JC J.

I purchased a vacation package in advance for the price and assurance for August 2019 from Washington DC to Cancun for 3 adults and 7 years old and 2 month old. Since I had my two kids which included the 2 month old, I made sure to purchase non-stop flights both ways even though one stop flights were cheaper. This morning, several weeks after the purchase, I got an email from Delta saying my inbound non-stop flight had been split into two separate flights making my 3 hour flight to a 10 hour flight with a stop in between. I called Orbitz who blamed Ameromexico; Ameromexico blamed Delta and Delta blamed Orbitz for selling a flight which was not there to begin with and described the sale as a bait-and-switch.

So, I called Orbitz again and they would not take responsibility, forget about helping their customer in some way. They kept on offering me canceling the flight and getting me a full refund which Delta would have done it without any objection as the flight interrupted by more than 90 minutes. Orbitz failed to take responsibility for selling me a package and not standing behind it. Now, the new direct flight had gone up where I had to pay additional $500 if I were to buy a different direct flight. After going through hoops and speaking to 5 different reps and managers, Orbitz finally transferred me to their corporate office at my continuous demand where I spoke with Marline (One of the managers) who at first had the same answer "it's not us, it's the airline and I have no control over what they do". However after staying in line with her for an hour and explaining my situation, I believe she finally came to terms that I was ripped off and offered to split the extra cost that I would have to pay to buy a new direct flight. After spending so much time and energy, I took that offer and called it a day as I had drained all my energy. I bought new direct flight with her and she cancelled the Delta flight but guess what? It takes up to 8 weeks for me to get my refund; drama never ends. Been buying vacation package with Orbitz and Travelocity for years but this was one the worst incident and example of an awful business practice as well as dreadful customer service- time to wake up Orbitz.