Orbitz

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

Complaint: ***
I am rejecting this response because: I feel it does not make up for the stress, inconvenience and the hours of time I wasted fighting with reps in India to finally correct and resolve this serious issueIn fact I saved Orbitz considerable money and serious problems by discovering this egregious error before it became any worse or costly.
I would agree to $credit / voucher applied to my Orbitz account with no restrictions on its use for future hotel or package booking
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
When booking in orbitz.com I selected the filter "all inclusive" where the hotel I reserved populatedAs such I feel I was scammed into selecting the hotelIf clearly under orbitz reviews of this hotel others are stating the same problem obviously there is an issue on the side of orbitzWhen selecting a vacation package common people are under a budget and should be provided what they have selectedTherefore I am rejecting this response under the circumstance of advertising on the part of orbitz.
Sincerely,
*** ***
*** ***

Initial Business Response /* (1000, 5, 2015/08/03) */
Dear Ms***
The Revdex.com has shared with us your recent correspondence regarding your experience with OrbitzIt is my understanding that you purchased*** Insurance with your reservation and were
disappointed to learn that it did not cover your reason for changing or cancelling your airline ticketsOn behalf of Orbitz, I would like to apologize for any frustration this has caused youI appreciate the opportunity to review your account, and respond to you
Please know,***, the insurance provider for Orbitz Worldwide, provides a number of different travel partners with various insurance plansWhen you booked the travel insurance on Orbitz.com, we provided the following information for your review:
Peace of mind is only a click away with travel insurance from***
Get reimbursed up to 100% if you cancel or interrupt your trip for reasons like covered illness, injury, layoff, and more
Emergency medical/dental, travel and baggage delay coverage
24/award-winning live support (Stevie Awards for Customer Service)
Important Fact: the average out-of-pocket cost of medical emergency transportation outside the U.Scan be as high as $25,000!
Terms, conditions and exclusions apply, learn moreProduct available to residents of all states except: WAPlans underwritten by Jefferson Insurance Company or BCS Insurance Company
When you click on the "learn more" link, you are directed to***'s website, which explains the coverage and covered reasons for compensation in more detail
Please understand we feel the information provided on the website regarding the travel insurance clearly explains that you will only be reimbursed if your reason for cancellation is covered, just as with any insurance
Furthermore, with a goal of being fair with all customers, airlines have developed uniform guidelines in applying their tariffs and fare restrictions, and there are generally no exceptions granted to these guidelinesAs a travel agency, Orbitz is required to apply the applicable airline fare rules when performing a ticket exchangeAs a distributor of tickets for the airline, we do not have authorization to waive change fees or issue refunds for non-refundable ticketsThe rules and fees charged to make a change are the same whether the reservation was booked with Orbitz or with the airline directly
Ms*** thank you for providing us with the opportunity to respond to your concernsWe truly value your business and hope to have a future opportunity to service your travel needs
Sincerely,
***
Orbitz Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (3000, 7, 2015/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will not do business with Orbitz in the future - Orbitz has lost my businessThis travel insurance is a scam and misleads the publicShame on you Orbitz,

Dear ***,
Roman" size="3">
The Revdex.com has shared your recent correspondence pertaining to your refund request for the charges incurred for WiFi services at the Grand *** Principe La *** - All Inclusive as the service was inadequateOn behalf of Orbitz, I apologize for your disappointing experience, and appreciate the opportunity to review your account and respond to your concerns
We certainly regret to hear of your disappointment in the WiFi services provided during your stay. This is an amenity provided and charged by the property directly, and is not in the control of Orbitz.
***, we would not be able to grant your refund request of the charges incurred for the WiFi as this was charged by the property directly. Nevertheless, as a gesture of our sincerity, Orbitz would like to offer you a $USD future travel *** on your next prepaid Orbitz.com airline, hotel or vacation package booking. Our *** 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 ***:
When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at ***@customercare.Orbitz.com. Please reference case number *** and my letter offering the $*** in your request. Orbitz will then issue a credit to the card used for the new booking. This offer is valid until June 28,
***, 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
Tell us why here

Complaint: ***
I am rejecting this response because:Thank you for your responseIt is clearly that the agent misunderstand what I saidSince the agent works in your company can't even tell two and three, as a nonnative English speaker like me, why should I have to take the responsibility? I will say its a discrimination.You also said the price of tickets has changedI called in to change my flight on May, why should I pay the price for 7May?Orbitz really needs to improve customer service
Sincerely,
*** ***

Complaint:
I am rejecting this response because: Orbitz is profiting from their sub par website mistakes. Orbitz (and their competitors) offer discount to book vacation packages. Because of the website glitch, I was forced to book these separately and was not able to get the packaged discount. In addition they voided the original $promo code that was used at the time of booking. Another profit by Orbitz. Orbitz offer me a $voucher on future travel which is essentially nothing since $promo codes can be found often for this website. I would like to get some sort of discount on my current travel (not on upcoming travel) Please have faith if you make this right I would continue to use your service
Sincerely,
Henry ***

Dear Mr***, The Revdex.com has shared your recent correspondence pertaining to not receiving a refund as previously advised on Orbitz locators *** and ***I appreciate the opportunity to review your account and respond to your concernsPlease know
that I have reviewed Orbitz locators *** and ***. Each booking was for the amount of $for each way, and a refund was processed on March 10, as previously advised. The refund was processed to the *** ending in ***, which was the card used at the time of the booking. The two refunds in the amount of $each, are showing successfully processed, and should appear on your card within to business daysMr***, if you still feel that you have not yet received the refunds, you should contact your bank directly. Thank you again for the opportunity to address your concernsSincerely, *** *** Orbitz Customer Relations Tell us why here

Initial Business Response /* (1000, 5, 2015/09/03) */
Dear ***
The Revdex.com has shared your recent correspondence pertaining to the rate charged for the child's fare under Orbitz locator PBORBXXXXXXXXXXI appreciate the opportunity to review your account and respond to your
concerns
It is my understanding you have experienced an unfortunate circumstance regarding you trip on August 21, where the airlines could not find your booking and you needed to purchase new ticketsOn behalf of Orbitz, I sincerely apologize for this disappointing experience and appreciate the opportunity to review and respond to your concerns
While we certainly regret your disappointing experience, however I found that*** airlines had rebooked your ticket due to schedule change on the day of departureBecause*** issued a new ticket, Orbitz no longer has control of the booking to inform of any schedule changes and My Trips will not update accordinglyIn your situation, it would be necessary to contact*** Airlines directly for any compensationPlease understand that airlines do not allow agencies to request compensation on a customer's behalf due to their serviceYou can contact*** directly at http://www.delta.com/contactus/pages/comment_complaint/index.jsp
*** 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
Initial Consumer Rebuttal /* (3000, 7, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Orbitz
Thank you for your reply
The fact is that I have already contacted customer service of these companies: Orbitz, China ***Orbitz told me to talk to ***.*** told me to get to *** because money was given to *** told me that there was just seat reserved, no ticket had been booked
I think I give my money to your companyIt should be your responsibility to notify meEven if there is a flight change, your company should figure out how it could happen and give me an alternate choice or help me book another ticketHowever, your company never did that
Regarding the fault of the Airlines, your company should discuss with them instead of meBecause I give the money directly to you but I had a very terrible experience, that make me very unhappy
So I will absolutely ask refund from your company instead of other companyAs to refund from other company, that should be your case
I will insist on this because until now your company still send advertisement to me instead of giving me any apology emails
*** ***
Final Business Response /* (4000, 9, 2015/09/04) */
Dear ***
Thank you for your follresponse, and I appreciate the opportunity to address your continued concernsPlease understand that Orbitz was not involved in the flight disruption with*** Airlines, which lead to reissue of a new ticketWhile we certainly regret your disappointing experience, airlines do not allow travel agencies to request compensation on a customer's behalf when the airlines take over a booking as in your caseIn your situation, it would be necessary to contact*** Airlines
We understand this is not the reply you were hoping for, but we do hope that you understand that we are required to abide to the airlines' rules and regulations
Thank you again for the opportunity to address your concernsWe do appreciate your business, and hope we have a future opportunity to serve you again
Sincerely,
***
Orbitz Customer Relations
Chicago, IL

Initial Business Response /* (1000, 5, 2015/07/31) */
Dear Ms***
The Revdex.com has shared your recent correspondence pertaining to the cancellation of a hotel reservationMy understanding is that you canceled the hotel booking due to Tropical Storm Bill
at that time,
but were still charged for the reservation
On behalf of Orbitz, I apologize for this inconvenienceI show that the booking was canceled on line on June 18thI have contacted the hotel on your behalf, and they explained that they did not charge Orbitz for this reservationThe hotel cancel policy for this booking was that the booking was nonrefundable immediately upon bookingSince you have already disputed this charge with your credit card company, we are unable to take further action on this issueOnce the billing is disputed, we are unable to issue any further refunds from our endThere are no notes indicating that you contacted us by phone previous to canceling this on line
Ms*** please be assured that we appreciate your businessI apologize for the issues you experienced with this booking
Sincerely,
***
Orbitz Customer Relations