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Reviews Travel Agency Orbitz

Orbitz Reviews (2427)

Dear Ms. [redacted], The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you further. It is my understanding that you are...

upset to find that your reservation under record locator [redacted] did not qualify for our Best Price Guarantee Program. I appreciate the opportunity to review and respond to your concerns. As with any Marketing program, there are terms and conditions that one must meet to receive the reward. We do state in our terms and conditions, that the price difference cannot be due to taxes, fees, a change in or use of a different foreign exchange rate, or the use of a promotion code, coupon code, or other discount on a competitor’s site. Also, after reviewing the screen shot you sent; we show the base rate was higher than what was booked on Orbitz.com. Unfortunately, as the terms and conditions were not met; we cannot approve your claim. However, I do show you were issued a $50 future travel voucher. That voucher has already been redeemed to the credit card used to make the new booking. It usually takes 3 to 5 business days for the refund to post to the account. Ms. [redacted], thank you for allowing me to review this with you. We appreciate your business, and we hope to have an opportunity to serve you in the future. Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

Initial Business Response /* (1000, 5, 2014/12/10) */
Dear Ms. [redacted]
The Revdex.com has shared your recent correspondence pertaining to the airline credit you are wanting to use towards a new flight reservation. I appreciate the opportunity to review your account and respond...

to your concerns.
At this time we are still reviewing your reservation, and working towards a resolution. Please know that we apologize for any delays, and we will reach out to you once we have any further information.
Ms.[redacted] we appreciate your patience.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL.
Consumer Response /* (-5, 10, 2015/01/16) */
The response from the business stated they will see what they can do; however I was never notified of an actually resolution to my problem.
Consumer Response /* (-5, 11, 2015/01/16) */
This case has not been resolved. The company never notified of a resolution. Please advise if I will need to resubmit my claim.
Consumer Response /* (3000, 14, 2015/01/20) */
I never received a resolution from orbitz. Please assist.
Thank you
Business Response /* (4000, 16, 2015/01/23) */
Dear Ms. Haynes
,
The Revdex.com has shared your recent correspondence pertaining to the Qantas Airlines flight reservation that you have cancelled on August 4, 2014. I appreciate the opportunity to review your account and respond to your concerns.
Ms. Haynes, we certainly apologize for any confusion, and we really appreciate your patience while we investigated this matter. I have confirmed with Qantas Airlines and our Refund Department that the unused taxes for both of your tickets have been refunded to your account on December 8, 2014 in a total amount of $405.20. Please allow up to 45 days from that date to receive this refund to your account.
Furthermore, after reviewing your account I have confirmed on August 8 you contacted an Orbitz Support agent in regards to processing an exchange; however, we were unable to locate your specific flight request. At the time of this call, our agent advised you of the airline change fee of $200, reissue fee of $30 and any difference in fare to be added at the time you choose to exchange your ticket. In addition to the agent advising you of the penalties, you were also advised that you would need to cancel and rebook prior to your departure. We do show your tickets were cancelled online the Orbitz.com website, and at this time, the tickets do not have a value. Unfortunately, Qantas Airlines only allows the reservation to be rebooked prior to the departure date for these tickets.
To complete the cancellation process, all users are required to agree to the fare rules and the terms and conditions that govern that ticket. At this time, your ticket has no value. Please understand Orbitz is only a distributor of tickets for airline carriers we display on our site. This entire fare was paid to Qantas Airlines and Orbitz is required to adhere to all of the airline's rules and restrictions.
Ms. Haynes, we wish our reply could be more favorable. However, we are confident that you were informed of all pertinent information, including the time frame in which an exchange could successfully be processed for your tickets prior to the cancellation you processed on the Orbitz website.
We appreciate your business and we hope you will provide us with a future opportunity to serve you with your travel planning needs.
Sincerely,
LaToya Snell
Orbitz Customer Relations
Chicago, IL.

Dear Ms. [redacted] The Revdex.com has shared your recent correspondence pertaining to your Orbitz...

