Orbitz

Initial Business Response /* (1000, 5, 2014/02/10) */
Dear Mr. [redacted],
The Revdex.com has shared your recent correspondence pertaining to the Orbucks program and Best Price Guarantee. I appreciate the opportunity to review your account and respond to your concerns.
Customer...

Relations has addressed the concern previously, totaling nine separate cases beginning on April 30, 2013. The concern was escalated to the Senior Management of the Orbitz Worldwide, which again was discussed in great length along with responses as recent as January 15, 2014.
Accordingly, for the reasons discussed below, we have removed all the Orbucks awarded to your account.
The Best Price Guarantee terms and conditions make clear that the program is available only to a "customer who books a qualifying flight, hotel or rental car through the Site on or after October 17, 2013 using a valid credit card with a [redacted] billing address." Some of the credit cards you have used to reserve hotel rooms related to these email addresses are credit cards that you used before the Best Price Guarantee program began, each of which previously had a billing address in [redacted].
After the commencement of the Best Price Guarantee program, the billing address for these credit cards inexplicably changed to one of several [redacted] addresses, with some cards having more than one new billing address. Additionally, some of the new billing addresses you have identified are not even valid [redacted] addresses. The U.S. addresses that are actual addresses appear to be for businesses with which we do not believe you are affiliated.
For example, in the screen shots, you provided; you showed that the location of one of the billing addresses is "[redacted], **." However, the city of [redacted] is located in a different state, not [redacted], which leads us to conclude that this billing address is not valid for this credit card. Additionally, our payment processor has advised that they cannot validate the billing address of these credit cards which are issued by a bank in [redacted].
All Orbucks earned as a result of your Best Price Guarantee claims have therefore been removed from your account, and all of your pending claims under the Best Price Guarantee program have been denied.
We have given this matter every consideration and at the same time, provided you detailed responses regarding it.
Regrettably, based on the forgoing conclusion as stated above, Orbitz is unable to offer the Orbucks in the amount of $2205.04.
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
Final Consumer Response /* (4200, 13, 2014/02/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Orbitz.com needn't to discuss the problem of the address over and over again.
It is not our complaint.
We complaints are Orbitz have processed and approved our claims after October 17, 2013, for cheat us to hold the expensive hotels booking of Orbitz.com.
You said we are ineligible after October 17, 2013,but you have processed and approved our claims October 17, 2013.
Why?What's wrong with you?
Obviously,you cheated us.Cheater!
If you don't cheat us, there will be not any complaints now.
Stop cheating and must refund.You must be responsible for you cheat.
We reserve the right to litigate.There are enough proffs that you cheated us.
Final Business Response /* (4000, 9, 2014/02/12) */
Dear Mr. [redacted],
In your most-correspondence, 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.
The Best Price Guarantee terms and conditions make clear that the program is available only to a "customer who books a qualifying flight, hotel or rental car through the Site on or after October 17, 2013 using a valid credit card with a [redacted] billing address."
The U.S. addresses that are actual addresses appear to be for businesses with which we do not believe you are affiliated. Our payment processor has advised that they cannot validate the billing address of these credit cards which are issued by a bank in [redacted].
Regrettably, based on the forgoing conclusion as stated above, Orbitz is unable to offer the Orbucks in the amount of $2205.04.
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

Dear Mr. [redacted],
The Revdex.com has advised us of your recent complaint. My understanding is that you were attempting to book an airline ticket from Minneapolis to Cancun. When you tried to purchase the selected fare, you received an error message saying it was no longer...

available. On behalf of my colleagues at Orbitz, I sincerely apologize for your disappointment in our services. I also apologize for the customer service issues you experienced when contacting our call center.
Orbitz is an unbiased on-line Travel Agency offering millions of fare combinations on every requested air search. All fares are determined directly by the airlines and can be updated at any time. Unfortunately, fares are not guaranteed until they are ticketed. Orbitz is not able to restore a fare once it is sold out or discontinued by the airline.
Airfares and availability change throughout the day, based on demand for the flight and the airlines' right to change them at any time. Orbitz monitors these changes closely and makes every effort to keep our fare displays as current as possible.
Orbitz, as with any travel agency, is required to apply the fares and fare rules in effect at the exact moment of your booking. Unfortunately, fares can change very rapidly as the carriers continually adjust their flight loads, especially during peak travel times.
Occasional technical issues our inevitable in the e-commerce industry, but Orbitz strives to quickly correct any website problems we may have. Although I sincerely apologize for the website problems that affected your booking experience, Orbitz cannot be held responsible for an increase in fares by the airline during these website issues.
Mr. [redacted], thank you for giving me the opportunity to respond to your concerns. Please be assured that we value your business, and we hope to have a future opportunity to serve you again with your travel planning needs.
Sincerely,
[redacted]
Orbitz Customer Relations

