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!!!
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.
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 email@example.com. 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.
I booked a combo flight+car package with Orbitz after pricing each separately and comparing prices on other travel sites. Because the times of the flights would affect rental car pick-up and drop-off times and thus determine the length of the rental (7 days v. 8 days), I called the car rental company directly to get specific information on how car rental charges are accrued. I confirmed that as long as we returned the rental car by the same hour on the clock that we picked up the car a week earlier, we would be charged for a weekly rental, not an 8-day rental.
With that information confirmed, I made flight+car reservations on Orbitz. The confirmation email from Orbitz said my car rental was for 8 days, so I called their Customer Service number to get this corrected. The agent was polite and professional but could only repeat their position to me. During the course of the conversation, she actually said I would be charged the package price which is "not charged based on the number of days you keep the car." What? Then on what is the package price based? I understand I got a package price, but why did I get an 8-day package price, not a 7-day package price? No satisfactory answer, so I asked to speak to a supervisor.
The supervisor gave the impression she had no interest in my situation. She indicated Orbitz charged the rental rate based on when cars will be picked up and returned. Well, the website did not offer me the opportunity to choose my pick-up and drop-off times when I purchased the package. Their computer algorithm chose the presumed times and charged me accordingly, which made an 8-day rental, when in fact, because of early arrival times for security clearance, we qualified for a 7-day rental.
The supervisor offered me the option of changing my flights, which would incur an additional charge, or canceling my car rental and booking separately through the car rental company, at an additional charge. What? I can pay more for taking steps to correct Orbitz's overcharge mistake?
This is obviously a flaw in the Orbitz website. (The Expedia site allows the traveler the opportunity to choose the time frame for rental car pick-up and drop-off). Rather than offer to correct the error and re-price the package for me, Orbitz gave me the option to pay a penalty to cancel and solve my problem myself elsewhere. Wrong headed business practices all the way around. Wrong policy, wrong attitude, poor customer service make Orbitz the wrong company with which to do business.
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.
WORLDWIDE -- I had an exorbitantly priced 4-leg trip (to Minnesota, Australia, LA, and home). The university I was visiting in Australia asked me to stay an extra day and changed one leg of the flight by a day, and that increased the price to $2,900. After making the first flight (to Minnesota), I found out that my husband and children's dad was hospitalized and not expected to live long. I hopped on a plane and flew back. I called Orbitz, and first they asked for proof from hospital. I was planning to get doctor's note, but my husband died the next day so I got death certificate.
(That had on it the reason for admission to hospital, time of death, etc., and that time was almost exactly the same as the scheduled flight.) Orbitz then asked for marriage certificate. (Both had to be faxed not sent as scanned docs, so each time I had to leave home to send.) Then they asked for funeral home name and address. Could only accept by fax! Then they said they needed doctor's note. I told them at that point I would not send anything else - that they needed to deal with airline. Each time I was on hold for at least 30 minutes, and each phone operator ended the call (on the day after my children's dad died) with "have a great day."
Now I have no idea whether they are doing anything about getting refund. They said 45 days. US Air said I should see it in my account already, but of course there's no refund there. I'd call, but I can't stand to be on hold for 30 minutes again.
PITTSBURGH, PENNSYLVANIA -- I called Orbitz today to add one more day to my vacation which would require an additional rental car day and a change in flight. I was told that my car rental would be cancelled and rebooked for a new higher price. I said OK for that. My original cost was $607 for the whole trip then it went to $749.
The representative spoke about a $400 flight change. So to reassure what my total cost would be I asked if I would be only paying the difference of $607 and $749 and she said yes. I asked twice and got attitude for asking the second time. I thought the $400 dollars was the total of my entire flight not for changing. That's why I asked multiple times if my total was only going to go up to $749.
Well the second I checked my bank account I noticed that I was charged that $400 taking me to over a $1000 on the whole trip. That's why I asked multiple times about my total. The customer service desk won't help me when I tell the situation. All I did was sit on hold the entire time. If they listen to the recording they could clearly hear me ask multiple times about my total charges and the representative clearly state that I will only be paying the $749 total. I did not want to double my charges for only one extra day on vacation.