Orbitz

March 10, 2016
Revdex.com
Complaint Department – Orbitz.com
Re: Orbitz Case #: S-[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 flight reservations. We understand the customer is stating they encountered difficulties with their recent flight reservations, and are inquiring about the refund timing of their cancelled reservations, as well as requesting details regarding their future use Orbucks (Electronic Travel Coupon).
Our records indicate on February 22, 2016, the customer booked combined one way fare flight reservations – itinerary [redacted] – using the self-service tool on the Orbitz website. Travel on April 5, 2016, was on American Airlines, departing Chicago, Illinois to Dallas, Texas. Travel on April 13, 2016, was on [redacted] Airlines, departing Dallas, Texas to Chicago, Illinois, for one passenger.
Upon further research, we were able to confirm on February 23, 2016, that the customer contacted Orbitz to cancel their flight reservations, as they were within the 24 hour free cancellation period. At that time the customer’s flight reservations were cancelled, and the funds that had been authorized for the reservations were released to the customer’s credit card by the airlines (the merchant of record, the entities that charged the customer’s credit).
Additionally, on February 23, 2016,  the customer as provided with a $50.00 Orbucks (Electronic Travel Coupon) which may be used towards the purchase of an E-Special rate hotel or vacation package booking. The coupon will be available during the online booking path when the customer is signed into their Orbitz account, or they may contact an Orbitz representative to assist with booking over the phone. The Orbucks Electronic Travel Coupon is valid for one year from the date of issue.
Meanwhile, the two amounts of $35.10 the customer is describing is a temporary hold by credit card companies or banks to validate the online purchase. The amount was posted on February 22, 2016, to validate the purchase of the combined one way fares flight reservations on the itinerary with the number [redacted].
If the customer’s credit card statement is reflecting that they were charged for the reservations on itinerary [redacted], we request that the customer submit a copy of their credit card statement via the submission link on the Revdex.com website. We ask that the customer omit any personal information from these documents. Once we have received the additional information, we will further research and address the customer’s concerns.
We hope that with the information provided, we have addressed all of the customer’s concerns and look forward to assisting them further with their future travel needs.
If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
[redacted]
Tier 3 Customer Service

April 27, 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 the customers complaint they are unhappy about a submitted best price guarantee claim. On April 27, 2016, we contacted Mr. [redacted] to acknowledge receipt of the Revdex.com complaint but were but were unable to reach the consumer.Our records indicate on April 7, 2016 the customer self-booked a hotel reservation for two travelers using Orbitz.com. The customer purchased a one night hotel reservation at [redacted] Inn JFK Airport, checking in on August 22, 2016, and checking out on August 23, 2016.On April 7, 2016 the customer submitted a best price guarantee claim for his hotel reservation. As of April 15, 2016 this issue was resolved with the customer receiving an email stating “We've approved your request and initiated a refund in the amount of $8.22 to the original form of payment used during your purchase based on the total submission price of $200.79.” The customer will receive the addition of $50 Orbucks to his account 30-60 days after travel is completed.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

Dear Ms. [redacted],   The Revdex.com has shared with us your correspondence regarding your recent experience with Orbitz. It is my understanding you were upset with the quality of the [redacted] Casa de Las [redacted] Hotel - Adults Only -...