Customer Service SUCKS.... The hold time is ridiculous I waited on hold for over an 1 hour and 45 minutes and my issue still was not resolved. I called Obitz on July 2, 2016 booked 3 airline tickets when I got confirmation of my reservations I noticed one of the names were spelled wrong, I immediately called to advise them of there error,and they made it seems as if I made the error. No your non speaking English representative made the mistake. After being on the phone with them for over 3 hours the only option they gave me was to cancel my 1st reservation to book another not understanding that the bank is going to put a hold on the money from the 1st transaction. Needless to say they did nothing to accommodate me, I will never use there service again. Had I booked this myself this conversation would have been less then 5 minutes because all they would have said was no the reservation is non refundable. This was the worst service ever!!!!!!

It appears Orbitz uses false advertising where their "reward points" are concerned. I was told I would have a discount over $12. I was charged the full amount without the discount. But do you think I had any recourse? Of course not. Orbitz's links to "customer service" and "contact us" only lead you back to the same "case" page, which is entirely useless in a situation like this. I won't ever be using their "services" again.

Initial Business Response /* (1000, 5, 2014/08/06) */
Dear Ms.[redacted]
The Revdex.com has shared your recent correspondence pertaining to the schedule change for your current trip. I appreciate the opportunity to review your account and respond to your concerns.
From your...

complaint, you booked a ticket on April 19, 2014 for travel on July 14, 2014. After the booking was made, the airline,[redacted], initiated a schedule change, which you were not notified. You feel that Orbitz as a travel agency should notify customers of these types of changes to avoid the circumstances which you have been presented with. Furthermore; your perception of Orbitz has become discontented due to the service you have received.
Ms.[redacted] I do understand your frustration in this matter as you in good faith booked a trip, confirmed all the necessary flight times, only to have changes made to your booking which you did not request. Travel can be a hectic experience, and Orbitz does try to meet the expectations of our customers with current prices along with terms and conditions associated with ticket bookings.
Orbitz did receive a notification from the carrier on July 17, 2014; this was for the return portion on July 29, 2014.
The carrier,[redacted], along with carriers in general, has established specific procedures for re-accommodations. Orbitz, as with every travel company, works in conjunction with the carrier, to assist with the best possible alternatives.
We understand your dissatisfaction; however, carriers reserve the right to change their flight schedules at any time, with or without notice. During the booking process, Orbitz presents and customers must agree to the airline fare rules and Ticket Terms and Conditions. This policy is consistent throughout the airline industry, and the same rules would apply if you had booked the ticket directly from the airline or another travel agency.
If the schedule change occurs during the same day; Orbitz accepts the changes without customer input. Although the schedule change is viewable in your itinerary history, your reservation did not fall into the proper queue for attention. Whatever the problem, we acknowledge a mistake was made, and we regret failing to meet your expectations.
On your behalf, I have contacted the airline,[redacted], to verify the concern; according to the airline, the ticket was exchanged by[redacted]. Unfortunately, once an airline takes control over the tickets, Orbitz is unable to view or investigate the internal airlines' changes.
Regrettably, as the entire ticket was used; Orbitz is unable to refund a used ticket.
In the appreciation for your continued business and support, Orbitz would like to offer you a $200 future travel voucher on your next Orbitz.com booking. Our designated travel voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needs.
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 XXXXXXX 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 August 6, 2015.
We take our customers' comments very seriously, and I thank you for your honest feedback.
Ms.[redacted] we regret any misunderstanding this may have caused. We appreciate your business, and we hope you will provide us with a future opportunity to restore your confidence in our products and services.
Sincerely,
[redacted]
Orbitz Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2014/08/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you[redacted] for your quick response. I do understand that Orbitz stands at a very difficult position to provide great service. It's unfortunate that I purchase a ticket and Orbitz to relinquish all rights to the airlines. Which obviously do not hold themselves to the same standard of service. You stated in your response that a refund was not possible because the full amount was used, but in actuality[redacted] said they used the rest of my fund (Mexico to Costa Rica, and Costa Rica to SFO) and pay an extra $600 to fly to Cancun??? I checked online, it's $500 just to fly round trip. I pretty much forfeited my whole trip (because they told me I lost it all if I didn't fly any part of the trip!) and paid more to deal with this situation. Overall, I am very dissatisfied with this whole process. This has happened twice with my online flight purchase from Orbitz. I hope we can come to a better compromise. Hoping to hear back from you soon. Thank you, [redacted]
Final Business Response /* (4000, 9, 2014/08/13) */
Dear Mr.[redacted]
Thank you for your detailed follow up e-mail. I am sorry you are disappointed with my previous response and regret your perception that it was not empathetic to your circumstances.
As I understand, the exchanged ticket directly with[redacted] should not have used the entire amount of the ticket; the actual fare is less than the amount charged.
When the tickets were, at your request, exchanged,[redacted] processed the exchange, including the collection of all fees and or additional costs per the mandated airline policies.
As Orbitz did not exchange the ticket, we have no control over the fees and or additional costs. These costs are verbally presented to you directly with the airlines' staff.
Due to your circumstances, I will surrender the $200 voucher as a credit to the card ending in 1694, which is the card used for the ticket purchase. The designated travel voucher, along with the surrender to a credit, was meant to emphasize our commitment to you, for your circumstance, we hope that you will accept our offer in the spirit in which it is intended.
This will process today August 13, 2014. Please allow 3-5 days for the credit to appear on your statement.
This, however, is all the compensation which Orbitz will offer.
Mr.[redacted] thank you for allowing me to assist you in this matter. Again, I do apologize for the error and your continued frustration.
Sincerely,
[redacted]
Orbitz Customer Relations
Final Consumer Response /* (4200, 11, 2014/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To clarify, it's Ms.[redacted] and yes I'm continuously frustrated with the process and current service. I would just expect more from Orbitz since I have done numerous business with your company and this flaw in the system has not seem to correct or work itself out. Its very difficult for me when I do travel a lot to continuously be stranded at the airport due to the miscommunication. I really hope that Orbitz can work with their afflicted company to streamline this process for better customer service.

