Orbitz

Dear Mr*** The Revdex.com has shared with us your correspondence regarding your recent experience with OrbitzIt is my understanding you state you were unaware that the credit from your cancelled flight to Boston, Orbitz record locator ***
had an expiration dateI appreciate the opportunity to review your account and respond to you On behalf of Orbitz, I would like to apologize for any frustration this has caused you Please know per the fare rules placed on your ticket by *** Airlines, which were provided to you during the booking process on the Orbitz site and again when you canceled the reservation via the website, the credit you received when cancelling the flight was only valid one year from the original booking date, January 16, With a goal of being fair with all customers, airlines have developed uniform guidelines in applying their tariffs and fare restrictions, and there are generally no exceptions granted to these guidelines. As a travel agency, Orbitz is required to apply the applicable airline fare rules when rebooking a ticket using a credit from a canceled tripUnfortunately, as a distributor of tickets for the airline, we do not have authorization to extend the validity date of a credit from a canceled flight Nevertheless, we do value you as a customer; therefore, we would like to offer you a future travel voucher for the amount of your ticket, $285.20, to be used on your next Orbitz.com bookingOur voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needs Here are the instructions for the future travel voucher: When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at ***. Please reference case number and my letter offering the $voucher in your request. Orbitz will then issue a credit to the card used for the new booking. This offer is valid for one year from the date of this letter, until July 5, Mr*** we wish our response could be more favorableWe appreciate your business and look forward to serving you in the future with your travel needsSincerely, *** *** Orbitz Customer Relations Chicago, IL

March 10, Revdex.com Chicago and Norther Illinois Complaint DepartmentRE: 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 case number ***) regarding a customer service experienceWe understand *** * *** is requesting a refund.Our records show *** * *** or a person authorized for her account, reserved an Economy 2/4Door Car for three days with Economy Rent a Car with pick up on February 20, The reservation booked was “Pay Now” with the rental car agencyThe rental car agency charged the customers card at the time or reserving, and the terms of their agreement included: No cancellation or changes are allowed for this rental.Our customer contacted us after piadvising the car received didn’t have a USB port, and that a car with a USB port had been specifically requested at the counter when picking upWe were advised, after receiving the car the issue had been addressed the vendor, who only offered that the cigarette lighter could be used if an adaptor was obtained or purchased. Our agent reached out to the vendor to advocate for our customerThe vendor advised that the matter had been addressed prior to taking the car, and the customer chose to take the carThe response from the vendor hadn’t been satisfactory to our customer, and escalation to a supervisor was requested.The availability of specific adaptors in a car is a special requestThe availability of special requests should be confirmed prior to reservingIn some cases, only some car vendors may be able to fulfill the requests, and they may have requirements, such as reserving specific car types.Orbitz.com is a third-party website that offers travel items for sale from our vendorsThe policies and pricing for those items comes from the vendors wo sell themOrbitz is unable to set or modify vendors policies or pricing, or provide refunds on their behalf.Towards the end of the call with our customer the line did disconnect multiple timesIn reviewing the calls, we found the assisting agents were professional and empathetic, and called the customer back multiple times to ensure her call was transferred to a supervisor, and that she could voice her requests and commentsIn the first attempt to transfer the customer to a supervisor the call disconnectedThe customer received a call back from both the agent that was transferring the call, and the supervisor receiving the callDuring that time the customer was transferred to a second supervisor, where the call disconnected againBoth supervisors continued to contact the customer multiple times until the customer ended the calls with each.Each of the agent, and the two supervisors work in busy call centersAt times it was possible to hear other conversation in the background and laughterWe want our customer to know this was in no way pertaining to her call, and that our goal was to advocate for her with the vendor regarding her concerns. We regret that our customer had this perception at a time when we were already trying to assist her with a communication matter with the vendorA coupon has been added to the customer’s account for up to $off the base price of a prepaid hotel or hotel package purchased in the account within the next monthsTerms and conditions for the coupon are viewable in the account.We 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,*** ***Corporate Customer Service

on 12/17/2015, I booked my reservation on orbitz.comafter 30mins, I found another wedsite that is having the same hotel but cheaper price, I then file a low price guarantee claimtoday 12/21/2015, I still not even get any response , they suppose to email me in hoursi have made my call to customer service timeand they dont seem to be able to help and stated they do not have access to low price guaranteetheir low price guatantee is a joke

