Orbitz

Initial Business Response /* (1000, 5, 2014/06/30) */
Hi Ms. [redacted]
Thank you for contacting Orbitz via the Revdex.com. We appreciate the opportunity to review and respond to your inquiry.
I understand you've had a disappointing travel experience as the reservation...

booked via Orbitz.com was not honored by the hotel. Your party had to secure other lodging, and while refund was provided, there was a difference in hotel cost. You're requesting refund of the difference or a credit for future use as resolution to your concern.
Ms. [redacted] on behalf of Orbitz, I sincerely apologize for this unfortunate incident. It is clear from your comments that the hotel's response, as well as Orbitz handling of the event, was less than expected. Regrettably however, I'm unable to locate the Orbitz booking in question with the info provide in your complaint (i.e. Name - [redacted] Email - [redacted]@gmail.com, Phone -XXX XXX-XXXX).
Please understand, Orbitz bookings are uniquely identified by the Orbitz Member email address (used at the time of booking), the Orbitz Member Account, and/or the Orbitz Confirmation # (which begins PBORB). In this case, your name, email, and phone number do not match an Orbitz Member Account or reservation. Without the above info we're unable to identify the reservation and review your concern.
If you would please review your records and provide the necessary info (Orbitz Member Email/Orbitz Confirmation #); I'll be able to investigate further. In addition, if you'll provide the receipt/folio for the alternative hotel stay in New Orleans, which correspond with the reservation period originally booked via Orbitz.com, we'll have an opportunity to consider your resolution request; as well as investigating the issue.
Ms. [redacted] thank you for sharing your concern. We look forward to receiving the necessary info so that this issue may be reviewed an resolved quickly.
Kind Regards,
[redacted]
Orbitz Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (3000, 7, 2014/07/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please see the attached PDF.
Final Business Response /* (4000, 18, 2014/08/08) */
Mrs. [redacted]
While we regret your continued dissatisfaction, we must respectfully disagree with your perception of events. We've provided full review of the event, contacting the hotel and reviewing our records of the initial transaction as well as our service handling of the later issue.
Please know the facts in this matter are clear. The reservation was confirmed and pre-paid to the hotel. When hotel error occurred, and Orbitz contacted, we provided full refund to the Orbitz Customer. The hotel offered to rectify their error and provide lodging - which was refused.
As the traveler requested "free stay", due to the prior refund having been processed. Regrettably this demand was refused. There was no "free accommodation" to be offered on behalf of Orbitz and the hotel did not agree to provide "free lodging"; even in light of their mistake. Unfortunately, I understand from your continued dissatisfaction that the hotel response, as well as Orbitz failure to provide complimentary stay are of continued concern.
Mrs. [redacted] while we truly apologize for this unfortunate event, Orbitz did provide appropriate support and offered assistance. However, we are not responsible for this supplier issue. Nor are we in a position to provide further compensation for this past event. We denied free stay during this event - advising that refund was processed.
Please understand, any future reservation can be booked at customer discretion of hotel property, as well as travel service provider. As all monies regarding the reservation have been refunded to our customer, no further credit is due. However, in light of the ongoing customer concern, Orbitz has provided Promotional Code for Orbitz.com Prepaid Hotel booking. The promotional code was offered as gesture of goodwill, not in lieu of any payment due or as a result of any error on the part of Orbitz.
We do hope our customer will accept our apology for any inconvenience and our promotional code.
Thank you for providing this further opportunity to fully consider your experience.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL
Final Consumer Response /* (4200, 12, 2014/07/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
See attached PDF.

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]

Initial Business Response /* (1000, 5, 2015/06/12) */
Dear Mr[redacted]
The Revdex.com has shared your recent correspondence pertaining to the cancellation of your hotel booking due to the verification of your credit card information. I appreciate the opportunity to review...

your account and respond to your concerns.
Due to security purposes, we must receive all proper verification on a customers' credit card information. If there are any issues with this verification, the booking will be cancelled. When the cancellation was processed, the hotels cancellation policy was in place. We apologize that this was not immediately refunded, but please know, the refund in the amount of $352.88 has now been processed. Please allow 3 to 5 business days.
Mr.[redacted] we understand your frustration; however, for the security of all of our customers, these decisions do have to be made, and we would not be able to reimburse for any differences in rate. Thank you again for the opportunity to address your concerns.
Sincerely,
[redacted]
Orbitz Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although Orbitz claimed in their response that they would process a refund of $352.88, only $196.65 was refunded. In addition, Orbitz claims that there was a verification issue with the credit card which resulted in cancelation of the reservation. However, Orbitz did not explain why they then proceeded to charge the same credit card after canceling the reservation. At no time did Orbitz attempt to contact the customer for notification of cancelation or to request additional information, nor did they provide any explanation of the "verification" information they claim to be missing. The bottom line is that this entire situation and explanation by Orbitz does not add up. This poor experience with Orbitz will be shared with as many people as possible so they can avoid the same frustration and unauthorized charges by Orbitz.
Final Business Response /* (4000, 13, 2015/07/15) */
Dear Mr.[redacted]
Thank you for your follow-up response, and we appreciate the opportunity to address your continued concerns.
Please know that we do show that a full refund for the charges made has been processed for refund back to the original credit card used.
Mr.[redacted] we apologize again for any inconvenience this has caused, and for your disappointment in our services.
Sincerely,
[redacted]
Orbitz Customer Relations
Final Consumer Response /* (4200, 15, 2015/07/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On 6/12/15, Orbitz stated the following in their response to the initial complaint. "We apologize that this was not immediately refunded, but please know, the refund in the amount of $352.88 has now been processed. Please allow 3 to 5 business days." A refund from Orbitz in the amount of 196.65 was processed on 6/12/15 to my credit card. No further refund has been processed. It is clear from multiple responses that Orbitz is not interested in resolving this complaint. It is pointless and a waste of time to continue to provide responses that do not address the full complaint or provide the refund that was stated by Orbitz. I recommend that this complaint be closed as unresolved. I also recommend that the full transcript of responses are published for others to view on the Revdex.com site.

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

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

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

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

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

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...

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, 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

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!

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

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 [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 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

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

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]

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

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