Orbitz

August 26, 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 that the customer did not accept our response and/or resolution offered.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 the inconveniences experienced at the airport while attempting to check in for their flight.After further review of the customer’s account we able to confirm that no calls were made into Orbitz due to this inconvenience. At this time we are unable to offer any compensation as the customer was able to fully utilize her reservation.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

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.

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

Complaint: 11009806
I am rejecting this response because: the Orbitz discriminated against my religion on the phone and refused to issue a credit. If it that important for Orbitz to save 45$ but to loose its reputation. 
Sincerely,
Elina Shironina.

December 21, 2016
 
Revdex.com
Complaint Department - Orbitz
 
Re: Orbitz Case #: [redacted]
 
Dear Revdex.com,
 
Thank you for taking the time to contact Orbitz regarding an issue from our customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Orbitz is responding to the consumer complaint from [redacted] (Revdex.com complaint #[redacted]) regarding the best price guarantee refund request. 
 
Our records show on November 12, 2016, Mr. [redacted] self-booked an Orbitz.com hotel reservation via booking number [redacted] in the amount of $122.77 with a check-in date of January 10, 2017. We understand from the customer’s complaint, she found a lower price and a best price guarantee application was submitted. Mr. also stated Orbitz is not complying with the best price guarantee rules and is requesting a refund of the price difference and the $50 Orbucks to be placed on his account.
 
Upon researching Mr. [redacted] complaint we can confirm on November 24, 2016 a Best Price Guarantee was denied due to Orbitz’s representative inability to verify the lower price submitted by the customer. As per the Hotel Price Guarantee terms and conditions, lower price needs to be verified live by one of our representatives and lower price itinerary must much apples-to-apples, meaning hotel, room type, discounts and cancelation policy have to be identical.
 
Orbitz hotel price guarantee’s terms and condition on our website also state, in order for a refund of the difference for an approved claim to be paid, travel must be completed and if customer qualifies for the $50.00 Orbucks credit, it would be provided within 3 to 4 week after travel is complete. Mr. [redacted] itinerary travel dates are not until January 10, 2017.
 
The Hotel Price Guarantee terms and conditions also state, a customer can submit a hotel price guarantee claim at least 2 days prior to the check-in date. Based on the information provided above, we are unable to honor Mr. [redacted] refund request.
 
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]
Corporate 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 that this resolution is satisfactory to me.
Sincerely,
[redacted]

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

January 05, 2017 Revdex.com Orbitz – Alaska, Oregon & Western Washington Complaint Department Re: Orbitz Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Orbitz regarding an issue from our customer. We...

appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com complaint [redacted]) regarding a refund request for a flight reservation. Our records show on December 17, 2016, Mr. [redacted] self-booked an Orbitz.com airline reservation via booking number [redacted], with a trip start date of February 09th, 2017. We understand from Mr. [redacted]’s complaint, he was advised the reservation was not completed successfully and a new one had to be made. Mr. [redacted] was advised that the difference in fare for the new reservation would be refunded. Mr. [redacted] is requesting a refund of $238.98 for the difference between the new and old ticket he was advised to purchase and two booking fees of $6.99USD. We have processed a full refund of $238.98USD. This has been documented on the customer’s Orbitz account. Orbitz’s goal is to provide an exceptional customer experience. We do regret any inconvenience Mr. [redacted] has encountered in resolving this matter. As a refund has been given to and the issue has been resolved to Mr. [redacted]’s desired outcome, Orbitz considers this matter closed. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, [redacted] Tier 3 Customer Service

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.

Dear Mr. [redacted],

0in 0in 10pt;">The Revdex.com has shared your recent correspondence pertaining to your request to cancel you hotel booking; however, when you contacted our Service Center, they were unable to locate your reservation, but you were charged for the booking.  On behalf of Orbitz, we apologize for any confusion, and appreciate the opportunity to review your account and respond to your concerns.

With the information provided in correspondence, we were unable to locate an account or itinerary. At this time, we are requesting that you please provide an itinerary number and/or the email address used to make the reservation.  The itinerary number can usually be found on the line of the charge card statement.  You may submit the information through the complaint submission on the Revdex.com website. This information will enable us to appropriately address the situation and upon receipt, Orbitz will be able to assist further.
We thank you for allowing us the opportunity to address the issues, brought to our attention.
              
Sincerely,
[redacted]
Orbitz Customer Relations

Tell us why here...

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]

Initial Business Response /* (1000, 5, 2014/04/21) */
Ms.[redacted]
The Revdex.com has shared your recent correspondence pertaining to the rate increase of your package during the booking process. I appreciate the opportunity to review your account and respond to your...

concerns.
Airfares and availability change throughout the day, based on demand for the flight and the airlines' right to change them at any time. Unfortunately, fares can change very rapidly as the carriers continually adjust their flight loads, especially during peak travel times. Orbitz monitors these changes closely and makes every effort to keep our fare displays as current as possible.
Ms. [redacted], if a fare is no longer available, you will either receive a message advising you to make another search, or you will be given the next available rate until your flight choices have been updated. Please understand that airline fares are controlled by the airline, and charged to you by the airline directly. Once a fare is no longer available, Orbitz is not able to restore a fare. If you would like to forward me a copy of the flights in question, I can request that they be updated.
Nevertheless, as a gesture of our sincerity, Orbitz would like to offer you a $100 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 [redacted] and my letter offering the $100 voucher in your request. Orbitz will then issue a credit to the card used for the new booking. This offer is valid April 21, 2015.
Mr. [redacted], thank you again for the opportunity to address your concerns. We do appreciate your business, and hope that we have a future opportunity to serve you.
Sincerely,
[redacted]
Orbitz Customer Relations
Initial Consumer Rebuttal /* (2000, 7, 2014/04/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I want to thank both the Revdex.com and Orbitz for such timely response. I understand airline's change prices or run out of seats but it is Orbitz job to keep up and make sure they are providing accurate information. I tried every day last week and kept getting the same initial offer but at checkout was $1000 more. I will accept their $100 voucher for a future flight.
Final Consumer Response /* (450, 8, 2014/04/21) */
The consumer indicated ONLINE that the business responded to this complaint to his/her satisfaction. He/she also stated:

May 23, 2016
"Arial","sans-serif";">Revdex.com
Complaint Department – Orbitz.com
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.
Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding car rental reservations. We understand the customer is requesting a refund of $80.00 for the Orbitz car collision damage protection.
Our records indicate that on May 1, 2016, the customer booked car reservations – itinerary [redacted] – using the self-service tool on the mobile site. Car rental was provided by [redacted] for an economy size car, picking up May 1, 2016, in San Diego, California for seven nights. The customer booked the Orbitz car collision damage insurance in conjunction with the rental car reservations.
Upon further research, we were able to confirm May 2, 2016, the customer contacted Orbitz stating they were charged for car insurance directly by [redacted]. On May 5, 2016, the amount of $80.00 was refunded back to the customer’s original form of payment.
The amount of time it takes for Ms. [redacted] to receive a refund depends upon how quickly her credit card processes refunds.
We hope that with the information provided, we have addressed all of the customer’s concerns and look forward to assisting them further with their future travel needs.
If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
[redacted]
Tier 3 Customer Service

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]

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]

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.  I appreciate the response and resolution and hope that the company will further train and empower its customer service representatives to resolve these issues quickly.
Sincerely,
[redacted]

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]