Orbitz

Dear Mr***,
Thank you for your follresponse, and I appreciate the opportunity to address your continued concernsPlease know that all airline flights offered by a travel agency are offered by the airline directly. Travel agencies do not have involvement in the flights being offered, and cannot offer a flight unless it is registered by the airline directly. Orbitz does not hold the funds for the tickets reserved; these are charged by the airline directlyThe ticket reserved was refundable minus an airline penalty fee of $200.00. A refund in the amount of $was processed back to your credit card, and as a gesture of goodwill, Orbitz offered you a $future travel voucher. As we do not charge directly for airline reservations, we do not have accounts that we can place a credit on. Below is the email that was forwarded regarding your voucher on November 22, As a gesture of goodwill, Orbitz would like to offer you a $rebate to use towards a future Orbitz.com: • Prepaid Hotel booking • Vacation Package booking • Air booking Voucher case number: *** When you make your next "Low Price Guarantee Hotel”, "Vacation Package" or "Air" booking on Orbitz, please forward a copy of your 'Orbitz Travel Document' email to us at [email protected] reference the voucher case number above, offering the $rebate in your requestOrbitz will then process a refund to the credit card used to purchaseThe Refund will be credited to your account within 5-business days after the documents are received and validatedThis offer is valid for one (1) year from the date of this email
Mr***, we have escalated your concerns to Delta Airlines directly regarding the problems you have encountered. Thank you again for the opportunity to address your concernsSincerely,
Charlotte ***
Orbitz Customer Relations

I purchased tickets round trip from Philadelphia to Orlando Florida after I purchased I checked the website again and the price was less than half of the price that I paid for the tickets, so I called them back and I put a claim online because they have best price guarantee, I put a claim in and they tell me that my claim does not meet the requirementsThe best price guarantee do not work they won't give you the difference in price

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meHowever, I would like to add that the inquiries and conversations took around 4-hours each of the three daysI would strongly advise that customer issues that are escalated to Tier and definitely Tier support be able to work with an agent directlyEach time, it takes minutes to finally reach Tier support and another to reach Tier corporate managersBecause of the lack of direct customer support, I will not be booking any flights through Orbitz in the near future because if something happens, as a customer, I have very little recourse.
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 This is based on Orbitz's reimbursement of the disputed amount
Sincerely,
Samuel ***

Dear Mr*** The Revdex.com has shared with us your correspondence regarding your recent experience with OrbitzIt is my understanding you state you were unaware that the credit from your cancelled flight to Boston, Orbitz record locator *** had an expiration
dateI 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 know per the fare rules placed on your ticket by *** Airlines, which were provided to you during the booking process on the Orbitz site and again when you canceled the reservation via the website, the credit you received when cancelling the flight was only valid one year from the original booking date, January 16, 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. As a travel agency, Orbitz is required to apply the applicable airline fare rules when rebooking a ticket using a credit from a canceled tripUnfortunately, as a distributor of tickets for the airline, we do not have authorization to extend the validity date of a credit from a canceled flight Nevertheless, we do value you as a customer; therefore, we would like to offer you a future travel voucher for the amount of your ticket, $285.20, to be used on your next Orbitz.com bookingOur voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needs Here are the instructions for the future travel 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 request. Orbitz will then issue a credit to the card used for the new booking. This offer is valid for one year from the date of this letter, until July 5, Mr*** we wish our response could be more favorableWe appreciate your business and look forward to serving you in the future with your travel needsSincerely, *** *** Orbitz Customer Relations Chicago, IL

