Orbitz

Revdex.com Complaint Department – Orbitz.com Re: Orbitz Case #: S- [redacted] Dear Revdex.com, size="2"> 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 youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding flight reservationsWe understand the customer is requesting a refund in the amount $Our records indicate on February 6, 2016, the customer booked one way flight reservations – itinerary [redacted] – using the self-service tool on the Orbitz websiteTravel was on [redacted] Airlines, departing February 7, 2016, from Dallas, Texas to Los Angeles, California, for one passengerUpon further research, we were able to confirm that the customer contacted Orbitz on February 7, 2016, the customer contacted Orbitz to change or cancel their flight reservations within the hour complimentary cancellation period, however, the customer’s reservations were not cancelled at that time On March 9, 2016, Orbitz processed a refund in the amount of $back to the customer’s original form of paymentThe amount of time it takes to process a refund depends on how quickly the customer’s credit card company takes to process 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 needsIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] Tier Customer Service

January 17, 2017Revdex.comComplaint Department – OrbitzRe: 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.As previously advised, 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 providersAs [redacted] Airways was the merchant of record and the company that charged the customer’s credit card, we have to abide by their rules and regulationsBased on the fare rules the customer agreed to at the time of booking, the tickets were non-refundable.In an effort to advocate on the customers behalf we reached out to [redacted] Airways multiple timesThey advised that due to the customer being marked as a “no-show”They are unable to change the status of the customers ticket therefore the customer is not entitled to a refund of the reservationAs [redacted] Airways was the merchant of record we are unable to alter the ticket without their authorizationWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] Tier Customer Service

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and I will accept their resolution, although it is not to my satisfactionThe refund amount should be $($that I had to pay that I should not have to, minus $that was a charge for changing the initial departure date that I am responsible for paying)That is, the refund money is $short of what really should be reimbursed to meHowever, I am in Japan and cannot pursue this matter over the phone, knowing that I will have to spend hours on hold paying international phone rateSo, although I am still not satisfied, I consider it better not to waste any more of my time or energy.There is also misinformation in their response in that I did not receive any communication from Orbitz on June as they indicateIf the resolution they are proposing was reached then, at least I would have expected some courtesy for them to contact me about itThe bottom line for me is that I will never use Orbitz and other travel sites (I didn't realize that Orbitz is part of [redacted] and [redacted] seems to have other travel sites under them -- what a racket!) and I have told many of my friends what happened and they were horrified and I am sure they will spread the word to others never to use Orbitz.Given my experience with Orbitz, I sure hope that they do indeed refund the money to my credit cardI will be examining the credit card statement and if I don't see the refund in the next two cycles or so, I will be filing another complaint with Revdex.com Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2014/09/26) */ Dear Ms[redacted] The Revdex.com has shared your correspondence with Orbitz so that we may assist you furtherIt is my understanding that you feel you were not quoted the correct fare rules when cancelling your ticketOn behalf of Orbitz, I apologize for this frustrating experience and any inconvenience it has caused for youI appreciate the opportunity to review this matter and assist you Unfortunately, the call recordings are too far past dated to retrieve to reviewHowever, as a gesture of our goodwill, we would like to offer you a $travel voucher that you may use toward your next Orbitz.com prepaid bookingOur 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.comPlease reference case number XXXXXXX and my letter offering the $voucher in your requestOrbitz will then issue a credit to the card used for the new bookingThis offer is valid for one year from the date of this letter, until September 26, Ms[redacted] we value your business and hope to have a future opportunity to restore your confidence in our products and services Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

