Orbitz Complaint - Terrible Customer Service, Bad Web Site Navigation
This is one of the worst online booking experiences I had. The problem is their customer service, which is even worse than Comcast's. I booked an international trip with non-refundable tickets, having in mind that there's no way I would want to cancel the trip altogether, and if I need to change things I could.
Fairly soon my wife's plans changed and I called Orbitz to change wife's ticket for another date and possibly a different airport. I spent more than an hour in conversation with some lady, who could not change the airport and could not explain why (mentioning FAA regulations among other things). I asked for a supervisor, spent more time on hold and finally the supervisor lady explained to me that not only can I not change the airport, there are not any tickets for any date with prices less than 3 times bigger than what I paid. Now, I could perhaps believe that, but I was at the computer and a simple search on orbitz.com turned up many flights with much better pricing and entirely within my parameters. I tried to give the lady the flight numbers, but for some reason she was unable to see them in "her system". I hung up and wrote an email to Orbitz's CEO and director of customer service.
A day later some customer service lady contacted me and basically repeated the same stuff. It took several more emails and a phone call to straighten the things out to the point where I could purchase a ticket to one of the flights I found on their site. Now I have 2 identical charges on my credit card (where only one is expected) and I'm disputing that. On orbitz.com I'm unable to see me or my wife traveling anywhere - only itineraries for my children are visible. I'm worried they somehow mingled the information and I'm going to have trouble at an airport (there are many on that trip).
I travel a lot. I book my trips online as a matter of habit and I used all sorts of web sites: expedia, travelocity and a few others and I had to talk to many customer service organizations. This one is THE WORST - no exceptions.