Orbitz Complaint - Orbitz Non Customer Service
CALIFORNIA -- Four letters have been sent to Customer Service,Customer Relations, Brian Hoyt head of Customer Relations and Eliot Bloom SVP of Communications at Transport,the parent company,concerning my problem and have been totally ignored. From reading other web sites this is a common practice with this company and has been for years. Customer never get compensated, not even an apology. BIG BUSINESS the little guy can't hurt their bottom line.
My problem started by ordering and paying for a ticket for my grandson in the USAF in England. instead of an E ticket to him at his E-Mail address they sent me a paper ticket in California.
I did NOT knowingly request a paper ticket nor receive any warning, like "hey why would you want paper ticket sent to California when the flight leaves from London." Thought paper tickets went out with the dinosaurs and so apparently has customer service.
When I learned that the ticket would not be received until 5 days after I ordered and 5 days before the flight I called UPS who stated that there being no expedited delivery to an APO they could not handle. My grandson contacted the airlines who stated under circumstance they would cancel but we had to go back to Orbitz. Back to their customer service again. First told me I could cancel and gave me the fees, said he needed to get the address and hung up. Explained to the next clerk again why the ticket could not be used on date of flight, she said under NO circumstances could I cancel ticket my only option was to exchange ticket for use on another date and gave me the address to do so. Since my grandson could not easily change his leave dates we bought him another ticket and I returned the ticket (they got it back the morning after I received)with a letter again stating reasons it could not be used and requesting options for using value of ticket at a later date as I could not afford to lose the money. This is the first letter that was ignored.
When I again called was told that as a "no show" had lost full value. Several more customer service supervisors and days later I had no answer as to why this had happened. I had told two clerks and reiterated in a letter that the ticket could not be used on flight dates. I asked they play back my conversation with the clerk who gave me exchange address, which I was told had been recorded, they refused. Was finally told they do not cancel reservations by letter only phone or E-Mail. I never received this information during any of my conversations when it would have made a difference. Of course I got no where and that's when I started my letter campaign which also fell on deaf ears.
They had my ticket, they had my letter with a phone number, and unfortunately they had my money.
If this truly is a policy a simple call would have saved me a $l,l00. This is what Orbitz calls TLC?
So beware if you use Orbitz and miss your flight for any reason. TLC really means TAKE LOSERS CASH
or TOUGH LUCK CHUMP. I really don't expect to have much impact on their bottom line but hopefully enough that they lose more than I feel they owe me. I just want to stand up and be counted as not going quietly.
I did request the assistance of the airlines and they have at least acknowledged I am alive. However they were not a fault.