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Reviews Travel Agency Orbitz

Orbitz Reviews (2427)

Borderline criminal fraud, I booked an international flight business class, the domestic portion showed first class, when I reviewed my tickets they listed coach domesticI am presently on the phone where I have been for 2:I demonstrated that they were wrong and basically have been to deal with itI asked to speak with Carla's supervisor, she's now put me on hold for more than an hourThey advertised one class, I bought that class but received a different inferior ticketOrbitz could not care less about their customers

I was over charged for my car rental and Orbitz refuses to refund any fees because it was a 'package deal'I reserved the car for days, had it for days, and was charged for Nowhere was I informed that I was not allowed a single piece of luggage without paying a feeNowhere was I informed I would have to pay a fee for a seat on the airplane I had purchased a ticket forI was charged a total of $for bags and seat assignmentsEveryone is getting greedy and giving less for more and Orbitz is a prime example of screwing over the customerI called to complain times to customer service.They didn't want to stop talking long enough for me to say what I called to sayI would ask them to stop talking long enough so I could voice my concern and each time I was hung up on

Dear Ms*** Thank you for your continued patienceAfter further review of your reservation we have determined that the agent who booked your reservation did in fact recap the name of the hotel as well as the address of the property during the booking process and you confirmed this information was correctTherefore, we do not show this was an Orbitz error as the information was recapped and agreed upon before the booking was completedNevertheless, we have reached out to the Grand Fiesta Americana Coral Beach Cancun and have requested a refund for your reservationOnce I have received a response from the hotel I will contact you immediatelyIf you have any questions or concerns before that time, please let me knowSincerely, Shalon *** Orbitz Customer Relations Chicago, IL

I have had an extremely negative experience with OrbitzI was scheduled to travel in August of with Qatar AirwaysDue to an emergency I could not travelTrying to get a rebooking or cancellation was a nightmareEach time I called I would get a different storyNone of the represetatives would give a confirmation number or email so that the next time we called, they conveniently changed the storyAlthough Qatar airways said they charge $for cancellation, the Orbitz rep told us we would lose the entire amountWe had to spent several hours with a representative and supervisor to finally get the cancellation and refund (with the penalty)The experience was harrowing what with being bounced back and forth between Orbitz and QatarInitially Orbitz said that we had to rebook by January but could then travel any time within the following yearThen they changed their story and said that we had to travel by the January

Initial Business Response /* (1000, 5, 2015/01/27) */
Dear Ms.***
The Revdex.com has shared your recent correspondence pertaining to a fare rule violation along with general customer serviceI appreciate the opportunity to review your account and respond to your
concerns
From your complaint, you booked tickets on July 24, for travel on November 19, After the booking was made, you needed to change the date of the trip contacting customer service, believing this to be a seamless processThis, however, was not the caseYou believe that Orbitz controls the terms and conditions of the tickets booked via the siteYou are asking for compensation based on the time to exchange along with the legitimacy of the customer service representatives involved with the exchangeFurthermore; your perception of Orbitz has become discontented due to the service you have received
Ms.*** I do understand your frustration and concerns, as airlines continue to add various charges in order to maintain costs; travel can be a hectic experience, and Orbitz does try to meet the expectations of our customers with current information made available on the website along with knowledgeable and comprehensible staff
According to the documentation, the first contact regarding the change was on October 7, 2014; regrettably, I am unable to review the call as there is a 30-day timeframe for reviewing after the date, the data is re-cycled by the vendor
The request was to change the date of the trip for August 28, 2015; as the validity of the ticket was July 24, 2015, Orbitz was unable to process the exchange based on the validity
As a travel agency, Orbitz is required to apply the applicable airline fare rules at the exact moment of the purchaseThe ticket was sold with the understanding that the fare was non-refundable and certain restrictions applyTickets and or credits are valid from one year from the date of purchase; in your case July 24, If the credit or ticket is not used by the validity date, the entire amount of the value is forfeited by the airlineThis is the policy of the airline, not Orbitz
Please understand Orbitz is only a purveyor of tickets for airline carriers we display on our siteThis entire fare was paid to the respected airline, and Orbitz is required to adhere to all the airline's rules and restrictionsIf you review the credit card statement, on the date of purchase, all funds collected for the tickets were charged directly to*** not Orbitz
Currently, the tickets in question have been exchanged directly by the airline,***
Nevertheless, I do understand your point; due to the circumstances along with your patronage to Orbitz, Orbitz would like to offer you a $future travel voucher on your next Orbitz.com bookingOur designated travel voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needsThis is the amount of the airline imposed exchange fee per ticket
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 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 January 27,
Lastly, I do see you are a Loyalty Member with a current balance of $I would like to place additional loyalty points in your account
Therefore, the total amount of compensation is $
We take our customers' comments very seriously, and I thank you for your honest feedback albeit the result was not what you were expecting
Ms.*** thank you for your considerable loyalty to OrbitzWe appreciate your business, and we hope you will provide us with a future opportunity with your travel needs
Sincerely,
***
Orbitz Customer Relations

