Orbitz

June 27, 2016Revdex.comComplaint Department – Orbitz Re: 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 Tiffany [redacted] (Revdex.com case number 11495248) regarding a package reservation. We understand from the customers complaint she is requesting a refund to use her flight credit.Our records indicate on April 4, 2016 the customer called customer service and purchased a package reservation for four travelers. The customer purchased a seven night hotel reservation at ME Cancun - Complete ME All Inclusive, checking in on July 26, 2016, and checking out on August 2, 2016. The customers round trip flights were operated by [redacted] Airlines, departing from Richmond, VA to Cancun on July 26, 2016, and returning on August 2, 2016.On June 7, 2016 the customer called Orbitz in regards to canceling the package reservation after being notified that the hotel is under reconstruction. As Orbitz was unaware of this reconstruction an agent called the hotel to verify the information. Upon speaking to the front desk agent at the hotel we were advised the hotel would be closed due to renovations. As Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines we obtain all of the information directly from the vendors. During the call our agent was able to fully refund the hotel reservation. Also during the call Ms. [redacted] was advised she would retain an airline credit with [redacted] Airlines, in the amount of $451.80 per passenger.We would like to apologize for the inconvenience Ms. [redacted] has experienced, and that our regrets that we are unable to offer Ms. [redacted] a more satisfactory solution to this problem. It 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.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 [redacted] Airlines fare rules the customer agreed to at the time of booking, the tickets were non-refundable and non-changeable.As an effort to advocate on the customers behalf Orbitz contacted [redacted] Airlines and was advised that the customer is able to utilize the credit for the unutilized flights for each passenger but due to the circumstances they are not able to waive any change fees that may be associated with using the remaining credit. Unfortunately, Orbitz is not authorized to refund this reservation in full.Since Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Based on the fare rules the customer agreed to at the time of booking, the tickets were non-refundable with a change penalty fee of $200 per passenger would be charged. In addition, the customer would be responsible for any difference in fare. Ms. [redacted] flight credit validity states, that travel must commence within one year from the original ticketing date of April 16, 2015.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

November 30, 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 hotel reservation. We understand the customer is requesting a refund of his hotel reservation.Our records indicate that on October 15, 2016 the customer self-booked a hotel reservation for one traveler. The customer purchased a three night hotel reservation at the Historic [redacted] Hotel, checking in on November 11, 2016, and checking out on November 14, 2016.After review of the customer’s account we are unable to locate any calls into our customer service requesting assistance with changing or canceling the reservation. To advocate on the customers behalf we reached out to hotel. Upon speaking to the supervisor on duty we were advised that when a bellman went to Ms. [redacted] room he witnessed her smoking. Due to this the customer sustained an additional charge and will not be receiving a refund for this reservation.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

Complaint: [redacted]
I am rejecting this response because the issue is still unresolved.
Ms. [redacted]
Thanks for the update.
Sincerely,
David [redacted]

Initial Business Response /* (1000, 5, 2014/06/05) */
Dear Ms.[redacted]
The Revdex.com has shared your recent correspondence pertaining to the possible refund of a ticket due to a missed flight. I appreciate the opportunity to review your account and respond to your...

concerns.
From your complaint, you booked a ticket on February 5, 2014 for travel on May 23, 2014. This was with Air France from London to Paris. Due to connection delays, the flight was missed; the airline Air France would not assist you to re-book the flights, resulting in additional costs. You attempted to contact Orbitz, without success. You believe that Orbitz should refund the ticket as this was booked via the website. Furthermore; your perception of Orbitz has become discontented due to the service you have received.
Ms.[redacted] I do understand your concern in this regard; travel can be a hectic experience, and Orbitz does try to meet the expectations of our customers with terms and conditions associated with ticket bookings.
According to my research, the ticket was booked privately, meaning there was no assistance from a telesales representative to book the ticket over the phone. The ticket was generated correctly, and the confirmation emails were sent. The airline, [redacted] acknowledged the booking and there were no schedule changes or service disruptions.
Orbitz has established a procedure for the situation which you have presented, that has been in place since 2009, stating if the travel is less than 24 hours prior to departure, the airline is responsible regarding changes and re-accommodations such as the one you have presented.
According to my research, the first contact regarding the issue was the escalation to the Revdex.com.
Under the rules of the ticket, if a passenger does not utilize the outbound segment of the ticket, and no prior notification is given to the change flights or dates. The ticket becomes void, including the return portion. This policy is consistent throughout the airline industry, and the same rules would apply if you had booked the ticket directly from the airline or another travel agency.
While I recognize your disappointment and regret any inconvenience this may have caused, please understand that all travel agencies are required to follow the rules of the carrier. This entire fare was paid to [redacted] and Orbitz is required to adhere to all the airline's rules and restrictions.
Although I understand your frustration and dissatisfaction; we are confident that all pertinent information about the cancellation policy was presented to you during the booking process.
Regrettably, Orbitz is not in a position to compensate for any additional expenses due to the situation presented.
Ms.[redacted] I understand this may not have been the answer you were looking for; however, we hope this explanation clarifies the reason Orbitz will not refund the amount desired of $1,142.97.
Sincerely,
[redacted]
Orbitz Customer Relations
Initial Consumer Rebuttal /* (2000, 7, 2014/06/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept their policies.
I do not accept their process in offering a phone number to international travelers which is incorrect/unavailable during certain hours. Hours that are not stated. (Find the number- I found [redacted]- and call it.)
I concede but I hope Orbitz can at the least offer better customer support.

