Orbitz

Initial Business Response /* (1000, 5, 2014/06/30) */
Dear Mr.***
The Revdex.com has shared your recent correspondence pertaining to your service fee refund requestI appreciate the opportunity to review your account and respond to your concerns
I have located an
account under your name; however, I do not show any bookings that a $service fee would be charged to offer a refundDue to the booking in question being six years old, I am unable to verify or grant your request
Mr.*** thank you for the opportunity to respond to your concerns
Sincerely,
***
Orbitz Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2014/07/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It was not a service feeI was overcharged once and promised $Do you see I used your service thousands in months and then stopped because of this issue
Final Business Response /* (4000, 9, 2014/07/08) */
Dear Mr.***
Thank you for you follresponse, and I appreciate the opportunity to respond to your continued concerns
Mr.*** we certainly apologize for your disappointment in our services, but I am unable to verify that you were overcharged $I show all of your past reservations were confirmed without issueI wish that I could offer you a more favorable response, but we are unable to process a refund on an issue that we are unable to verify
Sincerely,
***
Orbitz Customer Relations

Dear Ms***, Thank you for your follresponse, and I appreciate the opportunity to address your continued concernsAt Orbitz, we do work with the airlines to forward notifications with any flight updates that may have occurred. This information is entered by the airline directly, and forwarded from the Central Reservations System. To also help our customers be able to review their flights departure time, we also provide a “Flight Status” link within the message that will show the full flight information. We have thoroughly reviewed your account, and the correspondence provided. Within your correspondence, it is advised that you checked out of your hotel at approximately 11:00AM for your 1:20PM flight departure time, which is a to minute drive from the property with no traffic or any other unforeseen delays. The flight notification was not forwarded until 11:01AM, which was within recommended time that international travelers should already be at the airport, and the property personnel you were speaking with should have also had the ability to check the flight time as well to help with your concerns. We do show that you contacted us directly, but the initial call was not received until after 1:00PM on January 30thMs***, we have given your concerns every consideration, but with the correspondence provided, we are unable to verify that this alert is the reasoning that you were unable to complete your travel as scheduledMs***, we understand this is not the reply you were hoping for, but we are unable to grant your refund request. Thank you again for the opportunity to address your concernsSincerely, *** *** Orbitz Customer Relations Chicago, IL

Dear Ms***, The Revdex.com has shared your recent correspondence pertaining to the charges that was incurred when it was requested to utilize your ticket credit, and for the service receivedOn behalf of Orbitz, I apologize for your disappointing experience, and appreciate the
opportunity to review your account and respond to your concernsOur records reflect on February 5, 2016, you self-book a flight reservation, using Orbitz.com. Travel is on *** Airlines, departing May 6, 2016, from Denver, Colorado to Watertown, New York; returning on May 9, 2016, from Watertown, New York to Denver, Colorado. Itinerary number: ***. It is my understanding you feel that you were overcharged three times for a total amount of $and is requesting a refund.We can confirm on February 17, 2016, we were contacted, and it was requested to change the flight dates, and our agent advised of the change fees. The change fees were agreed too and the exchange was processed. On that same day, you contacted Orbitz advising that you needed to cancel the exchange request, due to an airline schedule change on the return flight. Our agent contacted the airline and they advised the agent to cancel the flight. In addition, they advised that the customer can submit a request for refund on the airline’s website. The agent advised of the information provided from the airlineIt was then requested to cancel and rebook new flights. The agent confirmed the new flight dates, which were agreed to. Charges in the amount of $were agreed toFrom time to time and for a variety of reasons, airlines issue schedule changes. We understand that these changes can be inconvenient, time consuming and not customer friendly. However, 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 providers*** Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itineraryOrbitz has no control over when, or how often, airline initiated schedule changes occurOrbitz cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies.Only the airline can make changes to a customer’s flights. These changes are not related to the type of ticket that was purchased or the company they were purchased from. Airlines rarely tell travel agencies why they make a change. Schedule changes are often due to routing adjustments, severe weather, staffing, or maintenance issues.We can confirm on February 18, 2016, Mr*** contacted Orbitz advising that their wife’s credit card was overcharged three times for a total amount of $511.00, and his credit card was also charged $137.00. The customer is requesting a refund of $511.00. While our agent was researching the matter, the call was dropped. Our agent was unable to contact you back.Further research shows on February 19, 2016, the customer contacted us by email advising his wife’s credit card was overcharged three times for a total amount of $511.00, and his credit card was also charged $137.00. The customer is requesting a refund of $511.00.In reviewing the account, we do not show any extra charges were applied. On March 3, 2016, we contacted *** Airlines, they advised; there was an Airline Schedule Change on February 17, 2016; however the airline was able to exchange to the new dates, which reflects as follows:Departing April 22, 2016, from Denver, Colorado to Watertown, New York, returning on April 25, 2016, from Watertown, New York to Denver, Colorado with *** Airlines. We are unable to provide an updated itinerary as the changes were made by the airline directly. You can contact the airline directly to confirm the updates, or once the dates are closer, you can go onto the airlines website to review your booking and to cheonlineOrbitz strives to provide the highest level of customer service, and we are sorry that your recent experience did not live up to that expectationWe would like to resolve this matter; Orbitz is requesting a copy of the billing statement reflecting the extra charges. Ms***, you can submit the receipt directly via the Revdex.com complaint system.We thank you for allowing us the opportunity to address the issues that were brought to our attention. Sincerely,Charlotte WillisOrbitz Customer Relations

