Orbitz

May 2, 2017
 
Revdex.com
Complaint Department - Orbitz
 
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 the best price guarantee refund request. 
 
Our records show on June 29, 2016, Ms. [redacted] self-booked an Orbitz.com flight and hotel package reservation via booking number [redacted] in the amount of $2,156.28. We understand from the customer’s complaint, she found a lower of $2,043.32 and a best price guarantee application was submitted. Ms. [redacted] also stated Orbitz is not complying with the best price guarantee rules and is requesting a refund of the price difference.
 
Orbitz’s goal is to provide an exceptional customer experience, as a one-time courtesy, a credit in the amount of $112.96 was processed to the form of payment on file. We do regret any inconvenience she has encountered in resolving this matter. As the issue has been resolved to the customer 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]
Corporate Customer Service

Initial Business Response /* (1000, 5, 2015/06/18) */
Mr. [redacted],
The Revdex.com has shared your recent correspondence pertaining to your original seating assignments no longer showing confirmed. On behalf of Orbitz, I apologize for any confusion, and appreciate the opportunity to...

review your account and respond to your concerns.
I certainly apologize for the information provided by [redacted] and that the reasoning for your seating assignment change was not properly explained when contacting Orbitz or the airline. Please know that Orbitz does not access an account to change seating assignments unless it is specifically requested.
Mr. [redacted], your seating assignments were changed due to the airline imposed schedule changes that occurred on your flights back in March. When the airline changes a flight schedule, the new flight segment will be added to the record for confirmation, but your original seating assignment is not carried over with the change. Seating assignments will be based on what is available on the new flight being offered when the change occurs.
Mr. [redacted], we certainly regret your disappointment; however, this is not something that is in the control of Orbitz. I am not able to cover the costs to upgrade your seating assignments; however, as a gesture of our sincerity, Orbitz would like to offer you a $75 USD future travel voucher on your next prepaid Orbitz.com airline, hotel or vacation package booking. Our voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning 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 [redacted]@Orbitz.com. Please reference case number XXXXXXX and my letter offering the $75 voucher in your request. Orbitz will then issue a credit to the card used for the new booking. This offer is valid until June 18, 2016.
Mr. [redacted], thank you again for the opportunity to address your concerns. We appreciate your business, and we hope you will provide us with a future opportunity to serve you with your travel planning needs.
Sincerely,
[redacted]
Orbitz Customer Relations

June 10, 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 hotel reservations. We understand the customer is requesting that Orbitz honor his Best Price Guarantee submission for the amount of $65.15.Our records indicate that on April 28, 2016, the customer booked hotel reservations – itinerary [redacted] – using the self-service tool on the Orbitz website. Hotel accommodations were at The [redacted] Resort, Hotel and Casino, checking in May 27, 2016, for two nights. Upon further research, we were able to confirm on May 22, 2016, the customer submitted a Best Price Guarantee online. On May 25, 2016, Orbitz processed a refund in the amount of $65.15 for the Best Price Guarantee back to the customer’s original form of payment. The amount of time it takes to receive a refund depends upon how quickly his credit card company processes refunds.We hope that with the information provided, we have addressed all of the customer’s concerns and look forward to assisting them further with their future travel needs.If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,  [redacted]Tier 3 Customer Service

