Orbitz

Complaint: [redacted]
I am rejecting this response because:
 
I also contacted [redacted] and was informed that my fee for airport pickup was non refundable due to late notice but I would not be charged for the shuttle service back to the airport.  I spent over 6 hrs on the phone with orbitz staff trying to get my refund back for hotel minus 2 night stay penalty and my cost for shuttle service back to the airport.  I sent my phone records along with email from [redacted] to CEO and other top management staff and got no response what so ever.  Worst company I have ever done business with.  The back and forth with phone calls with customer service is just unreal!  I have NEVER had this much stress with a company in my life.  Check the records of how long I was put on hold and told to call back later just to get my money back. What a joke.  
Sincerely,
[redacted]

Tell us why here...January 18, 2017 Revdex.com Orbitz – Alaska, Oregon & Western Washington Complaint Department Re: Orbitz Case #[redacted]
Dear Revdex.com, Thank you for taking the time to contact Orbitz regarding an issue...

from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from Brett [redacted] (Revdex.com complaint [redacted]) regarding a refund request. Our records show on December 20, 2016, Mr. [redacted] booked an Orbitz.com airline reservation via booking number [redacted], with a trip start date of January 26th, 2017. We understand from Mr. [redacted] complaint, he was not advised of the correct price of the ticket and this caused him additional fees. Mr. [redacted] claims he did not agree to purchase the tickets at the total charged price of $224.18. Mr. Mr. [redacted] is requesting a refund for the amount of the booking due to the issues caused by wrong information provided and fees he has received from his financial institution. We have proceeded to process a full refund of $224.18. This has been documented on the customer’s Orbitz account. Orbitz’s goal is to provide an exceptional customer experience. We do regret any inconvenience he has encountered in resolving this matter. As a refund has been given to the customer and the issue has been resolved to Mr. [redacted] desired outcome, Orbitz considers this matter closed. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, [redacted] Tier 3 Customer Service

July 27, 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.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 providers. Based on the cancellation and change policy agreed upon by Ms[redacted] at the time of purchase, Cancellations or changes made after check-in are subject to a hotel fee equal to 100% of the total amount paid for the reservation.After contacting the property manager they advised that due to the customer utilizing the room they are unable to authorize a refund of the reservationWe 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],


size="3"> The Revdex.com has shared your recent correspondence pertaining to not being notified of the airline imposed schedule changes that occurred on Ms. [redacted] flight, and you are requesting compensation due to the inconvenience this has caused. I appreciate the opportunity to review your account and respond to your concerns.

At Orbitz, we certainly understand the frustration that an airline imposed schedule change can cause, and we make every effort to notify our customers when a change occurs.  Upon reviewing your account, I do show that there were changes made to Ms. [redacted]’ reservation, and with the final change, the departure time on her return flight was moved from a 11:32A to departing at 11:06A due to the different connecting city now being offered.

We certainly regret that notification for the change was not received; however, the departure time only changed by 26 minutes.  It is advised that travelers should be at the airport at least one hour prior to departure.  The new departure time would have been displayed on Ms. [redacted] boarding pass prior to proceeding to security.

Ms. [redacted], we certainly apologize for any confusion or inconvenience this has caused, but we are unable to offer any further compensation at this time.  We do appreciate your business, and hope that we have a future opportunity to serve you.

Sincerely,

[redacted]
Orbitz Customer Relations

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,
Saiful [redacted]

June 22, 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 Loel [redacted] (Revdex.com case number 114[redacted]) regarding a flight reservation. We understand from Mr. [redacted]’s complaint he is requesting a refund for a hotel reservation that was booked due not being able to utilize a flight reservation.Our records indicate on March 24, 2016 the customer self-booked a round trip flight reservation using Orbitz.com. The flight reservation was operated by American Airlines, with flights from Louisville, KY to Auckland, New Zealand departing on May 7, 2016 and returning on May 23, 2016. The customer also purchased a “Orbitz Flight Protection Comprehensive”.It is our customer’s responsibility to review all Rules and Regulations prior to booking any travel. As Orbitz does not issue visas or passports, we advise all customers to refer to their Embassy or Consulate for travel document requirements. We understand the inconvenience Mr. [redacted] has experienced, but we are unable to provide a refund of the hotel reservation purchased due to not having the correct visa requirements to board the connecting flight in Sydney, Australia.We are truly sorry if there was a misunderstanding in regards to how this was interpreted however, Orbitz is not able to discuss what identification or documents are needed for travel because of how frequently the requirements change. It is the traveler’s responsibility to keep up to date on those changes. In providing this information Orbitz has met our obligation to prepare those passengers who book on our website. When customers are acting as their own travel agent it is important that they confirm this information by checking the website, contacting us or the airline directly in order to insure all requirements are meet prior to departure.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,Hayden [redacted]Tier 3 Customer Service

