Orbitz

Initial Business Response /* (1000, 5, 2015/03/03) */
Dear Mr.***
The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you furtherI understand you booked a hotel reservation, and when you received your confirmation email; the hotel
dates were incorrectI 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 information, I was unable to find an account under the email address, ***@yahoo.comIn order to better assist you, please provide the Orbitz confirmation, and the email address on the accountOnce this information is received, I will gladly assist you further
Sincerely,
***
Orbitz Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (3000, 7, 2015/03/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The individual that sent the Orbitz response said she was unable to find my account numberI don't have an account with OrbitzI was merely trying to book a reservation and the Orbitz web site came up on my computer
Additionally, I would submit the reason Orbitz can't find the transaction is the person that gave me the erroneous information probably deleted the transaction
Final Consumer Response /* (4200, 12, 2015/03/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Just don't trust OrbitzPlease ask them to contact me directly
The response I received from Orbitz was not acceptableI was told they could not find a record of my reservation attemptI THINK THEY COULD NOT FIND THE RECORD BECAUSE THE AGENT THAT GAVE ME THE ERRONEOUS INFORMATION PROBABLY DELETED MY EMAIL ADDRESSSo, no, I am NOT satisfied with the response from OrbitzAnd, I will NEVER USE THEM AGAIN!!!! Also I will advise people I know not to use them!!!
Final Business Response /* (4000, 14, 2015/03/13) */
Dear Mr.***
The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you furtherI apologize for your continued disservice with Orbitz
Please know once an account is created on our website: it can only be lockedThe account cannot be deletedPlease provide the email address on the account, and a copy of the Orbitz confirmation that you stated you received showing the incorrect datesOnce this information is received, we will gladly assist your further
Sincerely,
***
Orbitz Customer Relations
Chicago, IL

Complaint: ***
I am rejecting this response because:The "hotel" room did not have a lock on the doorI can understand the no front desk issues as that was stated online, but it did not say that the room would bot have a lock on itAnyone could have just walked right in and taken anything we had in the room, making it impossible to even leave the room in which we had rentedI do not think that it is out of line to expect that a rented room be able to lock so we can leaveYour customer service was not only bad, it was down right rude to place me on hold for an hour at a time and then to come back only to hang up on me, the call was not disconnected and if it was I had left my phone number on both of the occasions in case of disconnection, and never received a call back.I would also suggest when you use a generic response when responding to my Revdex.com complaint, as I am sure you receive a lot of complaints due to situations like this, you make sure you change the the name all the way through the template emailI am not a "Ms." not am I a "Ms***.I can tell that you took no time to consider the complaint, but rather just sent out the template emailI am still completely I satisfied by your response and hope you could at least try a little harder than to not change the template name even
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,
*** ***

Complaint: ***
I am rejecting this response because: my concerns have not been addressedYou claim that you thoroughly reviewed my account but say that "The agent deducted a qualifying promotional code from your package", when the agent did not even book my package, rather it was meYour agent lied (you should really listen to the recording) and stopped me from booking a much cheaper package ($cheaper)I kept telling him that I had all the info already on the website ready to book but just had the quick question about Orbucks instead he kept me on the phone while he lied to me over and over for over mins about he is able to book cheaper than onlineAt one point quoting me $more to allow me to use my $Orbucks and another time $more to book as a package, when I finally asked to speak to a manager he said that the service reps don't have access to different prices that's when I became furious about how I was hustled and booked on my ownI thought of contacting Orbitz because I thought you would not approve of this but instead this issue till this 4th email is being ignoredI don't understand how as a company you don't see a problem with what happened?! I am willing to forgo the Orbucks rewards dilemma and get reimbursed for the difference of price that I was quoted originally which was a $difference
Sincerely,
*** ***

May 22,
Revdex.com
Complaint Department-Orbitz
RE: Case Number ***
Dear Revdex.com,
Thank you for taking the time to contact Orbitz regarding an issue from our customerOrbitz is disheartened that 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 refund for a canceled hotel reservation
Upon receipt of Ms*** complaint, we researched the issues brought to our attentionOur records reflect that on March 2, 2018, *** *** self-booked a four-night stay at the *** *** Resort by Diamond ResortsBy selecting, "Complete the booking", Ms*** acknowledged that she read and accepted the hotel Rules & RestrictionsIt was advised prior to the customer purchasing the hotel reservation:
Important information about your booking
This special discounted rate is non-refundableIf you choose to change or cancel this booking you will not be refunded any of the payment
Furthermore, when finalizing the reservation on Orbitz.com, Ms*** agreed to Orbitz Terms of Use which explicitly state as follows:
The carriers, hotels and other suppliers providing hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of OrbitzOrbitz is 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 has 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 they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority
On March 2, we contacted the *** *** Resort to request authorization to cancel the reservation and issue a refundThe hotel declined to authorize a refundOn April 17, 2018, Ms*** cancelled the reservation onlineThe customer was advised prior to cancellation that the reservation was non-refundable. On May 10, 2018, Ms*** contacted Orbitz to have the hotel reservation reinstatedWe explained that once a hotel reservation is cancelled we are unable to reinstate the bookingOn May 12, 2018, we contacted the hotel to request if they would authorize a refund or reinstate the reservation in their system, unfortunately the hotel declined both options
Based on the foregoing reasons, Orbitz is unable to honor the refund requestAgain, we thank you for allowing us the opportunity to address Ms*** concernsIf you have any other questions, please do not hesitate to contact us
Sincerely,
*** ***
Corporate Customer Service

