Orbitz

April 7, Revdex.com Chicago and Norther Illinois Complaint DepartmentRE: 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 case number ***) regarding a hotelWe understand *** ** *** is requesting a refund.Our records show that on September 21, *** ** ***, or a person authorized for her account, reserved through the Orbitz mobile site for a pay later hotel reservation for a Room, King Bed, Jetted Tub, View for one night with the Marriott Niagara Falls *** Hotel & SpaThe hotel and rate selected by the customer was reservation which was to be billed directly by the hotel, with the hotel’s room rate and estimated taxes showing as C$306.04.The hotels cancelation and change policy, which was provided at the time of booking advised:Cancellations or changes made after 12:AM local hotel time, Thursday, September 28, or no-shows are subject to a hotel fee equal to 100% of the total amount paid for the reservation.Our notes indicate that we received a call on February 13, requesting a refund of the reservationWe contacted the hotel to advocate for our customerThey advised that they charged an amount of C$291.42, and that no refund would be offered.We were advised by the caller that they previously called on October 1, 2017, that a call was made to the hotel, the hotel had agreed not to charge the amount due, and they did receive a charge on their credit card from the hotel. We did not have a record of the previous callHowever, regarding the billing, the hotel was billing the charges and was the correct entity to call regarding requests or inquiries on billing, not OrbitzOrbitz would be unable to reimburse charges based on any misadvise that may or may not have been provided by the hotel, or for charges and fees charged for the reservation booked. As of October 1, 2017, the reservation would not have had the option to cancel, as it would have already been in progress; and, had the customer been requesting to have a room for October 2, 2017, for the charges that had already been processed for the stay booked for October 1, 2018, or was requesting a refund, calls should have been directed to the hotel. 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 usSincerely,*** ***Corporate Customer Service

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,
*** ***

Initial Business Response /* (1000, 5, 2015/06/08) */
Dear Ms***
The Revdex.com has shared your recent correspondence pertaining to your disappointment with our handling of the airline imposed schedule change that occurred on your flightOn behalf of Orbitz, I apologize for the
inconvenience you have encountered, and appreciate the opportunity to review your account and respond to your concerns
At Orbitz, we certainly understand the frustration that an airline imposed schedule change can cause; however, these changes are made by the airlines directly, and is advised in the airlines "Contract of Carriage" that was agreed to at the time of bookingWhen a change occurs, we make every effort to accommodate our customers to their satisfactionWe certainly regret the information provided to you by the British Airlines agent, but schedule changes are not in the control of Orbitz, and as a travel agency, we must abide by the airlines rules when re-accommodating a customer
Ms*** upon reviewing your account, I do show the airline imposed schedule change that occurred on American Airlines flight 5040, which caused the misconnection on your return flightWe certainly apologize if the notification regarding this change was not receivedWhen you contacted our office, we contacted the airline on your behalf for the best flight options available, but there are limits on what the airlines will allow due to these changesWe are unable to grant your compensation request; however, 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 [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 until June 8,
Ms*** thank you for the opportunity to address your concernsWe do appreciate your business, and hope that we have a future opportunity to serve you
Sincerely,
Charlotte ***
Orbitz Customer Relations
Initial Consumer Rebuttal /* (2000, 7, 2015/06/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept it because I understand the complications of airlines but think Orbitz still massively dropped the ball in their communication in at least three ways (didn't inform me in the first case, sent me on a wild goose chase that wasted hours of my time in the second case and then provided misinformation about one of our return flights)

Initial Business Response /* (1000, 5, 2015/06/08) */
Dear Ms***
The Revdex.com has shared your recent correspondence pertaining to your disappointment with our handling of the airline imposed schedule change that occurred on your flightOn behalf of Orbitz, I apologize
for the inconvenience you have encountered, and appreciate the opportunity to review your account and respond to your concerns
At Orbitz, we certainly understand the frustration that an airline imposed schedule change can cause; however, these changes are made by the airlines directly, and is advised in the airlines "Contract of Carriage" that was agreed to at the time of bookingWhen a change occurs, we make every effort to accommodate our customers to their satisfactionWe certainly regret the information provided to you by the British Airlines agent, but schedule changes are not in the control of Orbitz, and as a travel agency, we must abide by the airlines rules when re-accommodating a customer
Ms*** upon reviewing your account, I do show the airline imposed schedule change that occurred on American Airlines flight 5040, which caused the misconnection on your return flightWe certainly apologize if the notification regarding this change was not receivedWhen you contacted our office, we contacted the airline on your behalf for the best flight options available, but there are limits on what the airlines will allow due to these changesWe are unable to grant your compensation request; however, 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 [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 until June 8,
Ms*** thank you for the opportunity to address your concernsWe do appreciate your business, and hope that we have a future opportunity to serve you
Sincerely,
Charlotte ***
Orbitz Customer Relations
Initial Consumer Rebuttal /* (2000, 7, 2015/06/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept it because I understand the complications of airlines but think Orbitz still massively dropped the ball in their communication in at least three ways (didn't inform me in the first case, sent me on a wild goose chase that wasted hours of my time in the second case and then provided misinformation about one of our return flights)

