Orbitz.com
Customer service agent

In my job I travel a lot between Asia, Europe and North America, I've probably crossed the Atlantic about 20 times the last 12 months, so I get a good chance to try out Orbitz, Expedia, Kayak, Vayama, etc. Recently I was supposed to fly from San Francisco to Copenhagen and bought the tickets via Orbitz.com.

However, later on I had to reschedule and fly to Beijing instead. I talked to Orbitz customer service and they recommended me to cancel the Copenhagen flights and make a completely new reservation for Beijing. I was told this was the best way to do it and the customer service representatives argument was that I could later on, within 12 months, use the money for the Copenhagen flight to make a new reservation. All good, I thought, since I for sure would have to make another reservation at a later stage.

Now I'm at the point where I'm back from Beijing and need to make another reservation. However, now when I talk to Orbitz customer service I can't use the money from the old reservation to make a new reservation, as I was promised earlier.instead they claim this money is forfeited and can no longer be used. The person I talked to at Orbitz customer service was either incredibly incompetent, or flat out lied to me. Either way she ended up costing me $1200! Shame.

Company: Orbitz.com
Country: USA

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