Orbitz Consumer Reviews - Page 7

This is one of the worst online booking experiences I had. The problem is their customer service, which is even worse than Comcast's. I booked an international trip with non-refundable tickets, having in mind that there's no way I would want to cancel the trip altogether, and if I need to change things I could.

Fairly soon my wife's plans changed and I called Orbitz to change wife's ticket for another date and possibly a different airport. I spent more than an hour in conversation with some lady, who could not change the airport and could not explain why (mentioning FAA regulations among other things). I asked for a supervisor, spent more time on hold and finally the supervisor lady explained to me that not only can I not change the airport, there are not any tickets for any date with prices less than 3 times bigger than what I paid.

Now, I could perhaps believe that, but I was at the computer and a simple search on Orbitz.com turned up many flights with much better pricing and entirely within my parameters. I tried to give the lady the flight numbers, but for some reason she was unable to see them in "her system". I hung up and wrote an email to Orbitz's CEO and director of customer service.

A day later some customer service lady contacted me and basically repeated the same stuff. It took several more emails and a phone call to straighten the things out to the point where I could purchase a ticket to one of the flights I found on their site. Now I have 2 identical charges on my credit card (where only one is expected) and I'm disputing that. On Orbitz.com I'm unable to see me or my wife traveling anywhere - only itineraries for my children are visible.

I'm worried they somehow mingled the information and I'm going to have trouble at an airport (there are many on that trip). I travel a lot. I book my trips online as a matter of habit and I used all sorts of websites: Expedia, Travelocity and a few others and I had to talk to many customer service organizations. This one is THE WORST - no exceptions.

NEW YORK, NEW YORK -- Changing a flight with Orbitz was the most frustrating experience. All I needed was to move the flight one week later. I didn't have set times, I didn't have any airline or airport preferences, I didn't even have any price issues. All I wanted was to make sure it was a non-stop flight... at whatever the cost, it didn't matter. Simple.

I am a generally easy going person, but after being placed on hold every 5 minutes and being told over and over that "unfortunately for you" there were no non-stop flights (I knew there were, I had checked the airline already... there were tons of non-stop flights from Orlando to New York and back again) and that they would have to place me on hold again, I was done.

It would be easier to just cancel the flight and rebook with the airline itself (minus the cancellation fees and plus the difference in flight prices, which was actually cheaper at the airline than what Orbitz ended up charging me). But I didn't want to do that. The credit would be under my niece's name and that would cause all kinds of problems. But dealing with Orbitz was becoming a lesson in futility. So I decided to just cancel the flight.

Well, when I asked to cancel the flight, a new non-stop flight for the exact days that I had originally hoped for, miraculously appeared. They had been lying to me for an hour! I knew they were lying and gave them all kinds of room with dates/airports/etc but it wasn't until I was going to scrap the whole thing that they did what they could have done an hour before... give me the flight that was right there on their screen from the beginning. That's completely unnecessary.

Never Again. I will not use Orbitz again. I will make sure that the companies I work for and projects I do are not booked with them. I will make sure that none of my friends or family books with them. It's not about ego... it's about policies that cause their customers to lose time, money, and peace of mind (I can deal with losing two out of the three, but not all three... Come on, that's seriously bad business). To top that off, they obviously promote dishonest customer service... flat out lies.

How do you trust a company with policies like that? You just don't. Luckily, there are a whole lot of other agents to choose from... so I don't have to (not cheaptickets either- I think they're the same company). Sacrificing my time and peace of mind is not worth the baited couple of dollars!

2 hours on hold and how many countries??? I am informed now that the flight/ticket I canceled last year, all $683 is no longer "valid". In other words, they, in this case American Airlines, gets to keep it. My frustration is Orbitz sent me an email when I canceled the flight due to health problems, that I could apply the unused ticket to a new flight by August 6th, 2007. I tried for days to follow their instructions to no avail, and after 2 hours with Customer Service, was told it was American airlines policy and nothing could be done- my $683 now belonged to American airlines.

