Orbitz

Dear Mr. [redacted],

"Times New Roman",serif;">The Revdex.com has shared your recent correspondence pertaining to the refund of your [redacted]line ticket.  I appreciate the opportunity to review your account and respond to your concerns.
I have reviewed your reservation history to better understand the nature of your concerns.   You had an [redacted]line booking on [redacted] to travel on December 17, 2014.  On December 11, you contacted Orbitz Customer Service to cancel your booking.  On November 5, 2015, you contacted Orbitz Customer Service to request a refund.  Orbitz Customer Service sent a request for your refund on numerous times; however, [redacted] did not respond to our requests to refund your ticket.  Please understand that Orbitz does not hold the funds for the ticket reserved.  I apologize for any inconvenience this may have caused.
Please know that today I contacted [redacted] on your behalf, regarding your refund for Orbitz confirmation number – [redacted].  [redacted] has authorized your refund request. [redacted] has processed the refund for your ticket.  The ticket was refunded in the amount of $302.26.  Please allow 14 to 21 business days for the refund to process.
We acknowledge that there was a delay in the refund, and I sincerely apologize for not meeting the high standards we have set. We value our customers and for that reason, as a gesture of our sincerity, Orbitz would like to offer you a $50USD future travel voucher on your next prepaid Orbitz.com [redacted]line, hotel or vacation package booking. Our voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needs. Here are the instructions for the future travel voucher:
When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [email protected].  Please reference case number [redacted] and my letter offering the $50 future travel voucher in your request. Orbitz will then issue a credit to the card used for the new booking. This offer is valid for one year from the date of this letter, until March 16, 2017.
Mr. [redacted], we appreciate your business, and we hope you will provide us with a future opportunity to serve your with your travel planning needs.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL

Dear Mr. [redacted],
 
Roman" size="3"> The Revdex.com has shared your recent correspondence pertaining to the rate issue with your booking under Orbitz locator [redacted] at the [redacted] - [redacted] Vacation Club [redacted].  On behalf of Orbitz, I apologize for any disappointment this has caused, and appreciate the opportunity to review your account and respond to your concerns.
 
We were notified that there was a problem with confirming some reservations at the rate reserved for your travel dates.  Hotel rates are manually entered, and the company which handles entering these rates for [redacted] made an error while entering rates for some room types. 
 
Mr. [redacted], please know that this issue will not be affecting your reservation, and your booking has been confirmed at no additional cost.  On your reservation, you will not be requested to pay any difference in rate upon arrival at the property. 
 
Mr. [redacted], we apologize again for any inconvenience this has caused, but happy that we were able to correct this issue on your behalf.
 
Sincerely,
 
[redacted]
Orbitz Customer Relations
 
Tell us why here...

After 2.5 hours on and off hold being transferred to a "different supervisor" 4 times, I'm still stuck with a ticket I cancelled within the 24 hour time frame of booking.

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!

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

Dear [redacted],
The Revdex.com has shared your recent correspondence pertaining to the new flights...

reserved during your exchange process. On behalf of Orbitz, I apologize for any confusion, and appreciate the opportunity to review your account and respond to your concerns.At Orbitz, we understand the importance of properly confirming our customers’ choices throughout the booking process; whether the booking is confirmed via our online service or via an agent directly. To ensure that our agents’ have properly heard each request, the agent will provide a full recap of the choices they have made prior to confirming the reservation.
Please know that we have reviewed the call recording of your exchange process. Upon reviewing the call, it does verify that our agent recapped the chosen flights on two occasions during the phone conversation, and the dates were agreed to.  I do see that a second exchange was processed with a total add collect of $504.45 was charged. 
[redacted], The date of August 20th was only available at a higher rate.  The higher difference in fare would have been required to be paid, and this is not something Orbitz is able to refund.  Due to the confusion, we have refunded half of the $300.00 penalty fee charged.  Also, as a gesture of our sincerity, we have also processed a refund of the $30.00 Orbitz fee.
[redacted], we certainly apologize for any confusion that occurred, but we have verified that our agent properly recapped the flights chosen, and permission was granted to process the change. Please understand that Orbitz does not hold the funds for the penalty fee or the difference in fare, and we are unable to grant your refund request for a full refund of the exchange cost. Thank you again for the opportunity to address your concerns.
Sincerely,
[redacted]
Orbitz Customer Relations
Tell us why here...

