Orbitz

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].
Although it solves my situation manually for now; the problem remains exactly the same for general public.
In that; "unsubscribe" link in their marketing emails is not functional. Customers also can't opt-out (when they log-in to their Orbitz web site account) from same marketing emails.
Therefore; company is still failing to provide a solution to that problem.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11196293, and find that this resolution is satisfactory to me. Thank you. 
Sincerely,
[redacted]

Dear Mr. [redacted]The
Revdex.com has shared your recent correspondence with the
dissatisfaction during your stray at The Resort at Governor's Crossing.  I appreciate this opportunity to respond to
your concerns.At
Orbitz, we offer a broad range of hotels and resorts...

for all different customer
types. Due to the large number of hotels offered on the Orbitz website, we are
unable to visit each hotel.  So, to help
our customers make the best decision for their vacation, we now include
customer feedback and ratings relating on their experience at hotel properties
shown on our website.  This information
is included in the “Reviews from our users” section shown during the hotel
selection process.  This valuable
information may be used in helping you to determine your choice of hotel. These
ratings are unbiased and are in no way meant to indicate an endorsement by
Orbitz or the hotel property.Please
know that we have contacted the property on several occasions to request a
refund, and our request was unfortunately denied.  Also upon your request you requested the property
to call you back, which you go on to say you have not received a follow-up
call.  We certainly regret your
disappointment in our services, but we have made every effort to refund your
stay; however, we are unable to grant your refund request for the nights that
were utilized.  As a travel agency,
Orbitz needs to abide by the hotel’s policies, and we have been charged in full
for your booking.  Mr.
[redacted] we certainly understand your concerns, as a gesture of our sincerity,
Orbitz would like to offer you 100 loyalty points in your account. These are
available for you to use immediately toward a prepaid qualifying hotel booking.Thank
you for your feedback, and I hope that you do choose to place a review on your
hotel experience.  We appreciate your
business, and we hope you will provide us with a future opportunity to fully
restore your confidence in our products and services.Sincerely,Luisa [redacted]Orbitz
Customer RelationsChicago,
IL

August 22, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #[redacted]Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret to hear Mr. [redacted] did not accept our response and/or resolution offered.As previously advised, Orbitz utilizes a live inventory system for our hotel reservations. The inventory is updated regularly as purchases are made and prices change. These updates are directly linked to the vendors availability. Though we attempt to update the our website as quick as possible there may be a price discrepancy between our mobile app and our website due to the purchases/cancelations that are associated with our vendors. We regret if the customer felt the prices were not competitive.We would like to apologize for the inconvenience Mr. [redacted] have experienced, and our regrets that we are unable to offer a more satisfactory solution to his problem. It is disheartening when our clients feel that we have not met the standards to which we hold our organization and employees, as we attempt to provide the most efficient, quality service available. We are able to confirm that the customer was refunded for two of the five reservations due to the customers Best Price Guarantee claims being approved.After further review of the customers claims submitted we are able to verify that different screenshots were submitted for the itineraries. We advise Mr. [redacted] that when booking multiple itineraries and wanting all of their prices to be matched to submit a claim for each itinerary. At this time we are unable to offer further compensation to Mr. [redacted].If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

Dear Mr. [redacted],The Revdex.com has
shared your recent correspondence pertaining to not being able to reserve the
property chosen for your travel to Bogota.  On behalf of Orbitz, I apologize for any inconvenience this has caused,
and appreciate the opportunity to review...

your account and respond to your
concerns.At Orbitz, we make every effort to
confirm all of our customers’ choices throughout each booking process.  However, there are circumstances that can
arise to prevent a booking from being confirmed, and we are unable to guarantee
a reservation until it has been confirmed.  Mr. [redacted], we certainly apologize
that we were unable to confirm your booking, and any inconveniences this has
caused.  Due to your disappointing
experience with our Customer Service Center I have issued $50 in Orbucks to
your account for future use, but we are unable to redeem Orbucks towards a
reservation that we were unable to confirm.   Thank you for the opportunity to
address your concerns.  We do appreciate
your business, and hope that we have a future opportunity to serve you.Sincerely,Charlotte [redacted]Orbitz Customer Relations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
please place the voucher as a credit on my orbitz account. And I will check my bank account for the deposit within 7 days. Thanks!
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/10/12) */
Dear Mr[redacted]
The Revdex.com has advised us of your complaint regarding a recent hotel
reservation booked through our site. My understanding is that after you booked the
reservation, you saw a lower rate, when you...

