Orbitz

September 20, 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.Orbitz is responding to the consumer complaint from Laurie [redacted] (Revdex.com case number [redacted]) regarding a hotel reservation. We understand the customer is requesting a full refund of her hotel reservation.As previously advised, 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 hotel reservations. This means our vendors have access to their products and are able to alter their information or pictures as they see fit.Furthermore when our customers act as their own travel agent and book travel on their own we encourage them to carefully review the details of their reservation and hotel reviews prior to confirming the booking. We apologize that Ms. [redacted] was not satisfied with the quality of the continental breakfast, room, and hotel. At this time as Ms. [redacted] was aware of the cancelation and change policies when canceling her reservation we are unable to offer additional compensation.Thank you for allowing us to address this matter further.  As this matter has been resolved and no additional information has been provided, we respectfully request the Revdex.com close this case.Sincerely,[redacted]Tier 3 Customer Service

I booked a flight for my family through orbitz for the first time. After the purchase I happened to scan through [redacted] and found out that they have the same flight that cost about 300 dollars less. I called orbitz to see if they would price match [redacted] and the agent that I spoke to said that he can but it would have to be a credit that would be used toward a hotel booking. So I agreed. Now, recently I called to make a hotel reservation and use the credit like ortbitz promised but to my dismay they gave me the runarounds transferring my calls to other agents who either didn't know what they were doing or I was not really trying to help. Other times I got disconnected. At the end I was told that they could not see in their record the credit that I was referring to. So, all those effort for nothing. Ortbitz is a business that lies and don't take care of their customers. I will be traveling a lot this next two years but orbitz will not be a part of it.

June 6, 2016Revdex.comComplaint Department – OrbitzDear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought...

to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number 11453970) regarding a flight reservation. We understand from Ms. [redacted]’s complaint he is requesting a refund for a flight reservation.As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate reply. At this time, we respectfully request additional time from the Revdex.com as further research is needed for this case. We will submit our final reply via the Revdex.com's website.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

July 20, 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] complaint he is requesting a refund or credit for a flight reservation due to extenuating circumstances.Orbitz offers multiple airlines for customers to choose from. Due to specific contracts with certain airlines such as [redacted], Orbitz is unauthorized to access the customers tickets. Since tickets are unable to be accessed they are unable to be changed or canceled. We suggest Mr. [redacted] contact [redacted] directly to request a refund or credit for a future flight reservation.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

May 10, 2016Revdex.comComplaint Department – OrbitzDear Revdex.com,Thank you for taking the time to contact Orbitz, Inc. regarding an issue from our customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which...

have been brought to our attention.  Orbitz. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding their reservations. As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate reply. At this time, we respectfully request additional time from the Revdex.com as further research is needed for this case. We will submit our final reply via the Revdex.com's website.Again, we thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.                                              Sincerely,[redacted]Tier 3 Customer Service

Dear Mr. [redacted],   Thank you for contacting Orbitz. I understand that you are upset that the seat you selected for your trip to Cancun were not confirmed. I appreciate the opportunity to review your account, and respond to you.   Please know, during the...

booking process on the Orbitz site, most airlines do provide us with a seat map so our customers can request the seat they prefer. However, these are requests, and can only be confirmed by the airlines directly.   Mr. [redacted], when you selected a seat on the seat map available on our site, we sent the request to [redacted] Airlines for them to confirm or deny; unfortunately, in this case it seems that they did not confirm the seat requests you had made.   Nevertheless, we understand the frustration this can cause our customers, and as we do value you as a customer, we would like to offer you a future travel voucher for the amount you paid for your seats, $255.20, that can be used on your next Orbitz.com 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 e-mail offering the $255.20 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 e-mail, until March 16, 2017.   Mr. [redacted], if you have any further questions or concerns, please feel free to contact me directly. We appreciate your business, and look forward to serving you in the future with your travel needs.   Sincerely,   [redacted] Orbitz Customer Relations Chicago, IL

