Orbitz

Initial Business Response /* (1000, 10, 2015/08/19) */
Dear Mr***
Thank you for contacting Orbitz via the Revdex.comWe appreciate the opportunity to review your reservation and respond to your concern*
It is my understanding that Orbitz Confirmation# PBORBXXXXXXXXXX was
intended for *** However the hotel selected was in ***, a city in ***You've requested full refund of $215.28USD.*
Mr***, as you've mentioned, the reservation was self-booked, and all details, including the hotel cancellation policy were available for your reviewPlease understand, the options for *** were based upon the customer's entryThis was not an error on the part of Orbitz; but a spelling error of the desired city name;***
Furthermore, the hotel selected and confirmed was booked as a prepaid,100% non-refundable reservationTherefore, as you agreed to pay Orbitz, the hotel has charged Orbitz for your stayRegrettably, a refund is not possible at this time.*
Mr***, I empathize with you and hope to provide a positive outcome if at all possibleIn review of this event, I found you are a long-time Orbitz Customer, and new Orbitz Rewards MemberTherefore, as a sign of our commitment, and hopeful resolution to your concern, Orbitz has deposited in OrBucks to your Orbitz Rewards accountYour OrBucks are noted as "Customer Service Credit" under "OrBucks Activity"; and are immediately available for use in accordance with the Orbitz Reward programPlease do let me know if you have any questions about our deposit*
Thank you for sharing your concernOrbitz values your business, and we hope to have continued opportunity to serve your travel needs*
Sincerely,
***
Orbitz Customer Relations
Chicago, IL
*
*Initial Consumer Rebuttal /* (2000, 12, 2015/08/19) */*(The consumer indicated he/she ACCEPTED the response from the business.)
getting credit for this mishap looks fair
*

Revdex.com:
It says you can not locate my record. I booked the flight under my work email ***@expresspros.com I don't see how you cannot find my record if you just look up my nameSurely you should be able to find record that you sent a collections notice to me
Sincerely,
Alana ***

Dear
Alana, Thank
you for the quick response and for providing the requesting informationAfter
reviewing the account; I do show the reservation under record locator PBORB5062848734.During
the booking process; you were advised that the tickets were non-refundable, and
name changes are not allowedYou had to agree to the terms and conditions before
you could complete the booking.As this
reservation was disputed with your credit card; you will need to contact our
Collections Department at the number listed on the letter they sent to you
They will address any questions or concerns you may have.Sincerely,Jeanna
***Orbitz
Customer RelationsChicago,
IL

August 25, Revdex.com Chicago, Illinois Complaint Department Re: Orbitz Case: *** Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from *** ***We regret to hear Mr*** did not accept our responseIt is never Orbitz's intent to mislead or to cause inconvenience to our clients, and we are sorry if Mr*** feels Orbitz has done soPlease know that when an airline makes changes to their flight schedules all passengers on the original flight are affected regardless of how they purchased their tickets, having purchased your flights from Orbitz does not subject you to additional changes or less accommodating resolutions from the airlineAgain, we thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, *** *** Corporate Correspondence Team

Complaint: ***
I am rejecting this response because the response turned out to be untrue. I should be able to change the ticket as Ms*** describes, but Orbitz is unable to complete the change. After receiving this email, on Jan20, 2016, I had a follconversation with an Orbitz representative on the telephone number given. The first agent tried to change the ticket and was unsuccessful. She called the *** *** Agency Help Desk and they said they could not process it and it gave them an error message. She connected me to the Supervisor who also confirmed I could not change the ticket without buying a fully refundable ticket for approximately $6000. I requested that she tell me where that restriction was. She said it was in the system, and had something to do with the return flights no longer being available, which is not true, as they are currently available both on orbitz.com and *** Canada’s website, in the same fare codes as I purchased (I could buy them on Orbitz right now for about the same price I originally paid). I believe there continues to be a systems issue. At that point I had been on the telephone, mostly on hold, for hours, and she hung up.I still request that I either be permitted to change the tickets to the same or a lower fare class, subject to the usual restrictions (same ***line, same destination), pay the *** fare difference plus $230, or they should refund the ticket as it cannot be changed. I should not be subject to a requirement that I can change tickets only by purchasing up to a fully refundable ticket when the same and many other fare codes are available. That is not only not disclosed anywhere, but for the second time, Orbitz has refused to tell me why I can only change to a higher fare code when other fare codes are available, where this limitation comes from other than "the system", or what the precise limitations on changing the ticket are. I think Orbitz has a systems problems that makes them unable to honor the terms of the ticket they sold and should either override they system or refund my ticket.
Sincerely,
*** ***

