Orbitz

Dear ***, The Revdex.com has shared your recent correspondence pertaining to the terms and conditions on what type of bookings are eligible to redeem your Orbucks towards. I appreciate the opportunity to review your account and respond to your concernsAt Orbitz, we do offer
our Orbitz Rewards program so that customers can Orbucks on many different booking options via our website. However, Orbucks can only be redeemed towards prepaid hotel bookings reserved via our website. Orbucks can be earned while booking a flight or package including flights, but they can only be redeemed towards a qualifying prepaid hotel bookingI have provided the terms and conditions below for your reviewRedeeming Orbucks Orbucks earned on a hotel booking may be used towards any Redeemable Hotel bookingOrbucks earned on a flight or flight-inclusive package booking may be used towards any Redeemable Hotel booking with a chedate (a) hours after you booked the flight or flight-inclusive package on which the Orbucks were earned, or (b) on the departure date of the flight or flight-inclusive package booking, whichever is earlierIf you attempt to use Orbucks on a Redeemable Hotel booking that does not meet the foregoing conditions, You may not be able to apply some or all of Your Orbucks to that Redeemable Hotel booking Redeemable Hotels are designated in hotel search results by an "Orbucks applied” message for that hotelWhen booking a Redeemable Hotel, You will have the option to use all Your Orbucks to pay for part or all of the booking (if Your Orbucks balance is greater than amount due)If You choose to use Your Orbucks, we will subtract the amount of the Orbucks you are redeeming from the total amount due for Your booking If You choose not to use Your Orbucks, they will remain in Your account for future use, subject to any expiration Orbucks with the earliest expiration date will be redeemed first***, we certainly regret any disappointment, but we are only able to offer Orbuck redemptions towards a qualifying hotel only booking. We do appreciate your business, and hope that we have a future opportunity to serve youSincerely, *** *** Orbitz Customer Relations

Complaint: ***
I am rejecting this response because:
Once again Orbitz has done NOTHING to PROVE that they sent me an emailI DID NOT RECEIVE AN EMAIL FROM THEMThis is the core of the complaintThey also did not address my issue with their policy: if there is a flight change there should be a phone callTo say that I have the fault because I did not check hours prior to the flight is ridiculousI paid for a flight that was *** Airlines at pmThat is what I paid forIf that could not be completed that is a big dealTo even send an email (which they did not) and nothing more is simply not sufficient.
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
Please let Orbitz know that I have been their loyal customer for a long time, and expect that Orbitz can find a permanent solution to fix this kind of Error and Omissions on their booking system
Sincerely,
Edward ***

August 4, Revdex.com Chicago & NIllinois Complaint Department Re: Orbitz Case: *** Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from Mrand Mrs***As a third party intermediary, Orbitz cannot control the flight schedules or refund money that was collected by *** Airways directlyIf the refund has not been issued by now, we encourage Mrs*** to contact *** Airways directly, or to initiate a chargeback with her bank or credit card supplier for the charge by *** AirwaysAgain, 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

I am getting really sick of Orbitz et al advertising their "deals"There are no deals"Starting at $395" for a flight ABQ to ORD is not a dealEveryone else has the same prices including the airlines themselvesSeems to me like this borders on advertising

Dear Ms*** The Revdex.com has shared with us your correspondence
regarding your recent experience with OrbitzIt is my understanding when
booking your reservation to Cancun you state the agent that assisted in booking
the reservation booked you at the wrong Fiesta Americana
property, which was
not all-inclusiveI appreciate the opportunity to review your account and respond
to youOn behalf of Orbitz, I would like to apologize for any
inconvenience and frustration this caused youPlease know I am currently reviewing your situation and I
will contact you as soon as I have any further informationIf you have any
questions before that time, please let me knowSincerely, Shalon ***Orbitz Customer Relations Chicago, IL

