Orbitz

Initial Business Response /* (1000, 5, 2014/07/28) */
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 the airline generated a schedule change
to your itinerary, which resulted in additional costYou are requesting a refund in the amount of $594.00, paid to *** Airlines to obtain economy comfort seat assignment
In reviewing your booking history, I do see an airline generated schedule change to your return flightThrough further review, it is documented that we notified you of the airline schedule change on July 22nd
You contacted Orbitz on July 25th to request a refund of the money paid to *** to confirm economy comfort seating with the airlineOn this date, you were transferred to a supervisor per policy, who contacted *** to inquire into a possible refund of the $594.00, which was declined by the airline
Mr.*** please understand that Orbitz has no control over airline schedule changesWe notify customers of the flight changes/protection received from the airlineWe do ask that you contact us if what the airline has provided is unacceptable, and we will contact the airline on your behalf for other airline options
While I recognize your disappointment and regret any inconvenience this may have caused, the airlines reserve the right to change their schedules at any time, with or without noticeDuring the booking process, Orbitz presents and customers must agree to the airline fare rules and Ticket Terms and ConditionsI have copied a portion of the terms below:
Air transportation, whether it is domestic or international (including domestic portions of international journeys), is subject to the individual terms of the transporting air carriers, which are herein incorporated by reference and made part of the contract of carriageTimes shown in timetables or elsewhere are not guaranteed and form no part of this contractCarrier may without notice substitute alternate carriers or aircraft, and may alter or omit stopping places shown on the ticket in case of necessitySchedules are subject to change without notice
We regret the airline schedule change affected your travel and caused you added expense, however; Orbitz is unable to refund you as requestedOur records support your airline schedule change, and calls were handled properly
Mr.*** we appreciate your business, and we hope you will provide us with a future opportunity to serve you with your travel planning needs
Sincerely,
***
Orbitz Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2014/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If during my first call to Orbitz all my options were explained and I was at that time allowed to speak with a supervisor this could have been handeled thenInstead I was refused an option by Orbitz, refused a chance to speak with a supervisorThey said one called me but I have no record of that and I asked Orbitz to prove to me that someone called, emailed, faxed, or had any connection with me and they have noneI had to call *** on my own because Orbitz ( My booking Agent ) wouldn't do their jobI paid them for a service and they did not provide oneThat's the bottom lineIf Orbitz can prove that a supervisor returned a call or email to me after or during my first call I will retract my complaint but as of now i'm out an extra 25% in costs due to their failureLynn should be able to prove every thing she said happened actually happenedI want documentation of the events with the copy of the recordingsWas the first call recorded? 7/at like 9:am estThat call will prove my story, how about their side of things
Final Business Response /* (4000, 9, 2014/07/30) */
Dear Mr***
Thank you for your recent responseI am sorry for your continued disappointment
Please know that recorded phone calls and documentation is proprietary information for usage by Orbitz only
In reviewing the call on July 25th, at 8:32AM CDT, I find that you were unhappy that the airline changed your return flightYou were checking for seat assignments for all travelers to be seated together, which was unavailable
The agent advised you to cheat the airport with *** Airlines on the day of departure two hours early for assistance with seat assignmentYou asked if you could be placed on ***, and our agent advised that we could not place you on ***
You then discussed what priority seating meant, you did ask for a supervisor; and I apologize that you were not transferredHowever, as the airline seat map did not have available seats together to assign, our supervisor would not have been able to assign seats together
Please know that based on our customers' preferences; we transmit a request about the seats requested to the airlineHowever, please note that the seat assignments are ultimately the decision of the airline
On July 25th at 6:47PM CDT you spoke with a supervisor to request compensation for the seat assignment upgrade purchased with *** Airlines, which we were unable to provideOur supervisor did offer to cancel and refund the tickets per airline schedule change policy, which was declined
Mr.*** regrettably, we are unable to refund the funds paid to *** Airlines
Regards,
***
Orbitz Customer Relations

Dear Ms***, The Revdex.com has shared with us your correspondence regarding your recent experience with OrbitzIt is my understanding you state your reservation was canceled by Orbitz and you were never notified of the cancellationI appreciate the opportunity to respond
to you Please know I was unable to find the reservation with the information you providedCan you please provide the Orbitz booking or itinerary number, so I can review? I look forward to hearing back from you Sincerely, *** *** Orbitz Customer Relations Chicago, IL

