Complaints & Reviews

buying plane tockets

Be very careful about entering travelers name correctly.

My sister purchased tickets for me and her daughter the evening of May 29, 2009. It auto filled my last name as the same as her married name. We notice the error when we received the travel confirmation via email, and called Orbitz first this morning to get it corrected.

Orbitz customer service stated the only thing they could do was have the airline make a note in the reservation, but the airlines would not guaranteed that they would allow me to fly under the incorrect last name.

So we then called the Continental directly and where told that I would not be able to board under the incorrect last name, and since we purchase the non-refundable tickets through an online service there is nothing that could be done. Continental also informed us that if we had purchased the same tickets through them directly they could have matched the online price, and we could have made the name correction within 24 hours of purchasing the tickets.

So I now have a $600.00 USELESS TICKET & can not afford to purchase another ticket for my trip. I am going to assume their will be a cancellation fees and/or I will have to pay for the week’s stay at a resort. I have not made those calls yet.

Due to this I WILL NEVER USE ORBITZ or CONTINENTAL AGAIN. I would have understood if they charge a fee to correct the error, but not having an option to address an minor entry error is UNEXCEPTABLE, and has been VERY COSTLEY & STRESSFUL.

  • No
    NO MORE SCAM Jan 17, 2013
    This comment was posted by
    a verified customer
    Verified customer

    THIS COMPANY IS A SCAM! I WILL NOT USE THEM AGAIN AND AM LETTING FRIENDS AND FAMILY KNOW ABOUT THEIR PRACTICES. I ENCOURAGE YOU TO DO THE SAME.

    0 Votes

tickets

I booked a hotel and flights through Orbitz back in Feb of this year, 2009. I got a great deal and was extremely happy about 10 days in Jamaica for 4 people for a toatl of $2000. Then the unfortunate happened and we had to change our plans to July and for only 7 days instead of the original 10. I knew the airlines was charging $150 per ticket (4 x $150 =$600). The orignal tickets were $410 each. When I called Orbitz to change the reservations for the tickets and hotel they said it would be an additional $1800. I asked for cheaper flights. The girls got the price down to $1313. I was not happy about the price but she kept insisting the American airlines had increased their prices. Then I got 5 phone calls saying my credit card would not go through. I checked online and my limit had decreased but the charge from Orbitz was not showing up. After hours and hours on the phone with Orbtiz and supervisors, they promised me that they had the confirmation number for my credit card and that it had gone through and that they were not double charging me. The only way the it would not go through my credit card was if they were double charging me. When the charge showed up on my credit card, it was for $1505 and not $1313. I called again. They promised that they had credited my card for the difference. It did eventuallys how up. Then I finally got an updated intinerary and it showed that the total trip cost $1995. This was cheaper than the orignal $2200 I had paid and that included nearly $200 for trip insurance3. I called again asking why I had paid $1313 when there was only $650 in additional charges and the total price was now lower than the original price. (Orbitz charges $50 for changing reservations). I got a breakdown of the prices and they showed the airline flight numbers and the charges for each ticket as $636 including all taxes and fees. They added the $150 for each ticket later on in the breakdown. Now wiht the prices in hand and the flight numbers, I checked American Airlines for the exact flights on the exact dates and times. Total of $450 NOT $636. I have been charged $744.10 too much for these flights. I keep emailing them and showing them that they overcharged me with no response. I called the AA and they can only say that Orbitz paid them $636 for each ticket. Now the prices have gone up since the $450 but it still doesn't equal $636. Orbitz over paid American Airlines and thus over charged me. I cannot get anyone to listen to me and there has been effort to credit me for the overcharge. I have abeen looking for the email address of Barney Hartford, CEO and I cannot find one.
Everything was fine and wonderful until I had to change the reservations and go through live people at Orbitz. That is when the whole thing became a nightmare.

  • Dm
    dmo Jan 30, 2009

    Dear Orbitz,

    I write to you today to tell you about the horrible experience I had with your service this past year. I have used Orbitz in the past without a glitch and I was surprised that in this time of economic downturn your customer service has declined to these levels. Not only did your supervisors in Orbitz TLC misguide me but also I had to resort to literally begging for a solution so that I could make it home in time to visit an ailing family member.
    On August 25th 2008 I purchased an itinerary through your website from Seattle to Montevideo, Uruguay departing on December 24th 2008. The original itinerary included stops in Los Angeles (LAX), Panama City (PTY) and final destination Montevideo. The return was Montevideo, Miami, Denver, and Seattle. (At the end of this letter I have attached all itineraries for your reference).
    On October 23rd I received an email notifying me that there had been a change in my itinerary that read the following:
    “The airline has notified us of a change to your itinerary. If the updated itinerary below is acceptable, no further action is necessary.”
    At this time the itinerary change was very minor and as the email indicated I took no further action.
    On December 3rd 2008 I received a second email notifying me that there had been a change in my itinerary, once again the email read:
    “The airline has notified us of a change to your itinerary. If the updated itinerary below is acceptable, no further action is necessary.”
    This time the flight itinerary had significantly changed, not only was an extra leg added (I now had to do SEA->SFO->LAX) but an extra 5 hours of travel had been added as well. I understand that this change was the airline and not Orbitz fault. The email said no further action was necessary but I wanted to know if I could some how move around the flights so lessen the travel time.
    My first contact with Orbitz TLC was on December 9th 2008 where I was on hold for no less than 45 minutes until I was able to talk to the international travel agent. After explaining the situation she said that there was nothing Orbitz could really do because the original flight I was booked on was canceled so I assumed I just had bad luck. At this time she informs me that she noticed that I have paper tickets and that these would have to be exchanged due to the change in flights, she informed me to go to the United ticketing office to exchange them since Orbitz could no longer do anything about them because I was travelling in less than 14 days from the date (It was 13 days at the time). I asked the representative multiple times if I could overnight mail the tickets to Orbitz to get the exchange done, she said no it was to late I had to deal directly with the airline. I drove to my nearest United Airlines office (45 minutes away) to get the tickets exchanged. At the United office I was informed that they could not exchange the tickets because COPA Airlines owned the tickets and that I would have to go to their offices. The next day I called COPA Airlines and they informed me that to exchange the tickets I would have to present them in person, when I asked where their nearest office was they said Los Angeles (I am located in Seattle, the tickets I bought would take me to Los Angeles but I could not board the plane with them). At this time I call Orbitz back and they tell me I have to deal with the airlines directly since “the ticket is a paper ticket and out of our control” (after 15 years of using Travel Agents I have never heard this before). I call United Airlines back and they tell me that COPA owns the ticket and they cannot reissue the ticket unless Orbitz request a code from COPA Airlines to do so.
    At this point days on hold with Orbitz and multiple airlines have gone by with me calling every day to see how I can solve this issue. On December 19th 2008 (5 days before travel) I am in a desperate situation with invalid paper tickets in my hand and call Orbitz TLC once again and ask to talk to a supervisor. After once again an hour of being on hold I finally am transferred with Lorie (Employee ref: MTF). After explaining my situation she indicates that I should have sent the paper tickets back to Orbitz, I explain that I had tried to do so but the previous agent said it was not possible. She indicated that now it was definitely to late to send the tickets back that my best option was to go to the United counter on the 24th the day of my flight and hope (her actual words) that they would honor the ticket. As you can imagine at this point in time I am desperate, I have an ill family member that I must get to, I purchased a ticket for it 4 months in advance (a guaranteed ticket not a raffle ticket were hope should be involved) and she is telling me that I might or might not be able to get on this flight.
    At this time I have my partner calling United to see what they can possibly do. They tell me that this happens all the time when dealing with Orbitz and that its sad that the customers get stuck in this limbo. He tells us that the only thing that can be done is that I can re purchase the ticket so that they can honor the reservation and then either submit to Orbitz for reimbursement or take Orbitz to small claims court.
    After 3 hours on the phone with Lorie pleading for anything she can do for me she finally agrees to re-issue the ticket if I sent them back overnight to Orbitz HQ.
    The next morning (December 20th 2008) I send the tickets to the Minnesota Office and call Orbitz TLC once again. My call was initiated at 10:03am PST as soon as somebody picked up I requested a supervisor. At 10:45am PST the supervisor Libby (Employee ref: MZB) picked up the phone and verified that I had sent back the tickets when I provided her with the tracking numbers. At this time she informed me that if I wanted the tickets I would have to incur a charge of $47 dollars. I explained that I thought this charge was unfair given that I already paid for shipping twice for these tickets already (from Orbitz, to Orbitz). She repeated that if I wanted the tickets I would have to pay this fee. In the end I paid this fee since I had no other option. She said she could refund the Orbitz fee charged to me, I explained that this was still less than what I was paying in shipping costs alone for an Orbitz mess up (I could have saved this money if I had sent the tickets back when I asked to the first time).
    My complaints with Orbitz are the following: Today January 30th my credit card still has not received any credit of any sort as Libby promised. I spent over 8 hrs on the phone trying to get this issue resolved. If I had not called Orbitz TLC to inquire about a possible flight change I would have never found out that my tickets were invalid and I would probably have had to pay out of pocket for the entirety of the ticket, again. Supervisor Lorie MTF actually told me that I could hope they accepted my ticket, I found this statement ridiculous. At no point did Orbitz try to help me solve my problem, I had to beg, get angry and insist for hours before anybody offered to help me solve this issue.
    I hope your company never puts anybody else through this nightmare.

