Orbitz
Reviews and Complaints

COMPLAINT FOR:
Car reservation Itinerary #[protected]
in Florida-July 12-July 16 2018 pick up and drop off at PBI Airport. I was told more than once to take the shuttle to Budget car rental and pay the total amount of $ 125.83.Nothing that Orbitz did for us on the up and up. 1. We took the shuttle, to find out that our reservation was 5 miles away and that we were on our own to get there I called to confirm the shuttle and the rep said he checked with Budget and that that info was correct?. 2. Orbitz never told us that proof or car rental insurance was necessary so the process was further delayed. 3) Budge3t would not accept the price from Orbitz and w had to pay about $50 more! We got a car-about 2 hours later!
I tried calling customer service twice at Budget only to be disconnected twice despite the repeated phrase of "No worries" I finally called back at 10 PM and finally someone said we can get a refund for the difference and the cost of car service but just when I was going to speak to a "supervisor" I was once again discounted two hours later at midnight! I thought they had all the info but at 1 am I got a call back from the Philippines where it was 1pm-I questioned the timing of the call but all I got is we need to resolve this now or I would have to start all over the next day! They kept saying that they were doing US a favor by giving a one-time courtesy to reimbursement! Really the booking is boarding on FRAUD and the customer service was VERY unhelpful, to say the least. I expect to hear from you to explain why I got the service(or lack of) during booking and customer services.
Sincerely,

Amy Chasanoff

Confirmation
GVJGNL (Aeroflot-Russian Airlines)
Booking ID
T5XVBE
Ticket #
[protected] (Tatiana Paola Orozco)
[protected] (Carmela Karenina McCue)
Itinerary #
[protected]
INCIDENT DESCRIPTION:
I bought 2 flight tickets in September 2017 from NY to Russia but after a few months one of the tickets needs to be fixed on the name since the person who was flying with me get the name correction by court of NJ state.

I called Orbitz since they are the ones that can make the changes. I received zero help from them and spent many hours by phone dealing with this Problem. They ask me for all my legal documents which we submitted for nothing.

I talk to supervisors and no one was able to resolve the issue. And the only solution for them was cancel my ticket and buy a new one. But my initial purchased was $950 and current price back in June was $1600.

After this nightmare I talked to the airline AEROFLOT and they told me the agency (Orbitz) are the one who needs to make the change for me (That never happens)

Personally I went to the airport and ask on Aeroflot and they send me to Manhattan NY Office and they fix the problem and receive the same information I sent to Orbitz (for nothing) and only charge $35.00 for name change on my ticket.

Next time please go directly to the airline. I will do my research next time and never ever eill use ORBITZ AGAIN.

My family is currently stuck in a Chinese airport because orbitz sold us a bogus itinerary. We'll only get out of here if we pay for change fees or find other transporation at our own expense. It's been a circus to know who will help. There was a 1 hour layover between flights but the airline refused to check our bags through to the final destination because the partner airlines don't work together to transfer luggage in China. The run/walk to the baggage claim was at least 15 min. We waited for luggage for another 10 min there before running to get boarding passes and re-check luggage for the next flight. We arrived at the ticket counter at 9:10 for the 9:45 flight and they refused to let us on the flight. The ticket agents say this is not a reasonable layover. We tried to get our money back from China air and Xiamen air and orbitz so we can make other arrangements. If we want to find a new flight all parties tell us we have to pay a change fee because it is the fault of one of the other parties. could catch a fast train and still make our committments but no one will take responsibility. Orbitz told us it was a computer generated itinerary with the shortest layovers. Ultimately, they should have confirmed this was a doable agenda.

I booked a trip for August 12-16 via orbitz, I also got travelers insurance. I misspelled my friends middle name and inadvertently placed a ‘A' where there should have been an ‘E' in her middle name. That turned out to be an ordeal I was disconnected over 4 times and placed on hold several times for 30-50 minutes.

The hotel we booked mentioned it has free WiFi after my friend read the reviews turned out WiFi is not in the rooms and only in public areas, that's not what we understood as a WiFi connected all inclusive vacation. I was told I could use my insurance and would get a refund in 7 days. The rate would definitely go up the closer we get to departure. We've saved for months and cannot afford the new rate.

