Orbitz

Complaint: [redacted] I am rejecting this response because: I have attached the email from the hotel which states that the transaction was cancelled before they ever received the reservation Marriott states that Orbitz is the company that was paid for the transaction I spoke with Mr [redacted] and he stated that if the reservation had not been cancelled, Marriott would allow me to change the dates 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 flightsI have requested a confirmation number for the cancellation three times by phone and was told by Orbitz it would be emailedTo date I still have not received the confirmation numberOrbitz has been extremely difficult to deal with and their response is unacceptable Sincerely, [redacted]

Orbitz just robbed me of $of a hotel I never checked into or stayed inNo refund, if you plan on donating your money for no return in service use this siteAbsolutely disgusted with these theivesNever use them to book for Aspen, CO

Complaint: [redacted] I am rejecting this response because: [redacted] from [redacted] (your partner) got in touch with me two days ago regarding the refundHowever, I have sent them repeated emails asking them about the status and I haven't heard from them ever since pertaining to my incident # [redacted] - [redacted] Since I have a medical emergency in the family I paid off the RMS collection agency for time being and had requested [redacted] to see if they can refund thatI am unsure what I did pay for since I didnt use any of your services in the first place.Even after repeated emails to her @orbitz.com email address I havent heard back since past two daysIt's quite painful to deal with either of you folks honestly even to get the refundWill update this once I hear back from [redacted] from Orbitz (who is [redacted] customer care representative) Sincerely, [redacted]

March 10, 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 experienced while attempting to book a reservationWe strive to provide the highest level of customer service, and regret to hear of the price increase experienced during Mr [redacted] recent booking attemptThough we understand the public misconception, this was not a “bait and switch” as he referred to it and is a common occurrence for anybody searching for and booking a trip within the travel industry or through a travel agent as Mr [redacted] did.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 issuedDue to this we are unable to alter any prices that have changed within the system due to the Airlines availability.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

Dear [redacted] , The Revdex.com has shared your recent correspondence pertaining to your schedule change for your Orbitz confirmation number [redacted] I appreciate the opportunity to review your account and respond to your concernsIt is my understanding, there was a schedule change on your flight on [redacted] Airways, and you were not notified by Orbitz, which caused you to cancel your flight, because there no other flight options for next four days I have checked your reservation history and do see an airline schedule change in your itinerary historyIt is recommended that all customers reconfirm their flights with the airlines hours prior to departure for any last minute changes they may have We certainly regret that your “My Trips” did not properly update, and that the email notification advising of the change in schedule was not received Although the schedule change is viewable in your itinerary history, your reservation did not fall into the proper queue for attention At this time, we are unsure how this unfortunate situation occurred Also I found that your airline tickets, hotel and car reservations have been refunded to your account on file Nevertheless, we apologize again for any inconvenience this has caused, and as a gesture of our sincerity, I have placed loyalty point into your account These are available for you to use immediately toward a prepaid qualifying hotel booking [redacted] , thank you for bringing this issue to our attentionOrbitz values your business, and we hope to have an opportunity to serve you in the future with your travel planning needsSincerely, [redacted] Orbitz Customer Relations Chicago, IL

Dear Mr [redacted] , The Revdex.com has shared your recent correspondence pertaining to your request to cancel you hotel booking; however, when you contacted our Service Center, they were unable to locate your reservation, but you were charged for the booking On behalf of Orbitz, we apologize for any confusion, and appreciate the opportunity to review your account and respond to your concernsWith the information provided in correspondence, we were unable to locate an account or itineraryAt this time, we are requesting that you please provide an itinerary number and/or the email address used to make the reservation The itinerary number can usually be found on the line of the charge card statement You may submit the information through the complaint submission on the Revdex.com websiteThis information will enable us to appropriately address the situation and upon receipt, Orbitz will be able to assist further.We thank you for allowing us the opportunity to address the issues, brought to our attention Sincerely, [redacted] Orbitz Customer Relations Tell us why here