August 12, 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.As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate reply. At this time, we respectfully request additional time from the Revdex.com as further research is needed for this case. We will submit our final reply via the Revdex.com's website.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], and find the amount requested of $444.19 was credited to my card. It is unfortunate that Orbitz did not resolve this issue when we requested it of them, and that we had to go through Revdex.com to resolve the mistake made by Orbitz's agent. We will never be using Orbitz again.
We thank Revdex.com for their service in helping keep businesses honest.
Sincerely,
[redacted]

I am writing to complain the invalid claim of the Best Price Guarantee of Orbitz. I made a hotel booking via Orbitz. (My itinerary #**SSN**933. After the booking, I found that [redacted] provides a lower price for the same package.
Thus I submitted the Best Price Guarantee claim to Orbitz. They rejected me stating that 'Your Best Price Guarantee request does not meet the criteria established in the terms and conditions. We are unable to validate the lower rate from our competitor's website.'
Despite I can still find the lower price I submitted on [redacted] website, I submited the claim again but using the one I found on [redacted] App. The screen captured was uploaded to them also.
However, they are still using the same reason to reject me. 'Your Best Price Guarantee request does not meet the criteria established in the terms and conditions. We are unable to validate the lower rate from our competitor's website.'
I have clearly stated on my 2nd claim that I found the price on [redacted] App and when I receive the same message saying that I am submiting a claim with a 'website', it seems to me that their reply is just a standard template to reject customer without looking into the claim. I am very angry because it is not my first time to receive this 'standard reply'. Every time when they reject me with this reason, I look into the competitor website and found that the price I claimed was still there.
Orbitz disappointed me so much and the Best Price Guarantee program is not valid at all. Therefore I request a proper investigation into my case and Orbitz should refund the price difference plus the 50 Orbucks as they advertised.

April 28, 2016
Revdex.com
Orbitz.com
Complaint Department
 
Re: Orbitz Case #:O-[redacted]
 

Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret to hear [redacted] did not accept our response and/or resolution offered.
The customer’s new Air [redacted] ticket number issued on April 20, 2016, is [redacted]. Ms. [redacted] may contact Air [redacted] directly or Orbitz to reconfirm her flight details.
 
As previously advised, a refund in the amount of $137.00 was processed back to the customer’s original form of payment as a one-time courtesy. The length of time it takes for the customer to receive the refund depends on how long it takes the customer’s bank to process refunds.
 
