Orbitz / Flight confirmation errors
On December 23, 2006, my husband and I were at the Philadelphia Airport to board our flight from Philadelphia to San Juan for our honeymoon. From San Juan, we were supposed to pick up a connecting flight to Tortola. Then from Tortola we were supposed to pick up our last connecting flight to our final destination, Antigua. When we arrived at the U.S. Airways ticket counter we were told that our seats were not confirmed for the connecting flights therefore they could not let us board our flight to San Juan. I showed them my itinerary from Orbtiz which showed that our flights were confirmed and explained that I even spoke to a customer service representative from Orbitz who told me that the seats were confirmed. The U.S. Airways ticket agent said that Orbtiz never confirmed our seats on the connecting flights which meant that the seats were no longer available. When I asked what to do the ticket agent told me to call Orbitz. We stepped out of line and I immediately called the Orbitz customer service number. The representative could not help me and kept telling me that his computer showed that the flights were confirmed. I responded that the U.S. Airways ticket agent printed us a flight sheet that showed that we were not on the connecting flights. The Orbtiz customer service representative then asked to speak to a ticket agent from U.S. Airways. I walked back to the ticket counter and explained our situation to another agent. She said that they are not allowed to use customer’s cell phones and she said that Orbitz would not be able to help her anyway. I then disconnected my phone call from the Orbitz customer service representative. The U.S. Airways ticket agent was able to arrange for us to fly out the next day, December 24, 2006. She put us on a flight from Philadelphia to San Juan with a connecting flight from San Juan to Antigua. We then checked into the Sheraton Suites Philadelphia Airport since we live over an hour away from the airport and our ride had already left.
Once I returned from our honeymoon, I tried to contact Orbitz on several occasions. I was put on hold for 30 minutes even up to an hour each time I called. On January 15, 2007, I called the Orbitz customer service line and explained the situation to a customer service representative. He told me to call the airlines. I called Liat and Caribbean Sun and representatives from both airlines stated that Orbitz would be responsible for compensation since it was their error.
Due to careless errors made by Orbitz, we lost one night from our honeymoon – a night that we can never make up and our travel experience was ruined. We also lost money from our accommodations in Antigua since we did not arrive on Saturday as expected. Orbitz has not responded to any communication made to them.
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