Complaint: [redacted]
I am rejecting this response because the response turned out to be untrue.  I should be able to change the ticket as Ms. [redacted] describes, but Orbitz is unable to complete the change.  
After receiving this email, on Jan. 20, 2016, I had a follow-up conversation with an Orbitz representative on the telephone number given.  The first agent tried to change the ticket and was unsuccessful.  She called the [redacted] Agency Help Desk and they said they could not process it and it gave them an error message.  She connected me to the Supervisor who also confirmed I could not change the ticket without buying a fully refundable ticket for approximately $6000.  I requested that she tell me where that restriction was.  She said it was in the system, and had something to do with the return flights no longer being available, which is not true, as they are currently available both on orbitz.com and [redacted] Canada’s website, in the same fare codes as I purchased (I could buy them on Orbitz right now for about the same price I originally paid).  I believe there continues to be a systems issue.  At that point I had been on the telephone, mostly on hold, for 2 hours, and she hung up.
I still request that I either be permitted to change the tickets to the same or a lower fare class, subject to the usual restrictions (same [redacted]line, same destination), pay the [redacted] fare difference plus $230, or they should refund the ticket as it cannot be changed.  I should not be subject to a requirement that I can change tickets only by purchasing up to a fully refundable ticket when the same and many other fare codes are available.  That is not only not disclosed anywhere, but for the second time, Orbitz has refused to tell me why I can only change to a higher fare code when other fare codes are available, where this limitation comes from other than "the system", or what the precise limitations on changing the ticket are.  I think Orbitz has a systems problems that makes them unable to honor the terms of the ticket they sold and should either override they system or refund my ticket.  
Sincerely,
[redacted]

Dear [redacted], The Revdex.com has shared your recent...

correspondence with Orbitz so that we may assist you further. It is my understanding that you are upset because you were not advised you would be charged in USD instead of CAD for your reservation confirmed under record locator [redacted]. I appreciate the opportunity to review and respond to you. On behalf of Orbitz, I apologize for this frustrating experience and any inconvenience this has caused for you. Please know that Orbitz is a US based company; therefore, all the fares on our website are in USD unless otherwise noted. While we understand, some online booking sites have the functionality to provide costs in the currency of the customer’s choice; regrettably, Orbitz.com has yet to add this feature. Our search results, review, confirmations, and fees are all provided in U.S. Dollars. While we expand to regions outside the U.S., we have updated many options and offerings for our customers. However, at this time, Orbitz.com does not provide any functionality in non-U.S. currency. The airline and not Orbitz collects payment for the actual airfare. In some cases based upon the airline and customer banks, the bank may collect conversion fees. These charges are not included in our quote, nor are they within Orbitz control. I also show the credit card you used to confirm your booking had a Canadian billing address. There can be a difference in the amount charged once converted to the currency used by your credit card company.  After reviewing your account, I do show the reservation was canceled. [redacted], I do see you are a loyalty member with a current balance of $0. In the appreciation for your continued business and support, I have placed $50 loyalty points in your account. Our Loyalty program is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needs. The points are available for you to use immediately toward a prepaid qualifying hotel booking. [redacted], thank you for allowing me to review this with you. Your business is truly valued, 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

Dear [redacted],
Thank
you for the quick response. Please know I was able to get approval from the hotel
to process a refund. They agreed not to charge Orbitz, so I have refunded
$395.37 to the Master card ending in [redacted]. This should post to the account
within 3 to 5 business days.
Sincerely,
[redacted]
[redacted] Orbitz
Customer Relations Chicago,
IL

December 28, 2016
 
0in 0in 0pt">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 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 complaint #[redacted]) regarding the best price guarantee refund request. 
 
Our records show on November 14, 2016, Mr. [redacted] self-booked an Orbitz.com hotel reservation via booking number [redacted] in the amount of $5.06 with a check-in date of November 17, 2017. We understand from the customer’s complaint, he found a lower price and a best price guarantee application was submitted. Mr. [redacted] also stated Orbitz is not complying with the best price guarantee rules and is requesting a refund of the price difference and the $50 Orbucks to be placed on his account.
 
Upon researching Mr. [redacted] complaint we can confirm on November 14, 2016 a Best Price Guarantee was denied due to Orbitz’s representative inability to verify the lower price submitted by the customer. As per the Hotel Price Guarantee terms and conditions, lower price needs to be verified live by one of our representatives and lower price itinerary must much apples-to-apples, meaning hotel, room type, discounts and cancelation policy have to be identical.
 
