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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