Orbitz

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],

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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

Complaint: [redacted]
I am rejecting this response because: The entire matter was caused by Orbitz representatives, the investigation process resulted In favoring Orbitz, however Orbitz lied to protect themselves and not have to reinstate my ticket. I ended up paying more money to travel to my destination. 
I do not accept the response.
Sincerely,
[redacted]

November 8, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the...

comments and concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding a hotel reservation. We understand from the customers complaint they are unhappy about a submitted best price guarantee claim.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] Express Inn - [redacted] checking in on November 24, 2016 and checking out on November 25, 2016.After further review of the customer complaint we are able to verify that this was resolved via Revdex.com complaint ID [redacted]. As of November 4, 2016 Orbitz has submitted a refund of $0.54. 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

Dear [redacted], The Revdex.com has shared your recent correspondence pertaining to a reservation you tried to book on our website. Also, when you contacted our service...

department for assistance; they were not helpful. I appreciate the opportunity to review and respond to your concerns. On behalf of Orbitz, I apologize for the disappointing experience and the frustration this caused you. I’m very sorry for the difficulties you encountered on our website, and the lack of professional of behalf of our staff while trying to confirm a reservation. Orbitz strives to provide the best possible customer service, and I regret that in this case, we fell short of our goal. Please know we make every effort to keep our website updated, but occasional technical issues are inevitable in the e-commerce industry. Orbitz strives to quickly correct any website problems we may have. I apologize again for the website problems that affected your booking experience. [redacted], I do see you are a loyalty Orbitz member. In the appreciation for your continued business and support, I have placed $50 loyalty points in your account. Our Loyalty program is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needs. These are available for you to use immediately toward a prepaid qualify hotel booking, and they will expire on December 31, 2016. [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 Chicago, IL

Dear [redacted],   Thank you for your response.   On behalf of Orbitz, I apologize for your continued disappointment.   Please know as a onetime courtesy we have redeemed the $100 future travel voucher towards your reservation to [redacted]. The refund will appear back to the original form of payment within 3 to 5 business days.   As I previously stated as [redacted] processed the exchange and charged you for the change you will need to contact them for any further compensation requests. You can contact them by visiting their website, http://air[redacted].com/feedback-form.htm, and filling out the required information.   Sincerely,   [redacted] Orbitz Customer Relations Chicago, IL

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

July 8, 2016
"Arial","sans-serif";">Revdex.com
Complaint Department – Orbitz
Re: Orbitz Case #: O-[redacted]
Dear Revdex.com,
Thank you for taking the time to contact Orbitz regarding an issue from our customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.  Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding flight reservations. We understand the customer is requesting that Orbitz provide a full flight credit for their cancelled flight reservations.
Our records indicate that on May 30, 2016, the customer booked flight reservations – itinerary [redacted] – using the self-service tool on the Orbitz website. Travel was on [redacted] Airlines, departing June 23, 2016, from Northwest Arkansas Regional Airport to Baltimore, Maryland, returning June 26, 2016, for two passengers, for a total booking amount of $932.40.
Upon further research, we were able to confirm that on June 18, 2016, the customer contacted Orbitz to cancel their flight reservations. At that time they were advised their flights were non-refundable, non-transferable, and would incur a $200.00 per person penalty plus increase in airfare at the time of rebooking, which the customer agreed to. As such, the assisting representative cancelled the reservations per the customer’s request.
On July 5, 2016, Orbitz reviewed Mr. [redacted] online booking session, which included a recap of the reservations and fare rules prior to the completion of the booking. The following terms and conditions were agreed to by the customer at the time of booking:
Tickets are non-refundable and non-transferable.
A fee of $200.00 per ticket is charged for itinerary changes.
Name changes are not allowed.

The customer will retain a flight credit of $466.20 per passenger for a total of $932.40 on [redacted] Airlines for one year from the original ticket issue date. At the time the customer rebooks their reservations, an airline incurred change fee of $200.00 per ticket, plus any increase in airfare will be collected.
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.  Each airline has its own specific set of policies and procedures, as does each ticket purchased or package reserved.  [redacted] Airlines was the operating carrier and merchant of record (the entity that received your funds and the company that charged your credit card). The change fees and increases in airfare are set and collected by the airline.  We hope you understand we must abide by the terms and conditions set forth by travel providers such as [redacted] Airlines.
 
