The article reads like a paid advertisement. Is it? It doesn't mention that the guarantee does not cover price reductions, just if someone else buys at a lower price FROM ORBITZ after you buy. This is less common that most people think and the fine print is a source of a lot of dissatisfaction because most customers think it is a price guarantee covering all price reductions. Even if you see a lower price on the website, you won't get a refund if no one buys the exact same dates and room type as you.

Posted By James Gerber on November 19, 2009, 10:12 AM

Hi Mr. Gerber,
Thanks for commenting. Yes, as we wrote in the post above ("If someone else on Orbitz") Orbitz is only reimbursing customers who have purchased through their own site when rates have dropped on their on site. At every point that we've covered this guarantee in its various forms in the past year and a half, we have pointed that out because it's an important point. Thanks for highlighting it!

It's also true: "you won't get a refund if no one buys the exact same dates and room type as you." That's another thing we've pointed out, but you are right to emphasize it.

The guarantee isn't perfect. Budget Travel's official position is that there is No One Website That Offers the Lowest Fares and Hotel Rates Consistently. You need to shop around, caveat emptor. But we welcome attempts to automate the rebate process...
--Sean
w/ Budget Travel

Posted By Blog editor on November 19, 2009, 10:44 AM

This guarantee is not that great. I e-mailed them after our tickets went down, exact same tickets and flight, but they never even responded to me about it, let alone gave me the difference. I think there is something in the fine print that renders it somewhat uesless.

Posted By syndi ellison on November 19, 2009, 12:09 PM

Hi Syndi,
Sorry to hear about your trouble.
I've forwarded your complaint to Orbitz.
Thanks,
Sean
w/ Budget Travel

Posted By Blog editor on November 19, 2009, 2:38 PM

First of all, I'm very impressed that Sean/BT is actually reading -- and responding -- to the comments here, especially since they are on the negative side. More consumer-oriented sites should be so attentive, and welcome to challenges to articles, as stated.
Second, I appreciate ANY information that might potentially save me money. I think anyone who has ever tried to get money back from a company, even in a program like Orbitz's, knows by now that there is plenty of fine print to keep the company from going bankrupt over the deal. That's why Sean (I don't know him and I am not affiliated with Budget Travel, etc.) advised in his last line to go read the details at Orbitz.com
My one suggestion, Sean, would be in future articles, say something like this: "Of course, as with any program like this, there are key restrictions that might not work for everyone. Visit ______.com to get the skinny."
Thanks again for the info, and thanks to Orbitz, for at least offering something different in favor of its customers.

Posted By DaddyD on November 19, 2009, 6:16 PM

Thanks! Excellent point!

Posted By Sean on November 19, 2009, 7:23 PM

I purchased plane reservations this past year on Orbitz and never received any money back even though they were offering my flights at a lower price after I purchased them. I called and they told me someone would have to fly BOTH ways on the exact same flights that I was on and pay less for the tickets!! How often does that happen?? And my question is, HOW DO WE KNOW if someone does fly for less?? We have to depend on the honesty of Orbitz I guess!

Posted By Noreen on November 19, 2009, 9:21 PM

An Orbitz spokesperson would like to reiterate the following, in response to the comments above:

Low Price Guarantee: NEW as of 11/18
Orbitz customers who find their prepaid hotel room available for a lower price on any site, including Orbitz, can receive a refund for the difference and a $50 discount on a future hotel or vacation package booking. Plus, Orbitz now allows customers to submit a claim right up to the time of the property’s cancellation deadline.

Flight Price Assurance:
Once a customer books a flight on Orbitz, the website begins tracking to see if another customer books the same itinerary on Orbitz at a lower price.

If that happens, Orbitz will issue a refund for the difference, between $5 and $250 per traveler. Orbitz will continue tracking until the day of the customer’s flight. Each time the price drops and another
customer books, the refund amount will increase. Orbitz will notify customers via email when another flight is booked at a lower price including the refund amount they will receive.

Customers will receive a refund check approximately 30 days after the trip is completed. Orbitz will mail it to the billing address for the credit card used to make the booking. Recipients will have 90 days from
the date the check is issued to cash it.

Orbitz has given out thousands of Price Assurance checks per month.

Posted By Orbitz Spokesperson on November 20, 2009, 11:47 AM

I've found the Orbitz low price guarantee to be misleading - if nothing else. My husband and I purchased several nights hotel stay at an all-inclusive resort in Cozumel. I later found the exact same room for about 25% less on another site, so I filed a "Low Price Guarantee" form out. And didn't receive any sort of response within 72 hours (as stated). So I called, and the representative was completely confused, and gave me an e-mail address to follow up with - so I sent an e-mail, that was not responded to. So I filed ANOTHER low-price-guarantee request (to match the lower price). And THAT has not been responded to.

I am so frustrated and disappointed in this lack-of-process that I am pretty sure that we will not be able to rely on Orbitz in the future.

Posted By McKenzie on January 12, 2010, 5:04 PM