Historical Downtown and you are requesting a refund for the reservation. I appreciate the opportunity to review your account and respond to you. On behalf of Orbitz, I would like to apologize for any frustration this has caused you. Please know Hotel properties or their representative companies provide their own content information on the Orbitz website, which includes the star rating, location, amenities, and property description.  Orbitz relies solely on each hotel to provide us with accurate descriptions of their properties. Also, in response to consumer requests, Orbitz now includes customer feedback and ratings relating to 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.   We also encourage you to leave such a review for this property.  Go to the My Trips section of the website, where you’ll find a link asking about your recent experience.  We truly value our customers’ feedback and hope you will participate. When we do learn of situations like this, Orbitz takes immediate action to prevent any unfavorable experiences for our customers.  In this case, I have notified the appropriate parties and they are currently in the process of reviewing this complaint.  Our hope is that this valued criticism will allow them the opportunity to make improvements where necessary and therefore, modify how their property is presented to the public.  We thank you for bringing this to our attention.   Ms. [redacted], we do regret your disappointing experience; however, we have contacted the property on several occasions and a refund has not been granted. Orbitz has been charged in full for your bookings, and we are unable to offer a refund.   Nevertheless, we do value you as a customer; therefore, as a gesture of sincerity for your disappointing experience we have added $200 in Orbucks to your account. They are valid until April 10, 2017 and are available to be used on your next qualifying prepaid hotel booking.   We appreciate your business and hope you will continue to use Orbitz in the future for your travel needs. Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

Orbitz basically shows the price but does not close the deal, as marketing scheme, I did the booking for my wive and I did receive the confirmation and the air line told us the reservation was canceled without notifying me, I should have been told that the reservation was canceled and offered alternative.
Regards

Dear Ms. [redacted] The
Revdex.com has shared your recent correspondence with Orbitz so
that we may assist you further. I am unable to locate your account with the
email address used to forward your correspondence. If you would please forward
me the Orbitz record locator and...

email address associated with the account, I
will be happy to review. Thank
you,  Luisa [redacted]Orbitz
Customer RelationsChicago,
IL

I had 3 hotel reservations for my trip to Kuala [redacted] from Los Angeles
1. [redacted]
2. [redacted]
3. [redacted]
I choose the hotel on orbitz.com becasue it offered free breakfast. However upon checking in the hotel informed me breakfast is not included. I made several phone calls to orbitz and they finally admitted a problem on their website.
I found out later they were only willing to cover the breakfast cost for 1 of the 3 reservations. I did not want to make several more phone calls for the 2 other reservations as it was exhausting and ruining my supposed vacation.
This review is for orbitz to improve it's customer service response when a complaint involves multiple reservations.

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.
Sincerely,
[redacted]

I had a really bad experience with Orbitz. I booked my air tickets through Orbitz for a flight to China. When I arrived at the airport on the day, I was surprised when the airline staff told me that my reservation was for another flight which departed already. It turns out Orbitz, without my content, changed my reservation to an earlier flight which I just missed. To board the original flight I booked, I needed to pay $400 extra flight changing fee. I called Orbitz customer service but they couldn't resolve and void the fee for me. So finally, after more than 30 min on the phone with a CS supervisor, I was told I have to pay the fee to the airline company first to board the flight. Then I can file a claim to Orbitz to get my money back. So I did it. Later, I wrote an email to Orbitz to claim back my money. I didn't expect Orbitz denied its their fault and refused to pay me back. Orbitz did offered $200 voucher. But it's only half the money I paid and I don't need any Orbitz voucher. After this experience I really doubt I am going to use Orbitz to book my travel. So I wrote multiple emails back to explain why I cannot accept it and tell them how the CS supervisor told me I would be paid back. But apparently Orbitz didn't want to resolve this fault or didn't care. They just ignored me and never wrote back or contacted me any more. It's been a couple of months and I still haven't receive any response from Orbitz. I would definitely not using any service from Orbitz no more. Be aware, never trust anything Orbitz CS told you.

Dear Ms. [redacted],The Revdex.com has shared with us your recent
correspondence regarding your Orbitz experience. It is my understanding that
you intended to book a ticket for your daughter; however, the ticket was booked
in your name. I appreciate the opportunity to review your...