Initial Business Response / [redacted] (1000, 5, 2014/09/15) */ To Whom It May Concern, Thank you for your feedback to OrbitzThis is regarding a ticket purchase on the website I have reviewed your correspondence, and understand there was a situation with time and date errors I do apologize for any inconvenience that this may have caused, and I would like to review and respond to your query The email which you have provided, [redacted] @gmail.com.; is not registered to an account If you could provide me with the Orbitz Record Locator or the email address that was used to book the reservation, I will be able to research the matter further Please be assured that Orbitz has no intention to mislead our customers, and I regret that you have had this perception Thank you again for contacting Orbitz, and I look forward to hearing from you Sincerely, [redacted] Orbitz Customer Relations Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/09/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I mentioned the name of the passenger, The orbitz number is Orbitz record locator PBORBXXXXXXXXXX The name of the passenger [redacted] the travel date were mentioned in the original complaint and this seems to be another of Orbitz' stalling tacticsAll that's being requested thus far is for the departing flight to be fixed to the afternoon/evening one, as the purchaser clicked on to begin withI would enjoin Orbitz to deal with the issue at hand Final Consumer Response / [redacted] (4200, 11, 2014/09/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) They switched the flight from that which was clicked and are refusing to acknowledge or make good on thisI will be sending out press releases at this point, as it involves a stroke victim Final Business Response / [redacted] (4000, 13, 2014/10/03) */ Dear Mr[redacted] In your most-recent email, you wrote about your dissatisfaction with a decision we had madeWe regret your continued disappointmentSince you have contacted us again, you clearly feel strongly about these issues Orbitz is not able to record bookings within our own firewallsThe screenshots that were supplied to you can only be recorded when the transaction is completed outside our firewallOnline bookings such as these are logged immediatelyWhen the transaction is completed, an email is generated advising you of the confirmation along with trip detailsThis was sent on September 9, It is the responsibility of the Orbitz member or the person using the account on the member's behalf to confirm all travel specifications before completing the booking process Our records indicate the first contact regarding the concern was the submission to the Revdex.com on September 14, Orbitz, as with any travel agency, is required to apply the fares and fare rules, in effect, at the exact moment of your purchaseAny changes made after the courtesy cancellation period of hours after the initial booking, would be subject to fees along with fare difference to change the dates in question Regrettably, we are unable to make changes to your tickets without collecting the appropriate airline change fees and fare difference for your desired destination As this is not an Orbitz error, we are unable to provide recompense in this regard Mr[redacted] we have given this matter every consideration and at the same time, provided you detailed responses regarding itWe regret the enduring unhappiness with our serviceAs we have evidently reached an impasse, there will be no further replies forthcoming from our office regarding this issue Sincerely, [redacted] Orbitz Customer Relations

June 10, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O- [redacted] Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding hotel reservationsWe understand the customer is requesting that Orbitz honor his Best Price Guarantee submission for the amount of $65.15.Our records indicate that on April 28, 2016, the customer booked hotel reservations – itinerary [redacted] – using the self-service tool on the Orbitz websiteHotel accommodations were at The [redacted] Resort, Hotel and Casino, checking in May 27, 2016, for two nightsUpon further research, we were able to confirm on May 22, 2016, the customer submitted a Best Price Guarantee onlineOn May 25, 2016, Orbitz processed a refund in the amount of $for the Best Price Guarantee back to the customer’s original form of paymentThe amount of time it takes to receive a refund depends upon how quickly his credit card company 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 needs.If you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] Tier Customer Service

Initial Business Response / [redacted] (1000, 5, 2015/09/01) */ Dear Ms[redacted] The Revdex.com has shared your recent correspondence pertaining to your hotel booking I have reviewed your reservation history to better understand the nature of your concernsYou had a reservation at the Sandos Finisterra Los Cabos All-Inclusive Resort for September 11, that was booked for one person instead of two people; however, you were only charged for one personFurthermore, you called soon after you received your email confirmation you contacted Orbitz Customer Service to make the change and was told to cancel your booking and rebook it for two peopleI apologize for any inconvenience this may have caused Nevertheless, I see that your reservation has been cancelled and the refund will process in to business day depending on your bankPlease understand that if the booking was made thru Orbitz or another agency the refund timeframe would be the sameAlso I found that you used Orbucks for your purchase, please know that your account has been credited in the amount of $Furthermore, for the inconvenience Orbitz Customer Service issued you a voucher Ms[redacted] thank you for bringing this matter to our attentionWe value your business, and hope you will provide us with a future opportunity to restore your confidence in our products and services Sincerely, [redacted] Orbitz Customer Relations Chicago, IL Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) By simply issuing a refund 7-business days prior to departure, there is a chance I will not be refunded in time to actually go ahead and re book before we leaveThat is unfair and again not my faultWhen I clicked search it was for two people not for oneYes the refund time frame may be the same if booked through any other company as well but I more than likely would not be going through this with any other companyI have never experienced such incompetence with ExpediaAnd leaving it to hope the refund is returned in time for my trip is a joke

