Orbitz

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,
***

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