Orbitz

August 9, 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 Annie [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from Ms[redacted] complaint she is requesting a new ticket to be issued at the rate at which it was booked.Our records indicate on June 25, 2016 the customer self-booked a round trip flight for one traveler. The flight reservation was operated by [redacted] Airlines, with flights departing on August 30, 2016 from Nanjing to Los Angeles, CA on January 31, 2017.On June 25, 2016 [redacted] Airlines notified Orbitz that the customer’s credit card information was not accepted therefore we reached out to the customer for a different form of payment. Due to the customer not providing that information we were unable to issue the customers tickets. Our records reflect multiple calls being made into customer service by Ms. [redacted] in regards to her flight tickets. On July 5, 2016 the customer contacted our customer service in regards to assistance issuing her tickets. Per documentation the agent offered to honor the original rate by having Orbitz cover the difference in rate and book a new reservation for the customer which included one stop. The customer declined this offer.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. We utilize a real-time airline reservations database that contains current ticket prices and availability. The database is updated regularly as fares change and seats are sold. In addition, the airline limits the number of seats available for discounted fares; as the discounted seats sell out fast, those airfares are no longer available. Consequently, it is possible that a specific fare that is available when customers book their reservations will no longer be available when it comes to ticketing the reservation. Airfares are subject to change until the tickets and the reservation is confirmed. Orbitz is unable to change or alter the fares provided by the airlines therefore we are unable to book Ms. [redacted] ticket at the rate originally quoted.When finalizing a reservation on Orbitz.com, the user agrees to the specific rules and restrictions provided during the booking session. As set forth in the Orbitz Terms of Use:SUPPLIER RULES AND RESTRICTIONS:Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.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

May 17, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O-[redacted]Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret to hear Mr. [redacted] did not accept our response and/or resolution offered.Please accept our apologies for any lack of service you received while trying to resolve your situation. It is never Orbitz’s intent to mislead or to cause inconvenience to our clients, and we are sorry that you feel Orbitz has done so. Orbitz goes to great lengths to supply our clients with the information and opportunity to make well-informed travel purchases, and we are more than willing to assist our clients in any way commercially possible. We at Orbitz are dedicated to providing knowledgeable service and support to our clients.Due to Orbitz being a third-party intermediary, we had to contact the Air France to request a refund of the reservation. The airlines authorized a full refund of one ticket due to the error that caused [redacted] to have two tickets. As of May 17, 2016 a full refund of one ticket amounting to $498.16 was processed 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]’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

Dear [redacted],   The Revdex.com has shared with us your correspondence regarding your recent experience with Orbitz. It is my understanding you were unable to take your return flight from Port of Spain to New York and you are requesting a credit for the flight to...

use in the future. 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.   After further review of the reservation we do show per the fare rules placed on your reservation by [redacted] Airlines, which you agreed to at the time of booking, changes are not permitted to the reservation, meaning once the itinerary is booked no changes to date or time can be made and the reservation cannot be canceled for a future use credit. Unfortunately, as you did not take the return flight and no changes are allowed to the reservation the value of the return flight has been lost.   [redacted], as a travel agency, Orbitz is required to apply the applicable airline fare rules when performing a ticket exchange or cancellation. As the fare rules state no changes are allowed Orbitz is not in a position to offer a refund or credit for the return flight.   Nevertheless, we do value you as a customer; therefore, we would like to offer you a $150 future travel [redacted] to be used on your next Orbitz.com booking. Our [redacted] 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 [redacted]:                 When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [redacted]@customercare.orbitz.com.  Please reference case number [redacted] and my letter offering the $150 [redacted] 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 April 13, 2017.   [redacted], we wish our response could be more favorable. 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

Complaint: [redacted]
I am rejecting this response because:  A better offer of compensation should be offered or let the 75 dollar coupon be applicable to a car rental as well as a hotel
Sincerely,
[redacted]