Complaint: ***
I am rejecting this response because: The information on their website indicating that the ticket purchase and ticket insurance were separate items, needing to be canceled separately was not made clear
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: Orbitz has a check in online on their siteSee below: Manage reservation Check in onlineOpens in new window Update flight preferencesOpens in new window Upgrade seats, reserve meals and add baggageView baggage policiesOpens in new window Change flightOpens in new window
Sincerely,
*** ***

Dear Ms***Thank you for your follresponse, and I appreciate the
opportunity to address your continued concerns.Please know that the United Airlines flight chosen was
scheduled to stop in Denver as advised; however, it will not be broken up like
a traditional connecting flight because you were maintaining the same flight
number from your departure city to your arrival city. These are considered direct flights when
there is a stop involved, but there is no flight number change. We do understand the importance of displaying all flight information
to our customers so that they can make an informed decision. The departure time of 2:31PM from Dulles with
an arrival time of 10:56PM in San Antonio was displayed throughout your booking
process, which is not indicative of a nonstop flight. We also provided the breakdown of your
connection and all flights times, and it was hi-lighted in yellow that you
would be stopping in Denver, but would maintain the same flight number. The
flight time of hours and minutes was also displayed throughout your
booking process, and on your itinerary.Ms***, we certainly apologize for your continued
disappointment in our services; however, all information regarding your flight
was displayed and agreed to. Thank you
again for the opportunity to address your concerns.Sincerely,*** ***Orbitz Customer RelationsTell us why here

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,
*** **

September 27,
Revdex.com
Orbitz.com
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 Mrs*** * *** (Revdex.com case number ***) regarding a flight pricing issue
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
Orbitz uses real-time reservation databases for our travel products, such as cars, hotels, cruises, and flights. We apologize that the lower price that the customer attempted to reserve became unavailable. We understand that this situation can be very frustrating, and we’re sorry that she was inconvenienced. Like all online travel companies, Orbitz works from live inventory. This means that all companies, and the airlines themselves, book from the same inventory pool. Occasionally, more than one customer may be searching for the same flights on any number of websites. Vendors also limit the amount of their product available for discounted pricing. As the discounted items sell out, low prices may no longer be available. It is possible that a specific price or travel item is available when customers begin planning their trip, and is no longer available when they try to finalize their purchase
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 and ticketed
Orbitz 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 provided, they have opportunity to cancel or change the reservation before making a purchase
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

Dear ***,
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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 concernsAt 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 youSincerely,
*** ***
Orbitz Customer Relations
Tell us why here

I commenced suit with cook county Illinois but have not received a docket number yeti am willing to settle with the company in return for paying court fees ,the owed to me plus my expenses thank you for all your help

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

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

July 27,
Revdex.com
Complaint Department - Orbitz
Re: Orbitz Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address
the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Orbitz is responding to the consumer complaint from *** *** (Revdex.com complaint #***) regarding the customer service issues.
Our records show on May 6, 2017, Ms*** self-booked an Orbitz.com flight and hotel package reservation via booking number *** traveling with *** *** AirlinesWe understand from Ms***’s complaint, Orbitz did not inform her of an airline schedule change which caused an inconvenience with her travelThe customer also stated after contacting customer support no proper resolution was providedMs*** is requesting a refund of the flight reservation due to poor customer service
Upon researching the customer’s complaint, we can confirm the schedule change was initiated by the airline but Orbitz did not receive any notification that could be forwarded to Ms***
Further research shows, on July 19, 2017, when Ms*** brought this matter to our attention, Orbitz proceeded to advocate on the customer’s behalf by contacting the airline and was advised since the reservation was utilized no refund can be providedWe can also confirm, due to the poor service received by the airline, Orbitz placed a $travel coupon in Ms***’s account as compensation
Orbitz’s acts only as a third party intermediary for airlines, hotels and cruises and must abide by any schedule changes initiated by an airlineOrbitz did not process any flight charges to Ms***’s credit card since this was a reservation paid directly to the airline
Furthermore, when Ms*** completed the booking on our site, she agreed to our Terms of UseThe Orbitz Terms of Use expressly notate:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the *** Companies or the *** PartnersThe *** Companies and the *** Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there fromThe *** Companies and the *** Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Based on the information provided above, we are unable to honor Ms***’s refund requestIt is our recommendation that the customer address this matter with *** *** Airlines since no notification that could have been forwarded to Ms*** was received by Orbitz
We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
*** ***
Corporate Customer Service

Dear Mr***,
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

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,
*** ***

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 ***,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 meThank you for understanding and providing me the credit
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I understand that the flight was nonrefundable but thanks to the negligence of *** Airlines, an issue that is common place as suggested by the TSA, a disabled veteran I was stranded in Los Angeles for several days and had to spend more money to get myself back to AtlantaI bought travel insurance so that this would not be an issue and I'm being told by Orbitz, *** Airlines and the travel insurance company they choose to do Business with that at no time are they responsible for the extra cost, as well as the suffering associated, the occurred due to the negligence of *** airline
Sincerely,
*** ***