Orbitz Complaint - Insufficient credit applied to our account
My husband and I booked two tickets through Orbitz last fall to South Bend to see my parents for Christmas. My husband got sick before our trip, so we postponed it. We were told at the time with some ambiguity that we had to use the credit by Nov. 5th and that the credit was $450.
As the date grew closer, about a month ago, we called to clarify the terms (did travel have to be started by Nov. 5, or ended?). The Orbitz representative excused himself to review terms and conditions, and came back to tell us that actually only had to book the tickets by Nov. 5. He happily and confidently confirmed this when we pushed back a little, as this wasn't what we were told the first time around. He did confirm that the only conditions were that they had to be booked by Nov. 5 and used by Nov. 5, 2007 (a year from now). He also said the credit we could apply was not $450, but rather $347.
We just got off the phone with them (Nov. 4) after a long and frustrating conversation. Apparently, we were told the incorrect information, and the tickets did have to be used by Nov. 5. Of course, if we had known this, we would have taken a trip last month instead of waiting! The first representative we spoke with today was very helpful, and told us that she could see on-screen that we had been told the wrong information in our second call, and the correct information earlier in the year. She then tried to re-book us through the airline directly--she was told at first that that would work, but then when she tried to actually make it happen, it didn't. Of course, this wasn't the airlines' fault, so we have no problem with them. She then passed us on to her supervisor. She proceeded to tell us that there was actually nothing that she could do to help us, and basically that it was our fault for listening to their representative. Apparently, their policy is that whatever they tell you first is what they stick with--this is obviously a policy they don't make clear to the public. She said that they in fact owed us nothing, although again this is their fault, but that she was willing to "split the difference with us" and give us give us roughly half of what we were owed in an Orbitz rebate.
I am completely disgusted with this experience, and have to say that it's going to have to be one great deal to make me ever want to book through Orbitz again. I strongly encourage others to reconsider booking through them as well--we were lucky that the tickets in question weren't expensive international flights!