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Orbitz Vacation Packages

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Never again Orbitz!
Posted by Mai on 04/12/2006
CALIFORNIA -- A few weeks back, I booked 4 vacation packages with Orbitz because a friend had suggested that they are a big company and it is safer to go through them. After looking through my email to check my itinerary, I found that the sales agent who took my order over the phone had spelled my name wrong as well as one of the other passenger's. I immediately called Orbitz and was put on hold for more than one hour before I got a response from their package department's customer service. The guy who was helping me said that he had to resolve it with the airlines first and would give me a call back the next day. I waited three days before I called back and when I did, I was placed on hold for about 45 minutes before I could speak to someone. I eventually asked to speak with the supervisor since the second customer service person didn't have any authority to make any changes. I was placed on hold another 15 minutes before a supervisor came on to speak with me. He was rude and didn't want to help me at all, although it was their mistake. He said that there was no notes in the system that verified that I had placed the order on the phone, so they will not waive the $100 fee to change the name on my airline tickets. I argued that it was not my mistake and that they had to take care of that fee with Alaska Airlines. He said he would contact the corporate office because it was out of his hands and would get back to me the next afternoon. I waited and still there was no phone call so I called them back. After being put on hold for about 45 minutes, they hung up on me. I called back, was on hold for another 30 minutes, got transfered 3 times (this is normal for them...they transfered me all over the place each time I called). Finally, he got on the phone and told me that the corporate office had not gotten back to him and that he would call me back the next day. I decided to give him another chance. I finally had to call my credit card to dispute it because he never called me back. I decided to call him just to see if he did anything at all. I ended up speaking with very nice lady (who shouldn't even be working for a ridiculous company like orbitz) and she was able to help me in 15 minutes. She researched and found that I did placed the order over the phone with them and that they did screw up on my name and one of the other passenger's names. She advised me to call Alaska Airlines myself (which was another nightmare because I was on the phone with them for another 1 1/2 hours because of a 45 minute hold and 20 minute name change process per name) and that they will reimburse me the $100 as soon as I fax them the receipt. This whole process has been a nightmare. I will never book through them again.
     
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Posted by Doe3001 on 2006-04-12:
We should start to stop using online travel agencies. All fo them suck.
I’m spreading my horrible experience I had with EXPEDIA. I'm running a site specially dedicated to EXPEDIA (http://www.victimsofexpedia.com). We should do the same to all this online companies that only cheat customers.
Please read my case to avoid being the next victim of EXPEDIA:

http://www.geocities.com/humbaba2000/BadExp.htm


and http://www.my3cents.com/showReview.cgi?id=12466

Posted by Ponie on 2006-04-13:
Yes, Doe. We have heard your story over, and over, and over, and over, and over, and over, and over, and over, and over--sheesh!
Posted by rhondam718732 on 2006-05-16:
DOE-keep it up! You are doing exactly what you should...keep it in the public. That's what this site is for.
Posted by Laura on 2013-05-24:
Use a travel agent! We use a travel agent every single time and it saves us time, money, and aggravation!
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Inconsistent Information From the Agents and Ridiculous Fee Charges
Posted by Helehna85 on 05/27/2013
CHICAGO, ILLINOIS -- Before buying vacation package I contacted Orbitz customer representative, who told me that there won't be any problem adding the extra person to my hotel. However, when I called hotel to confirm the reservation they told me that I have to pay $120 extra per person, while the price for one night in that hotel is $80. It's just a highway robbery from hotel's side. So, I called Orbitz to find out how they can help me. But, they just told me I can't do it and that's it.

When I tried to explain the situation, he basically told me that I lie and nobody told me that, and hang up. I was shocked, tried to call again and was on hold for 45 minutes, after which they just kept telling me that I can cancell it but they'll charge me different kinds of fees. These people are there to make money on fees and are not interested in solving their customers problems. I'll never use them again and DO NOT RECOMMEND TO ANYBODY.
     
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Posted by Orbitz CR on 2013-05-29:
Hi,

My name is Sarah, 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 socialnetwork@orbitz.com and enter my name in the subject line, so that I can investigate further.

Thank you for your patience, and I look forward to hearing back from you.

Sincerely,

Sarah
Orbitz Customer Relations
Chicago, IL
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The Worst Customer Service
Posted by Mukesh1808 on 12/31/2012
Q1. What do you do if a Customer calls several times to correct a reservation?

Orbitz: Just tell them that you fixed it and get them off the phone!

Q2. What do you do if a Customer writes about the issue to Corporate?

Orbitz: Just ignore customers, they are so annoying!
     
