Complaint Review: Orbitz - Internet

ORBITZ NEVER again- UNDERHANDED and DISHONEST, Treating Customers with INEQUALITY

Orbitz is an unethical company.  Please do NOT EVER consider using them if you want a pleasant trip or experience.   I purchased airline tickets for the first time with Orbitz, for a trip to Patagonia and Antarctica in Nov/Dec of 2014, and it will the very LAST time I will ever use them.

While in Patagonia, I got word that our Antarctica trip was cancelled due to boat engine malfunction.  Not our free choice.  Not under our control.  We had no need to go to Ushuaia, the port city from which we would have departed for Antarctica.  The problem was that we needed to cancel the first leg of the return flight from Ushuaia to Buenos Aires, and keep the Buenos Aires to the USA return leg home.  Due to travel security reasons, if we did not show up to take the first leg of the itinerary, then the entire itinerary would be cancelled, thus stranding us in South America.

My travel friend’s father helped her call from the US while we were in Patagonia. He raised a ruckus and he was quoted $181 for the cancellation and rebooking/keeping the last leg back home to the US, from both Orbitz and Delta airlines.  My husband called for me from the US.  He did not argue as much with Orbitz and they charged him $520 for the exact same changes.

My friend and I bought the Exact same airline tickets from Orbitz, the exact same fare prices, the exact same itinerary leg back home, with the same non-refundable status (hence the cancellation charges, which would have been OK except they charge hugely differing rates for the same type of customers and the exact same changes!).  Unequal, deceitful treatment! When I got back to the US, I confirmed this discrepancy.  I spent over 6 hours over several days trying to talk to their (non) customer service. 

I had to ask numerous times to speak with managers, including Clark (employee ID#68326) and Anne (employee ID#031353).  Some of the “explanations” given were:

1. At first they said, sorry, your husband said yes to the charges, nothing can be done, even though he was overcharged compared to your travel friend, for the same service.
2. Then they said, maybe it was because my friend’s dad changed it with Delta airlines. I asked why would anyone use Orbitz if it is cheaper and easier to go directly to the airlines?  Plus, Orbitz quoted them the SAME price of $181 as Delta, not the $520 charged to my husband.  Then they said, oh, no no, it should not be any different between Orbitz and the airline.
3. Then they said perhaps my husband made the changes on one day, with the airline ticket prices fluctuating higher on that day, and then my friend’s dad changed it on another day, when the ticket prices were lower.  I asked my friend. 
4. What do you know?!  Both tickets were changed on November 27^th!!  I have the written proof.
5. ORBITZ DOESN’T CARE.

Orbitz lies right to your face, with no scruples whatsoever.

Orbitz will charge higher prices to one customer for the exact same service as long as they feel they can get away with this underhanded practice.

Orbitz obviously is a dishonest company with no regard for integrity or customer service.

I have been advising friends, family, and everyone with whom I contact at work to Never use Orbitz.  I tell them this story of Orbitz’s dishonest company policies and practices.

http://www.airtreks.com/ is a much better company who will take care of their customers throughout their trip.  I used them when traveling to southern Africa. I should have used them for this past trip. Never again will I use Orbitz.