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Reviews Travel Agency Orbitz

Orbitz Reviews (2427)

Dear Ms. [redacted], Thank you again for the follow-up response. As a travel agency, we do not charge you directly for airline reservations. The charge on your credit card statement is from [redacted] Airlines. Please know sometime the airlines will confirm some flights above the actual aircraft capacity and therefore, on these flights, seats will remain available for the reservation, but seat assignments may not be available. In such situations, the airlines provide the seat assignment at the gate prior to the departure of the flight. Based on our customers’ preferences; Orbitz transmits a request about the seat requested to the airline. Seat assignments are ultimately the decision of the airline, so we advise our customers that if they have special needs, it is always best to check with the airline personnel, to see if they can accommodate those needs. Ms. [redacted], I do wish we could offer you a more favorable response. Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

Dear [redacted],   The Revdex.com has shared with ** your correspondence regarding your recent experience with Orbitz. It is my understanding [redacted] charged you $21000 USD for the change made to your return flight from [redacted] to Chicago instead of 21000 [redacted]n Rupees. 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 while Orbitz apologizes for your disappointing experience, you will need to contact [redacted] directly for any refund or compensation requests as they made the change to your reservation and charged you for the change.   Nevertheless, we do value you as a customer and we would like to offer you a $100 future travel voucher to be used towards 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 ** at [email protected].  Please reference case number 5762181 and my letter offering the $100 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 March 17, 2017.   [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

Complaint: [redacted]
I am rejecting this response because:Orbitz" statement that "refund of an airline ticket cancelled within 24 hours after booking" per our records we can confirm that you were unable to successfully contact Orbitz customer service 24 hours after booking" is absolutely false:As per my original claim to Orbitz, copy ofwich was sent to Revdex.com, I have concrete proof of:- a 3 min call with an Orbitz agent on Sept. 13  13:49pm telling I was to be called back- an incoming call from Orbitz (number [redacted]) on Sept.13 14.13pm an 18 min call during which I clearly requested the Orbitz agent to proceed with cancellation of the booking- On September 15 at 16.48pm I received an incoming email from Orbitz telleing me "we are still in the process of contacting [redacted] Airways"This evidence shows Orbitz above statement is simply false !Further, as to Orbitz' statement "we provide customers the option to cancel flights online through their Orbitz account" is also untrue:before calling Orbitz to cancel the flight, I intended to cancel the flight online through my account: that was impossible as the system indicated that the flight could not be cancelled "online" and that an Orbitz agent should be contacted.From the above it is obvious that Orbitz failed to timely cancel the flight with the airline; furthermore, the way Orbitz is dealing with my claim is simply unbusinesslike.My claim is serious and I expect a serious attitude from Orbitz !
Sincerely,
[redacted]

Complaint: [redacted]
 
I am rejecting this response because:  We have not received any form of reimbursement for the airfare.  I am getting copies of my credit card statements and will send them in ASAP.
Sincerely,
[redacted] [redacted]

Initial Business Response /* (1000, 5, 2014/11/04) */
Dear Ms.[redacted]
The Revdex.com has shared your recent correspondence pertaining to the schedule change associated with an airline ticket. I appreciate the opportunity to review your account and respond to your...

concerns.
My understanding is that you booked a flight through Orbitz on [redacted] for November 27, 2014
to travel from Pensacola to [redacted]. The airline had a schedule change that occurred in September but
You were never notified by Orbitz so that you could make alternate plans. You have contacted [redacted]
Airlines direct and have confirmed an alternate flight. On behalf of Orbitz I would like to apologize for this disappointing experience and inconvenience. We are currently addressing how this situation occurred. Although the schedule change is viewable in your itinerary history, your reservation did not fall into the proper queue for attention. At this time, we are unsure how this unfortunate situation occurred. We are currently researching with the airline carrier and our technology partners to determine the cause of this problem. Whatever the problem, we acknowledge a mistake was made and we regret failing to meet your expectations.
Ms.[redacted] we appreciate your business and we value your patronage. As a gesture of sincerity, we would like to offer you a $100.00 future travel voucher 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 [redacted]. Please reference case number XXXXXXX and my letter offering the $100.00 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 4, 2015.
Ms.[redacted] thank you for telling us where extra attention is needed. We appreciate your business and we hope you will provide us with a future opportunity to fully restore your confidence in our products and services.
Sincerely,
[redacted]
Orbitz Customer Relations

February 21, 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 January 31, 2017, Ms. [redacted] self-booked an Orbitz.com hotel reservation via booking number [redacted] in the amount of $200.75. We understand from the customer’s complaint, he found a lower of $185.30 and a best price guarantee application was submitted. Mr. [redacted] also stated Orbitz is not complying with the best price guarantee rules and is requesting a refund of the price difference and the $50 Orbucks to be placed on her account.
 
