WILDWOOD, GEORGIA -- I recently booked a round trip ticket to Phoenix, AZ with my debit card and the "ORBITZ" site said that the transaction could not be completed. Thinking that maybe I had made a mistake, I tried to enter the card information again. Once again the transaction came back "cannot be completed." This was on Saturday January 23rd, 2016.
I went to the bank on Monday to see what the problem could be, why the transaction was incomplete. The bank informed me that my account had been debited twice and Orbitz had tried to debit the account for the third time. I knew I had sufficient funds in both my banks. So I went to my second bank and Orbitz had tried to debit this bank for the same amount on my card information. My other bank refused it because I had gone over my $500 dollar limit.
I went to my banks and had a printout of the transactions and ORBITZ denied they had my money while I was looking at the withdraws on my bank statement. Long story short, Orbitz tried to get $1400 out of my banks for a $350 plane ticket. If we (USA) had any kind of news in this country, Orbitz would already be "out" of business. The reason major news will not tell Orbitz's story is because Orbitz sponsors our network news.
CHICAGO, ILLINOIS -- DO NOT PAY FOR FLIGHT PROTECTION! This is a scam. To make a claim thru Orbitz they put you on hold for over 40 minutes just to tell you that you have to call their insurance company AON Affinity which after spending 15 min on hold they tell you unless you're dying, there is NO PROTECTION. Do not pay for this option. It is just a money grab!
Worst experience dealing with them. Screwed up my reservation. Customer service was rude and unhelpful. They hung up on me multiple times and nothing was ever resolved. I will never use them again. Worst customer service experience ever. If I could give less than 1 star I would have. DO NOT BOOK WITH ORBITZ!
IDAHO -- My wife and I booked a weekend out of town (110 miles away) through Orbitz. We got a confirmation and booking number. Upon arriving at our destination, we were turned away by the hotel clerk. Apparently, Orbitz overbooked the hotel by about 6 rooms. Understandably upset, I called the 800 "customer service" line and was promptly put on hold. My wife and I sat on hold, in the parking lot of this hotel for 2 hours. Orbitz was not only unable to relocate us for the night, but we were forced to drive back home (2 3/4 hours) in the middle of the night. I requested a call from a manager and was assured a call would be received within 24 to 48 hours.
Three (3) days later no call was received. Furious at the lack of consideration, I took it upon myself to call them. After being on hold for another 20 minutes, the agent informed me that no manager was available to speak with me, but insisted I would be contacted by the first available manager within 1 to 2 hours. Three (3) hours later, I received no such call. Becoming more and more furious with this terrible customer service, I called again - only to be informed that Orbitz was undergoing a system update and I would have to call back 2 to 3 hours later. BTW, has anyone noticed that not a single agent speaks fluid English?
So, to recap; My wife and I drove approximately 6 hours round trip for absolutely nothing; spent roughly 3 hours on hold only to accomplish zero; and have received no absolutely no compensation (other than a refund of the original booking) for a ruined getaway weekend. Word of advise: Never, under any circumstances use Orbitz to book anything - ever! Unless you want to be like me - wasting even more of your time by typing this review that may or may not be read. Never use Orbitz. TERRIBLE, TERRIBLE!!!
TENNESSEE -- I am a travel agent. I used Orbitz to book my client a honeymoon to Hawaii. I booked 2 airline tickets and a resort hotel. My client wanted to leave next day. I booked the package at 12:20 and the flight left at 8:55 the next morning. I received confirmation of my booking and e-ticket numbers. I received a call from my client at 5:00 am from the airport. He was trying to check in for his flight and it told him that the flight had been canceled. I contacted Orbitz and was told there was a problem with my credit card so everything was canceled.
I never received an email regarding the cancellation. In fact, I received an email from Orbitz at 4:55 am, the morning of the flight, saying my flight was confirmed and departing on time. Orbitz charged my credit card for the package and still canceled the package. I have confirmation from the credit card company that they paid Orbitz. I told Orbitz this and they said I would receive a refund in 5-7 business days. They took my money and still canceled my flight. I had to rebook my client at the airport for the next departing flight. I book tens of thousands of dollars on travel and Orbitz will NEVER get another penny from me!
This is Robert, and I am part of the Orbitz Customer Relations team. We want to learn more about your experience so that we can address the issue. Please email us at firstname.lastname@example.org. Please use my name in the subject line, so that I can investigate further.
Thank you for your patience, I look forward to hearing from you.
Orbitz Customer Relations
In June 2014, my husband and I booked a cruise on the Royal Caribbean Quantum of the Seas for February of 2015, for our family of 6. We booked through Orbitz, fairly confident that they were a reputable company. (In the future, I will be booking directly through the cruise lines). Here is just a sampling of what happened.
