Orbitz

Complaint: ***
I am rejecting this response because: A consumer (me) has no control over when the hotel that I BOOK IN ADVANCE chooses to delay placing the charge for the cost of the room until that actual time. I feel that Orbitz has purposely worded their offer this way, knowing full well that the charges will never be prepaid because that is not part of their procedures when booking is done through Orbitz. I had previously attempted to use the $credit once before and got the same run-aroundTherefore I contacted Orbitz customer service, spoke to a live person, explained the situation and inquired whether or not I could submit the request after the fact. I was assured that this would be fine. Obviously that will not be the case and at this point I am too frustrated to go any further. Rest assured I will never utilize Orbitz again and I will be certain that my friends, family and anyone who will listen will hear about the inexcusable experience I had, and the inexcusable way I was treated after the factI appreciate your attempt to help and hope that this is recorded somewhere so that other travelers will be forewarned.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:I understand that some third party travel agencies might have a delay in updating their prices and can only offer customers the price that the direct flight companies offer, however, this is not the case for OrbitzI attempted to book over flights on their website, and every single flight increased the cost of the flight after putting in my payment information and attempting to check outWhen I called customer service (before getting hung up on every time I called) they gave me the same script as Orbitz's original response to my complaint and the manager stated that "our prices are updated and verified directly with each airline and updated to be accurate on our website every minutes to an hourSo this error will be updated within the hour, I guarantee it." (direct quote)In fact, I have been monitoring their website every single day for over a week and all of these flights are still listed at the same low price and when I attempt to check out, their website increases the priceOn every single flight I attempt to book, and this has been the case for over a weekSo Orbitz response of "our website takes minutes to an hour to update and have the acetate prices" is a lie because they have been like this for over a weekSo this company is in fact using a Bait and Hook tactic and luring customers in at the attractive low price and then increasing the price at checkout after all payment info has been typed inThis is advertisement and clearly beyond the scope of a website being out of dateThey are intentionally deceiving customersAnd they are doing this on a mass scale: dozens of flights on their website for long periods at a time. If they cannot offer the cheaper flights with the airlines like they are advertising on their website, then I am demanding a store credit or voucher, or else I will continue to push this issue and publicize their unethical and straight up illegal actionsThe only acceptable resolution to this complaint will be for them to stop these actions and make sure the prices they are advertising on their website are actual prices that customers can book a flight forIf they cannot do this then they should not be putting out a priceAnd I would like a store credit or travel voucher to resolve my personal damages from their actions.
Sincerely,
*** ***

Dear Jason,The Revdex.com has shared your correspondence with
Orbitz so that we may assist you furtherIt is my understanding that you were dissatisfied with your
recent stay at the A Victory Inn and Suites - Ann Arbor
The property did not provide the breakfast that was
advertised on the website,
and you encountered unforeseen issues with the propertyI
appreciate the opportunity to review and respond to youOn behalf of Orbitz, I
apologize for the disappointing experience and the frustration this caused you.Hotel
properties or their representative companies provide their own content
information on the Orbitz website, which includes the star rating, location,
amenities, and property descriptionOrbitz relies solely on each hotel to
provide us with accurate descriptions of their propertiesWhen we learn
of situations like this, Orbitz takes immediate action to prevent any
unfavorable experiences for our customersIn this case, I have notified the
appropriate parties, and they are currently in the process of reviewing this
complaintOur hope
is that this valued criticism will allow them the opportunity to make
improvements where necessary and therefore, modify how their property is
presented to the publicWe thank you for bringing this to our attentionThe
other customer service issues you encountered are best addressed with the hotel
directlyOnly the organization responsible for
managing the hotel operations can fully address your concern.Also, at
Orbitz, we offer a broad range of hotels and resorts for all different customer
typesSo, 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 websiteOn your
behalf, we contacted the hotel management team on your behalf and requested a
refundOur refund request was denied, and Orbitz has been charged in full for
your hotel stayUnfortunately, if the hotel will not refund your money to
Orbitz; we are unable to refund youHowever,
as a gesture of goodwill, I do show on November 30, 2015; you were issued a
$future travel voucherI have increased the voucher to $Our voucher
is meant to emphasize our commitment to you, and we remain hopeful you will
continue using Orbitz for your travel planning needsHere are
the instructions for the future travel voucher: When you
make your next booking on Orbitz.com, please forward a copy of the Orbitz
Travel Document e-mail to us at [email protected]
Please reference case number and my letter offering the $future
travel voucher in your requestOrbitz will then issue a credit to the card
used for the new bookingThis offer is valid until November 30, 2016.Jason, thank
you for your valuable feedback, and I hope you
chose to place a review on your hotel experienceWe appreciate your business, and we
hope to have an opportunity to serve you in the future.Sincerely,Jeanna
***Orbitz
Customer RelationsChicago,
IL

