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Orbitz.com Complaint - Unreliable agents system
Orbitz.com Complaint

Orbitz.com Complaint


Unreliable agents system

To whom it may concern

My father booked these tickets on my behalf and we were due to fly to Kathmandu on the 30th August how ever after the earthquake we had to revise and cancel our trip.
June 19th my father first made contact with Orbits to have the flights refunded how ever you would not honour this request and he was referred onto the travel insurance he had taken out with Allianz, after further discussion it was made clear that the policy did not cover natural disaster.

After he was told about this he then got back in communication with an Orbitz agent whom advised he could change the tickets, how ever as it wasn%u2019t booked under his name, I was then to call Orbitz and discuss the options. After hours of online searching and many messages with my father I managed to find a phone number that worked from Australia.

I spoke with an agent about the situation, she was very helpful and said yes I could change the flights for a cost or $201, we had discussed I wanted to change the flights to New Zealand, Queenstown departing June 1st 2016 I was advised that this was all a go how ever I had called out of Malaysian airlines opening hours. I was told to call back again the following time at 9am, I proceeded and called back 9am the following morning I then got a different agent again whom told me I was miss informed and that my father had to give me authorisation to change these flights. I then communicated with my father once more and informed him of the information I was give by this time he was in Thailand.

By this time, I had not boarded my flight and I was marked as a no show. However, my father spoke to a Malaysian airline (30.08.2015) representative whom advised him if I Bridie called and explained and also quoted the ticket locator number K4YFT they would let me use my return travel to book new flights.

I called Malaysian Airlines once more and explained however I was yet again told I needed to sort it with Orbitz as they took the payment. So I again called Orbits and spoke to and Agent by the name of Ronald whom advised me I had been tagged as a no show and my return flight had been cancelled how ever he would call the airline and see what could be done.

From the 31st August to the 4th September I called 16 times each time earlier and earlier in the morning eventually waking up at 12pm Australian time to talk to Orbitz agents, I was being told I could have my tickets changed how ever they needed to be used before 11th Feb. 2016 I was ok with this and had changed the leg of my flight to only Perth to Phuket late Jan. However, the cost was coming under the credit I had I then asked if it was a return flight she was unsure and said she needed to check with the airline however yet again it had taken so long to discuss this when the agent went to check with the airline it was closed, I asked for her to make sure it was on my file as to what was happening and that all I needed to do was call back and verify the flight%u2019s.

I called back the following morning and again got a different agent who informed me I was yet again miss informed I could not get any flights as it was a no show after he spoke with the airline he then came back and told me I could apply to have a refund of the unused taxes. As I have been on the phone for the last few months%u2019 endless hours used I was fed up and agreed to the application.

I am appalled in the service of Orbitz and its staff I have never had this much trouble with a booking and wish to pursue this further I have been advised I have the right to take this matter to the Orbitz better business bureau.

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Cheapticketsgal says: (3 years ago)
Hi, bridiegillard,
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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