Orbitz

Complaint: ***
I am rejecting this response because:I believe all calls are recorded and they are able to hear their representative on the phone with me stating that indeed he looked up amd researched and no passport was neededBy purchasing from them they should support and treat their customers with more respectAside from the tickets purchased my husband paid for uber rides back and forth from the airport because tge orbitz rep who I spent over hrs on the phone with told me and guaranteed that he had everyrhing taken care of and my husband would be able to get checked inI also find it very discouraging to hear that the business is not willing to do anything since we went rhrough so much after always buying tickets tgrough themIt is a shame to believe that this is what the company does for their customersI did so research and again so did the orbitz rep who said no passport was needed for infants amd had my husband haul strollers and luggage bavk and forth from home to aiport again after he had already left. I am dissastisfued and will share my negative experience with anyone that wants to hear it. This is not good customer service
Sincerely,
*** ***

December 2,
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 Cindy *** (Revdex.com complaint #*** regarding the refund request.
Our records show on November 6, 2016, Ms*** self-booked an Orbitz.com hotel reservation via booking number *** in the amount of $of that amount $were Orbucks and the rest was paid with a credit cardWe understand from Ms***’s complaint, upon cheat the hotel she was advised no reservation was found and after contacting customer support several times no proper resolution was givenThe customer is requesting a full refund of the amount paid for the reservation and further compensation due to poor service given by the hotel and Orbitz customer support
Upon researching the customer’s complaint, we can confirm on November 21, 2016, a full refund of $was process back to each original form of payment, $I Orbucks went back into her account and $went back to the credit card usedWe can also confirm when Ms*** brought this matter to our attention on November 23, 2016, a $coupon was placed on her account
Orbitz’s goal is to provide an exceptional customer experienceWe do regret any inconvenience she encountered in resolving this matterAs the issue has been resolved to Ms***’s desired outcome with a refund and further compensation given, 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,
*** ***
Orbitz Corporate Customer Service

May 31, 2018Revdex.comOrbitzComplaint DepartmentRe: *** Case #: ***Dear Revdex.com,Thank you for your response We have reviewed the documentation/new information *** *** provided to further address his/her concerns.We regret we could not meet the customer’s needsHowever must hold to our rules and restrictions and we cannot honor a refund as previously advised.Thank you for allowing us to address this matter further As this matter has been resolved and no additional information has been provided, we respectfully request the Revdex.com close this case.Sincerely,*** ***Corporate Customer Service

Dear Ms***, The Revdex.com has shared your recent correspondence pertaining to the cancellation of Orbitz record locator ***, and the service received. It is my understanding that you feel that you did not cancel the booking, but you should receive a full refund
due to the Zika Virus whether you are pregnant or not. I appreciate the opportunity to review your account and respond to your concernsAt Orbitz, we take our customers privacy and security very seriously. With each booking, you are given a specific Orbitz record locator, which is only updated in your password protected Orbitz account, and emailed to your unique email address entered during your booking process. When contacted our Service Center, the automated service requests your private confirmation number prior to being forwarded to an agent on an existing bookingMs***, upon reviewing your account, our records show that you contacted us on January 27, stating that you were pregnant, and since Sao Paulo is an area with the Zika Virus, it was requested that the booking be canceled. The agent canceled the booking, and requested that the medical form be forwarded to your email account so that the medical documentation could be forwardedOur Refund Department emailed you at the email address of ***@hotmail.com on January 27, at 5:39PM Central Time under reference number ***. The requested medical documentation requested was not receivedA follemail was also forwarded on February 24, under reference number ***. On February 24, 2016, we received another call stating you were the callerDuring this call, our agent was advised that you had not yet received the refund on your flight as previously advised when the trip was canceled. Our agent advised that we show that the requested medical documentation had not yet been received as requested. The person stating she was Ms*** advised that she had only received the cancellation email, but not the email with the link to submit the medical documentation. The agent asked if you could check your junk mail, and he was advised that you could not because it is cleaned out weekly. The agent advised that we would resend the email to you so that you could provide the medical documentation, and advised to allow around minutes or so to receive the emailYour reservation has been thoroughly reviewed, and we show that our agent properly canceled the booking as requested. Some airlines are offering waivers of their rules due to the Zika Virus; however, this is only being extended to passengers that are pregnant. To qualify for the waiver, the airlines do require medical documentation stating the passenger is pregnant, and that their doctor suggests they not travel. As we have no yet received medical documentation stating this, your refund request has not yet been submittedMs***, if you do not have medical documentation verifying your pregnancy, you will need to contact us directly, and the booking will need to be processed within the airline guidelines. If you do have medical documentation and would like us to submit the request to *** Airlines on your behalf, please respond to the email link provided with your medical documentation. The link will be listed as belowPlease click the link below to submit your request for a refundSubmit a Medical Emergency Refund Request Thank you for the opportunity to address your concerns. Sincerely, *** *** Orbitz Customer Relations Tell us why here

