Orbitz
Poor customer service/Price assurance

Please beware when you are booking with Orbitz. The price assurance guarantee is ONLY if you book a flight OR hotel, but not for a package. I was led to believe that booking through Orbtiz, they have a price assurance for everything... not so.

We booked our package with Travelocity, a family member decided about a month later that they wanted to come with us. I couldn't find the package available with Travelocity (preferred), so I went to the Orbitz site to book.

Exactly one week later, I found out that the exact same package was over $400 less. Same hotel, same flight. I tried chatting with someone on their website but he was not a "destination expert", so I was advised to call. My husband called and spoke with an extremely rude customer service representative who showed no concerns for providing quality service to Orbtiz's clients. After their converstation, I got back on the chat and asked for the name of the CSR (who is with Travelport) and they said they couldn't give it to me, but only had her ID and I should just tell them my complaint. They wouldn't provide me with anyone's contact information to complain.

That's how I found this site here, I googled "Orbtiz Complaints" and am kicking myself for not doing this before I booked. Obviously there are very serious issues with this company and their failure to provide quality customer service.

I wrote a letter to the CEO, Barney Harford and Marsha Williams who is the CFO and Senior Vice President. I heard back from neither, but I did hear back from a lady named Lynn who was another CSR. Basically giving me lip service for my complaints but couldnt explain why there is a price assurance for flight only but not if you book a package or why, Orbtiz claims to have no surprises, yet when I printed the itinerary out, it says that there will be an additional $80 service charge for the hotel!!

I will never book with Orbitz again, will ensure that my family and friends are aware of the lack in credibility and integrity that this company has and book with another site, there are many more out there and I would rather stick with someone who cares about their customers and wants to keep them happy.

Company: Orbitz
Country: Canada
Province: Ontario

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