Orbitz

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,
*** ***

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