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Orbitz - Page 2

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179 Reviews & Complaints


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Do Not Book Flights With Orbitz
Posted by Laura.rebecca on 01/03/2014
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 needed 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!!!
     
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Bad Customer Service
Posted by Chenli62890 on 12/21/2013
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 do are frequent fliers there are more generous reward programs, cancellation policies, and with better customer service out there.
     
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Posted by Sarah on 2013-12-24:
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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No Human Beings Home - Ever - Good Luck!
Posted by Ggden2 on 12/08/2013
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!
     
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Posted by Sarah on 2013-12-24:
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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Horrible, Awful, Rip Off With Terrible Customer Service.
Posted by Tom_hertz on 11/20/2013
SEATTLE, WASHINGTON -- Horrible, awful, shysters, rip off.. what other adjectives could I use 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 the fact 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.
     
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Posted by custrelguy on 2013-11-22:
Hi Tom_hertz,

My name is Lynne. I’m a member of the Orbitz Customer Relations Team. I’m sorry to hear of this disappointing experience. If you’d please email us at socialnetwork@orbitz.com and provide the Orbitz Locator/Confirmation number, I’ll be able to investigate further and address the issue.

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

Sincerely,

Lynne
Orbitz Customer Relations
Chicago, IL
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Orbitz Put Us Through H*ll
Posted by Sarahsmiles on 11/19/2013
?, ILLINOIS -- I pre booked my family a trip to Orlando only to be stuck at the airport with my wonderful kids. After a while when we were told we could not retrieve our car because my bank Visa with well over enough money on it did not qualify - even with round trip tickets. Which made no sense since I have traveled and rented well over enough cars to know the requirements. Was told to call Orbitz. Long story short my kids became tired hungry and crabby after 4 hours of being put on hold I spent triple paying for a car I already paid for. You know what Orbitz said when I finally got in contact? Were sorry to hear that. No compensation offered!

Bad business tactics. Bad customer service! Read all fine print and that might not be enough to keep your trip hassle free or destroyed!
     
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They Were Just Not Interested
Posted by Kay.jervis on 10/25/2013
I booked a holiday from Australia to Turkey with Orbitz. When I received seat allocation my husband and I were not seated together for any of the four flights. I complained and was virtually told to fix the problem myself. I complained again and they were miraculously able to find seats together on two of the flights.

I feel that as I was treated with contempt, I am not stupid and do not appreciate being treated in such a manner. They were happy to take my money. Customer service was abysmal.
     
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Posted by Sarah on 2013-10-30:
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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Don't Buy Travel Insurance With This Company
Posted by Bryonclissold on 10/05/2013
We booked our tickets from Krakow to Chicago return, plus travel insurance.

When we realized we had travel insurance that covered a trip to the USA
we canceled this policy only to find that Orbitz as well as the insurance company had both deducted premiums. The insurance company refunded theirs, Orbitz said we had been refunded by the insurance company, end of story.
     
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Posted by custrelguy on 2013-10-24:
Hi Bryonclissold,

My name is Lynne. I’m a member of the Orbitz Customer Relations Team. I’m sorry to hear of this disappointing experience. If you’d please email us at socialnetwork@orbitz.com and provide the Orbitz Locator/Confirmation number, I’ll be able to investigate further and address the issue.

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

Sincerely,

Lynne
Orbitz Customer Relations
Chicago, IL
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Amazingly Bad Service
Posted by Mdozier on 09/23/2013
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.
     
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Posted by custrelguy on 2013-09-26:
Hi mdozier,

My name is Lynne. I’m a member of the Orbitz Customer Relations Team. I’m sorry you’ve had such a difficult experience. Please understand, Orbitz, as a third party, must adhere to the airline fare rules and policy at all times. In the case of non-refundable tickets, we must appeal to the airline on behalf of the customer for an “exception” to their rules. Unfortunately, as payment for airfare was collected by the airline, any refund/credit must also be approved/processed by the Merchant/Airline holding your funds. We sincerely apologize for any miscommunication in this regard.

If you’d please email us at socialnetwork@orbitz.com, and include the Orbitz confirmation number, I’ll be able to investigate this refund issue for you. Thank you for reaching out. We look forward to receiving your information.

Sincerely,
Lynne
Orbitz Customer Relations
Chicago, IL
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Awful Service, Flight Change Without Notification. . .Avoid at All Costs!!!
Posted by Jbtoub on 09/15/2013
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 on 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, there response was that there was nothing that could be done. They offered me a measly $75 voucher will 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.
     
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Posted by custrelguy on 2013-09-16:
Hi, jbtoub,
This is Robert, and I am part of the Orbitz Customer Relations team. 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
Posted by Weedwhacked on 2013-09-17:
Orbitz didn't make the schedule change, it was the airline.
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Orbitz - Wrong Policy, Wrong Attitude, Wrong Company
Posted by Crkates on 08/20/2013
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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Posted by custrelguy on 2013-08-31:
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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