Orbitz

Dear
Kingsley,The Revdex.com has shared your recent correspondence
with Orbitz so that we may assist you furtherIt is my understanding that you feel Orbitz engages in bait
and switch tactics, due to the price changes on our websiteI appreciate the
opportunity to review and
respond to youOn behalf of Orbitz, I apologize for
the disappointing experience and the frustration this caused you.Orbitz goal is to make every customer experience a great one, by
offering the lowest fare available to our customersOrbitz is an unbiased and
dedicated online Travel Agency offering millions of fares on every requested
flight searchWe understand it is frustrating for you to see a price on a
reservation that you would like to confirm, and the price increasesInventory
available on Orbitz is also available on other travel sitesPlease know at the same time, there are millions of customers
shopping throughout the dayThe airfares and their availability can be updated
at any time, with or without notice, since they are determined directly by the
airlinesFares can change very rapidly as the carriers continually adjust
their flight loads, especially during peak travel timesOrbitz monitors these
changes closely and makes every effort to keep our fare displays as current as
possibleThat’s why these fares are not guaranteed until we receive confirmation
from the airlines, and tickets have been issued.When you
are attempting a booking, and the price changes or shows no longer available;
this means that the airlines have updated their pricing but have failed to
update our website with current priceIn situations where the airlines have
not updated their fares and availability, we can send a request that they
update the systemIf you provide the flight details; I will forward to the
appropriate department for their follow up with the carriers to update the
website with their most updated availability and fareRegrettable,
Orbitz is not able to restore a fare once it is sold out or discontinued by the
airlineHowever, as a gesture of goodwill, 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 [email protected]
Please 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 for one year from the date of
this letter, until December 1, Kingsley,
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,Jeanna
HandleyOrbitz
Customer RelationsChicago,
IL

Complaint: ***
I am rejecting this response because: Yes, I still believe orbitz should have alerted me about the "transit visa" requirement for CanadaI had two months in advance and I had plenty of time to get that "transit visa", had I had any clue about itSince I paid orbitz to book my ticket, I consider them as my travel agent and am not suppsed to go to any other website to find out about the visa requirements of the countryTo me, orbitz is my one stop shopping website and I should get information from them (bold and clear, and not ambiguous information in fine prints)Orbitz was supposed to alert me about the "transit visa" requirements for the country (Canada, in this case) as soon as I entered my country of passportIt's no different and other websites (like "yatra.com", to name one) do it whenever country of passport is entered at their siteOrbitz has tendency to dupe customers this way, just to make moneyThis is not hidden and I came to know from airline (i.e*** Canada in my case) officials (at Logan Airport) that orbitz has bad reputation in booking customers without alerting them about the "transit visa" requirements for Canada.Moreover, being in airline booking business for so long I expected orbitz to know everything about the flight and travel requirements for any countryOn June 14th, at the Logan airport in front of *** Canada counter when I was denied boarding, when I call orbitz, they had no clue about any such "transit visa" requirement for Canada and representative kept me on hold for "an hour or so" to confirm this with "*** Canada" if they "really" have any such policy of transit visa for traveling through CanadaIn fact, at first I was told by the same rep that "*** Canada" can't stop me from boardingThen, after hours or so the orbitz rep told me that it's on me and I should have taken care of the *** requirements"Is it some kind of fraud that's going on? Get the booking from customer by hook or by crook, keeping the customer in dark, and then when its time for customer's help just leave customer on his own? The orbitz told me to contact "*** Canada" directly (even though orbitz was my travel agent) to talk about my refundThis is really ridiculousIs orbitz there to just get the money from "customer" and then leave him on his own? No value for human emotions at all !Furthermore, I never said that "I would purchase one-way flight" and was never told about the $airline change fee per person by orbitzI was only told that I would get "flight credit", which was of no importance to me at that time because I had already spent hours at airport and all in my mind was to reach India by June 15th 2017, as my brother was very sick and I had to see him at the hospitalThen, I had no other option but to ask orbitz to book another flight for me in some other airlinesThe orbitz then did my fresh booking for around $(which was around $more than earlier flight) for the next day flight (on June 15th 2017) from BostonThe orbitz had no idea what my state of mind at that time was, as my child was devastated and kept on crying, and we (my family and I) were all tired and frustrated spending this long day at airport.It's when I called "*** Canada" to request about my refund for this travel, I came to know that they would charge $re-booking fee as penalty for using the "flight credit" from "*** Canada" and that too by April 16th I fall under "low income group" and don't earn muchDoes it make sense to go for another India trip by April 16th 2018, when I am traveling on June 15th (after rebooking from orbitz) for one month? I was saving for this trip for about years and it really breaks my heart to see this money ("$3328") go down the drain.These "terms of use" are so fine printed and long which I don't believe anybody reads while bookingIt's easy to point to these "terms" and "disclosures" after the factHad I booked my tickets from "*** Canada" I would have got the "clear visa requirements" for travel from their site, but this was not the case for meSince I booked using "orbitz.com" I expect the similar (as airline site has) "transit visa" requirements written clearly while booking at "orbitz.com"This didn't happen in my case (or similar cases which others have come across dealing with orbitz) and I had to bear the brunt of this hopeless situationI want to bring this to everybody's attention through the reputed organization of "Revdex.com" as to what kind of "bad practice" is being followed at "orbitz", which is to attract customers in any possible way "by hiding information" to make money.I would still stand by my request of "full refund", adding the "mental harassment" and "peace of mind" that my family and I lost in dealing with orbitz regarding this whole matter, which was handled very casually by "orbitz".Even though I am financially in a very bad shape and may not get my refund (as it's all blamed on customer while dealing with the big giants like orbitz), I still request "Revdex.com" (through my case) to bring the clear picture of "orbitz" in front of people
Sincerely,
*** ***