Orbitz connected me to American Airlines and told me to try to talk to them. Their supervisor was very business-like and very clear, my problem was with Orbitz, American had a policy and tough **. I tried being nice and asked them to work with me that they had $683 of my money and all I need was 14 days. She was shocked that I could think American had any obligation and told me to take it up with Orbitz.

I will fly any airline BUT American for the rest of my life. I will book travel using any means BUT Orbitz. And for my part, I was obviously too stupid to know the rules they play by and I am $683 poorer. But what has it cost them? It is now my deep desire to ensure that American Airlines and Orbitz lose an equivalent amount as penalty for their inability to know how to deal with repeat customers, what the COST TO THEM WOULD HAVE BEEN ZERO. And that my friends, is as stupid as it gets.

I encourage people reading this to use another airline and travel service and make your trip for equal to or less than you would pay on Orbitz and AA. I am not asking for sacrifice, but a fleeting moral victory that inability to empathize with their customers should be penalized. Good travels to you all and a safe return.

We booked our Christmas trip to Mexico last year with Orbitz. Unfortunately there was a terrible storm in Seattle and we were forced to sit on the floor for 19 hours. Several calls had to be made to change hotels, flights etc. Mastercard was exemplary with their service. Orbitz customer service was pathetic. After waiting an hour and a half for a pay phone the customer rep at Orbitz was less than sympathetic. We needed to have our shuttle bus switched to the next day. Orbitz outright refused to do this.

Upon return from our vacation we made calls to all the companies we dealt with giving our compliments for helping us through a distressing time. We also called Orbitz to convey our disappointment and we really felt that they didn't particularly care one way or another about our feedback.

Fast forward to this year, we again booked our trip through Orbitz (only company offering a direct flight). We did our homework and found the cost of the air separate and the resort costs. Four days after booking, Orbitz dropped their price $400.00 per person. (As Canadians that is $500.00 each.) We basically could have saved $1,000.00. I immediately called Orbitz and asked the reason? I was told I had signed an agreement. I kept repeating to the customer rep. that she was not answering my question. She then said that Alaska Air had dropped their price.

I explained I called and they had not. Then she said the resort had dropped their price. Again I checked and confirmed they had not! My complaint is that if Orbitz is wanting consumer satisfaction and repeat customer support, why do they have their reps outright lie to the consumer? Why can't they offer their services as some do, guaranteeing a drop in price if they (Orbitz) change the pricing within 30 days. A little customer service goes a long way Orbitz!

2/12/07 I booked my vacation online, exited at first at such ease, then pure disappointment in doing so. I initially placed a vacation to Orlando. After I finished the long process, picked flights, hotels, car etc. I placed my credit card info, hit send, and received a page stating it did not go through. I can't remember the exact phrase but it was not successful. I then booked the next morning and was successful. Needless to say, I got two trips. I did not even realize this as only one confirmation was sent and the other WAS NOT. No one cared or could confirm that I was sent two emails for two trips. I DID NOT!!!

I asked over and over to send me proof and all they stated was look at "my trips." Why would I when the confirmation they sent was enough? It was ONE itinerary. If it were two, I'd have called immediately. The only reason I noticed was trying to change my car rental. An agent informed me I had two trips and there was nothing I could do. Attempts to question the agent(s) just ended up with ultimately blaming me. As I continued to explain - "just pull up my page and you will surely see the first trip had a notice that it DID NOT GO THROUGH". How could I lie about such a thing when I know it was there.

Hind sight 20/20, I am digging through my papers as I am hoping I printed the page as I usually do! Of course, Orbitz blamed me for it all. I spoke to 3 nasty ladies, one giggled, and the later hung up on me as I cried. The supervisor I finally held for was surprisingly just as non caring and rude. I strongly encourage taping the phone calls as the message says for quality assurance. There is NO WAY any of these calls were taped. There is no way those workers would dare speak to me or hang up on me the way they did. No empathy for my cause, even if it was my fault and very unprofessional.

