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 gave 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 he had a supervisor.
I'm beginning to think 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 something more than blogging needs to be done to get the attention of someone who has the authority to "fix" the Orbitz.com organization.
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 transferred 3 times (this is normal for them... they transferred 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.
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 cancel 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.
I booked a vacation to the Dominican Republic several months ago with Orbitz because they had the best rates. Definitely not worth it. Upon reviewing my itinerary recently online (Orbitz 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 disaster 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 business hours when the reservation desks are open. Hello! I have a job, who has hours and hours to spend on the phone during business hours?! Anyway, we called back at 5 pm because we were later told that the desks are open until 8 pm. 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 7 pm. 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.
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!
CHICAGO, ILLINOIS -- 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!
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 woman 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 >.<
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!!
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 oriented 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.
MISSOURI -- My friend and I decided to take a trip. As we were using the Orbitz website it asked for our credit card number for the payment. We entered in his first and it had an error. It said to call the bank. So then we tried my credit card number and the same error occurred. I called my bank, being a Sunday I couldn't find anyone to help so I waited for Monday to roll around. When I called the bank I had been charged for not only 1 trip, but 3 TRIPS!!!! I called my friend right away and he was also charged for a trip, too!!! We NEVER confirmed any charges or any flights!
After hours and hours on the phone with the company (both my friend and I) they would NOT let us talk to a manager or explain why the charges had gone through. Then they wanted to talk to our banks and get more personal info from them. My bank, thankfully, would not give out anymore of my personal info. We couldn't find an "American" to talk to and couldn't understand the people we keep getting transferred to. This was very upsetting and we should have gotten a free vacation!!! WE WILL NEVER USE THEM!!!