Orbitz

December 2, Revdex.com Orbitz Complaint Department Re: *** 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 youOrbitz is responding to the consumer complaint from *** *** (Revdex.com case number ***) regarding a hotelWe understand Mr*** had an unpleasant experience regarding a recent hotel booked using OrbitzPlease be advised when reservations are booked through our website the information is transferred to the hotel instantly via email, or fax, etc however depending on the hotel’s data base systems the time it takes for the reservation to be received can vary We apologize for any inconvenience this any have caused However taking into account your experience we would like to offer a $Orbitz Travel Coupon that can be redeemed toward the future purchase of an Orbitz Rate Hotel either as a standalone reservation or in a Vacation PackageThe coupon is valid for one year from the date of issue and is immediately accessible within your accountYou will receive a separate email with the associated Terms & ConditionsWe hope you will allow us the opportunity to improve upon your experience in the future 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 usSincerely, *** *** Corporate Customer Service

Dear Ms***, Thank you for your follresponse, and I appreciate the opportunity to address your concernsPlease know that your concerns have been fully reviewed, and both calls and chat requests thoroughly reviewed. Upon reviewing the call on January 27, 2016, Mr*** contacted us stating that his pregnant wife would not be able to travel on your February 3rd flight due to the Zika Virus in Sao Paulo. The caller has access to all of your flight information, including your Orbitz record locator. The agent advised of the fare rules, and that the medical documentation would have to be forwarded regarding the pregnancy, and we can request a refund without the penalty fee from ***. It was advised the medical documentation could be forwarded, and the cancellation agreed toWe were not contacted prior to your departure date advising that the flights had been incorrectly canceled; ticket status is still showing as opened and were not checkfor, and there is not airline information of anyone trying to utilize the ticket at the airportI have reviewed the call on February 27, as well. The caller on this call is a woman, and states her name as *** ***. When the agent asked how he could assist, below is the response received“I am calling in regards to a cancellation I had. I was told it would be days to receive the refund, but that was on January 27th, but I haven’t received it.” The agent advised that we had forwarded the email with a link requesting the medical documentationBelow is the response given to our agent“I definitely got an email of the cancellation, but not a link. I have the cancellation email in front of me.” The agent did ask if you had checked your junk email box to see if it had maybe been routed there. Even if your email is set to allow an email to be received from our email itinerary address, it may not accept all emails from Orbitz because they are not from the same email addresses. This email was forwarded from our Refunds Department, so it will show a different address. It does depend on how strict a customers’ firewall is set on whether all emails from Orbitz will be forwarded directly to their inboxIt was explained to our agent that you have your email system setup to automatically delete junk emails each week. The agent asked you if you were able to provide the medical documentation as requested, and your response was “I suppose I can”. The agent then advised that he would send you the email again with the link so that you could provide your medical documentationOn March 1, 2016, we received a chat from Mr***. Mr*** was requesting a copy of the recorded conversation that occurred on January 27th. Below is the title of the chat“How can I requst a copy of a recorded conversation I had with an Orbitz Representative?” On March 9, 2016, we received another chat from your email address requesting the recorded phone conversation as well. On both chats, it was advised that you would need to contact us directly and speak with a supervisory“How do I request a recording of my phone call with a representative?” Ms***, your concerns have been thoroughly reviewed and given every consideration; however, we are not showing that the booking was canceled in error for the following reasons- Mr*** had your specific flight information during his call that we only provided to your email address directly-We were not contacted after the cancellation has been processed stating it was canceled in error-During the February 24th phone conversation from you directly, the cancellation was acknowledged, and the refund information provided to Mr*** was given to our agent at that time as wellMs***, if you are not pregnant and cannot provide the medical documentation, the cancellation will have to be processed by the airline fare rules associated with your booking. Our Refunds Department is still awaiting your medical documentation, so you will need to contact us directly to proceed by the fare rules if you are unable to provide the documentation. Thank you again for the opportunity to respond to your concernsSincerely, *** *** Orbitz Customer Relations