Dear Karmandeep, The Revdex.com has shared with us your
correspondence regarding your recent experience with Orbitz. It is my
understanding you are upset the flight to New Delhi on December 20, 2014 was
canceled and you had to pay extra money for a new flight. 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. After further review of the reservation we do show the
reservation was canceled due to a schedule change that was initiated by Air
Canada. Please know we do apologize for your disappointment in the airline
schedule change that affected your flight. As an online travel agency, we do
everything we can to work as advocate for our customers and make sure that they
are suitably re-accommodated whenever an airline schedule change disrupts their
travel plans.  However, with that being
said, we can only offer you what the airlines themselves offer in terms of
re-accommodation. From the documentation in your account, I can see that our
agent contacted all the airlines involved; unfortunately, after speaking with
both Air Canada and Air India numerous times our agent was advised that the
only option would be to cancel and receive a full refund for the reservation as
there were no other flights available that they could accommodate the passenger
to. Nevertheless, we do value as a customer and as a gesture
of sincerity for your disappointing experience, and as a gesture of sincerity
we would like to offer you a $400 future travel voucher to be used on your next
Orbitz.com booking. Our future travel 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 [email protected].  Please reference case number 5312551 and my letter offering the $400 future travel voucher in
your request.  Orbitz will then issue a credit to the card used for the
new booking.  This offer is valid for one year from the date of this
letter, until November 3, 2016. Karmandeep, we wish our response could be more favorable.
We appreciate your business, and hope you will continue to use Orbitz in the
future with your travel needs. Sincerely,Shalon [redacted]Orbitz Customer RelationsChicago, IL

Complaint: [redacted]
I am rejecting this response because:I do not plan to book tickets through Orbitz again, therefore, this coupon is useless to me. You can take it back.A few friendly suggestions: It would be best to teach employees that once a problem like this arises they should try to fix it all the way, not just on one out of three flights. Also, if such errors occur frequently with Orbitz maybe the emails should not contain the words: CONFIRMED next to each flight and "No need to call us". My mother did not miss the flight due to flight delays as they say but due to her not being on the list of passengers.Thank you for trying to make things right.
Sincerely,
[redacted]

April 22, 2018
 
Revdex.com
Orbotz.com
Complaint Department
 
Re: Orbitz Case #: [redacted]
 
Dear Revdex.com,
 
Thank you for taking the time to contact Orbitz, Inc. 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, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Orbitz, Inc. is responding to the consumer complaint from Mr. [redacted] (Revdex.com case number [redacted]) regarding a refund request.
 
Our records reflect on November 6, 2017 the customer accessed Orbitz.com and self-booked package itinerary [redacted] for a round trip flight departing from New York, NY on March 17, 2018 to Las Vegas, NV, returning March 24, 2018, a stay at Treasure Island Hotel and Casino, for corresponding dates, a Package Protection Plan, and a Private Standard Car through [redacted] Airport Shuttle.  Mr. [redacted] is asking for compensation stating [redacted] Shuttle did not provide the transportation between the airport and his hotel as booked and he was forced to secure alternate transportation at additional cost.
 
Our research shows that on April 3, 2017 an agent spoke with [redacted] Shuttle and they verified that due to an error in their scheduling, they did not dispatch a car for Mr. [redacted] and agreed that a full refund should be processed.  On April 3, 2018 Orbitz processed a refund in the amount of $97.15 the full amount of the shuttle reservation, back to Mr. [redacted]’s original form of payment.  Our system shows that the customer’s bank posted the refund to his account on April 6, 2018. 
 
Orbitz serves only as a third party booking intermediary and does not own or operate any travel related services or companies.  As such, all vendors who utilize our website to offer their products are independent contractors and Orbitz terms of use, agreed to by customers when booking on our site, states Orbitz is not liable for any errors, misrepresentations, or failure to perform by the vendors. 
 
It is never Orbitz intention to inconvenience our customers and we regret that [redacted] Shuttle failed to provide the booked transportation.  We were able to secure the refund for this service; but, we cannot agree to refund the alternate transportation Mr. [redacted] used.  However, as a courtesy, we have provided his online Orbitz account with a $25.00 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 Package. The coupon is valid for one year from the date of issue and is immediately accessible within his account. We hope he will allow us the opportunity to improve upon his 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,
 
[redacted]
Tier 3 Corporate Customer Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11150447, and find that this resolution is satisfactory to me.
Dear Jeanna,  Thank you for your assistance. Please provide me a phone number where I shall call Air France.
Sincerely,
Sharon [redacted]

The worst customer service ever!!! I spent 6 hours on the phone trying to cancel my package that I purchase. I was told by couple of representative that I would get a full refund. I found out from other agents that I was misinformed. Orbitz is a rip-off. They do not want to give me my refund for my airline back as I was promised by their own agents. I don't want a voucher. I want my money back!!! I am still on hold trying to resolve it!! All I hear from these non-English agents I have to get upper management invoked.