April 11, 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 apologize for any inconvenience this lapse in time may have caused Ms [redacted] We would also like to apologize for the customer service issues Ms [redacted] experienced in trying to obtain confirmation of her reservation.Per the customers response we are able to confirm that the that the customers mother did not miss her flight and the tickets were eventually correctedDue to this no additional compensation can be provided.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

Complaint: [redacted] I am rejecting this response because:I am a non-smoker. I was not smoking. What evidence are they providing of this? My original complaint addressed not only this bogus smoking charge but the shabbiness of the hotel room. After making several complaints to the front desk about the smell of stale cigarette smoke and stained carpeting and drapes, the Hotel replied by issuing me a smoking penalty. I stand by my original demand: refund of hotel fees and smoking penalty. Sincerely, [redacted]

December 13, Revdex.com Orbitz Complaint Department Re: Orbitz Case #: O-Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from Michael BeaulieuWe regret to hear Michael Beaulieu did not accept our response and/or resolution offeredWe contacted the hotel and were advised the reservation was used; as a result we cannot honor a refundAs previously mentioned we send the reservations over to the hotel after the booking is complete we are unclear why this particular hotel had a problem locating the reservation in this situationThank 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 Regards, Kiki Ramsey Corporate Customer Service

Cunsumers, beware of an innovative scheme that Obitz uses to scam you, probably without you even being aware of it! The following is what happened to me just last month, March 2015: After comparing prices on three websites, I selected some air tickets on OrbitzThe advertised price was $so I began the booking step by stepWhen it was time to pay, the price suddenly became $638.00, with no explanation, no warningI was very confused and puzzled, and "stupid", thinking that the extra was for taxesA few days later, I realized that was a fraud! In one word, Obitz uses the advertised price as a "bait", once you are in the process of buying, they would charge you a lot more than the price listed! Most consumers are probably as unsuspecting as I was, so they can take us for a ride and get away with it !!! I have communicated with Orbitz about this incidentThey refused to admit any wrongdoing, saying their investigation found no "error" in this caseOf course, it was not an error for themI am afraid their system has been designed in such a way so that they can do what I described above I sincerely hope other consumers will NOT make the same mistake that I madeDo not be too trusting of Obitz! Check the final price charged carefully and if the price has been raised, stop, and go to another website!

Initial Business Response / [redacted] (1000, 5, 2015/06/16) */ Dear Ms [redacted] The Revdex.com has shared your recent correspondence pertaining to the cancellation policy associated with your reservationI appreciate the opportunity to review your account and respond to your concerns We certainly regret to hear of your disappointment in our services; however, as a travel agency, we are required to follow all of our suppliers' rules and restrictionsIf you would like to provide the Orbitz record locator associated with the specific reservation in question, I will be happy to review this issue further on your behalf Ms [redacted] thank you again for the opportunity to address your concerns Sincerely, Charlotte [redacted] Orbitz Customer Relations

Dear Ms [redacted] The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you furtherI am unable to locate your account with the email address used to forward your correspondenceIf you would please forward me the Orbitz record locator and email address associated with the account, I will be happy to reviewThank you, Luisa [redacted] Orbitz Customer RelationsChicago, IL

Complaint: [redacted] I am rejecting this response because: I was refunded a total of $I did not receive ANY travel vouchers and when I inquired about one I was total I was refunded and there was no travel voucherI can show documented proof of only being deposited into my accountI will be filing in Small Claims court Solano County on 07/20/@ 10:00AM PST Sincerely, [redacted]

