Orbitz

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]

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...

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

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.

Initial Business Response /* (1000, 5, 2014/07/24) */
Mrs. [redacted]
Thank you for contacting Orbitz via the Revdex.com. We appreciate the opportunity to review and respond to your concern.
From our records, I understand that you submitted a claim for Orbitz Air Best...

Price Guarantee (BPG) on July 23, 3014, for a booking confirmed July 21, 2014; the claim was denied. You're dissatisfied because the deadline for Air BPG claim submission is Midnight Central Time; the same day as booked. You're requesting refund of the fare difference.
Mrs [redacted] while I understand your disappointment, the terms and conditions of our program are extremely public, clearly stated, and inviolable. The goal was to offer a program that is consistently administered and easy for customers to understand. For your records, I've provided link to the Best Price Guarantee info, available online at all times.
http://www.orbitz.com/mktg/best-price-guarantee/
According to our BPG rules, claims must be received by midnight Central time, the same date as the booking was made. Therefore, your claim needed to be received by midnight Central Time July 21, 2014. Regrettably, our program terms do not provide any exception.
Please understand, prices are dynamic and our suppliers are independent. Airlines/Carriers retain full control of inventory, sales, fares, and availability, at all times. In addition, Orbitz does not collect the funds paid for airfare - this billing info can be verified via your credit card statement.
Orbitz Best Price Guarantee Program is offered as an added benefit, a gesture of goodwill, exclusive to Orbitz customers. We have a responsibility to govern the program in accordance with the stated Program rules; which include terms/conditions for reservation qualification, claim submission, and reward. We regret any disappointment.
Mrs[redacted] I wish our response could be more favorable. Unfortunately Orbitz must deny your request for refund for Best Price Guarantee (BPG). Please do let me know if you have further questions regarding Orbitz.com. Thank you for sharing your concern. Orbitz values your business and we sincerely hope for future opportunity to serve your travel needs.
Kind Regards,
[redacted]
Orbitz Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (3000, 7, 2014/07/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My response was emailed in the 22nd. Funny how the next day after I book the flight goes down that much. And your only given till midnight to file a claim. It's called the bait and switch you hike up the price till someone books, then lower once they do. And don't blame the airline either. Read your reviews in yelp, you guys are horrible to the customer and do not care. Consumers need to know you are scammers. And I won't stop until I get to [redacted] myself to tell him what horrible employees he has. Like I said since nothing is being done comsumers will know not to use your company. And hopefully you will be out of business very soon.
Final Business Response /* (4000, 9, 2014/07/29) */
Mrs. [redacted]
We regret your continued dissatisfaction. However the terms of Orbitz Best Price Guarantee are clearly stated, public, and inviolable. We make no exceptions regardless of the time the booking is made - the cutoff time for any claim submission remains the same. Further, we administer the program consistently regardless of time zone of customer, cost of fare difference (above minimum), airline carrier, etc. Unfortunately, only qualified reservations and qualifying submissions are able to be considered. In this case we are simply not able to honor your request -as we will not violate the terms and conditions, as publicly available and adhered for all customers.
Thank you for sharing your concern. We sincerely regret that our response could not be more favorable.
[redacted]
Orbitz Customer Relations
Chicago, IL

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,
Verna **

I booked 2 rooms on the orbitz.com site, only to find out from another website, that the hotel does not accomadate children. It was not mentioned anywhere on the Orbitz.com site. I called customer service to get a refund, the agent told me the hotel agent hung up on him, so he wasnt able to verify the policy. After over an hour and speaking with a supervisor, they still would not refund the cost of the rooms. Now I am unable to take my family on vacation.

Initial Business Response /* (1000, 5, 2014/07/31) */
Dear Ms[redacted]
Thank you for contacting Orbitz via the Revdex.com. On behalf of Orbitz, I sincerely apologize for this disappointing experience.
It is my understanding that when you arrived at[redacted] Hotel, the...

hotel was oversold, and you were left without lodging.
Please know that hotels, just like the airlines, do overbook and on occasion will exceed overbooking ratios. This process is solely controlled by the individual hotels and or their representative companies. When these situations occur, the hotel is responsible for finding accommodations for the guests they have inconvenienced.
Although we understand this does not excuse your experience, Orbitz fully holds the hotel responsible.
The room that was purchased from Orbitz has been refunded back to your Visa Card ending in [redacted] today July 30th. Please allow 3-5 business days for this refund of $142.92 to post to your account.
Please know Orbitz was only notified of a problem on the afternoon of check-in. Unfortunately, we were unable to contact you prior to the hotel contacting Orbitz, to advise you were at the hotel, and a refund was requested.
Ms. [redacted], we certainly regret this unfortunate experience, and as a gesture of our sincerity, Orbitz would like to offer you a $75 USD future travel voucher on your next Orbitz.com prepaid hotel or package booking. Our future travel voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needs.
Here are the instructions for the future travel voucher:
When you make your next prepaid hotel or package booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [redacted]@Orbitz.com. Please reference case number XXXXXXX and my letter offering the $75 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 July 31, 2015.
Ms. [redacted], we appreciate your business, and we hope you will provide us with a future opportunity to fully restore your confidence in our products and services.
Sincerely,
[redacted]
Orbitz Customer Relations

Initial Business Response /* (1000, 5, 2014/07/29) */
Dear Ms. [redacted]
Thank you for contacting Orbitz via the Revdex.com. On behalf of Orbitz, I sincerely apologize for this disappointing experience.
It is my understanding you processed your package booking on July...

