Orbitz Customer service is horrible. I talked to 5 people up to the night supervisor.

I booked a cruise with Orbitz on November 3rd, 2009. Had a family emergency and called for a refund on November 4th, 2009. I have not been through so much crap with any company like orbitz all my life.

It was a nightmare trying to get my refund back. I waited till December 1, 2009 to get my refund and it wasn't there. I called Carnival Cruise line and they informed me that they were waiting on paperwork from whomever I booked the cruise through. This was Orbitz Worldwide Inc.

This is where the nightmare began. I was on the phone for 2 hours after an Orbitz Associate told me that they had to re-send some information to Carnival Cruise line. Who knows what would have happened if I didn't call Carnival in the first place...because in the beginning of my call...an Orbitz employee told me that it may just take a bit longer. After I told him that I have talked to carnival and they are awaiting information to be sent from Orbitz that should have been sent 4 weeks ago.

So with that out of the way...The orbitz cruise customer service employee informed me that she would be calling me back on December 8th, 2009

This was a week away and I couldn't wait until I received that phone call with good news that my refund was on its way.

December 8, 2009 I left early from work so that I could receive the scheduled phone call from orbitz customer service. An hour goes by from the time in which I was supposed to receive this phone call.

Sitting with a confused question mark over my head...I decided to call Orbitz. Wow I didn't know that it took me talking to 4 different people that I would finally get someone from the Orbitz cruise customer service department. This person puts me on hold to call the cruise line and 10minutes later explains to me that today my refund was processed into my account and I should see a refund soon.

At this point I have had enough...I didn't know if I could believe this person and based on the poor customer service and trouble that I have gone through so far...shouldn't I get the 100.00 fee refunded back?

(for those who don't know...whether you cancel your cruise an hour after booking or days after booking...Orbitz charges a fee of 100.00)

So here I am... I ask for the supervisor after the Orbitz associate started yelling through my phone expressing how it's not their fault and how I received false information from the Carnival Cruise line and the Orbitz employee that I talked to last week.

This supervisor did no good and took 30minutes to get to talk to this person. He basically said good luck getting the 100.00 back and said he was the highest leveled employee that I could talk to.

I would basically avoid dealing with Orbitz overall. They have bad customer service and don't admit a mistake when clearly they made one.

Here is a list of the people I talked to today on the phone.

Edgar-basic customer service with Orbitz

Kayla-Sales department with Orbitz Cruises

Beronica- Cruise Refund Department (this was the person who called Carnival and then proceeded to yell over the phone about how Carnival lied to me about the paperwork not being sent)

Pablo-the highest supervisor that you are provided to talk to at night (after 5pm) this man was very rude and didn't offer any help or assistance with my situation.


After reading online...I found out that a popular Radio host "Clark Howard" has had a bad encounter with Orbitz. He wasn't able to get a refund until he decided to talk about the poor customer service he received over the air waves. Promptly after the airing of the radio show...he received a call from an Orbitz employee offering a full refund. He declined because he believes that he should have received the refund in the first place. This occurred in 2008. It's now a year later and Orbitz still hasn't improved their customer service.

It's sad to see a company be so horrible with customer service.