"Where are my tickets?" I wouldn't know (for that you'd need to talk to UPS), but I'd be more than happy to answer any other questions. Granted, I can't reveal any "trade secrets" (not that I know any!) or speak for the company but I can probably explain why Orbitz/Cheaptickets do what they do.

Just to give you all a little background, I can at least explain what I do:

My main job is at the Orbitz help desk, where I try to fix ticketing issues (because of airline interline agreements, duplicate names, fare errors, and so on), troubleshoot last-minute ticketing/denied boarding issues, solve nasty schedule changes, process exchanges (which is fun!), print tickets (only occasionally), and answer questions for customer service agents, among a thousand other things. I do some of these for Cheap Tickets as well, but usually only when they're really busy. (We're in different centers.) For a while I did after-purchase customer service for the hotel and package departments on the side, but I didn't like that so much.