Orbitz

June 28, Revdex.com Chicago, Illinois Complaint Department Re: Orbitz.com Case #* ***
Dear Revdex.com, Thank you for taking the time to contact Orbitz.com 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.com is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Orbitz.com is responding to the consumer complaint from *** *** (Revdex.com case number ***) regarding a car rental reservation. We understand Mr*** is requesting a refundOn June 26, 2017, we received receipt of the Revdex.com complaint Our records reflect on May 11, 2017, the customer self-booked a pay later car rental reservation with *** in George Town, Cayman Island with a pidate of June 17, 2017, and with a drop-off date of June 24, 2017, via itinerary number ***The customer is stating that he was charged additional fees by the vendor Upon further researching this matter, we can confirm on June 26, 2017, the customer contacted Orbitz.com advising that the vendor charged him additional fees for the reservationThe customer provided a copy of the receipt of the charges In reviewing the information, the vendor charged the customer additional fees due to the customer’s driver’s license and state and local taxes During the booking and checkout path on our website, it was disclosed that the fees for the driver’s license and state and local taxes would be additional charges to the customerThe emailed confirmation that was sent did provide this information as well Furthermore, when finalizing the reservation on Orbitz, the customer agreed to Orbitz’s Terms of UseThe Orbitz Terms of Use explicitly state as follows: The carriers, hotels and other suppliers providing travel or other services are independent contractors and not agents or employees of the Orbitz CompaniesOrbitz Companies are 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 therefromOrbitz Companies have 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 have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority In no event shall the Orbitz Companies, the Orbitz Partners and/or their respective suppliers be liable for any direct, indirect, punitive, incidental, special or consequential damages arising out of, or in any way connected with, your access to, display of or use of this Website or with the delay or inability to access, display or use this Website (including, but not limited to, your reliance upon opinions appearing on this Website; any computer viruses, information, software, linked sites, products and services obtaining through this Website; or otherwise arising out of the access to, display of or use of this Website) whether based on a theory of negligence, contract, tort, strict liability, consumer protect protection statutes, or otherwise, and even if the Orbitz Companies, the Orbitz Partners and/or their respective suppliers have been advised of the possibility of such damages Based on the above, Orbitz.com is unable to honor the request for the refund We thank you for allowing us the opportunity to address the issues that were brought to our attention. Sincerely, *** *** Corporate Customer Service