May 19, 2016Revdex.comComplaint Department – OrbitzDear 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 their reservations. As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate reply. At this time, we respectfully request additional time from the Revdex.com as further research is needed for this case. We will submit our final reply via the Revdex.com's website.Again, 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.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

Initial Business Response /* (1000, 5, 2015/08/07) */
Dear Ms.[redacted]
The Revdex.com has shared your recent correspondence pertaining to the denied voucher redemption. I appreciate the opportunity to review your account and respond to your concerns.
From your complaint, a travel...

voucher was issued on December 17, 2014 in the amount of $200, which is valid until December 17, 2015. Upon contacting customer service to redeem the voucher in conjunction with a booking, the voucher redemption was denied. You are asking Orbitz to honor the voucher against the booking. Furthermore; your perception of Orbitz has become discontented due to the service you have received.
Ms.[redacted] I do understand your concern in this regard; travel can be a hectic experience, and Orbitz does try to meet the expectations of our customers with knowledgeable and comprehensible staff.
According to my research, the voucher issued on the above date has a reference number of XXXXXXX. If you can provide the Orbitz Record Locator for the new booking, I can surrender the voucher.
If you have any additional concerns, please do not hesitate to ask.
We take our customers' comments very seriously, and I thank you for your honest feedback.
Ms.[redacted] we apologize for any misunderstanding this might have caused. Orbitz hopes to have a future opportunity to serve you with your travel planning needs.
Sincerely,
[redacted]
Orbitz Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please apply my Orbitz voucher towards PBORB-XXX-XXX-XXXX. The amount is 50.62usd. This is in reference to XXXXXXX. Let me know once done so I could coordinate with PayPal.
Final Business Response /* (4000, 9, 2015/08/11) */
Dear Ms.[redacted]
Thank you for your reply.
Per your request, Orbitz has surrendered the amount of $50.62 of the original $200 voucher issued on December 17, 2014 in conjunction with the Orbitz Record Locator, PBORBXXXXXXXXXX.
This was processed today, August 11, 2015 via PayPal. Please be advised, PayPal does have a stipulation of a 7 to 10 business day timeframe for processing the credit. This is due to the third-party payment system and not Orbitz.
The amount of $91.90 remains of the original voucher; this will expire on December 17, 2015. Please refer to the original case number XXXXXXX in future correspondences.
If you have any additional concerns, please do not hesitate to ask.
Ms.[redacted] thank you again for allowing me to assist you with your query; Orbitz does appreciate your business, and we hope to assist you in the future.
Sincerely,
[redacted]
Orbitz Customer Relations

Complaint: [redacted]
I am rejecting this response because:Once again Orbitz has done NOTHING to PROVE that they sent me an email. I DID NOT RECEIVE AN EMAIL FROM THEM. This is the core of the complaint. They also did not address my issue with their policy: if there is a flight change there should be a phone call. To say that I have the fault because I did not check 24 hours prior to the flight is ridiculous. I paid for a flight that was [redacted] Airlines at 5 pm. That is what I paid for. If that could not be completed that is a big deal. To even send an email (which they did not) and nothing more is simply not sufficient. 
Sincerely,
[redacted]

Dear Mr. [redacted],   Thank you for contacting Orbitz. I understand that you are upset that the seat you selected for your trip to Cancun were not confirmed. I appreciate the opportunity to review your account, and respond to you.   Please know, during the booking process on the Orbitz site,...

