Orbitz

Orbitz is a scamI was booking a car for MexicoThey offered a $11/day collision insurance (which is a lot cheaper than going through the car rental companies)I was just about to book it, but I decided to read the Terms & Conditions, just below where I would accept the insuranceThe very first line under Insurance reads: INSURANCE COVERAGES PURCHASED ON THIRD PARTY WEBSITES ARE NOT ACCEPTED IN MEXICO
Orbitz is a 3rd party website !!! Their insurance is not accepted in Mexico !!!
They don't careThey still offer it to youAnd if you are one of the 99.9% of people who don't read the Terms & Conditions, you think you just got a good deal on insurance, when in reality, you just gave them $11/day for ABSOLUTELY NOTHINGI called them to ask them about it, and they told me that the insurance is optional and they have a disclaimer about Mexico, so they aren't doing anything wrongSCAMMERS !!!!!!

Dear Ms*** The Revdex.com has shared your recent correspondence pertaining to your Orbitz confirmation number PBORB2663938294. I have reviewed your reservation history to better understand the nature of your concerns. I found that you purchased a round trip ticket
to Pensacola to Denver on December Furthermore, you did not use your outbound flight and when you checkfor your return flight it had been cancelledPlease understand that when you purchase a ticket, the segments need to be used in date order, if the segments are not used in sequence, the airlines will cancel the entire booking. This what the airlines call a “no show." This would be the same policy if you purchased your tickets with an agency or with the airlines directly. In your case because you did not use your outbound segments, American Airlines automatically canceled your return flight. As a travel agency, Orbitz is required to follow all airline rules and restrictionsFurthermore, because you “no show," Orbitz or American Airlines, the websites are not setup to send messages when the customer does not voluntary chefor their flight. I apologize for any inconvenience this may have caused. On your behalf, I have contacted American Airlines. The American Airlines agent advised, that American Airlines can change the status of your ticket in order for you to reuse your funds for future travel. However, American Airlines charges a $fee to change your ticket status and allow you to reuse your ticket. Also, once you are ready to use the funds, American Airlines will charge a $change fee and plus any fare difference for your new bookingAs a onetime gesture, Orbitz will waive the $service fee when you have your ticket reissuedI do understand that mistakes do happen and please understand that I am empathic to your concernsHowever, as a travel agency, Orbitz does have to follow the airline’s policies and restrictions, otherwise Orbitz would be fined by the airlineMs*** should you wish to have the ticket status change, please let me know, and I will use your account to charge American Airlines $imposed fee to change your ticket status in order for you to reuse the funds. Sincerely, Luisa *** Orbitz Customer Relations Chicago, IL

