Orbitz

Complaint: [redacted]
I am rejecting this response because I was told over the phone by 3 different Orbitz representatives, a manager and a supervisor, that the advertised price online was not available anymore, however it was still advertised online later that day, and the next day as well.  They would not honor their advertised price.
Sincerely,
[redacted]

August 2, 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 Desislava Balasa (Revdex.com case number [redacted] regarding a flight reservation. We understand from the customers complaint they are requesting a full refund of their flight ticket.Our records indicate on May 9, 2016 the customer self-booked a round trip flight for one traveler. The flight reservation was operated by [redacted] Airlines, with flight departed on July 28, 2016 from Sofia connecting in Istanbul and arriving in Washington, DC and returning on October 15, 2016.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Based on the fare rules the customer agreed to at the time of booking, the tickets were non-refundable with a change penalty fee of 50 EUR per passenger would be charged.We have confirmed that on July 18, 2016 the customer contacted Orbitz to received assistance changing their fights. Per the documentation the customer was advised of the fare rules and declined to change the ticket.As an effort to advocate on the customers behalf we reached out to [redacted] Airlines on August 2, 2016. We were advised that the passenger fully utilized the outbound portion of the ticket. They also advised that there is no policy in place for flights departing in October therefore at this time they are unable to authorize a full refund of the customers return flights.We sincerely regret that we are unable to offer a more satisfactory response or resolution to the customers 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 the customer with the necessary information related to the flight purchase before our system asked the customer 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

Complaint: [redacted]
I am rejecting this response because:
After I received your previous answer from April  14 th,  I  called  ORBITZ on  April 15th  2016.  I spoke to [redacted] at 4:30 p.m and after 2 hrs. On the phone, they did not know anything about the ORBITZ CASE # O-[redacted] told me that there is no file about this number, and I needed to call again to Revdex.com, because they have no idea about the case number; and after that, I requested to speak to a supervisor. After25 min., another woman (whose name is [redacted]) answered the line and she told me to call [redacted]; I replied that I had received an Email from Revdex.com saying that the problem was solved, and that the only thing that I needed to do was to call and re-book my flight. Nevertheless, she kept saying that it was me who had to call [redacted]. Besides, she sent me an E-mail (which I added) of what I had to do.
As I said before, ORBITZ is just disregarding the importance of this problem, and they do not really want to deal with this situation seriously.
In conclusion, after another 4-hour long distance call, I am back where I started.
Please help me move on to the next step. This is so frustrating!
I really do not want ORBITZ to take advantage of me.
Sincerely,
[redacted]