Initial Business Response / [redacted] (1000, 5, 2015/07/08) */ Dear [redacted] The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you furtherIt is my understanding you are upset because the Best Price Guarantee claim you filed was deniedI appreciate the opportunity to review your claim, and respond to your concerns After reviewing your account, I show an exception was made the claim was approvedIf the reservation is not canceled; to business days after travel is completed; we will add to your account for the rate difference, and the for being a Silver member [redacted] thank you for allowing me to review this situation with youWe appreciate your business, and we hope to have an opportunity to serve you in the future with your travel needs Sincerely, [redacted] Orbitz Customer Relations Chicago, IL Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) Final Consumer Response / [redacted] (3000, 13, 2015/08/31) */ I have submitted complaint regarding Orbitz Price match policy The vendor said that they will refund my money however they didn't do it I am unable to access my complaint can you please looked it up Complaint # XXXXXXXX Thank you, [redacted] Final Business Response / [redacted] (4000, 15, 2015/09/03) */ Dear [redacted] Thank you for the quick responseYour claim was approved, and we do offer Orbucks and not a refundPlease know I have manually added $for the rate difference, and $for being a Silver member You have a current balance of $218.65, and these are available for you to use toward a prepaid qualifying hotel booking [redacted] please review your "Orbucks Activity" and let me know if you have any questionsWe appreciate your business, and we hope to have an opportunity to serve you in the future Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

After hours on and off hold being transferred to a "different supervisor" times, I'm still stuck with a ticket I cancelled within the hour time frame of booking

Dear Mr [redacted] , The Revdex.com has shared your recent correspondence pertaining to not receiving a refund as previously advised on Orbitz locators [redacted] and [redacted] I appreciate the opportunity to review your account and respond to your concerns Please know that I have reviewed Orbitz locators [redacted] and [redacted] Each booking was for the amount of $for each way, and a refund was processed on March 10, as previously advised The refund was processed to the [redacted] ending in ***, which was the card used at the time of the booking The two refunds in the amount of $each, are showing successfully processed, and should appear on your card within to business days Mr [redacted] , if you still feel that you have not yet received the refunds, you should contact your bank directly Thank you again for the opportunity to address your concerns Sincerely, [redacted] Orbitz Customer Relations Tell us why here

October 25, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding emailsWe understand from the customers complaint they are requesting a stop to daily emails.Our records indicate on September 20, the customer booked a package reservation through Orbitz.comUpon booking this reservation the customer registered their email address for a permanent accountAs of October 22, Orbitz has requested to remove the email address from receiving promotional email.We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] Tier Customer Service

Terrible customer serviceAssistant had poor EnglishI was on the phone with them for over minutes about a cancellation and refund

Initial Business Response / [redacted] (1000, 5, 2015/02/13) */ Dear Ms [redacted] The Revdex.com has shared your recent correspondence pertaining to the cancellation of your flight reservation to LisbonI appreciate the opportunity to review your account and respond to your concerns It is my understanding that you are requesting a full refund of your recent bookingMoreover, you mentioned that you were not able to locate your reservation on the Orbitz website; causing you to cancel your reservation through ***a Airlines websiteOn behalf of Orbitz, I sincerely apologize for any confusion you experienced Ms [redacted] after reviewing your account I have confirmed that your flight reservation was cancelled on February 11, on the Orbitz.com websiteUnfortunately, the 'Free Cancellation' would not be advertised as an option to cancel on February since your booking was made on February Furthermore, the cancellation option chosen for your flight to Lisbon was a Future Use cancelBecause your reservation was cancelled for future use, you have the option to use the value of your flight for a new flight at a later dateHowever, this option does come with Airline fare rules In order to use your Lisbon flight credit for a new flight, there will be a $***a Airline change fee, $Orbitz reissue fee, plus or minus any difference in fare from the old ticket versus the new ticketFurthermore, the ticket is only valid for year from the date it was originally bookedPlease know that if you choose to use this ticket for future travel, the new departure flight needs to depart by February 02, in order to take full advantage of the creditFailure to use this credit before February 02, will result in the ticket being forfeited Your request has received every consideration; however, Orbitz is not in a position to refund a non-refundable ticketNon-refundable ticket rules include airline waivers only in the event of the death of the traveler or spouse Ms [redacted] we regret our response cannot be more favorableWe do value your business and hope to have a future opportunity to serve you with your travel planning needs Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

