Orbitz

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
*** ***

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,
*** ***

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 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 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

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,
*** ***

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, 2015/07/09) */
Dear ***
The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you furtherIt is my understanding that there were schedule changes made to your reservation, and Orbitz failed to notify you
Also, you encountered long hold times while speaking with OrbitzI appreciate the opportunity to review your account, and respond to your concernsOn behalf of Orbitz, I sincerely apologize for the disappointing experience, and the inconvenience this has caused
Our aim is to meet or exceed customer expectations, and I regret that in this case, we feel short of our goal
I have checked your reservation history, and I see airline schedule changes in your itinerary historyI show we did reach out *** on January 8, about both reservationsWe were advised that someone would contact us backAlso, per Lufthansa, they did contact you as well regarding the changes
During the booking process, Orbitz presents and customers must agree to the airline fare rules and Ticket Terms and ConditionsI have copied a portion of the terms below:
Air transportation, whether it is domestic or international (including domestic portions of international journeys), is subject to the individual terms of the transporting air carriers, which are herein incorporated by reference and made part of the contract of carriageTimes shown in timetables or elsewhere are not guaranteed and from no part of this contractThe carrier may without notice substitute alternate carriers or aircraft, and may alter or omit stopping places shown on the ticket in case of necessitySchedules are subject to change without notice
I show a refund request was submitted to LufthansaPlease know this is not a guarantee but a request that has to be approved by the airlineIf approved, the refund should appear on your credit card statement within to billing cycles
The airlines do require the customer to contact them directly, especially if requesting compensationPlease contact them by sending an email to ***@lufthansa.com
We value you as a customer, and due to the long hold time, Orbitz has issued you a $USD future travel voucher to use on your next Orbitz.com flight, hotel or package bookingOur voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needs
Here are the instructions for the future travel voucher:
When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at*** Please 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 9,
*** I wish we could offer a more favorable response, but I show we did reach out to advise you of the changesWe appreciate your business, and we hope to have an opportunity to serve you in the future
Sincerely,
***
Orbitz Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (3000, 7, 2015/07/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I actually noticed after I sent my response I only might have read partially Ms Handley's comments I thank you Ms Handley I have a high blood pressure and no good sleep for the last afew months because of thisI thank you for your sincere efforts and your apology on behalf of ORBITZPlease please Ms Handley help me on bringing back my kid thats my highest priority I forgot about the vacation already and in terms of Lufthansa what happened to them I dont understand I can not even reach a live person or my mails calls never repliedDo they think they may be immune to US laws and regulations and how can be this unethical? Please remeber us on the back of your head until there is a resolution found
Again thnaks for your efforts and please continue to help me on this
*** *** Orbitz long time customer
XXXXXXXXXX
*** be Ms Handley who wrote this response was not updated by their team correctly for the latest updateI received an email from ORBITZ today stating they founded out that what we said was true as we called and disagreed these changes and Orbitz apologizes us and they tell us that they are working with Lufthansa on refunding or giving us new tickets
Ms Handley it is my sadness that I am a long time customer of Orbitz yet your answer clearly states me that you take me as not your customer dont even care about our case and as you never put yourselves in our shoes as a big company you take the easy way out although it is not correct and even your people admit we disagreed and they are continuing to work on our case you choose the easy way instead of as I said putting yourselves in our shoes and feeling our pain which was caused by your actionsI will add the email I received from Orbitz today which is admitting We called them disagreed with the changes and ORbitz apologizes us and they tell us they are working with Lufthansa to refund or get us new tickets which I expect from a big reputable billion dollar company like ORBITZ to act as any ethical business do which care and support and pay attention to their customers problems and take these injustices as somethings happened to them until they are corrected
I am stating again that We never agreed with this changeWe did not accept any changes again we should be crazy to accept these changes since as I said my son's high school graduation was contradicting this change and even as a ticket holder my son had also to attend his own graduation to graduate not to mention of us so we planned accordinglyBut schedules were changed against our wills although my disagreement they kept me on the phone to hrs made my blood pressure go up everytime I callFinally my attempts to customer relations department and talking to a manager one evening escelated this incident to your dedicated team and actually a last email I received from Orbitz today clearly admits that Orbitz found out that we called and we disagreed with these changes (why should not disagree are we crazy our son was graduating during the contradicting changed schedules) and mail actually does something very important for us,,, first time from ORBITZ we received an apology And ORbitz saying in the mail they are working with Lufthansa on refunding or accomodating new tickets
As I said again and again My family's vacation plans are ruined my tickets were confiscated by ORbitz and Lufthansa so us now instead of being at a coastal town and swimming in deep blue mediterranean waters and mingling with our extended family members and friends at our destination instead you made our destination our home staring each other and remembering what you and Lufthansa did to us and you get paid almost 7000$ for this
There is no point of waiting anymore for big billion dollar companies do please refund or give me new tickets