Dear Mr
***The RevDex.com has shared your recent correspondence pertaining to
nonrefundable tickets. We certainly
regret to hear of your disappointing experience, and appreciate the opportunity
to review your account and respond to your concerns.I
understand that you
had tickets on United Airlines were requesting a refund due
to court appearance. On May 14, you
contacted Orbitz Customer Service about cancelling your booking and were
advised by Orbitz Customer Service your ticket is nonrefundable, and the fees
involved to make changes. At that time,
you did not make any changes to your bookings.
On May 21, you cancelled your bookingThe
tickets reserved were nonrefundable. The
nonrefundable rules apply, no matter how far in advance the booking is
canceled. Please understand that this is
the airline rule no matter if your ticket was reserved via Orbitz, or with the
airline directly. The fare rules are
given and must be agreed to prior to reserve your reservation, and as a travel
agency, we are required to follow these rules as well. Orbitz
received your dispute in the form of a Pending Chargeback, and we defended it
with the bank stating that the customer is responsibleWe have not heard back
from the airline, whether the bank accepted or rejected the claim. Mr*** you will need to contact the
airlines to check on status of your claimMr
*** we regret to hear you were not able to travel, but we are unable to
offer a refund of your ticket. Orbitz is
being charged in full by United Airlines due to the dispute. Sincerely,Luisa
***Orbitz
Customer RelationsChicago,
IL

September 26,
Revdex.com
Orbitz.com - Alaska, Oregon & Western Washington
Complaint Department
Re: Orbitz Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Orbitz, Incregarding an issue from our
customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Orbitz, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Orbitz, Incis responding to the consumer complaint from *** * *** (Revdex.com case number ***) regarding a refund request for a hotel reservation
Our records reflect on July 29, the customer accessed *** and self-booked itinerary # *** for a stay at the Los Angeles *** *** Suite Hotel at LAX, Inglewood, CA to check in August 31, and check out September 3, 2017. The customer reports that when arriving they felt the hotel had no parking available and they felt the environment outside the hotel was unsafe.
We show that the customer contacted Orbitz when they were unable to get the hotel to speak with them or answer calls. Orbitz contacted the hotel and they had flagged the booking as a no-show and refused any refund. However we show that the hotel’s stated terms say a no-show will be billed for the first night of the reservation.
We regret the inconvenience this matter has caused the customer and while Orbitz Terms of Use, agreed to by customer’s who utilize our website, states that vendors are independent contractors and Orbitz is not liable for their non-performance or misrepresentations
As a one-time courtesy Orbitz is refunding the last two nights the hotel should have returned due to their stated terms. Technically the customer was past the first day check in time and the hotel was entitled to keep the first night room fees
On September 26, Orbitz processed a refund in the amount of $back to the customer’s original form of payment. The time it takes for the credit to be available in her account depends upon how quickly her bank processes refunds. Typically -business days
As an aside, we would like to encourage the customer to make use of the customer review button available on each hotel when researching for possible places to reserve. Past customers, who have actually stayed at the property, offer a wealth of insight into what one can expect to find. Each customer has their own criteria about what is important to them and this is the best possible way to determine if a property will be a good fit for the customer’s needs.
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,
*** ***
Tier Corporate Customer Service