Initial Business Response /* (1000, 5, 2015/04/15) */
Hi Mr.***
Thank you for contacting Orbitz via the Revdex.comUnfortunately our records do show that the booking attempted April 7, under Orbitz Member Email *** was immediate cancelled due to
security concernsFull refund/release to the card on file should process within business daysWe apologize for any inconvenience or disappointment
Please understand, Orbitz takes immediate action whenever Orbitz Member Account security, credit card authorization, or bank protocol compromisedWhen such events occur, the card and/or IP may be temporarily "blocked" from use via Orbitz.com to ensure no further occursUnfortunately, Orbitz service teams do not investigate these matters and are not able to "override" these determinationsTherefore, as you were advised, any questions regarding this security issue would be "fielded" by the Security Team - at ***@Orbitz.com
Mr*** , we do understand that members may contact Orbitz via phone for explanation of such eventsAs you mentioned, our record show you called into Orbitz within an hour of the booking and cancellation eventUnfortunately, our security policy forbids certain info from being shared via phone in these instancesPlease understand, as a matter of protecting customer accounts, adhering to bank alerts, and ensuring no inadvertent error in providing or verifying sensitive info occurs, once an account has been "flagged" only a select team is permitted to investigate and "share" info; and/or remove any "alert"
We sincerely apologize but our security, internal and otherwise, while seemly overzealous, is strictly enforced to protect our members; as well as the company
Unfortunately, as a result of this cancellation, I understand you've been unable to rebook - you've stated that the funds are still heldThis should not be the case as the transaction was voided immediatelyOur representatives were not intending to mislead you in any way - they stated what would usually transpireHowever, your incident in review has proven to be "unique"Therefore, if you'd provide your bank contact info and fax number, I will be happy to send a formal "Merchant" Release
Please understand although Orbitz is not the "Merchant", the airline would collect/debit payment for airfare, our request on your behalf may be acceptedIt would be up to your bank's policy whether or not any "third party" request would be honoredPlease know for privacy's sake, and/or if you'd prefer, Orbitz Service via phone is also able to conference your bank in "real-time" to review any pending charge issue
Mr.*** I empathize with you and regret that this has been such a difficult experienceI understand from your perspective that there was no "issue" with the card or transaction; and I must respect that positionFrom a review of the account, I did find that Orbitz Service issued a $75USD Orbitz Prepaid Hotel Vacation Package, or Air Future Travel voucher (#XXXXXXX)Our voucher was offered as a gesture of goodwill and sign of our commitment to serviceThe voucher redemption instructions were sent via email to member address on filePlease do let us know if you have any further questions or concerns
Thank you for providing an opportunity to review this event
Sincerely,
*** ***
Orbitz Customer Relations
Chicago, IL

