My Orbitz reservation failed to go through — and then it did

Dear Journey TROUBLESHOOTER: Before the pandemic, I used the Orbitz application to guide a resort through…

Dear Journey TROUBLESHOOTER: Before the pandemic, I used the Orbitz application to guide a resort through our trip at Disneyland Paris. At checkout, I attempted to pay back with PayPal. The Orbitz app claimed it unsuccessful.

Christopher Elliott, the Travel Troubleshooter ...
Christopher Elliott, the Journey Troubleshooter 

After achieving out to Orbitz to verify that I did not have a reservation, I attempted again. It failed once more. But later on that day, I acquired an e-mail notification stating that both of those bookings went by means of — even however Orbitz said they hadn’t.

After getting in touch with Orbitz by telephone, email and Facebook, they’re refusing to waive the cancellation fees even although they’re at fault. Can you enable me get a refund?

— James Talbot, Valley Park, Mo.

Remedy: If Orbitz claimed you did not have a reservation, then you should not have experienced a reservation. But you did. How can that be?

I’ve encountered this challenge several moments. On the web companies have devices that try out to confirm a payment technique. When they are unsuccessful, they just maintain striving. That’s what appears to have occurred to you. The customer company representative with whom you spoke also observed no reservation at the time, which was correct. Until eventually it wasn’t.

So what need to you do right before you initiate a different reservation? My information is to get the denial in producing (by textual content or email) from the online agency. Never just inquire by cellular phone, simply because you really do not have a document of that dialogue. So, if you finish up with a copy reservation, you’re out of luck.

By the way, this is not a dilemma for airline reservations designed in the U.S. The Section of Transportation has a 24-hour cancellation rule for most airline tickets. So, if you mistakenly book a double reservation, you can cancel correct away and get a comprehensive refund.

But there is a different rationale why your scenario was not so simple. I’ll get to that in a moment.

On the web companies usually depend on antiquated reservations programs and payment techniques that can be glitchy. But an individual has to take responsibility for a double-booking like yours, and I never imagine it ought to be you.
Remember, you can generally contact an Orbitz govt if you are not obtaining the help you will need. I record the names, figures and e mail addresses of the Orbitz professionals (Expedia owns Orbitz) on my customer advocacy site www.elliott.org.