Orbitz hotel price guarantee’s terms and condition on our website also state, in order for a refund of the difference for an approved claim to be paid, travel must be completed and if customer qualifies for the $50.00 Orbucks credit, it would be provided within 3 to 4 week after travel is complete. At the time the claim was submitted, Mr. [redacted] travel was not completed. Based on the information provided above, we are unable to honor Mr. [redacted] best price guarantee refund request.
 
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 /* (1000, 5, 2014/03/14) */
Dear Mr. [redacted]
The Revdex.com has shared your recent correspondence pertaining to the payment issues you encountered when arriving at the Red Roof Inn Aberdeen. I appreciate the opportunity to review your account and...

respond to your concerns.
Please know that when a prepaid hotel booking is confirmed via the Orbitz website, the hotel will charge a credit card provided by Orbitz for your stay. We certainly apologize for any confusion with how to process the payment, but the hotel already charged your stay to our credit card and an authorization code given. This information was faxed to the hotel by our agent to clear up any misunderstandings.
Nevertheless, due to the inconveniences you encountered, we would like to offer you a $50 promotion code on your next Orbitz.com prepaid hotel booking. Our promotion code 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 redeeming the promotion code:
Your promotion code is [redacted] and is valid in the amount of $50.
When you make your next hotel booking on Orbitz.com, on the homepage, please add the promotion code in the space provided. This amount will be instantly deducted from the total cost of your booking.
Below are the Terms and Conditions associated with the Promotion Code:

The Unique Promotion Code (UPC) is valid on qualifying prepaid hotel bookings. Unique Promotion Code is valid for one year from the date of issue.
The value of the hotel booking must be greater than the value of the promotion code.
Use of the Unique Promotion Code nullifies the eligibility for the Best Price Guarantee Program.
Mr. [redacted] Orbitz values your business, and we look forward to serving you with your future travel planning needs.
Sincerely,
[redacted]
Orbitz Customer Relations

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]

March 30, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: S-[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 Mrs. [redacted] complaint she is unhappy with the changes that were made to her flight reservation. On March 29, 2016, we contacted Mrs. [redacted] to acknowledge receipt of the Revdex.com complaint but were but were unable to reach the consumer.The customer self-booked a flight reservation with an Orbitz customer service agent. The flight reservation was operated by [redacted] Airlines, with flights departing from Chicago to Naha on March 25, 2016, and returning on April 4, 2016.On March 29, 2016 Orbitz contacted [redacted] Airlines and spoke to a representative who was able to verify that the customers return flights are confirmed for departing from Naha on April 2, 2016 and arriving in Chicago, IL on April 3, 2016. If the customer needs further assistance please contact our customer service. Our agents are available to assist 24/7.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

Dear Mr. [redacted],
Roman","serif"; font-size: 11pt;">The Revdex.com has shared your recent correspondence pertaining to your refund request in the amount of $2,334.80, stating you attempted to cancel your flight reservations within 24 hours of the initial booking. On behalf of CheapTickets, I apologize for your disappointing experience, and appreciate the opportunity to review your account and respond to your concerns.
Upon reviewing your account, we were able to confirm that on February 5, 2016, you contacted [redacted] to cancel your flight reservations for a full refund, stating you were unable to get through to an agent the previous day to cancel within the 24 hours cancellation period. At that time, it was advised that the tickets were non-refundable and non-transferable, as they were no longer within the 24 hour void period the full terms and conditions agreed upon at the time of booking would now apply to any cancellations or changes.
On February 6, 2016, we were contacted again to request a refund. At that time, the assisting representative advocated on your behalf with both [redacted] Airlines and [redacted] Airlines, who declined to offer a waiver to refund the non-refundable flight reservations.
The following terms and conditions are applicable to the customer reservations and were agreed to at the time of booking:
•              Tickets are non-refundable and non-transferable.
•              For changes there is a $200.00 per person change fee per airline, plus any increase in airfare that will apply at the time of rebooking.
•              For cancellations the customer will have one year from the original ticket issue date to complete their travel reservations.
As a travel agency, [redacted] is required to follow all airline rules and restrictions associated with each booking.  Each airline has its own specific set of policies and procedures, as does each ticket purchased or package reserved.  [redacted] Airlines and [redacted] Airlines are the operating carriers and merchants of record (the entities that received your funds and the companies that charged the credit card). The change fees and increases in airfare are set and collected by the airlines. 
Mr. [redacted], your concerns have been given every consideration, but we are unable to grant your refund request.  We understand this is not the response you were hoping for, but we do hope that we have a future opportunity to serve you in the future.
Sincerely,
[redacted] Customer Relations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11150276, and find that this resolution is satisfactory to me.
Sincerely,
David [redacted]