October 3, 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 full refund of her flight reservation.Our records indicate that on March 28, the customer self-booked a package reservation for two travelersWithin the reservation the customers flights were operated by [redacted] Airlines, departing from Little Rock, AR to Punta Cana on August 30, and returning on September 4, 2016.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 providers [redacted] Airlines was the operating carrier and merchant of record for the customers departure flights (the entity that received the funds) 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.On June 19, the customer contacted our customer service department for assistance canceling these flightsOur records reflect that the agent was able to cancel and refund the customers flight reservation in fullThe 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 refundsOn October 3, Orbitz reprocess the refundBy doing this we have expedited the time it will take to reach the customers card.We apologize for any inconvenience this lapse in time may have caused Ms [redacted] We would like her to know that every reservation is important to us and our main goal is to provide a smooth and pleasant experience to our membersWe appreciate her thoughtful commentsWe rely on customers like Ms [redacted] to provide us with the information we need to continue improving our services.We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted] Tier Customer Service

October 27, Revdex.com Orbitz – Alaska, Oregon & Western Washington Complaint Department 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 complaint [redacted] ) regarding a refund request for an airline reservationOn March 18, 2017, Ms [redacted] booked two one-way ticketsThe first ticket is scheduled on [redacted] Airlines from Dallas to Fort Myers on November 21st, 2017, and the second ticket was scheduled with American Airlines from Fort Myers to Dallas on November 25th, The amount paid for the first ticket was $The amount paid for the second ticket was for $Ms [redacted] also purchased travel insurance which can be used in case of a qualified reason, which she was explained does not qualify since the reason for her change at that time was a change in plansMs [redacted] called Orbitz twice on October 14, The first call she was on dropped through no fault of the customer or the agentOn the second call Ms [redacted] was asked to hold for two minutes while the agent reviewed the reservation detailsMs [redacted] did not hear the agent and kept talking believing the agent was on the lineWhen the agent came back on the line Ms [redacted] explained that she was moving to Florida and would not need the ticketMs [redacted] asked if she could be refunded for the tickets however these are non-refundableMs [redacted] also asked if she could transfer a ticket to her brother, this is also not possible because neither ticket is transferableMs [redacted] is now requesting a refund of her tickets in the total amount of $508.75USD plus the amount paid for the insurance $36.00USD (total $544.75)Upon researching the customer’s complaint, we can confirm that Ms [redacted] was made aware on October 14th, 2017, that no refund could be provided and that the tickets are also non-transferable to another personMs [redacted] was advised that she could cancel the flights on the reservation before November 21st, 2017, and keep flight credit after paying the change fee on each ticketMs [redacted] was advised one of the change fees is $200.00USDIn case Ms [redacted] would like to exchange the tickets as mentioned, she will need to contact Orbitz by phone to provide the details of travelWe would also like to add that during the call Ms [redacted] mentioned she would “have to bite the bullet on this one”, meaning she understood if she did not use the tickets they would be considered lost valueOrbitz’s goal is to provide an exceptional customer experienceAs you may know, Orbitz.com acts as an independent agent for reservations for airlines, car rental companies, and hotelsWe are unable to change rules imposed by the airline or provide credit for the value of a ticket or tickets that will not be usedWe do regret any inconvenience Ms [redacted] has encountered in resolving this matterBased on the information provided above, Orbitz considers this matter closedSincerely, [redacted] Tier Customer Service

Dear Mr. ***,The RevDex.com has shared your recent correspondence pertaining to not being able to reserve the property chosen for your travel to Bogota. On behalf of Orbitz, I apologize for any inconvenience this has caused, and appreciate the opportunity to review... your account and respond to your concerns.At Orbitz, we make every effort to confirm all of our customers’ choices throughout each booking process. However, there are circumstances that can arise to prevent a booking from being confirmed, and we are unable to guarantee a reservation until it has been confirmed. Mr. ***, we certainly apologize that we were unable to confirm your booking, and any inconveniences this has caused. Due to your disappointing experience with our Customer Service Center I have issued $50 in Orbucks to your account for future use, but we are unable to redeem Orbucks towards a reservation that we were unable to confirm. Thank you for the opportunity to address your concerns. We do appreciate your business, and hope that we have a future opportunity to serve you.Sincerely,Charlotte [redacted] Orbitz Customer Relations