Orbitz Complaint - Awful Experience - I Will Never Book With Orbitz Again!
My husband and I booked international flights from the US to New Zealand, from NZ to Australia, then back to the US.
We made it to NZ with no problem, but trying to go from NZ to AUS, we were told we had no valid ticket numbers, and were asked for supporting paperwork that we had never been sent. We very nearly missed our flight, they actually just let us on because I had a printed confirmation saying we had seats, and even though they didn't have it in their system, Air New Zealand just had great customer service, and overrode the system to get us on.
In Sydney, trying to get home, we got the airport 3.5 hours early, and spend those hours at the ticketing desk, because we were told once more that we had NO VALID TICKETS. Orbitz had issued us tickets numbers that did not exist in the airline's system, and even when we called them from Australia, Orbitz said it was not their problem. Our ticketing agent with the airline finally got it worked out, but these short paragraphs cannot properly express the stress that came with possibly having to buy 2 more international tickets. Also, Orbitz had once again failed to send us the paper tickets we were supposed to have been issued, making everything else more difficult to deal with.
After finally making it back to the States, I called customer service and spoke with a manager, upset about having been issued false tickets and not having received my paperwork. Her response? "Well, obviously you're back in the US, so I guess I'm not sure what the problem is." That is a QUOTE. No apology, no offer of compensation through a discount on the next flight, or even a small percentage of a refund - although I asked for those things. She repeated that she didn't see a problem, since we were back in the states.
I was extremely upset by the false tickets and lack of paperwork, and all the stress it caused, but I was APPALLED by their horrendous lack of customer service. They have permanently lost our business, and I would advice everyone to steer clear!