As the this customer’s complaint was received via Department of Transportation and resolved on April 27, 2016, we respectfully request the Revdex.com close this case.
 
Sincerely,
 
[redacted]
Tier 3 Customer Service

Initial Business Response /* (1000, 5, 2014/02/10) */
Dear Ms. [redacted]
The Revdex.com has shared your recent correspondence pertaining to the refund amount on a ticket. I appreciate the opportunity to review your account and respond to your concerns.
From your complaint, you...

booked a ticket on January 6, 2014 for travel on January 9, 2014. After arriving in Japan, you contacted Orbitz regarding the possibility of changing the return date; due to the fees and additional amounts associated with the date change, you inquired about a possible refund. The amount was verbally quoted to you; however, a different amount was actually calculated. You believe that Orbitz should refund the amount quoted as you relied on this data in making the decision to refund rather a use as a credit. Furthermore; your perception of Orbitz has become discontented due to the service you have received.
Ms. [redacted] I do understand your concern in this regard, 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 made available on the website along with knowledgeable and comprehensible staff.
On your behalf, I have reviewed the monitored call which took place on January 14, 2014. The representative did advise a refund, minus a fee of $100.00. The quote was in the $350-400 range with a processing time of 21 days. You acknowledged and agreed along with the representative sending a cancellation email as requested.
According to my research, the refund group attempted to refund the remaining amount; however, the rule of the ticket would not allow a partial refund, only the international taxes being refundable.
In taking all things into consideration; the amount of the ticket was $554.80. The airline did impose a $100 fee to cancel. The remaining amount was $454.80. Orbitz has processed a refund in the amount of $176.60 on February 1, 2014.
Due to the misquote by the representative, I will refund the remaining amount of $278.20. This will process today, February 10, 2014 to the card ending in 5726. Please allow 3-5 days for the credit to appear on your statement. The credit will appear from Orbitz, not[redacted].
The total amount of the refund is $454.80.
We take our customers' comments very seriously, and I thank you for your honest feedback albeit the result was not what you were expecting.
Ms. [redacted] we appreciate you bringing this to our attention, and we regret any misunderstanding this may have caused. Your patronage is highly regarded, and we look forward to assisting you with your future travel planning needs.
Sincerely,
[redacted]
Orbitz Customer Relations
Final Consumer Response /* (2000, 7, 2014/02/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Finally they checked the recordings of the customer service they gave to me, and they refunded me the amount they originally told me. Took the responsibility of what their employees (customer services reps) tell to the customers.

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]

Orbitz Itinerary# **SSN[redacted] I purchase flight insurance and Orbitz did not include it. I was in the hospital but I couldn't cancel my flight because of Orbitz error. The car I rented was noisy from wind though the windshield crack. The hotel was dirty and not what the pictures they showed on-line.

This may be the worst experience I have ever had with any company. I have used Orbitz before with good results but try to make a change in your plans and forget it.
I will just quickly say. I made flight plans and had to change them. This requires a penalty fee be paid which I had no choice and is par for the course. Orbit set up my new flight and took my credit card info. I never received an email regarding my new flight so I called back and after 3 hours on the phone, you read that right, 3 hours, they told me that they didn't have a record of my change and also that now the fee has gone up. I argued I wasn't paying a higher fee for there mistake. Not to mention the flight I had switched to was no longer available. I had to pick a new flight and pay the original fee. The charge showed up on my card but after calling the airlines they stated number 1, no fee, then they could not see the updated ticket, etc, etc, more calls to orbitz, finally fixed ticket after many calls. Fee as of now has not been charged, I will loose my flight with the airlines if the fee is not charged next week. I have talked to many operators at orbitz and supervisors just one today who said they would call me back. Over and hour so far no call back.
This is the short version of the nightmare of dealing with orbitz. I will never use them again.