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
iam rejecting the response because I was not responsible for the cancellation of this reservationI have now contacted every possible way to receive my money back or receiving the service for what I am obligated to pay forIt is despicable for a business to be fully aware that a consumer is paying $in full when they are being forced to not receive the service. I contacted orbitz seconds after the incorrect reservation was madeIt was done by mistake and both orbitz and the hotel are aware of such error and yet are enforcing the consumer to pay in full for a service that they are not allowed to receiveI will do everything on my power to be treated fairlyI have contacted my credit card company, Revdex.com and the news about how abusive this is to me and how u fair this situation has been for months. I demand the refund or the reinstatement of something I’ve paid in full for or I will continue to pursue. I have been a loyal customer for orbitz for over a decade and I have never been more abused and taken advantage of before by any companyI will expose you and your company on behaviors like thisI will also email your CEO as your company is publicI will not give up on my rights as a consumerI will not give you $for absolutely nothingThat’s an acceptable way to rob someone because you are using a policy to defend a crimeI will never be okay with thisI want a full refund, or I will place this matter in front of a fair judge and the newsI deserve to be treated with more respect and fairness

Dear Mr*** Thank you for your follresponse, and I appreciate the opportunity to address your continued concerns Please know that certain tickets carry a fee ranging from $to $25.00, per airline ticket, in your case the fee is $21.99, per airline ticketDuring the booking process you accepted the terms and conditions to your booking that included information about the fees. I apologize for any inconvenience this may have caused. Mr*** 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 Relations Chicago, IL

Complaint: ***
I am rejecting this response because:its not a matter of being competitive , if I am using the orbitz app and at the same EXACT time im on their website the prices should be the same yes or no????? secondly no one from orbitz even called me which is just another example of their poor customer service 3rd no where in their response do they talk about the agent who did nothing but lie on the phone 4th I submitted price adjustments for all of my rooms and several got rejected and I was using my 1st booked room bought on the orbitz site and they said I cant use it so I would like a phone call
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2014/02/13) */
Dear Mr***
The Revdex.com has shared your recent correspondence pertaining to the hold times along with general customer service from OrbitzI appreciate the opportunity to review your account and respond to your
concerns
From your complaint, you booked a ticket on February 4, for travel on February 13, Recently, you received notification of cancellation and delays resulting from the current winter stormsYou experienced lengthy hold times along with dropped callsThe time involved was more than what you would normally consider acceptableYou believe that Orbitz should have a better system in place regarding disruptions, as the actual representative was knowledgeable and pleasantFurthermore; your perception of Orbitz has become discontented due to the service you have received
Mr.***, I do understand your concern in this regard; travel can be a hectic experience, and Orbitz does try to meet the expectations of our customers with reliable information along with retailers
Recently, Orbitz has upgraded and introduced a new telecommunication system in the contact centersThe system has proven effective; however, the voice recognition system regarding how the call is routed along with an internal product error has resulted in the dropped call issue which in turn resulted in the system generating erroneous callsThe system has been placed offline to repair the problem
Although we monitor our call volume continuously and do our best to staff accordingly, we find occasionally call volume exceeds our forecast
We certainly do apologize, as we understand time is of great value
According to the bulletin posted by the airline, US Airways, the first flight this morning did cancelThe airline will allow the full refund due to the cancellationOrbitz will process the refund in the amount of $Please allow 7-business days for the completion of the refundNormally, the process is shorter; however, with the current weather conditions since the beginning of the year, many airline's refund groups along with travel agency's refund departments are backlogged
Additionally, Orbitz will refund the service fee in the amount of $6.99, which was charged on February 4, This will process today, February 13, Please allow 3-days for the credit to appear on your statement, as this is an Orbitz credit, not US Airways
Therefore; the full amount of $will be refunded
We take our customers' comments very seriously, and I thank you for your honest feedback albeit the result was not what you were expecting
Mr.***, we apologize for any misunderstanding this might have causedOrbitz hopes to have a future opportunity to serve you with your travel planning needs
Sincerely,
***
Orbitz Customer Relations
Final Consumer Response /* (2000, 7, 2014/02/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your swift replySo long as the refund takes place I have no further issues pertaining to Orbitz

Initial Business Response /* (1000, 5, 2014/11/17) */
Dear Mr***
The Revdex.com has shared your recent correspondence pertaining to the schedule change that Frontier Airlines recently initiated on your trip to San JoseI appreciate the opportunity to review your account
and respond to your concerns
It is my understanding that Frontier has discontinued flights into San Jose, Costa RicaYou were concerned about having to make new arrangements that were more costlyOn behalf of Orbitz, I would like to apologize for this inconvenience
Mr*** please be assured that we understand your concerns; however, as a travel agency, Orbitz is required to follow all airline rules and restrictionsWhen an airline makes a change to your schedule, they do have guidelines on accommodating or refunding a customer due to the changeWhen the most-recent change occurred on November 14th, Orbitz was in communication with you and the airlineThe available options available for adjusting the flights or refunding due to the airline imposed change were givenWhile I recognize your disappointment and regret any inconvenience this may have caused, the airlines reserve the right to change their schedules at any time, with or without noticeDuring the booking process, Orbitz presents and customers must agree to the airline fare rules and Ticket Terms and ConditionsI have copied a portion of the terms below:
Air transportation, whether it is domestic or international (including domestic portions of international journeys), is subject to the individual terms of the transporting air carriers, which are herein incorporated by reference and made part of the contract of carriageTimes shown in timetables or elsewhere are not guaranteed and form no part of this contractCarrier may without notice substitute alternate carriers or aircraft, and may alter or omit stopping places shown on the ticket in case of necessitySchedules are subject to change without notice
Mr*** please understand your schedule change was initiated by Frontier Airlines, and they reserve the right to change their flight schedules at any timeWhile I understand this has caused an inconvenience, Frontier has processed a refund of your original ticketsRegrettably, Orbitz is not in a position to offer additional compensationWe appreciate your businessWe hope that we will have the opportunity to serve your travel needs in the future
Sincerely,
***
Orbitz Customer Relations

May 11,
Revdex.com
Complaint Department - Orbitz
Re: Orbitz Case #: ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from *** ** (Revdex.com complaint #***.) We regret to hear Mr*** did not accept our response and/or resolution offered
Orbitz’s goal is to provide an exceptional customer service experienceOrbitz does not assume or imply that any of our customers is acting in a way to deceive or steal from our companyWe only reinstate the information found in our research and our goal is to make sure all of our customers are aware of the terms and conditions related to any of the services or promotions offered on our website, so that in the **ture, it can avoid any inconvenience or poor service
We do apologize if our previous response was perceived by Mr** as rude or disrespect**lIf in the **ture if the customer encountered a similar issue, Mr** is always welcome to contact our customer support line and request a corporate customer support supervisor so that we can happily resolve any issues as quick as possible
Again, thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any **rther questions or concerns regarding this matter, please feel free to contact us
Sincerely,
*** ***
Corporate Customer Service

At 12/06/I bought my overseas flight ticket from Orbitz.com for an amount of $2,The company was advertising the sale as "Best Price Guarantee" After buying the ticket, I found the same flight with the same airline and time at another website $cheaperI read the companies "Best Price Guarantee" policy and I applied for a claim to redeem the difference for a price matchAll communications with Orbiz customer service are made via e-mail and one time on the phoneThey came with following excuses in order not to pay the amount of $- The screen shot I submitted from the other website which shows cheaper fare is not matching to their policyHowever I had submitted in "PNG" format which was written in their policy When I wanted to send the same screen shot via e-mail, their e-mail bounced back to meBut they received the same screen shot in pdf format via e-mail at my second attempt Also I opened second claim by adding the same screen in JPEG format , which is described as per their policyThe statement for a reason to decline my claim was not true- I got declined again stating the cheaper price I was mentioning is not available when they completed their researchThis statement was not true as it was still available when I received the rejection e-mailI informed them that this statement is not true as well- I called customer service and I was tried to be declined with different reasonsFirst I was told the competitor (***) is not US based company and therefore I cannot get the refundAgain this statement was not true, because Orbitz had approved my best price match claim for my previous flight I did weeks ago from ***The flight destination and airline was again the same- After the above statement is clear, they gave another reason on the phone stating the cancelation policy of *** is not the same with orbitz.comIt should be the same to compare both companies After this so many excuses , I decided to cancel my ticket from Orbitz and buy from the cheaper websiteWhen I was doing the process, I received another e-mail from their customer service stating they approved my $refund claimThis company does not apply Best Price Guarantee to their product as advertised and they cause difficulty to their customer not to pay the differenceIf a customer finds a cheaper booking as per their policy, they are forcing them to fightIn this particularly experience finally they accepted their responsibility to pay the refund amountHowever as a customer it was already late for me since I had canceled my purchaseI am requesting from Revdex.com and other legal authorities to enforce Orbitz to treat their customer fairly so that its rules& policies can be applied properly If the company cannot apply these rules,it should not be allowed to continue " Best Price Guarantee" advertisement program

