Orbitz

Orbitz is a useless service. I booked a multi-leg flight/hotel itinerary for my wife and son only to learn many of the details Orbitz recorded (seats, baggage, etc) are discarded by the actual airlines. When I attempted to check-in my family, all the details I had selected/save with Orbitz were gone. The airline told me that they do not take the details such as seat selection from any third party so why bother?

November 3, 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 Sandra Deveney (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 unused car reservation.Our records indicate on June 23, 2016 the customer self-booked a car reservation with Orbitz. The customer reserved a Special Rental. The car is due to be picked up on October 26, 2016, in Syracuse, NY and returned to the same location on October 29, 2016. The customer also purchased “Car collision damage protection”.On October 26, 2016 the customer emailed our customer service requesting a refund of her insurance due to being denied a car as she has no major credit card. Per the car reservations terms and conditions that were presented to the customer at the time of booking, “Renter is required to present a major credit card or debit card in their own name at the time of rental.”As an effort to advocate on the customers behalf we contacted [redacted] Rent A Car on November 3, 2016. [redacted] advised us that on October 26, 2016 Ms[redacted] was unable to utilize the car reservation. Due to this we are able to refund the unutilized “Car collision damage protection”. As of November 3, 2016 a refund of $36.00 was processes to the customers original form of payment. The time it takes the refund to post to the customer’s account depends on the time it takes the Mr. [redacted] 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

I visited australia and new zealand. I had an issue in both countries and needed to talk to orbitz representative. GOOD LUCK WITH THAT!!!!! First you cannot find anything but a 1-800 number that did not work in other countries. there was no orbitz number in australia or new zealand. and if there is you cannot find it on the web site. I could not even find a way to email custormer service on the web site today when I wanted to complain. also if you want to make any changes on your tickets you have to go through orbitz since it is considered your travel agent. so I am not going to book any out of the country tickets with orbitz again. inside the country it should not be a problem. but the website needs help for those lost and confused in another country. thanks cynthia

July 11, 2016
Revdex.com
Complaint Department – Orbitz
Re: Orbitz Case #: O-[redacted]
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret to hear that Mr. [redacted] did not accept our response and/or resolution offered.
Orbitz reviewed Mr. [redacted] online booking session on July 5, 2016. The online booking session did display the fare rules associated with the booking prior to Mr. [redacted] completion of the booking, which stated:

Tickets are non-refundable and non-transferable.
A fee of $200.00 per ticket is charged for itinerary changes.
Name changes are not allowed.

Mr. [redacted] will retain a flight credit of $466.20 per passenger for a total of $932.40 on [redacted] Airlines for one year from the original ticket issue date. At the time the customer rebooks their reservations, an airline incurred change fee of $200.00 per ticket, plus any increase in airfare will be collected.
The actual cost of the airline ticket was charged by the carrier directly, in this case [redacted] Airlines. Please note that Orbitz serves as a third party intermediary for travel providers such as hotels, car rental agencies, and airlines, and as such we must abide by and enforce the terms and conditions set forth by the suppliers with which we work.  
Orbitz makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasing. We provide your selection details on several pages for your review including the final payment screen. When acting as their own travel agent it is each customer’s responsibility to review the details of their itinerary prior to finalizing any reservation.
 
Given the above, we are unable to offer the customer any additional compensation.
Thank you for allowing us to address this matter further.  As this matter has been resolved and no additional information has been provided, we respectfully request the Revdex.com close this case.
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 with us your
correspondence...

regarding your recent experience with Orbitz. It is my
understanding you were upset the Best Price Guarantee for your stay at the [redacted]
Beach Hotel was denied. I appreciate the opportunity to review your account and
respond to you.
 
On behalf of Orbitz, I apologize for any frustration this
has caused you.
 
Upon further research, we do show on February 13, 2016, you
did submit a request for price matching through our Best Price Guarantee
program; however, your request was denied due to the type of room used in the
comparison being different.  After
reviewing your claim we agree that the room types, while having a different
title, are in fact the same room types; therefore, we will honor your request
for the Best Price Guarantee refund and Orbucks addition.
 
