Orbitz Complaint - Never Use Orbitz
I booked a vacation to the Dominican Republic several months ago with Orbitz because they had the best rates. Definatley not worth it. Upon reviewing my itinerary recently online (Orbitx did NOT contact me), I saw that my flights had been changed so drastically that the connecting flights did not even match up. Our flight out of New Jersey was 8 hours BEFORE our flight even left TO New Jersey. Also, they changed our return flight and shorted us a day of our vacation and it was now going to take 3 days to get home, with one 12 hour layover and one 28 hour layover. This was obviously not acceptable, let alone possible. I understand that errors can occur, but my major issue is not wIth the error, it is with the way Orbitz failed to assist us with this disaser that they created. I called to get this fixed and was on hold for 1 hour. I was then told that I would have to call back during bussiness hours when the reservation desks are open. Hello! I have a job, who has hours and hours to spend on the phone during bussiness hours?! Anyways, we called back at 5pm because we were later told that the desks are open until 8pm. Another 2 hour phone call presented itself.
My husband was the victim this time. He called and was eventually told that Orbitz could change our dates and we could fly out one day early and come back one day earlier. Fine. When we agreed to the change Orbitz told us that we would be paying a fee to change the dates!!! EXCUSE ME? The airlines changed our flights and basically cancelled the trip that Orbitz sold us and then we were expected to pay for a change? I don't think so. After we were given this information and refused to pay any fees, my husband was told that we would have to call back, yet again, the next day because the reservation desks were closing...it was 7pm. We then asked for our entire vacation to be refunded.
We will see if they give us all of our money back. How disappointing. To have an error made on someone elses part and for us to be expected to pay for it. Disgusting. I will never use Orbitz again. It should also be noted that we asked twice if Orbitz could look into the matter and call us back so we did not have to wait on the phone for hours on end due to their error. This was denied and we were told that this was not possible because they would have to assist other customers. Nice customer service.