Orbitz

The flight was booked via orbitz with date error and orbits will not take responsibility to help customer in assisting in flight change. The manager Clark, supervisor Chloe and Agent Jam, did not help and has no solution to help with the changes. He states to call [redacted] to change. [redacted] states to call Orbitz to change because the flight was booked via orbitz. The customer is stuck in the middle with no solution. N

Dear Mr. [redacted] The Revdex.com has shared your recent correspondence pertaining to recent flight...

to Houston on December 22, 2015.  I appreciate the opportunity to review your account and respond to your concerns. I have reviewed your reservation history to better understand the nature of your concerns. You had an airline booking on Lan Airlines that included a connection.  However, you go on to say that you were not informed of customs’ requirements.  I apologize for any inconvenience this may have caused.  Please know at Orbitz, we do our best to support our customers and provide as much information as possible for their trip. There are many ways to share information with our customers about their journey and required entry documents. Although we will always try to improve the quality of information offered, we cannot and do not cover every situation. Mr. [redacted] I do understand your frustration in this matter. Travel can be a hectic experience, and Orbitz does try to meet the expectations of our customers with proper information and travel alerts. As a self-booking travel agency, many facets of an international itinerary, including customs requirements are left to the customer.  Ultimately, it is the traveler’s responsibility to confirm that all proper entry requirements for every leg of their trip, including transit cities, are met prior to their departure. Mr. [redacted] due to your inconvenience, I have placed 50 loyalty points in your account. These are available for you to use immediately toward a prepaid qualifying hotel booking. Mr. [redacted] thank you for bringing this issue to our attention. Orbitz values your business, and we hope to have an opportunity to serve you in the future with your travel planning needs. Sincerely, Luisa [redacted] Orbitz Customer Relations Chicago, IL

May 12, 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 Amanda [redacted] (Revdex.com case number [redacted]) regarding a hotel reservation. We understand Ms. [redacted] is requesting a refund of one night of her hotel reservation. On May 12, 2016, we attempted to contact customer to acknowledge receipt of the Revdex.com complaint but were unable to reach the customer.Upon further research, we are unable to locate an Orbitz.com account related to Ms. [redacted] complaint. We respectfully request that Ms. [redacted] provide us with an email address used to book the reservation and the itinerary number. The requested information will enable us to appropriately address her concerns. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

I had the departure time of one of my trip legs change to a significantly different time (was 5:20 PM, changed to 12:20 PM). As I had afternoon meetings the alternate time was unacceptable.

The first Orbitz representative that called me to attempt to address the issue was impossible to hear (spoke very quietly, English as a second language). After 15 minutes, I asked her to call me on my land line rather than my cell phone (in hopes that I could hear her better). No return call was received.

I called them and after 60 minutes on and off hold, they suggested I call back later to have the issue addressed.

I called the next day. So far I have been on and off of hold. At this point I have been told that they will rebook me on an alternate flight with an acceptable departure time but no luck in it actually happening yet. Time to try another service. Would not recommend.

Hello,
As I've mentioned, I tried to contact the business by phone and by email . When contacted by phone on December 6, I was put on hold for >30 minutes "for reviewing the case"; after that wait a CSR promised to respond to me via email. There was no follow-up though. A couple days...

later (December 9) I wrote an email using Orbitz message system and which also went unanswered.Regards,
[redacted]

May 26, 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 Alissa [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from Ms. [redacted] complaint she is requesting a partial refund of her flight reservation. On May 26, 2016, we contacted Ms. [redacted] to acknowledge receipt of the Revdex.com complaint.Our records indicate on April 26, 2016 the customer self-booked a round trip flight reservation using Orbitz.com for one traveler. The flight reservation was operated by [redacted] Airlines, with flights departing on May 6, 2016 from Washington, DC to New York, NY and returning to May 8, 2016Orbitz 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 tickets were non-refundable with a change penalty fee of $200 per passenger would be charged. In addition, the customer would be responsible for any difference in fare.We can confirm on May 4, 2016, Ms. [redacted] contacted Orbitz stating she incorrectly booked her reservation and would like to change her return destination. During the call the agent advised the customer of [redacted] Airlines in regards to changing the ticket. Due to the change fee and difference in fare the agent suggested that a more economical solution would be to purchase a new ticket. The customer thanked the agent then disconnected the call.As an effort to advocate on the customers behalf we contacted [redacted] Airlines on May 26, 2016. Orbitz was advised that due to the customer not utilizing her ticket she still retains credit. Ms. [redacted]‘s flight credit validity states, that travel must commence within one year from the original ticketing date of April 26, 2016. We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,[redacted]Tier 3 Customer Service

