Orbitz

I had hotel reservations for my trip to Kuala [redacted] from Los Angeles [redacted] [redacted] [redacted] I choose the hotel on orbitz.com becasue it offered free breakfast However upon checking in the hotel informed me breakfast is not included I made several phone calls to orbitz and they finally admitted a problem on their websiteI found out later they were only willing to cover the breakfast cost for of the reservations I did not want to make several more phone calls for the other reservations as it was exhausting and ruining my supposed vacationThis review is for orbitz to improve it's customer service response when a complaint involves multiple reservations

Complaint: [redacted] I am rejecting this response because: they owe me a refund. Sincerely, [redacted]

August 20, 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 the customers complaint they are requesting a refund due to not having the seats requested.Upon further research, we are unable to locate an Orbitz.com account related to the customers complaintWe respectfully request that Mr [redacted] provide us with an email address used to book the reservation and the itinerary numberThe requested information will enable us to appropriately address his concerns.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted] Tier 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 [redacted] (Revdex.com case number [redacted] regarding a voucher for a reservationWe understand from Mr [redacted] complaint he is requesting a refund for a reservation due to a promised voucher.Our records indicate on June 17, the customer called self-booked a package reservation for one travelerThe customer purchased a five night hotel reservation at [redacted] Santo Domingo Princess Hotel, checking in on June 23, 2016, and checking out on June 28, The customers flights were operated by [redacted] Airlines, departing from Minneapolis, MN to Santo Domingo, Dominican Republic on June 23, and returning on June 28, 2016.We are able to confirm that per Revdex.com case ID [redacted] The customer was offered a $voucher to be used towards a future reservationDue to this a $refund has been processed to the customers package 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 refundsAt this time we are unable to offer any additional forms of 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

March 23, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: S- [redacted] Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding flight reservationsWe understand the customer is requesting that Orbitz honor their Best Price Guarantee submission.Our records indicate on March 17, 2016, the customer booked flight reservations – itinerary [redacted] – using the self-service tool on the Orbitz websiteTravel is on [redacted] Airways, departing April 5, 2016, from John FKennedy, New York to Albuquerque, New Mexico, returning September 20, 2016, for one passenger.On March 23, 2016, Orbitz processed a refund in the amount of $back to the customer’s original form of payment as a goodwill gestureThe amount of time it takes to receive a refund depends on how quickly the customer’s credit card company takes to process refunds.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted] Tier Customer Service

I received several promo emails for $125 off a package. The date in the email said it was good through 9/30/2015. On 7/30/2015 I attempted to book a package with the code and was told it had expired. I attempted to contact Orbitz but there was nothing on their site. I DM'd them on [redacted] & received an email that I would hear back in 24 hours. I waited 5 days & didn't hear anything so tried on [redacted] & replying to email. On [redacted] they said they responded already. In the email they said the marketing dept didn't get back to them. They said that the email was wrong but would give $125 voucher. I asked what else they could do since they 1) did not get back to me within 24 hours & seemed as if they were ignoring me and 2) they lied that an email had been sent within 24 hours but never was. They continued to argue with me that nothing could be done. I asked for a supervisors email and was told supervisors do not have emails & was given a phone number. I asked several more times for an email & was finally told that supervisor emails could not be given out, yet another lie. I was told that "personal information" could not go over email but on [redacted] was told I had to be emailed since there may be "personal information" needed yet another lie. I asked them several times to stop emailing me since they were of no help yet they continued to email. It appears my third request has finally stopped the harassment. They practice deceitful marketing ploys by having one date in the email but not honoring it on the website plus they lied not once but three times. Not to mention, continuing to harass the customer after they were asked to stop.

Dear Mr. [redacted] , The RevDex.com has shared your recent correspondence pertaining to the expiration of your Orbucks. I appreciate the opportunity to review your account and respond to your concerns. Upon reviewing your Orbucks account, I do see that $18.88 in Orbucks did expire on December 21, 2015. There is a difference between Orbucks earned due to the amount spent each month using your Orbitz [redacted] card, and Orbucks earned due to reserving a booking via our website. Orbitz [redacted] card holders will receive a lump sum of Orbucks based on the amount spent for each billing cycle. These Orbucks will be updated to your account once a month, and do not hold an expiration date. Orbucks can also be earned by booking qualifying reservations via our travel website. This is a program offered to all Orbitz customers no matter their credit card type. Orbucks earned for a booking reserved, whether they are reserved with the Orbitz [redacted] card or not, do have a one year expiration date. These Orbucks are separate from your [redacted] earnings. The $18.88 in expired Orbucks was earned on Orbitz record locator [redacted] . This package was reserved on December 20, 2014, so they did expire on December 21, 2015. These Orbucks were earned based on the price of your package, and are not affiliated with your [redacted] card earnings. You have also reserved a new package for January 2016 under Orbitz record locator [redacted] . You earned $4.22 for booking this package, so these Orbucks do have an expiration date of January 2017. Again, these Orbucks are not based on your [redacted] spend amount. Mr. [redacted] , due to any confusion, the $18.88 in Orbucks have been added to your account, but they do hold a new expiration date of February 5, 2017. I hope this better explains the different ways Orbucks can be earned, and whether an expiration date applies. We do appreciate your business, and we look forward to serve you in the future. Sincerely, [redacted] Orbitz Customer Relations Tell us why here...

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Kristin ***

Dear Ms*** The Revdex.com has shared with us your correspondence
regarding your recent experience with OrbitzIt is my understanding when
booking your reservation to Cancun you state the agent that assisted in booking
the reservation booked you at the wrong Fiesta
Americana property, which was
not all-inclusiveI appreciate the opportunity to review your account and respond
to youOn behalf of Orbitz, I would like to apologize for any
inconvenience and frustration this caused youPlease know I am currently reviewing your situation and I
will contact you as soon as I have any further informationIf you have any
questions before that time, please let me knowSincerely, Shalon ***Orbitz Customer Relations Chicago, IL

May 22,
Revdex.com
Complaint Department - Orbitz
Re: Orbitz Case #: ***
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 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 *** *** (Revdex.com complaint #***) regarding the advertising issues.
We understand from Mrs*** complaint, when trying to booking a flight reservation a lower rate was provided but increase prior to completing the bookingThe customer is requesting for the lower price to be honored
Orbitz’s acts only as a third party intermediary for airlines, hotels and cruises and must abide by the rate set by that particular vendorOrbitz does not own or operate any properties or airlines and information regarding a flight rates’ availability is received from each vendor which is then posted on our websiteBased on the above information, we are unable to honor Mrs*** request for compensation
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,
*** ***
Corporate Customer Service

Dear
Joseph,
The Revdex.com has shared your recent correspondence
with Orbitz so that we may assist you furtherIt is my understanding that
schedule changes were made to your
flights, and Orbitz failed to notify you of the changeI appreciate the
opportunity to review your account, and respond to your concernsOn behalf of
Orbitz, I sincerely apologize for the disappointing experience, and the
inconvenience this has caused
After
reviewing your account, I do show a reservation for travel on December 25,
with a return flight that was scheduled on January 2, As an online travel
agency, we do everything, we can to work as an advocate for our customers and
make sure that they are suitably re-accommodated whenever an airline schedule
change disrupts their travel plansHowever, the options we offer; are what is
offered to us by the airline
We are
able to verify from our schedule change logs; that notifications were sent out
to the email address on the account, [email protected] on the dates and
times listed below:
1st
notice - October at 3:AM
2nd
notice - December at 2:PM
3rd
notice - December at 2:PM
Also, we
did contact American Airlines on your behalf to see what alternate flights were
available, and those options were given to you
Joseph,
we do regret your disappointment in our services, but we do show all proper
steps of notifying you of your change were taken
I also
show you were already issued a $USD future travel voucher which was redeemed
Joseph,
I wish our response could have been more favorableWe appreciate your
business, and we hope to have an opportunity to serve you in the future with
your travel planning needs
Sincerely,
Jeanna
***
Orbitz
Customer Relations
Chicago,
IL

June 8,
Revdex.com
Orbitz.com
Complaint Department
Re: Orbitz Case #: ***
*
Dear Revdex.com,
Thank you for taking the time to contact Orbitz, Incregarding 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, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Orbitz, Incis responding to the consumer complaint from Mr*** * *** (Revdex.com case number *** regarding a question about his name on an upcoming flight
Our records reflect on May 31, Mr*** accessed Orbitz.com and self-booked flight itinerary # *** departing on July 20, from Minneapolis, NM to StLouis, MO, returning July 21, 2017. Mr*** is concerned that his airline ticket does not contail the suffix, “Jr.” and whether this will cause him a problem when passing security verification at the airport
On May 31, our agents attempted to contact the customer by phone and when they were unable to reach him, he was sent an email providing the following information regarding his question:
We have attempted to contact you via phone but were unsuccessful, a message was leftI wanted to provide some information regarding your July 20, *** Airlines flight reservationWe understand that you’re going for a doctor’s appointment and want your trip to go as smooth as possibleOur records indicate that the flights are currently voidable until June 01,at 11:59pm PST and can be cancelled without penaltyDuring the void period we’re unable to make any changes to the flight reservation, due to the tickets have not being issued by the airlineAlso, when tickets are issued there are penalties to make changes or corrections to your flight reservationHowever; since you’re flying a domestic flight from Minneapolis to Missouri the suffix (exJrSrIII) is not needed on your ticket and boarding your flight will not be an issuePlease be advised, when an error occurs on the website we have customer service representative available hours a day days a week to assist you with your bookingIf you have any question please reply to this e-mail
As suffix information is not required on domestic flights, there is no necessity for changing the customer’s ticketAlso, if the customer has an issue when self-booking a reservation, they may suspend their booking prior to finalizing, and contact an Orbitz agent for assistance and information, so they avoid any errors or penalties to make changes after booking is completed. Our agents are available 24/and happy to assist if a customer is having difficulty or questions with their booking process
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,
*** ***
Tier Corporate Customer Service

Dear Ms***,
11pt;">
The Revdex.com has shared your recent correspondence pertaining to which hotels qualify to utilize your future travel *** towardsOn behalf of Orbitz, I apologize for your disappointing experience, and appreciate the opportunity to review your account and respond to your concerns
Please know that I do show a $future travel *** under case number ***Please know that your *** is valid towards any prepaid hotel booking. Once your booking has been confirmed, you will need to forward the case number provided, your new itinerary confirmation number, and the amount of the ***. Once your booking has been confirmed, the *** will be redeemed towards the credit card used to confirm the booking. Your *** request can be forwarded to the email address of ***@customercare.orbitz.com
Ms***, we please follow the directions provided above, and we will be happy to assist you; however, we are unable to grant your refund request of the hotel booking. Thank you again for the opportunity to address your concerns
Sincerely,
*** ***
Orbitz Customer Relations

Initial Business Response /* (1000, 5, 2014/05/22) */
Dear***
The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you furtherI understand you had to cancel your reservations due to medical issuesYou are requesting a refund or to be
allowed to use the ticket for future travelI appreciate the opportunity to review and respond to you
After reviewing your account, I show the medical documents you sent were not acceptable to*** AirlinesThe airline requires emergency room or urgent care medical documents from your doctor on his/her letterhead stating why you will be unable to travelPlease fax the documents to me at
XXX-XXX-XXXXOnce received, we will forward to*** Airlines
***, once that information is received, we will gladly assist you further
Sincerely,
***
Orbitz Customer Relations
Chicago, IL

Dear ***, The Revdex.com has shared your recent correspondence pertaining to your refund for your Orbitz confirmation number ***-***. I appreciate the opportunity to review your account and respond to your concernsI have reviewed your reservation history to better
understand the nature of your concerns. You made a reservation on Orbitz’s website for an air**ne ticket; however, the ticket was not processed correctly, and you bought a new ticket on the day of departure. Unfortunately, no notification was sent to you advising of the f**ght cancellation. Please know we regret that you did not receive your cancellation notification, and I sincerely apologize for not meeting the high customer service standards we have setNevertheless, I see that there is a resolution to your refund. On March 2016, Orbitz refunded the amount of $the difference of the original fare and new air fare. Please allow to business days for the refund to process to your account ending in ***We acknowledge that there was no notification advising of the f**ght cancellation, and I sincerely apologize for not meeting the high standards we have setWe value our customers and for that reason, as a gesture of our sincerity, Orbitz would **ke to offer you a $75USD future travel voucher on your next prepaid Orbitz.com air**ne, hotel or vacation package 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 ***@customercare.orbitz.com. Please reference case number *** 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 va**d for one year from the date of this letter, until April 1, 2017. ***, we appreciate your business, and we hope you will provide us with a future opportunity to serve your with your travel planning needsSincerely, *** *** Orbitz Customer Relations Chicago, IL

Dear ***, Thank you again for your follresponse, and we regret to hear of your continued concernsWe certainly understand your concerns; however, when you buy an ***line reservation, you agree to the ***lines Contract of Carriage. ***lines have the right to change a schedule at any time with little or no notice. When a change occurs, we can only accommodate a customer with what the ***line will allow. We did contact the ***line on your behalf, but they would not authorize a refund to be processed, and offered accommodation***, we apologize again for your disappointment, but ***line imposed schedule changes are out of the control of Orbitz. We do not hold the funds for the tickets reserved, and we are required to follow their rules and restrictions. I wish that my response could be more favorableSincerely, *** *** Orbitz Customer Relations Tell us why here

Dear Ms*** The Revdex.com has
shared your recent correspondence pertaining to the flight information provided
during your booking process. I
appreciate the opportunity to review your account and respond to your concerns.At Orbitz, we understand the importance
of properly
confirming and providing our customers of all flight information throughout the
booking processTo ensure the accuracy of our website, we do keep logs of our
customers booking process for further reviewUpon reviewing our website logs
of your booking process, I do show that the website properly advised that
United flight number was a connecting flight via Denver, and your flight
number would not changeAll of the flight times were displayed, and the
connection time givenI have attached a screen shot for your review of the
information provided during your booking processMs*** I certainly empathize with your situation;
however, we do show that all flight information was displayed prior to
confirming your flight, and we are unable to offer compensation due to your
flight delays. Ms*** I wish that I could offer you a more favorable
responseWe do appreciate your business, and hope that we have a future
opportunity to serve youSincerely, *** *** Orbitz Customer Relations

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

Initial Business Response /* (1000, 5, 2015/08/10) */
Dear Mr***
The Revdex.com has shared your recent correspondence pertaining to your Orbitz Visa credit card application, and not receiving your temporary card number to use immediatelyI appreciate the opportunity
to review your account and respond to your concerns
When an Orbitz Visa Card application is processed, *** Bank will review the application, and a temporary card may be issuedThe application is forwarded to *** Bank directly, and a temporary card is issued at their discretionThose applications are not received nor reviewed here at Orbitz
I have reviewed your account under the email address of ***@aol.com, and I am not showing any new hotel rooms confirmedIf you have concerns regarding not receiving your temporary card number, these questions would have to be directed to the bank directly
Mr*** we certainly apologize for any inconvenience you have encounteredWe do appreciate your business, and hope that we have a future opportunity to serve you
Sincerely,
***
Orbitz Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The orbitz card is their branded card not only that is is advertised on THEIR site and you apply from a link on THEIR siteThey must assume some responsibility for things they link post or add to their site *** bank refers me to orbitz and now vice versa when does it end? If this is how both do business they should not be in business.The reason you dont show new bookings is because I will not book for a price higher than what was stated because thats not my faultI want teh price as was stated
Final Consumer Response /* (4200, 11, 2015/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I stated before this is bad business one blames the other and no one acepts responsibilityThe credit card is advertised through orbiz website it doesnt matter if another company sells it they are the ones advertising it and its branded with the name orbitz I was booking rooms and I only am offered dollars? what does that do, they should take a proper discount off of each room
Final Business Response /* (4000, 9, 2015/08/12) */
Dear Mr***
Thank you for your follresponse, and I appreciate the opportunity to review your account and respond to your concerns
Please know that when applying for an Orbitz Visa Card, we do not see the financial information entered, and do not make the decision on whether an application is approved or deniedIf you do not receive a temporary card depends on the bank directly
Mr*** as a travel agency, Orbitz does not charge you directly for airline reservationsPrices are based on availability, and we are unable to offer a fare that is no longer availableNevertheless, due to your disappointment and as a gesture of our sincerity, Orbitz would like to offer you a $USD future travel voucher on your next prepaid Orbitz.com airline, hotel or vacation package bookingOur 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 *** Please reference case number XXXXXXX and my letter offering the $voucher in your requestOrbitz will then issue a credit to the card used for the new bookingThis offer is valid until August 12,
Mr.*** , we appreciate your business, and we hope you will provide us with a future opportunity to serve you with your travel planning needs
Sincerely,
***
Orbitz Customer Relations