Had purchased airline tickets but canceled because could not travel on the scheduled day. Did have a credit but when try to rebook the airfairs. I had a hard time booking with lots of extra extra changing fees apply; and end up have not much left on credit $. Also can not change to different airlines that fittable to own schedule. Have to choose the same airline and the refund can not apply to any other products. I do not know a way of retriving my credit again from the orbitz. My suggestion to all the folks out there should be be careful reading all their rule before purchasing this organization products especially air tickets from them.

This was my last email contact with Orbitz, to which, I've had no reply. This company grossly misrepresented its so-called company practices and I cannot believe they are allowed to conduct business in this manner.
They got me when customer service said in order to change my arrival date, I would have to cancel the first reservation and make a new one. The hotel has not received a dime from these theives nor have I received the promised refund of over $400.00 dollars.
Never, NEVER use Orbitz, unless you can afford to be ripped off!

INCIDENT NUMBER: 100531-004195
Your customer service told me that in order to switch the arrival date, I would have to cancel my reservation and make another reservation. I never wanted to cancel but these were your instructions from customer service. I was told by the proprietor of Days Inn that I was not going to be charged by the hotel and that Orbitz would refund the funds to my account.
I have yet to receive my refund for $173.91 and this preposterous charge:

Orbitz to me:
*Average rate per night:* $52.42
*Taxes & fees :* $23.96
*Amount charged to your credit card: $233.64* (Total: $407.55)
Unless otherwise specified, all costs are provided in US dollars.
*Cancellation:*

"*Plans change, we understand.* Orbitz doesn't charge a fee when you cancel
your reservation. However Days Inn Russell may charge change and
cancellation fees..."
These are your words that appear on your emails. Days Inn never received any funds from you.

"*Days Inn Russell change and cancellation policy:* Day Inn Russell does NOT have a cancellation policy!
"This reservation is non-refundable. Cancellations or changes made at any
time are subject to a 100% charge. We are sorry but refunds are not
available for early check-out." There was no cancellation, as a matter of fact, I am still here!!

As was discussed in a recorded conversation by myself and you, you agreed
to refund the funds to my account. The proprietor has received no funds from
you and the email you were to send to Days Inn, Russell, KS, was, of
course, never sent.
You totally misrepresented your company and I consider this theft, as Days
Inn has not been paid by you. Make no mistake, I will take further action,
starting with the BBB, hiring an attorney and maybe, posting the recorded
message on youtube, so other people will not be subject to your illegal
practices.
I expect to hear from you within 1-2 days, with a confirmation of the
refunded funds to my account.
Phyllis Crates

Overall description.
In March, 2009 a booking of the hotel “The Palm hotel and SPA” in Miami (3025 Miami Beach, FL, 33140, phone 1-305-534-0505, fax 1-305-908-3366) was made. The booking was made through the web-site www.orbitz.com. The hotel was in a five - star category at the “Orbitz” web-site. The booking required a full advance pre-paymemt which was made in amount of 1939, 87 immediately upon booking. The check-in time indicated in the interneiary was Sat, May 8, 2010, 16.00. It was written in interniary that there should be an “Oceanfront” room provided. The “Orbitz” charges its customers for the booking service provided.
On 9th of May, 2010 (12.30 am approximately) me and my wife Ekaterina arrived to the hotel at the front desk. The receptionist Mrs. Cheryl Hueston, a very nice person, has informed us that unfortunately they don’t have the Oceanfront room available and that she can only offer us a city-view room.

Additional details.
The vacation was a long-before planned honeymoon. The wedding party took place on 24th of April. So all the details were very important for me and for my wife as well. During the conversations with Mrs. Cheryl (again I want to stress that she was very nice to us) we have found out that their hotel have received a fax message from “Orbitz” where it was a request for reservation for “standart-standart-oceanfront” (it goes that way exactly in the fax message) room. As far as we were informed by Mrs. Cheryl the hotel basing on this information reserved a standard room for us and had sent the confirmation for the reservation of the standard room back to “Orbitz. Also when I asked for the fax with this confirmation I’ve noted that in this paper there is a sign “Do not disclose the base rate to the customer!” From which I made a conslusion that “Orbitz” is also being paid by the hotels on its list. Also I should make a notice that “Orbitz: has a “lowest’-price guarantee” policy which in my undestanding implies that there are no price for the room cheaper than they offer.

