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Mary H.

Contributor Level

Total Points
80

1 Review by Mary

  • Orbitz

6/20/17

If buying airline tickets through Orbitz (Expedia). Great prices if things go right Butif not their customer support is the most ridiculous thing that I have ever dealt with. Their company will transfer you between agents all day hoping you will give up. You will never receive the same answer from any two agents. You can ask to talk to their supervisor at any time but be warned you will be on hold for at least 40 minutes, each time you go up a level in support, you will need to tell the new person the whole request again. They will repeatedly ask you to reply to the email they send you (dont let them hang up during that time as you will need to start all over again when the email never comes). Once you get the email you will be instructed to reply to the email (can t copy and paste into a new email) with supporting documentation with your confidential information and receipts. You will never hear from that agent or Orbitz again. They will tell you they havent received the email yet, they hang up and you will never hear from that agent or Orbitz again. They will not call you back as promised. Every time you call, this action will be repeated, they will give you a fax number, dont bother to send anything as they will not get that either. Finally, you will be denied access to the agent you have been dealing with and will need to start all over. You will never be given a phone number to contact them directly. While on hold most times over 1 hour, no one will let you know how much longer, you will be forced to listen to crackly music. If you need to really talk with them, dont give up at this point as you will just need to start again. Be sure to clear all 8 hours each day for at least 4 days. You will not be given a break as their agents are. You will be expected to answer within 3 seconds when they come back on the line and if you dont answer, they will hang up on you and you guessed it, back to the beginning. For my simple problem, it was 4 days, 8 hours each day gathering information, talking to agent after agent and faxing and emailing and preparing all your proof. You will finally give in as I did. Trust me it is not worth the few dollars you save booking through them. Airlines directly from now on. And this isnt even a complaint about the original problem which, you guessed it, was Orbitz fault.

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