Orbitz

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

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.

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

Dear
Kingsley,
The Revdex.com has shared your recent correspondence
with Orbitz so that we may assist you further. It is my understanding that you feel Orbitz engages in bait
and switch tactics, due to the price changes on our website. I appreciate the
opportunity to review...

and respond to you. On behalf of Orbitz, I apologize for
the disappointing experience and the frustration this caused you.Orbitz goal is to make every customer experience a great one, by
offering the lowest fare available to our customers. Orbitz is an unbiased and
dedicated online Travel Agency offering millions of fares on every requested
flight search. We understand it is frustrating for you to see a price on a
reservation that you would like to confirm, and the price increases. Inventory
available on Orbitz is also available on other travel sites.
Please know at the same time, there are millions of customers
shopping throughout the day. The airfares and their availability can be updated
at any time, with or without notice, since they are determined directly by the
airlines. 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. That’s why these fares are not guaranteed until we receive confirmation
from the airlines, and tickets have been issued.
When you
are attempting a booking, and the price changes or shows no longer available;
this means that the airlines have updated their pricing but have failed to
update our website with current price. In situations where the airlines have
not updated their fares and availability, we can send a request that they
update the system. If you provide the flight details; I will forward to the
appropriate department for their follow up with the carriers to update the
website with their most updated availability and fare.
Regrettable,
Orbitz is not able to restore a fare once it is sold out or discontinued by the
airline. However, as a gesture of goodwill, Orbitz has issued you a $75 USD
future travel voucher to use on your next Orbitz.com prepaid booking. Our
voucher is meant to emphasize our commitment to you, and we remain hopeful you
will continue using Orbitz for your travel planning needs.
Here are
the instructions for the future travel voucher:
When you
make your next booking on Orbitz.com, please forward a copy of the Orbitz
Travel Document e-mail to us at [email protected].
Please reference case number [redacted] and my letter offering the $75 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 December 1, 2016.
Kingsley,
thank you for allowing me to review this with you. We appreciate your business,
and we hope to have an opportunity to serve you in the future.
Sincerely,
Jeanna
HandleyOrbitz
Customer RelationsChicago,
IL

Initial Business Response /* (1000, 5, 2014/06/10) */
Dear [redacted]
The Revdex.com has shared with us your correspondence regarding your recent experience with Orbitz. I understand you are upset as you state no notification was given to you regarding the change of time on...

your flight from Barcelona to Athens. I appreciate the opportunity to review your account, and respond to you.
On behalf of Orbitz, I would like to apologize for any frustration this has caused.
While we're reviewing this matter further, it would be helpful if you could please provide the receipts for the new tickets you purchased at the airport. You can scan them and attach them to your reply to this email, or fax them to my attention at X-XXX-XXX-XXXX.
I look forward to hearing back from you.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (3000, 7, 2014/06/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response from the business is a [redacted] in the right direction but still pending resolution. I am attaching copies of tickets, receipts and boarding passes [redacted] the new tickets I had to purchase. The amount Iberia charged me for the BCN to LHR portion of the trip was 947.18 Euros, or US$1313.38 as it appeared on my credit card statement. Since I was able to use 20,000 American Airlines miles for the LHR to ATH portion of this trip, my out of pocket cost for that was only $166.60 for taxes and fees. Please note the original ticket cost (BCN - LHR, LHR - ATH) quoted to me by Iberia was 1,745.00 Euros, therefore using my ** miles did significantly reduce the total out of pocket expense.
Final Business Response /* (4000, 9, 2014/06/13) */
Dear [redacted]
Thank you for your response.
Please know, I have checked your reservation history and do see an airline schedule change in your itinerary history. We acknowledge that we failed to contact you regarding this change, and I sincerely apologize for not meeting the high level of standards that you have come to expect from Orbitz.
We value our customers and for that reason, we have taken two steps.
First, we are currently addressing how this situation occurred. Although the schedule change is viewable in your itinerary history, your reservation did not fall into the proper queue for attention. At this time, we are unsure how this unfortunate situation occurred. We are currently researching with the airline carrier and our technology partners to determine the cause of this problem. We acknowledge a mistake was made and we regret failing to meet your expectations.
Secondly, we have processed a refund for the amount you paid for the new tickets you purchased at the airport, $1313.38 USD and $160.60 USD, for a total of $1479.98 USD. The refund will appear back to your American Express Card ending in[redacted] within 3 to 5 business days.
[redacted], we appreciate your business, and hope you will continue to use Orbitz in the future for your travel needs.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL
Final Consumer Response /* (2000, 11, 2014/06/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have received the refund of $1479.98 USD as indicated on your last letter and consider this matter fully resolved. Thank you for handling this matter in a timely and satisfactory manner. I am looking forward to continue using Orbitz for my travel arrangements in the near future.
Sincerely,
[redacted]

