Orbitz

Initial Business Response /* (1000, 10, 2014/10/03) */
Dear ***
The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you furtherI understand you have not received your refund or your $future travel that you were promised
I show
on August 22, two refunds in the amount of $and $for a total of $was processed to the Discover Card ending in Also on September 8, 2014, per your request the $voucher was redeemed toward locator *** and a refunded was processed to the American Express Card ending in***
*** we 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, 12, 2014/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First, they still have not even apologized for the issueSecond, they still refuse to accept responsibility for the problem and state that it was the hotel's fault for not notifying Orbitz that it was closingIn my opinion, Orbitz is acting as the agent and is responsible for those hotels they sell to their customersThird, I wanted a CASH or CREDIT CARD refund for the extra cost I incurred because of this problem, but they refused that and forced me to accept a voucher or nothingThe only reason I accepted a voucher is that I already had another reservation booked thru Orbitz, whicn I was able to apply the voucher toFurthermore, the Orbucks (Orbitz' frequent user program rewards points) I used on the original reservation were credited back to my account, but will expire in December I do not have any upcoming trips before that time, so I will lose over $in rewards bucks that could have been used between March and August if the original reservation had never been madeSo I've lost an additional $on this whole thing, plus all the time I have had to spend to get an acceptable resolutionSo no, I am still not satisfiedAND, the main reason I believe I even got the original full refund and the $voucher is because I contacted the Customer Relations officer at Orbitz' corporate HQ in ChicagoShe is the one who ultimately provided me with the refunds and voucherI never should have had to go to that level for an error that was clearly Orbitz'sAfter my already planned trips are over, I guarantee I will never use Orbitz again and plan to tell everyone I know the issue I hadBased on other reviews I've read about Orbitz, I don't think they should be at all surprised when they go out of business in a few years if they do nothing to fix their customer service
Final Business Response /* (4000, 14, 2014/10/10) */
Dear ***
The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you furtherThank you for your follresponse, and I am happy to address your continued concerns
On August 29, we did apologize for the disappointing experience and the inconvenience this caused youOrbitz strives to provide the best possible customer service, and I regret that in this case, we fell short of our goalWe certainly do apologize, and want you to know that our entire organization is focused on meeting the expectations of our elite travelersWe know how important it is to you to be able to count on us to not only meet your expectations but to surpass them as well
With so many hotels being offered on our website, Orbitz relies solely on each hotel to provide us with accurate information regarding their propertiesThis includes the star rating, location, amenities, and property description, etc
I show that a refund was processed for the hotel booking, and you were also issued a $future travel voucher, which was redeemed on September 8, and a refund was processed to the credit card on file
*** we take our customers' comments very seriously, and we thank you for your honest feedbackOrbitz appreciates your business, and we hope to have an opportunity to serve you in the future
Sincerely,
***
Orbitz Customer Relations
Chicago, IL
Final Consumer Response /* (4200, 16, 2014/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will never accept a response from a business that involves that business not taking responsibility for problems that are incurred by customers who patronize itOrbitz it still blaming the hotel for not notifying them of the closureI don't care what Orbitz says, it is still Orbitz' responsibility for the problems incurred because it was Orbitz that I used to book my reservation, not the hotel directlyI was counting on Orbitz to know what is going on with the properties they representIf I need to do my own due diligence and check on the properties myself, I don't need themFurthermore, based on their response, it makes it even MORE likely that I will never use their services again (once my current bookings have passed) because it is obvious that I need to do my own followup and make sure my hotel is still in business, flights haven't changed, etcbecause Orbitz will not being doing thisI strongly suggest that they look into their business practices as a result of this situation because their current practice isn't going to result in people returning once they find out that Orbitz is providing no assurance that reservations will be honoredI've worked with MANY travel agents previously, and have NEVER encountered even one who doesn't take responsibility for problems incurredWAKE UP Orbitz.....you're not going to survive if you keep up this wayThere are too many other competitors who offer much better customer service than you do....even if their prices are higherI'll happily pay a higher price to know that the company I work with will be watching my back to make sure things go smoothlyGo out on the web and read reviews about peoples' experiences with Orbitz.....what I encountered was nothing extraordinary
There is no need to respond further to me because I will never accept Orbitz explanation that it wasn't their fault