Complaint:
I am rejecting this response because: When I spoke with Orbitz right after I had self booked my flights online I made sure I confirmed with the representative that I will be arriving to Guadalajara Saturday morning and he assure me it will beI have proof from my work and my child school that I had submitted a note and time off requesting those dates I will be out of work and my child out of schoolAnd how I previously said before when self booking I was asked if I wanted a text reminder the day of my flight and I hit yes which I never receivedMy mind was set I was leaving Friday night arriving Guadalajara Saturday morningIf I would of received that text Thursday evening it would of prompt me to contact Orbitz like I did Friday morning when I arrived to work and noticed that cancelation email
Sincerely,
Araseli ***

Dear
Alana,
Thank
you for the quick response and for providing the requesting informationAfter
reviewing the account; I do show the reservation under record locator PBORB5062848734.During
the booking process; you were advised that the tickets were non-refundable, and
name changes are not allowedYou had to agree to the terms and conditions before
you could complete the bookingAs this
reservation was disputed with your credit card; you will need to contact our
Collections Department at the number listed on the letter they sent to you
They will address any questions or concerns you may haveSincerely,
Jeanna
***Orbitz
Customer RelationsChicago,
IL

Initial Business Response /* (1000, 5, 2014/06/02) */
Dear Ms.***
The Revdex.com has shared your recent correspondence pertaining to the rate increase of your ticketsI appreciate the opportunity to review your account and respond to your concerns
I have reviewed your
correspondence, and understand there was a situation with price fluctuations
I do apologize for any inconvenience that this may have caused, and I would like to review and respond to your query
The email which you have provided,***; is registered to an account; however, the last booking was from
If you could provide me with the Orbitz Record Locator or the email address that was used to book the reservation, I will be able to research the matter further
Please be assured that Orbitz has no intention to mislead our customers, and I regret that you have had this perception
Thank you again for contacting Orbitz, and I look forward to hearing from you
Sincerely,
***
Orbitz Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2014/06/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not quite accept the response because I already know what the outcome of this so called research would be, since i'm no fool
The email address Orbitz is ***@hotmail.com and the record locator #, though I do not feel to comfortable with the public seeing this, is
Confirmation Numbers
Orbitz record locator: ***
American Airlines record locator: ***
Thank you
Final Business Response /* (4000, 9, 2014/06/13) */
Dear Ms***
I appreciate the opportunity to revisit your situation
Regrettably, as previously advised your claim does not qualify for our program, and therefore, we are unable to approve your claim
Per our terms and conditions, you must submit your claim by 11:59pm the date of booking, as well as it is only valid for flights within the United States
The terms and conditions for our program are viewable on the footer of our website for customer's review prior to making a booking on our website
Please know that the terms and conditions of our program apply to all customers who submit claims
We have given this matter every consideration and at the same time, provided you detailed responses regarding itWe regret your on-going unhappiness with our serviceAs we have evidently reached
an impasse, please know there is nothing more we can do regarding this issue
We hope you are able to accept our $future travel voucher in the spirit it was intendedOrbitz is not inclined to compensate further in this matter
Ms.*** thank you again for the opportunity to review your concernWe appreciate your business and hope for a future opportunity to service your travel needs
Regards,
*** ***
Orbitz Customer Relations
Final Consumer Response /* (4200, 11, 2014/06/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
*** ***, Orbitz Customer Relations,
Regrettably,
Thanks