Dear ***, The Revdex.com has shared with us your correspondence regarding your recent experience with OrbitzIt is my understanding you were unable to take your return flight from Port of Spain to New York and you are requesting a credit for the flight to use in the future
I appreciate the opportunity to review your account and respond to you On behalf of Orbitz, I apologize for any frustration this has caused you After further review of the reservation we do show per the fare rules placed on your reservation by *** Airlines, which you agreed to at the time of booking, changes are not permitted to the reservation, meaning once the itinerary is booked no changes to date or time can be made and the reservation cannot be canceled for a future use creditUnfortunately, as you did not take the return flight and no changes are allowed to the reservation the value of the return flight has been lost ***, as a travel agency, Orbitz is required to apply the applicable airline fare rules when performing a ticket exchange or cancellationAs the fare rules state no changes are allowed Orbitz is not in a position to offer a refund or credit for the return flight Nevertheless, we do value you as a customer; therefore, we would like to offer you a $future travel *** to be used on your next Orbitz.com bookingOur *** 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 ***: 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.com. Please reference case number *** and my letter offering the $*** 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 April 13, ***, we wish our response could be more favorableWe appreciate your business and hope you will continue to use Orbitz in the future for your travel needs Sincerely, *** *** Orbitz Customer Relations Chicago, IL

March 28,
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 customer service issues.
Our records show on December 9, 2016, Ms*** self-booked an Orbitz.com flight, hotel and car package reservation via booking number *** with a commencing travel date of March 23, We understand from the customer’s complaint, she received poor customer service when trying to change the travel dates on her reservationThe customer is requesting for her travel commencing date to be changed to March 24,
Upon researching the customer’s complaint, we can confirm that on March 16, 2017, when Ms*** brought his matter to our attention, her package reservation travel date was changed to March 24, We can also confirm, several refunds were processed due to the insurance purchased by the customer
Orbitz’s goal is to provide an exceptional customer experienceWe regret any inconvenience encountered by Ms*** with our customer service representatives and the comments received have been sent to our higher level of supervisors for review to improve the training of our staff and the quality of service we offer
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 Support

November 16,
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 customer service issues.
Our records show, on October 29, 2017, Mr*** self-booked an Orbitz.com hotel reservation via booking number *** with chedate of October 29, in the amount of $We understand from Mr***’s complaint, due to wrong information provided by customer service the reservation was not accepted by the hotel and is requesting a full refund
Upon researching the Mr***’s complaint, we can confirm no customer service contact documentation was found on the customer’s account related to the hotel reservation
Further research shows, via the actual booking path taken by at the time of booking, Mr*** was provided the hotel’s chetime as 3:00pmWe can also confirm, the reservation was booked as non-refundable and no early chewas available
Orbitz’s acts only as a third party intermediary for hotels and must abide by the cancelation policies set by each vendorBased on the information provided above, we are unable to honor Mr***’s refund request
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

May 09, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Orbitz Case *** Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from Ms*** ***Orbitz, Incis once again responding to the consumer complaint from Ms*** *** regarding a hotel refund requestI’ve personally checked Ms*** account for any possible approvals received from anyone regarding her itinerary, and none are shown on the accountWe have contacted the hotel directly and they have confirmed per Revenue Management and Sales Operations for *** *** *** there was no approval that was provided by management for any refund to the customerOrbitz has reviewed all of the customer’s concerns in an attempt to resolve the case to the customer’s satisfactionWe have once again determined no refund will be provided to Ms*** At this time we have no other option than to ask the Revdex.com to close this caseWe 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
Complaint Department - Orbitz
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