Orbitz’s goal is to provide an exceptional customer experience, a credit in the amount of $15.45 was processed back to the original form of payment and $50.00 Orbucks were placed on the customer’s account. 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, 2015/08/10) */
Dear Mr. [redacted]
The Revdex.com has shared your recent correspondence pertaining to your Orbitz Visa credit card application, and not receiving your temporary card number to use immediately. I appreciate the opportunity to...

review your account and respond to your concerns.
When an Orbitz Visa Card application is processed, [redacted] Bank will review the application, and a temporary card may be issued. The application is forwarded to [redacted] Bank directly, and a temporary card is issued at their discretion. Those applications are not received nor reviewed here at Orbitz.
I have reviewed your account under the email address of [redacted]@aol.com, and I am not showing any new hotel rooms confirmed. If you have concerns regarding not receiving your temporary card number, these questions would have to be directed to the bank directly.
Mr. [redacted] we certainly apologize for any inconvenience you have encountered. We do appreciate your business, and hope that we have a future opportunity to serve you.
Sincerely,
[redacted]
Orbitz Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The orbitz card is their branded card not only that is is advertised on THEIR site and you apply from a link on THEIR site. They must assume some responsibility for things they link post or add to their site . [redacted] bank refers me to orbitz and now vice versa when does it end? If this is how both do business they should not be in business.The reason you dont show new bookings is because I will not book for a price higher than what was stated because thats not my fault. I want teh price as was stated.
Final Consumer Response /* (4200, 11, 2015/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I stated before this is bad business one blames the other and no one acepts responsibility. The credit card is advertised through orbiz website it doesnt matter if another company sells it they are the ones advertising it and its branded with the name orbitz I was booking 7 rooms and I only am offered 100 dollars? what does that do, they should take a proper discount off of each room
Final Business Response /* (4000, 9, 2015/08/12) */
Dear Mr. [redacted]
Thank you for your follow-up response, and I appreciate the opportunity to review your account and respond to your concerns.
Please know that when applying for an Orbitz Visa Card, we do not see the financial information entered, and do not make the decision on whether an application is approved or denied. If you do not receive a temporary card depends on the bank directly.
Mr. [redacted] as a travel agency, Orbitz does not charge you directly for airline reservations. Prices are based on availability, and we are unable to offer a fare that is no longer available. Nevertheless, due to your disappointment and as a gesture of our sincerity, Orbitz would like to offer you a $100 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] Please reference case number XXXXXXX and my letter offering the $100 voucher in your request. Orbitz will then issue a credit to the card used for the new booking. This offer is valid until August 12, 2016.
Mr.[redacted] , 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

August 12, 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 a flight reservation.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.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 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 hotel reservation. We understand from the customers complaint they are unhappy about the rate that their reservation was booked at.Our records reflect on October 22, 2016 the customer self-booked a hotel reservation for five travelers using Orbitz.com. The customer purchased a three night hotel reservation at [redacted] Points by Sheraton Niagara Falls, checking in on October 28, 2016, and checking out on October 31, 2016.The rate disclosed to the customer by the [redacted] Points by Sheraton Niagara Falls is what we call a Net Rate. In order for Orbitz to offer the discounted prices on our website we purchase hotel rooms in bulk, a minimum of one year in advance at a contracted rate. The rate we then charge is still usually lower than any other published price.However, after we purchase the rooms the hotel has the option of modifying their rates as they wish to match their inventory or business needs. This is something we have no control over and may be lower than the price we currently offer.Our records reflect that the customer was refunded a total of $200.46 for this reservation due to the hotel disclosing the rate. Along with the refund, the customer was also provided a $25 coupon. The refund was made to the customers original form of payment. The amount of time it takes the customer to receive depends on the customers banking institution.On October 31, 2016 the customer called Orbitz in regards to a car reservation. To our understanding the customer was unhappy with the deposit that was required at the time of pick up therefore she did not use the car reservation. Per the terms and conditions that were presented at the time of booking there would be a deposit of $200.00 at the time of pick up. The assisting agent was able to verify that the car reservation was not utilized therefore, processing a refund of the insurance.As the customer was able to use her flight reservation under itinerary [redacted] we are unable to authorize a full refund for the reservation.  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