 
------ When finalizing a reservation on Orbitz, the user agrees to the specific rules and restrictions provided during the booking session. As 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 select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
You understand that any violation of any such supplier's rules and restrictions may result in cancellation of your reservation(s), in your being denied access to the applicable travel product or services, in your forfeiting any monies paid for such reservation(s), and/or in our debiting your account for any costs we incur as a result of such violation.
Given the above, we are unable to offer the customer any additional compensation.
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 needs.
If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
 
[redacted]
Tier 3 Customer Service

September 5, 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 Marina Perez (Revdex.com case number [redacted] regarding a flight reservation. We understand from the customers complaint she is requesting the ability to use her flight credit.Our records indicate that on May 9, 2016 the customer self-booked two one-way flight reservations. Both the customer departure and return flights were operated by [redacted] Airlines. The customers departure flights were scheduled to depart from Sacramento, CA to Orlando, FL on August 29, 2016. The customers return flights were scheduled to return from Orlando, FL to Sacramento, CA on September 1, 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 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 tickets, both with [redacted] Airlines as the merchant of record, and the companies that charged the customer’s credit card. We hope you understand we have to abide by their rules and regulations.On “Trip Summary” page prior to inputting the credit card details there was a section titled “Important Flight Information” below it stated, “Your flight is a combination of two one-way fares, each subject to its own rules and restrictions.” Furthermore the customer was advised of the following concerning the departure and the return flights, “Tickets are non-refundable 24 hours after booking and non-transferable. A fee of $200.00 per ticket is charged for itinerary changes.” As we understand from Ms. [redacted] complaint the flight was canceled due to a medical emergency. To request a refund we suggest the customer contact [redacted] Airlines directly. Please follow the link below to submit a refund request.https://prefunds.aa.com/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, 2015/07/17) */
Dear [redacted],
The Revdex.com has shared your recent correspondence pertaining to your refund request of the airline tickets reserved under Orbitz record locator. I appreciate the opportunity to review your account and...

respond to your concerns.
Upon reviewing your account, I do show that you initially contacted us requesting to cancel the hotel reservation of your package due to the issues that are occurring in Greece. We contacted the property on your behalf, and they would not authorize a refund. I show that you later contacted us on July 7, 2015 requesting a refund of the airline reservations of the package. We contacted Delta Airlines on your behalf, and the initial agent advised they would allow a refund of the tickets minus a $300.00 penalty fee. They were technically not offering refunds for travel to Greece; however, this agent was allowing this to be done. This offer by the Delta agent was not accepted at that time.
[redacted], when you contacted us back on July 10, 2015, Delta was no longer offering this refund, and advised that they would only allow the reservation to be canceled for future use and the penalty fees be waived. Nevertheless, I have contacted Delta on your behalf, and as a gesture of goodwill, they have stated they would allow us to go ahead and cancel the tickets for refund, but the $300.00 penalty fee must be charged. Please understand that this was an exception made by Delta.
[redacted], please know that I have canceled all three Delta/KLM Airline tickets under Orbitz locator PBORBXXXXXXXXXX. The refund has been processed back to the original credit card charged in the amount of $4187.00 minus all fees. Please allow 3 to 5 business days for the refund to process. Your hotel booking is still showing confirmed, and is nonrefundable. Thank you again for the opportunity to address your concerns.
Sincerely,
Charlotte [redacted]
Orbitz Customer Relations

Orbitz charged for motel room in advance. Motel insisted they were not paid by Orbitz. Charged twice for the room. After we saw the room, it was so awful that my wife said she wouldn't stay there. I've never seen a motel room in such poor condition in my life (age 62). Motel wouldn't refund payment. The owner lives in India and would refund later if he chose to do so. Owner has not refunded payment. Orbitz has not refunded payment. I don't recommend using Orbitz. If you have a problem, the service is awful.