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.
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.
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.
On Monday night I tried booking a flight from Seattle to Ontario California on Orbitz. For some reason my card was declined (I'm thinking address issues?) so I tried again and then again, for a total of 3 times. When it didn't go through I used my friend's debit card and planned to give her the money for the ticket. No problems, ticket booked, excited about my trip!
Until yesterday (April 26) when I found out my friend had been charged DOUBLE the ticket cost. She called and was told the second charge would fall off within a few days, which was upsetting to say the least. If they are going to hold two times the amount of the ticket they need to put that in BOLD where it is visible before purchasing a ticket. I would have booked elsewhere if I saw it, which is probably why its somewhere in the fine print but regardless, we were less than thrilled.
THEN, I checked my account and found out I had ALSO BEEN CHARGED for the same ticket!!! Seriously, you ask? Oh yes. So by declined they meant "this will look like it's not being processed so you continue on in another way but we are actually in the process of manhandling your financial life. Thanks." The incredible part is that because I was charged this amount without knowing the other items that hit my account caused it to be overdrawn, causing hundred of dollars in fees to be assessed before I had my morning coffee.
Of course I called and spoke to a woman who didn't understand that my problem was not that the money would be put back in my account. It was explained to me that within 3-5 days the charge would "fall off" because it wasn't attached to an actual reservation. However, my problem was that I was incurring fees as a direct result of their substandard system and would have multiple bills returned, incurring more fees AND damaging my history with these companies. I explained this to the woman at least 5 times and was told that I should contact my bank. So I did.
My bank informed me that the only thing I could do is file a claim which would take about 10 days to resolve. So I did so and then per my bank's instructions, called Orbitz back. This time I was able to talk to a fantastic gentleman named **. He did a truly great job of keeping me calm and listening to my ACTUAL problem and offered to call Alaska Airlines on my behalf to have the charge reversed. Unfortunately, there was no code listed with the transaction on my bank account so he was told Alaska couldn't do anything. Back to square one after more than 5 hours on the phone.
I called my bank to get the code and it wasn't there - the transaction simply said something to the effect of "Alaskaairorbitz" - not what we needed. I called Orbitz again and was accidentally hung up on during the initial "can you verify your account" thing which I know was accidental, but now on my 6th hour, I was getting upset. That didn't help. Maybe they need a new phone system too?
This time I encountered a less than accommodating woman who was obviously trained to ignore a customer's request to speak with a manager and continued to waste my time informing me of the same irrelevant details that were becoming a redundant song blasting my ear drums!!! I was extremely frustrated and asked yet again to speak with a manager. The woman I was transferred to couldn't help and sent me to yet ANOTHER woman who was reasonable but not at all kind or comforting through this process.
After another 30 minutes of the runaround of what the problem was, whom I had spoken to and what they said, how my bank was handling this situation etc., I was finally able to convince her to call my bank herself to rectify the stinking issue. She did and I was told the money was already added back to my account. I thanked her and went on my merry way after the most hideous experience with a company I've ever had.
Problem was - it wasn't. She told me that money would be available right away and maybe it was a bank hang up that caused it not to be available until this morning but how about checking with the person you're talking to before giving out false information? I attempted to get gas and was declined which would have been a HUGE issue had I not had cash with me.
All in all I'm angry. I spent the better portion of my day dealing with an issue that shouldn't have happened in the first place BUT I get that systems have glitches. That's not the problem. My problem is that whatever she did at the end of the day should have been done when I called initially. I was also not offered any help with my bank - which is not the treatment my friend got (she was told they would contact her bank on her behalf), not met with a courteous or helpful attitude in most cases (except ** - great job with him!) and was not offered anything for my ordeal. This has been a miserable experience.
In the future I will either book directly through an airline (or hotel or rental company). The last thing I'll say is that this isn't just unfortunate for my friend and I on a personal level because of all of our wasted time and held funds, but also because this particular friend works for a company which utilizes companies like Orbitz on a regular basis and because of our experience this week, they will also be going elsewhere from now on. Great job Orbitz! It's been an experience.