• Orbitz

2018 CUSTOMER CHOICE AWARD

Orbitz

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Overview

Orbitz has a rating of 3.26 stars from 461 reviews, indicating that most customers are generally satisfied with their purchases. Orbitz ranks 26th among Plane Tickets sites.

  • Service
    47
  • Value
    47
Positive reviews (last 12 months): 0%
Positive
0
Neutral
1
Negative
11
13
See all photos

What reviewers want you to know

Positive highlights

Critical highlights

  • Never in my whole life have I experienced such TERRIBLE customer service on not one, but TWO occasions.
  • Our total came to $703.58 because EC Nextcar refused our $91.00 insurance, refused our credit card coverage insurance.
How would you rate Orbitz?
Top Positive Review

“Orbitz is great but Expedia sucks! Expedia now owns orbitz”

kim l.
1/16/23

I have used Orbitz for years and have been satisfied with their service. However, on Jan 9,2023, I tried to book a local hotel because of the evacuation in our area, the price went up shortly after the evacuation order was in effect! When Expedia's software detected an increase demand for hotel rooms in our area due to an evacuation, they increased the room rate! Expedia ripped people off when they are suffering life threatening and disasterous life experiences. The price gouging is extremely unethical and insensitive! Book directly with the hotel!

Top Critical Review

“Thieves and Crooks”

Scott H.
9/29/23

Orbitz has cheated me out of $328.23. They have misrepresented their services by not making it clear when renting a car per their website function of Car Rental Only that a Flight would be needed otherwise they could steal your money without consideration of the customer's uncertainty of the rules and regulations provided, especially in the process of using their website that allows Car Rental Only selections.

Reviews (461)

Rating

Timeframe

Other

Reviews that mention popular keywords

customer service (65) credit card (20)
Thumbnail of user scott.hallal
1 review
0 helpful votes
September 29th, 2023
Verified purchase

Orbitz has cheated me out of $328.23. They have misrepresented their services by not making it clear when renting a car per their website function of Car Rental Only that a Flight would be needed otherwise they could steal your money without consideration of the customer's uncertainty of the rules and regulations provided, especially in the process of using their website that allows Car Rental Only selections.

Tip for consumers:
Orbitz has cheated me out of $328.23. They have misrepresented their services by not making it clear when renting a car per their website function of Car Rental Only that a Flight would be needed otherwise they could steal your money without consideration of the customer's uncertainty of the rules and regulations provided, especially in the process of using their website that allows Car Rental Only selections.

Products used:
Car Rental

Service
Value
Returns
Quality
Thumbnail of user zaidm9
1 review
0 helpful votes
January 18th, 2024

They are a total SCAM - Charged me $2400 but no ticket or booking number - AND it does not show on their system!
They are a total SCAM! Beware of using them or buying tickets on their site - no matter what you might think you will be saving on tickets. I used to book through Orbitz for all my family tickets for the past 8 years, but in the last 3 years or so they have gone steadily from very lousy to downright SCAM. The past two years I had legs of my son's flights cancelled, without notification, and when my son takes the first leg of the flight he finds out the the middle or last leg of the flight was cancelled months ago! He would get stuck at the airport trying to figure a way to get home for the holidays, The chat support just says CONTACT THE AIRLINE - so NO SUPPORT Whatsoever.

THE DISASTER THAT COMPLETELY BLEW MY MIND WAS YESTERDAY, THEY CHARGED ME $2600 for four family members tickets to Greece. Charge goes through, My credit card charge alert on my mobile verifies the transaction (6 transactions in total with the extra baggage from Aegean Airlines). The window takes an unusually long time to verify the transaction (goes through 3D Secure and is verified) Window closes and I think that I an done buying the tickets - WRONG

I never get an email confirmation, and I cannot see my booking on my account. Once I start panicking and try to contact them the horror story unfolds - YOU CANNOT get through any of their phone numbers without the itinerary number - which I did NOT get. Spent 2 hours trying all options,
Then comes the live chat support - SCAM UNFOLDING - the chat agent (Jojo L) said that there is NO record of my airline tickets booking. AT FIRST SHE SAID SHE SAW A TRACE OF THE CREDIT CARD TRANSACTION BUT THEN SHE SAID THERE IS NO RECORD. She said I should contact Aegean Airlines, which I did, but there was no ticket booked on their system because the transaction was done through Orbitz, So Aegean said I should go back to Orbitz, which I did, and the agent again said there was nothing she can do because there was no record of the flight itinerary
Meanwhile $2400 just disappeared from my account and got charged to my account. THEY did the transaction through Orbitz system, at least they could give me the transactin details so I could go back to m y bank or airline. NOTHING, NADA They were as cold and bad as they come. TOTAL SCAMMERS! NEVER BOOK WITH THEM AGAIN! You are far better of buying directly from the airline sites.
Date of experience: January 17,2024

Service
Value
Quality
Thumbnail of user kiml1147
2 reviews
2 helpful votes
January 16th, 2023

I have used Orbitz for years and have been satisfied with their service. However, on Jan 9,2023, I tried to book a local hotel because of the evacuation in our area, the price went up shortly after the evacuation order was in effect! When Expedia's software detected an increase demand for hotel rooms in our area due to an evacuation, they increased the room rate! Expedia ripped people off when they are suffering life threatening and disasterous life experiences. The price gouging is extremely unethical and insensitive! Book directly with the hotel!

