Orbitz

Initial Business Response /* (1000, 5, 2014/02/20) */
Dear Mr. [redacted]
The Revdex.com has shared with us your correspondence regarding your recent Orbitz experience. I understand you state the reservation booked was not the one that you had selected. I appreciate the...

opportunity to respond to you.
On behalf of Orbitz, I would like to apologize for any frustration this has caused you.
Please know, I was unable to find the reservation using your email address. Can you please provide me with the Orbitz Record Locator, so I can review?
I look forward to hearing back from you.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL
Final Consumer Response /* (3000, 7, 2014/02/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
orbitz record locator PBORBXXXXXXXXXX
Why does someone have to wait almost 30 minutes to speak to a representative after entering your record locator # on your phone system and then having to wait to talk to another agent then again another 20 minutes later because its an international reservation. they knew that from the initial enumeration of the record locator number the first time - an hour and a half of nonsense.
Final Business Response /* (4000, 9, 2014/02/25) */
Dear Mr. [redacted]
Thank you for your response.
After further research, we do show that the reservation confirmed for [redacted] to Tel Aviv on February 13, 2014 was the reservation with the longer layover for the total price of $785.92. Furthermore, an email confirmation was sent to you within 24 hours of booking so that you could review the reservation.
Nevertheless, we do value you as a customer, and as a gesture of sincerity for your disappointing experience, we would like to offer you a $100 future travel voucher to be used on your next Orbitz.com booking. Our voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needs.
Here are the instructions for the future travel voucher:
When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [redacted]@Orbitz.com. lease reference case number XXXXXXX and my e-mail offering the $100 future travel voucher in your request. Orbitz will then issue a credit to the card used for the new booking. This offer is valid for one year from the date of this e-mail, until February 25, 2015.

Mr. [redacted] we appreciate your business, and hope you will continue to use Orbitz in the future with your travel needs.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL

Initial Business Response /* (1000, 5, 2014/06/03) */
Dear Mr. [redacted]
The Revdex.com has shared your recent correspondence pertaining to the package booking and compensation due to errors. I appreciate the opportunity to review your account and respond to your concerns.
From...

your complaint, you booked an air, hotel and car as a package on April 16, 2014 for a departure on May 23, 2014. This issue was the car and hotel reservations; the car reservation was not honored, and the hotel booking could not be located at the hotel. You are asking for a refund of the car, insurance and additional car related bookings due to the error. Furthermore; your perception of Orbitz has become discontented due to the service you have received.
Ms. [redacted] I do understand your concern in this regard; 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.
All vehicle type listings, rates, and availability found on the Orbitz.com website, as with any Internet travel website, are provided and maintained directly by the individual car rental company. As a website, we display to our customers, the information that is provided to us from the specific rental-car providers. We certainly apologize for any misunderstanding that you may have had with the cost of the vehicle. However, we feel that Orbitz properly disclosed the terms and conditions of the sale during the booking process.
On your behalf, I have voiced your feedback to the Car services group. They will contact the rental company to review the complaint. Our hope is that this valued criticism will allow them an opportunity to adjust their information and modify how their company's policies are presented before the public.
Feedback such as yours is critical to the operational side of our business; I thank you for bring this matter to our attention.
According to my research, Orbitz has refunded the original car payment to Dollar; this was processed on May 27, 2014 in the amount of $62.54.
Due to the circumstances, I am willing to review the receipts for the additional car expenses. If you can forward a copy of the receipt along with any documentation regarding the travel insurance as I would need to verify if insurance was used for the new car rental.
We take our customers' comments very seriously, and I thank you for your honest feedback.
Ms. [redacted] we thank you for bringing this matter to our attention. Your business is truly valued, and we hope you will provide us with a future opportunity to serve you with your travel planning needs.
Sincerely,
[redacted]
Orbitz Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2014/06/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want reimbursement for[redacted]car rental for compensation of the screw-up.
Final Business Response /* (4000, 13, 2014/06/23) */
Dear Ms. [redacted]
Thank you for your continued correspondence to Orbitz.
I have received your fax regarding the additional costs of the car with[redacted]as the Dollar agency could not provide service.
Per my previous email, I will honor the claim and refund the amount of $297.77 to the card ending in[redacted]
This will process today, June 11, 2014. Please allow 3-5 days for the credit to appear on your statement. This will appear as an Orbitz credit, not[redacted]
This, however, is all the compensation which Orbitz will offer.
Ms. [redacted] thank you for allowing me to assist you in this matter. Again, I do apologize for the error and your continued frustration.
Sincerely,
[redacted]
Orbitz Customer Relations
Final Consumer Response /* (3000, 11, 2014/06/18) */

