• Report: #1157057

Complaint Review: Orbitz

  • Submitted: Tue, June 24, 2014
  • Updated: Tue, June 24, 2014

  • Reported By: JustPlainWrong — Harrisburg Pennsylvania
Internet USA

Orbitz incompetent at best Internet

*Author of original report: Really, the policy comment?

*Consumer Comment: That is not what you agreed to..

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My wife and I had a flight and car package booked through Orbitz.  The car rental portion is through Dollar rental.  We had an unforeseen situation come up in which case my wife would need to drive the rental car instead of myself. Sounds like a simple change right? 

I call Dollar rental first and understandably they say they can't make that change to a reservation booked by a third party, it has to be Orbitz that can make that change.  I call Orbitz.  The customer service rep says they can't make that change and it has to be Dollar rental.  I explained that I just spoke to Dollar and they said it has to be Orbitz.  She puts me on hold and contacts Dollar then comes back and says she can't change a name on their computer.  Ummm.. really? It's a computer, and I'm quite certain you can change a name on it.  Instead she claimed they would have to cancel the reservation entirely and charge the cancellation fee, then re-book it and no surprise.. it would be 3 times higher now.  I explain how ridiculous that is and the customer rep hangs up on me.

I call Dollar rental back just to inquire about how easy it would be to make this type of driver change.  They said according to their contract with Orbitz, Orbitz could make the change and they would honor it.


So I call Orbitz back and once again the customer service rep says it's not possible to change a name in the computer and would have to cancel the reservation.  I asked to speak to a supervisor at which point I was put on hold for an eternity before understanding no supervisor was ever going to pick up. 

Of course I got no where with Orbitz, just a bunch of " We can't do it" responses and no help whatsoever other than wanting to charge me 3 times more for the same exact reservation.. just a simple driver name change from me to my wife.  Why such a big deal?  I can't stand incompetent people with "I can't" attitudes.  In a common sense situation like this, you make it happen, this is how a business wins over their competitors, they know how to make a name change in their own computer system. 

I am now at a loss and forced to pay $400 more just so my wife can drive instead of me.  Complete absurdity and I will NEVER be using Orbitz again.  This is beyond ridiculous to me, it's just an attempt to rape their customers on unnecessary charges for such a simple change.  And if it's not that simple to just change a drivers name to their spouse, then please.. someone at Orbitz enlighten me on a more sophisticated response than "We can't change a name in the computer. "  If you can put the name into it to begin with, you sure as h*** can change it.

This report was posted on Ripoff Report on 06/24/2014 08:46 AM and is a permanent record located here: http://www.ripoffreport.com/r/Orbitz/internet/Orbitz-incompetent-at-best-Internet-1157057. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 Author of original report

Really, the policy comment?

AUTHOR: JustPlainWrong - ()

I do not know of any company that sticks to their policy 100% of the time.  Every company knows a situation may come up where they have to go outside of those guidelines, which is really all that policy ever is, a set of guidelines.  A reasonable business would understand the situation, make the change if it is not completely unreasonable in order to protect the integrity of the company and keep repeat business and referral business.  In this case, come on, really.. it's just a driver change from husband to wife, let's not get to crazy on policy over this. 


I was willing to pay to add her as a driver, or for a driver change if it was a reasonable fee.. but they didn't even give this option.  The only option was to cancel the entire thing, pay the cancellation fee, then rebook the rental at the current rate which is over $200 higher.  This also makes no sense to me as the reservation date/time/place is not changing.. they are basically saying, everything is exactly the same, but were going to have to charge you a ridiculous fee to switch drivers.  If you think that is ethical despite so called policy that is never 100% enforced by anyone, I have nothing further to say to you.


Simply, it is not the right thing to do to someone. And this is what happens.. the company will lose more money in the loss of their customer, then the little bit of time it would have taken them to just change the name on the reservation. 



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#2 Consumer Comment

That is not what you agreed to..

AUTHOR: Robert - ()

 In a common sense situation like this, you make it happen, this is how a business wins over their competitors, they know how to make a name change in their own computer system. 

- In all honesty you didn't agree to a "common sense" reservation.  You agreed to a non-changeable, non-cancelable, non-refundable "all sales final" reservation.  Yes...it was in those terms you agreed to when you made the reservation whether or not you actually read them or not.

Yes they "could" change it, and when you think about it they could even cancel it or do just about anything they wanted to.  But again that is NOT what you agreed to.  As unfair as you may think this is, it is fairly standard.  As an example go to ANY airline site and purchase a discounted fare.  Now, go back a week later and ask to switch the name to someone else.  In your "common sense" mind you would say that is no problem after all they are still taking a passenger on that date on that flight so they should be able to change.  Well when you find out the reality...you may be in for a shock.

This is also why for things such as Car Rentals and Hotels I NEVER book with a 3rd Party and NEVER Pre-Pay.  It may not be the lowest rate because I am not agreeing to the policy, but then if I have any issues I deal directly with the company and am still able to cancel my reservation without penalty.

Now, I will add one thing you may want to try.  Perhaps the rental car would allow you to add your spouse as an Additional Driver.  If they do there may be a fee, but that fee would be significantly less than an entirly new rental.


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