Orbitz

Dear Dr. [redacted],   The Revdex.com has shared with us your correspondence regarding your recent experience with Orbitz. It is my understanding you are upset with the service you received when contacting Orbitz to use a credit from a canceled flight. I appreciate...

the opportunity to review your account and respond to your concerns.   On behalf of Orbitz, I would like to apologize for any frustration this has caused you. Our aim is to meet or exceed customer expectations, and I regret that in this case, we fell short of our goal.   Please know I have forwarded your complaint to the Director of our Customer Service Center for review.  Clearly, our representatives should have handled your inquiry more appropriately.  Our Director will address this issue with the agents to ensure better service in the future.   Dr. [redacted], when you have a credit from a canceled flight you must contact our Customer Service Department to use the credit as this cannot be done on via the Orbitz website. Please understand while we do regret your disappointment with the service you received, the credit from your canceled flight is a credit with [redacted] Airlines and not with Orbitz; therefore, we do have to follow the rules placed on the reservation by the airline. Unfortunately, as the original ticket was non-refundable, Orbitz is not in a position to provide a refund for the ticket; however, you do still have the credit from the canceled flight, which is valid until October 15, 2016, to use towards a new [redacted] Airline booking.   Nevertheless, we do value you as a customer and as a gesture of sincerity for your disappointing experience we would like to offer you a $200 future travel voucher to be used towards your next Orbitz.com booking. Our future travel 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 5709311 and my letter offering the $200 future travel 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 February 18, 2017. We appreciate your business and do hope you will use Orbitz in the future for your travel needs so we may restore your faith in our products and services. Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

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

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 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

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]

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

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 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

Orbitz is bad. Horrible company. I made a hotel reservation and when the screen popped up to confirm the reservation I noticed the dates were incorrect. I immediately tried to fix the problem, but there is not a place on the site to edit the information. I called their customer service and they would not help me. So I ended up paying for a hotel that I could not use.

November 21, 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 the price increase experienced while attempting to book a reservation. 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 flight 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. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Orbitz is unable to alter the airlines rates to reflect the price that was first displayed to Ms. [redacted].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,[redacted]Tier 3 Customer Service

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

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.

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]

I am extremely disappointed with Orbitz's customer service. On Saturday, I booked a hotel reservation in which it was my understanding that it was refundable. We purposely booked the more expensive, refundable option because my wife is waiting for approval from her boss for the vacation dates. When we received the confirmation, it said non-refundable and my credit card was charged for the entire booking. Immediately, I called Orbitz customer service and emailed them requesting to change my reservation to the refundable booking. After speaking with 4 customer service reps/managers and spending much of my day on the phone with them, the issue still isn't resolved and they refuse to reimburse me for the booking. I will never use or recommend Orbitz again.

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]

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

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

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

June 10, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O-120069Dear 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 he is requesting a refund for a flight reservation.Our records indicate on January 30, 2016 the customer self-booked a one-way trip flight reservation using Orbitz.com for one traveler. The flight reservation was operated by China Airlines, with flights departing on March 3, 2016 from Vancouver to Bangkok. The customer also purchased a “Orbitz Flight Protection Comprehensive”.Our records reflect the customer contacting Orbitz on March 3, 2016 due to her flights being canceled. After further research we are able to verify that Ms. [redacted] departure flight was canceled by China Airlines on March 3, 2016. While being assisted by one of our agents the customer submitted screenshots of her confirmation email. Upon further research, we are able to verify that in the flight overview portion of the customer’s confirmation email it states that the passengers flights will depart from Vancouver on March 3, 2016. The passenger will arrive in Taipei one day after departing from Vancouver on March 4, 2016.We are also able to confirm that when the customer was booking the reservation online using our self-service tools the customer input the date of departure as being March 3, 2016. Within the “Trip Summary” page of the customers booking process the date would have been displayed as departing from Vancouver on March 3, 2016 and arriving in Bangkok on March 4, 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. Based on the fare rules the customer agreed to at the time of booking, the tickets were non-refundable. Due to this Orbitz is not able to offer any compensation.We sincerely regret that we are unable to offer a more satisfactory response or resolution to Ms. [redacted] 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 Ms. [redacted] flight purchase before our system asked her 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