Orbitz

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 ***,
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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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meI have received the confirmation for the credit, now I'm waiting for the $ to be back to my cardThanks Revdex.com for your help and support in this matter
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2014/07/15) */
Dear Ms***
The Revdex.com has shared with us your correspondence regarding your recent experience with OrbitzI understand there was an issue with a reservation you attempted to make on the Orbitz siteI appreciate
the opportunity to respond to you
Can you please provide me with more information on what the issue you had when attempting to book the previous itinerary?
I look forward to hearing back from you
Sincerely,
***
Orbitz Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (3000, 7, 2014/07/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
the business asks for clarification but does not provide means of communication
Final Business Response /* (4000, 9, 2014/07/18) */
Dear Ms***
Thank you for your response
Please know, if you respond to the correspondence from the Revdex.com they will forward it to Orbitz, so we can respond
I look forward to hearing back from you
Sincerely,
***
Orbitz Customer Relations
Chicago, IL

Complaint: ***
I am rejecting this response because:I don't understand how the complaint can just be closed out, *** has made NO CONTACT VIA PHONE to ** even though I have asked MULTIPLE TIMESThis is the worst customer service I've ever dealt withShe is not willing to discuss any options with ** but she can just close out the complaint, we have gotten no where since she will not try to make contact with ** so I would NOT LIKE TO CLOSE OUT THE COMPLANTIt is still open since no resolution has been made.
Sincerely,
*** ***

Complaint: 114***
I am rejecting this response because: I have asked for a refund of the travel protection on an itenary that was cancelled and for the cost of the hotel because at the time of booking the ticket for new zealand we already had visas for new zealand and since orbitz did not give us the option to book directly to new zealand it was orbitz duty to inform us that we may need additional documents through the country they were transittng us.orbitz was negligent in thus matter Further Orbitz demonstrated very poor customer service by refusing to assist me to rebook tickets and left the customer stranded in a transit town even though they were aware that I had the travel protection policy
Sincerely,
Loel ***

Complaint: ***
I am rejecting this response because:
The "hotel" room did not have a lock on the doorI can understand the no front desk issues as that was stated online, but it did not say that the room would bot have a lock on itAnyone could have just walked right in and taken anything we had in the room, making it impossible to even leave the room in which we had rentedI do not think that it is out of line to expect that a rented room be able to lock so we can leaveYour customer service was not only bad, it was down right rude to place me on hold for an hour at a time and then to come back only to hang up on me, the call was not disconnected and if it was I had left my phone number on both of the occasions in case of disconnection, and never received a call back.I would also suggest when you use a generic response when responding to my Revdex.com complaint, as I am sure you receive a lot of complaints due to situations like this, you make sure you change the the name all the way through the template emailI am not a "Ms." not am I a "Ms***.I can tell that you took no time to consider the complaint, but rather just sent out the template emailI am still completely I satisfied by your response and hope you could at least try a little harder than to not change the template name even
Sincerely,
*** ***

Dear Karmandeep, The Revdex.com has shared with us your
correspondence regarding your recent experience with OrbitzIt is my
understanding you are upset the flight to New Delhi on December 20, was
canceled and you had to pay extra money for a new flightI appreciate
the opportunity
to review your account and respond to youOn behalf of Orbitz, I would like to apologize for any
frustration this has caused youAfter further review of the reservation we do show the
reservation was canceled due to a schedule change that was initiated by Air
CanadaPlease know we do apologize for your disappointment in the airline
schedule change that affected your flightAs an online travel agency, we do
everything we can to work as advocate for our customers and make sure that they
are suitably re-accommodated whenever an airline schedule change disrupts their
travel plans. However, with that being
said, we can only offer you what the airlines themselves offer in terms of
re-accommodationFrom the documentation in your account, I can see that our
agent contacted all the airlines involved; unfortunately, after speaking with
both Air Canada and Air India numerous times our agent was advised that the
only option would be to cancel and receive a full refund for the reservation as
there were no other flights available that they could accommodate the passenger
toNevertheless, we do value as a customer and as a gesture
of sincerity for your disappointing experience, and as a gesture of sincerity
we would like to offer you a $future travel voucher to be used on your next
Orbitz.com bookingOur future travel 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 $future travel 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 November 3, Karmandeep, we wish our response could be more favorable
We appreciate your business, and hope you will continue to use Orbitz in the
future with your travel needsSincerely,Shalon ***Orbitz Customer RelationsChicago, IL

Initial Business Response /* (1000, 5, 2014/06/17) */
Dear Ms.***
Thank you for contacting Orbitz via the Revdex.com with regards to the entry documentation needed for international travelOn behalf of Orbitz, I sincerely apologize for the disappointing
experience
It is my understanding that you did not have the proper entry documentation for your international travelYou believe Orbitz should have provided you with this information, and therefore, you are requesting a refund
Please know that as a self-booking travel agency, many facets of an international itinerary, including the determination of the proper documents required for travel are left to the customerAlthough we are not able to advise on all specifics of an international itinerary, we try to provide as much guidance to our members on what is needed to travel
The Orbitz.com website has a specific link to Visa Central ServiceThis website contains information about entry requirements for entry and transit into any foreign country, and return to the United StatesThe link to this website is: http://visacentral.com/passports.php?login=
Please know it is ultimately, the traveler's responsibility to confirm that all proper entry requirements for every leg of their trip, including transit cities, are met prior to their departure
In reviewing your booking history, I find that you contacted Orbitz on May 31st to request a refund of the hotel and shuttle portion of your package bookingOn this date, we followed policy and sent a refund request on your behalf to the shuttle service and the hotel to request refund approval
We resent the e-mail again on June 3rd, as we did not receive a responseOn June 4th, we received a response from the shuttle vendor advising they were unable to refundUnfortunately, we did not receive any follow up from the hotel until June 14th, and they advised no refund could be offered
I contacted Jet Blue that advised the tickets were flown, and no refund is due
While I certainly regret your disappointment, please know that Orbitz is unable to refund your package booking, as the hotel, and shuttle service, have declined to approve any possible refund
Ms*** I am sorry my response could not be more favorableWe appreciate your business and hope for a future opportunity to service your travel needs
Regards,
***
Orbitz Customer Relations
Final Business Response /* (1000, 8, 2014/06/19) */
Dear Ms.***
On your behalf, I escalated your issue with regard to the hotel refund request, and I was able to obtain refund approval in the amount of $Please allow 3-business days for this refund to post to your account on file
Regards,
***
Orbitz Customer Relations