Worst customer service ever!! I have had to call Orbitz times and issue is still not resolved and flight is in daysAll of these calls have been over an hour long including a hour long callI needed to change my name on the flight ticket to my maiden name to match my passportAfter all the calls and different answers from different supervisors they said they were not able to change itSo I traveled hours away to get a same day passport made under my married nameAfter this exhausting day I called them to tell them I got my passport changed just to make sure they didn't end up changing it to my maidenGuess what, days later I chexk *** because of course I don't trust Orbitz and of course they changed my name to my maiden! So now I'm on the phone with them again for hours with al different supervisors that can barely understand English!!! So first they lied they couldn't change my name and then they end up changing it after I changed my passport and specifically told them not to anymore! Wow!! This is the biggest nightmare to deal with this company! I still don't know what will happen or how many more calls I will have to make and how much hold time and transfers from one incompetent worker to the next!! Nobody seems to know what they are doing

Complaint: ***
I am rejecting this response because:It said I could get a full refundThis is the websites fault or orbitz for not clearing stating this when I cancelled the flight! This is fraud to get charged for something I didn't receive! Also when I talked to *** they would've refunded the money but said I had to go through orbitzSo I think orbitz is just a fraud!
Sincerely,
*** ***

Complaint:
I am rejecting this response because:
Dear Madam,
First of all thank you very much for your rapid responseI wish it would have been the case in our previous encounter with Orbitz.
Due to the fact the we already paid a $fee for changing the date of the ticket on the 8th of December, when my mother's condition was severe (again, she passed away days following that); when in such a case every other business would automatically offer a date change without any additional charge, I do not think I have to pay again another $for changing the date of the flight.
I would accept the offer to use the credit for another flight ticket, for the same person - as of me, and the condition that the flight has to be before the 30th of June, however without paying any additional fees.
Thank you for your understanding.
Sincerely,
Sharon ***

Dear Mr
***,
The Revdex.com has shared your recent correspondence pertaining to the hold times encountered while contacting our Service Center to change your flight due to your illness. On behalf of Orbitz, I apologize for your disappointing experience, and appreciate the opportunity to review your account and respond to your concerns
Our records indicate that on February 16, 2016, itinerary *** was reserved using the self-service tool on the Orbitz websiteTravel was on *** Pacific, departing San Francisco, California to Chongqing, China, for one passengerUpon reviewing your account, I was able to confirm on February 19, 2016, we did receive your call, inquiring about changes and cancellations to your flight reservationsAt that time the assisting representative advised of the $airline imposed change fee plus a $increase in airfare, for a total additional cost of $to change the flight reservationsAt that time, the change was declined and elected to cancel his flight reservations insteadThe agent advised there would be a $cancellation penalty and advised of the refund timing of approximately six to eight week, which was agreed to and the cancellation was processed per the customer’s requestOn February 19, 2016, Orbitz submitted the refund amount of $to *** *** to be processed back to the credit card used to confirm the bookingThe amount of time it takes for the refund to process depends on how quickly the airlines and your credit card company take to process refunds.
Mr***, we apologize again for the hold times you encountered when contacting us regarding your flight change requestWe do appreciate your business, and hope that we have a future opportunity to serve youSincerely,
*** ***
Orbitz Customer Relations

First, I don't understand that Oribtz has an a+ rating from the Revdex.com with over 96% negative ratings
Second, everytime I call Orbitz, it takes me over hours and most of the time I get NO satisfaction DO NOT USE ORBITZ SAVE YOURSELF A HEART ATTACK DON'T GIVE THEM YOUR TIME OR MONEY

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 resolving this matter so quickly and fairly My family and I truly appreciate it Thanks again
Sincerely,
*** ***

I This is my 4th trip booked with Orbitz in totaling $10,000+I feel it is beneath me to even have to state how many trips I have booked or how much money I have spent with Orbitz but what the heck! I am on the phone with an Orbitz customer service representative as I type It is 12:25am I have been trying to book a trip since 7:50pm Original agent said he'd call me back in mins after he did some investigating for which would be easier if he could just call me back I said sure! He was very helpful, I told him so and hung up21/hrs later I called Orbitz back The agent had no details of my previous phone call with other agent and I had to start from scratch None the less, my itinerary from the first call was lost Subsequently so was my entire trip!!! Supposedly connected to a supervisor Ryan was worse than the other agents with regard to helping me recover my itinerary I have been on the phone for 1:50.24hrs with just him and is still continuingI asked to speak to his supervisor repeatedly to no availHe says he is the supervisor I question that
While on hold for the various minutes, I was on internet researching my trip on Orbitz web site and got as better price than the supervisor was offering with supposed discount His price was hire than the other agents I spoke to as well as online Biggest problem is that Ryan is not acting like a supervisor He told me I could talk to someone at 9am tomorrow morning I said "bring it on!!!" " I'll be on with you Ryan till then Keep you all posted!!!

