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Booked a rental car for Mexico and pre-paid for the reservation. Upon arrival at airport, we had a very difficult time contacting rental car agency (10 calls over 45 minutes and they finally answered.) When we finally got through they had no record of our resv number or name. We had to go rent a car from Hertz and are out $300. When we contacted Orbitz for a refund they responded that they couldn’t reach the rental car company so they could only refund our insurance fee ‘as a courtesy’. What a scam! Orbitz has our money and just plans to keep it. Do Not Book with this site! It is a scam! I don’t understand why they haven’t been shut down.
I booked a trip to Banff from Toronto through Orbitz for my family of 4. My return flight through flair airlines got changed and now I am flying into 1 airport in Toronto and having to fly return to Kitchener Airport. That means I can't park and fly and have to make arrangements to get to and from both airports which is a huge inconvenience. I called Orbitz and asked if they could get me on any other airline to get back to Toronto from Calgary so we didn't have to fly out of a different airport. I was told no, I would have to rebook and pay full amount and nothing else could be done. I stated this was my first time with Orbitz and could I get some sort of compensation for my troubles as this is a big inconvenience. I was told no, nothing could be done. I travel a lot and will NEVER be booking with Orbitz again. Beware, this company is a sham and does not care at all about its customers!
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We booked a package to Mexico including transportation from airport to hotel. MTS (the transportation company) messed up and dropped us off at the wrong hotel. We contacted right away Orbitz to clear it and have them transfer us to the right hotel. They started playing the game that they gave the right information to MTS while MTS said they were given the wrong information from Orbitz. While time was passing without any help from either of them we had to take a taxi for an additional $50. Orbitz said they started the refund request and after two days the refund was declined. That is really bad business practice I. Moreover the information they gave about the hotel are completely wrong…9 restaurants - 8 bar/lounge in reality there are 4 restaurants and 3 bars. This was definitely my last time traveling with them.
Booked a package trip to Roatan through Orbitz. 4/5 thru 4/15. It was a moderate to low end hotel so our expectations were modest. Upon arrival we learned the reception desk is rarely staffed, and no one there upon afternoon arrival. There is no maid service or fresh towels/linens, TP or anything else you may need. We purchased towels and essentials from a store nearby. We saw one person at the desk twice over a 5 day period... Most days the office was locked and no one on the property.
The pool, if you can call it that, is disgustingly dirty. Then on day one we had no water as the pump apparently broke, then day 4 sewage blew up thru the shower drain, day 5 no hot water, and finally a really large sewage spill, blowing under pressure everywhere in shower....and we were on the top floor. There was no one on the property to report this to. I contacted Orbitz to notify of situation. They said they would call the business. After much of the day, they too were unable to contact, so we left the property as it was unlivable.
Later in the day Orbitz said they finally got ahold of someone, but by that time we had left to find another room somewhere. None of what we experienced was noted on the Orbitz posting. At best they don't do their due diligence vetting properties, at worst, they know of this poorly maintained and uninhabitable property and advertise it anyway to make a buck. We requested a at least a partial refund and were refused. Orbitz will not stand by the customer and would rather stand by their vendors, regardless of how deceitful they are. Buyer beware of Orbitz and their advertising. Ken ** Ex Orbitz customer.
I've been using a lot of booking websites, and I've never had such a bad experience as with Orbitz. What happened: I booked a car from their site, and the website needed to be refreshed, so I refreshed the page and went back to the car that I wanted and booked it however, what I didn't realize is that my start and end dates for the rental changed when the page refreshed.
Why are they so bad: 1) First and foremost, their customer service/support is terrible and rude! When reaching about my issue, instead of feeling or at least saying that they feel sorry about your bad experience, they just say, "Thanks for chatting with us — take care and have a wonderful day." When I asked for a copy of the chat, they told me to take screenshots of it when I asked if they could do it, they simply ended the chat.
2) When asked for a refund, they say that the car rental company doesn't offer a refund, but I see a charge from Orbitz and not from the rental company, and they don't want to give me a full refund even though it was an error from their site since it changed the dates on a refresh. They're blaming it on the car rental company, but I see a charge from them!! Every professional company will offer you a full refund for an error that occurred on their end, EXCEPT Orbitz.
This review is in reference to Orbitz Itinerary Number **, round trip flight from Cleveland to Philadelphia starting on 5/23/22. Since my flight was delayed and, had I taken the flight, I would have missed my job interview, I called Orbitz up to see what my options were. The representative on the phone told me not to worry because I purchased Travel Insurance and was thus fully covered. He then said he would cancel my flight and, all I had to do was to contact the Travel Insurance company and give them my itinerary number.
Fast forward a couple weeks, I find out that my trip was not refundable since the reason for my cancellation was not covered. Since this was never mentioned by the Orbitz rep I contacted Orbitz. They said they would do an investigation. I recall several other phone conversations after this and the last one where the rep stated it sounded like a mistake was made by the Orbitz rep, they'd review the conversation, and likely would be able to give me a refund.
