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Reviews Travel Agency Orbitz

Orbitz Reviews (2427)

Initial Business Response /* (1000, 5, 2015/08/21) */
Dear Mr. [redacted]
Thank you for contacting Orbitz via the Revdex.com. We do hope to have an opportunity to review your reservation and respond to your concern. However, the information provided [redacted]...

is not associated with a Orbitz member Account; and the name is not unique within our global system.
If you'd please provide the Orbitz Confirmation#, which begins PBORB and the Orbitz Member email associated with the reservation/account, we'll be able to investigate this matter and address the issue.
Thank you for sharing your concern. We look forward to receiving your information.
Kindly,
[redacted]
Orbitz Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (3000, 7, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My other contact information for them to contact me with is [redacted]@gmail.com and our confirmation# is PBORB-XXX-XXX-XXXX. I am still in disbelief that they did this to him. It was common courtesy for him to book two seats since he's a larger guy who has diabetes, so he needs the room. I still can't believe they took not only his extra seat away, but BOTH seats and re-sold it to him for a $400 up-charge. Extortion is what it is! Abuse and advantage of a senior citizen whose got medical issues.
Final Business Response /* (4000, 9, 2015/08/24) */
Dear Mr. [redacted]
Thank you for providing the Orbitz Confirmation information. Upon review of the information provided, Orbitz Confirmation# PBORBXXXXXXXXXX, I found that this [redacted] Airlines roundtrip ticket #XXXXXXXXXXXXX was booked on August 18, 2015 by an Orbitz Sales representative; and confirmation email immediately sent upon payment of $1066.30USD to [redacted] Airlines for airfare; and Orbitz Sales fee of $25USD.
The Orbitz Member Account is listed under email address [redacted]@GMAIL.COM, and the full trip details appear online within the Member Account as agreed and booked. Furthermore, the ticket for Mr. [redacted] is partially used. According to our record, there have been no changes, exchanges, or additional fees collected or imposed for airfare by either Orbitz or [redacted] Airlines for this booking.
Upon further review, we found that Orbitz Confirmation# PBORBXXXXXXXXXX was self-booked on July 12, 2015 for the exact itinerary. This is [redacted] Airlines ticket# XXXXXXXXXXXXX and the traveler indicated during booking was [redacted]. The cancellation was made by [redacted] Airlines due to duplicate tickets, # XXXXXXXXXXXXX and XXXXXXXXXXXXX for the same traveler and itinerary. Moreover, Orbitz and [redacted] Airlines records indicate that the traveler name for the first booking, originally [redacted] ticket #XXXXXXXXXXXXX, was updated to provide travel for Mr. [redacted]; and that this ticket is also partially used.
Mr. [redacted] while I can appreciate your frustration, these events are not due to an error on the part of Orbitz. Please understand, the records show that the duplicate tickets were result of the customer making multiple self-bookings. [redacted] Airlines then took action to cancel the reservations. Unfortunately as you mentioned, any new ticket would be booked at the current airfare. However, Orbitz is not in a position to provide refund of airline fare differences.
Please understand, [redacted] Airlines was charges airfare directly. This billing information can be verified by reviewing the credit card statement. Only [redacted] Airlines may approve or deny refund in any event. Therefore, Orbitz Service advised, [redacted] Airlines will be contacted regarding any possible refund once the ticketed travel has been completed. Please be assured, while an airline refund is not guaranteed, Orbitz is happy to provide any possible assistance by advocating on Mr. [redacted]'s behalf.
Thank you for sharing this concern. Please do let me know if you have any further questions. Orbitz values your business and we do hope to be of service in this matter.
Kind Regards,
[redacted]
Orbitz Customer Relations
Chicago, IL
Final Consumer Response /* (4200, 11, 2015/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I've made numerous calls to both Orbitz and [redacted] airlines, both of whom keep passing [redacted] buck. Orbitz claims that they did nothing wrong, and [redacted] claims that they reached out to Orbitz and that Orbitz did NOT follow protocol for their cancellation. Orbitz has taken advantage of a senior citizen and they're completely fine with that. If this is how they do business, which they obviously do, I'm done with them and will make sure to take my business travel to another airline as well as any future vacations. It's not worth the heartache in dealing with a multi-million dollar company who doesn't understand its customers.