    Sincerely,
    XXXX

    0 Votes
  • Pe
    pesak2 May 01, 2009

    Orbitz is terrible. Poor customer service, people lie, don't speak English well, you name it. Deal directly with the Airline and Hotels... it's much safer.

    0 Votes
  • Al
    alicia27 Nov 20, 2009

    Go to directcomplaint.com! use one of there complaint forms, it will go directly to the person in charge, plus you can ad additional recipients like the FAA or Better Business Bureau! Registration is free, and you can also post your complaint for free. But you should also pay the $5.00 and have your voice heard with good old snail mail! Good Luck!

    0 Votes

credit card information fraud

Shortly after making a online hotel reservation with Orbitz charges started showing up on my card acount from TLG Great Fun. It took me almost 2 years to get to the origin of these charges. One lucky day I finaly managed to reach a customer service repesetative at TLG Great Fun on the phone. During this conversation the repersentative disclosed that my personal information was dislosed to them by Orbitz. With that information they just started helping themselves by making charges to my credit card. I did mamage to get to speak to a customer service suppervisor whow did refund 12 months worth of charges, which he claimed was all he was authorized to do and that I would have to contact TLG Great Fun for the balance of my refund for services I did not authorize. As of today that has not happened. It appears that that may not occure which still leaves TLG Great Fun with profits at my expense. I want cunsummers to be aware of these types of scams before they do busnisse with with companys that conduct themselfes like this. Below is all the corospondence I have had with Orbitz about my conserns over their busnisse practices.


Response (Resolution Department) 04/08/2009 01:17 AM
Hi Mr. Mauritz,

I apologized for the delayed response but as you know even supervisors are entitle to have day offs/ rest days.

I respect your opinion if you believe what previous customer says but if you will go back online you will verify your self that all were optional and you will be clearly informed. In booking a reservation online it is important for you to check all the details specially terms and condition as every reservation and promotional offer has one. Our website doesn't have any capacity to book or chose what you don't like to have. It is our customers free will to chose everything that was offered online like reservations, dates of travel, whether you want to have an insurance or to subscribed to promotional offers. As what you chose to have, the website will then forward your request to necessary department / supplier to work on the reservation that you wanted. These customers who are claiming of fraud chose not to exercise their right to be informed as every terms and conditions were laid down online for our customer's awareness. In agreeing to purchase, that means you agreed in those terms and condition provided by Orbitz and the supplier specially. Admit it or not, there are customer who just do the clickings in the web site without taking time in reading the rules of the reservation in which is very very important as this is equivalent in knowing your rights. In your case, there must be a box or radio button that you clicked online the reason why third party such as Great Fun got an access in your account.

Terms and condition in the web site were carefully made by lawyers in a way that all customers will understand. That means Orbitz, won't take any single chance in violating your rights such as providing these confidential information to a third party. Again please take into consideration that even our agents cannot see these information. Orbitz is a well established Travel Agency and that there's no need for to do such " selling of information" just to earn money. WE can do it the right full way.

As customer service, we are trained to act for you as customers without violating any rules/terms and conditions of reservations. In everything we do there are pros and cons that we need to take into consideration. As a business entity were not looking into profit alone but of course on how to take care of our customers and that is how Orbitz established its name in the industry. There are just cases that customers, even if we already explained what was done, what we can do and not, are still hard to please and as you know we cannot just try to please and please customers as this will make rules nonsense.

I hope, I am able to explain our side regarding this matter and again I can only guarantee the security of your account in our end but not if you are the one who chose to provide this information to a third party (example: just like in subscribing to promotional offers).

Thank you.

Sincerely,
ZOE
Customer 04/07/2009 02:45 PM
Hi There; I can not believe that I did not receive a speedy response as in the past. I am truly at awe. Could it be because of the link I had sent you to discredit the response's stating I had made the purchases from TLG Great Fun instead of the truth of the mater that Orbitz was responsible for the obtaining my personal information. I will not go away just because you don't reply. To help you with you replies there are some additional links below to let you get an understanding about how I and other
customers feel about Orbitz. /URL removed/ (/URL removed/) HTTP://WWW.TRAP17.COM/INDEX.PHP/RESERVATION-REWARDS-SCAM_T56496.HTML (http://www.trap17.com/index.php/reservation-rewards-scam_t56496.html) http://www.complaintsboard.com/complaints/scam-c137244.html (http://www.complaintsboard.com/complaints/scam-c137244.html)
http://www.tripadvisor.com/ShowUserReviews-g187867-d565108-r22246059-Hotel_Antenore-Padua_Veneto.html (http://www.tripadvisor.com/ShowUserReviews-g187867-d565108-r22246059-Hotel_Antenore-Padua_Veneto.html) http://www.frommers.com/community/forum.cfm?plckForumPage=ForumDiscussion&plckDiscussionId=Cat%3ATips+Tools+and+DealsForum%3A0EE96879Discussion%3A0EED59F0&plckCategoryCurrentPage=0&plckShowLatestPost=1
(http://www.frommers.com/community/forum.cfm?plckForumPage=ForumDiscussion&plckDiscussionId=Cat%3ATips+Tools+and+DealsForum%3A0EE96879Discussion%3A0EED59F0&plckCategoryCurrentPage=0&plckShowLatestPost=1) Should you need more personal testimonials about Orbitz I will be more than glad to help you out. Hope to Hear from you soon Thomas Mauritz [protected] YESTERDAY'S E-MAIL (4/6/2009) Hi Again, I can appreciate the fact that you are protecting the company you are working for. I
understand how damaging complaints like mine are and that Orbitz is going to do everything it can to discredit such claims. I am sending you a link so you can see for yourself my case is not the only case were my information was disclosed to a 3rd party. Please do take the time to read what other Orbitz customers have experience. http://www.consumeraffairs.com/travel/orbitz_mwi.html (http://www.consumeraffairs.com/travel/orbitz_mwi.html) Please do let me know what you think after visiting the link
above. I can also send you several other links if you wish! Regards Thomas Mauritz [protected]

----- Original Message ----- FROM: Orbitz - RRD Escalations (mailto:[protected]@orbitz.com) TO: [protected]@bellsouth.net (mailto:[protected]@bellsouth.net) SENT: Tuesday, March 31, 2009 10:37 PM SUBJECT: Credit Cards and Billing [Incident: [protected]]


(https://faq.orbitz.com/cgi-bin/orbitz_faq.cfg/php/enduser/[email protected]&p_next_page=myq_upd.php&p_iid=5070174&p_created=1237225417)


Credit Cards and Billing

RESPONSE (RESOLUTION DEPARTMENT) 03/31/2009 06:27 PM
Hi Thomas Mauritz,

I hope I could provide a favorable answer to that, however it is impossible for Orbitz agents to provide your credit card information to a third party as we cannot even see your complete card number as was mentioned yesterday agents can only see the last four digits of your card. Great Fun can only charge you if you happen to subscribe in one of their promotional offers online as that would be the time for them to have an access to your billing information. If I am not mistaken you can call them and request for the subscription to be cancelled of course. If they happen to charge you for something you do not approved just advised them to cancel, that way your records with them will be cancelled too. I'm really so sorry but I myself is not aware of how Great Fun operates and this is the least that I know regarding Great fun offers as per experience from the requests that I've handled from customers as well.

Hope this will help as what I can only guarantee is the security of your account with Orbitz. Even hotels and airlines though they are collecting the amount of the reservation from customer's account directly, charges are done via our system and if you call airline or hotel if you happen to have a reservation for a flight or hotel you can verify with them that they do not know your credit card information as much as our agents do.