May 3, 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 Ms. [redacted]’s complaint she requesting a refund for a recently booked hotel reservation and further compensation. On May 3, 2016, we contacted Ms. [redacted] to acknowledge receipt of the Revdex.com complaint.Our records indicate on April 6, 2016, our agent assisted the Ms. [redacted] with booking a hotel. The reservation was for a two night stay for two travelers at the [redacted] Inn Havelock, checking in on May 27, 2016, and checking out on May 29, 2016.We have confirmed that during the booking of the reservation, the agent quoted the customer the final price of $97.75 per night and a total price of $194.48 when including the customers Orbucks prior to ending the call. We have verified that the agent did not use any of the customers Orbucks and charged the customer the full amount of the reservation totaling $220.40.Due to our agents error as a one-time courtesy, Orbitz has agreed to reimburse Ms. [redacted] the $25.92 difference of what the customer was quoted and what the customer was charged. The time it takes the refund to post to the customer’s account depends on the time it takes the airline and the customer’s credit card company to process refunds. We would like to apologize for the inconvenience Ms. [redacted] may have experienced, and for any lack of service he received while trying to resolve this issue. Despite his recent experience, we do value his business. Orbitz issued a $25 Orbitz Travel Coupon to use on a future trip, due to the inconveniences. This coupon is valid towards the future purchase of an E-Special Rate hotel reservation, either as a stand-alone hotel or in a vacation package. The coupon will appear in the booking path for the next qualified reservation, and it is valid until one year from the date of this letter.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, 2014/11/24) */
Dear Mr.[redacted]
The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you further. It is my understanding that you have been trying to book a package on our website, but the fare keeps...

increasing prior to purchase. On behalf of Orbitz, I apologize for this frustrating experience and any disappointment this has caused. I appreciate the opportunity to review this matter and respond to your concerns.
It may be helpful to understand that as a third party travel agency, we have no control over airline fares. When you click through the booking path, the website constantly sends the flight information to the airline and if the fare has changed, the airline returns an error message with the new price.
Orbitz, as with any travel agency, is required to apply the fares and fare rules in effect at the exact moment of your booking. All fares are determined directly by the airlines and can be updated at any time. Unfortunately, fares are not guaranteed until they are ticketed. Orbitz is not able to restore a fare once it is sold out or discontinued by the airline.
In your situation, you may be booking a flight with an unusual itinerary or airline. Sometimes, if a particularly itinerary is not booked frequently enough, then the airline's fare cache becomes stagnant and the unavailable fare still appears in the search results. If you could please provide the details of the flight you were trying to book, I can forward that information to our Air Operations team to alert the airline of this stagnant fare cache.
Also, as a gesture of our sincerity and goodwill, I would like to offer you a $150 future travel voucher that you may use toward your next Orbitz.com prepaid 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[redacted] Please reference case number [redacted] and my letter offering the $150 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 November 24, 2015.
Thank you for bringing this matter to our attention. We value your business, and hope to have a future opportunity to restore your confidence in our products and services.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL

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?

Dear Mr. [redacted],
The Revdex.com has advised us of a complaint that you have made regarding
an issue you experienced, when attempting to book a ticket. My understanding is that on
October 8th between 9-10pm central time, you attempted to book 2 roundtrip tickets...