24th, with the understanding that it could be canceled without charge on July 25th by 11:00PM ET.
In reviewing your online logs, I do see that the first search was for a flight only booking, which did display the logo cancel tomorrow by 11:00pm ET (Jul25th). However, upon selecting to add a hotel, making it a package booking the cancel by 11:00pm ET was no longer offered.
On the "Checkout page," we provided the trip policy that advised of the below.
Trip Policies
Payment
Your credit card will be charged the Orbitz package price indicated at the time of booking. You may see separate charges on your credit card statement - one from Orbitz and one from the supplier you selected.
Cancellation
Cancellations of your Orbitz Package will incur a cancellation fee. The amount of the fee will depend on when you cancel. You may only cancel your entire Orbitz Package and not any individual component. See our booking terms and conditions for more details or call our Customer Service Team at X-XXX-XXX-XXXX.
Change
Changes to your Orbitz Package after the time of booking will incur both change fees and any additional amount attributable to any increase in price of your Orbitz Package that result from the changes. Changes are subject to availability and to restrictions and limitations imposed by airlines, hotels, and other travel providers. Some airline tickets cannot be changed. See our booking terms and conditions for more details or call our Customer Service Team at X-XXX-XXX-XXXX.
Ms. [redacted], we advised of the cancel policy, and provided a phone number to contact Orbitz for assistance.
With regard to the complimentary tickets, this is a special offer from the hotel and upon confirmation; you should have received an e-mail from the hotel with a link to reserve the tickets. You can reserve the tickets within 72hrs of booking, or no later than September 28, 2014. Please see the information provided at the time of booking and is located in your Orbitz account.

Receive 2 Comp Tickets to Vegas Best Entertainment
Book before 9/25/14 Valid for travel between 11/9/14 - 4/10/15
Blackout dates: 3/19/15, 3/20/15, 2/14/15, 2/15/15, 1/5/15, 1/6/15, 1/7/15, 1/8/15, 12/30/14
Terms and Conditions: Offer is not valid on existing reservations and may not be combined with any other offer. Offer valid for arrivals November 9, 2014 through and including April 9, 2015. Reservation must be booked for a minimum of 3 nights. Subject to availability and black-out days may apply. Limit 2 tickets per reservation, based on double occupancy (only 1 ticket maximum if only 1 person is booked in a room), and both tickets must be used for the same show and show time. Tickets must be reserved within 72 hours of booking your room and no later than September 28, 2014. This offer does not accumulate if unused. Some restrictions may apply. Tickets are not available for all price categories at all performances. Limited seating is available for select performances. Seating availability and location is determined automatically on a first-come-first-serve basis. This offer is non-transferable and has no cash value.
Ms. [redacted], please check your e-mail in box for the hotel e-mail with the link to reserve your tickets. If you do not find the hotel e-mail, please check your "Junk and Spam" folders, as your Internet provider may have redirected the email to one of these folders.
Please know that you may also contact the hotel show reservations department to reserve your tickets at XXX-XXX-XXXX.
Ms. [redacted], I am sorry for any misunderstanding at the time of booking; however, please know that Orbitz is unable to refund hotel complimentary tickets.
We appreciate your business, and we hope you will provide us with a future opportunity to serve you with your travel planning needs.
Sincerely,
[redacted]
Orbitz Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2014/07/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received and read Orbitz response to my complaint. I now see that the package deal with flight and hotel does make the difference. I will just say that it is very confusing and not made obvious in any way which I feel is sort of like a bait and switch but I will be much more alert to any change if I ever book with a discount site again. Concerning the 2 comp tickets to Vegas Best Entertainment, I looked through my emails, my junk and my trash folders AGAIN and there is nothing there from the hotel, period, much less a link to the Vegas Best Entertainment site to get my "comp" tickets. I just read my information I received from Orbitz on it again, and it clearly does not give any link or any phone number or anyvway to make the reservation for the 2 comp tickets to vegas best entertainment. I just called the Mandalay Bay phone number you gave and talked to Mark in reservations, with MGM international. He stated that this is a common problem with Orbitz and he stated that the comp ticket deal is a promotion through Orbitz and not the hotel. He said the hotel knows nothing of the reservation until approx. 1 week before we, the hotel guest booked through Orbitz, would arrive for our stay. He also said that Mandalay Bay has this problem frequently with Orbitz and that Orbitz is solely responsible for sending the link to Vegas Best Entertainmet to me so that I can book the "comp" tickets myself. He said that if I were to book the tickets through the hotel, I would be charged a $10 fee per ticket. I asked him to clarify this with me and he explained it several times this same way, insisting that this promotion is through Orbitz, Not the hotel. Mark with MGM International said that I should contact Orbitz and demand that Orbitz refund me the cost of the tickets.
Final Business Response /* (4000, 9, 2014/08/01) */
Dear Ms. [redacted]
Thank you for your response. I am sorry for your continued disappointment, and for any miscommunication received from the hotel reservation agent.
Please know that the special offer is offered by the hotel and not Orbitz.
The hotel sends the e-mail with the link to confirm the show tickets. Unfortunately, occasional technical issues our inevitable in the e-commerce industry. I regret that you did not receive the hotel e-mail.
In reviewing your account, I find that Orbitz sent a response to your e-mail inquiry on July 31st, after contacting the hotel for their link and confirmation number to choose your show, which we then provided to you.
"For your 2 complimentary tickets to Vegas Best Entertainment, it is necessary to type the address below mgmresorts.com/tw/internal.aspx in your browser, enter your hotel confirmation number XXXXXXXXXX, and choose the show that you would prefer".
Through further review, I find that we offered you a $50 future travel voucher as a gesture of goodwill, please see our offer below.
As a gesture of our sincerity, Orbitz would like to offer you a $50 USD future travel voucher on your next prepaid Orbitz.com hotel or vacation package booking. Our voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needs.
Here are the instructions for the future travel voucher:
When you make your next prepaid hotel or package booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [redacted]@Orbitz.com. Please reference case number XXXXXXX and my letter offering the$200 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 1, 2015.
Ms. [redacted], while we certainly regret your dissatisfaction, however, Orbitz is unable to refund the show tickets offered by the hotel.
We hope you will accept our voucher offer in the spirit it is intended. Orbitz is unable to further compensate in this matter.
Sincerely,
[redacted]
Orbitz Customer Relations