Tip for consumers:
check the price with the hotel directly before you book on expedia!

Thumbnail of user ntfish3
1 review
0 helpful votes
December 13th, 2023

Had booked a motel on Orbitz via my phone a couple of hours before arriving at a motel. After arriving at the motel, they told us they had no reservation for us. We soon discovered the reservation had been made for two weeks down the road. The motel told us they could make a reservation for us but we would have to contact Orbitz to get any kind of refund for the future reservation. We then went back to my phone to make a new reservation at said motel since it was cheaper than reserving directly through the motel. Thinking it was all my fault for the mess up, I tried Orbitz again. This time I noticed after I had sent the reservation info it had changed the date on me to two weeks in the future. I hadn't noticed this the first time, so I had confirmed it that first time. We then tried my wife's phone and it was doing the same thing. I contacted Orbitz about this and they said there was nothing they could do, so no refund for the booking of the future reservation. I have been a faithful Orbitz customer for 18 years but have ended my relationship with them. I will now patronize Expedia, which is the company I ended up using due to Orbitz website screwing things up.

Thumbnail of user lindsayt104
1 review
0 helpful votes
May 26th, 2022

So far I have had a great experience with Orbitz and thrifty in trying to organise a car for me in lax for next week. Very happy as I don't have a credit card but do have a visa debt so they were happy to do a deal with that so looking forward to driving in USA thank you all

Thumbnail of user jacks1776
1 review
0 helpful votes
August 15th, 2022

I booked a car rental on Orbitz, using my phone and, somehow, the wrong dates were entered. I called Orbitz just to change to the correct dates but, since I had booked a non-cancelable, non-refundable rez, they wouldn't accomodate my request. I didn't want my money back, I just wanted to change the dates to the correct ones. No matter how many times I spoke but got the same reply and lame apologies. They stuck to their policy like robots, not thinking, sentient human beings who could have seen the mistake and accomodated me. I had to book through Priceline and eat the money I paid Orbitz. I won't ever use them again.

Tip for consumers:
Be aware of their policies- they won't deviate from them.

Products used:
none. I made a car rez that I didn't use

Service
Quality
Thumbnail of user jefferyf42
1 review
1 helpful vote
May 20th, 2021

I attempted to use my airline credits to rebook a flight. The customer service agents were rude and ineffective. I talked to six agents within two days. One agent obtained my details and then proceeded to put me on hold for over 30 minutes with no explanation. Another agent insinuated I was a liar after I told them I had spoke to four previous agents.

Here is the real issue. You can't get a manager. I was told I would need to wait three hours. I waited for an hour before they hung up on me. This is a common complaint that you will read on other reviews.
I am finding a new travel agency.

Service
Value
Returns
Quality
Thumbnail of user xhollowayartx
1 review
0 helpful votes
June 8th, 2023

Do not use Orbitz, they blatantly lied to me about my refund. I tried canceling a trip, but on several occasions making sure with the agent, "it was refundable, correct?" They assured me it was, then days later when I realized my money wasn't back into my account, they used their shady fine print.

I had used them for years, but after the rudeness, lack of transparency, and communication, I will never use them again.

Service
Value
Returns
Quality
Thumbnail of user cyrilo19
1 review
0 helpful votes
July 23rd, 2023

Since the merger with Expedia it's been one terrible experience after another. Am not sure how they stay in business. I have been with Orbitz for 15 years and the past two years has been totally a nightmare when using them. Double charges, no communication with vendors and completely useless customer service. No more!

Service
Value
Quality
Thumbnail of user samyi1
1 review
0 helpful votes
April 16th, 2023

I've been using a lot of booking websites, and I've never had such a bad experience as with Orbitz.

What happened:
I booked a car from their site, and the website needed to be refreshed, so I refreshed the page and went back to the car that I wanted and booked it however, what I didn't realize is that my start and end dates for the rental changed when the page refreshed.

Why are they so bad:
1) First and foremost, their customer service/support is terrible and rude! When reaching about my issue, instead of feeling or at least saying that they feel sorry about your bad experience, they just say, "Thanks for chatting with us — take care and have a wonderful day." When I asked for a copy of the chat, they told me to take screenshots of it when I asked if they could do it, they simply ended the chat.

