Orbitz

Dear *** ***
The Revdex.com has shared your recent correspondence pertaining to the internet services while staying at the *** *** College Park Airport Best RoadOn behalf of Orbitz, I apologize for your disappointing experience, and appreciate the opportunity to review
your account and respond to your concerns
*** *** please know that we certainly understand your frustration with the internet services during your stay at the *** ***, and its' importance to many customersHowever, we are unable to grant your refund request due to this issueThe room reserved was utilized, and Orbitz has been charged in full
*** ***, we understand this is not the response you were hoping forWe do appreciate your business, and hope that we have a future opportunity to restore your faith in Orbitz
Sincerely,
*** ***
Orbitz Customer Relations

Dear Mr***,
Thank you for your follresponse, and I appreciate the opportunity to address your continued concerns Please know that all of your feedback was reviewed and recognized. We certainly apologize if you feel that our previous response did not address your customer service experiences with our agents. Please be assured that all of this information was reviewed and recognized while researching your case for the refund processed Mr***, we apologize again for your disappointing experience. We do appreciate your business, and hope that we have a future opportunity to serve you Sincerely,
*** ***
Orbitz Customer Relations
Tell us why here

Initial Business Response /* (1000, 5, 2015/03/13) */
Hi Mrs.***
Thank you for contacting Orbitz via the Revdex.comI understand you've had a disappointing travel experienceOn behalf of Orbitz and our travel partner Guest Suites of Boca Raton, I sincerely apologize
for such a disappointing event
Ms.*** our goal is for customers to have 'seamless' travel experiences; and it is clear we failed to meet expectations in this casePlease know that the Guest Suites of Boca Raton advised billing you was not intentionalThis was an unfortunate mistake of their front desk representativeDue to this error the hotel is processing direct refund to you
I also understand you've had an inquiry regarding the difference between Orbitz charge to you and the hotel direct chargeIn this case, the hotel representative charged you the supplier/distributor rateThis is the contractual rate negotiated by suppliers - such as the Guest Suites of Boca Raton to provide distributors - such as travel agencies
Typically such rates are calculated based upon the sheer volume at which distributors are able to book and payThese rates are not "open" to the public or individuals - they cannot be booked via Orbitz.comWe apologize for this unfortunate misunderstanding
Ms.*** I can totally understand how your perception of Orbitz *** be tainted by this eventTherefore as a gesture of goodwill, Orbitz would like to offer a $100USD Orbitz Prepaid Hotel or Vacation Package Future Travel VoucherOur voucher is offered as a sign of our commitment to you
Here are the instructions for your voucher
When you make your next Prepaid Hotel or Vacation Package booking via Orbitz.com, email the Orbitz Confirmation/Travel Document to us at ***@orbitz.com ; and request to redeem your voucher# XXXXXXX, which is associated with the Orbitz Member Account (*** McGuiness)Orbitz will then issue credit to the card used for the new bookingYour voucher is valid until March 12,
Ms.*** thank you for bringing this matter to our attentionPlease do let me know if you have any further questionsOrbitz values your business and we sincerely hope for future opportunity to restore your confidence in our site, service, and travel partners
Kind Regards,
***
Orbitz Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (3000, 7, 2015/03/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not recieved the charge that was made to my card as of todayThe hotel has made promises but nothing has been received and believe I will not receive
Final Business Response /* (4000, 9, 2015/03/16) */
Thank you for providing that additional informationWe apologize for any inaccuracy on the part of the hotelIn an effort to further escalate their accounting error, we'd like to ensure the proper info and documentation is provided to the hotelOur hope is that by clarifying the issue, refund to you will be either traced or expedited
Please understand the charge you are requesting returned is the hotel's direct charge - Orbitz has no ability to process that refund, as we did not make the chargeTherefore our recourse is to have the Merchant of the $253.20, of which we'd have no record, act as they've advisedBoca Roca states that refund has been processed
Therefore, if you would please provide the credit card statement showing their direct charge for the period, we will have in hand the documentation to force this matter forward on your behalfPlease do attach such document in secure PDF response via the Revdex.comWe only need the exact charge in question, last for digits of the Card Number and Marchant info visiblePlease do redact or strike out any other identifiers to ensure proper privacy and security of this sensitive infoUpon receiving your documentation Orbitz will be able to further advocate on your behalf
Thank you for allowing our team to assistWe look forward to receiving your info
Kind Regards,
***
Orbitz Customer Relations
Chicago, IL