July 31, Revdex.com Chicago, Illinois Complaint Department 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 attention. Orbitz 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 Mr*** *** (Revdex.com case number ***) regarding a flight reservation. We understand Mr*** is requesting a refundOn July 25, 2017, we received receipt of the Revdex.com complaint Our records reflect on April 16, 2017, the customer self-booked a flight reservation for *** ***, *** *** *** *** ***Travel was on *** Canada, departing June 14, 2017, from Boston, Massachusetts to Delhi, India; and returning on July 14, 2017, from Delhi, India to Boston, Massachusetts with ***, via itinerary number ***The customer is stating that he was not allowed to board the flight due to issues with his travel documentationThe customer is stating that Orbitz did not disclose the information Upon further researching this matter, we can confirm on June 14, 2017, the customer contacted Orbitz advising that he was not allowed to board the flight due to issues with the travel documentationOrbitz contacted *** Canada, who advised that they would not authorize a refund; however would allow a flight creditThe airline advised that the customer would be responsible for the imposed airline change fee of $per person; plus any fare differenceThe customer advised that he would purchase a one-way flight and agreed to the flight credit In reviewing the account, based on the airline policy the tickets are nonrefundable, nontransferable and no name changes are allowedThe flight credit is valid for 1-year from the original date of issue of April 16, Please note that if the tickets are not used within the timeframe, *** Canada will consider the tickets as a lost value Orbitz was able to review the customer’s booking session that was made on April 16, During the booking and checkout path on our website, it was disclosed that Orbitz does not provide Passport/Visa requirements for international travelYour itinerary does provide a disclaimer for Passport/Visa requirements, which states: Proof of Citizenship is required for international travel. When children are traveling, additional documentation may also be necessary. It is your responsibility to meet entry requirements for the countries you are traveling to and connection throughThe emailed confirmation that was sent did provide this information as well Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providersAir Canada was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary and not OrbitzWe must adhere to the airline’s policies Furthermore, when finalizing the reservation on Orbitz.com, the customer agreed to Orbitz’s Terms of UseThe Orbitz’s Terms of Use explicitly state as follows: The carriers, hotels and other suppliers providing travel or other services are independent contractors and not agents or employees of the Orbitz CompaniesOrbitz Companies are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death , property damage, or other damages or expenses resulting there-fromOrbitz Companies have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority In no event shall the Orbitz Companies, the Orbitz Partners and/or their respective suppliers be liable for any direct, indirect, punitive, incidental, special or consequential damages arising out of, or in any way connected with, your access to, display of or use of this Website or with the delay or inability to access, display or use this Website (including, but not limited to, your reliance upon opinions appearing on this Website; any computer viruses, information, software, linked sites, products and services obtaining through this Website; or otherwise arising out of the access to, display of or use of this Website) whether based on a theory of negligence, contract, tort, strict liability, consumer protect protection statutes, or otherwise, and even if the Orbitz Companies, the Orbitz Partners and/or their respective suppliers have been advised of the possibility of such damages. Based on the above Orbitz is unable to honor the refund request and or compensation We thank you for allowing us the opportunity to address the issues that were brought to our attention. Sincerely, Delia Kent Corporate Customer Service

Dear ***, The Revdex.com has shared with us your correspondence regarding your recent experience with OrbitzIt is my understanding you are requesting a refund for your reservation at the *** *** Express & Suites *** as you did not stay at the property due to your
disappointment with the service you received when contacting OrbitzI 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 youOur aim is to meet or exceed customer expectations, and I regret that in this case, we fell short of our goal Please know that we do regret your disappointment; however, we have contacted the property on and they have advised they will not authorize a refund for this reservationUnfortunately, as Orbitz has been charged in full for your bookings, and we are unable to offer a refund Nevertheless, we do value you as a customer and as a gesture of sincerity for your disappointing experience we have added $in Orbucks to your accountThey are valid until February 16, and are available to be used towards your next qualifying prepaid hotel booking ***, we appreciate your business and hope you will continue to use Orbitz in the future for your travel needsSincerely, *** *** Orbitz Customer Relations Chicago, IL

Initial Business Response /* (1000, 5, 2014/08/25) */
Dear Mr***
The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you furtherIt is my understanding that you encountered issues trying to secure confirmed seat assignments on your
flight to CancunOn behalf of Orbitz, I apologize for this disappointing experienceI appreciate the opportunity to review your concerns and respond
Orbitz, as an online travel agency, can appreciate your questioning about why you can be confirmed for a flight and have seats selected, and yet have those seats assignments changed before travelDuring the booking path, we explain that these selections are only requests, and it is up to the airline to confirm them
Based on our customers' preferences; Orbitz transmits a request about the seat requested to the airlineHowever, please note that the seat assignments are ultimately the decision of the airlineFurthermore, we advise our customers that if they have special needs, it is always best to check with the airport's airline personnel so that the airline may accommodate these needsThe airlines do not assign seats based on where or how a reservation is madeAll travel agencies, as well as the airlines themselves, are given the same consideration when pre-assigning the seats
Nevertheless, we regret this disappointing experienceAs a gesture of our sincerity, Orbitz would like to offer you a $future travel voucher on your next Orbitz.com bookingOur future travel voucher is meant to emphasize our commitment to you and we remain hopeful you will continue using Orbitz for your travel planning needs
Here are the instructions for the future travel 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 e-mail offering the $future travel voucher in your requestOrbitz will then issue a credit to the card used for the new ticket purchaseThis offer is valid for one year from the date of this e-mail, until August 25,
Mr***, thank you for allowing us the opportunity to respond to your concernsWe truly value your business and look forward to serving your travel needs in the future
Sincerely,
***
Orbitz Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (3000, 7, 2014/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand how the process works, and accept thatThe issue I had was not the initial assignment of incorrect seats, but the waste of my time having to call orbitz and speak with different agents, and then being cold transferred to united airlines to handle it myselfDoes that sound like proper customer service to you? It certainly does not to me
I appreciate your gesture of sincerity, and I am very happy that you plan to emphasize your commitment to me, but I feel my time is worth more than the $you have offered
I only get to travel every years or so with the economy the way it isI would appreciate a travel voucher with an extended expiration, and my original request of $is worth my time, and loyalty to Orbitz
Final Business Response /* (4000, 9, 2014/09/03) */
Dear Mr***,
Thank you for your responseAs you have requested, I have now created a $voucher in your namePlease note the new case number in the instructions below:
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 September 3,
Best Regards,
***
Orbitz Customer Relations
Chicago, IL

