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178 Reviews & Complaints


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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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Cancelled Business Fare Reservation to Paris Without Notification
Posted by Bryancadams on 08/19/2013
I purchased business class tickets from Charlotte to Paris for our 10th anniversary trip for $6800--a splurge to say the least. I used Orbitz for the transaction. I purchased the tickets in May 2013 for our Sept 2013 trip--plenty of time to ensure convenient arrival/departure times and minimal layovers.
Sometime in June 2013, the return leg of our trip was cancelled without my knowledge. I received no notification of this. I only learned of this when I went to the site to review our itinerary. When I called Orbitz, I was told that, yes, the return flight reservation was cancelled, and that I would need to call British Airways to iron it out. BA, of course, told me that only Orbitz could fix this. Orbitz seemed to have little interest in correcting this major mistake. After 6 hours on the phone and talking with multiple different "supervisors", we got some new flights with very inconvenient departure times and huge layovers. No apologies. They absurdly made it seem like I was the problem, like it was somehow my fault.
The worst service of all time. No more Orbitz
     
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Booked Flight Over a Year About, Orbitz Decided to Change That
Posted by Brcny0220 on 08/12/2013
MADISON, WISCONSIN -- I booked my flight to Rhode Island with a group of people over a year ago. A week to go before I travel, I got an email saying that Orbitz went through and changed my flight time, without ever contacting me. They changed it so I, just me, was getting in 8 hours later than the original booked flight. I was not stand by, so I was a little confused. Especially seeing that no one else in my party was changed. So I called, and a women in the Philippines said that it wasn't their fault it was United, in fact I never paid Orbitz, that fact differs from my receipt, and in fact I paid United directly.

Now I asked them why [snip] did I book it through you and not just through United directly and that she was wrong because I know Orbitz gets a portion of what I paid. Never the less the women told me I had to contact United.

I called United and a women in India told me that United contacted Orbitz 5 months earlier about the flight change and that it is Orbitz's fault for waiting too long, never contacting me and waited to the last minute to book me on another flight. In fact if they were prompt about it I would have gotten on a earlier flight. And seeing that it was Orbitz fault United refused to book me in any other airline, and told me to talk to Orbitz. Who said guess what... It was United's fault.

I'm amazed that this company gets by on screwing over their customers. Hopefully they go out of business.
     
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Posted by Weedwhacked on 2013-08-12:
Do you actually believe that travel agencies can change flight times? Airlines have schedule changes about 4 times a year, (which is why booking over a year early is not a good idea). By choosing Orbitz instead of United to put yourself in more risk. When United makes a schedule change they advise all the customers that booked directly with them. Those who chose travel agencies need to get that information from the agencies as the airline doesn't have your contact information in a way that they can contract you directly.
Posted by custrelguy on 2013-08-19:
Hi, Brcny0220,
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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Customer Service
Posted by Dontwantemail on 08/09/2013
My price of my flight was increased in the amount of time it took me to fill out the billing information to book. When I called the customer service desk for help, I was on the phone for 45 min, talked to 4 different people, and was disconnected three time. They requested my phone number in case of a disconnection. But I never received a call back, I had to call back each time and wait on hold all over again. Nothing was ever figured out, and they could not even locate the flight I was waiting to book (even though it was sitting on the computer screen in front of me, and I had given them all of the information).

     
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Unclear Customer Service Rep
Posted by Bchambs11 on 07/23/2013
PITTSBURGH, PENNSYLVANIA -- I called Orbitz today to add one more day to my vacation which would require an additional rental car day and a change in flight. I was told that my car rental would be cancelled and rebooked for a new higher price. I said ok for that. My original cost was $607 for the whole trip then it went to $749.

The representative spoke about a $400 flight change. So to reassure what my total cost would be I asked if I would be only paying the different of $607 and $749 and she said yes. I asked twice and got attitude for asking the second time. I thought the $400 dollars was the total of my entire flight not for changing. That's why I asked multiple times if my total was only going to go up to $749.

Well the second I checked my bank account I noticed that I was charged that $400 taking me to over a $1000 on the whole trip. That's why I asked multiple times about my total. The customer service desk won't help me when I tell the situation. All I did was sit on hold the entire time. If they listen to the recording they could clearly hear me ask multiple times about my total charges and the representative clearly state that I will only be paying the $749 total. I did not want to double my charges for only one extra day on vacation.
     
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Posted by Weedwhacked on 2013-07-23:
Changes in flights after they're ticketed are very expensive. You should have booked directly with the airline as it would have been easier to see the total difference. It wouldn't have been cheaper, but you would know right away what you would be charged.
Posted by Orbitz on 2013-07-25:
Hi,

My name is Charlotte, 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,

Charlotte
Orbitz Customer Relations
Chicago, IL
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Horrible Customer Service
Posted by Habibgomezn on 07/11/2013
I had to change my flight to a different flight with Orbitz since I purchased my tickets with them. No one knows what they are doing. I asked to speak to a supervisor and I was placed on hold for about 45 minutes waiting for a supervisor. When the supervisor picked up, she didn't even know what she was doing. She asked me the same questions over and over and did not comprehend that I needed to change my tickets.

If you can avoid booking any flights with Orbitz I would recommend it. No one knows what they are doing. Very frustrating and a waste of my time.
     
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Posted by custrelguy on 2013-07-18:
Hi, habibgomezn,
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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