Orbitz

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10927598, and find that this resolution is satisfactory to me.
Sincerely,
Karmandeep [redacted]

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, 2014/07/16) */
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 ...

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.

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

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

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

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

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.

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!

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, 2014/04/18) */
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.)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  After I made the complaint they called an made arrangements to refund the money that was promised.  I have received it and i'm satisfied. 
Sincerely,
[redacted]

June 24, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O-1[redacted]Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from Loel [redacted].  We regret to hear Mr. [redacted] did not accept our response and/or resolution offered.After further review of the customers reservation we are able to verify that the customer originally booked the reservation to be connecting in Sydney, Australia.As previously advised, Orbitz is not able to discuss what identification or documents are needed for travel because of how frequently the requirements change. It is the traveler’s responsibility to keep up to date on those changes. When customers are acting as their own travel agent it is important that they confirm this information by checking the website, contacting us or the airline directly in order to insure all requirements are meet prior to departure. As Orbitz does not issue visas or passports, we advise all customers to refer to their Embassy or Consulate for travel document requirements.Since Mr. [redacted] did not have the correct travel documents he was unable to utilize his flights. Due to there being no error caused by Orbitz we are unable to refund the customer the insurance purchased for the reservation. As the hotel reservation that was purchased as a result of the customer not having the proper travel requirements therefore being unable to travel on the day intended Orbitz is unable to refund the charges sustained.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 would like Mr. [redacted] to know that every reservation is important to us and our main goal is to provide a smooth and pleasant experience to our members. Our records reflect on May 7, 2016 the customers flight were already under the airlines control. Due to this Orbitz was unable to change the customers tickets.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,Hayden [redacted]Tier 3 Customer Service

October 25, 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 emails. We understand from the customers complaint they are requesting a stop to daily emails.Our records indicate on September 20, 2016 the customer booked a package reservation through Orbitz.com. Upon booking this reservation the customer registered their email address for a permanent account. As of October 22, 2016 Orbitz has requested to remove the email address from receiving promotional email.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

September 6, 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 flight reservation. We understand from Mr. [redacted] complaint he is requesting compensation due to airline schedule changes.Our records indicate that between April 19, 2016 and April 21, 2016 the customer booked multiple flight reservations on [redacted] Southern Airlines. Per our documentation, [redacted] Southern Airlines initiated schedule changes to the customers flights.From time to time and for a variety of reasons, airlines issue schedule changes. We understand that these changes can be inconvenient, time consuming and not customer friendly. However, 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. [redacted] Southern Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. Orbitz has no control over when, or how often, airline initiated schedule changes occur. Orbitz cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies. Only the airlines can make changes to flights. These changes are not related to the type of ticket purchased or the company it was purchased from. Airlines rarely tell Orbitz why they make a change. Schedule changes are often due to routing adjustments, severe weather, or staffing or maintenance issues. To ensure the customer still retains a flight and is able to get to their desired destination Orbitz must accept certain changes made by the airlines. As these changes were initiated by the airlines we are unable to offer any compensation to Mr. [redacted]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

April 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] (Revdex.com case number [redacted]) regarding a car reservation. We understand from Ms. [redacted] complaint she requesting a refund of the insurance purchased for a recently used car reservation. On April 10, 2016, we contacted Ms. [redacted] to acknowledge receipt of the Revdex.com complaint but were but were unable to reach the consumer.Our records indicate on March 15, 2016, the customer self-booked a car reservation with Orbitz under the name of [redacted]. The customer reserved a [redacted] or similar with [redacted] Car Rental. The car was due to be picked up on March 15, 2016, in Phoenix, AZ and returned to the same location on March 20, 2016. The customer also purchased “Car collision damage protection”.Per the car reservations terms and conditions that were presented to the customer at the time of booking, “Please note that at time of rental you will need to present a current driver’s license and a valid credit or charge card in the renters name”. Due to this information being available to the customer prior to booking we are unable to refund the $54.00 charge that was sustained for the pre-purchased insurance.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 Ms. [redacted] with the necessary information related to her car and insurance purchase before our system asked Ms. [redacted] 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

This is the worst scam ever. They take your money and when you re-book using your "credit" they charge you $400 as a re-booking fee!

Complaint: [redacted]
I am rejecting this response because:
Orbitz despite its assertion of policies, breached its fiduciary duty to Dr. [redacted] by allowing and failing to correct material misrepresentations of fact regarding the booked properties on Orbitz website in violation of the Commonwealth of Pennsylvania Unfair Trade Practices and Consumer Protection Law.  Orbitz is an agent of the property that was booked and cancelled and has violated the Act in its presentation  of the property which was fraudulent and deceptive.
Dr. [redacted] wishes a full refund.
Sincerely,
[redacted]