Over a month passed and I hadn't heard anything. So, I called in to check on the status. The rep said that my request for a refund was denied because there was no evidence the Orbitz rep did anything wrong. Annoyed, I inquired further, and the rep just said he had no other information except what he just read to me. While American Airlines did give me a flight credit I could use within a year, this caused me a great deal of inconvenience because I was forced to make a trip and, while my mom and I did plan a trip to Vegas, in order to use up the credit in time I had to make a separate booking for myself through Orbitz and then book my mom separately so she could use up her credit card miles.
To recap, my anger at Orbitz is because the rep clearly told me I was covered, never mentioned anything about reasons that were covered or not covered, cancelled my flight, and confidently stated I'd get my refund. So how did the rep not do anything wrong, and why did they never get back to me. Lastly, while working with Orbitz on my flight back, the rep said a later return flight was available at a price lower by over $100. He said he'd call me back the next day, once I could confirm my mom's booking (through her credit card company) could also be changed. He NEVER called me back.
So that's it. I'm officially done with Orbitz. What's funny is that most of my reviews are positive and I've littered my Yelp account with positive reviews, because I like to give credit where credit is due. This was an extremely negative experience for me because I feel misled and betrayed by Orbitz. So, and not to beat a dead horse, or in this case dead travel booking company, not only am I done with Orbitz, but I'll be sure to spread my enthusiasm through word of mouth.
I was just trying to use a covid flight credit. I booked a flight a year or so later toward the end of covid, but had extreme difficulties confirming the booking. After a lack of success, I booked the flight with another airline and cancelled the flight with Orbitz. However, the agent did not void the ticket and the ticket validity expired. I only found this out after about 12 hours of phone time in the following year (2023). When they offered substitute tickets on Messenger via Facebook, the prices were consistently triple the regular on-line price. The justifications for this were completely vacuous. Never again. From now on, I'm booking directly with the airline and getting much better customer service.
Very bad experience. I called on 3/21/23 regarding my credit for plane tickets. They hold me on the line for 45 minutes and after that they told me that there is some "error" in the system so call back in 2 days. I immediately called back. Another person picked up the phone, was more helpful but keep me on the phone for 2 and a half hours, so I bought my tickets. The representative took my credit card info but she forgot to ask security code. The next morning, I received an email to call them back because "payment is not going through". I called them back and another person had no clue what is going on. Put me on hold for 20 minutes stating that he is "investigating". I asked him to transfer me to his manager and he hung up the phone. I called back another person picked up the phone and the same process repeated. I just decided to buy my tickets on my own. Terrible
I made a booking on 1st March 2023 to and from Sekondi-Takoradi. Payment for the tickets and transfer charges were deducted twice on 2nd and 3rd March 2023. I tried frantically to reach a human agent, one Ricardo assisted me, cancelled the request because I purchased a ticket directly from the airline and informed me the process for refund has been initiated and that I will receive the full refund in my account between 7-10 days after I reported the incident. It has been 11 days today. I have not received an e-mail that the process has been initiated. Neither have I received the refund. I would not wish this kind of terrible service and refund frustration on my worst enemy! Please DO NOT use them.
I didn't come to this site prior to my recent experience with Orbitz and now see that if I had I could have saved myself trouble and expense. No question the company is not what it used to be - I have used them for many years without issues. But I have now learned the hard way that airlines do not allow Orbitz access to sell all open seats on any given flight, but only some limited portion of them. Of course Orbitz will not tell you this and from my experience not all of their customer service people are even aware of it.
I booked a round-trip ticket for my 18 yo son that included a very tight connection to a second leg on the way home - too tight to assure he wouldn't be stranded since no other later flights home that day (30 minute layover). A few days later, after looking at the on-time history of the flight in question, I decided I needed to change the time of the return flight first leg. No problem, there was an earlier flight that would work perfectly. However I got error messages when trying to make the change on the Orbitz website. A very lengthy and frustrating customer service experience included being assured that the airline was showing in error a flight that did not actually exist - the earlier flight I wanted was an unfortunate phantom listing and not actually bookable. So I went to the airline website and found the flight to be both real and bookable.
When I told Orbitz this they said I was wrong and that they wouldn't believe it unless I could actually show them a completed booking. So I did that - I booked the flight I needed directly from the airline and showed that to Orbitz. Now a manager takes over the call and explains that Orbitz is not granted access to all seats on airplanes these days (btw, the seating chart on airline website showed many available seats so Orbitz access must be quite limited) and that was the problem. They refused to credit me the paltry $178.90 for my extra expense getting a seat they couldn't sell me but that I very much needed and was available at the airline. Moral of the story is to just use the airline websites directly. Only there will you have access to all available seats on all flights that you need. Orbitz will not tell you this until you've run their painful customer service gauntlet, but it is very much the case.
Orbitz author review by ConsumerAffairs Research Team
Orbitz is an online travel website owned by Expedia Inc. It was founded in 2001 and acquired by Expedia in 2015.
Rewards: Orbitz rewards travelers with points they can exchange for discounts.
Vacation packages: Travelers can save money by choosing vacation packages instead of buying services individually.
Activities: Orbitz can help tourists find activities and events in their destination cities.
Mobile apps: Mobile users gain access to exclusive deals.
Scratchpad: The website's Scratchpad feature helps travelers keep track of offers that interest them.
Orbitz Company Information
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- United States
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