Dear ***The RevDex.com has shared your recent correspondence with Orbitz so that we
may assist you furtherI am unable to
locate your account with the email address used to forward your correspondence
If you would please forward me the Orbitz record locator and email
address
associated with the account, I will be happy to reviewThank you, Jeanna ***Orbitz Customer RelationsChicago, IL

I tried to book a package to the Dominican Republic online and received an error message from the websiteDespite the error my card was charged $1,dollarsWhen I called the company to recieve assistance they told me they could not see the charge on their end and that I should try againI foolishly followed instructions only to be charged a second timeAs if things couldn't get worse, after this second failed attempt, another representative attempted to help me by completing my request over the phoneThis only lead to a third incomplete charge for $The representative then asked me to contact my credit card and request an additional charge for the rest of the amountI followed instructions only to be charged once more and still no vacation packageI now have to wait until these charges clear to dispute themTheir service is unreliable and their inexperienced support staff is even worseBeware!

Dear Ms*** The Revdex.com has shared with us your recent correspondence regarding your experience with OrbitzIt is my understanding you wish to make a change to your reservation to FrankfurtI appreciate the opportunity to review your account and respond to youAs I have
previously advised you via our email exchange, if you are to make a change to the reservation more than days before the original departure you will be responsible for a $USD Condor Airlines fee per person, plus any difference in the airfare per personIf the change is made within days of departure you will be responsible for a $USD Condor Airlines fee per person, plus any difference in the airfare per personMs*** as Orbitz is an online booking agency, we do have to abide by the rules placed on your ticket by Condor Airlines, the rules that were agreed to at the time the booking was made on the Orbitz websiteUnfortunately, as Condor Airlines has advised those fees would be charged to make a change, Orbitz is not in a position to waive themI understand this may not have been the answer you were looking for; however, we do appreciate your business and hope you will provide us with a future opportunity to serve you with your travel planning needs.Sincerely,Shalon ***Orbitz Customer RelationsChicago, IL

July 18,
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 billing and collection issues.
Our records show on May 9, 2017, Mr*** self-booked an Orbitz.com flight reservation via booking number *** in the amount of $2,We understand from Mr***’s complaint, he was denied boarding by the airline for his second flight and is now requested a refund for the unused portion of his flight reservation
Upon researching the customer’s complaint we can confirm that on July 17, 2017, when Mr*** brought this matter to our attention, Orbitz proceeded to advocate on his behalf by contacting the airlineThe airline advised Orbitz that due to unacceptable travel documents, Mr*** was tagged as a no show, the remaining flight segments were canceled and no refund could be provided
Orbitz’s acts only as a third party intermediary for airlines, and once a ticket is used or canceled by the airline, any refunds or credits of a flight ticket has to be handled by that particular airlineOrbitz.com does not own or operate any airlines therefore cannot provide information regarding the type of travel documents, such as visas, at the time of bookingTravel documents are the responsibility of each passenger and any cancelation made to a flight by the airline due to the lack of documents is beyond Orbitz controlBased on the information provided above, Orbitz is unable to honor Mr***’s refund request
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

Dear MsHope, The
Revdex.com has shared your recent correspondence pertaining to the
fare rules associated with your nonrefundable ticketsI appreciate the
opportunity to review your account and respond to your concerns.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 guidelines regardless of the price of
the airline ticket. During your booking
process airline fare rules are given and must be agreed to prior to confirming
your booking. As a travel agency, Orbitz is required to apply the applicable
airline fare rules when performing a ticket exchange As a distributor of
tickets for the airline, we do not have authorization to waive change fees or
issue refunds for non-refundable tickets. I apologize for any inconvenience
this may have causedWe
wish our reply could be more favorable. Please be assured that Orbitz
values your business, and we look forward to serving you again in the future
with your travel planning needs.Sincerely,Luisa
***Orbitz
Customer RelationsChicago,
IL

