Orbitz Customer Service Complaints - page 2

I am totally devistated on receiving my credit card bill for accommodation booked for Gold Coast conference. All information on the booking showed value in Australian dollars but I was charged in US dollars so in actual fact it wasn't reasonably prices - ended up damned expensive for 2 nights. No where could I find that I would be charged in $US. If you are booking accommodation in auz DO NOT USE THIS SITE. I have learned the hard way.

I booked an iceland air flight for my family(my husband, son and I) and misspelled my son's last name. When I realized the mistake I called orbitz to correct it, the first time the rep said they werent able to contact Iceland air, after putting me on hold for 32 minutes and asked me to call back. I did, and this time I was put on hold for 1 hr 30 minutes, and the name change apparently happened. The red gave me a new iceland air conf number that had my son's corrected last name, BUT this time he was entered as an adult. She assured me that this mistake will be corrected and I should see everytthing corrected within 6-24 hours. Unfortunately, I really have nothing else to do but to wait to see if this will be corrected. How does a simple name correction take an hour and a half, and why can't the agents/reps call us back when the 'system' is functioning? She said the policy was to not call the customers back! Terrible terrible service, terrible policies. THIS IS AFTER I AGREED TO PAY FOR A NAME MISSPELLING!

Terrible customer service! Was hung up on TWICE! And that's after waiting forever on the phone each time! As soon as i mentioned best price guarantee, they hung up on me.
The Best Price Guarantee seems like a scam! we submitted a claim and they replied back saying we had 3 adults in our current reservation while the screenshot of the lower prices showed only 2 adults and 1 child. Sent them back a reply following their instructions and showed them our itinerary (screenshot again) that we in FACT had 2adults and 1 child. How do you mess that up?!?! Anyways, the email said if we believed the decision was made in error (duh it was) then to email them back with necessary documentation. We did that and still no reply!!! Here's the kicker, the lower price package was their own website. How do you not pricematch that. We followed all instructions and our claim was submitted within 24hrs!

The worst! Booked flight and car together....they scheduled car pickup 30 miles from airport!
When complained...told I did it!!
I booked car with flight and airport pickup. Wound up having to pay more for car due to their error.

Absolutely inept, excusable and the most horrible experience I've ever had! On Feb. 27th I made reservations for a Hotel on the 22/23 of April. Now I've received a survey to rate my experience for my stay last weekend on the 13/14 of March? I reserved in advance for a family wedding in April. I did NOT get a confirmation via e-mail, nor did I receive a phone call to reflect the confusion! I did NOT stay anywhere on the 13th, and they say it's non-refundable and a "post" charge for a date already past! I've used both Orbits and Expedia in years past (now they've merged) and apparently "dropped the ball" as everything is wrong and my money is gone! No way to run a busine$$!!!

First, no confirmation of my purchased itinerary ever came, so after I went to looking for it (email & Orbitz account), and didn't find it, I contacted them. The customer service representative said it didn't exist, and I politely explained how unlikely that should be, but I purchased a new itinerary at a higher cost (since rates had gone up) anyway, just to make sure I had a seat for my boss on those flights. Then she finally asked if I had given a method of payment, and I said yes (that's half the online purchase process), and she looked somewhere else on her computer, and there she found my original itinerary. So she sent it through and sent me a confirmation, ad cancelled my new itinerary, and all seemed good (I was relieved).

Until I saw that the wrong departure day was indicated, so I called back, but no note of my call was there for the next customer service representative to see, and I was only repeatedly told that the policy was that I was to pay $200 change fee plus increase in fare, which is NOT FAIR. A manager even said it is impossible for the system to make a mistake, and said it was my fault, and that the airline required the raised fees. I called the airline, and that customer service representative said that they collected no additional fees from Orbitz, just the increased fare, and (predictably) said my problem was with Orbitz.

