Orbitz

The Best Price Guarantee claim that Orbitz has is misleading to customers I booked international flight tickets through Orbitz as I used them multiple times in the past, although there were lower prices elsewhere So I submitted a best price guarantee claim as follows: -Could not submit the night of the booking due to a glitch in their submission box -Submitted it the next morning after speaking with an agent -Their policy says you get a response within hours, although the deadline for ticket cancellation with no charge is within hours -They kept saying that's their policy and were quite willing to cancel the tickets -I called them times in total to try to get a decision quickly, last of which while being placed on hold for 30+ minutes to get approval for the refund amount of ~$(for tickets) but the agent said she had all the information needed -I had to hang up to get an e-mail the next morning, ~hour after my 24-hour cancellation deadline, saying that they can't confirm that my screenshot was for tickets and I would need to resubmit the claim So I got stuck with the tickets that were the same price as the airline anyway as I was trying to be loyal to Orbitz In the future, I plan to get the best price and won't stick to Orbitz after this experience

Complaint: [redacted] I am rejecting this response because: This case is regarding [redacted] page hotel not [redacted] innPlease respond your answer in writing regarding [redacted] motelI already have answers from orbitz.com for refund and $bucksI just want to make sure the case of [redacted] motel is solved through Revdex.com.org for the future my record Sincerely, [redacted] ***

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

July 3, 2017Revdex.comComplaint Department – OrbitzDear 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 reviewing the information provided we are unable to locate any car rental reservation with confirmation number [redacted] Furthermore trip ID/order number [redacted] is not available within our systemDue to this we are unable to assist with this complaint any furtherWe thank you for allowing us to address this matter furtherAs this matter is unable to be resolved, we respectfully request the Revdex.com close this case.Sincerely, [redacted] Tier Customer Service

Dear Mr [redacted] , Thank you for your follresponse, and I appreciate the opportunity to address your continued concerns We certainly regret to hear of your family situation, and your reservation has been thoroughly reviewed, and given every consideration However, the reservation confirmed was associated with a nonrefundable rate, and we advised prior to confirming the reservation We contacted the property on your behalf on two occasions, and but your refund request was declined We do show that this information was properly conveyed by our agents Mr [redacted] , I wish that my reply could be more favorable, but we are unable to grant your refund requestThank you again for the opportunity to address your concerns 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] .Although it solves my situation manually for now; the problem remains exactly the same for general public.In that; "unsubscribe" link in their marketing emails is not functionalCustomers also can't opt-out (when they lto their Orbitz web site account) from same marketing emails.Therefore; company is still failing to provide a solution to that problem Sincerely, [redacted]

September 27, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted] Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding a flight reservationWe understand from Ms [redacted] complaint she is requesting credit for a future flight.Our records indicate on September 2, the customer self-booked a round trip flight reservation on Orbitz.comThe flight reservation was operated by [redacted] with flights departing from Atlanta, GA to San Diego, CA on September 17, 2016, and returning on September 24, 2016.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providersAs [redacted] was the merchant of record and the company that charged the customer’s credit card, we have to abide by their rules and regulationsBased on the fare rules the customer agreed to at the time of booking, the tickets were non-refundable and non-changeableOn September 16, the customer called Orbtiz to change her flightPer documentation when the customer was advised at that time that if she would like to change her ticket she will have to sustain a change fee of $to utilize the rest of the credit for the ticketWe apologize about the misinformation that was provided by our agent.On September 27, Orbitz reached out to [redacted] and confirmed that Ms [redacted] was able to change her flight reservation without sustaining a change penalty fee due to providing medical documentationOnce again, we would like to apologize for the inconvenience you have experienced, and our regrets that we were unable to offer you a more satisfactory solution to this problemIt is disheartening when our clients feel that we have not met the standards to which we hold our organization and employees, as we attempt to provide the most efficient, quality service available.Despite the customers recent experience, we do value his businessOrbitz is willing to issued a $Orbitz Travel Coupon to use on a future trip, due to the inconveniencesThis coupon is valid towards the future purchase of an E-Special Rate hotel reservation, either as a stand-alone hotel or in a vacation packageThe coupon will appear in the booking path for the next qualified reservation, and it is valid until one year from the date of this letter.As the customer doesn't have a permanent account we are unable to provide the coupon at this timeWe request that Ms [redacted] create a permanent account and respond to the Revdex.com providing an email address to the new accountUpon doing this we will issue a $coupon to the customers permanent account.We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted] Tier Customer Service

