Orbitz

Orbitz

http://www.orbitz.com
500 W. Madison Street
Suite 1000
Chicago, IL 60661

(312) 416-0018
(888) 656-4546

How to get through to an operator
Press # # # # #

Overview

Of the three major online agencies, Orbitz has a well-established reputation for making the most of the latest technologies. But until recently, it hardly applied those innovations where they were most needed: in the customer service department. Several new customer-focused initiatives promise to change that. But it is still too early to tell how they might improve the overall customer experience in the long term.

If you have a customer complaint, please read this before contacting the company.

Customer service resources

Customer service main page
Terms and conditions
Customer support

Twitter

Orbitz: @Orbitz
Orbitz Customer Care Team: @OrbitzCareTeam

Primary e-mail

customerrelations@orbitz.com

Primary contact

Stephen Sedlak
Director, customer relations
ssedlak@orbitz.com
(312) 416-0018

Chief executive (*)

Barney Harford
Chief executive officer
bharford@orbitz.com
(312) 416-0018

What others have to say about Orbitz

Consumeraffairs.com
Epinions.com
My3cents.com

This information has been collected from publicly-available resources and is believed to be accurate at the time of the last update. If any of this information is inaccurate, please e-mail me.

* Executives should only be contacted when your letter or email has not been acknowledged within six to eight weeks.

Tina Krom

On 9/22/10,I booked two rooms at Sheraton New Orleans Hotel. Locator #’s CTRJA9/ HXDJBZ for $ 229 per room per night plus tax. On todays website you are offering same type rooms @ $209 per room per night plus tax. I called 5 times to speak w/ customer service and was hung up on 4 times. My question is simple. Where do you publish your accountings of rooms and charges that I as a customer can compare to my own charges. You can not offer price assurance if a customer must simply take your company’s word that they have recieved the lowwest price. Two additional things to note: I booked the same room for an additional night directly through the Hotel at a lower rate .Your representative was unable to tell me whom you are licensed through or the corporation you are listed under with the BBB.
http://Orbitz,com durrani

booked my ticket on November 15 2010 and the website was giving me problem, so i booked my ticket from different website, after few days i noticed a charge on my credit card and i called the customer service but they did not helped me but they told me to keep the credit and use it when i need, so now i need to travel and i called them to book my new flight, when i called i talked to the lady and she found me a ticket i told her that my travel dates are Friday Feb/11/2011 till Feb/14/2011 and got disconnected i called again same thing happened, and then i called again and i got connected with a man he first told me that there is no ticket for the price and date that we found on previous call after few minutes he found it so we booked the ticket for Feb/11/2011 from San Diego to Washington DC and back from DC to San Diegoon Feb/14/2011, now that it been a week i did not get an e mail confirmation i called them to check and now they booked it for a wrong date my ticket says Feb/02/2011 not Feb/11/2011 when i told them that this is not my mistake and i cannot travel on the 2nd they are going to charge me more money, first i lost $80 then i paid an extra to use my credit $180, now i have to pay more, even its not my mistake, i am requesting to someone need to investigate this matter please, because its coasting me. I really don’t know what to do, who to talk. If someone check, will find out the same flight timing on both days its just that i can’t travel on the 2
but still they are helping me i write to the company’s Chief executive so let see what they do.
Hadassah

I am very pleased with the way a supervisor, by the name of Brianna took care of the mistake that was done on my air ticket.

An Orbitz agent had given me the wrong information when I callled to enquire about certain information, which caused me to book a flight that I didn’t want. Since all conversations are recorded, I called Orbitz back to have them rectify the problem. THe first supervisor that I spoke to was really nice and patient, however she just failed to take responsiblity for the mistake(despite the proof on the recording) and caused me a great amount of aggravation. A couple of days later, I spoke to another supervisor, Brianna. She listened carefully, took down my number and went on to fix the problem. She did not keep me holding forever, but only called me back when the problem was rectified. She aplogized and admitted fault on their part. Brianna was efficient and effective, and handled my compliant in the most professional manner. She meets my expectation of good cutomer service. My postive experience with her made me feel good about using Orbitz again.

Thank you.
AMK

We just came home from a 4 day cruise we booked through Orbitz with a group of 17 people. Not everyone booked through Orbitz and were glad they had not. My husbands excursion was a disaster booked through Orbitz with a local dive company. It took a week for “linda” from shore excursions to get back with us and refund us $54.00 we paid (the additional 70 was excursion money so no need to give back to us, our time was worth nothing to Orbitz) and an apology was their answer. What a joke, we will not be booking future trips through Orbitz as there really isn’t any savings and you do not get the support or guarantee like you would if you go directly through the cruising company. Buyers beware.
Andre Alves Ottoni

Hey,This is my flight locatorOrbitz record locator: PBORB3804565284
There is a big misunderstanding going on here. I was tryng to change my flight from may 4th to may 6th but I didn’t change it. It was so expensive and I decided to keep up with my last flight day, as well as I already made the reservations in Aruba ( my final destination). I need that to be the way it was now ! I called the number you guys asked me to and the lady told me it would be at least $150 to change the ticket, so I decided to keep my old one, but that wasn’t what happened, my flight is scheduled to sunday may 6th.I need that now, because the day is comming. Thanks
Dan Nitescu

On January 29, 2012 we booked (12) all inclusive at Grand Bahia Principe Ambar in Punta Cana. We were told by the hotel staff that there are not more
rooms available at this hotel and we must accept a transfer for 2 (two) days to
Excellence Resort 45 minutes’ bus ride….