I am extremely disappointed and shocked that they can get away with such poor customer relations. I can't be the only one who experienced this as it was rampant and not just one isolated uncaring employee.

Needless to say, I am stuck with $2000 plus in airline tickets. Please spread the word. Orbitz is fair weathered. I never complain or write reviews but this has got to be one of the most horrendous learning experiences of my life. It's not only unfair but just not right. I will make it my goal to educate any person who will listen to my disgusting treatment by Orbitz. Thank you.

My husband and I booked two tickets through Orbitz last fall to South Bend to see my parents for Christmas. My husband got sick before our trip, so we postponed it. We were told at the time with some ambiguity that we had to use the credit by Nov. 5th and that the credit was $450.

As the date grew closer, about a month ago, we called to clarify the terms (did travel have to be started by Nov. 5, or ended?). The Orbitz representative excused himself to review terms and conditions, and came back to tell us that actually only had to book the tickets by Nov. 5. He happily and confidently confirmed this when we pushed back a little, as this wasn't what we were told the first time around. He did confirm that the only conditions were that they had to be booked by Nov. 5 and used by Nov. 5, 2007 (a year from now). He also said the credit we could apply was not $450, but rather $347.

We just got off the phone with them (Nov. 4) after a long and frustrating conversation. Apparently, we were told the incorrect information, and the tickets did have to be used by Nov. 5. Of course, if we had known this, we would have taken a trip last month instead of waiting! The first representative we spoke with today was very helpful, and told us that she could see on-screen that we had been told the wrong information in our second call, and the correct information earlier in the year. She then tried to re-book us through the airline directly--she was told at first that that would work, but then when she tried to actually make it happen, it didn't.

Of course, this wasn't the airlines' fault, so we have no problem with them. She then passed us on to her supervisor. She proceeded to tell us that there was actually nothing that she could do to help us, and basically that it was our fault for listening to their representative. Apparently, their policy is that whatever they tell you first is what they stick with--this is obviously a policy they don't make clear to the public. She said that they in fact owed us nothing, although again this is their fault, but that she was willing to "split the difference with us" and give us give us roughly half of what we were owed in an Orbitz rebate.

I am completely disgusted with this experience, and have to say that it's going to have to be one great deal to make me ever want to book through Orbitz again. I strongly encourage others to reconsider booking through them as well--we were lucky that the tickets in question weren't expensive international flights!

Why I didn't go with Travelocity - I do not know. I booked a flight to Bangkok through Orbitz and later realized I needed to change the dates. I called and after about 30 minutes on hold I was told I cannot change any of the dates and would have to lose my almost $1000 or take the flight. I explained I cannot take the flight and was told there was nothing Orbitz could do. I decided to call back. After another eternity on hold (I truly have never encountered such a long wait time with ANY business) I was told that actually I could change my flight although there would be a penalty and I would have to reschedule with a certain amount of time. Great.

I rearranged all my personal and business obligations and called Orbitz to reschedule. After 45 minutes on hold I was told that I cannot change my flights. At all. I explained that during my last call, the representative at Orbitz had called the airlines and verified I could change my flight. I was told that, well now I can't. No explanation on how I could get 2 very different accounts on my options from the same company.

I insisted on speaking with a supervisor and after 20 minutes I was transferred to Dan. During this time I am sure they were hoping I would get exasperated and hang up. I assured them I would wait all day to speak with someone. When I told Dan that Orbitz needed to help me out in some way since they gave me erroneous information and I had worked hard to change personal and professional obligations based on this information - he said there was nothing they could do. He suggested I "just take the flight" the next day to Bangkok.