April 14, 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 on an unutilized airline ticket. On April 14, 2016, we contacted Ms. [redacted] to acknowledge receipt of the Revdex.com complaint but were but were unable to reach the customer.Our records indicate on March 3, 2016 the customer self-booked a round trip flight reservation using Orbitz.com. The flight reservation was operated by [redacted], with flights departing from Mexico City, to Los Angeles, CA departing on March 18, 2016 and returning on March 20, 2016. The customer also purchased a “Orbitz Flight Protection Comprehensive”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 be completed within one year from the original ticketing date of March 3, 2016.As an effort to advocate on the customers behalf Orbitz contacted [redacted]. They advised that due to the customer having an international flight the customer was required to arrive at the airport a minimum of three hours prior to departure. They also verified that the gates for the customers flight officially closed an hour and forty-five minutes prior to departure. Though the customer was tagged as a no-show for her flight reservation [redacted] has agreed to honor the reservations original fare rules and allow the customer to utilize her unused tickets credit. To rebook the flight reservation we request the customer call Orbitz and refer to case number O- to expedite the process of changing the customers flight.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]

October 4, 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 Sergei Burtsev (Revdex.com case number [redacted] regarding a package reservations. We understand from the customers complaint they are unhappy about the Best Price Guarantee claim being denied.Our records indicate that on September 20, 2016 the customer purchased a seven night hotel reservation at [redacted] Imperial Maya All Inclusive, checking in on November 26, 2016, and checking out on December 3, 2016. The customers flights were operated by [redacted] departing from Boston, MA to Cancun on November 26, 2016 and returning on December 3, 2016.Orbitz offers our Best Price Guarantee policy as a benefit to our customers. The benefit is that we will match the price if a lower price is found online. There are many terms and conditions with the Best Price Guarantee policy. Some of the terms are as follows:• For flight and hotel bookings the lower price must be found and submitted within 48 hours of purchase• The Best Price Guarantee claim must be submitted online• The Best Price Guarantee is available only for exact itinerary matches.• For example, the specific airline and cabin class (First, Business, Premium Economy or Coach/Economy), hotel (including room type) including the exact same dates and times of travel or service as booked through Orbitz.com.The full terms and conditions of the Best Price Guarantee can be found at the link below.https://www.orbitz.com/p/info-other/guarantees On September 22, 2016 the customer submitted a best price guarantee claim for their package reservation. On September 26, 2016 the customers claim was denied due to the customers hotel portion of the screenshot showing a different room type then what was purchased. After further review of the customers claim we have decided to honor the customers claim as a one-time courtesy. As the customer has not utilized his booking we request the customer to call customer service post-stay so we may issue his refund of $239.20 and $50 worth of Orbucks. When contacting our customer service we suggest the customer provide our agent with the case number at the top of the letter to expedite the request.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

Dear [redacted]th,   The Revdex.com has shared with us your correspondence regarding your recent experience with Orbitz. It is my understanding you were upset to learn that your reservation to New Delhi did not qualify for our Best Price Guarantee program due to the...

address on your credit card being a [redacted] address. 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.   Per the terms and conditions of our Best Price Guarantee program only reservations purchased with a credit card with a billing address within the United States will qualify. Nevertheless, we do value you as a customer and as a onetime courtesy we have approved your claim; therefore, once you have completed travel you will receive a refund of $48 and bonus Orbucks in the amount of $50.   [redacted]th, 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

