Orbitz

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

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

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!

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

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

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

Dear Ms*** The Revdex.com has shared with us your recent correspondence regarding your experience with OrbitzIt is my understanding that you are requesting a refund for your stay at the Melia Tropical All Inclusive from September
12-14, I appreciate the opportunity to review your account and respond to youOn behalf of Orbitz, I would like to apologize for any frustration this has caused youPlease know that we do regret your disappointment; however, we have contacted the property on several occasions and a refund has not been grantedUnfortunately, as Orbitz has been charged in full for your bookings, and we are unable to offer a refundNevertheless, we do value you as a customer, and as a gesture of sincerity for your disappointing experience we have added $in Orbucks to your accountThey are valid until January 20, and are available to be used towards your next qualifying prepaid hotel bookingMs*** we appreciate your business and hope you will continue to use Orbitz in the future for your travel needsSincerely, Shalon *** Orbitz Customer Relations Chicago, IL

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, 2015/09/24) */
Dear ***
The Revdex.com has shared your recent correspondence pertaining to your cancelled bookingsI have also found that you posted your concerns on social mediaOn behalf of Orbitz, I apologize for any confusion, and
appreciate the opportunity to review your account and respond to your concerns
I have reviewed your reservation history to better understand the nature of your concernsUpon reviewing your account, our records show you made reservations on our website, using the same nameFurthermore, you feel this was a website error, and your bookings were partially refundedPlease know I have found that each booking was reserved via our website, under the name of* *** that is associated with the email address of - [email protected] has confirmed your reservation history in our website logs, as well as the underlying airline reservation systemWe have found that the name was added correctly, and does not show that there were any website errors during your booking process
You also go on to say that you did not request your tickets to be refundedHowever, our Customer Service agent refunded your tickets per British Airways rules stating because the date of births in the two bookings did not match, and your only option was to have the tickets refundedAs an agency, Orbitz needs to abide by the airline's rulesI do understand that you did not request the refund, but Customer Service was doing all possible to resolve your caseWe regret that the one good ticket was also refunded during the process and apologize for any inconvenience this may have caused
Nevertheless, I see there is a resolution to your caseI found that you contacted Orbitz Customer Service on September 23, and they have issued new tickets for*** and *** *** and that Orbitz Customer Service will refund you the difference of the fare increaseHowever, Orbitz is not the position to offer any compensation for the third booking
We certainly regret your disappointment in our services, but we were making every effort to assist with your requestI look forward to hearing back to you and assist with your booking needs
Sincerely,
***
Orbitz Customer Relations
Chicago, IL

Dear Mr***, The Revdex.com has shared your recent correspondence pertaining to your search for a hotel reservation via ***, and the rates no longer being available.&n**p; On behalf of Orbitz, I apologize for the disappointment this has caused, and appreciate the opportunity
to review your account and respond to your concernsAt Orbitz, we make every effort to ensure that all rates are updated as quickly as possibleAs this issue was continually occurring via *** directly, this is not necessary a problem generated by Orbitz.&n**p; This is an issue that would need to be reviewed by *** directly.&n**p; Please know that our most up to date rates are available via our we**ite directlyMr***, we certainly apologize for any confusion that rates being displayed via *** has caused.&n**p; We do appreciate your business, and hope that we have a future opportunity to serve you.&n**p; Sincerely, *** *** Orbitz Customer Relations Tell us why here

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

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

Dear ***,The Revdex.com has shared your recent correspondence pertaining to your car booking in San Antonio I appreciate this opportunity to respond to your concerns.It is my understanding that you confirmed a car reservation on Orbitz for a car reservation with
*** to for pick up on January However, when you attempted to pick up the car, *** advised you that you did not have a reservation Furthermore, you contacted Orbitz Customer Service to assist with your booking, and the agent advised the booking had been confirmed and even spoke with *** agent, who was unable to locate the bookingAt this time, we are unable to confirm how this unfortunately situation occurred, and I have escalated your concerns to *** for further assistance Also, please understand due to the time frame, Orbitz is unable to confirm a car reservation with such short notice, and you were advised to contact *** directly to confirm your booking I apologize for any inconvenience you may have experienced ***, upon further review, I found that Orbitz issued a voucher in the amount of $for your inconvenience However, today I will change the amount to $65.00, the amount of the car rental ***, Orbitz values your business, and we hope to have an opportunity to serve you in the future with your travel planning needs.Sincerely,*** ***Orbitz Customer RelationsChicago, IL

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 $

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

February 24, 2018Revdex.comOrbitzComplaint 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 *** *** *** *** *** *** regarding a package We understand Mr*** is seeking a refund for for a promotion not being applied to his recent package booked through OrbitzWe researched this matter further and our records show a flight and hotel package reservation was booked via our website on February 24, but Me*** or an authorized user to his Orbitz account, without the assistance of an Orbitz representative.We show Orbitz was contacted regarding a promo “Vacation75” being offered at the site but the customer not being about to find where to apply the codeThe agent documented they advised the customer he did not meet up the amount of $750/3days total as required per the rules of the promotionOnly met the amount of $was met hence the reason the indicator did not automatically appear to apply the code. However taking into account the customer’s experience as a onetime gesture of goodwill we have honored a refund of $to card ending 4389, you should expect to receive your refund within business daysWe apologize for any inconvenienced cause in this matter.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

Initial Business Response /* (1000, 5, 2015/09/28) */
Dear ***
The Revdex.com has shared your recent correspondence pertaining to the Arts Factory Lodge*** not having your room type available upon your arrival, and you were placed in a dormitory room typeOn behalf of
Orbitz, I apologize for your disappointing experience, and appreciate the opportunity to review your account and respond to your concerns
Upon reviewing your account, I do show that one of our Customer Service Supervisors have already contacted the property regarding your concernsThe property has advised that they failed to record the booking, and did not have your room type availableDue to only having dormitory room types available, they did authorize us to refund you in full for your stay due to the inconvenienceThe refund in the amount of $has been processed to the card used to confirm your booking, and the $in Orbucks redeemed has also been refunded
*** we certainly understand the inconvenience this has caused, and as a gesture of our sincerity, I have added $in Orbucks to your account for future useThese can be viewed by logging into your Orbitz account and clicking on the "My Orbucks Activity" tabThey are valid until September 27,
*** we apologize again for this disappointing experienceWe do appreciate your business, and hope that we have a future opportunity to serve you
Sincerely,
***
Orbitz Customer Relations

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 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 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