Internet Offers Few Options on September 11

Steve Erdman, of Federated Insurance, booked a family trip for four on the Internet web site Orbitz. Steve agreed to compare his Web-based purchase with Northwestern Travel Management services, which include a transaction fee. The Orbitz tickets produced a "saving" of $108 for the family.

How'd it go? Steve's quote: "I can see the VALUE of the [NTM] fee". He told his NTM agent he would have "been up the creek" had NTM not intervened to help with the Orbitz problems. Among Steve's tribulations that required NTM assistance:

1. Steve's family was bumped from their flight home and routed through New York, which due to September 11 concerns, he specifically wanted to avoid.
2. He tried to call Orbitz to get re-routed and had such long hold times he called NTM. Orbitz eventually offered the 35-minute connection through New York; the absolute minimum required to make a connecting flight. And, with security lines since September 11, not realistic.
3. He had no e-ticket receipt, which caused problems at every security checkpoint.

Steve's long relationship with NTM served his family well, as his agent was eager to sort through the options for him and got the Erdmans home.