Orbitz

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.

Dear Ms. [redacted] Thank you for your follow-up email.  Per my previous email, for Orbitz to further review your concerns, I will need copy of your bank statements.  Once I have this information, I can further review and give you a resolution to your concerns. Sincerely, Luisa [redacted] Orbitz Customer Relations Chicago, IL

Initial Business Response /* (1000, 5, 2014/08/15) */
Dear[redacted]
The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you further. I understand you booked a room at the Renaissance Portsmouth-Norfolk Waterfront Hotel. When you arrived at the...

property, the hotel quality was not what you expected, so you are requesting a refund. Also, you are upset with the hold time and the service you received when you contacted our service department.
I appreciate the opportunity to review and respond to you. On behalf of Orbitz, I apologize for the disappointing experience and the inconvenience this caused you. Orbitz strives to provide the best possible customer service, and I regret that in this case, we fell short of our goal.
Please know the hotel has declined to offer a full refund because the room was used. I show a refund in the amount of $147.21 was processed on August 3 to the Visa Card ending in[redacted] Also, you were issued a $75 future travel voucher which I have increased to $200 to use 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 [email protected]. Please reference case number [redacted] and my letter offering the $200 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 August 15, 2015.
[redacted] we appreciate your business, and we hope to have an opportunity to serve you in the future with your travel planning needs.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL

June 7, 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 she requesting a refund of [redacted] of the car reservations that was purchased.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. Due to a system error this reservation was created five times.Upon further research, we are unable to verify as of February 25, 2016 the customer called into customer service and spoke to an agent who was able to cancel and fully refund itinerary [redacted], [redacted] and [redacted].We would like to apologize for the inconvenience Ms. [redacted] may have experienced, and for any lack of service he received while trying to resolve this issue. Despite his recent experience, we do value his business. As of June 7, 2016 Orbitz has fully refunded itinerary’s [redacted] amounting to $258.68. 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

Initial Business Response /* (1000, 10, 2015/08/19) */
Dear Mr[redacted]
Thank you for contacting Orbitz via the Revdex.com. We appreciate the opportunity to review your reservation and respond to your concern. *
It is my understanding that Orbitz Confirmation# PBORBXXXXXXXXXX...

was intended for [redacted] However the hotel selected was in [redacted], a city in [redacted]. You've requested full refund of $215.28USD.*
Mr. [redacted], as you've mentioned, the reservation was self-booked, and all details, including the hotel cancellation policy were available for your review. Please understand, the options for [redacted] were based upon the customer's entry. This was not an error on the part of Orbitz; but a spelling error of the desired city name;[redacted]. *
Furthermore, the hotel selected and confirmed was booked as a prepaid,100% non-refundable reservation. Therefore, as you agreed to pay Orbitz, the hotel has charged Orbitz for your stay. Regrettably, a refund is not possible at this time.*
Mr. [redacted], I empathize with you and hope to provide a positive outcome if at all possible. In review of this event, I found you are a long-time Orbitz Customer, and new Orbitz Rewards Member. Therefore, as a sign of our commitment, and hopeful resolution to your concern, Orbitz has deposited 215.28 in OrBucks to your Orbitz Rewards account. Your OrBucks are noted as "Customer Service Credit" under "OrBucks Activity"; and are immediately available for use in accordance with the Orbitz Reward program. Please do let me know if you have any questions about our deposit. *
Thank you for sharing your concern. Orbitz values your business, and we hope to have continued opportunity to serve your travel needs. *
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL
*
*Initial Consumer Rebuttal /* (2000, 12, 2015/08/19) */*(The consumer indicated he/she ACCEPTED the response from the business.)
getting credit for this mishap looks fair
*

Initial Business Response /* (1000, 5, 2014/02/13) */
[redacted]
The Revdex.com has shared your recent correspondence pertaining to the refund of a package due to weather cancellations. I appreciate the opportunity to review your account and respond to your...