Dear Mr. [redacted] The Revdex.com has shared with us your correspondence regarding your recent Orbitz experience. It is my understanding you had to cancel your vacation package to Rio De Janeiro due to your military orders changed and your leave was denied. You are requesting a refund...

for the entire reservation. I appreciate the opportunity to review your account and respond to you. On behalf of Orbitz, I would like to thank you for your service. As Orbitz is an online travel agency we do have to abide by the rules placed on a reservation by the airlines and other suppliers, i.e. hotel properties and car rental agencies. Please understand while we do everything possible to assist customers that have to cancel or change their reservations due to a change in military orders, if the airline and other suppliers advise us that a reservation cannot be refunded, Orbitz is not in a position to process a refund. Mr. [redacted] I have contacted TAM Airlines and advised them of why you had to cancel and that you had documentation you could provide advising of the change in orders; however, they advised as the reservation was non-refundable no refund would be authorized for any reason. Furthermore, the Novotel Rio de Janeiro Santos Dumont also advised that they would not allow a refund for your stay. Unfortunately, as the airline and the hotel will not allow a refund for the reservation, Orbitz is unable to provide you with a refund. We wish our response could be more favorable. We do appreciate your business and hope you will continue to use Orbitz in the future for your travel needs. Sincerely, Shalon [redacted] Orbitz Customer Relations Chicago, IL

June 22, 2017   Revdex.com Chicago & N. Illinois Complaint Department   Re: Orbitz Case: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret to hear Mr. [redacted] did not accept our response. It is never our intent to mislead or to cause inconvenience to our customers, and we are truly sorry that Mr. [redacted] was put in this position. Unfortunately, we feel that no compensation is due on this occasion, and would again like to offer our apologies for any disappointment caused as a result. Again, 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 Correspondence Team

Dear [redacted],     The Revdex.com has shared your recent correspondence pertaining to your refund request for the charges incurred for WiFi services at the Grand [redacted] Principe La [redacted] - All Inclusive as the service was inadequate. On behalf of Orbitz, I apologize for your...

disappointing experience, and appreciate the opportunity to review your account and respond to your concerns.   We certainly regret to hear of your disappointment in the WiFi services provided during your stay.  This is an amenity provided and charged by the property directly, and is not in the control of Orbitz.    [redacted], we would not be able to grant your refund request of the charges incurred for the WiFi as this was charged by the property directly.  Nevertheless, as a gesture of our sincerity, Orbitz would like to offer you a $75 USD future travel [redacted] on your next prepaid Orbitz.com airline, hotel or vacation package booking.  Our [redacted] 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 [redacted]:                               When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [redacted]@customercare.Orbitz.com.  Please reference case number [redacted] and my letter offering the $75 [redacted] in your request.  Orbitz will then issue a credit to the card used for the new booking.  This offer is valid until June 28, 2017.   [redacted], 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         Tell us why here...

Complaint: [redacted]
I am rejecting this response because: I contacted Orbitz and the hotel is saying they have nothing to do with this and that I need to talk to Orbitz about it. I dont feel like Orbitz is trying to find a solution for a service that was not used I can provide phone records of me trying to contact customer service if I need to or maybe ask the hotel and see if they can send you video of me going in and talking to the front desk you tell me what works best. 
Sincerely,
[redacted]

Dear [redacted], The Revdex.com has shared your recent correspondence pertaining to your schedule change for your Orbitz confirmation number [redacted].  I appreciate the opportunity to review your account and respond to your concerns. It is my understanding, there was a...

schedule change on your flight on [redacted] Airways, and you were not notified by Orbitz, which caused you to cancel your flight, because there no other flight options for next four days.    I have checked your reservation history and do see an airline schedule change in your itinerary history. It is recommended that all customers reconfirm their flights with the airlines 24 hours prior to departure for any last minute changes they may have.  We certainly regret that your “My Trips” did not properly update, and that the email notification advising of the change in schedule was not received.  Although the schedule change is viewable in your itinerary history, your reservation did not fall into the proper queue for attention.  At this time, we are unsure how this unfortunate situation occurred.  Also I found that your airline tickets, hotel and car reservations have been refunded to your account on file.  Nevertheless, we apologize again for any inconvenience this has caused, and as a gesture of our sincerity, I have placed 200 loyalty point into your account.  These are available for you to use immediately toward a prepaid qualifying hotel booking. [redacted], thank you for bringing this issue to our attention. Orbitz values your business, and we hope to have an opportunity to serve you in the future with your travel planning needs. Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

