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I have been using Orbitz since 2008. In the beginning, they treated me really well. Even canceling flights and hotels was annoying, but the reps were kind and tried to help. A lot has changed.
Today I am resolving today to NEVER use Orbitz again. In the last year, I have found dealing with Orbitz customer service to be a nightmare. Ideally, of course, I would never need to call customer service, but when you have to, it's hard to find worse than Orbitz.
I just tried to cancel a round-trip flight which it turns out Orbitz booked as two one-way flights. Because of that, the airline wants me to pay 2x the cancelation fee. I don't think I should have to do that. I thought I was booking a one-way flightI booked it at the same time on the same airline and Orbitz presented it to me like a round-trip flight when I paid for it.
I talked to two customer service reps who did not speak to me like a human being or try to understand my problem or solve it in any way. They just read me their Delta handbooks and told me that I should be grateful that Orbitz did this to make the flight cost lower. Orbitz absolutely has the ability to mitigate the cancelation fee if they wanted. I booked two identical flights, and in the past they have helped me out in this way.
I've been sticking with Orbitz for a long time just out of habit and because they have all my info saved, but they aren't good any more. I think they're still helpful with cars and a mess with flights and hotels. And they certainly don't care about my loyalty, so there's no reason to stay. There have got to be better services out there (Southwest, which doesn't charge cancelation fees at all, comes to mind!). This service has jumped the shark.
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