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, 2014/08/04) */
Dear Ms.***
The Revdex.com has shared your recent correspondence pertaining to seat allocations for a current ticket bookingI appreciate the opportunity to review your account and respond to your concerns
From your
complaint, you booked tickets on July 16, for travel on August 14, The concern is the seat allocations; you have attempted several times to obtain seats, each time the seat map on the website has seats available; however, they will not accept or acknowledge your requestYou believe that Orbitz displays the seat map erroneouslyYou feel that as a travel agency, Orbitz has the authority to control the seat maps which are provided by the specific airlinesFurthermore; your perception of Orbitz has become discontented due to the service you have received
Ms.*** I do understand your concern in this matter; travel can be a hectic experience, and Orbitz does try to meet the expectations of our customers with current information made available on the website along with vendors
As an Internet travel agency, we try to provide as much information as possible to our customers, as provided to us by the carriersWhen airline tickets are booked through Orbitz, the request is sent directly to the airline for confirmation of the spaceThe airline usually confirms the space to Orbitz in a matter of secondsOrbitz, like any travel agency, cannot sell tickets for an unconfirmed or wait listed flightAll segments of the trip must be confirmed for a ticket to be generated
On your behalf, I have attempted to select seats via the Orbitz website, finding standard seats available; the same situation occurredAdditionally, I have attempted to access your reservation via the airlines' website, which displays the identical seats; however, after accepting the seats, there is a charge displayed
I have contacted the airline, Air Canada, regarding the concernThe airline has adopted a policy regarding advanced seats, regardless of the standard or preferred seating on the flight; all advanced seat requests are assigned for a feeThis is the policy of the airline, Air Canada, not Orbitz
On the Orbitz website, in the customer support section, we provide guidance for customers who require special seating assistanceWe recommend that you contact the airline for seating assistance as Orbitz is not able to override any controls which the airline may have in place regarding its seating allocations
If you choose to pay the advanced seat fee, the amount per passenger per direction is $The preferred seating has a fee of $per passenger per directionSeat assignments are complimentary hours prior to the flight departure date; you may go directly to the airlines' website on August 13, and check-in, obtaining seats for August 14, The same policy would be in place for the return flight; you may cheon August 20, to obtain complimentary seating
We take our customers' comments very seriously, and I thank you for your honest feedback
Ms.*** we apologize for any misunderstanding this might have causedOrbitz hopes to have a future opportunity to serve you with your travel planning needs
Sincerely,
***
Orbitz Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2014/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Orbitz listed Air Canada in the website as the air line that accepts seat request from OrbitzThis wrong information misled customersIt is obvious that Orbitz did not even go through the seat request process prior to advertise its promise
Final Business Response /* (4000, 13, 2014/08/13) */
Dear Ms.***
In your most-recent letter, 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
The seat map is valid and correct; the issue is not the presentation, but the fact the airline, Air Canada, does not allow advanced seat allocations either standard or priority for freeThe airline charges for advance seat assignments regardless of where the purchase was made
On the Orbitz website, in the customer support section, we provide guidance for customers who require special seating assistanceWe recommend that you contact the airline for seating assistance as Orbitz is not able to override any controls which the airline may have in place regarding its seating allocations
Orbitz does not collect fees for seat allocations; if the seat request is not confirmed by the airline, there is a reasonIn your case, the stipulation of the fees for advanced seating
We have given this matter every consideration and at the same time, provided you detailed responses regarding it
We 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,
***
Orbitz Customer Relations
Final Consumer Response /* (4200, 11, 2014/08/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To Whom it may concertn:
1, Orbitz admitted that Orbitz did not verify the seat requesting process with Air Canada before advertising standard seat request capability on Orbitz.comThe fact is that Air Canada did not hornor any Orbitz standard seat request
2, Orbitz did not inform the consumer that Air Canada does not honor any standard seat request through Orbitz in the tickent booking process
3, Orbitz failed to inform the consummer the reason why Air Canada rejected seat request through Orbitz.com

Dear Mr***, The Revdex.com has shared with us your correspondence regarding your recent experience with OrbitzIt is my understanding you were upset to learn your reservation at the First Landing Beach Resort and Villas, with Orbitz booking number ***, did not
qualify for our Best Price GuaranteeI appreciate the opportunity to review your account and respond to you On behalf of Orbitz, I would like to apologize for any frustration this has caused you Please know the terms and conditions for our Best Price Guarantee program have recently changedAt the time you booked your reservation the terms and conditions stated that a reservation had to be purchased with a credit card with a United States billing address; therefore, this is why your claim was denied Mr***, we show that you have canceled your original reservation and have rebooked at the lower rate; however, we do value you as a customer, and as a gesture of sincerity for your disappointing experience we have added $in Orbucks to your accountThey are valid until February 16, and are available to be used towards your next qualifying prepaid hotel booking We appreciate your business and hope you will continue to use Orbitz in the future for your travel needsSincerely, *** *** Orbitz Customer Relations Chicago, IL

Initial Business Response /* (1000, 5, 2014/04/30) */
Hi***
Thank you for contacting Orbitz via the Revdex.comWe appreciate the opportunity to review and respond to your concern
I understand that you made a self-booked reservation for United Airlines via
Orbitz.com and requested cancellation 48hours after bookingAs a refund was requested and denied a credit card dispute has been filed and refund is still demand in lieu of payment
***, in order to fully review your service concern Customer Relations would require the Orbitz Confirmation # beginning PBORB and the member email address associated with the booking in your concernPlease understand, Orbitz is a global company and the email provided does not match a reservation within our recordsIn addition your name is not unique within our systemThe Orbitz Confirmation information and member email associated is required to investigate any issue
In addition, dispute number indicates a payment issue
Regrettably - payment must be rendered prior to the continuation of service; and any dispute issue must be processed securely and in accordance with banking practices and Orbitz policyPlease understand only specific Orbitz teams/individuals have investigative access to such sensitive recordsAny dispute will have contact info and instructions for resolving your financial matter in accordance with "best practices/rules"Orbitz will not violate the sharing/security of your member accountYou must take proper action as advised in your dispute to resolve the financial matter you've initiated
***, while I am not able to address your specific concernI am able to provide general response
Please know that airfare and airline fare rules are under the purview of the airline the customer selects at the time of self-booking onlineThe airline would collect full payment for airfare directlyThis billing information is verifiable by reviewing your credit card statementWhen a credit card dispute is filed by the customer, the airline contacts Orbitz for demand of paymentTherefore Orbitz in turn demands payment as agreed for purchase from the mutual customer
Please understand, in the case of non-refundable ticket - the airline fare rules, accepted by the customer at the time of booking under "Agree and Book", would dictate the airline penalty for any change/cancellationThe fare rules are inviolable for Orbitz; as a third party, we must adhere at all timesOnly United Airlines is able to provide refund in the case of non-refundable purchase by the customer - as the airline holds the funds
However, Orbitz provides a 24hour reservation review period, in which some tickets can be cancelled for full refundThis is a standard of the travel industry as dictated by Airline Reporting Corporation (ARC)This type of cancellation is considered a "courtesy cancellation" and is available online from within the member account and via the IVR (interactive voice response system)Orbitz also provides service assistance via phone, chat, and social media 24hours per dayCustomers have multiple service options for courtesy cancellation
Typically, if non-refundable tickets/itineraries are cancelled after the "courtesy period", in lieu of airline refund the customer would retain airline creditHowever, the credit/ticket validity, penalties/fees, restrictions, etcof the original ticket would be applied to any airline creditTypically the only exception is in case of death of traveler or immediate family member; and as advised, only the airline is able to waive their rules or determine exception
Unfortunately, from your comments, I understand the customer failed to cancel the reservation within the timeframe allowed and has refused to render payment as agreed for the purchaseRegrettably, airline credit for transactions in dispute may not be possible
***, I sincerely apologize for any disappointment but in order to provide further information regarding your specific issue any billing dispute must be resolvedIn addition, to investigate your unique reservation and issue - we'd require your Orbitz reservation and account info as requestedTherefore, we would request following the instruction of your credit card dispute -payment as agreed at the time of booking is expected
Thank you for sharing your concernWe do hope your financial dispute is resolved quickly
Sincerely,
***
Orbitz Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (3000, 7, 2014/05/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I made a reservation for ***@yahoo.com from MKE to SFO by United on 10/2/I am sure you can locate the record by the dispute number
I cancelled right away and per your policy I have no obligation to pay for the cancelled ticket
Final Business Response /* (4000, 13, 2014/05/24) */
Mr***,
Orbitz Courtesy Cancellation policy is offered in accordance with supplier fare rules and ARC policyWhen courtesy cancellation is applicable, Orbitz advises at the time of online booking; as well as within the Orbitz Member AccountUnfortunately, regardless of the courtesy cancellation period or policy, Orbitz received no cancellation was request for Orbitz Confirmation#, *** (ORD/SFO)
Mr*** there were three (3) active reservations under this Orbitz Member Account
Orbitz received cancellation requests for only two (2) reservationsThis reservation info was, fully accessible for review within the member accountAs three separate reservations/tickets were booked, each individual reservation/ticket requiring action, requires a specific request for any action (change/cancel)In this case, action was only requested for two reservationsNo cancellation was requested for Orbitz Confirmation #*** (ORD/SFO)
Please know, in review of your comments I found that Orbitz Confirmation #*** (ORD/SFO) is not the itinerary you described in your comments to the Revdex.comThe reservation you indicated, MKE/SFO for United, is Orbitz Confirmation #PBORBXXXXXXXXXX which was cancelled and refunded ($354.60USD)For your records, I've included your comment below:
"I made a reservation for ***@yahoo.com from MKE to SFO by United on 10/2/I am sure you can locate the record by the dispute numberI cancelled right away and per your policy I have no obligation to pay for the cancelled ticket"
Mr***, it is Orbitz Confirmation# PBORBXXXXXXXXXX, ORD-SFO that was not requested for cancellation, and is indicated in your credit card dispute ($355.80USD)
Please understand, the American Airlines ticket, for the same "routing", ORD-SFO, was cancelled and refunded ($355.80USD); as United Airlines, MKE-SFO, was cancelled/refunded ($354.60USD)Regrettably, while I appreciate your distress, this unfortunate situation is not due to error on the part of Orbitz
Orbitz is primarily a self-booking siteCustomers are responsible for reviewing their selections, reservation details; and payment as agreedOrbitz provides immediate online confirmation, 24Hour access online to all bookings via the Member account; and confirmation emailIn addition, Orbitz offers 24Hour phone assistance, as well as online ***, social media assistance, and conventional email
Mr.*** I wish our response could be more favorable and I do understand how such a misstep may happen; but regrettably, Orbitz is not at faultIn this case cancellation was provided as requestedNo cancellation request was made of the second ORD-SFO ticketTherefore, payment as agreed and advised previously is due in the amount of $355.80USD
Thank you for allowing us to review your concernWe do hope this financial matter will be quickly resolved
Sincerely,
***
Orbitz Customer Relations
Chicago, IL
Final Consumer Response /* (4200, 11, 2014/05/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I cancelled each flight on the phone,
Not cancelled out of courtesy by orbitz
If orbitz did cancel the flights by courtesy,
What's orbitz courtesy cancellation rule? Why the 3rd flight were left alone?
There got to be a mistake in orbitz record keepingI want your collection reversed and notify credit scoring agencies of your mistake ASAP

Initial Business Response /* (1000, 5, 2014/04/04) */
Dear *** Thank you for contacting Orbitz regarding your recent attempt to complete a booking and the prices for the flights you selected keep changingOn behalf of Orbitz, I sincerely apologize for this disappointing experienceWhen
the flights you select changes price, this means the airlines have sold out on that price, and they have not yet updated our websiteIf you want to provide me with the flights, dates, airline and city pair you are attempting to book, we will contact the airline to have them update our website accordinglyOn behalf of Orbitz, I sincerely apologize for the inconvenience this situation caused youAs a gesture of our sincerity, Orbitz has issued you a $future travel voucher to use on your next 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 needsHere are the instructions for the future travel voucher: When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [email protected] reference case number*** 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 for one year from the date of this letter, until April 4, Orbitz values your patronage, and we hope to have a future opportunity to serve you with your travel planning needsSincerely,*** Orbitz Customer Relations Chicago, IL
Consumer Response /* (3000, 12, 2014/04/21) */
That is not a solutionMany people get ripped of from that kind of business practice and offering me a discount does not solve the problem nether any future problems
Business Response /* (4000, 14, 2014/04/29) */
Dear***
Thank you once again for your continued correspondence and persistence
We have given this matter every consideration and at the same time, provided you detailed responses regarding itWe regret your on-going unhappiness with our serviceAs we have evidently reached an impasse, there will be no further replies forthcoming from our office regarding this issue
Sincerely,
***
Orbitz Customer Relations
Chicago, IL
Consumer Response /* (4200, 16, 2014/04/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As a lack of quality response and ripping off features on your website I purchased my international tickets through a different provider
I hope other people can see the business model of orbitz.com and your affiliate websites with information that you say not updated and I say TRACKING ip and cookies to get bigger pricing on ticket

March 14, 2016Revdex.comRe: Orbitz Case #: S-***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 *** *** (Revdex.com case number ***) regarding reservationsWe understand the customer is requesting that Orbitz honor her Best Price Guarantee submission requestUpon further research, we are unable to locate an Orbitz account related to the customer’s complaintWe respectfully request that they provide us with an email address used to book the reservation and the itinerary numberThe requested information will enable us to appropriately address her concernsIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, *** ***Tier Customer Service

