SmallBizGenius Analysis

Orbitz struggles with customer service and reliability, leading to widespread dissatisfaction. Customers frequently report issues with bookings, hidden fees, and unhelpful support, resulting in a low overall rating.

Category Breakdown

Scores based on analysis of 280 recent reviews

Customer Service Issues

2.0/10

Numerous reviewers report negative experiences with Orbitz customer service, citing long wait times, unhelpful agents, and an inability to resolve booking issues. Many customers mention difficulty reaching a real person and feeling like they are interacting with AI bots.

55 reviews mention this

Booking Problems

3.0/10

Many customers report issues with their bookings, including incorrect reservations, unavailable rooms or vehicles, and discrepancies between the advertised and actual services. Several reviewers mention bait-and-switch tactics and being charged for services they did not receive.

48 reviews mention this

Unexpected Charges and Fees

2.5/10

A significant number of reviewers complain about unexpected charges and hidden fees, often discovered upon arrival at the hotel or rental car agency. Customers report being overcharged or having to pay extra for services they believed were included in the original booking.

25 reviews mention this

Refund Issues

2.0/10

Several reviewers report difficulties obtaining refunds for cancelled flights or reservations, even when entitled to them. Customers describe long delays, unfulfilled promises, and frustrating interactions with customer service regarding refund requests.

20 reviews mention this

Car Rental Problems

2.5/10

Several reviewers report negative experiences specifically related to car rentals booked through Orbitz. Common issues include being offered a different car than reserved, unexpected insurance charges, and difficulties with third-party rental companies.

15 reviews mention this

Pros & Cons

What Customers Love

Rewards program offers some value Mentioned 5x
"The Orbucks are a nice perk too."
Easy to use website Mentioned 3x
"I appreciate their consistency and easy of use."

Common Complaints

Customer service is frequently unhelpful and difficult to reach Mentioned 55x
"Customer service was useless, slow, and didn’t solve anything."
Bookings are often incorrect or not honored Mentioned 48x
"Booked a room on Orbitz. When I contacted the hotel (immediately after booking on Orbitz) they told me they had no rooms available."
Unexpected charges and hidden fees are common Mentioned 25x
"They overcharged me, they upped the price sometime between making the reservation and paying for it."
Refunds are difficult to obtain Mentioned 20x
"I’ve cancele a flight 2 months ago which they said was refundable within 24 hours and said my refund was processed on that same day and it should arrive in my account 7 to 12 business days. Days passe..."
Car rentals booked through Orbitz often have issues Mentioned 15x
"I booked a rental for my mother through Orbitz, which advertised unlimited mileage—but when we arrived at the rental location..."

Common Questions About Orbitz

Answers derived from customer review patterns

Is Orbitz legit and trustworthy?

Based on the reviews, Orbitz has significant reliability issues. Many customers report problems with bookings not being honored, unexpected charges, and difficulties obtaining refunds. While some users have had positive experiences, the overwhelming number of negative reviews suggests that Orbitz may not be a trustworthy option for important travel arrangements. Small business owners should exercise caution and consider booking directly with airlines, hotels, or rental car companies to minimize the risk of complications.

Based on 45 reviews

Does Orbitz have good customer service?

The majority of reviews indicate that Orbitz's customer service is poor. Customers frequently complain about long wait times, unhelpful agents, and an inability to resolve booking issues effectively. Many reviewers report feeling like they are interacting with AI bots or representatives who lack the authority to make meaningful changes. This makes it difficult for customers to get assistance when problems arise, leading to significant frustration.

Based on 55 reviews

Is Orbitz worth it for small business?

Given the prevalent issues with booking reliability and customer service, Orbitz may not be a worthwhile option for small businesses. The risk of encountering problems with reservations, unexpected charges, and unhelpful support outweighs any potential cost savings or rewards program benefits. Small business owners who rely on smooth and efficient travel arrangements should consider booking directly with providers or using a more reputable travel agency to avoid potential disruptions.

Based on 30 reviews

What is Orbitz's refund policy like?

Orbitz's refund policy is a source of frustration for many customers. While the stated policy may offer refunds under certain circumstances, numerous reviewers report difficulties obtaining them in practice. Customers describe long delays, unfulfilled promises, and frustrating interactions with customer service regarding refund requests. Some reviewers claim that Orbitz makes it difficult to claim refunds even when they are clearly entitled to them, making the process unnecessarily complicated and time-consuming.

Based on 20 reviews

Why are there so many issues with car rentals booked through Orbitz?

Several reviewers report negative experiences specifically related to car rentals booked through Orbitz. Common issues include being offered a different car than reserved, unexpected insurance charges, and difficulties with third-party rental companies. These problems suggest that Orbitz may not have adequate oversight or quality control over its car rental partners, leading to inconsistent and unreliable service for customers.

Based on 15 reviews

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