Initial Business Response /* (1000, 5, 2014/02/25) */
Dear Mr. [redacted]
Thank you for contacting Orbitz via the Revdex.com. On behalf of Orbitz, I sincerely regret this disappointing travel experience, and I appreciate the opportunity to respond.
It is my understanding...

that[redacted] canceled your flight Madrid to Amman, and you were not notified by Orbitz; therefore, you are requesting a refund $300.00 for the canceled flight.
In reviewing your booking history, I find that the airline canceled your flight Madrid to Amman for February 8th, and re-protected you on their flight for February 9th. In contacting[redacted], they advised they exchanged the ticket to reflect the new departure date of February 9th, at no addition cost. Please know that it is recommended that all customers reconfirm their flights with the airlines 24 hours prior to departure for any last-minute changes they may have.

We apologize that you were not notified of the airline flight cancellation. At this time, we are unsure how this unfortunate situation occurred. We are currently researching internally to determine the cause of this problem. Whatever the problem, we acknowledge a mistake was made, and we regret failing to meet your expectations.

While I recognize your disappointment and regret any inconvenience this may have caused, the airlines reserve the right to change their 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.
Mr. [redacted] regrettably, Orbitz is unable to refund you a minimum of $300.00 as requested. Since this was an airline issue, I would suggest contacting them with the information you supplied for any compensation that might be able to offer.
Nevertheless, we regret you did not receive notification; as a gesture of our sincerity, Orbitz would like to offer you a $100 USD future travel voucher on your next prepaid Orbitz.com airline, 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 prepaid airline, hotel or package 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 $100 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 February 25, 2015.
Mr. [redacted] 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


Final Consumer Response /* (3000, 7, 2014/02/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Per ** they notified Orbitz when the cancelation occurred but orbitz FAILED to notify me. There records indicate that the flight was still on schedule.
Orbitz did not deliver on what they sold. Its a shame and disappointment. I will not use orbitz anymore as long as their attitude toward customer is as bad as it have become lately.
Final Business Response /* (4000, 9, 2014/02/27) */
Dear Mr. [redacted]
I am sorry for your continued disappointment with our service.
Please know that Orbitz has no control over airline schedule changes or flight cancellations.
The airline schedule change we received was the airline canceling their flight 110 for February 8th, and replacing it with their flight 110 on February 9th.
In reviewing your booking history, I find that their flight 110 for departure February 9th was viewable in your Orbitz account.
If this flight was later canceled, Orbitz did not receive notification from the airline.
While Orbitz is unable to refund for airline flight irregularities, we value your business,and as a gesture of our sincerity, we provided you with a $100 future travel voucher for your inconvenience.
Mr.[redacted] please be assured that our goal is to meet or exceed customer expectation, and I am sorry that we failed in this instance.
We appreciate your business and hope you will accept our voucher offer in the spirit it was intended.
Regards,
[redacted]
Orbitz Customer Relations

Initial Business Response /* (1000, 5, 2015/06/30) */
Dear Mr. [redacted],
The Revdex.com has shared your recent correspondence pertaining to price fluctuations and the Best Price Guarantee program. I appreciate the opportunity to review your account and respond to your...

concerns.
From your complaint, you recently reserved two hotel rooms via the website for Econo Lodge Silver City. After the reservations were made, you found the rate lower on the hotel's website; you believe that the Best Price Guarantee policy should be, in effect. This, however, was not the case. Furthermore; your perception of Orbitz has become discontented due to the service you have received.
Mr. [redacted], I do understand your concern; travel can be a hectic experience, and Orbitz does try to meet the expectations of our customers with reliable information along with retailers.
Orbitz certainly understands the disappointment that occurs when a customer sees a rate decrease for a reservation they have already booked. Unfortunately, as the booking agency, we have no control over hotel's rates and availability.
Over several years, Orbitz was pleased to provide thousands of customers with refunds under our Price Assurance program for both hotels and for airline tickets. We very much appreciate that Price Assurance rewards have endeared to us many customers over this time.
Orbitz has combined the remaining programs; Price Assurance, Low Fare Promise and Low Price Guarantee. The effective date was October 17, 2013. The re-branded program is known as Best Price Guarantee. Under the terms and conditions of the program, the price difference must include a screen shot and or reference to valid the price difference.
If the claim is approved, you would receive the difference in Orbucks, not a refund.
We do regret you consider this particular point of Best Price Guarantee to be "fine print" but we do feel we make it very clear in our marketing and advertising of the stipulation regarding the monetary reward.
Currently, you are not an Orbitz Rewards member; if you join the program, I will honor the claim amount of $44.59, as you have stated in your complaint. Additionally, as a new member, I will offer the bonus amount of $50.00.
Therefore, the total amount of Orbucks would be $94.59.
We take our customers' comments very seriously, and I thank you for your honest feedback albeit the result was not what you were expecting.
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
Initial Consumer Rebuttal /* (3000, 7, 2015/07/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The $44.59 was per room per night. For two nights. As a customer this is a cheap way to pretend to honor your guarantee. (with orbucks) You were not even willing to refund the first night even though the hotel was willing to refund it to orbitz. The point of the complaint is that your "small print" is hidden from your customers as we actually make the booking. You can find it, but you have to search it out. As a customer this shows a giant lack of integrity as a company. If you're not willing to honor the refund I understand, but this complaint will remain with your company. However if you would like to call the hotel directly to confirm their rate you may. You may speak with [redacted] or the manager [redacted] in reference to the offer they have made for me, [redacted], and my company, Four Rivers. (They will honor $79.99 plus tax while you were charging $1XX-XXX I believe.) The direct line to the hotel is XXX-XXX-XXXX. Make your guarantees a little clearer please to avoid unhappy customers and a poor reputation. Your pretense at integrity is poorly understood. Integrity is doing the same in the darkness where it is hidden as you would do in the light where it is known. Sincerely, [redacted]
Final Business Response /* (4000, 9, 2015/07/07) */
Dear Mr. [redacted],
Thank you for your recent response regarding your experience with Orbitz. I am sorry for your continued frustration in this regard.
As I understand, the issue was not the Best Price Guarantee as much as the refund.
According to the documentation, Orbitz did process the refund on June 29, 2015 per the authorization of the front desk person, [redacted], which you have referenced in the correspondence.
Please allow 3 to 5 days for the credit to appear on the statement.
My previous offer regarding the Orbucks is still valid; Orbitz does not price match, and the Orbitz Rewards program does not offer any type of credit to the credit card as a refund for the Best Price Gurarantee.
Mr. [redacted], thank you for the opportunity to revisit your situation. We do value your business and hope to have a future opportunity to serve you with your travel planning needs.
Sincerely,
[redacted]
Orbitz Customer Relations

Complaint: [redacted]
I am rejecting this response because:
I didn't ask for a refund from the airlines,as the service was not as agreed. Orbitz and not the airlines should provide someway of compensation for the inconvenience.
I can tell from the reply that Orbitz is not willing to offer anything.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
 
It is not relevant at all for you to keep mentioning that I "should have been at the airport 3 hours early". I did not sign a contract with Orbitz saying that I HAD to arrive to the airport 3 hours early in order to be treated with respect and not be lied to about my flight. I planned according to my personal situation and experience. If I felt I needed more time to make the scheduled 1:20pm flight, I would have. The taxi was already reserved and we only stayed because once you get to an airport in Mexico you have no way to contact Orbitz. I do professional travel planning for [redacted], so I a am very well versed and trained in time management. Futhermore, I did take the Orbtiz representatives advice and arrived at the airport in time to catch a different [redacted] flight out but when I got to the kiosk they said they had no record that I even talked with Orbtiz that day. This happened in liu of the fact that I specifically asked your representative to leave notes in my file so that airline would know what happened. The airline confirmed that they could not do anything without Orbtizs sign off (which I already knew before leaving the hotel) so we literally could do nothing with Detla without being charged full price.
I refused to accept the alternative plans Orbitz provided because they wanted me to pay for everything myself, nothing was being comped and that is not the way you treat a customer when your company is responsible for the mistake. While on the phone with Orbtiz (before my flight had even left) Orbitz still had still not even admitted fault for the incorrect email they sent me. They lied and said they never sent that email at all and could find no record of it. They were taking no responsibility for their mistake. Orbitz told me if I could send them a screenshot of the email they would accept responsibility but once it was sent they only came up with another excuse/lie which was that the word "depart" actually means "check in". This company is a disgrace! Even now, you're trying to come up with excuses for why this isn't your fault when you've blantently lied and sent a false flight reports!
 