Complaint: ***
I am rejecting this response because: To quote Orbitz "Unfortunately, customers
are unable to review the actual amounts during the booking process; only after
the booking is complete, and the confirmation email is generated with the
service fee amount to be advised," So the fee is not disclosed until it is too late to book elsewhere and avoid paying the fee.Orbitz also said “Most airline tickets
purchased on Orbitz.com do not include a service feeCertain tickets carry a
fee ranging from $to $25." For my transaction their fee was more than the $maximum they claim, I was charged a fee of $43.98I am seeking a refund of the $fee
Sincerely,
*** ***

Dear everyone,
My girlfriend April *** and I had booked a cruise for the *** *** *** *** *** ** *** *** which left from Galveston to Cozumel, Belize and Roatan (Honduras)The sailing date was the 21st of June and the return date the 28th of June We booked the cruise through OrbitzWe arrived at the cruise terminal in Galveston early on the 21st of June with a big group of people, which was travelling with usWhen we were trying to check us in I was told that there was an issue with my visaI am a German citizen and holder of an L1-B VisaThe Visa was valid until well after the end of the cruiseI had just two weeks prior entered the USA again with my visa without any problems or questionsAt this point I want to emphasize, that all that is required as per *** *** website the Passport from my home country and a Multiple entry United States visa (if applicable)The shore personnel of *** *** Cruises in Galveston said, that they need to see additional documentation (a so called I129-S form)From then on a long misleading story began on which documents they needed from meAfter I provided, what they asked for at first, they told us it was insufficient and asked for even moreThat happened times and each time I provided what they requested – even driving miles back home to get an original document, they falsely requestedEventually they requested an original document, which was impossible for me to provide, as the visa holder does not possess an original of that specific document (Iform)In addition, one of our friends, that was on the cruise ship is French and has the exact same visaHe was checked in and boarded without any questionsThe end of the story was: The ship left without usWe were misled, misinformed and in the end even mistreated, as the shore personnel asked the police to escort us outWe were never during the entire seven hour time period asked to leave, nor were we not cooperating in any wayWe did everything we possibly could to satisfy their questionable requests and in the end we were treated disrespectfully by their employees and the police used physical Force on usWe were planning this trip for more than a yearIt was supposed to be our first cruise and it was a destination wedding cruise of two friends of oursApril and I were an important part of the wedding – we were to hold a speech and had wedding gifts with us, that the couple now did not receive on their wedding in BelizeIn addition we were meant to scuba dive for the first time on the trip and got our scuba certification just for this tripAll of that was not possible for us anymoreOut of a group of almost people, we were the only ones that were denied access to the ship, despite other people having the same visaThere are a lot more details to this story, that add to the discouragement, disappointment and even humiliation beyond wordsUnfortunately the disaster did not end at that pointNeither Orbitz, nor *** *** were willing to refund us our money – even more were they condescending and even insulting in the frustrating telephone conversations I had with them after our failed cruiseWe hired a lawyer to pursue this matter further in every possible way we could, but *** ***, through very tricky contract wording and clauses, managed to make it virtually impossible to successfully sue themUp to this day, we did not see any positive impulse from *** ***, nor Orbitz towards us and we have not receive a single cent back from themOur experience could not have been any worse and it is needless to say, that not only our friends on the ship, but everyone else, that we know is in shock and indignation about how we were treated - especially as the reason is so incomprehensibleIn our opinion everyone, who takes one of these cruises should know how deceitful and malicious *** *** was to us and how Orbitz took their side in this matterThank you