Dear ***,The Revdex.com has shared your recent correspondence pertaining to the ***line imposed schedule change that has affected your reservation. On behalf of Orbitz, I apologize for this disappointing experience, and appreciate the opportunity to review your account and
respond to your concerns.At Orbitz, we certainly understand the frustration that an ***line imposed schedule change can cause. When a change occurs, we make every effort to accommodate our customers to their satisfaction. However, ***lines do have regulations that must be followed when new flights are chosen. ***line schedule changes are not in the control of Orbitz, and as a travel agency, we must abide by the ***lines rules when re-accommodating a customer.***, upon reviewing your account, we did request a refund on your behalf with *** ***; however, the request was denied. The option of moving your departure date up one day was agreed too. Per *** ***, we would need to make this change, and forward to their office for a waiver code so that we could reissue the tickets showing the new dates. We have added the flights for the new dates, and have forwarded to *** *** as requested. We are waiting for *** *** to supply the waiver code as advised, so that we can reissue the ticket.***, we certainly regret your disappointment in our services, but please know that ***line schedule change are out of the control of Orbitz. Orbitz does not hold the funds for the tickets reserved, and as a travel agency, we are required to follow all ***line rules and restrictions. Thank you again for the opportunity to address your concerns. We do appreciate your business, and hope that we have a future opportunity to serve you.Sincerely,*** ***Orbitz Customer Relations Tell us why here

Dear ***,
New Roman",serif;">The Revdex.com has shared your recent correspondence pertaining to your refund for your Orbitz confirmation number ***-***. I appreciate the opportunity to review your account and respond to your concerns I have reviewed your reservation history to better understand the nature of your concerns. You made a reservation on Orbitz’s website for an air**ne ticket; however, the ticket was not processed correctly, and you bought a new ticket on the day of departure. Unfortunately, no notification was sent to you advising of the f**ght cancellation. Please know we regret that you did not receive your cancellation notification, and I sincerely apologize for not meeting the high customer service standards we have set Nevertheless, I see that there is a resolution to your refund. On March 2016, Orbitz refunded the amount of $the difference of the original fare and new air fare. Please allow to business days for the refund to process to your account ending in *** We acknowledge that there was no notification advising of the f**ght cancellation, and I sincerely apologize for not meeting the high standards we have setWe value our customers and for that reason, as a gesture of our sincerity, Orbitz would **ke to offer you a $75USD future travel voucher on your next prepaid Orbitz.com air**ne, hotel or vacation package bookingOur voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needsHere are the instructions for the future travel voucher:
When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at ***@customercare.orbitz.com. 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 va**d for one year from the date of this letter, until April 1, 2017.
***, 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

I booked a hotel with this company and I had to cancel due to personal issues I called on a Friday and cancelled and on Tuesday I saw a pending charge on my account I called orbitz and got the run around for over hoursI was on hold time after time After hours u decided to leave my house phone on and call from my cell phone As I type this I have been on hold for hours on my house phone and on my cell They refuse to give me a manager or corporate phone number They ask me to hold over and over My manner is still to be resolved as it is their fault They cancelled one of my rooms and not the otherI will NEVER use them again and I warn you that if you book with them make sure nothing happens because they won't help youThis is by far the WORST customer service I have ever received Or I should say lack of serviceBtw I'm still on hold!