February 5, Revdex.com Chicago and Norther Illinois Complaint DepartmentRE: Orbitz Case ***Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from *** ***We regret to hear she didn’t accept our response*** is responding to the consumer complaint (Revdex.com case number ***).We have reviewed the rebuttal and found that no new information has been providedThe original complaint from *** *** stated, “On January I was contacted by one of your representative about a schedule change.” We found that to be the casePrior to that, we contacted the airline and received options for alternative flights on the same date of travel that we may offer our customerIn speaking with *** ***, she didn’t initially accept the options provided by the airline and requested a flight departing the date priorWe followed up with the airline again advocating for her request, and we contacted our customer once we received the final response from the airline. We understand that the process it took to re-accommodate her flights was longer than expected and regret any inconvenience this causedAny delay in response with Ms*** was due to awaiting final response from the airlineAs these changes are issued by the airline Orbitz does not regularly compensate for any airline initiated schedule change related issuesThe $refund and $coupon provided were done as a courtesy as we understand the inconvenience schedule changes cause.Thank you for allowing us to address this matter furtherAs this matter has been resolved and no additional information has been provided, we respectfully request the Revdex.com close this caseSincerely,*** ***Corporate Customer Service

Dear Ms***,
The Revdex.com has advised us of your complaint regarding a recent
airline ticket purchase on our websiteMy understanding is that you purchased
two tickets on our website, one for *** *** and one for *** *** *** ***
The booking was
made on August 6, by one of our agents in the contact center
When you review the information a few weeks later, you realized there was an error
with the spelling on the namesYou contacted Orbitz and spoke with a supervisor
named ***, who first said they would be unable to make a correctionHe did say,
however, that he would put a note in the booking and send the information to the
airlineHe also said that an investigation was needed and that it would take a few days
to investigateOn September 26, 2015, *** called you back to advise that after the
investigation, it was discovered that there was an agent error made, and that he would
have to create dummy file, and charge your card again, but that the money would be
refundedYou questioned him because you wanted to make sure you were going to get
a refundHe assured you that you would receive a refundOn October 12th, you contacted
Orbitz because the funds had not been returned to your credit cardAgent *** said that
She would have to look into it and give you a call back, but you did not receive a return phone
CallYou contacted Orbitz again on October 13th and spoke with *** againAt that time, he
Told you that you would not receive a refund because it was not an agent error, but an error
on your partYou asked to speak with a supervisor at that point, and after talking to them,
were offered $to "meet you halfway"You were also advised that when *** advised
you of the refund, that he misspoke since he did not have the results of the investigation
They repeated again that the claim was denied
On behalf of Orbitz, I apologize for the inconvenienceIn review of this booking, I show that
we have conducted a further investigation and issued a refund to you in the amount
of $on October 16, Please be assured that we appreciate your business
Thank you for reaching out to us in this matterWe hope to have an opportunity to serve
your travel needs in the future
Sincerely,
*** ***
Orbitz Customer Relations

Initial Business Response /* (1000, 5, 2014/10/21) */
Dear ***
The Revdex.com has shared with us your correspondence regarding your recent Orbitz experienceI understand you would like remove your email addresses from our email distribution listI appreciate the
opportunity to review your account, and respond to you
Please know, I've updated your accounts, and you are now unsubscribed from our marketing and promotion emails to your email addresses, ***@gmail.com and ***@nwacs.orgAs we pull mailing lists in advance, it may take up to days for your email addresses to be fully purged from all our listsWe apologize in advance for any inconvenience
Thank for your interest in Orbitz.comWe hope that when your plans call for travel in the future, you will think of us at Orbitz
Kind regards,
***
Orbitz Customer Relations
Chicago, IL

Dear Mr***The
Revdex.com has shared your recent correspondence with the
dissatisfaction during your stray at The Resort at Governor's Crossing. I appreciate this opportunity to respond to
your concerns.At
Orbitz, we offer a broad range of hotels and resorts for all
different customer
typesDue to the large number of hotels offered on the Orbitz website, we are
unable to visit each hotel. So, to help
our customers make the best decision for their vacation, we now include
customer feedback and ratings relating on their experience at hotel properties
shown on our website. This information
is included in the “Reviews from our users” section shown during the hotel
selection process. This valuable
information may be used in helping you to determine your choice of hotelThese
ratings are unbiased and are in no way meant to indicate an endorsement by
Orbitz or the hotel property.Please
know that we have contacted the property on several occasions to request a
refund, and our request was unfortunately denied. Also upon your request you requested the property
to call you back, which you go on to say you have not received a foll
call. We certainly regret your
disappointment in our services, but we have made every effort to refund your
stay; however, we are unable to grant your refund request for the nights that
were utilized. As a travel agency,
Orbitz needs to abide by the hotel’s policies, and we have been charged in full
for your booking. Mr
*** we certainly understand your concerns, as a gesture of our sincerity,
Orbitz would like to offer you loyalty points in your accountThese are
available for you to use immediately toward a prepaid qualifying hotel booking.Thank
you for your feedback, and I hope that you do choose to place a review on your
hotel experience. We appreciate your
business, and we hope you will provide us with a future opportunity to fully
restore your confidence in our products and services.Sincerely,Luisa ***Orbitz
Customer RelationsChicago,
IL