confirmation number PBORB2663938294.  I have reviewed your reservation history to better understand the nature of your concerns.  I found that you purchased a round trip ticket to Pensacola to Denver on December 23. Furthermore, you did not use your outbound flight and when you checked-in for your return flight it had been cancelled. Please understand that when you purchase a ticket, the segments need to be used in date order, if the segments are not used in sequence, the airlines will cancel the entire booking.  This what the airlines call a “no show." This would be the same policy if you purchased your tickets with an agency or with the airlines directly.  In your case because you did not use your outbound segments, American Airlines automatically canceled your return flight.  As a travel agency, Orbitz is required to follow all airline rules and restrictions. Furthermore, because you “no show," Orbitz or American Airlines, the websites are not setup to send messages when the customer does not voluntary check-in for their flight.  I apologize for any inconvenience this may have caused.  On your behalf, I have contacted American Airlines.  The American Airlines agent advised, that American Airlines can change the status of your ticket in order for you to reuse your funds for future travel.  However, American Airlines charges a $100.00 fee to change your ticket status and allow you to reuse your ticket.  Also, once you are ready to use the funds, American Airlines will charge a $200.00 change fee and plus any fare difference for your new booking. As a onetime gesture, Orbitz will waive the $30.00 service fee when you have your ticket reissued. I do understand that mistakes do happen and please understand that I am empathic to your concerns. However, as a travel agency, Orbitz does have to follow the airline’s policies and restrictions, otherwise Orbitz would be fined by the airline. Ms. [redacted] should you wish to have the ticket status change, please let me know, and I will use your account to charge American Airlines $100.00 imposed fee to change your ticket status in order for you to reuse the funds.  Sincerely, Luisa [redacted] Orbitz Customer Relations Chicago, IL

Initial Business Response /* (1000, 5, 2014/08/01) */
Mr. [redacted],
Thank you for contacting Orbitz via the Revdex.com. We appreciate the opportunity to review and respond to your inquiry.
I understand from your comments that an original reservation was "phone booked" via...

Orbitz.com Sales on February 16, 2014. The ticket was to be Round-trip from Fort Lauderdale to Las Vegas, NV. Departing March 23, 2014 and returning March 28, 2014. Later, March 16, 2014 you contacted Orbitz to make a change to the return portion of your reservation. However, upon arriving at the airport, March 23, 2014, you found no departing flight was confirmed.
Mr. [redacted], we sincerely regret you've had any difficulty with your travel. However, upon review of the account and reservations associated with Orbitz Member email[redacted] no trip booked on February 16, 2014. Regrettably upon review I only found the trip, as you mentioned, booking on March 16, 2014 for one-way travel on March 28, 2014. This is Orbitz Confirmation# [redacted], USAirways ticket [redacted]
Please know that there were no "changes" to this ticket. The ticket was used as originally booked for travel; one-way with departure on March 28, 2014 from Las Vegas to Los Angeles. Traveler - [redacted], ticket value was paid to USAirways in the amount of $129.00USD. This ticket was originally booked on March 16, 2014 and fully used March 28, 2014.
However, I did find your referenced reservation, booked under a different Orbitz Member Account for Mrs[redacted]. Orbitz Confirmation [redacted] was booked on February 19, 2014 for traveler Andrew [redacted], USAirways ticket[redacted] As you mentioned the travel was booked for round-trip travel departing March 23, 2014 from Fort Lauderdale and returning March 28, 2014.
Please know, as you mentioned the travel was cancelled, also on February 19, 2014, same day as booked. Therefore, as we advised Mrs. [redacted] at the time of cancellation, the ticket cost of $567.00USD paid to USAirways was refunded to card ending 0042. There would be no further credit/ticket value -all funds were refunded back in February. Please do review the associated billing statements for the corresponding "credit/refund".
The reason you incurred no "change fees" for Ms.[redacted] ticket, purchased March 2014 was due to the fact the reservation was booked new. In addition, please know the original ticket, booked February 19, 2014, was for travel valid only in your name. Therefore, in the event cancellation for "future use" occurred, only the original traveler may apply the credit to future travel. USAirways credits are non-transferrable. Regardless, in this case, the original ticket, [redacted], was "courtesy cancelled" for full refund.
Mr. [redacted], thank you for contacting Orbitz. Please do let me know if you have further questions or concerns. We value your business and hope for future opportunity to serve your travel needs.
Kind Regards,
[redacted]
Orbitz Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (3000, 7, 2014/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Ms[redacted]
Your response indicates that you do not understand what has transpired... at all.
1. My reservation was not "phone booked". It was booked via your website by[redacted] (my assistant)
2. Your website charged my credit card twice when[redacted] made the booking. We noticed this and[redacted] called in that same day to cancel the duplicate reservation. This resulted in the $567.00 refund. This is NOT an issue at all and does not need to be considered or discussed further.
3. [redacted]'s ticket that I purchased has absolutely NOTHING to do with this situation. The fact that you based the majority of your response on her ticket is frustrating.
Your reply has nothing to do with the issue(s) that I experienced. Fortunately another Orbitz employee was able to comprehend the situation and your company's failures. Despite not getting the full reimbursement I was promised, I will be accepting the $500 travel voucher was offered.
I suggest tightening up your internal systems so that you aren't responding to Revdex.com complaints with total nonsense.
-[redacted]
Final Business Response /* (4000, 9, 2014/08/08) */
Mr. [redacted],
I understand that your position is that your account history and booking records are not properly represented by my previous response. Therefore, please provide the Orbitz Confirmation number to which you refer. I will be happy to re-review our records in case of any error.
Thank you for providing the clarification of Orbitz Confirmation necessary for any further review.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL

Dear Mr. [redacted]
The Revdex.com has shared with us your...

correspondence
regarding your recent Orbitz experience. It is my understanding you are
requesting a refund for the checked baggage fees you incurred on your recent
trip to New Delhi as you state you were misinformed regarding the airlines baggage
policy. I appreciate the opportunity to review your account and respond to your
concerns.
On behalf of Orbitz, I would like to apologize for any
frustration this has caused you.
Please know on your outbound flight to New Delhi as your
first flight was with United Airlines you do have to adhere to their checked
baggage rules and not Air India’s. I understand you state you contacted Orbitz
before you made the booking on May 11, 2015, and they advised it would be Air
India’s baggage policy that you follow; however, upon further review we do not
show an agent accessed your account until December 5, 2015. Unfortunately, as
we cannot verify the information provided to you, Orbitz would not be in a
position to process a refund for the additional amount United Airlines charged
you for your baggage on the outbound flight.
Mr. [redacted] I have verified with Air India that your
tickets only allowed 1 free checked baggage for the return flight. As the information
provided on the Orbitz site does state Air India allows 2 free checked bags,
Orbitz will provide you with a refund for the fees charged for the second bag
on your return flight, from New Delhi to Detroit, once you have provided me
with the receipt for the charges. You can scan and attach them to your reply, or
you can fax them to my attention at 1-800-520-0459.
We 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

Initial Business Response /* (1000, 5, 2015/07/07) */
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're requesting a refund for the unused taxes for your reservation under record...

locator PBORBXXXXXXXXXX. I appreciate the opportunity to review your account, and respond to your concerns.
Please know I have forwarded your refund request to our Refunds Department. On your behalf; they have contacted [redacted] Airlines and requested they process a refund for the taxes, or give us the information, so we can process. Once we get a response, you will be notified immediately of their decision.
[redacted], meanwhile, should you have any questions, please let me know.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL

Initial Business Response /* (1000, 5, 2014/07/10) */
Hi Mrs.[redacted]

Thank you for contacting Orbitz via the Revdex.com. We appreciate the opportunity to review and respond to your request.
I understand that you were told that a booking was non-cancellable and...

non-refundable, disputed the charge via your bank, and were denied credit through the bank. Therefore, you've been advised to contact Orbitz to request refund. In order to review this issue, I'd need to access to your Orbitz Member Account and booking details.
However, the email address provided, [redacted]@western.org is not associated with an Orbitz Member Account; and the customer/traveler names[redacted] are not "unique" within our system/records. Regrettably without the proper info to identify your booking, I'm unable to investigate this issue and assist.
Mrs.[redacted] if you'd please provide the Orbitz Confirmation# and Orbitz Member Email associated with the booking, I will be happy to look into this event further.
Thank you for reaching out. I look forward to receiving your Orbitz info.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (3000, 7, 2014/07/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
record locator PBORBXXXXXXXXXX[redacted] I want you to take care of this for me and just refund my money back please. I don't want another trip from your company.
Final Business Response /* (4000, 14, 2014/07/21) */
Mrs.[redacted]
Your trip as self-booked held certain supplier penalties. You were properly advised at the time of booking and agreed to the supplier terms, including airline fare rules; well as Orbitz Terms and Conditions. Orbitz does not hold the funds paid for airfare - airfare was charged directly by the carrier. And as advised, the hotel as agreed at the time of your selection and confirmation, was paid by Orbitz.

Regrettably, no Orbitz refund is possible. I wish our response could be more favorable. We sincerely apologize for any continuing dissatisfaction in this regard.

Kind Regards,
[redacted]
Orbitz Customer Relations
Chicago, IL
Final Consumer Response /* (4200, 12, 2014/07/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I Want my money back bottle line some one with your company need to send me a refund check.