Initial Business Response /* (1000, 5, 2015/01/06) */
Dear Ms.***
The Revdex.com has shared your recent correspondence pertaining to the change fees associated with an airline ticketI appreciate the opportunity to review your account and respond to your concerns
My
understanding is that you originally purchased a United Airlines ticket through Orbitz for a trip in February This trip ended up being canceled and at that time you were advised that there would be a $airline change fee at the time you rebook, but that the balance of the credit could be applied to the future ticketThey also advised you of a $Orbitz feeWhen you attempted to rebook, you were informed that the change fee of $would be applicable, and they would not be able to apply the $creditOrbitz agreed to drop the $feeYou also were on the telephone with our Customer Service Team for an extended amount of time
On behalf of Orbitz, I apologize for this disappointing experienceUpon review of this reservation, I show that you contacted us and the agent conferenced United Airlines on the line, and you eventually booked the new reservation directly with themIn your letter, you wrote about a problem experienced with our service and the conflicting information that was given to you regarding the fareOur aim is to meet or exceed customer expectations, and I regret that in this case we fell short of our goal
Ms.*** please be assured that your business is appreciatedAs a gesture of our sincerity for your disappointing experience, Orbitz would like to offer you a $future travel voucher on your next Orbitz.com bookingOur future travel 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 $future travel 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 January 6,
Ms.*** thank you for telling us where extra attention is neededWe appreciate your business, and we hope you will provide us with a future opportunity to fully restore your confidence in our products and services
Sincerely,
*** ***
Orbitz Customer Relations

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 Xing *** (Revdex.com case number ***) regarding a flightWe understand Xing *** is requesting a refund.Our records show on January 1, Xing *** or a person authorized for Xing ***’s account booked one-way flights for two adults and one child traveling on July 8, from Moscow to St Petersburg with Aeroflot Russian Airlines for $207.13.Later the same day, a second itinerary was purchased from the account for combined one-way flights for two adults and one child traveling on July 8, from Moscow to St Petersburg and returning on July 11, with Aeroflot Russian Airlines for a total of $377.25.The July 8th flights on both itineraries for travel with Aeroflot Russian Airlines were identical in flight number, date, and passengersThe airline canceled the first set due to being duplicateThis cancelation, which was made by the airline, prompted an email to be sent to our customer advising that the airline had made a change to their flight, that the airline canceled the flights, and advised the customer if they didn’t contact the airline and request this action to contact Orbitz.com for assistance.On January 2, our customer contacted us and advised that they wanted to cancel the flights on the second itineraryAt that time, the second set of flights were voided, effectively canceling the transactionOur records don’t indicate that a request or inquiry was made on the first itinerary with the that had been canceled by the airline.We are pleased to advise that we will be able to facilitate a refund of the $for the flights that were canceled by the airline due to being duplicateHowever, there are multiple reasons that an airline may cancel flightsWhen a ticket is purchased through Orbitz, and action hasn’t been taken directly with the airline by the customer, the customer should contact Orbitz to verify any refunds that they would like to request within the valid time of requesting a refundThe 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,Denise ***Corporate Customer Service

Dear Mr*** The Revdex.com has shared with us your correspondence
regarding your recent experience with OrbitzIt is my understanding your
flight from Guangzhou to Manila was overbooked and you were moved to a flight
for the next dayHowever, you were told by China
Southern Airlines that flight
was also overbooked and you decided to make new travel plans to get to Manila
I appreciate the opportunity to review your account and respond to your
concernsOn behalf of Orbitz, I would like to apologize for your
disappointing experiencePlease know I have reached out to China Southern Airways
regarding a refund for the reservation and they have advised you should have
received a letter at the airport from the ticket counter stating that your
flight had been overbookedThey are requesting that you provide them with that
documentation before they will review your refund requestPlease let me know
if you received that document, and if so, please scan and attach that to your response
to the Revdex.com so they can forward that to OrbitzI look forward to your responseSincerely, Shalon ***Orbitz Customer RelationsChicago, IL

