I booked a car on Orbitz after searching several travel websites. The day before I left, Priceline sent me a 'last chance' offer listing the same car rental firm at a lower price. I checked the Orbitz Price Guarantee and left the reservation with Orbitz (MISTAKE!). I sent them the required details and left on my trip. When I got back I had an e-mail that my claim was denied because 1) I had not made the claim within 24 hours of making my booking at Orbitz, and 2) They do not accept claims for sites like Priceline that do not show the rental firm.
I responded that 1) The posted Price Guarantee does not list a 24 requirement, only that Orbitz be notified before I picked up the car (which I did); and 2) I knew exactly which company was supplying the car (actually the same company Orbitz was using) and sent them a screenshot of the offer.
This got me a second 'claim denied' e-mail (no explanation this time) and it said I should call customer service if I wasn't satisfied. I called customer service and while the first agent couldn't see anything in the posted guarantee about a 24 requirement, she had no authorization to over-ride the previous determination. I asked for a supervisor who had to go contact someone else and finally offered me the $30 difference as a voucher against future travel (instead of a refund as stated in their guarantee).
WOW! Denied based on terms not in the posted agreement, multiple e-mails and over an hour on the phone over a $30 price guarantee. Orbitz went far out of their way and really provided bad service on this one.
My confirmation number is PBORB9558536084 if someone from Orbitz wants to follow-up (unlikely).
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