So I paid the extra cost for the change (as a nonprofit we cannot afford that), and then didn't receive the updated confirmation, so I called Orbitz back, and when they sent me one it still said the wrong date. The customer service representative insisted I just ignore that, because the actual flight reservation was for the newly corrected date. This is all completely unacceptable on a few different levels, but all I want is my original fare.

I am so upset. Orbtz and COPA Airlines have stolen over $1000 from me, and now insist that I can only have a credit on Copa. I fly a lot around the world, and this has been one of my most frustrating experiences. I believe that Orbitz and Copa are despicable. Here's what happened:

I book a flight from Costa Rica to Buenos Aires. I note that my ticket takes me through Panama and Brazil, but do not think that matters. I think I am going to get on the flight and fly from Costa Rica to Argentina. When I get to the counter in Costa Rica, the Copa agent smiles at me and says: "I bet you don't have a visa for Brazil." Of course I don't have a visa for Brazil, because I am flying to Argentina, not Brazil. According to Copa, as I am flying through the city of Belo Horizonte in Brazil, I need a visa (that can only be obtained by going to a Brazilian Embassy). If, however, I were flying through other cities in Brazil, like Sao Paulo, I wouldn't need a visa!

The agent takes delight in my lack of a visa, continuing to laugh and smile - he thinks it is a hoot! He hasn't had this much fun since the last sucker came through.

A supervisor steps in and gleefully informs me that Belo Horizonte is doing just what the USA is doing to Costa Ricans, requiring them to have visas to transit the country - so I shouldn't be surprised or unhappy. Somehow I should have guessed that flying through Belo Horizonte, Brazil, would require a visa - whereas flying through Sao Paulo, Rio, etc. wouldn't.

So, they don't let me on the flight, and I have to re-book on another airline, for more money, and get their late for my conference. Meanwhile, the only thing Orbitz claims they can do is negotiate a credit with Copa - even though Orbitz was allowing Copa to sell this ridiculous ticket on Orbitz. (Why I would ever want to fly on Copa again is a mystery to me).

This is a total ripoff. No one would have bought a ticket like this if they had known they had to get a visa to fly through Belo Horizonte. And Orbitz could care less that Copa is offering scam tickets that people buy and then can't use - and Orbtiz could certainly require a refund, but they don't, because they are part of the scam.

I am a frequent traveller using many different online service providers all the times. Orbitz is the most lousy online service company I have ever experienced and I would like to warn anyone who is considering to buy anything from them. Don't buy from Orbitz unless you are prepared to lose money and mess up your travel.



Through Orbitz, I booked a car with Avis at Alice Springs, Australia with UNLIMITED MILEAGES. Travel itinerary received and confirmed UNLIMITED MILEAGES. Upon check in on March 16, I found out that there was only 500km allowance. I showed Avis rep the confirmation which states clearly the UNLIMITED MILEAGES condition. Avis rep just ignored me and said that it was problem of ORBITZ and nothing to do with Avis. When I booked the car, my rate was higher than those with limited mileage. I was willing to pay more due to the UMLIMITED MILEAGES. For the last few days, I have sent a few emails to Orbitz who was just ignoring my question but kept referring me to the itinerary. I called the customer service (incurred substantial roaming mobile bill) and the rep (Myra) there was able to confirm the UNLIMITED MILEMAGES of my booking but saying that they are just promoting Avis deal and nothing they can help but refer me back to Avis.



So I am now stuck between Orbitz and Avis (in fact, both companies' names and logs appeared on the confirmation) and both said mothing they can do. I estimate that I will end up paying another $150-200 (additional 50-60% of the rental) more when I return the car on March 21.



I write this and hope someone can help me in the next 2 days before incurring adfitional charges.



To me, this is a total scam between Obritz and Avis which advertised on a feature that is totally non-existed and then pushed the liability to the buyer. This is not just a customer satisfactory issue but a crime.

Today I sent orbitz $2400.00 to pay for 6 tickets from Atl to Sea round trip. Orbitz said CONFIRMED. We will send email conformation soon. I still have NO PROOF that this happened. How can I get this proof?

lousy customer service was left on hold for over and hoour and when i did speak to someone they still didnt help. and they claim to have best price guarantee. ha that is a bold faced lie they do not even match prices from their own website. sending a complaint to BBB and going to contact the news as well they should not be able to do this to people

First, no confirmation of my purchased itinerary ever came, so after I went to looking for it (email & Orbitz account), and didn't find it, I contacted them.
The customer service representative said it didn't exist, and I politely explained how unlikely that should be, but I purchased a new itinerary at a higher cost (since rates had gone up) anyway, just to make sure I had a seat for my boss on those flights. Then she finally asked if I had given a method of payment, and I said yes (that's half the online purchase process), and she looked somewhere else on her computer, and there she found my original itinerary. So she sent it through and sent me a confirmation, ad cancelled my new itinerary, and all seemed good (I was relieved).

Until I saw that the wrong departure day was indicated, so I called back, but no note of my call was there for the next customer service representative to see, and I was only repeatedly told that the policy was that I was to pay $200 change fee plus increase in fare, which is NOT FAIR. A manager even said it is impossible for the system to make a mistake, and said it was my fault, and that the airline required the raised fees. I called the airline, and that customer service representative said that they collected no additional fees from Orbitz, just the increased fare, and (predictably) said my problem was with Orbitz.

So I paid the extra cost for the change (as a nonprofit we cannot afford that), and then didn't receive the updated confirmation, so I called Orbitz back, and when they sent me one it still said the wrong date. The customer service representative insisted I just ignore that, because the actual flight reservation was for the newly corrected date. This is all completely unacceptable on a few different levels, but all I want is my original fare.

worst customer service ever i have to incounter!!!!!!!! i have been contacting them for 3 days and nothen is being done!!!

Book a trip with Orbitz on the phone on 2/24. She said she would send me an email confirmation. I never got it. Three days before the flight I called to figure out how to get my boarding passes etc. The flights they read back to me were nothing that I had booked completely messed up. Mine reservation on 2/24 was round trip nonstop, Air Canada, SFO-Vancouver. When I called March 3, they had me on two different airlines (Air Canada and Delta), flying out of one SFO to LAX, then to Vancouver, returning to Oakland, also via LAX. On the phone with five different people at Orbitz, 2-1/2 hours total. Blamed me for not calling them back within ten days to get them to fix it. I did the math for them -- it's been eight days and I'm calling now. Then he changed it to 24 hours, saying ten days has nothing to do with it. He offered me a $100 travel certificate of some kind, and to "change my Delta flight" going to Vancouver to one lasting 13 hours, again thru LAX. I made clear to them they have my money, but did not give me "my flight," that I received no flights at all from Orbitz, and that they don't get to pick "Delta" as my flight for me, etc. Mindless, robotic. Next step is to demand my money back (all I have left to do -- have to buy my own VERY expensive tickets now) and dispute the credit card charge.

Horrible customer service. Had trouble understanding basic english~I was on the phone for more than an hour and accomplished nothing. My reservations were incorrect which was their fault and they were unable to do anything about it or change them!! Crazy & frustrating

I've been a longtime, happy Orbitz customer for years (currently a Platinum member). So when I went to book a hotel in Maui for my honeymoon and saw on the Orbitz website a lower price through hotels.com, I decided to give this Best Price Guarantee at Orbitz a try. We purchased the Orbitz hotel for $638.42 on CC AND $138.64 in Orbucks money so if you're keeping track the Orbitz hotel actually cost $777.06. The cost of the same hotel through hotels.com was $494.91... BIG difference. I submitted my claim and was given, in Orbucks, the price difference between what I paid on my CC and hotels.com plus the $50 Orbucks they give you for finding this lower price. So far so good! I then emailed CS to say I should also be refunded the $139 I spent in Orbucks money as that went against the Orbitz total. After WEEKS of no answer (even after a phone call), they finally wrote back and said they don't refund Orbucks money. So had I booked through hotels.com, I would have gotten the lowest price, kept my $139 in Orbucks money, saved time.... moral of the story, I'm booking a trip to Greece and Cairo but will NOT be using Orbitz EVER again. I'd be curious from other readers which competitor they've found to be best. Completely disappointed!!

I Was Very Happy With T He Service I Received From The Person Ha I Spoke With This Evening

T He Horthorn Suites Did Not Ha V E The Room Available That I Was Promised. And The Room They Gave Me Is

Unacceptable Ad They Would Not Promise I Would Have.the Other Room Tomorrow
Will Look Forward To Hearing From You Tomorrow

Thank You For Helping Me

Viola Krenzer

Orbitz is a useless company. I needed a flight to Philly and I booked by phone. They failed in every way except charging my card. They couldn't even send me a confirmation email. I spent so much time on the phone trying to find my flight number or even the airline from them that I could have driven to Philly. Literally, that is not a joke. Six hours.

I can't express how completely dissatisfied I am with Orbitz. They channel all customer service online by burying their phone numbers, making it difficult to communicate if your issue doesn't neatly fit into one of their categories. Then when you finally reach someone by phone, if your issue can't be resolved simply or to their advantage, you're put on the endless hold and they never return to speak to you again. They recently cancelled my flight reservations saying the airline had changed the flight schedule. A quick call to the airline revealed this to be false. However, Orbitz had already processed a charge to my account for tickets they did not issue and said it could take approximately 7 days to issue the credit - making a total of 12 days they had my money. I'm having to pay the airline for the same tickets in the meantime and am also out the trip insurance fee as Orbitz can only charge you, not credit you, for that.

This is the second, and last, time I'll use them. The first was for flights and hotel for Cancun. When an electrical outage left the hotel uninhabitable (backing up sewage, people taking dumps all over the grounds because their toilets didn't work, no electricity, no sanitation and therefore no foodservice), Orbitz simply placed us on eternal holds over and over again. We had to have a relative in the US call them because their Mexico phone number didn't work, and then our phone batteries dies and of course couldn't be charged as the power was out. We ended up taking care of everything ourselves with our own professional connections. Orbitz employees suggested we book another hotel (for which they'd be happy to charge us) and hope for a refund when we returned to the US.

A call to the main office upon our return was equally bad. This is NOT a company that demonstrates any concern for customer service or the customer experience. How could their parent company, with so many years in the travel industry, settle for this? I won't ever again.

I booked a round trip plane ticket for my wife to go a see her dying daughter. This flight was from New Orleans to Dallas. She could get no information on her trip back to New Orleans so she had to book a flight back to New Orleans. I called Orbitz several times and always got some foreiner that i could not understand. I wanted confromation that the ticket was round trip and got nothing. I wish they would call me back using someone i could understand to help me!! Fat chance they'll do it

My email is Now lets see if anyone can help me with this matter. No more Orbitz for me.

BAD, BAD, BAD...Honestly I cannot stress how BAD Orbitz is. Never again will I use Orbitz. I am kicking myself. They've screwed me over booking a hotel, a rental car and now by air. This last go-around, I had 5 confirmed tickets and seats on American. Oh, nobody told me Orbitz has a love/hate relationship with American Airlines and all the others. To quote Orbitz customer service agent, Darlene..."The best I can do is send an email to the airlines requesting they honor the seat assignments and hope for the best. American Airlines is not very responsive. My suggestion is to wait and arrive a little early and don't check in online. I know you will have a seat and everyone in your party of 5 will as well. Unless you are willing to pay, you most likely will not be sitting near each other." Ya go ahead and tell that to a 7-year old, his Mother and my niece who is terrified to travel she cannot sit next to her husband. Brilliant!
They did ask me if there is anything else they can help me with. My niece and nephew wanted to do was visit their 81-year-old grandma for a long weekend after the holidays, to be nice I bought them tickets. What a mess! Zero care or even a hint of support, not even a brief second of remorse. Other than they said they would be willing to send an email on my behalf to American!
If you use their service...Buyer Beware!

Unfair Practices-- possibly even Illegal
My mother had been admitted to the ICU at the Hospital and was deteriorating rapidly. The MD from the ICU ( Intensive Care Unit) had called to discuss end of life' decisions. I was scheduled to return home 4 days later from Croatia but instead made arrangements to return ASAP from Slovenia, the closest airport.

Because of the very high cost of a one-way ticket on such short notice ( even in the circumstances). I used frequent flyer miles and paid fees and charges to fly out the next day.
My round trip Orbitz ticket had cost $668.40 but Orbitz does NOT provide a break out of the the Fare, taxes and any extra charges

While at the Slovenia airport, I notified the Turkish Airline desk that I would not be using the return ticket.

I applied under my Travel Policy for a refund'” but encountered the problem that supposedly I was entitled to a refund of the governmental taxes with respect to the cancelled flight. The insurance team reached Turkish Airlines who supposed told them that I was entitled to a refund of such taxes- but supposedly told them that Turkish Airlines could not determine the amount, I had to get it from Orbitz. Without the amount, insurer would not process a claim for the airline amount'” even one net of the taxes that supposed should have been refunded to me but were not.

Calls to Orbitz were lessons in of frustration'” with long waits and disconnects, routes to wrong departments, etc. Orbitz uses Ficticious Agent names to Hide the fact that its Customer Service' is in the Philipines'” not optimal in itself but DISASTER because clearly poor training staff and inadequate staffing. Finally today after long hold and equally lengthy waits I reached an agent who told me that the ticket was Totally Nonrefundable but supposedly because of the information given me, she was going to file an appeal about the taxes. She could NOT tell me the amount of taxes involved. However, she promised to send me an email confirming the conversation. Instead I got an Email from Orbitz advising me that the SURCHARGES were totally unrefundable'” what are Surcharges!? The Conversation was about the governmental TAXES'” there was no mention of the ambiguous surcharges' .

Is the Orbitz is using a Switch in terminology to hide an improper and unfair practice and possibly FRAUD! Is retention of such taxes are allowed? Is there a legal or other requirement to refund such taxes? Why aren't the taxes separately stated in the fare-- other companies do so. Use the others and maybe you can avoid this problem

Have tried cust. Svc. No. For hours. Cannot get any assistance. I have tried to reach Shalon in cust Svc . Re. My incident and to no avail. How I wonder does this company manage CUSTOMER SERVICE??? Is ANYONE there?

Dear Orbitz: Why oh why, can I not rebook my cancelled reservation using the credit from the cancelled ticket online? I just wasted a full hour trying to get my credit and rebook. Seriously, it cannot be that hard. This needs to be fixed. Nightmare!

So I booked 3 tickets from Orbitz, the flight was cancelled due to a strike, the airlines said I would have to contact Orbitz since I booked through them for a full refund and since it wasn't anything on my part. It's been about 2 and half months and they still haven't given me my refund. That's not the worst part I've called so many times have spent hours on the phone with them with only empty promises and every time I call I get put hold for 30 mins to an hour and when someone answers they act like they don't know what it is I'm talking about.

So I booked 3 tickets from Orbitz from Joran Amman to JFK NY the flight was cancelled due to a strike, the airlines said I would have to contact Orbitz since I booked through them for a full refund and since it wasn't anything on my part. It's been about 2 and half months and they still haven't given me my refund. That's not the worst part I've called so many times have spent hours on the phone with them with only empty promises and every time I call I get put hold for 30 mins to an hour and when someone answers they act like they don't know what it is I'm talking about.