Complaint Review: Orbitz - Internet
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- Author Not Confirmed
- Orbitz Internet USA
- Phone:
- Web: www.orbitz.com
- Category: Travel Services
Orbitz.com Fraudulent Car Insurance package Internet
*Author of original report: Re: Orbitz
*UPDATE Employee: Your Recent Orbitz Experience
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I recently bought car rental insurance through their site, and when I arrived at the Budget rental car office at Quito international airport in Ecuador, they refused to accept it. When I called for help the lady told me it wasn't Orbitz's problem and that I had to call the insurance company (Allianz Global Assistance) directly.
This would be fine except for that I did not have a calling card, and was using Skype to call, which kept going out on me. When I did call them they told me I had to go through their website and fill out a form. I did so and never heard back from them.
This incident and others I discussed with other travelers made me painfully aware recently that most overseas vendors either don't honor Orbitz's products, or require the customer to go through multiple levels of support to get assistance.
Lesson learned: Don't rely on Orbitz products for your travel needs outside of the United States, and don't expect them to assist you other than marginally.
I find it unacceptable that they offer a service that is not universally honored by vendors that they host/feature. Either offer something that is universally accepted or don't.
Other issues with Orbitz:
- Telephone customer service reps. Their English Language skills are appalling.
- Insensitivity to travelers who are overseas and calling on skype. They ask you for a call back # to get back to you after a few hours to get an answer. I don't need to tell anyone what a pain in the a*s that is. Also, if you are calling on skype, there is no call back number!
- Lack of a rational customer service business model. They should make it common practice to work an issue to its conclusion and email the customer, instead of making them wait over an hour while they resolve the issue.
Orbitz has a very amateur operation, it is shocking to me how badly it is run.
This report was posted on Ripoff Report on 12/04/2013 01:08 PM and is a permanent record located here: https://www.ripoffreport.com/reports/orbitz/internet/orbitzcom-fraudulent-car-insurance-package-internet-1104332. 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content
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#2 Author of original report
Re: Orbitz
AUTHOR: Doug - ()
SUBMITTED: Wednesday, December 04, 2013
Thank you for responding to this. However, I have been through this wringer already with Orbitz and spoke with management about it to little avail. I was offered some minor compensation for this incident, but I really don't care about that. While your other services such as air and hotel are great, when it comes to rental cars and insurance you failed miserably in my case.
For your benefit, this is based on Incident: 131114-000197.
While I was in Ecuador Orbitz put me in an extremely difficult positon; I was in an underdeveloped country, my spanish language skills weren't that great (rental car people spoke no english), I had people waiting for me back at the hotel (with no way to contact them), I was forced to put a $6,000 hold on my credit card, and I was trying desperately to get assistance for several hours from Orbitz, only to be told I couldn't be helped. They kept telling me that they would call me back, even though there was no number to contact me at.
I had to practically beg the supervisor I talked to to try to contact Budget's corporate office and the airport desk; when they did they told me there was very little they could do on their end. So essentially the insurance product offered by Orbitz was worthless. I was extremely stressed out the entire time I had the vehicle, I was afraid any little ding would leave me bankrupt.
I am working with my credit card company to get my money back.
Regardless of what Orbitz claims, under contract law Orbitz has a legal responsibility to the purchaser while acting as the de facto agent for the insurance company whose product they sell on their website.
I don't think contacting you again will do any good. This is why I am posting this on this site to warn off others from purchasing car insurance from your site.
#1 UPDATE Employee
Your Recent Orbitz Experience
AUTHOR: Custrelsgal - ()
SUBMITTED: Wednesday, December 04, 2013
Hello,
My name is Shalon, and I am part of the Orbitz Customer Relations Team. We want to learn more about your experience so that we can address the issue. Please email us at socialnetwork@orbitz.com and enter my name in the subject line, so that I can investigate further.
Thank you for your patience, and I look forward to hearing back from you.
Sincerely,
Shalon
Orbitz Customer Relations
Chicago, IL
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