Orbitz.com - booked flight to Brazil - wasn't told by Orbitz that VISA would be required

Complaints.com received the following consumer message on February 26, 2003:

From: Email User

RE: Orbitz.com - booked flight to Brazil - wasn't told by Orbitz that VISA would be required

ORBITZ.COM - February 24, 2003 LISTEN UP PEOPLE!!! FYI: In the past, I’ve used a “Travel Agencies” for all of my travel needs. Deciding to take a trip internationally, I order my reservation through ORBITZ.COM. Their prices were slightly less than other websites which was my reason for booking through them. However, they failed to note one of three important documents you must have. Orbitz.com will only inform you that you need a U.S. PASSPORT and an E-ticket or paper ticket to gain flight access. As the dreadful story goes.... As per their instructions via emails, I printed out my internary immediately, so that I was able to renew my U.S. Passport within the allotted time. (1/12 weeks). On the day of, I arrived at the airport within ample time to beat the crowds, if any. After issuing my e-ticket and passport to the service desk, the representative asked me for my Visa. What for, I asked? I was “born” in the country. She stated it didn’t matter if I was born here or not. You must have a Visa to board the plane. With three suit cases for my 3 week excursion, I immediately called Orbtiz.com toll free number. After explaining what had occurred, I was placed on hold!! After 20 minutes of holding on for a supervisor, I was very surprised; no one came to the phone. I then called my airline and explain my situation.

Thank God I was dealing with someone who felt my frustration and she was under the impression that I could apply and receive my Visa the same day. She supplied me with the address and phone number where I needed to go for an immediate VISA. The airline couldn’t believe Orbitz.com didn’t inform me of this and neither could I. By this time, it was after 3:00 pm. It was certainly too late for me to leave the airport by car service (different city), go to another city, apply for the Visa, then return back to the airport to check in and board my flight by 5:00 P.M.. As desperate as I was, I couldn’t imagine after all of that, still being left behind.

Arriving home hours later, I called the Brazilian Consulates for further information. Turns out, even if I would have visited that same day, I wouldn’t have received my Visa. There rules are: They only see 200 applicants per day. If you are seen and your application is accepted, you have to return the following business day, (late afternoon) to retrieve your Visa. Also, not to their surprise, this is not an isolated incident. At least 20 or more people a day have experience this because some travel agencies are not informing their customers what is required before the travel date. I then called Obitz’s once again and finally was able to speak with a supervisor. Her explanation, it’s not their responsibility to inform the customer of required documents. DUH!!! Oh I get it, they take your money and then…. What??? Their claim is “tickets are non-refundable”. Also, to get more money out of you, they have “travel protector” for $22.97. Like a fool, I purchased it.

This “protection” is use for medical reason(s) or if the airport cancels the trip, you get your “trip cost” refunded but not the protection fee, which I was aware of. Yet, they failed to tell me what I needed to know to avoid one big disaster. Right!! There was no problem for them indicating that I must have a U.S. Passport and E-ticket to gain access. If they would have stated, go to such and such for further information regarding my Visa status or during our many phone conversations, I wouldn’t be writing this letter and I would have arrived at my destination. The bottom line is, no VISA, with or without a valid U.S. Passport, E-ticket or paper ticket, you will not be ADMITTED. Period!! No exceptions. Take if from someone who just spend $90.00 in car service just to be told, I needed a Visa. I couldn’t understand why Obitz.com failed to include that little detail, but crucial information with the rest of the blah, blah, blah in their *&@*% emails.

When you allow other’s to do your business for you, pray they are competent. I’ve learned an expensive lesson and so will they when I’m done. Don’t trust a “website” because you hear they are cheaper that other’s. As you can see, it really doesn’t pay after all to save a dollar or two. As long as I travel, I will no longer deal with OBITZ’s unprofessional conduct and incompetence. They claim no responsibility. To: Obitz.com…My advice from the heart. If you’re in the business of doing business, do it right from the start or get the hell out of the business. As my travel agent for that trip, it was YOUR duty and obligation to inform me as your customer, so that my experience obtaining your services would have been a “pleasant one” vs a nightmare. If you’ve had an experience such as this with any travel agency, file a formal complaint with the Better Business Bureau in your state, as I have. This is something that shouldn’t happen to ANYONE paying for a service. Be it web based or around the corner from your home, it is still UNEXECPTABLE. Thank you.