Orbitz

Orbitz charged us $50.00 more than the hotel we stayed at would have. I know this because I got charged by Orbitz AND the hotel. Also we were woken up at 3:00 am by a scammer telling us that the hotel computer crashed and they needed our credit card information again. I would not give it to them and called down to the hotel desk to find out that there was no problem. This leads me to believe that our name was hacked from Orbitz. Worst travel experience of our lives. Will never use Orbitz again and will warn everyone we know!

August 23, 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.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, Orbitz is unable to provide a refund of the reservation.Our records indicate on June 15, 2016 the customer purchased “Orbitz Flight Protection Basic (Domestic 48)”. Per the customers complaint he is requesting a refund due to purchasing travel insurance. If the customer is seeking compensation for his missed flight, due to purchasing insurance we suggest he contact the insurance company. [redacted] Berkley Travel is our administrator for assistance and can be reached by calling [redacted] their office hours are 8:00 AM - 10:00 PM ET, Monday - Friday; 9:00 AM - 5:00 PM ET, Saturday.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. Sincerely,[redacted]Tier 3 Customer Service

Initial Business Response /* (1000, 5, 2015/08/24) */
Hi Ms.[redacted]
Thank you for contacting Orbitz via the Revdex.com. It is my understanding that your reservation included [redacted] and [redacted] Airlines; and courtesy cancellation was offered. You contacted [redacted] Airlines...

directly and their reservation was cancelled. However, the [redacted] Airlines reservation was not cancelled by the Orbitz representative as expected; and now courtesy cancellation is not possible. Therefore, you're requesting airfare refund from Orbitz.
Ms.[redacted] in order to investigate this event fully, we do need the specific Orbitz Confirmation# for the reservation. With this unique identifier, we'll be able to review the electronic records; as well as any calls; so that we can address your concern.

Please know, once we receive the necessary information, our investigations are usually completed within 3 business days. Please be assured, Orbitz goal is to review and resolve these matters quickly; and we look forward to receiving your information.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (3000, 7, 2015/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I receive an email recently in regards to them canceling the trips after I received the run around almost 2 weeks from an agent not properly noting my account. I called in today August 25th 2015 and asked a supervisor if they would be able to provide me with some type of compensation towards a future flight. I informed them I was assured that the investigation would take 24-48 hours and I did not I called back within the time frame and they still had not resolved the situation I took my contact information and I never received any call back from them. I received an email dated to Sunday that I opened today stating they attempted contact via phone after I had contact Revdex.com with my complaint. I assured the supervisor by them having horrible customer service I would no longer continue business with them after this situation that wouldn't occurred had they hired properly trained agents.
Final Business Response /* (4000, 9, 2015/08/30) */
Ms.[redacted]
I do appreciate your frustration and I'm happy to investigate this matter. As you've mentioned, there are multiple reservations; and Orbitz would hope to be specific in addressing your concern. If you'd provide the information requested, the Orbitz Confirmation beginning PBORB.., I am able to move forward on your behalf with the efficiency expected; and within the time frame I've previously diligently advised.
I do agree that time is important; and would sincerely hope to focus on the proper reservation, and representatives; if at all possible. Please do provide the information so that I may help.
Thank you,

[redacted]
Orbitz Customer Relations
Chicago, IL

May 24, 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

November 15, 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 Perrye [redacted] (Revdex.com case number [redacted] regarding a flight reservation. We understand from Mr. [redacted] complaint he is requesting credit for a future flight.Upon further research, we are unable to locate an Orbitz.com itinerary related to Mr. [redacted] complaint. We respectfully request that Mr. [redacted] provide us with an email address used to book the reservation and the itinerary number. Furthermore we understand that customer was advised of the credit via email. To further verify the credit we ask Mr. [redacted] attached a screenshot of the email when responding. The requested information will enable us to appropriately address Mr. [redacted] concerns.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

