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Orbitz Charged me for insurance without knowledge, refused to cancel it themselves, customer support lied Internet
12th of Jul, 2011 by User980894
This chat may be monitored for quality and training purposes. One moment while we connect you with the next available Customer Service agent.
Thank you for contacting Orbitz, my name is Clyde. How may I assist you today?
Mauricio Zepeda: Hello Clyde
Clyde: Hello! How can I help you today, Mauricio?
Mauricio Zepeda: I got an extra charge for an insurance that I did not request
Clyde: I see.
Clyde: Allow me to check your reservation first.
Clyde: For security purposes can you verify the billing zip code/postal code on file?
Mauricio Zepeda: I just received an email from access america
Mauricio Zepeda: I dont want travel insurance
Clyde: For security purposes can you verify the billing zip code/postal code on file?
Mauricio Zepeda: 329**
Mauricio Zepeda: the subject of the email is "Your Travel Insurance Confirmation (POLICY NUMBER=I28903***)"
Clyde: Thank you so much for that information! Is this the reservation to Tangier 7/18/11?
Mauricio Zepeda: yes
Clyde: If you do not wish to keep the insurance and asking for refund, please call Access America, our partner in providing insurance, at 1-877-593-4989.
Clyde: Just provide your policy code I28903***.
Mauricio Zepeda: but I never requested that insurance!
Mauricio Zepeda: and I got charged for it
Mauricio Zepeda: why do I need to do extra work
Mauricio Zepeda: I bought the ticket through you
Mauricio Zepeda: I dont know that company and dont care about it
Clyde: You will actually have to click on NO for the travel insurance if you do not need it.You might have missed that part.
Mauricio Zepeda: I've always booked with Orbitz and never selected an insurance
Mauricio Zepeda: thats very tricky (and sneaky)
Mauricio Zepeda: its not nice on your clients
Mauricio Zepeda: do you agree?
Clyde: I understand! Thank you for the feedback. I'll make sure to escalate this issue to the appropriate department to have the default setting change.
Mauricio Zepeda: thank you so much! could you also call the insurance number and tell them to cancel the insurance that you paid for with my money ?
Clyde: I do apologize however, they will not cancel it if a travel agent will contact them.
Clyde: They may need some personal information from you that is why you need to coordinate with them directly.
Mauricio Zepeda: what a pity!
Mauricio Zepeda: but how come they didn't need that personal information when you bought me the insurance?
Clyde: Every personal information you have entered on the booking path were also forwarded to Access America.
Mauricio Zepeda: so if I booked through Orbitz, and Orbitz forwarded my personal information to Access America, then it means that Orbitz has my personal information?
Clyde: Yes it has however, due to system limitation, were not able to access all information. Like your card number, it only shows the last four digit of the card.
Mauricio Zepeda: so now because Orbitz booking process is designed trickily to maximize profit, your client that fell in the trap has to call an operator, wait on the line, and spell out his credit card number?
Mauricio Zepeda: is this correct?
Clyde: I'm not sure what information they will ask from you. It would be best if you will contact them.
Mauricio Zepeda: But I'm outside of the country and I can't dial 800 numbers. Would you do me the favor of dialing for me?
Mauricio Zepeda: I can give you any credit card details you might need
Clyde: I do apologize however, they really need the customer over the phone. They will not be assisting us in canceling the insurance for this trip.
Clyde: Here's what I can do.
Clyde: I can call you right now and have you transfer to them so you could speak to them directly.
Clyde: Will that help?
Mauricio Zepeda: No. Because I'm on vacation and it's 1:30 am over here. There is no number you can call me at. And even if there was, this is not just about solving the problem. Its about your non customer-friendly business.
Mauricio Zepeda: Clyde, is it okay if I publish this chat transcript online?
Clyde: It is your option. However, you would really need to talk to Access America directly. If you want, you can check back with us if you have an access to a phone so we could connect you to Access America.
Mauricio Zepeda: Thank you for your time. And please understand that I'm not displeased with you, but rather with the company that you work for.
Clyde: I understand! I'm really sorry for this inconvenience.
Clyde: I'll make a note on your record as reference to the next agent.
Mauricio Zepeda: thank you
Mauricio Zepeda: good bye
Clyde: You're most welcome! Is there anything else, Mauricio?
Clyde: Feel free to chat back with us if you have further questions and we will be happy to assist you.
Clyde: Thank you for chatting with Orbitz.
Clyde: Take care!
Clyde: Bye. I later found a way to call Access America, they didn't ask for any personal information. I offered it to them but they said they didn't need it, and they apologized for Orbitz "misinformation". Only needed the policy number. I'm sure I'm not the first person to whom this happened.

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