Orbitz

Initial Business Response /* (1000, 5, 2014/09/26) */
Dear Ms.[redacted]
The Revdex.com has shared your correspondence with Orbitz so that we may assist you further. It is my understanding that you feel you were not quoted the correct fare rules when cancelling your ticket. On...

behalf of Orbitz, I apologize for this frustrating experience and any inconvenience it has caused for you. I appreciate the opportunity to review this matter and assist you.
Unfortunately, the call recordings are too far past dated to retrieve to review. However, as a gesture of our goodwill, we would like to offer you a $650 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]@Orbitz.com. Please reference case number XXXXXXX and my letter offering the $650 voucher in your request. Orbitz will then issue a credit to the card used for the new booking. This offer is valid for one year from the date of this letter, until September 26, 2015.
Ms.[redacted] 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

Dear [redacted],The RevDex.com has shared your recent correspondence with Orbitz so that we
may assist you further. It is my understanding that you are upset because you feel
you were given incorrect information about the fare rules on your ticket. I
appreciate the opportunity to...

review and respond to you. On behalf of Orbitz, I
apologize for the disappointing experience and the frustration this caused you.After reviewing
your reservation, I do show per the terms and conditions placed on this ticket
by [redacted] Airlines; this reservation is non-refundable. According to my research, the booking was made
privately, meaning there was no assistance from a telesales representative to
book the ticket over the phone. During the booking process
before you agreed to purchase your reservation, the following was presented to
you: By clicking "Agree and Book," you acknowledge that: You will be
charged '$131.97 USD' View Details. The
trip cost includes your selected products/services and any applicable fees. Some charges may appear
separately on your credit card statement. You agree to the airline's ticket
terms and conditions. Changes to this ticket, if permitted, will incur change
fees. You agree to the fare rules and restrictions applicable for this fare. Baggage fees are NOT charged
at booking. You have read and agree to the booking terms and conditions which
incorporate the privacy policy. If you had selected the links that are
underlined, you would have been informed of the fees to make a change, and it
states this ticket was non-refundable. When you agree and book, you
acknowledged you had read all of this information. Regrettably, Orbitz is not
in a position to issue you a refund for a non-refundable ticket, or waive the
change fees that the airlines charge.Also, I have checked the
contact history on your Orbitz account, and found that no agent has accessed
your account since the reservation was booked. If you called and did speak with
an agent, it seems they were giving you general information, as they did not
access your account. These tickets are
non-refundable, and [redacted] has a $99 change fee plus any fare difference that
may apply. This also means the penalty fees are more than the ticket value. You
were charged by, and the funds for the tickets went to [redacted] Airlines and
not Orbitz. This can be verified by checking your credit card statement. As a
travel agency; we do have to abide by the guidelines placed on the tickets by
the carrier.[redacted], thank you for allowing
me to review this with you, and I wish we could offer a more favorable response.
We appreciate your business, and we hope to have an opportunity to serve you in
the future with your travel needs.Sincerely,[redacted]Orbitz Customer RelationsChicago, IL

Complaint: [redacted]
I am rejecting this response because: Not acceptable to pay $400 in fees to issue plane tickets again.  I rather keep my complaint open so others can be warned.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Orbitz called me precisely one time from a blocked number while I was in a meeting at work and left no way to respond. 
There's ample evidence in my Orbitz account and in the history of this reservation that:
- I called five times from April 6 through the end of the month to modify the reservation as provided under Orbitz and [redacted] policies and
- Orbitz confirmed the change with me each time and 
- Orbitz charged me the change fee each time and
- Orbitz emailed me 24 hours later each time to say that [redacted] had cancelled the flights, while the real problem (which I determined by calling [redacted] on three occasions) was that Orbitz had failed to transfer the credit to [redacted] and [redacted] had cancelled my itinerary as a result. 
Orbitz has all the information it needs, and it has made almost no attempt to contact me, let alone to resolve this.
Sincerely,
[redacted]

Orbitz advertised a price for a multi-leg flight.then when you go to their site it is 3 times more expensive. The advertised price listed each leg of the flight and then said to click on the price that they said was for the specific legs of the trip.

This looks to me to be dishonest advertising.

What can be done have them honor an advertised price?