Initial Business Response /* (1000, 6, 2015/03/11) */
Dear***
The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you furtherI understand the rate to have the name corrected increased, and your credit card was used without your
permissionYou are requesting a refund for the amount you paid to make changes to the ticketI appreciate the opportunity to review your account and respond to your concernsOn behalf of Orbitz, I apologize for the disappointing experience and the frustration this caused you
After reviewing your account and speaking with you on the phone, we have found the rate to have the name corrected did increaseHowever, before the exchange was completed; *** (the traveler) was contactedShe was advised the rate quoted was no longer available, and that the rate had increased
We also have a recording that ***, approved the new rate, and it was okay to charge the credit card on fileThe exchange was processed, and a new confirmation email was sentUnfortunately, we cannot refund a non-refundable ticket that was used
*** thank you for allowing me to review the situation with youOrbitz appreciates your business, and we hope to have an opportunity to serve you in the future
Sincerely,
***
Orbitz Customer Relations
Chicago, IL

Dear Ms***, The Revdex.com has shared your recent correspondence pertaining to the fare increase during your recent fare search with Orbitz’s website. I appreciate this opportunity to review and respond to your concernsPlease 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 noticeMs***, let me explain in more detail how this can occurAs an online travel agency, airlines and hotels send Orbitz inventory available for most every flight and hotel room 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 optionPlease be assured that Orbitz’s goal, as a website, is to be able to offer the lowest prices possible to our customersOffering lower prices to customers is what benefits Orbitz as a company, not offering higher prices that a customer may not be able to purchaseAs 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 booking. Our 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.com. Please reference case number *** and my letter offering the $voucher 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 February 5, 2017. Ms***, we appreciate your business and we hope you will provide us with a future opportunity to serve your with your travel planning needsSincerely, *** *** Orbitz Customer Relations Chicago, IL

December 2, Revdex.com Orbitz Complaint Department 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 youOrbitz is responding to the consumer complaint from *** *** (Revdex.com case number ***) regarding a hotel. We understand Ms*** are seeking a refund for a recent hotel stay booked using OrbitzWe researched this matter further we show a reservation for Satisfaction Resort was booked using our mobile site on November 12, 2017, by Ms*** or an authorized user to their Orbitz account During the booking you agreed to our Terms of Use, which expressly provide as follows: The room type and rate selected are non-refundableShould you change or cancel this reservation for any reason, your payment will not be refundedWe were contacted on November 18, requesting a refund and we contacted the hotel to advocate on the customer’s behalf, regrettably the hotel denied the request for a refund, as the reservation was non-refundableHowever as a gesture of goodwill we offered a $Travel coupon that could be used towards future travel with OrbitzPlease note that Orbitz serves as a third-party intermediary with travel providers such as hotels, car rental agencies, and airlines, and is subject to the rules and restrictions of those providersWe hope you understand that we must adhere to the rules and regulations of the hotel, including their cancellation and refund policies While we understand Ms***’s concerns we cannot honor a refund in this matter, we regret our response could not be more favorable 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 usSincerely, *** *** Corporate Customer Service

Dear *** *** Thank you for contacting Orbitz regarding a reservation you tried to confirm on our websiteIt is my understanding that the reservation did not go through, but your *** account was still chargedI 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 caused youAfter reviewing your account under the email address, *** I did not show a confirmed reservationIf the reservation did not go through, the charges you see on your *** account are actually soft charge, or temporary authorizationsWhen you click the reserve button on the final booking page, we make the soft charge on your account in order to validate the *** account and hold the funds for the cost of your reservationIn return, the bank sends back an approval codeAt the same time, we communicate this information to your bank; Orbitz sends the reservation request to the airlines to obtain a confirmation for the flight reservation requestedIn this case, the airlines most likely sent back a message advising the flight and/or fare for that itinerary selected were no longer availablePlease be assured these charges automatically drop off within 3-business days, depending on your bank*** *** if you would like the charges removed sooner, please contact *** directly. Unfortunately, this is something that Orbitz cannot assist withAs 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 booking. Our 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 *** Please reference case number *** and my letter offering the $voucher 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 December 22, *** *** 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

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
Everything has been resolvedThey gave me a full refund and the issue has been taken care of
Sincerely,
*** ***