Dear Ms
Vu, The RevDex.com has shared your recent correspondence pertaining to the
non-refundable stipulation regarding your airline ticketsI appreciate the
opportunity to review your account and respond to your concerns.From your
inquiry, you booked airline
tickets on December 6, for travel on December
23, 2014. On December 18, 2014, you
contacted Orbitz Customer Service Agent to cancel your booking and were advised
the airline’s $change fee, $Orbitz service fee and plus any fare
difference when rebooking your tickets.
On August 3, 2015, you contacted Orbitz Customer Service agent and used
the credits toward new bookings at lowest fare available on that day. Also you were advised the fees of the
airline’s $change fee and $Orbitz service feeAnd you agreed to the
terms, and your tickets were exchanged for your new dates and new tickets
reissued. On
November 8, 2015, you contacted Orbitz Customer Service Agent to use the
remaining credit from your original tickets that you had exchanged on August
3. The Orbitz Customer Service Agent
advised that you have no reminder credit and that your entire ticket values had
been used to rebook your new itinerary.
Please let me explain how nonrefundable tickets work. When you use a nonrefundable ticket towards a
new booking, the entire value of the ticket is applied to the new booking. If the new fare is lower, most airlines do
not give out residuals. In your case Sun
Country does not allow for residuals to be issued for future use. This would be the same policy if the ticket
were booked with Orbitz or with the airlines directlyPlease
understand that your original ticket price was $per ticket and your new
tickets that you exchanged were $per ticket. If you had not used the ticket value of
$740.20, less the $change fee you, you would have had to purchase news
tickets for $and keep the original for future use if you were attempting
to use them towards a fare equal or greater, less the airline’s change fee and
any fare difference. Also you go on to
say that you purchased a ticket for your father, and his fare was lower than
your new tickets. Please understand
fares are subject to change at any time and based on availabilityI apologize
for any inconvenience this may have causedWe are unable
to offer you a refund for your trip itinerary; however, as a gesture of our
sincerity, Orbitz will place Loyalty points to your account. These are available for you to use
immediately toward a prepaid qualifying hotel booking. Ms**,
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,Luisa
***Orbitz
Customer RelationsChicago,
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 in regards to the night my hotel was broken into
Sincerely,
Jason ***

September 20, Revdex.com Chicago & NIllinois Complaint Department Re: *** Case: *** Dear Revdex.com, Thank you for taking the time to contact Orbitz regarding an issue from our customerWe 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 youOur records reflect that on May 26, 2017, Mr*** booked an Orbitz Vacation Package which included four round trip flights from San Francisco, California to Cancun, Mexico and a four-night stay at the ** *** Cancun Resort and Spa from November 21, 2017, through November 25, We understand from Mr*** complaint his return flights were affected by an Airline Schedule change, which caused the first leg of his return flight to become hours later than the second legHe states that he contacted our office multiple times and to the airline and Orbitz with no solutionHe is asking that his return flights be refunded as has now purchased new return flights. On August 10, 2017, our office emailed Mr*** to inform him that *** Air had made a significant change to his flights and the airline offered no alternate optionsOn August 17, 2017, we emailed *** Air regarding the schedule change that they initiatedWe requested re-booking instructions for Mr*** as we did not have their schedule change policyThey responded that we should not make any changes to the flight until they provided further instructionOn August 29, 2017, we received an email from *** Air with instructions to update the ticketsWe emailed Mr*** on August 30, 2017, and advised of the alternate flights offered by the airlineIn his response, he stated that he would not accept any changes and asked that we cancel and refund the returning flightOn September 4, 2017, we emailed Mr*** and informed him that we understood that he wanted to cancel but, the ** *** would not honor the refund requestPer their terms, the reservation was non-refundable and they were not willing to go against their cancellation policyIn an effort to resolve the refund request for airfare, Orbitz has consistently remained a liaison between Mr*** and *** AirWe have advocated on his behalf to obtain the refund that Mr*** has requestedWe have been asked to follow up with them as they have no resolution at this timeWe will continue to contact them to ensure a resolution is reachedAgain, we thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, *** *** Corporate Correspondence Team

Complaint: ***
I am rejecting this response because: although I disagreed with orbitz rebuttal of my claim for a refund or some sort of compensation in this case, I accept that the Revdex.com would put an end to this dead end customer service from orbitz and ***This being concluded, orbitz or *** will never be entertained by my service solicitation
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2014/08/11) */
Dear ***
The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you furtherI understand you had to cancel your reservation due to an unacceptable schedule change, but you have not
received your refundI appreciate the opportunity to review and respond to youOn behalf of Orbitz, I apologize for the disappointing experience, and the frustration this caused you
After reviewing your account, I show your canceled reservation that was scheduled for travel on August A refund request has been submitted to American Airlines asking that they refund the ticket or provide Orbitz the information, so we can processIt usually takes to billings cycles for the refund to post to the account, and I sincerely apologize if you were miss-advised of the refund time frameOnce we get a response, we will notify you immediatelyYou can also track the refund status via the airline's website aa.com
*** we truly value you as our customer and share in this disappointing experienceAs a gesture of our sincerity, Orbitz has issued you a $USD future travel voucher to use on your next 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 needsHere 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 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 August 11,
*** we appreciate your business, and we hope to have a future opportunity to restore your confidence in our service and products
Sincerely,
***
Orbitz Customer Relations
Chicago, IL