contacted us, they declined to honor it, but
instead offered you a full refund.
On behalf of Orbitz, I apologize for this inconvenience. I have reviewed this booking and
the remarks that were documented by our contact center. In order for us to process
a Best Price Guarantee, it is necessary to fill out the claim form. It appears that this
was not done. That is why at that point, the agent offered to cancel and refund the booking.
Please be assured that we appreciate your business. As a gesture of goodwill, I have deposited $100 in Orbucks into your Orbitz account. Please be aware that for future, you would need to apply via the Best Price Guarantee online path.
Thank you for reaching out to us in this matter.
Sincerely,
[redacted]
Orbitz Customer Relations

December 28, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted]
Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding a package reservations. We understand from the customers complaint they are unhappy about the Best Price Guarantee claim being denied.Our records indicate that this matter was resolved on December 6, 2016 when the customer was refunded $283.96 for the Best Price Guarantee claim. After further review of the customer’s account we are able to verify that his flights related to the package were canceled and refunded by [redacted] Airlines. Per the terms and conditions of the Best Price Guarantee policy:Travel must be completed in accordance with the booked itinerary to be eligible to receive Orbucks, refund or credit. Changed or cancelled bookings are not eligible to receive Orbucks. Orbucks will be added to your account within 3 to 4 weeks after your qualifying travel itinerary has been completed.Due to this we are unable to issue a the 50 Best Price Guarantee Orbucks. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

I called a number on Saturday to make a reservation for my family and my handicapped parents at [redacted] in [redacted] Arizona. The reservation agent (who spoke very broken English) did not identify himself as being from Orbitz. I explained to him three times that all I was doing was holding the room and would pay upon check in. Three times I was told by the agent that no money is taken out until we check in. He took all of my contact information to include my email; which apparently he transcribed wrong because when I called back they didnt have it on file. Monday comes around and I find that indeed the money was taken out, over drafting my account. I call the place where the reservation was made and they tell me that only one of the reservations were made and I have to call Orbitz to get the reservation cancelled and the money put back in my account. I start calling at 2:30 in the afternnon and at 6:48 after being transferred and cut off from 8 different people and 1 supervisor I am writing this while I am on hold with the phone on my ear. It took 1 day without consent to take that money out of my account and now I am being told that it is "company policy" that it can take up to 5 days to put that money back into my account. 700 dollars might not seem like a lot of money to some people but it is to those of us who because of circumstances beyond our control live pay check to paycheck. I have never experienced such a run around with poor customer service in my life and I will be writing to every single review site I find about Orbitz poor business practices. At 7PM after still waiting to speak to a non-existent supervisor, I finally had to hang up.

Initial Business Response /* (1000, 5, 2014/09/15) */
To Whom It May Concern,
Thank you for your feedback to Orbitz. This is regarding a ticket purchase on the website.
I have reviewed your correspondence, and understand there was a situation with time and date errors.
I do apologize for...