Dear Mr***, The Revdex.com has shared with us your correspondence regarding your recent experience with OrbitzIt is my understanding you booked two seats for yourself on the reservation to Manila; however, when you arrived at the airport you were only provided one and you are
requesting a refund for the unused seatI appreciate the opportunity to review your account and respond to you On behalf of Orbitz, I apologize for any frustration this has caused you Please know when someone is in need of two seats for a single traveler these types of reservations must be booked directly with the airlineIf a reservation is booked with two separate seats on the Orbitz website, for the same traveler, the airline regards this as two separate reservations for two different peopleThis is why when you arrived at the airport in New York they only provided you with one seat Mr***, per the fare rules placed on the second ticket, the one that was unused, the reservation is refundable minus a $penaltyTherefore, Orbitz has processed a refund for the ticket minus the penalty and you will receive a refund in the amount of $back to the original form of payment within days 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

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

Dear MrAlinder, The Revdex.com has shared your recent
correspondence pertaining to your hotel no show fee charges. I have reviewed your reservation history to better understand the nature of your concerns. You had a reservation at the Fairfield Inn & Suites StPaul Northeast that the dates were booked in error: however, the reservation confirmed was associated with a nonrefundable cancellation policy. I appreciate the opportunity to review your account and respond to you inquiryPlease know that we do empathize with your situation, and today I have contacted the Fairfield Inn & Suites StPaul NorthwestThe Fairfield Inn & Suites StPaul Northwest, have authorized a full refund for your stay in the amount of $268.08. Please allow to days for the refund to process to your account. Mr*** 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 servicesSincerely, Luisa *** Orbitz Customer Relations Chicago, IL

Orbitz has lost my business I booked a trip to NYC, I reviewed the cancellation policy which states:
Cancellation:
Hotel policies
If you cancel or change your reservation before 6:PM local hotel time on 7/4/15, the hotel will charge you $
If you cancel or change your reservation after 6:PM local hotel time on 7/4/15, the hotel will charge you for the total cost of your reservation
All times mentioned are in local hotel time.If you need to change or cancel this hotel reservation, please do so through Orbitz rather than through the hotel directly
I cancelled on 7/3/When I questioned them, I was told that policy includes any day before 7/4/
Additionally, the representative, Mario was extremely rude, asking me if I "read the word BEFORE when reviewing the policy"
I have never been treated so badly Additionally, when I tried to speak to a supervisor, the hold time was minutes & their system for a call back was not available

Dear ***, The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you furtherIt is my understanding that you needed to
cancel your reservation, but you were not able to speak with anyone at Orbitz for assistanceI appreciate the opportunity to review and respond to your concernsOn behalf of Orbitz, I apologize for the disappointing experience and the inconvenience this caused youPlease know as a travel agency, most airlines do give us the option to void a nonrefundable ticket within a specific time period in case there are errors madeThis is a courtesy we make available to our customersHowever, the time period is very strict, and once the time has passed; we can no longer offer this serviceThroughout the booking process, we post a banner of how long you have to take advantage of this serviceFor your reservation; you would have needed to cancel before 10P CT on Jan 22, If the reservation is not canceled by the deadline; the reservation is reported to the airline, and the airline fare rules become effectivePer *** Airlines; this ticket is non-refundableIf you are unable to reach anyone in Customer Service Department; you also have the option of canceling the reservation on the website under your “My Trips.” ***, we certainly regret to hear of your disappointmentHowever, we make every effort to ensure our customers are aware of the courtesy cancellation time periodYou are truly a value customer, and we hope to have an opportunity to serve you in the futureSincerely, *** *** Orbitz Customer Relations Chicago, IL