On July 4th I was researching a trip on Orbitz and ***I was doing it both at the same time to review pricesWhen I was ready to buy on *** I accidentally bought on OrbitzI bought my vacation package on *** and then cancelled my vacation package on OrbitzBy cancelling it, I hit the cancel trip button found at the bottom of my itineraryOn July 6th, while monitoring my credit card I noticed a refund was applied for my shuttle bus service from the airport to hotel, but not for the tripI called customer service and was placed on hold many timesThe entire call was almost hours long for them to repeat to me that the cancel trip button doesn't mean cancel tripIt means cancel shuttle busI thought I bought everything as a package and was cancelling my "trip" by hitting the cancel trip buttonThat was not the caseI am now being charged $in flight cancellation feesI booked the exact same trip on ***, who is under the same ownership as OrbitzI am on the exact same flight going to the exact same place at the same timesSo while i'm still on this flight, i'm still paying flight cancellation feesI don't think it's ok to mislead people by labeling buttons on their itinerary as "cancel trip" when they don't actually mean thatThey know there is a very limited time to cancel before fees occur and I feel I was taken advantage of and tricked by being misled and deceivedWhen I look at my Orbitz account, all of my vacations are labeled as "trips"When I see a cancel trip button for something I just booked by accident and hit that button, i'm assuming I just cancelled my "trip", or my entire vacationThey are refusing to refund me the $flight cancellation fees, or even offer me a credit to continue using their site

Dear Ms***,
The Revdex.com has shared with us your
correspondence regarding your recent experience with OrbitzIt is my
understanding you are upset with the service you received when contacting
Orbitz to make a change to your reservationI
appreciate the opportunity to
respond to you
On behalf of Orbitz, I apologize for any frustration this
has caused you
Please know I was unable to find the reservation with the
information with your email address or phone numberCan you please provide me with the
Orbitz booking number, or email address used at the time of booking, so I can
review?
I look forward to hearing back from you
Sincerely,
*** ***
Orbitz Customer Relations
Chicago, IL

Initial Business Response /* (1000, 5, 2015/03/04) */
March 4,
Revdex.com
Case Name: Mr.***
To whom it may concern:
We are in receipt of the complaint initiated by the above-mentioned clientCustomer satisfaction is always our primary concern and
it is a disappointment to learn that we have not met Mr*** expectationsWe appreciate your patience during our review of this matter
Upon receipt of Mr*** complaint, Orbitz Cruises initiated an internal review of his travel folioThe notes in Mrs*** record state that Mr*** called our offices on December 31, to inquire about the promotional items available for his June 22, sailing aboard the Norwegian SunAt that time Mr*** was advised that he had a $onboard credit that was applicable to his booking
On February 25, 2015, Mr*** called in to upgrade his previous cabin choice for his cruiseAt that time the agent advised him that changing cabins could change the amount of his onboard creditWhen speaking with the cruise line the agent was told that before changing the guest's cabin assignment the onboard credit available was $and that if the cabin assignment was changed the $onboard credit would remain in placeThe agent made the change as approved by Mr*** and sent a new confirmation invoice that had the updated information
Upon receiving the updated invoice, Mr*** again called in concerned about the amount of the onboard credit listed on the invoice, $We have since contacted Norwegian Cruise Line and have been advised by them that the current onboard credit applicable to Mr*** booking is $
As a result of our research we agree that Mr*** was advised, albeit incorrectly, that he was to receive a total of $in onboard credits for his upcoming cruiseTherefore we have authorized an in-house payment to Norwegian Cruise Line in the amount of $to bring the total onboard credit that Mr*** will receive for his June 22nd cruise to the originally offered $Please express our sincere apologies to Mr*** for any frustration this series of events may have caused him
On behalf of Orbitz Cruises, we appreciate this opportunity to address our client's concernsIf you have any further questions regarding this reservation, please do not hesitate to contact us
Sincerely,
***
Customer Relations Specialist
Orbitz Cruises

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 vacation package to Miami with Orbitz booking number *** due to a death in your familyI
appreciate the opportunity to review your account and respond to you On behalf of Orbitz, I would like to express my deepest sympathies for the loss of your loved one Please know I have contacted both *** *** *** and the *** ** *** Tampa Downtown and both suppliers have authorized a full refund for each reservation; therefore, a refund in the total amount of $has been processed to the original form of paymentThe amount will reflect on your balance within to business daysMr***, if you have any further questions or concerns, please let me knowWe appreciate your business and hope you will continue to use Orbitz in the future for your travel needsSincerely, *** *** Orbitz Customer Relations Chicago, IL

