Orbitz Complaint - Beware of Customer Service Reps
CHICAGO, ILLINOIS -- Travelers must beware of Customer Service agents that have the power to ruin your trip over a simple misunderstanding. I booked four fights with Orbitz to surprise my husband and celebrate the rebuilding of our restaurant which had burned down twice within two years, first by arson and second by a cigarette being carelessly discarded. As the trip approached I began to be concerned that we would not be completely done rebuilding. I called Orbitz to ask what the policy was regarding changing our travel dates. The agent reviewed the cancellation policy and offered to check alternate travel dates. The tickets were originally less than $425.00 a piece. To change our travel dates by a week, would be more than $1000 additional per ticket. At this point I decided I would just tell my husband about the trip so he could ensure the building was done and we could travel as planned. While on the phone with the customer service rep, I sarcastically said, "That amount of money makes no sense, I would be better off to cancel my tickets and booked new tickets from scratch." He took this as my instruction to cancel my flights. However, he never confirmed this with me. Instead I found out I had no tickets, two nights before my trip when I went to print my itinerary. After hours on the phone with Orbitz who would not reinstate my tickets and claimed they sent me an email, I booked new flights with another carrier. I had too much additional money at risk as I had paid for four nights at a hotel and two fishing trips. Money I would not get back if I did not go. Now ten months later I am still fighting for my money back. My credit card company credited me two of the four tickets and now Orbitz has sent me a letter if those tickets are not paid for in seven days they will send it to collection. Obviously in today's economy, I cannot risk my credit being ruined so I have no choice but to pay. Another ridiculous part of this is that to pay for those tickets and protect my credit I have to call Orbitz. I tried to call last week and was on hold for 45 minutes and gave up. Now as I type, I have been on hold 48 minutes and 13 seconds with no answer. Travels need to beware that customer service for companies is often times outsourced and even if you feel you have no language barrier with that person, they still may not understand tone or sarcasm.