Orbitz

May 15,
Revdex.com
Orbitz.com - Complaint Department
Re: *** *** ** ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer Rebuttal from our client, Mrs*** ***
We have further researched Ms*** complaint (Revdex.com case number *** regarding a refund due under the Orbitz Travel Protection Plan
Our records show this matter was resolved on May 11, when the customer contacted Orbitz.com and our agent refunded her itinerary in full, as authorized in our previous response. Orbitz now considers this matter to be closed
Again, we thank you for allowing us the opportunity to re-address the issues that were brought to our attentionAs this matter has been resolved, we respectfully request the Revdex.com close this case.
If you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
*** ***
Tier Corporate Customer Service

Initial Business Response /* (1000, 5, 2015/09/23) */
Dear***
The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you furtherIt is my understanding that you requested your reservation be changedHowever, when you arrived at the airport; you
found the exchange had not been processed, so you had to purchase new ticketsI appreciate the opportunity to review your account, and respond to your concernsOn behalf of Orbitz, I sincerely apologize for the disappointing experience, and the inconvenience this has caused
Please know we are currently still reviewing this issueCan you go ahead and provide receipts for the new tickets you purchased?
Thanks,
***
Orbitz Customer Relations
Chicago, IL

Dear Ms***, The Revdex.com has shared your
recent correspondence pertaining to your booking on Turkish Air in regard to
denied boarding due to travel documentsOn behalf of Orbitz, I apologize for
any confusion, and appreciate the opportunity to review your account and
respond
to your concerns.After researching your inquiry based on the
information that you gave us, I was unable to find a reservation for Ronna Rose
Loberiano *** for travel on October to Germany. Can you please verify that you confirmed your
booking on Orbitz.com and provide an Orbitz confirmation number starting with
PBORB or the email address associated with the Orbitz account. If you have more information, please send it
to me, and I would be happy to further research your inquiry. Ms***, if you have another email address
that could have possibly been used or the Orbitz confirmation, please let me
know, and I would be happy to further research your inquiry. Sincerely,Luisa
BadalamentiOrbitz
Customer RelationsChicago,
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

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

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 for taking the time to clear this up*
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
***

Complaint: ***
I am rejecting this response because:I just got off the phone with *** Airlines after being on the phone with them for over an hour (including all of the times I was asked to hold) and was referred back to OrbitzI tried using the directions provided in the last response from Orbitz, however the record locator and itinerary number provided by Orbitz when the reservation was cancelled is not recognized by the website. Yet again the buck has been passedOrbitz - you are the worst travel company I have ever had to deal withI will NEVER use your site again as you have made no effort to assist the customerYou continue to rip people off, pass the buck and give informationI should have booked elsewhere to begin with.
Sincerely,
*** ***

Dear Ms***, Thank you for the follresponseAgain, I do apologize for your continued disservice with OrbitzWe certainly empathize with the inconveniences you encounteredWe acknowledge that we canceled your flight in error, and I sincerely apologize for not meeting the high standards, we have set. Orbitz has already refunded you for the pur*** of the new tickets. Also Orbitz issued a voucher in the amount of $that per your request has been surrendered. Orbitz is not a position to refund any further incidentals. Ms***, we understand this is not the reply you were hoping for, but we are unable to grant your refund request. Thank you again for the opportunity to address your concerns.Sincerely, *** ***Orbitz Customer RelationsChicago, IL

Revdex.com:I appreciate the company's comments indicating that the situation was not uniquely its own faultNevertheless, I would strongly urge Orbitz to review its customer service procedures to ensure that agents are more carefully trained to understand and effectively route customers' concerns.I would note, to that effect, that minutes after my three-hour conversation with Orbits I received an email (1) stating that Orbitz had unsuccessfully tried to contact me via telephone and (2) advising me to contact the airline directlyThat kind of communication frankly adds insult to injury because (1) no incoming calls were ever placed, and Orbits had my correct number on file and (2) I had explained in painstaking detail that it was impossible to contact the airline, an experience shared by the Orbitz agents themselves.Nevertheless, I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI would like to thank the Revdex.com for its efforts to keep companies to account
Sincerely,
*** ***

There really is nothing further to say on the matter. I promise you it was Orbitz who charged our card--not *** Airlines. If I could forward that proof without divulging other priviate information, I would do so. Orbitz clearly doesn't want our business going forward and offers nothing but excuses for not being forthcoming as well as a very small discount on future business from which they would benefit anyway. At this time it is just a matter of my mother and me taking this trip, hoping for the best, and moving forward with other travel agencies we have previously used who worked well for us should future needs arise. No further communication is necessary.
Complaint: ***
I am rejecting this response because:
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 me
Sincerely,
*** ***

Dear Mr***, Thank you for your follresponse, and we appreciate the opportunity to address your continued concernsPlease know that your concerns and your reservation have been thoroughly review, and given every consideration. We do show the calls generated to our Service Center on February 5th & 6th ; however, we are not showing any calls were generated initiated to our office on February 4th. Mr***, as a travel agency, Orbitz does not hold the funds for the tickets reserved. The free cancellation period is a strict hour cancellation policy, and once that time period has passed, the airline imposed fare rules are in place. We regret your continued disappointment in our services, but we are unable to grant your refund request. Thank you again for the opportunity to address your concernsSincerely, *** ***
Orbitz Customer Relations Tell us why here

March 21, Revdex.com
Complaint Department - Orbitz
Re: Orbitz Case #: S-***
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 youOrbitz is responding to the consumer complaint from *** *** (Revdex.com case number ***) regarding flight reservationsWe understand the customer encountered difficulties with an airline initiated schedule change
Upon further research, we are unable to locate an Orbitz account related to *** *** complaintWe respectfully request that *** *** provide us with an email address used to book the reservation and the itinerary numberThe requested information will enable us to appropriately address *** *** concernsIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely,
*** ***
Tier Customer Service