I guess in essence if the customer service agents were more easily understood, the dropped calls, the repeated attempts of trying to ask the agent to check the notes from the previous calls and the wait times not be so terrible the experience would not have been that bad. I f agents could call people back customers wouldn't waste so much time.

I made a reservation for a car rental from a local car rental company EZ Rent A Car. My plan was to use this rental car instead of my car to drive from Salt Lake City to St George which is about a 400 mile drive one way.
The car I reserved had unlimited miles and the price was around $70 for the weekend. When I went to pick up the vehicle, this company told me that since I was a local, I had to pay more since local renters tend to drive more.
The total price nearly doubled to $130. This was a complete surprise to me since I had a deal with Orbitz for $70. Orbitz knows where I live and where I was picking up this vehicle. The rental company should have known but yet there was no mention of this additional charge until I walked up to the desk. Needless to say, I did not like the surprise and the company did not honor my reservation price. I canceled my reservation and I wont use Orbitz or this rental car company in the future due to wasting my time and misleading me on the actual price.

Do not use orbitz!
It is a horrible online travel booking website. You cannot cancel a whole itinerary within the first 24hrs, despite what they promise!
You must cancel each item separately which complicates things further if certain airlines are used (spirit). This way you lose the travel insurance you may have purchased on the whole trip!
As a subsidiary of expedia, it's actually in contradiction with expedia policy which guarantees you may cancel any booking in the first 24hrs.
I selected a round trip from orbitz website la to chicago three months in advance wirh travel insurance using 2 different airlines for the departing and return flights due to the timing convenience of each flight... After booking the trip, reading the additional baggage information, I found out the return flight airlines didn't allow carry on luggage!
I wanted to cancel this itenerary, having found an upgrade which did allow a carry on bag.
I called customer service, feeling this was a simple void and rebook, I was told I couldn't cancel the first flight, so I had to cancel the second flight, and purchase a new flight, without an immediate refund, which I was told may be issued after 3 days. I was also told my insurance would not apply to the new return ticket since the flight was canceled and the new flight was a separate itinerary! It didn't matter what I wanted to accomplish, I was being told what I had to do to make a very slight change.
This happened after 2 hours, a hung up, several phone calls and two requests for supervisors:
Customer service centers were in phillipines and india.
Agents kept repeating that I wasn't listening to them!
The first call, I called after repeating my request several time, I asked for a supervisor, she put me on hold for 40 minutes before hanging up on me. The second call was answered in india, I was told there was no supervisor available, the third call in tevin, philippines from tebu, the lady wanted to put me on hold while she "called" both airlines to "request" a refund on my behalf. It was 10pm pst. The supervisor plainly told me, I cannot cancel the itinerary I just purchased and rebook my flight.
I was stuck with this purchase.

I booked a ticket to flight from Auckland to Tel Aviv through Orbitz and when I got to the airport on the day of my flight, one of the airlines (Qantas) told me that I needed a transit visa to be able to get my connecting flight in Australia. I had no time to deal with a visa issue then and the airline told me that because I had booked the ticket through Orbitz they could do nothing about it. I called Orbitz and after a lot of back and forth, an employee arguing with me rather than helping me, and a couple of hours on the phone while I was at the airport in Auckland, Orbitz ended up charging me $83 dollars- fee for the change and for the difference in the price of the ticket. All of this I had to pay and it wasn't even my fault that they did not tell me about the issue with the visa and not even having a prompting message about it since this is not a common situation. I have been traveling all over the world for the last 10 years of my life and I have never encountered a situation like this. I am truly disappointed in the quality of the customer service of Orbitz. I did not get to my destination on time, I spent a lot more money, and ended up feeling overwhelmed at the airport having to pay for internet to make all the phone calls and dealing with employees who were worried about charging me fees rather than being understanding about something that was not under my control.

