Orbitz Complaint - Shoddy Customer Service
ARVADA, COLORADO -- On December 28, 2007 I booked flights through Orbitz.
On April 3, 2008 the primary carrier in our itinerary (ATA) abruptly went out of business. I found out on the evening news.
I called Orbitz on April 4th to ask for disposition and was told that there was “nothing we can do” and “you should contact alternate carriers to find out if they can accommodate you”. Fortunately on April 4th, and on my own initiative, another airline agreed to offer me approximately the same itinerary at no additional cost.
Orbitz never subsequently notified me by phone or by email that the airline was no longer operating and that the major leg of my itinerary was cancelled.
Now, it’s August 19th, nearly FOUR MONTHS after the failure of ATA Airlines, and Orbitz is just now catching up on my original booking to tell me that the ATA leg was cancelled and offering me alternate accommodations!
Not only did they fail to notify me of the bankruptcy of the airline for four months or help me reconcile my loss, they are now attempting to capitalize on the cancellation by offering me an alternate routing at a much higher cost!
When I detailed all this to Orbitz, this is the reply I got:
Dear Orbitz Customer,
Thank you for contacting Orbitz.
I understand that the airline ATA went bankrupt you were never notified for this.
I do apologize for the inconvenience caused to you.
If you would like to get more information about this, I must ask you to call Orbitz Customer Service at (888) 656-4546 from the US and (312)
416-0018 from outside the US. Our Customer Service Agents will be happy to answer all your questions.
To Orbitz, I say "good-bye".