Complaint Review: Orbitz

I've used Orbitz twice before and never had any problems, this time its a different story. I had made reservations for my kids to fly to another island. The day of their return I get a call from my kids stating they missed their flight. The ticket agent on the other island says that the flight information had changed. Super pissed I call Orbitz. After waiting on the line for over 15 minutes they tell me that new flight info had been sent to my email and that a phone call was made on May 29th, 5 days before their departure. Mind you, they claim they spoke to my daughter about the changes and also claimed my daughter agreed to such changes. Mind you, my daughter is 15, she had no idea of any flight information beside when they are going and when they're coming back.

Scurrying around trying to get answers, I request to speak to a supervisor for Orbitz. After waiting once again, he says that because they missed the flight I am no longer able to receive a refund. I did not receive an email, and my daughter did not receive a phone call from a representative from Orbitz. I've contacted orbitz again, I wanted them to re-send the email they claim to have sent. They bluntly refused and asked me "why do you need it". First of all, if there was an email that was sent on that day as they claim, there should be no problem in them re-sending it again, second of all, if I choose to request any information regarding my account, I am pretty sure I am entitled to it without questions asked!

Orbitz instructed me after I requested a refund that I would need to purchase new tickets. So when I said, "so that means I have to purchase new tickets and lose out on the money I already spent" the agent says yes.

I am so upset at the whole fact that they claim they sent an email, (I have every single piece of mail from these people) and they send one every single day, they spoke to my daughter which when I back tracked my daughters phone bill there was no call received on that day, the way customer service handles their calls, the waiting time and the simple fact that none of the telephone operators could not give me a single straight answer!! 

I will never use Orbitz again, they are a rip off, they lie, their practices aren't up to standard and I believe the whole company is in cahoots! No wonder they have so many complaints!!