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.
ARDMORE, PENNSYLVANIA -- I called Orbitz customer service to discuss travel changes to a package I bought my husband as a surprise. I was told I could wait 22-28 minutes or receive a callback in that time. I decided to stay on the phone. I hung up after waiting more than 60 minutes! Meanwhile, I called the booking department and was speaking with a live person within 1 minute! This is a disgraceful display of "customer service". I will never book with this company again.
WILDWOOD, GEORGIA -- I recently booked a round trip ticket to Phoenix, AZ with my debit card and the "ORBITZ" site said that the transaction could not be completed. Thinking that maybe I had made a mistake, I tried to enter the card information again. Once again the transaction came back "cannot be completed." This was on Saturday January 23rd, 2016.
I went to the bank on Monday to see what the problem could be, why the transaction was incomplete. The bank informed me that my account had been debited twice and Orbitz had tried to debit the account for the third time. I knew I had sufficient funds in both my banks. So I went to my second bank and Orbitz had tried to debit this bank for the same amount on my card information. My other bank refused it because I had gone over my $500 dollar limit.
I went to my banks and had a printout of the transactions and ORBITZ denied they had my money while I was looking at the withdraws on my bank statement. Long story short, Orbitz tried to get $1400 out of my banks for a $350 plane ticket. If we (USA) had any kind of news in this country, Orbitz would already be "out" of business. The reason major news will not tell Orbitz's story is because Orbitz sponsors our network news.
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.
CHICAGO, ILLINOIS -- DO NOT PAY FOR FLIGHT PROTECTION! This is a scam. To make a claim thru Orbitz they put you on hold for over 40 minutes just to tell you that you have to call their insurance company AON Affinity which after spending 15 min on hold they tell you unless you're dying, there is NO PROTECTION. Do not pay for this option. It is just a money grab!