My family and I booked vacation flights with Orbitz. We received a detailed itinerary with all our flight information. When we went to check in with all our flight details from Orbitz, we learned that we did not have seats. Orbitz never booked a flight for us. My family was hours away from leaving for a flight for which we had no seats.
When we tried to resolve this issue with Orbitz, they were incredibly difficult to work with. They continually made excuses and offered no explanations. We asked to be put on other flights, but they simply refused to help us. We found other options online ourselves, but still they refused to help us.
Finally we asked for a full refund so we could book our own flight. They insisted it would take 45 business days to receive a full credit, even though it was their error.
I cannot stress how unhelpful the entire customer service staff at Orbitz was. They continually gave us the run-around, put us on hold, and simply left us with no options or recourse. Even though it might appear to be a few dollars cheaper to book a flight with Orbitz, I HIGHLY suggest you do not. It has truly been the worst travel experience of my life.

Complaint: [redacted]
I am rejecting this response because: 
As suggested by Orbitz, I did try to reach the Airlines directly and also posted my feedback on their website, however received no response from them. My review/feedback was also deleted by the airlines from their website. After receiving such a poor service from Orbitz and the airlines, I don't think I will be making any reservations in future via Orbitz so using $100 credit for any future booking does not make any sense. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Hi Revdex.com,
Was this a mistake? This seems to be the same response that I rejected yesterday. I don't dispute the fact that Orbitz had made a good faith effort to resolve my complain after Revdex.com's intervention, I was hoping Orbitz could provide an explanation regarding why it requires Revdex.com's intervention to have my case resolved (it had been rejected twice by their customer service representatives). Thank you.
Sincerely,
[redacted]

To Orbitz Management and various state and local Revdex.com offices;
Orbitz, you have absolutely the WORST customer service response rate in the entire travel industry. 1 hour hold times IF you can get through to ANY incompetent contractor in India who has NO IDEA how to take care of anything. NO ENGLISH SPEAKING SUPERVISORS. A form letter response 24 hours later to an urgent email with someone at the airport.
If you cannot take care of issues, you should not be allowed to sell in Missouri. Understaffed, incompetent, outsourced contractors who do not clearly speak or understand English and are unwilling to work for the help of your customers is my EXPERIENCE with Orbitz. It has gotten much worse since the acquisition by [redacted]. Total incompetence...
Every time I have called "we are experiencing high call volumes, please wait and your call will be answered "sometime in the future"."
You are great if all goes right, never helpful when anything goes wrong as it often does when travelling.
Your previous customer,
Rodney [redacted]

Complaint: [redacted]
I am rejecting this response because:I am a non-smoker. I was not smoking. What evidence are they providing of this? My original complaint addressed not only this bogus smoking charge but the shabbiness of the hotel room. After making several complaints to the front desk about the smell of stale cigarette smoke and stained carpeting and drapes, the Hotel replied by issuing me a smoking penalty. I stand by my original demand: refund of hotel fees and smoking penalty.
Sincerely,
[redacted]