After
a couple of hours of negotiations in the lobby with the hotel staff and being tired
after a long flight plus another 30 minutes’ drive from the airport, we
accepted the offer.

At
4 o’clock, instead of being on the beach or relaxing at the pool, without
having a lunch we were packed into a van
with our luggage
on top of us and relocated.
Back in the States, our grievances were understood by Orbitz and within a short period of time we were reimbursed accordingly plus an extra $250.00 voucher per family.
Orbitz record locator: AP110101NQ7H84UVOrbitz record locator: AP110101NRBLVFUVOrbitz record locator: AP110101NQ3NJNUVOrbitz record locator: AP1101013Q4UR6UV
……..
Thank you Orbitz !
Michele K

My son is in the military based in Japan. He purchased tickets to come home in September flying first to LA for two weeks then South Florida. He got a confirmation number and paid for the insurance on the ticket. He received an email over a week later telling him his flight has been canceled and they were reimbursing the money. He called to find out why and wasn’t given a reason. They just said they would issue him another ticket but the price went up. Why cant he just keep the one he had paid for? If he has insurance on that ticket he paid for why would they want to charge him more? Better yet he’s serving our country in the Navy. Not his fault they canceled his ticket. They took the money from his account and then credit him it back. He should have a flight at the same price. We are not happy we are gonna make statements all over about this. Shame on whomever wasnt doing their job right and shame on Orbitz and the airline for wanting to charge this young man more money for their mistake. Record locator pborb9545094054
law office

For those who wish to buy a ticket from Orbitz. Here’s my complaint to Orbitz.

Hello,

I was just about to order an airticket from Orbitz.com but
after calling the customer service, “Shawn” who is based in Manila, Philippines,
I was absolutely horrified by the replies and answers I was told. I have then
let the representative, Shawn, know that I was recording the call which the
person agreed because I want to have proof of the conversation. Shawn also told
me her phone was also being recorded.

I called to ask about the policy on changing the ticket
and if there was a fee. According to Shawn, she said that Orbitz
cannot let the customers know the policies before buying the ticket
and has to just order online. I then asked if the customer buys a ticket without
knowing the policy but then later finds out that the policy of changing their
ticket is not what they expected, such as penalties to change the date, can the
customer get a full refund. To my surprise, Shawn said that the
customer will have to pay a service fee.

I had repeatedly asked Shawn about this issue and Shawn
said this is how Orbitz does business. She said she worked with Orbitz for over
a year already and is very sure about Orbitz policies. But I kept
asking how can customers buy a ticket without knowing the policy and Shawn said
that is Orbitz policy. And she also said some customers were surprised
but have to pay the fees.

In addition, I asked Shawn if I could be transferred to
another customer service representative and she said no. But earlier I was
transferred to her from another customer service earlier. Earlier the customer
service staff actually gave me the penalty fee for changing a ticket but since
the representative said it depended on the dates, she forwarded the call to
Shawn. So I asked Shawn how could someone transfer the call to her but
she cannot transfer the call to another representative. Shawn
said she can’t.

I then asked Shawn if I can be transferred to the
supervisor and she refused. She said there’s no phone for the
supervisor and I have to call the customer service number. I then asked if I
call the customer service number, how to do I reach the supervisor. She
said I can’t reach the supervisor which defeats her suggestion of calling the
customer service number again.

Is this how Orbitz does
business? It seems very crooked. How can customers be
expected to buy airtickets without knowing the policies of their
ticket? Then if they need to cancel because they purchased a wrong
ticket, they get charged a service fee from Orbitz. Doesn’t this sound like
fraud? This is the first time I used Orbitz and am surprised how unprofessional
the customer service staff acted. I am prepared to write blogs about this if I
do not get any answer about these matters. Please contact me about
this.

Call date: October 17, 2012

Time: 12:40am (Philippine time)

Michael
Patchouli

I have booked a package trip for 6 pple and I have been overcharged I have tried to communicate with an agent and although I have ALL of my figures simply set forth they are still configuring through a very convoluted break down of how the package is broken down ..If children whom are 5&6 stay free @ a hotel then why is it they pay full price for a package trip I am paying full price as an adult for two small children It clearly states the break down of all travelers for airfare and then the hotel> the breakdown does not allow them any stay free..It’s fraud at it’s best…and there are no #’s of phones in corporate that answer…

Share this: