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 Sincerely, [redacted] ***

Revdex.com: I want to make sure that I am reading this correctlyYou will pay for one night $and you will throw in the $300voucher and have it put back into my credit card? If this is correct then I will accept 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, Ruben [redacted]

Complaint: [redacted] I am rejecting this response because: I also contacted [redacted] and was informed that my fee for airport pickup was non refundable due to late notice but I would not be charged for the shuttle service back to the airport I spent over hrs on the phone with orbitz staff trying to get my refund back for hotel minus night stay penalty and my cost for shuttle service back to the airport I sent my phone records along with email from [redacted] to CEO and other top management staff and got no response what so ever Worst company I have ever done business with The back and forth with phone calls with customer service is just unreal! I have NEVER had this much stress with a company in my life Check the records of how long I was put on hold and told to call back later just to get my money backWhat a joke Sincerely, [redacted] ***

I purchased a round trip ticket with OrbitzI wanted to upgrade my seat class and the airline said I needed to contact Orbitz since I purchased the ticket through themI called the first time asking the gentleman and he advised me that it would be a $5000+ difference I would have to payThat is just absurdHow did the representative come up with $5000? I even repeated the number to him because I was so shockedAnyway, I decided maybe ill return my ticket and purchase it through another companyI called back and I spoke to this lady and I asked her (out of curiosity) how much it would be to upgrade my seatShe told me $900+Totally different number from the last guyShe also informed me that my ticket was non-refundable but I will get a credit back from Orbitz to use within a yearSo I told her that I would need to think about that and give them a call backSo while I was thinking it over, I went on Orbitz.com and saw my same flight in a Premium Economy class for a $differenceHow did the two representatives give me such a large difference? I called back the third time and spoke to another woman who informed me if I refunded my ticket, I would have to pay $But then she told me that it was fine if I wanted to upgrade my seat but I would have to pay a $penalty for changing my flight plus the $differenceUnfortunately, while being on hold, her line disconnectedNo phone call backI mean, how am I getting so many different answers! Just unacceptable at this pointI am extremely frustrated and I wrote an email to Orbitz customer careI got an email back pretty much like " Sorry and we will pass the message along"No phone call from anyone to help me solve my issuesJust a lame emailI am not asking for a credit or anythingJust someone who is well informed who can help me make the necessary changesSome of the Orbitz representatives obviously need extra trainingThat was just ridiculousWasted an hour calling, being put on hold, and not getting what I needed to get doneGreat job Orbitz

Complaint: [redacted] I am rejecting this response because: The entire matter was caused by Orbitz representatives, the investigation process resulted In favoring Orbitz, however Orbitz lied to protect themselves and not have to reinstate my ticketI ended up paying more money to travel to my destination I do not accept the response Sincerely, [redacted] ***

May 19, 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 their reservationsAs of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe 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 attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us.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:I didn't ask for a refund from the airlines,as the service was not as agreedOrbitz and not the airlines should provide someway of compensation for the inconvenience.I can tell from the reply that Orbitz is not willing to offer anything Sincerely, [redacted]

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] ***

August 23, 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.Based on the fare rules agreed to at the time of booking, [redacted] Airlines flights stated to take any action on the reservation, the customer had to contact them directlyAs the tickets are non-refundable, Orbitz is unable to provide a refund of the reservation.Our records indicate on June 15, the customer purchased “Orbitz Flight Protection Basic (Domestic 48)”Per the customers complaint he is requesting a refund due to purchasing travel insuranceIf the customer is seeking compensation for his missed flight, due to purchasing insurance we suggest he contact the insurance company [redacted] Berkley Travel is our administrator for assistance and can be reached by calling [redacted] their office hours are 8:AM - 10:PM ET, Monday - Friday; 9:AM - 5:PM ET, Saturday.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 usSincerely, [redacted] Tier Customer Service

Dear Mr. ***The RevDex.com has shared your recent correspondence with the dissatisfaction during your stray at The Resort at Governor's Crossing. I appreciate this opportunity to respond to your concerns.At Orbitz, we offer a broad range of hotels and resorts... for all different customer types. Due to the large number of hotels offered on the Orbitz website, we are unable to visit each hotel. So, to help our customers make the best decision for their vacation, we now include customer feedback and ratings relating on their experience at hotel properties shown on our website. This information is included in the “Reviews from our users” section shown during the hotel selection process. This valuable information may be used in helping you to determine your choice of hotel. These ratings are unbiased and are in no way meant to indicate an endorsement by Orbitz or the hotel property.Please know that we have contacted the property on several occasions to request a refund, and our request was unfortunately denied. Also upon your request you requested the property to call you back, which you go on to say you have not received a follow-up call. We certainly regret your disappointment in our services, but we have made every effort to refund your stay; however, we are unable to grant your refund request for the nights that were utilized. As a travel agency, Orbitz needs to abide by the hotel’s policies, and we have been charged in full for your booking. Mr. [redacted] we certainly understand your concerns, as a gesture of our sincerity, Orbitz would like to offer you 100 loyalty points in your account. These are available for you to use immediately toward a prepaid qualifying hotel booking.Thank you for your feedback, and I hope that you do choose to place a review on your hotel experience. We appreciate your business, and we hope you will provide us with a future opportunity to fully restore your confidence in our products and services.Sincerely,Luisa [redacted] Orbitz Customer RelationsChicago, IL

Revdex.com Complaint Department – Orbitz Re: Orbitz Case #: S- [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 you Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a hotel reservationWe understand from Mr [redacted] complaint he is requesting a refund for a recent reservation due to the Best Price Guarantee policy and a voucherWe contacted Mr [redacted] to acknowledge receipt of the Revdex.com complaintOur records indicate on February 12, the customer booked a hotel reservation for a two night stay at the Kaanapali Beach Hotel checking in on March 6, and checking out on March 8, On February 29, 2016, we can confirm that per Revdex.com case number [redacted] the customer was told to call into customer service and provide S- [redacted] which instructed the agent to add $in Orbucks and refund $due to qualifying for a Best Price GuaranteeOur records reflect that the customer called customer service on March 17, and was not issued the $refund or the $in OrbucksAs of March 29, Orbitz has issued a refund of $and has added $in Orbucks to Mr [redacted] permanent accountThe 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 refundsWe also understand that the customer is requesting to redeem $voucher number [redacted] on itinerary [redacted] We were able to verify the coupon amount and have agree to credit the customer $towards itinerary [redacted] 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 refundsIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] Tier Customer Service Tell us why here

The statements made by orbits in response to my complaint are absolutely falseIn addition to the fifth of April there were several other calls that were made of which I have all calls recordedI also have direct contact and recorded call with [redacted] Airlines in regards to how orbits could have helped the customer by allowing the first leg of the flight to be that of Charlotte Complaint: [redacted] I am rejecting this response because: It is it is absolutely in regards to the statements being made of assistance at any point in time in particular in regards to the escalation department on the 5th of AprilAs I have stated I have every call that has been made and received with Orbitz including the call from this escalation Department of whom never stated anything of the sortI also have recorded calls with the airline of whom stated they would be happy to allow the first leg of the flight be the Charlotte flight if orbits would update on their endAgain I have all calls recorded including those not mentioned by OrbitzThe representative that I even spoke to stated that she had spoke with Delta Airlines despite the fact that I am flying [redacted] AirlinesAt this point my wife and I are being forced to drive to North Carolinaon the 5th of May as my family is located outside of CharlotteWe then we'll be having to rent a car to drive back to Richmond to the airport only to fly back down to Charlotte for my parents to pick us up at the airport for our o'clock flight to JamaicaIn regards to the return flight the [redacted] Airlines representative while doing all he could to help informed us that as we have to go through customs in Charlotte we will be able to take our bags and not have to board the connecting flight from Charlotte to Virginia as my vehicle will already be in Charlotte at my parents from having to drive from Richmond to their home on the 5th of May as previously statedAmongst other matters I do not understand why a company would offer insurance or protection plan for a flight and hotel package that are non-refundableIt is absolutely absurdPeople work very hard for vacations and this is the worst experience I have ever had in regards to any matterIf orbits was so cognitive as to the matters I do not understand why I am not even being addressed as Doctor but rather MisterThat is just a moot pointMy wife and I will enjoy this trip but I will ensure that all calls will be posted in reviews on every possible review site and social media to ensure they do not have the same nightmare of an experience that I have had Sincerely, [redacted] M [redacted] , PhD [redacted]

Dear Ms [redacted] ,The Revdex.com has shared your recent correspondence pertaining to a refund request in the amount of $for incidentals I appreciate the opportunity to review your account and respond to your concerns.I found that tickets were booked on November 9, on Orbitz’s websiteOn January 11, Orbitz Customer Service was contacted, and changes were made to the booking, and new tickets were issuedOn March 30, when you checked in for your flight, you were advised that your return flight was canceledFurthermore, you pur***d new tickets for your return flight on [redacted] Airline, because your original flight was sold outI apologize for any inconvenience this may have causedUpon further review, we found that your return flight was canceled in errorAt this time, we are unsure how this unfortunate situation occurredWe acknowledge that we canceled your return flight in error, and we sincerely apologize for not meeting the high standards we have set.Ms [redacted] , we refunded the new tickets that were pur***d with [redacted] Airlines, in the amount of $ Furthermore, you were issued a voucher in the amount of $that was surrendered on May 12, per your request However, this is all the compensation which we will offerWe appreciate your business, and we hope to have an opportunity to serve you in the future.Sincerely, [redacted] Orbitz Customer RelationsChicago, IL

January 16, 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 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 you Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding a refund for a non-refundable hotel bookingWe understand from Mr [redacted] complaint that he is requesting to cancel his hotel reservation and receive a refund due to the Malaria Virus is prominent in the hotels location and Mr [redacted] is allergic to the required medication Our records reflect that on December 28, 2017, Mr [redacted] self-booked a night hotel stay for one guest, at the Hotel Costa Linda, checking in on January 23, and checking out on February 15, The hotel cancellations and change policy was advised while booking online: We understand that sometimes plans fall throughWe do not charge a cancel or change feeWhen the property charges such fees in accordance with its own policies, the cost will be passed on to youHotel Costa Linda charges the following cancellation and change fees The room/unit type and rate selected are non-refundableShould you change or cancel this reservation for any reason, your payment will not be refundedNo refunds will be issued for late cheor early check-out On December 28, 2017, Mr [redacted] contacted Orbitz to request to change the check in date from January 23, to January 24, Our representative advised that we will need to receive an authorization from the Hotel Costa Linda to have the fees waivedWe received a response from the hotel manager on December 30, 2017, and was advised that the hotel is unable to waive the fees per their policy We communicated the hotel’s response to Mr [redacted] via email and he replied requesting to cancel the entire reservation and receive a refundOur representatives made several attempts to advocate on Mr [redacted] behalf and on January 4, 2018, the hotel manager agreed to waive the penalty fees if the customer agrees to change the dates of his hotel stayThe hotel will not waive the penalty fees if Mr [redacted] decides to canceled his hotel reservation Please be advised, the carriers, hotels and other suppliers providing travel or other services on this website are independent contractors and not agents or employees of OrbitzOrbitz is not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there fromOrbitz has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority Based on the foregoing reasons, we cannot issue a refund for the cancelled returned flightsAgain, we thank you for allowing us the opportunity to address the issues that were 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