Complaint: ***
I am rejecting this response because: Good evening, I recently accepted this resolution from the customer with the comments on May 23rd, "They state they could not reach me to cancel my flight but that is not accurateCanceling the flight was never an option provided to meThey want me to rebook my flight in which I told them I would have to do research for obvious reason for location and dates and get back to them and I believe that is what she is referring to when she says she could not reach me to cancel my flightSo that sentence in their email is misstated and I would like that to be corrected." I am unsure if this was ever taken care of However, I am writing today because I reached out to Orbitz to discuss rebooking my flight per their resolutionI have now gotten an email back stating that I HAVE to fly to Venice (my original destination) and this was NOT was I was told by several other Orbitz operators through this whole ordealSo, once again, I have been given misinformation and I would like to reopen my complaint and really push that they cancel it and refund the full amount Thank you*** ***

Dear Ms***,
The Revdex.com has shared with us your
correspondence
regarding your recent experience with OrbitzIt is my
understanding you are upset with the cancellation policy for your flight to
AtlantaI appreciate the opportunity to review your account and respond to
you
On behalf of Orbitz, I would like to apologize for any
frustration this has caused you
After further research, we do show that the fare rules
placed on your reservation by *** ***, which were available to you
during the booking path and again provided to you when you canceled the
reservation, do state that the reservation is non-refundableTherefore, you
will not receive a refund for the tickets but you do have the amount of your ticket,
and *** ***’s ticket, to use towards a future American Airlines flightThe
new ticket would have to be in the same passengers name and you will have until
January 5, to rebook and complete travel using the creditUpon rebooking
you will be responsible for a $airline reissue fee per person, plus any
difference in airfare per person
Ms***, we wish our response could be more favorable
We appreciate your business and hope you will continue to use Orbitz in the
future for your travel needs
Sincerely,
*** ***
Orbitz Customer Relations
Chicago, IL

Initial Business Response /* (1000, 5, 2014/09/03) */
Dear***
The Revdex.com has shared with us your correspondence regarding your recent experience with OrbitzI understand you are upset the price kept changing on a flight to Ahmedabad when you selected the itineraryI
appreciate the opportunity to review your account, and respond to you
On behalf of Orbitz, I would like to apologize for any frustration this has caused
Can you please provide the itinerary information, including dates, airlines, flight numbers, etc, so we can review?
I look forward to hearing back from you
Sincerely,
***
Orbitz Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (3000, 8, 2014/09/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Here is one of the pages reflecting lower priceI have similar page documents on two different dates but it does not allow to upload more than one page at a timeIf you have an email address, I ca upload entire documentAs of yesterday, website was still showing me the same lower price but showing not available when trying to buy actual tickets
Final Consumer Response /* (4200, 12, 2014/09/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I mentioned previously, I do not think this is issue from *** airlines, since each itinerary involved multiple airlinesI also checked fares from Houston to Ahmedabad with same resultsIt has been clearly more than hours and website still advertises same low fare, therefore, I should be given pricematch for this ticketsIn a separate communication, I will attach fares from HOUSTON-AHMEDABAD segment
Final Business Response /* (4000, 14, 2014/09/22) */
Dear***
Thank you for your response
Please know, it may be helpful to understand that as a third party travel agency, Orbitz has no control over airline faresWhen you click through the booking path, the website constantly sends the flight information to the airline and if the fare has changed, the airline returns an error message with the new priceOrbitz, as with any travel agency, is required to apply the fares and fare rules in effect at the exact moment of your bookingAll fares are determined directly by the airlines and can be updated at any time
Unfortunately, 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
*** we have once again sent the information to our air operations team so that they can ask the airline to refresh their fare and availability manually
Furthermore, we would like to increase the amount of your future travel voucher from $to $
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 September 5,
Sincerely,
***
Orbitz Customer Relations
Chicago, IL

Complaint: ***
I am rejecting this response because: we purchased tickets in FebruaryFour months laterThis isn't "working your hardest to rectify it"I have spent countless hours on the phone with orbitz, ***, *** AustraliaAll unnecessarilyI will never book through this company againNOWMy husband and my nine year old child and I cannot even SIT TOGETHER because orbitz dropped the ball and took four months to rectify the situationAdditionally we paid more for a flight with only one layover because we have a small childThen, unfairly we were just reaccomodated to a flight where we have two layovers and cannot even SIT TOGETHER? WHAT is the point of using a third party to purchase tickets in advance if they don't even do their jobUnacceptable
Sincerely,
*** ***

Complaint: *** The requested information from Orbita iz:My account email is ***
** *** *** ***