Initial Business Response /* (1000, 5, 2014/07/15) */
Dear ***
The Revdex.com has shared with us your correspondence regarding your recent experience with OrbitzI understand you are upset when you arrived at the*** Sea Tac Airport you were placed in a smoking
roomI appreciate the opportunity to review your account, and respond to you
On behalf of Orbitz, I apologize for any frustration this has caused
After further research, we do show when the booking was made the room description selected was as follows," King bed smoking suite with free continental breakfast, free high --sfk1-- speed internet and desk." As the room you selected was smoking this was the room offered to you upon check-in
*** we do understand you were disappointed with the property and are requesting a refund for the reservationWe have contacted the property and requested a refund for the reservation; however, they have advised no refund will be given
As Orbitz is an online booking agency, we do have to abide by the rules placed on your reservation by the property
Nevertheless, we do value you as a customer, and as a gesture of sincerity for your disappointing experience, we have increased the amount of your voucher from $to $Our 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 [email protected] reference case number *** and my email offering the $voucher in your requestOrbitz will then issue a credit to the card used for the new bookingThis offer is valid until July 12,
*** we wish our response could be more favorableWe appreciate your business, and look forward to serving you in the future with your travel needs
Sincerely,
***
Orbitz Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (3000, 7, 2014/07/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response because July 10th an Orbitz representative called and logged in this notes that the hotel will accommodate me the next two days in a non-smoking roomHe too found there was no icon to select smoking or non-smokingHe also shared he will send me a $voucher which I have not receivedIf the hotel could not accommodate me, I would have cancelled the next two days free of charge (I had free cancellation)The hotel assured me and the rep names*** from Orbitz that will accommodate me and that cancellation is not necessary and that the room will be cleanI was in a dirty room and I took picturesI asked Orbitz why they are doing business with a company that is lyingTheir rooms were not air-conditionedThat is advertingOrbitz said they are not responsible for thatSo there is no accountability for their customer's careThis is dangerous when there is no accountability and a customer is stranded in another city and has no place to goAlso, I would have cancelled the next two days but the hotel agreed to work it out and Orbitz was on the line and*** shared he noted thatThat's why I was given the $voucher which I still have not receivedThis type of business has to end because no one is being accountable for the loss and horrible circumstances a customer is in
Final Business Response /* (4000, 9, 2014/07/17) */
Dear ***
Thank you for your response
Please know, when we contacted the hotel they did advise they would be change your room the next day to a non-smoking roomOrbitz had no reason to believe they would then move you again to a different room
*** the room you selected for the reservation clearly stated it was a smoking room; therefore, this is the room type you were given when you arrived at the hotel
As I previously stated, we have increased the future travel voucher you were offered from $to $
Below are the instructions for when you want to redeem your future travel voucher:
When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [email protected] reference case number *** and my email offering the $voucher in your requestOrbitz will then issue a credit to the card used for the new bookingThis offer is valid until July 12,
Sincerely,
***
Orbitz Customer Relations
Chicago, IL

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,
*** ***
P.SAll I wanted was a refund minutes after booking this trip and they tried to over charge me almost $1,I should not have been on the phone from March 7th at 10:until March 8th at 12:Almost 1/hours on the phone and so called supervisors later , This is unacceptable and I would never do business with this company again or any of their sister companies

Booked a rental car through [email protected]:
Pick-up: Thu 17, December (11:04)
Address: Portland International Airport
City: PORTLAND, OR
Drop-off: Sun 20, December (17:00)
Car confirmation number: ***
Use this confirmation number when contacting the rental agency directlyPrice, to pay at the pilocation in the local currency: USD Tax included in rate: Yes
Your information will be provided to Hertz to confirm your reservationYour card will be charged by Hertz at the time of your rental or as otherwise noted in their terms and conditions
Upon returning the car to Hertz on time, tank full and no damage, I was charged $Call to Hertz, Alaska and Orbitz all claiming no responsibility for not honoring the original Orbitz Price Guarantee

Complaint: ***
I am rejecting this response because:As per one of your customer care email:" As an online travel agency, we make sure to give the important information before getting the approval of the customer to book a reservation"This didn't happen in my caseYou charged me the fees but you didn't gave me all details before bookingAs I told earlier I could ave taken care of ***, if you ahd told me that I need it. As an travel agency it's your responsibility to tell me that I need transit *** and then once you tell me this, it's my responsibility to arrange ***.Your site never told me that I need transit *** for that travelPlease advise were I can escalate this
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/09/02) */
Dear Ms.***
The Revdex.com has shared your recent correspondence pertaining to your travel segments being cancelledOn behalf of Orbitz, I apologize for any confusion, and appreciate the opportunity to review your
account and respond to your concerns
I have reviewed your reservation history to better understand the nature of your concernsUpon reviewing your account, our records show the reservation request for travel on November 16, However, we were unable to confirm your booking and your ticket was not issuedThe booking was cancelled and an email notification regarding the flight cancellation information was forwarded to your email on fileI apologize for the inconvenience this may have caused
Ms.*** we are unable to honor you the fare since it is no longer available, however, as a gesture of our sincerity, Orbitz would like to offer of a $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 ***@Orbitz.comPlease 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 for one year from the date of this letter, until September 2,
Ms.*** 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,
***
Orbitz Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (2000, 7, 2015/09/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate both the Revdex.com and Orbitz in helping to clarify the cause of my flight cancellationI accept the $credit in good faith of their business
Thank you,
*** ***