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Posted by At Your Service on 2012-12-31:
So what was the issue with the reservation?
Posted by custrelguy on 2013-01-02:
Hi Mukesh1808, I am contacting you from Orbitz Customer Relations. If you could e-mail me your Orbitz record locator to socialnetwork@orbitz.com, I will be glad to review your reservation. Please place the e-mail to my attention (Kristi), and please include your blog and screen name.
Thanks,
Kristi
Orbitz Customer Relations
Chicago, IL
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Never Use Orbitz
Posted by Frequenttravler on 03/07/2011
I booked a vacation to the Dominican Republic several months ago with Orbitz because they had the best rates. Definatley not worth it. Upon reviewing my itinerary recently online (Orbitx did NOT contact me), I saw that my flights had been changed so drastically that the connecting flights did not even match up. Our flight out of New Jersey was 8 hours BEFORE our flight even left TO New Jersey. Also, they changed our return flight and shorted us a day of our vacation and it was now going to take 3 days to get home, with one 12 hour layover and one 28 hour layover. This was obviously not acceptable, let alone possible. I understand that errors can occur, but my major issue is not wIth the error, it is with the way Orbitz failed to assist us with this disaser that they created. I called to get this fixed and was on hold for 1 hour. I was then told that I would have to call back during bussiness hours when the reservation desks are open. Hello! I have a job, who has hours and hours to spend on the phone during bussiness hours?! Anyways, we called back at 5pm because we were later told that the desks are open until 8pm. Another 2 hour phone call presented itself.

My husband was the victim this time. He called and was eventually told that Orbitz could change our dates and we could fly out one day early and come back one day earlier. Fine. When we agreed to the change Orbitz told us that we would be paying a fee to change the dates!!! EXCUSE ME? The airlines changed our flights and basically cancelled the trip that Orbitz sold us and then we were expected to pay for a change? I don't think so. After we were given this information and refused to pay any fees, my husband was told that we would have to call back, yet again, the next day because the reservation desks were closing...it was 7pm. We then asked for our entire vacation to be refunded.

We will see if they give us all of our money back. How disappointing. To have an error made on someone elses part and for us to be expected to pay for it. Disgusting. I will never use Orbitz again. It should also be noted that we asked twice if Orbitz could look into the matter and call us back so we did not have to wait on the phone for hours on end due to their error. This was denied and we were told that this was not possible because they would have to assist other customers. Nice customer service.
     
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Posted by Anonymous on 2011-03-08:
Orbitz has lower Prices because it is an online, self service, travel booking service. Orbitz didn't change your flights, the airline you chosed changed them. You can't expect a full service travel agency experience using a discount online service. You got the service you paid for.
Posted by Whiteduck on 2011-03-08:
I tend to agree that you can't expect good customer service from these online ticket brokers, but you can expect to get what you pay for. Anyone that gives a free pass to Orbitz because "it was the airline" needs to rethink. All the OP wanted was what they chose and what they paid for.
Posted by custrelguy on 2011-03-08:
Hi,

This is Charlotte with Orbitz Customer Relations. If you could please forward me your Orbitz locator, I will be happy to review your booking and speak to you concerning your disappointing experience. You can email me at customerrelations@Orbitz.com. Please place this to my attention, and include your blog name.

As soon as this information has been received, I will be happy to contact you.

Sincerely,

Charlotte
Orbitz Customer Relations
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I need a vacation after trying to book a vacation!
Posted by Lyss W on 01/24/2011
I have never experienced such terrible customer service in my life. I don't know how this company is still in business. I went to the website and planned my whole vacation, I had everything we wanted right in front of me, including flight numbers and everything. I called to book it because it's cheaper when you call and I spent LITERALLY 43 minutes with a representative that booked our hotel and charged my credit card before getting my flight info and activities that we wanting to add to the package. It's obviously less expensive to book the hotel and flight together so he had to cancel the reservation and left me on hold for about 10 mins. I finally hung up and spoke with another representative that got all of our info correct and ready to book in 5 minutes but the funds were not available on my credit card because even though the reservation was cancelled immediately after it was booked, it takes 5-7 days to process a refund. I called my bank and they informed me that a supervisor had to call and 'delete the authorization.' So I called Orbitz and spoke with a supervisor that said he couldn't do anything about it, he was rude, didn't apologize for the complete waste of time or inconvenience. So I spoke with another supervisor and our call was disconnected. So I called again, my husband spoke with a supervisor that put us on hold and transferred us to a representative that answered "thank you for calling Orbitz, how can I help you?" And we were right back where we started. Then she told me she couldn't hear me and we were disconnected. At this point, my husband and I were laughing because we couldn't even believe the incompetence. Then I spoke with another representative that could help me and was able to contact the bank and have my funds released immediately. This entire process took 4 hours of my evening...and I still haven't even booked a vacation!
     