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,
Jabali ***

Complaint: ***
I am rejecting this response because:This is incorrect, I did NOT decline to be relocated to another hotelThe customer service representative supervisor at Orbitz did attempt to relocate us to another hotel, however the information that was given to us for the hotel was erroneous; the number for for contacting the hotel was as was the name of the agent that the representative allegedly spoken to, this person did not existThis was stated in the statement that I initialed made.
Sincerely,
*** ***

Dear Mr***, Thank you for your follresponse, and I appreciate the opportunity to address your continued concernsPlease know that all of your feedback was reviewed and recognized. We certainly apologize if you feel that our previous response did not address your customer service experiences with our agents. Please be assured that all of this information was reviewed and recognized while researching your case for the refund processedMr***, we apologize again for your disappointing experience. We do appreciate your business, and hope that we have a future opportunity to serve youSincerely, *** *** Orbitz Customer Relations Tell us why here

June 30, Revdex.com Chicago, Illinois Complaint Department 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 attention. Orbitz 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 the reward points. We understand *** *** wants to confirm their account and the rewardsOn June 30, 2017, we received receipt of the Revdex.com complaint Upon further researching, due to a system issue the customer’s orbucks were not reflecting at the time Orbitz can confirm the rewards are now reflecting on the customer’s account and is able to view and book the orbucks rewards for a reservation We apologize for any inconvenience this may have caused and would like to assure the customer’s business is important to us We thank you for allowing us the opportunity to address the issues that were brought to our attention. Sincerely, *** *** Corporate Customer Service

September 20, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Orbitz Case: *** 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 youOur records reflect that on September 5, 2017, Mr*** booked a roundtrip flight for *** *** from Ankara, Turkey to Frankfurt, Germany, departing July 21, 2017, returning on August 6, We understand from Mr*** that he contacted our office to change the flightAccording to Mr*** he agreed to pay the penalty and fare difference, but on the day of travel, the passenger was not allowed to board the flight so he spent two hour on the phone with Orbitz to addressMr*** claimed that a ticket was issued to the passenger but, the ticket was never purchased by OrbitzHe is also requesting compensation for the phone chargesMr*** stated that he was given compensation in the form of a $coupon but, wants a refund of the original flight because the coupon can’t be used for anythingWe attempted to reach Mr*** by phone to address his complaint but, our attempts were unsuccessfulPer our documentation, we spoke to Mr*** on September 5, It was determined that the change that Mr*** requested had not been completedTo address this issue, our representative offered to book a one-way flight and refund any additional costThe ticket was purchased and Orbitz covered the difference of $and issued a $travel coupon for the inconveniencePer our records, this was accepted by the customerThe travel coupon is valid through October 31, and can be used towards the cost a future Orbitz bookingAgain, 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
Thank you, I checked and the refund was processed
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2014/11/20) */
Hi Mr***
Thank you for contacting OrbitzYour inquiry was forwarded to our team for reviewI understand that your bank debited charges in excessive of your agreed payment of $7766.90USD for Orbitz
Confirmation#PBORBXXXXXXXXXXIn review of our billing records, as advised, Orbitz received no payment for this booking; and*** authorized payment only as agreed for airfare in the amount of $7766.90USD
Mr.*** please know all trip costs displayed via Orbitz.com are in U.SDollars (USD): We state "all prices are provided in USD unless otherwise listed" under "Trip Cost" during bookingIn addition, our reminder regarding such fees is stated in our Term's and Condition's, which are agreed at the time of bookingOrbitz is not responsible for fees customers may incur from their financial institutions; and/or due to the customer's choice of payment typeFor your convenience, I've provided the applicable disclosure from your electronic booking session ("Agree and Book", under "Booking Terms and Conditions")
"Orbitz may charge a fee for the service it provides when you book or reserve travel services, or accommodations through the SiteAny such service fee is non-refundableIn addition, you will be responsible for all charges, fees, duties, taxes, and assessment arising out of your use of the Products and Services available from the Site."
Mr.*** I would urge you to check with your bank regarding the "breakdown" of the indicated transactionAs you mentioned the fees you've incurred were "international transaction fees"Such transaction fees are typically imposed by the customer's financial institution; and not within Orbitz controlAs your document shows Orbitz did not collect any payment or fees for your bookingFurther, per our Terms and Conditions, Orbitz is not responsible fees supplier imposed fees, fees collected by customer banks, or fees imposed by third party payment services such as PayPal
I am sorry for any disappointment in this regard and I wish our response could be more favorablePlease do contact me if you have further questionsThank you for sharing your concernOrbitz values your business and we hope to have future opportunity to serve your travel needs
Sincerely,
***
Orbitz Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (3000, 7, 2014/11/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I also booked other business class tickets to India through Orbitz one via*** Airways in October, and another via*** Airlines in DecemberThese two were routed to the USA offices of the respective airlines and thus I did not incur any bank transaction fees
The $charge for PBORB-XXX-XXX-XXXX transaction was because the Orbitz site routed the transaction to Germany*** instead of the USA officeDue to this it became an international transaction, and an international clearing house assessed the intltransaction feesThis happened because Orbitz routed the payment option to Germany***
Since I booked the ticket via the Orbitz USA web site, it is the responsibility of Orbitz to bear these additional costs as the final price was specified as $7766.90USDNo mention of additional costs near the Continue or the final Submit buttons
I appreciate your cooperation in processing a full refundThank you
***
XXX-XXX-XXXX
***@hotmail.com
Final Business Response /* (4000, 9, 2014/11/25) */
Mr***
Orbitz terms and conditions, which are accepted at the time of booking clearly state that we are not responsible for exchange fees, assessments, conversion fees, taxes, etc incurred due to the use of our siteFurther you selected a non-U.Scarrier for booking - it is not Orbitz but the carrier that determines how to process the payment which is charged directly by the airline to the customerWe sincerely apologize but no refund or credit from Orbitz will be provided in this matter
Thank you for providing an opportunity to fully review and consider your concern
Sincerely,
***
Orbitz Customer Relations
Chicago, IL