account and respond
to you.On behalf of my colleagues at Orbitz, I sincerely
apologize for this unfortunate situation.Please know 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.  Orbitz is explicit in the importance of
reconfirming the traveler and itinerary selections.  Throughout the booking process and prior to
the final selection, the website recaps the selections made by the member.  The traveler name is highlighted above the
purchase button on the final ‘Review and purchase’ page, along with a link to
change the traveler name, if necessary.The ‘Review and purchase’ page presented Miriam [redacted] as
the traveler and you agreed to book the ticket.  The booking could not have been consummated without your explicit
agreement to the fare rules.  Once the
airline confirms your reservation and a ticket has been issued, Orbitz confirms
the ticket number, traveler and itinerary details to our members in a ‘Travel
Document’ email, which is typically sent to you within 1 hour of you completing
the booking.Ms. [redacted], certainly mistakes can happen, particularly on
the Internet.  If a mistake is brought to
our attention within 24 hours of the booking, Orbitz may have the ability to
void the ticket sale.  In this case, the
sale has been reported to the airline and Orbitz cannot change the passenger
name.While I recognize your disappointment, Orbitz is unable
to comply with your request for a name change.  All airline tickets are non-transferable and once issued, airlines do
not allow passengers to change names on tickets.  As a travel agency, Orbitz is a distributor
of tickets for the airlines and is required to apply the rules and restrictions
of the airline carrier.Nevertheless, we do value you as a customer, and while we
cannot provide you with a refund for the ticket, as a gesture of sincerity for
your disappointing experience we would like to offer you a future travel
voucher in the amount of $427.20 to be used on your next Orbitz.com booking. Our
voucher is meant to emphasize our commitment to you, and we remain hopeful you
will continue using Orbitz for your travel planning needs.Here are the instructions for
the future travel voucher:When you make your next booking
on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us
at [email protected].  Please reference case number [redacted] and my letter offering the $427.20 voucher in your
request.  Orbitz will then issue a credit to the card used for the new
booking.  This offer is valid for one year from the date of this letter,
until December 7, 2016.Ms. [redacted], we wish our reply could be more
favorable.  Please be assured that Orbitz
values your business and we hope to have a future opportunity to restore your
confidence in our service and products.Sincerely,Shalon [redacted]Orbitz Customer RelationsChicago, IL

July 7, 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 flight reservation. We understand from Ms. Fuller’s complaint she is requesting Orbitz to change her flight reservation.Our records reflect on April 21, 2016 the customer self-booked a round trip flight reservation using Orbitz.com for one traveler. The flight reservation was operated by [redacted] Airways, with flights departing on June 21, 2016 from Charleston, SC to Santo Domingo and returning to July 6, 2016. The customer also purchased an Orbitz Flight Protection: Comprehensive.This complaint was resolved as of June 19, 2016. When the customer called Orbitz customer service to receive assistance with changing his flight reservation to be departing on June 20, 2016. During the call our corporate agent processed the change for Ms. [redacted] with no additional costs. We were also able to verify that Ms. [redacted] was able to fully utilize her reissued ticket.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

November 19, 2016
 
0in 0in 0pt">Revdex.com
Complaint Department - Orbitz
 
Re: 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 complaint #[redacted] regarding the service refund request. 
 
Our records show on October 19, 2016, Ms. [redacted] self-booked an Orbitz.com shuttle reservation via booking number [redacted] in the amount of $36.80. We understand from Ms. [redacted] complaint, the transport service was not provided by the vendor and is requesting a refund.
 
Upon researching the customer’s complaint, we can confirm on November 15, 2016, when Ms. [redacted] brought this matter to our attention via email correspondence, a refund in the amount of $36.80 was processed back to the original form of payment.
 
