Orbitz

I purchased a round-trip flight with Orbitz.
For unknown (to me) reason it was exchanged without a notice by email or phone. I tried to check-in at the airport only to learn that I'm flying different airline some 8 hours later. I was more or less okay with the change since anything can happen and made it to my destination in acceptable time-frame. However, the lack of notice is certainly a minus for the agency.
The difficult part began when I needed to exchange my return ticket. It turned out that not only I wasn't notified of an exchange but the initial airline too. And, my return tickets were canceled for a 'no-show' reason.
After many hours (approximation is over 20) with Orbitz customer support on the phone the situation wasn't resolved in any way. Neither the cancellation, nor the exchange. At some point the refund was requested on my part and denied on Orbitz's.
Sadly, when Orbitz's support state not to contact airline directly, only that might be the client's only option since Orbitz will do nothing but take client's time on the phone.
Overall my experience was the worst since I was basically stuck abroad without a return ticket when the travel agency didn't offer any option to fly me back.

June 8, 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 hotel reservation. We understand from the customers complaint they are unhappy about a submitted best price guarantee claim.Our records indicate on May 15, 2016 the customer self-booked a hotel reservation for two travelers using Orbitz.com. The customer purchased a one night hotel reservation at [redacted] Hotel & Executive Meeting Center, checking in on June 11, 2016, and checking out on June 12, 2016.On May 15, 2016 the customer submitted a best price guarantee claim for his hotel reservation. As of May 22, 2016 this issue was resolved when the customer was refunded the total price difference of $22.89. Due to the customers reservation not being completed we request the customer call Orbitz when the reservation is completed and provide case number O-[redacted] to receive $50 Orbucks.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

November 18, 2016Revdex.comComplaint Department – Orbitz Re: Orbitz Case #: [redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the...

Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from Mr. [redacted] complaint he is requesting a refund of his canceled flight reservations.Our records indicate that on May 7, 2016 the customer self-booked round trip flight for two passengers on Orbitz.com. The customers flights were operated by [redacted] Airways, departing from New York, NY to Punta Cana on February 18, 2017 and returning on February 25, 2017.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. American Airlines and United Airlines were the operating carriers and merchants of record for the customers flights (the entity that received the funds and the companies that charge 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.We are able to confirm that this matter was resolved on September 2, 2016 [redacted] Airways processed a full refund of the flight reservation. The amount of time it takes the customer to receive the refund depends on the airlines and the customers banking institution. The airlines also provided the bank reference number [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

I was trying to book a trip with Orbitz for columbus Day weekend. I searched for the trip for over a week. I found a reasonable price and proceeded to book. The price advertised to me was $578 per person, however after clicking on the trip and selecting a flight (advertised as $0 additional dollars) it brought me to a page to enter my personal information. At this point the price more than doubled to roughly 3300. I called customer service and they experienced the same issue. They claimed that the airlines were changing the prices of their flights, however over and hour later (and multiple searches ran) the prices were still advertised with the EXTREME hike in price after. This price was higher than any other previously advertised price and they refused to remedy the issue. This made me nervous and concerned about the validity of the business itself. I think this issue should be carefully looked into.

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

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]

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]

Dear Mr. [redacted],
 
...

The Revdex.com has shared your recent correspondence pertaining to the cancellation of your return flight due to not traveling on the outbound portion of the ticket.  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 making our customers’ aware of all supplier rules and restrictions.  When a nonrefundable ticket is reserved, [redacted] Airlines does require a $200 airline imposed change fee, and difference in fare to be collected at the time of change.  There will also be a $30 Orbitz service fee. 
Upon reviewing your account, I do show that our agent was searching for different travel dates to the outbound and the return portion of your travel, not just the outbound portion of the flight.  When a lower cost ticket is reserved, it can be more cost effective to reserve a new ticket if another airline is offering a lower rate verses paying the airline penalty fees.  However, airlines do not allow a customer to not travel one portion of their flight segments, and retain value on the remaining segments of their booking.  The airline will label your flight as a “No Show”, and cancel all remaining segments of your flight.  These cancellations are not processed by Orbitz.  They are processed automatically by an airlines system if a passenger does not check-in, cancel, or process a change to their flight prior to departure.  This is a standard airline policy, and is advised in the rules and restrictions agreed too prior to confirming a booking. 
Mr. [redacted], we certainly apologize for any confusion; however, I am not able to verify that our agent advised that you could not travel on your outbound flight, and reserve a new one-way ticket.  This is something that airlines do not allow, and all agents are aware of and is specifically stated in the fare rules associated with each ticket.  As Orbitz does not hold the funds for the ticket reserved, I am unable to grant your refund request.  Nevertheless, due to any confusion that occurred, Orbitz would like to offer you a $382.20 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 $382.20 voucher in your request.  Orbitz will then issue a credit to the card used for the new booking.  This offer is valid until May 31, 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
Tell us why here...

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]

Initial Business Response /* (1000, 5, 2015/09/08) */
Dear Mr. [redacted]
The Revdex.com has shared with us your correspondence regarding your recent experience with Orbitz. It is my understanding you are requesting a refund for your canceled stay at the[redacted]...

[redacted]. I appreciate the opportunity to review your account, and respond to your concerns.
All cancellation policies are posted on the website based on the rules established by the hotel. Throughout the booking process, the website recaps the selections made by the customer. Prior to confirming your booking, the website recaps your selection again and alerts you to review your reservation carefully, including the complete cancellation policy. The cancellation policy for your reservation at the[redacted] Inn and Suites[redacted] was stated as follows:
Cancellations or changes made within 1 day prior to 4:00 PM local hotel time on the day of arrival are subject to a $99.00 charge. Cancellations or changes made after 4:00 PM local hotel time on the day of arrival are subject to a 100% charge. We are sorry but refunds are not available for early check-out.
Mr. [redacted] at the time you canceled your stay the cancellation policy had already went into effect and the reservation was non-refundable. Please know that we do regret your disappointment; however, we have contacted the property on several occasions and a refund has not been granted. Orbitz has been charged in full for your bookings, and we are unable to offer a refund. Nevertheless, we have issued you a future travel voucher in the amount of stay, $99, to be used on your next Orbitz.com booking.
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 $99 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 September 8, 2016.
I understand this may not have been the answer you were looking for; however, we do appreciate your business and hope you will provide us with a future opportunity to serve you with your travel planning needs.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL

June 5, 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 requesting a new tickets to be issued with the correct names on them.Our records indicate on April 27, 2016, our agent assisted the Ms. [redacted] with booking a round trip flight reservation for two travelers. The flight reservation was operated by [redacted], with flights departing on June 22, 2016 from Boston to Rome and returning to July 3, 2016.We have confirmed that during the booking of the reservation, the agent advised the customer that there is no need to add middle names to an international ticket. Due to our agents error on May 24, 2016 Orbitz purchased Ms. [redacted] new ticket for both travelers. 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]’s 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

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