Orbitz
They have guaranteed for full-refund but after 60 days they changed their mind

Hi Everyone,

This is Berkan from San Diego. I had bought ticket from Orbitz from Lon Angeles to Istanbul-Turkey. My flight was through Canada. I had a transit-pass at Canada but I wouldn't able to get in the craft. They asked me my transit visa. They told me that Canada Government asks for transit visa from the transit passangers who are from Turkey and from couple other countries. They didn't let me get in the craft. They just suggest me to call Orbitz to help me. They also told me that Orbitz had to warn me before about this issue. If I would bought my ticket from small travel agency, they would definitely warned me about this issue. Because I know one of my friend had same issue but her travel agency warned her before she got that ticket.

Anyways, the problem is, when I call Orbitz, they just told me that my tickets value is 0$. They told me that they wouldn't refund me anything. I talked on the phone almost 6 hours. Yes, I'm serious almost 6 hours. My phone had died and I had
charged it again and again to talk with them. Finally they said that " we are not able to get a ticket for today after this time, but you can buy your own ticket, then just send us your ticket receipt to us. If your airlines will not refund your ticket, we are guaranteeing that we are going to full refund of your second ticket that you are just going to buy it. You just need to let us know the cost of the ticket before you booked it up." I said "Okay" then I found a ticket which costs was 1597$, then I called them and let them know about the cost of the ticket. They said " this amount is okay for us. You are going to get
full refund if your previous ticket will not be refunded." I asked them 3 times to make sure and avoid misunderstanding.
"I'm going to buy my ticket now, if my previous airlines will not refund me, you are going to give me full refund, right?", then they just said "CORRECT". I only said "Thank you" then I bought my ticket, sent them my receipt.

Then after 15 days I asked for my refund. They replied me that I need to wait 45 days to get my refund. "This is our company policy" they said. I have respected their company policy and waited for 45 days. I have borrowed money from my friend to pay my credit card bill. Because I had bought 2 plane ticket in same month from my credit card which is almost totally $3000. After 45 days, when I asked for my refund, they told me that they are not going to refund me because my previous airlines going to give me another ticket which is through to Canada again. I told them that we didn't talked like this. If they will not refund me, you guys guaranteed on the phone that I'm going to get full refund. But they said "No, the most thing that we can do we can
refund half of the ticket purchase. Because visa is your responsibility. We have to meet on halfway."

I'm still emailing with them, I told them so many times that "since it was not your fault, if it was my fault, Whydid you guarantee it before, why didn't you told me that you are not going to refund it?" Now I'm looking for a lawyer. I'm definitely sue the Orbitz. I asked for my voice records to sue the company, but they told me that they are not sharing voice records, those are only for them." I have already all emails that I have emailed with them. I can't believe how come such a "big" company is breaking its own word. I'm asking that What does "GUARANTEE" mean? I'm going to use my all legal
rights. I'm just looking for a lawyer to help me about this subject. If someone knows what I need to do, please email me. It would be appreciated. Thanks a lot and BEWARE of ORBITZ.

Sincerely

Company: Orbitz
Country: USA
State: Illinois
City: Chicago
Address: Orbitz Worldwide, Inc. 500 W. Madison, Suite 1000
Site: orbitz.com

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