Orbitz won't reschedule a schedule conflict or issue a refund - what can I do

Orbitz won't reschedule a schedule conflict or issue a refund - what can I do?
My Fiancé and I booked a flight from Boston to Maui for our Honeymoon the end of October. The airlines, at the time of booking, were charging $900+ more a ticket than Orbitz, we never had a problem with them, so we booked with them. A few months later, two weeks ago, they contacted us because our connecting flight from LA to Honolulu had been rescheduled and we now could not make our connecting flight to Maui from Honolulu. When we spoke with Orbitz they said they would move flights around so we could make it to our destination and they would call us back in 48 hours with a resolution. The call never came. My Fiancé attempted to contact them, but was told she could not speak with the supervisor she had spoken to a few days before because Orbitz has no way of transferring phone calls. The new person "took over" the issue and would call back with in another 48 hours with a solution. This call never came. I started calling daily. Orbitz informed me that the final connecting flight, from Honolulu to Maui, was non-refundable and could not be rescheduled. The only solution they gave us was to pay an additional $250 (on top of the $2000 we all ready paid) to have this connecting flight moved to the next day. I refused. As this was not our fault it seems like extortion to charge us an additional sum to deliver us to our final destination, a destination that was all ready paid for at the time of booking. It was elevated to a manager who now daily calls to tell me he's contacted as high up Island Air's customer service chain as possible and they refuse to do anything to resolve the issue. This manager's only solution he now gives me daily "Let's wait another 48 hours and see if anything changes." Orbitz claims that with out authorization from the airline they cannot issue us a refund. So we can't book a new flight directly through an airline (which is now about the same as what Orbitz was initially charging.) Orbitz also claims they cannot absorb the additional "rescheduling" costs. The only solution they now give us is "wait to see if the schedule changes again, maybe you will be able to make your flight if it does." I am at a loss as to what my rights are or what I can do next. Any help would be greatly appreciated.
Air Travel - 3 Answers
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1 :
I am sorry about what you are going through as I also had issues with Orbitz when I booked with them for my honeymoon to Kauai. Definitely keep elevating it to a higher supervisor until someone can actually help you. That is what I had to do. To tell you what happened in my case, it was that I booked a package with Orbitz. Then the price went down by $1,000. I cancelled the package and rebooked but Orbitz cancelled my hotel and did not re-book. Therefore a week before our trip, I called to confirm my hotel, the hotel said they did not have my name down. I talked to Orbitz a number of times and to many different people, making sure I wrote down the name of the person I spoke with and the time and date I called. A supervisor told me that they would help me but then I would have to pay an additional $300 for an ocean view. I told them that Orbitz messed up and I refused. Orbitz said they would absorb that additional fee. Therefore do not back down from your stance. Orbitz should be able to help you because if the airline has rescheduled the flight, there should be no additional charge to you. I have flown with airlines where they would change their flight around. Since the airline changed their flight around and not you, then you as the customer should not be incurred any additional fees. Tell Orbitz that if the airline changes things around, the customer is not responsible for any additional charges and that if they do not help you, you will report them them to the Better Business Bureau, cancel your trip, book with someone else and file a dispute for any fees incurred on your credit card.
2 :
Your contract is with Orbitz so it is they who should be refunding you. How/whether they get anything out of the airline is their problem, not yours. The Orbitz "manager" (likely an apprentice monkey trained to say "no") is using stalling tactics to avoid paying out. If Orbitz still fail to resolve the issue then take it up with your credit card company, assuming you paid with them. Or travel insurance if you bought that before you bought the ticket. However, if Orbitz manage to find you another flight within a reasonable time period (say 24 hours) then you're in a bit of a grey area as they've done reasonable things to get you to your destination within a reasonable time frame. But you shouldn't be charged for the difference.
3 :
Orbitz is lying to you through their teeth, You bought the tickets from them, not the airlines, and Orbitz is responsible for issuing you a refund or making it right at no further cost to you. The airline has absolutely nothing whatsoever to do with this as far as your refund goes. File a complaint with your state's consumer affairs office for starters, and with the Better Business Bureau. You can also put in a complaint with http://www.airlinecomplaints.org/ where some of it's posters might be able to help you out. Contact Conde Nast magazine Omsbudsman, they have a pretty good track record of solving problems.