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Reviews Travel Agency Orbitz

Orbitz Reviews (2427)

Orbitz is terribleAir China has changed my flightthey're expecting me wait days at at BeijingIt's taking days on the phone with Orbitz and they cant change my ticket or refund my moneyWhat give now im on the eve of my travel dateand they havent yet confirm my flight I will never do business with this companyI will never recommend them to anyone I knowI will spend the next days online sharing my story to the world

August 15, 2016Revdex.comComplaint Department – Orbitz Re: 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 a refund of her canceled flight reservations.Our records indicate that on March 28, the customer self-booked a round trip flight for two travelerThe flight reservation was operated by [redacted] Airways, with flights departing on August 13, from New York, NY to Cancun on August 20, 2017.From time to time and for a variety of reasons, airlines issue schedule changesWe understand that these changes can be inconvenient, time consuming and not customer friendlyHowever, 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 providersDynamic Airways was the operating carrier and merchant of record for the customers departure flights (the entity that received the funds and the company that charged the credit card) on this itineraryOrbitz has no control over when, or how often, airline initiated schedule changes occurOrbitz cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies.As of July 8, Dynamic Airways sent a notification to Orbitz about the customers flight reservations advising that due to a schedule change they have canceled the customers ticketsDue to this Orbitz was required to request a refund waiver code from Dynamic AirwaysPer documentation on July 25, an agent assisting the customer reached out to the airlines and was advised that it will take 7-days to have the waiver code generated so we are able to request a refund for the customers tickets.On July 24, Dynamic Airways provided Orbitz the refund waiver code allowing Orbitz to request a full refund of both ticketsThe refund was processed to the customers original form of paymentThe time it takes the refund to post to the customer’s account depends on the time it takes the airlines and the customer’s credit card company to process refundsAt this time we are unable to provide additional compensation due to the customers inconveniences.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

Revdex.com: I appreciate the company's comments indicating that the situation was not uniquely its own faultNevertheless, I would strongly urge Orbitz to review its customer service procedures to ensure that agents are more carefully trained to understand and effectively route customers' concernsI would note, to that effect, that minutes after my three-hour conversation with Orbits I received an email (1) stating that Orbitz had unsuccessfully tried to contact me via telephone and (2) advising me to contact the airline directlyThat kind of communication frankly adds insult to injury because (1) no incoming calls were ever placed, and Orbits had my correct number on file and (2) I had explained in painstaking detail that it was impossible to contact the airline, an experience shared by the Orbitz agents themselvesNevertheless, I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI would like to thank the Revdex.com for its efforts to keep companies to account Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 10, 2015/07/28) */ Dear Ms[redacted] The Revdex.com has shared your recent correspondence pertaining to a package booking that was made recently on our websiteI appreciate the opportunity to review your account and respond to your concernsMy understanding is that you are stating there was a website error when the booking was made which then reflected incorrect dates for the hotel reservationYou contacted Orbitz, and an agent named [redacted] stated that you would be given a $or $future travel creditWhen you contacted us back, the second person, a manager named Matthew stated he could not see any notation that credits were offered On behalf of Orbitz, I apologize for any inconvenienceIn review of the booking, this was self-booked, the dates that were booked, would have to be entered by the person making the reservation I have reviewed our records, and I do show that a future travel voucher for $was issued to you Here are the instructions for redeeming the 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] 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 July 27, Thank you for the opportunity to review this matter with youPlease be assured we value your business and look forward to serving you in the future with your travel planning needs Sincerely, [redacted] Orbitz Customer Relations

July 22, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted] Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] ***We regret to hearMs [redacted] did not accept our response and/or resolution offered.On July 20, we contacted Ms [redacted] via phone due to her requesting to cancel her flight reservation in her first Revdex.com complaintUpon speaking to Ms [redacted] she advised that she still wanted to use her flight reservationDue to this we are unable to offer a full refund to the customerAlso, as previously advised by Ms [redacted] she only was charged $to change the reservation as the $was refunded.We thank you for allowing us to address this matter furtherIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted] Tier Customer Service