Initial Business Response /* (1000, 5, 2015/08/21) */
Dear Mr***
Thank you for contacting Orbitz via the Revdex.comWe do hope to have an opportunity to review your reservation and respond to your concernHowever, the information provided *** is not
associated with a Orbitz member Account; and the name is not unique within our global system
If you'd please provide the Orbitz Confirmation#, which begins PBORB and the Orbitz Member email associated with the reservation/account, we'll be able to investigate this matter and address the issue
Thank you for sharing your concernWe look forward to receiving your information
Kindly,
***
Orbitz Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (3000, 7, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My other contact information for them to contact me with is ***@gmail.com and our confirmation# is PBORB-XXX-XXX-XXXXI am still in disbelief that they did this to himIt was common courtesy for him to book two seats since he's a larger guy who has diabetes, so he needs the roomI still can't believe they took not only his extra seat away, but BOTH seats and re-sold it to him for a $up-chargeExtortion is what it is! Abuse and advantage of a senior citizen whose got medical issues
Final Business Response /* (4000, 9, 2015/08/24) */
Dear Mr***
Thank you for providing the Orbitz Confirmation informationUpon review of the information provided, Orbitz Confirmation# PBORBXXXXXXXXXX, I found that this *** Airlines roundtrip ticket #XXXXXXXXXXXXX was booked on August 18, by an Orbitz Sales representative; and confirmation email immediately sent upon payment of $1066.30USD to *** Airlines for airfare; and Orbitz Sales fee of $25USD
The Orbitz Member Account is listed under email address ***@GMAIL.COM, and the full trip details appear online within the Member Account as agreed and bookedFurthermore, the ticket for Mr*** *** *** is partially usedAccording to our record, there have been no changes, exchanges, or additional fees collected or imposed for airfare by either Orbitz or *** Airlines for this booking
Upon further review, we found that Orbitz Confirmation# PBORBXXXXXXXXXX was self-booked on July 12, for the exact itineraryThis is *** Airlines ticket# XXXXXXXXXXXXX and the traveler indicated during booking was *** ***The cancellation was made by *** Airlines due to duplicate tickets, # XXXXXXXXXXXXX and XXXXXXXXXXXXX for the same traveler and itineraryMoreover, Orbitz and *** Airlines records indicate that the traveler name for the first booking, originally *** *** ticket #XXXXXXXXXXXXX, was updated to provide travel for Mr*** *** ***; and that this ticket is also partially used
Mr*** while I can appreciate your frustration, these events are not due to an error on the part of OrbitzPlease understand, the records show that the duplicate tickets were result of the customer making multiple self-bookings*** Airlines then took action to cancel the reservationsUnfortunately as you mentioned, any new ticket would be booked at the current airfareHowever, Orbitz is not in a position to provide refund of airline fare differences
Please understand, *** Airlines was charges airfare directlyThis billing information can be verified by reviewing the credit card statementOnly *** Airlines may approve or deny refund in any eventTherefore, Orbitz Service advised, *** Airlines will be contacted regarding any possible refund once the ticketed travel has been completedPlease be assured, while an airline refund is not guaranteed, Orbitz is happy to provide any possible assistance by advocating on Mr***'s behalf
Thank you for sharing this concernPlease do let me know if you have any further questionsOrbitz values your business and we do hope to be of service in this matter
Kind Regards,
***
Orbitz Customer Relations
Chicago, IL
Final Consumer Response /* (4200, 11, 2015/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I've made numerous calls to both Orbitz and *** airlines, both of whom keep passing *** buckOrbitz claims that they did nothing wrong, and *** claims that they reached out to Orbitz and that Orbitz did NOT follow protocol for their cancellationOrbitz has taken advantage of a senior citizen and they're completely fine with thatIf this is how they do business, which they obviously do, I'm done with them and will make sure to take my business travel to another airline as well as any future vacationsIt's not worth the heartache in dealing with a multi-million dollar company who doesn't understand its customers

October 6,
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 refund and exchange issues.
Our records show on August 31, 2017, Mr*** self-booked an Orbitz.com hotel reservation via booking number *** with a chedate of September 14, in the amount of $We understand from Mr*** complaint, he called to cancel the reservation due to weather issues at the hotel’s location and was advised by agent that a refund or points would be given after canceling the reservationThe customer also stated after several weeks, no refund or compensation has been providedMr*** is requesting compensation as promised at the time when reservation was canceled
We do regret any inconvenience Mr*** has encountered in the past when trying to resolve this matterOrbitz has placed $Orbucks into the customer’s accountAs compensation has been provided and the issue has been resolved to Mr***’s desired outcome, Orbitz considers this matter closed
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

It has been days and several hours spent on Orbitz' website and customer service line and I am still unable to cancel hotels bookings which are fully cancellable by a certain dateOrbitz website won't take my itinerary numbers because their agent explains, Orbitz is merging with ***The agent promised to call back this morning but not surprisingly has notWhat a terrible business model this is--never again!

August 7, Case ***
*** *** Revdex.com Chicago & NIllinois Complaint Department Re: *** *** *** Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from *** ***We regret to hear Mrs*** did not accept our responseIt is never our intent to mislead or to cause inconvenience to our customers and we are sorry Mrs*** feels we have done soAgain, 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

March 15, Revdex.com *** *** * *** *** Complaint Department RE: Orbitz Case *** Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from *** ***Orbitz is responding to the consumer complaint from *** *** (Revdex.com ID number *** regarding two flight reservationsAs stated previously *** is requesting the customer please provide either the itinerary number, or the copy from the email confirmation from the original booking that is sent to the customer upon bookingThe customer may submit the information through the complaint submission on the Revdex.com websiteThis information will enable us to access the account which contains the reservation the customer is referring toFurthermore, the customer may contact Orbitz by phone and discuss the issue with an agent for immediate assistanceIf the original reservation was not booked through Orbitz we will be unable to assist and must request the complaint be closedWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, *** *** Tier Customer Service

Complaint: ***
I am rejecting this response because:
copied from my notes taken during my extensive time on the phone:
06/18/2016***? Unknown name*** transferred to corporate deptafter almost hours on the phoneDisconnected! *** Orbitz Service TeamTransfer to supervisor, ***Calling concern department disconnected again!7:pm ***Transferring me to supervisor*** escalated to corporate manager 8:pmHung up at 12:am on 06/19/(hours, minutes on phone)12:am (after trying *** ***) *** called back transferred to ***min in, call disconnected.Called # againAfter holding for hours I was told that the dept I needed to speak with was closedScheduled callback for tomorrow. hours total time on the phone06/19/2016 Had to call them because no call back***(supervisor) transfer to ***She said they would honor the $chargeDidnt agree to thatAsked her to confirm with ticketing that they would be able to fix before continuingGot a notice from *** that *** charged $353!!! Refunded that amount after I notified her. Offered $credit for orbitz after I told her I would NEVER Ddo business with them Again and wanted a refund instead, she declined. She said my flights were now correct. Just to be sure, I Checked *** app on Sunday night and realized my FLL flight is set for wrong date!!!Called *** > *** *** said he will call corporate manger and call me back (12:am - hour on phone this call before being told he will hang up and call back)*** was the corporate manager he spoke with (1:am 6/20/2016)Finally Corrected flight (hours before scheduled to fly out!!!)A total of + hours on the phone! Demanded a call from the HEAD of the HIGHEST department in orbitz the following dayNever received a call back. I want to be compensated for my time! hours+ total time of being lied to and placed on hold, disconnected, etcAn entire Saturday and most of Sunday (into the wee hours of the morning both times) spent away from my family, stressing out after being notified less than hours before I was scheduled to fly!
Sincerely,
*** ***

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 concernsOur 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 passenger.Upon 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 request.On 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 you.Sincerely, *** ***Orbitz Customer Relations

Dear Mr*** The Revdex.com has shared your recent correspondence pertaining to the airline imposed schedule changes pertaining to Orbitz confirmation number PBORB9607850234. I apologize for any confusion, and appreciate the opportunity to review your account and respond to
your concernsPlease know that I have reviewed your log. I found that on September 17, you contacted Orbitz Customer Service due to a schedule change on GOL, you requested a new flight on the same day. However, the Customer Service agent advised there no other flights available that day, and that they would waitlist alternate flights and per GOL, the flight should be confirmed two weeks prior to departure. You were also advised of the option to cancel your airline ticket and were informed of the hotel’s cancel policy. At this time, you decided to keep the waitlist and the hotel and check for alternate flights closer to departure dateOn November 3, you contacted Orbitz Customer Service about your schedule change, and asked to be put on a flight as close to the same departure time that you originally. Orbitz Customer Service contacted American Airlines and requested a new flight; however, you were told this was not guaranteed; you agreed to the terms, and Orbitz Customer Service rebooked you on the new flights. Although Orbitz was attempting to process your exchange, your reservation did not fall into the proper queue for attention, and you were made aware at the airport that your new booking had not been processed. At this time, we are unsure how this unfortunate situation occurred. I apologize for any inconvenience this may have causedFurthermore, you are requesting to be refunded for two nights. However, for the evening of November 16, you did cheto the hotel and utilize their services. In taking all things into consideration along with the prolonged replies from Orbitz, we will refund you one night stay in the amount of $to your credit card on file. Please allow to business days to process. As 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 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 [email protected]. 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 December 22, Mr*** we appreciate your business and we hope you will provide us with a future opportunity to serve your with your travel planning needsSincerely, Luisa *** Orbitz Customer Relations Chicago, IL

Dear ***, Thank you again for your follresponse, and I appreciate the opportunity to respond to your continued concernsIt would be the customers’ decision on whether the hotel portion of your travel is booked as a single reservation so that Orbucks could be utilized to receive a discount or to reserve the reservation as a package to receive the package discounted rate. However, if the decision is made to reserve and receive the package discounted rate, we are unable to offer the redemption of your Orbucks towards the package booking. These terms and conditions are the same whether the customer or an agent reserves your packagePricing for all reservations are displayed prior to confirming a booking. In order to confirm the reservation, the price advised and the terms and conditions must be agreed before you can confirm the reservation. The package amount was displayed and agreed to prior to confirming the package, and we are unable to change this rate***, I certainly apologize that we have met an impasse, but we are unable to grant your request to redeem your Orbucks towards the package booking reserved or offer a refund for a fare that was no longer available. Thank you again for the opportunity to address your concernsSincerely, *** *** Orbitz Customer Relations