March 22, 2017Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted] Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservationWe understand from Mr [redacted] complaint he is requesting a full refund of his flight reservation.Our records indicate that on December 23, the customer self-booked a round-trip flight reservation for one travelerThe customers flights were operated by [redacted] Airlines, departing from Newark, NJ to Tulsa, OK on December 24, and returning on December 30, from Tulsa, OK to Newark, NJ.From time to time and for a variety of reasons, airlines issue schedule changesWe understand that these changes can be inconvenient, time consuming and not customer friendlyHowever, 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 providersAmerican Airlines was the operating carrier and merchant of record for the customers departure flights (the entity that received the funds and the company that charged the credit card) on this itineraryOrbitz has no control over when, or how often, airline initiated schedule changes occurOrbitz cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies.On December 23, the customer contacted our customer service department multiple times for assistance in regards to his flight changeOur records reflect that the agent that changed the customers flights did not change the first leg of the customers flightDo to that the customers new ticket did not have a flight departing on December 24, from Newark, NJ to Detroit, MI.We apologize for any inconvenience this lapse in time may have caused youWe would also like to apologize for the customer service issues you experienced in trying to change your reservationWe would like you to know that every reservation is important to us and our main goal is to provide a smooth and pleasant experience to our membersAfter further investigation we are happy to see that on December 23, a corporate customer service agent was able to purchase a new departure flight at no cost to Mr [redacted] As Mr [redacted] was able to fully use both flights on both itineraries we are unable to authorize a full refund of his reservation.We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted] Tier Customer Service

June 28, 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 customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservationWe understand from Mr [redacted] ’s complaint he is requesting a new ticket to be issued at the rate at which it was booked.Our records indicate on June 9, the customer self-booked a round trip flight reservation for two adultsThe customers flights were operated by LOT- [redacted] Airlines, they were scheduled to depart from Chicago, IL on September 9, and return to Warszawa, Poland on September 16, 2016.We have confirmed that due to a system error the customers tickets were unable to be successfully issuedDue to this by the time the customer was notified about his unconfirmed flights LOT- [redacted] Airlines had canceled the customers flights and the fare associated to the customers flights had increasedOur records reflect multiple calls being made into customer service by Mr [redacted] in regards to his canceled flightsDue to the fact that the fare for the customers flights had increased our agents were unable to reissue the customers tickets with the fare that they were originally reserved at.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 providersWe utilize a real-time airline reservations database that contains current ticket prices and availabilityThe database is updated regularly as fares change and seats are soldIn addition, the airline limits the number of seats available for discounted fares; as the discounted seats sell out fast, those airfares are no longer availableConsequently, it is possible that a specific fare that is available when customers book their reservations will no longer be available when it comes to ticketing the reservationAirfares are subject to change until the tickets and the reservation is confirmedOrbitz is unable to change or alter the fares provided by the airlines therefore we are unable to book Mr [redacted] ticket at the rate originally quoted.When finalizing a reservation on Orbitz.com, the user agrees to the specific rules and restrictions provided during the booking sessionAs set forth in the Orbitz Terms of Use:SUPPLIER RULES AND RESTRICTIONS:Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you selectPlease read these additional terms and conditions carefullyIn 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 websiteYou 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 servicesAirfare is only guaranteed once the purchase has been completed and the tickets have been issuedAirlines and other travel suppliers may change their prices without noticeWe reserve the right to cancel your booking if full payment is not received in a timely fashion.We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] Tier Customer Service

