orbitz.com Complaint - onorganized customer service

Review by H.F. on 2001-12-19

I made travel reservations online for my parents. After making the reservation we realized we did not check the senior fare box.

We immediately called Orbitz and to my surprise got a service rep quickly. They said to go online and cancel, then rebook.

We did this and everything looked well. We have 2 new tickets and online it showed the cancelled tickets.

About 2 weeks later my dad got his Visa bill. It showed the 2 cancelled tickets and the 2 new tickets. Then it should only 1 ticket refund instead of refunds for both cancelled tickets, even though on the website it shows both tickets cancelled.

I called Orbitz and the lady said she will fix it then email me. Now 5 days later I call again and I give the same info. and I am told a supervisor will call me within 1 hour.

Well after an hour it's bedtime so I call again and now I'm told a supervisor will call within 24 hours.

My dad wanted to use a travel agent but I talked him into using Orbitz.

I tell them forget the calls just fix the credit and email me.

Thank you.

To help keep me as a potential future customer, I would like the following:

I want the credit issued without all this turmoil.

At the very least I would like a response from your company regarding this incident. Thank you for your time.
Comments:2 Replies - Latest reply on 2002-07-10
Posted by Anonymous on 2001-12-20:
Orbitz supervisor left a message on my recorder 1 day after I posted the above. She said they have verified the mistake and are crediting the 1 ticket fare to our credit card.
Posted by Anonymous on 2002-07-10:
I am in a similar situation, I bought two tickets and one of the names was incorrectly spell, so I called them to fix the problem, they told me that they were going to cancel this transaction and that I had to buy the tickets again, so I did, on their website,it showed that the tickets were cancel only to find out that I had receive the "cancel" transaction tickets as well as the tickets that I wanted. After talking to their customer assistance (4 different ones) I had to pay out of my own pocket to send the wrong tickets back to them and I am worry that they charge me twice.

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