LEWIS CENTER, OHIO -- I will never book with Orbitz again!!! My wife and I booked flights to Cancun well ahead of time and paid extra so we could leave at a decent time in the morning and arrive at a decent time. We could have paid a lot less to take earlier flights but thought it was worth it to go later. Well our connecting flight got changed to be an hour and a half earlier and we were going to miss our connector by an hour. Called Orbitz and first they hung up on us, then they seemed to be reading from a script. We are now forced to leave much earlier, which we could have paid almost 200 per person less, had we booked these flight originally.
Orbitz is not willing to refund the difference in fare or do anything for us. All they kept saying is, "We are not charging you a change fee". Well, Orbitz this is the last dollar you will ever see from our family. We do many vacations a year and this is just bad customer service. I plan to make sure every single traveler I meet hears this story about your company.
God how I HATE this company!!! It's not that Priceline or the other ones are much better - they all have outsourced their operations to the Philippines and India - which has caused the customer service level to severely decrease. What is really upsetting me right now is the past week and a half I have NOT BEEN ABLE TO CHANGE MY FLIGHT ONLINE - which I NEVER had a problem before. So that forces me to call the Philippine call center and get someone who insists on reading from a script and quoting me much more money to change a flight. Unreal. Horrible customer service.
I have done business with Orbitz for a number of years. The assumption was that they were a low cost alternative. Now that I have been checking their prices vs those of each separate airline, I find that they are at least 50% more expensive - a $200 fare could be at least $300.
From now on I am going to treat Orbitz the way I did Best Buy back in the day when we all went to Best Buy, looked things over and then bought at Amazon or some other web provider. I will look on Orbitz to see about a flight - non-stops? decent fares? time? etc? - and then go to each airline I find out about and actually book elsewhere if what I have found recently is generalizable. This is serious stuff, and I might guess that the same could be said for other consolidators as well, including Expedia and their ilk.
I used Orbitz for the first and last time today. I booked a roundtrip flight through them on Spirit Air. They did not offer a way to add baggage fees (which are cheaper at the time of booking) and they did not send me a confirmation for my flight. I had to call customer service for my confirmation number and Spirit wouldn't give me the reduced baggage costs because the reservation had already been made. I had to cancel the reservation (hope I get my money back) and re-book the flights through the Spirit website which I should have done in the first place.
Question-why would anyone book through Orbitz?
Beware of Orbitz as they have figured out a way to cash in on the trend of gouging for fees. I was a long time user of Orbitz, but recently I made a reservation the usual way and after I paid for the reservation, I saw they charged an almost $45.00 'booking fee'. When I called them and complained they said that is what they charge for economy fare bookings and too bad if I don't like it. My suggestion is that when you book airfare you see what they charge, and if they attempt to add the rip-off fee that you then go and book direct with the airline and you will save some good money. It is a shame, but another site now on the airline rip-off bandwagon.
I booked a flight from Spokane to Seattle for my wife and I 3 weeks ago on Alaska Air. A few minutes ago when I checked in on line with Alaska Air I saw that they had run our first and middle name together - no space between first and middle name and dropped the capital letter for the first letter in the middle name. At first I assumed that it was a mistake on Alaska Air's part. No. It turned out to be the way Orbitz transmits the information to Alaska Air. When I contacted Orbitz I was not given a satisfactory answer. I will never use Orbitz again.
Most horrible travel booking experience I've ever had. Book a cruise for December and was offered a free drink package that included the tips. Before I paid I took a screenshot that included the drink special however when I paid and continued the order the package was for 250 minutes of internet after I clicked continue with my credit card information.
I called and waited 50 minutes for a representative just for someone to pick up and drop the call on me. I called back, waited 30 minutes, was told by the Orbitz representative that I needed to talk to someone in the cruise department so I waited another 45 minutes. Some lady picks up the phone and after listening to my issue said that I contacted Expedia...BS!!!
I called again and the lady who picked up looked into my issue and told me that I should never book cruises online but need to call in it because when you book online you never get the bonuses correct due to it always defaulting to the lowest available bonus. She starting arguing with me that I should never use the online booking because I'm acting as my own travel agent.
She wants me to pay an extra $200 for the drink package. I ask her to cancel the whole transaction and after 30 more minutes on the phone she comes back and say her supervisors agreed to cancel for a $100 cancellation fee. This was just the most outrageous experience I've ever had!!! How does this company stay in business? Stay away folks!!! I'm going to warn everyone I can!
Dec 22 my biz partner tried ordering 2 tickets online. He had some issues so called customer service. After spending over an hour on the phone the rep gave him a confirmation number and told him there would be an email confirmation coming w/in 24 hrs. An hour later he got the email and did what many people do, he filed it away w/out reading it. Feb 8th he wanted to check our itinerary so he opened the email and noticed it said the order was canceled. The subject line didn't mention anything about "canceled order". It did say "action required" but it was the last thing in a long subject line that was too long to fit in the subject quick view.
We both got online, right away, to look at other flights and noticed the cheapest flight was now almost double the price we thought we locked. This being unacceptable to us I got on the horn w/an Orbitz service rep. The first call dropped and no call back. On the second call I spoke w/a friendly agent. I told her my problem mentioning that there should have been a call made to us way back when the order was cancelled to let us know we needed to find another flight. In my opinion when dealing with limited flights and constantly changing prices, an email is not a good way to let a customer know an order was cancelled.
I told the service rep I expected to get a flight close to the times we thought we had booked and for the same price. I had to escalate to a manager because the CSR didn't have the power to satisfy us. It ended up that the manager didn't have the power or was unwilling to take responsibility and pony up $400 for their lack of service. She offered a $50 voucher but that was not acceptable. She said that's all she could do.