Dear Mr. [redacted],
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The Revdex.com has shared your recent correspondence pertaining to the airline reservation that was requested with [redacted] Airlines and [redacted] Airlines.  You feel that the booking was canceled; however, you are seeing charges on your credit card account from [redacted] Airlines.  On behalf of Orbitz, I apologize for any confusion this has caused, and appreciate the opportunity to review your account and respond to your concerns.
Our records indicate that on February 15, 2016, a combined one-way fare flight reservation under itinerary# [redacted] was reserved using the self-service tool on the Orbitz website. Travel on May 6, 2016, is with [redacted] Airlines, departing from Dallas, Texas to Denver, Colorado. Travel on May 8, 2016, is with [redacted] Airlines, departing from Denver, Colorado to Dallas, Texas, for one passenger. 
Upon further research, we were able to confirm that you contacted us on February 17, 2016, and was advised to contact [redacted] Airlines directly as the [redacted] Airlines portion of the flight reservations had not been confirmed.
We have tried to reach you by phone concerns your complaint, but unfortunately, we were unable to reach you.  In order to better assist you, we request that they submit a copy of your credit card statement with the charges from [redacted] Airlines, so that we may further research your complaint. You may submit the documentation via the submission link on the Revdex.com website. We ask that you omit any personal information from the documentation.
Mr. [redacted], we look forward to your response.  Thank you again for the opportunity to address your concerns.
Sincerely,
[redacted]
Orbitz Customer Relations

Tell us why here...

March 23, 2016
Revdex.com
Complaint Department – Orbitz
Re: Orbitz Case #: S-[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 honor their Best Price Guarantee submission.
Our records indicate on March 17, 2016, the customer booked flight reservations – itinerary [redacted] – using the self-service tool on the Orbitz website. Travel is on [redacted] Airways, departing April 5, 2016, from John F. Kennedy, New York to Albuquerque, New Mexico, returning September 20, 2016, for one passenger.
On March 23, 2016, Orbitz processed a refund in the amount of $21.99 back to the customer’s original form of payment as a goodwill gesture. The amount of time it takes to receive a refund depends on how quickly the customer’s credit card company takes 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

Initial Business Response /* (1000, 5, 2015/08/07) */
Dear Ms.[redacted]
The Revdex.com has shared your recent correspondence pertaining to the denied voucher redemption. I appreciate the opportunity to review your account and respond to your concerns.
From your complaint, a...

travel voucher was issued on December 17, 2014 in the amount of $200, which is valid until December 17, 2015. Upon contacting customer service to redeem the voucher in conjunction with a booking, the voucher redemption was denied. You are asking Orbitz to honor the voucher against the booking. Furthermore; your perception of Orbitz has become discontented due to the service you have received.
Ms.[redacted] I do understand your concern in this regard; travel can be a hectic experience, and Orbitz does try to meet the expectations of our customers with knowledgeable and comprehensible staff.
According to my research, the voucher issued on the above date has a reference number of XXXXXXX. If you can provide the Orbitz Record Locator for the new booking, I can surrender the voucher.
If you have any additional concerns, please do not hesitate to ask.
We take our customers' comments very seriously, and I thank you for your honest feedback.
Ms.[redacted] we apologize for any misunderstanding this might have caused. Orbitz hopes to have a future opportunity to serve you with your travel planning needs.
Sincerely,
[redacted]
Orbitz Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please apply my Orbitz voucher towards PBORB-XXX-XXX-XXXX. The amount is 50.62usd. This is in reference to XXXXXXX. Let me know once done so I could coordinate with PayPal.
Final Business Response /* (4000, 9, 2015/08/11) */
Dear Ms.[redacted]
Thank you for your reply.
Per your request, Orbitz has surrendered the amount of $50.62 of the original $200 voucher issued on December 17, 2014 in conjunction with the Orbitz Record Locator, PBORBXXXXXXXXXX.
This was processed today, August 11, 2015 via PayPal. Please be advised, PayPal does have a stipulation of a 7 to 10 business day timeframe for processing the credit. This is due to the third-party payment system and not Orbitz.
The amount of $91.90 remains of the original voucher; this will expire on December 17, 2015. Please refer to the original case number XXXXXXX in future correspondences.
If you have any additional concerns, please do not hesitate to ask.
Ms.[redacted] thank you again for allowing me to assist you with your query; Orbitz does appreciate your business, and we hope to assist you in the future.
Sincerely,
[redacted]
Orbitz Customer Relations

