Orbitz Complaint - Boycott Orbitz--Save Yourself
I purchased air tickets from Orbitz for my family to travel from Tennessee to London, England for Spring Break, 2007. I will never, ever trust Orbitz again.
First, I was sent paper tickets, printed on British Air stock, for tickets originating from US Air, operated by United, on planes owned by Mesa and with connections to British Air. And I was charged a hefty charge for the "handling and postage" of the paper tickets. Naturally I was informed of this after I had already made my decision based on positive customer service reports on Orbitz from J.D. Power and airlines. Ironically, I had avoided United Air because of their poor ratings in customer service, but United was the airline in the end that helped us the most.
When weather conditions caused a cancellation of our United outgoing flight (US Air number, operated by United, owned by Mesa Air, ticketed on British Air stock, issued by Orbitz), we were shuffled to 9 different lines in three airports while two days of our pre-paid international vacation slipped away.
How did Orbitz help? Three times, we held for Orbitz on the phone for 90 minutes, were then transferred to an "international specialist." Then we held for another 60 minutes until the telephone went dead -- the phone connection was cut off. During this time all available seats on possible flights out of the US were being taken by airlines or agents who were actually serving their clients.
In the absence of any communication with Orbitz, we stood in airline lines for a total of 16 hours, held on the phone for 10 hours, were refused reserved seats on British Air (because Orbitz issued tickets which gave us no rights to personally re-negotiate due to cancellations and delays). Ultimately had to purchase out-of-pocket duplicate tickets in order to leave on our trip two days late.
Orbitz took $4000 and cut us lose with paper tickets and no one accountable. Today I will be filing for a refund from Orbitz for the original tickets. Good luck, right?
Tell your friends. Tell your company. This outrageous lack of accountability and service should be revealed!!!
If you know how to cut through this mess with Orbitz, please let me know.