Orbitz - Broken Promises
Customer Service - Complaint
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.