Orbitz

Complaint: ***
I am rejecting this response because: I have spent over $on tickets and now are worth $20, unacceptableThe change fees are $each way not $They continue to transfer around until consumers go away
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:First, I did get back to them via email and they did not respond to that messageSecond, Orbitz is not any branch of the US Government and they do not speak for the *** security personnel manning the security checkpoints at the MSP or STL airports and cannot speak on behalf of what the *** will or won't allow*** doesn't work for OrbitzAnd I contacted them not more than minutes after finalizing the reservation (well within the hours allowed to cancel a reservation without penalty)What the agent I talked to could have done was simply void the reservation and created a new one with my CORRECT name on itAs that wasn't done, Orbitz violated its own terms of service contract that we were both party to once I made the reservationThe simple fact is that the service I received from Orbitz was very substandard and this issue needs to be resolved to my satisfactionIf there are any financial penalties for resolving this issue, they need to be born by Orbitz
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:I have attached the email from the hotel which states that the transaction was cancelled before they ever received the reservation. Marriott states that Orbitz is the company that was paid for the transaction. I spoke with Mr*** and he stated that if the reservation had not been cancelled, Marriott would allow me to change the dates.
Sincerely,
*** ***

Dear ***, The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you furtherIt is my understanding that you are upset to find the reservation you canceled no longer as any valueI appreciate the opportunity to review and respond to your concernsOn
behalf of Orbitz, I apologize for the disappointing experience and the frustration this caused youAfter reviewing your account, I do show your reservation that was canceled under record locator ***Please know as a matter of practice, Orbitz discloses all terms and conditions for all bookings to our customers, so they can make informed decisionsWe have fully tested our website and have found the ticket you booked was presented as non-refundable and subject to change fees, throughout the entire booking processI also show before you canceled this reservation on line, you spoke with one of our agents who advised you of penalty feesWhen you canceled online, you were advised again that you had one year from the date of issuance to exchange the ticketHere is the verbiage that was presented to you at the time of cancellation: Note: This ticket’s value, less applicable fees, can be used toward a purchase on the same airline(s) if you rebook by February 16, While I recognize your disappointment and regret any inconvenience this may have caused, please understand all travel agencies are required to follow the rules of the carrierDuring the booking process, Orbitz presents and customers must agree to the airline fare rules, as well as the ticket’s Terms and Conditions, prior to completing the bookingIn the terms and conditions it states: "This ticket is good for carriage for one year from date of issue, except as otherwise provided in this ticket, in carrier's tariffs, conditions of carriage, or related regulationsThe fare for carriage hereunder is subject to change prior to commencement of carriage." It goes on to say, "No agent, servant, or representative of the carrier has authority to alter, modify or waive any provision of this contract." To complete the booking process, all users are required to agree to the fare rules and the terms and conditions that govern that ticketThere is also a link on your canceled itinerary under the flight itinerary area called, Terms and conditions that has this informationAt this time, your ticket has no valuePlease understand Orbitz is only a distributor of tickets for airline carriers we display on our siteThis entire fare was paid to *** Airlines, and not OrbitzThis can be verified by checking your credit card statementOrbitz is required to adhere to all airline rules and restrictions***, we wish our reply could be more favorableHowever, we are confident all pertinent information, including the time frame for ticket validity, was properly displayed to you at the time of the booking, and on the cancellation page when you canceled the booking onlineThank you for allowing us to review this matter with youWe appreciate your business, and we hope to have an opportunity to serve you in the futureSincerely, *** *** 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
Itinerary number for the flight book is ***
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: the reservation was for people and people were not accommodated therefore we politely request a full refund
Sincerely,
*** ***

I have never in my entire life worked with a worse companyThis is by far the worst customer service I have ever experiencedIts hard for me to even call it "customer service"No joke- I was on the phone with them for SIX HOURS to re-book a flight with travel credits I had through their companyI was put on hold for hours overall, bounced around at least times and had to reexplain my whole situation over and over to a new person, I was hung up on times, and my credit card ended up being charged times for over $5,when I was using flight CREDITSThese people are seriously MNSI cant stress it enoughDO NOT USE THIS FOR BOOKING ANYTHING- you will waste your whole day trying to get such a simple task done*** has AMAZING customer service, this cant even come closer to comparingOn top of it all, these people sound like monotone, careless robots who don't know anything about their companyRANT OVER