September 19, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #[redacted]Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from Mr. [redacted] We regret to hear Mr[redacted] did not accept our response and/or resolution offered.Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding a hotel reservation. We understand the customer is requesting a full refund of his hotel reservation.As previously advised, based on the cancellation and change policy agreed upon by Mr[redacted] at the time of purchase, Cancellations or changes made after check-in are subject to a hotel fee equal to 100% of the total amount paid for the reservation. Due to this Orbitz is unable to authorize a full refund of the reservation.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. We apologize about the frustration, 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 Mr[redacted] with the necessary information related to her flight purchase before our system asked her to complete the reservation online.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

June 27, 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 hotel reservation. We understand from Mr. [redacted] complaint he requesting a refund for additional charges sustained by purchasing the all-inclusive package at the hotel.Our records indicate on March 16, 2016, our agent assisted the Mr. [redacted] with booking a package. The customer called customer service and purchased a package reservation for three travelers using Orbitz website. The customer purchased an eight night hotel reservation at [redacted] Inn Resort Aruba - Beach Resort and Casino, checking in on May 31, 2016, and checking out on June 8, 2016. The customers round trip flights were operated by [redacted] Airlines, departing from Los Angeles, CA to Aruba on May 30, 2016, and returning on June 8, 2016.We have confirmed that this matter was resolved on June 26, 2016 with a refund of $1176.00 being processed by one of our corporate customer service agents. 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 would like to apologize for the inconvenience Mr. [redacted] experienced. It is disheartening when our clients feel that we have not met the standards to which we hold our organization and employees, as we attempt to provide the most efficient, quality service available.We appreciate Ms. [redacted] thoughtful comments, and we're sorry we disappointed her. We rely on customers like her to provide us with the information we need to continue improving our services.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: This still doesn't answer my question! As I previously stated I assumed that was an error and it wasn't until I called united did I find out about Denver. So WHERE DOES IT SAY DENVER COLORADO ON MY CONFIRMATION OR ITINERARY? Just because it has the same flight number doesn't mean anything, the bottom line is still that if I am going to be in an airport for nearly 4 hours it should be displayed! This seems like deceptive business practices and at this point I'm wondering if I need to take more steps for action on this. 
Sincerely,
[redacted]

I had 3 hotel reservations for my trip to Kuala [redacted] from Los Angeles
1. [redacted]
2. [redacted]
3. [redacted]
I choose the hotel on orbitz.com becasue it offered free breakfast. However upon checking in the hotel informed me breakfast is not included. I made several phone calls to orbitz and they finally admitted a problem on their website.
I found out later they were only willing to cover the breakfast cost for 1 of the 3 reservations. I did not want to make several more phone calls for the 2 other reservations as it was exhausting and ruining my supposed vacation.
This review is for orbitz to improve it's customer service response when a complaint involves multiple reservations.

