I ihave been a customer with Orbitz from past many years. I am not sure if you are the correct person to report the abuse I faced today from Orbitz customer service but felt really disappointed and writing this to you with very heavy heart.
We are expecting a new member in our family soon and we had booked tickets for our parents travel from Singapore to Jacksonville, Fl on 26th of June to join us prior to the the baby's delivery.
We got an email from Orbitz team 21st June afternoon that our travel itinerary has a major change and we need to contact Orbitz for the details. (Orbitz record locator PBORB3261031204)
We called customer service 9.00 pm eastern standard time on 21st June. We were told by the customer service department that the intial flight from Singapore to London in our travel has been cancelled so we asked them whats are our options. They put us on hold for about 1 hour and then replied that they tried to contact airlines and would let us know. Later after the entire call lasting for about 2.5 hours we got the last reply saying the airlines department which deals with this is closed so we need to call Orbitz back after 7-10 hours later.
Ordeal started again on 22nd June morning 9.30 am, called up customer service again the domestic department put us hold and then transferred it to the international travel department and we were on hold until 12.10 pm without any acknowledgement of what is happening at the other end what exactly is the issue.
I called up customer service from another number customer service while still on hold and asked to talk to the supervisor for the resolution on my issue. I spoke with lady named Maureen who was the supervisor for the customer service rep.
I explained issue with my itinerary and she assured me that she would get back to me within the day with some solution.
We tried contacting the Singapore airlines from our end to know what was the exact problem. The airlines informed us the flight is still operating and was bnever cancelled but the ticket booking cancellation time was not deleted so it got cancelled automatically and that we have contact Orbitz for resolution.
Maureen supervisor in Orbitz called us back and told they cannot do anything as the flight was cancelled, and we told her why was she giving us false information. The flight is still operating on the same day and had never been cancelled.
She offered us to book in Delta on the same day and that Orbitz would bear the extra cost. We told her when we booked two months prior Delta flights were cheaper than Virgin Atlantic and we choose Virgin Atlantic paying a higher price because and if there has been any mistake from Orbitz end can they accommodate us on Qatar airways on the same day.
She told delta is the only option they can offer or they refund the entire amount.
I want to make a point here which is valid I think. People book their travel tickets earlier for many reasons few of them being that they want airlines of their choice at a cheaper rate.
I told her if is not something you can decide please put us to your supervisor who can help us.
Brian was the next person who spoke to us and offered us the same as like Maureen.
I want to highlight a point here. I paid around 1300 per ticket back in March to book my ticket on Virgin Atlantic. The price of delta flights at that time were around 1050 per ticket.
Only because there was a mistake from Orbitz and the price of the same Delta flight is more now because the booking date is nearer to the date of travel, should I suffer for it. Was I being so unreasonable to ask for a flight of my preference at the least. I was forced to pay literally more for the airlines which was not of my choice. If i would have booked delta back in march i would have paid less which is what orbitz covered for me they did pay anything extra at their end if look in to the calculation.
Need to travel paying more for a airlines not of my choice that is delta and my parents don't have good food options and consecutive seats as the booking was last minute.
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