We book a hotel for week and were going to get $in orbucks and it showed them on my accountAfter days they were gone then we called them and asked about it they said that we didn't sign up for orbucksWe also ordered flight and hotel for nights before we signed up for orbucksAfter that I needed to make changes to the flights and hotelIt cost me $I asked to get the orbucks and the said I couldn't because I called them instead of doing it online

Complaint: ***
I am rejecting this response because:My issue was not that the flight needed to be cancelled and rebooked due to changes in the airline schedule but rather that it took several calls to Orbitz and more than hours to make this change and had it not been for my sleuth work in contacting the airline myself, I would have missed the connecting flight had I taken Orbitz at its wordYes as a good will gesture you have refunded me $dollars but didn’t even contact me about thisFurthermore, I purchased tickets from Orbitz which amounts to a refund of $per ticket which seems insulting
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2014/06/23) */
Dear Mr.***
Thank you for contacting Orbitz via the Revdex.comWe appreciate the opportunity to review and respond to your concern
I understand that Orbitz
Confirmation*** was self-booked online *** 5, 2014; and courtesy cancellation was desired on May 6, However, you found that after 1100PM EST on May 6, courtesy cancellation was no longer allowedYou're requesting compensation or refund from Orbitz because the time frame for courtesy cancellation was not clear to you
Mr.*** upon receiving your inquiry, I reviewed the online booking session for this reservationI found that the advisement that courtesy cancellation was available until 1100PM EST May 6, was provided at the time your flight selection was made and at the time of "Check-Out" (payment)In addition, we provided reminder in your onscreen "Reservation Request" confirmation that there was a "short window for courtesy cancellation"Further, this info was available within the member account, up until the cut-off time (1100PM EST *** 6, 2014)For your records, I've provided screenshots of the online booking session in attachment
Please understand self-booking customer agrees to our "Booking Terms and Conditions" as well as the airline fare rules at the time of online booking; under "Agree and Book"In this case *** Airlines tickets*** are non-refundable
Therefore, if the itinerary/tickets are cancelled by the customer, *** Airlines retains the ticket value as airline credit for future travel; and all the fare rules applicable to the original ticket would still apply to the non-refundable airline creditFor your convenience I've provided the basic fare rules/penalties/fees for the tickets below; additional fare rules, per *** may be applicable
*** Airlines change fee of $200USD per/person, plus any fare difference would be collected at the time of exchange
*** Airlines credits are only valid for *** Airlines operated flights and/or itineraries/carriers/flights approved by *** Airlines
*** Airlines credits are non-transferable and only valid for the original ticketed travelers
*** Airlines credits must be used (exchanged and travel commenced by *** 5, 2014)
*** Airlines credits are non-refundable; any unused portion of the credit(s) remains non-refundableCredits cannot be "combined"
*** Airlines fare rules including any seasonability, restrictions, black-out dates, and/or advance ticketing requirements may apply (as per the original fare rules)
*** Airlines tickets are invalid if not cancelled or changed prior to scheduled departureIn case of "NO SHOW" all ticket value is forfeit - no credit or future value will be permitted
Mr.*** I wish our response could be more favorable; however no Orbitz error occurredIn addition, regrettably, Orbitz is a third party, we do not hold your payment of $1208.80USD; the airline charged your payment directlyThis billing info can be verified by reviewing the credit card statementTherefore Orbitz would not be able to provide refund in lieu of airline refund; nor are we able to "waive" ***'s rules or processing of paymentWe apologize for any disappointment
Currently, the tickets for *** Airlines *** are "active" for travel - no changes have been made by OrbitzPlease keep in mind *** Airlines rule regarding "No Show"If either traveler is not traveling do make changes or cancellation of the passenger(s) ticket prior to scheduled departure or any value will be "forfeit" per *** Airlines rules
Mr*** please do let me know if you have further questionsThank you for sharing your concernOrbitz values your business and we hope to have future opportunity to serve your travel needs
Kind Regards,
***
Orbitz Customer Relations
Chicago, IL