Initial Business Response /* (1000, 5, 2014/03/13) */
Dear Mr.***
The Revdex.com has shared your recent correspondence pertaining to your request for a refund of Orbitz locator PBORBXXXXXXXXXXI appreciate the opportunity to review your account and respond to your
concerns
At Orbitz, we take many steps to ensure the accuracy of our website, and the information accessed and given by our agentsEach time an agent accesses a customer's record, our system will automatically capture the agents' name, location, the date and time that the account was initially accessed, the time and date when any modifications are made, and the IP addressWe also capture which booking the agent accesses, and the commands made during the session
Mr.*** I have thoroughly reviewed your account, and we do not show that an agent accessed your booking until October 10, We do understand that our contact number was dialed, but we do not show that an agent ever accessed your recordIf the booking had been canceled during the courtesy cancellation period, you would have received a refund of the booking within days after the cancellation, and the reservation would have shown under your canceled trips
Mr.*** I wish that I could offer you a more favorable response, but Orbitz does not hold the funds for the airline ticket reserved, and we are unable to offer a refund of the tickets confirmed
Sincerely,
*** ***
Orbitz Customer Relations
Final Consumer Response /* (3000, 7, 2014/03/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please see reply in attached PDFLack of evidence of an agent accessing my booking is an Orbitz CRM / Systems problem and/or call center employee failureI've provided adequate proof
Final Business Response /* (4000, 9, 2014/03/14) */
Dear Mr.***
Thank you for your follreply, and I appreciate the opportunity to address your continued concerns
Please know that I have thoroughly reviewed your account, and our phone log historyWe do recognize that you dialed our phone number on April 30, 2013; however, our records show that one of our Service Center agents did not access your record on that dateThere was no customer contact generated access to your account until October 10,
Mr.*** your reservation was showing as confirmed in your account, and there was no refund processedWe were not contacted at any time during these months inquiring about not receiving a refund for your tickets, and flight notifications were still being forwardedAs a travel agency, Orbitz does not hold the funds for the tickets reserved, and we are not authorized to offer a refund of the booking
Sincerely,
*** ***
Orbitz Customer Relations
Consumer Response /* (-5, 13, 2014/03/28) */
I ask Orbitz to supply evidence as I haveI request submission of telecom records that show all calls by date, time, and incoming telephone number between 11:45am and 12:05pm PST on April 30th of The call was made to***
This will provide evidence of my call to Orbitz where the refund was requested and approved
I also ask Orbitz to provide records of customer service tool uptime records month by month from January to January These records will demonstrate that not all calls are recorded in CRM systems at Orbitz as the customer service dept has claimed
Consumer Response /* (-5, 14, 2014/03/31) */
I continue to reject Orbitz denial of contact by me for a refund on 30-AprilI ask in reply that Orbitz supplies telecom records at the trunk level from 11:45am to 12:05pm PSFT on 30-April-
The records should show inbound calls to*** which is the number I called to request the refund
I also challenge Orbitz assertion that its CRM system logs all calls successfully from end consumersI ask that Orbitz from uptime statistics for its CRM systems by month for calendar year This will show that the CRM systems are not up 100% of the time and do not capture all consumer calls
Consumer Response /* (3000, 16, 2014/04/07) */
I ask Orbitz to supply evidence as I haveI request submission of telecom records that show all calls by date, time, and incoming telephone number between 11:45am and 12:05pm PST on April 30th of The call was made to***
This will provide evidence of my call to Orbitz where the refund was requested and approved
I also ask Orbitz to provide records of customer service tool uptime records month by month from January to January These records will demonstrate that not all calls are recorded in CRM systems at Orbitz as the customer service dept has claimed
I continue to reject Orbitz denial of contact by me for a refund on 30-AprilI ask in reply that Orbitz supplies telecom records at the trunk level from 11:45am to 12:05pm PSFT on 30-April-
The records should show inbound calls to*** which is the number I called to request the refund
I also challenge Orbitz assertion that its CRM system logs all calls successfully from end consumersI ask that Orbitz from uptime statistics for its CRM systems by month for calendar year This will show that the CRM systems are not up 100% of the time and do not capture all consumer calls
Business Response /* (4000, 18, 2014/04/16) */
Dear Mr.***
Thank you for your follresponse, and I appreciate the opportunity to address your concerns
Please know that the information automatically documented in a record each time it is accessed by an agent is not associated with call recordingsThe information documented in each record includes the time, date, agent name, agent location, agent activity, and their IP addressMy information is also shown in your record even though we have not spoken on the telephone, but I have accessed your account each time to respond to your concernsAs our IP addresses are included in this information, this is not information that I can forward for your review
Mr.*** we certainly regret any confusion, but your reservation has been thoroughly reviewed, and we do not show that an agent ever accessed this reservation to process a cancellationOur systems show that your reservation was not accessed until October 10, 2013, which was the date of your departureI wish that I could offer you a more favorable response, but Orbitz does not hold the funds for the ticket reserved, and we are required to follow all airline rules and restrictions
Sincerely,
***
Orbitz Customer Relations