Complaint: ***
I am rejecting this response because: I wa YELLED AT by an orbitz mamagerThey screwed up and refuse to take fault
Sincerely,***
***

Initial Business Response /* (1000, 5, 2015/07/29) */
Dear Mr***
The Revdex.com has shared your recent correspondence pertaining to cancellation of a hotel booking through the Orbitz websiteI appreciate the opportunity to review your account and respond to your concernsMy
understanding is that you canceled a booking you had made for the Holiday Inn
Panama City Beach hotelYour chedate was July 24, 2015, and the cancellation was done on July 22, You mentioned that the original confirmation displayed a cancel policy of 6pm on day of arrival, however you received an email on July 22nd that stated if cancellation was done before 6pm on day of arrival, there would be a penalty charge of $Clearly this information was contradictory and I apologize for the confusionAlso, let me apologize for the customer service issues you experienced when calling our contact centerOur goal is to provide excellent service and create a smooth travel experienceI regret that you did not find this to be the case with your recent booking
Mr*** please be assured that we appreciate your businessSince the information was presented to you incorrectly, I am going to process a refund to you for $This will go back to the original form
of payment, the Visa card ending in***Please allow 7-business days for the refund to appear on your accountI have also escalated this issue to our Hotel team for follow up, and to ensure that the
information presented during the booking process is consistent with any email notifications you may receive prior to arrival
Thank you for reaching out to us in this matterWe hope that you will give us a future opportunity to restore your confidence in our products and services
Sincerely,
***
Orbitz Customer Relations
Initial Consumer Rebuttal /* (2000, 7, 2015/07/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes, I accept their response of immediately recognizing that their policy of taking consumers money for cancellation is obviously an attempt to defraud consumers of their rightful refund
However, let it be known they are purposely taking advantage of consumers with their automatic refund policy of snagging the first day and believe the Revdex.com should look into their website practices, especially since they are being held to an A+ rating, and that they are accredited with the Revdex.comThe ONLY reason I did not get taken for $is because I had to waste close to hours getting this resolve and go as far as complaining with the Revdex.comBUYERS BEWARE that Orbitz on-line refund platform is designed to automatically TAKE the 1st night refundI will confirm the refund or be back in touch through the Revdex.comThank You