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Read Reviews before you book. Worst Flight Experience of my Life.
Posted by on
This could be a very long story as I was on the phone for over 5 hours total.( I am not exaggerating!)
I booked a round trip from Phoenix to Calgary for two of us with Orbitz. When we arrived at the airport I was denied boarding as I did not have my passport just the passport card. Lesson one learned is you cannot use the passport card for flying. This part is totally on me!
United Airlines, after about and hour and half was unable to help me at the airport(they tried very hard)because I booked through Orbitz they could not separated the two person itinerary so I could rebook. OK so I go home to call Orbitz. They do their thing and I am told I have a confirmed reservation the next day with United Airlines.
Now the saga begins:
I waited about two hours and went to the UAL site to check in and print a boarding pass. There was no record on their site. I went to Orbitz where I found my revised itinerary but there was no way for me to check in.
I called Orbitz and after about an hour of who knows what they were doing the assured me that my flight the next day was confirmed and it would show up with united later tonight or by the morning at the latest. LIE #1.
The next morning there is no record, no email, no nothing about my flight.
I called Orbitz. They again assured me that I had a flight and to just go to the airport and pick up my boarding pass there. LIE #2
While I was talking to Orbitz I checked online at United and there was no record of me. I insisted with the Orbitz representative that things were not as they were telling me and that I would not get off the phone until I had a boarding pass printed.
Now it really got interesting. After about a half hour the representative came back on the phone and informed me that indeed my ticket was NOT issued and there was no longer any space on the flight for me. After regaining some resemblance of composure I asked to speak to a supervisor.
Jasper got on the line and again informed me that I was not issued a ticket and there was no room on the flight they told me I had the previous night. I had the itinerary sitting in front of me.

Jasper then proceeded to spend about an hour and half looking for another flight. He came back on and had a couple of flights for me and all it would cost me is $1100 additional. Again it took a couple of minutes to regain composure and lower the blood pressure. After a little negotiation and reasoning, Jasper found a flight that I think he said would not cost me anything but would get me into Calgary at midnight. I figured I had not choice but to accept. After another hour on hold, he gets back on and informs that I would have to call United directly to make the change but that all was well. I told him I did believe that and that I wanted a confirmation and boarding pass before I hung up. He insisted that my only recourse was to call United that he could not make the change. LIE #3
I called united and they had no record of what Jasper was talking about.(imagine that)
They did have the flight Jasper had told me would be free. Unfortunately it would cost me $2300. (again imagine that) The United representative heard my story and worked very hard. In about a half hours time I was booked on a US Airways direct flight for.........$82!!!!!

There are many more details I could include(I think I have already rambled)but the moral of the story is......DO NOT USE ORBITZ. They lied to me and certainly did not have any form of customer service. I heard at least 5 times that it was my fault because I had missed my original flight.
     
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trmn8r on 07/17/2011:
Are you saying that the United rep was able to get you booked on the USA flight, and you were charged $82 extra?

Kudos to United. There is ABSOLUTELY no way I would use any of these third parties to book as much as an 8th grade puppet show.
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Orbitz is the most dishonest company and its customer service sucks
Posted by on
CHICAGO, ILLINOIS -- I recently had two terrible experioences with Orbitz. the first one is when I booked a flight with them on Air Tran. Orbitz fools you into believing that if you book with them you have 24 hours, starting from the time you book and pay for your ticket , for cancelling a ticket free of charge (not including their handling fee). I trusted them and booked 4 tickets while not completely sure about the hour and day of departure as one of our party was awaiting for some school results before being able to fly. Fourteen hours later, I was informed that this person would have to fly later as she had to undergo an additional examination. I then called Orbitz to cancel my tickets and make another booking. However, their customer representative who spoke a barely audible English informed me that it was not possible. I told her that I was cancelling within the 24 hours that were allotted to me under their policy. She answered that with Air Tran, it was 4 hours and not 24 hours. I was incensed and told her that I had never been informed about this and that nothing in my documents alluded to this particular detail and that they should have mentioned this tome beforehand in which case I would never have booked the tickets, She was very insolent and told me that the 24 hours awarded to me were normally a courtesy measure and that I could not do anything about it. I tried to talk with her supervisor who was as rude and unhelpful as she was. I then wrote to their customer service to protest against this absence of transparency in their policies and advertisements.