November 19,
Revdex.com
Oribtz.com - *** *** * *** ***
Complaint Department
Re: Orbitz Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Orbitz, Incregarding an issue from our
customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Orbitz, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Orbitz, Incis responding to the consumer complaint from Mrs*** *** (Revdex.com case number ***) regarding a flight exchange
Our records reflect this matter was resolved on November 9, when the customer was assisted by a corporate supervisor who was able to re-book the four flights (three seats plus an unticketed infant) departing from FtLauderdale, FL on December 26, flying to New Jersey aboard *** ***. Those tickets are currently held and confirmed by *** *** Airlines
With regard to the issue of the customer needing flights from New Jersey to Florida for an earlier date; the flights she currently has are one way tickets. The tickets from Fort Lauderdale to New Jersey are the “outbound” tickets and the airline would not allow us to add an earlier flight, that would become new outbound tickets, converting the itinerary to a round trip. She would need to book independent one way flights from New Jersey to Florida for her trip.
Orbitz regrets the difficulty experienced by Mrs*** in trying to exchange her flights, necessitated by Hurricane Irma. Orbitz never charges a change or cancellation fee, however our company serves only as a third party booking intermediary for travel companies, including the airlinesAs such, we are bound by the terms and conditions, and fare rules, set forth by the vendors. In the case of airline tickets, Orbitz can only assist in facilitating the changes allowed by the validating airline and the fare rules of the original ticket. We realize this can, at times, be confusing and frustrating. Any change fee or penalty is dictated by the airline and the funds are retained or charged by the validating carrier
It is never our intention to inconvenience our customer, and as a courtesy, we have provided Mrs***’s online Orbitz account with a $Orbitz Travel Coupon that can be redeemed toward the future purchase of an Orbitz Special Rate Hotel, either as a standalone reservation or in a Vacation PackageThe coupon is valid for one year from the date of issue and is immediately accessible within her accountWe hope she will allow us the opportunity to improve upon her experience in the future
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

Complaint: ***
MAIN ISSUES: I am rejecting this response because to clear violations they did not address:The hotel added on extra charges AFTER agreeing to the costThey did not address that issue at all until the confirmation email(Cleaning costs, $120!!!)The hotel required a $deposit, which was also not mentioned until the confirmation email, bringing the cost of a 2-star hotel up to almost $I would not give the hotel a deposit had I stayed there because they repeatedly hung up on me when I tried to contact themI would be foolish to trust them.Orbitz can't ignore thatI believe it is called "bait and switch":Sell me one thing, then withhold if I don't pay moreIs that really legal?OTHER ISSUES:- Let's not forget the fact that Orbitz charged a $service fee on a $hotel roomYes, I made a mistake and agreed to that too quickly, but their "zero tolerance policy" for mistakes is clearly not in line with this century's commerce practices, especially when I called immediatelyThey can point to their policy and shrug their shoulders, but I thought the Revdex.com is supposed to be about better businesses, not letting them get away with substandard policies out of line with modern e-commerce

Dear Mr*** The Revdex.com has shared your recent correspondence pertaining to your refund for your airline ticket on Spirit Airlines. I appreciate this opportunity to respond to your concernsIt is my understanding you made a booking on December 30, on Orbitz’s
website for an airline ticket on Spirit Airlines. However, you go on to say you made the booking in error. On December 30, you contacted Orbitz Customer Service to cancel your airline ticket. Because Spirit Airlines does not allow for Orbitz to cancel or modify existing bookings, the Orbitz Customer Service Agent, advised you that you will need to contact Spirit Airlines to cancel your booking. As an agency, Orbitz needs to abide by the airlines cancel policies I apologize for any inconvenience this may have caused. Today on your behalf, I contacted Spirt Airlines and spoke to a Spirit Airlines’ agent. The Spirit Airlines’ agent advised me that your booking has been cancelled and ticket has been refunded for the full amount on December 30. Per Spirit Airlines allow to days for the refund to processMr*** thank you for bringing this matter to our attention. We value your business, and hope you will provide us with a future opportunity to restore your confidence in our products and servicesSincerely, Luisa *** Orbitz Customer Relations Chicago, IL