I demand proper treatment and full compansasion for the flights I had to pay for out of pocket because the alternative given to me from Orbtizs was to pay $235 each in reservation changes + the $33 fee each for flight changes + the difference in flight fares from the airline + whatever price it would have cost to stay in another hotel overnight. How can you possibly think it's good customer service or even fair to charge a paying customer all of these fees when it was your communication error/lie that caused everything?
Sincerely,
[redacted]

Dear Mr. [redacted] Please know we are still awaiting a response from the airline. I hope to have a resolution for you within the next week and will contact you as soon as I have any further information. Sincerely, Shalon [redacted] Orbitz Customer Relations Chicago, IL

June 8, 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 [redacted] (Revdex.com case number [redacted]) regarding a car reservation. We understand from the customers complaint he requesting a refund of the additional expenses that occurred due to the car reservation not being available.Our records indicate on February 25, 2016 the customer self-booked a car reservation with Orbitz. The customer reserved a [redacted] or similar with [redacted] Car Rental. The car was due to be picked up on April 3, 2016, in Alexandria Louisana and returned to the same location on April 10, 2016.Upon further research, we are unable to verify as of February 9, 2016 the customer called into customer service and spoke to an agent due to his car reservation not being available once arriving at [redacted]. Due to the inconvenience, during that call the agent issued the customer two $25 coupons.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and the airlines and is subject to the rules and restrictions of those providers. At the time of booking, Mr. [redacted] agreed to the Terms of Use, which expressly provide as follows:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of Orbitz. Orbitz is not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. Orbitz has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.Due to the terms and conditions that were agreed to we are able to refund Mr. [redacted] the additional charges sustained by [redacted]. We would like to apologize for the inconvenience Mr. [redacted] may have experienced, and for any lack of service he received while trying to resolve this issue. We are able to verify that on June 2, 2016 the customer was able to book two hotel reservations and utilize both $25 coupons. 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 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 and hotel vacation package reservations. We understand the customer is requesting a full refund.
Our records indicate on March 7, 2016, the customer contacted Orbitz to book flight and hotel vacation packages – itinerary numbers – [redacted], and [redacted]. Travel was on [redacted] Airlines, departing June 23, 2016, from Philadelphia, Pennsylvania to Punta Cana, Dominican Republic, returning June 28, 2016, for a total of nine passengers. Hotel accommodations were at the Grand Bahia Principe Punta Cana – All Inclusive, checking in June 23, 2016, for five nights, for a total of three rooms. The total amount for all three bookings was $9,234.79.
Upon further research, we were able to confirm that the customer contacted
Orbitz on March 7, 2016, void their flight reservations, as they stated there was a discrepancy with the booking price. At that time, the assisting representative canceled the customer’s three vacations package itineraries and processed a refund in the amount of $4,984.23.
On March 8, 2016, Orbitz processed a refund for the outstanding amount of $4,250.56 back to the customer’s original form of payment. The amount of time it takes to process a refund depends on how quickly the customer’s credit card company takes to process refunds.
We hope that with the information provided, we have addressed all of the customer’s concerns and look forward to assisting them further with their future travel needs.
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. **,

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The Revdex.com has shared your recent correspondence pertaining to the new flights reserved during your exchange process, and the amount charged for the exchange.  I appreciate the opportunity to review your account and respond to your concerns.

At Orbitz, we understand the importance of proper** confirming our customers’ choices throughout the booking process; whether the booking is confirmed via our online service or via an agent direct**. To ensure that our agents’ have proper** heard each request, the agent will provide a full recap of the choices they have made prior to confirming the reservation.

Ms. **, please know that we have reviewed the call recording of your exchange process. Upon reviewing the call, it does verify that our agent recapped the chosen flights on two occasions during the phone conversation.  The agent also advised the penalty fee of $230 per person, and a total charge of $1184.22 total, which included the penalty fees and difference in fare.  A full recap of the flights was provided.  The total amount to be charged was verified by the caller, and reiterated by the agent.  Once a full recap of the flights chosen and the add collect verified, the agent requested permission to continue, and process the change.    Our agent did receive permission to process the change and the charge.

Ms. **, we certain** apologize for any confusion that occurred, but we have verified that our agent proper** recapped the flights chosen, and permission was granted to process the charge.  Please understand that Orbitz does not hold the funds for the penalty fee or the difference in fare, and we are unable to grant your refund request. 

Thank you again for the opportunity to address your concerns. 

Sincere**,

[redacted]
Orbitz Customer Relations

Tell us why here...