March 10, 2016
Revdex.com
Complaint Department – Orbitz.com
Re: Orbitz Case #: S-[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 stating they encountered difficulties with their recent flight reservations, and are inquiring about the refund timing of their cancelled reservations, as well as requesting details regarding their future use Orbucks (Electronic Travel Coupon).
Our records indicate on February 22, 2016, the customer booked combined one way fare flight reservations – itinerary [redacted] – using the self-service tool on the Orbitz website. Travel on April 5, 2016, was on American Airlines, departing Chicago, Illinois to Dallas, Texas. Travel on April 13, 2016, was on [redacted] Airlines, departing Dallas, Texas to Chicago, Illinois, for one passenger.
Upon further research, we were able to confirm on February 23, 2016, that the customer contacted Orbitz to cancel their flight reservations, as they were within the 24 hour free cancellation period. At that time the customer’s flight reservations were cancelled, and the funds that had been authorized for the reservations were released to the customer’s credit card by the airlines (the merchant of record, the entities that charged the customer’s credit).
Additionally, on February 23, 2016,  the customer as provided with a $50.00 Orbucks (Electronic Travel Coupon) which may be used towards the purchase of an E-Special rate hotel or vacation package booking. The coupon will be available during the online booking path when the customer is signed into their Orbitz account, or they may contact an Orbitz representative to assist with booking over the phone. The Orbucks Electronic Travel Coupon is valid for one year from the date of issue.
Meanwhile, the two amounts of $35.10 the customer is describing is a temporary hold by credit card companies or banks to validate the online purchase. The amount was posted on February 22, 2016, to validate the purchase of the combined one way fares flight reservations on the itinerary with the number [redacted].
If the customer’s credit card statement is reflecting that they were charged for the reservations on itinerary [redacted], we request that the customer submit a copy of their credit card statement via the submission link on the Revdex.com website. We ask that the customer omit any personal information from these documents. Once we have received the additional information, we will further research and address the customer’s concerns.
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

November 15, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O-129326Dear 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 Henry [redacted] (Revdex.com case number 11813465) regarding a hotel reservation. We understand from Mr. [redacted]’s complaint he is unhappy about not receiving a discount on a recent reservation. Our records indicate on September 5, 2016 the customer self-booked a package reservation for four travelers. The customer purchased a seven night hotel reservation at [redacted] Resort & Spa Los Cabos, checking in on November 21, 2017, and checking out on November 28, 2017. The customers flights were operated by American Airlines, departing from Phoenix, AZ to San Jose del Cabo on November 21, 2017 and returning on November 28, 2017.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.Our records reflect that the customer first called on November 5, 2016 to cancel his hotel reservation. As the flights that the customer purchased was non-refundable the customer chose not to cancel his flight reservation. Due to the inconveniences the assisting agent issued Mr. [redacted] a $100 voucher to use on a future reservation. At this time no further compensation is able to be provided.If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Hayden [redacted]Tier 3 Customer Service

August 1, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #[redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments...

and concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding a flight reservation. We understand from Ms[redacted] complaint she is requesting a refund a flight reservation due to extenuating circumstances.Our records indicate on June 10, 2016 the customer self-booked a round trip flight for two travelers. The flight reservation was operated by  Air Canada, with flights departing on July 27, 2016 from Toronto, ON to Los Angeles, CA on August 3, 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 Air Canada was the merchant of record and the company that charged the customer’s credit card, we have to abide by their rules and regulations. Based on the fare rules the customer agreed to at the time of booking, the tickets were non-refundable with a change penalty fee of $200 per passenger would be charged.Our records reflect the customer contacting Orbitz on July 12, 2016 to cancel her flight reservation due to medical issues. Per our documents the customer was advised to call Air Canada and provide medical documentation as the customer purchased a non-refundable reservation.On August 1, 2016 as an effort to advocate on the customers behalf Orbitz contacted Air Canada. We were advised that if the customer is requesting a refund for a non-refundable reservation they must submit medical documentation to the link below.https://help-aircanada.com//aircanada-help/createIssue.do?lang=ENU We sincerely regret that we are unable to offer a more satisfactory response or resolution to Ms[redacted] 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 you with the necessary information related to Ms[redacted] flight purchase before our system asked her 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. [redacted],The Revdex.com has shared with us your recent
correspondence regarding your Orbitz experience. It is my understanding that
you intended to book a ticket for your daughter; however, the ticket was booked
in your name. I appreciate the opportunity to review your...