Initial Business Response /* (1000, 5, 2014/10/15) */
Dear Mr***
The Revdex.com has shared your recent correspondence pertaining to your customer service experience at the*** I appreciate the opportunity to respond to your concerns
I will be happy to
review your account; however, I am unable to locate the reservation in question by the email address providedIf you would like to forward the Orbitz record locator and the email address used to confirm your booking, we will be happy to address your concerns
Sincerely,
***
Orbitz Customer Relations
Initial Consumer Rebuttal /* (3000, 8, 2014/10/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am unclear of what response u are referring toAs far as I can see I've heard no response, resolution or refund from the hotel
The e-mail address used for booking the hotel is:***
Orbitz Trip ID: ***
Below is your booking confirmationThank you and enjoy your trip
Please print this e-mail and take it with you on your journeyView or cancel your reservation online
Reservation Details
Skyway Inn
***
Check-in: 10/10/2014, 12:PM
Check-out: 10/11/2014, 11:AM
Name on reservation: ***
Number of guests:
Hotel confirmation number:***
Use these numbers when you contact the hotel directly
Room Description
Standard Queen - queen bed with Continental breakfast
Total amount charged to your card: USD
Taxes and fees: USD
Your information, excluding your credit card number, will be provided to***to confirm your reservation$will be charged to your credit card upon bookingThis charge will appear on your statement as ***
If I am unavailable to talk with please contact my girlfriend *** at XXX-XXX-XXXX and the e-mail *** or my mother*** at XXX-XXX-XXXXThey are fully aware of the mishap with the hotel and were both involved in the correspondence with the girls at the front deskThe ladies at the front desk were very rude to my family, and were and have continued to be unhelpful when called
Final Consumer Response /* (4200, 12, 2014/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am very upset by the response from the***hotel in SeattleMy family has tried multiple times to contact a manager and the owner and have heard nothing backI do appreciate the help from the Revdex.com in trying to resolve this issue, however I am not happy with the outcome.I will accept Orbitz travel voucher, but do not accept the***Hotels responseI want to be refunded all the money I had to spend because of the hotels mess-upIf the hotel had woke me up on the agreed upon time of 5am, which they wrote down in a book, and or had a working alarm clock in the room I never would've missed my 7am flight to Manzanillo, MexicoBecause the girl who I believe might've been drunk after she asked me for a beer on the second night did not do her job I was forced to pay a lot of extra money, have a longer layover, and have to fly into a different airport that was hours away from my destinationThey should take responsible for their and the girls at the front desks mistakes and pay for my change fee, my hour ride to my destination, and my first nights stayBoth front desk girls were very rude to myself and my family and would not connect me with a manager or owner to discuss the issuesI had very little money to visit my father and family with and because the hotel made me miss my flight I have noneThat money never would've been used had the hotel woke me up on time or even had an alarm clock in the roomOn the second morning at the hotel they again did not wake me up for my flight, and gave me a broken alarm clockHad it not been for my family calling I would've missed my flight for a second timeThe hotel needs to take responsibility by paying me back and provide customer service training to their employeesIf you need further information you may contact my familyThey are fully aware of what went on with the hotel and experienced first hand their disrespect when asking for help in resolving the issueIf I am unavailable to talk with please call my girlfriend *** at XXX-XXX-XXXX and my mother *** at XXX-XXX-XXXXThey are fully aware and involved in the situationThey will help you with any information u need
The e-mail address used for booking the hotel is: ***@yahoo.com
Orbitz Trip ID: XXXX-XXXX
Final Business Response /* (4000, 14, 2014/10/31) */
Dear Mr***,
Thank you for your follresponse, and I appreciate the opportunity to respond to your continued concerns
We certainly apologize for this disappointing experience, but this is a situation that cannot be verified by OrbitzWe have contacted the property on your behalf, and they have advised that they will not offer any further refunds on this issueThey allowed you to stay the second night without cost, but would not allow a refund on the first night
Mr***, we have issued you a future travel voucher in the amount of the hotel stay as a gesture of goodwill, but we are unable to offer a refund for the bookingI wish that I could offer you a more favorable response
Sincerely,
***
Orbitz Customer Relations