Complaint: [redacted] I am rejecting this response because:Thank you for responding to my complaint In regards to my car rental with [redacted] Rent A Car on May 26, 2017, I was only given a confirmation number [redacted] ) and trip ID/order number ( [redacted] ) I purchased the car rental via [redacted] website which is powered by [redacted] Under the "Customer Support" section of my itinerary, it states "for questions regarding your car reservation please contact Orbitz Customer Care at [redacted] or by email at [redacted] upport@ [redacted] .com." My car reservation included a pion May 26, and drop-off on May 29, The Orbitz site automatically selected a time of 11:am for both the piand drop-off When I booked this reservation, I was never given the opportunity to select my own times As a result, instead of being charged $per day, which is listed on my itinerary, I was charged $per day because I was off by a couple of hours with the piand drop-off times I am happy to provide any additional information you may need.I strongly advise that Orbitz correct this issue on their site, as the only reason I booked my reservation with Orbitz is because I believed I was getting a lower rate Sincerely, [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]

This may be the worst experience I have ever had with any companyI have used Orbitz before with good results but try to make a change in your plans and forget it I will just quickly sayI made flight plans and had to change themThis requires a penalty fee be paid which I had no choice and is par for the courseOrbit set up my new flight and took my credit card infoI never received an email regarding my new flight so I called back and after hours on the phone, you read that right, hours, they told me that they didn't have a record of my change and also that now the fee has gone upi argued I wasn't paying a higher fee for there mistakeNot to mention the flight I had switched to was no longer availableI had to pick a new flight and pay the original feeThe charge showed up on my card but after calling the airlines they stated number 1, no fee, then they could not see the updated ticket, etc, etc, more calls to orbitz, finally fixed ticket after many callsFee as of now has not been charged, I will loose my flight with the airlines if the fee is not charged next weekI have talked to many operators at orbitz and supervisors just one today who said they would call me backOver and hour so far no call back This is the short version of the nightmare of dealing with orbitzI will never use them again

I booked an international flight with multiple airlines with Orbitz, returning 6/1/ When I was leaving from Warsaw Poland, the first leg of my trip back to the US turned out to have no ticket number and wasn not issued at all (I did ultimately did get on that flight only with almost hours of pleading and arguing and finally rebooking entirely.) Orbitz refused to take any responsibility and customer service is a joke (They should not be allowed to use the words customer and service in the same sentence at Orbitz.) Do yourself a favor and find any other company to book a trip You may find yourself without any flight at all as I did

Complaint: [redacted] I am rejecting this response because: This is very very irritating this whole back and forthWe spoke in the morning about this situation we spoke about you wanting to refund my flight with ought any prior permission and or authority to do soWe spoke in regards to Orbitz charging me $1,more then the agreed upon amount this has nothing to do with soft charges and pending charges I didn't have any knowledge about this transaction Orbitz as a whole has no authority to do so and a soft charge on the account should still be in the limitsof the full amount agreed upon at the purchase of the tripOrbitz customer relations is just pushing me to take a voucher again and again't it started on the phone from a supervisor for 25$ it turned very quickly to 75$ and now once again you have raised itI really don't like being treated like a dirty rag trying to be sent out to the cleaners in the fastest and cheapest way possible The issue at hand is Orbitz not having any right to charge me $more then agreed upon even if it is temporaryDoing so but me in overdraftUnlike you I don't make 100k a year so my account isn't full with money going into overdraft puts me in a position where I get fined from the bank ( it's a very fun feeling) go explain to the bank it's only 3-businessdays It'seems like me stealing money from a bank after 3-business days bringing it back and telling themoooo I was just checking what 5K cash felt like in my hands now let me give it backJust like I have no right with ought permission to take money from anyour person or business with ought any agreement or permission before handOrbitz shall not be qualified to do so either I agreed to be charged time charge of $not different charges on different days for $any way you turn it or twist it its breech of contract and theft even if it was money that was pending then put back if I didn't known or agree to it and it doesn't say anything about it on my recipts or terms and conditions on Orbitz contracts then you cannot do itAgain And your fake Orbitz main office website that you have you should fix it doesn't look good and as I have been doing my homework there are alot of people that are complaining about the same issue being stuck at airports because of overcharging and stuck in rental car locations I'm sure they will help meach she'd some light on this issue Being offered 75$ 100$ 25$ time after time just shows me how a company like Orbitz just likes to step on the little guy on the person who works hard and all he wants is to treat his wife to a little trip he gets knocked down with no one around to careAgain if you want somthing resolved you either do it face to face or over the phone not through emails Thank you for your time I hope you have a successful week [redacted] Sincerely, [redacted] ***

