Report: #1006237

Complaint Review: Orbitz

  • Submitted: Wed, January 30, 2013
  • Updated: Sat, February 02, 2013
  • Reported By: Claudia — Fort Greely Alaska United States of America
  • Orbitz
    500 W. Madison St., Suite 1000
    Chicago, Illinois
    United States of America

Orbitz $4695.01 Charges on my Bank Account without vacation Chicago, Illinois

*Author of original report: E-mail send to Orbitz, Att. Shalon

*UPDATE Employee: Your Recent Orbitz Experience

Show customers why they should trust your business over your competitors...

On January 29th, 2013 i looked in to booking a vacation trough Orbitz. I finally found a flight/hotel package to my likings and budget, entered all the information needed (including passenger names, DOB and sex) and finally the CC information. After clicking 'send' i got this message:
"We are unable to complete your transaction.  Please re-enter your information or choose a different
card.  If you are still experiencing difficulty, please call Orbitz Customer Service."
(BTW, Same thing happened with Expedia yesterday) So i check my Bank Account and find this:

CHICAGO MNUS    $2,574.90

888 65646 ILUS         $2.00
I call my Bank and they suggest that my limit is not enough for the booking to go through. I then increased the limit to 5K and call Orbitz back to explain of what had happened. The customer representative was nice and was trying to help. We got all the information back in to set up the package again and it failed to go trough again -by then i was in tears-. She mentioned that the Orbitz system is updating at the moment and thats why it did not work. I also have to mention that my flight was supposed to leave the next morning at 8.50 am. She then tried to book the flight and hotel separate starting booking the flight -did not work. I mentioned to her that my bank limit is 5K and Orbitz charged my account already for $2576.90. However she proceeded to book the hotel and set up the reservation for tomorrow -01/30/13- Charges to my account where made of $2118.11 right away. She was unable to book the flight and she was unable to connect me with a supervisor even after several attempts. The customer support lady asked me to call my Bank again to have them take the $2576.90 charges from Orbitz off. After calling my bank again and explaining the situation, the Bank rep was unable to help but suggested to try charging the flight in 4 hours to my account since the other charges ($2576.90) should just fall off after 12.00am and it also will  restart the limit of 5K. The Orbitz lady seemed mad at my Bank for not helping me and tried again to contact a supervisor, requesting me to stay on the line and verified my phone number in case we get disconnected, and got no response back. Finally after almost 2 hours she exclaimed that is is now connecting me with the department dealing with money issues. I was on hold for about 30 minutes when i finally hung up the phone and called my Bank to request the money back charged from the Travel Agencies. A claim is being filed right now. I called my Bank rep this morning and she mentioned that it should be no problem as long as there was no booking made. -so the Hotel that was booked for $2118.11... what now?
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#1 Author of original report

E-mail send to Orbitz, Att. Shalon

AUTHOR: Claudia - (United States of America)

Addition -to above-:
from 01.31.2013: My Bank Statement shows that the first charges of $2574.90 are gone now. Still 'pending' are the $2118.11. I hope you can help me resolve this issue. I dont have the time to be on the phone for over 2hours anymore. I wasted so much time of my (not covered) days off work and money. MFGClaudia

Also on February 1st we received a call from Orbitz asking why i didn't check in the hotel. My husband explained everything yet again. This person will look in to that -thats all.
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#2 UPDATE Employee

Your Recent Orbitz Experience

AUTHOR: Custrelsgal - (U.S.A.)


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 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.

Orbitz Customer Relations
Chicago, IL
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