Orbitz Complaint - Cheated by Orbitz & Abandoned by Chase Bank
My husband and I were celebrating our 62nd birthday and retirement by taking a cruise from Barcelona to Miami leaving 12/3/07. Because it was a once in a lifetime vacation, we booked a business class outbound ticket leaving 12/1 through Orbitz. Orbitz's itinerary had us leaving ABQ on UA #6479 at 5:32 arriving in LAX at 6:35 PM, connecting to Virgin Atlantic flight #24 leaving LAX at 9:20 on to Heathrow then Barcelona (BA # 482).
We entered our credit card information on Orbitz's site and were charged $4,401.22 for the E-ticket on 01/31/07.
On Sept 26 I went to Orbitz to get seat assignments and was directed to United Airlines. I went to UA website and found that our outbound flight from ABQ to LAX had been cancelled however Orbitz's website said it was still unchanged. I then called Orbitz and they confirmed that the original UA flight had been cancelled by the airline and they changed us to a flight that was as follow. UA #726 leave ABQ 4:40 thru Denver arriving in LAX at 8:24PM. Connecting to Virgin Atlantic flight #24 that left LAX now at 9:05. PM. (schedule change from the original). The Orbitz rep admitted that this was an illegal connection.. and I knew it was not only illegal but impossible. They said there was no alternate flight so they would request a refund from Virgin Atlantic. I followed up with a call to Virgin Atlantic and they said I needed to resolve it with United. I called United Airlines and said that only Orbitz could issue the refund. I called Orbitz several times on hold for hours (literally). I offered to take a Southwest flight so that at least we could link up with the Virgin Atlantic portion and go from there.
They said that if we didn't check in for the UA leg (the impossible connection) the whole ticket was was cancelled. Time was running out. We we're now committed to Celebrity Cruise line for $9,400 and had no flight out. Time was running out. We contacted Chase Bank which was the credit card used. They suggested we go ahead a book a flight to Barcelona to at least not lose our cruise vacation and Chase would recover the money from Orbitz. We had Celebrity book us a flight which we ultimately took charging us $5455.80.
Away we went... and home we came. Now, Chase says that the 131 days from the original transaction (1/31/07) has been exceeded and there is nothing they can do to recover our funds. My husband and I have worked hard all of these years and saved for this trip of a lifetime only to be cheated by Orbitz and abandoned by Chase Bank.