Orbitz Complaint - Reasons Not To Use Orbitz
I sent a complaint letter to Orbitz about their service and all I got in return was a form letter. Screw this company and I advise anyone and everyone not to book with this company. Original letter and response follows:
To whom it may concern,
I just thought I would write you and let you know about an experience I had with your company. I booked a hotel through Orbitz 1 1/2 months before my vacation. When I finally arrived at my hotel (America's Best Inns, Carbondale, IL Sept. 3rd, 2009) I found it to be closed for renovation. I contacted your customer support via cell phone and was placed on hold numerous times for an approximate period of 40 minutes.
During this time, the manager of the hotel came around the corner and asked if he could assist me. I explained my situation to him and he informed me that he had contacted Orbitz two weeks prior and that Orbitz was rebooking their customers to a sister hotel 30 miles away.
In the meantime, the representative came back on the line and told me that Orbitz had no idea the hotel had been closed; lie number 1. Knowing I was in town for a reunion, the manager contacted another hotel nearby and asked them to honor the price I was quoted by your company. The representative then came back on line and told me he had the hotel on the line and that they are working on the situation; lie number 2 seeing as how I had the manager directly in front of me.
The manager of the closed down hotel ended up finding a room for me nearby at that rate. The representative again came back on line and told me that he had rebooked me in another hotel, which was the same one the manager also called, and that Orbitz could get me in there but I would have to pay full rate; lie number 3 seeing as the manager was able to get my original rate only because I had my documentation from you in front of me.
It was about this time I snapped. First of all, the representative knew I had the manager in front of me yet he insisted he was on the line with very same person I was talking to.
Not only did Orbitz screw up by not informing me that the hotel was not in operation and remedy the situation long before my arrival, your company directly lied while in conversation when the problem was discovered. I had just spent 11 hours in transit and did not need this aggravation upon arrival.
I arrived at my location with absolutely no place to stay because of your company's incompetence. If it were not for the assistance of the hotel manager, who just happen to show up to check on restoration progress, I would have been stranded as it was a holiday weekend and hotels were pretty much booked solid in the immediate area.
I would suggest when dealing with your company mistakes you instruct your reps in learning how to lie to customers efficiently and not continue with the lie when it is obvious they have been caught. I am very disappointed in the performance of your company. Orbitz was absolutely no help to me in my vacation, in fact, Orbitz was almost the cause for ruining it altogether.
Response (E-mail Customer Service) 09/10/2009 10:06 AM
Dear Orbitz Customer,
Thank you for contacting Orbitz.
I understand you are not happy with the services provided by Orbitz.
I would like to apologize for the inconvenience you have encountered.
We value your feedback and sincerely appreciate your taking the time to write to us. It is very disappointing to learn of the situation you encountered and sincerely apologize for any inconvenience you have experienced. We appreciate your business and hope you will provide us with a future opportunity to fully restore your confidence in our products and services.
Orbitz - Travel Well