April 14, 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 Edward [redacted] (Revdex.com case number [redacted]) regarding a car reservation. We understand from Mr. [redacted] complaint he requesting a refund of the insurance purchased for a recently unused car reservation. On April 14, 2016, we contacted Mr. [redacted] to acknowledge receipt of the Revdex.com complaint but were but were unable to reach the consumer.Our records indicate on January 31, 2016 the customer self-booked a car reservation with Orbitz. The customer reserved a [redacted] [redacted] or similar with [redacted]. The car is due to be picked up on March 19, 2016, in Cancun and returned to the same location on March 25, 2016. The customer also purchased “Car collision damage protection”.We can confirm that on March 31, 2016 the customer emailed our customer service requesting a refund of the car insurance since the car reservation was never utilized. Due to security purposes Orbitz is unable to process refunds requested via email.As an effort to advocate on the customers behalf we contacted [redacted] on April 14, 2016. [redacted] advised us that on March 19, 2016 Mr. [redacted] was unable to utilize the car reservation. Due to this we are able to refund the unutilized “Car collision damage protection”. As of April 14, 2016 a refund of $77.00 was processes to the customers original form of payment. The time it takes the refund to post to the customer’s account depends on the time it takes the Mr. [redacted] credit card company to process refunds.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

Initial Business Response /* (1000, 5, 2014/03/26) */
Dear [redacted]
The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you further. I understand you are upset due to the amount you were charged to change your reservation, and you would like a...

refund. I appreciate the opportunity to review and respond to you.
Please know each airline provides us with the terms and conditions of their ticket which we must follow. Per the terms and conditions set for your flight by United Airlines, the ticket you confirmed was non-refundable. To change the reservation, you would incur the airline penalty fee of $200, an Orbitz fee of $30 plus any additional fare. During the booking process, you are able to see in full the rules set in place by the airline for the specific ticket you have selected. Under the Review Fare Rules, Terms and Conditions section of the booking process, it does state: "See an overview of all the rules and restrictions applicable for this fare."
The rules and restrictions portion of the sentence is in blue, which when clicked on will take you to the complete rules of the ticket you have selected. You must agree to the terms and conditions before you can complete the purchase. Also, per the documentation in the record, the agent advised you of the fees to make the change, and you agreed. Orbitz, as a travel agency, has to abide by the fare rules placed on the ticket by the carrier. Unfortunately, we are unable to refund the fees incurred to change the reservation.
[redacted] I wish I could offer a more favorable response, but we do have to follow the airline rules and restrictions associated with your reservation. If you have any questions, please let me know. We appreciate your business, and we hope to have an opportunity to serve you in the future.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL

Dear Ms. [redacted],
The Revdex.com has...

shared your recent correspondence pertaining to your refund.  I appreciate this opportunity to respond to your concerns. Per my previous email sent to the Revdex.com on February 12, Orbitz has refunded the airline's cancel fee in the amount of $849.00 to your account ending in [redacted].  Furthermore, I advised should you want the $250 future travel voucher surrendered to please advise me.  However, I did not receive a response from you to surrender the voucher.  I apologize for any confusion this may have caused.
Today, per your request, I have surrendered the voucher in the amount of $250.00 to your account ending in [redacted].  Please allow 3 to 5 business days for the refund to appear on your account. 
Thank you again for the opportunity to address your concerns.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL

November 9, 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 [redacted] did not accept our response and/or resolution offered.In regards to itinerary [redacted] our records indicate on October 29, 2016 the customer self-booked a hotel reservation for two travelers using Orbitz.com. The customer purchased a one night hotel reservation at [redacted] Page/Lake Powell, checking in on November 25, 2016 and checking out on November 26, 2016.Starting on October 29, 2016 the customer submitted multiple BPG claims. After reviewing the claims we understand that all claims were denied due to the lower rate not be available at the time of validation. We apologize for any inconvenience this lapse in time may have caused. We would also like to apologize for the customer service issues experienced in trying to obtain a price match of the reservation. We would like the customer to know that every reservation is important to us and our main goal is to provide a smooth and pleasant experience to our members.After further review of the lowest price match submitted by the customer on October 29, 2016 we are able to validate the customers claim. As of November 9, 2016 Orbitz has submitted a refund of $0.69. 50 Orbucks was also added to the customer’s account.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

Initial Business Response /* (1000, 5, 2014/02/25) */
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 you are having trouble in using your canceled...