September 13, Revdex.com Orbitz.com - Alaska, Oregon & Western Washington Complaint Department Re: Orbitz Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Orbitz, Incregarding 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, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Orbitz, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding a refund request for a flight booking Our records reflect on September 2, the customer accessed Orbitz.com and self-booked itinerary [redacted] for a round trip flight departing on September 22, from Bismark, ND for Lawton, OK and retuning September 25, with [redacted] Airlines being the validating carrier and merchant of record who billed the customer’s credit card The customer states he attempted to access Orbitz.com to cancel his flights within twenty-four hours of booking and was unsuccessful We are not able to verify attempts to log into our site, however we do show his first phone call to our company requesting to cancel his itinerary was received on the afternoon September 5, when our agent notes show Mr [redacted] asked if he could still cancel his ticket and the agent provided that he was outside the initial cancellation window and his fare rules state that [redacted] Airlines will hold a credit for a year, which can be used with a $re-booking fee If the customer was unable to access Orbitz website, our agents are available 24/and had he immediately contacted us, we would have been able to assist in cancelling his itinerary within the twenty-four hour cancellation window provide by the airlines, for a full refund Orbitz acts only as a third party booking intermediary and as such we must abide by the terms and conditions of the vendors who offer their services on our site As Mr [redacted] waited three days to call Orbitz and request our assistance in cancelling his tickets, we were required to follow [redacted] Airlines fare rules that the customer agreed to when booking his tickets As [redacted] Airlines is the merchant of record, any refund would be processed by them Regrettably, Orbitz is unable to provide any refund for this itinerary as [redacted] Airlines will enforce their terms for this purchase 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 Corporate Customer Service

Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: S- [redacted] Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservationWe understand from Mr [redacted] complaint he requesting a refund for a recently booked car reservationOn ***h 15, 2016, we contacted Mr [redacted] to acknowledge receipt of the Revdex.com complaint.Our records reflect that on ***h 9, 2016, the customer self-booked a car reservation with OrbitzThe customer reserved a [redacted] or similar with [redacted] Car RentalThe car is due to be picked up on April 29, 2016, in Cleveland Ohio and returned to the same location on May 2, Due to a system error this reservation was duplicated three times.Upon further research, we are unable to verify as of ***h 14, the two of the customers car reservations were refunded in full leaving only itinerary as being activeWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted] Tier Customer Service Tell us why here

Initial Business Response / [redacted] (1000, 5, 2014/05/05) */ Dear Ms [redacted] The Revdex.com has shared your recent correspondence pertaining to you trying to reserve your flight while we were undergoing site maintenance, and that the incorrect email was entered during your booking processWe certainly apologize for any inconvenience this has caused, and I appreciate the opportunity to review your account and respond to your concerns Upon reviewing your account, I do show that Orbitz record locator PBORBXXXXXXXXXX was reserved under the incorrect email address of [redacted] @sbclgobal.netWhen this booking was confirmed, a new account was madeSince you already have an account under the email address of [redacted] @sbcglobal.net, I would not be able to use the same email address to correct the new accountHowever, if you have another email, such as a work email, we can change the account to that address so that you can get any updates on your upcoming tripOnce this trip has been completed, you would want to sign into your [redacted] @sbcglobal.net each time before making a trip to ensure that your Rewards points are properly earned Regarding your rewards points, I have subtracted the $in rewards earned for Orbitz locator PBORBXXXXXXXXXX, and placed them into the correct account under [redacted] @sbcglobal.netThis way, all of your points will be under the correct account As a web-based company, we do have to perform maintenance from time to time on our websiteThis is something that must occur on all websites, and as airline ticket prices are not guaranteed until ticketed, we are unable to offer a refund of the difference in fare if a ticket price increases during the maintenance periodPlease understand that Orbitz does not hold the funds for airline tickets reservedNevertheless, as a gesture of our sincerity, Orbitz would like to offer you a $USD future travel voucher on your next prepaid Orbitz.com hotel or vacation package bookingOur voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needs Here are the instructions for the future travel voucher: When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [redacted] @Orbitz.comPlease reference case number XXXXXXX and my letter offering the $voucher in your requestOrbitz will then issue a credit to the card used for the new bookingThis offer is valid until [redacted] 5, MsWhittemore, 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 Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/05/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thats fine I understand your a web bassed business and have to pull maintainance now and then, but if youre going to direct people to your phone line you need to staff it adequatelyI tried to call the phone line only to be met with a ridiculous hold time Also, Although I realize the typo was my fault, I'd like to suggest that If you add a safety where people have to type their email address twice it could catch typos and save a lot of hassleEspecially since there is no way behind the scenes to move a trip from one account to another once its booked Now that I advised of what my typo was I was able to go in and change the email myself to a secondary email, however your rep was going to resend my receipt and never didCan you please resend my receipt to the the [redacted] address Final Business Response / [redacted] (4000, 10, 2014/05/07) */ Dear Ms [redacted] Thank you for your follreply, and I appreciate the opportunity to respond to your continued concerns We do appreciate your feedback, and we apologize again for any confusionPlease know that I have forwarded your itinerary to the new email address of [redacted] @email.comYou can also print and view your itinerary via your "My Trips." Ms [redacted] , thank you again for the opportunity to respond to your concernsWe do appreciate your business, and hope that we have a future opportunity to serve you Sincerely, [redacted] Orbitz Customer Relations