Booked business flight through Orbitz, with a split flight [redacted] down, Virgin back. While in LA for business, I had to extend my trip the day I was scheduled to return home. I spoke with a lady who was helpful in trying to accommodate my change in plans and change in airport, since it was less expensive for me to fly out of SFO instead of LAX. After helping me find the best flight, she had me booked for SFO a few days later, I gave all of the billing information she needed to complete the transaction and she told me everything was set. She then put me on hold and about 15 minutes later, finally came back on line and said I had to be transferred to a different department. At this point, things went downhill quickly. A new agent came on the line and started the process all over again, trying to put me back on a flight leaving from LAX even when I told him that the prior agent and I had already booked everything for the SFO flight. He would ask me one question, put me on hold for 15-20 minutes, then come back and ask another single question, and this process repeated itself for over an hour. Why my updated flight information and booking wasn't available to him was unacceptable, but what made it worse was that he kept talking right over me even when I was trying to tell him the exact flight the first agent and I had agreed to. Over an hour and a ridiculous number of holds later, he finally came back on to tell me he had me booked - on everything the first agent had already set me up for. He told me to hold one last time and then disconnected me. I called back again, got a third agent and told her what had happened. She looked up my reservation and confirmed that everything was set for the SFO flight and I was good to go.
When I arrived at SFO a few days later, I couldn't check in at Virgin. I was sent to the full service counter where the Virgin agent confirmed that my ticket was invalid. My reservation was apparently in some sort of ticket purgatory, stuck in Orbitz's ticketing system. The Virgin agent said I had to call Orbitz, get someone on the line, and then the Virgin agent could talk directly with Orbitz to get things straightened out. I did as asked, gave my phone to the Virgin agent, who then proceeded to get placed on hold by Orbitz. Nearly forty minutes later and he's still trying to get things sorted out with Orbitz. The Virgin agent finally told me, as he's once again sitting on hold with Orbitz, that if I simply paid the fare difference and cancellation fee now directly to Virgin, he could end the call and complete everything on his end. Since I now had just over an hour left to get through the notorious TSA lines and onto my plane, I agreed just so I could make the SEA flight as it was the last one of the day, even though it was $30 higher on that day than what I had agreed to with Orbitz two days prior. At that point, the Virgin agent had everything settled in three minutes.
Orbitz, it turns out, had somehow managed to book me onto the SFO flight (I had a Virgin confirmation code which, when entered into Virgin's website, showed the correct SFO-SEA airports), but still showed LAX as the departure airport. This half fix caused the invalid ticket when trying to check in directly with Virgin. Despite having given all of my billing information to Orbitz and having confirmed with them that everything was completed and finalized when I called back after getting disconnected the day I rebooked the flight, they had neither completed the reservation nor charged for the change. Both of those issues made it impossible for Virgin to correct my ticket on their own.
Two lessons learned here:
1. Even though the reservation through Orbitz says to call them (and I called the number given), always go directly through the airline when changing flights.
2. I will never use Orbitz again to book a flight.
The time spent on calls, misrepresented booking status, stress at the airport, change in prices and overall general awful experience of trying to reschedule the return flight should be acknowledged and compensated.

My wife and I booked a round trip flight from Charlotte to Dublin on 4 Nov to depart on 14 Nov. The Orbitz site let us select seats at the time we purchased tickets but I learned today that it meant nothing. Turns out that none of our seats had been confirmed so now we'll be lucky to get a seat on standby. We had to call [redacted] and [redacted] to try and get seats only to be told that we had to wait until we were at the airport to get them. I spoke to Orbitz customer service and they were useless. This was my first and last time booking travel with Orbitz. I have never had this happen with any other site. DO NOT USE ORBITZ FOR TRAVEL.

Initial Business Response /* (1000, 5, 2014/07/23) */
Hi Mrs.[redacted]
Thank you for contacting Orbitz via the Revdex.com. We appreciate the opportunity to review and respond to your request.
I understand that the itinerary, as booked, was more expensive than other...

options, due to the early arrival. However, due to airline flight delays, you arrived at the later time anyway. You're requesting reimbursement and/or refund for at least part of the ticket due to the inconvenience.
Mrs.[redacted] we deeply regret any dissatisfaction with your travel. However, Orbitz has no control over airline irregular operations, delays, or cancellations. American Airlines must be contacted directly to review your event and provide any reimbursement or refund due to trip disruption.
Please understand, Orbitz collected no payment for this reservation - American Airlines charged $1391.00USD directly. This billing info is verifiable via the credit card statement. Therefore Orbitz is not in a position to provide refund in lieu of the airline; regardless of the event. In addition, it is American's responsibility to address all operational issues and passenger [redacted] during travel, as stated by their "Contract of Carriage". Orbitz is a third party, we have no authority to circumvent American's role in these matters.
Therefore, when we learn of these events, we advise customers to notify the airline corporate offices directly of any complaint. That way, the party responsible for airline/airport operations has an opportunity to review the concern. For your convenience, I've provided the contact information for American Airlines below:
American Airlines via Website:
http://www.aa.com/contactAA/viewContactAAAccess.do?selectedFileName=aaCustomerRe...⇄ /> American Airlines via Post
U.S. Mail:
American Airlines Customer Relations
[redacted]
Overnight Mail:
American Airlines Customer Relations
[redacted]
American Airlines via Phone: [redacted]
Monday through Friday, 8:30a-4:30p Central Time (except some holidays)
Mrs.[redacted] I understand your frustration and wish our response could be more favorable. Unfortunately, Orbitz is not able to provide any refund, credit or reimbursement due to American Airlines travel delay. Please let me know if you have further questions.
Thank you for sharing this concern. Orbitz values your business and we sincerely hope for future opportunity to serve your travel needs.
Kind Regards,
[redacted]
Orbitz Customer Relations
Chicago, IL