They wrote back telling me that they could not do anything about it that it was the Airtran policies. I was so incensed that I told them it was the last time I was dealing with them. On my flight back I spoke with an Air Tran agent who told me that Orbitz had a very bad record with them, that they changed passenger's reservations at the last minute without due notification and that I would be better off booking directly with the airlines and thus avoid the unnecessary fee charged by Orbitz. Another passenger who was nearby told me that she too had had a very horrible experience with Orbitz. Finally I called Orbitz to ask them to cancel my account with them and to erase all the information they had on me ( name, address, telephone numbers, e-mail addresses, travel patterns, previous flights and reservations, hotel booking, car reservations etc.) and which, I know very well, they sell to marketing companies. They refused and told me the only thing they could do was to freeze my account and argued that technical9 computer-linked) problems prevented them from erasing all my personal information from their files.

I was furious and am now writing to the Bureau of Consumer Affairs of my home State to protest against this violation of my individual rights. I cannot understand how a company which has failed you can retain your personal information for its profit. So beware of Orbitz, a totally unethical and deceitful company!
     
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MJGoldfarb on 05/25/2011:
The airline agent (paragraph 3) was correct. Book with the airline (or hotel) directly & avoid many hassles.
Whiteduck on 05/25/2011:
And a company will never erase your data, no matter how or why you ask. They will cite some vague, non-sensical crap about legal issues, but it just amounts to how they see your data. It's an asset their company claims to own and why should they get rid of it? Because some low-life peon of an ex-customer wants them to? Not likely...

Good post though. Thanks.
custrelguy on 05/26/2011:
Hi,
My name is Kristi, and I am part of the Orbitz Customer Relations Team in Chicago. I have reviewed your comments and would like to see if I can assist. Can you please email to me your Orbitz record locator and I will review your concerns and respond back to you. Our email address is customerrelations@orbitz.com. In the subject line, please put to my attention (Kristi).

I look forward to hearing back from you.

Sincerely,

Kristi
Orbitz Customer Relations
Chicago, IL
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Orbitz has lost my business forever!!
Posted by on
On Monday night I tried booking a flight from Seattle to Ontario California on Orbitz. For some reason my card was declined (I'm thinking address issues?) so I tried again and then again, for a total of 3 times. When it didn't go through I used my friend's debit card and planned to give her the money for the ticket. No problems, ticket booked, excited about my trip!

Until yesterday (April 26) when I found out my friend had been charged DOUBLE the ticket cost. She called and was told the second charge would fall off within a few days, which was upsetting to say the least. If they are going to hold two times the amount of the ticket they need to put that in BOLD where it is visible before purchasing a ticket. I would have booked elsewhere if I saw it which is probably why its somewhere in the fineprint but regardless, we were less than thrilled.

THEN, I checked my account and found out I had ALSO BEEN CHARGED for the same ticket!!!! Seriously, you ask? Oh yes. So by declined they meant "this will look like its not being processed so you continue on in another way but we are actually in the process of manhandling your financial life. Thanks." The incredible part is that because I was charged this amount without knowing the other items that hit my account caused it to be overdrawn, causing hundred of dollars in fees to be assesses before I had my morning coffee. Of course I called and spoke to a woman who didn't understand that my problem was not that the money would be put back in my account. It was explained to me that within 3-5 days the charge would "fall off" because it wasn't attached to an actual reservation. However, my problem was that I was incurring fees as a direct result of their substandard system and would have multiple bills returned, incurring more fees AND damaging my history with these companies. I explained this to the woman at least 5 times and was told that I should contact my bank. So I did.

My bank informed me that the only thing I could do is file a claim which would take about 10 days to resolve. So I did so and then per my bank's instructions, called Orbitz back. This time I was able to talk to a fantastic gentleman named Ryan. He did a truly great job of keeping me calm and listening to my ACTUAL problem and offered to call Alaska Airlines on my behalf to have the charge reversed. Unfortunately, there was no code listed with the transaction on my bank account so he was told Alaska couldn't do anything. Back to square one after more than 5 hours on the phone.

I called my bank to get the code and it wasn't there- the transaction simply said something to the effect of "Alaskaairorbitz"- not what we needed. I called Orbitz again and was accidentally hung up on during the initial "can you verify your account" thing which I know was accidental but now on my 6th hour I was getting upset. That didn't help. Maybe they need a new phone system too?

