Orbitz

Initial Business Response /* (1000, 5, 2014/09/05) */
Dear [redacted]
The Revdex.com has shared with us your recent correspondence regarding your experience with Orbitz. I understand you are upset as you have been unable to book a car reservation in Salt Lake City. 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.
Please know, we have escalated your complaint to the appropriate department for review, so this does not happen in the future.
Nevertheless, we do value you as a customer, and as a gesture of sincerity for your disappointing experience, we would like to offer you a $100 future travel voucher to 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 email 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 email, until September 5, 2015.
[redacted], we appreciate your business, and hope you will continue to use Orbitz in the future with your travel needs.
Sincerely,
[redacted]mer Relations
Chicago, IL

Complaint: [redacted]
I am rejecting this response because:
I am glad Orbitz realized their mistake. But that doesn't change the fact that I spent many hours on the pohone with incompetent reps who couldn't figure this mistake out. I don't care much about the $18 difference in rebooking fees as much as I do about the frustrating experience I faced due to poor customer service. I will not consider this matter closed until Orbitz waives the rebooking fee completely for wasting my time and effort. Please advise if they can do this before I take this to small claims. Thank you. 
Sincerely,
[redacted]

Revdex.com
Complaint Department - Orbitz
 
Dear Revdex.com,
 

dir="LTR">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] W [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.

Sincerely,
 
Tier 3 Customer Service

Complaint: [redacted]
I am rejecting this response because:
I contacted the airline ([redacted]) directly on June 28 as suggested by Orbitz personnel and the airline replied that because I had made the reservation through Orbitz there was nothing they could do.
If a travel agent such as Orbitz doesn't have neither the authority nor the leverage to negotiate some type of arrangement on behalf of its customers, then why would anyone rely on this online travel agents when they can't solve an issue that was not originated by the customer?
Orbitz just lost 2 customers!
Sincerely,
[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]

June 14, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O-[redacted]Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] J [redacted]. We regret to hear Mr. [redacted] did not accept our response and/or resolution offered.After further review of the hotels policies available on Orbitz.com we are able to verify that prior to booking the customer was able to review the “Fees” section of the Apartment policies which advised the following:You'll be asked to pay the following charges at the hotel:Breakage deposit: USD 300 per stayFurthermore prior to booking the reservation Mr. [redacted] was advised cancelation policy which was agreed upon when booking the reservation, “The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded. Cancellations or changes made after check-in are subject to a hotel fee equal to 100% of the total amount paid for the reservation.”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 $311.24 rate that was agreed to upon booking the reservation.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

August 26, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted]Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret to hear Ms. [redacted] did not accept our response and/or resolution offered.Orbitz offers our customers a 24 hour courtesy cancellation period for certain flight reservations. Orbitz is a third party booking agency and must follow the terms and conditions of our vendors. As the customer was advised throughout the booking process that the hotel portion of her package reservation is non-refundable we are unable to authorize a refund of the customers canceled hotel reservation.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

June 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 Ms. [redacted]’s complaint she is requesting a refund for a flight reservation.Our records indicate on March 31, 2016 the customer self-booked a round trip flight for two travelers. The flight reservation was operated by [redacted] Airlines, with flights departing on April 6, 2016 from Dallas to Cebu on April 24, 2016.We can confirm that the customer called Orbitz on April 6, 2016 to cancel and refund her flight reservation minus the $200 cancelation penalty per ticket. As of May 20, 2016 the customer called Orbitz again to inquire about a refund that should have been processed for her flight reservation. Our agent in the corporate office was able to verify that the reservation was not refunded properly therefore during the call the agent immediately processed a refund for Ms. [redacted]’s tickets. Due to the previous process error the agent processed an additional refund for $400. The time it takes the refund to post to the customer’s account depends on the time it takes the airline and the customer’s 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

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:
Sincerely,
Jillian [redacted]

Initial Business Response /* (1000, 5, 2014/02/28) */
Dear Mr. [redacted]
Thank you for contacting Orbitz via the Revdex.com. On behalf of Orbitz, I sincerely apologize for this disappointing experience.

