Orbitz

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]

I booked a trip for me and my husband from [redacted] angeles, ** 9th to [redacted] 19th. The reason we did is because they were the only one with a direct flight. A month past by and they changed our flight without giving us an option. So I called and explained the situation. The person on the phone said I can either change days to the 18th or the 20th. This was a fine option [redacted] I must discus with mu family so she also stated that I could call back.

I called back and the person that I spoke to said that I would have to pay for the change and I quote "I have no comment for you" I was shocked. I was so unhelpful. I was in customer service a while back and I would never say to a client I have no comment for you. That seems absurd. Not only was he not helpful but when I asked for a manager he made it clear of the contempt for me. I didn't even know this person and he was acting like I insulted him by even questioning the fact that I had a previous conversation with someone else at the company. The service to me was unacceptable and I will not use them again.

July 8, 2016Revdex.comComplaint Department – OrbitzDear 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.Upon further research, we are unable to locate an Orbitz.com account related to Ms. [redacted] complaint. We respectfully request that Ms. [redacted] provide us with an email address used to book the reservation and the itinerary number. The requested information will enable us to appropriately address the customers concerns.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

Dear [redacted]l, The Revdex.com has shared your recent correspondence pertaining to the problems encountered on Delta flight 1090. 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. Please know that we have verified that there were no schedule change notifications regarding this flight, and it was still showing in the airline systems available for travel.  We have reached out to Delta Airlines directly regarding the problems you encountered so that they could review.  [redacted]l, as soon as we have received a response, we will promptly update you; however, please allow up to 14 business days.  Thank you again for the opportunity to address your concerns, and we appreciate your patience. Sincerely, Charlotte [redacted] Orbitz Customer Relations

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

November 8, 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 are unhappy about a submitted best price guarantee claim.Our records indicate on October 27, 2016 the customer self-booked a one-way flight for one passenger on Orbitz.com. The customers flights were operated by American Airlines, departing from Chicago, IL to Santa Fe, NM on November 13, 2016.On October 28, 2016 the customer submitted a Best Price Guarantee claim for the flight reservation. The same day the customers claim was denied. After further reviewing the customers Best Price Guarantee submission and the Best Price Guarantee terms and conditions. We have to deny the customers claims due to the customers screenshot not showing the same flight numbers nor showing the total price of the reservation including the full taxes and fees. Please review the Best Price Guarantee terms and conditions and link below:https://www.orbitz.com/p/info-other/guaranteesWe 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

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.

Initial Business Response /* (1000, 5, 2014/12/17) */
Dear Mr.[redacted],
The Revdex.com has shared your recent correspondence pertaining to the shuttle service reserved. I appreciate the opportunity to review your account and respond to your concerns.
Please know that upon...

reviewing the ground transportation reserved, we do show that you were confirmed; however, this is not a private service. The shuttle does stop at other properties, which are listed during the booking process. Also, once your booking has been confirmed, you must contact Majestic directly to set your pickup times. Below are the instructions listed on your voucher.
Redemption Instructions
You must print this voucher and present it in order to redeem services. PLEASE CONTACT MAJESTIC TOURS AT LEAST 24 HOURS AFTER BOOKING TO RESERVE YOUR TRANSPORTATION Please call XXX-XXX-XXXX. Upon arrival in Nassau please proceed to the Majestic Tours desk in the arrivals area and present your voucher to the Majestic representative. Please reserve your return transfer at this time, as it must be booked at least 24 hours prior to your flight departure. Return transfers can also be booked in person between 8:30 AM-5 PM daily at one of the Majestic Tours service booths in Atlantis Coral Towers, Atlantic Beach Towers, Comfort Suites, Sheraton Grand Hotel, Holiday Inn SunSpree, Nassau Beach, Radisson Cable Beach, Wyndham Nassau, or British Colonial.
Mr.[redacted], if Majestic was not contacted as advised, they would not schedule your pickup. If they are contacted, they [redacted] be at the airport pickup location, but again, this is a shared shuttle. Due to any confusion, as a one-time gesture of goodwill, I [redacted] process a refund on the shuttle serve only. The refund in the amount of $120 [redacted] be processed back to the credit card used to confirm the booking. Please allow 3 to 5 business days for the refund to process.
Mr.[redacted], thank you again for the opportunity to respond to your concerns. We do appreciate your business, and hope that we have a future opportunity to serve you.
Sincerely,
[redacted]
Orbitz Customer Relations

December 8, 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. Orbitz acknowledges that Mr[redacted] claims to have called in within 24 hours of purchasing his reservation. However, we are unable to validate any calls that were made into our customer service within 24 hours of his reservation. As no cancelations happened within 24 hours of booking we are unable to refund the customer [redacted] Airlines cancelation fees.As previously advised, Orbitz serves as a third party intermediary with travel providers such as airlines and we are subject to the rules and restrictions of those providers. Based on the tickets fare rules Mr[redacted] agreed to at the time of booking, the tickets were refundable with a cancelation fee of 1500 ZAR  and changeable with a change penalty fee of 500 ZAR per passenger that would be charged. To change the reservation the customer would be responsible for any difference in fare. 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

Complaint: [redacted]
I am rejecting this response because:[redacted] from [redacted](your partner) got in touch with me two days ago regarding the refund. However, I have sent them repeated emails asking them about the status and I haven't heard from them ever since pertaining to my incident # [redacted]. Since I have a medical emergency in the family I paid off the RMS collection agency for time being and had requested [redacted] to see if they can refund that. I am unsure what I did pay for since I didnt use any of your services in the first place.Even after repeated emails to her @orbitz.com email address I havent heard back since past two days. It's quite painful to deal with either of you folks honestly even to get the refund. Will update this once I hear back from [redacted] from Orbitz (who is [redacted] customer care representative). 
Sincerely,
[redacted]

March 25, 2016
Revdex.com
Complaint Department – Orbitz
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 Glenn [redacted] (Revdex.com case number [redacted]) regarding a his rewards activity. We understand from Mr. [redacted] complaint he is requesting additional Orbucks to be added to his account. On March 25, 2016, we contacted Mr. [redacted] to acknowledge receipt of the Revdex.com complaint but were but were unable to reach the consumer.
The customer self-booked a flight reservation on Orbitz.com. The flight reservation was operated by [redacted], with flights departing from Toronto to Houston, TX on April 10, 2016, and returning on May 31, 2016.
After reviewing the customer’s account we are able to verify that when the reservations was completed with our self-service tools online the customer was awarded 6.96 Orbucks. We understand that the customer was unable to utilize his Orbitz credit card to book the reservation.
We would like to apologize for the inconvenience Mr. [redacted] may have experienced, and for any lack of service he received while trying to resolve this issue. Despite his recent experience, we do value his business. Orbitz has placed a $25 coupon Orbitz Travel Coupon for use on a future trip in his permanent Orbitz account. 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 this letter.
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

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.