Hope this will enlighten you regarding the safety of your account.

Sincerely,

ZOE
CUSTOMER 03/31/2009 01:45 PM
I can appreciate all your security to protect the information of Orbitz customers. With all this in place how did TLG Great Fun get my account information from Orbitz?
RESPONSE (RESOLUTION DEPARTMENT) 03/30/2009 05:09 PM
Dear Orbitz Customer,

Thank you for contacting Orbitz.

WE just receive your forwarded concern regarding your credit card information. We do apologize for your inconvenience however on the part of Orbtiz, we strictly do not provide any confidential information to third party as our agents don't have any capacity to even see your complete credit card information, it is masked in our end and we can only see the last four digits for security verification. To safeguard your account with Orbitz we always conduct account security verification and we are very strict in implementing this procedure specially with third party callers. The information that was loaded in the system are only for Orbitz use upon your permission and approval and for us to be able to charge your account we need to get the security code of said credit card. With Orbitz, we can assure you that all information in your account is very safe. Our customer service people are strictly instructed not to make any modification regarding personal details in your account such as your email address as this is the only way for you to log in in your Orbitz online account even with our customers request.

For further assistance in this matter please don't hesitate to call us in our customer service hotline or just send us an email.

Thank you.

Sincerely,

ZOE
Customer Service Supervisor
RESPONSE (EMAIL CUSTOMER SERVICE) 03/30/2009 02:36 PM
Dear Orbitz Customer,

Thank you for contacting Orbitz.

I understand you feel that Orbitz sold your credit card information to someone who has withdrawn money from your account.

I have forwarded your issue to a supervisor. They will review and respond as soon as possible. I apologize for any inconvenience caused and appreciate your patience while this matter is examined. When we do learn of a problem, Orbitz takes immediate action to prevent any future disappointing experiences for our customers.


Sincerely,

Alex
OrbitzTLC Team

Orbitz - Travel Well
www.Orbitz.com
CUSTOMER 03/30/2009 02:30 PM
Thank you for replying to my customer concern. I don't really fell like spending the phone time with customer service. The difference between what the actual hotel charges were and what I was charged by Orbitz doesn't matter. What does matter is the fact that Orbitz gave or sold my card account number to some one how started helping themselves to my money. I have posted a statement of my personal experience with consumer affaires so others can read about my experience as an Orbitz customer. Have a Great Day
Tom Mauritz
RESPONSE (E-MAIL CUSTOMER SERVICE) 03/16/2009 01:15 PM
Dear Orbitz Customer,

Thank you for contacting Orbitz.

I understand you are not satisfied with the services of Orbitz.

I would like to apologize for the inconvenience you have encountered.

Due to the detailed nature of this question, I must ask you to call Orbitz Customer Service at [protected] from the US and [protected] from outside the US. Our Customer Service Agents will be happy to answer all your questions.


Sincerely,

John Smith
OrbitzTLC Team

Orbitz - Travel Well
www.Orbitz.com
CUSTOMER 03/16/2009 12:43 PM
I made a reservation back in October 2007 with Knights Inn at Bay Saint Louis, Ms. with Orbitz. The charges at check out were $100 less than what Orbitz charged to my account. Where is the "Hover Craft" Still waiting. In addition Orbitz signed me up for Fun Stuff something I never approved. I finaly managed to get in touch with a real person at Fun Stuff today to stop the charges to my account. Is this the way Orbitz operates. You can only imagine how I feel about Orbitz and what I tell my contacts
Customer 04/06/2009 02:55 PM
Hi Again, I can appreciate the fact that you are protecting the company you are working for. I understand how damaging complaints like mine are and that Orbitz is going to do everything it can to discredit such claims. I am sending you a link so you can see for yourself my case is not the only case were my information was disclosed to a 3rd party. Please do take the time to read what other Orbitz customers have experience. http://www.consumeraffairs.com/travel/orbitz_mwi.html
(http://www.consumeraffairs.com/travel/orbitz_mwi.html) Please do let me know what you think after visiting the link above. I can also send you several other links if you wish! Regards Thomas Mauritz [protected]
Response (Resolution Department) 04/01/2009 05:13 PM
Hi Mr. Mauritz,

As I've mentioned to you, there is no way that we will and we can provide this information to Great Fun otherwise you subscribed to have their promo's online. If Great Fun is saying so, I can guarantee that no agent gave this information to them. They got it from the system as you subscribed to have them sent you promos and discounts. They have terms and conditions in subscription and as they are the partner of Orbitz, we provide our customers this information online. Once you chose to subscribe to them they will automatically have your billing records as this is your decision to devulge it to them. No agent can do such without asking your permission and without asking you of this information as agents do not have any access to it. Please make sure of the information you are getting from Great Fun as this will affect our credibility in keeping up records.

Thank you!

ZOE
Customer 04/01/2009 12:55 PM
Hello, Here I go again to explain to you what happened. I have testimony from a TLG customer service representative that they obtained all my personal information from Orbitz after I made a hotel reservation. What every safeguards all of you are outlining in every e-mail is "Bull". They got my full name, mailing address and card account number from Orbitz. Who are each and every one of you trying to blow smoke at. Have a Great Day
Response (Resolution Department) 03/31/2009 06:27 PM
Hi Thomas Mauritz,

I hope I could provide a favorable answer to that, however it is impossible for Orbitz agents to provide your credit card information to a third party as we cannot even see your complete card number as was mentioned yesterday agents can only see the last four digits of your card. Great Fun can only charge you if you happen to subscribe in one of their promotional offers online as that would be the time for them to have an access to your billing information. If I am not mistaken you can call them and request for the subscription to be cancelled of course. If they happen to charge you for something you do not approved just advised them to cancel, that way your records with them will be cancelled too. I'm really so sorry but I myself is not aware of how Great Fun operates and this is the least that I know regarding Great fun offers as per experience from the requests that I've handled from customers as well.

Hope this will help as what I can only guarantee is the security of your account with Orbitz. Even hotels and airlines though they are collecting the amount of the reservation from customer's account directly, charges are done via our system and if you call airline or hotel if you happen to have a reservation for a flight or hotel you can verify with them that they do not know your credit card information as much as our agents do.

Hope this will enlighten you regarding the safety of your account.

Sincerely,

ZOE
Customer 03/31/2009 01:45 PM
I can appreciate all your security to protect the information of Orbitz customers. With all this in place how did TLG Great Fun get my account information from Orbitz?
Response (Resolution Department) 03/30/2009 05:09 PM
Dear Orbitz Customer,

Thank you for contacting Orbitz.

WE just receive your forwarded concern regarding your credit card information. We do apologize for your inconvenience however on the part of Orbtiz, we strictly do not provide any confidential information to third party as our agents don't have any capacity to even see your complete credit card information, it is masked in our end and we can only see the last four digits for security verification. To safeguard your account with Orbitz we always conduct account security verification and we are very strict in implementing this procedure specially with third party callers. The information that was loaded in the system are only for Orbitz use upon your permission and approval and for us to be able to charge your account we need to get the security code of said credit card. With Orbitz, we can assure you that all information in your account is very safe. Our customer service people are strictly instructed not to make any modification regarding personal details in your account such as your email address as this is the only way for you to log in in your Orbitz online account even with our customers request.

For further assistance in this matter please don't hesitate to call us in our customer service hotline or just send us an email.

Thank you.

Sincerely,

ZOE
Customer Service Supervisor
Response (Email Customer Service) 03/30/2009 02:36 PM
Dear Orbitz Customer,

Thank you for contacting Orbitz.

I understand you feel that Orbitz sold your credit card information to someone who has withdrawn money from your account.

I have forwarded your issue to a supervisor. They will review and respond as soon as possible. I apologize for any inconvenience caused and appreciate your patience while this matter is examined. When we do learn of a problem, Orbitz takes immediate action to prevent any future disappointing experiences for our customers.


Sincerely,

Alex
OrbitzTLC Team

Orbitz - Travel Well
www.Orbitz.com
Customer 03/30/2009 02:30 PM
Thank you for replying to my customer concern. I don't really fell like spending the phone time with customer service. The difference between what the actual hotel charges were and what I was charged by Orbitz doesn't matter. What does matter is the fact that Orbitz gave or sold my card account number to some one how started helping themselves to my money. I have posted a statement of my personal experience with consumer affaires so others can read about my experience as an Orbitz customer. Have a Great Day
Tom Mauritz

airline tickets

A friend has experienced same problems with Or[censored]... Orbitz!! This company is Mafia Pure and should be closed by government!! They realy sell tickets on flights that do not exist. For example: Costa Rica via Mexiko to Toronto: Schedule from Orbitz: San Jose 8:00 A.M. - Mexiko arriving 10:45, conection flight from Mexiko to Toronto leaving 8:30 A.M. same day, 2 hours before you arrive there!!! They say that Mexicana has changed flights, which is 100% not true!!! Orbitz Call center are trained to keep customers for hours in line and telling them ###!! Thank you to Mexicana Airport Managers, that finaly could help my friend with changing flights and upgrading to first class, to compensate ORBITZ trouble for passenger!!!