Initial Business Response /* (1000, 5, 2015/09/25) */
Dear Mr***
The Revdex.com has shared your recent correspondence pertaining to the refund of a hotel stayI appreciate the opportunity to review your account and respond to your concerns
From your complaint, a hotel,
Legacy Vacation Resorts, was reserved as a package on July 13, for an arrival on July 15, The concern was the hotel; the property was not presented to you in a manner that you believed to be to your standardsThe noise overall was a main concernUpon contacting the hotel management, you were treated by unapologetic staffFurthermore; your perception of Orbitz has become discontented due to the service you have received
Mr*** I do understand your concern as you did book the hotel based on the property explanation and costs that you viewed on the website, only to be convinced that you were led by descriptionsTravel can be a hectic experience, and Orbitz does try to meet the expectations of our customers with reliable information along with retailers
Hotel properties or representative companies provide their own content information, which includes their star rating, location, amenities, and property descriptionWith well over 65,properties offered through our website, Orbitz relies solely on each hotel to provide us with accurate descriptions of their properties, including their available amenities
On behalf of the hotel, I do apologize, they were not able to accommodate your needsWe know how important it is to you to be capable to count on us to meet your expectations but to surpass them as wellPlease be assured that Orbitz has no intention to mislead our customers, and I regret that you have had this perception
I have escalated the concern to the sales office of the property along with the Market Manager for the regionThe hotel has offered to refund two nights of the stayThe initial cost of the hotel was $567.66, with the partial refund of $157.24; the remaining amount is $
Orbitz has processed a refund to the card ending in*** today, September 25, Please allow to days for the credit to appear on the statement
I thank you for bring this matter to our attentionFeedback such as yours is critical to our operational side of our business
Due to the circumstances, along with the tier status, Orbitz will refund the remaining amount of $This will process today, and the same timeframe applies
Therefore, the total amount of the stay is refunded
Mr*** thank you for your considerable loyalty to OrbitzWe appreciate your business, and we hope you will provide us with a future opportunity with your travel needs
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 me in regards to the night my hotel was broken into
Sincerely,
Jason ***

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
*

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 somewhat satisfactory to me but in NO WHERE NEAR is equal to the hell that they put my family through From their representatives falsely telling us we would fly out out on a flight at 10:45pm that night, to their corporate representative telling me to "change my tone or I will disconect you" (after being on hold for hours), there is nothing that compensates the way Orbitz treats their clients I was glad I could help others find avenues to get their voices heard while I was fighting to get my money backBoth *** and Orbitz should be ashamed of themselves
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I incurred hundreds of dollars in costs associated with this changeI will be using there response as a base for my lawsuit against them
Sincerely,
*** ***

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

Dear ***, The Revdex.com has shared with us your correspondence regarding your recent experience with OrbitzIt is my understanding you canceled a reservation to London within hours of booking and have yet to receive the refund for the ticketsI
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 Upon further research, we were able to confirm on January 31, 2016, when you contacted Orbitz to cancel the flight reservations, the representative voided only one of the passengers on the flight itineraryAt that time the amount of $1,was returned to the original form of paymentHowever, you then contacted Orbitz again on February 22, and at that time the amount of $3,was processed back to the original form of payment Please know the amount of time it takes for the customer to receive a refund depends on how quickly their credit card company processes refunds We appreciated your business and hope you will continue to use Orbitz in the future for your travel needs Sincerely, *** *** Orbitz Customer Relations Chicago, IL

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

Initial Business Response /* (1000, 5, 2015/09/14) */
Dear ***
The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you furtherIt is my understanding that your reservation was canceled without your permission, and Orbitz failed to notify
you of the cancellationI appreciate the opportunity to review your account and respond to your concernsOn behalf of Orbitz, I apologize for the disappointing experience and the inconvenience this caused you
After reviewing your account, I show the reservation was canceled by our Revenue Protection Department due to issues they encountered with the credit cardPlease know once all the billing information could not be verified; they felt they needed to protect the card holder
The reservation was booked on August at 3:PM, and we sent you a "Booking Request." At 4:PM, we sent another email advising the reservation was canceledBoth emails were sent to the email address on the account
Once canceled, a refund was processed to the credit card on file, and this should have posted to the account within to business daysAs the reservation was canceled so soon; you may only have seen a pending charge of the ticket priceIf you have questions about the issues they encountered with the credit card, please send an email to [email protected]
*** thank you for allowing me to review this with youWe appreciate your business, and we hope to have an opportunity to serve you in the future with your travel planning needs
Sincerely,
***
Orbitz Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (3000, 7, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate the response although it is always the same result; I never received a cancellation emailI spend over $100,a year in travel for work and will not spend another $with Orbitz

