Orbitz

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.

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

November 15, 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 a refund of the charges sustained due to the cancelation of the flight reservation.Our records indicate on March 24, 2016 the customer self-booked a flight reservation using Orbitz.com for two travelers. The flight reservation was operated by [redacted] Airlines, with flights from Milwaukee, WI to Atlanta, GA departing on October 15, 2016 and returning on October 19, 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 one roundtrip ticket with [redacted] Airlines who was 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.Per the customers confirmation email:Your flight booking is with a low cost airline and can only be changed or cancelled by contacting the airline directly. For convenience, you can select the airline from our online check-in page . Please note that Orbitz may not be advised if you change or cancel your flight with your airline directly, or if the airline makes any changes to your flight schedule. These changes may not be reflected in your Orbitz Itinerary, so please ensure that you also print out any subsequent itinerary change emails you receive directly from the airline.Due to this we advised the customer to contact [redacted] Airlines directly if she is requesting additional compensation. We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,[redacted]Tier 3 Customer Service

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]

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

Reserved a flight/hotel package to Los Angeles for July 18 to July 23 of 2016 for 5 people.The total amount was $2080 and the e mail was sent with seats for a [redacted] flight going and [redacted] Air coming back.As of April the charge to the card used was only $1189.Was not sure if the bill was separated so by July when no other bill came we called.First reason was "someone cancelled" the flight part.We told them none from our group did.Then we were told that there is a return flight but not the going flight.So we booked a flight to Los Angeles worth $891.When in Los Angeles we tried to confirm the return flight this time was told there is NONE at all.So the 5 day trip was mostly used to follow up their mistake and ended up paying more for the whole trip as the Orbitz call center finally told us that the $1189 was only for the hotel.What a rip off.It came out as $247/day at a [redacted] whose website advertises rooms for $130.

Dear Ms. [redacted],
Thank you for your follow-up response, and I appreciate the opportunity to address your continued concerns.
We apologize again for any confusion with the airline imposed schedule change that occurred, and that the change was not updated via your “My Trips”.  We understand there was inconvenience associated with the confusion, but the flights were utilized, and as the time difference was still within boarding times of the original flight, we are unable to grant your compensation requests.  A $50 future travel voucher has already been issued, and we do hope that you do decide to utilize the voucher in the future.
Ms. [redacted], we apologize again for your continued disappointment.
Sincerely,
[redacted]
Orbitz Customer Relations




Tell us why here...

August 23, 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 that the customer did not accept our response and/or resolution offered.Per the customers rebuttal he is rejecting the responded due to not being able to book a hotel in advance. We apologize about the inconveniences that the customer sustained while reserving their hotel reservation. We are able to confirm that when the customer was booking the hotel room at the [redacted] Inn Kansas City North two options were offered. On the left there is an option labeled “Pay Online Now” which would be the Prepaid Hotel booking that the $50 rebate would be able to be applied to. On the right there is an option that is labeled “Pay Later”. This option allows the customer to pay the hotel directly at the time of check in. This option is not a Prepaid Hotel booking therefore the $50 rebate is not able to be applied to this type of booking.The customer has one year from the date of the original email to book a Prepaid Hotel booking and receive a $50 rebateWe 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, 2014/10/14) */
Dear Mr. [redacted]
The Revdex.com has shared your recent correspondence pertaining to your hotel experience. It is my understanding that you contacted the hotel property and requested late check-in; however, they...

classified you as a "no show", but also stating a reservation was not confirmed for you.
Mr. [redacted] I will be happy to review and address your concerns; however, I am unable to locate the booking in question with the email address provided. If you could please forward your Orbitz record locator and the email address used to reserve the booking in question, I will promptly address your concerns.
Sincerely,
[redacted]
Orbitz Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2014/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Orbitz Record Locator[redacted]
Final Consumer Response /* (4200, 11, 2014/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm sorry but I do not wish to speak with anyone else about the matter. Since my method of payment was Paypal, they were unable to retrieve any funds from Orbitz. I have already spoken to them about this and unfortunately they were not able to provide any refunds based on it being a "Non-tangible" transaction. I originally reached out to Orbitz but was unsuccessful at reaching any sort of agreement "over the phone."
Final Business Response /* (4000, 13, 2014/10/21) */
Dear Mr. [redacted]
Thank you for your follow-up response, and I appreciate the opportunity to address your continued concerns.
Please know that I have contacted the Holiday Inn Express & Suites Dallas West on your behalf and spoke to the manager. They have advised that you had a guaranteed room for late arrival. Your reservation was confirmed in their system, and they had already assigned you a room number. They have advised that they were not soldout on October 4, 2014, and would have issued your room upon your arrival.
Mr. [redacted] unfortunately we cannot verify what occurred with the property, but the Holiday Inn has advised that they had a room ready for your arrival, but they have no information that you ever arrived at their property. They have declined your refund request and Orbitz will be charged in full for the booking. I wish that I could offer you a more favorable response.
Sincerely,
[redacted]
Orbitz Customer Relations

