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Refused Refund for Services They Failed to Provide
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

TEXAS -- I booked a room in a home through Orbitz for a weekend. They never sent me the email With check-in instruction. In fact, they never even sent me the email that I booked the room and receipt for payment so when I get to the destination I have no contact info and no one answers the door. I then try the # off of the listing with no answer then contact Orbitz at which point I'm upset and ask for a refund which they refuse and they cannot get in contact with the people either.

Finally, after over half an hour on the phone with customer service, they get an answer and I receive an email from property owners saying they have stepped out an entry code. Mind you this an hour and a half past book in time and I have already booked another room then when I contact owner of property, she says she is registered with the company HomeAway and knows nothing of Orbitz and not affiliated with them at all.

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Do NOT book your travel with Orbitz
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

NEW JERSEY -- Worst travel experience I ever had (and most expensive).

I used Orbitz for the first time to book a vacation for my family. I took their recommendation for the "luxury" hotel and accommodations ( it was advertised as a suite). The package I bought was for the hotel and airfare. Unfortunately I did not think to ask for the breakdown of cost between the airfare and hotel at the time. Note I was traveling with my spouse and three minor children. When we arrived at the hotel it was, to say the least, horrible. The air conditioning was not working (we were in a very hot climate), there were puddles on the floor from windows leaking, mold on the walls, the kitchen area was grimy, dirty, and appliances broken, the rest of the place was not clean and there was an inappropriate, poster sized picture on the wall by the door of a woman pulling her pants down showing her bare bottom. We complained to the hotel manager. He offered us another room but it wasn't any better. I called Orbitz and told them we were not going to stay there. I was in a foreign country with no place to stay and was transferred around Orbitz customer service, which was terrible. Also, after seeing this hotel I did not trust them to find me decent lodgings somewhere else. I called other hotels at my own expense, and found availability. After much delay/debate, Orbitz offered me a credit of only $1,700 for the hotel - my total bill with them was $6,300 for airfare and hotel. So that would mean my airfare was $4,600. The new hotel cost me $6K for two rooms for the week (last minute booking so expensive).
I didn't have much choice but to take the credit and go to the new hotel, thinking I would get in touch with Orbitz when I returned to make it right. I mentioned above that I was traveling with three minor children and we needed a decent place to stay. I checked online and found the same flights for $2K less than what I paid for them. I only searched for about 10 minutes to find better fares. I called United and confirmed the same prices I found were available at the time I booked.
When I returned home I called Orbitz customer service and was on hold/transferred around for hours. I asked for a full refund to cover the additional $6K I had to spend for the new hotel, but at the very least, a refund of $2K for the discrepancy in airfares I found. Orbitz was not helpful in the least. I received nothing and the customer service personnel, even when transferred to a supervisor, were not helpful and at times rude.
Please use this as a discretionary tale to not use Orbitz for your travel. Do not trust the hotels they recommend or what they have on their sites, and expect nothing in terms of customer service or remediation. They do not have the lowest airfares as advertised - quite the opposite. They do not check the hotels they recommend and customer service/remediation is non-existent.

They have lost a customer (they didn't seem to care) and I will tell as many as I can to warn them against using Orbitz for their travels.

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Money making scandal
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

Refused to refund me money for a booking that I never made!

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Nightmare Getaway
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

IDAHO -- My wife and I booked a weekend out of town (110 miles away) through Orbitz. We got a confirmation and booking number. Upon arriving at our destination, we were turned away by the hotel clerk. Apparently, Orbitz overbooked the hotel by about 6 rooms. Understandably upset, I called the 800 "customer service" line and was promptly put on hold. My wife and I sat on hold, in the parking lot of this hotel for 2 hours. Orbitz was not only unable to relocate us for the night, but we were forced to drive back home (2 3/4 hours) in the middle of the night. I requested a call from a manager and was assured a call would be received within 24 to 48 hours.