Complaint: ***
I am rejecting this response because: they totally ignored the fact that I caught this mistake on both parties [orbitz and hotel] part and inconvenience it causedthe process of booking should be seamless and its not with orbitz as you never know if the hotel got the money or not that you asked orbitz to forward and it always causes inconvenience to the consumerBut whatever this is taking too much of my time and energy and I won't do any further business with orbitz but would LIKE TO WARN OTHER CUSTOMERS THAT THEY WATCH OUT FOR DUPLICATE PAYMENT.
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meHowever I expect to receive the refund and honor such commitment in a acceptable lapse of time othrewise I will look forward to refile the complain
Sincerely,
*** ***

Customer support on phone waiting time is really annoyingThey keep giving wrong waiting time estimatesI last 5-times I spend 1-hours in line and then it got disconnectedThe waiting time they said at the start was 2-mins
I need to urgently cancel/change/book my travel tickets
On top of all this they charge service fee for this kind of service

Dear Mr***, Thank you for your follresponse, and I appreciate the opportunity to address your continued concernsWe certainly regret to hear of your family situation, and your reservation has been thoroughly reviewed, and given every consideration. However, the reservation confirmed was associated with a nonrefundable rate, and we advised prior to confirming the reservation. We contacted the property on your behalf on two occasions, and but your refund request was declined. We do show that this information was properly conveyed by our agentsMr***, I wish that my reply could be more favorable, but we are unable to grant your refund requestThank you again for the opportunity to address your concernsSincerely, *** *** Orbitz Customer Relations Tell us why here

Initial Business Response /* (1000, 5, 2015/09/08) */
Dear Mr***
The Revdex.com has shared with us your correspondence regarding your recent experience with OrbitzIt is my understanding you are requesting a refund for your canceled stay at the*** ***
I appreciate the opportunity to review your account, and respond to your concerns
All cancellation policies are posted on the website based on the rules established by the hotelThroughout the booking process, the website recaps the selections made by the customerPrior to confirming your booking, the website recaps your selection again and alerts you to review your reservation carefully, including the complete cancellation policyThe cancellation policy for your reservation at the*** Inn and Suites*** was stated as follows:
Cancellations or changes made within day prior to 4:PM local hotel time on the day of arrival are subject to a $chargeCancellations or changes made after 4:PM local hotel time on the day of arrival are subject to a 100% chargeWe are sorry but refunds are not available for early check-out
Mr*** at the time you canceled your stay the cancellation policy had already went into effect and the reservation was non-refundablePlease know that we do regret your disappointment; however, we have contacted the property on several occasions and a refund has not been grantedOrbitz has been charged in full for your bookings, and we are unable to offer a refundNevertheless, we have issued you a future travel voucher in the amount of stay, $99, to be used on your next Orbitz.com booking
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 [email protected] reference case number *** and my letter offering the $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 September 8,
I understand this may not have been the answer you were looking for; however, we do appreciate your business and hope you will provide us with a future opportunity to serve you with your travel planning needs
Sincerely,
***
Orbitz Customer Relations
Chicago, IL

Complaint: ***
I am rejecting this response because: When we called Orbitz Customer Service, they refused to help us with this matter and only offered hotels costing hundreds of dollars more Orbitz did not wish to help with this situation and left us without a place to stayOffering more expensive options is a fraud tactic on the part of Orbitz Why would they not offer us a hotel in our price range? And the response to the Revdex.com is only a pro forma responseI do not accept the response of Orbitz as they did nothing to assist in this situation Any potential Orbitz customer shoukd beware before making a booking as Orbitz does not honor their hotel confirmations
Sincerely,
*** *** ***

I booked a vacation package for me and my fiancé and the resort room we stayed at was the wrong oneWe couldn't change it because our orbitz receipt didn't display the correct nameWe would have to pay again for the roomWe paid extra money for a room we never got