2) When asked for a refund, they say that the car rental company doesn't offer a refund, but I see a charge from Orbitz and not from the rental company, and they don't want to give me a full refund even though it was an error from their site since it changed the dates on a refresh. They're blaming it on the car rental company, but I see a charge from them! Every professional company will offer you a full refund for an error that occurred on their end, EXCEPT Orbitz.

Service
Value
Returns
Quality
Thumbnail of user euklidac
1 review
0 helpful votes
August 4th, 2023

I use orbitz every year to book my flights and I needed to change my last name. I have spend over 10 hrs a including wait and started this process 3 weeks before my flight. They did not tell me to fill up 2 forms with delta and ITL, they send me an email saying name is resolved and they kept dragging me and no help! I am extremely disappointed with them, I don't know If I will make it home this year.

Service
Value
Returns
Thumbnail of user mechelles13
1 review
3 helpful votes
September 19th, 2021
Verified purchase

I have booked a room at Days Inn via Orbitz while traveling through Troy Alabama. When I arrived to my room and turned on the lights cockroaches scattered. I went to the front deck and canceled my reservation. Now I'm fighting with Orbitz for a refund. I cannot believe in all my years of using Orbitz that they would have this hotel as an option. The hotel was unsanitary and disgusting. I couldn't stay in the room any longer to get more pics.

Tip for consumers:
Do not use Orbitz if you expect help in resolving issues

Products used:
Travel

Service
Value
Returns
Quality
Thumbnail of user tinan328
1 review
0 helpful votes
January 3rd, 2023

I absolutely HATE orbitz. I purchased flight tickets, but cancelled them for a refund. The website stated the incorrect date, causing me to miss the actual expiration date. When they fixed the problem, they still didn't let me book new flights with the refund eCredit. I followed all the guidelines. They told me to contact the airlines, but the airlines told me that Orbitz should have resolved the issue since the transactions were through them. Customer service takes forever to do minor tasks. Please, please do not support Orbitz unless you enjoy wasting your time.

Tip for consumers:
do not use this site.

Service
Value
Shipping
Returns
Quality
Thumbnail of user zarav6
1 review
1 helpful vote
April 21st, 2023

I booked car hire and accomodation and was given a confirmation price in dollars it wasn't until just before the trip I received another confirmation with new more expensive prices as the original confirmation was in American dollars not Australian
If im booking in Australia for an Australian trip I expect to be quoted in Australian dollars or at least be told the dollar value was American not Australian. I have been left with no choice but to continue my booking as iys too late to get somewhere else. I contacted customer service who were absolutely useless

Service
Value
Returns
Thumbnail of user robertm1004
16 reviews
101 helpful votes
December 24th, 2020

I've used Orbitz a couple of times now to find air and hotel travel combined. The choices are always too many to count. The preferences I have can be built into platform. I even cancelled once and they refunded my money. All and all it is a useful online tool that saves time searching out destinations.

Thumbnail of user robertp3497
1 review
1 helpful vote
April 16th, 2022

More than a month ahead, I booked premium economy tickets to NYC -- including specific seats. I have it in writing. But I don't have those seats, it turns out, because Orbitz never confirmed the seats with the airline. Instead of the window and aisle that I booked, we'll be in 2 middle seats -- obviously not together. Orbitz is very apologetic -- and agrees that it's their fault -- but they're not prepared to do anything to remedy the situation. The lesson is clear: skip Orbitz and book directly with the airline.

Thumbnail of user johannel31
1 review
0 helpful votes
April 4th, 2023

We rented a car for Costa Rica. $249.98 including taxes and fees. We took the $91.00 insurance for a total of $340.98. Once over there at EC Nextcar rental, it was a different story. Our total came to $703.58 because EC Nextcar refused our $91.00 insurance, refused our credit card coverage insurance. We were bullied into taking their own insurance, with an attitude and with the clear statement that we paid that amount of we were not leaving with the car. Looks like this can happen anytime when you book a car through Orbitz because that is the vendor decision and Orbitz takes NO responsibility for the fact that it nearly tripled our car rental pricing. To me, that is false advertisement. The vendor shows a low rental price but make its money by charging you extra, once you are over there with no power to walk away and find another car on the spot. I am not impressed to say the very least. Orbitz did refund the $91.00. The Orbitz rep on the phone was of no help. He promised us $25.(what a joke) for the trouble... that was it and we never saw the $25! No more car rental booking on Orbitz for me.

Tip for consumers:
I will from now on, always book my car rental directly with the vendors, so that I get the REAL total cost, upfront.

Products used:
Car rental

Service
Value
Thumbnail of user kathleenm833
1 review
3 helpful votes
July 27th, 2020

I had to cancel 5 hotel rooms in Italy due to cancellation of wedding. Canceled and got money back with extreme ease. Great job!