July 13, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O-[redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments...

and concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from Mr. [redacted] complaint he is requesting a refund for his unutilized ticket.Our records indicate on June 23, 2016 the customer self-booked a one-way flight reservation using Orbitz.com for one traveler. The flight reservation was operated by Air China, with flights from Seoul Incheon to Washington Dulles departing on June 24, 2016.We can confirm that Mr. [redacted] contacted Orbitz on June 24, 2016 regarding canceling his flight. During that call the agent was able to successfully cancel the customers flights Since the flights were successfully voided within 24 hours of purchase, the authorization of $756.16 should have been released back to the customers card. These authorizations typically release within 24-48 hours. We recommend that Mr. [redacted] contact his bank for more information regarding these authorizations and timeframes for their release.It 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. We would like Mr. [redacted] to know that every reservation is important to us and our main goal is to provide a smooth and pleasant experience to our members. We appreciate his thoughtful comments as we rely on customers like Mr. [redacted] to provide us with the information we need to continue improving our services.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 Ms. [redacted], Thank you for contacting Orbitz regarding your seat assignments for your [redacted] Airlines flight. It is my understanding that you are not confirmed in the seats...

you requested. I appreciate the opportunity to review and respond to your concerns. On behalf of Orbitz, I sincerely apologize for the disappointing experience and the frustration this caused you. Please know when booking a reservation via the Orbitz website, all seats are only on request. We must receive confirmation from the airlines stating seats are confirmed or under airport control. Every airline reserves the right to control their inventory and re-accommodate travelers (i.e. schedules/flights, aircraft type/equipment, and seats). Pre-reserved seating is dependent upon several factors: the specific airline; the type of ticket (not necessarily the cost); customer’s frequent traveler status/level with the specific carrier; airline restrictions and policy. Any option for seating via Orbitz.com would be dictated by those factors as well as the airline seat availability/inventory at the time of selection/request. In addition, even after “confirmation” any airline would be able to rearrange seat assignments for a variety of reasons (i.e. security, ADA, family/minor, aircraft weight/balance, overbooking, cancellations/delay, FAA rules, etc.). Nonetheless, please keep in mind regardless of where a ticket is purchased, every airline reserves the right to move or remove passengers from flights/seats/aircraft type, etc. Seat assignments are ultimately the decision of the airline, and we advise our customers that if they have special needs, it is always best to check with the airport directly so that the airline may accommodate those needs. Ms. [redacted], we value you as a customer, and as a gesture of goodwill, Orbitz has issued you a $100 USD future travel voucher to use on your next Orbitz.com prepaid booking. Our voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needs. Here are the instructions for the future travel voucher: When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [email protected]. Please reference case number 5764091 and my letter offering the $100 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 March 21, 2017. Ms. [redacted], thank you allowing me to review this with you. We appreciate your business, and we hope to have an opportunity to serve you in the future. Sincerely, [redacted]
Orbitz Customer Relations Chicago, IL

