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Orbitz

Orbitz • Air travel • Hotels • Minors • MWI charges • Unauthorized charges --- News • Orbitz Takes Top Spot in J.D. Power Study

Orbitz has done a steep climb-out since its launch a few years ago. Founded by American, Continental, Delta, Northwest and United, Orbitz has quickly elbowed its way into the Big 3 of online travel sites.

Not everyone is singing Orbitz' praises, though. Consumers report relatively routine problems with airline and hotel reservations, but other problems are not so routine. One involves Orbitz' odious practice of somehow luring its customers into the arms of MWI, a negative-option scheme.

Then there are those poor souls who have unusual situations requiring human intervention ...

Daniel of Scottsdale AZ (3/17/05):
I made a reservation for a fully refundable fare on orbitz.com. When I needed to change the flight, Orbitz took my cancellation and told me that I have one year to use my "credit." Orbitz told me that in order to use my "credit" I would have to call them directly via 1-888-656-4546 to speak to one of their "agents" in order to apply my credit. I called Orbitz's number and waited on hold for 34 minutes to get to a live person. I told them I wish to apply my credit. They told me that I have to use the same airline if I wish to use the credit. I agreed. They told me there was a $100 fee subtracted to the original credit amount that is paid to Orbitz to make the change and apply the credit to another flight with the same airline.

I agreed and told them I will fly America West per their requirement. I told them I want a flight to Cabo San Lucas. I gave them the dates and times. The first agent I spoke to didn't know how to apply the credit and told me to log onto AmericaWest.com and book the flight online, get a confirmation number and then call back Orbitz's automated phone number (1-888-656-4546) and go through the request for my credit again. I agreed.

I made the reservation on AmericaWest.com, received a confirmation number and called back Orbitz. I was on hold for another 52 minutes until I got another agent on the phone! The agent told me that the original agent I spoke to was wrong to tell me to book the new reservation directly with America West and that I needed to do so on Orbitz.com. She asked me to hold and contacted America West for me. 36 minutes later, America West was transferred over to me from the Orbitz agent and after the Orbitz agent said that the America West agent will "take it from here" and put through the credit, she hung up the phone and accidentally disconnected us!

I called back Orbitz's automated number again (1-888-656-4546) and waited another 47 minutes to speak with another agent. I then had to explain everything that happened all over again and the agent didn't know what to do so I then asked for a "Manager." I waited another 53 minutes to get a manager! After the manager got on the phone, (Frank), he told me he would contact America West and get an agent there to put though my credit. I waited on hold for another 2 hours and 3 minutes to get an America West Agent!

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