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 The company is still misinformed at what really happened during this matter and still don't I stand what went wrong but talking to this company just sends me in circles Thank you
Sincerely,
*** ***

March 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 customer service issues.
Upon researching the customer’s complaint, we were unable to find any itinerary related to the information provided in the complaint by Ms***Please provide the full itinerary number and or other email address used to book the reservation if further research is needed
Orbitz’s goal is to provide an exceptional customer experienceWe regret any inconvenience encountered by Ms*** with our customer service representatives, a $Travel Coupon has been placed on the customer’s account and the comments received have been sent to our higher level of supervisors for review to improve the training of our staff and the quality of service we offer
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

Complaint: ***
I am rejecting this response because I specifically bought the tickets on Orbitz and NOT on *** IndiaOrbitz advertised that the "tickets are refundable" in bold in confirmation emailThey also allow consumers to shop on their site by filtering on "Refundable flights only".Orbitz is falsely advertisingThey did not state "Partially refundable only - based on airline policies"Had they stated thus, it would have been clearI tried contacting the airline and they send me back to Orbitz (rightfully, so since I bought the tickets on Orbitz)
Sincerely,
*** ***

Dear Mr*** Thank you for your follresponse, and I appreciate the opportunity to address your continued concerns Please know I have reviewed your concerns and found that you encountered issues concerning your booking. In taking all things into consideration, I will amend the voucher to $300.00. Subsequently, I will surrender the voucher to the credit card associated with your account. This will process today and please allow to business days for the credit to appear on the statement. This, however, is all the compensation which Orbitz will offer. Your request has received every consideration; conversely, Orbitz feels that the compensation that was offered to you is more than fair for this situation, and we are not inclined to compensate any furtherSincerely, Luisa *** Orbitz Customer Relations Chicago, IL

Complaint: ***
I am rejecting this response because: I wa YELLED AT by an orbitz mamagerThey screwed up and refuse to take fault
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
Sincerely,
*** ***

March 3, Revdex.com Chicago and Norther Illinois Complaint DepartmentRE: 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 case number ***) regarding a hotelWe understand *** *** is requesting a refund.Our records show on November 30, *** *** or a person authorized on her account purchased a package through the Orbitz.com website including a roundtrip flight with *** Airlines for travel from Los Angeles to Antalya, Turkey on February 3, 2018, returning February 17, 2018, and a night stay for one guest with the Hotel ** checking in on February 4, in a Deluxe Single Room (French Bed), for a total cost of $1636.14.On February 11, our customer contacted us, and stated renovations were causing a paint smellWe reached out to the hotel to advocate on behalf of our customer, and they provided a way to communicate with their guest services via email. *** *** was specifically asking for a refund of the hotel stay being usedOn being advised we would be emailing with the hotel and waiting for a response, she requested to escalateOur supervisor took over and offered to move *** *** to another similar property to resolve the paint smell issueOur customer refused the offer choosing to stay at current hotel, but wanting a full refund for the entire stay including the days used and upcoming days she was still planning to useWe advised *** *** that any refund may only be authorized by the hotel, and Orbitz is unable to override the policies of the hotelHowever, as this was her decision we continued with making *** *** request via email with the hotelA good will Orbitz.com coupon was provided worth up to $off the base rate of our customer’s next prepaid hotel or hotel package, that must be booked in the customer’s account over a limited time. The hotel replied by email that the renovations were outside and minor, and paint wasn’t near the guest roomsTo accommodate all guests, they provided some of their incidental charges at a discount, offered a free dinner, and delivered a free fruit plateDue to the additional complaints received from *** ***, they additionally upgraded her room to a sea view and provided some other amenities complimentary.The hotel approved a refund in the amount of $273.93, which was processed by Orbitz.com to the original form of payment on February 18, No further refund or compensation has been authorized by the hotel.Orbitz is a third party booking website that offers travel items for sale from vendorsThe policies for those items come from the vendors who sell and oversee their itemsOrbitz provides our Terms Of Use online, regarding the use of our website, which explains this same information, and is agreed to at the time of booking. As Orbitz.com provided all the necessary information for our customer to be aware of what would or wouldn’t be possible with their refund request prior to booking, correctly advised our customer when we were contacted, advocated for our customer with the hotel, offered relocation, and provided goodwill, no further refund, compensation or good will shall be provided for this itinerary.We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely,*** ***Corporate Customer Service

