First of all, I'd like to start this complaint by saying that I'm not one of those people that only says something when I get bad service. I am a Director of Stores for a large company and if I get amazing service somewhere, I have and will take the time to write a letter and mention who helped me.

This is not one of those times. I booked a flight through Orbitz to go to Europe and decided it wasn't the right choice for me. I called Orbitz back in February and asked if I could cancel my flight and if there would be a penalty and she said that it wouldn't be a problem but that it would cost me $200 and that I needed to call back by September (ticket is for late October) to be sure. That wasn't an issue for me at all. I just made sure that I could cancel my Europe reservations (some also at a penalty) before I canceled my flight. Price of my bad decision. Not a problem. I called back tonight and get somebody singing a completely different tune. "Oh, this ticket is non-refundable and non-transferable." Excuse me? Did you log the last call that I made? "Why, yes, ma'am, but I have no documentation about what was talked about." How convenient. And then in a desperate attempt to get me off the phone, Jill asks me to call back later. Why would I do that? Solve my problem!! And I have been holding for a manager now for... 30 minutes. Charming.

WOW. AS I TYPE THIS, Jill, the rep that helped me, has decided that since I asked for a manager that she will now honor my original request citing that she "READ THE RULES INCORRECTLY." Excuse me?? I am furious! This is no small amount of money we are talking about. And what if I hadn't demanded to speak to her boss? She wouldn't have decided to read correctly??

I will never use Orbitz again. There is obviously a training problem, a customer service problem, and a dishonesty problem. Integrity is one of the things that my company prides themselves on, and this company obviously has none. I am disgusted. There are so many other sites to choose from. I highly recommend AVOIDING this one. I will gladly pay a higher price and use a more reputable and reliable company than ever deal with Orbitz again.

I was planning a trip for me and my wife and a group of friends to go to Cozumel. I pick the Vacation Packages menu, pick the flight, hotel, everything is good. I happen to see "EXCLUSIVE OFFER, 47% off per night 48 Hour Sale Book by May 4." I'm sitting here, its May 3 at 9pm. Hey that sounds great. I go to book. The total before was $2201, now $1971. Save $230. I know 47% is more than $230, so I call customer service to ask what the 47% is off of, hotel, airline, or both. I was told the discount should come off of the total price. I'm thinking, YEA. So I ask the customer service rep to calculate and give me the price and I will book then and there. He tells me $1971. So then again, thats not 47%. He tells me that that is the discount and theres nothing he can do about what it says online, even though hes on the same web page as me. He then says thats the price if I were to book airline and hotel separate. Nope. I had already checked from the airline website and hotel website. Orbitz was still higher on price with their 47% discount. In a nut shell, seems to be some False Advertising and everyone needs to be aware that just because it says, SAVE whatever, check around and make sure. This is not good business.

My husband lives in Brazil and I in Canada, though he is a native of Nigeria. Recently, his grandmother passed away and he needed to travel on short notice to Nigeria for the burial. I phoned my credit card company and let them know I would be making a large purchase through Orbitz.com and purchased a ticket for him to fly in 5 days time. It took most of the money we had to pay for the flight. We received confirmations and updates from Orbitz, and had NO WAY of knowing what they were doing until he went to check in for his flight and found that they had voided his ticket. This was done withouth the courtesy of a CALL, EMAIL or notification of any kind. Also, mypre-paid credit card had been processed for the full amount.

Upon calling their customer service department, which required a total hold time of 1 hour and 15 minutes (my husband is standing in the airport the whole time PANICKING, not knowing what was going on) I was told that they believed it was a fraudulently purchased ticket because of my husband's nationality being Nigerian. They proceeded to explain to me that his name was "similar to someone who at some time had been connected with something relating to POSSIBLE fraud out of Brazil." It was not the same name, just a similar one, not the same passport or the same birthdate...not the SAME PERSON!!! My husband's family name is a very common one in Nigeria, and his passport CLEARLY shows all travel dates - this is, in fact, the first time he has ever left Brazil since arriving 5 years ago. He is a good and hard-working man, and was humiliated and treated like a thief for trying to go home and take care of his grandmother's resting.

They told me that my charges were immediately reversed on the 13th, but as of the 19th, it was still billed on my pre-paid credit card...as a result we do not have the means to get him home for the service. They did not even have the good grace to apologize for what they have put us through, and have yet to give me my money back. I will NEVER deal with this company again, and I have used them many times in the past.

I called customer service - to ask for assisytance they were rude told me I had no comeback refused to let me speak with a suppervysor. Took no responsability for the product they sell - claimed it was nothing to do with them an dwe are simply out $1800 They also told me they would consider changing only the date of the flight not the airline or destination for a fee that amounts to 460 for the two tickets! Well thats useless as we will now NOT be going to France at all so what good is it? They have my money, why cant they just ge me a credit towards my next ticket? Because they are thieves!

My cousin and I purchased the same airfare (VIA ORBTIZ) while we were in two different laptops sitting next to each other. We both submitted it at the same time but yet when confirmed his said $175 (per person) and mine was $216 per person. I contacted Orbitz immediately and I was told that I qualified for PRICE ASSURANCE since we both did it at the same time. The agent stated that I would get an email with the confirmation of price assurance. I called a week later and they stated the same thing (I qualify wait for email). TODAY, THE STORY CHANGED. They stated because my cousin hit the confirmation button prior to me I DO NOT QUALIFY. ORBITZ JUST LOST LONG TIME CUSTOMERS FOR $40. It’s the principle that matters. If you say over and over that I qualify don’t change the story later for your convenience.