I booked a rental car back in February 2016 for April 30, 2016-May 7, 2016. I paid the $72 for insurance. When I went to pick up the car on April 30, 2016 I was not able to get the car as the documents I brought her not enough. I brought the documents that the orbitz website told me to bring. I asked [redacted] what about the refund on insurance and they said I would have to contact Orbitz but they would explain that I did not get the car. April 30, 2016 I called and was told in 5-7 business days I would have my refund. I waited 2 weeks and started checking my bank account. On May 23, 2016 I called again and was told I never called on April 30, 2016. I told them I could produce my phone bill that shows I did. After much arguing they agreed to call [redacted] and told me I would receive my refund in 3 business days. On May 27, 2016 I email customer service and was told the refund was sent it just depends on my bank. A week later I called my bank and they told me no outside source (orbitz) ever tried to make a deposit to my bank. When I emailed customer service about it they told me to call customer service.
I just want my money without jumping through hoops, it's been over a month and I was told 3 different times I would receive it!

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.
Here is the information that Orbitz requested:
Email used to make a reservation: [redacted]@gwu.edu
Itinerary #[redacted]
Thank you,342077967 
Itinerary # 1334207796
Sincerely,
[redacted]

Dear Ms. [redacted],

0in 0in 10pt;">The Revdex.com has shared your recent correspondence pertaining to the charges that was incurred when it was requested to utilize your ticket credit, and for the service received. On behalf of Orbitz, I apologize for your disappointing experience, and appreciate the opportunity to review your account and respond to your concerns.

Our records reflect on February 5, 2016, you self-book a flight reservation, using Orbitz.com.  Travel is on [redacted] Airlines, departing May 6, 2016, from Denver, Colorado to Watertown, New York; returning on May 9, 2016, from Watertown, New York to Denver, Colorado.  Itinerary number: [redacted].  It is my understanding you feel that you were overcharged three times for a total amount of $511.00 and is requesting a refund.
We can confirm on February 17, 2016, we were contacted, and it was requested to change the flight dates, and our agent advised of the change fees.  The change fees were agreed too and the exchange was processed.  On that same day, you contacted Orbitz advising that you needed to cancel the exchange request, due to an airline schedule change on the return flight.  Our agent contacted the airline and they advised the agent to cancel the flight.  In addition, they advised that the customer can submit a request for refund on the airline’s website.  The agent advised of the information provided from the airline.
It was then requested to cancel and rebook new flights.  The agent confirmed the new flight dates, which were agreed to.  Charges in the amount of $137.00 were agreed to.
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] 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 airline can make changes to a customer’s flights.  These changes are not related to the type of ticket that was purchased or the company they were purchased from.  Airlines rarely tell travel agencies why they make a change.  Schedule changes are often due to routing adjustments, severe weather, staffing, or maintenance issues.
We can confirm on February 18, 2016, Mr. [redacted] contacted Orbitz advising that their wife’s credit card was overcharged three times for a total amount of $511.00, and his credit card was also charged $137.00.  The customer is requesting a refund of $511.00.  While our agent was researching the matter, the call was dropped.  Our agent was unable to contact you back.
Further research shows on February 19, 2016, the customer contacted us by email advising his wife’s credit card was overcharged three times for a total amount of $511.00, and his credit card was also charged $137.00.  The customer is requesting a refund of $511.00.
In reviewing the account, we do not show any extra charges were applied.  On March 3, 2016, we contacted [redacted] Airlines, they advised; there was an Airline Schedule Change on February 17, 2016; however the airline was able to exchange to the new dates, which reflects as follows:
Departing April 22, 2016, from Denver, Colorado to Watertown, New York, returning on April 25, 2016, from Watertown, New York to Denver, Colorado with [redacted] Airlines. 
We are unable to provide an updated itinerary as the changes were made by the airline directly.  You can contact the airline directly to confirm the updates, or once the dates are closer, you can go onto the airlines website to review your booking and to check-in online.
Orbitz strives to provide the highest level of customer service, and we are sorry that your recent experience did not live up to that expectation. We would like to resolve this matter; Orbitz is requesting a copy of the billing statement reflecting the extra charges. 
Ms. [redacted], you can submit the receipt directly via the Revdex.com complaint system.
We thank you for allowing us the opportunity to address the issues that were brought to our attention. 
Sincerely,
Charlotte Willis
Orbitz Customer Relations

