Orbitz - Flight Time Change Without Notification
ONLINE, WASHINGTON -- I spent over 2 ½ on the phone yesterday, only to have Brian – Agent #039191 refuse to pass me on to his manager. I booked 4 tickets to Cincinnati on 3/20/2013 for a flight on 7/11/2013. I am flying with 2 children and am VERY picky about layover times. I chose the flight I did because the only non-stop to CVG is a red eye and this flight only had an hour layover and was only about an 1 ½ hours longer than the direct flight.
Apparently the airlines cancelled the first leg of our flight and moved us to a flight that left 4 hours earlier (making it nearly a 5 hour layover in Denver) on May 13, 2013 but we weren’t notified. The only e-mail we received on all 4 of our flights was for my husband’s (his was booked under a separate itinerary because he had to come home earlier than us) on May 30, 2013 and it showed the 2:36 departure (which had been canceled 2 weeks prior to that). The next notice we received from Orbitz was yesterday to prepare for your trip, and it showed the new departure time of 10:36.
Unfortunately with it only being 2 days prior to flying it did not give adequate time to take any action. If I had been notified timely I would have either canceled our flights with Frontier and booked something that had a more acceptable flight time, or made arrangements to fly a day earlier as that flight was still available then. The airlines didn’t have another flight to offer and Orbitz would not take responsibility and put me on a different flight. The only accommodation offered was a $50 voucher. I can assure you that if this is how Orbitz conducts business I will never use them again and ensure I have posted my dissatisfaction on every available social media.
I was completely shocked at how poor the customer service was. Then I started reading the reviews here and realize that this is not a one off situation.
BEWARE - ALWAYS BOOK DIRECTLY WITH THE AIRLINES!!!!!
Company Response on 07/18/2013:
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 email@example.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.
Orbitz Customer Relations