I bought a Virgin America flight on Orbitz from NYC to San Francisco that was advertised as non-stop. However, the night before the flight, I checked the status of the flight and found out that the flight stopped for an hour in Las Vegas. I called Orbitz and asked that they correct their website and help me get on a non-stop flight which was leaving 30 mins before the 1-stop flight. They claimed there was nothing they could do.
I then called Virgin Atlantic, who said that I needed to address my problems with Orbitz.
After an hour of back and forth, I got both Orbitz and Virgin America on the line at the same time. Like immature children, they argued with one another about whose fault this was. Neither would accept any responsibility and neither offered to make this right and get me on the non-stop flight for no additional fee.
I was on the phone for almost 2.5 hours, until finally Orbitz said they would pay the fee associated with me changing flights to the non-stop flight. This came to $117. They said that I needed to pay and they would refund me, so I agreed.
Orbitz said the refund would be processed in 3-5 business days. It has now been 4 weeks and I have received no refund.
I called tonight and spoke with the same supervisor who I spoke with 4 weeks ago, and she said the process had been processed and I should expect to see it in my account in 3-5 days. She was clearly lying and the refund had never been processed.
She refused to give me a confirmation number, and would not send me a confirmation email or anything that stated the refund had been processed.
After hanging up, they called me back and asked for my Credit Card number to "confirm" that they had the right number.
What a joke... They clearly had never processed the refund and had probably lost my CC number. Now I'm worried that they'll charge me again instead of issuing the refund.
Orbitz is a lying, dishonest company, and I do not plan to use their services ever again.
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