ticket credit when contacting Orbitz.
In reviewing your booking history, I find that upon speaking with a supervisor on February 20th, she searched dates and for the flights you requested, however, due to the cost to make the change, you declined to process the ticket at that time.
Please know that per the airline ticket fare rules, the new ticket base fare must be equal to or higher in base fare than the original ticket. The fare cannot be lower.
The airline mandated change fee of $150.00, plus any fare difference, along with our $30.00 service fee will be collected at the time of booking.
Ms. [redacted], if you would like to process the ticket change per the airline ticket fare rules, please contact our Customer Care Team at XXX-XXX-XXXX for assistance.
Please know that we are mandated to exchange tickets in accordance with the airline ticket fare rules.
Mr. [redacted], I hope this information is helpful. We appreciate your business and hope for a future opportunity to service your travel needs.
Sincerely,
[redacted]
Orbitz Customer Relations
Final Consumer Response /* (4200, 11, 2014/02/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like to hear this audio. No where in the audio will you hear that I was told that the ticket price for rebooking must be equal to or greater than the original ticket price. Also, I never said that the agent said I would only have to pay 2239.00 for rebooking, rather that was what I would have left for a ticket after fees are taken out. Again, if the ticket price must be equal to or greater than the original ticket, why did they tell me a price lower than the original ticket price. They should have told me that the fees must be added to the top of the original ticket price. You dropped the ball on telling me that the ticket must be of equal or greater value and that the fees must be applied above the original ticket price. Again, your company failed to proper inform me of what all the requirements would be to rebook when I canceled, which makes it your fault.
Final Business Response /* (4000, 13, 2014/03/05) */
Dear Mr. [redacted]:
Thank you once again for your continued correspondence and persistence.
Please know that airline ticket fare rules were supplied to you on the date of booking.
Our agent advised the airline change fee, plus any fare difference would be collected.
Please know that we are unable to allow you to hear the call as this information is proprietary.

We have given this matter every consideration and at the same time, provided you detailed responses regarding it. We regret your on-going unhappiness with our service.
As we have evidently reached an impasse, I must advise that there is nothing further we can do in this matter. However, if you contact Customer Service we can reissue your ticket within the ticket airline fare rules.
Regards,
[redacted]

Initial Business Response /* (1000, 5, 2014/05/05) */
Dear Ms. [redacted]
The Revdex.com has shared your recent correspondence pertaining to you trying to reserve your flight while we were undergoing site maintenance, and that the incorrect email was entered during your...

booking process. We certainly apologize for any inconvenience this has caused, and I appreciate the opportunity to review your account and respond to your concerns.
Upon reviewing your account, I do show that Orbitz record locator PBORBXXXXXXXXXX was reserved under the incorrect email address of [redacted]@sbclgobal.net. When this booking was confirmed, a new account was made. Since you already have an account under the email address of [redacted]@sbcglobal.net, I would not be able to use the same email address to correct the new account. However, if you have another email, such as a work email, we can change the account to that address so that you can get any updates on your upcoming trip. Once this trip has been completed, you would want to sign into your [redacted]@sbcglobal.net each time before making a trip to ensure that your Rewards points are properly earned.
Regarding your rewards points, I have subtracted the $2.45 in rewards earned for Orbitz locator PBORBXXXXXXXXXX, and placed them into the correct account under [redacted]@sbcglobal.net. This way, all of your points will be under the correct account.
As a web-based company, we do have to perform maintenance from time to time on our website. This is something that must occur on all websites, and as airline ticket prices are not guaranteed until ticketed, we are unable to offer a refund of the difference in fare if a ticket price increases during the maintenance period. Please understand that Orbitz does not hold the funds for airline tickets reserved. Nevertheless, as a gesture of our sincerity, Orbitz would like to offer you a $50 USD future travel voucher on your next prepaid Orbitz.com hotel or vacation package booking. Our voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needs.

Here are the instructions for the future travel voucher:

When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [redacted]@Orbitz.com. Please reference case number XXXXXXX and my letter offering the $50 voucher in your request. Orbitz will then issue a credit to the card used for the new booking. This offer is valid until [redacted] 5, 2015.
Ms. Whittemore, 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
Initial Consumer Rebuttal /* (3000, 7, 2014/05/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thats fine I understand your a web bassed business and have to pull maintainance now and then, but if youre going to direct people to your phone line you need to staff it adequately. I tried to call the phone line only to be met with a ridiculous hold time.
Also, Although I realize the typo was my fault, I'd like to suggest that If you add a safety where people have to type their email address twice it could catch typos and save a lot of hassle. Especially since there is no way behind the scenes to move a trip from one account to another once its booked.
Now that I advised of what my typo was I was able to go in and change the email myself to a secondary email, however your rep was going to resend my receipt and never did. Can you please resend my receipt to the the [redacted] address.
Final Business Response /* (4000, 10, 2014/05/07) */
Dear Ms. [redacted]
Thank you for your follow-up reply, and I appreciate the opportunity to respond to your continued concerns.
We do appreciate your feedback, and we apologize again for any confusion. Please know that I have forwarded your itinerary to the new email address of [redacted]@email.com. You can also print and view your itinerary via your "My Trips."
Ms. [redacted], thank you again for the opportunity to respond to your concerns. We do appreciate your business, and hope that we have a future opportunity to serve you.
Sincerely,
[redacted]
Orbitz Customer Relations

