Orbitz

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

Complaint: [redacted]
I am rejecting this response because:There must be a terrible mistake and complete misunderstanding. I never called a second time to relocate to another hotel, and neither spoke to any supervisor. I did however as previously mentioned I was promised by one of your collegues that a complete refund will be processed and the only thing I had to do was call and cancel. I did exactly what was instructed. Sadly I cant provide you with requested documents due to the fact that it will be embarrasing and humilitaing to have to bother a hurting family for such records in which we are all still sadden by the death. I did what the representative instructed me to do and I learned at a later time that I was lied to. This is not fair, I deeply asked that my case be reviewed in good faith due to the situation My family and I are in and currently living. I would appriciate your cooperation in this matter and help me with refunding back in full for the services never used and respectfully understand the situation I am in... I need help with all the added funeral and misc expenses encountered due to this unforseen incident. Again your kindness, understanding and goodnfaith intentions will be greatly appriciated deeply. I have never been in such situation like this one, it is very confusing and difficult. 
Sincerely,
[redacted]

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]

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]

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.

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]

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

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

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]

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.

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

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, 2014/06/03) */
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.

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]

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.

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]

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

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]

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