most airlines do provide us with a seat map so our customers can request the seat they prefer. However, these are requests, and can only be confirmed by the airlines directly.   Mr. [redacted], when you selected a seat on the seat map available on our site, we sent the request to [redacted] Airlines for them to confirm or deny; unfortunately, in this case it seems that they did not confirm the seat requests you had made.   Nevertheless, we understand the frustration this can cause our customers, and as we do value you as a customer, we would like to offer you a future travel voucher for the amount you paid for your seats, $255.20, that can be used on your next Orbitz.com booking. Our 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 [email protected]. Please reference case number [redacted] and my e-mail offering the $255.20 future travel voucher in your request. Orbitz will then issue a credit to the card used for the new booking. This offer is valid for one year from the date of this e-mail, until March 16, 2017.   Mr. [redacted], if you have any further questions or concerns, please feel free to contact me directly. We appreciate your business, and look forward to serving you in the future with your travel needs.   Sincerely,   [redacted] Orbitz Customer Relations Chicago, IL

Dear [redacted] The Revdex.com has shared your recent correspondence
with Orbitz so that we may assist you further. It is my understanding that you
did not stay the last night at the Park Ridge Marriott. You
were unable to get a refund from Orbitz, so you filed a dispute with your
credit...

card. I appreciate the opportunity to review and respond to you.During the booking process, we do
advise the following: Cancellation: Hotel policies: If you cancel or change your
reservation after 4:00 PM local hotel time on 9/26/15, the hotel will charge
you for the total cost of your reservation.However, I do show we did contact the
hotel and request a refund for the second night. Unfortunately, our request was
denied, and Orbitz was charged in full for your hotel stay. If the hotel will
not refund your money to Orbitz; we are unable to refund you.We
show this was a valid charge, so if you have further questions; you will need to contact our Dispute
Department directly at 1-866-673-5951. They will need to speak with you
regarding this issue so that they can respond to your credit card company. [redacted] thank
you for allowing me to address your concerns. Sincerely, Jeanna
[redacted]Orbitz
Customer RelationsChicago,
IL

October 12, 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 package reservation. We understand from the customers complaint he is requesting a refund due to canceling the package due to a medical issue.Our records indicate on August 17, 2016 the customer self-booked a package reservation for two travelers. The customer purchased a seven night hotel reservation at Dreams Los Cabos Suites Golf Resort & Spa All Inclusive, checking in on October 11, 2016, and checking out on October 18, 2016. The customers roundtrip flights were operated by Spirit Airlines, departing from Las Vegas, NV to San Jose del Cabo on October 11, 2016 and returning on October 18, 2016. The customer purchased a roundtrip shuttle for hotels in Corridor and protected the trip with the “Package Protection Plan”.On October 9, 2016 the customer called Orbitz to cancel the package due to a medical issue. As the customers hotel was fully refundable at the time of cancelation the customer was refunded in full for the hotel portion of the reservation. Based on the flights fare rules agreed to upon booking the tickets were non-refundable with a change penalty fee of $200 per passenger would be charged. In the case of cancelation, the credit associated with each ticket is valid if rebooked and travel commences 1 year from original purchase date. Due to this the customer didn't receive a full refund of his flight reservation. Based on the cancelation policy associated with the customers roundtrip shuttle. The reservation is non-refundable and cannot be changed or cancelled after booking. Due to this we are unable to authorize a full refund for the shuttle portion of the reservation. Orbitz offers the “Package Protection Plan” so our customers can have the ability to be reimbursed for the cost of flight interrupted for covered reasons such as illness of a family member. Please review the summary of coverages below:Pre-Departure Trip Cancellation:We will pay a Pre-Departure Trip Cancellation Benefit, up to the amount in the Schedule for non-refundable cancellation charges imposed by Policyholder, if you are prevented from taking your Covered Vacation due to your, an Immediate Family Member’s, Traveling Companion’s, or Business Partner’s Sickness, Injury or death or Other Covered Events as defined, that occur(s) before departure on your Covered Vacation. The Sickness or Injury must: a) commence while your coverage is in effect under the plan; b) require the examination and treatment by a Physician at the time the Covered Vacation is canceled; and c) in the written opinion of the treating Physician, be so disabling as to prevent you from taking your Covered Vacation.If the customer is seeking further compensation we suggest she await a response from the insurance company. Aon Affinity Berkley Travel is our administrator for assistance and can be reached by calling [redacted] or email: [redacted] Their office hours are 8:00 AM - 10:00 PM ET, Monday - Friday; 9:00 AM - 5:00 PM ET, Saturday.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