Once you have completed your travel please contact Orbitz
and provide your case # S-[redacted] and ask the agent to add your $50.00 in
Orbucks and refund of $16.50 for your claim on itinerary # [redacted]. Travel
does have to be completed and the Itinerary fully utilized before these can be
awarded.
 
[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

Dear Ms. [redacted],
The Revdex.com has shared your recent...

correspondence pertaining to the airline imposed schedule change that has affected your reservation. On behalf of Orbitz, I apologize for this disappointing experience, and appreciate the opportunity to review your account and respond to your concerns. At Orbitz, we certainly understand the frustration that an airline imposed schedule change can cause. When a change occurs, we make every effort to notify and accommodate our customers to their satisfaction. However, airlines do have regulations that must be followed when new flights are chosen. Airline schedule changes are not in the control of Orbitz, and as a travel agency, we must abide by the airlines rules when re-accommodating a customer.
Upon reviewing your account, I do show that the last airline imposed schedule changes updated on your record by either airline was in March, and notifications forwarded.  No further flight changes or cancellations had been generated to your reservation by the airline for Orbitz to forward a notification.  Airline schedule changes are processed by the airline directly, and they have the authority to do so at anytime with or without notification.
Ms. [redacted], we certainly regret your disappointment in our services, but please know that airline schedule change are out of the control of Orbitz. Orbitz does not hold the funds for the tickets reserved, and as a travel agency, we are required to follow all airline rules and restrictions. Thank you again for the opportunity to address your concerns, but we are unable to offer any further compensation. We do appreciate your business, and hope that we have a future opportunity to serve you.
Sincerely,
[redacted]
Orbitz Customer Relations
Tell us why here...

Revdex.com
Complaint Department – Orbitz
Re: Orbitz Case #: S-[redacted]
Dear Better Business...

Bureau,
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 Ms. [redacted] complaint she is unhappy about the hotel reservation purchased.
Our records indicate on January 30, 2016 the customer booked a hotel reservation for a two night stay at the [redacted] on the Pier [redacted] checking in on March 31, 2016 and checking out on April 2, 2016. The customer used 33.98 Orbucks to pay for the reservation.
On January 31, 2016, we can confirm the customer utilized the self-service tool to cancel her hotel reservation. Due to the reservations cancelation policy the customer was fully refunded for the canceled hotel reservation. We have verified that on January 31, 2016 Ms. [redacted]’s 33.98 Orbucks were returned to her Orbitz account.
If you have any further questions or concerns regarding this matter, please feel free to contact us.
       
Sincerely,
[redacted]
Tier 3 Customer Service

Tell us why here...

So, [redacted] is threatening to cancel [redacted] return flight home because he won't be on the outgoing flight even though I have notified them that he is NOT a no show and will be on the return flight home. I'm not asking for a refund or for them to make any changes--just notifying them, but they will still cancel it....[redacted]?? Nice of @[redacted] to threaten to have a MINOR be stranded in Denver. Now, I have been on hold with Orbitz Flights, Hotels, Cars for 35 minutes while they try to make sense of it. Seriously...just dead air for 35 minutes. Do you think they forgot about me?

Dear Mr. [redacted]

New Roman" size="3"> The Revdex.com has shared your recent correspondence pertaining to Weiye not being able to travel on his return flight under Orbitz record locator PBORB2653366904.  On behalf of Orbitz, I apologize for any inconvenience this has caused, and appreciate the opportunity to review your account and respond to your concerns.

Upon reviewing your reservation, I do show there was an airline imposed schedule change that occurred on your reservation, which resulted in the connection city being changed.  Due to the change in the connection city, Air China is advising that the new flights were not recognized, and new tickets needed to be issued. 

Mr. [redacted] we certainly apologize for the inconvenience this caused Weiyi. Due to the issues Weiyi encountered, I have processed a refund in the amount of $213.10 USD to the Visa card ending in 0687 for Orbitz record locator PBORB6209856744 for the Dallas to San Antonio flight.  I have also processed a refund to Weiyi’s credit card in the amount of $1405.79 USD for the ticket reserved via American Airlines directly to travel from Beijing to Dallas. Please allow 3 to 5 business days for the refunds to process.

