Complaint Rating:

Company information:
Orbitz
United States
www.orbitz.com

My husband was trying to book a package on Orbitz. On his first attempt, as he was entering his credit card information into the computer and then went to the next page, but before he booked, he was told that the price had gone up. So he did not approve the purchase (as he did not have that amount in his account), but the computer put the booking through anyway, under record locater D52TFE. We then booked the package under my card for record locater 64EGR3. A week or so later my husband realized there was something wrong with his bank account, and he had accumulated $264 in overdraft fees. We called Orbitz, and they cancelled the additional package and refunded most, but not all of the charges. They said because of the double booking not having all the same flights, $300 could not be refunded for a leg of the trip. But, they agreed to give a $300 credit, which will cost $100 to use. I asked the customer service people (I talked to so many) to remedy the situation by paying us $100 plus the $264 overdraft fees. I was told that the company did not believe that the computer made an error, but that they could do an investigation. Could we wait one to two weeks? Yes, fine. However, we never heard from them. So, a month later I finally have time to call back. They have no record of this so-called investigation, supposedly. After talking to about three people, they say they will investigate the matter and call back in 24 hours. I was quite surprised that they actually did call back about 38 hours later. Now the representative says that they have no record of the double booking! I give her both record locater numbers and she says because the charges were on two different cards, there will be no refund for overdraft fees or the $100 that we will have to pay to use the airline credit. I explain that it was a computer error and that I was told there would be an investigation. The representative tells me that there was no computer error and that the person making the booking made a mistake. I ask her what she bases this information on if she has not seen any investigation findings. She then says this is still under investigation (she says this after she first said there was no record of there being an investigation). I said she was lying and that I wanted to speak to her supervisor. She said fine, talk to my supervisor and hung up on me.