In Feb 2016, I booked a trip (flight and rental car) through Orbitz. While booking the rental car I kept getting an error on the website stating that they couldn't process the transaction and to try again, which I did and kept getting the error message. Come to find out that even though I was getting the error message the system was processing the booking thus I ended up with 6 rental car bookings. I called and customer service said that they had deleted all but one car booking.
A couple weeks later I was looking at my credit card statement and saw that I was charge by Orbitz for two rental cars. When I called customer service they told me that it was the rental car problem not theirs. I disagree because it was Orbitz on the credit card statement, not the rental car company, and it was Orbitz that took the card for payment.
I asked to speak to a supervisor and I was hung up on. I called many times asking for a supervisor and only received argument or they would hang up on me. I even tried emailing several times and the response was: "You have an active car reservation."
I called Capital One to see if they could help. They called Orbitz while I was on the line and Orbitz hung up on them too. Capital One said that they would try to work it out with Orbitz. I went on the trip April 3-10, when I went to pick up the rental car the person there asked me about the second reservation, I explained and he said, "no worries". He thought it was a mistake. Then I received a message last night from Capital one that Orbitz gave them 'evidence' that the charge was correct. I don't know what that evidence can be. How can one person drive two cars?
The vacation has past and Orbitz can contact Budget and they can verify that I only took one car. I was charged $226.35 for something I did not want nor booked. At the beginning of this nightmare, I just wanted my credit card credited back for $226.35. I have wasted a lot of time, energy and emotion in getting a wrong righted. It bothers me that a company I have used for years is treated me like this, it is criminal.
CHICAGO, ILLINOIS -- I rented a car on Orbitz, for pickup at, InterContinental Airport for a quoted price of $190-ish. I made my reservation. When I went to pick it up, the car wasn't there. They had sent it for Hobby Airport, almost 40 minutes away in a car. I was stranded at InterContinental and when I called Orbitz, they cancelled that reservation and told me for almost $100 more, I could rent a car at the airport I was actually at, where I had booked my original reservation.
I filed a complaint with Orbitz and they told me that it was all my fault and I booked it for Hobby and they wouldn't refund me the difference. I explained it's not my first time in Houston. I know the difference between IAH and IOU and I double checked before placing the order that it was at InterContinental. I had had a previous experience with another agency who, also booked me at Hobby but I didn't know that time. So, lesson learned. I quadruple checked I was booked at InterContinental.
During this whole time I had to deal with dropped calls, being told that I was called but my phone never ringing - Orbitz prefers the passive-aggressive e-mail bomb to actual confrontation. I spoke with a manager who told me that basically everything that happened to me was my fault. I should have babysat Orbitz and continued to monitor my reservation because I could have had my refund if only I had watched the booking. And I wasn't going to get my money and NO - her manager doesn't 'take phone calls.' Maybe he's too busy sailing around Monaco with the CEO on the money they shake out of their clients.
What's hilarious is that Orbitz sent me the cars available at InterContinental when I requested a car booking but they told me that this same, amazingly smart, computer had nothing to do with *me* booking it at Hobby. Please stay away from this company if you want a car rental. Their airline booking never gave me any problems, but car rental shopping should come with high blood pressure medication or alcohol. You're going to end up angry and stressed and not to mention, a much lighter wallet. Believe me that company doesn't care as long as they can part you from your cash.
My name is Charlotte, 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 email@example.com and enter my name in the subject line, so that I can investigate further.
Thank you for your patience, and I look forward to hearing back from you.
Orbitz Customer Relations
BIRMINGHAM, ALABAMA -- Reserved a rental car in Ireland through Orbitz. Called Orbitz to change the turn-in date. After several minutes on the phone it became obvious that the representative was ill-prepared to help with my request and it became so complicated I decided to leave the dates as they were and try to deal with the car rental company when I rented the car.
When I reported to pick up the car I was told that the company would not rent to me because I was too old. Orbitz asks if I am 25 or under but does not screen for over 70. I then called Orbitz customer service and asked for help finding another car rental company. The representative was again ill-prepared to help with my request, asked me if she could call back if we got cut off. We were cut off after I held for 20 minutes, she never called back. A very frustrating and unsatisfactory experience.
