In april I contracted via internet for a trip to flordia in june... Specifically air, hotel and auto... I paid via credit card... And then. My husband's mother whom we were going to see had a heart attack on the Friday before we were scheduled to leave... I contacted orbits via email and telephone and was told by their customer service that any changes to air, hotel or auto had to be done by me and would result in additional charges by Orbitz. Luckily, I was able to change flight with a telephone call to the airline, hotel with a telephone call to the hotel and auto rental with a call to them. However, the auto rental never processed thru to Orbitz and upon arrival in Florida we were told that no changes could be made. I tired unsuccessfully to contact Orbitz while at the rental agency after several disconnected calls and one very irate spouse we paid out of pocket for a new rental... Upon return home i contacted orbitz again asking them to refund the auto rental that we were unable to change or use... Orbitz auto rental policy is NOT to refund this policy is buried in tiny tiny print deep in their rules and regulations... It took me 45 minutes to locate it... Their customer service people have no authority to do anything for customers other than quote verbatim from manuals in front of them... I will NEVER use Orbitz again I find them totally useless in a crises and totally NOT customer satisfaction...
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