It is my understanding that you booked your tickets on February 26th,...

however, on February 27th; you saw the fare priced lower by the airline for your itinerary. You are requesting a refund for the fare difference.
Please know that all fares are determined directly by the airlines and can be updated at any time, and can change throughout the day, based on demand for the flight and the airlines' right to change them at any time.
Your reservations were priced based on your selection using the lowest airfare available to Orbitz on the date of your booking. Regrettably, Orbitz is unable to issue any partial refunds for a lower airfare that may have become available due to changing airline availability.
In addition, please know that some airlines do allow a 24hr courtesy cancel; however, the reservation was processed on February 26th at 11:52am, and you contacted Orbitz on February 27th, at 12:18pm, which is outside the airline 24hr courtesy cancel period.
Mr. [redacted], while we are unable to refund fare difference, we value your business and as a gesture of our sincerity, Orbitz would like to offer you a $100 USD future travel voucher ($50 per person) 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 prepaid airline, hotel or package booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [email protected]. Please reference case number 2041117 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 February 28, 2015.
Mr. [redacted], I am sorry my response could not be more favorable. 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
Final Consumer Response /* (2000, 12, 2014/03/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Business Response /* (4000, 10, 2014/03/05) */
Dear Mr. [redacted]
Thank you for your recent response. I am sorry for your continued disappointment.
Please know that our records support that you contacted us at 12:18pm CST on February 27th.
Our records further reflect that our agent transferred you to a supervisor on this date.
Unfortunately, I do not show that your account was accessed prior to the above call.
In reviewing the above call, I find that you did not want to cancel for a refund, that you wanted Orbitz to honor the airfare you were seeing on Priceline for a total of $321.00 per ticket.
Mr. [redacted], please know that Orbitz is not in possession of the funds paid for your tickets, and therefore, we would be unable to refund airfare difference due to changing vendor pricing.
However, what I can do, to try to resolve this matter more to your satisfaction, is to upgrade my $100 voucher offer to $150 future travel voucher. Please use the same instructions originally sent to you with the $100 voucher offer.
I hope you will accept my offer in the spirit it is intended, as Orbitz is unable to further compensate in this matter.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Orbitz is failing to accept 100% accountability for the fact that the cancellation of vacation package booked through them was the direct result of Orbitz sending an incorrect itinerary to me two days prior to trip departure (it included a flight that evidently was canceled two MONTHS prior).  Orbitz owes us for the repayment of the car rental and gas needed to travel home (Chicago to Grand Rapids), an appropriate dollar amount for selling us an itinerary that much better than what we ended up with (we paid for few connections and ended up much worst off), and a full and complete apology for both their error and ridiculous "customer service" received since.
Sincerely,
Joseph [redacted]

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

June 6, 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 flight reservation. We understand from Ms. [redacted] complaint she is requesting a coupon for the difference in airfare.Our records indicate on May 10, 2016 the customer self-booked a one-way flight reservation using Orbitz.com for two travelers. The flight reservation was operated by [redacted] Airways, with flights departing on December 27, 2016 from Zanzibar to Paris.On May 18, 2016 the customer contacted Orbitz to inquire about canceling her flight reservation. To provide the customer accurate information our agent reached out to [redacted] Airways who advised that Ms[redacted] can cancel her reservation and receive a refund minus a $75 fee per ticket. Per our documentation the customer did not choose to cancel the flights at that time.We understand that the customer is unhappy with the amount of time it took for our agent to retrieve this information. When contacting our offices for assistance, our standard operating procedure is to contact our vendors to clarify the cancelation policies when more clarification is needed. This can unfortunately cause additional hold times and transferring of calls. We would like to apologize for the inconvenience Ms[redacted] have experienced, and for any lack of service received while trying to resolve her issue. It is never Orbitz’s intent to mislead or to cause inconvenience to our clients, and we are sorry that Ms[redacted] feels as though Orbitz’s has done so.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. There are many terms and conditions with the Best Price Guarantee policy. Due to the customer not submitting a claim within 24 hours of purchase we are unable to offer any sort of compensation for the price difference found. Some of the terms are as follows:• The lower price must be found and submitted within 24 hours of purchase• The Best Price Guarantee claim must be submitted online• Not all travel items are eligible for the Best Price Guarantee• The lower price must be shown in a screen shot in United States currency• The items with the lower price must identical (i.e. same hotel, room type, check-in and check-out dates) The full terms and conditions of the Best Price Guarantee can be found at the link below.https://www.orbitz.com/p/info-other/guaranteesIf you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,[redacted]Tier 3 Customer Service