Dear Mr***
The Revdex.com has shared with us your correspondence
regarding your recent Orbitz experienceIt is my understanding you are
requesting a refund for the checked baggage fees you incurred on your recent
trip to New Delhi as you state you were
misinformed regarding the airlines baggage
policyI appreciate the opportunity to review your account and respond to your
concerns
On behalf of Orbitz, I would like to apologize for any
frustration this has caused you
Please know on your outbound flight to New Delhi as your
first flight was with United Airlines you do have to adhere to their checked
baggage rules and not Air India’sI understand you state you contacted Orbitz
before you made the booking on May 11, 2015, and they advised it would be Air
India’s baggage policy that you follow; however, upon further review we do not
show an agent accessed your account until December 5, Unfortunately, as
we cannot verify the information provided to you, Orbitz would not be in a
position to process a refund for the additional amount United Airlines charged
you for your baggage on the outbound flight
Mr*** I have verified with Air India that your
tickets only allowed free checked baggage for the return flightAs the information
provided on the Orbitz site does state Air India allows free checked bags,
Orbitz will provide you with a refund for the fees charged for the second bag
on your return flight, from New Delhi to Detroit, once you have provided me
with the receipt for the chargesYou can scan and attach them to your reply, or
you can fax them to my attention at 1-800-520-
We appreciate your business and hope you will continue to
use Orbitz in the future for your travel needs
Sincerely,
Shalon ***
Orbitz Customer Relations
Chicago, IL

October 5, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted]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 attention. Orbitz 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 Rod [redacted] (Revdex.com case number [redacted] regarding a flight reservation. We understand from the customers complaint he is unhappy about the price increase and is requesting a refund of the difference. Our records indicate that on September 27, 2016 the customer self-booked a package reservation for five travelers. The customer purchased a fourteen night hotel reservation at [redacted] Resort by [redacted] Vacation Rentals checking in on December 10, 2016, and checking out on December 24, 2016. The customers flights were operated by United, departing from [redacted] OR to Orlando, FL on December 10, 2016 and returning on December 24, 2016.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. We utilize a live inventory system for our flight reservations. The inventory is updated regularly as purchases are made and prices change. These updates are directly linked to the vendors availability. We regret if the customer felt the prices were not competitive. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued.Our records reflect that this complaint was resolved on October 3, 2016 when Mr. [redacted] contacted out customer service and one of our agents was able to successfully issue a refund of the difference totaling $320.00. The amount of time it takes the customer to receive depends on the customers banking institution.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

May 9, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O-[redacted]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 attention. Orbitz 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 [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from Mr. [redacted]’s complaint he is requesting a refund for a flight reservation.Our records indicate on February 4, 2016 the customer self-booked a one-way flight reservation using Orbitz.com for one traveler. The flight reservation was operated by [redacted] Air, with flights from New York departing on February 5, 2016We can confirm that Mr. [redacted] contacted Orbitz on February 4, 2016, to cancel the reservation. Our agent immediately canceled the customer’s reservation. Since the flights were successfully voided the same day of purchase, the authorization of $1,208.46 should have been released back to the customers card. These authorizations typically release within 24-48 hours. We recommend that Mr. [redacted] contact his bank for more information regarding these authorizations and timeframes for their release. Orbitz regrets any inconvenience the customer encountered, however, we are unable to honor his request for a refund or compensation.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,[redacted]Tier 3 Customer Service

November 30, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted]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 attention. Orbitz 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 [redacted] (Revdex.com case number [redacted]) regarding customers calling his business.After discussing the complaint with Mr. [redacted] we have agreed to internally research this matter. We would like to apologize for the inconvenience he have experienced and hope to resolve this matter quickly internally.If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,[redacted]Tier 3 Customer Service