September 6, 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 Ms. [redacted] is requesting a refund of her hotel reservation.Our records indicate that on August 2, 2016 the customer booked a hotel reservation for four travelers by calling Orbitz. The customer purchased a four night hotel reservation at [redacted] Resort by Counts-Oakes Resort Properties, checking in on October 6, 2016, and checking out on October 10, 2016.Per the hotels cancellation and change policy: Cancellations or changes made before 11:00 PM local hotel time, Tuesday, September 06, 2016 are subject to a hotel fee equal to 1 night(s) plus taxes and fees.We are able to confirm that this issue was resolved on September 5, 2016 when the customer called Orbitz to request a refund. As a one-time courtesy our customer service agent processed a refund of the remaining night of the canceled hotel reservation. The amount of time it takes the customer to receive depends on the customers banking institution.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

April 5, 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.  [redacted], Inc. 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 Ms. [redacted] is requesting a car reservation for 7 people. On April 5, 2016, we attempted to contact Ms. [redacted] to acknowledge receipt of the Revdex.com complaint but were unable to reach the consumer.Upon further research, we are unable to locate an Orbitz 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 Ms. [redacted] concerns. 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],


size="3"> The Revdex.com has shared your recent correspondence pertaining to your request to have the taxes refunded on your airline tickets under Orbitz locator [redacted]. I appreciate the opportunity to review your account and respond to your concerns.

Upon reviewing your reservation, I do show that Orbitz locator [redacted] was reserved via our online service on March 22, 2015 for the travel dates of June 24, 2015 through July 7, 2015 on [redacted] Atlantic Airlines.  Due to a medical emergency, I do see the booking was canceled on May 29, 2015.  As travel insurance was not reserved and the tickets being nonrefundable, the booking was properly canceled for future use. However, once the medical documentation was received, a refund exception was forwarded to [redacted] Atlantic.

On June 25, 2015, we did receive a response from [redacted] Atlantic denying the refund request.  We forwarded the request to [redacted] Atlantic a second time on your behalf; however, another denial letter was received on August 7, 2015.  On August 11, 2015, we responded to your email, and advised [redacted] Atlantic had denied your refund request.  In the notification, it was explained that the remaining nonrefundable ticket value could be used for future travel, or you could request a refund of the taxes.  The approximate tax refund would be $259.00 out of the $1585.40 ticket reserved for each traveler. The traveler would have to choose whether to utilize the ticket value for future use with the applicable penalty fees, or accept the refund of the taxes.

On October 10, 2015, we did receive a response from Mr. [redacted].  Mr. [redacted] was asking what the remaining ticket value would be, and if there would be any rebooking or additional fees when utilizing the ticket.  We responded to your questions on October 13, 2015 that it would be necessary to contact us directly, and our phone number was provided. 

Ms. [redacted], unfortunately, we do not show that we were contacted any further until April 29, 2016, and the ticket had already expired.  A refund of the taxes was not processed previously as we were not advised of the decision you had made regarding your tickets.  We would not process the refund without the customers’ permission.  Airline tickets only have a one-year validity, and since your tickets were issued on March 22, 2015, we no longer have access to the ticket. As we no longer have the ability to process a refund of the taxes, we have forwarded your request to [redacted] Atlantic directly.  Unfortunately, due to the age of the booking, we cannot guarantee that your request will be granted.

Ms. [redacted], we certainly regret your disappointment in our services, but our records show that there were questions on possibly utilizing your tickets for future travel, and that a refund request of the taxes was not previously received.  As soon as we receive a response from [redacted] Atlantic, we will promptly update you.

Thank you,

[redacted]
Orbitz Customer Relations

Dear Mr. [redacted] The Revdex.com has shared your recent correspondence pertaining to the...

airline imposed schedule changes pertaining to Orbitz confirmation number PBORB9607850234.  I apologize for any confusion, and appreciate the opportunity to review your account and respond to your concerns. Please know that I have reviewed your log.  I found that on September 17, you contacted Orbitz Customer Service due to a schedule change on GOL, you requested a new flight on the same day.  However, the Customer Service agent advised there no other flights available that day, and that they would waitlist alternate flights and per GOL, the flight should be confirmed two weeks prior to departure.  You were also advised of the option to cancel your airline ticket and were informed of the hotel’s cancel policy.  At this time, you decided to keep the waitlist and the hotel and check for alternate flights closer to departure date. On November 3, you contacted Orbitz Customer Service about your schedule change, and asked to be put on a flight as close to the same departure time that you originally.  Orbitz Customer Service contacted American Airlines and requested a new flight; however, you were told this was not guaranteed; you agreed to the terms, and Orbitz Customer Service rebooked you on the new flights.  Although Orbitz was attempting to process your exchange, your reservation did not fall into the proper queue for attention, and you were made aware at the airport that your new booking had not been processed.  At this time, we are unsure how this unfortunate situation occurred.  I apologize for any inconvenience this may have caused. Furthermore, you are requesting to be refunded for two nights.  However, for the evening of November 16, you did check-in to the hotel and utilize their services.  In taking all things into consideration along with the prolonged replies from Orbitz, we will refund you one night stay in the amount of $454.00 to your credit card on file.  Please allow 3 to 5 business days to process.  As a gesture of our sincerity, Orbitz would like to offer you a $200 USD future travel voucher on your next prepaid Orbitz.com airline, hotel or vacation package 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 5487471 and my letter offering the $200 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 22, 2016. Mr. [redacted] we appreciate your business and we hope you will provide us with a future opportunity to serve your with your travel planning needs. Sincerely, Luisa [redacted] Orbitz Customer Relations Chicago, IL