MIAMI, FLORIDA -- Four of us booked a car on Orbitz from the Miami airport for $40 for a day and a half. When we arrived at the car rental place, they said we had to purchase insurance. We told them we had insurance for car rental and they said they would give us a discount, but we had to have their insurance.
At first they couldn't tell us why and finally they said because if there was an incident our insurance would be too slow! We were upset, but we were already there and needed a car. They also charged for use of their SunPass up front ($20) and charged us the toll fees when we returned. So, a $40 rental car went to well over $100. They also put a $200 holding charge on our friend's credit card and after two weeks still hadn't returned it. He called and they couldn't find it at first and wanted to charge him a $1 when they found it to put it back on. The customers behind us had the same issue/conversation that we had. We told them what happened to us and they did the same to them.
Flew into SC for family reunion vacation. Rented a car through Orbitz. They did not have the car I reserved. Explained to the teller I would be dropping off in Pittsbugrh, was there anything I needed to do. Nope everything is taken care of. Drove up to PA. Dropped off the car. Flew back to CA. I was quoted $650 by Orbitz. But when I got my credit card statement I was charged $2860. When I called to complain Orbitz said it was my fault for not taking the car back to South Carolina!!! I make arrangements for people every day. Inconceivable!
It was humiliating listening to this woman continually say, "So sorry your mistake but there is nothing they can do." I cannot believe there is no justice. The company can rip me off and say it's my fault! I will never use them again. Better off to use AAA.
Rented a car for a vacation to Grand Cayman. Quoted $65.00 for the rental with Firefly/Hertz. When I picked up the car I was charged $120 and they would not honor the Orbitz quoted price. Orbitz lists the price on the Itinerary as: Due at pick-up: $65.00 Base Price: $30.00 Taxes & Fees: $35.00. Unless otherwise specified, rates are quoted in USD. The total price includes all mandatory taxes and fees. Rental fees are due at pick-up.
When I contacted Orbitz customer service about the discrepancy I received a response stating: "Please be advised that the price that we quote you only includes estimated taxes and fees. Firefly may apply additional charges upon pick-up." Basically if you book a car rental through Orbitz, good luck with what the actual price will be. They quote prices on their site knowing that they have no idea what the rental company will charge. Deceptive marketing and bait and switch pricing.
Orbitz is a scum. I rented a car in Sicily. I booked a car from Orbitz and they offered me around USD110 for four days, included insurance. At the office of Budget-Avis I was assured by the lady on the counter several times that EUR235 is a deposit in case of theft and damage, which is refundable upon return of the car. After that I discovered that the whole amount has been deducted from my card. There was no adequate response to my claim and they don't pick up the phone.
I would never trust Orbitz and Budget-Avis with my credit card anymore. They just stole money from my card. In most European countries such company will be under fraudulent investigation and its license revoked. Do you know how to get my money back in such case? So if you are planning your trip to Sicily and don't want to be cheated you may want to avoid Orbitz or Budget-Avis. Have a nice trip and good luck.
ARIZONA -- I booked a room and there was an issue with a typo in the reservation for dates. The reservation was made for June 12-14 and was supposed to be made for June 13-15. I called Orbitz immediately to have the issue resolved. After 1 hour and 8 minutes and speaking to the supervisor I was told there was nothing Orbitz could do to resolve my issue and move the dates. They tried to tell me that the hotel had to make the change. I called the hotel on the other line and they told me Orbitz had to make the adjustment. This should have been resolved without question.
Orbitz travel confirmation - Jun 12 - (Itinerary # 7272663953490)
Orbitz invoice showed 2 rental car charges for my business trip when I had only reserved and used one. The first Customer Agent (from the US) was very helpful. Unfortunately, I had to call again since the invoice that was resent still showed the two car charges. This time, it sent me to Customer Service in another country. This person was of no help and not only did she tell me, "You need to calm down", she also hung up on me. Her name is Corina. My coworker vouched that although I was frustrated, I was very professional and just needed to get an explanation. The customer agent's response is highly inexcusable.
CANCUN -- I booked a Mercedes Benz including 750,000mxn collusion insurance and liability insurance via Orbitz.com with Alamo. When I arrived Cancun to pick up the car the rental company said I have to pay extra $1200 insurance for liability, collusion. They told me Mexico require not just 750,000mxn. It has to be 3,000,000mxn and also they don't offer any Mercedes Benz in their company at all. So be careful! Good Luck.