Orbitz

Revdex.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 her rewards activity. We understand from Ms. [redacted] complaint she is requesting additional Orbucks to be added to her account. On May 16, 2016, we contacted Mr. [redacted] to acknowledge receipt of the Revdex.com complaint but were but were unable to reach the consumer.Our records reflect on April 25, 2016 the customer self-booked a multi-destination flight reservation on Orbitz.com. The flight reservation is operated by SAS, with flights departing from Newark, NJ to Stockholm, TX on August 20, 2016, then departing from Stockholm to Tallinn on August 23, 2016 finally returning from Tallinn to Newark, NJ returning on August 28, 2016.After reviewing the customer’s account we are able to verify that when the reservations was completed with our self-service tools online the customer was awarded 47.06 Orbucks. We understand that the customer was unable to utilize his Orbitz credit card to book the reservation. Per the credit cards terms and conditions of the credit card, ORBITZ REWARDS [redacted] Card statement credit will be awarded when a certain amount is spent in purchases generally this needs to occur within the first 90 days of the account opening. This offer is not guaranteed if you do not meet our criteria. For further information please contact [redacted] Bank at 1-[redacted] Due to the customer not using the ORBITZ REWARDS [redacted] Card to book this reservation we are unable issue any additional Orbucks to the customer’s account. 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. Orbitz has placed a $25 coupon Orbitz Travel Coupon for use on a future trip in his permanent Orbitz account. This coupon is valid towards the future purchase of an E-Special Rate hotel reservation, either as a stand-alone hotel or in a vacation package.  The coupon will appear in the booking path for the next qualified reservation, and it is valid until one year from the date of this letter.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 Mr. **,   The Revdex.com has shared with us your correspondence regarding your recent experience with Orbitz. It is my understanding when you attempted to call Orbitz to cancel your reservation to Nadi before the courtesy cancellation timeframe passed there...

was a long hold time and by the time you spoke with an agent the courtesy cancellation option had passed. I appreciate the opportunity to review your account and respond to you.   On behalf of Orbitz, I would like to apologize for any frustration this has caused you.   Please be advised that our call volume has spiked abnormally due to a high volume of seasonal airline schedule changes. Although we monitor our call volume continuously and do our best to staff accordingly, we find occasionally call volume exceeds our forecast. While we apologize for the long hold times you encountered, you would have been able to log into the Orbitz website and courtesy cancel your reservation; however, we do not show any attempts to cancel the reservation via the Orbitz site were made during the courtesy cancellation timeframe. Unfortunately, as the reservation was not cancelled before the courtesy cancellation timeframe ended all fare rules do apply.    Mr. **, we wish our response could be more favorable. 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

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

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]

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
*

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

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

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]

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

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, 5, 2014/09/24) */
Dear Ms.[redacted]
The Revdex.com has shared with us your correspondence regarding your recent experience with Orbitz. I understand you did not receive an email confirmation for your booking at the[redacted] Hotel Montreal -...

Longueuil, as the email address was entered incorrectly during booking. I appreciate the opportunity to review your account, and respond to you.
On behalf of Orbitz, I would like to apologize for any frustration this has caused.
Please know, I have contacted the property to request a refund for your reservation; however, they have advised as the reservation was not canceled at least 1 day prior to check-in, a refund will not be given.
Nevertheless, we do value you as a customer, and as a gesture of sincerity for your disappointing experience, we have processed a refund for the reservation in the amount of $392.05. The refund will appear back to your card within 3 to 5 business days.
Ms. [redacted] we appreciate your business, and hope you will continue to use Orbitz in the future for your travel needs.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL
Dear Ms.[redacted]
Thank you for your patience.
Please know, when we attempted to process the refund to your card we received an error.
Can you please provide your phone number and time you would be available, so I can contact you to get the credit card information?
I look forward to hearing back from you.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (3000, 8, 2014/09/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes my phone number is 716-903-2467. I will accept the response when the refund is processed.
Final Consumer Response /* (4200, 12, 2014/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I called twice. Once on Friday and again today and I left messages both times. I will accept the response once the refund is processed.
Final Business Response /* (4000, 14, 2014/10/20) */
Dear Ms. [redacted]
Thank you for speaking with me earlier today.
Please know, the refund of $392.05 will appear back to your American Express ending in[redacted] within 3 to 5 business days.
If you have any further questions or concerns, please let me know.
Sincerely,
[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

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]

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!

November 29, 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 they are requesting a full refund of the reservation due to inputting the incorrect name.Our records indicate on October 31, 2016 the customer self-booked a flight reservation for two passengers on Orbitz.com. The customer purchased a round-trip flight for one traveler. The flight reservation was operated by [redacted] Airlines, with flights departing on November 1, 2016 from Newark, NJ to Nairobi and returning on December 13, 2016.Per the terms and conditions that the customer agreed to upon booking the reservation; Tickets are nonrefundable, nontransferable, and cannot be canceled or changed. Upon completing the booking on our website, the customer agreed to our Terms of Use, which expressly provide:You are responsible for ensuring that you meet foreign entry requirements and that your travel documents, such as passports and visas (transit, business, tourist, and otherwise), are in order and any other foreign entry requirements are met. Orbitz has no special knowledge regarding foreign entry requirements or travel documents. We urge customers to review travel prohibitions, warnings, announcements, and advisories issued by the relevant governments prior to booking travel to international destinations.As Orbitz is an input based system, it is the customers responsibility to enter the correct information for each passenger.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

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

Dear Ms. **,

Roman">

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...

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.

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