April 11, 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 package reservation. We understand from Ms. [redacted] complaint she is unhappy about a recently canceled package. On April 11, 2016, we contacted Ms. [redacted] to acknowledge receipt of the Revdex.com complaint.Our records indicate on March 18, 2016, the customer booked a package reservation with an Orbitz agent for one traveler using Orbitz website. The customer purchased a 3 night hotel reservation at [redacted] Hotel, checking in on April 11, 2016, and checking out on April 16, 2016. The customer’s round trip flights were operated by [redacted] Airlines, departing from Philadelphia, PA to Montego Bay on April 11, 2016, and returning on April 16, 2016. The customer also purchased an Orbitz 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. Based on the fare rules the customer agreed to at the time of booking, the tickets were non-refundable with a change penalty fee of $200 per passenger would be charged. In addition, the customer would be responsible for any difference in fare. Ms. [redacted] flight credit validity states, that travel must commence within one year from the original ticketing date of March 19, 2016.We have confirmed that on April 6, 2016 the customer contacted Orbitz and received assistance canceling her hotel and flight reservation. Due to the customers package being covered by an Orbitz Package Protection Plan the customer was refunded $325.70 for her hotel reservation. Per the terms and conditions of the customers Orbitz Package Protection Plan below. Ms. [redacted] also received airline credit for the canceled flight reservation. When the customer chooses to utilize this credit she will be reimbursed the $200 change fee charged by the [redacted] Airlines.• **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.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]

Complaint: [redacted]
I am rejecting this response because:
On July 6th when using the credit to book a new flight, I was told by Orbitz customer service rep that the rebooking fee was WAIVED and I ONLY needed to pay $91 to use the credit. I should not have to loose so much money due to incompetence on their reps.
On July 20th I was asked if I wanted to cancel my flight and my response was "no" because I now have a wedding booked and it is too late to purchase new tickets anyway. AT NO TIME WAS I OFFERED A REFUND. WHO SAYS NO THANK YOU, DO NOT GIVE ME MY MONEY BACK??????
I do not want a $100 voucher as I will never use Orbitz again. I only want my case documented correctly at this point.
[redacted]

Orbitz is terrible. Air China has changed my flight. they're expecting me wait 2 days at at Beijing. It's taking 5 days on the phone with Orbitz and they cant change my ticket or refund my money. What give. now im on the eve of my travel date. and they havent yet confirm my flight.
I will never do business with this company. I will never recommend them to anyone I know. I will spend the next 5 days online sharing my story to the world.

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 the customers complaint she is requesting a refund of her flights.Our records indicate on July 29, 2016 the customer self-booked a flight reservation using Orbitz.com for one traveler. The flight reservation was operated by [redacted] Airlines, with flights from Phoenix, AZ to Denver, CO departing on August 23, 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 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] first contacted us August 12, 2016 due to poor connection the customer called Orbitz back on August 13, 2016. The customer requested the Orbitz agent to change her [redacted] Airlines tickets. 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 [redacted] Airlines tickets are non-cancellable and non-changeable we do not have access to the customers tickets. Due to this we advised the customer to contact [redacted] Airlines directly to make alterations to the tickets. As the tickets Ms. [redacted]y purchased are non-refundable, we are unable to provide a refund of the reservation.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: [redacted]
I am rejecting this response because:Re: Complaint ID #[redacted] Dear Sir or Madam,
sans-serif;">the respond from Orbitz is not acceptable since I tried twice to contact them with the cancellation on Monday, October 31. The first time they simply hang up on me after listening for my request. Second time they took my phone number as they told me that there is a bad connection but never called me back. Moreover when finally I got in touch with one of their representative and was informed that it is already beyond 24 hours so they can cancel the reservation ($222.64 fee) or re-book the tickets with proper date with much smaller fee. I requested to re-book but their representative told me that the cost went sharply up and I need to pay over $3,000 more than originally paid. I verified on another travel site (the [redacted] and the tickets were sold at exactly same price. However the Orbitz representative refused my comments and the price from [redacted] as a reference. Therefor instead of much lower fee for the re-booking I had to cancel and purchase the tickets on the same [redacted] airlines rout for the same amount. If the Orbitz need a proof of the purchase I am gladly going to provide them with it.
Sincerely,
[redacted]

I had a very stressful experience while booking my vacation package with Orbitz on February 25, 2016. The agent that booked my vacation J. C[redacted] put the wrong name on my airline ticket after I spelled out both my first and last name, he booked us for the wrong hotel charging my card $200 extra, and he also booked three airlines tickets when we only needed two. Due to several errors on behalf of Orbitz we had to cancel our whole trip and re-book our vacation at an addition cost to us. This is unacceptable customer service and as a loyal customer I am greatly disappointed. On top of the several mistakes that were made we were on the phone off and on for over seven hours trying to sort out all of these mistakes. Several agents were rude and refused to let us speak to a superior. They repeatedly informed us that the managers were busy with other customers, and left us on hold for several hours. They then returned to the line with no solutions or compensation for the mistakes they made.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10927736, and I presume that it means my bill from this trip will be reflected  in my credit card account ?If so or something similar without having to receive it on my next trip with them I  find that this resolution is satisfactory to me.
Sincerely,
Frederique [redacted]

May 3, 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 recent flight 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.                                              Sincerely,Tier 3 Customer Service

June 20, 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 Barbara Blaise (Revdex.com case number [redacted]) regarding a flight reservation.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.Sincerely,[redacted]Tier 3 Customer Service

Dear Mr. [redacted],   The Revdex.com has shared with us your correspondence regarding your recent experience with Orbitz. It is my understanding when you initially booked your wife’s ticket to Krakow you made the booking in her maiden name instead of her married name....

