Orbitz

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?

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

Dear Mr. Reitinger,
Roman">
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...

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 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.

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],
 
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

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]

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

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...

I was an loyalty customer up to I find out this company gives you a price and when you are booking, the price go up; If you call customer service they will try to convince you that many people are choosing the same package and they will try to sell the package with a discount that ends up at the same as if it will buy online. [redacted] has it much better prices; but there are many other sites. ORBITZ is a company lying in prices, has become a company with little credibility and dishonest when giving prices.

Dear [redacted],   Thank you for your response.   On behalf of Orbitz, I apologize for your continued disappointment.   Please know as a onetime courtesy we have increased the amount of your [redacted] from $300 to $737.25, which is the amount of your ticket to Barranquilla. 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 $737.25 [redacted] in your request.  Orbitz will then issue a credit to the card used for the new booking.  This offer is valid until April 5, 2017.   [redacted], again 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

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

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]

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

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 the customers complaint he is requesting a full refund of his flight reservation.Our records indicate on July 18, 2016 the customer self-booked a package reservation for one traveler. The customer purchased a two night hotel reservation at [redacted] Roof Inn Queens checking in on September 1, 2016, and checking out on September 3, 2016. The customers flights were operated by [redacted] Airlines, departing from Chicago, IL to New York, NY on September 1, 2016 and returning on September 3, 2016. The customer also purchased a “Package Protection Plan”.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. As a result, we strongly recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policies.  The customer booked one roundtrip ticket with [redacted] Airlines who was  the merchant of record, and the companies that charged the customer’s credit card. We hope you understand we have to abide by their rules and regulations.We can confirm Mr. [redacted] contacted us on August 30, 2016to cancel his [redacted] airlines flight and request a refund. The customer requested compensation due to missing the flight. We apologize for the inconvenience this may have caused you. 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 the tickets are non-refundable, we are unable to provide a refund of the reservation. We understand that per the customers complaint he is requesting a refund due to having insurance. Per the insurance terms and conditions agreed to upon at the time of booking the customer is eligible for a refund if prevented from utilizing the reservation due to the cove[redacted] reasons. Please review the Pre-Departure Trip Cancellation policy agreed to upon below:We will pay a Pre-Departure Trip Cancellation Benefit, up to the amount in the Schedule for non-refundable cancellation charges imposed by Policyholder, if you are prevented from taking your Cove[redacted] Vacation due to your, an Immediate Family Member’s, Traveling Companion’s, or Business Partner’s Sickness, Injury or death or Other Cove[redacted] Events as defined, that occur(s) before departure on your Cove[redacted] Vacation. The Sickness or Injury must: a) commence while your coverage is in effect under the plan; b) require the examination and treatment by a Physician at the time the Cove[redacted] Vacation is canceled; and c) in the written opinion of the treating Physician, be so disabling as to prevent you from taking your Cove[redacted] Vacation.If the customer is seeking further compensation we suggest she reach out [redacted] Berkley Travel to submit a claim. [redacted] Berkley Travel is our administrator for assistance and can be reached by calling 1[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

January 5, 2017Revdex.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 a partial refund for an unused flight reservation Our records indicate on October 31, 2016 the customer self-booked two round trip flight reservation using Orbitz.com for one traveler. The flights were operated by [redacted] Airways, with flights from Boston, MA to Bilbao departing on December 3, 2016 and returning on December 8, 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. As [redacted] Airways was the merchant of record and the company that charged the customer’s credit card, we have to abide by their rules and regulations. Based on the fare rules the customer agreed to at the time of booking, the tickets were non-refundable.On December 8, 2016 the customer contacted our customer service and spoke to an agent who advised him that the airlines marked the customers return flights as a “no-show”. Due to this the customer retains no credit for his return flight. On December 28, 2016 Orbitz reached out to [redacted] Airways to advocate on Mr. [redacted] behalf. They advised that they will research the matter and contact the airport. They advised that we call back in a couple days to be advised of the resolution. On January 5, 2017 we again contacted [redacted] Airways to request a refund of the reservation. They advised that another follow up email was sent to the airport and to contact them back in a few days. 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.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