Dear *** *** Thank you for contacting Orbitz regarding a reservation you tried to confirm on our
websiteIt is my understanding that the reservation did not go through, but your *** account was still chargedI 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 caused youAfter reviewing your account under the email address, *** I did not show a confirmed reservationIf the reservation did not go through, the charges you see on your *** account are actually soft charge, or temporary authorizationsWhen you click the reserve button on the final booking page, we make the soft charge on your account in order to validate the *** account and hold the funds for the cost of your reservationIn return, the bank sends back an approval codeAt the same time, we communicate this information to your bank; Orbitz sends the reservation request to the airlines to obtain a confirmation for the flight reservation requestedIn this case, the airlines most likely sent back a message advising the flight and/or fare for that itinerary selected were no longer availablePlease be assured these charges automatically drop off within 3-business days, depending on your bank*** *** if you would like the charges removed sooner, please contact *** directly. Unfortunately, this is something that Orbitz cannot assist withAs 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 booking. Our 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 *** and my letter offering the $voucher in your request. Orbitz will then issue a credit to the card used for the new booking. This offer is valid for one year from the date of this letter, until December 22, *** *** we appreciate your business and we hope you will provide us with a future opportunity to serve your with your travel planning needs Sincerely, *** *** Orbitz Customer Relations Chicago, IL

Dear Ms***, Thank you for your follresponse, and I appreciate the opportunity to address your continued concernsPer my previous email and our conversation on February 4, 2016. Orbitz will process the refund of your tickets less the airlines cancel fee. Orbitz will refund you the airlines cancel fee in the amount of $849.00, which is more than previously quoted due to the current currency exchange rate. Please know your refund has been processed, please allow days for the refund to appear on your accountAlso, in my previous email, I advised I will surrender the $voucher to your account. However, if you choose to keep the voucher and use at a later date that is also an option. Ms***, if you want the voucher surrendered, please let me know. Otherwise, the voucher is good to use until February 3, for your next prepaid Orbitz.com airline, hotel or vacation package bookingWe 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

Complaint: ***
I am rejecting this response because:Orbitz is giving informationYes, I did make a permanent account prior to looking at ticketsThe reason being was I have had an account with Orbitz for years under the email ***@wintergroupinc.comHowever, I no longer work there or have access to my old work email, so I needed a new accountI did look at tickets to go to Virginia and when I looked they were $When I logged in to play around with dates I noticed they were $I did call Orbitz, however they are stating that I did notRegardless of weather they are saying I called which I did, I still however did not confirm a ticket purchase onlineI noticed the charge on my card and I did call OrbitzI could not have made this trip because I could not take my daughter and that is why I never booked it along with the fact that the prices went up and I told Orbitz thisThen on 5/11/I get an email from *** Airlines emailing me telling me in preparation for my upcoming tripI immediately called Orbitz and they were a living nightmare to deal withI was put on hold with no resolutionSo, I call *** Airlines and talked to *** and she told me to all Orbitz and to get a refundBut, they refuse to refund meHow can they charge me for a trip I did not confirm? It makes no senseAnd, it was cancelled, I never flew to VirginiaI never booked a hotel, etcI feel like this is horrible customer service on their part
Sincerely,
*** ***

Having to delay a return flight home due to the death of the person we were visiting and being told no problem just let us know when you can fly outWe ended up paying for another flight home because we were told now they can't help usWill not give us a refundHave been lied to by very polite people foe the last days