Today I requested assistance without success from Orbitz travel agent Dawn and supervisor Anthony for seat assignments for two legs of an international flight on July 29, 2018 for myself and Paul Sparks. Paul was unsuccessful getting seats on the day we booked our flights with Orbitz online April 25, 2018. He called customer service within the hour and was told that seat assignments were available from Aer Lingus. We called Aer Lingus more than six times over the following days both waiting in the cue for an hour or more and no one picked up. We realized we were not Aer Lingus customers. We paid almost $1000.00 each to Orbitz for tickets. Reasonable expectations include seats with seat numbers. Supervisor Anthony explained seat numbers are not available until 24 hrs before the flight. This is absolutely unacceptable.
Request Orbitz assistance to resolve this issue.
Catherine Sardo [protected]
Paul Sparks [protected]
Sincerely,
Catherine Sardo
Catherinem.[protected]@gmail.com

We purchased an airline ticket for our son and dtr-in law. Our son immediately noticed we had mis-spelled our dtr in laws name by one letter and we used her married name. Her passport does not reflect her married name. We called customer service to request the name be changed (even though more than 24 hrs had passed) and were told they would work with the carriers to make the change since it was a minor change.
We were aware that there would probably be a charge and during one conversation with Orbitz representatives each airline approved the name change according to the Orbitz rep. We were told to send a copy of passport and Marriage certificate of our dtr in law and the name change would be done. Over the course of the next four weeks, and 10 hours of being on hold and passed from one Orbitz supervisor to another, receiving various forms of misinformation by over 10 different Orbitz representatives, Orbitz corporate manager finally said "this was not our fault so there is nothing we can do." In the meantime the price of a new ticket doubled. Orbitz corporate manager Keech XU simply said "sorry, it's not our problem there is nothing we can do." We travel extensively and will never use Orbitz again nor recommend using Orbitz to fellow travelers. Customer service is really the only thing that separates ticket brokers. Orbitz does not have what it takes to solve a customer issue; only to sell a product.

On June 10, 2018 I used my Orbitz account to make an hotel reservation. I was told by Orbitz that the fare was non-refundable. There was an incident in the family which precludes us to make the trip. Knowing that I was losing the fare, I went thru Orbitz to ask the hotel at least for a credit. Then, I go to the hotel site and look to my reservation. For my surprise, not only the cost is lower, the fare could be paid at check-in. The document attached has the evidence of what I am saying.

Thank you,

Joanna Norman

Booked two tickets from Savannah to Seattle via Newark. $500 per ticket. Not cheap. Found out after I purchased tickets that I bought the new "Basic Economy" which assigns middle Seats not with my wife and limits our baggage. You are not notified of this reduced ticket until after purchase. Needless to say, United said they would not move our seats even though there were aisle & window seats available. (Gate attendant was very condescending and offered no help). Done booking thru Orbitz which I've dined every time we travel.

I bought a ticket to my father through Orbtiz on May 14th, 2018. My father is 85, he has two surgeries in his legs and one tumor in his head and barely speaks english. It was not easy to convince him to take a direct flight to visit us in USA FROM Buenos Aires but finally he agreed since this is a family special reunion. The only thing that he asked for is a nonstop flight. Ten days later, I forwarded the ticket to my father and he noticed I bought a non-stop flight for the departing part of the trip but not for the returning flight. At that time, I only realized I accidentally booked a flight with a connection without meaning it. So, the ticket I bought by mistake is EZE-MIA and MIA-ATLANTA-EZE.

The cost of the trip was and is now exactly the same for non-stop flight than for a connection flight through DELTA. It was my mistake. The problem is that my father is not in physical and mental shape to go through all the issues that encompasses a connection flight (more wheel chairs, he doesn't speak English, difficulty walking etc etc).
So, I decided to call Orbitz and explain them the situation. I told them I was willing to pay a new ticket through Orbitz if the refund me the previous one since I was not going to be able to use it since my father told me and I greed that he won't be able to make it under this condition. After being on the phone for over 2 hrs on the 24 of May and another 2 hours on the 25 of May and escalating my issue to a supervisor, and then to a manager, I was told no, they cannot refund me, and they cannot help me by giving me a direct non-stop flight on my father's return flight even it is now at the EXACT SAME PRICE. They said I had to pay $700 more in order to get a non-stop return flight.
First excuse was that it had to be done at the airline level- DELTA, then my tickets had restrictions . . .

Following are the ONLY restrictions noted on my tickets when I made the purchase:

Airline Rules & Regulations
•
• Tickets are nonrefundable, nontransferable and name changes are not allowed.
•Please read important information regarding airline liability limitations Opens in a new window.