October 20, 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 his package reservation. We understand from the customers complaint he is requesting to change the dates of the reservation.Our records indicate on May 17, 2016 the customer self-booked a package reservation for two travelers. The customer purchased a six night hotel reservation at The Ritz-Carlton, St. Thomas, checking in on November 30, 2017, and checking out on December 6, 2017. The customers flights were operated by JetBlue Airways, departing from Chicago, IL to Charlotte Amalie on November 30, 2017 and returning on December 6, 2017.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 reissuance fee of $135 per passenger would be charged. In addition, the customer would be responsible for any difference in fare. Mr. [redacted] has one year from the date of issuance to utilize flight credit and book travel. Based on the hotels Cancellation and Change Policy, “The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.”Our records reflect that on October 8, 2016 Mr. [redacted] called customer service and received assistance with canceling his reservation. As Orbitz is a third party booking agency the assisting agent called the hotel and received authorization to cancel the hotel portion of the package and issue a full refund. Per documentation our agent advised the customer of these fare rules prior to canceling the flight portion of the reservation. If the customer would like to utilize the credit we suggest that Mr. [redacted] contact our customer service.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, 2015/04/17) */
Dear Mr[redacted]
The Revdex.com has shared with us your correspondence regarding your recent experience with Orbitz. I understand you would like to cancel your reservation to Budapest on June 1, 2015. I appreciate the...

opportunity to review your account, and respond to you.
On your behalf, I have contacted [redacted] and they have authorized a full refund for the reservation; therefore, you will receive a refund in the amount of $1544.40 back to your Visa Card ending in[redacted] within 45 days.
Mr. [redacted] if you have any further questions or concerns, please let me know. We appreciate your business, and look forward to serving you in the future with your travel needs.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL

Dear Mr. [redacted],

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The Revdex.com has shared your recent correspondence pertaining to your search for a hotel reservation via [redacted], and the rates no longer being available.&n**p; On behalf of Orbitz, I apologize for the disappointment this has caused, and appreciate the opportunity to review your account and respond to your concerns.

At Orbitz, we make every effort to ensure that all rates are updated as quickly as possible. As this issue was continually occurring via [redacted] directly, this is not necessary a problem generated by Orbitz.&n**p; This is an issue that would need to be reviewed by [redacted] directly.&n**p; Please know that our most up to date rates are available via our we**ite directly.

Mr. [redacted], we certainly apologize for any confusion that rates being displayed via [redacted] has caused.&n**p; We do appreciate your business, and hope that we have a future opportunity to serve you.&n**p;

Sincerely,

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

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...

to find the reservation you canceled no longer as any value. I appreciate the opportunity to review and respond to your concerns. On behalf of Orbitz, I apologize for the disappointing experience and the frustration this caused you. After reviewing your account, I do show your reservation that was canceled under record locator [redacted]. Please know as a matter of practice, Orbitz discloses all terms and conditions for all bookings to our customers, so they can make informed decisions. We have fully tested our website and have found the ticket you booked was presented as non-refundable and subject to change fees, throughout the entire booking process. I also show before you canceled this reservation on line, you spoke with one of our agents who advised you of penalty fees. When you canceled online, you were advised again that you had one year from the date of issuance to exchange the ticket. Here is the verbiage that was presented to you at the time of cancellation: Note: This ticket’s value, less applicable fees, can be used toward a purchase on the same airline(s) if you rebook by February 16, 2016. While I recognize your disappointment and regret any inconvenience this may have caused, please understand all travel agencies are required to follow the rules of the carrier. During the booking process, Orbitz presents and customers must agree to the airline fare rules, as well as the ticket’s Terms and Conditions, prior to completing the booking. In the terms and conditions it states: "This ticket is good for carriage for one year from date of issue, except as otherwise provided in this ticket, in carrier's tariffs, conditions of carriage, or related regulations. The fare for carriage hereunder is subject to change prior to commencement of carriage." It goes on to say, "No agent, servant, or representative of the carrier has authority to alter, modify or waive any provision of this contract." To complete the booking process, all users are required to agree to the fare rules and the terms and conditions that govern that ticket. There is also a link on your canceled itinerary under the flight itinerary area called, Terms and conditions that has this information. At this time, your ticket has no value. Please understand Orbitz is only a distributor of tickets for airline carriers we display on our site. This entire fare was paid to [redacted] Airlines, and not Orbitz. This can be verified by checking your credit card statement. Orbitz is required to adhere to all airline rules and restrictions. [redacted], we wish our reply could be more favorable. However, we are confident all pertinent information, including the time frame for ticket validity, was properly displayed to you at the time of the booking, and on the cancellation page when you canceled the booking online. Thank you for allowing us to review this matter with you. We appreciate your business, and we hope to have an opportunity to serve you in the future. Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

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

regarding the Best Price Guarantee claim you filed. 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 frustration this caused you. Please know we have approved your claim. The Orbucks have been removed from the account, and a refund in the amount of $68.65 was processed to the Master card ending in 9342. This should post to your account within 3 to 5 business days. The current balance on your Orbucks account is $56.42 in Orbucks, and these are available to use toward a prepaid qualify hotel booking. This amount does include the $50 bonus Orbucks. Ms. [redacted], 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. Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