Dear Mr***,The Revdex.com has shared your recent correspondence pertaining to your refund request in the amount of $2,334.80, stating you attempted to cancel your flight reservations within hours of the initial bookingOn behalf of CheapTickets, I apologize for your
disappointing experience, and appreciate the opportunity to review your account and respond to your concerns.Upon reviewing your account, we were able to confirm that on February 5, 2016, you contacted *** to cancel your flight reservations for a full refund, stating you were unable to get through to an agent the previous day to cancel within the hours cancellation periodAt that time, it was advised that the tickets were non-refundable and non-transferable, as they were no longer within the hour void period the full terms and conditions agreed upon at the time of booking would now apply to any cancellations or changesOn February 6, 2016, we were contacted again to request a refundAt that time, the assisting representative advocated on your behalf with both *** Airlines and *** Airlines, who declined to offer a waiver to refund the non-refundable flight reservationsThe following terms and conditions are applicable to the customer reservations and were agreed to at the time of booking:• Tickets are non-refundable and non-transferable.• For changes there is a $per person change fee per airline, plus any increase in airfare that will apply at the time of rebooking• For cancellations the customer will have one year from the original ticket issue date to complete their travel reservationsAs a travel agency, *** is required to follow all airline rules and restrictions associated with each booking. Each airline has its own specific set of policies and procedures, as does each ticket purchased or package reserved. *** Airlines and *** Airlines are the operating carriers and merchants of record (the entities that received your funds and the companies that charged the credit card)The change fees and increases in airfare are set and collected by the airlines. Mr***, your concerns have been given every consideration, but we are unable to grant your refund request. We understand this is not the response you were hoping for, but we do hope that we have a future opportunity to serve you in the future.Sincerely, *** ***
*** Customer Relations

Dear Mr***,
The Revdex.com has shared your recent
correspondence pertaining to the rate issue with your booking under Orbitz locator *** at the *** - *** Vacation Club VillasOn behalf of Orbitz, I apologize for any disappointment this has caused, and appreciate the opportunity to review your account and respond to your concernsWe were notified that there was a problem with confirming some reservations at the rate reserved for your travel datesHotel rates displayed on Orbitz are manually entered either by the property directly or their respective service. Unfortunately, the service which handles entering these rates for *** made an error while entering rates for some room types
Mr***, please know that this issue will not be affecting your reservation, and your booking has been confirmed at no additional costOn your reservation, you will not be requested to pay any difference in rate upon arrival at the property
Mr***, we apologize again for any inconvenience this has caused, but happy that we were able to correct this issue on your behalf
Sincerely,
*** ***
Orbitz Customer Relations
Tell us why here

Complaint: ***
I am rejecting this response because:
Based on our communication with *** China and *** in Newark Airport on Sept 12, the flight was availableWhile according to another conversation with *** Airline over Internet, the flight was cancelled due to unflyable circumstancesSo did the flight really get cancelled or did our seats get cancelled? As a customer who booked the flight back months ago, we would like to know what truly happened to our flight
Sincerely,
*** ***

Dear ***,The RevDex.com has shared your recent correspondence with Orbitz so that we
may assist you furtherIt is my understanding that you booked a reservation,
and you need to verify that the reservation is still confirmedI appreciate
the opportunity to review your
account, and respond to your concernsAfter reviewing
your account, I do see your reservation confirmed at the *** * *** Hotel for April through April
21, The hotel confirmation number is ***I have also
emailed a copy of the itinerary to your email address.Virginia, thank
you for allowing me to review this with youWe appreciate your business, and
we look forward to serving you in the future.Sincerely,Jeanna ***Orbitz Customer
RelationsChicago, 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,
*** ***