This time I encountered a less than accommodating woman who was obviously trained to ignore a customer's request to speak with a manager and continued to waste my time informing me of the same irrelevant details that were becoming a redundant song blasting my ear drums!!!! I was extremely frustrated and asked yet again to speak with a manager. The woman I was transferred to couldn't help and sent me to yet ANOTHER woman who was reasonable but not at all kind or comforting through this process. After another 30 minutes of the runaround of what the problem was, whom I had spoken to and what they said, how my bank was handling this situation etc I was finally able to convince her to call my bank herself to rectify the stinking issue. She did and I was told the money was already added back to my account. I thanked her and went on my merry way after the most hideous experience with a company I've ever had.

Problem was- it wasn't. She told me that money would be available right away and maybe it was a bank hang up that caused it not to be available until this morning but how about checking with the person you're talking to before giving out false information? I attempted to get gas and was declined which would have been a HUGE issue had I not had cash with me.

All in all I'm angry. I spent the better portion of my day dealing with an issue that shouldn't have happened in the first place BUT I get that systems have glitches. That's not the problem. My problem is that whatever she did at the end of the day should have been done when I called initially. I was also not offered any help with my bank- which is not the treatment my friend got (she was told they would contact her bank on her behalf), not met with a courteous or helpful attitude in most cases (except Ryan-great job with him!) And was not offered anything for my ordeal. This has been a miserable experience. In the future I will either book directly through an airline (or hotel or rental company). The last thing I'll say is that this isn't just unfortunate for my friend and I on a personal level because of all of our wasted time and held funds but also because this particular friend works for a company which utilizes companies like Orbitz on a regular basis and because of our experience this week, they will also be going elsewhere from now on. Great job Orbitz! It's been an experience.
     
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Alain on 04/28/2011:
Yet another reason for me to avoid third party contractors.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Flight
Posted by on
Rating: 1/51
Read before PURCHASING ANYTHING OFF Orbitz. Horrible experience.

I had purchased a ticket on orbits from Toronto -> San Jose, Costa Rica.
When I had someone call to cancel the ticket to adjust some dates , it was canceled and they did NOT inform me I would have to call the insurance to cancel the policy, yet they did not hesitate to charge me the fee when I had to later rebook the dates. I found this out when I got my statement. I was ON HOLD for TWO HOURS .. Agents were EXTREMELY RUDE Had to CONTACT AIRLINE MYSELF to rebook the flight. When we rebooked the flight, I sent my Itinerary to where I was going and they laughed at the WRONG BOOKING, they booked it to SAN JOSE CALIFORNIA INSTEAD OF COSTA RICA ! WHAT THE HELL!? I called Back and they said that they CANT DO ANYTHING TO HELP AND I SHOULD CALL THE AIRLINE BECAUSE I was over the change limit. Their staff booked my FLIGHT WRONG!! I had to pay AMERICAN AIRLINES ( WHICH I CONTACTED an additional $560 to change the location!! AND THIS THIRD PARTY ( ORBITS HAD A CHANGE FEE AS WELL FOR DOING NOTHING!!!!!) He stated when we call the call is monitored and recorded but when they call us it is not! !What customer service protection is that?! Like when You go to a DOCTOR and your right hand hurts, but he cuts off the left, is it your fault!?

I called back a few weeks later as I have had no time to deal with this hassle and was on hold for 50 minutes before I got an answer, again with an extremely rude agent, he kept trying to over talk me and interrupt me as I was explaining my situation. When I asked for a manager and I was talking he just cut to the damn music and put me on hold for another 15 minutes. When he returned he said there is only one manager and that he can't assist me. At this point I was exalted with fury... He then cut the line gain and I thought he hung up, so I left the phone hanging to be sure, so they won't use that against me, after 10 minutes again came the hold music on...

I am extremely enraged at this as I had a total cost of almost 1500 for this damn 5 day flight and they will not refund my money!


NEVER AGAIN
     
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Peter on 08/08/2014:
Just curious. Did you call them or did you make the reservation online? If you did it online you picked the wrong city, not Orbitz. I only used a 3rd party online agency once (saved $50), other than that I always book directly with the airlines for exactly the same price as the online agencies except I have a lot more flexibility by dealing with the airline than through a 3rd party.
Sarah on 08/08/2014:
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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StarEmpty StarEmpty StarEmpty StarEmpty Star
Orbitz - Wrong Policy, Wrong Attitude, Wrong Company
Posted by on
Rating: 1/51
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.
     