I am still very unsatisfied with Orbitz and will not do future biz w/ them and I have made it my mission to spread the word. Be careful readers. Everything is fine until you have an problem. Good companies are able to build lifelong loyalties by taking responsibility for their weaknesses/mistakes. Orbitz had their opportunity but blew right over it.
I looked at several places to book online and have accounts with both Orbitz and Expedia. For the trip I was booking to Nassau, Bahamas January 23 - 27, 2012, and I was booking it on 12/24/11, Orbitz was offering a $250 Bahamas Instant Promotion Code discount on air/hotel packages. I selected air through Delta and Comfort Inn Suites in Nassau (Paradise Island). The package came to $1472 for my wife and I LESS $250 Instant Promotion Code that it said this package qualified for.
Upon purchasing, I was prompted to enter the "promotion code" and when I entered each of two codes provided, neither worked. So I called Orbitz customer service right then and told them of the problem I was having with the codes and they said it must be a computer problem and they would look into it and get with me. I told them that since I had purchased the "last two air tickets with Delta" and at a very good price, I didn't have the luxury of waiting till they figured it out. They said they would get back with me and I purchased the package believing they would figure it out and make good on the problem I was experiencing. Boy was I WRONG.
We just got back from the trip and I called customer service today and was escalated a few times finally to a supervisor named ** (said his supervisor id is **) and this supervisor gave me three different stories, all bogus, and not willing to provide any documentation for his statements. First he said that "Instant Discount codes were for a future Bahamas trip I need to book and use", then I argued with him and he said, "your $250 discount was already taken off your total package."
I then proceeded to request a copy of the details showing me $250 taken off my hotel portion or the package and he said "he couldn't show it to me but it was there"… I called him a liar when he said he couldn't or wouldn't provide the details and third, he told me that "the $250 was taken off when Orbitz and Comfort Inn Suites negotiated a special price between them and the $250 was taken off before I saw the $1472 total price" and I told him, "then why do I get a promotion code when I go to pay." This supervisor and the culture of everyone I spoke with is incompetent and not only that, willing to insult my intelligence with stories that make no reasonable sense.
I asked ** if he is willing to have Orbitz lose me as a customer for $250 and he said, "do what you have to do, we respect that". I told him I hope Orbitz fires him… he's a liar, he gave me three different stories, and either he is to blame or Orbitz is to blame for creating a culture of lying to the public, first with the deceptive ads and then with customer service that is told to tell the customer whatever they want to get them to go away.
I HAVE RARELY BEEN SO MAD IN MY WHOLE LIFE. I have been self employed for more than 25 years and cannot understand how a company can stay in business with these kinds of practices. I welcome a competent Orbitz representative providing proof of the $250 discount given in a line item receipt or giving me the $250 they owe me and compensation for future travel for the hassle and half day wasted with their customer service personnel and my having to file these complaints.
This could be a very long story as I was on the phone for over 5 hours total.( I am not exaggerating!) I booked a round trip from Phoenix to Calgary for two of us with Orbitz. When we arrived at the airport I was denied boarding as I did not have my passport, just the passport card. Lesson one learned is you cannot use the passport card for flying. This part is totally on me!
United Airlines, after about an hour and half was unable to help me at the airport (they tried very hard) because I booked through Orbitz they could not separated the two person itinerary so I could rebook. OK so I go home to call Orbitz. They do their thing and I am told I have a confirmed reservation the next day with United Airlines.
Now the saga begins: I waited about two hours and went to the UAL site to check in and print a boarding pass. There was no record on their site. I went to Orbitz where I found my revised itinerary but there was no way for me to check in. I called Orbitz and after about an hour of who knows what they were doing the assured me that my flight the next day was confirmed and it would show up with United later tonight or by the morning at the latest. LIE #1.
The next morning there is no record, no email, no nothing about my flight. I called Orbitz. They again assured me that I had a flight and to just go to the airport and pick up my boarding pass there. LIE #2. While I was talking to Orbitz I checked online at United and there was no record of me. I insisted with the Orbitz representative that things were not as they were telling me and that I would not get off the phone until I had a boarding pass printed.
Now it really got interesting. After about a half hour the representative came back on the phone and informed me that indeed my ticket was NOT issued and there was no longer any space on the flight for me. After regaining some resemblance of composure I asked to speak to a supervisor. ** got on the line and again informed me that I was not issued a ticket and there was no room on the flight they told me I had the previous night. I had the itinerary sitting in front of me.
** then proceeded to spend about an hour and half looking for another flight. He came back on and had a couple of flights for me and all it would cost me is $1100 additional. Again it took a couple of minutes to regain composure and lower the blood pressure. After a little negotiation and reasoning, ** found a flight that I think he said would not cost me anything but would get me into Calgary at midnight. I figured I had not choice but to accept.
After another hour on hold, he gets back on and informs that I would have to call United directly to make the change but that all was well. I told him I did believe that and that I wanted a confirmation and boarding pass before I hung up. He insisted that my only recourse was to call United that he could not make the change. LIE #3.
I called United and they had no record of what ** was talking about. (Imagine that) They did have the flight ** had told me would be free. Unfortunately it would cost me $2300. (Again imagine that) The United representative heard my story and worked very hard. In about a half hours time I was booked on a US Airways direct flight for... $82!!!
There are many more details I could include (I think I have already rambled) but the moral of the story is… DO NOT USE ORBITZ. They lied to me and certainly did not have any form of customer service. I heard at least 5 times that it was my fault because I had missed my original flight.