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

October 5,
Revdex.com
E.com - Alaska, Oregon & Western Washington / E.ca - Mid-Western and Central Ohio
Complaint Department
Re: *** Case #: ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer Rebuttal from our client, *** ***We regret to hear that the customer did not accept our response and/or resolution offered
We have further researched Ms*** complaint (Revdex.com case number ***) regarding flight pricing and after giving the matter our full consideration, we stand by our previous decision and are unable to accede to Ms*** request of a refund
We understand from the customer’s correspondence she was finding different pricing between the time she began booking and when she got to the end of the booking process
As stated in the Terms of Use for our website, that the customer agrees to when utilizing our services, all our travel products prices and availability are subject to change until customers have completed their purchase and a reservation is confirmed
We have previously explained that *** booking system and agents access the live databases of the vendors in real time for the most up to date pricing when the booking is being finalized.
*** website is not updated in real time and so customer’s may see pricing there that is no longer available with the vendor when the actual booking is being created. Therefore, our terms fully advise that the pricing is not guaranteed until booked and ticketedWe do serve only as a booking intermediary. *** does not own or operate any travel service and we do not set any pricing. These are functions of the vendors who utilize our website to offer their travel and all pricing is set by the vendors and changed constantly by those vendors as sales are recorded and travel options sell out.
*** provides a final summary for customer’s to review before they enter their payment information. If they are not in agreement with the final price returned from the vendors’ databases, they have opportunity to cancel or change the reservation before making a purchase. *** does not refund for or adjust pricing set by the vendors
We apologize to the customer for the inconvenience this situation has causedThank you for allowing us to address this matter further.
If you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
*** ***
Tier 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 meThank you for understanding and providing me the credit
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because two issuesThere is no solution. I read Orbitz is communicating, going between customer and air line, etcBut there is no solutionI made the vacation plan with my friend and we have spent a lot of time and effort to coordinate the tripI do not want my vacation cut shortHere is a proposal, I am willing to accept partial refund on cancelling returning flight. There is no apology for rude and unprofessional behavior by Orbitz representativesI repeat there is no apology for rude and unprofessional behavior by Orbitz representativesOrbitz always ask us to call them in the emailHowever, call takes hours to go through, even in the call, they will put us in hold for hoursWhat is worse, there is a feature, Orbitz will call us back when it is our turn in the Q. They claim the waiting time is minutes, but actual call back take hours, sometimes in the mid night. Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I contacted Affirm and they informed me that this isn't trueI was told by them that this is Orbitzs' faultI have e-mails going back and forth to both companies and I have spoken on the phone to both companiesI expect my airfare portion to be refunded by OrbitzI will forward you the e-mail from Affirm
Sincerely,
*** ***

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

Complaint: ***
I am rejecting this response because: this is my complainant exactlyI understand the airline changes their schedule from time to timeHowever, it is also reasonable that if the schedule change does not work for the customer as this schedule conflicts with other plans I already have, there should be an option to change the flightIt simply cannot be forced on the customer and then require them to pay $to change the flight as Orbitz is requiringI bought a ticket through Orbitz they should have some sort of solution for meIt is not acceptable for Orbitz to be willing to sell me a ticket and then point the finger at the airline when I need assistance
Sincerely,
*** ***

Initial Business Response /* (1000, 10, 2015/07/28) */
Dear Ms.***
The Revdex.com has shared your recent correspondence pertaining to a package booking that was made recently on our websiteI appreciate the opportunity to review your account and respond to your
concernsMy understanding is that you are stating there was a website error when the booking was made which then reflected incorrect dates for the hotel reservationYou contacted Orbitz, and an agent named *** stated that you would be given a $or $future travel creditWhen you contacted us back, the second person, a manager named Matthew stated he could not see any notation that credits were offered
On behalf of Orbitz, I apologize for any inconvenienceIn review of the booking, this was self-booked,
the dates that were booked, would have to be entered by the person making the reservation
I have reviewed our records, and I do show that a future travel voucher for $was issued to you
Here are the instructions for redeeming the 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 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 July 27,
Thank you for the opportunity to review this matter with youPlease be assured we value your business and look forward to serving you in the future with your travel planning needs
Sincerely,
***
Orbitz Customer Relations

Dear Mr***, The Revdex.com has shared your recent correspondence pertaining to the rate issue with your booking under Orbitz locator *** at the *** - *** Vacation Club VillasOn behalf of Orbitz, I apologize for any disappointment this has caused, and
appreciate the opportunity to review your account and respond to your concernsWe were notified that there was a problem with confirming some reservations at the rate reserved for your travel datesHotel rates displayed on Orbitz are manually entered either by the property directly or their respective serviceUnfortunately, the service which handles entering these rates for *** made an error while entering rates for some room typesMr***, please know that this issue will not be affecting your reservation, and your booking has been confirmed at no additional costOn your reservation, you will not be requested to pay any difference in rate upon arrival at the propertyMr***, we apologize again for any inconvenience this has caused, but happy that we were able to correct this issue on your behalfSincerely, *** *** Orbitz Customer Relations Tell us why here