I have been booking tickets with orbitz.com for many years. last month, I booked our Christmas vacation - flights and rental car - since I noticed cars were disappearing fast at the location we wanted to rent from, and prices going up, up, up.
I booked everything, paid and that was that, or so I thought.
Last night (Oct 2), I received an email from orbitz.com telling me my flights have been changed, and I received my new itinerary. I then realized I needed to change my rental car pickup and drop off times, no problem.
I called [redacted] the following day, gave them my reservation number only to be told they, [redacted] could not make changes to the times because I booked the car through a third party vendor. OK, it's a pain, but I'll call orbitz,com I think, so I did.
The first gentleman I spoke to told me first I needed to call [redacted] to make this change, so I explained that I had just called [redacted] and they told me t contact orbitz. Then he told me he could not change the times because I paid my money already. What!!??
I asked for a supervisor. Then he told me I could just cancel my existing reservation and book a new car. Well, I had to tell him the reason why I booked so earlya nd that I didn't think I would get the same rate for my car, especially since it would not be booked together with anything else, would orbitz make up the difference? He didn't know if this could be done and I told him I would do nothing of the kind, I wanted to keep my reservation at the rate that I had paid, not a penny more. Why do I need to be penalized for changes I did not make? why is it so difficult to change the pickup/drop off time for a rental car???? I asked for a supervisor again and finally got one on the phone.
Give the supervisor her due, she was a bit more sympathetic to my situation, and agreed to make up the difference on my rental car that would need to be booked outright on ts own The difference of $176.00. I am so glad I did not listen to the gentleman the first time around, or I would have been out of pocket another $176 and for what????
Orbitz.com customers should be aware, the deals may be great and cheap, but God forbid you want to tweak a few things or God forbid you NEED to teak a few things due to someone else making a change to your itinerary and it will cost you more money, time, heartache, frustration, etc.
Very disappointed, I will not be recommending orbitz.com in the future, there are other websites without having to go through this horrible experience again (I hope)

I am writing in regards to my all inclusive trip to Cancun from December 30th, 2015 to January 2nd, 2016. My record locator is PBORB-424-687-2144. I had decided to save up all year and make a fun trip for my mom’s Birthday. I looked at Orbitz reviews and identified a well-reviewed and well represented hotel – Grand Oasis Sens in Cancun. Because of New Year Holiday it was an expensive reservation for a resort but I thought it would be well worth because it was a surprise trip for my mom. The total cost of my hotel was $1,689.60 plus the shuttle fees.
We arrived at Grand Oasis Sens and I presented my information to the reception desk. After a flurry of discussion among them in Spanish (which I do not understand), I was informed that they don’t have rooms with the ocean front view and a terrace as Orbitz had promised to me. Better yet, I was told that such rooms with 2 queen size beds do not exist at this particular hotel. I was shocked because I confirmed it with Orbitz before my departure and paid an upgrade fee for the room with the ocean view. We had no choice but to accept a different room. I was stunned and embarrassed when I walked in the room with my mom. It certainly was a surprise but not a good one… The room smelled like mold and had mold on the ceiling, there was water on the floor in the bathroom nest to a nasty drain, the bath was rusty and it seemed that entire room was supposed to be remodeled. At the lobby desk I was explained that they don’t have any other rooms available and we should address it with Orbitz. When I called Orbitz, I have been referred back to the Hotel management. Needless to say, to address anything with the hotel staff was impossible, nobody ever picked up the phone when we tried to call the lobby desk. We asked for the ironing board for three days but never received it. Finally, when we were getting ready for New Year’s celebration, the lights went out and we were sitting in a dark. Again, our call to the lobby desk went unanswered. An electrician showed up shortly after we went to the lobby and addressed our problem in person. To make a long story short, we celebrated New Year in the dark room and only after midnight the light was fixed. We had to sleep with one of the lights on and were instructed not to use some of the electrical plugs. Only the following day the lights were fully fixed.
This was supposed to be an all-inclusive trip, however we were not able to reserve even one out of eight restaurants during our entire stay whether we tried to do that in the morning or evening!
It is my understanding that the Hotel is under reconstruction. It was overbooked during Holiday season and we were placed into the room that wasn’t ready to accommodate any guests. I made several calls to Orbitz representatives starting on 01/01/16 when I spoke with Bries, 01/04/16 when I spoke with Truddy, 01/06/16 I spoke with Erina, 01/19/16 when I spoke with Jefferson and was transferred to his manager Ori. Each time I was promised a call back with an update. That never occurred. Finally I called 01/29/16 with a final attempt before I file this complaint and spoke with Yael and her supervisor Toni, who once again was not helpful. Each staff member agreed that I am entitled to a full refund of $1,689.60, however there were never any of my complaints noted and each time I had to tell them the entire story over again. Then, with a nasty attitude I was told that Orbitz will refund me the money as soon as they get a hold of the hotel and receive their refund. Since it has not happened since I started my calls on 1/01/2016 I gave up on spending my time on calls being placed on hold with Orbitz. At this point I’m ready to file a formal complaint or file a claim at small claim court to recover the expenses for overpriced trip and services not delivered. I do have pictures supporting my claim and am able to provide them if ended. I strongly believe that it is Orbitz’s responsibility to check on the quality of the services and rooms to make sure that the customers get what they paid for. Better yet, since my credit card was charged by Orbitz, I am expecting a refund from them regardless of what the outcome is between Orbitz and the hotel.