Thumbnail of user mfoote.personal
1 review
0 helpful votes
September 11th, 2023

Flight was cancelled, getting our refund has been like pulling teeth. Will never work with Orbitz again, they act as an obstacle to talking to the airlines directly which would be so much easier in receiving our refund.

Thumbnail of user huongl2
2 reviews
4 helpful votes
November 24th, 2022

Total scam! Avoid at all costs!
I have called them months before to change the departure date and they sent a confirmation email about the changes with confirmation date, time and itinerary booking numbers. But on the departure date we were at the airport, we found out that orbit did not book us in yet. The system automatically canceled my booking I don't know why. When we asked them to book us another soonest possible, They said there are no economy tickets left on any days in the future. But I checked on Orbitz website there are many flights available.

Thumbnail of user jennifert1357
1 review
5 helpful votes
July 27th, 2021

They tell you there's free cancellation within 24 hours for your package deal, but they don't tell you that their cancellation process is horrible. I had to call one airline myself and was charged a cancellation fee. THEN, Orbitz will not offer ANY refund for the rental car even though they charge you for it up front and I cancelled within 24 hours (and WEEKS from the trip). This is the worst customer service I've ever seen and I will never use Orbitz again.

Tip for consumers:
NEVER book a package deal or anything through Orbitz.com Go directly to the airline or rental agency.

Products used:
I just lost my money.

Service
Value
Returns
Quality
Thumbnail of user anthony.tennenbaum
1 review
0 helpful votes
April 12th, 2023

I tried to book a flight and car the system told me it didn't go through so I had to restart. I was able to book the flight and car the 2nd time for $661.49. The next day I check my bank and Orbitz had hit my bank with a total of $1730 between deductions and Pr-authorizations. I noticed that everything was doubled and some didn't make sense. I called them they said I double booked but one didn't go through(the one with system error, was understood by software it didn't do anything). I told them to cancel everything because their service wasn't good and it was a huge hassle to deal with them. I got the refund emails and they totaled 402.49 that is correct because others come from the airlines. Problem is they took out 804.98 and kept arguing with me about that fact and tried to convince me that only 402.49 came out. They refused to let me speak to a supervisor on the phone and online chat. I am going to have to go through the bank to get my other 402.49 back. I would never use Orbitz again, worst customer service ever. Very rude and wouldn't even listen barley let me try to explain.

Products used:
Went to Kayak.com

Service
Value
Shipping
Returns
Quality
Thumbnail of user lorienm
2 reviews
11 helpful votes
February 7th, 2019

First I reserved this car through Orbitz and the total was $162 then when I actually picked up the car it was going to be $534 and after I drop the car off and got back to the States 4 days later they charged a $200 deposit for a total of $734. When I called and asked they said," you signed for $534 we can't charge any more than that. " First they said they would credit the deposit back during the next billing cycle then by the end of that conversation they said, no they didn't owe me any money back. Then they just acted like they couldn't understand my English all together so I hung up and called the corporate office in Mississippi. I spoke to a woman who assured me that she would file a complaint and somebody would get back up with me. 5 days later I hadn't heard from anybody so I called again and filed another complaint with someone else, never heard from her either. It's been 2 weeks since I dropped the car off no one has bothered to call me back and they have not returned my $200 deposit. So I've paid $734 for a rental car that I was told would be $162 before I went to pick it up. I should have read the reviews before I book the car. This place is a nightmare, they're frauds and scam artists. If Orbitz doesn't know any better in advance that this is the way this place runs they shouldn't be using them on their website as an option.

Thumbnail of user dianab1224
1 review
0 helpful votes
March 26th, 2023

If I could give zero stars I would. I booked a flight with them months in advance. My flight times have been change multiple times leaving us without time for the connections. First time I was with them 4 hours in the phone until they finally put us back in our original flights. The most recent changes once again does not give us enough time to connect. The airline says they cannot do anything because we booked with Orbitz, Orbitz, and Orbitz says that the changes were processed by the airline and they cannot fix it. I wont be using Orbitz again.

Thumbnail of user franciss220
1 review
0 helpful votes
June 15th, 2022
Verified purchase

After booking car hire through Orbitz I had to cancel.
I payed a booking fee of 143USD. They advertise free cancellation, very good I thought. The company sent me an email stating that they had refunded my bank account, this was not so. My bank told me no such refund had been made. After two months of trying to resolve this to no avail I have been left without my money. It is very difficult to contact Orbitz if there is a problem, no email etc. My advice to you all is not to use Orbitz they are very dishonest. I will never use them again.

Tip for consumers:
Do not use Orbitz, if you have to cancel I wish you luck in trying to get a refund.

Products used:
Car hire

Service
Value
Returns

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3.3
461 reviews
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