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Posted by msnanny on 2011-01-25:
Save yourself your next heartache and don't call back. Book direct with the airline and hotel.
Posted by rockfishing on 2011-01-25:
OrbItz is set up for online self booking. I don't see why it would be cheaper or less of a hassle booking by phone. It sounds like you were looking for discount online travel savings and expecting to get travel agency service. That's not going to happen. Use a travel agent.
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Refund Never Processed - or something...
Posted by Lysaly on 07/01/2010
I booked a car and hotel together with Orbitz as a package. The car ended up being canceled. I was out in L. A. when I found out I couldn't pick up the car. I called Orbitz, they told me to cancel with Orbitz and rebook - with a refund issued. OK! I did just that. A little over one month later, 4-5 phones calls to Orbitz later, I STILL DON'T HAVE MY REFUND! What the fuzzy Orbitz, get it together. Every time I called, the agent told me that it is getting processed and that they are submitting it - EVERY TIME - yes, all 4-5 times. Finally, I called again, a women puts me on hold for about 7-10 min. and gives me a reference number to ensure that the processing went through. So - if you're looking to get a refund, remember to ask for a reference number - b/c I forgot, but it shouldn't take 4-5 calls to get a refund >.<
     
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Terrible customer service
Posted by JessLC on 05/05/2010
I will NEVER go through Orbitz again. First, it is NOT the lowest price. Second, they have absolutely terrible customer service. DO NOT BUY THE eKIT phone card they offer with their vacation packages!! Especially if you are traveling outside of the country. The hotel did not recognize the toll free number, and we got charged over $400. We followed all of the instructions listed on our voucher, but apparently there was a random page on their website that said hotels may not accept the number. Not in the terms of service, which we did read. Absolutely ridiculous. There is NO REASON this should not have been printed onto the voucher. They offered us no help at all. TERRIBLE COMPANY. USE ANYONE ELSE!!
     
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Posted by Ben There on 2010-05-05:
Most international hotels often charge really high rates to make phone calls, even if they are local or toll free. Did you ask the hotel if they did indeed charge for toll free calls before you placed the call?
Posted by Weedwhacked on 2010-05-05:
I'm curious, if you're on vacation who do you need to call that it would be $400 worth?
Posted by PepperElf on 2010-05-05:
I"m not sure if the complaint is with orbitz or the hotel

it may not be orbitz's fault if the hotel doesn't recognize the number.

personally for overseas travel, i've always preferred using my voip or some kind of video/voice chat since it usually doesn't cost anywhere the same as a international call.
Posted by JessLC on 2010-05-06:
My complaint with the hotel is totally different. Nevermind the phone call charges, their customer service was unhelpful, unfriendly, and unwilling to help us with the many problems encountered with our vacation due to our airline delays and more. We had to go through everyone else (hotel, airline...) individually, who were MUCH more helpful. So why book through Orbitz at all?
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Do Not Use Orbitz.com!!!! They're A Bunch Of Communists!!!!
Posted by Pjrocket15 on 03/26/2010
I am in the military and have just returned from a deployment to Afghanistan. My family and I had been planning on taking a vacation when I returned and we decided to go through Orbitz.com. Everything went fairly smooth until I attempted to actually purchase my vacation. I received an error message stating that my card was not being accepted and my information was not correct. I immediately checked my bank account balance to make sure nothing had gone wrong. When I checked my account over 2,000 dollars had been deducted from my account. I called their customer service number and was, after 15 minutes of waiting, connected to a non English speaking customer service representative who could do nothing more than transfer me to another non English speaking, computer illiterate customer service representative.

After 30 minutes I was finally connected to someone who could understand what I was saying and could look up my information on their computer system. During the 30 minute wait to talk to the "helpful" customer service representative I was charged an additional processing fee because the previous customer service moron tried to rebook my vacation package after I told her I was just looking to refund my money. After about 45 minutes I was finally able to get the customer service guy to understand that all I wanted was a refund of my money so I could make vacation reservations somewhere else. He tried to tell me that my bank was holding my money and there was nothing Orbtiz could do.