Here are the details of my father's reservation in case anyone can understand this situation and is willing to help.
Itinerary number: [protected]
Delta confirmation: GHJ7Z9
Ticket number: [protected]
Booking ID: MCQ67I

I booked a car in advance for 11am on the 23rd of May 2018. Called that morning to reschedule the pick up time for 5pm, they tell me they contacted the car provider and they were going to keep the car until 6pm.
I got there at 5pm and told me the car was no longer available...
I called orbitz and the lady tried to give me a solution. At the end she booked a smaller car, more expensive and still wasn't available. . They didn't have me any other choice and the person from avis ended up giving me a car for the price of my original booking...
In other words orbitz had me 40 minutes on the phone, giving me bad alternatives, not willing to take the blame and sort the issue by giving me what was available.
Never again.

I booked flight from Thomas Cook Airlines (with Condor) for a family vacation using Orbitz on May 13, 2018. When I looked at my credit card statement in next day, both Orbitz and Airlines charged from my credit card, they charged twice (This is international flight, the amount is very large). When I called the Orbitz, they said they have no idea the airline also charged, this is responsibility of Orbitz, I bought tickets from Orbitz and they should not let the airlines charge for the same tickets. It is impossible to reach customer service of Condor/Thomas cook
Airlines, their on-line chat does not work and I waited on the phone for 2 hours and hang up. I cancelled the flight, according to the Orbitz, they will refund both charges in next 3-4 business day. I am still waiting for refund. I have used online booking for thousand time using different companies such as Priceline and Flighthub, I have never have such issues

A copy of my letter to your CEO outlines the scam being operated by Orbitz,

Dear Mr Okerstrom, I am writing today because I am having a very difficult time effecting a correction to a mistake made by Orbitz reservations.

I made First Class reservations online. I am a disabled veteran and require a wide seat and wheel chair access. The Orbitz document confirming my reservations states "special assistance requests should be confirmed directly with the airline". When I called United Airlines I found out that the second leg of my trip is booked in Economy in a window seat. The United representative could not understand why this would be because I paid for First Class seat and there are first class seats available. The United airlines customer service people told me they cannot correct an Orbitz mistake and I must call Orbitz to get my seat reassigned. I called Orbitz and the wheels came totally off.

First, I could not correct this problem on line. Secondly, when I called the Orbitz number the recording said "we cannot help you at this time please call back later". I called at least a dozen times before I was put on hold for assistance. Thirdly, the Orbitz person on the phone did not speak English. After struggling with this person on the phone I asked to speak to a supervisor. Another person came on the line and did not identify themselves and did not speak English. I asked to speak to a management person. I was told to leave my phone on speaker and someone would get back to me every 10 or 15 minutes. So every 10 minutes I got a msg saying there is no one answering the phone keep holding and someone will be updating you every 10 or 15 minutes. I am on hold now and have been thru 6 msgs telling me no one is available and to continue to hold.

This entire situation is a screw up on the part of the Orbitz reservation system. To unscrew this problem seems to be an impossible task. On another line I called Orbitz and got a borderline English speaker who told me it would cost $200 to change my ticket. I said in other words I have to pay $200 because Orbitz screwed up. The answer was "that is correct sir". I hung up and stayed on hold.

I don't want to be a jerk but if this problem cannot be straightened out today I will be sending out a copy of this email as a complaint to the VA, The Department of Labor ADA section, The New York times travel section, the Charlotte Observer travel section, and all the travel related web site complaint pages.

By the way I am still on hold and I am a slow typer.

As I am ready to push the send button the Orbitz person came on the line and said the management number was disconnected and she will have to re-initiate the phone call and it will be at least another 45 minutes until I can speak to someone. Obviously, this is a scam to make it impossible for anyone to straighten out a problem.

This same Orbitz person told me the only way to straighten out my problem is to pay $200 now and she would refund the money and I will get it back in 10 days. This all clearly an Orbitz scam.

Clarence M. (Roe) Penticuff

I booked a package through Orbitz #[protected] for a roundtrip flight and a (4) night stay at a supposed Hilton. When I arrived they said they had no rooms available with 2 king beds. The staff at Hilton expressed on video that it was standard procedure to rent a room that had been prebooked/prepaid. Upon calling Orbitz they had me on hold for over 90 minutes while their offshore/foreign call center scrambled. Nothing came of it, I was told Orbitz would be contacting me the next day which they never did. I called back and was assured the account was noted and being investigated. Today 6 days after the incident I had to call Orbitz back and again was kept on hold while they investigated. I spent nearly (4) hours of my trip dealing with foreigners who I could barely understand.
Can you believe Orbitz refused to refund my stay after inconveniencing me, not following up with me and wasting 4 hours of my time? It's truly a shame what happens when companies get so big they no longer care about bad service bad reviews and promising reservations then not delivering. I am disgusted with the way I've been treated and recommend others out there to NEVER use Orbitz, they are a terrible company that doesn't value their clients.

