Orbitz

Dear ***, The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you furtherIt is my understanding that you are upset about the amount you were charged for your packageI appreciate the opportunity to review your account and respond to your
concernsOn behalf of Orbitz, I apologize for the disappointing experience and the inconvenience this caused youAfter reviewing your account, I do see your reservation that is confirmed for February 21, Please know you were charged $USD for this packageAny other charges you are seeing are actually soft charges or temporary authorizationsPlease be assured these charges automatically drop off within 3-business days, depending on your bankIf you would like to have the charges removed sooner, please contact our 24/customer service department at *** or 001-3*** for English or 0*** for Spanish, if calling from outside the USSomeone will be glad to contact your bank and request these charged be removedSome banks will honor our request, and other banks will wait for the pending charge to just drop of*, we certainly regret any inconvenience this has causedAs a gesture of our sincerity, Orbitz has issued you a $USD future travel voucher to use on your next Orbitz.com prepaid bookingOur 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 ***@Orbitz.comPlease 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 until January 29, ***, I hope this better explains why the additional charges are showing on your accountWe appreciate your business, and we hope to have an opportunity to serve you in the future with your travel planning needsSincerely, *** *** Orbitz Customer Relations Chicago, IL

April 13,
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 March 21, 2017, Mr*** self-booked an Orbitz.com flight reservation via booking number *** in the amount of $We understand from the customer’s complaint, he found a lower of $and a best price guarantee application was submittedMr*** 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
Upon researching the customer’s complaint, we can confirm on April 4, 2017, when Mr*** brought this matter to our attention, a credit in the amount of $was process back to each original form of payment and a $credit of bonus Orbucks were placed on Mr*** account
Orbitz’s goal is to provide an exceptional customer experienceWe do regret any inconvenience he encountered in resolving this matterAs the issue has been resolved to Mr*** 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

Dear Mr***, The Revdex.com has shared your recent correspondence pertaining to the dates confirmed on your reservation under Orbitz record locator ***I appreciate the opportunity to review your account and respond to your concernsAt Orbitz, we understand the
importance of properly confirming the dates our customers choose during the booking processPlease know we have thoroughly reviewed the history of your booking process, and we do show we properly confirmed the dates chosenThe dates were recapped throughout the booking process, displayed on the confirmation page, updated in your “My Trips," and on the email confirmation that was forwarded to youIf we had been contacted during the courtesy cancellation timeframe, we could have canceled the booking for refundHowever, once this time frame had passed, we were required to charge all airline rules and restrictionsMr***, I understand this is not the response you were hoping for, but we are not showing there was an Orbitz error during your booking processThank you again for giving me the opportunity to address your concernsSincerely, *** *** Orbitz Customer Relations Chicago, IL