Initial Business Response /* (1000, 5, 2014/11/12) */
Hi Mrs.***
Thank you for contacting Orbitz via the Revdex.comWe appreciate the opportunity to review and respond to your concern
I understand that you found the *** to be unacceptable due to hotel
renovations in October Therefore you stayed at an alternative hotel and requested refund from OrbitzHowever, to date you've not been provided any refund or credit
Mrs.*** on behalf of Orbitz I sincerely apologize for this unfortunate situationAs you've been previously advised the *** failed to authorize any refund - stating that the reservation was non-refundable; no matter the reason for cancellationPlease know that our representatives have been advocating for your refund since your first contactRegrettably, we've been unsuccessful
However, regardless of the lack of consideration from ***, Orbitz honors our commitment to mutual customersTherefore, as a one-time courtesy we've authorized direct refund of $155.73USD to card ending Typically our credits process within business daysPlease do let me know if your credit does not appear
Mrs.*** thank you for bringing this matter to our attentionWe appreciate your patience while this issue was investigated and apologize for any inconveniencePlease be assured Orbitz values your business and we sincerely hope for future opportunity to serve your travel needs
Kind Regards,
***
Orbitz Customer Relations
Chicago, IL

Dear Ms***, The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you furtherIt is my understanding that you are upset to find that your credit from a canceled trip has already expiredI appreciate the opportunity to review your account, and
respond to your concernsAfter reviewing your reservation under record locator ***; I do show per the terms and conditions placed on the ticket by *** Airlines; you had to rebook and commence travel by March 22, However, I would like to resolve this more to your satisfactionWe value you as a customer, and as a gesture of goodwill, Orbitz has issued you a $USD future travel voucher (this is the amount of your credit minus the $penalty feeThe voucher is to be used toward your next Orbitz.com prepaid bookingWe 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 ***@customercare.orbitz.comPlease reference case number *** and my letter 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 letter, until March 23, Ms***, thank you for allowing me to review this with youYour business is truly appreciated, and we hope to have an opportunity to serve you in the future with your travel planning needsSincerely, *** *** Orbitz Customer Relations Chicago, IL

March 29, Revdex.com Chicago and Norther Illinois Complaint DepartmentRE: 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 case number ***) regarding a hotelWe understand *** *** is requesting a refund.Our records show on February 21, *** ***, or a person authorized for his account, booked a Room, King Bed with Sofa bed for six nights with the *** *** Aurora-Denver Conference Center, checking in on March 2, 2018, and a Compact SUV for six days with Enterprise, for pick up on March 2, 2018, for a total of $1547.95.On March 3, we received a call from *** *** asking if he could have a refund if he checked out earlyWe contacted the hotel and we were advised that unused nights could be refunded after checking out. Our customer called to follow up on the refund, and we contacted the hotelThey advised they would need the key to the room back before they could complete the authorization of the unused nightsWe advised *** *** to return the key to the hotel.We recently followed up with the hotel regarding the refundThey advised they received what they neededThe billing for the checkout was based on the checkout time being at 4:PM on March 3, They charged for the nights of March 2nd and March 3rd, as it was past the checkout time of AMThere was an additional early check out fee of 70% of the night of March 4thThe remaining balance of the reservation was refunded in the amount of $on March 29, The refund timing varies based on the processing time of the credit card company. We 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,*** ***Corporate Customer Service

I ordered flights tickets in December
Couple weeks later this itenerary was cancelled due to airline schedule change
I was given 50$ coupon for inconvinience, that was supposed to be good for year
I tried to order different flight tickets on January 3rd, and found out that my coupon was expired
And that was less then month after the issue date !
I called customer service and after spending about hours on the phone talking to CS and being oh hold,
I was told that there is a problem in the system and coupon cant be reissued now, but if I call back in 1-weeks,
they will give me a 100$ coupon that I can use for flight reservation
Two weeks later I called customer service again, and again after hours on the phone,
and I am told that 100$ coupon can be used only on hotel
I do not need it for hotelI do not need hotel at all I need 100$ coupon for a flight !
I already lost a whole month because of their system problems and run-around with all representatives
The ticket prices gone up by 300$ ! And now they telling that I cant use 100$ coupon for a flight reservation??
Really ?
I am not even mentioning that all customer service reps are in india and can barely speak english
Well orbitz, I hope you get what you deserve and people will stop buying from you

Initial Business Response /* (1000, 13, 2015/05/12) */
Dear***
The Revdex.com has shared your recent correspondence with Orbitz Customer Relations regarding a $charge on your credit cardI appreciate the opportunity to review your account and respond to your
concerns
Please know, on the book and review page, we advise you of the total price you are being charged does include all taxes and feesThere is a link by the total price called taxes and fees includedIf you select this link, you will be advised of the following: Taxes and fees Display of fares, taxes and fees - Advertising: Fares shown in off-site and on-site advertisements include the service fee described below that may apply
Flight Cost Summary: On the Flight Cost Summary page and all subsequent pages leading to a booking, all mandatory taxes, charges (including fuel surcharges), service fees, and government and airport authority fees are either included in the fare or itemized separately to provide a total trip cost
Orbitz fees - Service Fee: Most airline tickets purchased on Orbitz.com do not include a service fee, but certain tickets carry a fee ranging from $to $The price quoted includes all taxes and fees, other than airline-specific charges such as baggage and seat assignment fees that vary from airline to airline
Due to the confusion, I have refunded the $service fee to the Master Card ending in *** You should see this post to your account within to business days
***, thank you for allowing me to review this situation with youWe appreciate your business, and we hope to have an opportunity to serve you in the future
Sincerely,
***
Orbitz Customer Relations
Chicago, IL

Complaint: ***
I am rejecting this response because:i already contacted *** airlines regarding the schedule change they madeThe uninformed me it was the responsibility of the travel agency Orbitz to inform me of any changes to flight schedule and rebook my itineraryOrbitz did not do thisThis is an issue with Orbitz and *** Airlines that I shouldn't have affected me. On on top of that I called Orbitz hours before my flight to great this sorted outOrbitz Rep out me on hold for half an hour each by different repsI spent a total of hours on hold with Orbit without any resolution causing me to miss my flightThis is totally unacceptable and Orbitz is at faultI missed important family event because of their screw up and terrible customer serviceThey need to reimburse my for this filesystem flight they booked me on the newer Thur longer routes and extended flight times and loss of vacation day as well
Sincerely,
*** ***

I've been trying all morning to book a round trip flight from Austin to Philadelphia for my family I found a non-stop flight for a decent price so I went for it When it was processing my payment I got an error message saying to try again later Now I have a pending transaction on my card for $and no plane tickets I can not buy tickets now until that pending charge is off my account So thank you for messing up my trip home to visit my parents so they can mean their grand daughter for the first time I wanted to travel there on June and fly back July 10, but now I get to wait 3-business days to get my money back so I can purchase my tickets elsewhere Now the flight will cost more especially for a non-stop, which is what I wanted since we're traveling with a 2-year old and an infant Thanks, Orbitz! You really screwed us!

Complaint: ***
The requested information from Orbita iz:
My account email is ***
** *** *** ***

Complaint: ***
I am rejecting this response because:After reading this paragraph "We are pleased to advise that we will be able to facilitate a refund of the $for the flights that were canceled by the airline due to being duplicateHowever, there are multiple reasons that an airline may cancel flightsWhen a ticket is purchased through Orbitz, and action hasn’t been taken directly with the airline by the customer, the customer should contact Orbitz to verify any refunds that they would like to request within the valid time of requesting a refundThe", I was confusedWhether should I treat their response as agreeing for my refund request? Only if they did agree for that, then I would accpet the responseBut it seems that they didn't finish their words and make their meanings clear enough.Thank you for your time and patience
Sincerely,
Xing ***