March 2,
Revdex.com
Complaint Department - Orbitz
Re: Orbitz Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address
the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Orbitz is responding to the consumer complaint from *** *** (Revdex.com complaint ***) regarding the billing and collection issues
Upon researching the customer’s complaint, we were unable to find a flight itinerary related to the information stated in the complaint provided by Mr***Please provide the full itinerary number and or other email address used to book the reservation for further research
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

April 12, 2018Revdex.comOrbitzComplaint DepartmentRe: Expedia 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 Laura *** (Revdex.com case number ***) regarding a flightWe understand you are seeking a refund for $the cost paid to makes charges to flight booked through OrbitzWe researched this matter further and our records show a flight reservation departing March 24th returning April 1st, from Chicago, IL to Montego Bay, Jamaica with connections in Charlotte and Houston.On December 9, the Airline initiated a schedule change on the return flight changing the flight time leaving from changing MBJ from departing 11:56a to now departing 4:15pOrbitz tried to contact the customer by email on December 9, 12, and to advise of these changes and to work to find other alternatives, but was unable to reach the customer to confirm.On December 28, Orbitz was contacted by the customer regarding the airline schedule change and the customer was advised the only options available was flights with UAand UAor cancel and refund the flights, which the customer declined. Please be advised the airline initiates schedule changes and these are unrelated to the type of ticket purchased or the company from which you bought your ticketIn fact, travel agencies are rarely informed as to why the changes are madeTypically, however, airlines will change their schedules because of routing changes, severe weather, staffing problems, or maintenance issuesOrbitz regrets any inconvenience that you have experienced as a result of this bookingWe understand that these changes can be inconvenient, time consuming and not customer friendly, unfortunately as a travel agent Orbitz has no control over when or how often these changes occur.The carriers, hotels and other suppliers providing travel or other services on the Services are independent contractors and not agents or employees of the Travelscape CompaniesThe Travelscape Companies 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 Travelscape Companies have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.While we understand your concerns we are unable to honor a refund for $paid to the airlines for previous voluntary changes made to your flight which was impacted by the airlines ultimate schedule changes as this was beyond the control of OrbitzWe regret our response could not be more favorable in this matter.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,Kiki ***Corporate Customer Service

Dear Ms***, The Revdex.com has shared your recent correspondence pertaining to your hotel no show fee charges. 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 had a reservation to depart from Cancun on January and received an alert from Orbitz that your flight was now leaving an hour earlier. As the flight was departing at 135P, your alert stated the flight was now leaving at 1220p. I contacted *** Airlines on your behalf and they advised that there was a slight schedule change that your flight was now leaving at 120P, there was no notification that the flight was leaving at 1220p. Also, please know these alerts come from the airlines directly. At this time I cannot explain how this unfortunate situation occurred. I apologize for any confusion this may have causedHowever as a traveler it is the responsibility of the traveler to check their flight online for any last minute changesThe recommended arrival time at the airport prior to departure of international flights is hours. Because your flight was departing at 135p, you should have already been at the airport checkiwhen you received your alert. Please understand that flights can change, but you are still required to arrive at the airport as originally scheduledAs 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 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 ***@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 4, 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