Initial Business Response /* (1000, 5, 2014/10/27) */
Dear Mr. [redacted]
The Revdex.com has shared your recent correspondence pertaining to the refund along with collection notification from a past ticket purchase. I appreciate the opportunity to review your account and respond...

to your concerns.
From your complaint, you booked tickets on July 15, 2014 for travel on July 23, 2014. This was booked with[redacted] Airlines. The concern is the terms and conditions of the tickets and credits along with the collection agency's dispute. You are attempting to understand the terms and conditions along with why the issue has been placed in collections. You believe that as an on-line travel agency, Orbitz should provide this information in the individual account.
Mr. [redacted] I do understand your concern in this matter; travel can be a hectic experience, and Orbitz does try to meet the expectations of our customers with terms and conditions associated with ticket bookings along with vendors.
As a travel agency, Orbitz is required to apply the applicable airline fare rules at the exact moment the ticket is issued. The ticket was sold with the understanding that the fare was non-refundable and certain restrictions apply. The booking was made on July 15, 2014 and the primary contact to Orbitz was on July 18, 2014. The courtesy cancellation policy was valid for the first 24 hours after the booking was made; when the contact was made to Orbitz, the policy was expired.
Spirit Airlines has various policies regarding credits for canceled tickets. All airlines charge fees to exchange, and if you needed to change the date of the tickets, fees would apply. According to the documentation, Orbitz contacted[redacted] Airlines and had the call conferenced regarding the changes. Please be advised, all funds collected for the tickets along with the changes were made directly to[redacted] Airlines, not Orbitz.
According to my research, Orbitz did not exchange the tickets on July 18, 2014 for an alternate date. When you contacted[redacted] Airlines to cancel the tickets, after the date change was made, you would have a credit. The validity of[redacted] Airlines credit is 60 days after the cancellation; if the tickets were canceled on July 23, 2014 the credit would expire on September 21, 2015.
Please be advised, all the above conditions along with validity dates are the policy and procedure of Spirt Airlines, not Orbitz.
Currently, Orbitz has received a dispute from the airline and the credit card company for the transaction. Unfortunately, once the issue has been received by collections, Orbitz is unable to suspend the contact and or phone calls regarding the debt. The amount of the debt is the original ticket amount of $668.94, which was charged on July 15, 2014 to[redacted] Airlines.
Although I understand your frustration and dissatisfaction; we are confident that all pertinent information regarding the terms and conditions as well as the cancellation policy was presented to you during the booking process.
Regrettably, Orbitz is not in a position to compensate for any additional expenses due to the situation presented.
Mr. [redacted] I understand this may not have been the answer you were looking for; we appreciate your business and hope you will provide us with a potential opportunity to serve you with your travel planning needs.
Sincerely,
[redacted]
Orbitz Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2014/10/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There response only stated the terms and conditions of both Orbitz and[redacted] and can care less how we were treated as customers.[redacted] Airlines gave us false information on the phone and were treated terrible by foreign phone operators. I am completely over this experience and will never use Orbitz or[redacted] Airlines ever again.
Final Business Response /* (4000, 9, 2014/11/05) */
Dear Mr. [redacted]
Thank you for your reply. I am sorry you are disappointed with my previous response and regret your perception that it was not empathetic to your circumstances.
As I have stated previously, the booking was made on July 15, 2014 and the primary contact to Orbitz was on July 18, 2014. The courtesy cancellation policy was valid for the first 24 hours after the booking was made; when the contact was made to Orbitz, the policy was expired.
Orbitz did not exchange the tickets on July 18, 2014 for an alternate date.
The validity of[redacted] Airlines credit is 60 days after the cancellation; if the tickets were canceled on July 23, 2014 the credit would expire on September 21, 2015.
All the above conditions along with validity dates are the conditions set by the airline, Sprit, not Orbitz.
We have given this matter every consideration and at the same time, provided you detailed responses regarding it.
As this is not an Orbitz error, we are unable to provide recompense in this regard.
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

Orbitz is actively engaging in false advertising of their prices. After you have submitted your payment information their website produces a popup that informs you the price has just changed. The naive shopper may think this is because prices just changed while you were entering your info. Not the case at all. Repeated experiments on different days, browsers, devices, etc, all produce the same result. Orbitz (and parent company, [redacted]) is actively engaging in Deceptive Price Advertising to pull in shoppers. Once the shopper realizes it's a better deal they enter all their information, including payment information, and hit submit. Then Orbitz (and [redacted]) tell them "We hate it when this happens... The price of your trip has changed from $994.49 to $1,945.04. Rates can change frequently. Book now to lock in this price."