I booked a round trip to Daytona Beach Florida for 2. For departure on 10/9-10/15/16 and because of Hurricane Matthew I wanted to cancel On 10/5 Giving them 4 days notice.
I have been trying to cancel on computer to get a refund and all I get a error message of Server is temporarily unable to respond. Please try again. I have tried several phone numbers
and can't get through. [redacted].
I am unable to get through to no one.....
Itinerary # **SSN[redacted]

September 27, 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 credit for a future flight.Our records indicate on September 2, 2016 the customer self-booked a round trip flight reservation on Orbitz.com. The flight reservation was operated by [redacted] with flights departing from Atlanta, GA to San Diego, CA on September 17, 2016, and returning on September 24, 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. As [redacted] was the merchant of record and the company that charged the customer’s credit card, we have to abide by their rules and regulations. Based on the fare rules the customer agreed to at the time of booking, the tickets were non-refundable and non-changeableOn September 16, 2016 the customer called Orbtiz to change her flight. Per documentation when the customer was advised at that time that if she would like to change her ticket she will have to sustain a change fee of $200 to utilize the rest of the credit for the ticket. We apologize about the misinformation that was provided by our agent.On September 27, 2016 Orbitz reached out to [redacted] and confirmed that Ms. [redacted] was able to change her flight reservation without sustaining a change penalty fee due to providing medical documentation. Once again, we would like to apologize for the inconvenience you have experienced, and our regrets that we were unable to offer you a more satisfactory solution to this problem. It is disheartening when our clients feel that we have not met the standards to which we hold our organization and employees, as we attempt to provide the most efficient, quality service available.Despite the customers recent experience, we do value his business. Orbitz is willing to issued a $75 Orbitz Travel Coupon to use on a future trip, due to the inconveniences. This coupon is valid towards the future purchase of an E-Special Rate hotel reservation, either as a stand-alone hotel or in a vacation package. The coupon will appear in the booking path for the next qualified reservation, and it is valid until one year from the date of this letter.As the customer doesn't have a permanent account we are unable to provide the coupon at this time. We request that Ms. [redacted] create a permanent account and respond to the Revdex.com providing an email address to the new account. Upon doing this we will issue a $75 coupon to the customers permanent account.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

Initial Business Response /* (1000, 5, 2015/09/23) */
Dear Mr. [redacted]
The Revdex.com has shared your recent correspondence pertaining to seat allocations for tickets booked via the website. I appreciate the opportunity to review your account and respond to your...

concerns.
From your complaint, tickets were booked via the website on April 15, 2015 for travel on September 5, 2015. Initially, seats were allocated for specific flights; however, upon actually initiating the airlines' website; you were not provided the precise seats; you were asked to pay additional costs in order to be accommodated. You believe that Orbitz should have a better system in place regarding seat allocation. You feel that as a travel agency, Orbitz has the authority to control the seat maps which are provided by the specific airlines. Furthermore; your perception of Orbitz has become discontented due to the service you have received.
Mr. [redacted] I do understand your frustration as you booked seats in advance, only to have the exact opposite occur. Travel can be a hectic experience, and Orbitz does try to meet the expectations of our customers with current information made available on the website.
As an Internet travel agency, we try to provide as much information as possible to our customers, as provided to us by the carriers. When airline tickets are booked through Orbitz, the request is sent directly to the airline for confirmation of the space. The airline usually confirms the space to Orbitz in a matter of seconds. Orbitz, like any travel agency, cannot sell tickets for an unconfirmed or wait listed flight. All segments of the trip must be confirmed for a ticket to be generated.
Please be advised that the airlines do not inhibit seat selection based on where you purchase your ticket and provide the seat assignments to as many customers as possible when the reservations are made through Orbitz.com. 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.
According to my research, after the booked was made, the airline,[redacted] initiated several schedule changes on May 30, 2015. With the changes, the seat allocations may have changed. Regrettably, I am unable to research in detail, regarding the seat allocations after the schedule changes.
We understand your dissatisfaction; however, carriers reserve the right to change their flight schedules at any time, with or without notice. During the booking process, Orbitz presents and customers must agree to the airline fare rules and Ticket Terms and Conditions. This policy is consistent throughout the airline industry, and the same rules would apply if you had booked the ticket directly from the airline or another travel agency.
On the Orbitz website, in the customer support section, we provide guidance for customers who require special seating assistance. We recommend that you contact the airline for seating assistance as Orbitz is not able to override any controls which the airline may have in place regarding its seating allocations.
Although I understand your frustration and dissatisfaction; we are confident that all pertinent information about the terms and conditions' policy was presented to you during the booking process.
Regrettably, Orbitz is not in a position to compensate for any expenses due to the situation presented.
Mr. [redacted] I understand this may not have been the answer you were looking for; however, we hope this explanation clarifies the reason Orbitz will not refund the amount desired of $656.00.
Sincerely,
[redacted]
Orbitz Customer Relations