January 7, 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 the customers complaint he is unhappy about the price increase and is requesting a refund of the difference. Our records indicate that on December 19, 2016 the customer self-booked two one-way flight tickets for one passenger. The customers departure flights operated by [redacted] were scheduled to depart from Los Angeles, CA to Orlando, FL on January 6, 2017. The customers return flights operated by American Airlines were scheduled to return from Orlando, FL to Los Angeles, CA on January 8, 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. We utilize a live inventory system for our flight reservations. The inventory is updated regularly as purchases are made and prices change. These updates are directly linked to the vendors availability. We regret if the customer felt the prices were not competitive. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued.After reviewing a screen-by-screen record of Mr. [redacted] booking we are able to confirm that on December 19, 2016 the price that was displayed prior to the confirmation page being shown was $428.70. Without any notification the reservation was confirmed at the rate of $466.70. Due to the inconvenience Orbitz processed a refund of $38 on January 7, 2017. The amount of time it takes the customer to receive the funds depends on the customers banking institution.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

Orbitz just robbed me of $500.00 of a hotel I never checked into or stayed in. No refund, if you plan on donating your money for no return in service use this site. Absolutely disgusted with these theives. Never use them to book for Aspen, CO.

June 13, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O-[redacted]Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret to hear Ms. [redacted] did not accept our response and/or resolution offered.After further research we are able to verify that as of May 24, 2016 an agent in our corporate office was able to purchase new tickets for Ms. [redacted] with the correct names on each ticket. To further verify the status of the customers tickets Orbitz contacted [redacted] and was advised that two tickets were successfully issued for both passengers please use the information below for your records.[redacted] ticket number: [redacted] ticket number: [redacted]Orbitz’s Record Locator: [redacted] Record Locator: [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 [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

October 12, 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 package reservation. We understand from the customers complaint he is requesting a refund due to canceling the package due to a medical issue.Our records indicate on August 17, 2016 the customer self-booked a package reservation for two travelers. The customer purchased a seven night hotel reservation at Dreams Los Cabos Suites Golf Resort & Spa All Inclusive, checking in on October 11, 2016, and checking out on October 18, 2016. The customers roundtrip flights were operated by Spirit Airlines, departing from Las Vegas, NV to San Jose del Cabo on October 11, 2016 and returning on October 18, 2016. The customer purchased a roundtrip shuttle for hotels in Corridor and protected the trip with the “Package Protection Plan”.On October 9, 2016 the customer called Orbitz to cancel the package due to a medical issue. As the customers hotel was fully refundable at the time of cancelation the customer was refunded in full for the hotel portion of the reservation. Based on the flights fare rules agreed to upon booking the tickets were non-refundable with a change penalty fee of $200 per passenger would be charged. In the case of cancelation, the credit associated with each ticket is valid if rebooked and travel commences 1 year from original purchase date. Due to this the customer didn't receive a full refund of his flight reservation. Based on the cancelation policy associated with the customers roundtrip shuttle. The reservation is non-refundable and cannot be changed or cancelled after booking. Due to this we are unable to authorize a full refund for the shuttle portion of the reservation. Orbitz offers the “Package Protection Plan” so our customers can have the ability to be reimbursed for the cost of flight interrupted for covered reasons such as illness of a family member. Please review the summary of coverages below:Pre-Departure Trip Cancellation: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 Covered Vacation due to your, an Immediate Family Member’s, Traveling Companion’s, or Business Partner’s Sickness, Injury or death or Other Covered Events as defined, that occur(s) before departure on your Covered 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 Covered Vacation is canceled; and c) in the written opinion of the treating Physician, be so disabling as to prevent you from taking your Covered Vacation.If the customer is seeking further compensation we suggest she await a response from the insurance company. Aon Affinity Berkley Travel is our administrator for assistance and can be reached by calling [redacted] or email: [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 the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