DO NEVER BUY AIRLINE TICKETS FROM ORBITZ - ITS 100% proofed a criminal company!!! Airlines should stop all business with this MAFIA in Chikago! STOP CRIMINAL ACTIVITIES FROM ORBITZ NOW!! YES WE CAN!!

  • Ta
    Tamale Apr 21, 2009

    Impossible itineraries happen pretty regularly, and it's not Orbitz' fault when they do. Orbitz shops the same rates everyone else does, so if you found an impossible itinerary on Orbitz, you could've found it on many other sites as well.

    The difference with Orbitz is, if you simply would've called the excellent customer service department, they would've been able to set you straight.. and save you money since if the fare got cheaper after you booked it, they'd send you a check in the mail for the difference.

    0 Votes
  • Ja
    JAdams1017 Jul 06, 2011
    This comment was posted by
    a verified customer
    Verified customer

    I originally purchased two roundtrip tickets to LGA from CHS for July 1st to July 4th. These tickets were purchased months in advance for a total of $440. My husband was flying with me along with my 12 month old daughter (in lap). We were going to a family wedding. On June 21st, my Father-In-Law passed suddenly and unexpectedly. He was living in Florida and since he died alone, the body was held. Funeral services were scheduled for July 1st. This was the day of my departure to NY. Although there was great sadness in our lives, my husband wanted my daughter and I to go ahead and go to NY for the wedding so my daughter could meet her great grandparents for the first time.
    I first checked online to see what the cost would be to change just my departure flight to a different day and from a different airport (TPA). The cost was to be around $900! When I looked at rebooking a new one-way flight from TPA to LGA it was less than $200. I called customer service at Orbitz to find out if I was doing this right, if they could help me, and if there was a lesser price. After telling the operator many times that I wanted to keep my return flight and only change my departure he said it would be around $900. He asked if I wanted to cancel my flight and I said no. I also said no to canceling my husband’s flight. Since the penalties were so much, it would basically be a wash for our tickets. The operator advised that it was cheaper to rebook a new one way flight out of TPA. Again, I spoke very clearly that I wanted to keep my return flight and did not want to cancel my tickets.
    I flew out of TPA on July 2nd alone with my daughter in my lap. I felt secure that I would have a return flight home since I was getting updated reports on my phone from Orbitz. When I got to LGA to leave on July 4th, I was told I did not have a ticket and my flight was cancelled because I did not go on my original departure flight. At no point did the Orbitz representative tell me that my return flight would be cancelled if I did not go on the original departure flight. After a long weekend of traveling alone with my 12 month old and the emotional stress of a funeral of my Father in Law and then a wedding, I started to cry. I did not have a seat to get home. Of course Delta would sell me a seat back but I would be charged $150 for penalties and then a last minute ticket. They charged me $603 to get home; minus the $150 charge because I repeatedly told them that I did not know this would happen. The representative at Orbitz didn’t tell me this. If he did, I would have cancelled everything and not go to the weeding or rebook a new roundtrip flight at a lower price.
    This trip cost me $1200 total for 2 days. I’m so stressed and upset by this. This shouldn’t have happen. There was horrible communication on Orbitz side and Delta did not care. I’m not sure when I can fly again because my husband just started his job after he was laid off for a month and this trip took all of our savings. A very sad day indeed. I will never use Orbitz again. Ever.

    0 Votes

inaccurate hotel description - no elevator

After I reserved an air/hotel package for a trip to Chicago through Orbitz, I learned the hotel I booked would have no elevator service until April.

I called Orbitz to see about switching hotels. I was a little shocked to learn that:
1. Even in a case like this, Orbitz tells you to travel to the hotel you've booked and ask to get moved to another property
2. Orbitz does not require hotels to mention major repairs or construction in the descriptions you see on Orbitz
3. Canceling the trip means forfeiting almost all of what I paid.
Bottom line: It smells like deceptive practice to include inaccurate, out-of-date listings for hotels. Orbitz needs to require hotel partners to submit honest listings -- or guarantee that customers have some protection if a hotel is caught in an outright lie.
PS - This hotel is called the Willows, and - again - there's no indication anywhere that it doesn't have elevator service until April. I found out through a Yelp review.

  • No
    NO MORE SCAM Jan 17, 2013
    This comment was posted by
    a verified customer
    Verified customer

    THIS COMPANY IS A SCAM! I WILL NOT USE THEM AGAIN AND AM LETTING FRIENDS AND FAMILY KNOW ABOUT THEIR PRACTICES. I ENCOURAGE YOU TO DO THE SAME.

    0 Votes

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bad customer service

This is a copy of a comment I left for the CEO of Orbitz:

Mr. Harford, CEO of Orbitz,
I have a serious problem with your company. I had previously purchased a ticket for use in November of 2008, however was unable to make my trip. I called your company who assured me that I would be able to use the credit to purchase another ticket with the same airline if I used it by September of 2009.
Two days ago on February, Friday 13, 2009 I called and booked a flight from Anchorage Alaska to San Francisco through Salt Lake city and back, paying the difference in the ticket cost and other associated fees at that time.
I got the flight booked and even picked seats for the flight and was assured an itinerary would be sent out at once so I could make arrangements with other parties I need to contact in San Francisco. Upon checking my email the next
day I noticed the itinerary was still not there, so I called again and was assured the flight was booked, and that the itinerary would be sent out as soon as your customer service rep hung up on their end of the phone.
Well, I went about my business trusting that your service reps would be true to their word, however I later checked once more, and it was still not there so I called again and was assured that by Sunday morning it would be in my email. Sunday arrived and still no email from Orbitz. Sunday the 15th is the day I was supposed to contact several people in the San Francisco area in order to make arrangements for specialized equipment related to my visit to the area. I called a total of four times on the evening of the 15th with the following results.
Call #1 - I was told that there was a ticket but that the ticked had not been fully booked. (How is that possible? I also had a very difficult time understanding the very heavy accent on the other end of the line as well as problems with the phone lines cutting in and out.) As I was trying to sort out the problem I was hung up on.
Call #2 - I was referred to three different people, none of who I could understand well, who informed me that there was a ticked booked, but that it takes up to 48 hours for me to get an itinerary. I explained that I had been waiting for 48 hours. Then your representatives tried to tell me that my email account was not working, the very same email account that I had just been reading recently received emails on. I assured her that my email was working, but also when I commented to my wife that I was no longer going to do business with your company in the future, I was then abruptly hung up on by her.
Call #3 - I was told by another customer service rep that I could barely understand or hear due to bad phone lines, that now there was no ticket on my record at all. And that there was no record of me booking a flight. I asked to speak to a supervisor, whereupon I waited on hold for ten minutes and was hung up on before being able to speak to one.
Call #4 - My wife actually made this call as by this time I was in no mood to deal with the substandard customer service and mistreatment I had received thus far. She called the number provided on your website, asked for a customer service supervisor and had been held on hold for over an hour with no one even coming on to the phone lines to tell her that she will be taken care of sometime in the near future. When someone finally came on the phone my wife was informed by "Corrine" that the itinerary
was posted on a third party site not even affiliated with Orbitz, which I had not been informed of, by either your companies website
or your customer service representatives which I had tried to deal with previously.
There had been no attempt to solve the small problem I had originally by your regular customer service representatives, which, was just wanting a copy of my flight itinerary. And the fact that my Itinerary was posted to a third party website without my knowledge or permission is inexcusable. I am beyond incensed at my treatment by your company, your lack of accountability for your poor customer service and to be sure that this is not something that happens to others I will be posting copies of this message to you, the CEO of Orbitz to the local and National Better Business Bureaus, as well as all of the many sites now available on the internet which detail your companies long history of substandard customer care and lack of business ethics.
Should you care to respond to my complaints you may do so at [protected]@yahoo.com
Rest assured however that whatever you send will be forwarded to all my friends, acquaintances, business relationships and again to the many websites which have detailed your companies history of bad business practices toward your customers.

