Orbitz

Complaint: ***
I am rejecting this response because:It is a completely inadequate and dishonest response
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThere is still the issue of credit card fees but I am happy to have this step in the correct direction
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11823799, and find that this resolution is satisfactory to meI have not received the deposit but I do understand that it may take a few days
Sincerely,
Nicole Kris

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Thank you for your assistance in getting this wrong righted. I greatly appreciate your help
Sincerely,
*** ***

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.)

Dear Ms***Upon reviewing your reservation history, I see that you made
reservations on our website on November 3, 2015. During the booking process, we display
banners on each screen noting the courtesy cancellation policy, which states
that bookings can be cancelled before
10p CST the following day. On November 4, you cancelled your booking
after 10p CST and the reservation could not be refunded because you had missed
the deadline. I apologize for any
inconvenience this may have caused. On November 9, you contacted Orbitz Customer Service
regarding your cancelled booking and were told that in order to reuse the
ticket, there are penalty fees associated with the making changes. You go on your credit was not applied to your
new booking. Please understand when you
have a cancelled ticket, you need to contact Orbitz Customer Service to apply
the credit to the new booking, with $airline change fee, Orbitz $
service fee and plus any fare difference.
The fare rules are given and must be agreed to prior to booking your
reservation, and as a travel agency, we are required to follow these rules as
well. Nonrefundable tickets cannot be
refundedNevertheless, we do empathize with your situation, and we
are happy to waive our $service fee normally charged for ticket
exchanges, and I have documented your reservation accordinglyHowever, we are
required to collect the $airline change fee plus fare difference, if
applicable, at the time of the exchangeMs*** while I understand your disappointment; our
records show that the proper information was provided to you. We wish our reply could be more
favorable. Please be assured that Orbitz
values your business, and we hope to have a future opportunity to serve you.Sincerely,Luisa ***Orbitz Customer
RelationsChicago, IL

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,
*** ***

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 10952070, and find that this resolution is satisfactory to me
Sincerely,
Elisabeth ***

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,
*** ***
*** ***

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 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

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,
*** ***

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,
*** ***

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

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

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,

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,
*** ***

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

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 ***