August 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 a voucher for a hotel reservation. We understand from the customers complaint he is requesting $50 refund due to a coupon.Our records indicate on November 8, 2015 the customer was issued a $50 coupon due to the customer service received.  Per the terms and conditions provided when the coupon was issued:Orbitz would like to offer you a $50 rebate to use towards a future Orbitz.com: Prepaid Hotel booking Vacation Package booking Please know that this compensation is not intended to place a value on your experience, but rather, it is meant to emphasize our commitment to you as a customer. We want to encourage you to continue using Orbitz for your travel needs. Voucher case number: [redacted] When you make your next "Low Price Guarantee Hotel or "Vacation Package" booking on Orbitz, please forward a copy of your 'Orbitz Travel Document' email us at [email protected]. Please reference the voucher case number above, offering the $50 rebate in your request. Orbitz will then process a refund to the credit card used to purchase. The Refund will be credited to your account within 5-7 business days after the documents are received and validated. This offer is valid for one (1) year from the date of this email. Thank you for telling us where extra attention is needed. We appreciate your business and we hope you will provide us with a future opportunity to fully restore your confidence in our products and services. Sincerely, Orbitz Customer CarePer our records the customer purchased a “Pay Later” reservation. As this is not a prepaied reservation we are unable to process the customers refund request.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,[redacted]Tier 3 Customer Service

August 15, 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 Ms[redacted] did not accept our response and/or resolution offered.Our records reflect a call being made into our customer service by Ms[redacted] regarding the billing of her reservation. Per documentation the customer was advised that her tickets were not successfully ticketed and that if the customers reservation is not accepted by the airlines she would be notified via email.When finalizing a reservation on Orbitz.com, the user agrees to the specific rules and restrictions provided during the booking session. As set forth in the Orbitz Terms of Use:SUPPLIER RULES AND RESTRICTIONS:Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.As previously advised we attempted to assist the customer by offering to assist her purchase a new ticket with one stop at the same price as the original ticket. The customer declined the offer insisting on having a direct flight. Due to the increased fare Orbitz was unable to cover the difference between the current rate and the rate that the customer originally purchased. We apologize for the inconveniences Ms[redacted] experienced but at this time Orbitz is unable to offer further compensation for this matter.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, 2015/01/20) */
Dear[redacted]
The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you further. I understand you are upset about the rate you were charged for your hotel reservation. I appreciate the...

opportunity to review your account and respond to your concerns. On behalf of Orbitz, I apologize for the disappointing experience and the frustration this caused you.
When an Orbitz member visits our website, you have the opportunity to view numerous properties with a multitude of rate options. These options include both traditional retail hotels where guests pay at the end of their stay, and hotels that participate in our Orbitz program where the amount you will be billed by the hotel plus a fee for Orbitz services is put on the credit card at the time of booking.
During the search and booking process, you selected a hotel where you would pay at the end of your stay. We advised that the rate quoted did not include taxes and are payable in addition. I have attached a screen shot of this information, which is also viewable under your "MY TRIPS."
Due to the confusion, Orbitz has issued you a $25 USD future travel voucher to use on your next Orbitz.com hotel or 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 future travel 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 January 20, 2016.
[redacted] thank you for allowing me to review the situation with you. Orbitz appreciates your business, and we hope to have an opportunity to serve you in the future with your travel planning needs.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL

Initial Business Response /* (1000, 5, 2014/07/16) */
Dear Mr.[redacted],
Thank you for taking the time to contact Orbitz. It is my understanding that you cancelled your [redacted] Airlines flight right after booking, and are upset that you have not received a refund. On behalf of Orbitz, I...

apologize for any frustration or disappointment this has caused. I appreciate the opportunity to review this matter and assist you.
While we do advertise Courtesy Cancellation on the website, we make sure to make it clear that it does not apply to every airline ticket. This is because some airlines, such as [redacted] Airlines, have their own restrictions regarding the24 hour void policy. While we may provide information about Courtesy Cancellation with the search results, all of the verbiage used explains that it only applies to "some," not all, flight bookings.
I've attached screenshots of your web session for your review. As can see, once you chose the [redacted] Airlines flight from the search results, Courtesy Cancellation was no longer mentioned or advertised. Furthermore, when you elected to cancel your airline ticket, the website did not advise that you were Courtesy Cancelling the flight. According to the screenshots I've provided, the website explained that the ticket was nonrefundable, but that you could hold a credit for future use.
As you have learned, [redacted] Airlines will not allow a courtesy cancel if the flight departure date is within 7 days of your booking date. Since you were advised that the ticket was nonrefundable when you cancelled it, Orbitz is not in a position to compensate you. We did not find this to be an Orbitz error in any way. As a travel agency, we must abide by the airline's rules that they set for their tickets.
Mr.[redacted], we wish our response could be more favorable. We value your business and hope to have a future opportunity to serve your travel needs.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL

Dear Mr. [redacted],
The Better Business...