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** ***

Complaint:
I am rejecting this response because:Dear Madam, First of all thank you very much for your rapid responseI wish it would have been the case in our previous encounter with Orbitz. Due to the fact the we already paid a $fee for changing the date of the ticket on the 8th of December, when my mother's condition was severe (again, she passed away days following that); when in such a case every other business would automatically offer a date change without any additional charge, I do not think I have to pay again another $for changing the date of the flight. I would accept the offer to use the credit for another flight ticket, for the same person - as of me, and the condition that the flight has to be before the 30th of June, however without paying any additional fees. Thank you for your understanding.
Sincerely,
Sharon ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
Dear Sir or Madam,
the Orbitz response is unacceptableThey ignored the fact that I called them prior to hours expiration of free tickets cancellation and fooled me with the cost of the same airlines tickets for a different day for exchange with much lower feeIt is simply ignorance toward their customers
***

Dear ***, The Revdex.com has shared with us your correspondence regarding your recent experience with OrbitzIt is my understanding you are requesting a refund for your reservation to Boston with Orbitz booking number ***I appreciate the opportunity to review your
account and respond to your concernsOn behalf of Orbitz, I would like to apologize for any frustration this has caused youAfter further research we have confirmed when you contacted Orbitz on February 11, 2016, to inquire about making a changes or cancellation to your flight reservation the agent you spoke with an agent who advised that you would be able to change or cancel your flightUnfortunately, per the fare rules placed on the reservation by Delta Airlines no changes or cancellations were allowed; therefore, the information provided to you by our agent was incorrectPlease know as you were provided incorrect information Orbitz has processed a refund in the amount of $for the reservation, back to the original form of paymentThe amount of time it takes to process a refund depends on how quickly your credit card company takes to process refunds***, we appreciate your business and hope you will continue to use Orbitz in the future for your travel needsSincerely, *** *** Orbitz Customer Relations Chicago, IL

Dear Mr***,
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The Revdex.com has shared your recent correspondence pertaining to usage of your ***. It is my understanding that you contacted Orbitz Customer Service, and the agent was unable to assist you with using your ***. You are requesting compensation of $I appreciate the opportunity to review and respond to your concerns
We have forwarded your letter to the Director of our Customer Service Center for reviewClearly, our representative should have handled your inquiry more appropriatelyOur Director will address this issue with the agent to ensure better service in the future. I apologize for any inconvenience this may have caused
Please know that future travel *** is good for a prepaid Orbitz.com airline, hotel or vacation package booking. After you purchased your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at ***@customercare.orbitz.com. Please include your case number ***. Orbitz will then issue a credit to the card used for the new booking. This information was also provided when the *** was issued on December 28,
Orbitz is not in a position to surrender your ***; however, your *** is good to use until December 28,
Mr***, we hope we have addressed all your concerns, and we hope you will provide us with a future opportunity to fully restore your confidence in our products and services
Sincerely,
*** ***
Orbitz Customer Relations
Chicago, IL

Dear Ms***, The Revdex.com has shared your recent correspondence pertaining to not being notified of the airline imposed schedule changes that occurred on Ms*** flight, and you are requesting compensation due to the inconvenience this has causedI appreciate the
opportunity to review your account and respond to your concernsAt Orbitz, we certainly understand the frustration that an airline imposed schedule change can cause, and we make every effort to notify our customers when a change occurs. Upon reviewing your account, I do show that there were changes made to Ms***’ reservation, and with the final change, the departure time on her return flight was moved from a 11:32A to departing at 11:06A due to the different connecting city now being offeredWe certainly regret that notification for the change was not received; however, the departure time only changed by minutes. It is advised that travelers should be at the airport at least one hour prior to departure. The new departure time would have been displayed on Ms*** boarding pass prior to proceeding to securityMs***, we certainly apologize for any confusion or inconvenience this has caused, but we are unable to offer any further compensation at this time. We do appreciate your business, and hope that we have a future opportunity to serve youSincerely, *** *** Orbitz Customer Relations