Complaint: [redacted]
I am rejecting this response because:When somebody makes a purchase on a USA company, they are charged in US dollars and not charged foreign conversion fees if the charge and purchase is made within the US. Thats what I did. Orbitz may choose to do their business with whomsoever they want, but when they sell to me, it cannot cost me more than they have promised, which is the US dollar amount in which I agreed to the purchase on.I live in the USA, my credit card bank is US based, and so is Orbitz. Hence, Orbitz needs to ensure that I'm not charged more than what I agreed to which is $976.Secondly, Orbitz Supervisor DID say clearly to me that he was going to send me an email and requested that I sent him my credit card statement with the additional charges I incurred, and that he would refund it once he saw the statement. Infact, Orbitz rep told me the same thing too. But now, the response I received here is completely opposite of what I was advised earlier. This is a clear indication that different people at Orbitz are applying different policies, including the person that provided the response from Orbitz. With that said, I'm clearly being treated unfairly here...because as per your Supervisor [redacted] advise and Rep [redacted] advise, you guys are clearly providing the compensation to other customers just like me.  So my question here is...Why am I being discriminated against?I urge Orbitz to investigate this matter thoroughly with its Supervisor and Rep..because it doesn't look like they have been trained to leave full notes properly. And when such investigation is done, they'll realize how much their company is lacking on good and consistent customer service, due to lack of effective communications amongst themselves.Frankly, while the response I received from Orbitz says that Orbitz is disheartened that they couldn't resolve my concern and had to bring it to Revdex.com, I highly doubt it...the only take away i'm getting here is they just sent a third person on the forefront to try to pacify the situation, and not exactly RESOLVE IT. If Orbitz wants to continue to have my business (which I give them a LOT of..please see your records...which I dont think they've had the chance to review yet), I urge them to consider looking at Practical Resolutions for situations like these with their Platinum Customers, rather than wasting my time with trying to pacify me by saying they're disheartened. With the amount of my time being wasted on the phone with Orbitz agents and NO RESOLUTION YET, I really ask if Orbitz is leaving me with any good reasons to continue to remain a Platinum customer with them. 
Sincerely,
[redacted]

Dear [redacted], The Revdex.com has shared with us your correspondence regarding your recent experience with Orbitz. It is my understanding you are requesting a refund for the insurance purchased for your flight to Milan. I appreciate the opportunity to review your account, and respond to...

you. On your behalf I have contacted [redacted] Assistance to request a refund for the policy you had purchased; however, they have advised that a refund cannot be given for this policy. Unfortunately, as the insurance company has denied a refund, Orbitz would not be in a position to process a refund. Nevertheless, we do value you as a customer, and as a gesture of sincerity for your disappointing experience, we have added the amount of $103 in Orbucks to your account. They are valid until January 17, 2017 and are available to be used towards your next qualifying prepaid hotel booking. [redacted], we appreciate your business and hope you will continue to use Orbitz in the future for your travel needs. Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

Dear Ms. [redacted] The
Revdex.com has shared your recent correspondence with Orbitz so
that we may assist you further. I am unable to locate your account with the
email address used to forward your correspondence. If you would please forward
me the Orbitz record locator and email...

address associated with the account, I
will be happy to review. Thank
you,  Luisa [redacted]Orbitz
Customer RelationsChicago,
IL

Dear Ms. [redacted],   The Revdex.com has shared with us your correspondence regarding your recent experience with Orbitz. It is my understanding you were upset with the quality of the [redacted] Casa de Las [redacted] Hotel - Adults Only - Historical Downtown and you are requesting...

