Re: Orbitz

This is Amit Datta. I am very upset and very dis-satisfied/unhappy with your service. As you may see the confirmation number "ATGYW5" so like every one else I assumed that all must be confirmed. When I tried to check in at the hotel there was nothing confirmed for me under my name. To my surprise when I asked the Hotel The Santa Cruz Beach Inn manager (NICK) he confirmed that You guys (ORBITZ) failed to send in the confirmation and on top of that the HOTEL The Santa Cruz Beach Inn was sold out.

Here I am standing in the Lobby with my whole family my wife and 3 yr old and 4 months old KID. What I was supposed to do at that time. But still thinking positive I called orbitz on the toll free number. But the customer Rep that I got never spoke good english and I think he very well had hard time understanding it too, I was trying to explain him what happened but this Person told me that he has refunded my money and he can not do noting more in this and transfered me to sales who told me that they rare not able to help me and transfered me to customer service it actually happened for 5-6 time when both kept me transferring me to one another. St thst time i was completely frustrated as I was in the town do not know any one and no place to stay as the majority of the hotels were sold out, no vacancy what so ever anf my children were crying, but despite of my explaining this problem to the ORBITZ staff no one care less about it, no one seemed to know what to do. This whole scene went for more that 3 hrs when after I got hold of 16 or 17 different operator "Autin" #67535 who tried to find me a hotel but could not find.

So orbitz could not help me at all so out of my frustration I myself picked up the yellow book that I had to borrow from the Local Resident and started making calls and had to find a room by my self.

As there was no hotel room present the one I got was way out of my BUDGET, I got room In BEST WESTERN-ALL SUITES INN on OCEAN St., Santa Cruz. It cost me $200. As I was not in position to return and family was tired and no help from ORBITZ did not want to stand by me I was forced to Book that room out of desperation and left with no choice.

If this is what I had to do why did I booked with you guys initially. You people need to be a tool not a problem but a solution but you guys did prove yourself wrong very wrong.

Because of the frustration and harassment I went through I deserve a fair compensation. I recommend that you guys [orbitz] must take over the expenses that I paid ($200, I have the receipt) to stay over night as Orbitz failed to reserve the PROMISED room/reservation for that night. Orbitz must also offer me a free week-end getaway to some place Like Las-Vegas etc to make up for the discomfort and harassment that me & my family went through because of Orbitz poor performance.

AMIT DATTA

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Date: Fri, 18 May 2007 03:45:04 -0500
From: [email protected]
To: [email protected]
Subject: Hotel Reservation Confirmation

Your Hotel Confirmation

Hello Amit,

Thanks for booking on Orbitz. This e-mail confirms your hotel reservation .

Please review the cancellation policy and other details of this reservation in the "My Trips" section on the Orbitz site. If you have any questions, you can e-mail us.

Access your account and trip details online with this temporary password: QaqmVXgp5nVg

See sign-in instructions below.

Hotel Information

Trip name: Santa Cruz 5/19/07
Orbitz record locator: ATGYW5
Guest name: Amit Datta
Hotel name: The Santa Cruz Beach Inn
Address:
600 Riverside Ave.
Santa Cruz, CA 95060
Phone number: 1-831-458-9660
Check-in date: Sat, May 19, 2007
Check-out date: Sun, May 20, 2007
Total number of guests: 1
Total number of rooms: 1 room
Standard room - 2 queen bed
Rate description: Low Price Guarantee room/rate
Average rate per night: $119.04
Amount charged to your credit card: $134.99
Unless otherwise specified, all costs are provided in US dollars.
Cancellation:
Cancellations or changes more than 2 days prior to 12:01 am local hotel time on the day of arrival are subject to a $25 charge. Cancellations or changes within 2 days prior to 12:01 am local hotel time on the day of arrival are subject to a charge equal to room and tax for the first night. Cancellations or changes after 12:01 am local hotel time on the day of arrival are subject to a 100% charge. We are sorry but refunds are not available for early check-out. The hotel is not authorized to make an exception to this policy.


Sign-in instructions

We have created a temporary password that will allow you to access your account and trip information.