Further develoment.
Immediately as we have found out that Mrs. Hueston was not able to solve the problem because their hotel had no oceanfront rooms available at all, we’ve started calling the “Orbitz” call-center to solve the problem. Mrs. Cheryl has cleary explained to the person at the call center that there is no possibility to give us the oceanfront room. Later during the converstion we have found out that the closest date when we can possibly have the oceanfront room would be not earlier than on Tuesday and the room with a king-size bed (which was a condition mentioned during the booking) would be available not earlier that on Thursday. It took the person in the call-center about 1, 5 hours to finally find the following solution: they can “transfer” us to the different hotel for which we would have to pay by orselves and later on they would refund the amount charged for “The Palm hotel and SPA” back to my card. Here I need to mention that it took me about 10 minutes to find out the hotel with available rooms and that surely there was absolutely no problems to refund the trip back. So that this solution was so obvius and easy that I doubt why it took them 1, 5 hours to find it. The other option was to stay at the hotel in a non-oceanfront room and get a difference in price for the rooms refunded. I’ve insisted that I was purchasing exactly what I wanted from the. And in case they are not able to deliver the service that they have promised it is up to them to pay the difference (if there is any) in the price of the hotels. Because it is not my fault. By the time we came to this two options it was already about 3 am in the morning. I’ve asked the person at the cll center to connect me to one of her superiors. It took some other 15 minutes and finally I was talking to some Mrs. Luna (she refused to tell me her last name referring to the company’s policy). The conclusion from our 30-minutes conversation with her was that it is either my fault or the fault of the hotel but in any case it’s between us and them - Orbitz is not liable for anything even though the Orbitz was the one to sell the trip. Then finally we left it as it is and went to the other hotel.
On 11th of May, 2010 I've once again talked to the Orbitz customer support line. They have transferred me to the manager (even though I wasn't asking for) and she assured me that they would refund my purchase on their web-site fully.

Consequences. Economic or physical damage that resulted.
Direct expenses - I've had to pay for the taxi, and pay for the other hotel (surly about 1/3 more of the price because it was not an advance booking).
Moral damages - the first two days of the honeymoon honeymoon were totally ruined because of this story and of the necessity to find another accomodation.

My opinion.
(1) Orbitz is a company which lies on purpose to its clients presenting “The Palm hotel and SPA” as a five-star even though the workers of the hotel clearly defines it as a four-star facility.
(2) Orbitz is a company which acts like a travel agent charging for its services the clients and, probably, getting a kick-back comissions from the hotels. So Orbitz does not simly work as an information board.
(3) As soon as the Orbitz is a travel agent it should be liable for its actions ant it is up to this company to settle all the issues of the trip.
(4) Quality of the Orbitz services is very poor.
(5) The Orbitz (or at least its representatives) does not beleive that their company is liable for anything at all.

Questions to the lawer.
(1) Is there any kind of legislation that protects the righst of the consumers in US? Can this legislation be applied to the aforementioned case?
(2) Is the Orbiz a travel agent or simply an information board under the local legislation? If the Orbitz charges for its services does it make this company obliged to deliver the services?
(3) Is it possible to get the Orbitz bay the unexpected expenses which happed because of its default to provide the services?
(4) Is it possible to claim damages from Orbitz? What can be an approximate amount in such a case?
Yours sincerely,

Mikhail Aleksandrov

I was researching a honeymoon trip in September 2009. I was about ready to make a purchase through Expedia, when a friend of mine told me to call Orbitz. I spoke with a nice lady and explained I was looking for round trip tickets to Aruba with the shortest flight times and I wanted a One bedroom ocean view suite at the Westin Aruba. She said that Orbitz can book me a flight to and from Aruba with designated seats and a one way flight time of 11.5 hours each way. Also she has a premium ocean view hotel package at the Westin Aruba. I said the flights sound great but could you describe the room. She said the room has a bedroom, with a separate living area, a full kitchen, and a private balcony facing the ocean.
I looked up the Westin Aruba website and that description matched the one bedroom suite I wanted. Not only did she say she could book the flight with guaranteed seating and the one bedroom suite, but she could also book it for $450.00 cheaper. I said great as long as I get that I am fine.

Then in February I get an email saying there has been a change to my vacation package. So I call Orbitz and they say sorry the flights that I have booked have been cancelled but they have reserved some new flights for me. Here's were it gets fun. I ask the agent named Ethan what are the flight details. He says that the trip to Aruba is 47.25 hours and the flight back is 35 hours. I told him that is unacceptable and explained that this is my honeymoon I am talking about. He says that Continental is very busy right now, but if I give him a week he could get me better flights and call back within a week. So like an idiot I put my trust in him. A week later no call back.
So I call Orbitz and speak with Amber who tells me there is nothing she or Orbitz can do and that I need to call Continental directly to get different flights. So I call Continental and they ask why I didn't call sooner. i explain my situation to them and they work out some flights for 12.5 hours to Aruba and 20 hours home, but with horrible seats. I am not happy, but the wedding day is set, I have already gotten the specific time off from work, and what else could go wrong. Also I kept getting emails from Orbitz about changes in my vacation package and had to call them to let them know about the new flights I worked out with Continental.