Three (3) days later no call was received. Furious at the lack of consideration, I took it upon myself to call them. After being on hold for another 20 minutes, the agent informed me that no manager was available to speak with me, but insisted I would be contacted by the first available manager within 1 to 2 hours. Three (3) hours later, I received no such call. Becoming more and more furious with this terrible customer service, I called again - only to be informed that Orbitz was undergoing a system update and I would have to call back 2 to 3 hours later. BTW, has anyone noticed that not a single agent speaks fluid English?

So, to recap; My wife and I drove approximately 6 hours round trip for absolutely nothing; spent roughly 3 hours on hold only to accomplish zero; and have received no absolutely no compensation (other than a refund of the original booking) for a ruined getaway weekend. Word of advise: Never, under any circumstances use Orbitz to book anything - ever! Unless you want to be like me - wasting even more of your time by typing this review that may or may not be read. Never use Orbitz. TERRIBLE, TERRIBLE!!!

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Never Use Orbitz
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

Booking with Orbitz is an absolute nightmare. I will NEVER make that mistake again. I booked with Orbitz flights from Geneva to Cairo and a return Cairo to Geneva in November. Then, my trip was canceled and I was on the phone with your incomprehensible, incompetent staff for 5 HOURS just to change the dates. I wasn't even changing the route, JUST THE DATES.

I was transferred between three people who barely spoke English, making it really hard for us to communicate. Finally, after 5 HOURS, the route was changed to December. Then, in December, I needed to change the dates again but NOT the route. I called Orbitz and again, had to speak with people who barely understood what I want. So much so, that I was booked to travel through Vienna on my return and the woman didn't understand I was continuing to Geneva.

I was on the phone for 6 HOURS!!! It's unbelievable. Then, the woman said she needed to call Austrian airlines to book my flight. Finally, she rebooked it and charged me the fine I was expecting and sent me an email. I should have flown smoothly, right? WRONG. On my return trip, I went to the airport in Cairo to check in, only to discover that my booking DIDN'T EXIST. The woman at Orbitz never booked my return.

I went to the Austrian airline counter and they kept telling me that I canceled my flight and never rebooked. So now the flight was full and I couldn't board. Finally, Austrian airlines managed to book me home. I will NEVER book on Orbitz ever again, this company is an absolute joke.

It would be beneficial for Orbitz to study the models or Kayak or Expedia to learn how to be efficient because people can't book flights, free up a whole day to make any changes, and then go to the airport wondering if their flight was ever booked or not. Absolute nightmare, I'll make sure to post this on every website I find so no one uses your horrific system.

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Orbitz - Wrong Policy, Wrong Attitude, Wrong Company
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

I booked a combo flight+car package with Orbitz after pricing each separately and comparing prices on other travel sites. Because the times of the flights would affect rental car pick-up and drop-off times and thus determine the length of the rental (7 days v. 8 days), I called the car rental company directly to get specific information on how car rental charges are accrued. I confirmed that as long as we returned the rental car by the same hour on the clock that we picked up the car a week earlier, we would be charged for a weekly rental, not an 8-day rental.

With that information confirmed, I made flight+car reservations on Orbitz. The confirmation email from Orbitz said my car rental was for 8 days, so I called their Customer Service number to get this corrected. The agent was polite and professional but could only repeat their position to me. During the course of the conversation, she actually said I would be charged the package price which is "not charged based on the number of days you keep the car." What? Then on what is the package price based? I understand I got a package price, but why did I get an 8-day package price, not a 7-day package price? No satisfactory answer, so I asked to speak to a supervisor.

The supervisor gave the impression she had no interest in my situation. She indicated Orbitz charged the rental rate based on when cars will be picked up and returned. Well, the website did not offer me the opportunity to choose my pick-up and drop-off times when I purchased the package. Their computer algorithm chose the presumed times and charged me accordingly, which made an 8-day rental, when in fact, because of early arrival times for security clearance, we qualified for a 7-day rental.

The supervisor offered me the option of changing my flights, which would incur an additional charge, or canceling my car rental and booking separately through the car rental company, at an additional charge. What? I can pay more for taking steps to correct Orbitz's overcharge mistake?

