CHICAGO, NEW YORK -- Advertised fares for flights with stopovers were $685 - the stopover happened to be appx 3.5hrs, so I opted for the $785 fare with a 2 hour layover as I had flown this leg before & chose not to put my daughter traveling alone on such an arduous journey. SOMEHOW - we were given the 3.5hr layover at the higher price. Orbitz refused to stand behind the advertised prices and explicitly said there was NO GLITCH in the system...
Well, the glitch is there - and I am being charged for flights I am now being told never existed - so why would I spend the extra $100??? This was my 2nd and LAST negative experience with Orbitz. There are plenty of other travel sites and apps or engines that can do a much better job...
I researched flight from Australia to Thailand on an Australian flight compare website and found Orbitz to be advertising the cheapest flights. I then provided to book these flight to then find out they were actually quoting in US dollars therefore not the cheapest flights. I only found this out when my credit card bill came in. I ended up paying over $200 Aus extra.
I contacted Orbitz and suggested it was not fair to advert their flights as being cheaper as they were selling their flight in US and the other companies were selling in US dollar. Therefore the comparison was not valid. They did say they didn't indicate the prices were in US but in the FAQs section you could find this information. I argued that this was not clear or transparent business practices and wanted some Compensation for the hidden costs I experienced. They refused to offer me anything. I feel ORBITZ operate dishonestly and want protect others from being RIPPED off!!!
CHICAGO -- ALTHOUGH I have been using Orbitz pretty much since they've had an online site, I think I've finally had it with trying to reach a human being through customer service, any branch, any time of day, any time of the year. Every now and again there is something that has to be done by a human being e.g. adding frequent flier # to trip that is booked but not yet flown, bereavement fares etc. They have the worst customer service, bar none. Once you GET someone, they are fine, but I have been trying for 3 days, probably 5 hours on hold, disconnected 4 times after interminable holds, UNBELIEVABLE.
I have stayed with them all these years only because it's convenient to have a historical record of our family travels in one place. Every time I have to contact customer service - the same thing. Oh, and by the way, customer service does not respond to emails either. That's it for me!
PORTLAND, OREGON -- I booked a triangle flight between Portland, Albany, and Toronto about 3-4 months before my scheduled departure. When I attempted to check in online to my flight from Albany to Toronto the night prior, I noticed my departing flight had been changed from Albany to Laguardia (3-4 hours away) and I had never been notified!!! I immediately contacted Orbitz customer service and was placed on hold for 45 minutes. I finally spoke with an individual who assured me he would contact me with a resolution. I never did hear back from the customer service person.
I wound up contacting Air Canada directly and my 1.5 hour direct flight between Albany and Toronto turned into a 7 hour ordeal (with layover). I then emailed Orbitz with the issue and received a generic "brush off" response. I called Orbitz back and wound up being transferred 2 times before speaking to a supervisor who stated that Orbitz was not at fault since Air Canada made the flight change.
When I explained to them that I never did any direct business with Air Canada and the flight arrangements were made through Orbitz, their response was that there was nothing that could be done. They offered me a measly $75 voucher which will go to waste since I never intend on doing any business with them in the future. If you can avoid Orbitz, I urge you to use an alternative booking method with better customer service and a greater sense of responsibility.
I purchased business class tickets from Charlotte to Paris for our 10th anniversary trip for $6800 -- a splurge to say the least. I used Orbitz for the transaction. I purchased the tickets in May 2013 for our Sept 2013 trip -- plenty of time to ensure convenient arrival/departure times and minimal layovers. Sometime in June 2013, the return leg of our trip was cancelled without my knowledge. I received no notification of this. I only learned of this when I went to the site to review our itinerary. When I called Orbitz, I was told that, yes, the return flight reservation was cancelled, and that I would need to call British Airways to iron it out. BA, of course, told me that only Orbitz could fix this.
Orbitz seemed to have little interest in correcting this major mistake. After 6 hours on the phone and talking with multiple different "supervisors," we got some new flights with very inconvenient departure times and huge layovers. No apologies. They absurdly made it seem like I was the problem, like it was somehow my fault. The worst service of all time. No more Orbitz.