May 4,
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 billing issues.
Our records show on April 5, 2017, Mr* ** self-booked two Orbitz.com hotel reservations, itinerary #*** with two rooms and itinerary #*** with one roomWe understand from the customer’s complaint, she booked each reservation using a 15% off promotion but it was not applied correctly to both of the booking and is requesting a price adjustment for the reservations
Upon researching the customer’s complaint, we can confirm on April 8, 2017, when Mr* ** brought this matter to our attention via an email correspondence, the customer was informed a 15% discount was applied to the first two rooms booked within itinerary #***Mr* ** was advised that based on the terms and condition of the promotion, the discount could only be used twice, therefore it was not applied to the third room booking
Orbitz’s goal is to provide an exceptional customer experience, as a one-time courtesy, a refund in the amount of $was processed to the form of payment on file as a 15% discount on itinerary #***Keep in mind, future reservations that Mr* ** books using a promotion must abide by its terms and condition as no compensation would be provided if the rules do not apply to a bookingAs 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

Dear *** The Revdex.com has shared with us your correspondence regarding your recent Orbitz experienceIt is my understanding you are upset with the service you received when contacted Orbitz regarding a name correctionI appreciate the opportunity to review your account and
respond to you On behalf of Orbitz, I would like to apologize for any frustration this has caused you Each airline provides Orbitz with their own set of rules regarding name corrections, including if they are allowed and if they charge a fee for the correctionIn this case, *** Airlines has stated name corrections are not allowed if there is another carrier on the ticketUnfortunately, as *** Airlines was also on the reservation, *** Airlines would not allow Orbitz to process a name correction to your reservation ***, it is the responsibility of the Orbitz member or the person using the account on the member’s behalf to confirm all travel specifications before completing the booking process. Orbitz is explicit in the importance of reconfirming the traveler and itinerary selections. Throughout the booking process and prior to the final selection, the website recaps the selections made by the member. The traveler name is highlighted above the purchase button on the final ‘Review and purchase’ page Please know per the fare rules placed on your ticket by *** Airlines the reservation is non-refundable; therefore, Orbitz is not in a position to process a refund for your reservation. Nevertheless, we do value you as a customer, and as a gesture of sincerity for your disappointing experience we would like to offer you a $future travel *** to be used towards 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 March 5, ***, 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

Initial Business Response /* (1000, 5, 2014/07/14) */
Dear Ms.***
The Revdex.com has shared with us your correspondence regarding your recent experience with OrbitzI understand you would like to cancel your Orbitz.com accountI appreciate the opportunity to respond to
your concerns
On your behalf, I apologize for any frustration this has caused
Please know, per your request, I have canceled your account under e-mail address *** If you wish to have your account reactivated in the future, please call our Customer Service Department at X-XXX-XXX-XXXX
Orbitz hopes to have a future opportunity to serve you with your travel planning needs
Sincerely,
***
Orbitz Customer Relations
Chicago, IL

Dea* ***The RevDex.com has shared your recent correspondence with Orbitz so that we
may assist you furtherIt is my understanding that you booked hotel
reservation, but it was for the incorrect datesI appreciate the opportunity
to review and respond to you.After
reviewing
your account and speaking with you on the phone, please know I have spoken with
the hotel on your behalfUnfortunately, they are unable to change the dates on
the reservation you already haveHowever, if you
book a new reservation for the correct dates; they will allow the old one to be
refundedOnce the new reservation is made, please let me know, and I will get
the old one refundedIt usually takes to business days for the refund to
post to the account.*** thank you
for allowing me to review this with youWe appreciate your business, and we
hope to have an opportunity to serve you in the future.Sincerely,*** ***Orbitz Customer
RelationsChicago, IL

