Orbitz

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]

I tried to make reservations/booking on my mobile, and had difficulties, after several failed attempts, I tried my laptop, and failed several times, I then called customer service... everything seemed to go well, but immediately after, I went online to verify everything, and saw that the price for the airline and motel was now, $35 cheaper. (on their own website).

I called the customer service rep back, and was told I would need to cancel the original reservations and rebook the new reservation, which I did. I was told that I would not be charged as the original booking was denoted as PENDING.

Two days later, I see a refund of 2/3 the amount I (wasn't supposed to be charged), and no notes or line items on my statement about the remaining amount.

I contacted customer service, who confirmed that I should not have been charged, but then she back tracked and said it was policy to charge... so I tried to get her to admit she (and the original representative), was WRONG, when they told me I would not be charged.

After getting nowhere with her, I asked to speak with a supervisor... It has been 65 minutes on HOLD. I have written two reviews in that time, ate lunch, had coffee, watched tv, while I am still waiting.


ALSO, I have tried to submit the claim for a price match to receive the $50 credit on future travel, (which I will never use now, as ORBITz is a no go for now on), but was denied, and told everything. I mean, they cut and paste the price match policy but didnt identify what exactly my claim was missing.

I had included the screenshots, and the booking/itinerary numbers, and everything is identical, dates, times ,flight numbers, hotel, check-in/check-out, number of guests, etc.

ALSO, when I first called customer service, I rec'd two calls, which I didnt answer, because I was on the phone. both those calls, and the ten other calls in the last two days, has been robo calls ,and sales calls for vacation packages.

how did they start calling me, then? coincidence? I think NOT.

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 flight reservation. We understand from the customers complaint they are requesting a refund due to not having the seats requested.Upon further research, we are unable to locate an Orbitz.com account related to the customers complaint. We respectfully request that Mr. [redacted] provide us with an email address used to book the reservation and the itinerary number. The requested information will enable us to appropriately address his concerns.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

December 28, 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 fromOrbitz is responding to the consumer complaint from Neil [redacted] (Revdex.com case number [redacted] regarding a hotel reservation. We understand from the customers complaint he is requesting a refund of his hotel reservation as he did not realized he booked it in error. Our records indicate that on November 24, 2016 the customer self-booked a hotel reservation for two travelers. The customer purchased a seven night hotel reservation at the Aparthotel Adagio Muenchen City, checking in on September 20, 2016, and checking out on September 27, 2016. The customer was able to open and review the confirmation email the same day at 2:09 PM.On November 26, 2016 our records reflect Mr. [redacted] submitting multiple Best Price Guarantee requests for this itinerary. Due to the hotel not being the same the claims were denied. On November 28, 2016 Mr. [redacted] contacted our customer service to request the cancelation of his reservation. Per the terms and conditions of the reservation agreed to upon booking the reservation.The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.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. Due to this Orbitz is unable to issue refunds for non-refundable reservation unless the property manager authorizes the refund. We are able to confirm that this matter was resolved on December 16, 2016 when a full refund of the customers reservation was issued. 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

Initial Business Response /* (1000, 5, 2015/09/28) */
Dear [redacted]
The Revdex.com has shared your recent correspondence pertaining to the Arts Factory Lodge[redacted] not having your room type available upon your arrival, and you were placed in a dormitory room type. 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 do show that one of our Customer Service Supervisors have already contacted the property regarding your concerns. The property has advised that they failed to record the booking, and did not have your room type available. Due to only having dormitory room types available, they did authorize us to refund you in full for your stay due to the inconvenience. The refund in the amount of $29.00 has been processed to the card used to confirm your booking, and the $3.07 in Orbucks redeemed has also been refunded.
[redacted] we certainly understand the inconvenience this has caused, and as a gesture of our sincerity, I have added $50.00 in Orbucks to your account for future use. These can be viewed by logging into your Orbitz account and clicking on the "My Orbucks Activity" tab. They are valid until September 27, 2016.
[redacted] we apologize again for this disappointing experience. We do appreciate your business, and hope that we have a future opportunity to serve you.
Sincerely,
[redacted]
Orbitz Customer Relations

Complaint: [redacted]
I am rejecting this response because: orbitz refuses to see a problem with not contacting their customer in instances when airfare is not ticketed ( for only known to them reason ) . They don't see a need to send an email to tell a customer to look for another airfare options!!! Not very considered way of selling travel packages!!! I had to book another ticket with a different airline ( that costed me extra $300) and stay for an extra night at the hotel( booked again through orbitz) . I would expect at least an apology for their inconsidarad service and compensate me for that extra night I have to stay their because of this poor customer service.
Sincerely,
[redacted]