Dear Mr***, The Revdex.com has shared your recent correspondence pertaining to the cancellation of your return flight due to not traveling on the outbound portion of the ticket. On behalf of Orbitz, I apologize for any confusion, and appreciate the opportunity to review
your account and respond to your concernsAt Orbitz, we understand the importance of making our customers’ aware of all supplier rules and restrictions. When a nonrefundable ticket is reserved, *** Airlines does require a $airline imposed change fee, and difference in fare to be collected at the time of change. There will also be a $Orbitz service fee. Upon reviewing your account, I do show that our agent was searching for different travel dates to the outbound and the return portion of your travel, not just the outbound portion of the flight. When a lower cost ticket is reserved, it can be more cost effective to reserve a new ticket if another airline is offering a lower rate verses paying the airline penalty fees. However, airlines do not allow a customer to not travel one portion of their flight segments, and retain value on the remaining segments of their booking. The airline will label your flight as a “No Show”, and cancel all remaining segments of your flight. These cancellations are not processed by Orbitz. They are processed automatically by an airlines system if a passenger does not check-in, cancel, or process a change to their flight prior to departure. This is a standard airline policy, and is advised in the rules and restrictions agreed too prior to confirming a booking. Mr***, we certainly apologize for any confusion; however, I am not able to verify that our agent advised that you could not travel on your outbound flight, and reserve a new one-way ticket. This is something that airlines do not allow, and all agents are aware of and is specifically stated in the fare rules associated with each ticket. As Orbitz does not hold the funds for the ticket reserved, I am unable to grant your refund request. Nevertheless, due to any confusion that occurred, Orbitz would like to offer you a $USD future travel voucher on your next prepaid Orbitz.com airline, hotel or vacation package booking. Our 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 [email protected]. Please reference case number *** and my letter offering the $voucher in your request. Orbitz will then issue a credit to the card used for the new booking. This offer is valid until May 31, 2017. Mr***, we appreciate your business and we hope you will provide us with a future opportunity to serve your with your travel planning needs Sincerely, *** *** Orbitz Customer Relations Tell us why here

Terrible customer serviceIts almost impossible to get to talk to anyoneStayed on the phone for hours trying to talk to customer serviceEventually I got someone on chatShe lied to me saying that the hotel manager at *** *** doesn't want to refund my money for the remaining balanceWhen I talk to the hotel manager, he had no clueHe did call Orbitz and confirm the refundOrbitz never called me to approve itSo....I will never use Orbitz for any of my bookings.This site sucks!!!! Terrible,terrible customer support!!!!

Initial Business Response /* (1000, 5, 2015/09/11) */
Dear Ms.***
The Revdex.com has shared with us your correspondence regarding your recent experience with OrbitzIt is my understanding you contacted Orbitz due to the rate lowering on your stay at
the*** All Inclusive ResortYou were advised to cancel the original booking and rebook at the lower rate; however, when you rebooked you noticed the rate was for only guest and you had to rebook again for an even higher rate than the original bookingYou are requesting a refund for the differenceI appreciate the opportunity to review your account, and respond to you
On behalf of Orbitz, I would like to apologize for any frustration this has caused you
After further review of your account, I do show you contacted our customer service department via chat, stated you saw your reservation price was lower and needed assistance in changing the reservationOur agent then advised that if you wanted the lower rate you would need to cancel the original booking, for which you would receive a full refund within days and rebook at the lower rateOur agent then canceled the original reservation on your behalf
Ms.*** we show the booking that was made for the lower rate that only included guest was not done by our agent, but instead by you or someone else on your behalf; therefore, we do not see this as an Orbitz errorIt was displayed to you during the booking process that the reservation and rate quoted was only for guestThis is what you agreed to when you completed the booking
Nevertheless, we do value you as a customer, and as a gesture of sincerity for your disappointing experience, we would like to offer you a $future travel voucher to be used on your next Orbitz.com bookingOur voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning 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 [email protected] reference case number 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 for one year from the date of this letter, until September 11,
Ms.*** I understand this may not have been the answer you were looking for; however, we do appreciate your business and hope you will provide us with a future opportunity to serve you with your travel planning needs
Sincerely,
***
Orbitz Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (2000, 7, 2015/09/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Dear Orbitz,
I accept your apology and voucher but I do want to once again reiterate that yes, I did complete the incorrect booking myself, however, because I was not sure that I was looking at the right price I chose to ask your representative to confirm for meThat was my way of trying to be cautious of doing anything wrong since I am not a professional travel agent with all of the knowledge to your website's fields and parametersSo he did give me the wrong information and instructions
Thanks,
***