August 10, 2017Revdex.comChicago & NIllinoisComplaint DepartmentRe: Orbitz Case: ***Dear Revdex.comThank you for forwarding the Revdex.com consumer rebuttal from We regret to hear Mr*** did not accept our responseOn August 10, 2017, our office contacted *** *** Airlines ON Mr*** behalf to reconfirm their policy as it relates to name changesWe asked that they pull up the ticket on their endWe informed the representative that only the last letter of one of the passenger’s first name needed to be changedWe requested authorization to correct the nameRegrettably our request was deniedAgain, 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

Thank you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12589131, and find that this resolution is satisfactory to me
Sincerely,
Misti Jenkins

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is half satisfactory to me but I feel I don't have a choice but to accept the responseEven though I was given multiple givings of wrong information they are still not willing to cancel my flightThe only reprive they want to offer me is to change my flight and provide the change fees for freeThey also state they could not reach me to cancel my flight but that is not accurateCanceling the flight was never an option provided to meThey want me to rebook my flight in which I told them I would have to do research for obvious reason for location and dates and get back to them and I believe that is what she is referring to when she says she could not reach me to cancel my flight
So that sentence in their email is misstated and I would like that to be corrected
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: 1, no solution yetI feel I am treated by Orbitz very unprofessionally.I am fed up with unprofessional customer service from Orbitz, just a few examples:(1) I got an email from Orbitz asking to call them immediately to cancel the flightWhen I called, the representative act like receiving a new call, put me on hold so that they can talk to airlineRight back the square one(2) Orbitz representative promised me that my flight is canceled, and I will receive an emailSo far, hours passes, I have not received any email to confirm the flight cancellationI don't know the status of my flight at all.To the end, Orbitz only sent email to Revdex.com in nice wording, but solving no issue for customer
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***This is the same response from the first time and it is unsatisfactory! I am aware of the policy and I could have copied and paste it myself on hereWhat is upsetting me even more is that you have yet to address the poor customer service and lack of knowledge of a service in which you offerThe fact that is a 3rd party service is of no care to me for the customer should not be the one to have to deal with the issue, that would be between the company and insurance companyYes, I am seeking a full refund because I DO NOT wish to book a flight with your company again! The insurance company is clear of their responsibility on the return portion of the policyPer my contract, it clearly states that Orbitz will absorb the $change fee, so why not just absorb your fee and issue me the refund of my ticketThis is becoming ridiculous! I don’t need any apologies for the lack of competence that you and your people have displayed on this matter, I just want the company to take their lost that they have to take anyway per the policy and give me my refund so I can go about my business and never have to deal with Orbitz again!

November 24,
0in 0in 0pt">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 best price guarantee refund request.
Our records show on November 2, 2016, Ms*** self-booked an Orbitz.com hotel reservation via booking number *** in the amount of $We understand from the customer’s complaint, she found a lower of $and a best price guarantee application was submittedMs*** also stated Orbitz is not complying with the best price guarantee rules and is requesting a refund of the price difference and the $Orbucks to be placed on her account
Orbitz’s goal is to provide an exceptional customer experience, as a one-time courtesy, a credit in the amount of $was processed back to the original form of payment and $Orbucks were placed on the customer’s accountWe do regret any inconvenience she has encountered in resolving this matterAs the issue has been resolved to the customer desired outcome, Orbitz considers this matter closed
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