In December I reserved a vehicle in Guatemala with [redacted] through Orbitz. I had to pickup the vehicle before, and asked if this was going to affect my reservation. They told me that it could be cancel no-hassle at all. I even returned the vehicle earlier because the insurance was forced to be bought and it was about double of the priced of the daily rental.
I was over charged $180 and had to pay an insurance that I did not used "for the days I cancelled"!?. I reported the issue to Orbitz and they just point me to [redacted]. The [redacted], point me to their Guatemalan branch. In here, Mr. [redacted], the [redacted] owner, assured me that a partial payment was going to be reimbursed. It's been many emails and false promises. I had no received any money back and now they, from [redacted] in Guatemala are not answering my emails or my phone calls. .

My experience with Orbitz was TERRIBLE.

The airline changed the flight, Orbitz was supposed to notify me, but I didn't receive anything from them. So I missed my international flight, and had to reschedule my connection flight. Luckily the airline (not Orbitz) was able to reschedule my international flight at no charge.

The Orbitz agent claims that Orbitz sent me a notification of the change in the flight, to my [redacted] account registered on the Orbitz site. However, I did NOT receive that notification (I checked my inbox, my deleted emails, my spam folder), and when I asked her to forward me the email they had sent, she said that she could not forward it due to company policies. That is, she can't produce a proof that the email was sent, all I have is her word, against mine.

As a result of this failure to notify, I had to reschedule my connection flight with [redacted], which costs $440 for me and my wife. And Orbitz can't/won't do anything about it.

I am a VERY VERY dissatisfied customer, and I will never use Orbitz if I can avoid it, and will make sure that everyone I know is aware of the poor experience I received it from Orbitz.

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

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]

Initial Business Response /* (1000, 5, 2014/12/31) */
Dear [redacted]
The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you further. I understand you booked a reservation that you had to later cancel, and you feel you were given incorrect...

information by the agent. You are requesting a refund or a credit for a future flight. I appreciate the opportunity to review your account and respond to your concerns. On behalf of Orbitz, I apologize for the disappointing experience and the frustration this caused you.
Orbitz strives to provide the best possible customer service, and I regret that in this case, we fell short of our goal.
Please know I have spoken with[redacted] Airlines on your behalf, and they have agreed to allow you to use the full credit amount toward a future trip. The credit amount is $118.90. The credit has to be used by the same traveler, on the same airline. Upon rebooking, there is no penalty fee, but you will be responsible for the fare difference. You will need to contact[redacted] Airlines directly and provide record locator VC9RHQ, and they will assist with the new booking and apply the credit. The new reservation has to be rebooked by 60 days from today's date, but you have until December 29, 2015 to complete travel.
Also, as a gesture of our sincerity, Orbitz has issued you a $50 USD future travel voucher to be used toward your next Orbitz.com flight, hotel or 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 e-mail offering the $50 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 December 31, 2015.
[redacted] thank you for bringing this matter to our attention. Orbitz appreciates your business, and we hope you will provide us with a future opportunity to fully restore your confidence in our products and services.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL

Initial Business Response /* (1000, 5, 2014/09/11) */
Dear Mr.[redacted]
The Revdex.com has shared your recent correspondence pertaining to the problems you encountered when arriving at the Extended-Stay America - Detroit - Dearborn On behalf of Orbitz, we apologize for this...

disappointing experience, and appreciate the opportunity to review your account and respond to your concerns.
Upon reviewing your account, we do show that the Extended-Stay America had initially charged Orbitz for your full stay; however, I do see that they have now processed a credit to us for one night of your booking. Please know that I have processed a refund in the amount of $128.70 back to your American Express card ending in[redacted] Please allow 3 to 5 business days for the refund to process.
Also, due to the inconveniences you encountered, Orbitz would like to offer you a $50 USD future travel voucher on your next prepaid Orbitz.com 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 [redacted]@Orbitz.com. Please reference case number [redacted] and my letter offering the $50 voucher in your request. Orbitz will then issue a credit to the card used for the new booking. This offer is valid until September 11, 2015.
Mr.[redacted] we appreciate your business, and we hope you will provide us with a future opportunity to serve you with your travel planning needs.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (3000, 7, 2014/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1) I want to thank you for the quick response of the above complain.
2) The refund should only be $104.22. The stated amount is more than that.
3) Please address the customer service issue at the Orbitz. According to the Orbitz customer service supervisor #XXXXX, there was no other channel for me to pursue. If I would have been given some other options to pursue my dissatisfaction with his decision, I would not have come this far to complain in this forum.
Thank you.
Final Business Response /* (4000, 9, 2014/09/18) */
Dear Mr.[redacted]
Thank you for your follow-up response,a nd I appreciate the opportunity to address your continued concerns.
Please know that the full charge including all taxes and fees was $128.70 per night for your booking. Due to the circumstances you encountered, we were inclined to refund the full per night charge.
Mr.[redacted] please be assured that you customer concerns will be addressed. We do appreciate your business, and hope that we have a future opportunity to serve you.
Sincerely,
[redacted]
Orbitz Customer Relations

May 2, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O-[redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and...

concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from the customers complaint they are unhappy about the best price guarantee policy.Upon further research, we are unable to locate an Orbitz.com account related to [redacted] complaint. We respectfully request that Mr. [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. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

July 16, 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 Elizabeth [redacted] (Revdex.com case number [redacted] regarding a canceled reservation. We understand from Ms. [redacted] complaint she is requesting a refund for the return portion of her ticket due to extenuating circumstances.Our records indicate on June 25, 2016 the customer self-booked a round trip flight for one traveler. The flight reservation was operated by [redacted] with flights departing on June 26, 2016 Chicago, IL to Buffalo, NY on July 2, 2016. The customer also purchased a “Orbitz Flight Protection Basic (Domestic 48)”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 with a change penalty fee of $200 per passenger would be charged. In addition, the customer would be responsible for any difference in fare.We have confirmed that on April 26, 2016 the customer contacted Orbitz and received assistance canceling her fights. Per the documentation the customer was advised that if she were to request a refund for the return portion of the she must contact the insurance company and submit a claim. Please review the terms and conditions that were Underwritten by [redacted] Casualty Insurance Company and agreed to by Ms. [redacted] to at the time of booking below:• We will pay a Pre-Departure Trip Cancellation Benefit, up to the amount in the Schedule, for non-refundable cancellation charges imposed by the Policyholder, if you are prevented from taking your Covered Trip due to your, an Immediate Family Member’s, Traveling Companion’s, or Business Partner’s Sickness, Injury or death or Other Covered Events as defined, that occur(s) before departure on your Covered Trip. The Sickness or Injury must: a) commence while your coverage is in effect under the plan; b) require the examination and treatment by a Physician at the time the Covered Trip is canceled; and c) in the written opinion of the treating Physician, be so disabling as to prevent you from taking your Covered Trip.If the customer is seeking further compensation we suggest she await a response from the insurance company. [redacted]l is our administrator for assistance and can be reached by calling [redacted] their office hours are 8:00 AM - 10:00 PM ET, Monday - Friday; 9:00 AM - 5:00 PM ET, Saturday.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

