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Orbitz.com Support Ticket - Misleading Information and Abhorrent Customer Service

Orbitz.com Support Ticket

Misleading Information and Abhorrent Customer Service

Created By: tbezerra's Picture tbezerra Last Reply: tbezerra's Picture tbezerra
Priority Level: [High] Status: [Open]
Created: 5 years ago Last Updated: 5 years ago
Department: General Replies: 0

My husband called Orbitz on May 25 about an inconvenient flight change made without our permission (record #PBORB7319295814). My husband requested to be changed to a flight some other members of our party had been put on instead, but my husband wasn't sure which airline the new flights were. He suggested they might be under US Airlines, and the representative told my husband that he would not be able to make that change since it was a different airline. The representative did not look up any information regarding the flight - if he had, he would have seen that my husband was incorrect, and the airlines were the same.

The representative was able to change our flight to a less inconvenient trip, but he told us that we could call back to have the flight changed to the trip we initially requested if we could provide our family's Orbitz record locator (for the flight our family successfully changed). He never clarified whether or not this "second change" would incur any fees, but his demeanor suggested we could just call back and make the change quickly and easily.

When we called back 2 days later, we were informed that if we changed the flight to our initial request it would incur a change fee. The supervisor we spoke with was hostile, rude, and interrupted us many times (badge #38686).

Ultimately, our complaint is that the representative did not look into our initial request, and provided misleading information (that we could call back and have our flight changed without repercussions). Had we known it would incur a change fee to take the suggestion of the representative, we would not have accepted. Our goal is to now get the flights changed without incurring the change fees.


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