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custrelguy on 08/31/2013:
Hi Crkates,

My name is Lynne, and I am part of the Orbitz Customer Relations Team. I’m sorry you’ve had difficulty resolving this concern. Please email us at socialnetwork@orbitz.com, and include your Orbitz confirmation# so we can investigate and resolve this issue.

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

Sincerely,

Lynne
Orbitz Customer Relations
Chicago, IL
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Orbitz - Flight Time Change Without Notification
Posted by on
Rating: 1/51
ONLINE, WASHINGTON -- I spent over 2 ½ on the phone yesterday, only to have Brian – Agent #039191 refuse to pass me on to his manager. I booked 4 tickets to Cincinnati on 3/20/2013 for a flight on 7/11/2013. I am flying with 2 children and am VERY picky about layover times. I chose the flight I did because the only non-stop to CVG is a red eye and this flight only had an hour layover and was only about an 1 ½ hours longer than the direct flight.

Apparently the airlines cancelled the first leg of our flight and moved us to a flight that left 4 hours earlier (making it nearly a 5 hour layover in Denver) on May 13, 2013 but we weren’t notified. The only e-mail we received on all 4 of our flights was for my husband’s (his was booked under a separate itinerary because he had to come home earlier than us) on May 30, 2013 and it showed the 2:36 departure (which had been canceled 2 weeks prior to that). The next notice we received from Orbitz was yesterday to prepare for your trip, and it showed the new departure time of 10:36.

Unfortunately with it only being 2 days prior to flying it did not give adequate time to take any action. If I had been notified timely I would have either canceled our flights with Frontier and booked something that had a more acceptable flight time, or made arrangements to fly a day earlier as that flight was still available then. The airlines didn’t have another flight to offer and Orbitz would not take responsibility and put me on a different flight. The only accommodation offered was a $50 voucher. I can assure you that if this is how Orbitz conducts business I will never use them again and ensure I have posted my dissatisfaction on every available social media.

I was completely shocked at how poor the customer service was. Then I started reading the reviews here and realize that this is not a one off situation.

BEWARE - ALWAYS BOOK DIRECTLY WITH THE AIRLINES!!!!!
Company Response 07/18/2013:
Hi, Molly,
This is Robert, and I am part of the Orbitz Customer Relations team. I am sorry for the disservice from Orbitz. Please forward the Orbitz Record Locator to us at socialnetwork@orbitz.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.
Sincerely,
Robert Woyach
Orbitz Customer Relations
     
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Weedwhacked on 07/10/2013:
You want a travel agency to pay for a different flight due to an AIRLINE schedule change? When you purchased your ticket you agreed to the term that the airline can change flight times at any time they choose. It is your own responsibility to keep up-to-date on your itinerary.
molly.rudd on 07/10/2013:
It was Orbitz responsibility to update the itinerary with the change from the airlines, which they did not. I had been on-line and looked at my itinerary after the airline made the change and Orbitz was not reflecting the change. Just as the e-mail they sent on May 30th didn't reflect the new flight times (this was 17 days after the airlines made the change). I agree that if I HAD been notified of the change and chose to not do anything about it at that time it would be my own fault, or if the airline had made the closer to the travel date, it would be between me and the airline. But this was CLEARLY Orbitz' miss.
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StarStarEmpty StarEmpty StarEmpty Star
Bait and Switch With Package Price
Posted by on
Rating: 2/51
Tried to book car, air and hotel together. Gave one price and when I chose everything, price rose by 40$ Tried again an hour later. Same thing happened. Lured with one price, then swiftly, not seconds had gone by, I again got an "alert" that the price rose by 40$ due to a change in availability. BS!!!

Tried the next day, and AGAIN the same thing happened. Package lured with with the same EXACT price, seconds later when I chose to book the trip, price went up by $40 to the same EXACT price it was twice yesterday. I then chose the option for a $21 less expensive car, but guess what? Again, price alert, price jumped to the same price it was before I chose a $21 less expensive car.

If they were hell-bent on the fixed price, I wouldn't have settled for the economy since I had to pay the same price no matter which car I chose. Very unsettling and I believe I had.
     
