Orbitz

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

Dear
Mr***
Thank you for your follresponse, and I
appreciate the opportunity to address your continued concernsPlease know that I found that your voucher number
was redeemed for Orbitz confirmation number PBORBon December
17, 2015. Please allow to days for
refund to process to your accountThank you again for the opportunity to address your
concerns. We do appreciate your business, and hope we have a future
opportunity to serve youSincerely,
Luisa ***Orbitz Customer RelationsChicago, IL

May 21,
Revdex.com
E.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 Mr*** *** (Revdex.com case number ***) regarding a refund request
Our records reflect on July 22, the customer accessed Orbitz.com and self-booked itinerary *** for a hotel stay at ***, Port-au-Prince HTI to check in on July 25, and checking out July 28, 2017. The stated terms of the hotel, which were agreed to by the customer by completing his booking were:
Non-Refundable
Cancellation and change policy
The room type and rate selected are non-refundableShould you change or cancel this reservation for any reason, your payment will not be refunded
Our case notes show that the customer contacted Orbitz on July 26, to report that due to a weather event, his flight was not able to arrive in Haiti until July 26, and asked that we contact the *** Hotel and inquire as to canceling his first night of stay and adding an additional night to the end of his stay. Orbitz contacted the hotel on two occasions to advocate on behalf of the customer requesting their agreement to refund the first night of the stay that the customer was unable to use. On both calls, the *** advised that they would be not be willing to set aside their stated terms and would not agree to refund the first night of the reservation.
Orbitz serves only as a third party booking intermediary and does not own or operate any travel related business or servicesAs such we must abide by the terms and conditions and decisions of the vendors who utilize our website to offer their services.
Orbitz has notified the customer, both verbally and in writing, several times that we cannot override the decisions of the vendor and as they are unwilling to agree to refund the first night of his non-refundable reservation, that no refund will be available to him
We regret that we are not able to assist the customer in securing a refund from the hotel, but he did self-book a non-refundable reservation and he agreed to the terms of the hotel.
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

Initial Business Response /* (1000, 5, 2014/10/02) */
Dear Ms***
The Revdex.com has shared your recent correspondence pertaining to the hotel room that was booked in TaipeiI appreciate the opportunity to review your account and respond to your concerns
The reservation was
made for the Beauty Hotels Taipei Roumei BoutiqueOn the Orbitz website during the booking process, the hotels that are presented also have star ratings and customer reviewsThese are meant to help customers in choosing an appropriate propertyThis particular hotel is rated four stars and has a rating out of five, which is extremely favorableOf the Orbitz customers who have rated this property, 81% would recommend it to a friendWhile I do apologize for any inconvenience you may have encountered, I must advise you that Orbitz is not able to offer compensation in this case
Ms*** I realize this may not be the outcome you hoped, but please know that Orbitz does appreciate your business and loyaltyWe hope to be able to serve your travel needs in the future
Best Regards,
***
Orbitz Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2014/10/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Before I booked the hotel, I did read the reviews which I relied on to make a reservationBased on the review is what I expected to experience when I arrived, which was not realityOrbitz sold me on something that was not acceptable to me as accomodations and I feel deceived especially for Orbitz to stand by a hotel that provided unacceptable accomodationsThe services which I paid for were never renderedBy not offering me compensation for not receiving the services/accomodations as promised, Orbitz is robbing me blindIf you look at my account, I booked numerous hotels through your website and each were met with satisfactionIt is very disrespectful and unprofessional as a Company to not offer any refunds
Final Business Response /* (4000, 9, 2014/10/07) */
Dear Ms***
Thank you for your responseI have contacted the hotel on your behalf, but regrettably, the property has stated that they will not refund the charges, as you did stay for one night, and the rate was nonrefundable
As a travel agency, Orbitz must adhere to the rules and restrictions established by the hotelOnce the reservation is made, the funds are sent to the property for your stayOn the Orbitz website the hotel cancellation policy was shown as indicated below:
Cancellation Policy
Cancellations or changes made within days prior to 12:AM local hotel time on the day of arrival are subject to a $chargeCancellations or changes made after 12:AM local hotel time on the day of arrival are subject to a 100% chargeWe are sorry but refunds are not available for early check-out
Ms*** I wish my response could be more favorable, but unfortunately Orbitz is not in a position to refund a non-refundable hotel booking
Sincerely,
***
Orbitz Customer Relations

I have paid insurance for this kind of last minute changes or adjustments.why did I pay insurance?Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/04/22) */
Dear***
The Revdex.com has shared with us your correspondence regarding your recent experience with OrbitzIt is my understanding your flight to Miami was delayed due to weather and you are requesting a refund for the
unused day for the car rental and a full refund for your reservation at the *** House ApartmentsI appreciate the opportunity to review your account, and respond to you
On behalf of Orbitz, I would like to apologize for any frustration this has caused
Please know, I have contacted Dollar Car Rental and they advised they will authorize a refund for the first day of your rental; therefore, you will see a refund in the amount of $back to your MasterCard ending in *** within to business days
***, regarding your stay at the *** House Apartments, they have advised that as you did not contact them on April 16, and advise you would not be arriving that day you were marked as a no-show and your reservation was canceledHowever, when you arrived on April 17, they stated they did not have a room for you but advised they could accommodate you for the next nightUnfortunately, as you again did not contact the property to advise you would not be there for the night of April 18, 2015, the property has advised you were again marked as a no-show and they will not offer a refund for the reservation
As Orbitz is an online booking agency, we do have to abide by the rules placed on your reservation by the property; therefore, as the property has denied a refund, Orbitz is not in a position to process a refund for your stay
Nevertheless, we do value you as a customer, and as a gesture of sincerity for your disappointing experience, we would like to offer you a $future travel voucher to be used on your next Orbitz.com 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 *** Please reference case number *** and my letter offering the $voucher in your requestOrbitz will then issue a credit to the card used for the new bookingThis offer is valid until April 20,
***, we wish our response could be more favorableWe appreciate your business, and hope you will continue to use Orbitz in the future for your travel needs
Sincerely,
***
Orbitz Customer Relations
Chicago, IL

Dear ***, The Revdex.com has shared your recent correspondence pertaining to your refund request on the unused portion of the ticket under Orbitz record locator ***On behalf of Orbitz, I apologize for the delay, and appreciate the opportunity to review your account
and respond to your concerns Please know that as a travel agency, we are required to receive authorization from the respective airline to process a refund on a nonrefundable ticket, even when it is due to an airline imposed schedule change. Many requests were forwarded to *** Southern airline requesting authorization, and the remaining balance on the unused portion of your ticket ***, I do show that authorization was received, and a refund in the amount of $was processed back to the credit card used to confirm the booking on May 16, 2016. The amount of time a refund takes to process to the credit card does depend on each respective bank ***, 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

Initial Business Response /* (1000, 5, 2015/06/01) */
Dear Mr***,
The Revdex.com has shared your recent correspondence pertaining to the Best Price Guarantee claim not being honoredI appreciate the opportunity to review your account and respond to your concerns
From your
complaint, a ticket was booked on May 26, for travel on July 19, After the booking, you found lower fares for the same route, and you believe that the Best Price Guarantee policy should be, in effectThis, however, was not the caseFurthermore; your perception of Orbitz has become discontented due to the service you have received
Mr***, I do understand your concern; travel can be a hectic experience, and Orbitz does try to meet the expectations of our customers with reliable information along with retailers
Orbitz certainly understands the disappointment that occurs when a customer sees a fare decrease for a reservation they have already bookedUnfortunately, as the booking agency, we have no control over airlines' fares and availability
Under the terms and conditions of the program, the price difference must include a screen shot and or reference to valid the price difference, and you must submit a claim by 9:59pm CT on the same day you booked your flight(s) on OrbitzThis is the stipulation required for flight bookings
According to the documentation, the submission was made; however, the reason for the denied claim was from a third party vendor submission, i.e., *** When you do a search on *** their website will actually search dozens of travel websitesIf you select a *** result, they send you directly to the travel website where you make the reservation
I have located the original submission, and included with the *** pages are the actual website, *** which is where the actual ticket would be booked from
In taking all things into consideration, as a onetime gesture, I will honor the claim for the Best Price Guarantee
Therefore, the actual difference is $and the tier status you have is Silver, so an additional $in Orbucks would be offeredThe total amount in Orbucks would be $
As part of the stipulation for the policy, the Orbucks will be credited after the completion of the tripIn your case, the account will be credited after August 7,
I will place the Orbucks into the account on August 10,
We take our customers' comments very seriously, and I thank you for your honest feedback albeit the result was not what you were expecting
Mr***, we thank you for bringing this matter to our attentionYour business is truly valued, 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 /* (2000, 7, 2015/06/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am happy that Orbitz finally honored my claimIt is disappointing that it was this difficult though and I think there needs to be a clarification of the terms and conditions of the best price guarantee

Initial Business Response /* (1000, 5, 2015/07/08) */
Dear ***
The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you furtherIt is my understanding you are upset because the Best Price Guarantee claim you filed was deniedI appreciate
the opportunity to review your claim, and respond to your concerns
After reviewing your account, I show an exception was made the claim was approvedIf the reservation is not canceled; to business days after travel is completed; we will add to your account for the rate difference, and the for being a Silver member
*** thank you for allowing me to review this situation with youWe appreciate your business, and we hope to have an opportunity to serve you in the future with your travel needs
Sincerely,
***
Orbitz Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (2000, 7, 2015/07/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Consumer Response /* (3000, 13, 2015/08/31) */
I have submitted complaint regarding Orbitz Price match policy
The vendor said that they will refund my money however they didn't do it
I am unable to access my complaint can you please looked it up
Complaint # XXXXXXXX
Thank you,
*** ***
Final Business Response /* (4000, 15, 2015/09/03) */
Dear ***
Thank you for the quick responseYour claim was approved, and we do offer Orbucks and not a refundPlease know I have manually added $for the rate difference, and $for being a Silver member
You have a current balance of $218.65, and these are available for you to use toward a prepaid qualifying hotel booking
*** please review your "Orbucks Activity" and let me know if you have any questionsWe appreciate your business, and we hope to have an opportunity to serve you in the future
Sincerely,
***
Orbitz Customer Relations
Chicago, IL