Dear Sharon, Thank you again for the quick responsePlease know I have spoken with Air France on your behalfThey advised that when you are ready to rebook; you should call them directlyIf the agent will not assist you, please request a supervisorOnly Air France can waive or decrease the amount of their penalty feeSince the reservation was booked on Orbitz; we have added documentation to the record that allows Air France to assist you in any way they canSharon, I hope this information is helpful to youSincerely, Jeanna *** Orbitz Customer Relations Chicago, IL

Dear Mr***, The Revdex.com has shared with us your correspondence regarding your recent experience with OrbitzIt is my understanding you are upset with the service you received when you booked a reservation to Las Vegas using a credit from a cancelled
flightI appreciate the opportunity to review your account and respond to your concerns On behalf of Orbitz, I would like to apologize for any frustration this may have caused you At Orbitz, we do understand the importance of our agents accurately and efficiently handling our customer’s requests. Please know that I have reviewed the call on January 18, to verify that our agent properly addressed your concernsUpon listening to the call recording we have determined while the agent did advise you that you would need to rebook using the credit that day she did not state that if not done she would not allow you to have the creditFurthermore, the agent advised that she would wait while you discussed the information with your wife, to which you advised to hold for a couple of minutes while you did soYou then came back on the line and advised that you would be traveling from New York to Las VegasOur agent then recapped the flights you had previously discussed, including dates, times, and flight numbers, and advised of the additional amount of $you would be charged for the $*** Airlines fee per personYou agreed to the flights and the additional cost so our agent completed the booking Please know we certainly regret your disappointment, but we do show that our agent properly handled your call; therefore, Orbitz would not be in a position to process a refund for the $airline penalty per person you were charged when the booking was made Mr***, I also understand you state you contacted *** Airlines and were advised that the reservation had to be canceled due to a ticketing error made by OrbitzPlease know I have contacted *** Airlines regarding the cancellation and they did advise the reservation was canceled at your request and not due to a ticketing errorFurthermore, they stated that you were offered a refund of $per person due to the reservation being cancelled within hours; however, you choose to have the amount put in a travel bank instead, which you used on January 20, when you booked a new flight with *** Airlines 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

Complaint: ***
I am rejecting this response because: This is an unacceptable response- penalizing me for the whole nights over simple clerical error- is outright theft- as I said before I canceled within hour period of when I made the reservation- this is the standard grace period for most all hotels
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/09/28) */
Dear Mr.***
The Revdex.com has shared your recent correspondence pertaining to your disappointment in the insurance offered and their coverageI appreciate the opportunity to review your account and respond to your
concerns
At Orbitz, we do offer travel insurance to our customers to help guard them in emergency situationsThe insurance does not cover elective changesIt is designed to help the passenger in situations such as illnesses, loss of luggage, travel disruption, and more
Mr.***, we certainly regret your disappointment in our services; however, as a travel agency, we do not hold the funds for the ticket reserved, and are required to follow all airline rules and restrictionsThe $penalty fee is the standard change fee for domestic tickets reserved on United Airlines
Mr.***, I wish that I could offer you a more favorable response, but I am unable to offer a refund on a nonrefundable ticket or the insurance reservedThank you again for the opportunity to address your concerns
Sincerely,
***
Orbitz Customer Relations