account and respond
to you.On behalf of my colleagues at Orbitz, I sincerely
apologize for this unfortunate situation.Please know it is the responsibility of the Orbitz member
or the person using the account on the member’s behalf to confirm all travel
specifications before completing the booking process.  Orbitz is explicit in the importance of
reconfirming the traveler and itinerary selections.  Throughout the booking process and prior to
the final selection, the website recaps the selections made by the member.  The traveler name is highlighted above the
purchase button on the final ‘Review and purchase’ page, along with a link to
change the traveler name, if necessary.The ‘Review and purchase’ page presented Miriam [redacted] as
the traveler and you agreed to book the ticket.  The booking could not have been consummated without your explicit
agreement to the fare rules.  Once the
airline confirms your reservation and a ticket has been issued, Orbitz confirms
the ticket number, traveler and itinerary details to our members in a ‘Travel
Document’ email, which is typically sent to you within 1 hour of you completing
the booking.Ms. [redacted], certainly mistakes can happen, particularly on
the Internet.  If a mistake is brought to
our attention within 24 hours of the booking, Orbitz may have the ability to
void the ticket sale.  In this case, the
sale has been reported to the airline and Orbitz cannot change the passenger
name.While I recognize your disappointment, Orbitz is unable
to comply with your request for a name change.  All airline tickets are non-transferable and once issued, airlines do
not allow passengers to change names on tickets.  As a travel agency, Orbitz is a distributor
of tickets for the airlines and is required to apply the rules and restrictions
of the airline carrier.Nevertheless, we do value you as a customer, and while we
cannot provide you with a refund for the ticket, as a gesture of sincerity for
your disappointing experience we would like to offer you a future travel
voucher in the amount of $427.20 to be used on your next Orbitz.com booking. Our
voucher is meant to emphasize our commitment to you, and we remain hopeful you
will continue using Orbitz for your travel planning needs.Here are the instructions for
the future travel voucher:When you make your next booking
on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us
at [email protected].  Please reference case number [redacted] and my letter offering the $427.20 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 December 7, 2016.Ms. [redacted], we wish our reply could be more
favorable.  Please be assured that Orbitz
values your business and we hope to have a future opportunity to restore your
confidence in our service and products.Sincerely,Shalon [redacted]Orbitz Customer RelationsChicago, IL

I made an reservation on Jan. 30 2015 for a airline ticket and cancelled it because I changed my mind not to travel at that time. When I cancelled the reservation they told me that the money will be back on my card in 5 business days which would have been Feb. 6th 2015. I checked my card yesterday Feb. 6th the money was not there. I called orbitz.com and they said that the money should be there by today Feb.7th a day I checked and the money is not there. I called orbitz.com and told them that the money was not there they told me to contact my bank to release the funds back to my card. The money was taken out from my card on Jan. 30th 2015. As of today the money is not there and I am not happy and will not use orbitz.com again............................ They do not have very good customer service..

May 30, 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 hotel reservation. We understand from Ms. [redacted] complaint she is requesting a refund of her hotel reservation.Our records indicate on March 10, 2016 the customer self-booked a package reservation for three travelers using Orbitz website. The customer purchased a three night hotel reservation at [redacted] Curacao Resort & Casino, checking in on May 7, 2016, and checking out on May 10, 2016. The customers round trip flights were operated by [redacted] Airways, departing from New York to Willemstad on May 7, 2016, and returning on May 10, 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. Based on the hotel cancelation policy agreed upon when booking the reservation, “The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded. Cancellations or changes made after check-in are subject to a hotel fee equal to 100% of the total amount paid for the reservation.”We are able to confirm that after booking the reservation a confirmation email was sent to the customers email address on file on March 10, 2016 at 2:12 pm. On May 10, 2016 the confirmation email was opened at 2:20 pm.Via the customers complaint Ms. [redacted] claims to have booked an all-inclusive hotel reservation. After further reviewing Orbitz.com we can verify that unfortunately we do now offer an all-inclusive option for the [redacted] Curacao Resort & Casino. We are unable to refund the customers hotel reservation for this package.We sincerely regret that we are unable to offer a more satisfactory response or resolution to Ms. [redacted] 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 her hotel purchase before our system asked her 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