November 4, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #[redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a hotel reservation. We understand from the customers complaint they are unhappy about a submitted best price guarantee claim.Our records indicate on October 29, 2016 the customer self-booked a hotel reservation for two travelers using Orbitz.com. The customer purchased a one night hotel reservation at [redacted] Johnson Express Inn - [redacted] checking in on November 24, 2016 and checking out on November 25, 2016.Starting on October 29, 2016 the customer submitted multiple BPG claims. After reviewing the claims we understand that all claims were denied due to the lower rate not be available at the time of validation. We apologize for any inconvenience this lapse in time may have caused. We would also like to apologize for the customer service issues experienced in trying to obtain a price match of the reservation. We would like the customer to know that every reservation is important to us and our main goal is to provide a smooth and pleasant experience to our members.After further review of the lowest price match submitted by the customer on October 29, 2016 we are able to validate the customers claim. As of November 4, 2016 Orbitz has submitted a refund of $0.54. 50 Orbucks was also added to the customer’s account.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
Complaint Department - Orbitz
 
align="LEFT" dir="LTR">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 their reservations.
 
 
 
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.
Again, 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,
 
Tier 3 Customer Service

I found a ticket which was priced at 450$ and some change. I filled my info in and put my credit card info and after booking the price that I was charged was 1200$ and change! This happened on November 22 and now is December 6 and the charges are still pending even I called one minute later and cancelled that ticket. Very dishonest company and terrible 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]

June 10, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O-[redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments...

and concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] J [redacted] (Revdex.com case number [redacted]) regarding a hotel reservation. We understand from Mr. [redacted]’s complaint he is requesting a refund of the hotel reservation. Our records indicate on April 4, 2016 the customer self-booked a hotel reservation for two travelers using Orbitz.com. The customer purchased a one night hotel reservation at [redacted] LA [redacted], checking in on April 6, 2016, and checking out on April 7, 2016.We were able to confirm that Mr. [redacted] called customer service on April 4, 2016 to request his one night hotel reservation be canceled with a full refund due to the distance of the hotel. 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 hotel cancelation policy agreed upon when booking the reservation, “The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded. Cancellations or changes made after check-in are subject to a hotel fee equal to 100% of the total amount paid for the reservation.” Due to this the agent was unable to cancel the reservation with a full refund.As an effort to advocate on Mr. [redacted]’s behalf we contacted the [redacted] LA [redacted] and was advised that the customer canceled the reservation with the property directly. Furthermore, the customer booked the reservation at a non-refundable rate therefore the hotel will not authorize a refund of the reservation.We sincerely regret that we are unable to offer a more satisfactory response or resolution to Mr. [redacted]’s 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 Mr. [redacted] with the necessary information related to your hotel purchase before our system asked him 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

Initial Business Response /* (1000, 5, 2014/10/21) */
Dear[redacted]
The Revdex.com has shared with us your recent correspondence regarding your experience with Orbitz. On behalf of my colleagues at Orbitz, I sincerely apologize for this disappointing experience.
It is my...

understanding that you waited on hold for a considerable amount of time before an agent was available to assist you.
Please be advised that our call volume has spiked abnormally due to a high volume of seasonal airline schedule changes. Although we monitor our call volume continuously and do our best to staff accordingly, we find occasionally call volume exceeds our forecast. We certainly do apologize, as we understand time is of great value. I want to assure you that our entire organization is focused on meeting the expectations of our elite travelers. We know how important it is to you to be able to count on us to not only meet your expectations but to surpass them as well.
[redacted] we do show that a refund minus the $131 USD penalty for the canceled trip to Los Angeles has been processed. The refund will appear back to your card within 21 days.
In the appreciation for your continued business and support, we would like to offer you a $200 future travel voucher 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] Please reference case number[redacted] and my email 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 email, until October 21, 2015.
[redacted] 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,
[redacted]
Orbitz Customer Relations
Chicago, IL