Orbitz.com Complaint
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Refund for Malaysia Airline flight cancellation
My husband and I booked our honeymoon flights on Malaysia Airlines via Orbitz. Following the MH17 disaster, Malaysia airlines issued a statement that people could cancel or postpone any upcoming flights through Dec 31,2024 if they did so before July 24, 2014 for a full refund even if tickets were non-refundable. We cancelled our flights on 7/21/14 and have been waiting to receive our refund of $3,898.60. I received an email yesterday from Orbitz saying that Malaysia Airlines denied our refund request. I called Orbitz customer service and after being on hold for 22 min I was connected to someone who said that he would connect me to international customer service. I was disconnected. After another 22 min wait, I was once again transferred to someone who had very little information and spoke very limited English. He told me that I need to contact Malaysia Airline directly and that Orbitz does not have the money to refund me. When I contacted Malaysia Airlines, they said it was Orbitz who should refund my money. I will never use Orbitz again as this process has been very frustrating and time consuming. I still do not have a refund and cannot find any way to speak with a manager to help me with this problem.
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My name is Lynne. I’m a member of the Orbitz Customer Relations Team. I’m sorry you’ve had such a difficult experience. Please understand, Orbitz, as a third party, must adhere to the airline fare rules and policy at all times. In the case of non-refundable tickets, we must appeal to the airline on behalf of the customer for an “exception” to their rules. Unfortunately, as payment for airfare was collected by the airline, any refund/credit must also be approved by the Airline holding your funds. We sincerely apologize for any miscommunication in this regard.
If you’d please email us at socialnetwork@orbitz.com, and include the Orbitz confirmation number, I’ll be happy to investigate this airline refund issue further for you. Thank you for reaching out. We look forward to receiving your information.
Sincerely,
Lynne
Orbitz Customer Relations
Chicago, IL