Orbitz Complaint - Orbitz is the most dishonest company and its customer service sucks
CHICAGO, ILLINOIS -- I recently had two terrible experioences with Orbitz. the first one is when I booked a flight with them on Air Tran. Orbitz fools you into believing that if you book with them you have 24 hours, starting from the time you book and pay for your ticket , for cancelling a ticket free of charge (not including their handling fee). I trusted them and booked 4 tickets while not completely sure about the hour and day of departure as one of our party was awaiting for some school results before being able to fly. Fourteen hours later, I was informed that this person would have to fly later as she had to undergo an additional examination. I then called Orbitz to cancel my tickets and make another booking. However, their customer representative who spoke a barely audible English informed me that it was not possible. I told her that I was cancelling within the 24 hours that were allotted to me under their policy. She answered that with Air Tran, it was 4 hours and not 24 hours. I was incensed and told her that I had never been informed about this and that nothing in my documents alluded to this particular detail and that they should have mentioned this tome beforehand in which case I would never have booked the tickets, She was very insolent and told me that the 24 hours awarded to me were normally a courtesy measure and that I could not do anything about it. I tried to talk with her supervisor who was as rude and unhelpful as she was. I then wrote to their customer service to protest against this absence of transparency in their policies and advertisements.
They wrote back telling me that they could not do anything about it that it was the Airtran policies. I was so incensed that I told them it was the last time I was dealing with them. On my flight back I spoke with an Air Tran agent who told me that Orbitz had a very bad record with them, that they changed passenger's reservations at the last minute without due notification and that I would be better off booking directly with the airlines and thus avoid the unnecessary fee charged by Orbitz. Another passenger who was nearby told me that she too had had a very horrible experience with Orbitz. Finally I called Orbitz to ask them to cancel my account with them and to erase all the information they had on me ( name, address, telephone numbers, e-mail addresses, travel patterns, previous flights and reservations, hotel booking, car reservations etc.) and which, I know very well, they sell to marketing companies. They refused and told me the only thing they could do was to freeze my account and argued that technical9 computer-linked) problems prevented them from erasing all my personal information from their files.
I was furious and am now writing to the Bureau of Consumer Affairs of my home State to protest against this violation of my individual rights. I cannot understand how a company which has failed you can retain your personal information for its profit. So beware of Orbitz, a totally unethical and deceitful company!