  • Ev
    EVBranscum Feb 16, 2009

    This is a copy of a comment I left for the CEO of Orbitz:

    Mr. Harford, CEO of Orbitz,

    I have a serious problem with your company. I had previously purchased a ticket for use in November of 2008, however was unable to make my trip. I called your company who assured me that I would be able to use the credit to purchase another ticket with the same airline if I used it by September of 2009.
    Two days ago on February, Friday 13, 2009 I called and booked a flight from Anchorage Alaska to San Francisco through Salt Lake city and back, paying the difference in the ticket cost and other associated fees at that time.
    I got the flight booked and even picked seats for the flight and was assured an itinerary would be sent out at once so I could make arrangements with other parties I need to contact in San Francisco. Upon checking my email the next
    day I noticed the itinerary was still not there, so I called again and was assured the flight was booked, and that the itinerary would be sent out as soon as your customer service rep hung up on their end of the phone.
    Well, I went about my business trusting that your service reps would be true to their word, however I later checked once more, and it was still not there so I called again and was assured that by Sunday morning it would be in my email. Sunday arrived and still no email from Orbitz. Sunday the 15th is the day I was supposed to contact several people in the San Francisco area in order to make arrangements for specialized equipment related to my visit to the area. I called a total of four times on the evening of the 15th with the following results.

    Call #1 - I was told that there was a ticket but that the ticked had not been fully booked. (How is that possible? I also had a very difficult time understanding the very heavy accent on the other end of the line as well as problems with the phone lines cutting in and out.) As I was trying to sort out the problem I was hung up on.

    Call #2 - I was referred to three different people, none of who I could understand well, who informed me that there was a ticked booked, but that it takes up to 48 hours for me to get an itinerary. I explained that I had been waiting for 48 hours. Then your representatives tried to tell me that my email account was not working, the very same email account that I had just been reading recently received emails on. I assured her that my email was working, but also when I commented to my wife that I was no longer going to do business with your company in the future, I was then abruptly hung up on by her.

    Call #3 - I was told by another customer service rep that I could barely understand or hear due to bad phone lines, that now there was no ticket on my record at all. And that there was no record of me booking a flight. I asked to speak to a supervisor, whereupon I waited on hold for ten minutes and was hung up on before being able to speak to one.

    Call #4 - My wife actually made this call as by this time I was in no mood to deal with the substandard customer service and mistreatment I had received thus far. She called the number provided on your website, asked for a customer service supervisor and had been held on hold for over an hour with no one even coming on to the phone lines to tell her that she will be taken care of sometime in the near future. When someone finally came on the phone my wife was informed by "Corrine" that the itinerary
    was posted on a third party site not even affiliated with Orbitz, which I had not been informed of, by either your companies website
    or your customer service representatives which I had tried to deal with previously.

    There had been no attempt to solve the small problem I had originally by your regular customer service representatives, which, was just wanting a copy of my flight itinerary. And the fact that my Itinerary was posted to a third party website without my knowledge or permission is inexcusable. I am beyond incensed at my treatment by your company, your lack of accountability for your poor customer service and to be sure that this is not something that happens to others I will be posting copies of this message to you, the CEO of Orbitz to the local and National Better Business Bureaus, as well as all of the many sites now available on the internet which detail your companies long history of substandard customer care and lack of business ethics.

    Should you care to respond to my complaints you may do so at [email protected]

    Rest assured however that whatever you send will be forwarded to all my friends, acquaintances, business relationships and again to the many websites which have detailed your companies history of bad business practices toward your customers.

    Sincerely,
    Edgar V. Branscum

    0 Votes
  • No
    nolongerusingorbitz Feb 21, 2010
    This comment was posted by
    a verified customer
    Verified customer

    I got suckered by them let's just make it that simple. As a business professional who travels alot, I will to share my experience with everyone I work with at a location we have set up for things just like this. I just got home today from traveling and didn't get very far with the "superior supervisor". Word of mouth will go far. They can continue to spend millions of dollars on advertising, sites like this and us speaking to our friends and family will be worth a lot more. After just 2 vacations in 2 months with them, I'm done.

    I will encourage others to stay away as well. I hope it was worth the mere 45.31 refund I was asking for. The loss of business from my family alone was worth more to them. We travel every 2 months.

    1 Votes
  • S3
    s304 Sep 02, 2010

    Mr. Harford, CEO of Orbitz,

    I hope that when you come in the office in the morning the first thing you do is come to this websiste and educate yourself. I used Orbitz and other on line agencies to book travel in the past.
    I did a mistake and I booked to San Jose California instead of San Jose Costa Rica. When I realized this I tried to cancel and rebook the tickets.
    Then I learned for your convience that the tickets are non refundable even though I paid for the insurance.
    Which is the bigger scam Orbitz or the trip insurance that you allow to advertise falsely on your site.
    Your customer service was terrible and incredibly rude, and were more a hindrance than a help.
    In one way or another I will get my money back.
    I will be posting copies of this message to you, the CEO of Orbitz to the local and National Better Business Bureaus, as well as all of the many sites now available on the internet which detail your companies long history of substandard customer care and lack of business ethics.
    You may respond to [email protected]

    0 Votes

trying to get my money back after they couldn't book

I tried to book 2 different international flights with them on the 26th of Feb for my husband.
They took money out of our account both times and I had to call them 4 times. to try and get the money returned to the account. Finally I had to have a bank representative on the phone while I talked to them. The last of the money was just returned to my account today.
I was put on hold numerous times while waiting for as supervisor. The last time was for a half hour until I finally hung up and called back and asked first thing to talk to one.
They are sloppy and they show flights that are unattainable due to that "other airlines will not cooperate on that flight".
They also do not have a complaint website or phone number where you can go to talk to somebody who just doesn't mumble "sorry" and then ignore you.
I went to Priceline and got the flight I wanted within 10 minutes.
I wish there was somewhere I could go to and lodge a complain with somebody that would actually care.

  • Ze
    zepplin200053 Nov 03, 2010

    I am filing a small claims suit against orbitz for overcharging and fraud. Would you be willing to send me a signed and dated summary of your experience, so I can use it to prove that it is routine practice for Orbitz to screw people

    Let me know if you would be willing to help.

    Thank you Very Much,

    Tyler
    [email protected]

    0 Votes

no customer service

I booked a trip to Las Vegas at the Luxor hotel. I was charged $150.00 a night for a Pyramid Deluxe room. I found out that the regular hotel rate is $129.00 a night. The Pyramid room was not inhabitable. It had mold growing, wall paper peeling, and a stench that could not be killed.

I was on a non-smoking floor, but there were ashtrays in the hallway. I took pictures to confirm everything I am saying here. I called Orbitz customer care and all they said was that I should have read the disclaimer. Orbitz was completely unwilling to do anything to make this right! DO NOT BOOK WITH ORBITZ! You'll get a better rate booking directly through the hotel.

  • Tw
    twtioi Jan 26, 2010

    WOW, Orbitz has taken a great business model and turned it into trash with fraud and the worst customer no-service on the planet. My story begins with a vacation package booked in Cabo at "an etirely smoke-free property" which was also confirmed by an email which said "This property is entirely smoke-free". Upon arrival (by my daughter and friend) it turned out to be a full out smoking hotel, and the room already had ashtrays full out butts to get started upon arrival! The entire hotel smelled like those glass lounges at the airport. So after talking with 4 Orbitz people and "Edward" the top supervisor, the solution was to wait to see if the hotel could find them a less smelly room.While Edward did not admit to any mistakes or offer any credit/help he did say that any false info in the website is solely the hotel's fault as Orbitz has nothing to do with the posting!!! I could recite even more insane Orbitz statements but suffice it to say they have lost me for life as a former loyal customer and I will spread the word.

    0 Votes

price assurance misleading

Orbitz Price Assurance is extremely misleading. Their site states that if you find a lower price on any other...

scam

I purchased an International ticket from Orbitz.com and was charged with $75.00 insurance Policy.

I guess one of the small checkboxes "Need Insurance" was enabled by default. This is to charge the customer with an additional policy. Also this policy does not appear in the Travel Summary. So it is unnoticed.

This is a new scam and everyone should double check their ticket after purchase.

This policy is from Access America (supposedly partner of Orbitz) and Access America does not easily cancel that Policy.

  • Me
    Melisa Dec 11, 2008

    I purchased an International ticket from Orbitz.com and was charged with $75.00 insurance Policy.