March 21, 2016
Revdex.com
Complaint Department – Orbitz
Re: Orbitz Case #: S-[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] G [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from Ms. [redacted]’s complaint she is requesting a refund. On March 18, 2016, we contacted Ms. [redacted] to acknowledge receipt of the Revdex.com complaint but were but were unable to reach the consumer.
Our records indicate on February 17, 2016, the customer self-booked a flight reservation on Orbitz.com. The flight reservation was operated by [redacted] Airlines and [redacted] Airlines.
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 a result, we strongly recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policies.  The customer booked two one-way ticket, both [redacted] Airlines and [redacted] Airlines were the merchant of records, and the companies that charged the customer’s credit card. We hope you understand we have to abide by their rules and regulations.
We can confirm Ms. [redacted] contacted us on February 17, 2016, as her flights on [redacted] Airlines were not confirmed. The customer wanted to cancel her flight reservation. As we had no other options available and [redacted] had not provided any information regarding confirming the flights. For the [redacted] flights, the customer was directed to contact the airlines. Based on the fare rules agreed to at the time of booking, both [redacted] Airlines and [redacted] Airlines stated to change or cancel the reservation, the customer had to contact them directly. Orbitz is unable to handle any cancellations or changes for [redacted] Airlines or [redacted] Airlines.
On March 21, 2016, we advocated on the customer’s behalf and contacted [redacted] Airlines. We were advised that the customers flights were not confirmed and charged until February 25, 2016. Our goal is to provide and or exceed excellent customer service. We apologize if the service received was less than satisfactory. As Ms. [redacted] was not given the opportunity to cancel the flights within 24 hours of purchase Orbitz has agreed to refund the customer the total amount of the flight operated by [redacted] Airlines totaling $154.00. The time it takes the refund to post to the customer’s account depends on the time it takes 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

Dear Mr. [redacted],   The Revdex.com has shared with us your recent correspondence regarding your experience with Orbitz. It is my understanding you are attempting to make a change to your flight; however, you were unaware that if you made a change the fare code on...

the new ticket had to be higher. 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 I have contacted [redacted] and they have advised that if you make a change to the reservation it can be in a lower fare class. For example, you can change the business class to economy; however, if the new ticket is less you would not receive a refund of the residual amount and you would still be responsible for the $200 [redacted]line change fee, plus the $30 Orbitz fee.   Mr. [redacted], for security purposes if you are to make a change to the reservation you must contact our Customer Service Department at 1-[redacted] for assistance.   We appreciate your business and hope you will continue to use Orbitz in the future for your travel needs.   Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

Complaint: [redacted]
I am rejecting this response because:
 
This is the same run around I was given multiple times when I called into orbitz before filing this complaint, unbelievable! It's like these guys are reading from the same bad script. I have already talked to both their customer service line and the customer service line for their so called travel insurance with no resolution.  This response from Orbitz is the same answer they give me over the phone when I call in. If I accepted your “resolution” I would have to pay the $130 fee and then the difference between ticket prices which I have been repeatedly quoted as being around $1500 when the original ticket only cost $569.15!
This also seems like some elaborate scam by this company because they quote you around $1500 as the difference in ticket price but if I was to just discard this ticket and purchase a new one on their site the price is around $600. As I said in my original complaint if this is the kind of service I can expect from this company not only will I never do business with them again I plan to make it a point to tell everyone I know not to do business with them. I also plan to post this review on yelp and everywhere else I can think of so that other customers are not ripped off by this company. 
Please do the right thing orbitz and issue me a refund and I will happily purchase a new ticket from you at current market price. 
 
 
 
Sincerely,
[redacted]

Dear
Mr. [redacted] The
Revdex.com has shared your recent correspondence pertaining to
service associated to Orbitz confirmation number [redacted].  On behalf of Orbitz, I apologize for any
confusion, and appreciate the opportunity to review your account and respond...

to
your concerns.Initially,
when bookings are made on the website, the credit card in question would be
charged the exact amount instantaneously. After completing the booking, an
email is generated confirming the booking, resulting in flight numbers,
destination cities, names and if available; ticket numbers. If you look at your
statement, you will see two charges, one with Orbitz for a service fee, if
applicable; and the actual airline ticket number billed to the carrier in
question. Under the trip costs, there is a line "Taxes and Fees
included," if you click this line, a link will appear giving a breakdown
of the taxes and fees. In the Orbitz fees' section, “Most airline tickets
purchased on Orbitz.com do not include a service fee. Certain tickets carry a
fee ranging from $6.99 to $25. The price quoted includes all taxes and fees,
other than airline-specific charges such as baggage and seat assignment fees
that vary from airline to airline.” Unfortunately,
customers are unable to review the actual amounts during the booking process;
only after the booking is complete, and the confirmation email is generated with
the service fee amount to be advised, if any. Orbitz has confirmed your
reservation history in our website logs, as well as the underlying airline
reservation system. We have confirmed that the flight was booked correctly,
with the taxes and fees displayed for your view prior to completion. Mr. [redacted] thank you for bringing this matter to our attention. 
We value your business, and hope you will provide us with a future opportunity
to restore your confidence in our products and services.Sincerely,[redacted]Orbitz Customer RelationsChicago, IL