from
DFW to Cancun. You were booking [redacted] for the outbound flight and [redacted] for
the return flight. The total quoted for both tickets was $713.00. You proceeded to the check out
page, saw the [redacted] symbol and [redacted]. The page jumped back at that point, and you received an error message stating "your request could not be processed please try again later." You refreshed
the page, but the prices had not changed. You checked your My Trips, but nothing was showing. You
also checked email, but had not received anything. You attempted to book again and received the same
results. After that, your finance checked her bank statement, since it was her card that was being used.
It reflected two charges for [redacted] Airlines for $397.00. Your finance contacted [redacted], who stated that the reservation had come through half way. [redacted] advised they were waiting for Orbitz
to finish the reservations. You then contacted Orbitz Customer service, when you spoke with the first
representative, they advised you that they needed to transfer you. At that point you received a dial tone, and then immediately called back. You called back and were advised they need to transfer you again. You asked for the number of the department you were being transferred to, which they gave
you. When they transferred you, again you received a dial tone. When you tried reaching the number,
you realized it was disconnected. You called back again, and this agent stated again you needed to be transferred. This time the transfer was successful. You finally were able to speak with someone and
explain the issue. The agent advised there was nothing they could do but wait the 3-5 days for the
money to be returned. You told the agent you wanted to speak with a supervisor. They said no, you
asked again, and the agent said that the supervisor was just going to tell you the same thing. You asked
again to be transferred and finally spoke with a supervisor after waiting for one hour and twenty minutes. The only solution they offered was to rebook with them directly and wait for a refund for the
original attempted purchase. This person did offer you a $75.00 voucher. Since you did not have the extra fund available, you could not proceed to book. The next day, your fiancé had a conference call
between herself, Orbitz, and [redacted]. [redacted] advised it was put through so many times that it
generated fraud alert.
On behalf of Orbitz, I apologize for the inconvenience and the disappointing experience. All fares are determined directly by the airlines and can be updated at any time. Unfortunately, fares are not guaranteed until they are ticketed. Orbitz is not able to restore a fare once it is sold out or discontinued by the airline. Airfares and availability change throughout the day, based on demand for the flight and the airlines' right to change them at any time. Orbitz monitors these changes closely and makes every effort to keep our fare displays as current as possible.
Orbitz, as with any travel agency, is required to apply the fares and fare rules in effect at the exact moment of your booking. Unfortunately, fares can change very rapidly as the carriers continually adjust their flight loads, especially during peak travel times.
Mr. [redacted], please be advised that we appreciate you business. As a gesture of goodwill, I have deposited
$150.00 Orbucks into your Orbitz account. These points will be valid for one year toward the purchase of
hotel bookings on the site. Thank you again for reaching out to us in this matter. We hope to have a future opportunity to serve your travel needs and restore your confidence in our products and services.
Sincerely,
Steve Lennertz
Orbitz Customer Relations

June 2, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O-[redacted]Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret to hear Mrs. [redacted] did not accept our response and/or resolution offered.As previously advised, On May 17, 2016 [redacted] Services S.A advised Orbitz that they will not be able to refund the customers reservation. Due to this we are unable to refund Ms. [redacted] shuttle reservation.We sincerely apologize about the frustration and inconveniences that this has caused but must abide by the cancelation policies that were provided by [redacted] Services. 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 shuttle purchase before our system asked her 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

September 19, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted]Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret to hear Mr[redacted] did not accept our response and/or resolution offered.As previously advised, the customer booked one roundtrip ticket with [redacted] Airlines who is  the merchant of record, and the company that charged the customer’s credit card. We hope you understand we have to abide by their rules and regulations. Based on the fare rules agreed to at the time of booking, [redacted] Airlines flights stated to take any action on the reservation, the customer had to contact them directly. As Sprit Airlines does not provide us access to their tickets we are unable to assist the customer with changing or canceling the reservation. If the customer chooses to change the reservation he must contact [redacted] Airlines directly. Due to the purchase of insurance Orbitz is able to reimburse Mr[redacted] the change fees sustained. To request the reimbursement of the change fees we request the customer to contact Orbitz customer service and submit the receipt/bank statement documenting the change fees sustained.Please review the Cancellation Fee Waiver policy agreed to upon below:For a published air ticket, credit may be issued per applicable airline policies less airline change fees, and Policyholder will absorb the change fees. The actual airfare could be higher at the time of rebooking; in that event the price differential would be your responsibility. You are allowed to change or cancel your trip for any reason one (1) time prior to the start of your trip.We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.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

May 19, 2016Revdex.comComplaint Department – OrbitzDear 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 their reservations. As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate reply. At this time, we respectfully request additional time from the Revdex.com as further research is needed for this case. We will submit our final reply via the Revdex.com's website.Again, 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.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

July 29, 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 Ms. [redacted] complaint she is requesting a stop to daily emails..Our records indicate on April 30, 2016 the customer booked a car reservation through Orbitz.com. Upon booking this reservation the customer registered her email address for a guest account. As of July 29, 2016 Orbitz has requested to remove your 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

Dear Mr. [redacted], The Revdex.com has shared with us your correspondence regarding your recent Orbitz experience. It is my understanding that when you booked your cruise reservations with Orbitz you were advised that if you canceled more than 120 days before departure there...

would be no penalty; however, when you called to cancel you were advised of a $200 total penalty to cancel. I appreciate the opportunity to respond to your concerns.   On behalf of Orbitz, I would like to apologize for any frustration this has caused you.   Please know we have processed a refund for the $200 penalty you were charged. The refund will appear back to the original form of payment within 7 to 10 business days.   Mr. [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

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

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.

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

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

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]

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 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...