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,
Kingsley [redacted]

I booked a room in Pacific Grove, CA for one night. I made this reservation through Orbitz in one month in advance. I was charged immediately and sent a confirmation number through email from Orbitz. When we arrived at the hotel, they had not received the booking request from Orbitz and were over booked. So I called Orbitz, and they were only able to book me at a hotel in the next city over. In monterey. It cost about $100 more for the hotel, but orbitz would not pay for the difference. This made our trip extremely inconvenient, and costed me more money than I was expecting to spend. Upon my arrival to the new hotel, I was then charged by the hotel for the room. Orbitz also charged me for the room. So there was more confussion between Orbitz and the hotel that caused me to spend all night speaking back and forth with Orbitz customer service and the Motel desk. The motel finally gave me a refund for their charge after having to talk to 2 different Orbitz customer service techs and 2 different hotel concierge. Orbitz did not help at all. I spent all of my Valentine's weekend and anniversary dealing with poor customer service from orbitz and mistake after mistake created by Orbitz. The only offer I recieved was a $50 gift card that I can use through orbitz within a year. Not only was I insulted that Orbitz assumed I would use their service in the future, but I was appalled that the offer was given a expiration date of 1 year... I did not want to deal with customer service the rest of my stay so I gave up, and paid the full price. Once I returned home, I got in contact with Orbitz customer service once again. I explained to them how horrible of a experience I had received, all while staying calm and polite. I requested a full refund for my stay, but this was not granted. Customer service explained that the only compensation they are allowed to give is the $50 gift card which I had already received. I then explained that it will be of no use, because I will never cause such a giant headache for myself again by using Orbitz.com. I was not rude to the technicians, although some of them could not understand the problems I was explaining because of language barriers. I believe Orbitz does not care about their customers, after they receive their money. This is very clear by how little power or knowledge the customer service technicians possess. No matter how hard I tried, I could not come in reach with someone that could actually solve and help with the problem I was having. I do not recommend Orbitz.com in any way or form.

Complaint: [redacted]
I am rejecting this response because: 1) Regarding smoking: The bellhop is lying. It is my word against his; 2) Regarding my "full utilization of the room": the room was so grungy that I was afraid to walk barefoot on the stained and filthy carpet. I did indeed stay in the room but I by no means got what I paid for (a 3.5 star hotel).
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I have an email that says the flight had not been confirmed which would have allowed me to respond within the 24 hour window.  I could not cancel.  As soon as I received a email that the flight was confirmed I called and spoke with a representative.  He said to cancel the flight which I did.  Upon cancellation is when I received the notice of the $200 dollar fee.  When I spoke with the agent to inquire about the cancellation fee he said the company would respond in 48 hours, I called 3 days later I was told it would take another week which is unacceptable.  
Sincerely,
[redacted]

March 28, 2016
MARGIN: 0in 0in 0pt">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] Paz (Revdex.com case [redacted]) regarding vacation package reservations. We understand the customer is requesting a refund for their reservations.
Our records indicate on February 19, 2016, the customer booked vacation package reservations – itinerary [redacted] – using the self-service tool on the Orbitz website. Travel was on [redacted] Airlines, departing on July 8, 2016, from Houston, Texas to Cancun, Mexico, returning July 12, 2016, for two passengers for the total booking amount of $2,331.50.
Upon further research, we were able to confirm on February 22, 2016, the customer contacted Orbitz regarding cancelling their reservations. At that time, a refund in the amount of $1,307.92 was processed back to the customer’s original form of payment. On March 3, 2016, the amount of $1,095.58 was processed as a refund back the customer’s credit, for a total refund amount of $2,403.50.
The amount of time it takes for the customer to receive a refund depends on the length of time it takes for their credit card company to process 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

Initial Business Response /* (1000, 5, 2014/04/09) */
Dear Ms.[redacted]
The Revdex.com has shared your recent correspondence pertaining to pricing fluctuations regarding bookings. I appreciate the opportunity to review your account and respond to your concerns.
From your...

complaint, you booked an air and hotel as a package on April 3, 2014 for travel on June 29, 2014. During the booking process, the ticket costs rose due to price fluctuation; you believe that Orbitz should honor the original rate quote. Upon contacting customer service, believing this to be a seamless process, the matter became worse. You are asking for the price difference from the original quote, and the actual price paid to be refunded. 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; 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.
In referencing your concerns; all fares are determined directly by the airlines and can be updated at any time. Airfares and availability change throughout the day, based on demand for the flight and the airlines' right to change them. Orbitz monitors these changes closely and makes every effort to keep our fare displays as current as possible.
Orbitz has confirmed your reservation history in our website logs, as well as the underlying airline reservation system. We have confirmed that the package was booked correctly, with the amount of the package presented to you prior to accepting the costs. For your reference, I have attached screen-shots of your login session, including the time stamp, April 3, 2014 at 10:55 am CT to this the email.
Upon review of the login session; the initial search resulted in a package price at $4,423.36, which when attempted to book, did not materialize due to availability. Upon the next search, the price changed to $4,875.36. The final page prior to purchase, you acknowledged the amount of the costs, along with terms and conditions. The last sentence above the "Agree and book" states "This ticket is non-refundable."
Although I sincerely apologize for any website problems that may have affected your booking experience, Orbitz cannot be held responsible for an increase in fares by the airline during these website issues.
Regrettably, Orbitz is not in a position to compensate for any additional expenses due to the situation presented.
Ms.[redacted] I understand this may not have been the answer you were looking for; however, we hope this explanation clarifies the reason Orbitz will not refund the amount desired of $452.00.
Sincerely,
[redacted]
Orbitz Customer Relations

Dear [redacted]
Thank you for your follow-up response, and we appreciate the opportunity to address your continued concerns.
We certainly understand your disappointment in your experience at the [redacted] Your concerns with the employees at the [redacted] were escalated on your behalf; however, the incident you described is not something that Orbitz can verify or address. This would be an issue that would have to be investigated by the [redacted] directly.
[redacted], we do regret that you had issues with the wireless service during your stay, but we are unable to offer a refund of your stay due to this inconvenience. The room was utilized for the full nights it was reserved, and Orbitz has been charged in full.
[redacted], as a gesture of goodwill for your continued disappointment, I have issued you $50.00 in Orbucks to your account. These are available for your review by logging into your Orbitz account, and clicking on the "My Orbucks Activity" tab. 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

Revdex.com: I want to make sure that I am reading this correctly. You will pay for one night $450 and you will throw in the $300voucher and have it put back into my credit card? If this is correct then I will accept.
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,
Ruben [redacted]

August 23, 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 Best Price Guarantee for a flight reservation. We understand from Mr. [redacted] complaint he is requesting a refund due to locating a lower price within 24 hours of booking her reservation.Our records reflect on August 4, 2016 the customer self-booked round trip flight for two passengers on Orbitz.com. The customers flights were operated by [redacted]Asia, departing from Ho Chi Minh City to Bangkok on April 9, 2016 and returning on April 12, 2016. This flight reservation totaled $441.25.On August 4, 2016 the customer submitted a Best Price Guarantee claim for a slight totaling $417.25. The same day the customers claim was denied due to not specifying the cabin class. After further reviewing the customers Best Price Guarantee submission and the Best Price Guarantee terms and conditions. We have to deny the customers claims due to the customers screenshot not including the cabin class. Please review the Best Price Guarantee terms and conditions and link below:https://www.orbitz.com/p/info-other/guaranteesMust be "Apples to Apples" Comparison. The Best Price Guarantee is available only for exact itinerary matches. For example, the specific [redacted]line and cabin class (First, Business, Premium Economy or Coach/Economy), hotel (including room type), ship and cabin category, rental car company and vehicle class, applicable refund policy, and the exact same dates and times of travel or service as booked through Orbitz.com.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

July 16, 2016Revdex.comComplaint 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 case number [redacted] regarding a flight reservation. We understand from the customers complaint she is requesting the ability to use her flight credit.Our records indicate on April 27, 2016 the customer self-booked a round trip flight for two travelers. The flight reservation was operated by [redacted] with flights departing on June 13, 2016 San Francisco, CA to Kahului, HI on June 20, 2016.As of May 13, 2016 the customer called Orbitz customer service to change the flight dates to departing on August 24, 2016 and returning on August 31, 2016. The new flights that the customer chose had a fare that was lower than then the original fare. This caused the customer to retain a residual credit of $170 per ticket.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 airlines fare rules agreed upon when booking the reservation, “residual value may not be used toward change fee, collect fare difference if applicable, charge full change fee.” As Orbitz is a third party intermediary with [redacted] we are unable to change or alter any of the fares or fees that have been provided to the customer upon booking the initial reservation.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, 2014/04/25) */
Dear [redacted]
The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you further. It is my understanding that you booked several reservations on our website. You later canceled the reservations,...

and you were expecting a refund. I appreciate the opportunity to review and respond to you. On behalf of Orbitz, I apologize for the disappointing experience and the inconvenience this caused you.
Please know the reservation under record locator PBORB [redacted] was booked on April 12 and canceled on April 13. This reservation was courtesy canceled and refunded to the Visa Card ending in [redacted] Record locators PBORBXXXXXXXXXX, PBORBXXXXXXXXXX, PBORBXXXXXXXXXX were booked and canceled on April 13 and refunded to the same card.
However, the reservation under record locator PBORBXXXXXXXXXX was canceled and held as a credit for future travel. Once this was done, the sale was reported, and the airline fare rules were in effect. The ticket could no longer be refunded, as per the terms and conditions; the ticket was non-refundable. We don't want to come across as insensitive to your situation, and certainly understand that mistakes can happen, particularly on the Internet. However, Orbitz, as a travel agency, has to abide by the guidelines put in place by the carrier.
[redacted], I wish our response could be more favorable. We appreciate your business, and we hope to have an opportunity to serve you in the future.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (3000, 7, 2014/04/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
is used as a way to scam rules by 2 company, but also when not to use tickets for future travel, it's a hard way to practice and run the client. But this time will be removed
Final Business Response /* (4000, 13, 2014/05/16) */
Dear [redacted]
The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you further. Thank you for your follow-up response.
Please know we do not mean to across as insensitive your situation. However, you were charged by and the funds for your tickets went to US Airways and not Orbitz. This information can be verified by checking your credit card statement. Once the reservation was not canceled by the deadline for a courtesy cancellation, the reservation was reported to the airlines, and the fare rules on the ticket came into effect.
The rules on the ticket were placed there by the carrier themselves, and Orbitz, as a travel agency, as to abide by the fare rules placed on the ticket by the carrier. The Orbitz member or the person using the account on the member's behalf has to acknowledge that they agree to the terms and conditions before the reservation can be completed. The same rules would apply if you had booked on another website or with the carrier directly.
[redacted] I wish our response could be more favorable. We appreciate your business, and we hope to have an opportunity to serve you in the future.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL
Final Consumer Response /* (4200, 11, 2014/05/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Only I want my money back I feel broken I save the money with my family for several months. I lost this money for make a mistake for not read very well English. only press the butom for refund never saw the policy.... only request my money back and no wish to travel anymore.