So now it's March and I was sent a new itinerary from Orbitz. I am starting to get worried about my trip so I call Orbitz on and verify with a rep who's name I didn't catch that I have the flights I worked out and my one bedroom suite (as she referred to it). I call Continental and The Westin Aruba to confirm with them. Continental still has the adjusted flights, but the Westin says that my reservation is for a guest room not a one bedroom suite. At this point I am a little aggravated, so I call Orbitz again and speak with Jennifer. I explain that my hotel reservation is wrong, she puts me on hold for 40 minuets, then tells me she has fixed the problem and I have my One Bedroom Ocean View Suite reserved. I a little wary from my past experience with Orbitz so I make sure to have her define what I have reserved and she says a one bedroom suite with a separate living area and a kitchen facing the ocean. She also says I can confirm with the hotel on 03/25.

03/25 I call the Westin Aruba for my reservation and they say I am in a regular partial ocean view room, not a one bedroom suite. I call Orbitz and speak with Isa and explain my issue. Isa puts me on hold for another 40 minutes and then tells me that she can't get a hold of anyone at the hotel and tells me to call back 03/26. It seemed weird that the hotel would be closed at 2pm so I call the hotel and get right to a person (how many lies do we have so far?). So I call Orbitz and ask to speak to a supervisor. 2o minutes later I speak with a supervisor name Leonard and explain this whole issue to him. He said he will look into the issue and call me back on 03/26.

03/26 Leonard leaves a message on my phone saying he is still working with the hotel and needs until Friday 04/02 and will call me back. The evening of 04/01 Leonard sends me an email stating "The room type booked was not a Suite Ocean View but a Premium Room Ocean View. The Westin Aruba Resort does not have any room described as Suite." That's word for word! Which is funny since on The Westin Aruba official website they have not one but five different rooms with the word Suite in them.

04/02 Call Orbitz and cannot get the supervisor Leonard, but instead I get a supervisor named Arnold. So I explain the whole situation to date to him. Now he informs me after being on hold for 30 minutes that the highest room they can offer is the regular Ocean View room. So I ask him for a refund and he says it is not possible. I ask him since he is a supervisor and they record the phone calls they receive, if he can go back and review the calls were I was told I was getting the One Bedroom Suite. He say he could and puts me on hold for another 55 minutes. Then he says he has review the calls and agrees I was told I was getting a One Bedroom Suite, so I asked him to make it right. He said he will contact the hotel and see what he can do and call me back.
At 8:15pm he calls me and says because of the Easter holiday he needs till Friday 04/09 (I swear they just want to drag the time out). I inform him that if he cannot get me the One Bedroom Suite then he should be willing to give me a full vacation package refund. He tried to say that he will see what he can do so I repeated myself and he agreed.

04/09 Arnold left a message describing the regular Ocean View room and said the suite was not possible. So I called Orbitz again and spoke with Jersey who was very concerned and wanted to know my whole situation so she could help me. I explained the whole situation to her and she said she will have to get a supervisor. I wait on hold for 21 minutes and I am introduce to a new supervisor named James. Again the whole story is explained to him and he says there is no way for them to book the One Bedroom Suite over the phone, but he suggest that when I arrive at the hotel on my honeymoon I can just pay for the upgrade then. I am appalled by this and ask him if he thinks that is right and ask him why he and his company Orbitz refuse to do the right thing. I am starting to get pretty angry at this point, so I ask him for a full vacation package refund as was discussed with my last conversation with Arnold.
James says that he can only give me a refund on the hotel and there is nothing he can do about the flights. I am fed up with the amount of time and energy I put into this already so I tell him if he can get me a full refund on the everything except the flight, then I would be willing to call Continental myself to see what they can do. He said he can do that, but before he finished I said I wanted a refund for everything else including the trip protection and the activities. James said he will look into it and see what he can do. I was at work so i told him not to cancel anything right now but to note my account with the total amount of the refund, so I can call back, compare the amount to what was withdrawn from my account, and make a decision then.
So I called back an hour later and spoke with mat who told me I would get a refund for almost $450.00 less than what I paid. Which is unacceptable, for all the crap that I have been through with Orbitz they should just say there sorry and give me all of my money back. That may never happen, but I will keep trying and let you know what happens next... To be continued!

I thought car dealerships were bad, especially when you had a trade in, and they would try to keep your keys from you. Now I think that experience is like getting a royal treatment at a day spa compared to Obitz.

Following happened to me for the third time within a period of 2 years with this fraudulent Company;
If you search online for a Car Rental in the DR with Orbitz, National Car Rental almost always presents the "best offer". When you try to pick up the Car at their Station they want handover the Car without demanding an additional Payment for a third Party Insurance. This additional Payment increases their total Price by about 25% !, what makes them one of the most expensive Company's in the End. I contacted Orbitz Costumer Service several times and was told to accept the additional charge or cancel my reservation.