Initial Business Response /* (1000, 5, 2015/07/31) */
Dear Ms. [redacted]
The Revdex.com has shared your recent correspondence pertaining to the cancellation of a hotel reservation. My understanding is that you canceled the hotel booking due to Tropical Storm Bill
at that time, but...

were still charged for the reservation.
On behalf of Orbitz, I apologize for this inconvenience. I show that the booking was canceled on line on June 18th. I have contacted the hotel on your behalf, and they explained that they did not charge Orbitz for this reservation. The hotel cancel policy for this booking was that the booking was nonrefundable immediately upon booking. Since you have already disputed this charge with your credit card company, we are unable to take further action on this issue. Once the billing is disputed, we are unable to issue any further refunds from our end. There are no notes indicating that you contacted us by phone previous to canceling this on line.
Ms. [redacted] please be assured that we appreciate your business. I apologize for the issues you experienced with this booking.
Sincerely,
[redacted]
Orbitz Customer Relations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11018903, and find that this resolution is NOT satisfactory to me.  But I will take I can to recover some of my funds.
Sincerely,
Jennifer [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: 1. I was present at the check in counter, nobody from [redacted] airways was available. When I first called orbitz I was not told it was a no show but rather that the flight has 'open' status.  In the time period from when I first talked with orbitz until the next time I talked with orbitz the flight status changed.2. The rejection is also made because there is no valid response made, Orbitz simply requested more time to respond.
Sincerely,
[redacted]

May 19, 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] complaint he is requesting a full refund of his flight reservation. On May 19, 2016, we contacted Mr. [redacted] to acknowledge receipt of the Revdex.com complaint.Our records indicate on March 30, 2016 the customer self-booked a package reservation for three travelers using Orbitz website. The customer purchased three rooms for a two night stay at [redacted] Inn [redacted] Sky Harbor Airport, checking in on May 1, 2016, and checking out on May 3, 2016. The customers round trip flights were operated by [redacted] Airlines, departing from Asheville, NC to [redacted], AZ on May 1, 2016, and returning on May 3, 2016.We are able to confirm that this issue was resolved as up May 2, 2016 when the customer called Orbitz to receive assistance refunding his unutilized tickets. At that time the agent refunded the customers tickets in full totaling $1,249.23. The time it takes the refund to post to the customer’s account depends on the time it takes the Mr. [redacted] credit card company to process refunds.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

October 16, 2017
 
Revdex.com
Complaint Department - Orbitz
 
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 the refund and exchange issues. 
 
Our records show on September 9, 2017, Mr. [redacted] self-booked an Orbitz.com hotel reservation via booking number [redacted] in the amount of $68.82. We understand from Mr. [redacted] complaint, the room type booked was not provided by the vendor and after contacting the hotel and Orbitz, no proper resolution was given and is now requesting a full refund.
 
Upon researching the customer’s complaint, we can confirm on October 2, 2017, when Mr. [redacted] brought this matter to our attention, a refund for half of the amount of the reservation of $34.41 was provided to the customer.
 
We do regret any inconvenience he encountered with the hotel reservation booked on our website. Orbitz has processed the remaining amount of $34.41 back to the original form of payment. As a full refund has been given to the customer and the issue has been resolved to Mr. Roberts’ 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]
Corporate Customer Service