Initial Business Response /* (1000, 5, 2015/10/07) */
Dear Mr.***
Thank you for contacting Orbitz and for being a loyal Orbitz customerYour email was forwarded to our team; and we appreciate the opportunity to assist youIt is my understanding that you have an unexpected charge from Orbitz
and are requesting a refund
Mr.*** in reviewing Orbitz Confirmation# PBORBXXXXXXXXXX and #PBORBXXXXXXXXXX I found that the total trip cost, as agreed was $321.18USD and $257.93USD respectivelyThis cost included the airfare which was collected by *** Airlines and an Orbitz booking fee of $21.99USDIn the review of our booking records, we do show that the total cost as advised, $321.18USD and $257.93USD were properly advised at the time of booking and accepted
Please understand, reservations made via Orbitz may incur booking fees; and as noted in the "Cost and Billing" details, our fee is included in the total reservation costWe also consider/include our fees whenever reviewing Orbitz Best Price Guarantee submissionsNonetheless, in reviewing your previous reservations, it is understandable that the fee was unexpectedTherefore, in light of your concern, as a one-time courtesy I have processed the refund of the $21.99USD Orbitz booking fee for Orbitz Confirmation# PBORBXXXXXXXXXX and #PBORBXXXXXXXXXX
Mr.*** thank you for reaching outPlease do let me know if you have any further concern or if your credit is not received within business daysPlease be assured Orbitz values your loyalty, and we hope to continue to serve your travel needs
Sincerely,
***
Orbitz Customer Relations
Chicago, IL

I would like to thank Carl from the Reservation Department for his incredible assistance with booking a multi-passenger, multi-origin flightI had normally used *** in the past to book flights, but having no luck and no support from their (and similar) companies, I attempted to use OrbitzI was mostly successful online, but I figured that they may be able to answer a few questions over the phone
Carl booked both flights for me at a better rate than what I found online, and went above-and-beyond in assisting me by calling me back after I had to find a second payment methodHe was very professional, patient, and is definitely representative of what other companies should strive to achieve in their customer support departments
Now, if only there was a method to contact Orbitz directly to thank them rather than having to do it through Revdex.com (but, whatever, still good business info, I guess)
Thanks,
Richard