Initial Business Response /* (1000, 5, 2015/02/24) */
Dear Ms***
The Revdex.com has shared your recent correspondence pertaining to the dates confirmed on your airline reservations during your booking pathI appreciate the opportunity to review your account and
respond to your concerns
Upon reviewing your account, I do show that you reserved two separate one-way reservationsOne reservation is for you and your daughter traveling to San Antonio under Orbitz locator PBORBXXXXXXXXXXThe other reservation is also a one-way reservation for you only departing San Antonio and returning to Denver under Orbitz locator PBORBXXXXXXXXXX
Ms*** please know that I have thoroughly researched each of these bookings, and our website logs of your booking processBoth reservations were confirmed for the date of *** 2, Our website logs show that this was the date chosen and recapped throughout your booking processI have added a screen shot of the dates showing during your booking
Ms*** I wish that I could offer you a more favorable response, but as a travel agency, Orbitz is required to charge the $airline imposed change fee and any difference in fare if a change is made to a reservationI will be happy to waive the $Orbitz service fee per ticket, but we are not authorized to offer waivers on the airlines' feesPlease know that we do empathize with your situation, but we are unable to change your flights without charging the applicable fees
Sincerely,
*** ***
Orbitz Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/02/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If I clearly made the error I would take ownership of that errorI cannot explain why on the date that I made the reservations the screen showed *** 23rd but I was sent a reservation for May 2ndI have never had a problem making reservations with OrbitzSomething is not right hereSomething clearly went wrong and as a consumer I am paying the price for itMa'am, I do not believe that you are shackled to the rules of businessYou are a human being with compassion and understanding and enough instincts to know that if a customer is adamant that a transaction has gone wrong, then maybe it is time to put rules and money aside and reconsider the situationI love your companyI have saved a lot of money and travel headaches over many years with your company and I don't want to have to leave your company over thisPlease, please take another look at my situationI know what I bookedI know that you do not always have to stick to business rules and regulations because not every situation is black and whitePlease help me with this situation
Final Business Response /* (4000, 9, 2015/02/27) */
Dear Ms***
Thank you for your follresponse, and I appreciate the opportunity to respond to your continued concerns
Please know that we are empathetic to your concernsHowever, I have thoroughly reviewed both reservations and our booking logsUnfortunately, the date of May 2, was chosen and confirmed on each separate booking
Ms*** please understand that as a travel agency, Orbitz does not hold the funds for the tickets reservedAirline tickets are charged to you by the airline directly, and we are not authorized to waive the rules on the reservationIf we had been contacted immediately, we could have courtesy canceled the reservations, but once that time period has passed, we are bound by the airline rules and restrictions
Ms*** we apologize again for your disappointment, but we are unable to waive the airline rules associated with the reservationI wish that I could offer you a more favorable response
Sincerely,
Charlotte ***
Orbitz Customer Relations

I will try to be as objective as possible in this complaintI booked my flight with Orbitz, but it was the worst service I have ever experience in any professional capacityI booked a round trip international flight that I had been scoping for a few weeksOrbitz advertised a price for a flight for over a week that when a purchase was attempted - the associated airline would say cost 60% more than initially advertised
When I called Orbitz to discuss the discrepancy - customer service explained that airlines are often a few minutes ahead on availability and there was nothing they could doThe price was not availableHowever, this price was advertised FOR A WEEKThis is illegal advertising - akin to a bait and switchI spoke with a supervisor in customer service that was unable to provide me with the advertised fare and said she would call me back once she spoke with her managerI was never called back
I called again several days later and spoke with a manager who said that all he could do was put in a technical request to investigate if Orbitz was at fault for the pricing differenceHe took my information and said I would hear back in 3-daysI never heard back
I booked a more expensive and more inconvenient flight as a result of this episode
Orbitz customer service was unhelpful and even dishonestThe website advertised prices
IN FACT: This flight is STILL being advertised incorrectlySee for yourselfLook up the multi-city itinerary 2/BOS-ATL DL at 6:35PM, 2/ATL-SJO DL at 9:45AM, 2/SJO-ATL DL at 2:PM, 2/ATL-BOS DL at 9:PMAdvertised at $535, being sold at $

March 10, Revdex.com *** * *** *** *** *** Complaint Department Re: Orbitz Case #: *** Dear Revdex.com, Thank you for taking the time to contact Orbitz.com regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the
comments and concerns which have been brought to our attentionOrbitz.com is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz.com is responding to the consumer complaint from *** *** (Revdex.com complaint *** regarding a flight itinerary cancellationUpon researching Ms*** complaint, we were unable to find the original itinerary which she claims was cancelled without noticeFurther research on the account for which she provided itinerary numbers shows no contact was ever made to customer support which would be able to assist with this type of issueIn this case we would suggest that the customer either contact customer support with the original itinerary number or provide more information such as email address used to book the reservation, or any case number that was possibly givenWe 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, *** *** Tier Customer Service

Revdex.com
Orbitz- Complaint Department
face="Calibri" size="3">
Dear Revdex.com,
Thank you for taking the time to contact Orbitz regarding an issue from our customerWe 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 case number ***) regarding their reservations
As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe will submit our final reply via the Revdex.com's website
Again, we 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 us
Sincerely,
Tier Customer Service