Dear Mr. [redacted]

font-size: 11pt;">
The Revdex.com has shared your recent correspondence pertaining to the room type received during your stay at the [redacted].  On behalf of Orbitz, we apologize for any disappointment, and appreciate the opportunity to review your account and respond to your concerns. 

Upon reviewing your account and speaking to the property regarding the room type received; we have verified with the property that a Deluxe room was received.  The property has advised they were unable to accommodate you with the hammock; however, this feature does not change the room rate.

Mr. [redacted] we certainly apologize that you did not receive a hammock, but the rooms assigned were utilized, and we the property has declined your refund request.  Nevertheless, as a gesture of our sincerity, Orbitz would like to increase your previous future travel voucher offer to a $200 USD future travel voucher on your next prepaid Orbitz.com airline, hotel or vacation package booking.  Our voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needs.
                              
Here are the instructions for the future travel voucher:
                             
When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [email protected].  Please reference case number [redacted] and my letter offering the $200 voucher in your request.  Orbitz will then issue a credit to the card used for the new booking.  This offer is valid until January 11, 2017. 

We apologize again for the any disappointment.  We appreciate your business, and we hope you will provide us with a future opportunity to serve you with your travel planning needs.

Sincerely,

Charlotte [redacted]
Orbitz Customer Relations

August 8, 2015. I booked two NON-SMOKING rooms through Orbitz with the Microtel in Amarillo, TX. We arrived to find Orbitz had booked us into SMOKING rooms. I have come to understand that this is a standard practice. I don't care what their fine print says, Orbitz shouldn't have done it and rejected the booking. I ended up going to another hotel and still had to pay Orbitz. This also makes wonder about the Revdex.com.

Dear [redacted],   The Revdex.com has shared with ** your correspondence regarding your recent experience with Orbitz. It is my understanding [redacted] charged you $21000 USD for the change made to your return flight from [redacted] to Chicago instead of 21000 [redacted]n...

Rupees. 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 while Orbitz apologizes for your disappointing experience, you will need to contact [redacted] directly for any refund or compensation requests as they made the change to your reservation and charged you for the change.   Nevertheless, we do value you as a customer and we would like to offer you a $100 future travel voucher to be used towards your next Orbitz.com booking. Our voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needs.                 Here are the instructions for the future travel voucher:                 When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to ** at [email protected].  Please reference case number 5762181 and my letter offering the $100 voucher in your request.  Orbitz will then issue a credit to the card used for the new booking.  This offer is valid for one year from the date of this letter, until March 17, 2017.   [redacted], we appreciate your business and hope you will continue to use Orbitz in the future for your travel needs. Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

July 12, 2016
"Arial","sans-serif";">Revdex.com
Complaint Department – Orbitz
Re: Orbitz Case #: O-[redacted]
Dear Revdex.com,
Thank you for taking the time to contact Orbitz regarding an issue from our customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.  Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding flight reservations. We understand the customer is requesting a full refund for their hotel reservations.
Our records indicate that on June 7, 2016, the customer booked hotel reservations – itinerary [redacted] – using the self-service tool on the Orbitz website. Hotel accommodations were at the [redacted] Inn Hotel Hamburg Airport, checking in June 7, 2016, for one night.
Upon receipt of the customer’s complaint, we advocated on the behalf of the customer with the hotel, who advised that they will need additional time to review the details of the customer’s stay prior to approving or declining compensation. Once Orbitz has received a response from the hotel regarding this matter we will provide the outcome to customer.
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