Initial Business Response /* (1000, 5, 2014/04/07) */
Dear Mr***
The Revdex.com has shared your recent correspondence pertaining to the non-notification of a schedule changeI appreciate the opportunity to review your account and respond to your concerns
From your
complaint, you booked tickets on October 22, for travel on March 29, After the booking was made, the airline, *** initiated a schedule change, which you were not aware ofYou believe this is an error on the part of Orbitz, as you arrived at the airport for the flight originally bookedFurthermore; your perception of Orbitz has become discontented due to the service you have received
Mr*** I do understand your frustration in this matter as you in good faith booked a trip, confirmed all the necessary flight times, only to have changes made to your booking which you did not requestTravel can be a hectic experience, and Orbitz does try to meet the expectations of our customers with current prices along with terms and conditions associated with ticket bookings
Orbitz did receive notifications from the carrier beginning on February 9, 2013; we understand your dissatisfaction; however, carriers reserve the right to change their flight schedules at any time, with or without noticeDuring the booking process, Orbitz presents and customers must agree to the airline fare rules and Ticket Terms and ConditionsThis policy is consistent throughout the airline industry, and the same rules would apply if you had booked the ticket directly from the airline or another travel agency
In cases such as yours, if the date had changed, Orbitz would attempt to contact the customer via phone and email to review and resolveAccording to the email generating system, I cannot verify if the actual email was generated for your particular addressPlease understand that occasional technical issues are inevitable in the e-commerce industry, but Orbitz strives to correct any website problems we may have
I do apologize for the error on the part of Orbitz
Due to the circumstances, along with your loyalty to Orbitz, I will honor your request of the voucher in the amount of $Our voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needs
When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at ***@Orbitz.comPlease reference case number XXXXXXX and my e-mail offering the $future travel 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 e-mail, April 7,
We take our customers' comments very seriously, and I thank you for your honest feedback albeit the result was not what you were expecting
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
Initial Consumer Rebuttal /* (3000, 7, 2014/04/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While I do appreciate the willingness of Orbitz to settle this situation in the amount requested, the actual method of settlement is unacceptable as too cumbersomeIt is not connected with, and should not be tied to, any future travel
I request that Orbitz credits $to my credit card with which I originally paid for this travel (AMEX XXXXXXXXXXXXXXX exp11/16), or issues a check to Dr*** *** *** ***
Regards,
*** ***
Final Business Response /* (4000, 9, 2014/04/15) */
Dear Mr***
Thank you for your reply
Per your request, I will surrender the voucher which was offered on April 7, in the amount of $as a credit to the card ending in ***
This will process today, April 15, Please allow 3-days for the credit to appear on your statement
This, however, is all the compensation which Orbitz will offer
Mr*** thank you for allowing me to assist you in this matterAgain, I do apologize for the error and your continued frustration
Sincerely,
***
Orbitz Customer Relations
Final Consumer Response /* (2000, 11, 2014/04/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Dear ***, The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you furtherIt is
my understanding that you “Courtesy canceled” your reservation, but you have not received your refundI appreciate the opportunity to review your account, and respond to your concernsAfter reviewing your account, I do see the canceled reservation under itinerary *** that was scheduled for travel on March 25, This ticket was canceled and voided on February 20, Please keep in mind that your ticket was canceled within a 24-hour period, so you may only see a pending authorization of the ticket priceYou may want to verify with your bank or credit card as to when they will release the funds and make them available to youIf you show a charge on your credit card from *** Airlines, please forward to me, and we will be happy to review further***, thank you for allowing me to review this with youYour business is truly value, and we hope to have an opportunity to serve you in the futureSincerely, *** *** Orbitz Customer Relations Chicago, IL

Complaint: ***
I am rejecting this response because:Hi Revdex.com,Was this a mistake? This seems to be the same response that I rejected yesterdayI don't dispute the fact that Orbitz had made a good faith effort to resolve my complain after Revdex.com's intervention, I was hoping Orbitz could provide an explanation regarding why it requires Revdex.com's intervention to have my case resolved (it had been rejected twice by their customer service representatives)Thank you
Sincerely,
*** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and while the business chooses to make its customers go to great lengths to make Orbitz keep its promises, I do find that this resolution is satisfactory to me
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/08/05) */
Dear Mr.***
The Revdex.com has shared your recent correspondence pertaining to the purchase of an airline ticket on the Orbitz websiteI appreciate the opportunity to review your account and respond to your concernsMy
understanding is that you booked tickets on *** through Orbitz on February 8, While traveling last week, your backpack was taken, and it contained your passport and driver's licenseWhen you contacted Orbitz, the agent advised that you have a credit on *** until February, You stated that after October of this year, *** would no longer be flying from your local airportYou are requesting a refund due to the fact you would not have an opportunity to use the residual ticket credit before February,
On behalf of Orbitz, I apologize for any inconvenienceI have contacted *** on your behalf, and they have authorized a refund in this situationI have sent the tickets to our Refunds Team for processingThe refund will go back to the original form of payment, the Mastercard ending in ***Please allow at least business days for the refund to appear on your account
Mr.*** thank you for reaching out to us in this matter, we appreciate your business and look
forward to serving your travel needs in the future
Sincerely,
***
Orbitz Customer Relations
Initial Consumer Rebuttal /* (2000, 7, 2015/08/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
***
We thank you very much for working with us in the unique situationWe look forward to using Orbitz again in the future

Dear Mr***,
Thank you for your follresponse, and I appreciate the opportunity to address your continued concerns We certainly regret your continued disappointment, but we are unable to speak to the rates that are showing on ***’s we**ite directly.&n**p; This would be an issue that would need to be reviewed and addressed by *** directly.&n**p; We can only advise that for the most up to date rates and available for hotel properties offered by Orbitz, please visit our we**ite directly at www.Orbitz.com Mr***, thank you again for the opportunity to address your concerns Sincerely,
*** ***
Orbitz Customer Relations
Tell us why here

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,
*** ***