Orbitz

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 I appreciate the response and resolution and hope that the company will further train and empower its customer service representatives to resolve these issues quickly Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this initial response is satisfactory to meThe company has reached out to me for additional details and has indicated that they will further research the problem to see if they can provide a resolution We will wait to see if this continues to be a problem for us Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2014/02/06) */ Dear [redacted] The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you furtherI understand you confirmed a reservation on our websiteHowever, the reservation was confirmed for the incorrect datesYou would like the money charged to changen the ticket refunded, as you are claiming this was an error caused by the websiteI appreciate the opportunity to review your account and respond to youOn behalf of Orbitz, I sincerely apologize for the disappointing experience After reviewing your account, I show your reservation confirmed for travel on April 2, At Orbitz, we understand the importance of our website displaying accurate information during the booking processTo ensure the accuracy of our site, we keep website logs of our customers booking processI have checked the logs of your booking process, and it does show your search and confirmation page was for February 14, Once the reservation was completed, the flight details were also viewable on the website under your "MY TRIPS." I have attached a screen shot of the website recapping the flights, and dates given during the booking path I do empathize with your situation, but as a travel agency, we are required to follow all airline rules and restrictionsAs we are not showing this was a website error, unfortunately, will are unable to refund the penalty fees charged to change the ticket [redacted] I wish that I could offer you a more favorable responseWe appreciate your business, and we look forward to serving you in the future Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

May 18, 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 [redacted] for flight reservationWe understand from Mr [redacted] complaint he is requesting a refund for a flight reservationOn May 18, 2016, we attempted to contact Mr [redacted] to acknowledge receipt of the Revdex.com complaint but were but were unable to reach the customer.Our records indicate on April 30, the customer self-booked a one-way flight reservation using Orbitz.com for two travelersThe flight reservation was operated by [redacted] Airlines, with flights from Baltimore, MD to Chicago, IL departing on May 28, 2016.We are able to confirm that per Revdex.com case ID [redacted] The customer was offered a $ [redacted] to be used towards a future reservationDue to this a $refund has been processed to the customers [redacted] Airlines flight reservation this 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 Mr [redacted] credit card company to process refunds.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

February 5, 2017Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted] Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a packageWe understand from the customers complaint he is requesting a full refund of his flights within the packageOur records indicate on January 11, the customer self-booked a package reservation for two travelersThe customer purchased a four night hotel reservation at [redacted] Hotel checking in on May 4, 2017, and checking out on May 8, The customers flights were operated by [redacted] Airlines, departing from Pittsburgh, PA to Dublin on May 4, and returning on May 4, 2017.We can confirm that Mr [redacted] contacted customer service on January 12, in regards to canceling his package reservationThe agent assisted the customer with canceling the entire packageA refund of the customers hotel was processed back to the customers original form of paymentSince the flights were successfully voided within hours of purchase, normally the flights authorization would typically release within 24-hours.Since the customer booked the reservation using a payment plan the flights were billed in full therefore we are unable to authorize the release of the customers fundsThe payment plan is handled through a lending company called AffirmIf the customer has questions about the billing of the reservation we request Ms [redacted] contact the Affirm and use the link below for guidancehttps://www.affirm.com/faqs/ 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

August 19, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted] Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding a flight reservationWe understand from Ms [redacted] complaint she is requesting a refund due to a site error.Our records indicate on August 2, the customer called Orbitz due to being charged for Frontier flights that she was unaware was purchasedWe can confirm that this matter was resolved when the customer was refunded a total of $1,The time it takes the refund to post to the customer’s account depends on the time it takes the customer’s credit card company to process refunds.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

October 13, 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 Eugene [redacted] (Revdex.com case number [redacted] ) regarding his OrbucksWe understand from Mr [redacted] complaint he is requesting a refund of Orbucks.Our records indicate on October 3, the customer booked a hotel reservation for a one night stay at the iSanook Residence checking in on November 16, and checking out on November 17, The customer used Orbucks to pay for the reservation.Our records confirm that the customer canceled the reservation the same day and was refunded OrbucksWe are able to confirm that a new reservation was booked the same dayAfter further reviewing the customers loyalty rewards we are able to confirm that on October 4, the customer was provided Orbucks.When Mr [redacted] canceled his first reservation Orbucks immediately expiredAfter further review we are able to confirm that due to a system error the customers Orbucks expired earlyDue to this as of October 13, Orbitz has added Orbucks to Mr [redacted] account.We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] Tier Customer Service

Complaint: [redacted] I am rejecting this response because: They are saying that the deal is from a "membership" website, which to me means that you have to be an exclusive member to get the dealThis is not the case as anyone can go on [redacted] and get the deal and what the requirements were is that anyone in the public could obtain this deal I think they should not be able to post "best rate guarantee" if they have things in the fine print that their representatives don't tell you about or won't take websites open to the public that anyone could getAs a customer I rely on the rate guarantee to not purchase other rates, and then after going through all of this "claim" work I would have missed out on the deal from the other website and I do not think that is a fair policy Sincerely, [redacted]