Our travel agent admittedly "lost" our phone number, and numerous phone calls went unanswered. Our travel agent did not find us any "deals", nor did she do anything that I couldn't have done online. Our credit card was compromised 2 times after booking this cruise (not used anywhere else). I specifically asked that gratuities were pre-paid. This did not happen and thousands of miles out to sea, I am seeing daily gratuities added on to our sea pass account!
The cruise line, RCI, gave me a courtesy call to Orbitz. At this time, I was lucky enough to be on hold for half the time and then speak to a wise guy agent who didn't think I should be upset, and didn't find any notes in the system to indicate my request. We did have a nice vacation, however, I am NEVER booking through Orbitz again, for anything.
Worst online flight booking company ever. Booked a flight leaving at 10:30 am for me and my son and received the itinerary with a flight leaving at 6 am. They put my 7yr old son as the primary on the account and would not speak to me as I was not the primary. Really? I was transferred back into the system over 3 times. The automated system when I called in was choppy and not functioning properly. I had to call several different times just to get the system to work.
When I finally got to speak with a representative I was told that the free cancellation did not exist even though it is right on the purchasing page. I was told that to get this resolved they needed to speak to my son and put me back in the phone system. The next person said that he would look into it and then told me that I was a minor according to the computer and could not talk to me that my son (who is 7yr old) was the adult and therefore they needed to talk to him. Well sorry but he is currently in the 2nd grade and in school! I went ahead and canceled this ticket online (see it really is free to do this dumb reps.). I will never use Orbitz again!
PITTBURGH, PENNSYLVANIA -- I'm a recent college grad currently applying to medical school. I have been traveling a lot recently due to multiple interview offers. All my flights and hotels have been booked through Orbitz. The pros of Orbitz is that their website and cell phone app is very user friendly and convenient. Their price is decent. I was pretty satisfied with their service at first. However one of the drawbacks of Orbitz is their terrible customer service. They are extremely understaffed, I had to wait for over an hour to get somebody on the line. And when I finally did get a person on the line he was rude, condescending, and straight up disrespectful.
Their cancellation policy is far from the best, but this only applies to frequent travelers. I'm considering switching my traveling agency even with all the reward I saved up. The bottom line is if you are just booking a vacation and you don't plan on making any changes to your flight or using the customer service it's a pretty good website. However, if you are frequent fliers there are more generous reward programs, cancellation policies, and with better customer service out there.
SEATTLE, WASHINGTON -- Horrible, awful, shysters, rip off... what other adjectives could I used to describe my disgust with this company? Let's see. Made a reservation, can't get my money back. The original reservation stated a 24 hour cancel policy. Orbitz charged my card and won't give me my money back. Let's also see... how fun it is to sit on their customer service line in which the automated responses never work?
Perhaps my favorite is that nobody on the line SPEAKS ENGLISH. I will NEVER use this company again as it completely does not honor the cancellation policies. I will also make sure to educate anyone I know as to why it's best to avoid this particular company when making travel plans.
Dec 22 my biz partner tried ordering 2 tickets online. He had some issues so called customer service. After spending over an hour on the phone the rep gave him a confirmation number and told him there would be an email confirmation coming w/in 24 hrs. An hour later he got the email and did what many people do, he filed it away w/out reading it. Feb 8th he wanted to check our itinerary so he opened the email and noticed it said the order was canceled. The subject line didn't mention anything about "canceled order". It did say "action required" but it was the last thing in a long subject line that was too long to fit in the subject quick view.
We both got online, right away, to look at other flights and noticed the cheapest flight was now almost double the price we thought we locked. This being unacceptable to us I got on the horn w/an Orbitz service rep. The first call dropped and no call back. On the second call I spoke w/a friendly agent. I told her my problem mentioning that there should have been a call made to us way back when the order was cancelled to let us know we needed to find another flight. In my opinion when dealing with limited flights and constantly changing prices, an email is not a good way to let a customer know an order was cancelled.
I told the service rep I expected to get a flight close to the times we thought we had booked and for the same price. I had to escalate to a manager because the CSR didn't have the power to satisfy us. It ended up that the manager didn't have the power or was unwilling to take responsibility and pony up $400 for their lack of service. She offered a $50 voucher but that was not acceptable. She said that's all she could do.
I am still very unsatisfied with Orbitz and will not do future biz w/ them and I have made it my mission to spread the word. Be careful readers. Everything is fine until you have an problem. Good companies are able to build lifelong loyalties by taking responsibility for their weaknesses/mistakes. Orbitz had their opportunity but blew right over it.