
 Eliah Kahn, senior vice president of Customer Experience at Cendant TDS.
 "From our one-of-a-kind Care Alerts to our fast email inquiry response times,
 we are continually making enhancements to the site to ensure we are meeting
 our customers' every need."
     The independent study, in its fourth year, is the only one to bring
 objective measure to the analysis of corporate performance from an online
 customer's perspective. It assigns a Customer Respect Index (CRI(TM)) rating
 to each company. The Customer Respect Index is a qualitative and quantitative
 in-depth analysis and independent measure of a customer's online experience
 when interacting with companies via the Internet.
 
     Care Gets Critical on Orbitz
     Orbitz has taken customer service to a new level with the introduction of
 "Critical" Care Alerts, which notify customers of travel disruptions that
 could potentially affect their trip.  In addition to the automated Care Alerts
 that Orbitz customers have always received regarding flight confirmations or
 travel changes, users will now get personalized voice messages from Orbitz
 Care Team members containing urgent travel information such as weather or air
 traffic delays.
     "Critical Care Alerts allow Orbitz to disseminate travel updates to
 customers the moment they arise, providing a level of service unavailable
 through other online travel companies," said Scott Ackerman, vice president of
 Customer Service and Care for Cendant TDS.  "Travelers like to know they're
 taken care of when they travel. Nearly 60 percent of Orbitz customers
 proactively give us their cell phone to benefit from our Care Alert updates."
     All Orbitz customers who book a flight, rental car or hotel will receive
 Critical Care Alerts to help them stay informed and make smarter travel plans.
 The Orbitz Care Team consists of air traffic analysts and specialists in
 airport and airline operations.
     More details on the 2005 Online Customer Respect Study can be found at
 http://www.customerrespect.com .
 
     About Orbitz
     Orbitz is a leading online travel company that enables travelers to search
 for and purchase a broad array of travel products, including airline tickets,
 lodging, rental cars, cruises and vacation packages.  Since launching its
 website, http://www.orbitz.com , to the general public in June 2001, Orbitz
 has become the third largest online travel site based on gross travel
 bookings.  On Orbitz, consumers can search more than 455 airlines, tens of
 thousands of lodging properties worldwide and 22 car rental companies.  Orbitz
 was acquired by Cendant's Travel Distribution Services division in November
 2004, and is part of the Consumer Travel Americas group.
 
 SOURCE  Orbitz