Orbitz

Dear Ms***, The Revdex.com has shared your recent correspondence pertaining to changes to
your booking. 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. I found that you contacted Orbitz Customer Service on January 31, to change your travel dates to March 5. Orbitz Customer Service advised of the airline’s change fee amount of $1265.00, and you agreed to the change fees. Unfortunately, the agent advised you incorrectly of the fare rules. At this time, we are unsure how this unfortunate situation occurred. Furthermore, the tickets that you had purchased did not allow for any changes per *** Airlines fare rulesYou are had agreed to these terms during the booking process on our websiteAs a travel agency, Orbitz does have to follow the airline’s fare rules and restrictions, otherwise we would be fined. I apologize for any inconvenience this may have caused. Ms***, we do see that your tickets can be refunded less the airlines cancel feeThe adult ticket cancel fee is $248.00, for each child’s ticket the cancel fee is $and no cancel fee applies for the infant’s ticket, for a total of $842.00. Should you want the tickets refunded, less the fees, please let me know, and I will be happy to assist with your requestAs 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 ***@Orbitz.com. 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 February 3, 2017. Thank you for the opportunity to review this matter with you. We appreciate your business and hope to have a future opportunity to serve you again with your travel planning needsSincerely, *** *** 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
Thank you for your assistance in getting this wrong righted. I greatly appreciate your help
Sincerely,
*** ***

Dear Ms***Upon reviewing your reservation history, I see that you made
reservations on our website on November 3, 2015. During the booking process, we display
banners on each screen noting the courtesy cancellation policy, which states
that bookings can be cancelled before
10p CST the following day. On November 4, you cancelled your booking
after 10p CST and the reservation could not be refunded because you had missed
the deadline. I apologize for any
inconvenience this may have caused. On November 9, you contacted Orbitz Customer Service
regarding your cancelled booking and were told that in order to reuse the
ticket, there are penalty fees associated with the making changes. You go on your credit was not applied to your
new booking. Please understand when you
have a cancelled ticket, you need to contact Orbitz Customer Service to apply
the credit to the new booking, with $airline change fee, Orbitz $
service fee and plus any fare difference.
The fare rules are given and must be agreed to prior to booking your
reservation, and as a travel agency, we are required to follow these rules as
well. Nonrefundable tickets cannot be
refundedNevertheless, we do empathize with your situation, and we
are happy to waive our $service fee normally charged for ticket
exchanges, and I have documented your reservation accordinglyHowever, we are
required to collect the $airline change fee plus fare difference, if
applicable, at the time of the exchangeMs*** while I understand your disappointment; our
records show that the proper information was provided to you. We wish our reply could be more
favorable. Please be assured that Orbitz
values your business, and we hope to have a future opportunity to serve you.Sincerely,Luisa ***Orbitz Customer
RelationsChicago, IL

Dear Sharon, Thank you for the quick responsePlease know the fare rules on tickets; are placed by the airline themselvesWhen the reservation was booked; you were charged by Air France, and not OrbitzThis can be verified by checking your credit card statementDue to the circumstance, and on your behalf, I did contact Air France to see if they would refund or waive their penalty feesUnfortunately, my requests were deniedOrbitz, as a travel agency, has to abide by the guidelines placed by the carrierThe same guidelines would apply if you had booked on another website or with the carrier directlySharon, your business, is truly valued, and we hope to have an opportunity to serve you in the futureSincerely, Jeanna *** Orbitz Customer Relations Chicago, IL

Initial Business Response /* (1000, 5, 2015/03/19) */
Dear Mr.***
The Revdex.com has shared your recent correspondence pertaining to not being able to utilize your flight ticket credit towards a new packageI appreciate the opportunity to review your account and
respond to your concerns
When reserving a package, your flight, hotel, and car are priced as a bundle for increased savingsIf a package needs to be canceled, we can cancel and process a refund for the hotel and car as long as the suppliers' cancellation policies allow as Orbitz charges you directly for this portion of the packageHowever, the airline portion of your package is charged by the airline directly, and the tickets are non-refundable
Mr.*** US Airways does allow for your ticket to be held for future use; however, this credit remains with the original confirmationThe original ticket number must be exchanged showing a record of the new flights and all historyThese funds are held by the airline directly, and are not an Orbitz creditPenalty fees must be paid as advised, so the ticket cannot be bundled as a new package reservation
Mr.*** we certainly apologize for any confusion, but in order to utilize the credit, it would have to be booked separatelyNevertheless, we do value you as a customer, and as a gesture of our sincerity, Orbitz would like to offer you a $USD future travel voucher on your next prepaid Orbitz.com 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 until March 19,
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

Complaint: ***
I am rejecting this response because:It is a completely inadequate and dishonest response
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThere is still the issue of credit card fees but I am happy to have this step in the correct direction
Sincerely,
*** ***

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,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11823799, and find that this resolution is satisfactory to meI have not received the deposit but I do understand that it may take a few days
Sincerely,
Nicole Kris

Complaint: ***
I am rejecting this response because it is not credible&n**p;I can't believe that prices for hotels were not available for purchase when I clicked on them in the space of two minutes&n**p;I have filed a complaint with both *** and with the *** *** of the State of California for advertizing and fraud
Sincerely,
*** ***

Dear Mr***,
face="Times New Roman"> The Revdex.com has shared your recent correspondence pertaining to charges being processed by the *** Inn & Suites *** ***, and your reservation was prepaid. On behalf of Orbitz, I apologize for this disappointing experience, and appreciate the opportunity to review your account and respond to your concerns
Please know that I have contacted the *** Inn, and they have advised that they will refund your credit card, and properly charge Orbitz directly. Please allow to business days for the refund to process
Mr***, we apologize again for any inconvenience this has caused, and due to the disappointment this has caused, I have added $in Orbucks to your Rewards account. Your Orbucks are valid for one year, and these can be reviewed by logging into your Orbitz account directly
Thank you again for the opportunity to address your concerns. We do appreciate your business, and look forward to serving you in the future
Sincerely,
*** ***
Orbitz Customer Relations

Dear Mr***, The Revdex.com has shared your recent correspondence pertaining to the dates confirmed
on your reservation under Orbitz record locator ***I appreciate the opportunity to review your account and respond to your concernsAt Orbitz, we understand the importance of properly confirming the dates our customers choose during the booking processPlease know we have thoroughly reviewed the history of your booking process, and we do show we properly confirmed the dates chosenThe dates were recapped throughout the booking process, displayed on the confirmation page, updated in your “My Trips," and on the email confirmation that was forwarded to youIf we had been contacted during the courtesy cancellation timeframe, we could have canceled the booking for refundHowever, once this time frame had passed, we were required to charge all airline rules and restrictionsMr***, I understand this is not the response you were hoping for, but we are not showing there was an Orbitz error during your booking processThank you again for giving me the opportunity to address your concernsSincerely, *** *** Orbitz Customer Relations Chicago, IL