March 10, Revdex.com Complaint Department - Orbitz Re: Orbitz Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] (Revdex.com complaint #[redacted] )We regret to hear the customer did not accept our response and/or resolution offered Orbitz’s goal is to provide an exceptional customer experienceThe customer provided further documentation related to refund request After further review of Ms [redacted] complaint, we can confirm on October 17, 2016, the customer requested to cancel the reservation and agreed to the airline’s cancelation policyThe customer also agreed to the airline ticket terms and conditions at the time the reservation was originally booked Orbitz’s acts only as a third party intermediary for airlines, and once a reservation is canceled, the airlines takes control over the ticket and determines the rates available at the time a customer chooses to use the creditOrbitz website flight prices are for new reservations only which are also set up by each individual airline Orbitz continues to stand by our original replyWe maintain that Orbitz did not have control over Ms [redacted] flight ticket after she requested to cancel itOrbitz was advised by the airline further assistance would be on their end therefore no compensation can be 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] Corporate 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 meHere is the information that Orbitz requested: Email used to make a reservation: ***@gwu.edu Itinerary # [redacted] Thank you, Itinerary # Sincerely, [redacted]

October 5, Revdex.com Chicago & NIllinois Complaint Department Re: [redacted] Case: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from Mr***We followed up with Hahn Air this morning and were advised that they have received approval to refund Mr***’s return flightsThey provided a waiver code that they received from [redacted] AirWe processed a refund of $1228.44, on Mr***’s behalf on October 5, Most Airlines request up to two billing cycles for the refund to appear on a customer’s statementAgain, we thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] Corporate Correspondence Team

my family booked a package flight and hotel with Orbitz from MSP to Charlotte [redacted] in the virgin islandsafter speaking with our daughter pediatrician we were given strict rules to not travel to the virgin islandsWhen we booked our package we chose to have flight protection so we could cancel at any timeWhen I called to cancel our trip I was dragged around their customer service for over 6hrs!! being on hold for a majority of the timethey first stated we could get any of our money back, then another agent said they couldnt cancel our trip at allfinally after demanding to speak with a supervisor they canceled my hotel and flight money given back for our hotel and credit with orbitz to use towards flight ticketsi have currently been on hold for over an hour trying to rebook our vacation to a new locationi will never use orbitz again for any of our vacation needs

Complaint: [redacted] I am rejecting this response because: The first time I called in, after being on the phone for hours, one of your customer service supervisors said she would book the tickets and cover the fare difference since the error was no fault of my ownIt is important to note that at this time the fare difference was only $She said she new I had been on the phone a long time and would take care of this and then call me back within an hourShe never called backAlso, I booked tickets for two adults, not oneFurthermore, while all this was going on, your website orbitz.com said "your booking is confirmed, there is no need to reconfirm your booking" So if I had not happen to notice the email saying the reservation had been cancelled, I would have assumed that all was well with my flightFinally, I had been told several times when calling in that my case had been "escalated to a higher team" and a "specialized agent" these teams or agents never called me backFinally, after being told repeatedly that the charge made by Orbitz would fall off my card, it never did and I had to file a chargeback to get it removed Sincerely, [redacted]

November 24, Revdex.com Complaint Department - Orbitz Re: 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 attentionOrbitz 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 complaint [redacted] ) regarding the best price guarantee refund request Our records show on November 2, 2016, Ms [redacted] self-booked an Orbitz.com hotel reservation via booking number [redacted] in the amount of $We understand from the customer’s complaint, she found a lower of $and a best price guarantee application was submittedMs [redacted] also stated Orbitz is not complying with the best price guarantee rules and is requesting a refund of the price difference and the $Orbucks to be placed on her account Orbitz’s goal is to provide an exceptional customer experience, as a one-time courtesy, a credit in the amount of $was processed back to the original form of payment and $Orbucks were placed on the customer’s accountWe do regret any inconvenience she has encountered in resolving this matterAs the issue has been resolved to the customer desired outcome, Orbitz considers this matter closed 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] Corporate Customer Service