August 18, 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 from the customers complaint he is unhappy about the price difference between what was shown on the computer and his mobile app.Our records reflect that between July 29th and July 30th 2016 the customer self-booked five hotel reservations for two travelers using Orbitz website. Mr. [redacted] purchased a one night hotel reservation at Excellence El Carmen- Adults Only All Inclusive, checking in on November 14, 2016, and checking out on November 20, 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 hotel reservations. The inventory is updated regularly as purchases are made and prices change. These updates are directly linked to the vendors availability. Though we attempt to update the our website as quick as possible there may be a price discrepancy due to the purchases/cancelations that are associated with our vendors. We regret if the customer felt the prices were not competitive.As prices will fluctuate, Orbitz offers our Best Price Guarantee promotion as a benefit to our customers. The benefit is that we will match the price if a lower price is found online. We are able to confirm that the customer was refunded for two of the five reservations due to the customers Best Price Guarantee claims being approved. At this time we are unable to offer further compensation to Mr. [redacted].If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

March 24, 2018 Revdex.com Chicago and Norther Illinois Complaint DepartmentRE: 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] [redacted] (Revdex.com case number [redacted] regarding a package. We understand [redacted] [redacted] is requesting a refund.Our records show Lucia Sacco or a person authorized for her account booked via the Orbitz.com mobile site on December 18, 2017, for a package for two passengers including roundtrip flights with [redacted] Airlines on January 27, 2018 from Rochester to New Orleans, returning February 1, 2018, a Deluxe Room for two nights with the [redacted] Hotel, checking in on February 27, 2018, and shared roundtrip shuttle: New Orleans International Airport to Hotels in City Center, with a total cost of $1500.57.On January 20, 2018 our customer contacted us wanting to change travel start date to January 28, 2018, and still return February 1, 2018. The hotel and shuttle could be canceled and refunded in full, in the amount of $803.37. The flights had a value of $338.40 per airline ticket and were nonrefundable. According to the fare rules of the tickets, the value could be used towards the purchase of new flights with [redacted] Airlines for a fee of $200.00 per ticket.Our customer was able to book a new package online while working with our agent and get package pricing for the new hotel reservation with [redacted] Hotel, and the new shuttle reservation, and added Vacation Waiver package protection. The initial cost of the new package charged as $1806.88. After a refund of $1071.12, the total cost paid for the hotel, shuttle and package protection was $735.76.The new flights requested on January 20, 2018, for January 28, 2018 to February 1, 2018 with [redacted] Airlines had a cost of $687.00 per ticket, with two passengers. When the airline credits of $338.40 per passenger our customer had were applied to the flights they requested, there was still a balance due of $338.40 per passenger, plus the $200.00 change fee per passenger. The total cost of the exchange was $1076.80.Our customer called multiple times advising between all purchases and refunds for the two itineraries the total charges should be less than what was paid, and they didn’t agree to pay the additional fare cost of the new flights. Minus the administrative change fees of $400.00, the total value of the flights, hotel, shuttle, and insurance was $2109.76.On March 7, 2018 one of our supervisors refunded our customer the amount requested of $676.80 as goodwill. Orbitz.com is a third-party vendor that offers travel products for sale from our vendors. The prices of those items come from the vendors who sell them, and Orbitz.com is unable to set pricing for the vendors or override their prices. We regret any misunderstanding during the changes that were made, and provided the refund requested as goodwill. We will be unable to provide compensation, or any further goodwill regarding this matter.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]Corporate Customer Service

Dear Mr. [redacted], The Revdex.com has shared your recent correspondence pertaining to charges being processed by the [redacted] Inn & Suites [redacted], and your reservation was prepaid.  On behalf of Orbitz, I apologize for this disappointing experience, and appreciate...

