- Report: #1157057
Report - Rebuttal - Arbitrate
Complaint Review: Orbitz
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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