Dear ***,The RevDex.com has shared your recent correspondence with Orbitz so that we
may assist you furtherIt is my understanding that you are upset because you feel
you were given incorrect information about the fare rules on your ticketI
appreciate the opportunity to review
and respond to youOn behalf of Orbitz, I
apologize for the disappointing experience and the frustration this caused you.After reviewing
your reservation, I do show per the terms and conditions placed on this ticket
by *** Airlines; this reservation is non-refundableAccording to my research, the booking was made
privately, meaning there was no assistance from a telesales representative to
book the ticket over the phoneDuring the booking process
before you agreed to purchase your reservation, the following was presented to
you: By clicking "Agree and Book," you acknowledge that: You will be
charged '$USD' View DetailsThe
trip cost includes your selected products/services and any applicable feesSome charges may appear
separately on your credit card statementYou agree to the airline's ticket
terms and conditionsChanges to this ticket, if permitted, will incur change
feesYou agree to the fare rules and restrictions applicable for this fareBaggage fees are NOT charged
at bookingYou have read and agree to the booking terms and conditions which
incorporate the privacy policyIf you had selected the links that are
underlined, you would have been informed of the fees to make a change, and it
states this ticket was non-refundableWhen you agree and book, you
acknowledged you had read all of this informationRegrettably, Orbitz is not
in a position to issue you a refund for a non-refundable ticket, or waive the
change fees that the airlines charge.Also, I have checked the
contact history on your Orbitz account, and found that no agent has accessed
your account since the reservation was bookedIf you called and did speak with
an agent, it seems they were giving you general information, as they did not
access your accountThese tickets are
non-refundable, and *** has a $change fee plus any fare difference that
may applyThis also means the penalty fees are more than the ticket valueYou
were charged by, and the funds for the tickets went to *** Airlines and
not OrbitzThis can be verified by checking your credit card statementAs a
travel agency; we do have to abide by the guidelines placed on the tickets by
the carrier.***, thank you for allowing
me to review this with you, and I wish we could offer a more favorable response
We appreciate your business, and we hope to have an opportunity to serve you in
the future with your travel needs.Sincerely,*** ***Orbitz Customer RelationsChicago, IL

Dear ***, The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you furtherIt is my understanding that you needed to
“courtesy cancel” your reservation, but you were not able to reach anyone at OrbitzI appreciate the opportunity to review and respond to your concernsOn behalf of Orbitz, I apologize for the disappointing experience and the frustration this caused youPlease know most airlines do give us the option to void a nonrefundable ticket within a specific time period so if there are errors madeThis is a courtesy that we make available to our customersHowever, the time period is very strict, and once the time has passed; we would no longer be able to offer this service***, as this reservation was booked on January 24, to travel on January 24, 2016; you would have needed to cancel this reservation prior to departure of the flightWe do advise in our terms and conditions that if the reservation is not canceled, and the airline tags you as a no-show; the ticket value will be forfeitedBy clicking agree and continue, you acknowledge that you have read and understand the terms and conditionsIf you are not able to reach our 24/service department before the flight departs, you have the option of canceling the reservation on the website under your “My Trips.” *** *** Airlines has declined to offer a full refund, but will only allow a refund for a very small portion of the taxes***, I wish we could offer a more favorable response, but the funds for the tickets are with ***, and not OrbitzWe appreciate your business, and we to have an opportunity to serve you in the futureSincerely, *** *** Orbitz Customer Relations Chicago, IL

Dear Mr*** The Revdex.com has shared with us your correspondence regarding
your recent experience with OrbitzIt is my understanding when you arrived at
the Iberostar Tucan and Quetzal All Inclusive - Playa del
Carmen you were moved to a different hotel due to a fire at
the
propertyYou are requesting a refund for your reservation due to the moveI
appreciate the opportunity to review your account and respond to your concernsOn behalf of Orbitz, I would like
to apologize for any frustration this has caused youPlease know we have contacted the
property to request a refund for your reservation; however, they have advised
that as you did accept the re-accommodation to the new hotel, and you did
complete your stay, no refund would be givenUnfortunately, as Orbitz is an
online travel agency we do have to abide by the rules placed on your
reservation by the propertyWe do regret your disappointment; however, Orbitz
has been charged in full for your bookings, and we are unable to offer a
refund.Mr*** we wish our response could be more favorable
We appreciate your business, and hope you will continue to use Orbitz in the
future for your travel needsSincerely,Shalon *** Orbitz Customer Relations Chicago, IL