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

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 Ms***,
The Revdex.com has advised us of your complaint regarding a recent
airline ticket purchase on our websiteMy understanding is that you purchased
two tickets on our website, one for *** *** and one for *** *** *** ***
The booking was made on August
6, by one of our agents in the contact center
When you review the information a few weeks later, you realized there was an error
with the spelling on the namesYou contacted Orbitz and spoke with a supervisor
named ***, who first said they would be unable to make a correctionHe did say,
however, that he would put a note in the booking and send the information to the
airlineHe also said that an investigation was needed and that it would take a few days
to investigateOn September 26, 2015, *** called you back to advise that after the
investigation, it was discovered that there was an agent error made, and that he would
have to create dummy file, and charge your card again, but that the money would be
refundedYou questioned him because you wanted to make sure you were going to get
a refundHe assured you that you would receive a refundOn October 12th, you contacted
Orbitz because the funds had not been returned to your credit cardAgent *** said that
She would have to look into it and give you a call back, but you did not receive a return phone
CallYou contacted Orbitz again on October 13th and spoke with *** againAt that time, he
Told you that you would not receive a refund because it was not an agent error, but an error
on your partYou asked to speak with a supervisor at that point, and after talking to them,
were offered $to "meet you halfway"You were also advised that when *** advised
you of the refund, that he misspoke since he did not have the results of the investigation
They repeated again that the claim was denied
On behalf of Orbitz, I apologize for the inconvenienceIn review of this booking, I show that
we have conducted a further investigation and issued a refund to you in the amount
of $on October 16, Please be assured that we appreciate your business
Thank you for reaching out to us in this matterWe hope to have an opportunity to serve
your travel needs in the future
Sincerely,
*** ***
Orbitz Customer Relations

November 19,
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 service refund request.
Our records show on October 19, 2016, Ms*** self-booked an Orbitz.com shuttle reservation via booking number *** in the amount of $We understand from Ms*** complaint, the transport service was not provided by the vendor and is requesting a refund
Upon researching the customer’s complaint, we can confirm on November 15, 2016, when Ms*** brought this matter to our attention via email correspondence, a refund in the amount of $was processed back to the original form of payment
Orbitz’s goal is to provide an exceptional customer experienceWe do regret any inconvenience she encountered in resolving this matterAs refund has been given to the customer and the issue has been resolved to Ms*** 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,
Angel Anderson
Tier Customer Service

Initial Business Response /* (1000, 5, 2015/08/05) */
Dear Mr.***
The Revdex.com has shared your recent correspondence pertaining to the purchase of an airline ticket on the Orbitz websiteI appreciate the opportunity to review your account and respond to your
concernsMy understanding is that you booked tickets on *** through Orbitz on February 8, While traveling last week, your backpack was taken, and it contained your passport and driver's licenseWhen you contacted Orbitz, the agent advised that you have a credit on *** until February, You stated that after October of this year, *** would no longer be flying from your local airportYou are requesting a refund due to the fact you would not have an opportunity to use the residual ticket credit before February,
On behalf of Orbitz, I apologize for any inconvenienceI have contacted *** on your behalf, and they have authorized a refund in this situationI have sent the tickets to our Refunds Team for processingThe refund will go back to the original form of payment, the Mastercard ending in ***Please allow at least business days for the refund to appear on your account
Mr.*** thank you for reaching out to us in this matter, we appreciate your business and look
forward to serving your travel needs in the future
Sincerely,
***
Orbitz Customer Relations
Initial Consumer Rebuttal /* (2000, 7, 2015/08/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
***
We thank you very much for working with us in the unique situationWe look forward to using Orbitz again in the future

February 14,
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 experienceThe customer is requesting further assistance with the canceled hotel reservation
As previously advised, Orbitz’s corporate customer service is unable to access the information needed to further assist Mr*** When the reservation was canceled, the customer was given information via email on which department within Orbitz would be able to provide more information
Orbitz as a company it’s broken down into several departments and some of these departments may have sensitive information that can only be discussed between the customer and that department
Orbitz continues to stand by our original replyCorporate customer service is unable to provide information to Mr*** that is currently unavailable to the department therefore is unable to provide compensation to the customer as requested
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

Complaint: ***
I am rejecting this response because:I don't trust the representative from OrbitzIn the most recent phone call, the representative said Orbitz sent me an email regarding canellationI was in front of PC and I asked the representative why I did not receive the emailHe said in takes hoursThen I asked him to sent multiple timesHe said he didUntil today, after WEEKS, I have not received any confirmation email that air ticket was cancelled. The representative lied to me again over the phone! There is no excuse. Sincerely,*** ***