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 Achiles Marson (Revdex.com case number [redacted]) regarding a flight reservation. We understand from the customers complaint he is unhappy about the price increase that took place prior to booking.Our records indicate that on April 21, 2016 the customer self-booked a one-way flight reservation using Orbitz.com. The flight reservation was operated by [redacted] Airlines, with flights from San Francisco, CA to San Diego, CA departing on May 12, 2016.The Orbitz website works from a live inventory system, similar to the airlines, and when published inventory is purchased, the price can change. The change can occur at any time during the booking process; however, Orbitz makes every effort to update the pricing of our published inventory as often as possible. We sincerely apologize for any inconvenience this has caused to the customers travel plans.Our records reflect that this complaint was resolved on April 26, 2016 when Mr. Marson booked another one-way flight reservation using Orbitz.com. The flight reservation was operated by [redacted] Airlines, with flights from San Francisco, CA to San Diego, CA departing on May 12, 2016. This ticket reserved at the same price as the original flight.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

I purchased a ticket in Feb 2015 for a fight from St Louis to Fort Lenordwood . Had to cancel and am trying to use that ticket now. Its been 9 days and no "open" ticket. I have talked with 12 customer service and spent a min of 3 hours on the phone so far and still have no ticket. I leave in 3 weeks. They keep giving me the run around about the owner of the airline has to "open" the ticket and they wont contact us. Well I have called them 3 times and they say Orbitz has not contacted them. I am so frustrated I am getting ready to call the news and my lawyer. This is not good business. It is my ticket and I cannot use it on my time frame. Orbitz ha again made my case "urgent" and "fast tracked" . That has been done 3 times at this point. Someone needs to take responsibility for this transaction. The three companies involved blame each other. They need to change their protocol so their customers can use the ticket they purchased when they need it. At this point there will be no seats left on the flight I need, small jumper plane (cape Air). And they wont allow me to use the credit to rent a car either. So what am I suppose to do. If you are reading this, please DO NOT book through Orbitz. They misrepresent completely. I have absolutely no trust in their promise of calling me and resolving this issue. I will never book through them and will share my negative experience with everyone I can.

March 24, 2016
Revdex.com
Complaint Department – Orbitz
Re: Orbitz Case #: O-[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 and/or resolution offered.
As previously advised, our records indicate on March 9, 2016, the customer self-booked a flight reservation on Orbitz.com. Per the customers initial complaint he was requesting a full refund due to calling Orbitz the day after booking his flight and the agent claiming the flights were not confirmed and to call back the next day.
After fully reviewing the customer’s account we are unable to verify that a call was made into Orbitz within 24 hours of the completion of the customers booking online. Due to this Orbitz is unable to waive any change penalty fees or differences in fare that the customer will be charged when changing the reservation.
Based on the fare rules the customer agreed to at the time of booking, the tickets were non-refundable with a change penalty fee of $200 per passenger would be charged. In addition, the customer would be responsible for any difference in fare. Mr. [redacted]’s flight credit validity states, that travel must commence within one year from the original ticketing date of March 9, 2016. If the customer is able to provide any further documentation supporting a call was made into Orbitz the day after the booking was made, please resubmit for further review.
We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
[redacted]
Tier 3 Customer Service

Dear Ms. [redacted],
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The Revdex.com has shared your recent correspondence pertaining to the issues you encountered with your [redacted] Airlines flight, and your refund requests.  On behalf of Orbitz, I apologize for your disappointing experience, and I appreciate the opportunity to review your account and respond to your concerns.
Upon receiving your correspondence, we have verified this issue was resolved on March 1, 2016. One refund in the amount of $482.70 and a second refund in the amount of $106.30 was processed back to the original form of payment. The time it takes to post the refund to their account depends on how quickly your credit card company processes refunds, which is generally within 3-7 business days.
We thank you for allowing us the opportunity to address the issues brought to our attention.  We do appreciate your business, and hope that we have a future opportunity to serve you in the future.
Sincerely,
[redacted]
Orbitz Customer Relations

Tell us why here...

October 28, 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 requesting a refund due to a recently submitted Best Price Guarantee claim.Our records indicate on November 10, 2016 the customer self-booked a hotel reservation for one traveler using Orbitz.com. The customer purchased a two night hotel reservation at APA Hotel [redacted] checking in on December 30, 2016 and checking out on December 31, 2016.After further review of the customer’s account we can confirm that on December 24, 2016 the customer canceled the hotel reservation. Since the reservation was canceled prior to check-in the customer was issued a full refund. At this time we are unable to further assist with this matter.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

May 17, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O-[redacted]Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret to hear Ms. [redacted] did not accept our response and/or resolution offered.Upon contacting [redacted] they were able to advise us that as of May 9, 2016 the customer called them directly to change the reservation. Due to this we are unable to take any further action on the customers ticket. Please review the new ticket information provided by [redacted] below:Ticket number: [redacted]Confirmation number: [redacted]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