Orbitz

Complaint: ***
I am rejecting this response because:Dealing with Orbitz has been one of the most infuriating experiences of my life From their general lack of care to the enormous amount of other frustrated customers I have run into, I'm surprised they are still in business The email associated with the debaucle: ***@hotmail.comItin# ***
Sincerely,
*** ***

Dear Mr***, The Revdex.com has shared your recent correspondence pertaining to the rate issue with your booking under Orbitz locator *** at the *** - *** Vacation Club VillasOn behalf of Orbitz, I apologize for any disappointment this has caused, and
appreciate the opportunity to review your account and respond to your concernsWe were notified that there was a problem with confirming some reservations at the rate reserved for your travel datesHotel rates displayed on Orbitz are manually entered either by the property directly or their respective serviceUnfortunately, the service which handles entering these rates for *** made an error while entering rates for some room typesMr***, please know that this issue will not be affecting your reservation, and your booking has been confirmed at no additional costOn your reservation, you will not be requested to pay any difference in rate upon arrival at the propertyMr***, we apologize again for any inconvenience this has caused, but happy that we were able to correct this issue on your behalfSincerely, *** *** Orbitz Customer Relations Tell us why here

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

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

Complaint: ***
I am rejecting this response because: this is my complainant exactlyI understand the airline changes their schedule from time to timeHowever, it is also reasonable that if the schedule change does not work for the customer as this schedule conflicts with other plans I already have, there should be an option to change the flightIt simply cannot be forced on the customer and then require them to pay $to change the flight as Orbitz is requiringI bought a ticket through Orbitz they should have some sort of solution for meIt is not acceptable for Orbitz to be willing to sell me a ticket and then point the finger at the airline when I need assistance
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:They are saying that the deal is from a "membership" website, which to me means that you have to be an exclusive member to get the dealThis is not the case as anyone can go on *** and get the deal and what the requirements were is that anyone in the public could obtain this deal. I think they should not be able to post "best rate guarantee" if they have things in the fine print that their representatives don't tell you about or won't take websites open to the public that anyone could getAs a customer I rely on the rate guarantee to not purchase other rates, and then after going through all of this "claim" work I would have missed out on the deal from the other website and I do not think that is a fair policy.
Sincerely,
*** ***

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

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 were not advised you would be charged in USD instead of CAD for your reservation confirmed under record locator
***I appreciate the opportunity to review and respond to youOn behalf of Orbitz, I apologize for this frustrating experience and any inconvenience this has caused for youPlease know that Orbitz is a US based company; therefore, all the fares on our website are in USD unless otherwise notedWhile we understand, some online booking sites have the functionality to provide costs in the currency of the customer’s choice; regrettably, Orbitz.com has yet to add this featureOur search results, review, confirmations, and fees are all provided in U.SDollarsWhile we expand to regions outside the U.S., we have updated many options and offerings for our customersHowever, at this time, Orbitz.com does not provide any functionality in non-U.ScurrencyThe airline and not Orbitz collects payment for the actual airfareIn some cases based upon the airline and customer banks, the bank may collect conversion feesThese charges are not included in our quote, nor are they within Orbitz controlI also show the credit card you used to confirm your booking had a Canadian billing addressThere can be a difference in the amount charged once converted to the currency used by your credit card company. After reviewing your account, I do show the reservation was canceled***, I do see you are a loyalty member with a current balance of $In the appreciation for your continued business and support, I have placed $loyalty points in your accountOur Loyalty program is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needsThe points are available for you to use immediately toward a prepaid qualifying hotel booking***, thank you for allowing me to review this with youYour business is truly valued, and we hope to have an opportunity to serve you in the future with your travel planning needsSincerely, *** *** Orbitz Customer Relations Chicago, IL

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

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: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,
*** ***

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

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

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,
*** ***

Dear Joseph, Thank you for the quick response, and again, I do apologize for your continued disservice with OrbitzWe certainly empathize with the inconveniences you encounteredPlease know we are still researching the informationMeanwhile, can you forward me the receipts showing the amount you paid for the car rental and gas? Sincerely, Jeanna ***
Orbitz Customer Relations Chicago, IL

Complaint: ***
I am rejecting this response because:
As repeatedly explained to you, I was UNABLE TO REACH ***.COM's CUSTOMER SERVICE DEPARTMENT ON FEB 4th, since I was repeatedly disconnected after multiple attempts This was due to ***.com's phone system not working properly, as was confirmed on Feb 6th by its customer service representative, ***I am done with my futile attempts for ***.com to have the opportunity to be a reputable organization. It appears to me that ***.com is purposely making it very difficult for a consumer to adhere to its hour cancellation policy, since it has an unreliable phone system, it outsources its customer service to another country, and does not allow for my tickets to be cancelled on it websiteFor the record, I am a business lawyer and business owner, and cannot believe how poor your customer service isBased on my negative experience with ***.com, if I dont have a full refund today, I am requesting the Revdex.com provide ***.com with a negative review.
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,
*** ***

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

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,
*** ***