Orbitz Complaint - Never again Orbitz!
CALIFORNIA -- A few weeks back, I booked 4 vacation packages with Orbitz because a friend had suggested that they are a big company and it is safer to go through them. After looking through my email to check my itinerary, I found that the sales agent who took my order over the phone had spelled my name wrong as well as one of the other passenger's. I immediately called Orbitz and was put on hold for more than one hour before I got a response from their package department's customer service. The guy who was helping me said that he had to resolve it with the airlines first and would give me a call back the next day. I waited three days before I called back and when I did, I was placed on hold for about 45 minutes before I could speak to someone. I eventually asked to speak with the supervisor since the second customer service person didn't have any authority to make any changes. I was placed on hold another 15 minutes before a supervisor came on to speak with me. He was rude and didn't want to help me at all, although it was their mistake. He said that there was no notes in the system that verified that I had placed the order on the phone, so they will not waive the $100 fee to change the name on my airline tickets. I argued that it was not my mistake and that they had to take care of that fee with Alaska Airlines. He said he would contact the corporate office because it was out of his hands and would get back to me the next afternoon. I waited and still there was no phone call so I called them back. After being put on hold for about 45 minutes, they hung up on me. I called back, was on hold for another 30 minutes, got transfered 3 times (this is normal for them...they transfered me all over the place each time I called). Finally, he got on the phone and told me that the corporate office had not gotten back to him and that he would call me back the next day. I decided to give him another chance. I finally had to call my credit card to dispute it because he never called me back. I decided to call him just to see if he did anything at all. I ended up speaking with very nice lady (who shouldn't even be working for a ridiculous company like orbitz) and she was able to help me in 15 minutes. She researched and found that I did placed the order over the phone with them and that they did screw up on my name and one of the other passenger's names. She advised me to call Alaska Airlines myself (which was another nightmare because I was on the phone with them for another 1 1/2 hours because of a 45 minute hold and 20 minute name change process per name) and that they will reimburse me the $100 as soon as I fax them the receipt. This whole process has been a nightmare. I will never book through them again.