Dear Ms [redacted] , The Revdex.com has shared your recent correspondence pertaining to your Best Price Guarantee claimI appreciate the opportunity to review your account and respond to your concernsIt is my understanding that you booked a ticket reservation on our website on December 15, to travel to Moscow Days later, you contacted Orbitz Customer Service advising that you found a lower fare You also on to say that encountered a lack of professionalism on the part of our staff Our aim is to meet or exceed customer expectations Please know that I have reviewed your account, and I was unable to locate the phone call that you made to Orbitz Customer Service, after December 15, the last phone call log that I was able to locate was made on November 30, Please know let me explain the terms of Best Price Guarantee The terms of the Best Price Guarantee for flights require that the claim is submitted hours from the time you made your booking Also the flight number, carrier, class of service, and dates of travel for the same passengers, itinerary and cabin, where the comparable rate is at least $lower than the airfare booked on Orbitz.com, excluding any service, booking, processing, shipping, paper-ticket or other fees charged by OrbitzMs [redacted] , you confirmed your airline ticket on December 15, and per your email you note that you contacted Orbitz Customer Service days later Because the terms to Best Price Guarantee require that the claim be submitted within hours of booking, your request was denied I apologize for any inconvenience this may have causedMs [redacted] , 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 youSincerely, Luisa [redacted] Orbitz Customer Relations Chicago, IL

Complaint: [redacted] I am rejecting this response because: 1) The error was on the part of the airlineI make no sense that I will book two [redacted] Airlines tickets for the same day and time but traveling in the opposite direction2) Orbitz, should have acted responsibly and informed me that of a missed flight 3) They also charged me 50% more of the $I paidTaking advantage rip me off for their own mistakeThe charges are excessive, disproportionate and exploitative They exploited the fact that I was desperate to return to work to inflict heavy charges on me Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2014/04/21) */ Ms[redacted] The Revdex.com has shared your recent correspondence pertaining to the rate increase of your package during the booking processI appreciate the opportunity to review your account and respond to your concerns Airfares and availability change throughout the day, based on demand for the flight and the airlines' right to change them at any timeUnfortunately, fares can change very rapidly as the carriers continually adjust their flight loads, especially during peak travel timesOrbitz monitors these changes closely and makes every effort to keep our fare displays as current as possible Ms [redacted] , if a fare is no longer available, you will either receive a message advising you to make another search, or you will be given the next available rate until your flight choices have been updatedPlease understand that airline fares are controlled by the airline, and charged to you by the airline directlyOnce a fare is no longer available, Orbitz is not able to restore a fareIf you would like to forward me a copy of the flights in question, I can request that they be updated Nevertheless, as a gesture of our sincerity, Orbitz would like to offer you a $USD future travel voucher on your next prepaid Orbitz.com airline, hotel or vacation package bookingOur 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] reference case number [redacted] and my letter offering the $voucher in your requestOrbitz will then issue a credit to the card used for the new bookingThis offer is valid April 21, Mr [redacted] , thank you again for the opportunity to address your concernsWe do appreciate your business, and hope that we have a future opportunity to serve you Sincerely, [redacted] Orbitz Customer Relations Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/04/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) I want to thank both the Revdex.com and Orbitz for such timely responseI understand airline's change prices or run out of seats but it is Orbitz job to keep up and make sure they are providing accurate informationI tried every day last week and kept getting the same initial offer but at checkout was $moreI will accept their $voucher for a future flight Final Consumer Response / [redacted] (450, 8, 2014/04/21) */ The consumer indicated ONLINE that the business responded to this complaint to his/her satisfactionHe/she also stated: