Orbitz changed the rebooking deadline last minute

March 22, 2010 by tickedoff.

About a year ago, I purchased two tickets from Newark to Miami.  I fell ill a couple of days prior to the flight, and had to cancel.  I was told I could not get my money back, but that a credit would be held for the two passengers until April 4, 2010.  I was informed that both passengers must end travel by April 4, 2010, and that we would be subject to a change fee.I called 2 weeks ago and spoke with an Orbitz rep who told me I had $638.20 credit per person, until April 2010, on any airline so long as it was booked through Orbitz. Same thing in April 2009.  I told him I would work my schedule to book the flights by those dates.When I called to book the flight in Jan 2010, with return date ending prior to April 4, 2010, I was now informed that I had to depart by Feb 1, 2010 because that was the one year anniversary of the booking.  I was also told that the credit was actually only $319 per person, and that I had to fly only on American Airlines. The rep who informed me of this spoken in almost incomprehensible English, and then transferred me to a supervisor.  The supervisor restated this condition, and said it was no longer their responsibility, that I needed to speak to American Airlines - who then proceeded to tell me the same thing, not before adding that I would have to pay a $150 change fee per ticket.  This would leave me with about $170 in credit per passenger after all.  I asked if  I could combine that amount into one ticket for one of the two passengers, and the representative told me “I’m afraid that can’t be done”My fault in this classic customer service nightmare is that I did not get a written notice of the terms, even though I asked for them both times I spoke earlier, when things were fresh.  I was assured that I would just have to call back to claim my credit.  Easy for them to say… they won’t be around for the shaft later on.To conclude:I am told April 2009: $638 credit per person, travel on any airline, return by April 4, 2010, change fee possible.Jan 2010: $319 per person, travel only on American Airlines, fly by Feb 1, 2010 and return by April 4, 2010, $150 change fee.Orbitz - shame on you.

Posted in Uncategorized | 4 Comments »