MADISON, WISCONSIN -- I booked my flight to Rhode Island with a group of people over a year ago. A week to go before I travel, I got an email saying that Orbitz went through and changed my flight time, without ever contacting me. They changed it so I, just me, was getting in 8 hours later than the original booked flight. I was not standby, so I was a little confused. Especially seeing that no one else in my party was changed.
So I called, and a woman in the Philippines said that it wasn't their fault it was United, in fact I never paid Orbitz, that fact differs from my receipt, and in fact I paid United directly. Now I asked them why ** did I book it through you and not just through United directly and that she was wrong because I know Orbitz gets a portion of what I paid. Nevertheless the women told me I had to contact United.
I called United and a woman in India told me that United contacted Orbitz 5 months earlier about the flight change and that it is Orbitz's fault for waiting too long, never contacting me and waited to the last minute to book me on another flight. In fact if they were prompt about it I would have gotten on a earlier flight. And seeing that it was Orbitz fault United refused to book me in any other airline, and told me to talk to Orbitz. Who said guess what... It was United's fault. I'm amazed that this company gets by on screwing over their customers. Hopefully they go out of business.
My price of my flight was increased in the amount of time it took me to fill out the billing information to book. When I called the customer service desk for help, I was on the phone for 45 min, talked to 4 different people, and was disconnected three time. They requested my phone number in case of a disconnection. But I never received a call back. I had to call back each time and wait on hold all over again. Nothing was ever figured out, and they could not even locate the flight I was waiting to book (even though it was sitting on the computer screen in front of me, and I had given them all of the information).
ILLINOIS -- I attempted to purchase two round trip tickets from Washington DC to Cancun, Mexico, but before the online transaction was completed, I received the following message: "We're sorry. That flight is no longer available." I immediately booked another flight that nearly matched my first attempted purchase, except for the last leg which terminated in Baltimore instead of Washington DC. I was charged for both flights.
I called Orbitz customer service and was told that I could get a credit for one of the flights, but not a full refund. The explanation was that the flights had to be exactly the same before Orbitz would consider the issue a website issue. I asked to speak to the complaint department and the representative told me that she was going to put me through to her supervisor. I was left on hold for 40 minutes and then the call was dropped.
I had to change my flight to a different flight with Orbitz since I purchased my tickets with them. No one knows what they are doing. I asked to speak to a supervisor and I was placed on hold for about 45 minutes waiting for a supervisor. When the supervisor picked up, she didn't even know what she was doing. She asked me the same questions over and over and did not comprehend that I needed to change my tickets. If you can avoid booking any flights with Orbitz I would recommend it. No one knows what they are doing. Very frustrating and a waste of my time.
Due to a scheduling conflict, my husband and I had to change our returning flight. Orbitz explained that there would be a $105 charge per ticket, which I understood. However, the new flight was $95 cheaper than the original flight. The customer service representative assured me that the $95 would be given to me in the form of an in-flight voucher (a voucher that could be used on food in the plane). She provided me with a phone number where I could call and receive my voucher. What I had not mentioned previously was that she put me on hold for 30 minutes while she looked this policy up in her refund manual.
I called the number listed, and the voice on the other end stated that "Orbitz lied to you, we do not do that here." I called Orbitz back, explaining the situation, and asking for a refund of that $95. The representative and supervisor just kept repeating, "there is nothing we can do." In the 10 minutes it took me to call the number provided, and call Orbitz back, my credit card had already been charged, and they could no longer process any fee changes to my booking... I said, "let me ask you this: if the flight was more expensive, wouldn't you charge me? Then if the flight is cheaper, you should refund me. It can't go one way and not the other."
In the end, there was nothing that Orbitz could do except for repeat that there was nothing they could do. Their customer service was terrible and unprofessional. They have no regard for the individuals who help keep their company afloat. They're a scam. I would never do business with them again.