Orbitz

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

Tried to reserve a hotel on line with Orbits and the site positively gave me the wrong dates on a good priceI immediately tried to change the dates but was unable to do so because there computer systems were downTried times to call them but system still downSpoke to supervisor finally but was told that that price did not exsisted any longer and I could no love Niger get priceExplained that I did nothing to ruin the price that everything that was done negativity was because of themThey refused to listenWill not deal with them ever againBEWARE, they have many complaints

Initial Business Response /* (1000, 5, 2015/09/28) */
Dear Mr.***
The Revdex.com has shared your recent correspondence pertaining to your disappointment in the insurance offered and their coverageI appreciate the opportunity to review your account and respond to
your concerns
At Orbitz, we do offer travel insurance to our customers to help guard them in emergency situationsThe insurance does not cover elective changesIt is designed to help the passenger in situations such as illnesses, loss of luggage, travel disruption, and more
Mr.***, we certainly regret your disappointment in our services; however, as a travel agency, we do not hold the funds for the ticket reserved, and are required to follow all airline rules and restrictionsThe $penalty fee is the standard change fee for domestic tickets reserved on United Airlines
Mr.***, I wish that I could offer you a more favorable response, but I am unable to offer a refund on a nonrefundable ticket or the insurance reservedThank you again for the opportunity to address your concerns
Sincerely,
***
Orbitz Customer Relations

Initial Business Response /* (1000, 5, 2014/08/12) */
Dear ***,
The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you furtherI understand you need to get the name corrected on your ticket from *** to ***I appreciate the
opportunity to review and respond to youOn behalf of Orbitz, I apologize for the disappointing experience and the frustration his caused you
After reviewing your account and speaking with you on the phone, please know I have spoken with *** (the validating carrier ) on your behalfThey advised due to this being a multi-carrier reservation; a name correction cannot be completedYour TSA information has been updated, but this does not change the name on the ticket, and this does not guarantee you will not have problems at the airport
***, I wish our response could be more favorableWe appreciate your business, and we hope to have an opportunity to serve you in the future
Sincerely,
***
Orbitz Customer Relations
Chicago, IL

Complaint: ***
I am rejecting this response because: I also contacted *** *** and was informed that my fee for airport pickup was non refundable due to late notice but I would not be charged for the shuttle service back to the airport I spent over hrs on the phone with orbitz staff trying to get my refund back for hotel minus night stay penalty and my cost for shuttle service back to the airport I sent my phone records along with email from *** *** to CEO and other top management staff and got no response what so ever Worst company I have ever done business with The back and forth with phone calls with customer service is just unreal! I have NEVER had this much stress with a company in my life Check the records of how long I was put on hold and told to call back later just to get my money backWhat a joke
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: Based on our communication with *** China and *** in Newark Airport on Sept 12, the flight was availableWhile according to another conversation with *** Airline over Internet, the flight was cancelled due to unflyable circumstancesSo did the flight really get cancelled or did our seats get cancelled? As a customer who booked the flight back months ago, we would like to know what truly happened to our flight
Sincerely,
*** ***

Dear Mr***,Thank you for your follresponse, and I appreciate the opportunity to address your continued concerns.Please know that all airline flights offered by a travel agency are offered by the airline directly. Travel agencies do not have involvement in the flights being offered, and cannot offer a flight unless it is registered by the airline directly. Orbitz does not hold the funds for the tickets reserved; these are charged by the airline directly.The ticket reserved was refundable minus an airline penalty fee of $200.00. A refund in the amount of $was processed back to your credit card, and as a gesture of goodwill, Orbitz offered you a $future travel voucher. As we do not charge directly for airline reservations, we do not have accounts that we can place a credit on. Below is the email that was forwarded regarding your voucher on November 22, As a gesture of goodwill, Orbitz would like to offer you a $rebate to use towards a future Orbitz.com: • Prepaid Hotel booking • Vacation Package booking • Air booking Voucher case number: *** When you make your next "Low Price Guarantee Hotel”, "Vacation Package" or "Air" booking on Orbitz, please forward a copy of your 'Orbitz Travel Document' email to us at [email protected] reference the voucher case number above, offering the $rebate in your requestOrbitz will then process a refund to the credit card used to purchaseThe Refund will be credited to your account within 5-business days after the documents are received and validatedThis offer is valid for one (1) year from the date of this emailMr***, we have escalated your concerns to Delta Airlines directly regarding the problems you have encountered. Thank you again for the opportunity to address your concerns.Sincerely,Charlotte ***Orbitz Customer Relations

Initial Business Respon
se /* (1000, 5, 2014/05/19) */
Dear Mr.***
The Revdex.com has shared your correspondence with Orbitz so that we could assist you furtherIt is my understanding that you believe a $promotional discount should have been deducted from your
package bookingOn behalf of Orbitz, I apologize for this disappointing experience and any inconvenience it has causedI appreciate the opportunity to review this matter and respond to your concerns
Upon review of the web logs for your booking session, I can see where the *** code was offered in the booking pathHowever, in order for it to be applied to the reservation, you would have needed to copy and paste it into the promotion code box
I am sorry for any misinformation that may have been provided to you previouslyAs a gesture of our goodwill, I have processed a refund of $back to your original form of paymentYou should see it post to your Visa ending in*** within 3-business days
Mr***, I'm glad this was brought to our attentionWe value your business and hope to have a future opportunity to restore your confidence in our products and services
Sincerely,
***
Orbitz Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (2000, 7, 2014/05/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Hi ***
Many thanks for looking into this and helping resolve this issue especially in such a timely mannerI hope this glitch is resolved on your site to avoid any future issuesAgain I thank you for reviewing everything and issuing a refund for the coupon priceThanks again for your follow up
***

May 4,
Revdex.com
Complaint Department - Orbitz
Re: Orbitz Case #: ***
*
Dear Revdex.com,
Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the
comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Orbitz is responding to the consumer complaint from *** *** (Revdex.com complaint #*** regarding the sales issues
Upon researching the customer’s complaint, we were unable to find a flight itinerary related to the information stated in the complaint provided by Mr***Please provide the full itinerary number and or other email address used to book the reservation for further research
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
*** ***
Corporate Customer Service

March 21, 2016Revdex.comComplaint Department - OrbitzRe: Orbitz Case #: S-***Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have
been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Orbitz is responding to the consumer complaint from *** *** (Revdex.com case number ***) regarding flight reservationsWe understand the customer encountered difficulties with an airline initiated schedule changeUpon further research, we are unable to locate an Orbitz account related to *** *** complaintWe respectfully request that *** *** provide us with an email address used to book the reservation and the itinerary numberThe requested information will enable us to appropriately address *** *** concerns.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, *** ***Tier Customer Service