Orbitz

Initial Business Response /* (1000, 5, 2014/06/03) */
Dear Mr. [redacted]
The Revdex.com has shared your recent correspondence pertaining to the refund of a hotel. I appreciate the opportunity to review your account and respond to your concerns.
From your complaint, you...

reserved a hotel, Hotel[redacted] Amsterdam Airport, on April 12, 2014 for an arrival on the same date. Upon arriving at the property, you were advised the hotel would not accommodate the reservation. Due to the denied stay, you have asked Orbitz to refund the reservation. This, however, has not been the case. Speaking to customer service, believing the issue would be resolved. The matter became worse. Furthermore; your perception of Orbitz has become discontented due to the service you have received.
Mr. [redacted] I do understand your concern in this regard; you did book the hotel based on the property explanation and costs that you viewed on the website, only to be convinced that you were led by false descriptions.
Hotel properties or representative companies provide their own content information; this includes how the property is presented along with prices and fees. The Market Manager for Orbitz works in conjunction with the local hotel to determine the best way to display the text and verbiage used on the website.
Ultimately, it is the hotels' decision in reference to the presentation.
I have reviewed the documentation; the hotel has not charged Orbitz for the stay; therefore, I can refund the reservation.
Orbitz will process a refund in the amount of $139.16. This was booked via PayPal, which is slightly different in a timeframe for refunds. Normally, Orbitz advises a 3-5-day timeframe for the credit to appear on the statement. With PayPal, we advise a 7 to the 10-day timeframe. This is due to the extra processing time from PayPal, not Orbitz.
If you do not receive the credit by June 17, 2014, please contact me, and I will investigate the matter further.
I thank you for bring this matter to our attention. Feedback such as yours is critical to our operational side of our business.
Mr. [redacted] thank you for allowing me to review the situation with you. We appreciate your business, and we hope you will provide us with a future opportunity to restore your confidence in our products and services.
Sincerely,
[redacted]
Orbitz Customer Relations
Initial Consumer Rebuttal /* (2000, 7, 2014/06/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied with a refund. It is true the Orbitz business is forever tainted in my eyes and I shall not book with them in the future. I was in a foreign country and matters could have been much worse for me had I not been able to find a hotel. But I am happy the matter has been resolved. All the best to them in there business.

Hello I am a front desk agent and [redacted]. I spoke with a travel agent by the name of kevin [redacted], who was very rude to me. He was not polite. and even gave rude responses after giving out false information. I asked bout a certain reservation which he said he could not find and the company has 16 other partners they work with. after trying to find the reservation for a while, and still no luck; I simply asked for the names of the 16 different partners he replies by stating mam this isn't a matter of how many partners we have . I explained to him that I just need the names and he says he doesn't know how many there are and he didn't say that. When I just heard him. Not professional at all. I understand giving false info when not intended but to do it intentionally is completely unacceptable!

I booked a hotel with orbitz and when I arrived for check in the hotel said it was full and that they had never received the reservation info from otbitz. Additionally they said that they had told orbitz repeatedly that they were fully booked and to not make rooms available. The receptionist tried to call orbitz for me to get reservation canceled and she was put on hold for an extended period of time and never got through to resolve the issue. Because there was nothing the hotel could do and I needed to find I new room for the night she gave me the phone number to resolve the issue myself. I was put on hold for 25 mins and my call was never answered. Through the automated system I could have canceled my reservation but with no refund. I had to call again the following day to finally talk to someone about the matter which has now been settled with a refund. I spent a total of two hours dealing with this company to resolve their error.

Customer service constantly hung up on me, when I question them. Poor customer service, did biz twice and I will never again. Didnt honor price on site. On hold for over an hour. Dont waste your time and hard money on here.

Twice now I've used orbitz to reserve hotels and the hotel knows nothing about my reservation. I've never had a problem getting my money refunded, however, their customer service is the worst. If you can even get through, you can barely understand the person talking, they are rude and not helpful. They will forward you to other areas of Orbitz and not explain why. I will no longer use Orbitz when booking travel and instead use it as a search engine to find the best deal and then go directly to the airline or hotel, where you can actually reach a live person to help you with any issues. Not impressed in the least. I really liked the visa credit card and rewards they offer, but if I can't count on my travel plans, It's pointless, cancel the card and don't use them!

June 13, 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 Ms. [redacted]’s complaint she is requesting a full refund of his flight reservation.Our records indicate on April 3, 2016 the customer self-booked a one-war flight reservation that was operated by [redacted], departing from Sapporo to Boston, MA on April 15, 2016.We are able to confirm that this issue was resolved as of June 9, 2016 when the customer called Orbitz to receive assistance refunding the additional expenses sustained after purchasing new tickets. At that time our corporate agent refunded the difference between what the customer agreed to pay when initially exchanging the ticket on April 10, 2016 and what she paid at the [redacted]port due to the tickets not being successfully exchanged. The total amount refunded was $4,906.69. The time it takes the refund to post to the customer’s account depends on the time it takes the Ms. [redacted]’s credit card company to process refunds.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

my family booked a package flight and hotel with Orbitz from MSP to Charlotte [redacted] in the virgin islands. after speaking with our daughter pediatrician we were given strict rules to not travel to the virgin islands. When we booked our package we chose to have flight protection so we could cancel at any time.
When I called to cancel our trip I was dragged around their customer service for over 6hrs!! being on hold for a majority of the time. they first stated we could get any of our money back, then another agent said they couldnt cancel our trip at all. finally after demanding to speak with a supervisor they canceled my hotel and flight . money given back for our hotel and credit with orbitz to use towards flight tickets. I have currently been on hold for over an hour trying to rebook our vacation to a new location. I will never use orbitz again for any of our vacation needs.

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.
Please let Orbitz know that I have been their loyal customer for a long time, and expect that Orbitz can find a permanent solution to fix this kind of Error and Omissions on their booking system.
Sincerely,
Edward [redacted]

Initial Business Response /* (1000, 5, 2015/03/24) */
Dear Mr.[redacted]
The Revdex.com has shared your recent correspondence pertaining to the Orbucks associated with your Orbitz account. I appreciate the opportunity to review your account and respond to your concerns. My...

understanding is that you booked a flight reservation on December 25, 2014 and at that time we had a promotion that was giving you a total of $22.89 in Orbucks. You made a hotel booking in late January, 2015 using some Orbucks credit, but had to cancel the hotel before the check in date. You were stating that you are still showing a deficit of $17.00 Orbucks in your account.
On behalf of Orbitz, I apologize for the inconvenience. Upon review of your account, I have now reinstated the missing $17.00 in Orbucks, and your account is now up to date.
Please be assured that your business is appreciated. We hope to have the opportunity to serve your travel needs in the future.
Sincerely,
[redacted]
Orbitz Customer Relations

Initial Business Response /* (1000, 5, 2014/07/16) */
Dear [redacted]
The Revdex.com has shared with us your correspondence regarding your recent experience with Orbitz. I understand you are upset with your recent travel to Mexico. I appreciate the opportunity to review your...

account, and respond to you.
Please know, I was unable to find the reservation using your email address. Can you please provide me with the Orbitz Record Locator of the reservation, so I can review?
I look forward to hearing back from you.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (3000, 7, 2014/07/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello, I do not accept because they can't find my acount on orbitz
, please try this email for orbitz
[redacted]
[redacted]
Or this one.:[redacted]
I can send you a video that we took on second day , of a room where we stayed .. And you will see and hear that sound of water , it was impossible to sleep or rest in that room , plus all other probllems that we had on our vacation
Final Business Response /* (4000, 20, 2014/08/25) */
Final Consumer Response /* (4200, 11, 2014/08/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is already one week pass and no body contact us ...

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

for your airline ticket on Spirit Airlines.  I appreciate this opportunity to respond to your concerns. It is my understanding you made a booking on December 30, 2015 on Orbitz’s website for an airline ticket on Spirit Airlines.  However, you go on to say you made the booking in error.  On December 30, you contacted Orbitz Customer Service to cancel your airline ticket.  Because Spirit Airlines does not allow for Orbitz to cancel or modify existing bookings, the Orbitz Customer Service Agent, advised you that you will need to contact Spirit Airlines to cancel your booking.  As an agency, Orbitz needs to abide by the airlines cancel policies.  I apologize for any inconvenience this may have caused.   Today on your behalf, I contacted Spirt Airlines and spoke to a Spirit Airlines’ agent.  The Spirit Airlines’ agent advised me that your booking has been cancelled and ticket has been refunded for the full amount on December 30.   Per Spirit Airlines allow 7 to 10 days for the refund to process. Mr. [redacted] thank you for bringing this matter to our attention.  We value your business, and hope you will provide us with a future opportunity to restore your confidence in our products and services. Sincerely, Luisa [redacted] Orbitz Customer Relations Chicago, IL

Initial Business Response /* (1000, 5, 2014/04/18) */
Dear[redacted]
The Revdex.com has shared with us your correspondence regarding your recent experience with Orbitz. I understand you are upset as you were unable to use the tickets for ZUMANITY - The Sensual Side of Cirque...

Du Soleil, as they were on vacation on April 12, 2014 when you had tickets. 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 you.
Please know, we have contacted the MGM Box Office, and they have verified the Zumanity cast was on vacation April 9-April 17, 2014; therefore, we have processed a refund for the tickets, $206.40, which will appear back to your card within 3 to 5 business days.
[redacted] we do rely on the suppliers to provide us information regarding their shows, including dates the show is not scheduled. In this case, we do not show we were notified the cast would be on vacation, and we were unable to provide you with that information.
If you have any further questions or concerns, please let me know. 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
Initial Consumer Rebuttal /* (2000, 7, 2014/04/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Beware of Orbitz conducting illegal connections. My husband and I were returning from our honeymoon. The first leg of our flight was London to Dublin. Our next leg was Dublin to Chicago. We were not informed that we would not be able to make this flight until we got to Dublin. We missed the flight from Dublin to Chicago because in Dublin you must go through US customs if you are a US citizen. The airlines had said that what Orbitz did with only giving us an hour in between both our flights was an illegal connection. When speaking with Orbitz my husband and I have both been placed on hold for 30 minutes or more each. All of the customer service people we've spoken with have been rude and we've even been hung up on by them. They refuse to give us credit or a refund and continue to deny that they have done anything wrong.

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]

April 28, 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] L [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from Ms. [redacted] complaint she is requesting a refund for a flight reservation. On April 28, 2016, we attempted to contact Ms. [redacted] to acknowledge receipt of the Revdex.com complaint but were but were unable to reach the customer.Our records indicate on March 22, 2016 the customer self-booked a one-way flight reservation using Orbitz.com for two travelers. The flight reservation was operated by [redacted] Airlines, with flights from Tampa, FL to Boston, MA departing on March 22, 2016.We are able to confirm that during the booking process there was no confirmation page that was displayed to the customer. When Ms. [redacted] proceeded to check the “My Trips” information an error was displayed stating “We're temporarily unable to complete your request. Please try again in a few minutes.” Our records reflect an email being sent to Ms. [redacted] on March 31, 2016, advising that the flights associated with itinerary [redacted] were not booked, therefore not charged.As of April 28, 2016 Orbitz contacted [redacted] Airlines and were advised that the tickets associated with [redacted] were successfully booked. Due to the tickets not being canceled, we are requesting the customer provide the best number to contact them and discuss this matter along with a preferred time between 6am and 2:30pm pacific standard time.We apologize for any inconvenience this lapse in time may have caused you. We would also like to apologize for the customer service issues you experienced in trying to receive assistance with you flight reservation and its associated charges. We would like you to know that every reservation is important to us and our main goal is to provide a smooth and pleasant experience to our members.We appreciate your thoughtful comments, and we're sorry we disappointed you. We rely on customers like you to provide us with the information we need to continue improving our services.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:
They are saying that the deal is from a "membership" website, which to me means that you have to be an exclusive member to get the deal. This is not the case as anyone can go on [redacted] and get the deal and what the requirements were is that anyone in the public could obtain this deal. 
 
I think they should not be able to post "best rate guarantee" if they have things in the fine print that their representatives don't tell you about or won't take websites open to the public that anyone could get. As a customer I rely on the rate guarantee to not purchase other rates, and then after going through all of this "claim" work I would have missed out on the deal from the other website and I do not think that is a fair policy. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2014/04/21) */
Dear Mr.[redacted]
The Revdex.com has shared your recent correspondence pertaining to the charge in order to maintain the seats selected during your booking process. I appreciate the opportunity to review your account...

and respond to your concerns.
Many airlines do charge a fee, require a full fare refundable ticket or elite frequent flyer status in order to option certain seating assignments. To alert our customers of this, those seats are flagged with a star. Upon reviewing your booking process, I do show that priority seating was chosen. There were still seats available at no cost at this time; however, they were not chosen. I have attached a screen shot of your booking process on how this was displayed.
Mr.[redacted] we certainly apologize if there was any confusion, but we would not be able to offer a refund for the seat charges. I have also reviewed the seating assignments still available, and most flights do have seats available together that would not incur a charge. You would need to contact Delta directly if you prefer not to pay the fee for preferred seating. If you have any further question, please feel free to let me know. We do appreciate your business, and hope that we have a future opportunity to serve you.
Sincerely,
[redacted]
Orbitz Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2014/04/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I contacted delta and they said they do not have seats available that are together unless we pay the extra fee. Also why weren't we notified the seats weren't available after we had selected them
Final Business Response /* (4000, 13, 2014/04/25) */
Dear Mr.[redacted]
Thank you for your follow-up response, and I appreciate the opportunity to address your concerns.
When reserving seating assignments via Orbitz, a request is forwarded to Delta for the seats chosen, and as long as they are open seats in non-charge areas, they will be approved. Exit row seating and charge seating areas are stared, and the rules for choosing these seats are provided. I have reviewed your booking process via our website logs, and show that this information was properly provided.
Mr.[redacted] we certainly regret your disappointing experience, but we are unable to refund you for the fees charged due to your seating requests.
Sincerely,
[redacted]
Orbitz Customer Relations
Final Consumer Response /* (4200, 11, 2014/04/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I like I tried explaining to you I have already called delta and they informed me that your company is not authorized to give seats so every seat we chose we weren't not going to get. When we chose our seats through orbitz all it said is that this seat is in an emergency exit are you can able of performing the duties required to sit in these seats which we were able to. You falsely advertised that our flight would cost 781.90 and in reality we had to pay over 1,000. This is absolutely ridiculous. You should honor your price you said.

Initial Business Response /* (1000, 5, 2014/06/16) */
Dear Mr. [redacted]
Thank you for contacting Orbitz via the Revdex.com. On behalf of Orbitz, I sincerely apologize for your disappointing experience.
It is my understanding you are requesting a refund of $230.00, as you were...

unaware that the cost to change your ticket would be in addition to what you originally paid.
In reviewing your booking history, I find that you contacted Orbitz to change your return flight and date, and our agent correctly advised you of the airline change fee of $200.00, our $30.00 service fee, plus any fare difference would be collected to make the change.
I have also monitored the call, and find the agent properly advised you of the cost to change your ticket.
The agent clearly advised that the old ticket cost of $387.00 would be deducted from the new ticket cost of $496.00, and that the difference of $109.00, plus the airline change fee of $200.00, along with our $30.00 service fee for a total of $339.00 would be collected.
You then asked would that be the total cost to change, and the agent confirmed the cost to change would be $339.00.
Mr.[redacted], I am truly sorry for any misunderstanding you experienced in this regard; however, please know that Orbitz is unable to refund the airline change fee of $200.00 or any fare difference.
As a gesture of goodwill, we have refunded our $30.00 service fee. Please allow 3-5 business days for this credit to post to your account on file.
Mr.[redacted], I am sorry my response could not be more favorable. 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

June 5, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O-119733Dear 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]r (Revdex.com case number [redacted]) regarding a hotel reservation. We understand from Ms. [redacted] complaint she requesting a refund for a recently booked flight reservation.Our records indicate on April 6, 2016, our agent assisted the Ms. [redacted] with booking a flight. The customer called customer service and purchased a round trip flight for six travelers. The flight reservation was operated by Air Canada, with flights departing on July 1, 2016 from Newark to Calgary and returning from Vancouver to Newark July 10, 2016.We have confirmed that this matter was resolved on May 24, 2016 with a full refund of the customers reservation being processed by one of our corporate agents.We would like to apologize for the inconvenience Ms. [redacted] experienced. It is disheartening when our clients feel that we have not met the standards to which we hold our organization and employees, as we attempt to provide the most efficient, quality service available.We appreciate Ms. [redacted] thoughtful comments, and we're sorry we disappointed her. We rely on customers like her to provide us with the information we need to continue improving our services.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: This case is regarding [redacted] page hotel not [redacted] inn. Please respond your answer in writing regarding [redacted] motel. I already have answers from orbitz.com for refund and $50 bucks. I just want to make sure the case of [redacted] motel is solved through Revdex.com.org for the future my record.
Sincerely,
[redacted]