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

Initial Business Response /* (1000, 5, 2015/04/08) */
Hi Mrs***
Thank you for contacting Orbitz via the Revdex.comWe appreciate the opportunity to review and respond to your concern
I understand that a change was requested to Orbitz
Confirmation#*** Specifically a room upgrade to an "Ocean View"The change was made at an additional cost of $400.19USDHowever, the "Splash Premium Ocean View" room booked was not located on the "Adult Only" side of the hotelYou've stated this is an Orbitz booking error and requested refund of $400.19USD
Mrs.***, we sincerely regret any dissatisfaction with your trip or our servicesUnfortunately however, this event has been thoroughly reviewedWe must respectfully deny your request for any refund of this reservation
Please allow me to explain the findings of our investigation
Our records show that on November 2, (approximately 1:44PM) Orbitz was contacted via phone for the upgrade requestAt the time of request Orbitz advised at that a "Splash Premium Ocean View" was available, and the cost to change ($and the $Orbitz Fee)At that time the Orbitz fee was refused by the customer and no change was made
Orbitz was contacted shortly after the initial call, still November 2, and the Orbitz fee was questioned again; as a friend had made a cancellation for only $25USDOur representative explained the standard Orbitz fees for Vacation Packages at that time :Cancellations are $25USD/Changes are $50USDAlso Orbitz was asked about the "Splash" room locationAs Orbitz could not guarantee the area/location of the "Splash" rooms , our representative offered to contact the hotel directly
Mrs.***, as you know, Orbitz requested permission to place you on hold so that *** Beach Resort and Spa could be contacted, at that exact moment- prior to payment/confirmation, to verify the room locationUnfortunately, our urgent offer to verify on your behalf was declinedInstead it was stated that this detail had already been checked by the other party; and there was no need for us to check with the hotelTherefore the reservation was completed as advised to the customer - "Splash Premium Ocean View"
We must respectfully disagree that our representative made an errorPlease understand a reservation made at customer request, with acknowledgement that Orbitz was not able to guarantee or verify the room location, is not Orbitz mistakeOur representative took all steps permitted at the time of your demand to ensure satisfaction with the bookingUnfortunately, Orbitz is simply not in a position to provide reimbursement for expenses incurred as a result of inaccurate information from any outside source
Further our records show that Orbitz was not notified of any dissatisfaction with the stay until January 19, 2015; after the trip was completedPlease know, as you've agreed to pay Orbitz in advance for this reservation, we're obligated to pay the hotel for your lodgingRegrettably, no refund would be possible regardless of event - as the room was fully used
Mrs.***, I wish our response could be more favorableAnd I recognize in review of the Orbitz Member Account that the associated charge for the change, $400.19USD was disputed on March 9, 2015; and investigated by the bankAs you've been advised - the charge is valid and payment as agreed expectedOrbitz is not able to honor your request for refund or credit; and the bank has been advised that the charge for the booking, change, and completed stay are considered valid by Orbitz
Thank you for sharing your concernOn behalf of Orbitz, I do apologize for any continued dissatisfactionPlease be assured we value your business and hope that this financial dispute is resolved quickly
Sincerely,
***
Orbitz Customer Relations
Chicago, IL

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

Initial Business Response /* (1000, 5, 2014/05/09) */
Dear Mr***
The Revdex.com has shared your recent correspondence pertaining to the rate increase of the airline tickets chosen during the booking processI appreciate the opportunity to review your account and respond
to your concerns
Please know that Orbitz is dedicated to making every customer experience a great experienceWe do understand that it is frustrating if you see a price on a reservation that you would like to confirm and it becomes unavailableInventory available on Orbitz is also available to other travel agencies, airlines and hotelsThere are millions of customers shopping throughout the day and since airline and hotel rates are based on availability, this can make rates increase very quickly with little or no notice
Please let me explain in more detail how this can occurAs an online travel agency, airlines send Orbitz inventory available for most every flight that they have to offerOur site is updated several times daily with new information receivedOnce a fare or rate is no longer available the website is designed to offer the next available priceIf the next price available was not sent, the website will advise you that this price is no longer available and will not give another option
Mr*** please be assured that Orbitz's goal, as a website, is to be able to offer the lowest prices possible to our customersPlease know that I have forwarded your concerns to our Air Operations Team for review of the flight information given
Mr*** we do regret your disappointment in our services, but we do hope that we have the opportunity to serve you again in the future
Sincerely,
***
Orbitz Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2014/05/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this explanationIf the inventory of flights has changed why is the same flight listed the next day - and is again unavailable when selectedIf Orbitz is not responsible directly then *** Airlines is gaming Orbitz to further their bait-and-switch sales scamAnd I believe that Orbitz colludes with them in this practiceIf they update their data several times a day them why do they continue to list the same unavailable flight in their searches?
Final Business Response /* (4000, 13, 2014/05/20) */
Dear Mr***
Thank you for your follreply, and I appreciate the opportunity to address your continued concerns
We make every effort to keep our website as updated as possible; however, as with any online travel agency, pricing updates are not always immediateAs airline pricing constantly changes, prices are not guaranteed until ticketed
Mr*** *** Airlines would not be able to respond to your concerns via your correspondence to OrbitzNevertheless, as a gesture of our sincerity, Orbitz would like to offer you a $USD future travel voucher on your next prepaid Orbitz.com airline, hotel or vacation package bookingOur voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needs
Here are the instructions for the future travel voucher:
When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at ***@Orbitz.comPlease reference case number XXXXXXX 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 until *** 20,
MrSteel, we appreciate your business, and we hope you will provide us with a future opportunity to serve you with your travel planning needs
Sincerely,
***
Orbitz Customer Relations
Final Consumer Response /* (4200, 11, 2014/05/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like an explanation from *** Airlines detailing how this has occurred in the past and what they are doing to fix the situationAnd they should give me a flight to the US at their low rate