Dear [redacted]   The Revdex.com has shared with us your correspondence regarding your recent Orbitz experience. It is my understanding you are upset with the service you received when contacted Orbitz regarding a name correction. 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.   Each airline provides Orbitz with their own set of rules regarding name corrections, including if they are allowed and if they charge a fee for the correction. In this case, [redacted] Airlines has stated name corrections are not allowed if there is another carrier on the ticket. Unfortunately, as [redacted] Airlines was also on the reservation, [redacted] Airlines would not allow Orbitz to process a name correction to your reservation.   [redacted], it is the responsibility of the Orbitz member or the person using the account on the member’s behalf to confirm all travel specifications before completing the booking process.  Orbitz is explicit in the importance of reconfirming the traveler and itinerary selections.  Throughout the booking process and prior to the final selection, the website recaps the selections made by the member.  The traveler name is highlighted above the purchase button on the final ‘Review and purchase’ page.   Please know per the fare rules placed on your ticket by [redacted] Airlines the reservation is non-refundable; therefore, Orbitz is not in a position to process a refund for your 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 $300 future travel [redacted] to be used towards your next Orbitz.com booking. Our [redacted] 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 [redacted]:                 When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [redacted]@customercare.orbitz.com.  Please reference case number [redacted] and my letter offering the $300 [redacted] 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 March 5, 2017.   [redacted], we wish our response could be more favorable. 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

Complaint: [redacted]
I am rejecting this response because: it does not resolve my conflict. However, I do not wish to push the issue further, I will simply discontinue my use of the services of Orbitz from this point forward and will advise my fellow travelers to do the same. Thank you very much, Revdex.com for your assistance in this matter.
Sincerely,
[redacted]

Dear Ms. [redacted] Thank you for your follow-up response, and I appreciate the opportunity to address your continued concerns.Orbitz Customer Service has contacted the hotel numerous times via email and by phone to request a refund on your behalf.  However, the hotel denied your request.  As a gesture of our sincerity, Orbitz will refund your hotel stay in the amount of 673USD.  Please contact me directly at 1-312-894-6786 with a credit card you would like the refund to be processed to.  Thank you again for the opportunity to address your concerns.  We do appreciate your business, and hope we have a future opportunity to serve you.Sincerely,Luisa [redacted]Orbitz Customer RelationsChicago, IL

June 28, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O-[redacted]Dear Revdex.com, Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments...

and concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from Mr. [redacted]’s complaint he is requesting a new ticket to be issued at the rate at which it was booked.Our records indicate on June 9, 2016 the customer self-booked a round trip flight reservation for two adults. The customers flights were operated by LOT-[redacted] Airlines, they were scheduled to depart from Chicago, IL on September 9, 2016 and return to Warszawa, Poland on September 16, 2016.We have confirmed that due to a system error the customers tickets were unable to be successfully issued. Due to this by the time the customer was notified about his unconfirmed flights LOT-[redacted] Airlines had canceled the customers flights and the fare associated to the customers flights had increased. Our records reflect multiple calls being made into customer service by Mr. [redacted] in regards to his canceled flights. Due to the fact that the fare for the customers flights had increased our agents were unable to reissue the customers tickets with the fare that they were originally reserved at.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 real-time airline reservations database that contains current ticket prices and availability. The database is updated regularly as fares change and seats are sold. In addition, the airline limits the number of seats available for discounted fares; as the discounted seats sell out fast, those airfares are no longer available. Consequently, it is possible that a specific fare that is available when customers book their reservations will no longer be available when it comes to ticketing the reservation. Airfares are subject to change until the tickets and the reservation is confirmed. Orbitz is unable to change or alter the fares provided by the airlines therefore we are unable to book Mr. [redacted] ticket at the rate originally quoted.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.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,[redacted]Tier 3 Customer Service

Initial Business Response /* (1000, 5, 2014/05/22) */
Dear [redacted]
The Revdex.com has shared your recent correspondence with Orbitz, so we may assist you further. I understand you booked a reservation on our website then realized it was for the wrong date. So you booked another...

reservation for the correct date. You are requesting a refund for the reservation booked with the wrong dates. I appreciate the opportunity to review and respond to you.
After reviewing your account, I show your reservations. Due to the circumstances, I have spoken with the hotel on your behalf. Since the reservation was not canceled, they held the room, and the hotel was sold out for that night. The Hampton Inn Beloit has charged Orbitz in full for that night. Unfortunately, if the hotel will not refund your money to Orbitz, we are unable to refund you.
However, as a gesture of goodwill, Orbitz has issued you a $75 USD future travel voucher to use toward your next Orbitz.com prepaid booking. Our voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needs. Here are the instructions for the future travel voucher:
When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [redacted]@Orbitz.com. Please reference case number XXXXXXX and my letter offering the $75 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 [redacted] 22, 2015.
[redacted] we 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

I booked a return trip with orbitz for my sons military graduation. Due to circumstances I had to cancel after buying travel insurance. They would not refund my money even though is stated clearly on the website that their was free cancellation.