Bureau has shared your recent correspondence pertaining to your refund request on Orbitz locator [redacted] due to a death of a family member.  I appreciate the opportunity to review your account and respond to your concerns. Upon reviewing Orbitz locator [redacted], I do show a hotel reservation was reserved on January 17, 2016 at the [redacted] District via our online services.  The booking confirmed was a nonrefundable rate for a check-in date of February 27, 2016 for two nights. 
Upon further review of your booking, I do show that you contacted us on January 20, 2016 requesting to change to a different hotel property.  It was advised that the booking confirmed was associated with a nonrefundable rate, but our agent contacted the property on your behalf to see if they would make an exception so that you could rebook the new preferred property.  Our agent contacted the property, and the cancellation for refund was declined.  This information was conveyed to you by our agent, and a supervisor was requested.  Our supervisor advised again that the rate confirmed was nonrefundable, but contacted the property a second time on your behalf.  Unfortunately, the property again declined the cancellation for refund.  No changes were made to your reservation at this time.
Mr. [redacted], our records indicate that we were not contacted any further regarding this issue; however, a credit card dispute was received from your bank.  The dispute was not accepted as this was a valid booking, and the cancellation policy was advised prior to confirming the reservation, and during our phone conversations.
Mr. [redacted], your concerns have been thoroughly reviewed, and we are not showing that a death to a family member was mentioned to either agent in January.  If a customer is requesting the cancellation of a nonrefundable booking due to medical emergency or due to a death, the property will require that the medical documentation and/or death certificate be provided for their review before a refund will be considered. 
We certainly regret your continued disappointment in our services, but Orbitz has been charged in full by the property, and we are unable to grant your refund request.
Sincerely,
[redacted]
Orbitz Customer Relations

Dear [redacted],

Thank you again for your follow-up response, and we regret to hear of your continued concerns.
We certainly understand your concerns; however, when you buy an [redacted]line reservation, you agree to the [redacted]lines Contract of Carriage.  [redacted]lines have the right to change a schedule at any time with little or no notice.  When a change occurs, we can only accommodate a customer with what the [redacted]line will allow.  We did contact the [redacted]line on your behalf, but they would not authorize a refund to be processed, and offered accommodation.
[redacted], we apologize again for your disappointment, but [redacted]line imposed schedule changes are out of the control of Orbitz.  We do not hold the funds for the tickets reserved, and we are required to follow their rules and restrictions. 
I wish that my response could be more favorable.
Sincerely,
[redacted]
Orbitz Customer Relations
Tell us why here...

Dear Mr. [redacted],
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The Revdex.com has shared your recent correspondence pertaining to the airline reservation that was requested with [redacted] Airlines and [redacted] Airlines, and your refund request.  I appreciate the opportunity to review your account and respond to your concerns.
Our records indicate on February 10, 2016, you booked a combined one way fare flight reservations – itinerary [redacted] – using the self-service tool on the Orbitz website. Travel on February 21, 2016, was on [redacted] Airlines, departing Denver, Colorado to Los Angeles, California. Travel on February 23, 2016, was on [redacted] Airlines, departing from Los Angeles, California to Denver, Colorado, for one passenger.
Upon further research, we were able to confirm that you contacted us on February 10, 2016, and were advised to contact [redacted] Airlines directly as the [redacted] Airlines portion of the flight reservations had not been confirmed.
In order to better assist you, we request that you submit a copy of your credit card statement with the charges from [redacted] Airlines, so that we may further research.  Please submit the documentation via the submission link on the Revdex.com website. We ask that you omit any personal information from the documentation.
Mr. [redacted], as soon as the requested information has been received, we will be happy to review concerns further.
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,
[redacted]