Dear Mr***, The Revdex.com has shared with us your correspondence regarding your recent experience with OrbitzIt is my understanding you booked two seats for yourself on the reservation to Manila; however, when you arrived at the airport you were only provided one and
you are requesting a refund for the unused seatI appreciate the opportunity to review your account and respond to you On behalf of Orbitz, I apologize for any frustration this has caused you Please know when someone is in need of two seats for a single traveler these types of reservations must be booked directly with the airlineIf a reservation is booked with two separate seats on the Orbitz website, for the same traveler, the airline regards this as two separate reservations for two different peopleThis is why when you arrived at the airport in New York they only provided you with one seat Mr***, per the fare rules placed on the second ticket, the one that was unused, the reservation is refundable minus a $penaltyTherefore, Orbitz has processed a refund for the ticket minus the penalty and you will receive a refund in the amount of $back to the original form of payment within days 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 needsSincerely, *** *** Orbitz Customer Relations Chicago, IL

Dear Jack,The RevDex.com has shared your recent correspondence with Orbitz so that we
may assist you furtherIt is my understanding that you were denied boarding
due to a system error with Turkish AirlineYou are requesting a refund for
your ticketI 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 causedI'm truly sorry about the difficulties you encounteredHowever,
Orbitz has no control/oversight of airline irregular operations, flight delay
or cancellationsWhen Orbitz learns of such issues, we advise our customers to
notify the airline corporate offices directly of any complaint, so they can
address the concernThat way, the airline has an opportunity to review the
problem and make any necessary adjustments to their operation and/or serviceI do show the refund request was already submitted, and Turkish
Airlines has provided file number 9516411, so you can foll
with them directly on the status of the refundTheir phone number is
800-874-8875.Jack, 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 with your travel needs.Sincerely,Jeanna ***Orbitz Customer
RelationsChicago, ILTell us why here

I rented a car for 24hrs, when I arrived at the agreed time I was notified there was no car availableI then called Orbitz again and was guaranteed that there was a car there waiting for meI proceeded back to pick up the rental car and was told that there was no car againI called Orbitz for the third time and was passed around until I asked for customer serviceAfter another hour on the phone I was offered a car that I would have to pick up an hour away, finally I wanted to cancel my reservation and then asked for them to match the price through another rental agency and had no luckI wasted half of my day when I should have been on my way to my destinationI will never use this service again and will never recommend their service to anyone else

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,
Meredith ***

I helped a friend of mine who was coming to my wedding purchase his ticket online yesterdayThis morning he gets a call saying that the flight has been over bookedBut I checked Orbitz an *** *** for the same flight and it is not even sold outThis is wrong on so many levels of businessI do not blame *** *** for this I do blame Orbitz because instead of offering him the same price flight they offered him one double the amount he had paid for the first ticket and at a way later timeSo instead of asking is there another day you would like to fly out on instead of the day he had they said they can only refund the ticket and it will take days to get it back into the bank