I made an attempt to purchase airline tickets through OrbitzI selected my seats and my computer automatically filled in the namesWhen I added my credit card information and I was ready to accept the terms to complete my purchase it continued to kick me off times and ask me what state I lived in I clicked NY timesI was then informed the price had changed I attempted to reach customer service and was on the phone with different people for over an hour They were not able to resolve my situation and unfortunately I was unable to understand them since they were from another country

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

Initial Business Response /* (1000, 5, 2015/04/07) */
Hi Mrs.***
Thank you for contacting Orbitz via the Revdex.comWe appreciate the opportunity to review your concern and assist
I understand that a refund was requested in due to an airline schedule change
for ***The proposed itinerary was unacceptable and therefore a refund expectedYou contacted Orbitz for assistance in processing your request, were informed that a refund was possible; and have yet to receive refund
Mrs.***, on behalf of Orbitz I sincerely apologize for any misunderstandingWhile our records show you were clearly advised that Orbitz would contact *** on your behalf, that a refund would be requested, and was not guaranteed; it is clear from your emails that a refund was expected regardless of our limitationsPlease know we make every effort to address and resolve customer concerns favorably
In this case, while *** has repeatedly denied any refundWe've continued to escalate your airline issueRegrettably, all Orbitz options have been exhaustedThe airline response to us in this case is final - as you've been advised previously, *** has denied your refund request
Per ***, their records show an exchange was processed by their*** office with the customer's consentThis action places the new ticket and all subsequent service requests strictly within the carrier's direct control*** states that flights were missed and therefore no future value or refund will be permittedRegrettably, as the airline collected payment for airfare, only *** may approve or deny refund regardless of eventWe apologize for any disappointment
Mrs.***, I wish our response could be more favorable and to that end, as you know we took (2) further steps on your behalf
First we contacted *** a final time to ensure that full review of this matter and final airline response is noted properlyUnfortunately while we expected an airline response within business days, the airline has yet to provide any further actionTherefore, as a third party, we must assume that their last determination - refusal of the refund - is final
Unfortunately, Orbitz must provide a window for their escalation team to "check and double check" again, whenever you send request to OrbitzPlease understand, as we've repeatedly advised, Orbitz does not hold your funds, Orbitz is not the party responsible for the airline change, and we are not authorized to override the ***'s decision in such mattersWe apologize for any misunderstanding and hope this limitation now clear
Therefore, as a second final effort to assist you, I'm again providing ***'s contact info below for your recordsIn this way you will be able to make direct inquiry of your funds and their actions in regard to you reservation(s), and requestPlease understand, as a mutual customer and *** holding your funds (this billing info is verifiable by reviewing the credit card statement) you have the right to pursue this matter directly with the airline/merchant denying your request
*** Online:
***
*** via Mail:
***
Mrs.***, thank you for allowing our team to look into this issueWe apologize that more cannot be done to assist youPlease know you have our empathy in this situation and we regret our limitationsPlease be assured Orbitz values our customers and we do hope that *** will be able to resolve your concerns regarding their operation and refund policies
Kind Regards,
***
Orbitz Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (3000, 7, 2015/04/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told by Orbitz I would get a refund when I spoke with them on November Again I was told by Orbitz customers service on January that I would receive the refund at the end of JanuaryI don't have word to express how unbelievable it is that Orbitz takes zero responsibility for repeatedly assuring me *** would refund my credit cardBy the time Orbitz told me the refund was denied it was to late to put a claim with my credit card company against the charge placed by ***!
Final Business Response /* (4000, 17, 2015/06/01) */
Mrs.***,
We must respectfully disagree with your expectation that a refund would be guaranteedOrbitz does not hold the funds paid for original airfareOrbitz did not make the exchange to your ticket, which is requested for refundOrbitz Service provided only that we would escalate your refund request to the airline, as a courtesyWe have advised that refund would not be possible without approval from the airline; and *** has denied refund
Regrettably, while we do empathize with you, Orbitz is not the entity determining whether a refund would be possibleOnly the airline, *** may approve or deny refund/release of funds they hold for travelAs we've advised, Orbitz will not provide refund in lieu ***; and Orbitz has exhausted our avenues to advocate on your behalfAs previously advised, any further consideration of your refund request must be granted by *** directlyWe apologize that further assistance from Orbitz is not possible
Sincerely,
***
Orbitz Customer Relations
Chicago,IL
Final Consumer Response /* (4200, 19, 2015/06/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would have no problem with your response if I would've received it on my first call in November 17, instead I was told that I would receive a refund and it would take days approximately, again in January I was told I would get a refundIt was not until February that I was told that the airline had denied the refund and that I needed to contact *** directly way to late to resolve anything with them directly and too late to put a claim with my credit cardI have never gotten an explanation why I was told that I would get a refund by customer service representatives at Orbitz in November and January and why I did not get a response like I am getting now that there was no guarantee and that it was up to *** not up to orbits to provide a refund And why I did not get that response in November but months later in February that the refund was denied ???

Dear ***, Thank you for the quick responseAgain, I do apologize for your continued disservice with OrbitzWe certainly empathize with the inconveniences you encounteredHowever, we have explained the process of the pending chargesThe designated travel voucher was meant to emphasize our commitment to you, for your circumstance, and we hope that you will accept our offer in the spirit in which it is intendedWe appreciate your business, and we hope you will provide us with a future opportunity to restore your confidence in our products and servicesSincerely, *** *** Orbitz Customer Relations Chicago, IL

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 concerns
My 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

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