I attempted to explain to him that the bank was in fact not holding my money, Orbitz was but he refused to accept that. I then gav him the number to my bank. He came back on the line about 10 minutes later and said that my bank was closed and I would have to call back some other time. I informed him that my bank was not closed, as they are open 24 hours a day 7 days a week and I had just spoken to them on the phone. I then gave him the instructions of what he had to do to have Orbitz release my money and return it to the bank. He did not understand a word I was saying. He was definitely speaking English he was just a complete retard. I asked him to connect me with his supervisor because I was about nearing my breaking point. He then became very short with me and told me that there was nothing more he could do for me and put me on hold. I'm not really sure why he put me on hold or if he had in fact attempted to connect me with his supervisor. I'm not even sure e had a supervisor.

I'm beginning to thinkg that Orbitz.com is run out of a guy's van and there has yet to be a satisfied customer. In the morning I intend on filing a complaint with the Better Business Bureau. After reading the posts on this website it is apparent that somethng more than blogging needs to be done to get the attention of someone who has the authority to "fix" the Orbitz.com organization.
     
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Posted by dan gordon on 2010-03-26:
something just doesn't sound right. It looks like you used a debit card vs a credit card right? It does take time to restore funds. Why would they automatically give you a refund?
Posted by Anonymous on 2010-03-26:
Payment is instant usually with a debit card, but a refund can take 2-5 business days depending on your banking institution. How much was your trip? If the original $2000 was the amount, why call in the first place? Did you get a confirmation? The error about your card info could have been their message that you have to call to verify that card. Did the error come in your email or on the screen?
Posted by beanbagbritches on 2010-03-26:
Why would this confusion equate to Orbitz being run by communists? Come on, let's face it, you were angry when you wrote the title of the post. However, it appears that there was a break-down in communication. Is it possible to go with a competing web site to book your vacation? Perhaps you can deal directly with a travel agent. There has to be a way to get what you want & work past the (alleged) freezing of your account. Please let us know how this turns out. We hope you are able to book your vacation because everyone should be able to get away on occasion.
Posted by skelly39 on 2010-03-26:
I agree w/ beanbag-what does communism have to do with Orbitz? Sounds like they ran your card and that automatically generated a pending transaction. If your bank does not receive an actual receipt, the pending transaction should drop off in a couple of days. While I understand your frustration, I think you need to calm down a little, verify with your bank that the transaction will fall off, and take your vacation.
Posted by Anonymous on 2010-03-26:
What was it that gave you the idea that they are Communists? A non-English speaking person is not necessarily illiterate. By the way, Orbitz doesn't give refunds.
Posted by custrelguy on 2010-03-29:
Hello,

I am with the Orbitz Customer Relations Department and would be happy to try and assist. If you could please forward me your record locator or the registered email address.
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Use Expedia Not Orbitz
Posted by NoMoreOrbitz on 02/08/2010
DC is shutdown. I called to change a business trip. $256 dollars later and 1 hour on the phone and fees all over the place. I will never, never book any of my $450,000 in yearly travel costs through Orbitz ever, ever again. Expedia is much more customer service orientated and do not charge the fees and they let you cancel individual components of your itinerary, unlike Orbitz. I'm so totally mad right now it's stupid. Stay away from Orbitz unless you know you won't be cancelling your trip. I will never, ever book a package with Orbitz again. Only Expedia.
     
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Posted by Anonymous on 2010-02-08:
Expedia would have done the same thing. The best thing would be to book directly with the airlines. If your budget is actually true you should have known not to use Orbitz, Expedia, or Travelocity.
Posted by Ben There on 2010-02-08:
If your new travel plans fall outside of the window provided by whatever airline you are flying, then you must pay the difference. For example, if you are flying say on Delta from DC today, you can rebook for free regardless of how you booked as long as your new date is on or before February 13. If you want to delay your trip past this weekend, you have to pay regardless if you booked directly with Delta or Orbitz. All other airlines have similar policies.
Posted by Anonymous on 2010-02-08:
An internet travel house will charge you a fee to change if the airline requires it. Orbitz charged you because whatever airline you were booked on, required a change fee. There apparently was no weather waivers. Are you saying that Expedia would eat the cost of the fees? In essence, pay the airline for you? Doubt it. Also, if it's business, buy the refundable/changeable fares and you won't have any fees to worry about. Better yet, buy directly from the airline.
Posted by NoMoreOrbitz on 2010-02-10:
All of this sounds like people who work for Orbitz and look to say anything they can to discredit. Unfortunately for them, again, I actually do this for a living to save my company money. I spent 5 figures on Expedia last year alone. Again, they let you cancel individual components without penalty as long as you are within the cancellation window. Since all the travel I book is for business, that's the one thing I look for. Airlines do have their own policies. USAir for instance, has let my NY traveler have a 14 day window when it's this kind of weather issue. I'm wondering if those that have posted know just how bad it is in the DC area. Air Canada on the other hand, has a 3 day window. So, I could have lived with the $75 for Air Canada and used it another day. It was the $175 I had to spend on the hotel in order to not lose the $400 I had already spent. Again, Expedia lets me cancel individual components. Orbitz does not. So I go back to my original statement that started this, I won't ever, ever book a vacation package with Orbitz. Expedia is more forgiving on the other components.
Posted by Anonymous on 2010-02-10:
I did this for a living, as well, NMO. For about half my life and I stand by what I said. All internet travel sites have to follow the rules of the airlines they have agreements with. If the airline charges, the travel company will charge the customer. If they don't, they are paying the fee themselves and I find that hard to believe.
I wouldn't work for an internet travel ever and I will never use them and will always be vocal against them. They do more harm than good, imo.
Posted by dm24vegas on 2010-03-02:
See, the way I see this whole problem is like this: People do not read the terms and conditions of their reservations. If you had read them, you should have noticed that they do not allow you to cancel individual components of the package you purchased (I do not understand why, but that is a whole different story!). I do agree with The_Judge, just book directly with a travel agent or with the airline. Wish you luck
Posted by PepperElf on 2010-03-02:
what i find is funny is how we have yet another OP who thinks "people disagreed with me - OMG *employees*"