Dear Mr***, The Revdex.com has shared with us your
correspondence regarding your experience with OrbitzIt is my understanding
there was an issue with booking a flight reservation on the Orbitz website and
you had to call Orbitz to book the reservationYou are
requesting a refund for
the $booking fee charged to make the reservation with the agentI
appreciate the opportunity to review your account and respond to your concernsOn behalf of Orbitz, I would like to apologize for your
disappointing experiencePlease know as onetime courtesy we have processed a
refund for the $booking fee you were charged for your flight to Montreal
The amount will reflect on your balance within to business daysMr***, if you have any further questions or
concerns, please let me knowWe appreciate your business, and look forward to
serving you in the future with your travel needsSincerely,Shalon ***Orbitz Customer RelationsChicago, IL

Complaint: *** I am rejecting this responseI initially agreed to pay for the change fee because I expect it to be a successful changeI wouldn’t have requested the change if I knew that the request was going to completely fail like this and require me that amount of efforts, time and money to resolve thisWhy would I pay $to experience this if I had known? I agreed to pay the $change fee simply because I never thought that the Orbitz customer service person would FORGET TO RE-ISSUE the ticketI also do not understand what you mean by "Since the fare increased after Ms*** agreed to the initial price Orbitz has compensated for the difference." What fare? Is it the returning flight? I originally purchased a ticket for about $and when I made a change the fare was about $so I agreed to pay the difference and the change feeThere was no offer by Orbitz to compensate for the differenceAfter Orbitz made the error and canceled my ticket (instead of changing the schedule), the one way returning ticket price went up and Orbitz told me to pay $for thatI told her that there was no way I was going to pay that amountAfter making so many phone calls to Orbitz and filing my complaint to Revdex.com, Orbitz finally agreed to pay the difference ($4000[price for new one way returning ticket] - $1100[price I originally agreed to pay]) so that I could return to the U.Sas I originally planned if there was no error by OrbitzIf Orbitz is saying that they “compensated” for the difference, that is wrong because they are responsible for that error to begin withI do not understand why Orbitz do not get this but if Orbitz tried to resolve this with sincere attitudes and immediately resolved the issue, I would have accepted the $card with no problemHowever, in spite of the fact that Orbitz is 100% responsible for this error, they NEVER tried to resolve this until I called them many times and filed my complaint to Revdex.comDuring my vacation, I had to call Orbitz 5-times and spent at least an hour and half for each call (again, one of them being more than hours)I always had to initiate the call to get updates because they say they’d call me back and never did, and I had to repeat what happened again and again every time I called themAlso I was supposed to work whenever I had free time but I had to spend so many hours on trying to resolve this issue created by OrbitzConsidering the time I could have spent to work, the time I had to waste because of Orbitz is worth thousands of dollarsAt least the $change fee should be waved because the request wasn’t successfully done at allSincerely, *** ***

Dear Ms***, Thank you for contacting Orbitz regarding your seat assignments for your *** Airlines flightIt is my understanding that you are not confirmed in the seats you requestedI appreciate the opportunity to review and respond to your concernsOn behalf of Orbitz, I sincerely
apologize for the disappointing experience and the frustration this caused youPlease know when booking a reservation via the Orbitz website, all seats are only on requestWe must receive confirmation from the airlines stating seats are confirmed or under airport controlEvery airline reserves the right to control their inventory and re-accommodate travelers (i.eschedules/flights, aircraft type/equipment, and seats)Pre-reserved seating is dependent upon several factors: the specific airline; the type of ticket (not necessarily the cost); customer’s frequent traveler status/level with the specific carrier; airline restrictions and policyAny option for seating via Orbitz.com would be dictated by those factors as well as the airline seat availability/inventory at the time of selection/requestIn addition, even after “confirmation” any airline would be able to rearrange seat assignments for a variety of reasons (i.esecurity, ADA, family/minor, aircraft weight/balance, overbooking, cancellations/delay, FAA rules, etc.)Nonetheless, please keep in mind regardless of where a ticket is purchased, every airline reserves the right to move or remove passengers from flights/seats/aircraft type, etcSeat assignments are ultimately the decision of the airline, and we advise our customers that if they have special needs, it is always best to check with the airport directly so that the airline may accommodate those needsMs***, we value you as a customer, and as a gesture of goodwill, 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 [email protected] 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 for one year from the date of this letter, until March 21, Ms***, thank you allowing me to review this with youWe appreciate your business, and we hope to have an opportunity to serve you in the futureSincerely, *** ***
Orbitz Customer Relations Chicago, IL