Initial Business Response /* (1000, 5, 2014/02/06) */
Dear [redacted]
The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you further. I understand you confirmed a reservation on our website. However, the reservation was confirmed for the...

incorrect dates. You would like the money charged to changen the ticket refunded, as you are claiming this was an error caused by the website. I appreciate the opportunity to review your account and respond to you. On behalf of Orbitz, I sincerely apologize for the disappointing experience.
After reviewing your account, I show your reservation confirmed for travel on April 2, 2014. At Orbitz, we understand the importance of our website displaying accurate information during the booking process. To ensure the accuracy of our site, we keep website logs of our customers booking process. I have checked the logs of your booking process, and it does show your search and confirmation page was for February 14, 2014. Once the reservation was completed, the flight details were also viewable on the website under your "MY TRIPS." I have attached a screen shot of the website recapping the flights, and dates given during the booking path.
I do empathize with your situation, but as a travel agency, we are required to follow all airline rules and restrictions. As we are not showing this was a website error, unfortunately, will are unable to refund the penalty fees charged to change the ticket.
[redacted] I wish that I could offer you a more favorable response. We appreciate your business, and we look forward to serving you in the future.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL

Revdex.com
Complaint Department – Orbitz
Re: Orbitz Case #: S-[redacted]
Dear Better Business...

Bureau,
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 Mr. [redacted] complaint he is requesting a refund for a recent reservation due to the Best Price Guarantee policy and a voucher. We contacted Mr. [redacted] to acknowledge receipt of the Revdex.com complaint.
Our records indicate on February 12, 2016 the customer booked a hotel reservation for a two night stay at the Kaanapali Beach Hotel checking in on March 6, 2016 and checking out on March 8, 2016.
On February 29, 2016, we can confirm that per Revdex.com case number [redacted] the customer was told to call into customer service and provide S-[redacted] which instructed the agent to add $50 in Orbucks and refund $16.50 due to qualifying for a Best Price Guarantee. Our records reflect that the customer called customer service on March 17, 2016 and was not issued the $16.50 refund or the $50 in Orbucks. As of March 29, 2016 Orbitz has issued a refund of $16.50 and has added $50 in Orbucks to Mr. [redacted] permanent account. The time it takes the refund to post to the customer’s account depends on the time it takes the customer’s credit card company to process refunds.
We also understand that the customer is requesting to redeem $125 voucher number [redacted] on itinerary [redacted]. We were able to verify the coupon amount and have agree to credit the customer $125 towards itinerary [redacted]. The time it takes the refund to post to the customer’s account depends on the time it takes the customer’s credit card company to process refunds.
If you have any further questions or concerns regarding this matter, please feel free to contact us.
       
Sincerely,
[redacted]
Tier 3 Customer Service
Tell us why here...

Dear Ms. [redacted], Thank you once again for your continued correspondence and persistence.  In my previous response I explained that your reservation was canceled after the courtesy cancellation time period had elapsed; therefore, Orbitz is unable to offer you a refund for the reservation.     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, there will be no further replies forthcoming from our office regarding this issue.    Your continued interest in Orbitz is appreciated.  Sincerely, [redacted] Orbitz Customer Relations
Chicago, IL

Dear Mr. [redacted],
Thank you for your follow-up response, and we appreciate the opportunity to address your continued concerns.
Please know that your concerns and your reservation have been thoroughly review, and given every consideration.  We do show the calls generated to our Service Center on February 5th & 6th ; however, we are not showing any calls were generated initiated to our office on February 4th. 
Mr. [redacted], as a travel agency, Orbitz does not hold the funds for the tickets reserved.  The free cancellation period is a strict 24 hour cancellation policy, and once that time period has passed, the airline imposed fare rules are in place. 
We regret your continued disappointment in our services, but we are unable to grant your refund request.  Thank you again for the opportunity to address your concerns.
Sincerely,
[redacted]
Orbitz Customer Relations
Tell us why here...

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

regarding your recent experience with Orbitz. It is my understanding you are requesting a refund for your reservation to Boston with Orbitz booking number [redacted]. I appreciate the opportunity to review your account and respond to your concerns. On behalf of Orbitz, I would like to apologize for any frustration this has caused you. After further research we have confirmed when you contacted Orbitz on February 11, 2016, to inquire about making a changes or cancellation to your flight reservation the agent you spoke with an agent who advised that you would be able to change or cancel your flight. Unfortunately, per the fare rules placed on the reservation by Delta Airlines no changes or cancellations were allowed; therefore, the information provided to you by our agent was incorrect. Please know as you were provided incorrect information Orbitz has processed a refund in the amount of $444.19 for the reservation, back to the original form of payment. The amount of time it takes to process a refund depends on how quickly your credit card company takes to process refunds. [redacted], we appreciate your business and hope you will continue to use Orbitz in the future for your travel needs. Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

August 9, 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 Ms. [redacted] complaint she is requesting to cancel her hotel reservation and receive a refund due to extenuating circumstances.Our records indicate on June 9, 2016 the customer self-booked a hotel reservation for one traveler using Orbitz.com. The customer purchased a one night hotel reservation at [redacted] Hotel Istanbul at the Bosphorus, checking in on August 29, 2016, and checking out on August 30, 2016.Our records reflect that on July 21, 2016 the customer called our customer service to request the cancelation of her hotel reservation. Due to the customers reservation being booked at a non-refundable rate, the assisting agent reached out to the hotel for authorization to refund the reservation. Due to the extenuating circumstances in Istanbul the manager agreed to authorize a full refund of Ms. [redacted] reservation. The time it takes the refund to post to the customer’s account depends on the time it takes the customer’s credit card company to process refunds.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,
[redacted]Tier 3 Customer Service

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]