Initial Business Response /* (1000, 5, 2015/09/03) */
Dear ***
The Revdex.com has shared your recent correspondence pertaining to the rate charged for the child's fare under Orbitz locator PBORBXXXXXXXXXXI appreciate the opportunity to review your account and respond
to your concerns
It is my understanding you have experienced an unfortunate circumstance regarding you trip on August 21, where the airlines could not find your booking and you needed to purchase new ticketsOn behalf of Orbitz, I sincerely apologize for this disappointing experience and appreciate the opportunity to review and respond to your concerns
While we certainly regret your disappointing experience, however I found that*** airlines had rebooked your ticket due to schedule change on the day of departureBecause*** issued a new ticket, Orbitz no longer has control of the booking to inform of any schedule changes and My Trips will not update accordinglyIn your situation, it would be necessary to contact*** Airlines directly for any compensationPlease understand that airlines do not allow agencies to request compensation on a customer's behalf due to their serviceYou can contact*** directly at http://www.delta.com/contactus/pages/comment_complaint/index.jsp
*** we appreciate your business and, we hope you will provide us with a future opportunity to serve your with your travel planning needs
Sincerely,
***
Orbitz Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (3000, 7, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Orbitz
Thank you for your reply
The fact is that I have already contacted customer service of these companies: Orbitz, China ***Orbitz told me to talk to ***.*** told me to get to *** because money was given to *** told me that there was just seat reserved, no ticket had been booked
I think I give my money to your companyIt should be your responsibility to notify meEven if there is a flight change, your company should figure out how it could happen and give me an alternate choice or help me book another ticketHowever, your company never did that
Regarding the fault of the Airlines, your company should discuss with them instead of meBecause I give the money directly to you but I had a very terrible experience, that make me very unhappy
So I will absolutely ask refund from your company instead of other companyAs to refund from other company, that should be your case
I will insist on this because until now your company still send advertisement to me instead of giving me any apology emails
*** ***
Final Business Response /* (4000, 9, 2015/09/04) */
Dear ***
Thank you for your follresponse, and I appreciate the opportunity to address your continued concernsPlease understand that Orbitz was not involved in the flight disruption with*** Airlines, which lead to reissue of a new ticketWhile we certainly regret your disappointing experience, airlines do not allow travel agencies to request compensation on a customer's behalf when the airlines take over a booking as in your caseIn your situation, it would be necessary to contact*** Airlines
We understand this is not the reply you were hoping for, but we do hope that you understand that we are required to abide to the airlines' rules and regulations
Thank you again for the opportunity to address your concernsWe do appreciate your business, and hope we have a future opportunity to serve you again
Sincerely,
***
Orbitz Customer Relations
Chicago, IL

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

Dear Mr***,
The Revdex.com has advised us of your recent complaintMy understanding is that you were attempting to book an airline ticket from Minneapolis to CancunWhen you tried to purchase the selected fare, you received an error message saying it was no longer availableOn
behalf of my colleagues at Orbitz, I sincerely apologize for your disappointment in our servicesI also apologize for the customer service issues you experienced when contacting our call center
Orbitz is an unbiased on-line Travel Agency offering millions of fare combinations on every requested air searchAll fares are determined directly by the airlines and can be updated at any timeUnfortunately, fares are not guaranteed until they are ticketedOrbitz is not able to restore a fare once it is sold out or discontinued by the airline
Airfares and availability change throughout the day, based on demand for the flight and the airlines' right to change them at any timeOrbitz monitors these changes closely and makes every effort to keep our fare displays as current as possible
Orbitz, as with any travel agency, is required to apply the fares and fare rules in effect at the exact moment of your bookingUnfortunately, fares can change very rapidly as the carriers continually adjust their flight loads, especially during peak travel times
Occasional technical issues our inevitable in the e-commerce industry, but Orbitz strives to quickly correct any website problems we may haveAlthough I sincerely apologize for the website problems that affected your booking experience, Orbitz cannot be held responsible for an increase in fares by the airline during these website issues
Mr***, thank you for giving me the opportunity to respond to your concernsPlease be assured that we value your business, and we hope to have a future opportunity to serve you again with your travel planning needs
Sincerely,
*** ***
Orbitz Customer Relations

August 4, Revdex.com Chicago & NIllinois Complaint Department Re: *** *** *** Dear Revdex.com, Thank you for taking the time to contact *** *** regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments
and concerns which have been brought to our attention*** *** is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOur records reflect that on July 14, 2017, booked flights from Beirut, Lebanon to Istanbul, Turkey departing August 29, and returning on September 4, We have confirmed the reservation was purchased by the customer or an authorized user on the account, on *** website, without the assistance of an *** representativeOne of the passenger’s names was misspelledIt was entered as *** but according to the customer, it should have been ***Mr*** contacted our office for assistance with the name change requestWe contacted merchant of record *** *** Airlines and were informed that name changes are not allowedPlease note that *** serves as a third party intermediary the airline; in this case *** *** Airlines is the merchant of record (i.ethe company who charged the customer’s credit card) and as such accepted the funds for the purchaseMr*** will also see the airlines name in the transaction information of his credit card statementAs *** *** Airlines was the merchant of record, they are also the party to set policy regarding their ticketsEach of the airlines with which we do business, establish their own rules and policies for cancelling reservationsWe are bound by these rules and policies and must adhere to themAgain, 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

Complaint: ***
I am rejecting this response because:
The hotel manager DID NOT say that I could not get a refundHe said that Orbitz would have to refund me because I had paid through themHe did not offer an "upgraded" roomHe very RUDELY said "you have to let me give you a different room." I replied that if the room I had just left was that disgusting, then I was not going to stay in his hotelI asked him twice if I needed any documentation from him to receive the refund, and he said NOHe said it was in the system and Orbitz would have all they need for my refundI did SIT on the bed and look for other places to stayI did used the restroom while I was searching for another hotelI have been told twice now by Orbitz phone representatives that they would notify they hotel, then call me back within hours with a response to my problem and it is now weeks later and I have never received a call from OrbitzI booked through Orbitz for another hotel that night less than an hour after I checked inI have never in my life been so disgusted that I could not imagine staying in a hotel roomI spoke different times to an Orbitz representative over the phone and NOT ONCE did ANY of them say that they would refuse a refund for a room that was so gross I could not stay thereIf ALL of this was supposed to be common knowledge, why did so many of the phone representatives fail to mention ANY of thisI should not be getting new information through the Revdex.com after I have called their customer service line so many timesOrbitz and the hotel have colluded to defraud me of my money by changing and embellishing their side of the story as many times as they have to for me to give upMy story has not changedMy problem has not changedI did not stay in that hotel and I did not cancel because I FELT like itI left the hotel because it was disgusting and an unsafe for my children to sleep
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2014/04/21) */
Dear Ms***
The Revdex.com has shared your recent correspondence pertaining to your airline reservation refund request due to an illnessI appreciate the opportunity to review your account and respond to
your concerns
As most airline tickets are non-refundable, we do give our customers the option to reserve travel insuranceIf you were unable to take your trip and feel that you had a qualifying event, a claim would need to be made directly with Allianz
Ms*** I am unable to locate the booking in question with the information you providedIf you could please forward me the email address that was used to confirm the booking and the Orbitz locator, I will be happy to review and respond to your concerns
Sincerely,
***
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
Sincerely,
*** ***

Complaint: ***
I am rejecting thi* re*pon*e becau*e: Ye*, the ticket* were refunded, but not in full....which i* what I wa* told by more than one of your&nb*p;repre*entative*A $penalty wa* deducted from each ticketIt wa* not *** Airline* mi*takeIt wa* Orbitz, *o that i* who *hould be refunding my money.&nb*p;Unfortunately, your $voucher on a future booking with orbitz doe*&nb*p;not replace the $I lo*t, becau*e I will not be booking any further travel with Orbitz.comMy experience with your company wa* *o poor, that I would rather&nb*p;give up the $150, than u*e your web*ite again
*incerely,
*** ***

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,
Lester S***