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Orbitz.com Complaint - Orbitz uses deliberate deception - airline tickets
Orbitz.com Complaint

Orbitz.com Complaint


Orbitz uses deliberate deception - airline tickets

On Sep 1st 2013 I purchased 5 airline tickets using Orbitz online services. The total fare was $4500 and the flight was for Sep 21. Before I completed my order I opened the fare rules page to check the cancellation policy. I read that the tickets were refundable with $100 cancellation fee per adult ticket and less for a child ticket.
On Sep 5 our plans were changed and I had to cancel the tickets. When I called customer service I was told that the tickets are nonrefundable. They said that this was the airline policy and they cannot change it (American Airlines). They explained that on the fare rules page there were few fare rules and the most restricted one applies. They did not except my complain that the page was misleading and it was difficult to realize that there was more than one fare rule. An email to customer service did not help as well.
The issue is that when the fare rules page opens it does not present all the rules in bullets. It only expends the first rule, which is not the most restricted one), while the user needs to scroll down to realize that there are more rules preceding the first one.
When I called American Airlines to ask about the refund they told me that they cannot refund me, but Orbitz can.
I do not know who holds my money, Orbitz or American Airlines, but I do know that it was a deliberate deception.

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Orbitzgal1 says: (7 years ago)
Hi, limcoh,
This is Robert, and I am part of the Orbitz Customer Relations team. We want to learn more about your experience so that we can address the issue. Please email us at socialnetwork@orbitz.com. Please use my name in the subject line, so that I can investigate further.
Thank you for your patience, I look forward to hearing from you.
Robert Woyach
Orbitz Customer Relations

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