Initial Business Response /* (1000, 5, 2014/04/01) */
Dear Mr.[redacted]
Thank you for contacting Orbitz regarding the ticket you canceled in May of 2013. It is my understanding you now want to use the ticket and are advising you were not informed of the fees you would have to pay to use...

this ticket. On behalf of Orbitz, I sincerely apologize for this disappointing experience.
After reviewing your reservation, and the history of this booking, our records confirm that when you contacted Orbitz on May 13, 2013 to cancel this booking, our agent advised you of the following fees:
$150 - airline penalty fee
$30 - Orbitz exchange fee
Any fare difference
The remarks also indicated you were advised that the ticket must be reissued and travel completed by April 9, 2014. All airline tickets are only valid for one year from the purchase date. These are the fare rules American Airlines has placed on your ticket that were presented to you at the time of booking, and Orbitz must comply with the airline's rules. You had to agree you had read and understood the fare rules to commence the booking. The same rules would apply if you had made your booking directly with the airlines or another online booking agency.
Regrettably, Orbitz is not in a position to issue you a refund for a non-refundable ticket that we informed you correctly on the use of this ticket during the booking process, and when you canceled the ticket.
Mr.[redacted] I wish my reply could be more favorable. Orbitz values your patronage, and we hope to have a future opportunity to serve you with your travel planning needs.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (3000, 7, 2014/04/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Just because somebody checked a list does not mean I understood what I was being told. Sometimes the accents are so strong it's hard to understand what people are telling me. I walked away from that May conversation thinking I had a 408.60 credit that I had to use to BOOK a flight before April 2014. I never remember hearing 150 or 30 in fees! I guess I should record my conversations with Orbitz now so I can have documentation. You guys need to refund me my money!
Final Business Response /* (4000, 9, 2014/04/10) */
Dear Mr.[redacted]
Thank you for your response.
Regrettably, Orbitz cannot issue a refund for your ticket as the supplier who charged you for your ticket was American Airlines, and they are the supplier who holds the monies for your ticket. Your ticket expired on April 9, 2014, and there is no value left on the ticket. Our records confirm that you were advised correctly regarding the use of your canceled ticket.
The value on your ticket would have been around $228 after you paid the fees to use your ticket. As a gesture of goodwill, Orbitz has issued you a $200 future travel voucher to use on your next Orbitz.com airline, 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 $200 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 April 10, 2015.
Mr.[redacted] Orbitz is not inclined to offer any further compensation regarding this inquiry.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL

I reserved a hotel room that was advertised as a "special deal" and flagged with "free cancellation". When we ended up having to cancel, Orbitz said it was not free and we'd need to pay the full amount. It was extremely hard to even get ahold of customer service. Number is buried in the website. Spent 40 mins on hold, never got through, finally used their chat service. The customer service agent gave no response or comment to the fact that it was advertised as free cancellation, which is why I booked in the first place. They also would not elevate me to a manager despite multiple requests for this. Hotel manager said there was nothing they could do, since the booking and problem was through Orbitz. They noted that multiple people had had the same issue, and even suggested the "free cancellation" advertising might have been some kind of scam from Orbitz.

Orbitz lost an 8-year customer over $87 and false advertising. WILL NOT USE AGAIN.

January 18, 2017 Revdex.com Orbitz.com – Dallas and Northeast Texas Complaint Department Re: Orbitz Case #[redacted] Dear Revdex.com, Thank you for taking the time to contact Orbitz.com 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.com is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz.com is responding to the consumer complaint from [redacted](Revdex.com complaint # [redacted]) regarding a package complaint. Upon researching Ms. [redacted] complaint, we were unable to find an itinerary number with the email the customer provided. Further research shows, contact information provided is linked to only one account on Orbitz but no itineraries or customer service contact details were found. Please contact Orbitz by phone and provide more information such as full itinerary number, other email address used to book the reservation, or any case # you may have been previously provided. 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

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