Initial Business Response /* (1000, 5, 2014/04/22) */*Dear Mr.[redacted]Thank you for contacting Orbitz regarding your recent rental experience. On behalf of Orbitz, I sincerely apologize for this disappointing experience.**It is my understanding that Economy did not accept the insurance...

confirmed with your rental.**Please know that we receive all car information directly from each vendor, Orbitz presented a link to view the car rental rules, which state that Loss Damage Waiver insurance was optional; however, the below would apply if declined. **TO DECLINE THE LDW, THE CUSTOMER MUST *HAVE EITHER A U.S ISSUED GOLD/PLATINUM MASTER CARD OR *A CANADIAN ISSUED GOLD/PLATINUM VISA CARD, AND PROVIDE *WRITTEN PROOF BY THE CREDIT CARD INSURANCE COMPANY *THAT THE CARD HAS RELEVANT COVERAGE FOR ROMANIA.**In addition, Economy advised their policy with regard to deposits:**DEPOSITS AND REFUNDS ARE TO BE SETTLED WITHIN 30 DAYS *FROM CONTRACT TERMINATION DATE. ALL FINES AND ALL *ADMINISTRATIVE FEES ARE TO BE SETTLED WITHIN 30 DAYS *FROM COMMUNICATION DATE. *DEPOSITS - VALID DRIVERS LICENSE AND CREDIT CARD IN *THE SAME NAME. A CREDIT CARD AUTHORIZATION EQUAL TO *THE ESTIMATED AMOUNT OF THE RENTAL PLUS USD/2000.00 *(AMOUNT DEPENDS ON VEHICLE AND OPTIONAL INSURANCE *POLICY SELECTED) IS REQUIRED AT TIME OF RENTAL. IF NO *COVERAGE PURCHASED FROM LOCATION, THE DEPOSIT FOR THE *CAR MAY COVER THE FULL VALUE OF THE VEHICLE. *THE FOLLOWING RENTAL DEPOSITS ARE ACCEPTED VISA AND *MASTER CARD CREDIT CARD. VISA CASH AND DEBIT CARDS *DEPOSITS ARE NOT ACCEPTED. NO REFUNDS ARE MADE FOR *EARLY RETURNS OR CONTRACT CANCELLATIONS. *THE FOLLOWING METHODS OF PAYMENTS ARE ACCEPTED FOR *FINAL CONTRACT PAYMENT: CASH, VISA DEBIT, MASTER CARD *DEBIT. **Nevertheless, I sincerely regret any inconvenience or misunderstanding experienced in this matter; I have also notified [redacted] of this experience with Economy in Romania.**In addition, [redacted] insurance has approved a refund of their policy in the amount of $63.00. Please allow 14- 25 business days for this refund to post to your account on file.**Mr.[redacted], thank you for the opportunity to review your concern and refund request. We appreciate your business and hope for a future opportunity to service your travel needs.**Regards,[redacted]Orbitz Customer Relations[redacted]Initial Consumer Rebuttal /* (3000, 7, 2014/04/22) */*(The consumer indicated he/she DID NOT accept the response from the business.)*We were told by Emil Dumitru that our deposit would be processed on April 10, 2014. Not any longer. But then when they wouldn't answer the phone the following emails were sent...**Dear Sir,Thank you for your email!please note it can take 5-15 working days for the money to show in your account as advised by the bank.*Thank you!Prime Management Client Services[redacted]--------[redacted] original --------De la:[redacted] Date:12.04.2014 11:08 (GMT+02:00) Ctre: [email protected] Subiect: Deposit Refund *We returned our rental car t you on April 10th. We were told that our deposit on the car would be cancelled that day and refunded on the same day. Here it is April 12th and our deposit of $1291.16 along with the transaction fee of $12.91 has not be returned to us. My wife has tried calling your "Emergency Line" 4 times from our home number leaving you a message. To which you have not answered any of our calls. Refund our deposit like you told us you were going to by 14 April 2014. If you need to reach me I can be reached at 001 401 227 1415 or my cell phone at [redacted] Anthony[redacted]Final Business Response /* (4000, 9, 2014/04/23) */*Dear Mr.[redacted]Thank you for your recent response. I am sorry for your continued disappointment.**I must respectfully reiterate that we have no control over Economy refund processing timeframe.**You would need to follow up with Economy for resolution, however, in their car rental rules it does state that it takes 30 days for refunds to be settled.**If you would like for me to send a request for assistance on your behalf, please provide a copy of your rental agreement, and I will forward it to Economy to request they contact you for resolution. **Regards, [redacted]Orbitz Customer Relations[redacted]Final Consumer Response /* (2000, 11, 2014/04/24) */*(The consumer indicated he/she ACCEPTED the response from the business.)*I would great appreciate the help. As my attempts with working them have not been working. They told me they processed it on the 15th of April which it still has not been to my account.. Thank you for the refund of 63.00.. I have emaisl as well.. but for some reason I can't get them to attach with this