Initial Business Response /* (1000, 5, 2015/08/28) */
Dear Mr***
Per our phone conversation today, I have contacted our sales representative at***
to assist in authorizing either a waiver for a refund of the original ticket for *** or an authorization to change the name on
the existing ticketI will also continue to monitor the booking for updates by our Customer Service representatives
Thank you for reaching out to us in this matter, we appreciate your business
Sincerely,
***
Orbitz Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/09/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told by the orbitz customer relations associate that they would assist in authorizing either a waiver for a refund of the original ticket for the party in need of name change or an authorization to change the name on the existing ticketNeither was deliveredInstead another customer service agent*** told me that there was nothing more they could do unless I wanted to cancel my flight and pay 500$ cancellation fee per ticketThat is more than 300$ per letter when all that needed to be done was add an UEL to*** to make***UELSeriously, how is this impossible? The customer's name, date of birth, passport *** and demographic information all would remain the sameThe fact that they are ok with allowing an airline that they work with to charge 1000$ for three letters just to update a current ticket is absurdI also called on Tuesday Sept 1st and was told a reply would be given within hoursOne was not receivedIt took nearly two weeks and over 4hrs of phone time to address this issueDue to the fact that Orbitz is unwilling to stand up to the airlines on my behalf I now will have to include the credit card company in attempt to get my money back, if it is even possible
Final Business Response /* (4000, 9, 2015/09/09) */
Dear Mr***
With regard to the waiver requests through the airline, we made the request initially two weeks ago
Changing a name on an existing ticket unfortunately is not a simple matter.*** Airlines issued the ticket, not Orbitz, and their fare rules apply.*** does not allow name changes, so this further complicates the issueMost airlines, including U.Sdomestic carriers also do not allow name changes
They specify the name must match what appears on the passport
When working with our airline vendors, especially foreign carriers, the response time may be very prolongedIt is not uncommon for it to take several weeks to receive a responseWhen I spoke to you on the phone, my suggestion was to rebook the ticket under the name***, and then we would work with*** to request a waiver for a refund of the original ticketUnfortunately, this process is not instantaneous and may take quite some timeThey did respond to me yesterday and asked for the new
ticket informationWhen I looked at the bookings, however, I noticed that you did create a new booking under the name of ***, but there now appears to be another booking for yourself, along with the new one for himLooking further, I am not showing you canceled the previous booking you hadIt appears that you changed the very first flight on United from San Francisco to Las Vegas to a different flight timeThe original booking for you for the United flight departing at 409pm is still showing confirmed, as well as space on the other flightsIn this case it is now double booked, so in order to prevent your booking being canceled by the airlines, it is necessary for you to cancel the booking that you will not be usingThe original booking is under Orbitz locater ***The new booking is under Orbitz locater*** If you will not be using the original booking under ***, this should be canceled, so as not to hold duplicate spaceFor future, it is best to make changes to an existing booking, rather than create a new booking separately
I am still working with*** to try to secure a refund on the original ticket for ***
Thank you,
***
Orbitz Customer Relations

Dear Ms***, The Revdex.com has shared your recent correspondence pertaining to your refund request due to medial issue. I appreciate this opportunity to
respond to your concernsIt is my understanding that you requested a refund for your three airlines ticket with an Orbitz Customer Agent and your request was denied by the airlines requiring more detailed documents. I apologize for any inconvenience you may have encountered. Today on your behalf, I contacted Jet Airways, and they have authorized your refund requestWe have processed the refund for your three ticketsEach ticket was refunded in the amount of $ 414.40, for a refund total of $1243.20. Please allow to business days for the refund to processMs***, thank you for bringing this matter to our attention. We value your business, and hope you will provide us with a future opportunity to restore your confidence in our products and servicesSincerely, *** *** Orbitz Customer Relations Chicago, IL

Dear MsOsborn, The Revdex.com has shared your recent correspondence pertaining to your recent car booking I have reviewed your reservation history to better understand the nature of your concerns You had a car reservation for with Thrifty and
had requested a Ford Focus, or similar vehicle, for a pick up on December 23, However, when you picked up your car, the Thrifty agent advised that in order to confirm the Ford Focus, there would be an additional cost of $ Furthermore, I found that you paid for the extra fee of $to confirm the Ford Focus On your behalf, I contacted Thrifty and spoke to a Thrifty Customer Service agent The Thrifty Customer Service agent was unfortunately unable to determine what took place at the time of pick up I apologize for any inconvenience you may have experienced Please know that I have reviewed your account, and I found that there is a resolution to your concerns On January 6, at 1142A CST, you were advised by Orbitz that you will receive a refund in the amount of $the additional cost to confirm your vehicle preference Please allow to business days for the refund to process Ms*** thank you for bringing this matter to our attention We value your business, and hope you will provide us with a future opportunity to restore your confidence in our products and services.Sincerely, Luisa Badalamenti Orbitz Customer Relations Chicago, IL