Orbitz

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]

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

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

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

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

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]

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

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

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

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

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]

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.

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]

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

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

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...

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

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

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