I received an email stating that my flight had been booked After hours later, I received another email stating that my reservation was not confirmed and that it MAY be confirmed within the next hoursI immediately booked with another agency and got instant confirmation I cancelled my itinerary with Orbitz, requesting a full refund, including the $booking fee A supervisor approved the refund, stating that I should receive it in 3-business daysI did not I called again five days later and was told that I would be receiving it I did not I called again days later and was told that it had been refundedIt was not I was am currently on hold for over minutes and counting while the rep "investigates." At this moment, I still have not received the full refund Apparently, their promises mean nothingThis company is pretty shadyI will never do business with them again

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThank you, I checked and the refund was processed
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:Orbitz didn't give me a courtesy call to discuss the issue and their focus on my resolution/refundThey didn't mention or address the lack of customer experience at all level on their side , misleading info on there website and the corporate respond to my complaint If Orbitz thing this complaint about money I am willing to change my resolution from refund to myself to a refund to a local charity (*** ***).
Sincerely,
*** *** ***

Complaint: ***
I am rejecting this response because:
I was present at the check in counter, nobody from *** airways was availableWhen I first called orbitz I was not told it was a no show but rather that the flight has 'open' status. In the time period from when I first talked with orbitz until the next time I talked with orbitz the flight status changedThe rejection is also made because there is no valid response made, Orbitz simply requested more time to respond
Sincerely,
*** ***

Dear Mr***, The Revdex.com has shared your recent correspondence pertaining to the rate issue with your booking under Orbitz locator *** at the *** - *** Vacation Club VillasOn behalf of Orbitz, I apologize for any disappointment this has caused, and appreciate
the opportunity to review your account and respond to your concernsWe were notified that there was a problem with confirming some reservations at the rate reserved for your travel datesHotel rates displayed on Orbitz are manually entered either by the property directly or their respective service. Unfortunately, the service which handles entering these rates for *** made an error while entering rates for some room typesMr***, please know that this issue will not be affecting your reservation, and your booking has been confirmed at no additional costOn your reservation, you will not be requested to pay any difference in rate upon arrival at the propertyMr***, we apologize again for any inconvenience this has caused, but happy that we were able to correct this issue on your behalfSincerely, *** *** Orbitz Customer Relations Tell us why here

Dear ***, The Revdex.com has shared with us your correspondence regarding your recent experience with OrbitzIt is my understanding you are requesting a refund for your reservation at the *** *** Express & Suites *** as you did not stay at the
property due to your disappointment with the service you received when contacting OrbitzI 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 youOur aim is to meet or exceed customer expectations, and I regret that in this case, we fell short of our goal Please know that we do regret your disappointment; however, we have contacted the property on and they have advised they will not authorize a refund for this reservationUnfortunately, as Orbitz has been charged in full for your bookings, and we are unable to offer a refund Nevertheless, we do value you as a customer and as a gesture of sincerity for your disappointing experience we have added $in Orbucks to your accountThey are valid until February 16, and are available to be used towards your next qualifying prepaid hotel booking ***, we appreciate your business and hope you will continue to use Orbitz in the future for your travel needsSincerely, *** *** Orbitz Customer Relations Chicago, IL

March 7,
Revdex.com
Complaint Department - Orbitz
Re: Orbitz Case #: ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from *** *** (Revdex.com complaint #***)We regret to hear the customer did not accept our response and/or resolution offered
Orbitz’s goal is to provide an exceptional customer experienceThe customer provided further documentation related to refund request
After further review of Ms*** complaint, we can confirm on January 7, 2017, the customer stated she had missed her flight due to being placed on a wrong line by ***, which was the airline operating the flight from Dublin to Manchester at the time
We can also confirm after Ms*** was tagged as a no-show, the airline canceled the remaining flight segments therefore Orbitz did not longer have control over the ticket or could make changes to it
Orbitz’s acts only as a third party intermediary for airlines, and once a ticket is used or canceled by the airline, any changes or reinstatement of a flight ticket has to be handled by that particular airline
Orbitz continues to stand by our original replyWe maintain that Orbitz did not have control over the customer’s flight ticket after it was canceled by the airlineOrbitz was advised by the airline further assistance would be on their end therefore no compensation can be provided
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

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
Despite the large amount of time that I was trying to get this issue resolved over, within days of me sending the written complaint, I heard back from Orbitz and upon calling again, was met with the same confusion but then quickly transfered to someone else who immediately understood the situtation and worked with unprecendented dilligence to solve the issueI am very grateful to the Revdex.com for their time and assistance in helping me resolve this issue and thankful that in the end the situation was finally able to be rectified
Sincerely,
*** ***