Complaint: ***
I am rejecting this response because: I have sat on the phone with Orbitz and spoken to a supervisor for over an hour. The supervisor told me the number *** does not come up in their system. They then put me on hold AGAIN to transfer me to corporate. which I sat for longer and no one ever came to the phone! this is the WORST customer service IVE ever experienced!I WANT A REFUND!
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/08/07) */
Dear Mr.***
The Revdex.com has shared your recent correspondence pertaining to the promotional code not being appliedI appreciate the opportunity to review your account and respond to your concerns
From your
complaint, a package of air and hotel on July 12, for travel on September 13, The concern was the promotional code, TRIP, not being applied to the packageUpon speaking with customer service, believing the issue would be resolved; the matter became worseYou are asking for the $to apply to the packageFurthermore; your perception of Orbitz has become discontented due to the service you have received
Mr.*** 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 terms and conditions associated with ticket bookings along with knowledgeable and comprehensible staff
Please be advised, the website was designed as a cancel and book module; we are unable to make modifications to existing bookings without canceling the itinerary or hotel space and then re-booking or re-selling the space at the current price
In the initial contact, the representative should have reviewed the promotional code already in use under the packageClearly, this was not the case
I have forwarded your complaint to the training department for coaching and trainingOur procedure was not followed, with no fault of yours, and your actions were justifiably correct
I certainly do apologize, as we understand time is of great value
We thank you for bringing this to our attentionOur Director will address this issue with the agent to ensure better service in the futureFeedback such as yours is critical to the operational side of our business
Nevertheless, I do understand your point; Orbitz will honor the request and credit $to the card ending in ***This will process today, August 7, Please allow to days for the credit to appear on the statement
Unfortunately, the credit and or promotional code will not appear in the "My Trips" section or anywhere in the actual booking, as this was based on the previous acknowledgment regarding modification of bookings
We take our customers' comments very seriously, and I thank you for your honest feedback albeit the result was not what you were expecting
Mr.*** 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 /* (2000, 7, 2015/08/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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
The only request I would make before closing this complaint out is for Orbitz to send me an email confirmation directly so I can have it in my file. Thank you.
Sincerely,
*** ***

Complaint Department Re: Orbitz.com Case #: *** Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from *** *** We regret to hear Mr*** did not accept our response and/or resolution offered As previously advised, on June 28, 2017, during the booking and checkout path on our website, it was disclosed to the customer 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 Orbitz.com serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providersAs a result, we strongly recommend to our customers, who choose to book travel on their own, to carefully review the details of the trip as well as the fare rules or cancellation policiesOrbitz.com makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasingShould they encounter any discrepancies or have additional questions, we ask that they call us prior to finalizing the reservation Orbitz.com is unable to honor the refund request and request that the Revdex.com advises the customer, we consider this issue as closed and will no longer address this issue any further We thank you for allowing us to address this matter further 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
please place the voucher as a credit on my orbitz accountAnd I will check my bank account for the deposit within daysThanks!Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10952070, and find that this resolution is satisfactory to me
Sincerely,
Elisabeth ***

Dear Ms***, The Revdex.com has shared with us your correspondence regarding your recent experience with OrbitzIt is my understanding you state when you canceled your reservation to *** you were advised that you would receive a refund for the
reservation; however, you have since learned that the reservation was non-refundable at the time of the cancellation On behalf of Orbitz, I would like to apologize for any frustration this has caused you As a travel agency, airlines do give us the option to void a nonrefundable ticket within a specific time period so if there are errors madeThis is a courtesy that we make available to our customersHowever, the time period is very strict, and once the time has passed, we would no longer be able to offer this servicePlease know *** Airlines does allow us to courtesy cancel a reservation up until 10pm CST the day after booking; therefore, you would have had to cancel your reservation by 10pm CST on January 13, to qualify Ms***, after further review of your reservation we show that the tickets were canceled at 10:18pm CST on January 13, 2016, which is after the courtesy cancellation timeframeFurthermore, at the time of cancellation the website would have advised that the reservation was non-refundable and while you would not receive a refund to your credit card each passenger would have the amount of their ticket to use towards a future *** Airlines flightUnfortunately, as your reservation was not cancelled within the courtesy cancellation time period, Orbitz would not be in a position to process a refund for the ticket We wish our response could be more favorableWe appreciate your business and hope you will continue to use Orbitz in the future for your travel needs Sincerely, *** *** Orbitz Customer Relations Chicago, IL

Dear Ms***,
The RevDex.com has shared your recent correspondence pertaining to your refund request due to your disappointment in the hotel property. I appreciate the opportunity to review your account and respond to your concerns As the booking in question was not directly reserved via Orbitz.com, I did forward your concerns to the appropriate party. We have been advised that due to your continued disappointment, they have granted your refund request.
Ms***, thank you again for the opportunity to address your concerns, and we apologize for this disappointing experience Sincerely,
*** ***
Orbitz Customer Relations
Tell us why here