July 14, 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 process a refund for the [redacted] Airlines portion of her flight itinerary [redacted].
Our records indicate that on May 23, 2016, the customer booked combined one way fare flight reservations – itinerary [redacted] – using the self-service tool on the Orbitz website. Travel on June 4, 2016, was on [redacted] Airlines, departing from Minneapolis, Minnesota to Los Angeles, California. Travel on June 8, 2016, was on [redacted] Airlines, departing from Los Angeles, California to Minneapolis, Minnesota, for two passengers.
Upon further research, on July 14, 2016, Orbitz confirmed with [redacted] Airlines that a refund had been processed on July 9, 2016, by [redacted] Airlines. The amount of time it takes to receive a refund depends upon the length of time it takes both [redacted] Airlines and their credit card company to process refunds.
Please note that 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 and [redacted] Airlines were the operating carriers and merchants of record (the entities that received the customer’s funds and the companies that charged their credit card). Any change fees are set and collected by the airlines. We hope you understand that we must abide by the rules and restrictions set forth by travel providers with which we do business, such as [redacted] Airlines and [redacted] Airlines.
Please accept our apologies in regards to Ms. [redacted] recent travel experience. We regret any inconvenience that may have occurred and would like to assure her that your business is important to us. Despite her recent experience, we encourage her to continue to use Orbitz for your future travel arrangements.
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

October 3, 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 she is requesting Orbitz to contact [redacted] Air to verify the change penalty fee per ticket.Our records indicate on May 28, 2016 the customer self-booked a round-trip flight reservation for three passengers that was operated by [redacted] Air, departing from Honolulu, HI  to Kailua-Kona, HI on December 18, 2016 and returning on December 24, 2016.On October 3, 2016 Orbitz reached out to [redacted] Air to verify the change penalty fee. We were advised that [redacted] Air charges $25 per segment changed. Therefore if the customer was to change the outbound and return flights for all tickets she would be charged a $50 change fee. On September 25, 2016 the customer called Orbitz to change her flight reservation. Per documentation the customer only changed one flight per ticket therefore she was only charged $25 per ticket to make the change along with any difference in fare. We apologize for any inconvenience this lapse in time may have caused Ms. [redacted]. We would also like to apologize for the customer service issues she experienced in trying to obtain change penalty fee for her reservation. We would like Ms. [redacted] to know that every reservation is important to us and our main goal is to provide a smooth and pleasant experience to our members.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 rental vehicle through Orbitz where I was quoted an entire booking price that included a base price and all taxes and fees. Upon arriving to my destination, the rental company charged me an additional daily fee that raised my rental price. The rental car representative, when shown the confirmation paperwork provided by Orbitz could not explain the difference in price, called his manager by phone who could also not explain the price difference. Upon my return, I reached out through Orbitz customer service staff to file a complaint. I received two responses of impossibly low quality. Both included excuses that were either untrue or irrelevant. Neither response offered to investigate the issue, contact the rental company (which they advertised and profited from), or assist me in a refund. Seeing as they were unwilling to ensure the product they offer their customers is of quality and meeting their price agreements, I am taking this complaint/review to the Revdex.com.

November 16, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O-129390Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from Henry [redacted].  We regret to hear Mr. [redacted] did not accept our response and/or resolution offered.As previously advised, we understand that Mr. [redacted] claims there was a site error causing the hotel to be changed from the Riu Santa Fe All Inclusive to the [redacted] Resort & Spa Los Cabos. After further research the customers confirmation email was sent on September 5, 2016 at 9:07 AM. The email was first opened and reviewed on September 6, 2016 at 7:31 AM. As Mr. [redacted] was aware of the hotel that was purchased when booking the reservation on September 5, 2016 we are unable to verify the existence of a website glitch.At this time no further compensation is able to be provided. 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,Hayden [redacted]Tier 3 Customer Service

Dear Mr. [redacted],

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The Revdex.com has shared your recent correspondence pertaining to your request to redeem your future travel voucher towards a new attraction and services reserved, but your request was declined.  On behalf of Orbitz, I apologize for this disappointing experience, and appreciate the opportunity to review your account and respond to your concerns.

Please know that I have reviewed your voucher under case number [redacted], and we do show that this voucher has already been redeemed and paid. 

We apologize again for any confusion.  We do appreciate your business, and hope that we have a future opportunity to serve you.

Sincerely,

[redacted]
Orbitz Customer Relations
Tell us why here...

The website lures you into booking a hotel at a discounted price with orbucks, which in my case would have been $55 plus tax but by the time I got my credit card and put all the information in and submitted it, without closing the site, the amount that they charged me came back at over $85. This bait and switch crap goes on all the time in these websites and I will write congress to look into these deceiving practices.