You contacted Orbitz and were advised to book a new ticket with the correct name and a refund would be given for the original booking; however, when you went to cancel the original reservation you were then advised that a refund would not be provided. You are requesting a refund for the original booking. I appreciate the opportunity to review your account and respond to you.   On behalf of Orbitz, I would like to apologize for any frustration this has caused you.   Please know I have contacted [redacted] to request a refund for the original booking. They have advised to send them a copy of the marriage certificate, which you have already provided to Orbitz, so they can review. Once I have any received a response from [redacted] I will contact you immediately.   If you have questions before that time please let me know.   Sincerely,   [redacted]
Orbitz Customer Relations Chicago, IL

Dear Ms. [redacted],   The Revdex.com has shared with us your correspondence regarding your recent experience with Orbitz. It is my understanding you state your reservation was canceled by Orbitz and you were never notified of the cancellation. I appreciate the...

opportunity to respond to you.   Please know I was unable to find the reservation with the information you provided. Can you please provide the Orbitz booking or itinerary number, so I can review?   I look forward to hearing back from you.   Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

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,
John [redacted]

Initial Business Response /* (1000, 5, 2014/04/10) */
Dear Mr. [redacted]
The Revdex.com has shared your recent correspondence pertaining to a hotel cancellation. I appreciate the opportunity to review your account and respond to your concerns.
From your complaint, you...

reserved a hotel, [redacted] Dead Sea Resort, on March 27, 2014 for an arrival on October 26, 2014. On March 31, 2014, the hotel was canceled. You believe that Orbitz should honor the reservation as you did not indicate a cancellation. Furthermore; your perception of Orbitz has become discontented due to the service you have received.
Orbitz has been advised that, due to a technical error, the rate quoted for your reservation was not correct and will not be honored by the hotel. As a result, we have been instructed by the hotel to cancel your reservation, and provide a complete refund to the credit card used for this booking.
Hotel properties or representative companies provide their own content information; this includes how the property is presented along with prices and fees. The Market Manager for Orbitz works in conjunction with the local hotel to determine the best way to display the text and verbiage used on the website.
Ultimately, it is the hotels' decision in reference to the presentation.
We recommend that you contact the resort directly at [redacted]
We apologize for any inconvenience this may cause and thank you for your business.
Sincerely,
[redacted]
Orbitz Customer Relations

Dear Mr. [redacted]
Thank you for your follow-up response, and I appreciate the opportunity to address your continued concerns.
Please know that we are taking into consideration the information you have provided, and what was provided by the property.  We certainly regret you feel that you did not receive the exact room type you reserved; however, the property has advised that the room received is a Deluxe room type that would be the same rate.  The property has declined to offer a refund as the stay was completed, and Orbitz has been charged in full.
Mr. [redacted] as a gesture of our sincerity for any disappointment this caused, the future travel voucher was offered as a form of compensation, and we would not be able to grant your refund request of the voucher at this time. 
We do hope that you do decide to utilize your future travel voucher for a future booking.  We do appreciate your business, and hope that we have the opportunity to serve you in the future.
Sincerely,
Charlotte [redacted]
Orbitz Customer Relations

May 5, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O-[redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and...

concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from Ms. [redacted] complaint she is requesting a refund for a flight reservation. On May 5, 2016, we attempted to contact Ms. [redacted] to acknowledge receipt of the Revdex.com complaint but were but were unable to reach the customer.Our records indicate on April 4, 2016 the customer self-booked two one-way flight reservation using Orbitz.com for three travelers. The departing flights were operated by [redacted] Airlines, with flights from Orlando, FL to San Diego, CA departing on April 21, 2016. The return flights were operated by [redacted] Airlines, with flights from San Diego, CA to Orlando, FL returning on April 24, 2016. The customer also purchased “Orbitz Flight Protection Basic”We were able to locate a call from Ms. [redacted] to Orbitz. We were able to confirm that as of April 14, 2016 the customer called Orbitz to cancel the tickets for [redacted]. During the call the agent advised that the customer would not receive a refund for these tickets due to the non-refundable fare that was purchased at the time of booking. The agent also advised that if the customer would like to reissue this ticket at a later date for [redacted] there will be a $125 penalty for the departure ticket and a $125 penalty for the return flight along with any difference in fare. Orbitz is unable to authorize a refund or compensation.In regards to Ms. [redacted] insurance, If the customer is seeking further compensation we suggest she reach out [redacted] Travel to submit a claim. [redacted] 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