Initial Business Response / [redacted] (1000, 13, 2015/05/12) */ Dear [redacted] The Revdex.com has shared your recent correspondence with Orbitz regarding the amount you were charged for your reservation under record locator PBORBXXXXXXXXXXIt is my understanding you were quoted one rate but charged anotherAlso, you were not happy with the service you received when you contacted our service department for assistanceI appreciate the opportunity to review your account and respond to your concerns [redacted] , I want to apologize for lack of professionalism on the part of our staffOrbitz strives to provide the best possible customer service, and I regret in this case, we fell short of our goal Please know at Orbitz, we understand the importance of our website accurately processing all of our customer's requestsTo ensure the accuracy of our website, we do keep logs for our reviewUpon reviewing the website logs of your booking, we do show the flights earlier in the day were lower, but what was chosen was the evening flight, which was higherI have attached screen shots of your booking process for review Throughout the booking process, the website recaps the selections made by the customerWithin minutes of the booking, Orbitz also generates an 'Orbitz Travel Document' email confirming the flight dates, flight numbers, times, and rateOur customers may review their booking at any time in their online 'My Trips' profile Nevertheless, this does not excuse the frustration you encountered when contacting our service departmentAs a gesture of our sincerity, Orbitz has issued you a $USD future travel voucher to use on your next Orbitz.com flight, hotel or package bookingOur voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needs Here are the instructions for the future travel voucher: When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [redacted] @Orbitz.comPlease reference case number XXXXXXX and my letter offering the $future travel voucher in your requestOrbitz will then issue a credit to the card used for the new bookingThis offer is valid for one year from the date of this letter, until [redacted] 12, [redacted] thank you for allowing me to review this situation with youWe appreciate 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 / [redacted] (1000, 5, 2014/02/20) */ Dear Mr [redacted] The Revdex.com has shared with us your correspondence regarding your recent Orbitz experienceI understand you state the reservation booked was not the one that you had selectedI appreciate the opportunity to respond to you On behalf of Orbitz, I would like to apologize for any frustration this has caused you Please know, I was unable to find the reservation using your email addressCan you please provide me with the Orbitz Record Locator, so I can review? I look forward to hearing back from you Sincerely, [redacted] Orbitz Customer Relations Chicago, IL Final Consumer Response / [redacted] (3000, 7, 2014/02/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) orbitz record locator PBORBXXXXXXXXXX Why does someone have to wait almost minutes to speak to a representative after entering your record locator # on your phone system and then having to wait to talk to another agent then again another minutes later because its an international reservationthey knew that from the initial enumeration of the record locator number the first time - an hour and a half of nonsense Final Business Response / [redacted] (4000, 9, 2014/02/25) */ Dear Mr [redacted] Thank you for your response After further research, we do show that the reservation confirmed for [redacted] to Tel Aviv on February 13, was the reservation with the longer layover for the total price of $Furthermore, an email confirmation was sent to you within hours of booking so that you could review the reservation Nevertheless, we do value you as a customer, and as a gesture of sincerity for your disappointing experience, we would like to offer you a $future travel voucher to be used on your next Orbitz.com bookingOur voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needs Here are the instructions for the future travel voucher: When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [redacted] @Orbitz.comlease reference case number XXXXXXX and my e-mail offering the $future travel voucher in your requestOrbitz will then issue a credit to the card used for the new bookingThis offer is valid for one year from the date of this e-mail, until February 25, Mr [redacted] we appreciate your business, and hope you will continue to use Orbitz in the future with your travel needs Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

Complaint: [redacted] I am rejecting this response because:1) The error was on the part of the airlineI make no sense that I will book two [redacted] Airlines tickets for the same day and time but traveling in the opposite direction.2) Orbitz, should have acted responsibly and informed me that of a missed flight 3) They also charged me 50% more of the $I paidTaking advantage rip me off for their own mistakeThe charges are excessive, disproportionate and exploitative They exploited the fact that I was desperate to return to work to inflict heavy charges on me Sincerely, [redacted]

Dear [redacted] , The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you furtherIt is my understanding that you needed to cancel your reservation, but you were not able to speak with anyone at Orbitz for assistanceI appreciate the opportunity to review and respond to your concernsOn behalf of Orbitz, I apologize for the disappointing experience and the inconvenience this caused youPlease know as a travel agency, most airlines do give us the option to void a nonrefundable ticket within a specific time period in case there are errors madeThis is a courtesy we make available to our customersHowever, the time period is very strict, and once the time has passed; we can no longer offer this serviceThroughout the booking process, we post a banner of how long you have to take advantage of this serviceFor your reservation; you would have needed to cancel before 10P CT on Jan 22, If the reservation is not canceled by the deadline; the reservation is reported to the airline, and the airline fare rules become effectivePer [redacted] Airlines; this ticket is non-refundableIf you are unable to reach anyone in Customer Service Department; you also have the option of canceling the reservation on the website under your “My Trips.” [redacted] , we certainly regret to hear of your disappointmentHowever, we make every effort to ensure our customers are aware of the courtesy cancellation time periodYou are truly a value customer, and we hope to have an opportunity to serve you in the futureSincerely, [redacted] Orbitz Customer Relations Chicago, IL