Orbitz.com
Never use Orbitz - they lie and change your seats!

Two months ago I booked some international travel over Xmas with Orbitz. On the return flight, they oddly didn't issue seats together for my girlfriend and myself on the return flight. I called and they said they didn't have much they could do with Lufthansa's system at the time (early Oct) and to call back or check online closer to the flight. After checking online periodically, I called on the 15th (3 days before the flight) to see if Orbitz can help. Long story short, the CSR offered seats that were in the middle of the middle row of four (yuck). I told him I didn't want to give up my window, and said no. I verified with him that I did not want the new seat and he understood and verified I retained my old seats (I was pretty sure we could talk the isle seat next to me into switching, or at least the window next to my GF to switch with mine). He said he'd note it in the files, as well.

Low and behold, I get an email saying to prepare for my trip, and confirming the seats I did not want. I called and wasted another 45 minutes and the new CSR said they had no record of what happened yesterday, and said there was nothing she could do after she called the airline. I asked to speak to a supervisor, and the supervisor ran through some script, and basically accused me of lying. She said they never issue new seats unless the customer agrees (after I told her my experience, how insulting). I asked her how she knew that happened, and she said that is policy. I asked her to explain my seats and she said she didn't know.

So basically I called for some help, got much worse seats, got told there is nothing I can do but ask at the airport for better seats, and had a supervisor call me a liar and offer me a $75 voucher (as if I'd use them again).

Company: Orbitz.com
Country: USA

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