a refund for the reservation. I 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 you. Please know Hotel properties or their representative companies provide their own content information on the Orbitz website, which includes the star rating, location, amenities, and property description.  Orbitz relies solely on each hotel to provide us with accurate descriptions of their properties. Also, in response to consumer requests, Orbitz now includes customer feedback and ratings relating to their experience at hotel properties shown on our website.  This information is included in the “Reviews from our users” section shown during the hotel selection process.  This valuable information may be used in helping you to determine your choice of hotel. These ratings are unbiased and are in no way meant to indicate an endorsement by Orbitz or the hotel property.   We also encourage you to leave such a review for this property.  Go to the My Trips section of the website, where you’ll find a link asking about your recent experience.  We truly value our customers’ feedback and hope you will participate. When we do learn of situations like this, Orbitz takes immediate action to prevent any unfavorable experiences for our customers.  In this case, I have notified the appropriate parties and they are currently in the process of reviewing this complaint.  Our hope is that this valued criticism will allow them the opportunity to make improvements where necessary and therefore, modify how their property is presented to the public.  We thank you for bringing this to our attention.   Ms. [redacted], we do regret your disappointing experience; however, we have contacted the property on several occasions and a refund has not been granted. Orbitz has been charged in full for your bookings, and we are unable to offer a refund.   Nevertheless, we do value you as a customer; therefore, as a gesture of sincerity for your disappointing experience we have added $200 in Orbucks to your account. They are valid until April 10, 2017 and are available to be used on your next qualifying prepaid hotel booking.   We appreciate your business and hope you will continue to use Orbitz in the future for your travel needs. Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

October 24, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #[redacted]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 attention. Orbitz 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 [redacted] (Revdex.com case number [redacted] regarding a hotel reservation. We understand the customer is requesting a refund of his hotel reservation.Our records indicate that on August 23, 2016 the customer self-booked a hotel reservation for three travelers. The customer purchased a seven night hotel reservation at the [redacted] Peninsula All Inclusive, checking in on September 9, 2016, and checking out on September 16, 2016.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Based on the cancellation and change policy agreed upon by Mr. [redacted] at the time of purchase, We understand that sometimes plans fall through. We do not charge a cancel or change fee. When the hotel charges such fees in accordance with its own policies, the cost will be passed on to you.The customer first called our customer service on September 16, 2016 requesting a refund of the reservation due to the quality of the hotel. Our records reflect that multiple emails have been sent to the [redacted] Peninsula All Inclusive requesting a refund of the unused nights. Each email was responded to by the [redacted] Peninsula All Inclusive denying the customer’s request for a refund. We sincerely regret that we are unable to offer a more satisfactory response or resolution to Mr. [redacted]’s concern. At Orbitz we try as much as possible to provide not only excellent customer service but we also try to exceed what is expected of us. However we know that there are some instances when policies associated with the purchases made on our website cannot allow for a resolution that is more favorable to our customers. We are not trying to discharge ourselves from any responsibility; we only want to convey that we were able to provide Mr. [redacted] with the necessary information related to his hotel purchase before our system asked her to complete the reservation online.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

January 05, 2017 Revdex.com Orbitz – Alaska, Oregon & Western Washington Complaint Department Re: Orbitz Case #: [redacted] 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 attention. Orbitz 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 [redacted] (Revdex.com complaint [redacted]) regarding a refund request for a flight reservation. Our records show on December 17, 2016, Mr. [redacted] self-booked an Orbitz.com airline reservation via booking number [redacted], with a trip start date of February 09th, 2017. We understand from Mr. [redacted]’s complaint, he was advised the reservation was not completed successfully and a new one had to be made. Mr. [redacted] was advised that the difference in fare for the new reservation would be refunded. Mr. [redacted] is requesting a refund of $238.98 for the difference between the new and old ticket he was advised to purchase and two booking fees of $6.99USD. We have processed a full refund of $238.98USD. This has been documented on the customer’s Orbitz account. Orbitz’s goal is to provide an exceptional customer experience. We do regret any inconvenience Mr. [redacted] has encountered in resolving this matter. As a refund has been given to and the issue has been resolved to Mr. [redacted]’s desired outcome, Orbitz considers this matter closed. 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, [redacted] Tier 3 Customer Service

Complaint: [redacted]
I am rejecting this response because:I'd like a partial refund. I was put on hold for over 2 hours after a rep told me a manager would get on the line. That was done on purpose. I want a partial refund the difference of the ticket and the new price Orbitz sent by email which was $175.
Sincerely,
[redacted]

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