November 8, 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 hotel reservationWe understand from the customers complaint they are unhappy about a submitted best price guarantee claim.Our records indicate on October 29, the customer self-booked a hotel reservation for two travelers using Orbitz.comThe customer purchased a one night hotel reservation at [redacted] Express Inn - [redacted] checking in on November 24, and checking out on November 25, 2016.After further review of the customer complaint we are able to verify that this was resolved via Revdex.com complaint ID [redacted] As of November 4, Orbitz has submitted a refund of $Orbucks was also added to the customer’s 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:I booked a Deluxe Suite on OrbitzThe hotel in question is claiming the room I stayed in was a Deluxe Suite, but it was notOrbitz should not rely on the hotel management's claimI have pictures to prove that the room was not a Deluxe SuiteOrbitz could compare my pictures to the pictures on the hotel's own website and the description in words on Orbitz's websiteTo resolve my complaint, Orbitz offered me a rebate in the form of a credit to be applied after a future pre-paid booking is made, but the process they described to fulfill this requires too many stepsTo put this issue behind me, I would accept the amount offered by Orbitz, but instead applied as a credit back to my credit card for the already-completed hotel stay that caused this complaintThis would be the right course of action, since my complaint is about the already-completed hotel staySincerely, Mukund [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/07/15) */ Dear Ms[redacted] The Revdex.com has shared your recent correspondence pertaining to the penalty fees associated with utilizing your canceled United Airlines ticket under Orbitz locator PBORBXXXXXXXXXXI appreciate the opportunity to review your account and respond to your concerns At Orbitz, we understand the importance of notifying our customers of all of our supplier's rules and restrictionsAirline fare rules are given and must be agreed to in order to confirm your booking, and if the reservation is canceled Ms[redacted] please understand that as a travel agency, Orbitz does not hold the funds for the tickets reserved, and we are required to follow all airline rules and restrictionsAs the $penalty is an airline fee, Orbitz is not authorized to waive those feesThis fee is a standard charge with United Airlines when any changes are made to a nonrefundable ticket, no matter if the ticket is reserved via United Airlines directly or via a travel agency Ms[redacted] we are happy to waive the $Orbitz fee to process your exchange, but we are required to charge the $airline imposed change fee and any difference in fareI wish that my response could be more favorable Sincerely, [redacted] Orbitz Customer Relations Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) When agreeing on postpoing the trip (not canceling) and hoping for the ability to use the money later, I didn't see any message saying that I will lose almost ALL of the money for the tripThere might have been a message somewhere that there would be a fee appliedHowever, it's the travel agency's responsibility to let people know WHAT they will lose and HOW MUCH those fees will beIf the travel agency claims that a person will have a CREDIT for a year which he/she can use, that means that that person should be able to use the money within that yearAlso, I made changes in the tickets within 2-business days, without canceling at the very last momentPlease, handle this situation correctlyPeople don't want to hear about disappointment in services Final Business Response / [redacted] (4000, 9, 2015/07/18) */ Dear Ms[redacted] Thank you for your follresponse, and I appreciate the opportunity to address your continued concerns At Orbitz, we understand the importance of displaying all airline rules and restrictions to our customers prior to reserving a reservation or cancelingThe booking in question was canceled via our online service, and the full airline rules and restrictions are displayed and must be agreed to prior to cancelingIf a customer does not want to process the cancellation, they do have the option to retain the booking as confirmed Ms[redacted] as a travel agency, Orbitz is not authorized to waive the airline imposed change feesThese are the same rules, whether your ticket is reserved with an agency or with the airline directlyI wish that I could offer you a more favorable response, but we are unable to waive the airline penalty fees Sincerely, [redacted] Orbitz Customer Relations

July 12, 2016Revdex.comComplaint Department – Orbitz Re: 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 the customers complaint she is requesting a refund of one of her tickets.Our records indicate on June 14, the customer self-booked a round trip flight for one travelersThe flight reservation was operated by [redacted] Airlines, with flights departing on June 30, from Miami, FL to Istanbul on July 10, We are able to confirm that due to a site error the customers reservation was booked twiceOur records reflect multiple calls made by the customer to refund one of the reservations due to the errorAs an effort to advocate on Ms [redacted] behalf we contacted [redacted] Airlines and spoke to an agent who advised us that the ticket associated with itinerary [redacted] was fully refundedThe 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 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 us.Sincerely, [redacted] Tier Customer Service

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] This is the same response from the first time and it is unsatisfactory! I am aware of the policy and I could have copied and paste it myself on hereWhat is upsetting me even more is that you have yet to address the poor customer service and lack of knowledge of a service in which you offerThe fact that is a 3rd party service is of no care to me for the customer should not be the one to have to deal with the issue, that would be between the company and insurance companyYes, I am seeking a full refund because I DO NOT wish to book a flight with your company again! The insurance company is clear of their responsibility on the return portion of the policyPer my contract, it clearly states that Orbitz will absorb the $change fee, so why not just absorb your fee and issue me the refund of my ticketThis is becoming ridiculous! I don’t need any apologies for the lack of competence that you and your people have displayed on this matter, I just want the company to take their lost that they have to take anyway per the policy and give me my refund so I can go about my business and never have to deal with Orbitz again!

Complaint: [redacted] I am rejecting this response because I was told over the phone by different Orbitz representatives, a manager and a supervisor, that the advertised price online was not available anymore, however it was still advertised online later that day, and the next day as well They would not honor their advertised price Sincerely, [redacted]