any inconvenience that this may have caused, and I would like to review and respond to your query.
The email which you have provided, [redacted]@gmail.com.; is not registered to an account.
If you could provide me with the Orbitz Record Locator or the email address that was used to book the reservation, I will be able to research the matter further.
Please be assured that Orbitz has no intention to mislead our customers, and I regret that you have had this perception.
Thank you again for contacting Orbitz, and I look forward to hearing from you.
Sincerely,
[redacted]
Orbitz Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2014/09/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I mentioned the name of the passenger, The orbitz number is Orbitz record locator PBORBXXXXXXXXXX.
The name of the passenger [redacted] the travel date were mentioned in the original complaint and this seems to be another of Orbitz' stalling tactics. All that's being requested thus far is for the departing flight to be fixed to the afternoon/evening one, as the purchaser clicked on to begin with. I would enjoin Orbitz to deal with the issue at hand.
Final Consumer Response /* (4200, 11, 2014/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They switched the flight from that which was clicked and are refusing to acknowledge or make good on this. I will be sending out press releases at this point, as it involves a stroke victim.
Final Business Response /* (4000, 13, 2014/10/03) */
Dear Mr.[redacted]
In your most-recent email, you wrote about your dissatisfaction with a decision we had made. We regret your continued disappointment. Since you have contacted us again, you clearly feel strongly about these issues.
Orbitz is not able to record bookings within our own firewalls. The screenshots that were supplied to you can only be recorded when the transaction is completed outside our firewall. Online bookings such as these are logged immediately. When the transaction is completed, an email is generated advising you of the confirmation along with trip details. This was sent on September 9, 2014.
It is the responsibility of the Orbitz member or the person using the account on the member's behalf to confirm all travel specifications before completing the booking process.
Our records indicate the first contact regarding the concern was the submission to the Revdex.com on September 14, 2014.
Orbitz, as with any travel agency, is required to apply the fares and fare rules, in effect, at the exact moment of your purchase. Any changes made after the courtesy cancellation period of 24 hours after the initial booking, would be subject to fees along with fare difference to change the dates in question.
Regrettably, we are unable to make changes to your tickets without collecting the appropriate airline change fees and fare difference for your desired destination.
As this is not an Orbitz error, we are unable to provide recompense in this regard.
Mr.[redacted] we have given this matter every consideration and at the same time, provided you detailed responses regarding it. We regret the enduring unhappiness with our service. As we have evidently reached an impasse, there will be no further replies forthcoming from our office regarding this issue.
Sincerely,
[redacted]
Orbitz Customer Relations

October 25, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the...

comments and concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding a car reservation. We understand from Ms. [redacted] complaint she requesting a refund of the difference in rate that she was charged when picking up her reservation.Our records indicate on August 24, 2016 the customer self-booked a car reservation with Orbitz. The customer reserved an Economy 4/5Door Car with Dollar Rent A Car. The car was due to be picked up on October 12, 2016, in Burlington, VT and returned to the same location on October 16, 2016.We are able to confirm that this was resolved on October 20, 2016 when Ms. [redacted] was refunded $24. The amount of time it takes the customer to receive the funds depends on the customers banking institution.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

September 1, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the...

comments and concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding a flight reservation. We understand from the customers complaint she is unhappy about sustaining change fees thought she purchased insurance.Our records indicate on April 22, 2016 the customer self-booked a round trip flight reservation using Orbitz.com for one traveler. The flight reservation was operated by United, with flights from  Seattle, WA  to Orlando, FL departing on August 25, 2016 and returning on August 28, 2016. The customer also purchased a “Flight Cancellation Plan”.Orbitz offers the “Flight Cancellation Plan” so our customers can have the ability to be reimbursed for the cost of flight interrupted for covered reasons such as illness of a family member. Please review the summary of coverages below:Pre-Departure Trip Cancellation:We will pay a Pre-Departure Trip Cancellation Benefit, up to the amount in the Schedule, if you are prevented from taking your Covered Trip due to your, an Immediate Family Member’s, Traveling Companion’s, or Business Partner’s Sickness, Injury or death or Other Covered Events as defined, that occur(s) before departure on your Covered Trip. The Sickness or Injury must: a) commence while your coverage is in effect under the plan; b) require the examination and treatment by a Physician at the time the Covered Trip is cancelled; and c) in the written opinion of the treating Physician, be so disabling as to prevent you from taking your Covered Trip. At this time we are unable to change the name of our “Flight Cancellation Plan”. We sincerely regret that we are unable to offer a more satisfactory response or resolution to your concern. At Orbitz we try as much as possible to provide not only excellent customer service but we also try to exceed what is expected of us. However we know that there are some instances when policies associated with the purchases made on our website cannot allow for a resolution that is more favorable to our customers. We are not trying to discharge ourselves from any responsibility; we only want to convey that we were able to provide you with the necessary information related to your insurance purchase before our system asked you to complete the reservation online.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

