Orbitz is refusing to honor credit on cancelled flight

We books a flight in December. My relative had to change travel plans. We called Orbitz . Representative told us that they could not exchange flights or change travel dates. Told me that I had to cancel the flight and they would book a new one (but I would have to pay full price for a new ticket). I was then told that I would get a credit that I could use on a flight within 12 months. I agreed, because I knew I would be traveling again in the future.

The first flight was cancelled. The new flight was booked. I was charged a new ticket price. My relative traveled.

In January, I called to use the credit. They are saying that the credit was already used. First I spoke to a CSR named Bianca and then to a supervisor named Max, who kept using language that was insulting or insinuating that I was not being truthful. I told him that I had a problem with the language he was using, implying that I was trying to get Orbitz to give me something for free or do me a favor. I informed him that I wanted them to honor what they said in the phone call.

He then said that he would investigate for 7-10 days, but did not know what I wanted. I challenged that because what would you investigate if you do not know what the customer wants? He then tried to make it seem like he was saying exactly what I was saying all along, which he was not.

They are very unscrupulous. I have traveled many times using Orbitz. I book flights, cars, etc., for myself and family through Orbitz. I do not think I will be using Orbitz again unless they can resolve this in an ethical and honorable way. I will ask my family and friends to stop using as well if this is not resolved.

Offender: ORBITZ
Country: USA   State: All USA

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