October 22, 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 Trisha [redacted] (Revdex.com case number [redacted]) regarding a hotel reservation. We understand Ms. [redacted] requesting a refund of her hotel reservation.Our records indicate that on September 30, 2016 the customer self-booked a pay-later hotel reservation for two travelers using Orbitz.com mobile site. The customer purchased a two night hotel reservation at [redacted] Best Value Inn, checking in on September 30, 2016, and checking out on October 02, 2016.On September 30, 2016 Ms. [redacted] called our customer service to cancel her hotel reservation. Per the hotel policy that the customer agreed to upon booking the reservation “Cancellations or changes made after 3:00 PM local hotel time, Thursday, September 29, 2016 are subject to a hotel fee equal to 1 night(s) plus taxes and fees.” As the customer requested a full refund of the reservation our agent advised that he would need to contact the property to receive the authorization to refund both nights of the reservation. Since the call was became disconnected the agent was unable to advocate on the behalf of the customer.We understand by Ms. [redacted] complaint that she is unhappy about the cancelation policy that was agreed to at the time of booking. As Orbitz is a third party booking agency we purchase blocks of rooms with properties a year in advance. At that time we set up cancelation policies for the rooms reserved. Per [redacted] Best Value Inn’s cancelation policy customers must cancel their rooms a day before checking in. As Ms. [redacted] purchased the room the same day as checking in this did not exempt her for the already agreed upon policy.On October 22, 2016 Orbitz reached out to the hotel to request a refund for the unutilized reservation. Upon speaking to a representative at the front desk we were advised that Ms. [redacted] canceled her reservation and as this was a pay at the property reservation she was never billed.We thank you for allowing us the opportunity to address the issues that were 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 9, 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 Mr. [redacted]’s complaint he is requesting a refund for a flight reservation.Our records indicate on February 4, 2016 the customer self-booked a one-way flight reservation using Orbitz.com for one traveler. The flight reservation was operated by [redacted] Air, with flights from New York departing on February 5, 2016We can confirm that Mr. [redacted] contacted Orbitz on February 4, 2016, to cancel the reservation. Our agent immediately canceled the customer’s reservation. Since the flights were successfully voided the same day of purchase, the authorization of $1,208.46 should have been released back to the customers card. These authorizations typically release within 24-48 hours. We recommend that Mr. [redacted] contact his bank for more information regarding these authorizations and timeframes for their release. Orbitz regrets any inconvenience the customer encountered, however, we are unable to honor his request for a refund or compensation.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:
I have attached the email from the hotel which states that the transaction was cancelled before they ever received the reservation.  Marriott states that Orbitz is the company that was paid for the transaction.  I spoke with Mr. [redacted] and he stated that if the reservation had not been cancelled, Marriott would allow me to change the dates.   
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  [redacted] Air improperly processed the refund, and while it is showing up as having been paid in their system, it was never paid.  I am one of many customers that this has happened to.  They have admitted this to me and are working to rectify the matter.  Orbitz needs to take a more active role in monitoring things like this.  I am rejecting Orbitz's response because they have not done anything to protect their customer here.  I have emailed and called dozens of times indicating that there was a problem with this refund, but Orbitz has not done anything to address it.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2014/08/19) */
Dear Mr. [redacted]
The Revdex.com has shared your recent correspondence pertaining to the location of the Hotel El Lago Estelar in Arequipa, Peru. On behalf of Orbitz, I apologize for any confusion, and appreciate the...

opportunity to review your account and respond to your concerns.
Upon reviewing the information provided by the Hotel El Lago Estelar, I do show there are inconsistencies with their location, and I have escalated this issue so that our website can be updated properly.
Mr. [redacted] due to the inconsistencies with that information provided by the property, I have canceled this reservation and processed a refund in the amount of $53.20 for your booking. Please allow 3 to 5 business days for the refund to process. Also, as a gesture of our sincerity, Orbitz would like to offer you a $50 USD future travel voucher on your next prepaid Orbitz.com hotel or vacation package 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 [email protected]. Please reference case number 2628991 and my letter offering the $50 voucher in your request. Orbitz will then issue a credit to the card used for the new booking. This offer is valid until August 19, 2015.
Mr. [redacted] we appreciate your business, and we hope you will provide us with a future opportunity to serve you with your travel planning needs.
Sincerely,
[redacted]
Orbitz Customer Relations