Dear Dr [redacted] , The Revdex.com has shared with us your correspondence regarding your recent experience with OrbitzIt is my understanding you are upset with the service you received when contacting Orbitz to use a credit from a canceled flightI appreciate the opportunity to review your account and respond to your concerns On behalf of Orbitz, I would like to apologize for any frustration this has caused youOur aim is to meet or exceed customer expectations, and I regret that in this case, we fell short of our goal Please know I have forwarded your complaint to the Director of our Customer Service Center for review Clearly, our representatives should have handled your inquiry more appropriately Our Director will address this issue with the agents to ensure better service in the future Dr [redacted] , when you have a credit from a canceled flight you must contact our Customer Service Department to use the credit as this cannot be done on via the Orbitz websitePlease understand while we do regret your disappointment with the service you received, the credit from your canceled flight is a credit with [redacted] Airlines and not with Orbitz; therefore, we do have to follow the rules placed on the reservation by the airlineUnfortunately, as the original ticket was non-refundable, Orbitz is not in a position to provide a refund for the ticket; however, you do still have the credit from the canceled flight, which is valid until October 15, 2016, to use towards a new [redacted] Airline booking 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 towards your next Orbitz.com bookingOur future travel 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 and my letter offering the $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 February 18, We appreciate your business and do hope you will use Orbitz in the future for your travel needs so we may restore your faith in our products and servicesSincerely, [redacted] Orbitz Customer Relations Chicago, IL

Initial Business Response / [redacted] (1000, 5, 2014/12/17) */ Dear Mr[redacted] , The Revdex.com has shared your recent correspondence pertaining to the shuttle service reservedI appreciate the opportunity to review your account and respond to your concerns Please know that upon reviewing the ground transportation reserved, we do show that you were confirmed; however, this is not a private serviceThe shuttle does stop at other properties, which are listed during the booking processAlso, once your booking has been confirmed, you must contact Majestic directly to set your pickup timesBelow are the instructions listed on your voucher Redemption Instructions You must print this voucher and present it in order to redeem servicesPLEASE CONTACT MAJESTIC TOURS AT LEAST HOURS AFTER BOOKING TO RESERVE YOUR TRANSPORTATION Please call XXX-XXX-XXXXUpon arrival in Nassau please proceed to the Majestic Tours desk in the arrivals area and present your voucher to the Majestic representativePlease reserve your return transfer at this time, as it must be booked at least hours prior to your flight departureReturn transfers can also be booked in person between 8:AM-PM daily at one of the Majestic Tours service booths in Atlantis Coral Towers, Atlantic Beach Towers, Comfort Suites, Sheraton Grand Hotel, Holiday Inn SunSpree, Nassau Beach, Radisson Cable Beach, Wyndham Nassau, or British Colonial Mr[redacted] , if Majestic was not contacted as advised, they would not schedule your pickupIf they are contacted, they [redacted] be at the airport pickup location, but again, this is a shared shuttleDue to any confusion, as a one-time gesture of goodwill, I [redacted] process a refund on the shuttle serve onlyThe refund in the amount of $ [redacted] be processed back to the credit card used to confirm the bookingPlease allow to business days for the refund to process Mr[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

Initial Business Response / [redacted] (1000, 5, 2014/08/15) */ Dear [redacted] The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you furtherI understand you booked a room at the Renaissance Portsmouth-Norfolk Waterfront HotelWhen you arrived at the property, the hotel quality was not what you expected, so you are requesting a refundAlso, you are upset with the hold time and the service you received when you contacted our service department I appreciate the opportunity to review and respond to youOn behalf of Orbitz, I apologize for the disappointing experience and the inconvenience this caused youOrbitz strives to provide the best possible customer service, and I regret that in this case, we fell short of our goal Please know the hotel has declined to offer a full refund because the room was usedI show a refund in the amount of $was processed on August to the Visa Card ending in [redacted] Also, you were issued a $future travel voucher which I have increased to $to use 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 needsHere 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] reference case number [redacted] 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 August 15, [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

Complaint: [redacted] I am rejecting this response because: I would like access to use my credits that were given when I cancelled the flight that I booked and paid forOrbitz has said I cannot use them because my friends name was on the "ticket" even though she does not have an orbitz account for you to send the credits to, hence why I paid using my account and credit cardI understand there would be a fee to change the name on the credits but when I called orbitz customer care line they said only my friend is allowed to use themI would like to know how Orbitz plans to notify my friend of her credits if they are "non-transferable" without using my orbitz account or contact information? Sincerely, [redacted]

October 22, Revdex.com Orbitz.com - Alaska, Oregon & Western Washington / E.ca - Mid-Western and Central Ohio Complaint Department Re: Orbitz Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from our client, [redacted] We regret to hear that the customer did not accept our response and/or resolution offered We have further researched Mr [redacted] complaint (Revdex.com case number [redacted] regarding a cruise promotion not received, and after giving the matter our full consideration, we stand by our previous decision and are unable to accede to Mr [redacted] request of a refund As previously stated, Orbitz is not allowed to provide assistance with flights purchased through low-cost carriers, who utilize our site for booking purposes Spirit requires that customer’s interact directly with their agents for any issues Our previous response gave the following information on how Spirit requires customers request assistance: · The customer must interact with Spirit for a refund or credit request Spirit Airlines complaint process can be accessed at https://customersupport.spirit.com/hc/en-us/requests/new and the customer can fill out a form asking for compensation for the cancelled flight Spirit will review the complaint and contact the customer With regards to the customer’s question about booking a “package” that include more than one travel service bundled together; each vendor is an independent contractor and they still retain control of their portion of the reservation Each vendor sets their terms independent of the others When servicing a package itinerary Orbitz must abide by the terms and directions of each vendor, when assisting the customer If a flight is cancelled, the terms of the hotel or car rental, etc would still be the same as when booked We apologize to the customer for the inconvenience this situation has causedThank 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 – Customer Service Orbitz, Inc