Initial Business Response /* (1000, 5, 2015/03/31) */
Dear Mr.[redacted]
The Revdex.com has shared your recent correspondence pertaining to a possible refund for a hotel reservation. I appreciate the opportunity to review your account and respond to your concerns.
From your...

complaint, you reserved a hotel, [redacted] on January 24, 2015 for an arrival on February 8, 2015. Upon arrival at the property, the hotel would not honor the reservation; you have attempted to dispute the charge, which Orbitz has advised the charge was valid. You believe that Orbitz should refund the hotel, based on the denied reservation. Furthermore; your perception of Orbitz has become discontented due to the service you have received.
Mr.[redacted] I do understand your concern as you did book the hotel based on the property explanation and costs that you viewed on the website, only to be convinced that you were led by false descriptions.
Orbitz offers two types of hotel rate options on our website, retail rates and prepaid rates. The retail rates may be higher, but have fewer restrictions and far more lenient cancellation policies. The prepaid rates may offer substantial savings for those who are able to abide by the more restrictive conditions which accompany these lower rates. These rates must be prepaid, have stricter cancellation policies, and are based on specific dates of stay.
Upon review of the account, the hotel has not charged Orbitz for the stay; therefore, I am able to refund the reservation.
The booking included credit card payment along with Orbucks. The total amount of the charge was $52.54. The amount of $51.51 was charged to the credit card ending in [redacted]. There was a $1.03 in Orbucks used as a partial payment.
Orbitz will refund the amount of $51.51 to the card above; please allow 3-5 days for the credit to appear on your statement. This will appear as an Orbitz credit, not the hotel.
I will credit the Orbucks account the amount of $1.03. This will appear immediately.
Therefore; the total amount of $52.54 has been credited.
We take our customers' comments very seriously, and I thank you for your honest feedback.
Mr.[redacted] we thank you for bringing this matter to our attention. Your business is truly valued, and we hope you will provide us with a future opportunity to serve you with your travel planning needs.
Sincerely,
[redacted]
Orbitz Customer Relations

August 17, 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 Mr. [redacted] did not accept our response and/or resolution offered.Our records indicate that the day after the customer booked his reservation he received an email advising that due to the hotel being sold out they canceled the customers reservation. Upon reviewing the customers reservation we are able to verify that the customer chose a “Pay Later” reservation. Due to the type of reservation the customer would have to directly interact with the hotel to pay for the room upon arriving at the hotel.Orbitz.com, our affiliates as well as all other online travel sites work off of a live system receiving all inventories from the vendor that control the availability. Unfortunately, due to the hotels lack of availability they were unable to fulfill the customers reservation and did not offer any other hotels. At Orbitz, we strive to provide the highest level of customer service, and it’s disheartening when one of our vendors does not work to meet that goal as well.We sincerely regret that we are unable to offer a more satisfactory response or resolution to your 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 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

Complaint: [redacted]
I am rejecting this response because: When I booked the ticket I had a connectivity time of 3 hours. After I paid my money my connectivity time happens to be 10 hours. I pay for a product considering this option. I could have got better option. I am wasting a day in JFK . You being a travel agent should give me options life 1. Refunding 2. Flying me via other [redacted]line 3. Compensate me   . If I purchase a $5 product in a store I get a chance to return it if I am not fully satisfied. Same is applicable when I purchase a $3000 product. This is not the way things should be handled .
Sincerely,
[redacted]

Dear Mr. [redacted],

11pt;">

The Revdex.com has shared your recent correspondence pertaining to the amount charged for your airline reservation under Orbitz record locator [redacted].  I appreciate the opportunity to review your account and respond to your concerns.

Upon reviewing your reservation, I do show that the total cost advised for your booking including all taxes and fees was in the amount of $4,834.64.  You will see a charge from the airline in the amount of $4,680.83 and a charge from Orbitz in the amount of $153.86 for a total of $4834.64. 


Mr. [redacted], I do show that the total amount of $4834.64 was advised and agreed to during the booking process; however, as a one-time gesture of goodwill, I have granted your refund request.  A refund in the amount of $153.86 has been processed to your original form of payment.  Please allow 3 to 5 business days for the refund to process.

We do appreciate your business, and hope we have a future opportunity to serve you.




