Pricey Travel TROUBLESHOOTER: Previous August, I was intended to fly roundtrip with my two kids from Boston to San Jose on JetBlue Airways. I experienced booked the flights as a result of Orbitz. I was applying a ticket credit rating from a JetBlue flight canceled at the begin of the pandemic.
When I obtained to the airport with my family members, JetBlue experienced no document for these flights, even even though we experienced affirmation quantities for the tickets.
I tried using to get in touch with Orbitz. The phone calls disconnected two times, and we experienced to phone back again and get started the conversation with a person new. Sooner or later, a representative told me there was practically nothing they could do for us at the time, and we had to wait around for a get in touch with back within just 24 hrs. I yet again identified as Orbitz, and I uncovered that the credits had under no circumstances been applied. They were being even now sitting in my account.
I experienced to acquire tickets for the following working day from Boston to San Francisco. I also experienced to guide a hotel to stay in that evening.
An Orbitz consultant requested me to deliver in the receipts for the flights and resort I experienced to reserve in get to obtain a refund. Orbitz never followed up with me. Right after the vacation, we arrived at back out to them, and they asked for ticket figures and receipts. I delivered all the details to them, nonetheless to this working day, we have gotten no response inspite of our several attempts. Can you aid me?
— Benjamin Eckstein, Natick, Massachusetts
Reply: This was a fairly difficult scenario. But let me see if I can simplify it. You had a JetBlue flight at the start of the pandemic. JetBlue canceled the flight, and you received a credit score from JetBlue by means of Orbitz, your on-line travel company. Then you tried to use the credit history for a flight in August. You booked that flight by Orbitz. It issued a affirmation quantity, which led you to feel you had the tickets. But you didn’t.
JetBlue claimed you didn’t have a ticket when you showed up at the airport. You had to guide new flights on JetBlue and a lodge. You also paid out for tickets to San Francisco on United Airways. Orbitz requested you to submit your expenses, and when you did, it failed to react to your refund ask for. And that’s what led you to me.
Usually, when an on line agency sends you a confirmation quantity for your airline tickets, you can relaxation confident that you have an airline ticket. I’m not positive why Orbitz didn’t implement the JetBlue vouchers to your new tickets.
But I am sure of this: Orbitz must have mounted your problem promptly when it understood what occurred. And by “fix,” I indicate guide you and your youngsters a new ticket and spend for a resort home if necessary. As a substitute, it just saved you on hold for hrs.
You could have contacted a shopper government at Orbitz to get this fixed. I listing the names, figures and e-mail addresses of the ideal Orbitz supervisor on my customer advocacy internet site, Elliott.org.
I contacted Orbitz on your behalf. It refunded the fare and resort remain, as promised.
Christopher Elliott is the main advocacy officer of Elliott Advocacy, a nonprofit group that allows consumers solve their problems. Elliott’s hottest e book is “How To Be The World’s Smartest Traveler” (Countrywide Geographic). Get hold of him at elliott.org/assist or [email protected].
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