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.
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.
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
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 woman 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 woman 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.
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).
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.
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.
Orbitz is horrible. I have used them for many years, but this is the end. I booked two tickets to Europe, then never received a confirmation or itinerary. I called customer service, and they couldn't find one either. So I re-booked. Then I get my Visa bill with TWO charges for $2,600! I call the airline and sure enough, I've been booked twice on the same flight. I call Orbitz and after a half an hour on hold, I'm told that I have to call back when the airline is open. Why can't they just take care of this? I ask.
Oh no, it only works when you're on the phone. This is when I slam the phone down on the representative (which I never do this kind of thing) because I am so angry. Screw you, Orbitz. I am taking my thousands of dollars of annual travel someplace else.
Due to a scheduling conflict, my husband and I had to change our returning flight. Orbitz explained that there would be a $105 charge per ticket, which I understood. However, the new flight was $95 cheaper than the original flight. The customer service representative assured me that the $95 would be given to me in the form of an in-flight voucher (a voucher that could be used on food in the plane). She provided me with a phone number where I could call and receive my voucher. What I had not mentioned previously, was that she put me on hold for 30 minutes while she looked this policy up in her refund manual.
I called the number listed, and the voice on the other end stated that "Orbitz lied to you, we do not do that here."
I called Orbitz back, explaining the situation, and asking for a refund of that $95. The representative and supervisor just kept repeating, "there is nothing we can do." In the 10 minutes it took me to call the number provided, and call Orbitz back, my credit card had already been charged, and they could no longer process any fee changes to my booking...
I said, let me ask you this: if the flight was more expensive, wouldn't you charge me? Then if the flight is cheaper, you should refund me. It can't go one way and not the other.
In the end, there was nothing that Orbitz could do, except for repeat that there was nothing they could do. Their customer service was terrible and unprofessional. They have no regard for the individuals who help keep their company afloat. They're a scam.
I would never do business with them again.
UNKNOWN -- NEVER, NEVER, NEVER use Orbitz from Australia. You will lose all your money if you try to make any changes. You have to call an international number (not toll free) which take my word for it, will never answer (or more accurately the International reservations section will never answer) - I wasted over 30 minutes in the course of 3 calls this way. I had to give up and kiss my flights payments goodbye.
There are far better online booking services you can use, but keep away from Orbitz.