I used Orbitz service to reserve hotel and flight. I requested a cancellation of my hotel and flight reservation by speaking to an Orbitz customer associate on the phone.
I was informed that my flight ticket was nonrefundable and would receive American Airlines credit for a future reservation. My hotel reservation would receive a full refund. I accepted this condition and continued with cancellation.
To my surprise, during flight rebooking, I was informed of a $30/person Orbitz fee in addition to a $150/person airline fee, a total of $360. I was not informed of these fees during cancellation and as a result became a very unhappy customer and lowered my image of Orbitz customer service quality. Upon internet search, I found a high number of very dissatisfied customers experiencing my situation; hidden rebooking fees and poor customer service.
I have had a extremely poor and unacceptable customer experience with Orbitz.
When I first cancelled my trip, I requested two things from the Orbitz representative.
(1) To inform me of his full name, but he refused to.
(2) Email me EXACTLY WHAT HE TOLD ME on the phone regarding any cancellation fees. In his email, I did not receive any information regarding rebooking fees.
When talking to Orbitz supervisors, an investigation began to determine if Orbitz had actually informed us of the rebooking fees.
Upon talking to a supervisor, Lola, to investigate our case, she asked for our phone number to contact us under any issue. The phone was cut off and she never attempted to call us back.
Another supervisor, Dianne, told us she would email me the results of the investigation, however another random agent left us a voicemail.
And their answer was NO REFUND.
I feel I was mislead about the cancellation without being informed of the rebooking fees. I feel investigation was poorly handled and have no confidence the results reflected the truth that we were not informed of rebooking fees.
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