Dear ***,The Revdex.com has shared your recent correspondence pertaining to your car booking in San Antonio I appreciate this opportunity to respond to your concerns.It is my understanding that you confirmed a car reservation on Orbitz for a car reservation with *** to for
pick up on January However, when you attempted to pick up the car, *** advised you that you did not have a reservation Furthermore, you contacted Orbitz Customer Service to assist with your booking, and the agent advised the booking had been confirmed and even spoke with *** agent, who was unable to locate the bookingAt this time, we are unable to confirm how this unfortunately situation occurred, and I have escalated your concerns to *** for further assistance Also, please understand due to the time frame, Orbitz is unable to confirm a car reservation with such short notice, and you were advised to contact *** directly to confirm your booking I apologize for any inconvenience you may have experienced ***, upon further review, I found that Orbitz issued a voucher in the amount of $for your inconvenience However, today I will change the amount to $65.00, the amount of the car rental ***, Orbitz values your business, and we hope to have an opportunity to serve you in the future with your travel planning needs.Sincerely,*** ***Orbitz Customer RelationsChicago, IL

Dear Mr*** The Revdex.com has shared your recent correspondence pertaining to Weiye not being able to travel on his return flight under Orbitz record locator PBORB2653366904. On behalf of Orbitz, I apologize for any inconvenience this has caused, and appreciate the
opportunity to review your account and respond to your concernsUpon reviewing your reservation, I do show there was an airline imposed schedule change that occurred on your reservation, which resulted in the connection city being changed. Due to the change in the connection city, Air China is advising that the new flights were not recognized, and new tickets needed to be issued. Mr*** we certainly apologize for the inconvenience this caused WeiyiDue to the issues Weiyi encountered, I have processed a refund in the amount of $USD to the Visa card ending in for Orbitz record locator PBORBfor the Dallas to San Antonio flight. I have also processed a refund to Weiyi’s credit card in the amount of $USD for the ticket reserved via American Airlines directly to travel from Beijing to DallasPlease allow to business days for the refunds to processWe apologize again for any inconvenience this has caused. We do appreciate your business, and hope that we have a future opportunity to serve youSincerely,*** Charlotte Orbitz Customer Relations

Dear
Mr*** The
Revdex.com has shared your recent correspondence pertaining to
service associated to Orbitz confirmation number ***. On behalf of Orbitz, I apologize for any
confusion, and appreciate the opportunity to review your account and respond to
your
concerns.Initially,
when bookings are made on the website, the credit card in question would be
charged the exact amount instantaneouslyAfter completing the booking, an
email is generated confirming the booking, resulting in flight numbers,
destination cities, names and if available; ticket numbersIf you look at your
statement, you will see two charges, one with Orbitz for a service fee, if
applicable; and the actual airline ticket number billed to the carrier in
questionUnder the trip costs, there is a line "Taxes and Fees
included," if you click this line, a link will appear giving a breakdown
of the taxes and feesIn the Orbitz fees' section, “Most airline tickets
purchased on Orbitz.com do not include a service feeCertain tickets carry a
fee ranging from $to $The price quoted includes all taxes and fees,
other than airline-specific charges such as baggage and seat assignment fees
that vary from airline to airline.” Unfortunately,
customers are unable to review the actual amounts during the booking process;
only after the booking is complete, and the confirmation email is generated with
the service fee amount to be advised, if anyOrbitz has confirmed your
reservation history in our website logs, as well as the underlying airline
reservation systemWe have confirmed that the flight was booked correctly,
with the taxes and fees displayed for your view prior to completionMr*** thank you for bringing this matter to our attention.
We 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 RelationsChicago, IL

Initial Business Response /* (1000, 5, 2014/02/24) */
Dear Mr***
Thank you for contacting Orbitz via the Revdex.comOn behalf of Orbitz, I sincerely apologize for this disappointing experience
It is my understanding that during a recent search, you were unable to
obtain a fare reflected on our website, and you would like Orbitz to guarantee fares returned on the result's page
Please know that all fares are determined directly by the airlines and can be updated at any timeUnfortunately, fares are not guaranteed until they are ticketedOrbitz is not able to restore a fare once it is sold out or discontinued by the airline
Orbitz monitors these changes closely and makes every effort to keep our fare displays as current as possibleUnfortunately, fares can change very rapidly as the carriers continually adjust their flight loads, especially during peak travel times
Although I sincerely apologize for the website problems that affected your booking experience, Orbitz cannot be held responsible for an increase in fares during airline fare/ availability adjustments
Please know that Orbitz has no interest in displaying a fare that cannot be booked
Mr*** thank you for giving me the opportunity to respond to your concerns
Please be assured that Orbitz values your business, and we hope to have a future opportunity to serve you again with your travel planning needs
Sincerely,
***
Orbitz Customer Relations