So what I kindly request ORBITZ please speed up the ticket refund and or changed ticket issuance process and care about us little more as your customers and pleasee do so before last week of July since as I said my your child due to these actions is currently seperated with my in-laws at the travel destination and I have to go bring her back before her school starts so please stop playing and act like a bigname good company who cares about your customers and I am able to bring my child back before it gets even more complicated interms of damages and liability and pain and suffering considering we are already suffering and in pain bringing back our kid is the highest priority now and we need ORBITZ and LUFTHANSA to come to their senses and help us resolve this and stop treating like little ants but long time real customers (which are supposed to be everything for a company)
And one final word to Ms Handley please do not retaliate whoever the team or the employees who did the investigation and sent us this mail and apologized us I worked for big companies in silicon valley before I became disabled so I have disability and limited income and could not afford to pay tickets for the immediate priority for me to go to our destination before endd of july and bring my kid back with me before end of first week of august so I need two tickets for that immediately ahich could not afford after I wasted 7000$ for nothing now please as I said I am requesting everybody there to place yourselves in our shoes and feel our pain before sending out ignorant responses and please find us immediate ressolutions before this gets out of hand intemrs of damages liability and pain and suffering more
I cleared out the name and email account and mail time date stamp of the email for considering if in bad faith Ms Handley or others in ORBITZ (which I hope that is not the case they should thank them for their findings) might retaliate the Orbbitz employee for telling the truth since I have doubts about work ethics of some of the Orbitz employeesUntil I clearly understand the sincerety
Thanks
MAil received from ORbitz today:
Orbitz
Response By Email (.....) (07/08/PM)
Dear ***
My name is We appreciate you being a part of our Orbitz Rewards programIt's my understanding that you were affected by a schedule change, and this affected the precious moment of your son's graduation since now you and your family are separated due to this unacceptable change and you would like a refund of one ticket
*** we sincerely apologize for the inconvenience this may have caused youI understand that this was a very important occasion for you and your familyWe have noticed that you have also called us in regards of this situationThis issue has already been escalated to a higher department and they have sent a refund request via email to LufthansaAs soon as Lufthansa replies you will be informed of the resolutionHowever, please be advised that the refund could not be guaranteed
We appreciate your business and hope you will give us another opportunity to fully restore your confidence in our products and services
Sincerely,
Orbitz Email Service Team
Orbitz Rewards
Instant Vacation Gratification
www.Orbitz.com
Customer By CSS Email (*** ***) (07/07/XXXX XX:XX PM)
Our schedules changed by airline and we disagreed with the change but no acceptable changes made for us despite our efforts to communicate Orbitz and LufthansaAs a result we could not use the return trip originating from LAXMy son had a high school graduation and we originally planned our trip for thatOur calls to Orbitz did not result in satisfied outcomeI need to get refund on all or atleast tickets while at least one ticket(Cengiz ***) schedule changed to for me to be able to use it
Thanks for your help in advance
your policy states it clearly as I took it from your website (we disagreed with the change from the start but no suitable tickets were issued to us) now they tell us our tickets are forefeitedWe need your help
"Occasionally the airlines must make changes to their flight schedules to accommodate changes in equipment, routing, or capacityAirlines may also make changes due to adverse weather, mechanical or crew issues
Orbitz will notify you by email if your reservation is impacted by a planned airline schedule changeHowever, sometimes we do not receive advance notice, so we always encourage you to check your flight status hours before each portion of travelClick here to check your "Flight Status"
The airline will always offer a replacement flight as a result of a schedule change, however the alternative flights are at the discretion of the airline and vary based on the rules associated with the fare of your ticket purchased, current schedules and available seats
Orbitz will always work with the airline to find you an alternative flight as close to your original schedule as possible, however if these are unacceptable then please contact Orbitz customer service."
So please help us for this unacceptable situation our family is seperated due to this
*** ***
XXXXXXXXXX
Question Reference # XXXXXX-XXXXXX
Date Created: 07/07/XXXX XX:XX PM
Date Last Updated: 07/08/XXXX XX:XX PM
Orbitz PBORBXXXXXXXXXX and Orbitz PBORBXXXXXXXXXX
Final Business Response /* (4000, 12, 2015/07/21) */
Dear ***
Thank you for the follresponsePlease know we are waiting to get a response from Lufthansa regarding the refund request for the four ticketsOnce we get a response, we will notify you immediately
*** thank you for your patience as we work with the airline to get this resolved for you
Sincerely,
***
Orbitz Customer Relations
Chicago, IL
Final Consumer Response /* (4200, 14, 2015/07/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you Jeanna there is definitely progress on the refund issueBut still our vacation is ruinedI am still having hard time trying to get the refunds
Lufthansa sent me emails saying they processed the refund for around 945$ for each ticketBut when I checked the refunds for the first two came they are around 720$ there is a 225$ less than what Lufthansa said they were going to refundThird refund did not camo yet (card ending is closed and not active I repeatedly told LH and ORbitz about this but I am ignored as usual and They told me (LH) they refunded the money to and I dont know how I will get that moneyThey dont care about me getting this money fully on time so I can arrange tickets to get my kid back which my kid is still seperated from us and I dont know how I will accomplish this since the time is now almost impossible
LH justdoesnt care I keep saying I need the money ASAP so I can arrange tickets to go get my kid back but I feel like Iam speaking to a wall
So they refunded the third ticket to a disabled inactive card(visa ending )*** from mexico Lufthansa office replied saying LH can not do any other means of refund I dont beleive it I can not even reach anybodyI am really tired about this whole thing
So just to let you knowIn the mean time I received email from Orbitz saying it will be days before the refunds are completeAm I going to get two refunds from LH and OrbitzIf not why the refund amount is less than what Lufthansa said it was going to be 945?
I will try to contact inactive visa ending to see how I can get my money back
Thanks for trying to help