Dear Ms***, The Revdex.com has
shared your recent correspondence pertaining to the fare increase during your recent fare search with Orbitz’s website. I appreciate this opportunity to review and respond to your concernsPlease know that Orbitz is dedicated to making every customer experience a great experienceWe do understand that it is frustrating if you see a price on a reservation that you would like to confirm, and it becomes unavailableInventory available on Orbitz is also available to other travel agencies, airlines and hotelsThere are millions of customers shopping throughout the day and since airline and hotel rates are based on availability, this can make rates increase very quickly with little or no noticeMs***, let me explain in more detail how this can occurAs an online travel agency, airlines and hotels send Orbitz inventory available for most every flight and hotel room that they have to offerOur site is updated several times daily with new information receivedOnce a fare or rate is no longer available the website is designed to offer the next available priceIf the next price available was not sent, the website will advise you that this price is no longer available and will not give another optionPlease be assured that Orbitz’s goal, as a website, is to be able to offer the lowest prices possible to our customersOffering lower prices to customers is what benefits Orbitz as a company, not offering higher prices that a customer may not be able to purchaseAs a gesture of our sincerity, Orbitz would like to offer you a $USD future travel voucher on your next prepaid Orbitz.com airline, hotel or vacation package booking. Our 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 ***@Orbitz.com. 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 February 5, 2017. Ms***, we appreciate your business and we hope you will provide us with a future opportunity to serve your with your travel planning needsSincerely, *** *** Orbitz Customer Relations Chicago, IL

Complaint: ***
I am rejecting this response because: I don't dispute that the info was there prior to my hitting the button to complete the bookingWhat I find unconscionable is that the "taxes and fees" are in excess of the cost of the room for one nightThe explanation offered by Orbitz is laughableIt is difficult to comprehend why this company would need to recover fees and compensate themselves at a cost to the customer that exceeds the price paidLesson learned: avoid Orbitz at all costs moving forward an make sure to tell others to do the same
Sincerely,
*** ***

Dear Joseph, Thank you for the quick response, and again, I do apologize for your continued disservice with OrbitzWe certainly empathize with the inconveniences you encounteredPlease know we are still researching the informationMeanwhile, can you forward me the receipts showing the amount you paid for the car rental and gas? Sincerely, Jeanna ***Orbitz Customer Relations Chicago, IL

Initial Business Response /* (1000, 5, 2014/11/19) */
Dear***
The Revdex.com has shared your recent correspondence pertaining to suspicious charges on your accountI appreciate the opportunity to review your account and respond to your concerns
My understanding is
that you have shown suspicious charges from Orbitz, and then credit backWhen you contacted Orbitz, you were informed that first, it was from a different account, and then that it was a fraud transactionOrbitz indicated you would receive a call explaining the issue, but you did not ever hear back
On behalf of Orbitz, I would like to apologize for the inconvenienceIn order to assist you with your inquiry, please provide the account number which was used for the bookings in question, and I will investigate and research this issue and respond back to you
*** ***, we appreciate your businessI look forward to hearing from you soon
Sincerely,
***
Orbitz Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2014/11/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
my account user name is***
I do not know what account the booking was made from as no one would tell me
Actually first they said it was due to a trip that I booked in september, makes no sense because I never booked a trip in September and that has nothing to do with a charge in novemberthen they told me it was booked for a room in manilla that I had just cancelledsame thing never happenedThen they tell me it's because they caught the fraud, which they didn't do, I did
You see why I have absolutely confidence in what Orbitz is telling me? There are absolutely no other suspicious charges on my account and to tell me to cancel my cards is just a cowardly way of getting me to waste my time for nothing and to absolve Orbitz of the responsibility of finding out what actually happened
If it is fraud then they should at least be able to assure me and the rest of the community that that person's account is now suspended and previous booked trips on that account is looked intoAnd also an explanation as to why if ORBITZ detected the fraud why they did not notify me, because if this is standard practice then the community should know about itOr if they didn't detect the fraud then why lie to me times about what happened?
Final Consumer Response /* (4200, 15, 2014/12/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
XXX-XXX-XXXX
Final Business Response /* (4000, 17, 2014/12/15) */
Dear Mr***,
I contacted you and left a message at XXX-XXX-XXXX last week but have not had a responseI tried calling again this morning and received a message stating "a mail box has not been set up yet" so I was unable to leave a messageIn order to resolve this I need to have you contact me and give me the full credit card number of the account that you are stating there are unauthorized charges onWithout this information, we are not able to assist you furtherYou may contact me directly at XXX-XXX-XXXX
Thank you,
***
Orbitz Customer Relations

