Orbitz Complaint - Absolute incompetency and misinformation
I had used Orbitz quite a bit. We had a trip for four (2 seperate reservations) to New Orleans which we had to cancel due to the hurricane. I literally spent hours on the phone with Orbitz and the airline (American) to get the facts regarding our options for changing the reservation. What I had been told, and confirmed with both parties, was that we had a window - until October 31st, 2005 - to change the flights without incurring change fees, and that travel was to be completed by one year from the initial date of original ticket purchase, May 2006. I called Orbitz on 10/29 to rebook the flights. Unfortunately, the customer service representative of this company who answered my call was not only incompetent at the highest level, but extremeley rude, and the information she passed on to me as fact about my options for re-booking was an out and out lie. If I had been not so savvy and believed her, her misinformation would have cost, and lost, me over $600. The info she adamantly stated to me, and defended when I informed her that she was surely mistaken, was that while we did have until Oct. 31st to rebook the flight without incurring fees, we also had to TRAVEL by October 31, 2005 (in two days)! This info wasn't even close to being remotely true, but she was insistent, even going so far as to saying that she confirmed this with American Airlines, and that I had no choice but to accept it. I asked to speak to a supervisor, but she told me that no one was available to take my call, and wouldn't be until business hours on Monday. I had no where to go for help with Orbitz, and was very upset that perhaps somewhere down the line I had misunderstood, and that what the represetative was telling me WAS true. I was faced with losing over $600 worth of airline credit and I wasn't a happy customer.
I hung up and called American Airlines and explained my situation and what I had been told by Orbitz and asked for their help. They were wonderful, confirmed that what Orbitz told me was absolutely incorrect, and cheerfully rebooked and ticketed my flight. I mentioned, quite empahtically to AA that I will never use Orbitz again, and keeping with this notion, have been informing any one who will listen to avoid the company at all costs. It's just not worth it - not the high level of stress I endured, nor the risk of losing several hundred dollars due to their hiring of incompetent "trael agents" -- if that's what they really are.