Initial Business Response /* (1000, 5, 2014/03/26) */
Dear [redacted]
The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you further. I understand the transportation you confirmed through Orbitz for pickup in Bangkok did not show up, so you...

would like a refund. I appreciate the opportunity to review and respond to you.
Please know we have spoken with [redacted] Service, and they have stated they were at the airport, and they have you as a no show. They have declined to refund your money to Orbitz, so we can refund you. However, as a gesture of goodwill, Orbitz has issued you a $51 future travel voucher to use toward your next Orbitz.com flight, 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 [email protected]. Please reference case number [redacted] and my letter offering the $51 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 March 26, 2015.
[redacted] if you have any questions, please let me know. We appreciate your business, and we hope to have an opportunity to serve you in the future.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (3000, 7, 2014/03/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this offer! I was at the [redacted] Airport in Bangkok having flown in on [redacted] flight DL 283 on the morning of 3 Feb 14. I was told my pickup would be at the immigration exit point holding a sign with my name on it. No such person was there. No such sign was seen. I looked for an hour before giving up. If a[redacted] driver was present he would have seen both me and my wife looking for his sign. Orbitz served as [redacted]'s official sponsor for this transaction and is, therefore, responsible. I want my money back. What an incompetent way to run a business! Why would I ever use Orbitz or [redacted] again?
Final Business Response /* (4000, 9, 2014/03/27) */
Dear [redacted]
The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you further. Thank you for your quick response. Please know as a one-time courtesy, I have redeemed the $51 future travel voucher toward this reservation and processed a refund to the Visa Card ending in[redacted] Please allow 3 to 5 business days for the refund to post to the account.
[redacted] we appreciate your business, and we hope to have an opportunity to serve you in the future.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL
Final Consumer Response /* (2000, 11, 2014/03/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thanks to Orbitz for refunding the advance payment I had made to[redacted] for services [redacted] failed to provide. I looked up customer complaints against [redacted] on the internet and found MANY. Several were for failing to show up or for showing up late. Perhaps Orbitz should consider replacing this incompetent service provider. [redacted] makes Orbitz look bad.

Dear [redacted]   Thank you for contacting Orbitz. It is my understanding that you did not have the proper entry documentation for your international travel and you were denied boarding for your flight.  You believe Orbitz should have provided you with this...

information.   On behalf of Orbitz, I would like to apologize for any frustration this has caused you.   After further review, I do show that you were provided with a full refund for each reservation minus a $300 penalty per person, a total of $600. Unfortunately, as the fare rules placed on your reservation by [redacted] Airlines do advise of a $300 penalty per person if the reservation is canceled for a refund, Orbitz is unable to process a refund for the penalty you were charged.   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 future travel voucher for half of the total penalty, $300, 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 [redacted] Please reference case number [redacted] and my letter offering the $300 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 August 8, 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

August 2, 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 voucher for a reservation. We understand from Mr. [redacted] complaint he is requesting a refund for a reservation due to a promised voucher.Our records indicate on June 17, 2016 the customer called self-booked a package reservation for one traveler. The customer purchased a five night hotel reservation at [redacted] Santo Domingo Princess Hotel, checking in on June 23, 2016, and checking out on June 28, 2016. The customers flights were operated by [redacted] Airlines, departing from Minneapolis, MN to Santo Domingo, Dominican Republic on June 23, 2016 and returning on June 28, 2016.We are able to confirm that per Revdex.com case ID [redacted] The customer was offered a $150 voucher to be used towards a future reservation. Due to this a $150 refund has been processed to the customers package reservation this refund was processed to the customers original form of payment. The time it takes the refund to post to the customer’s account depends on the time it takes the Mr. [redacted] credit card company to process refunds. At this time we are unable to offer any additional forms of compensation.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

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