Complaint: [redacted]MAIN ISSUES: I am rejecting this response because to clear violations they did not address:
1. The hotel added on extra charges AFTER agreeing to the cost. They did not address that issue at all until the confirmation email. (Cleaning costs, $120!!!)
2. The hotel required a $300 deposit, which was also not mentioned until the confirmation email, bringing the cost of a 2-star hotel up to almost $700. I would not give the hotel a deposit had I stayed there because they repeatedly hung up on me when I tried to contact them. I would be foolish to trust them.
Orbitz can't ignore that. I believe it is called "bait and switch":Sell me one thing, then withhold if I don't pay more. Is that really legal?
OTHER ISSUES:
- Let's not forget the fact that Orbitz charged a $160 service fee on a $150 hotel room. Yes, I made a mistake and agreed to that too quickly, but their "zero tolerance policy" for mistakes is clearly not in line with this century's commerce practices, especially when I called immediately. They can point to their policy and shrug their shoulders, but I thought the Revdex.com is supposed to be about better businesses, not letting them get away with substandard policies out of line with modern e-commerce.

Complaint: [redacted]
I am rejecting this response because:
They say that they take a small amount to make sure the card works but they actually took the full amount and put it on hold which is why I lost the opportunity to buy my tickets elsewhere. Because of the inconvenience I think I should get a little more than just an apology. They should really relook at how they charge people especially in situations like mine. 
Sincerely,
[redacted]

Revdex.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.If any booking errors are encountered prior to booking we urge our customers to contact the credit card company to ensure benefit from the rewards of the ORBITZ REWARDS [redacted] Card. Since the customer did not use the ORBITZ REWARDS [redacted] Card to book her reservation we are unable issue any additional Orbucks to the customer’s account. For further information please contact [redacted] Bank at 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 [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Other members of my travel party that were booked on the same class fare were issued a full refund on both the [redacted] and [redacted] Airlines flights. I have requested a confirmation number for the cancellation three times by phone and was told by Orbitz it would be emailed. To date I still have not received the confirmation number. Orbitz has been extremely difficult to deal with and their response is unacceptable.
Sincerely,
[redacted]

Dear Ms. [redacted] The Revdex.com has shared with us your correspondence regarding your recent experience with Orbitz. It is my understanding you state the [redacted] & Suites Chicago Southland-Matteson provided Orbitz with a refund for...

one night of your stay; however, you did not receive the refund from Orbitz. I appreciate the opportunity to review your account and respond to you.   On behalf of Orbitz, I would like to apologize for any inconvenience this has caused you.   After further research we do show that the property did process a refund for one night of your stay. Therefore, if you could please provide me with the new expiration date for the [redacted] Card ending in [redacted] we will process a refund in the amount of $132.17, which will appear back to the card within 3 to 5 business days.   I look forward to hearing back from you.   Sincerely,   [redacted] Orbitz Customer Relations Chicago, IL

Dear Mr. [redacted],


face="Times New Roman"> The Revdex.com has shared your recent correspondence pertaining to your request to change Orbitz record locator [redacted], and the operating carrier of [redacted] not providing your First Class Seating as reserved.  On behalf of Orbitz, I apologize for your disappointing experience, and appreciate the opportunity to review your account and respond to your concerns.

Upon reviewing your account, I so show that we contacted [redacted] on your behalf regarding your date change request; however, due to their status with [redacted], we were no longer able to initiate any charges on their behalf.  It was advised that any changes would have to be processed at the airport directly for direct payment for the change.

We certainly understand your concerns; however, as a travel agency, Orbitz does not hold the funds for the airline ticket reserved.  You were charged by [redacted] directly, and we are not authorized to transfer those funds from one airline to another. 


Mr. [redacted], if you were unable to complete your exchange request at the airport directly, it would be necessary to dispute the charge via your credit card company due to the airlines current situation.  As a gesture of our sincerity for this disappointing experience, Orbitz would like to offer you a $100.00 USD future travel voucher on your next prepaid 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 $100.00 voucher in your request.  Orbitz will then issue a credit to the card used for the new booking.  This offer is valid until February 11, 2017. 

Mr. [redacted], we appreciate your business and we hope you will provide us with a future opportunity to serve your with your travel planning needs.

Sincerely,

[redacted]
Orbitz Customer Relations

Complaint: [redacted]
I am rejecting this response because:I didn't see it was non refundable when I rebook the same flight from another location. I thought the money would credit my credit card then rebook the new one. 
Sincerely,
[redacted]