Trottings*; Nogo Opodo.

A series of operational issues indicates serious faults at the Opodo OTA.

 

On booking a flight, the site indicated that I would be given the opportunity to book baggage before making the final payment. So I continued with the process. When I reached the procedure to pay, I still thought that a window or other opportunity would be given to add baggage. But no, it simply confirmed the booking – thus with no baggage included.

 

I then check under My Trip, or similar, where I was given the opportunity to add bags. So I clicked.

 

The wording, precisely, was ‘Whoops! It seems we can’t book this online’. In other words, Opodo could not do what it said it could do. But the solution, again in Opodo’s words, was ‘Please call us to add your baggage!’

 

So I called the number and made my request. After being put on hold and what seemed a long wait for a simple request (but perhaps it was only 2/3 minutes), the agent said No, they could not book the baggage now. Only 24 hours before the flight!

 

This means that on three occasions, Opodo had offered what it did not provide.

 

I asked the agent how much the extra baggage would cost. She could not tell me; I had to wait until I booked the baggage – but obviously there is a risk that just 24 hours before the flight, this would be costly.

 

On two separate log-in occasions (on different days), I went back to the Opodo site, My Trip, and opened chat. Four windows were requested, of which two were obligatory (first and last name; duh!). I could not connect with those two and so added the two others. No luck.

 

The message: ‘There was an issue starting your chat session. Please verify your connection and that you submitted all required information properly, then try again’.

 

The information required was obviously correct (as it was my name and there was no connection to a reservation or email address), and so I presume it is another Opodo fault.

 

Of course I will not use Opodo again. Even if the operational hitches described are fixed, there is still the matter of Opodo’s relationship with the airline. I chose Opodo because of its known reputation, but it seems that is no longer enough. There are services that Opodo cannot provide if its arrangement with the airline does not allow this.

 

And so if the price difference between the OTA and airline offer is not great, I will in future select the airline’s offer – although I might try one of the big others such as Expedia to see if they are slipping as Opodo is.

 

The Fox. Remember, I’m an intellectual in the parallel world.

 

*Trottings = Trip Jottings

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