We apologize again for any inconvenience this has caused.  We do appreciate your business, and hope that we have a future opportunity to serve you.

Sincerely,
[redacted] Charlotte Orbitz Customer Relations

I very recently used Orbitz.com to book a hotel room. I made my booking on Nov. 3 2015, to stay Dec. 22 - 28, 2015. I have since found I can stay with friends so wanted to cancel my hotel booking. What an awful surprise awaited me. By booking through Orbitz.com my booking is completely non-refundable. I'm giving them plenty of time to re-book the room (six weeks) and I'm free to cance,l but they will charge me anyway!

I've never had to pay for a room that I've cancelled before. I know better than to cancel with too little time for the hotel to re-book. Orbitz.com's policy means I am forced to stay in a hotel that I now have VERY negative feelings about. By "forced" I mean I refuse to pay for a room that I'm not staying in.

I find this policy unconscionable and will never use Orbitz.com again.

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],
 
Thank you for the follow-up response, and I do apologize for your continued disservice with Orbitz.
 
Please know that we did receive your email you sent Customer Relations and Orbitz responded to your inquires via the Revdex.com.
 
Again, I apologize for any inconvenience this may have caused.  However, the information to redeem your [redacted] was mentioned in the email that was sent to you last December.  In the email, it states to email Orbitz after you booked your reservation and then your account will be refunded the amount of your [redacted]. 
 
Mr. [redacted], we understand this is not the reply you were hoping for, but we are unable to grant your refund request.  The [redacted] is good to use until December 28, 2016.  Thank you again for the opportunity to address your concerns.
 
Sincerely,
 
[redacted]
Orbitz Customer Relations
Chicago, IL

Orbitz is not responsive to customers in a timely or responsible fashion. A single itinerary has been rescheduled three times in a span of two months.

The airline has provided unrealistic and unhelpful alternatives, days away form our initial departure time. When calling to reschedule, customer service has placed me on hold for half an hour at a time only to hang up.

Orbitz's lack of respect for its customers time is the most unprofessional and intolerable aspect of their business. At this point, I have spent over three hours trying to reschedule a flight that I had reserved months in advance. There is no accountability and no willingness on the part of the company to follow through with the original agreement that was paid for.

I would strongly recommend that others avoid this business as any perceptions of savings or convenience are outweighed by the complete lack of competence or respect for its customers.

Initial Business Response /* (1000, 5, 2015/07/17) */
Dear Mr. [redacted]
The Revdex.com has shared your recent correspondence pertaining to the collection notice received on Orbitz locators [redacted] and [redacted]. I appreciate the opportunity to review your...

account and respond to your concerns.
Upon reviewing your account, I do see that both reservations were confirmed on January 27, 2015. On January 30, 2015, you contacted us on why you had not received a full refund for the reservations. At that time, we did explain that the booking had not been canceled via Orbitz. We did send a refund request to Emirates Air on your behalf to see if they would still allow a refund.
Mr.[redacted], the booking was confirmed as requested, and the reservation was not courtesy canceled. We have indeed received a dispute from your credit card company, and you will need to contact our Collections Department at the number given on your notification. Thank you again for the opportunity to address your concerns.
Sincerely,
Charlotte [redacted]
Orbitz Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/07/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke with Orbitz customer support manager is February and she told me that this matter was cleared and closed.
I again contacted Orbitz customer service on 7/15 and Customer serv. Rep. told me that there is NOTHING outstanding on our part.
On one hand all of Orbitz's customer service personnel are telling us that everything is fine and the other hand I am receiving a collection notice.
Please note that the collection notice is the first communication I have received on this matter. There was no prior bills or any such thing sent to me.
Orbitz needs to take it up with the airline which is charging them a "change fee" which is being passed on to me unfairly. I will be taking this matter up with my credit card company as soon as possible.
Collection notice without any bills is unacceptable.
Final Business Response /* (4000, 9, 2015/07/18) */
Dear Mr. [redacted]Thank you for your follow-up response, and I appreciate the opportunity to address your continued concerns.
A dispute of charges was filed on a valid reservation, and chargeback has been received due to this dispute. In order to settle the collection amount, you will need to contact our Disputes Department directly.
Mr.[redacted], thank you again for the opportunity to address your concerns.
Sincerely,
Charlotte [redacted]
Orbitz Customer Relations