September 2, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the...

comments and concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding a flight reservation. We understand from the customers complaint they requesting a refund of her canceled tickets to be expedited.Our records indicate on June 11, 2016 the customer self-booked a flight reservation on Orbitz.com. The flight reservation was operated by [redacted] Airlines with flights departing from New York, NY to Lahore on June 11, 2016, and returning on June 30, 2016.We are able to verify that the customer called Orbitz on June 29, 2016 to cancel their return tickets. At that time we are able to confirm that a refund was not processed by the assisting agent. The customer called Orbitz again on August 28, 2016 to reconfirm the reservation and was advised that the refund was not processed by the original agent. Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Please note, Korean Air was the merchant of record and the company that charged the customer’s credit card. On August 28, 2016 Orbitz processed a refund for the customers return flights. The refund was sent to the original form of payment. The amount of time it takes the customer to receive depends on the customers banking institution.We apologize for any inconvenience this lapse in time may have caused you. We would also like to apologize for the customer service issues you experienced in trying to receive assistance with you flight reservation and its associated charges. We would like you to know that every reservation is important to us and our main goal is to provide a smooth and pleasant experience to our members. Orbitz would like to advise the customer that two $100 Orbitz Travel Coupons for use on a future trip were previously added to their permanent Orbitz account associated with the email provided. This coupon is valid towards the future purchase of an E-Special Rate hotel reservation, either as a stand-alone hotel or in a vacation package. The coupon will appear in the booking path for the next qualified reservation, and it is valid until one year from the date of issuance.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

Initial Business Response /* (1000, 5, 2014/12/15) */
Dear Ms.[redacted]
The Revdex.com has shared your recent correspondence pertaining to the error regarding the credit card for an exchange of dates. I appreciate the opportunity to review your account and respond to your...

concerns.
From your complaint, tickets were booked on October 29, 2014 for travel on November 16, 2014. The tickets were booked using the credit card of Mr. [redacted] On November 8, 2014, you contacted customer service to change the date of the ticket, being advised the fees associated. The concern was the form of payment for the exchange; you specifically asked for the credit card of Mr. [redacted] not to be charged; the changes would be made to your card. This, however, was not the case. You are asking Orbitz to refund the amount due to the error. Furthermore; your perception of Orbitz has become discontented due to the service you have received.
Ms.[redacted] I do understand your concern in this matter; as airlines continue to add various charges in order to maintain costs; travel can be a hectic experience, and Orbitz does try to meet the expectations of our customers with current information along with knowledgeable and comprehensible staff.
According to the documentation, there is nothing mentioned regarding the change of payment for the transaction.
Regrettably, I am unable to review the call which took place on November 8, 2014; calls are maintained for a 30-day timeframe, as the call was made on November 8, 2014 the last day to review was on December 8, 2014.
Due to the escalation along with the lack of documentation, Orbitz will honor your request for the refund. The amount of the cost was $536.22; this is the airline imposed fee of $200 per ticket for the exchange and the $53.11 fare difference. The amount per ticket was $253.11.
The contact center has offered a $90 voucher on December 10, 2014; I will surrender this voucher to the card ending in[redacted] This will process today, December 15, 2014. Please allow 3-5 days for the credit to appear on the statement.
With the voucher surrendered the remaining amount is $446.22.
Orbitz will refund this amount to the identical card; this will process today, with the same timeframe. Both credits will appear as Orbitz, not [redacted].
We take our customers' comments very seriously, and I thank you for your honest feedback.
Ms.[redacted] we thank you for bringing this matter to our attention. Your business is truly valued, and we hope you will provide us with a future opportunity to serve you with your travel planning needs.
Sincerely,
[redacted]
Orbitz Customer Relations