This rendered me speechless for a moment but I explained, very slowly and clearly, that the reason I was calling Orbitz was to reschedule because I CANNOT just take the flight the next day. I think what bothered me most was the unprofessional attitude, the fact that no one could tell me what my real options were in rescheduling and the fact that Orbitz just doesn't care. They got my money and that was the end of their interest in me. I told Dan he should get some pride in his work and maybe go work for Travelocity. Not surprisingly, he laughed and said maybe I was right and hung up.

I had used Orbitz quite a bit. We had a trip for four (2 separate reservations) to New Orleans which we had to cancel due to the hurricane. I literally spent hours on the phone with Orbitz and the airline (American) to get the facts regarding our options for changing the reservation. What I had been told, and confirmed with both parties, was that we had a window - until October 31st, 2005 - to change the flights without incurring change fees, and that travel was to be completed by one year from the initial date of original ticket purchase, May 2006.

I called Orbitz on 10/29 to rebook the flights. Unfortunately, the customer service representative of this company who answered my call was not only incompetent at the highest level, but extremely rude, and the information she passed on to me as fact about my options for re-booking was an out and out lie. If I had been not so savvy and believed her, her misinformation would have cost, and lost, me over $600. The info she adamantly stated to me, and defended when I informed her that she was surely mistaken, was that while we did have until Oct. 31st to rebook the flight without incurring fees, we also had to TRAVEL by October 31, 2005 (in two days)!

This info wasn't even close to being remotely true, but she was insistent, even going so far as to saying that she confirmed this with American Airlines, and that I had no choice but to accept it. I asked to speak to a supervisor, but she told me that no one was available to take my call, and wouldn't be until business hours on Monday. I had nowhere to go for help with Orbitz, and was very upset that perhaps somewhere down the line I had misunderstood, and that what the representative was telling me WAS true. I was faced with losing over $600 worth of airline credit and I wasn't a happy customer.

I hung up and called American Airlines and explained my situation and what I had been told by Orbitz and asked for their help. They were wonderful, confirmed that what Orbitz told me was absolutely incorrect, and cheerfully rebooked and ticketed my flight. I mentioned, quite emphatically to AA that I will never use Orbitz again, and keeping with this notion, have been informing any one who will listen to avoid the company at all costs. It's just not worth it - not the high level of stress I endured, nor the risk of losing several hundred dollars due to their hiring of incompetent "travel agents" -- if that's what they really are.

CHICAGO, ILLINOIS -- We went to Italy this October, and I was stupid enough to book the hotel in Milan using Orbitz, and not check with the hotel's website. They add 50% to the original hotel rate, and then try to sell it as a higher star rating hotel. Then they tell you - but you agreed to pay that much. Orbitz is garbage, never, never use it!

I paid $519 (401 euros) for 2 nights. The hotel received 142 euros per night for my stay as I saw on my room statement at the front desk. This means the price that I was charged was 58 euros per night more than the hotel rate for my reservation. Based on the room rate and hotel rating given to me by Orbitz, we were under the impression we were going to stay at a nicer 3 star hotel, instead it was worse than a 2 star. I would like to be refunded 116 euros ($150) that I was overcharged.

PITTBURGH, PENNSYLVANIA -- I'm a recent college grad currently applying to medical school. I have been traveling a lot recently due to multiple interview offers. All my flights and hotels have been booked through Orbitz. The pros of Orbitz is that their website and cell phone app is very user friendly and convenient. Their price is decent. I was pretty satisfied with their service at first. However one of the drawbacks of Orbitz is their terrible customer service. They are extremely understaffed, I had to wait for over an hour to get somebody on the line. And when I finally did get a person on the line he was rude, condescending, and straight up disrespectful.

Their cancellation policy is far from the best, but this only applies to frequent travelers. I'm considering switching my traveling agency even with all the reward I saved up. The bottom line is if you are just booking a vacation and you don't plan on making any changes to your flight or using the customer service it's a pretty good website. However, if you are frequent fliers there are more generous reward programs, cancellation policies, and with better customer service out there.