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

Complaint: ***
I am rejecting this response because:The business failed to respond to claims that there were omitted hotel policies that were never listed on orbitz.comFor example there is euro fee if the smoke detector that is placed above the stove goes off at allThis kind of shady business is entrapmentOrbitz Tier Customer Service informed me that they refused to cancel the reservation even though they admitted themselves that they did not have a complete listing of possible fees associated with booking the hotelAlso the business claims I didnt request to cancel until the 28thI contacted orbitz within hours on the 25th of November to request a cancellationThey also state I submitted Best Price requests on the 26th that were deniedAfter they refused to refund me I submitted these requests in regards to not only illustrate that policies were omitted but also that the price of the hotel was cheaper almost everywhere elseAll of my claims were accepted as it was the same exact hotel.During all of this orbitz refused to cancel the reservation I made almost daily phone calls with no success with orbitz customer serviceMy bank sided with me and issued a chargeback in regards but I continued my desire to resolve the issue with orbitz as Ive heard that they will actually pursue collections even if a bank finds them in the wrong (Not sure if thats even legal)I spoke with the hotel manager who informed me that orbitz, even though they claimed that they called the hotel numerous times, simply wanted to make sure there would be no issues/fees on his end for cancelingI explained everything that was going on and they sent me an email that I later forwarded to orbitz giving permisson to cancel.I did recieve a refund from orbitz in regards and contacted my bank to remove the chargeback, which they did at my requestEven with that being said I still feel that I had a very unethical and unpleasant experience with orbitz that will result in me not using their services again in the future
Sincerely,
Neil Anderson

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

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

Initial Business Response /* (1000, 6, 2014/07/10) */
Hi Ms.***
Thank you for contacting Orbitz via the Revdex.comWe appreciate the opportunity to review and respond to your request
I understand that you received duplicate charges for your recent hotel booking via
Orbitz.comOn behalf of Orbitz I sincerely apologize for any errorIn order to review and resolve this issue, I'd need to access to your Orbitz Member Account and booking detailsHowever, the email address provided, *** is not associated with an Orbitz Member AccountRegrettably without the proper info to identify your booking, I'm unable to investigate this issue and assist
Ms.***, if you'd please provide the Orbitz Confirmation# and Orbitz Member Email associated with the booking, I will be happy to look into this issue on your behalf
Thank you for reaching outI look forward to receiving your Orbitz info
Kind Regards,
***
Orbitz Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (3000, 8, 2014/07/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The account was with my cell phone number XXX-XXX-XXXX
Final Business Response /* (4000, 15, 2014/07/21) */
Ms.***
There is only one authorized charge from Orbiz.com related to your previous booking event
As previously requested please provide the billing statement showing the posted Orbitz Charges in question; as well as the contact info for your bank , we will be able to move forwardWe'll be able to review the transactions more thoroughly, hopefully finding the discrepancy, and either provide documentation for your financial institution via Revdex.com or direct fax to your bank; and/or for your records
Therefore, we do need your submittal of bank record of the transactions your stating are in errorOur goal would be to investigate each transaction in hopes that with documentation, any authorization being held by the bank in error will be manually removed with an Official Merchant Release Request
However, we are not responsible for bank errorsIf the financial institution is still attempting to "clear" or "process" failed transactions, using prior authorization codes, this is not an issue for Orbitz can resolveThe bank must "stop" acting on your accountAs we mentioned, Orbitz has made no "new" requests
Ms.***, please do provide the necessary info from your bank records, the contact info for financial institution, and any "special instructions" or procedure your bank requires for "Merchant Release" requestOrbitz will then be able to contact the bank for further investigation of this matterHowever, please know, due to security some financial institutions prohibit third parties from accessing customer accounts without expressed authorization; and non-U.Sbanks may have differing rules, policies
Also if you'd prefer a conference call with your bank and Orbitz just provide a few times Monday - Thursday 10AM-4PM Central Time, that would be convenient for youOur team would be able to "schedule a phone appointment", contact you and conference your bankOr you may contact Orbitz Customer Service at*** at your convenienceOrbitz Customer Service Supervisors are also available 24Hours per day and are able to assist with banking, billing issues
Thank you for your patience during our review of this issuePlease do contact our team via the Revdex.com and provide the necessary info and/or contact Orbitz Customer Service via phone at your convenience if further assistance is needed
Kind Regards,
***
Orbitz Customer Relations
Chicago, IL
Final Consumer Response /* (4200, 13, 2014/07/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My bank is capital one X-XXX-XXX-XXXX, my merchant saw that there was multiple charges that orbitz attempted, not only two that was voided there where other charges that my merchant declined afterMy merchant called orbitz while I was on the phone to dicuss what they where seeing on their end

