Orbitz Complaint - Orbitz is not Consumer Friendly
We booked our Christmas trip to Mexico last year with Orbitz. Unfortunately there was a terrible storm in Seattle and we were forced to sit on the floor for 19 hours. Several calls had to be made to change hotels, flights etc. Mastercard was exemplarary with their service. Orbitz customer service was pathetic. After waiting an hour and a half for a pay phone the customer rep at Orbitz was less than sympathetic. We needed to have our shuttle bus switched to the next day. Orbitz outright refused to do this.
Upon return from our vacation we made calls to all the companies we dealt with giving our compliments for helping us through a distressing time. We also called Orbitz to convey our disappointment and we really felt that they didn't particularly care one way or another about our feedback.
Fast forward to this year, we again booked our trip through Orbitz (only company offering a direct flight) We did our homework and found the cost of the air seperate and the resort costs. Four days after booking, Orbitz dropped their price $400.00 per person. (As Canadians that is $500.00 each) We basically could have saved $1,000.00. I immediately called Orbitz and asked the reason? I was told I had signed an agreement. I kept repeating to the customer rep. that she was not answering my question. She then said that Alaska Air had dropped their price. I explained I called and they had not. Then she said the resort had dropped their price. Again I checked and confirmed they had not!
My complaint is that if Orbitz is wanting consumer satisfaction and repeat customer support, why do they have their reps outright lie to the consumer? Why can't they offer their services as some do, guaranteeing a drop in price if they (Orbitz) change the pricing within 30 days.
A little customer service goes a long way Orbitz!