Orbitz

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

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, 2015/09/02) */
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,
*** ***

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

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

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

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

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,
*** ***

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,
*** ***

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 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

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

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,
*** ***

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

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***, 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

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,
*** ***

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

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

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