Revdex.com:my email that was used was ***@gmail.com the booking number is: ***but I have rebooked as of march 21,
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

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

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,
*** ***

Initial Business Response /* (1000, 5, 2014/08/11) */
Dear***
The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you furtherI understand you booked a room at the Hilton Garden Inn Sioux Falls Downtown on our websiteWhen you
arrived at the hotel, they did not have a room for youI appreciate the opportunity to review your account, and respond to youOn behalf of Orbitz, I would like to apologize for any frustration this has caused you
Please know when you book a hotel reservation with Orbitz, we send the information to the property, and a confirmation number is sent to us by the hotelAfter further research, we show the Hilton did send us confirmation number *** for your reservation; therefore, we are unsure why they stated they did not have your reservation in their system
However, hotels, just like the airlines, do overbook and on occasion will exceed overbooking ratiosThis process is solely controlled by the individual hotels and or their representative companiesOn occasion, we find these hotels are unsuccessful in closing their inventory allowing customers the ability to still book roomsWhen these situations occur, the hotel is responsible for finding accommodations for the guests they have inconvenienced
Although we understand this does not excuse your experience, Orbitz fully holds the hotel responsibleBy sharing your concerns, we hope the property will take action in better managing their inventory in the future
I show on August 2nd, a refund was processed in the amount of $to the Visa Card ending in ***Also, as a gesture of goodwill, Orbitz has issued you a $USD future travel voucher to use on your next Orbitz.com airline, hotel or vacation package bookingOur 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] 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 August 11,
***, we appreciate your business, and we hope to have a future opportunity to restore your confidence in our service and products
Sincerely,
***
Orbitz Customer Relations
Chicago, IL

Initial Business Response /* (1000, 5, 2014/06/03) */
Dear Mr***
The Revdex.com has shared your recent correspondence pertaining to the schedule change for a current tripI appreciate the opportunity to review your account and respond to your concerns
From your complaint,
tickets were booked on February 13, for Ms.*** and Ms*** *** to depart on June 3, The initial concern was the confirmation number not being received; later, the issue regarding the schedule change notification not being receivedYou believe that Orbitz should have a better notification system in place to avoid the situation which you have been presented withFurthermore; your perception of Orbitz has become discontented due to the service you have received
Mr*** I do understand your frustration in this matter as you in good faith booked a trip, confirmed all the necessary flight times, only to have changes made to your booking which you did not requestTravel can be a hectic experience, and Orbitz does try to meet the expectations of our customers with terms and conditions associated with ticket bookings along with notifications
The booking was made privately, meaning there was no contact with a telesales representative to book the tickets over the phoneFor your reference, I am attaching the email notification schedule which shows the initial confirmation emails sent on February 13,
Orbitz did receive notifications from the carrier beginning on February 23, 2014; the current policy regarding this type of change is to accept the schedule change, on your behalf, reissuing the ticket per the rules of the airlineDue to the thousands of notifications per day, we feel the amount of time to contact every customer via the phone would be counterproductiveTherefore, we rely on the email notifications for customer communication
We understand your dissatisfaction; however, carriers reserve the right to change their flight 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 ConditionsThis policy is consistent throughout the airline industry, and the same rules would apply if you had booked the ticket directly from the airline or another travel agency
In cases such as yours, if the date had changed, Orbitz would attempt to contact the customer via phone and email to review and resolveAccording to the email generating system, I cannot verify if the actual email was generated for your particular addressPlease understand that occasional technical issues are inevitable in the e-commerce industry, but Orbitz strives to correct any website problems we may have
I do apologize for the error on the part of Orbitz
In this case, the airline, Alaska, notified Orbitz on May 31, regarding the Los Angles to Seattle flight change; this is the same date of the call regarding the confirmation number request
Due to the circumstances, along with the excessive hold times, I will surrender the $voucher which was issued on May 31, to the same card ending in This will process today, June 3, Please allow 3-days for the credit to appear on your statement
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