September 8, 2016
Revdex.com
Complaint Department – Orbitz
Re: 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.
Our records indicate that on May 5, 2016, Mr. [redacted] booked flight reservations – itinerary [redacted] – using the self-service tool on the Orbitz website. Travel was on China Eastern, departing June 13, 2016, from Vancouver, Canada to Bangkok, Thailand, returning July 8, 2016, for two passengers. We understand that Mr. [redacted] is requesting a refund in amount of $604.00 for the unused portion of his flight reservations as he was denied boarding on July 8, 2016, by China Eastern due to inadequate connection time in Lanzhou, China.
Upon further research, we confirmed that the connection time allotted on Mr. [redacted] tickets in Lanzhou, China was a total of 65 minutes, and that the minimum amount of time required for a layover connection in the Lanzhou, China airport is 60 minutes. However, Orbitz confirmed that the return portion of Mr. [redacted]’s tickets was unused. As such, as a courtesy, on September 8, 2016, Orbitz processed a refund for $604.00 back to the Mr. [redacted]’s original form of payment. The amount of time it takes to receive a refund depends upon the length of time it takes Mr. [redacted]’s financial institution to process refunds, generally 3-7 days.
 
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

Dear Mr. [redacted], Thank you for the quick response, and I am happy to address your continued concerns. We have found February 19, 2016 was to be the original travel date selected, and we are unable to explain the reservation discrepancy you described. According to my research, the booking was made privately, meaning there was no assistance from a telesales representative to book the ticket over the phone. 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. Throughout the booking process, the website recaps the selections made by the customer.  Within minutes of the booking, Orbitz also generates an ‘Orbitz Travel Document’ email confirming the flight dates, flight numbers, and times. Our customers may review their booking at any time in their online 'My Trips' profile. Mr. [redacted], thank you again for giving me the opportunity to address your concerns. Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

The statements made by orbits in response to my complaint are absolutely false. In addition to the fifth of April there were several other calls that were made of which I have all calls recorded. I also have direct contact and recorded call with [redacted] Airlines in regards to how orbits could have helped the customer by allowing the first leg of the flight to be that of Charlotte
 
Complaint: [redacted]
I am rejecting this response because:
It is it is absolutely false in regards to the statements being made of assistance at any point in time in particular in regards to the escalation department on the 5th of April. As I have stated I have every call that has been made and received with Orbitz including the call from this escalation Department of whom never stated anything of the sort. I also have recorded calls with the airline of whom stated they would be happy to allow the first leg of the flight be the Charlotte flight if orbits would update on their end. Again I have all calls recorded including those not mentioned by Orbitz. The representative that I even spoke to stated that she had spoke with Delta Airlines despite the fact that I am flying [redacted] Airlines. At this point my wife and I are being forced to drive to North Carolinaon the 5th of May as my family is located outside of Charlotte. We then we'll be having to rent a car to drive back to Richmond to the airport only to fly back down to Charlotte for my parents to pick us up at the airport for our 7 o'clock flight to Jamaica. In regards to the return flight the [redacted] Airlines representative while doing all he could to help informed us that as we have to go through customs in Charlotte we will be able to take our bags and not have to board the connecting flight from Charlotte to Virginia as my vehicle will already be in Charlotte at my parents from having to drive from Richmond to their home on the 5th of May as previously stated. Amongst other matters I do not understand why a company would offer insurance or protection plan for a flight and hotel package that are non-refundable. It is absolutely absurd. People work very hard for vacations and this is the worst experience I have ever had in regards to any matter. If orbits was so cognitive as to the matters I do not understand why I am not even being addressed as Doctor but rather Mister. That is just a moot point. My wife and I will enjoy this trip but I will ensure that all calls will be posted in reviews on every possible review site and social media to ensure they do not have the same nightmare of an experience that I have had.
Sincerely,
[redacted] M [redacted], PhD
[redacted]