Dear ***, The Revdex.com has shared your recent correspondence pertaining to you being denied boarding on the return portion of your ticket due to your full name not appearing on the ticket. On behalf of Orbitz, I apologize for this disappointing experience, and I appreciate the
opportunity to review your account and respond to your concernsPlease know that the full name of each passenger is listed in the security information; however, it is not required that the middle name be issued on all tickets. There are limitations on the number of characters that can be added to the name on a ticket, and it does depend on each persons’ flight and passport information***, we certainly apologize for the problems you encountered with your return flight. Due to the issues you encountered, we will process a full refund in the amount of $1,USD back to your *** card ending in ***. Please allow to business days for the refund to process. However, we are unable to grant your request for a refund of the return portion of the original ticket reserved***, 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 youSincerely, *** *** Orbitz Customer Relations Tell us why here

July 28, 2017 Revdex.comAlaska, Oregon & Western Washington Complaint Department Re: *** Case: ***Dear Revdex.com,Thank you for taking the time to contact *** ***regarding an issue from our customerWe appreciate the Revdex.com allowing us to address
the comments and concerns which have been brought to our attention*** ***is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Our records reflect that on April 14, 2016, Mrs*** booked an *** Vacation Package which included round trip flights from New York, New York to Punta Cana, Dominican Republic and a four-night stay at the *** Princess All Suites Resort Spa & Casino from July 27, 2017, through July 31, We understand from Mrs***’s complaint that her flights were affected by an airline schedule change*** Airways changed the flights and the alternative flights that were offered did not work for Mrs*** and her familyAs a result, she canceled the packageAlthough the hotel portion was refunded right away; she has yet to receive a refund for the airfareWe have reviewed our records and confirmed that on August 9, 2016, we processed the refund on Mrs***’s behalf for the airfare portion of the packageRegrettably, we do not have the ability to check refund status as the flights were canceled, and would be refunded, directly by the airlinePlease note that *** 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 providers*** Airways was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itineraryWe hope you understand that we must adhere to the policies dictated by the airlineAs *** Airways was the merchant of record, they are also the party to approve any appropriate refundsMost airlines request up to two billing cycles for a refund to postRegrettably, *** Airways canceled many of its international routes last yearAs a third party intermediary, *** cannot control the flight schedules or refund money that was collected by *** Airways directlyIf the refund has not been issued by now, we encourage Mrs*** to contact *** Airways directly, or to initiate a charge back with her bank or credit card supplier for the charge by *** Airways.Again, 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

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,
*** ***P.SAll I wanted was a refund minutes after booking this trip and they tried to over charge me almost $1,I should not have been on the phone from March 7th at 10:until March 8th at 12:Almost 1/hours on the phone and so called supervisors later , This is unacceptable and I would never do business with this company again or any of their sister companies

Orbitz SUCKS They are a bunch of Liars

October 16,
Revdex.com
Orbitz.com - Alaska, Oregon & Western Washington
Complaint Department
Re: Orbitz Case #: ***
*
Dear Revdex.com,
Thank you for taking the time to contact Orbitz, Incregarding 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, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Orbitz, Incis responding to the consumer complaint from *** * *** (Revdex.com case number *** regarding a flight refund request
Our records reflect on August 17, the customer accessed Orbitz.com and self-booked package itinerary # *** for a round trip flight with *** Airlines departing Dallas, TX on September 21, returning September 25, 2017, a hotel stay at *** *** Rittenhouse Square, Philadelphia, PA and an auto rental for corresponding dates.
The customer’s complaint is in regards to *** Airlines cancelling the flight he was scheduled to take.
From time to time and for a variety of reasons, airlines issue schedule changes. We understand that these changes can be inconvenient, time consuming and not customer friendlyHowever, Orbitz serves only as a third party booking intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providersOrbitz does not own or operate any travel related services and the vendors who utilize our site to offer their travel products are independent contractors. Orbitz has no control over when, or how often, airline initiated schedule changes occurWe cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies
Only the airlines can make changes to flightsThese changes are not related to the type of ticket purchased or the company it was purchased fromAirlines rarely tell Orbitz why they make a change and we are often not notified in time to advise the customer. For this reason, our site advises the customer to check the airline website prior to their flights to ensure there have been no schedule changes they need to be aware of
Orbitz regrets the inconvenience this matter caused, however, *** Airlines, a low cost carrier, requires that they service their own reservations. Orbitz, per *** requirement, must direct the customer to contact *** for any changes or concerns about their flights. *** as the merchant of record and the party that bills the customer’s credit card, makes any determination regarding refunds and they process all refunds for their ticketsThe customer must interact with *** for a refund. *** Airlines complaint process can be accessed at https://customersupport.spirit.com/hc/en-us/requests/new and the customer can fill out a form asking for compensation for the cancelled flight. *** will review the complaint and contact the customer.
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,
*** ***
Tier Corporate Customer Service

Orbitz would not allow me to cancel my hotel reservation and stole my moneyWill never use again and will let others know the same