    I guess one of the small checkboxes "Need Insurance" was enabled by default. This is to charge the customer with an additional policy. Also this policy does not appear in the Travel Summary. So it is unnoticed.

    This is a new scam and everyone should double check their ticket after purchase.

    This policy is from Access America (supposedly partner of Orbitz) and Access America does not easily cancel that Policy.

    0 Votes
  • So
    Someone1234 Oct 16, 2010

    The same happened to me for 92$ for a policy made by accessamerica which is related to Orbitz. This is a pure fraud. I noticed only after 2 days, cancelled the policy and got my money back. However I guess that many people are not even aware that they were charged.
    I have to say that the price 92$ for 5 days sounds realy expensive for travel insurance.

    0 Votes
  • An
    angel333 Nov 30, 2010

    I tried booking a vacation package that was showing under 1200$ but when you went to book for it, the price almost tripled.
    I tried booking this package a few times.
    The first time I was told that they were selling out fast due to the holidays
    A week later when I saw the prices were still low, but the same thing happened.
    I was told that the hotel was updating their prices and thats why it was fluctuating. However, the 3 hotels that I chose were all doing the same thing.
    Orbitz is a scam, as they are still shoing the low price for that hotel

    0 Votes
  • Ga
    gatrel Aug 24, 2011
    This comment was posted by
    a verified customer
    Verified customer

    In March, 2009 a booking of the hotel “The Palm hotel and SPA” in Miami (3025 Miami Beach, FL, 33140, phone 1-305-534-0505, fax 1-305-908-3366) was made. The booking was made through the web-site www. orbitz.com . The hotel was in a five - star category at the “Orbitz” web-site. The booking required a full advance pre-paymemt which was made in amount of 1939, 87 immediately upon booking. The check-in time indicated in the interneiary was Sat, May 8, 2010, 16.00. It was written in interniary that there should be an “Oceanfront” room provided. The “Orbitz” charges its customers for the booking service provided.
    On 9th of May, 2010 (12.30 am approximately) me and my wife Ekaterina arrived to the hotel at the front desk. The receptionist Mrs. Cheryl Hueston, a very nice person, has informed us that unfortunately they don’t have the Oceanfront room available and that she can only offer us a city-view room.

    Additional details.
    The vacation was a long-before planned honeymoon. The wedding party took place on 24th of April. So all the details were very important for me and for my wife as well. During the conversations with Mrs. Cheryl (again I want to stress that she was very nice to us) we have found out that their hotel have received a fax message from “Orbitz” where it was a request for reservation for “standart-standart-oceanfront” (it goes that way exactly in the fax message) room. As far as we were informed by Mrs. Cheryl the hotel basing on this information reserved a standard room for us and had sent the confirmation for the reservation of the standard room back to “Orbitz. Also when I asked for the fax with this confirmation I’ve noted that in this paper there is a sign “Do not disclose the base rate to the customer!” From which I made a conslusion that “Orbitz” is also being paid by the hotels on its list. Also I should make a notice that “Orbitz: has a “lowest’-price guarantee” policy which in my undestanding implies that there are no price for the room cheaper than they offer.

    Further develoment.
    Immediately as we have found out that Mrs. Hueston was not able to solve the problem because their hotel had no oceanfront rooms available at all, we’ve started calling the “Orbitz” call-center to solve the problem. Mrs. Cheryl has cleary explained to the person at the call center that there is no possibility to give us the oceanfront room. Later during the converstion we have found out that the closest date when we can possibly have the oceanfront room would be not earlier than on Tuesday and the room with a king-size bed (which was a condition mentioned during the booking) would be available not earlier that on Thursday. It took the person in the call-center about 1, 5 hours to finally find the following solution: they can “transfer” us to the different hotel for which we would have to pay by orselves and later on they would refund the amount charged for “The Palm hotel and SPA” back to my card. Here I need to mention that it took me about 10 minutes to find out the hotel with available rooms and that surely there was absolutely no problems to refund the trip back. So that this solution was so obvius and easy that I doubt why it took them 1, 5 hours to find it. The other option was to stay at the hotel in a non-oceanfront room and get a difference in price for the rooms refunded. I’ve insisted that I was purchasing exactly what I wanted from the. And in case they are not able to deliver the service that they have promised it is up to them to pay the difference (if there is any) in the price of the hotels. Because it is not my fault. By the time we came to this two options it was already about 3 am in the morning. I’ve asked the person at the cll center to connect me to one of her superiors. It took some other 15 minutes and finally I was talking to some Mrs. Luna (she refused to tell me her last name referring to the company’s policy). The conclusion from our 30-minutes conversation with her was that it is either my fault or the fault of the hotel but in any case it’s between us and them - Orbitz is not liable for anything even though the Orbitz was the one to sell the trip. Then finally we left it as it is and went to the other hotel.

    On 11th of May, 2010 I've once again talked to the Orbitz customer support line. They have transferred me to the manager (even though I wasn't asking for) and she assured me that they would refund my purchase on their web-site fully.

    Consequences. Economic or physical damage that resulted.
    Direct expenses - I've had to pay for the taxi, and pay for the other hotel (surly about 1/3 more of the price because it was not an advance booking).
    Moral damages - the first two days of the honeymoon honeymoon were totally ruined because of this story and of the necessity to find another accomodation.

    My opinion.
    (1) Orbitz is a company which lies on purpose to its clients presenting “The Palm hotel and SPA” as a five-star even though the workers of the hotel clearly defines it as a four-star facility.
    (2) Orbitz is a company which acts like a travel agent charging for its services the clients and, probably, getting a kick-back comissions from the hotels. So Orbitz does not simly work as an information board.
    (3) As soon as the Orbitz is a travel agent it should be liable for its actions ant it is up to this company to settle all the issues of the trip.
    (4) Quality of the Orbitz services is very poor.
    (5) The Orbitz (or at least its representatives) does not beleive that their company is liable for anything at all.

    Questions to the lawer.
    (1) Is there any kind of legislation that protects the righst of the consumers in US? Can this legislation be applied to the aforementioned case?
    (2) Is the Orbiz a travel agent or simply an information board under the local legislation? If the Orbitz charges for its services does it make this company obliged to deliver the services?
    (3) Is it possible to get the Orbitz bay the unexpected expenses which happed because of its default to provide the services?
    (4) Is it possible to claim damages from Orbitz? What can be an approximate amount in such a case?

    0 Votes
  • Oz
    Ozzydado Dec 23, 2011
    This comment was posted by
    a verified customer
    Verified customer

    This is quite simple. I am not an IT expert but it seems my IP, any IP gets recorded on any original queue when plugged in @ Orbitz.com.
    Big deal? well..it is for me, 'cause as I refresh my page or visit another site to compare my original quote ..what happens? The rate is not longer available, seats are all gone and .. BINGO! RATE'S INCREASED 150, 200 OR EVEN 300 $ !This may take less than a minute, at most.
    This is ridiculous. This is plain playing and trying to steal from innocent people who believe on the convenience of this crap online agency's promotions and added value.
    I am so sorry for those who "believe" this last minute deal is not longer available..in a matter or seconds!!!
    PLEASE, STAY AWAY FROM THIS SITE.
    PLEASE, SOMEONE WITH ENOUGH POWER DO SOMETHING HERE AND EXECUTE WHATEVER MAY BE NEEDED TO PROTECT HONEST CONSUMERS

    0 Votes
  • Mi
    Mike R Murphy Jun 04, 2018

    I made reservations for 2 day stay in Canton Ohio thru Orbitz when I arrived I payed for the room got into the room and had to leave for an appointment when I got back I noticed there was no alarm clock or telephone in the room ...all other hotels I have stayed at have both also there was flys fling around in the room ….after I got home and checked my checking account they had charged me another 8.99 on my card over the quoted price I contacted Orbitz and was told the manager for the Hotel would not be available til after 7pm that night and I needed to call back after 7 pm …...never heard of a manager not on location til 7 pmm at night NOMORE ORBITZ for me and no more roadway inn in North canton Ohio a dump

    0 Votes

reservations for unexisting flights

Let me tell you about my terrible experience with Orbitz. I bought since September a package at orbitz.com, to fly from Mexico to Athens, Greece with my whole family (6 people).

We received e-mail confirmation from Orbitz, and there was never any changes to the itinerary, neither by mail nor by the Orbitz website.

he day we arrived at the airport, Iberia told us our Madrid-Athens flight didn't exist. The flight was operated by Iberia (Mexicana's partner). Iberia told us this was Mexicana's fault. We went to Mexicana's offices at the airport and they told us this was Orbitz's fault.