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DELL Hell on 09/11/2012:
Just about everyone of these 3rd party travel sites is a con job of one sort or another. Priceline leads the pack for grabbing your money and seeing how little if anything they can give back for it.

Book direct and let these 3rd party travel sites go the way of the Dodo Bird (Raphus cucullatus). Extinct, if people would stop giving them money.
love them bassets on 10/05/2012:
I, for one, was always skeptical of these vacation deals and travel specials and had always used AAA for my vacation planning. After being very unhappy with AAA, I thought I would try one of these sites, namely Book-It, and set up a trip to Aruba. The prices were much better, I had a choice of payment plans, and the entire vacation went off without a hitch. I was very pleased and would definitely use them again. The prices they posted were not inflated at any time, and I felt that I got a great deal for my money with no surprises either at the airport, the hotel, or any added "extras" that we paid for. Sure, I have heard some horror stories about some of these travel sites, but at least if there is a problem, who have someone to file a complaint with because if you personally schedule and find your own deals, if anything goes wrong, you only have yourself to blame. I couldn't have asked for more on my vacation and everything came off as planned.
maoblackirish on 10/05/2012:
I agree. The same thing happened to me.
custrelguy on 10/04/2013:
Hi, ozer14,
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 socialnetwork@orbitz.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.
Sincerely,
Robert Woyach
Orbitz Customer Relations
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Broken Promises
Posted by on
Rating: 1/51
CHICAGO, ILLINOIS -- Wow, there is obviously a trend here! I've been an Orbitz customer since October 28, 2001...over 10 years (I have my original registration email). In August of last year, I purchased 4 round trip nonstop tickets. The return carrier decided to change our original nonstop flight to one with a layover. Since I was traveling with two small children, I called Orbitz to cancel the flights as this was not what I purchased. I was assured by an Orbitz representative on 9/28/2011, after they spoke with the carriers, that I would be receiving a credit for these flights. I PROMPTLY REBOOKED ACCEPTABLE FLIGHTS THAT SAME DAY.

Two weeks later, I received an email stating that my credit request was denied. Again, I called Orbitz on 10/11/2011 and again, after their representative spoke with the carriers, I was told that I should be receiving a credit for the original tickets. Just yesterday (2/21/2012), after recognizing that I never received a credit or even another email denying the request, I called Orbitz. Again, the representative said that I should have received a credit, told me that his system notes indicate I was told I would receive a credit, and called the carriers who said they issued a credit but it was denied for some reason. He then told me the previous Orbitz representative "should not have told you that (I would receive a credit)" and would be passing me to his supervisor who kept repeating the phrase "I'm not able to do anything for you".

Bottom line, I've spent a lot of money re-booking flights consistent with my original purchase based on the information Orbitz conveyed only to find out later that that the Orbitz representative "should not have told you that".

I run a business with 30 people that I am ultimately responsible for. If one of my staff makes a representation to a customer, I follow through on it even if it doesn't immediately benefit my organization. I will be taking my travel business as well as those who work for me elsewhere.
     
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Best customer service ever
Posted by on
I have to say I will not spend the hours searching other sites for airfare, trips, or even hotels in the future. Orbitz has topped any company for travel I have dealt within price assurance, arrangements, and most recently customer service.
While I am certain Orbitz must base their refunds, or rebooking on a customer to customer bases, we could not be more pleased with our recent out come.
Due to an unfortunate family death we were forced to cancel our long planned trip to Puerto Vallarta at the last minute. In that we did not purchase the insurance being an added expense we could not afford, we did not know if we would recoup anything.
The customer service reps we touched base with went over and beyond in all they did for us. The loss we incurred was minimal thanks to the hard work of the customer service team. They worked with the Resort we were booked with as well as the airline company. While we had to rebook a trip by a certain time line with the same airline, we were able to rebook; which kept us from losing our airfare completely.
The customer service team was always so pleasant, and while some spoke with an accent, they all understood and spoke English well.
Prior to having to cancel our trip we had difficulty reaching one of the places we had reservation with for an activity. When we called Orbitz they took care of the problem right away.
Often to get confirmation or work on getting refunds, or rebooking information they would have to place us on hold, and was so apologetic. This was one time I did not mind being placed on hold.
We had used Orbitz a few times in the past and was always pleased with the outcome of our flights, or trips. We have run across people that had booked through other well known names only to not have their rooms when they arrived, or flights that over lapped.
To know as much as possible we will be taken care of, and that if anything does arise we will have the best of the best in customer service, in the future we will only use Orbitz.
We highly recommend Orbitz to anyone traveling in any way. To note we are not ones to write reviews, and generally do not necessarily make recommendations, so please know we would not say this if we were not totally confident in this outstanding company.
     
