My review is below, but I will never use Orbitz again. You just caused me unnecessary stress, an hour of my time, and you could possibly have cost me $900 if I hadn't started to demand a manager. That is horrendous customer service and there was no offer of compensation for it. I called once and had someone tell me something I was fine with and then I called back well within my timeframe to do so and had someone tell me something completely different and basically call me a liar. I am so furious. I'll be writing letters to upper management about this. I am in disbelief at the lack of training, lack of consistency and lack of customer service that your company provides and whether you respond to me or not someone needs to address it internally.
Review:
First of all, I'd like to start this complaint by saying that I'm not one of those people that only says something when I get bad service. I am a Director of Stores for a large company and if I get amazing service somewhere, I have and will take the time to write a letter and mention who helped me.
This is not one of those times. I booked a flight through Orbitz to go to Europe and decided it wasn't the right choice for me. I called Orbitz back in February and asked if I could cancel my flight and if there would be a penalty and she said that it wouldn't be a problem but that it would cost me $200 and that I needed to call back by September (ticket is for late October) to be sure. That wasn't an issue for me at all. I just made sure that I could cancel my Europe reservations (some also at a penalty) before I canceled my flight. Price of my bad decision. Not a problem. I called back tonight and get somebody singing a completely different tune. "Oh, this ticket is non-refundable and non-transferable." Excuse me? Did you log the last call that I made?"Why, yes, ma'am, but I have no documentation about what was talked about." How convenient. And then in a desperate attempt to get me off the phone, Jill asks me to call back later. Why would I do that? Solve my problem! And I have been holding for a manager now for... 30 minutes. Charming.
WOW. AS I TYPE THIS, Jill, the rep that helped me, has decided that since I asked for a manager that she will now honor my original request citing that she "READ THE RULES INCORRECTLY." Excuse me? I am furious! This is no small amount of money we are talking about. And what if I hadn't demanded to speak to her boss? She wouldn't have decided to read correctly?
I will never use Orbitz again. There is obviously a training problem, a customer service problem, and a dishonesty problem.integrity is one of the things that my company prides themselves on, and this company obviously has none. I am disgusted. There are so many other sites to choose from. I highly recommend AVOIDING this one. I will gladly pay a higher price and use a more reputable and reliable company than ever deal with Orbitz again.
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