We had to call Orbitz (long distance, from our mobile phone). It was great to hear "our call was very important to them, and please hold" for 15 mintues, while they tried to sort out the problem. Orbitz never solved anything, just told my this was Iberia's fault.
Nevertheless, in Orbitz's website there is an option called ORBITZ TRAVEL ALERTS there was never any alert describing any cancellation or change.

Finally, Iberia sorted it out and send us though Madrid-Rome-Athens with another carrier, Olympic Airlines. And they told us the return trip didn't exist either. We needed to personally arrange this in Athens, at Iberia's office.
Nice reservation job Orbitz!!!

I went to the Athens Eleftherios Venizelos airport. I spent a whole day and 60 euros) and couldn't solve a thing!

I went to Iberia's booth (since they don't have proper offices at Athens) and I was told with problem was originated by Orbitz, that they saw we had paid for the tickets, but couldn't access the system. The said the tickets were paid, but Orbitz didn't have a reservation for those tickets!!! How can this happen?

They went even further, telling us (again) the flight Orbitz "booked" didn't exist.

Iberia told us to contact Orbitz and fix the problem.
When we accessed our Orbitz webiste account, strangely enough, half of the flight (the Madrid-Athens-Madrid part) had dissapeared (even though, the alert section didn't have any alerts).

Obviously, I am not willing to pay for a long distance call from Athens to US to have a recording tell me "how important my call is".

I wrote to Orbitz Customer Service http://faq.orbitz.com/. I explained my problem and asked for a solution. I was assigned this incident number:[protected]. This was their answer:
--------------------------------------------------------------------------------------------------
Dear Orbitz Customer,
Thank you for contacting Orbitz.
I understand you are not comfortable with the schedule change to your trip.

Schedule changes are determined by the airlines. Orbitz does not make these changes; we only monitor your reservations throughout your journey and make every effort to alert you when the airline makes a schedule change. It is important that you review the schedule change information from Orbitz to ensure they are acceptable.

Due to the detailed nature of schedule changes it is difficult to handle them through e-mail. I ask that you contact our specialized schedule change desk at [protected] if you have any further questions.


Sincerely,

Ray Jonathan
Orbitz TLC Team
-------------------------------------------------------------------------------------------------------
As you can see, they say this is not their fault but the airline's. Which airline??? Iberia or Mexicana? And yet again, they ask to call a 1800 number, that cannot be reached from Athens!

I wrote to them explaining this:
--------------------------------------------------------------------------------------------------------
We are in Athens, Greece, with no way of calling you. We made an International call on the trip to Madrid, and spent 19 minutes. We will not do so again. Today, we spent 60 euros on a roundtrip to the airport to try to fix the problem. Iberia says its the travel agency's responsibility.

Orbitz at no time contacted us and informed us of any changes on the schedule. We arrived at the airport and there wasn't any flight, so they send us through Olympic Airlines via Rome. This was not solved for the return.

We have no reservation number, and that's your fault. Iberia says the tickets are paid, without a reservation. Since we paid Orbitz for our trip, we expect Orbitz to fix any problems with our schedule.

You can reach us in Athens at 30-210-xxxxxxx yyyyy Hotel, with zzzzzzz (me).
We have already spent a whole day trying to fix this, and that's not how we had planned to spend our holidays. Please solve the problem and let us know.

Thank you.
------------------------------------------------------------------------------------------------------------
Finally, I received an answer from Orbitz that I though would solve my problems eventually:
------------------------------------------------------------------------------------------------------------
Dear Orbitz Customer,
Thank you for contacting Orbitz.
I understand you would not be able to call to make the changes.

I have forwarded your issue to a supervisor and you should expect a response within 24 hours. I apologize for any inconvenience caused and appreciate your patience while this matter is examined. When we do learn of a problem, Orbitz takes immediate action to prevent any future disappointing experiences for our customers.

Sincerely,
Mark
Orbitz TLC Team
----------------------------------------------------------------------------------------------------------
That was received from Orbitz on Fri, 26 Dec 2008 12:37:44 -0600
It is now almost Mon, 29 Dec 2008 and we still haven't heard from them.

  • Lo
    Lobo Mar 26, 2009

    A friend has experienced same problems with Orbitch... Orbitz!! This company is Mafia Pure and should be closed by government!! They realy sell tickets on flights that do not exist. For example: Costa Rica via Mexiko to Toronto: Schedule from Orbitz: San Jose 8:00 A.M. - Mexiko arriving 10:45, conection flight from Mexiko to Toronto leaving 8:30 A.M. same day, 2 hours before you arrive there!!! They say that Mexicana has changed flights, which is 100% not true!!! Orbitz Call center are trained to keep customers for hours in line and telling them ###!! Thank you to Mexicana Airport Managers, that finaly could help my friend with changing flights and upgrading to first class, to compensate ORBITZ trouble for passenger!!!

    DO NEVER BUY AIRLINE TICKETS FROM ORBITZ - ITS 100% proofed a criminal company!!! Airlines should stop all business with this MAFIA in Chikago! STOP CRIMINAL ACTIVITIES FROM ORBITZ NOW!! YES WE CAN!!

    1 Votes
  • Yu
    Yuki My Aug 05, 2010

    Never will I ever use Orbitz again! This service was so poor and was NOT worth the money that was spent. I took a flight from Chicago to San Diego, CA on Delta Airlines. Orbitz assured us in writing that there were no fee for baggage check because we used their services of course DELTA airlines disagreed and we were charged. Although the airplane was not full our seats were the last seats in the back of the airplane next to the bathroom that smelled awful. Orbitz first instructed us that our flight would be non-stop but upon retrieving our tickets at the airport we were told that there was a stop from Chicago to Detroit Michigan with a 3 hour lay-over and from Detroit we would fly to San Diego, Ca. Same thing coming back, a 3 hour layover for a trip that only takes 4to 5 hours actually took almost 10 hours! Orbitz is a complete rip-off and I have contacted the better business bureau and the U.S. Government because the only way Orbitz will cease their unscrupulous behavior is if they are constantly reported as well as consumer awareness. I will definitely spread the word about Orbitz and had I known this company was from mafia and money driven apes that comprise 99.9% of Chicago I would have NEVER utilized their non services in the first place! Consumers in the U.S. and overseas will be forewarned! Thanks for this site!!!

    0 Votes
  • Ad
    A distressed Passenged Jul 11, 2011

    The scenario laid out here is EXACTLY what we have experienced!!! When we landed in canada to catch out connecting flight, we were told that even though we had paid, there were no seats for us. And now we have finally made it to Europe for vacation, our son has had to have emergency surgery for his appendix and will not be released until a day after our scheduled departure. Therefore we need to change our flight to depart several days later. We have been in connect with the Orbtiz call center (full of very unhelpful Indians), who insist that the problem lay with the airlines and not orbitz itself. The airlines assure us that if they were allowed access to our flight details they would be more than happy to change it, BUT ORBITZ WILL NOT LET THE INDPENDENT AIRLINES CHANGE OUR TICKETS TO A LATER DATE AND ORBITZ REFUSE TO CHANGE THEM ASWELL. The phone bill from my hotel (for 5 hours on the phone, running in circles will cost me a mini fortune) and has achieved nothing. Very poor show Orbitz. Sincerely, A very disgrunteled customer.

    0 Votes

flight ticket mess-up

I just had a harrowing and frustrating experience with Orbitz. I booked a Christmas flight on Qatar Airways through Orbitz about eight months ago. They sent me a paper ticket. Then, I received an email from Orbitz saying there had been a change to my itinerary. When I called Orbitz to ask what I should do, they asked me to send the paper ticket back to them. When I asked repeatedly what else I should do, they said "Nothing; we'll take it from here." I subsequently received an electronic form from Orbitz with the new itinerary, which I assumed was my electronic ticket. However, when we went to the airport to check in, the airline said that the record says I was issued a paper ticket, and therefore they could not board us without the paper ticket. Calls to Orbitz from the airport (which took hours) were of no avail. After admitting they misled me, Orbitz now claims that they told me to call back after mailing the paper ticket. In the end, I have had to pay an additional 80 percent of the ticket's cost to get on a flight two days later. I spent countless hours on the phone with Orbitz. The staff were singularly incompetent (they contradicted themselves repeatedly).

I would like to know if others have had similar experiences, and what recourse we might have.