concerns.
From your complaint, you booked an air and car as part of a package on January [redacted] for a departure [redacted]. Upon arriving at the airport, the flight was initially delayed and subsequently canceled. You were advised of a refund, due to the conditions along with travel inconveniences. You believe that Orbitz controls the refund timeframe. Furthermore; your perception of Orbitz has become discontented due to the service you have received.
[redacted], I do understand your concern in this regard you, in good faith booked a trip, confirmed all the necessary flight times, only to have changes made to your booking which you did not request. 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 along with retailers.
According to my research, the amount of the package [redacted] The car portion of the package was in the amount [redacted] Orbitz did process a refund in the amount [redacted] Please allow 3-5 days for the credit to appear on your statement. This will appear as an Orbitz credit, [redacted]
The ticket status is exchanged; from your account, you did check-in for the flight, arrive at the departure gate, suffered a delay and lastly; the flight was canceled by the airline, [redacted] In your case, the airline's staff at the airport either altered the status or imputing the erroneous status of the ticket, the result is a non-usable ticket for Orbitz to refund. The amount of the ticket [redacted]
The situation which you have encountered resulted from the airline representatives themselves, who subsequently exchanged the tickets on the date of departure. Unfortunately, once an airline takes control over the tickets, Orbitz is unable to view or investigate the internal airlines' changes.
On your behalf, I have submitted a refund request directly with the airline, [redacted] Please be advised the airline is responsible to refund accordingly, as they canceled the flight, which you were already allocated to fly. On the date of your original booking, all funds collected for the booking of your ticket was electronically transferred [redacted] for payment. You may notice this on your credit card statement that the charges appeared directly [redacted] and not from Orbitz.
The airline has responded to the request-
[redacted] has been submitted to our Refunds department. You will be notified when your request has been reviewed. Your tracking number [redacted]
Lastly, I will refund the Orbitz service fee [redacted], which was collected [redacted] This will process today, [redacted]. Please allow 3-5 days for the credit to appear on your statement.
Therefore, the total amount of the refund [redacted]
As this is not an Orbitz error, we are unable to provide recompense in this regard.
[redacted], we regret any misunderstanding this may have caused. We appreciate your business, and we hope you will provide us with a future opportunity to restore your confidence in our products and services.
[redacted]
Final Consumer Response /* (2000, 7, 2014/02/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have now been refunded the entire cost of the package I booked [redacted]

May 4, 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 Ms. [redacted] complaint she requesting a refund of the insurance purchased for a recently unused car reservation. On May 3, 2016, we contacted Ms. [redacted] to acknowledge receipt of the Revdex.com complaint but were but were unable to reach the customer.Our records indicate on March 19, 2016 the customer self-booked a car reservation with Orbitz. The customer reserved a Ford Fiesta or similar with Budget. The car is due to be picked up on March 19, 2016, in Pittsburgh, PA and returned to the same location on March 20, 2016. The customer also purchased “Car collision damage protection”.Per the car reservations terms and conditions that were presented to the customer at the time of booking, “Renters 21-24 must present a valid, acceptable credit card, debit cards are not permitted and a valid driver’s license, subject to the screening of your driving record.”As an effort to advocate on the customers behalf we contacted [redacted] on May 3, 2016. [redacted] advised us that on March 19, 2016 Ms. [redacted] was unable to utilize the car reservation. Due to this we are able to refund the unutilized “Car collision damage protection”. As of May 4, 2016 a refund of $18.00 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

April 20, 2016
 
Revdex.com
Complaint Department – Orbitz
 
Re: Orbitz Case #: O-
align="LEFT" dir="LTR"> 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 a refund On April 20, 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 March 6, 2016 the customer self-booked a hotel reservation for two travelers using Orbitz.com. The customer purchased a one night hotel reservation at [redacted] New Orleans Airport, checking in on March 20, 2016, and checking out on March 21, 2016.
 
We are able to confirm that during the booking process the customer is input the check in date as March 20, 2016 and the checkout date as March 21, 2016. An email confirmation of the customers reservation was sent to the email address that was input during booking. The room type and rate selected prior to completion of the reservation was non-refundable.
 
Our records reflect the customer calling Orbitz on March 8, 2016 to obtain a refund for her hotel reservation. Since Orbitz is a third-party intermediary, we had to contact the property manager to request a refund of the reservation. The hotel representative advised our agent that due to Ms. [redacted] not canceling the reservation they are unable to authorize a refund for the reservation.
 
We sincerely regret that we are unable to offer a more satisfactory response or resolution to the customers concern. At Orbitz we try as much as possible to provide not only excellent customer service but we also try to exceed what is expected of us. However we know that there are some instances when policies associated with the purchases made on our website cannot allow for a resolution that is more favorable to our customers. We are not trying to discharge ourselves from any responsibility; we only want to convey that we were able to provide Ms. [redacted] with the necessary information related to the hotel purchase before our system asked Ms. [redacted] to complete the reservation online.
 
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:
I have spent hours of my time with your company to get a brush off answer. I asked for call backs in my 2 emails to your company and with your manila employees aswell as the message  i left at your corporate inbox. nothing happened. this is not acceptable. please review comments from thousands ofcutomers that have thesameor similar complaints. I expect a call from your corporate. I reserve the right to hand this over to the Attorney generla s office in my state
Sincerely,
[redacted]

I booked a roundtrip flight for two passengers. Departure was on frontier airlines on 2/23 and return was on spirit airlines on 2/26. After booking, I did not receive a confirmation #, an email, nothing. I spent hours on the phone researching with the orbitz agents which I'm sorry but I could hardly understand them. Some of them told me they saw my flights, some of them told me they could only find my friday flight. I was furious that they had no idea what was going on. After being transferred over and over and told that it is out of their hands once you book and now in the airlines hands, I called frontier and spirit. Sure enough frontier did not have a flight reservation, but spirit did. How ridiculous is it to book for round trip and end up with a one way ticket home that you can't even use? Orbitz did absolutely NOTHING to help me resolve the issue. I will NEVER use orbitz again. I will take my business elsewhere! I will make sure the word spreads about my negative experience. I just have never heard of booking a trip with a company and them not even having confirmations or any idea what you booked. Ridiculous!