i personally use to use orbitz but switched to getting my tickets directly from the airlines when it proved to be easier (and cheaper)
Posted by Anonymous on 2010-03-02:
Why is someone with a $450,000 work travel budget making their own reservations online to start with?

Posted by Anonymous on 2010-03-02:
Maybe hire a Travel agent.
Posted by Anonymous on 2010-03-02:
Exactly wally. I know people who travel frequently for work, and they do have large budgets for travel, but not anything like $450,000. They all have agents. They forward their meeting details to the agent and they show up to get on the plane. They're not scouring the internet looking for deals.
Posted by Anonymous on 2010-03-02:
This review is not about who does or does not make their own travel arrangements. It is about Orbitz.
Posted by Anonymous on 2010-03-02:
A couple of years ago I think it was Orbitz that was voted the worst travel agency to deal with. They rated them bad to worst and Orbitz took home the #1 spot.
Posted by Anonymous on 2010-03-02:
Actually ProConsumer, anything the author writes is fair game for discussion, unless I missed a rule that says otherwise...

If an author exaggerates any part of their post, (which is not what I'm saying is happening here), then that lends itself to making the whole post questionable.

Posted by Anonymous on 2010-03-02:
The OP's comment was simply that they called to change a business trip and was not the main focus of the complaint. Who made the call does not matter. How the issues were resolved during the call, regardless of who initiated it does matter. Would this complaint have more validity if Orbitz had crapped all over a secretary or administrative assistant rather than the business person?
Posted by Anonymous on 2010-03-02:
Just because a different issue may be the main focus of the complaint in one person's perspective, it doesn't mean another person can't choose to look at the overall picture.

There's nothing wrong with two people looking at the same picture and seeing different things.
Posted by Anonymous on 2010-03-02:
What point does who makes or changes the reservation make? How does that impact the overal "big picture"? Simply put, it doesn't. You were attempting to put a negative spin on the OP's credibility by stating that someone with that type of budget could not possibly make his own travel arrangements. You are wrong.
Posted by Anonymous on 2010-03-02:
Actually, I've already explained the basis for my comments above, and I won't be repeating myself for you.

And, if I wanted to "state that someone with that type of budget could not possibly make his own travel arrangements," I would have stated it.

I do not need to imply or be indirect. I am quite honest and direct in my communication, and I cannot apologize to you if that makes you uncomfortable.

I said what I wanted to say, nothing more, nothing less, and I have no need to be accountable to you.
Posted by Anonymous on 2010-03-02:
There was nothing wrong with my comment. Thanks Mod! :)
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Need Vacation Pkg Manager Contact Info
Posted by Kmynahan on 04/08/2009
I booked my trip last week -- paying $1752 - today this same package is $1518 and I am now being told that Orbitz does not guarantee prices, and I cannot get an adjustment. I'm looking for contact info for an upper level manager to handle this! Any help is appreciated!
     
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Posted by Anonymous on 2009-04-08:
From their guarantee page: "The Low Price Guarantee applies to the rate for room nights or car rentals only. Promotional packages, deals, or bundles that may include additional amenities such as parking, meals, or entertainment are not eligible."
Posted by saj80 on 2009-04-08:
I once bought a car that went on sale a couple of months later for less than I paid; that's life. When you agree to a deal, honor your agreement.
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