January 7, 2017Revdex.comComplaint Department – OrbitzRe: Orbitz Case # [redacted] Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding a flight reservationWe understand from the customers complaint he is unhappy about the price increase and is requesting a refund of the differenceOur records indicate that on December 19, the customer self-booked two one-way flight tickets for one passengerThe customers departure flights operated by [redacted] were scheduled to depart from Los Angeles, CA to Orlando, FL on January 6, The customers return flights operated by American Airlines were scheduled to return from Orlando, FL to Los Angeles, CA on January 8, 2017.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 providersWe utilize a live inventory system for our flight reservationsThe inventory is updated regularly as purchases are made and prices changeThese updates are directly linked to the vendors availabilityWe regret if the customer felt the prices were not competitiveAirfare is only guaranteed once the purchase has been completed and the tickets have been issued.After reviewing a screen-by-screen record of Mr [redacted] booking we are able to confirm that on December 19, the price that was displayed prior to the confirmation page being shown was $Without any notification the reservation was confirmed at the rate of $Due to the inconvenience Orbitz processed a refund of $on January 7, 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 Customer Service

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 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 packageWe understand from Ms [redacted] complaint she is requesting a full refund of her package reservation Our records indicate on July 4, the customer self-booked a purchased a package reservation for two travelersThe customer purchased a six night hotel reservation at [redacted] Cancun All Inclusive, checking in on July 14, 2016, and checking out on July 19, The customers flights were operated by [redacted] , departing from Newark, NJ to Cancun on July 14, 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 providersBased on the hotel cancelation policy Ms [redacted] agreed upon when booking the reservation, “The room type and rate selected are non-refundableShould 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, in regards to canceling her package reservationThe agent that assisted the customer voided the customers flightsSince the flights were successfully voided within hours of purchase, the authorization of $should have been released back to the customers cardThese authorizations typically release within 24-hoursDue 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, an agent in our customer service was able to reach a reservations agent at the hotelAfter reviewing the customers non-refundable reservation the hotel authorized a refund of the reservation minus the first two nightsAs of July 8, a refund of $was processed to the customers original form of paymentThe 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 attentionIf 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: I just got off the phone with [redacted] Airlines after being on the phone with them for over an hour (including all of the times I was asked to hold) and was referred back to OrbitzI tried using the directions provided in the last response from Orbitz, however the record locator and itinerary number provided by Orbitz when the reservation was cancelled is not recognized by the website Yet again the buck has been passedOrbitz - you are the worst travel company I have ever had to deal withI will NEVER use your site again as you have made no effort to assist the customerYou continue to rip people off, pass the buck and give informationI should have booked elsewhere to begin with Sincerely, [redacted] ***

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 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 unhappy about a current flight reservation.Our records indicate on November 6, the customer self-booked a round trip flight reservation using Orbitz.com for three travelersThe flight reservation was operated by [redacted] Airlines, with flights departing on December 9, from New York, NY to Chicago, IL and returning to December 11, 2016.After reviewing a screen-by-screen record of Ms [redacted] booking made on November 6, we have confirmed that there was site error changing the time of the customers flightsPrior to inputting the credit card details on the review your trip page Ms [redacted] flights were displayedFurthermore we are able to verify that a confirmation email was sent to the email address on file at 8:am on November 6, This email was not reviewed until November 18, at 4:40pm.We sincerely regret that we are unable to offer a more satisfactory response or resolution to the customers concernAt Orbitz we try as much as possible to provide not only excellent customer service but we also try to exceed what is expected of usHowever we know that there are some instances when policies associated with the purchases made on our website cannot allow for a resolution that is more favorable to our customersWe are not trying to discharge ourselves from any responsibility; we only want to convey that we were able to provide Ms [redacted] with the necessary information related to her flight purchase before our system asked her to complete the reservation online.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

I was on the phone for over an hour switched back an forth from agent to supervisor as an attempt to resolve ticketing issues Very frustating, time consuming I dont know who, how or why the ticket times or traveler names were changed They are NOT willing to make any changes to resolve the situation Can someone help with this situation? It should not be this difficult to make any travel arrangements!