Complaint: ***
I am rejecting this response because:
The business failed to respond to claims that there were omitted hotel policies that were never listed on orbitz.comFor example there is euro fee if the smoke detector that is placed above the stove goes off at allThis kind of shady business is entrapmentOrbitz Tier Customer Service informed me that they refused to cancel the reservation even though they admitted themselves that they did not have a complete listing of possible fees associated with booking the hotelAlso the business claims I didnt request to cancel until the 28thI contacted orbitz within hours on the 25th of November to request a cancellationThey also state I submitted Best Price requests on the 26th that were deniedAfter they refused to refund me I submitted these requests in regards to not only illustrate that policies were omitted but also that the price of the hotel was cheaper almost everywhere elseAll of my claims were accepted as it was the same exact hotelDuring all of this orbitz refused to cancel the reservation I made almost daily phone calls with no success with orbitz customer serviceMy bank sided with me and issued a chargeback in regards but I continued my desire to resolve the issue with orbitz as Ive heard that they will actually pursue collections even if a bank finds them in the wrong (Not sure if thats even legal)I spoke with the hotel manager who informed me that orbitz, even though they claimed that they called the hotel numerous times, simply wanted to make sure there would be no issues/fees on his end for cancelingI explained everything that was going on and they sent me an email that I later forwarded to orbitz giving permisson to cancelI did recieve a refund from orbitz in regards and contacted my bank to remove the chargeback, which they did at my requestEven with that being said I still feel that I had a very unethical and unpleasant experience with orbitz that will result in me not using their services again in the future
Sincerely,
Neil Anderson

Dear
Mr***Thank you for your follresponse, and I
appreciate the opportunity to address your continued concerns.Please know that I found that your voucher number
was redeemed for Orbitz confirmation number PBORBon December
17, 2015. Please allow to days for
refund to process to your account.Thank you again for the opportunity to address your
concerns. We do appreciate your business, and hope we have a future
opportunity to serve you.Sincerely,Luisa ***Orbitz Customer RelationsChicago, IL

Complaint: ***
I am rejecting this response because:multiple operators informed me I could fly anywhere as long as it was on *** LingusThe recorded call tapes should be reviewed as more than people told me this on separate occasionsUnfortunately, if I was misinformed by Orbits employees, that is not my fault
Sincerely,
*** ***

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

Dear ***, The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you furtherIt is my understanding that you “Courtesy canceled” your reservation, but you have not received your refundI appreciate the opportunity to review your account, and respond
to your concernsAfter reviewing your account, I do see the canceled reservation under itinerary *** that was scheduled for travel on March 25, This ticket was canceled and voided on February 20, Please keep in mind that your ticket was canceled within a 24-hour period, so you may only see a pending authorization of the ticket priceYou may want to verify with your bank or credit card as to when they will release the funds and make them available to youIf you show a charge on your credit card from *** Airlines, please forward to me, and we will be happy to review further***, thank you for allowing me to review this with youYour business is truly value, and we hope to have an opportunity to serve you in the futureSincerely, *** *** 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
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 ***

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

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