Initial Business Response /* (1000, 5, 2014/09/24) */
Dear Ms.[redacted]
The Revdex.com has shared your correspondence with Orbitz so that we may assist you further. It is my understanding that you cancelled your package booking, after learning that your hotel wasn't in your...

desired location, but you have not received a full refund. On behalf of Orbitz, I apologize for this frustrating experience and the inconvenience it has caused. I appreciate the opportunity to review this matter and assist you.
Upon review of your booking, it does seem there was a misunderstanding regarding the cancellation policy of the shuttle service. It is refundable up until 5 days before your travel date. I have processed a refund of $43.49, and $6.99 for the service fee, back to your original form of payment. You should see this post within 3-5 business days. I have also refunded the $25 cancellation fee that was held. These will post back as three separate transactions.
Ms.[redacted] thank you for bringing this to our attention. We value your business and look forward to restoring your confidence in our products and services.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL

Initial Business Response /* (1000, 5, 2014/06/18) */
Dear [redacted]
The Revdex.com has shared with us your correspondence regarding your recent experience with CheapTickets. I understand you are upset that you were marked as a no show for your flight to Rome on June 3, 2014....

I appreciate the opportunity to review your account, and respond to you.
On behalf of CheapTickets, I would like to apologize for any frustration this has caused.
After further research, we do show when you called in on June 3, 2014, you advised that you thought you had purchased the reservation to depart on June 11, 2014, and not June 3, 2014.
Please know, CheapTickets has confirmed your reservation history in our website logs, as well as the underlying airline reservation system. We have found June 3, 2014 to be the original travel date selected.
It is the responsibility of the CheapTickets 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, CheapTickets also generates a 'CheapTickets 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.
[redacted], when you contacted CheapTickets on June 3, 2014 as it was already so close to the departure time of 10:40am and check in for the flight had already closed, [redacted] Airlines marked you as no-show for their portion of the ticket; therefore, the value of the ticket was lost.
As we do not show this was a CheapTickets error, we did request a refund for the taxes of the reservation, as the whole ticket was non-refundable. We show the amount of $122 per adult ticket and $111.10 for the child's ticket, a total of $355.10, was refunded on June 10, 2014, which will appear back to the card within 7 business days.
We wish our response could be more favorable. We appreciate your business, and hope you will continue to use CheapTickets in the future for your travel needs.
Sincerely,
[redacted]
CheapTickets Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (3000, 7, 2014/06/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I contacted cheaptickets at 0900 they told me to call [redacted]. When I called them they told me to contact cheaptickets. During this whole process valuable time was wasted because no one wanted to take responsibility for it. I either wanted to change the time of the flight or the date and I would have paid the difference of the ticket but cheaptickets took to long to try to help me out and that put me into a no show status. I just wanted to change my flight time or date my and was willing to pay the difference of the tickets. I believe they were notified in enough time where they could have allowed me to take the trip and not keep my $4799.10 for absolutely nothing. That $355.10 is an insult and does not even come close to rectifying the situation.
Final Business Response /* (4000, 9, 2014/06/23) */
Dear [redacted]
Thank you for your response.
Please know, when you first contacted CheapTickets, as it was so close to departure time, the reservation was in airport control, and we were unable to make any changes to the reservation; therefore, we advised to contact the airline directly. Then when you called back we attempted to call them on your behalf and were advised you were tagged as a no show by [redacted] Airlines.
Sincerely,
[redacted]
CheapTickets Customer Relations
Chicago, IL

Complaint: [redacted]
I am rejecting this response because:
While I have no further monetary claim against Orbitz—as the response correctly notes, I was ultimately able to cancel my flight upon making a third call, after submitting the complaint—it does not seem to me that the company has understood the nature of the original complaint. I complained not because I encountered hold times, but because after those hold times I encountered three call center representatives who either could not communicate with me, offered me irrelevant options, or offered to return my call and did not. If I had not been on vacation, it would have been impossible for me to devote the time to navigate this maze; even as it was, I was very late for an appointment as a result.
Sincerely,
[redacted]