There are two ways to access your account with that password:

Click on the following link, and you will be automatically logged in with the temporary password:
&oe_id=HTLRESPURC&WT.dcsvid=41515823&WT.mc_ev=emailclick">https://www.orbitz.com/Secure/...
Go to the sign-in page: https://www.orbitz.com/App/RequiredLogin Enter your member ID (e-mail address), and cut and paste the following temporary password into the password field: QaqmVXgp5nVg

After logging in, you will be prompted to create a new password. Once you've changed your password you can:

access your booked trips
print and e-mail your itineraries
view and change your seats (if available)
change or cancel your reservations
set up OrbitzTLCSM Alerts to receive updates on flight delays and cancellations by mobile phone.
Thank you for choosing Orbitz.

Enjoy your trip!

OrbitzTLC Team

P.S. Need an answer? Check out our Customer Service section.


May 18, 2007

This purchase is subject to our Privacy Policy and our Terms and Conditions.

Billing Information
Please note: you will see separate charges for this purchase totaling the purchase amount.
Credit card holder's name: Amit Datta
Credit card type: American Express
Credit card number: xxxxxxxxxxx1008

Address:
5718 Tevlin Ln

Stockton, CA 95210
United States

E-Mail:
[email protected]

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I have been using Oribtz for many years and I used to love their service even when I ran into problem. But for the past 6 months, My husband and I have had numerous problems with them although we have separate accounts and have never dealt with them together on 1 particular case. Their India Call Center is horrible and I was hung up on multiple times by that call center in India (by Joseph and another lady) and by a supervisor named Brandon in the U.S. Call center. The funniest call was the one that I just had 10 minutes ago where I was being conferenced to Alitalia, but instead, Orbitz hung up and I ended up with Alitalia alone, then I was on another hour hold with all kinds of strange noises and finally they hung up. I have spent at least 8 hours in the past 3 days trying to straighten out my credit with them and use it to purchase another ticket.

My experience tells me that whenever you cancel something with Oribtz, they do their best to annoy you and put up road blocks so they can steal your money. I was told clearly by their rep when i cancelled a trip that I can book the flight within 1 year of that day for any travel date. I stressed with them: "are you sure I will be able to book it for a later flight as long as I book by Jan xx, 2007, they assured me :"yes mam etc.." Now I call back, on top of everything else, they suddenly tell me i have to travel by the 10th, and I told them that some screwed up, and their supervisor's response was that even if their reps told me otherwise, there were policies stated online" I told him:" I tried to look for that, and it says it's not available". He said: "well, it should have been there when you booked". Well, I talked to them after I booked and cancelled, their words mean nothing obviously and has no credibility.

My husband was going to use them as a corporate travel agent since his company is always sending people all over the place for consulting work, but after this, we are going with expedia. I haven't had the energy to call back since the last time I was hung up (15 minutes ago) because it's just not worth it and that's probably how they make their money. I'd rather lose 1400 dollars than have to go through that kind of torture again, first with people who didn't speak English or could even comprehend me, then with people who claim not to know how to use their phone and hang up on me, then to supervisor that put me on "hour long" hold, and then finally hanging up on me again. I am sad that my favorite travel site has come to this.

In July, I ordered airfare tickets for Guangzhou, China via LA from Orbitz.com. The departure date was Sept 21. On Sept, 19th I received an email from Orbitz talking about my upcoming trip. When I noticed that the exact times for the first leg of my flight had changed, I checked and verified that the times for the overseas leg had not changed. However, I did not notice that the DATE had changed and I did not find this out until I got to the airport to check in for the first leg of my flight. In a 3 way conversation between Orbitz and the airline that had made the change, China Southern, I found out that China Southern had canceled their flights on the day for which my orignal reservation had been made and had pushed back my departure date by an entire day. However, since they did not have my contact information, all they could do was notify Orbitz.

My complaint is that nowhere in the email that Orbitz had sent me did they specifically advise me that the date had changed. The email offered all sorts of useless tips in large fonts, but my actual flight info was buried in the email in a small font and like I said, there was no indication in any way that anything had been changed. I needed to arrive on the original date, but Orbitz refused to to re-book me on another airline at their expense. Fortunately, China Southern eventually offered to re-book me. All I can say about Orbitz is BUYER BEWARE!!!