Orbitz Complaint - Don't Depend On Orbitz For Air Travel
We made reservations on Orbitz for a flight from Seattle to Newburgh NY on AirTran. AirTran changed our flights and notified Orbitz but not us. Orbitz did not notify us of any changes.
We discovered the new schedule ourselves only accidentally. The new flights had us arriving at Newburgh at midnight, after our rental car place had closed. We called to protest the new schedule, and Orbitz told us to call AirTran. We called AirTran. An AirTran representative proposed we instead take a red-eye flight the day before so that we could arrive at noon rather than midnight. We agreed to this change.
We arrived at the airport for the red-eye and AirTran denied all knowledge that we were reserved for the red-eye flights. They told us that they did, in fact, have space on the red-eye flights and could get us on them. However, they said, they would charge us each a $75 change fee. Further, they said there was a price differential. In total, we would owe them $500 extra for a fare that originally totaled $845 -- a 60 percent increase! The changing of our flights was initiated by them, yet they wanted to gouge us for an extra $500!
When we refused to pay this, we had to take a cab home for $45 and come back again the next day for the flight that got us into our destination at midnight. The only thing that saved us was that the rental car company agreed to wait for the AirTran flight.
AirTran continually referred to Orbitz as "the travel agent" and blamed everything on Orbitz.
When I complained to Orbitz later about our experience, Orbitz asked me to provide "a specific time" and a phone number when they could contact me. I provided both, and Orbitz said in its e-mail response that "I have forwarded your information to our Customer Service Department and you can expect a call at the number you provided and at the time requested." I arranged my schedule to be available. It's now more than two hours past the agreed upon time and I have not heard from Orbitz.
My advice: don't use Orbitz. Don't use AirTran.