September 7, 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 hotel reservation. We understand the customer is requesting a full refund of her hotel reservation.Our records indicate that on August 31, 2016 the customer booked a hotel reservation for two travelers. The customer purchased a one night hotel reservation at [redacted] Inn, checking in on August 31, 2016, and checking out on September 1, 2016.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. Based on the cancellation and change policy agreed upon by Ms. [redacted] at the time of purchase, Cancellations or changes made after check-in are subject to a hotel fee equal to 100% of the total amount paid for the reservation.As an effort to advocate on Ms. [redacted] behalf Orbitz reached out to the hotel. After speaking to a hotel representative they explained that per the hotel policy that the customer agreed to when booking they are unable to authorize a refund for the unutilized reservation.We sincerely regret that we are unable to offer a more satisfactory response or resolution to Ms. [redacted] 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 flight purchase before our system asked her to complete the reservation online.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 satisfactory to me.
Sincerely,
[redacted]

Dear Mr. [redacted],

Thank you for your follow-up response, and I appreciate the opportunity to address your continued concerns.

We certainly regret to hear of your family situation, and your reservation has been thoroughly reviewed, and given every consideration.  However, the reservation confirmed was associated with a nonrefundable rate, and we advised prior to confirming the reservation.  We contacted the property on your behalf on two occasions, and but your refund request was declined.  We do show that this information was properly conveyed by our agents.

Mr. [redacted], I wish that my reply could be more favorable, but we are unable to grant your refund request. Thank you again for the opportunity to address your concerns.

Sincerely,

[redacted]
Orbitz Customer Relations
Tell us why here...

Complaint: [redacted] I am rejecting this response because:
I booked a Deluxe Suite on Orbitz. The hotel in question is claiming the room I stayed in was a Deluxe Suite, but it was not. Orbitz should not rely on the hotel management's claim. I have pictures to prove that the room was not a Deluxe Suite. Orbitz could compare my pictures to the pictures on the hotel's own website and the description in words on Orbitz's website.
To resolve my complaint, Orbitz offered me a rebate in the form of a credit to be applied after a future pre-paid booking is made, but the process they described to fulfill this requires too many steps. To put this issue behind me, I would accept the amount offered by Orbitz, but instead applied as a credit back to my credit card for the already-completed hotel stay that caused this complaint. This would be the right course of action, since my complaint is about the already-completed hotel stay. Sincerely, Mukund [redacted]

Dear [redacted],
Thank you again for your follow-up response, and I appreciate the opportunity to respond to your continued concerns.
It would be the customers’ decision on whether the hotel portion of your travel is booked as a single reservation so that Orbucks could be utilized to receive a discount or to reserve the reservation as a package to receive the package discounted rate.  However, if the decision is made to reserve and receive the package discounted rate, we are unable to offer the redemption of your Orbucks towards the package booking.  These terms and conditions are the same whether the customer or an agent reserves your package.
Pricing for all reservations are displayed prior to confirming a booking.  In order to confirm the reservation, the price advised and the terms and conditions must be agreed before you can confirm the reservation.  The package amount was displayed and agreed to prior to confirming the package, and we are unable to change this rate.
[redacted], I certainly apologize that we have met an impasse, but we are unable to grant your request to redeem your Orbucks towards the package booking reserved or offer a refund for a fare that was no longer available.  Thank you again for the opportunity to address your concerns.
Sincerely,
[redacted]
Orbitz Customer Relations

Complaint[redacted]
I am rejecting this response because:
Orbitz reneged on our contract.  I DID NOT cancel a reservation; they never fulfilled it.  That's an essential distinction in this case.  They ended up stealing over $100 from me as a result.
Sincerely,
[redacted]