I recently booked a trip via Orbitz (online) This trip was booked arriving into one destination (Chicago, IL) and leaving via (Dayton, OH). In the midst of that booking online a screen popped up for a [redacted] Promotion for an [redacted] Rental Car. I signed on for the promotion. However, there was nowhere in the promotion to specify whether or not the trip was multiple destination or round-trip. Having rented cars many times before I did not think it would be an issue and since the promotion was linked to my flight it only made sense that the car rental would reflect the same arrival and departure locations. However, when I arrived in Chicago I was told that if I wanted to drop the car off in Dayton Ohio I must pay an ADDITIONAL $268 to [redacted] to change my itinerary--which was incorrectly listed as a round-trip destination. Needless to say I could not drop the car off in Chicago if I was flying out of Dayton Ohio! After multiple failed attempts to get anyone from Orbitz to help me change the reservation that was incorrectly listed as a roundtrip vehicle rental I was charged an additional $268 (multiple times!!!) via [redacted]o to change my reservation to accurately reflect a trip I had booked on Orbitz' site. Moral of the story: DO NOT BOOK WITH ORBITZ and most certainly DO NOT USE [redacted]E PROMOTIONS. I will also not deal with [redacted]o either. What these three companies did successfully and in complete cooperation with each other (but not with their customer) was overcharge me for what was supposed to be a "promotion". I have had to file complaints with [redacted]o for charging me multiple times for one transaction when in fact I never should have had to pay them at all because I had already paid ORBITZ (via [redacted]) for the rental car. What should have been a $300 rental car was, in fact, a $900 rental car for a total of 6 days!!! Orbitz has lost my business because no one from their company would help me change my car rental reservation to accurately reflect my trip (as it should have been originally!). [redacted] is a completely inaccessible company and [redacted]o charged me multiple times on top of my Orbitz promotion for the same vehicle. I would like a complete refund for my rental car booking or my complaint stands.

January 06, 2017 Revdex.com Orbitz – Alaska, Oregon & Western Washington Complaint Department 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 complaint [redacted] regarding a refund request for a flight reservation. Our records show on April 08, 2016, Ms. [redacted] self-booked an Orbitz.com airline reservation via booking number [redacted], with a trip start date of January 14th, 2017. We understand from Ms. [redacted] complaint, she was advised a refund would be completed in the amount of $207.25 due to the insurance component she added to the package. Ms. [redacted] is requesting a refund of $207.25 and a second amount of $69.30 for the difference between the new and old ticket. On December 22nd, 2016 Orbitz processed a refund of $207.25USD. This has been documented on the customer’s Orbitz account. Orbitz is unable to provide a refund of the difference in fare for $69.30USD as the price is provided to us directly by the airline and Orbitz does not keep the amount charged for the difference in fare. The full amount paid for the difference in fare is provided to the airline. As a courtesy, Orbitz has provided a $25 future travel coupon for Ms. [redacted]. The coupon is available for use under her Orbitz account which is linked with the email. Orbitz’s goal is to provide an exceptional customer experience. We do regret any inconvenience Ms. [redacted] has encountered in resolving this matter. As a refund has been given to and the issue has been resolved to Mr. [redacted] desired outcome, Orbitz considers this matter closed. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, [redacted] Tier 3 Customer Service

I was attending a weekend conference out of town and had a client request my presence on Monday which required that I stay the night there Sunday. I booked a hotel on Orbitz for Sunday as they had a reasonable price but Orbitz defaulted to the following Sunday and I did not notice until checkout that the reservation was a week later than I wanted. I called their customer service to move the reservation up a week and got someone on the phone but was put on hold while I looked up my confirmation number on my phone (the only way to access it at the time) while still on the call which took no more than 30-45 seconds. Instead of waiting for me to get the number, the rep hung up on me. I called the hotel and they were more than willing to reschedule but since I booked through Orbitz their hands were tied. I called Orbitz back twice more but never was able to get anyone on the line this time. Sunday came and I booked a room somewhere else through another company as I was sick of dealing with it and getting nowhere and they were closed after my conference concluded. When I returned home I called again and went through the cancellation process through their automated system, but Orbitz kept all of my money even though I never used the reservation. I called customer support and they said they could not do anything about it.

So I wasted $125 for nothing because their customer service representatives don't have the patience to wait while I look up a confirmation number, or even answer subsequent calls so I could reschedule my room. Even more frustrating is that I had to pay for another hotel at nearly the same rate since I was not able to reschedule my original booking. What should have been rescheduling a $125 room turned into a $250 one night stay and a waste of money.

Not only do I not recommend this company, I feel their practices are unethical and dishonest. I will never use this company's services again and recommend you do not either. Whatever savings they offer are far outweighed by their lack of customer service and terrible policies.

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

comments and concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from Ms. Wilder’s complaint she is requesting a refund for a flight reservation to be expedited.Our records indicate on June 10, 2016 the customer self-booked a round trip flight reservation using Orbitz.com. The flight reservation was operated by Icelandair, with flights from Denver, CO  to Amsterdam departing on June 13, 2016 and returning from Paris Orly on June 20, 2016We are able to confirm that as of June 13, 2016 this matter was resolved with a refund $1686.26 being processed to the original form of payment. Unfortunately, we are unable to expedite the transfer of funds back into your account. The time it takes the refund to post to the customer’s account depends on the time it takes the airlines and the customer’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

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