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Orbitz (Is that Philippino for bad customer service?)
July 14th-15th 2010:While traveling on a multi destination itinerary I called orbitz to extend the last segment of my flight with carrier United. I was told that there was an airline fee of $150 to rebook and a $30 orbitz fee. In addition to the $180 in fees and that there might be a fare increase.I checked orbitz website and found a united fare to and from the same destinations for $306 but when the agent checked the fare increase he informed me that it was over $1000 dollars. I asked the agent why this was and he had a very hard time explaining this to me. He either didn’t seem like he really understood it himself or being that Orbitz outsources our jobs to the Philippines it was lost in translation.Regardless i told the agent that this was too much and inquired about details of cancelling and rebooking my flight with the credit. That way I could just book the flight I found on the orbitz website. The agent told me that this would be the best way. So we went ahead to cancel my flight and we got disconnected before i was given my credit ID number.I called back to find that the cancelation was completed but then when i went to try and rebook with the credit i was informed of issues that had not be explained by the first agent. Somehow my United Airlines ticket was owned by US Airways therefor orbitz would have to get US airways to book my new united ticket??? Does this make any sense??? The united ticket on Orbitz.com was 300 bucks and US airways was gonna charge me over $1000. Why was i mislead to believe that i could use my credit to book the united flight on the website and then after i was told i couldn’t. I have never had this issue before with expedia or any other travel agent. Credit??? why not just call it a rain check with massive restrictions and fees that we don’t inform you of until after you cancel.Throughout the entire process i had informed the philipine agents that i was having difficulty understanding them. I asked to be transfered to an american agent and was told that it was not possible. Not possible? 2 days before my departure and someone in the philippines canceled my ticket based on miss information and has no authority to fix the issue nor can transfer me to someone that can??Their only remedy. Email customersupport@orbitz.com. Are you serious? I am in Hawaii on vacation and they want me to correspond with Orbitz Customer service by email when i leave in 2 days and have no flight due to there lack of customer support? WOW!! I have now spent a whole day of my vacation talking to the philippines and spending money on airtime. What kind of show are they running here?Furthermore, I emailed july 14th and on july 15th received a response from Peter Emanuel, Orbitz Email Service Team, that the issue was being investigated. Due to the time sensitivity of my issue i called orbitz again and spoke with James (managerID 108077) and after jumping through the same hoops he told me that he could not do anything for me and directed me back to customersupport@orbitz.com. At that point I retuned an email to Peter Emanuel explaining that due to the urgency of the situation and to protect my self from further costs it is necessary that i rebook myself a flight home.Needless to say I will be filing a small claim against Orbitz.The agents i spoke with are: Unidentified, Coleen (empID MHI) and Harold (037648), James (managerID 108077)
9 Responses to “Orbitz (Is that Philippino for bad customer service?)”
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July 16, 2010 at 11:34 am
Hello idan, I am contacting you from Orbitz Customer Relations. If you could e-mail me your Orbitz record locator to customerrelations@Orbitz.com, I will be glad to review your reservation. Please place the e-mail to my attention, and please include your blog and screen name.
Thanks,
Lynn
Orbitz Customer Relations
Chicago, IL
July 17, 2010 at 6:09 pm
It is always best to read everything before using services online. I don’t wanto to ask so many questions to the agents.
July 17, 2010 at 7:24 pm
No where online does it state that my itinerary is owned by US Airways when the flight it on United.
July 17, 2010 at 7:31 pm
Orbitz has zero customer service. The do make it seem like they care by having foreign workers post comments on negative press by stating to email customerrelations@Orbitz.com. This is easy to see through since they do never post a contact number.
Hey Orbitz, if your going to make comments on these posts then leave your name and direct phone number so that people can get a hold of you.
July 21, 2010 at 1:53 pm
I spoke with Orbitz Supervisor before and learned that for domestic travel, the owner of the ticket is the first carrier, even if it says operating by UA but the flight number is US. For international flight, the owner of the ticket is the first over the water carrier. But you can always verify the owner of the ticket on your billing statement. It will show who charged your credit card.
I recommend you to rebook directly with US airways because they can rebook you also with US flight number but operating by UA. You can also visit their website to compare prices. The believe for US chg fee is $150. Yiu can check travel agency website to compare prices of all airlines, From there you can decide the best options or to save mopney. Becuase sometimes fares of other airline is lower or you, can save money instead of using the value of your US tickets.
July 31, 2010 at 4:43 pm
Hey Guys, I have recently been contacted by Lynn from customer relations. She was able to get me a true credit and resolve my issues. I can not say that changes my view on the company, but it definitely does show that there are some good people there.
August 15, 2010 at 10:04 am
I had the same experience as the original poster. I have credits I want to apply toward a reservation but Orbitz does not allow me to do that online (I found this out the hard way, after booking another flight). So in order to book a reservation I have to call Orbitz directly, which I did. I spent hours on the phone on hold because they kept transferring me to customer service (which ironically, was the number I had called) and no one ever came on the line. Meanwhile an automated message kept coming up saying I could save time by booking my flight online!
Eventually I got transferred to US Airways, who now wants to make a $300 profit from me. That is, they will only issue a ticket for the price of my original credit, which is quite high. Yet I see online I can get a ticket much cheaper. They will not give me any refund whatsoever either.
Now, after all this frustration, why would I want to use US Airways or Orbitz again?
December 5, 2010 at 10:14 pm
For all those who criticize ORBITZ, DON’T YOU DARE. You dont know what your saying. You don’t know what kind of processes the agents we’re doing just to change you fucking reservation! In the first place, you’re the one who booked it online. Then you should know what fess apply upon changing. BECAUSE ITS THERE! Anyhow, you’re not forced you to book with ORBITZ, right? Go ahead and book directly with the airlines! This is a non-sense website! Total CRAAAPPP! Get a life people!