Sincerely,

[redacted]
Orbitz Customer Relations

Tell us why here...

Complaint: [redacted]
I am rejecting this response because:
1) The error was on the part of the airline. I make no sense that I will book two [redacted] Airlines tickets for the same day and time but traveling in the opposite direction.
2) Orbitz, should have acted responsibly and informed me that of a missed flight.  
3) They also charged me 50% more of the $1013 I paid. Taking advantage rip me off for their own mistake. The 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]

August 19, 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 the customers complaint he is unhappy about the price increase that was taking place when trying to use his flight credit.Our records indicate that on April 9, 2016 the customer self-booked a round trip flight for two travelers. The flight reservation was operated by [redacted] Airlines, with flights departing on June 24, 2016 from New York, NY to Las Vegas, NV on June 26, 2017.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. We utilize a live inventory system for our flight reservations. The inventory is updated regularly as purchases are made and prices change. These updates are directly linked to the vendors availability. We regret if the customer felt the prices were not competitive. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued.Our records reflect that this complaint was resolved on July 25, 2016 when Mr. [redacted] successfully exchanged his flight reservation using the credit from his previously canceled flights. After further research we are able to verify that the customer was able to utilize the first leg of his new tickets. At this time we are unable to honor the customer’s request for a refund.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, 2014/07/15) */
Dear Mr[redacted]
The Revdex.com has shared with us your correspondence regarding your recent experience with Orbitz. I understand you are upset as the property was overbooked and Lomas del Volcan was unable to confirm your...

reservation. I appreciate the opportunity to review your account, and respond to you.
On behalf of my colleagues at Orbitz, I sincerely apologize for any inconvenience this has caused.
Please know, hotels, just like the airlines, do overbook and on occasion will exceed overbooking ratios. This process is solely controlled by the individual hotels and or their representative companies. On occasion we find these hotels are unsuccessful in closing their inventory allowing customers the ability to still book rooms. When these situations occur the hotel is responsible for finding accommodations for the guests they have inconvenienced.
After further research, I do show you now have a confirmed reservation at the Hotel El Silencio del Campo for no additional cost.
Mr.[redacted], we do understand this does not excuse the frustration this has caused, and as a gesture of our sincerity for your disappointing experience, Orbitz would like to offer you a $100 future travel voucher on your next Orbitz.com booking. Our future travel voucher is meant to emphasize our commitment to you and we remain hopeful you will continue using Orbitz for your travel planning needs.
Here are the instructions for the future travel voucher:
When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [email protected]. Please reference case number [redacted] and my email offering the $100 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 email, until July 15, 2015.
Mr.[redacted], thank you for telling us where extra attention is needed. We appreciate your business and we hope you will provide us with a future opportunity to fully restore your confidence in our products and services.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL

Complaint: 11813465
I am rejecting this response because:
 
Orbitz is profiting from their sub par website mistakes.  Orbitz (and their competitors) offer discount to book vacation packages.  Because of the website glitch, I was forced to book these separately and was not able to get the packaged discount.  In addition they voided the original $100 promo code that was used  at the time of booking.  Another profit by Orbitz.    Orbitz offer me a $100 voucher on future travel which is essentially nothing since $100 promo codes can be found often for this website. 
I would like to get some sort of discount on my current travel (not on upcoming travel) Please have faith if you make this right I would continue to use your service.
Sincerely,
Henry [redacted]

Hello, 3 hours and still trying to confirm tickets that were suppose to be confirmed yesterday when I called in. Went to the airport and they don't have any confirmation. Orbitz is blaming the airlines and [redacted] and [redacted] are blaming each other. My frustration as you can imagine after 3 hours, was that I called yesterday before the flight to confirm the tickets and they said seats would be assigned at the counter. I show up and the have no tickets. I was on the call for 2. 5 hours and the gentleman went on break so he transferred me, unfortunately the new person is now putting me on the same hold as before and researching all the same things.
I book business trips with Orbitz, for myself and employees. This year we have 27 flights booked so far. Not sure [redacted] or [redacted] is any better but worth a shot.
**SSN[redacted] last ticket number, I took a picture of the phone and call i'm still on for proof.

July 18, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments...

and concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding a flight reservation. We understand from Mr. [redacted] complaint he is requesting a refund or credit for a flight reservation due to extenuating circumstances.Our records indicate on May 2, 2016 the customer self-booked a one-way trip flight for two travelers. The flight reservation was operated by [redacted], with flights departing on July 8, 2016 from Huatulco to Mexico City.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. Based on the fare rules the customer agreed to at the time of booking, Orbitz is unable to handle any cancellations or changes for [redacted] flights. As the tickets are non-refundable, we are unable to provide a refund of the reservation. We suggest Mr. [redacted] contact [redacted] directly to request a refund or credit for a future flight 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