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Darrell27 on 01/24/2012:
Sorry, your review sounds too good to be true. Several months ago my wife and I booked a trip to Ireland on Orbitz. After waiting about an hour for an e-mail confirmation, it never came so I called them and asked where my reservation was. I was told by SEVERAL agentss that they had no idea what I was talking about. I checked with my credit card company and was told that Orbitz did indeed charge my card for airline and hotel in Ireland. Orbitz then hung up on me and said and I quote "you have not booked any travel through us". I then called and faxed their hq and after 2 days of this nonsense, they finally admitted that they charged my credit card, but still couldn't find any record of any flight or hotel reservation in their system. They finally agreed to refund my credit card. Lesson learned, never ever book through a third party. Instead of going to Ireland this April, we're going to Washington D.C.
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Orbitz Procedure
Posted by on
I will never book with Orbitz again. I was flying from Atl to Jamaica with a layover in Fort Lauderdale. I got my confirmation printed and printed my boarding passes before I left home. I went thought the kiosk then security and finally made it to the gate. Things were going well. Out of curiosity though I asked the lady at the gate when I would get the boarding pass for the trip from Fort Lauderdale to Jamaica and she said I should have already gotten it and that I couldn't get it once I got to Fort Lauderdale. They couldn't help me at the counter so I had to go back to the front desk. There they said that this happens all of the time with Orbitz. Instead of booking one trip through with multiple airports they book them as separate flights. After some trouble the front desk finally got the boarding passes for the second leg of the trip printed (there was a printer error though and it took about 20 minutes before they printed..not Orbitz fault). Then the lady rushed us through security and we got to the gate as quickly as possible. We arrived at the gate the second time at 7:00 and that was the time of departure. They had not yet left and the ramp was still hooked up but the doors were shut and they wouldn't let us board. So because Orbitz didn't send both of our boarding passes and I didn't know that I needed them both from the first departure, we missed our flight to Jamaica. The airline is putting us on another flight today. Unfortunately, we won't get the $300 back on our room and our trip was only for 3 nights. We will be leaving our hotel for the airport shortly to deal with all of this process again. Hopefully we will actually make it to Jamaica this time and hopefully they will find our luggage that was on the original flight.
     
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Ben There on 05/29/2011:
Travel agents don't issue boarding passes - airline's do. It sounds like you were flying on two different airlines? If so, many times they can't issue each others boarding passes, especially if the check in agent does not know how to do it. In this case, you just get the next boarding pass at your connecting airport.

I've had this happen plenty of times - even with tickets purchased directly from the airline on alliance carriers.

I bet the airline agent forgot to check you in all the way, and when they couldn't figure out how to fix it they blamed Orbitz since they were not there to defend themselves.
trmn8r on 05/29/2011:
I read your complaint, and I read Ben_There's comment.

My gut feeling is this is an airline issue, not Orbitz. If airlines can't issue boarding passes, who can?
Anonymous on 05/29/2011:
Following your theme Ben There I just wonder if the OP booked and the first leg was on NK as FLL leads me to believe that. I don't believe NK would use a common IATA PNR but perhaps an Orbitz generated one that includes two separate as I don't believe anyone has agreements with them -thus the inability to issue BP for the onward segment.
On an international itinerary an inexperienced traveler should always use a bricks and mortar travel agent... expecting customer service when things go wrong with an online aggregator is unrealistic.
custrelguy on 05/31/2011:
Hello lunanina, I am contacting you from Orbitz Customer Relations. If you could e-mail me your Orbitz record locator to customerrelations@Orbitz.com, I will be glad to review your reservation.

Please place the e-mail to my attention, and please include your blog and screen name.
Thanks,
Lynn
Orbitz Customer Relations
dm24vegas on 06/01/2011:
I am sorry this happened to you, but just as everyone else here said, AIRLINES issue boarding passes, not Orbitz or any other travel agency!!! I agree with Ben_There, the airline agent FORGOT to check you in all the way to Jamaica and then they had to blame someone other than themselves!
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