Dear Mr. [redacted]

0pt;"> 
The Revdex.com has shared your recent correspondence pertaining to Orbitz confirmation numbers - [redacted] & [redacted].  I appreciate the opportunity to review your account and respond to your concerns.
 
Upon reviewing your account, I do show that you confirmed four hotel bookings with Orbitz for August 25 at ** Cancun - All Inclusive. However, you were contacted by ** Cancun on May 13, 2016, that the hotel was under construction and was not able to honor your bookings. Please know that at the time your reservation was made the hotel was not scheduled for any construction.
 
At Orbitz, we understand the importance of notifying our customers of any changes that occur to your hotel booking. Upon reviewing your reservation, I do show that you were given similar alternate options.
 
Your three options are –
 
Option # 1 – Paradisus Playa Del Carmen La Esmeralda located in Playa Del Carmen, Mexico. This property is considered an upgrade because this is a new hotel with more restaurants than ** Cancun with many different facilities.
 
Option # 2 – Paradisus Cancun located in Cancun, Mexico.  The property has received Four-Diamond honors since 2006 by [redacted].
Option # 3 - Cancellation without penalty.
 
Mr. [redacted] both the hotel options are similar properties with higher star ratings and sa** amenities as ** Cancun.  As with airlines, hotels are also subject to relocate customers under unforeseen circumstances as in your case.  Please understand ** Cancun made the decision to close the property due to construction and this was not Orbitz’s decision. 
 
Furthermore, I found that you requested a higher priced option due to the hotel’s issues. You have the option to book your preferred the property.  However, you will have to pay the price difference since ** Cancun has offered alternate properties that are sa** or above the star rating of ** Cancun. Orbitz is not in a position to pay for the price difference, because of the options provided by ** Cancun.  Please know that ** Cancun is not an Adult’s only property and that your property choice of Vine by Secrets is higher category property, and the rate was higher even at the ti** you made your original booking.  Furthermore, Vine by Secrets is not associated with Melia properties.
 
Mr. [redacted] if you can please advise your preference from the above three options provided, I will be happy to assist with your bookings. Please know that Orbitz was doing all possible to assist with your bookings.
 
We certainly regret your disappointment in our services, but we were making every effort to assist with your requests. 
 
Sincerely,
 
[redacted]
Orbitz Customer Relations
Chicago, IL

Dear Mr. [redacted],   The Revdex.com has shared with us your correspondence regarding your recent experience with Orbitz. It is my understanding you are requesting a refund for your vacation package to Miami with Orbitz booking number [redacted] due to a death...

in your family. I appreciate the opportunity to review your account and respond to you.   On behalf of Orbitz, I would like to express my deepest sympathies for the loss of your loved one.   Please know I have contacted both [redacted] and the [redacted] Tampa Downtown and both suppliers have authorized a full refund for each reservation; therefore, a refund in the total amount of $240.05 has been processed to the original form of payment. The amount will reflect on your balance within 3 to 5 business days. Mr. [redacted], if you have any further questions or concerns, please let me know. 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: To quote Orbitz "Unfortunately, customers
are unable to review the actual amounts during the booking process; only after
the booking is complete, and the confirmation email is generated with the
service fee amount to be advised,"  So the fee is not disclosed until it is too late to book elsewhere and avoid paying the fee.
Orbitz also said “Most airline tickets
purchased on Orbitz.com do not include a service fee. Certain tickets carry a
fee ranging from $6.99 to $25."  For my transaction their fee was more than the $25 maximum they claim,  I was charged a fee of $43.98
I am seeking a refund of the $43.98 fee.
Sincerely,
[redacted]