This is obviously a flaw in the Orbitz website. (The Expedia site allows the traveler the opportunity to choose the time frame for rental car pick-up and drop-off). Rather than offer to correct the error and re-price the package for me, Orbitz gave me the option to pay a penalty to cancel and solve my problem myself elsewhere. Wrong headed business practices all the way around. Wrong policy, wrong attitude, poor customer service make Orbitz the wrong company with which to do business.

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Orbitz Are Crooks!!!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

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Never Book With Orbitz
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

TENNESSEE -- I am a travel agent. I used Orbitz to book my client a honeymoon to Hawaii. I booked 2 airline tickets and a resort hotel. My client wanted to leave next day. I booked the package at 12:20 and the flight left at 8:55 the next morning. I received confirmation of my booking and e-ticket numbers. I received a call from my client at 5:00 am from the airport. He was trying to check in for his flight and it told him that the flight had been canceled. I contacted Orbitz and was told there was a problem with my credit card so everything was canceled.

I never received an email regarding the cancellation. In fact, I received an email from Orbitz at 4:55 am, the morning of the flight, saying my flight was confirmed and departing on time. Orbitz charged my credit card for the package and still canceled the package. I have confirmation from the credit card company that they paid Orbitz. I told Orbitz this and they said I would receive a refund in 5-7 business days. They took my money and still canceled my flight. I had to rebook my client at the airport for the next departing flight. I book tens of thousands of dollars on travel and Orbitz will NEVER get another penny from me!

Company Response 05/12/2015:

Hi, amccabe21424,
This is Robert, and I am part of the Orbitz Customer Relations team. We want to learn more about your experience so that we can address the issue. Please email us at socialnetwork@orbitz.com. Please use my name in the subject line, so that I can investigate further.
Thank you for your patience, I look forward to hearing from you.
Sincerely,
Robert Woyach
Orbitz Customer Relations

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I was charged for rental car and insurance and they did not deliver any car
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

IMPORTS AND MORE AUTO SALVAGE, TEXAS -- On jun 18 2019, I reserved and paid for a rental car from August 8th till August 19th in Antalya Turkey. When I got there looked for their office or desk in rental car area even in parking area there was non. Then I called the telephone on rental car paper and asked them where should I pick the car up, to my surprise I was told the rental car reservation was cancelled. I asked them by whom and why. I was told "since you were not here at 12:00PM THE deal is cancelled". I told them that I rented the car for eight days not one day and it was prepaid that I need the car. I was told n o the reservation is cancelled. I told them fine I need the car anyway as a new deal rent me a car. I was told due to holidays in Turkey they run out of car and they don't have any car to rent me. I had to hire a taxi to go to my hotel. next day I called them again same answer" the reservation is cancelled and we run out of car due the holiday" I had to rent another car from a local rental car and pay 3 time as much top of that my credit card was charged not only for full amount but also $11.00 per day for insurance of the rental car which I have never received. When I contested the charges to orbits I was told it is the policy of company if you were not there at 12:00 PM August 8th the reservation is cancelled and there is no refund. If it is not day time robbery what else can be called

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Price Switching
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

Twice I have pushed buy on a ticket and the price changed to a higher price. One time I caught it and the other time I did not. My daughter was ill and in a foreign country. I found a ticket for $948 to get her home quickly. I pushed buy and put in the information. I was charged $1450. When I called they said that they would do nothing. I ultimately spoke with a corporate manager by the name of Cory and he belittled me and made me feel even worse than when I had called in. I have used Orbitz for all of our travel needs in the past. I use to love using Orbitz. NO MORE! I see why they have a 1 star rating. What a horrible company.

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Orbitz Rating:
Star Empty star Empty star Empty star Empty star
1.2 out of 5, based on 49 ratings and
152 reviews & complaints.
Contact Information:
Orbitz
500 W Madison Street
Chicago, IL 60661
312-894-5000 (ph)
312-894-5001 (fax)
www.orbitz.com
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