Choosing Orbitz Was a Mistake!
Travel Changes Due to Hurricane - Complaint
ANY CITY, PENNSYLVANIA -- I hate Orbitz. They have screwed us over so much. We have spent over 900 minutes on the phone with them and additional costs that amount to almost the original cost of our vacation. We are STILL trying to resolve issues that started in October and every time we call we have to explain the situation AGAIN. So many issues with them I am just livid. I used to love Orbitz but I wouldn't recommend them any more.
They keep saying the hurricane was a voluntary reason for flight changes?! They charged our credit card without telling us and the receipt they sent us had an Orbitz credit card with Orbitz mailing address on it, so I didn't find out until we got our credit card statement. What if I had used my check card and that came out of my checking?!? Um, yeah.
We were flying for a cruise and they would not change our destination city so we had to buy an extra flight because our cruise ship wouldn't be there a day later- but they didn't care. It's just ridiculous. They promised us vouchers for future travel but now they are saying they never did and keep repeating "sorry, we can't meet up to your expectations". Seriously, I expect you to do what you say you are going to. That's all really... The best part is we have trip insurance for this entire thing. Over 2500 claimed to trip insurance and an additional 1600 Orbitz owes us. I would say don't bother with them!!!
Every time we call, we are on hold for a very long time and then we have to ask for the international department. Otherwise, we explain our situation and then they say you need the international department and we are on hold again. The customer service agents speak English but they don't really understand what we are saying and sometimes I don't think they understand the full meaning of what they are saying because they don't make any sense. Then if you get disconnected, instead of them calling you back, you get an email about the disconnection. And you can't speak to the supervisor you were speaking with before because they can't transfer you. So you are back to square one explaining your situation all over again.
We were supposed to fly JFK to FCO on October 30 but the Hurricane hit. We got a flight from Boston to FCO that ended up having a connection in Atlanta. We couldn't make it to Boston so we looked for a flight to Atlanta. We found one with the same airline but the airline told us Orbitz didn't actually issue our ticket from Boston to FCO so thank God we didn't drive to Boston. We called Orbitz a million times and they could get us on another flight to FCO but arriving in Rome on Nov 1 for our cruise departing Oct 31 really wouldn't do us any good. Can we get a flight to Athens and meet the cruise there on Nov 2nd? No, that's considered a voluntary change in itinerary. So we end up getting a flight to FCO on Oct 31 and we have to buy a separate flight from FCO to ATH on our own. Orbitz says, since you have to do that we will give you a credit for each ticket- $100 that you can use on future travel. And our new flight going to Rome on Oct 31 will not cost us anything additional? Right. We had the lady say it at least 3 times because she kept messing things up like having us on another flight from Boston to Rome instead of JFK or an airport near us. I get an email and it shows Orbitz paid some $3500 for our new flight on some Mastercard issued in a lady's name I don't know and I reverse search the address to find it is an Orbitz billing address. Okay, makes sense.
Then, we got back from our vacation and I got my credit card statement of two charges 1700+ and one refund of 1900+ for a net charge of 1600 or so. WTH? I call, again. And again. Oh My Goodness, my phone records from all the calls to Orbitz are out of control! And it's because I never get anywhere. So this time they have nothing for me, basically the refund takes 45 days and I should have it around December 15.
My husband also deduced that what they are probably doing is completely refunding the original flight and that is why they charges appear with a payment for the difference of the original flight and the new flight. December 15 and still no refund. Call today, on hold 20 minutes, ask for international department but the lady says she can help. explain the situation and she says you already got a refund of 1900... NO, that was because they charged for the new flight and agreed to pay the difference in cost. We need the refund from the original flight. Get transferred. Same thing- you already got a refund. No, and I explain it again. Oh, yeah they are still processing that. Okay, what about the $200 in credit for future travel? That's not in the notes. We don't do that and I can't honor that. Plus why would you get a credit in addition to a refund? Because you flew me to Rome when my cruise left the day before and refused to get us a flight to Athens which doesn't make any sense since you had to refund the original flight anyway.
I could write a book about the phone calls I have with this company. I wish I could not be so [snip] to continue documenting this play by play of a mess we are in but we need our money back and I'm tired of being on the phone with Orbitz and getting nowhere.