Now that I'm back from Jamaica, let me tell you of my first experience to Jamaica! I booked my trip in January through Orbitz of whom I've used many times before. I was assured by Orbitz that the bus ride to hotel was included. Got off plane in Jamaica and checked with west jet. No name on list for ride! Checked with resort, no ride! Had to pay $35 to get to my hotel. That's mistake number 1! Get to the Grand Bahia to check in and for the life of me never took down girls name. She kept looking up my reservation number that I had on my paperwork from Orbitz, and didn't say much but looked nervous and said she wasn't seeing a reservation! BUT she told me she was going to upgrade myself and my friend to the Luxury side, free of charge and we would get all the same room arrangements such as 2 double beds and sea view. And that they had a room ready for us over there. So now we are on Mistake #2. They take us over to Luxury side and we go to the check in and speak to a man named Ronan. He was a total jerk to me and my friend! I was getting so Hot! He said that he didn't know why they sent us over but they were booked and had no room for us! Mistake #3. So here we are, in another country, and nowhere to stay! We were going nuts and I was getting loud. He got some Manager and he came back and said to us that we can give you a room, sea view, but with ONE bed, not 2! We said we want what we paid for and that we wanted 2 beds. He said that's our only option at this point. My friend said to him, "we aren't gay, and we would prefer 2 beds.". He said he would put us on a list so that we could get 2 beds, but if I wanted a cot, I could sleep in that! I couldn't believe how rude he was and how amusing he thought he was! We slept for 2 Days on a King size bed. We checked on Monday to see if our name was still on list for a room. Mistake #4. We were never on a list! We found a manager who was wonderful. Her name was Kaydene. She checked again and said she found us a room, and apologized so many times to us for the trouble, but it needed to be cleaned. We said we were going into the village to shop for souvenirs, and she assured us our room would be ready when we get back. This was the best news ever! We got back, and our room was ready, so a bellboy came to our old room, gathered our suitcases and took us to our new room where we stayed for the duration of our trip!

Thank God for staff there that know their jobs and not for the [censor] that work there! Our hands were tied, but we made the best of the situation!

I would definitely go there again, AND I would even stay on the Luxury side again! The resort is beautiful and clean and it is so protected that they really make you feel safe. The food is to die for! We met so many great people and made a lot of new friends, for that I am grateful!

I entered the wrong dates for my hotel reservation, I noticed right away and called Orbitz customer service, just to find out that it didn't matter that I made that mistake 5 minutes ago, they could no do anything for me. I was just trying to change dates and willing to pay the difference. They have no flexibility, 5 minutes after i clicked on that icon! come on!

I had to be on the phone on for different times to resolve a cancellation they didn't do and didn't come through and wasn't sent to my email and remained on my account. None of the credits it been done I had to call and when I would call it be on hold and with an agent for over an hour and a half so I have spent over a total of 6 hours on the phone having made and cancelled a small trip to Salt Lake City to LAX with three people and to baby and a car rental. I was in tears last night on the phone with the agent and then the supervisor and all of this is documented and I have never I'm 62 years old have never ever had to experienced anything of this magnitude. Very trying and very sad and wrong. Nothing should take that long please examine the computer and all of the complaints and all the hours that I spent and why I spent them on them computer and talking to you guys this was a nightmare my phone number is [protected] my name is Jeanne Sims.

I booked a hotel reservation with the wrong date. Within seconds of submitting payment/booking, I contacted Orbitz via phone to fix my error. The automated message advised the wait would be 22 minutes. I have been on hold awaiting my call to be answered for 1 hour and 25 minutes- and am still on hold. This is unacceptable. I have emailed the hotel while on hold and they advised they would correct the reservation without the need of Orbitz's assistance. However this lack of professionalism and customer service on Orbitz's end is unacceptable. I travel often for work and pleasure and have used this agency in the past, but never again after this experience.