Orbitz: can it make a change to an itinerary? - FlyerTalk Forums (2025)

Sue

Original Poster

Join Date: Jan 2003

Posts: 8

I recently booked a roundtrip flight to Europe from the U.S. on Lufthansa/United carriers via Orbitz online reservations departing the 21st of February. I’ve take several trips reserved through Orbitz, and this is the first one I’ve tried to change. When I went to revise my itinerary, I found to my great disappointment that I had unwittingly booked a flight that allowed no changes. Use it or lose it. Do I have any recourse in such an instance? Is it possible that someone within one of these three major organizations has the authority to override such fare rules or am I wasting my energy?

Further details:
I’ve spoken to Orbitz representatives over the phone many times and I’ve emailed Orbitz Customer Service many times, as well. I’ve also spoken to Lufthansa and United’s representatives by phone, to see if there’s anyone else who might be willing to review my case, but I seem to find myself in an endless loop.

The fare basis clearly printed on the ticket is SAXZ35. Oddly, Lufthansa representatives could never call this code up on their computers. That’s when I’d be sent back to Orbitz. Sometimes – as in an email from Orbitz Customer Service – I was assured I would be able to change it, to simply call their toll free customer service number. But I would again be told that I can’t.

slawecki

FlyerTalk Evangelist

Join Date: Dec 2000

Location: south of WAS DC

Posts: 10,131

The ticket is with either UA or LH, not with both. You are the customer of a single airline. That airline is the one that could make a change if anyone will. My guess is that it is a UA ticket.

The first letter on the code usually indicates the fare class.

S class is about as low on the food chain as one can get, and has lots of restrictions.

Post this on the UA board to get a more experienced response.

Sue

Original Poster

Join Date: Jan 2003

Posts: 8

richard

FlyerTalk Evangelist

Join Date: Sep 1999

Location: source of weird and eccentric ideas

Posts: 39,438

Welcome to FlyerTalk, Sue!!

We are probably talking about web fares. These often aren't visible to the rez people you call, that is those fares are not available to them on their computers. That's why they are web fares -- only available on the web.

The downside of cheap web fares of course is that they are hard/impossible to change. It isn't an Orbitz problem, it is a result of the fares that you purchased. And they do make it very plain on Orbitz by insisting on your checking a box "yes I have read the fare rules."

Their customer service is actually fairly decent if you need to call them, considering their volume.

[This message has been edited by richard (edited 01-26-2003).]

Sue

Original Poster

Join Date: Jan 2003

Posts: 8

Thanks, glad to be here. A good friend suggested I might find some relief on this forum. FYI, I've begun a new post/string in the United area, as a previous respondent suggested.

I agree with you, the people I've talked to at Orbitz have all tried to help, but as soon as they view the fare rules, the best they could suggest is to contact the airlines directly. That I did, several times, but was always sent back to Orbitz.

So I continue on my frustrating (but hopefully not futile) search...