I've been an Orbitz customer for over 20 years. Until today, it was the FIRST site I went to book all my travel. I booked a rental car about 25 days in advance for a tentative trip. Upon booking, my CC was charged the full price of the rental. Upon reading the email, it stated it was non-refundable. I immediately contacted Orbitz less than 1 minute after the reservation was made. After 1 hour and 44 minutes, 3 escalations, and being "disconnected" 2 times, they continually quoted me their policy, and referenced the fact that the email they sent confirmed it was non-refundable, and I was told they there was nothing they could do.I went back into the site to re-check what I booked and discovered they offered the EXACT same reservation with a refundable and non-refundable option RIGHT NEXT TO EACH OTHER, for a $30 price difference.I called Orbitz back and protested AGAIN. I spent another 90 minutes asking to change the reservation to the higher amount but make it cancellable. They refused but then offered a 50% refund.I gave up and accepted the partial refund, gave up the $122.50 "cancellation fee, deleted my Orbitz account, and filed a dispute with Visa.The cost of my time, their customer service people's time and the loss of me as customer cost FAR more than the $122.50 that they essentially "stole" from me.
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