Orbitz Complaint - Orbitz Leaves Honeymooners High And Dry 11 Days Before Departure!!
This review is written in an attempt to appeal to consumers who may not fully understand the extent in which companies, like Orbitz, are willing and able to rip you off and leave you high and dry. My story begins 1 year ago in June 2007, just around the time I was getting married and trying to negotiate my honeymoon plans. My husband and I always wanted to go somewhere tropical, since he's from England and I'm from Chicago, so Jamaica seemed like a very logical destination. As we began our typical search we started noticing that our best financial bet would be to purchase a package deal, with airfare and hotel included.
After having several good experiences with Travelocity and Expedia we turned to them in hopes of being able to purchase a package, however, in the home stretch due to a minor price difference we ended up reserving with Orbitz--what a mistake that was!! Several days after our wedding it came to our attention that my husband would not be legally allowed to re-enter the states without authorization, which is only obtained through a lengthy and expensive process. Now armed with that information we knew we had only 2 options, either cancel our honeymoon or postpone it to the following year--which brings us to June 2008. Of course we decided to go ahead and postpone our honeymoon, to the tune of $1,900 in cancellation fees, re-booking charges, and rate changes. Our only other alternative was to cancel the honeymoon without any sort of compensation due to the short notice that we were provided. It seemed like a no brainer--pay a bit of extra money and don't lose over $3,000 (the cost of the original booking)and we still get to go to Jamaica---WRONG!!
Several days ago we were contacted by Orbitz who initially told us that there was a cancellation with our direct flight to Jamaica. After several hours of trying to straighten things out with Orbitz and our flights, it came to light that there was no problem with Air Jamaica, in actuality the problem was Orbitz--who never made the official changes to our reservations. At this point I have spent nearly 8 hours on the phone with Orbitz alone, not including the time I have been forced to spend on the phone explaining this to everyone from the resort (who believes we were a NO SHOW last year--and have charged us as such) to the whole family.
Unfortunately, we have still not resolved this issue as Orbitz has done nothing to try to fix this problem. All they were willing to do is to try to get us on another flight that would be at our expense, with the average difference costing us around $700-800. The audacity of this company is unbelievable, especially considering that we paid $1,900 last year to have the flights changed and we received confirmation of that change through an e-mail and a credit card statement.
To make matters worse Orbitz never even extended an apology, instead they choose to say "sorry for your inconvenience", isn't that the understatement of the year!!
After several more agonizing hours on the phone I finally managed to get a human being on the phone that was able to extend a sincere apology to both my husband and I, however that was about all she could offer. In retrospect I wish I had tried a few other phone lines before committing into an unfair arrangement which appeared as our only option. At least what I have learned is that there are some individuals that are willing to work with the customer and abide by the laws of common decency, as well as taking into account the restrictions of their company. Unfortunately, it is the luck of the draw when it comes to how many numbers can be used to contact Orbitz's customer service reps and who you'll actually get on the other line.
I wanted to add that my husband and I have been able to re-coordinate airfare through an alternative source. Thanks to the flexibility and compassion of the resort (Couples Swept Away) that we were "booked" into we will be able to go on our honeymoon after all, as they are honoring our previous reservation. As for Orbitz, we agreed on a refund for our flight but they did not offer any other compensation for what appears to be 100% their fault. At this time we are very grateful that we have a Honeymoon to take at all but we do have every intention on following through with further investigation into what went wrong. Even just an hour ago we received an e-mail confirming our flight and our hotel and this was after many lengthy conversations with Orbitz representatives. Just out of curiosity I contacted Air Jamaica, who we were originally booked with, and they told us that we are in their system from last years reservations and they have a notation of Orbitz calling last July and canceling our flight. So what exactly was that $1,900 charge for rescheduling for, when nothing was actually rescheduled and even up till an hour ago we are still be reported as having a booked holiday through Orbitz...? The whole thing is almost incomprehensible..but at least we can now save our moaning for the beach...no thanks to Orbitz!