Orbitz Complaint - Don't Ever Use Orbitz!
USA -- Thanks to Orbitz people like myself have the ease of booking an entire vacation with the click of a button. I am well aware of many other web sites out there that provide the same line of service as theirs, but I read up about their company and many others and found out that Orbitz was the most reputable out there regarding price, customer service, and over all satisfaction. Sadly I found out the hard way that this was not the case.
I booked a vacation through Orbitz for the week of March 30th to April 2nd; it was a flight and hotel accommodation for 4 days and 3 nights at Bahia Principe in the Dominican Republic. After my booking I received multiple emails stating, "Prepare For your Trip". I looked under "mytrips" to see the status of my hotel accommodations and saw everything was in good order. I later found out that I received an email from your company in false pretense.
After my flight to Punta Cana I arrived at my hotel at 12:00 pm and tried to check in, however, Orbitz never made the reservations to the hotel. Two thousand miles away I was stranded with no place to stay. I was without accommodations. I discussed this with the hotel manager and he said that Orbitz never booked the hotel reservation and the best they could do is give us one night for $150 a night. I discussed my dissatisfaction with the manager and he told me to contact Orbitz. I called on my vacation to try to sort out the problem that was caused not due to me, but by Orbitz. I called customer service and I was on hold for the next 5 hours of my vacation on hold, in a hotel lobby because of a mistake on Orbitz' behalf.
I do not typically complain about anything in life I realize mistakes do happen, however, when I was told by a customer service representative that the best they could do is schedule me for only TWO nights instead of THREE I was furious. I told the representative that it was their mistake and they should do their part in fixing it. Once again I was put on hold. Finally around 4:00 pm I was told that I could get a room but still for only two nights. By that time I so distraught that I just accepted the mini victory and accepted it by the time the representative got back to me it was almost 5:00 PM. Hardly a relaxing time in paradise.
The following day I once again took time out of my vacation to contact Orbitz in hopes of getting a room for my third and final night. So at 12:00 instead of sitting at the beach I was sitting in a hotel lobby on HOLD seeing what was going to happen. At 2:00 I received information from a representative stating that I was accommodated for the third night in the same hotel.
Orbitz has a simple concept, we the consumer pay them, the company to book flight and hotel accommodations at an inexpensive rate with no hassles. I felt robbed of my time and money because of the lack of follow through and customer service at their company. Each person that goes to their company can just as easily call a hotel and airline direct to accommodate their needs. I used theirs because I believed that they would do their due diligence not only from a booking stand point, but if they make a mistake on a customer satisfaction standpoint they would rectify that as well. Your service was awful and handling my needs. I wasted my time and energy for a matter that should have never happened. I realize Orbitz is a multi million dollar company, however when I wasn't treated like a consumer I was treated substandardly by them and I did not get one apology for the problem that was caused. I paid $1300 and for me that is a lot of money, Orbitz wasted that and ruined my experience, I would like you to just look into this issue and see whatever you can do to rectify this situation.
Additonally I received over 220 in roaming charges contacting Orbitz because they never booked my hotel.
I gave this message to the BBB and the only response I got was