Initial Business Response /* (1000, 10, 2015/06/16) */
Dear Ms***,
The Revdex.com has shared your recent correspondence pertaining to your disappointment in the type of car received, and that your hotel was under constructionOn behalf of Orbitz, I apologize for your
disappointing experience, and appreciate the opportunity to review your account and respond to your concerns
Upon reviewing your account, I do show that you reserved a Air + Hotel +Car package booking for yourself under Orbitz locator PBORBXXXXXXXXXXUpon reviewing your reservation, I do show that the booking was confirmed directly via our websiteI do show that you contacted our Service Center on June 7, 2015, and requested to upgrade your car rental to a convertibleWe canceled and refunded the original car reservation, and rebooked your new reservation under PBORBXXXXXXXXXXThe new booking was reserved via Economy at the lowest price we had to offer for this type of vehicle, and it was at an offsite location; however, they do provide a shuttle serviceI have contacted Economy directly, and they have advised that a Chevy Camaro convertible was the type of car that was receivedIf you were initially mistakenly given a Volkswagon instead, this is only something that can be verified by Economy directly
Ms***, we certainly regret your disappointment with the hotel property, but the property does not have any alerts that they are still undergoing constructionWe are unable to offer a refund as the stay was completed; however, as previously advised, 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 June 16,
Ms***, 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
Initial Consumer Rebuttal /* (3000, 12, 2015/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There were several concerns regarding the rental car and I understand them giving me the wrong type of car is an issue to deal directly with the rental car companyMy biggest concern was it was booked in the wrong name and I was never told you were switching me from an on airport site rental car business to one that was off site and I would need to take a shuttle toI specifically said I wanted to pick the car up at the airportIt was booked under Firova and my last name is *** and has been for yearsIf I did not find that error, I possibly could not have even gotten a carAs far as the hotel and the construction, the hotel says they have informed all their outside booking agencies of the construction and was forth coming when I called them pretending to inquireYou also said there was nothing you could do because the booking had been completed, yet when I called and the booking was still in progress, I was informed by Orbitz employee that under no circumstance could they change anything about my hotel reservation or could they refund me and I was not allowed to cancelI should not be punished because the booking is completed when I was not allowed to make changes when the booking was in progressI have used Orbitz times and have had problems times and I am not sure as to why you think a voucher that I have to use with Orbitz is acceptableI will not use Orbitz again and I am sure you would understand why if you had to walk up and down flights of stairs almost daily and had to relax by a pool to the sound of a jack hammer hours per day
Final Business Response /* (4000, 14, 2015/06/24) */
Dear Ms***,
Thank you for your follresponse, and I appreciate the opportunity to respond to your continued concerns
Please know that I have reviewed your car rental booking, and the last name of Firova was listed as a traveler in the accountWe apologize that this was the name initially chosen, and the situation was correctedThe lowest priced option was given, and car rentals that offer shuttle service from the airport are still considered airport locations
Ms***, we certainly regret your disappointing experience, but we are unable to offer a refund for services that were renderedWe do hope that you decide to utilize the future travel voucher offered as compensation for your experienceWe do appreciate your business, and hope that we have a future opportunity to serve you
Sincerely,
*** ***
Orbitz Customer Relations
Final Consumer Response /* (4200, 16, 2015/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept their resolution because they continue to say , although we made mistakes , your reservation is over Of course it is over I work full time and only have planned ahead vacations I tried to resolve during my vacation and nothing happened I could not cancel , drive home and have a do over employees have to ask for time off and get it approved I was forced to make the best of a bad situation but was never apologized for orbitz' mistakes or misleading information I will also note they only acknowledge and reply to portions of complaints Orbitz has the worst customer service I have ever experienced and do not care if ones vacation was delayed , ruined or anything else as long as they got their money They prove that by continually pointing out they can do nothing once the reservation is over ! Duh - my vacation is over and Orbitz misleading and failure to help me ruined a week off I will never get back !

Revdex.com, I did purchase trip protectionWhen I called to make changes I was not allowed ti make them so when I kept stating to them "I purchased trip protection" which I had to state over & over again but, still wasnt allowed to make the changes, I asked what exactly did trip protection protect & what was the use of itThey refunded it back to me.
Sincerely,
*** ***