Orbitz

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,
*** ***

Complaint: ***
I am rejecting this response because:Refund of USD issued on December 6, had nothing to do with Best Price GuaranteeIt was the refund for airline tickets minus cancellation feeThe business response misrepresents airline tickets refund for Best Price Guarantee refund:"Our records indicate that this matter was resolved on December 6, when the customer was refunded $for the Best Price Guarantee claimAfter further review of the customer’s account we are able to verify that his flights related to the package were canceled and refunded by *** Airlines".
Sincerely,
*** ***

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

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 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

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,
*** ***

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: 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: ***
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*** ***

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

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!!!

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: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,
*** ***

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

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

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

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