Dear Mr. ***, Thank you for your response Please know the credit you have for the canceled reservation with Orbitz booking number *** is with *** Airlines and not Orbitz; therefore, they hold the funds for your original reservationAll the rules placed on your credit are done so by the airline and these rules are the same whether a reservation so booked with Orbitz or with the airline directly Mr***, at the time you canceled your reservation you were advised of rules regarding using the credit in the future, including that you would have to contact Orbitz Customer Service to apply the credit towards a new ticketWe understand you contacted Orbitz regarding your credit; however, as I previously stated when you contacted Orbitz Customer Service you advised you were contacting us regarding Orbitz booking number ***, and all the information provided by the agent was related to that booking Again, the credit is valid until August 10, to be used towards a future *** Airlines flightEach passenger has until that date to rebook and start travel using the creditUpon rebooking you will be responsible for a $*** Airlines reissue fee per person, a $Orbitz fee per person, plus any difference in airfare per personPlease contact our Customer Service Department when you are ready to rebook Sincerely, *** *** Orbitz Customer Relations Chicago, IL

Dear ***,
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The Revdex.com has shared your recent correspondence pertaining to your refund request on the unused portion of the ticket under Orbitz record locator ***On behalf of Orbitz, I apologize for the delay, and appreciate the opportunity to review your account and respond to your concerns
Please know that as a travel agency, we are required to receive authorization from the respective airline to process a refund on a nonrefundable ticket, even when it is due to an airline imposed schedule change. Many requests were forwarded to *** Southern airline requesting authorization, and the remaining balance on the unused portion of your ticket
***, I do show that authorization was received, and a refund in the amount of $was processed back to the credit card used to confirm the booking on May 16, 2016. The amount of time a refund takes to process to the credit card does depend on each respective bank
***, thank you again for the opportunity to address your concerns. We do appreciate your business, and hope that we have a future opportunity to serve you
Sincerely,
*** ***
Orbitz Customer Relations
Tell us why here

Complaint: ***
I am rejecting this response because:Orbitz despite its assertion of policies, breached its fiduciary duty to Dr*** by allowing and failing to correct material misrepresentations of fact regarding the booked properties on Orbitz website in violation of the Commonwealth of Pennsylvania Unfair Trade Practices and Consumer Protection Law Orbitz is an agent of the property that was booked and cancelled and has violated the Act in its presentation of the property which was fraudulent and deceptive.Dr*** wishes a full refund
Sincerely,
*** ***

Dear Ms***, Thank you once again for your continued correspondence and persistence. In my previous response I explained that your reservation was canceled after the courtesy cancellation time period had elapsed; therefore, Orbitz is unable to offer you a refund for the reservation We have given this matter every consideration and at the same time, provided you detailed responses regarding it. We regret your on-going unhappiness with our service. As we have evidently reached an impasse, there will be no further replies forthcoming from our office regarding this issue Your continued interest in Orbitz is appreciated. Sincerely, *** *** Orbitz Customer RelationsChicago, IL

I booked my flight ticket with Orbitz months agoI am due to travel on the August I just got an email from Orbitz this morning stating that there was a problem with my booking and I am traveling with a small childI do not know what to do and I would like this matter resolved as soon as possible I have been trying to reach customer care but all is in vain
I am now freaking out because this travel is very important and being with a small child I just want to be sure that I am not going to be stranded or put on a flight that would have long waiting time
How can I be contacted weeks before my travel with this information and not even be called to be advised what is going on I have booked my previous flights with orbitz before and there has not been any problems and I have recommended orbitz previously to my family and friends and now this