Problems Getting a Refund from Orbitz or United Airlines

How and who do I turn to to get my refund from Orbitz and/or United Airlines? Both are saying the error was not made by them and I have discussed the error made by United Airlines as per their customer relations representative. I have received a year to use the canceled ticket, but want my full refund, please help me! I live in Canada and don't where to turn for help!


By Cheryl from Weslaco, TX

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February 13, 20110 found this helpful

If you paid by credit card.
1. I would call back both United Airlines and Orbitz and get the names of the supervisor in customer relations. I would then write an e-mail to these supervisors outlining the error, pervious calls, when you made them and who you talked to and what conclusion you are seeking.
2. Be polite and not threating and ask for a quick response.
3. Give your name, address, email address phone number and of course date the letter.
4. When you recieve an answer or after a short time period call your credit card company and explain your problem to them. You may also call the credit card company before hand and explain to them what has taken place and what you are doing to resolve the issue. They MAY tell you not to pay that portion on your credit card statement. Then wait for the credit card company to contact you.


If you paid cash then all I can think of is to write to the supervisors of each company and hope for a favorable solution.

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February 14, 20110 found this helpful

It's going to depend on what the error was. If it were an act of God like weather and/or a mechanical flight delay that was inconvenient for you to change plans at the time, etc. then you should simply book another trip in the timeline provided to you because those reasons to deny a refund are completely lawful. The last I knew it doesn't have to be to the same booking destination as the original tickets.

If the change was not in tune with assorted other laws provided by government overseeing the airline rules then contact your credit card provider and see what they can do to help you.


I am confused that you say you live in Canada but you show you're in Weslaco, TX.

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February 14, 20110 found this helpful

My credit card (MasterCard) will not help me regarding this situation! What happened is my Canadian passport had my entire name, my boarding pass from United Airlines had the initial of my lst and 2nd name. They would not give me the boarding pass as they said I could not get through security. Upon talking to Dept of Securities, yes they would have accepted my Canadian driver's license and Manitoba Health card as suitable ID. United Airlines clerk should have phoned Dept of Securities and obtained this information and I would not have missed my flight! The passenger list showed my entire name.


After many phone calls to Orbitz and United Airlines, United Airlines admitted that full names are sometimes reduced to initials on boarding pass. They admitted they were at fault for not checking with Dept of Securities regarding other supporting documents to be used. United Airlines made the big deal that they were doing me a favor to allow 1 year to use ticket amount, waved the $150. charge and I should appreciate their effort. No way, they admitted they goofed, Securities dept said they goofed and I missed my flight because of their error!

If I lived in the U.S. full time I would go to small claims court as I have 22 supporting documents of emails showing my full name, some with initials, but as I return to Canada, I can not attend the small claims court to represent myself in this ridiculous mess!

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February 15, 20110 found this helpful

Cheryl, Thanks for sharing details here and also sending a personal message that explained that you live in Texas in November through March and in Canada during April through October. I understand the mistake has you really upset but it's only about six weeks before going back to Canada and at least you already have a ticket for it. And what would be the point to go to small claims court when you already have been given financial wholeness? There's simply no extra monetary value that can be awarded to you under the circumstances.


Human beings make mistakes, every single one of us, so just chalk this experience up to human error and be glad that they apologized and gave you a new ticket. If they had been unscrupulous you would have been charged that $150.00 rebooking fee. Also be thankful that security steps are being made to keep air travel and homeland(s) secure even though it puts extra strain and inconvenience on almost every passenger. And at least now you'll know to tell them what has to be done should the problem reoccur. ;-)

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