We just love that title, which is the title of a blog entry on cosmicvariance.com. Cosmic Variance is a blog by four physicists with their perspective on not just their jobs, but their time outside them.
We also have no love for Orbitz and the other online consolidators. They are not interested in helping the passenger beyond the sale of tickets. The airline is a bit more interested, but still often falls flat, but in this modern age, eliminating the middle man does get you directly to the organization with the most power to help you if a problem should arise.
Travel agents are no longer always the best place to find deals. In the old days, they would get commission from the airlines. Now, with rare exceptions, they do not. So on top of what the airline charges you, they pad the bill as well.
The author of Cosmic Variance pointed out a $200 change fee, which is unfortunately standard for international service on most carriers. It is certainly a price gouge of the airlines, because a domestic fee on the same carriers is usually $50 or $100…sometimes less if they are competing with a low-cost carrier. Then there are new taxes to pay, as well as the difference in fare.
In the end…trying to get help and understanding out of an airline is like trying to get water out of a turnip, but trying to get the same help out of an online travel company is like trying to get water out of a stone.