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

I booked a round trip to Daytona Beach Florida for For departure on 10/9-10/15/and because of Hurricane Matthew I wanted to cancel On 10/Giving them days noticeI have been trying to cancel on computer to get a refund and all I get a error message of Server is temporarily unable to respondPlease try againI have tried several phone numbers and can't get through [redacted] I am unable to get through to no oneItinerary # **SSN***

Complaint: [redacted] I am rejecting this response because:Orbitz" statement that "refund of an airline ticket cancelled within hours after booking" per our records we can confirm that you were unable to successfully contact Orbitz customer service hours after booking" is absolutely false:As per my original claim to Orbitz, copy ofwich was sent to Revdex.com, I have concrete proof of:- a min call with an Orbitz agent on Sept 13:49pm telling I was to be called back- an incoming call from Orbitz (number [redacted] ***) on Sept14.13pm an min call during which I clearly requested the Orbitz agent to proceed with cancellation of the booking- On September at 16.48pm I received an incoming email from Orbitz telleing me "we are still in the process of contacting [redacted] Airways"This evidence shows Orbitz above statement is simply !Further, as to Orbitz' statement "we provide customers the option to cancel flights online through their Orbitz account" is also untrue:before calling Orbitz to cancel the flight, I intended to cancel the flight online through my account: that was impossible as the system indicated that the flight could not be cancelled "online" and that an Orbitz agent should be contacted.From the above it is obvious that Orbitz failed to timely cancel the flight with the airline; furthermore, the way Orbitz is dealing with my claim is simply unbusinesslike.My claim is serious and I expect a serious attitude from Orbitz ! Sincerely, [redacted] ***

November 29, 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 Ann Leung (Revdex.com case number [redacted] ) regarding a hotel reservationWe understand from Ms [redacted] complaint she is requesting a refund due to a recently submitted Best Price Guarantee claim.Our records indicate on November 15, the customer self-booked a hotel reservation for two travelers using Orbitz.comThe customer purchased a one night hotel reservation at [redacted] Kagoshima, checking in on January 15, and checking out on January 16, 2017.Starting on November 15, the customer submitted multiple BPG claimsAfter reviewing the claims we understand that some claims were denied due to the lower rate not be available at the time of validationWe apologize for any inconvenience this lapse in time may have causedWe would also like to apologize for the customer service issues experienced in trying to obtain a price match of the reservationWe would like the customer to know that every reservation is important to us and our main goal is to provide a smooth and pleasant experience to our members.After further review of the lowest price match submitted by the customer on October 16, we are able to validate the customers claimAs of November 29, Orbitz has submitted a refund of $We request the customer contact our customer service after travel is completed and refer to case number [redacted] to expedite the addition of Orbucks to their account.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted] Tier Customer Service

Complaint: [redacted] I am rejecting this response because: It is not relevant at all for you to keep mentioning that I "should have been at the airport hours early"I did not sign a contract with Orbitz saying that I HAD to arrive to the airport hours early in order to be treated with respect and not be lied to about my flightI planned according to my personal situation and experienceIf I felt I needed more time to make the scheduled 1:20pm flight, I would haveThe taxi was already reserved and we only stayed because once you get to an airport in Mexico you have no way to contact OrbitzI do professional travel planning for [redacted] , so I a am very well versed and trained in time managementFuthermore, I did take the Orbtiz representatives advice and arrived at the airport in time to catch a different [redacted] flight out but when I got to the kiosk they said they had no record that I even talked with Orbtiz that dayThis happened in liu of the fact that I specifically asked your representative to leave notes in my file so that airline would know what happenedThe airline confirmed that they could not do anything without Orbtizs sign off (which I already knew before leaving the hotel) so we literally could do nothing with Detla without being charged full priceI refused to accept the alternative plans Orbitz provided because they wanted me to pay for everything myself, nothing was being comped and that is not the way you treat a customer when your company is responsible for the mistakeWhile on the phone with Orbtiz (before my flight had even left) Orbitz still had still not even admitted fault for the incorrect email they sent meThey lied and said they never sent that email at all and could find no record of itThey were taking no responsibility for their mistakeOrbitz told me if I could send them a screenshot of the email they would accept responsibility but once it was sent they only came up with another excuse/lie which was that the word "depart" actually means "check in"This company is a disgrace! Even now, you're trying to come up with excuses for why this isn't your fault when you've blantently lied and sent a flight reports! I demand proper treatment and full compansasion for the flights I had to pay for out of pocket because the alternative given to me from Orbtizs was to pay $each in reservation changes + the $fee each for flight changes + the difference in flight fares from the airline + whatever price it would have cost to stay in another hotel overnightHow can you possibly think it's good customer service or even fair to charge a paying customer all of these fees when it was your communication error/lie that caused everything? Sincerely, [redacted]