August 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 [redacted] (Revdex.com case number [redacted]) regarding a package. We understand from Ms. [redacted] complaint she is requesting a full refund of her package reservation.  Our records indicate on July 4, 2016 the customer self-booked a purchased a package reservation for two travelers. The customer purchased a six night hotel reservation at [redacted] Cancun All Inclusive, checking in on July 14, 2016, and checking out on July 19, 2016. The customers flights were operated by [redacted], departing from Newark, NJ to Cancun on July 14, 2016 and returning on July 19, 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 providers. Based on the hotel cancelation policy Ms. [redacted] agreed upon when booking the reservation, “The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.”We can confirm that Ms. [redacted] contacted customer service on July 5, 2016 in regards to canceling her package reservation. The agent that assisted the customer voided the customers flights. Since the flights were successfully voided within 24 hours of purchase, the authorization of $661.74 should have been released back to the customers card. These authorizations typically release within 24-48 hours. Due to the customers hotel reservation being non-refundable Orbitz made multiple attempts to contact the hotel via phone and via email to receive authorization to cancel and refund the customers hotel reservation.On July 8, 2016 an agent in our customer service was able to reach a reservations agent at the hotel. After reviewing the customers non-refundable reservation the hotel authorized a refund of the reservation minus the first two nights. As of July 8, 2016 a refund of $542.67 was processed to the customers original form of payment. The amount of time it takes the customer to receive depends on the customers banking institution.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 flight reservation. We understand from Mr. [redacted] complaint he is requesting a refund of the change fee for his canceled flights. Our records reflect on October 30, 2016 the customer self-booked a flight reservation for two passengers on Orbitz.com. The customer purchased a one-way flight for two travelers. The flight reservation was operated by [redacted], with flights departing on September 19, 2016 from Johannesburg to San Francisco.On November 1, 2016 Mr. [redacted] contacted Orbitz to cancel his flight reservation. Per the customers complaint we understand that he claims he called to cancel his flights within 24 hours of booking as he was aware of our 24 hour free cancelation period. After further research we are able to verify that no cancelations happened within 24 hours of booking. Due to this we are unable to refund the customer [redacted] Airlines cancelation fees.We would like to apologize for the inconvenience Mr. [redacted] experienced, and our regrets that we are unable to offer you 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.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 forwarding the Revdex.com consumer rebuttal from [redacted]. We regret to hear Mr. [redacted] did not accept our response and/or resolution offered. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding a flight reservation. We understand from Mr. [redacted]’s complaint he is requesting a refund of the change fee for his canceled flights. As previously advised, Mr. [redacted] was aware of the 24 hour free cancelation period for his reservation. We apologize that Mr. [redacted] had poor connection resulting in being unable to cancel his reservation however we are unable to validate any calls that were made into our customer service within 24 hours of his reservation. As no cancelations happened within 24 hours of booking we are unable to refund the customer [redacted] Airlines cancelation fees.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 tickets fare rules the customer agreed to at the time of booking, the tickets were refundable with a cancelation fee of 1500 ZAR  and changeable with a change penalty fee of 500 ZAR per passenger that would be charged. To change the reservation the customer would be responsible for any difference in fare. 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.We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

I've used orbitz before without any issues until this one case. I made a few pay later/pay at hotel reservations with orbitz with the understanding that my credit card would not be charged if I chose to cancel the day before my reservation date by 4pm. My credit card was charged the full amount 2 days before my reservation date. After speaking with orbitz they said they couldn't do anything because they didn't charge me technically. They said that the hotel made the charge. After speaking with the hotel I was told by the hotel manager that [redacted] submitted a prepaid reservation authorized by orbitz. I called orbitz back and they said there was nothing they can do because they haven't charged me. I spoke with my bank and they informed me that the charge was pending and would be disputable if it posts but the hotel should cancel the transaction. According to the hotel they canceled the transaction and the funds would be back in my account in 3 business days. I checked my account 5 days later and saw that the charge posted. After calling the hotel back informing them about the charge they finally explained to me that orbitz uses [redacted] to do prepaid reservations and they submitted my reservation through [redacted] as a prepaid reservation. The hotel manager then further explained the process which is why I wanted to report this issue to see what further steps can be done in order for the damages already done can be addressed. The overall experience was the worst thanks to orbitz customer service staff, supervisors, and the corporate customer service team. As I got passed along up the chain of commands, the more I was lied to and passed along carelessly. The level of respect that I was expecting and hoping to receive seem to fade away quicker the higher the call was escalated. When booking any travel plans, stay far away from orbitz.com as best you can.

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]

July 18, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #[redacted]Dear Revdex.com,Thank you for your response. We have reviewed the documentation/new information [redacted] provided to further address her concerns.As previously advised Mr. [redacted] canceled his hotel reservation under itinerary [redacted] and received a full refund in the amount of $730.80.On March 17, 2016 the customer called Orbitz in regards to canceling his package. After reviewing the cancellation and change policy for each item in the customers package and the terms and conditions of the customers insurance, the agent was able to fully refund the hotel and shuttle portion of package. This refund totaled $139.18.In regards to the customers flight reservation under itinerary [redacted], we suggest Mr. [redacted] contact Orbitz customer service number to receive assistance with booking his new flights while utilizing his flight credit with [redacted] Airlines. If there are any complications with locating the flight credit we suggest the customer provide the itinerary number above.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