Orbitz

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

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,
*** ***