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:As repeatedly explained to you, I was UNABLE TO REACH ***.COM's CUSTOMER SERVICE DEPARTMENT ON FEB 4th, since I was repeatedly disconnected after multiple attempts This was due to ***.com's phone system not working properly, as was confirmed on Feb 6th by its customer service representative, ***.I am done with my futile attempts for ***.com to have the opportunity to be a reputable organization. It appears to me that ***.com is purposely making it very difficult for a consumer to adhere to its hour cancellation policy, since it has an unreliable phone system, it outsources its customer service to another country, and does not allow for my tickets to be cancelled on it website.For the record, I am a business lawyer and business owner, and cannot believe how poor your customer service isBased on my negative experience with ***.com, if I dont have a full refund today, I am requesting the Revdex.com provide ***.com with a negative review.
Sincerely,
*** ***

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 Ms***,
Thank you for your follresponse, and I appreciate the opportunity to address your concerns Please know that your concerns have been fully reviewed, and both calls and chat requests thoroughly reviewed. Upon reviewing the call on January 27, 2016, Mr*** contacted us stating that his pregnant wife would not be able to travel on your February 3rd flight due to the Zika Virus in Sao Paulo. The caller has access to all of your flight information, including your Orbitz record locator. The agent advised of the fare rules, and that the medical documentation would have to be forwarded regarding the pregnancy, and we can request a refund without the penalty fee from ***. It was advised the medical documentation could be forwarded, and the cancellation agreed to We were not contacted prior to your departure date advising that the flights had been incorrectly canceled; ticket status is still showing as opened and were not checkfor, and there is not airline information of anyone trying to utilize the ticket at the airport I have reviewed the call on February 27, as well. The caller on this call is a woman, and states her name as *** ***. When the agent asked how he could assist, below is the response received “I am calling in regards to a cancellation I had. I was told it would be days to receive the refund, but that was on January 27th, but I haven’t received it.”
The agent advised that we had forwarded the email with a link requesting the medical documentationBelow is the response given to our agent “I definitely got an email of the cancellation, but not a link. I have the cancellation email in front of me.”
The agent did ask if you had checked your junk email box to see if it had maybe been routed there. Even if your email is set to allow an email to be received from our email itinerary address, it may not accept all emails from Orbitz because they are not from the same email addresses. This email was forwarded from our Refunds Department, so it will show a different address. It does depend on how strict a customers’ firewall is set on whether all emails from Orbitz will be forwarded directly to their inbox It was explained to our agent that you have your email system setup to automatically delete junk emails each week. The agent asked you if you were able to provide the medical documentation as requested, and your response was “I suppose I can”. The agent then advised that he would send you the email again with the link so that you could provide your medical documentation On March 1, 2016, we received a chat from Mr***. Mr*** was requesting a copy of the recorded conversation that occurred on January 27th. Below is the title of the chat
“How can I requst a copy of a recorded conversation I had with an Orbitz Representative?”
On March 9, 2016, we received another chat from your email address requesting the recorded phone conversation as well. On both chats, it was advised that you would need to contact us directly and speak with a supervisory
“How do I request a recording of my phone call with a representative?”
Ms***, your concerns have been thoroughly reviewed and given every consideration; however, we are not showing that the booking was canceled in error for the following reasons
- Mr*** had your specific flight information during his call that we only provided to your email address directly -We were not contacted after the cancellation has been processed stating it was canceled in error -During the February 24th phone conversation from you directly, the cancellation was acknowledged, and the refund information provided to Mr*** was given to our agent at that time as well
Ms***, if you are not pregnant and cannot provide the medical documentation, the cancellation will have to be processed by the airline fare rules associated with your booking. Our Refunds Department is still awaiting your medical documentation, so you will need to contact us directly to proceed by the fare rules if you are unable to provide the documentation. Thank you again for the opportunity to respond to your concerns Sincerely,
*** ***
Orbitz Customer Relations

Dear Mr**, The Revdex.com has shared with us your correspondence regarding your recent experience with OrbitzIt is my understanding when you attempted to call Orbitz to cancel your reservation to Nadi before the courtesy cancellation timeframe passed there was a long hold
time and by the time you spoke with an agent the courtesy cancellation option had passedI 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 Please be advised that our call volume has spiked abnormally due to a high volume of seasonal airline schedule changesAlthough we monitor our call volume continuously and do our best to staff accordingly, we find occasionally call volume exceeds our forecastWhile we apologize for the long hold times you encountered, you would have been able to log into the Orbitz website and courtesy cancel your reservation; however, we do not show any attempts to cancel the reservation via the Orbitz site were made during the courtesy cancellation timeframeUnfortunately, as the reservation was not cancelled before the courtesy cancellation timeframe ended all fare rules do apply. Mr**, 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 needsSincerely, *** *** Orbitz Customer Relations Chicago, IL

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

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!

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,
*** ***