I booked a trip with orbitz to go to Brazil and wasn't told you need a visa ahead of time. I had to call several times to get them to cancel and book a different flight. Every time I called they directed me me to a different agent and always told different information. We had to pay $400 to the airlines and then was informed that we would leave by Friday but a 1215 and be there Thursday, we asked again to make sure cause we could take off work any sooner. We got to the airport to find out we missed our flight and had to pay another $300 and to work it out with orbiz. This has been the worst experience ever and I fly often. They didn't want to give us our money back of the 1000, and we had to call and fight with them to get that. It is unfair and feel like orbiz should pay us back for the $700 extra we paid.

May 3, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O-[redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and...

concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a hotel reservation. We understand from Ms. [redacted]’s complaint she is requesting a refund of the unutilized hotel reservation. On May 2, 2016, we contacted Ms. [redacted] to acknowledge receipt of the Revdex.com complaint but were but were unable to reach the customer.Our records indicate on April 15, 2016 the customer self-booked a hotel reservation for two travelers using Orbitz.com. The customer purchased a one night hotel reservation at The [redacted] Place, Boston, checking in on April 19, 2016, and checking out on April 20, 2016.Our records reflect that this complaint was resolved on April 26, 2016 with a full refund of $280.69 being processed to the customers original form of payment. The time it takes the refund to post to the customer’s account depends on the time it takes the Ms. [redacted]’s credit card company to process refunds.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

September 5, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #[redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the...

comments and concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from Ms. [redacted] complaint she is requesting compensation due to an agents error when changing her flight reservation.Our records indicate on August 21, 2016 the customer self-booked a round-trip flight reservation that was operated by [redacted] Airlines Brasil, departing from Brasilia to Natal on September 4, 2016 and returning on September 7, 2016.On August 29, 2016 the customer called Orbitz to change her flight reservation. Per documentation the customer only wanted to change the departure flights time and leave the return flight as is. After reviewing the customers flight details we are able to verify that the agent changed the customers departure and return flight. We would like to apologize for the inconvenience Ms. [redacted] experienced, and our regrets that we are unable to offer a more satisfactory solution to this problem. It is disheartening when our clients feel that we have not met the standards to which we hold our organization and employees, as we attempt to provide the most efficient, quality service available.We are able to confirm that this issue was resolved as of August 29, 2016. The customer called customer service when realizing that her return flights were incorrectly changed. The customer was able to be assisted by our corporate customer service agent who changed her flight reservation and refunded all penalties due to the inconveniences. At this time we are unable to compensate the customer further.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,[redacted]Tier 3 Customer Service

July 22, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted]Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret to hearMs. [redacted] did not accept our response and/or resolution offered.On July 20, 2016 we contacted Ms. [redacted] via phone due to her requesting to cancel her flight reservation in her first Revdex.com complaint. Upon speaking to Ms. [redacted] she advised that she still wanted to use her flight reservation. Due to this we are unable to offer a full refund to the customer. Also, as previously advised by Ms. [redacted] she only was charged $91 to change the reservation as the $400 was refunded.We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

August 15, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted]
Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret to hear Mr. [redacted] did not accept our response and/or resolution offered.We would like to apologize for the inconvenience Mr. [redacted] have experienced, and our regrets that we are unable to offer a more satisfactory solution to this problem. At this time we are unable to offer further compensation.We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

I booked an international flight with multiple airlines with Orbitz, returning 6/1/15. When I was leaving from Warsaw Poland, the first leg of my trip back to the US turned out to have no ticket number and wasn not issued at all. (I did ultimately did get on that flight only with almost 2 hours of pleading and arguing and finally rebooking entirely.) Orbitz refused to take any responsibility and customer service is a joke. (They should not be allowed to use the words customer and service in the same sentence at Orbitz.) Do yourself a favor and find any other company to book a trip. You may find yourself without any flight at all as I did.