May 11, Revdex.com Chicago and Norther Illinois Complaint DepartmentRE: Orbitz Case [redacted] Dear Revdex.com, Thank you for contacting 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 carWe understand [redacted] is requesting a refundOur records show on April 22, [redacted] , or a person authorized for their account, reserved a prepaid midsize SUV with Right Cars for five days with pick up on April 23, for $107.13.We received a call from our customer on the day of pick up advising that the rental car company was not willing to accept the insurance information or documents provided as proof of coverage and was requiring the purchase of their own coverageOur customer advised the car was not taken and a refund was requestedWe were able to verify with Right Cars that the reservation was not used, and a full refund was provided on April 24, 2018.It’s not unusual for car rental vendors to require proof of insurance for coverages that are required by localities to drive a vehicle; and, in some cases car rental companies may require collision coverage as wellHaving proper insurance coverage and correct documents is always the responsibility of the driver and can vary slightly from one car vendor to anotherIn all cases we recommend contacting the rental car company to verify coverages and documents that are requiredWe understand from our notes this rental car experience may not have met the standard of service our customer has come to expect from OrbitzWe have provided a coupon as a gesture of goodwill, which is good for up to $of the base rate of a prepaid hotel or hotel package purchased in the account within the next months 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] Corporate Customer Service

August 2, 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 Desislava Balasa (Revdex.com case number [redacted] regarding a flight reservationWe understand from the customers complaint they are requesting a full refund of their flight ticket.Our records indicate on May 9, the customer self-booked a round trip flight for one travelerThe flight reservation was operated by [redacted] Airlines, with flight departed on July 28, from Sofia connecting in Istanbul and arriving in Washington, DC and returning on October 15, 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 providersBased on the fare rules the customer agreed to at the time of booking, the tickets were non-refundable with a change penalty fee of EUR per passenger would be charged.We have confirmed that on July 18, the customer contacted Orbitz to received assistance changing their fightsPer the documentation the customer was advised of the fare rules and declined to change the ticket.As an effort to advocate on the customers behalf we reached out to [redacted] Airlines on August 2, We were advised that the passenger fully utilized the outbound portion of the ticketThey also advised that there is no policy in place for flights departing in October therefore at this time they are unable to authorize a full refund of the customers return flights.We sincerely regret that we are unable to offer a more satisfactory response or resolution to the customers concernAt Orbitz we try as much as possible to provide not only excellent customer service but we also try to exceed what is expected of usHowever we know that there are some instances when policies associated with the purchases made on our website cannot allow for a resolution that is more favorable to our customersWe are not trying to discharge ourselves from any responsibility; we only want to convey that we were able to provide the customer with the necessary information related to the flight purchase before our system asked the customer to complete the reservation online.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

Dear [redacted] , The Revdex.com has shared your recent correspondence pertaining to your refund request for the charges incurred for WiFi services at the Grand [redacted] Principe La [redacted] - All Inclusive as the service was inadequateOn behalf of Orbitz, I apologize for your disappointing experience, and appreciate the opportunity to review your account and respond to your concerns We certainly regret to hear of your disappointment in the WiFi services provided during your stay This is an amenity provided and charged by the property directly, and is not in the control of Orbitz [redacted] , we would not be able to grant your refund request of the charges incurred for the WiFi as this was charged by the property directly Nevertheless, as a gesture of our sincerity, Orbitz would like to offer you a $USD future travel [redacted] on your next prepaid Orbitz.com airline, hotel or vacation package 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 $ [redacted] in your request Orbitz will then issue a credit to the card used for the new booking This offer is valid until June 28, [redacted] , we appreciate your business, and we hope you will provide us with a future opportunity to serve you with your travel planning needs Sincerely, [redacted] Orbitz Customer Relations Tell us why here

Complaint: Dear Jeanna, I forgot to mention in my previous answer that last time when I talked to Orbitz I was told that AirFrance is willing to lower the fee for changing the date of flight to $Still I think I should not pay a penny more due to the fact that I had been askes to pay for changing the ticket when my mother had her last daysAlso when I called Air France, I was told that they can not make any changes to the ticket, since it was purchased on Orbitz's websitePlease advice I am rejecting this response because: Sincerely, Sharon [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10927598, and find that this resolution is satisfactory to me Sincerely, Karmandeep [redacted]

January 7, 2017Revdex.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.We regret that the customer was inconvenienced by recent charges when attempting to book their flightsTypically, our system authorizes a small amount to ensure that the credit card is validWe understand that in this particular case the customer’s credit card was authorized for the full amount of the reservationOnce we receive that authorization, we forward the information to the airline so that they may charge the customer directly for the flights.Our records reflect Ms [redacted] contacting Orbitz on December 19, regarding the charges on her credit cardDue to the inconveniences the assisting agent provided Ms [redacted] with a $voucher that may be used on future reservationsAt this time no further compensation is able to be provided for this matter.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted] Tier Customer Service

Dear Mr [redacted] , Thank you for the quick response, and I am happy to address your continued concernsWe have found February 19, was to be the original travel date selected, and we are unable to explain the reservation discrepancy you describedAccording to my research, the booking was made privately, meaning there was no assistance from a telesales representative to book the ticket over the phoneIt 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 processThroughout the booking process, the website recaps the selections made by the customer Within minutes of the booking, Orbitz also generates an ‘Orbitz Travel Document’ email confirming the flight dates, flight numbers, and timesOur customers may review their booking at any time in their online 'My Trips' profileMr [redacted] , thank you again for giving me the opportunity to address your concernsSincerely, [redacted] Orbitz Customer Relations Chicago, IL