the opportunity to review your account and respond to your concerns. Please know that I have contacted the [redacted] Inn, and they have advised that they will refund your credit card, and properly charge Orbitz directly.  Please allow 7 to 10 business days for the refund to process. Mr. [redacted], we apologize again for any inconvenience this has caused, and due to the disappointment this has caused, I have added $50.00 in Orbucks to your Rewards account.  Your Orbucks are valid for one year, and these can be reviewed by logging into your Orbitz account directly. Thank you again for the opportunity to address your concerns.  We do appreciate your business, and look forward to serving you in the future. Sincerely, [redacted] Orbitz Customer Relations

May 12, 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 Amanda [redacted] (Revdex.com case number [redacted]) regarding a hotel reservation. We understand Ms. [redacted] is requesting a refund of one night of her hotel reservation. On May 12, 2016, we attempted to contact customer to acknowledge receipt of the Revdex.com complaint but were unable to reach the customer.Upon further research, we are unable to locate an Orbitz.com account related to Ms. [redacted] complaint. We respectfully request that Ms. [redacted] provide us with an email address used to book the reservation and the itinerary number. The requested information will enable us to appropriately address her concerns. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

Dear [redacted] The Revdex.com has shared your recent correspondence...

pertaining Orbitz’s courtesy cancelation policy.  I appreciate the opportunity to review your account and respond to your concerns. It is my understanding that a reservation was booked on December 27, 2015 at 1153p CT.  On December 29, at 619P CT you contacted Orbitz Customer Service to cancel your booking.  At this time you were advised that you were outside the courtesy cancel window.  Please know that during the booking process, we display banners on each screen noting the courtesy cancellation policy, and you mentioned you had noticed the banners with the disclosure during the booking process. Orbitz offers a courtesy cancellation feature for no additional charge, except for the initial service fees billed, within the first 24 hours of your booking before 10p CST.  Please know that we do empathize with your concerns, but as a travel agency, we do not hold the funds for the tickets confirmed, and we are unable to offer compensation due to the changes you made to your booking because you were outside Orbitz’s courtesy cancellation window.  [redacted] while I understand your disappointment; our records show that the proper information was provided to you.  The courtesy cancellation banner appears throughout your booking process.  We wish our reply could be more favorable.  Please be assured that Orbitz values your business, and we hope to have a future opportunity to serve you. Sincerely, Luisa [redacted] Orbitz Customer Relations Chicago, IL

August 23, 2017   Revdex.com Chicago, Illinois 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 case number [redacted]) regarding a cruise reservation.  We understand Ms. [redacted] is requesting that the reservation be corrected. On August 14, 2017, we received receipt of the Revdex.com complaint.   Our records reflect on March 13, 2017, the customer self-booked a cruise reservation. Travel was on [redacted] International aboard the Vision of the Seas, departing November 11, 2017, from Galveston, Texas; and returning on November 16, 2017, via booking number [redacted]. The customer is stating that they contacted Orbitz who advised the customer that the payment due date would be extended; however it was not.   Upon further researching this matter, we can confirm on August 13, 2017, Orbitz sent an email to the customer advising that the final payment due date would be on August 13, 2017 and if the payment was not processed [redacted] would cancel the reservation. The customer replied stating that they could not make the payment and inquired about the refund.   In reviewing the account, the customer did not contact Orbitz on August 13, 2017 and the final payment was not made and the cruise line canceled the reservation and imposed the cancellation fee of $424.99.   In regards to the customer complaint letter stating that they have a call recording claiming that Orbitz agreed to extend the payment due date. Our findings do not reflect that Orbitz advised that information to the customer and cannot accept the customer’s call recording.   Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies, cruise vendors, and airlines and is subject to the rules and restrictions of those providers. [redacted] was the merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary and not Orbitz. We must adhere to the cruise line policies.   Furthermore, at the time of the booking, the customer agreed to Orbitz’s Terms of Use. Our Terms of Use explicitly provides:   SUPPLIER RULES AND RESTRICTIONS Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion. You understand that any violation of any such supplier's rules and restrictions may result in cancellation of your reservation(s), in your being denied access to the applicable travel product or services, in your forfeiting any monies paid for such reservation(s), and/or in our debiting your account for any costs we incur as a result of such violation.   Based on the above, Orbitz is unable to honor the request to reinstate the reservation or process a refund.   We thank you for allowing us the opportunity to address the issues that were brought to our attention.    Sincerely,   [redacted] Corporate Customer Service

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Address: 5455 N Federal Hwy STE O, Boca Raton, Florida, United States, 33487-4994

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