(The consumer indicated he/she DID NOT accept the response from the business.)
I've received emails from *** *** and all she does is copy/paste the same, identical stock phrases over and over againIt is clear that while Orbitz took my money, the company does not want to take any professional responsibility for falsely advertising in-room wifi at the hotel I booked through OrbitzOrbitz keeps passing the buck to *** ***, which in turn did nothing for me while I was there, except to threaten me with physical violence when I complainedThe *** *** CEO has never responded nor forwarded my concerns, which tells me *** *** considers this an Orbitz issue, and it is -- since Orbitz pocketed my money and *** *** did not*** *** statement about having a "a future opportunity to restore your faith in Orbitz" comes across as crass and insensitiveI could have been struck in the face or elsewhere on my body by an employee at a hotel sold to me by Orbitz, and yet Orbitz refuses to make any kind of amends or compensation whatsoeverWhich tells me I'm dealing with a rogue companyI would never purchase anything via Orbitz after the shoddy, unprofessional manner in which *** *** has mis-handled my complaint

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and I will accept their resolution, although it is not to my satisfactionThe refund amount should be $($that I had to pay that I should not have to, minus $that was a charge for changing the initial departure date that I am responsible for paying)That is, the refund money is $short of what really should be reimbursed to me
However, I am in Japan and cannot pursue this matter over the phone, knowing that I will have to spend hours on hold paying international phone rateSo, although I am still not satisfied, I consider it better not to waste any more of my time or energyThere is also misinformation in their response in that I did not receive any communication from Orbitz on June as they indicateIf the resolution they are proposing was reached then, at least I would have expected some courtesy for them to contact me about it.
The bottom line for me is that I will never use Orbitz and other travel sites (I didn't realize that Orbitz is part of *** and *** seems to have other travel sites under them -- what a racket!) and I have told many of my friends what happened and they were horrified and I am sure they will spread the word to others never to use OrbitzGiven my experience with Orbitz, I sure hope that they do indeed refund the money to my credit cardI will be examining the credit card statement and if I don't see the refund in the next two cycles or so, I will be filing another complaint with Revdex.com
Sincerely,
*** ***

Dea* ***The RevDex.com has shared your recent correspondence with Orbitz so that we
may assist you furtherIt is my understanding that you booked hotel
reservation, but it was for the incorrect datesI appreciate the opportunity
to review and respond to
you.After reviewing
your account and speaking with you on the phone, please know I have spoken with
the hotel on your behalfUnfortunately, they are unable to change the dates on
the reservation you already haveHowever, if you
book a new reservation for the correct dates; they will allow the old one to be
refundedOnce the new reservation is made, please let me know, and I will get
the old one refundedIt usually takes to business days for the refund to
post to the account.*** 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,*** ***Orbitz Customer
RelationsChicago, IL

Dear Ms***,
The Revdex.com has shared your recent correspondence pertaining to your nonrefundable ticketsI appreciate this opportunity to respond to your concerns
I found that you booked a ticket on March 12, 2015, for travel on November 25, and you
purchased trip insurance with ***Recently, you needed to cancel the trip due to a death in the familyYou believe that travel insurance you purchased should cover the refund of the ticketI apologize for any inconvenience this may have caused
Orbitz has confirmed your reservation history in our website logs, as well as the underlying airline reservation systemWe have confirmed that the flight was booked correctly, with the terms and conditions of the ticket along with the insurance policy explaining the reasons for a refund presented
Orbitz, as with any travel agency, is required to apply the fares at the exact moment of your bookingThe ticket was sold with the understanding that the fare was non-refundable and certain restrictions applyAs a distributor of tickets for the airline, we do not have authorization to refund non-refundable ticketsNon-refundable ticket rules include airline waivers only in the event of the death of the traveler or spouse; this policy is consistent throughout the airline industry, and the same rules would apply if you had booked the ticket directly from the airline or another travel agency
Ms***, because *** is a third party vendor, you will need to contact them directly to process your claimYou can find the information to process a claim at ***travelinsurance.com and go to the "file a claim tab"
Thank you for bringing this to our attentionWe appreciate your business, and we hope you will provide us with a future opportunity to restore your confidence in our products and services
Sincerely,
*** ***
Orbitz Customer Relations
Chicago, IL