Initial Business Response /* (1000, 5, 2015/08/28) */
Dear Mr***
Per our phone conversation today, I have contacted our sales representative at***
to assist in authorizing either a waiver for a refund of the original ticket for *** or an authorization to change the name on the
existing ticketI will also continue to monitor the booking for updates by our Customer Service representatives
Thank you for reaching out to us in this matter, we appreciate your business
Sincerely,
***
Orbitz Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/09/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told by the orbitz customer relations associate that they would assist in authorizing either a waiver for a refund of the original ticket for the party in need of name change or an authorization to change the name on the existing ticketNeither was deliveredInstead another customer service agent*** told me that there was nothing more they could do unless I wanted to cancel my flight and pay 500$ cancellation fee per ticketThat is more than 300$ per letter when all that needed to be done was add an UEL to*** to make***UELSeriously, how is this impossible? The customer's name, date of birth, passport *** and demographic information all would remain the sameThe fact that they are ok with allowing an airline that they work with to charge 1000$ for three letters just to update a current ticket is absurdI also called on Tuesday Sept 1st and was told a reply would be given within hoursOne was not receivedIt took nearly two weeks and over 4hrs of phone time to address this issueDue to the fact that Orbitz is unwilling to stand up to the airlines on my behalf I now will have to include the credit card company in attempt to get my money back, if it is even possible
Final Business Response /* (4000, 9, 2015/09/09) */
Dear Mr***
With regard to the waiver requests through the airline, we made the request initially two weeks ago
Changing a name on an existing ticket unfortunately is not a simple matter.*** Airlines issued the ticket, not Orbitz, and their fare rules apply.*** does not allow name changes, so this further complicates the issueMost airlines, including U.Sdomestic carriers also do not allow name changes
They specify the name must match what appears on the passport
When working with our airline vendors, especially foreign carriers, the response time may be very prolongedIt is not uncommon for it to take several weeks to receive a responseWhen I spoke to you on the phone, my suggestion was to rebook the ticket under the name***, and then we would work with*** to request a waiver for a refund of the original ticketUnfortunately, this process is not instantaneous and may take quite some timeThey did respond to me yesterday and asked for the new
ticket informationWhen I looked at the bookings, however, I noticed that you did create a new booking under the name of ***, but there now appears to be another booking for yourself, along with the new one for himLooking further, I am not showing you canceled the previous booking you hadIt appears that you changed the very first flight on United from San Francisco to Las Vegas to a different flight timeThe original booking for you for the United flight departing at 409pm is still showing confirmed, as well as space on the other flightsIn this case it is now double booked, so in order to prevent your booking being canceled by the airlines, it is necessary for you to cancel the booking that you will not be usingThe original booking is under Orbitz locater ***The new booking is under Orbitz locater*** If you will not be using the original booking under ***, this should be canceled, so as not to hold duplicate spaceFor future, it is best to make changes to an existing booking, rather than create a new booking separately
I am still working with*** to try to secure a refund on the original ticket for ***
Thank you,
***
Orbitz Customer Relations

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

Dear Ms***,
Roman"> The Revdex.com has shared your recent correspondence pertaining to your disappointment in our services, and your refund requestI appreciate the opportunity to respond to your concerns With the information provided in your correspondence, I am unable to locate the booking in question. If you could please forward your confirmation number, and more information regarding the problems you have encountered, we will be happy to review and address your concerns Ms***, as soon as the requested information has been received, we will review and address your concerns Sincerely,
*** ***
Orbitz Customer Relations