  • Bs
    B-skeptical Aug 31, 2009

    Orbitz is a Very Unreliable Company!!! Beware if you decide that Orbitz.com would be a good place to purchase airline tickets. They are nothing but a scam. They purchase large quantities of tickets from airlines, then set their price. They will intentionally consumers.
    My parents needed a flight booked so I found Orbitz website. I booked a round-trip flight for them to leave Tampa (TPA) and arrive in Detroit (DTW). The price was very decent($258.38) total for both to fly round-trip. After paying by Credit Card & hitting submit, I left the sight. A couple of hours later I finally checked my E-Mail for the itinerary info, it was all there, but instead of it being a flight leaving from Tampa (TPA) it now said that it was leaving from Orlando International Airport. Luckily I caught this and I was able to cancel the entire transaction. My Mother called the Customer Service line and after 2 hours of being switched from person to person she was unable to get a straight answer of how that could happen. Finally 1 person said that I must of hit nearby city and thats how it was switched. I know for a fact that I never did that and that Orbitz's just is passing the blame of their own incompetence. So PLEASE be very skeptical if you decide to deal with this company...

    0 Votes

price assurance scam

Price Assurance is not working….possible scam. I booked a flight on Sept 9th DTW- AUS for $379 (total...

no reimbursement

For 2 years I have been asking them to return almost 7002 dollars...166.800 kuwaiti dinars...! they keep promising and making me phone them and then they do nothing! I was refused passage on a Gulf Air flight even though my seat was already booked by Orbitz and paid for by me...I did not have a paper ticket...Not my fault and I have the paper work to prove it..HOWEVER..Gulf Air claimed Orbitz was a fault...Orbitz seems to accept this but won't re-imburse me!! I keep asking for it...2 years later! What can I do?????

  • Mi
    mikemills Jun 25, 2010

    they are not a travel agency, they charged my credit card and didn't have the room, 7 hours on phone with various types of agents and managers, money tied up for at least three days trip ruined, no room, no help, no travel agency, somebody needs to kick that nerd's butt the next time he flys down with that hoover craft passing out rubber checks

    0 Votes
  • Mi
    mikemills Jun 25, 2010

    orbitz suxxxxxxxxxxxx!!!

    0 Votes

simple information on unused ticket

I bought 3 domestic e-tickets from Orbitz.com. The tickets were not used. When I tried to call Orbitz about what my options were I was put on hold twice for a total of over 45 minutes. I finally talked to someone who spoke very poor English and refused to talk to me unless my zip code matched the zip code on my account, which for some reason it did not. He absolutely refused to offer any assistance and when I asked for a supervisor he put me on permanent hold. I WILL NEVER USE ORBITZ.COM AGAIN!!

  • Oh
    Oh.Brutha Nov 18, 2008
    This comment was posted by
    a verified customer
    Verified customer

    Now, if a 3rd party called in, and claimed to be you, then cancelled your flights without your permission, you'd have been the first to scream, , , , "Where is the security???" You should be happy they protect your privacy, and check you My Account tab on the website to find out what zip code YOU put on the account, instead of blaming everyone else!!!

    0 Votes
  • Ja
    Janin Dec 01, 2008
    This comment was posted by
    a verified customer
    Verified customer

    I agree. I will not be using Orbitz.com again. We received a change to our itinerary one week prior to our international travel date and were told that we would now be waiting 6.3 hours for our connecting flight home. We called Orbitz, waited 2 hours to hear that there is nothing they can do. We purchased our tickets 6 months in advance because we have an infant and toddler. We explained that this change would place us in a difficult situation and all that the Orbitz supervisor said was that they are sorry but they could not accommodate us on another flight.

    0 Votes

orbitz access america insurance scam

I recently used Orbitz to book 2 essentially identical trips from my home in Colorado to Vancouver, CAN. On...

handling of canceled flight

I bought round trip tickets through Orbitz in early June for June 13 from Colorado to Wisconsin returning on June 30. Two days before the return flight on the 30th, I called Orbitz to let them know I had to cancel that flight. They assured me that I could apply some amount to another flight minus about $150.00. They assured me I would have no trouble.

On July 16th, I called Orbitz to apply what they owed me to another flight on the same airline (United). Though they said they had a record of my calling, they had no record of my canceling the flight. They even got a United person on line too to tell me no way were they giving me credit because I did not cancel within 24 hours. Now I know Orbitz says they record all calls so I am sure they have the recording of my cancellation but I cannot prove it. Why else do they think I was calling two days before the flight if not to cancel it. Anyway, the people were rude, abrupt, abusive and foreign. I will never, never have anything to do with Orbitz again. They should be prosecuted!!!

  • Oh
    Oh.Brutha Nov 18, 2008
    This comment was posted by
    a verified customer
    Verified customer

    People call about their flights all the time, to see if the airline did a schedule change. To ask about how much it would cost to change the dates and times, etc. And, they advise that the call MAY be recorded for training purposes. They never said they recorded every call.

    0 Votes

hotel booked is under renovation

After reading all the information on all inclusive in Punta Cana and spending hours making a decision, I relied on the information that Orbitz has on their website in booking a trip for my daughter and her friend, only to get a very unhappy call from her that the hotel I booked was under renovation and they were put in another hotel that was very much below par. Orbitz rated the hotel as 4*... Never again will I trust Orbitz on a trip.

orbitz.com ruined my vacation

To everyone out there who use Orbitz.com to make airline / travel arrangements: Beware! Use it at your own risk and do all the legwork before you show up at the airport.

I bought an airline ticket back in February to go from Oakland, CA to Kona, Hi for my vacation in May through Orbitz.com on Aloha Airlines. They charged my credit card for the airline and car rental reservations and I got my confirmation number. Then I went out of U.S. for a few months to visit relatives overseas, and came back not realizing that Aloha airlines had gone out of business while I was away.

I received no notification from Orbitz.com letting me know that my flight that I paid for months ago was cancelled, and I needed to make alternative arrangements to get to Hawaii. Needless to say it was tremendously stressful and nerve wrecking the first day of my vacation when I showed up at the airport, thinking that I had a ticket to fly to Kona and had nothing. I literally scrambled at the airport begging and searching for a last minute ticket that ended up costing me over $1700 in addition to the $500 ticket that I already paid for.

My vacation to Hawaii was completely ruined. When I called Orbitz.com's customer service line and explained to them what happened and asked about the lack of notification on my cancelled flight, the customer service staff's response was: "well, too bad...you should've checked the flight status yourself and KNOW that Aloha Airlines went out of business."

How is it possible that a business like Orbitz.com with such crappy service and such irresponsible business practice stay in business? If Orbitz.com has no problem advertising and selling "available" flight reservations to people, why is it that they can't notify those paid customers when their flights get cancelled? It is not as if Orbitz.com doesn't have my contact information; a simple e-mail from them would have prevented all my scrambling and last minute headaches.

If Orbitz.com can claim that they have no responsibility what-s0-ever to keep me informed of my purchased flight, why do I need them? Why doesn't everyone just contact & purchase the tickets straight from the airlines themselves? What service is Orbitz.com providing us other charge us for bogus flights that don't exist and make us pay more for another ticket?

It truly angers me that I went through Orbitz.com and still had to do so much of my own legwork in order to ensure I have a seat on the plane; it's just wrong. Orbitz.com really needs to step up and take care of the people who book flights and travel arrangements with them and take care of them. From the many posts on this site regarding Orbitz.com, it doesn't seem like my case is an isolated case; plenty of people have complained about its horrible service. From this experience it's safe to say that I will never use Orbitz.com again.

  • Oh
    Oh.Brutha Nov 18, 2008
    This comment was posted by
    a verified customer
    Verified customer

    You weren't sold a 'bogus' flight. At the time the flight was booked, Aloha Airlines was still flying. Orbitz sends out emails when the airline notifies them that one of your flights is affected by cancellation, time changes, delays, etc. It's up to you to check your email. You act as your own travel agent on travel websites. So, of course you should do your own legwork, or fire yourself and pay a real travel agent.

    0 Votes
  • Or
    Orbitz Jun 11, 2014
    This comment was posted by
    a verified customer
    Verified customer

    Hi Cwh,

    My name is Lynne. I’m a member of the Orbitz Customer Relations Team. Sorry to hear of
    this difficult experience. If you'd please email us at [email protected], and include the Orbitz confirmation number; I’ll be happy to investigate further.

    Thank you for reaching out.

    Sincerely,
    Lynne
    Orbitz Customer Relations
    Chicago, IL

    0 Votes

no service and no refund

I made a group reservation. March 10th - They processed the payment by check - They also left me a voice...

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