Revdex.com
Complaint Department - Orbitz
Dear Revdex.com,
Thank you for taking the time to contact Orbitzregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our
attentionOrbitzis 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

Dear ***, The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you furtherIt is my understanding t
"">hat the reservation you booked on our website was supposed to be economy class instead of business classAlso, you were charged additional by *** because your return flight was economy light, instead of economy classicI appreciate the opportunity to review and respond to your concernsOn behalf of Orbitz, we apologize for the disappointing experience and the inconvenience this caused youAt Orbitz, we understand the importance of providing accurate information to our customers regarding their bookingsWe do show during the booking process; it did advise the first two flights were in business classIt also showed on your confirmation page, and you were given a rate of $ USD, and this included the insuranceThis information was also updated on the website under your “My TripsMost airlines do allow Orbitz to offer their customers a “Free Cancellation” if brought to our attention within hours of making the booking for any errors that may have occurredRegarding baggage fees: the information posted on our website regarding baggage fees is the information the airlines send to usTraveling between Munich to Naples; they offer economy light, economy classic, and economy flexThis is how the information is posted on their website as wellYou would need to contact the airlines directly to know what type of fare you bookedOrbitz can only tell you if the class of service is economy, business, or first classI sincerely apologize for the confusionDue to the confusion, Orbitz has issued you a $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 $future travel voucher in your requestOrbitz will then issue a credit to the card used for the new bookingThis offer is valid until February 18, ***, thank you for bringing this to our attentionWe 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

If you cancel a flight within their cancellation conditions...check your credit card statements as the refunds tend not to show up...even weeks later When I called, they confirmed that I had made the cancellation within the specified time and then said it was my problem to deal with my bank with *** I asked for detailed accounting information so that I could follow it up and then they then transferred me to their international department where they asked for my bank's phone number and insisted that I stay on the line while they tried to contact my bank to sort it out I was overseas when I made the call and asked if they could call me back after it was sorted...but they refused Not great customer serviceNot sure if I will use their services again

Initial Business Response /* (1000, 5, 2015/08/03) */
Dear Ms***
The Revdex.com has shared with us your recent correspondence regarding your experience with OrbitzIt is my understanding that you purchased*** Insurance with your reservation and
were disappointed to learn that it did not cover your reason for changing or cancelling your airline ticketsOn behalf of Orbitz, I would like to apologize for any frustration this has caused youI appreciate the opportunity to review your account, and respond to you
Please know,***, the insurance provider for Orbitz Worldwide, provides a number of different travel partners with various insurance plansWhen you booked the travel insurance on Orbitz.com, we provided the following information for your review:
Peace of mind is only a click away with travel insurance from***
Get reimbursed up to 100% if you cancel or interrupt your trip for reasons like covered illness, injury, layoff, and more
Emergency medical/dental, travel and baggage delay coverage
24/award-winning live support (Stevie Awards for Customer Service)
Important Fact: the average out-of-pocket cost of medical emergency transportation outside the U.Scan be as high as $25,000!
Terms, conditions and exclusions apply, learn moreProduct available to residents of all states except: WAPlans underwritten by Jefferson Insurance Company or BCS Insurance Company
When you click on the "learn more" link, you are directed to***'s website, which explains the coverage and covered reasons for compensation in more detail
Please understand we feel the information provided on the website regarding the travel insurance clearly explains that you will only be reimbursed if your reason for cancellation is covered, just as with any insurance
Furthermore, with a goal of being fair with all customers, airlines have developed uniform guidelines in applying their tariffs and fare restrictions, and there are generally no exceptions granted to these guidelinesAs a travel agency, Orbitz is required to apply the applicable airline fare rules when performing a ticket exchangeAs a distributor of tickets for the airline, we do not have authorization to waive change fees or issue refunds for non-refundable ticketsThe rules and fees charged to make a change are the same whether the reservation was booked with Orbitz or with the airline directly
Ms*** thank you for providing us with the opportunity to respond to your concernsWe truly value your business and hope to have a future opportunity to service your travel needs
Sincerely,
***
Orbitz Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (3000, 7, 2015/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will not do business with Orbitz in the future - Orbitz has lost my businessThis travel insurance is a scam and misleads the publicShame on you Orbitz,

I booked two flights through orbitz so I can recieve the orbitz rewards when doing soHowever when reviewing my account I found that only one of my bookings gave me any rewards/creditsI called and asked about this an was told there was nothing they could do to fix the situationSeems like an easy fix but no effort was given at all to try to resolvePoor customer service and dont reccommend using there service when other companies would actually act like they want your buisness