July 8, 2016Revdex.comComplaint Department – OrbitzDear 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 reservation.Upon further research, we are unable to locate an Orbitz.com account related to Ms [redacted] complaintWe respectfully request that Ms [redacted] provide us with an email address used to book the reservation and the itinerary numberThe requested information will enable us to appropriately address the customers concerns.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 usSincerely, [redacted] Tier Customer Service

Dear Ms [redacted] , The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you furtherIt is my understanding that you are upset to find that your reservation under record locator [redacted] did not qualify for our Best Price Guarantee ProgramI appreciate the opportunity to review and respond to your concernsAs with any Marketing program, there are terms and conditions that one must meet to receive the rewardWe do state in our terms and conditions, that the price difference cannot be due to taxes, fees, a change in or use of a different foreign exchange rate, or the use of a promotion code, coupon code, or other discount on a competitor’s siteAlso, after reviewing the screen shot you sent; we show the base rate was higher than what was booked on Orbitz.comUnfortunately, as the terms and conditions were not met; we cannot approve your claimHowever, I do show you were issued a $future travel voucherThat voucher has already been redeemed to the credit card used to make the new bookingIt usually takes to business days for the refund to post to the accountMs [redacted] , thank you for allowing me to review this with youWe appreciate your business, and we hope to have an opportunity to serve you in the futureSincerely, [redacted] Orbitz Customer Relations Chicago, IL

Initial Business Response / [redacted] (1000, 5, 2015/03/24) */ Dear Mr[redacted] The Revdex.com has shared your recent correspondence pertaining to the Orbucks associated with your Orbitz accountI appreciate the opportunity to review your account and respond to your concernsMy understanding is that you booked a flight reservation on December 25, and at that time we had a promotion that was giving you a total of $in OrbucksYou made a hotel booking in late January, using some Orbucks credit, but had to cancel the hotel before the check in dateYou were stating that you are still showing a deficit of $Orbucks in your account On behalf of Orbitz, I apologize for the inconvenienceUpon review of your account, I have now reinstated the missing $in Orbucks, and your account is now up to date Please be assured that your business is appreciatedWe hope to have the opportunity to serve your travel needs in the future Sincerely, [redacted] Orbitz Customer Relations

May 9, 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 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***’s complaint he is requesting a refund for a flight reservation.Our records indicate on February 4, the customer self-booked a one-way flight reservation using Orbitz.com for one travelerThe flight reservation was operated by [redacted] Air, with flights from New York departing on February 5, 2016We can confirm that Mr [redacted] contacted Orbitz on February 4, 2016, to cancel the reservationOur agent immediately canceled the customer’s reservationSince the flights were successfully voided the same day of purchase, the authorization of $1,should have been released back to the customers cardThese authorizations typically release within 24-hoursWe recommend that Mr [redacted] contact his bank for more information regarding these authorizations and timeframes for their releaseOrbitz regrets any inconvenience the customer encountered, however, we are unable to honor his request for a refund or compensation.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 usSincerely, [redacted] Tier Customer Service

May 23, "Arial","sans-serif";">Revdex.com Complaint Department – Orbitz.com 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 youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding car rental reservationsWe understand the customer is requesting a refund of $for the Orbitz car collision damage protection Our records indicate that on May 1, 2016, the customer booked car reservations – itinerary [redacted] – using the self-service tool on the mobile siteCar rental was provided by [redacted] for an economy size car, picking up May 1, 2016, in San Diego, California for seven nightsThe customer booked the Orbitz car collision damage insurance in conjunction with the rental car reservations Upon further research, we were able to confirm May 2, 2016, the customer contacted Orbitz stating they were charged for car insurance directly by [redacted] On May 5, 2016, the amount of $was refunded back to the customer’s original form of payment The amount of time it takes for Ms [redacted] to receive a refund depends upon how quickly her credit card processes refunds We hope that with the information provided, we have addressed all of the customer’s concerns and look forward to assisting them further with their future travel needsIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] Tier Customer Service

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