Orbitz’s goal is to provide an exceptional customer experience. We do regret any inconvenience she encountered in resolving this matter. As refund has been given to the customer and the issue has been resolved to Ms. [redacted] desired outcome, Orbitz considers this matter closed.
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
 
Angel Anderson
Tier 3 Customer Service

Dear Mr. [redacted] The Revdex.com has shared with us your correspondence regarding your recent Orbitz experience. It is my understanding you had to cancel your vacation package to Rio De Janeiro due to your military orders changed and your leave was denied. You are...

requesting a refund for the entire reservation. I appreciate the opportunity to review your account and respond to you. On behalf of Orbitz, I would like to thank you for your service. As Orbitz is an online travel agency we do have to abide by the rules placed on a reservation by the airlines and other suppliers, i.e. hotel properties and car rental agencies. Please understand while we do everything possible to assist customers that have to cancel or change their reservations due to a change in military orders, if the airline and other suppliers advise us that a reservation cannot be refunded, Orbitz is not in a position to process a refund. Mr. [redacted] I have contacted TAM Airlines and advised them of why you had to cancel and that you had documentation you could provide advising of the change in orders; however, they advised as the reservation was non-refundable no refund would be authorized for any reason. Furthermore, the Novotel Rio de Janeiro Santos Dumont also advised that they would not allow a refund for your stay. Unfortunately, as the airline and the hotel will not allow a refund for the reservation, Orbitz is unable to provide you with a refund. We wish our response could be more favorable. We do appreciate your business and hope you will continue to use Orbitz in the future for your travel needs. Sincerely, Shalon [redacted] Orbitz Customer Relations Chicago, IL

Complaint: [redacted]
I am rejecting this response because:  This matter has not been resolved - certainly not on September 2, 2016.  As of today, I have still not received the refund/credit in my account and do not know what the bank reference number is that Orbitz refers to in its response.  If Orbitz believes this matter has been resolved, I need the company to provide written evidence that the refund has been fully processed, including the amount refunded, the date the refund hit my account/credit card and the bank account or credit card to which it was applied.  I was initially told that the refuned would appear on the credit card the reservation was made under, but as of today, my credit card statements still do not reference a refund for these tickets.  
Sincerely,
[redacted]

I made an reservation on Jan. 30 2015 for a airline ticket and cancelled it because I changed my mind not to travel at that time. When I cancelled the reservation they told me that the money will be back on my card in 5 business days which would have been Feb. 6th 2015. I checked my card yesterday Feb. 6th the money was not there. I called orbitz.com and they said that the money should be there by today Feb.7th a day I checked and the money is not there. I called orbitz.com and told them that the money was not there they told me to contact my bank to release the funds back to my card. The money was taken out from my card on Jan. 30th 2015. As of today the money is not there and I am not happy and will not use orbitz.com again............................ They do not have very good customer service..

The worst travel agency on the market. Do not use the Orbitz flights, Orbitz App, or anything related to them. The worst customer service that I have ever seen. After 2 hours, multiple contacts from a international phone call, which they don't have a free toll for a international number and don't even care about refund you about waiting on the phone and transfer you multiple times. The employee that have no idea how to resolve a problem, simply [redacted] my life doing a mistake, after apologizing and another long wait on the phone transferring me to someone that probably is an actual employee, they recharge my credit card and gave me a $30 dollars discount to use towards hotels in the future. Really?! I didn't event booked a hotel with them. Was a international flight with Orbitz.
At that point I just wanted my refund, that they keep insisting about charging a absurd fee for their mistake.
keep away from them!
Don't use Orbitz for promotions.
Don't use Orbitz for Flights
Don't use Orbitz for hotels
Don't use Orbitz for coupons
Now I am stuck on a foregingn country trying to buy another ticket from a different company.

I would never ever do business with Orbitz for lack of transparency and lack of senstivity towards customer. Your definition of transparency is very different from what a customer of today gets and expects from other businesses. You make things confusing, misleading and after damage is done to customer, you don't admit or are willing to take your side of responsibility. You keep important information, which can directly impact the amount a customer pays, stated on inconspicous corners of website which should be practically prominently visible to a client. It is no way close to be forthcoming and is a shady in my opinion.

