Orbitz

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]

Dear Mr. Reitinger,
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The Revdex.com has shared your recent correspondence pertaining to not being able to travel as scheduled due to not being aware of the airline imposed schedule change that occurred on your flight.  On behalf of Orbitz, we apologize for any disappointment, and appreciate the opportunity to review your account and respond to your concerns. 
At Orbitz, we do offer our customer the convenience of being able to access their booking via their “My Trips”.  We make every effort to update all information regarding your flight details via this service.  However, when airline imposed schedule changes occur, the change will occur in your itinerary, but may not always update on the Orbitz provided “My Trips” as the change was made by the airline directly. It is recommended that flights are checked-in for as quickly as this is allowed by the airline, especially when trips have been made far in advance.  All updated flight information will be displayed during the check-in process. 
Nevertheless, due to the confusion, I have processed a refund in the amount of $1,289.58 total back to your Visa card ending in 0732.  Please allow 3 to 5 business days for the refund to process.
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
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]

Dear Jack,The RevDex.com has shared your recent correspondence with Orbitz so that we
may assist you further. It is my understanding that you were denied boarding
due to a system error with Turkish Airline. You are requesting a refund for
your ticket. I appreciate the...

opportunity to review your account, and respond
to your concerns. On behalf of Orbitz, I sincerely apologize for the
disappointing experience, and the inconvenience this has caused. I'm truly sorry about the difficulties you encountered. However,
Orbitz has no control/oversight of airline irregular operations, flight delay
or cancellations. When Orbitz learns of such issues, we advise our customers to
notify the airline corporate offices directly of any complaint, so they can
address the concern. That way, the airline has an opportunity to review the
problem and make any necessary adjustments to their operation and/or service. I do show the refund request was already submitted, and Turkish
Airlines has provided file number 9516411, so you can follow-up
with them directly on the status of the refund. Their phone number is
800-874-8875.Jack, thank you
for allowing me to review this with you. We appreciate your business, and we
hope to have an opportunity to serve you in the future with your travel needs.Sincerely,Jeanna [redacted]Orbitz Customer
RelationsChicago, ILTell us why here...

Terrible customer service. Assistant had poor English. I was on the phone with them for over 90 minutes about a cancellation and refund.

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 from the customers complaint she is unhappy her partners Orbucks not being applied to the booking.Our records indicate on September 1, 2016 the customer self-booked a hotel reservation for a one night stay at the [redacted] Inn by Wyndham Denver checking in on September 1, 2016 and checking out on September 2, 2016.After reviewing the customers step-by-step booking process we are able to confirm that the initial account that was signed into was the account under the name of Adrian. When the user began to search for hotels they were no longer signed into their account. After sifting through multiple hotels and checking the prices we are able to confirm that for each checkout page the total amount displayed for the [redacted] Inn by Wyndham Denver was $136.90. When booking the reservation we are able to verify that there was no account signed in. Through our system we are able to verify that the reservation was booked under the account with the name [redacted] We apologize about the inconvenience of the reservation being booked under [redacted] account. We would like to advise the customer that even though Orbitz’s website does not provide an option to save account information there is a possibility of her account information being saved under her browser settings therefore pre-populating. As the individual booking the reservation agreed to the price of the reservation prior to inputting the credit card details. We are unable to authorize a refund of the customers reservation.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 response.   Please know we are currently working with our ticketing department and [redacted] regarding making an exchange to your ticket. Once I have a resolution I will contact you immediately.   If you have questions before that time, please let me know. Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

March 17, 2016
Revdex.com
Complaint Department – Orbitz
Re: Orbitz Case #: S-[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]’s complaint he requesting a refund for a recently booked package reservation and further compensation. On March 17, 2016, we contacted Mr. [redacted] to acknowledge receipt of the Revdex.com complaint but were but were unable to reach the consumer.
Our records indicate on March 11, 2016, our agent assisted the Mr. [redacted] with booking a package. The agent booked a package reservation under itinerary 13286063374 and 13285170816, which included a four night stay for four travelers at the [redacted], checking in on April 29, 2016, and checking out on May 3, 2016. The itinerary also included a round trip flight operated by [redacted] Airways for four passengers scheduled to depart on April 29, 2016, from Burlington, VT to Orlando, FL  and returning on May 3, 2016.
We have confirmed that during the booking of the reservation, the agent quoted the customer the final price of $2329.73 prior to ending the call. We have also verified that the agent duplicated the booking charging the customer twice for the package. Due to our agents error, Orbitz has agreed to reimburse Mr. [redacted] the $100 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.
Our records reflect the customer calling Orbitz on March 11, 2016 to cancel the second itinerary. In reviewing Mr. [redacted]’s account, we have verified that the agent successfully canceled the flights within 24 hours of purchase. When the flights were voided, our internal system reflects that the tickets were voided and the funds would have been released within the 24-48 hours timeframe. During the call the customers hotel was refunded in full to the original form of payment. The agent also issued the customer a $50 coupon due to the inconveniences.
We would like to apologize for the inconvenience Mr. [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 has replaced the customers $50 coupon with a $100 Orbitz Travel Coupon for use on a future trip. 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

August 27, 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 requesting his flights to be linked to his [redacted] account.Our records indicate on July 10, 2016 the customer self-booked a flight reservation for two passengers on Orbitz.com. The customer purchased a one-way flight for two travelers. The flight reservation was operated by [redacted] Airways, with flights departing on February 18, 2017 from Nassau to San Diego, CA.On August 27, 2016 Orbitz reached out to [redacted] to advocate on Mr. Emery’s behalf in regards to linking his flights to his [redacted] account. After speaking to a [redacted] representative she was able to successfully link the tickets purchased on Orbitz.com with his [redacted] allowing the customer to review his flights when logging into his [redacted] account.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

Complaint: 10987348
I am rejecting this response because: nothing has been resolved and Orbitz still hasn't contacted me about this issue.
Sincerely,
Jennifer [redacted]