Hi everyone. I’m in the middle of a nightmare with Orbitz over a multi-city flight ticket. I think we may be nearing a resolution, but I’d appreciate if anyone has advice or comments on the situation which I shall summarize below:
6 months ago in Feb 2013 I bought flights only ticket from Orbitz for our trip to Peru:
5 Sep: Puerto Maldonado – Cuzco
14 Sep: Cuzco – Lima – Mexico City – Washington DC
2 Days ago Orbitz notified us of a change of flight departing Washington DC. Without consulting us, Orbitz re-ticketed us on a new flight departing 2.5hrs later, which meant we’d only have 50 min connection time in Miami which is ridiculous, considering we are going from domestic to international, and in Miami of all places (that airport is a mess).
We immediately contacted Orbitz. They rebooked us on a different flight…… but then called a few hours later to say there was an error and that the booking didn’t go through. After multiple lengthy calls over the next 24hrs Orbitz admitted their mistake and that we shouldn’t have been rebooked on the flight with an impossible connection. Orbitz’ internal procedures are now the problem – basically someone cost them $4000 they claim by rebooking the bad flight, and it will cost them more to rebook us on something that works. We are being given the run around… told the senior people who need to authorize funds for a rebook aren’t there and all sorts of crap.
The current situation is that Orbitz have not yet re-ticketed us but have put a hold on seats. They just need to get their act together and actually pay for them before the hold expires. I don’t have much confidence in them doing so. My wife spent 1hr last night getting escalated upwards on a call but still nobody was able to do anything until tomorrow. “We’ll update you before 7pm tomorrow” is all they say. . Now 48hrs before a huge international trip, this is totally unacceptable. As they were getting sick of us harassing them last night they did say they’d give us some compensation in addition to rebooking us.
I shall add that we have opened a complaint with the US Dept of Transport on this, but that’ll take a few days to even begin being looked at. Our priority right now is dealing with Orbitz to get a new ticket.
Sorry, that turned into a bit of a long rant but I can’t believe how big a problem Orbitz are making of this. They have admitted their mistake but seem to be digging in their heels regarding actually fixing it. How hard can it be for them to rebook… flights with seats are available online right now.
Thanks for any help or advice!