August 18, 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 hotel reservation. We understand from the customers complaint she is unhappy about the price increase that took place while attempting to book.Our records indicate that on July 30, 2016 the customer self-booked a hotel reservation for two travelers using Orbitz website. The customer purchased a five night hotel reservation at Tidelands Caribbean Hotel and Suites, checking in on August 11, 2016, and checking out on August 16, 2016.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. We utilize a live inventory system for our car reservations. The inventory is updated regularly as purchases are made and prices change. These updates are directly linked to the vendors availability. We regret if the customer felt the prices were not competitive. At this time we are unable to offer compensation to the customer due to the price increase.As prices will fluctuate, Orbitz offers our Best Price Guarantee promotion as a benefit to our customers. The benefit is that we will match the price if a lower price is found online. There are many terms and conditions with the Best Price Guarantee policy. Some of the terms are as follows:• The lower price must be found and submitted within 24 hours of purchase• The Best Price Guarantee claim must be submitted online• Not all travel items are eligible for the Best Price Guarantee• The lower price must be shown in a screen shot in United States currency• The items with the lower price must identical (i.e. same hotel, room type, check-in and check-out dates) The full terms and conditions of the Best Price Guarantee can be found at the link below.https://www.orbitz.com/p/info-other/guaranteesIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

Complaint: [redacted]
I am rejecting this response because: it is ridiculous that putting a military service member our over 2,500.00 dollars is ok.  If anything why can't orbitz give a credit in exchange or a refund.  How is your response even good customer service.  I am very disappointed in orbitz and highly doubt I will be using your services again. 
Sincerely,
Juan [redacted]

Dear [redacted], The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you further. It is my...

understanding that you are upset about the amount you were charged for your package. I appreciate the opportunity to review your account and respond to your concerns. On behalf of Orbitz, I apologize for the disappointing experience and the inconvenience this caused you. After reviewing your account, I do see your reservation that is confirmed for February 21, 2016. Please know you were charged $2323.63 USD for this package. Any other charges you are seeing are actually soft charges or temporary authorizations. Please be assured these charges automatically drop off within 3-5 business days, depending on your bank. If you would like to have the charges removed sooner, please contact our 24/7 customer service department at [redacted] or 001-3[redacted] for English or 0[redacted] for Spanish, if calling from outside the US. Someone will be glad to contact your bank and request these charged be removed. Some banks will honor our request, and other banks will wait for the pending charge to just drop off. [redacted], we certainly regret any inconvenience this has caused. As a gesture of our sincerity, Orbitz has issued you a $75 USD future travel voucher to use on your next Orbitz.com prepaid booking. Our voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needs. Here are the instructions for the future travel voucher: When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [redacted]@Orbitz.com. Please reference case number [redacted] and my letter offering the $75 voucher in your request. Orbitz will then issue a credit to the card used for the new booking. This offer is valid until January 29, 2017. [redacted], I hope this better explains why the additional charges are showing on your account. We appreciate your business, and we hope to have an opportunity to serve you in the future with your travel planning needs. Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

November 29, 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 Ann Leung (Revdex.com case number [redacted]) regarding a hotel reservation. We understand from Ms. [redacted] complaint she is requesting a refund due to a recently submitted Best Price Guarantee claim.Our records indicate on November 15, 2016 the customer self-booked a hotel reservation for two travelers using Orbitz.com. The customer purchased a one night hotel reservation at [redacted] Kagoshima, checking in on January 15, 2017 and checking out on January 16, 2017.Starting on November 15, 2016 the customer submitted multiple BPG claims. After reviewing the claims we understand that some claims were denied due to the lower rate not be available at the time of validation. We apologize for any inconvenience this lapse in time may have caused. We would also like to apologize for the customer service issues experienced in trying to obtain a price match of the reservation. We would like the customer to know that every reservation is important to us and our main goal is to provide a smooth and pleasant experience to our members.After further review of the lowest price match submitted by the customer on October 16, 2016 we are able to validate the customers claim. As of November 29, 2016 Orbitz has submitted a refund of $3.06. We request the customer contact our customer service after travel is completed and refer to case number [redacted] to expedite the addition of 50 Orbucks to their account.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service