Complaint: [redacted]
I am rejecting this response because: Orbitz reply that I can change my ticket for a later date keeping in mind that prices may be higher. When I spoke to both orbitzs they said that I could do nothing except cancel the ticket. I was not able to change my flight at all given that opportunity I would have accepted credit for any upcoming travel. 
Sincerely,
[redacted]

Be aware that Orbitz web site puts a random date in when you book the night at a hotel . If you proceed with all the other billing info and don't notice it you will be billed- no matter what . U Can't correct it when you finish booking.
Orbitz will not find or cancel a mistaken booking . Comfort in could not get it cancelled .
It took five days and help from comfort inn manager Tammy to get orbitz credit promise .

January 17, 2017Revdex.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.As previously advised, 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.In an effort to advocate on the customers behalf we reached out to [redacted] Airways multiple times. They advised that due to the customer being marked as a “no-show”. They are unable to change the status of the customers ticket therefore the customer is not entitled to a refund of the reservation. As [redacted] Airways was the merchant of record we are unable to alter the ticket without their authorization. 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, 2014/07/01) */
Dear Mr.[redacted]
The Revdex.com has shared your recent correspondence pertaining to requesting to receive your AARP discount on your room, this was denied by the hotel property. You feel that you were advised by Orbitz...

that the discount would be offered at the time of check-in. On behalf of Orbitz, I apologize for any confusion, and I appreciate the opportunity to review your account and respond to your concerns.
Please know that at Orbitz, we do not offer discounted rooms for paid memberships such as AARP or AAA. To receive these discounts, you must reserve the room via their travel website or via the property directly as they are generally discounted from the standard rack rate price.
Mr.[redacted] I have reviewed your reservation, and I do show that you contacted us after the booking was confirmed regarding a lower rate, but it was advised that your booking would not qualify for Best Price Guarantee. Orbitz offers lower priced negotiated hotel rates, and these types of discounts are not offered on our website. The rate displayed during your booking process was agreed to, and Orbitz has been charged in full by the property. I wish that I could offer you a more favorable response, but we are unable to offer a refund due to a AARP discount.
Sincerely,
[redacted]
Orbitz Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2014/07/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
orbitz claims I did not contact them but I did and whether not the customer service representative documented the call is not my problem. I was told by Orbitz that I would get my AARP discount at time of check-in which was a lie to close the sale. I would not have purchased knowing that I Would not get my AARP discount. I am not satisfied with this response
Final Business Response /* (4000, 9, 2014/07/08) */
Dear Mr.[redacted]
Thank you for your follow-up response, and I appreciate the opportunity to respond to your continued concerns.
Please know that each time your account is accessed, our system automatically documents all information on that specific agent. We certainly apologize for any confusion, but many of our hotel offers are already deeply discounted rates that discounts such as an AARP would not qualify for. This type of discount is generally only offered by the property on full rack room rates. This is the reasoning Orbitz does not offer or advertise room rates with this discount.
Mr.[redacted] we certainly apologize for your disappointment, but we are unable to offer the AARP discount on the Orbitz rate. As a gesture of goodwill, Orbitz would like to offer you a $25 USD future travel voucher on your next prepaid Orbitz.com hotel or vacation package 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 [email protected]. Please reference case number [redacted] and my letter offering the $25 voucher in your request. Orbitz will then issue a credit to the card used for the new booking. This offer is valid until July 8, 2015.
Mr.[redacted] we appreciate your business, and we hope you will provide us with a future opportunity to serve you with your travel planning needs.
Sincerely,
[redacted]
Orbitz Customer Relations

Dear Han,

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The Revdex.com has shared your recent correspondence pertaining to a reservation reserved via Kayak; however, you were advised that the booking failed, but you were still charged.  On behalf of Orbitz, I apologize for this disappointing experience, and appreciate the opportunity to review your account and respond to your concerns.
Please know that your concerns have been reviewed with Kayak.  They have found there was an issue with your reservation properly updating with your ticketing information, and forwarding your email confirmation.  Due to the issues you encountered, a refund has been processed in the amount of $249.60 USD to the credit card used to reserve the booking.  Please allow 7 to 10 business days for the refund to process.
Han, we certainly apologize for any inconvenience this has caused.  We do appreciate your business, and hope that we have a future opportunity to serve you.
Sincerely,
Charlotte [redacted]
Orbitz Customer Relations
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