S J.

Reserved a car online thru Orbitz. Itinerary states to pick up car at USAV car rental. Spend (1.5 hrs) here and due to complications I ended up not renting car. The next day, Orbitz charged me $132 for insurance and USAV charged me a an unknown service of $25. That same day, I wrote Orbitz online customer service to explain situation, look up email confirmation, itinerary #, etc and to request a refund of both charges (20 min). Frustrated and With no response after 3-days, I phoned Orbitz rep who informed me that the reservation should have been automatically canceled without charges if car was not picked up. Unfortunately, we were cut off before he could assist me further (15 min). I called back and had to explain the issue again. This time the Orbitz rep placed me on hold while she contacted USAV to verify that I did not rent with them. Then she informed me that she had to send an emai request to the "on-line team" to process the Orbitz insurance and this would take 2-4 days. She further stated that I had to call the USAV supervisor to resolve the $25 charge. As I waited while she composed her letter, I though to myself, Why do I have to follow up? Orbitz does business with USAV and should do the follow up. I also thought, Why can't I contact the "on-line team" directly to expedite my refund? I expressed my concerns so she had to revise her email to also follow up with USAV. I was quite upset at this point so I was offered a $25 coupon for my next visit which I declined. I told her that I did not intend to use ORBITZ in the future. (33 min). Rating 2: The phone representatives were courteous