Initial Business Response /* (1000, 5, 2014/04/09) */
Dear Ms. [redacted]
The Revdex.com has shared your recent correspondence pertaining to the Best Price Guarantee claim. I appreciate the opportunity to review your account and respond to your concerns.
From your complaint, you...

booked a ticket on April 6, 2014 for travel on May 27, 2014. After the booking, you found lower fares for the same route, and you believe that the Best Price Guarantee policy should be, in effect. This, however, was not the case. Furthermore; your perception of Orbitz has become discontented due to the service you have received.
Ms. [redacted] I do understand your concern; travel can be a hectic experience, and Orbitz does try to meet the expectations of our customers with reliable information along with retailers.
Over several years, Orbitz was pleased to provide thousands of customers with refunds under our Price Assurance program for both hotels and for airline tickets. We very much appreciate that Price Assurance rewards have endeared to us many customers over this time.
The Member rewards program was created on March 7, 2013. The customers were selected at random for this program. Benefits of the current program are; no blackout dates - customer can utilize earned Orbucks are available to use immediately; Orbucks earned through Orbitz Rewards do not expire; they can be combined with other discounts like Orbitz promo code, special offers, and Price Assurance.
Recently, Orbitz has combined the remaining programs; Price Assurance, Low Fare Promise and Low Price Guarantee. The effective date was October 17, 2013. The re-branded program is known as Best Price Guarantee.
According to the terms and conditions of the policy, the price difference must include a screen shot and or reference to valid the price difference, and you must submit a claim by 11:59pm CT on the same day you booked your flight(s) on Orbitz. This is the stipulation required for flight bookings.
We do regret you consider this particular point of Price Assurance to be "fine print" but we do feel we make it very clear in our marketing and advertising of the stipulation regarding the timeframe.
Upon review of the timeframe, the ticket was booked at 12:53 am CT on April 6, 2014 so you had until 11:59 pm CT on April 6, 2014 to submit the claim. According to the submission email, this was submitted on April 6, 2014 at 1:02 am CT; Orbitz was in error regarding the submission timeframe.
I have forwarded your complaint to the training department for coaching and training. Our procedure was not followed, with no fault of yours, and your actions were justifiably correct.
I certainly do apologize, as we understand time is of great value.
Orbitz has credited the account with the Member Rewards points in the amount of $43.98. You will receive an additional $100 points upon completion of the trip per the terms and conditions of the policy.
If you have any additional concerns, please contact me, and I will investigate the matter further.
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

June 13, 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] T [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from Ms. [redacted] complaint she is unhappy with the changes that were made to her flight reservation.Our records indicate that on March 6, 2016 the customer self-booked two one-way flight reservations using Orbitz.com. The departure flight reservation was operated by [redacted] Airlines, with flights from Richmond, VA to Fort Lauderdale, FL departing on July 9, 2016. The customers return flight was operated by [redacted] Airways, with flights from Fort Lauderdale, FL to Richmond, VA departing on July 16, 2016.From time to time and for a variety of reasons, airlines issue schedule changes.  We understand that these changes can be inconvenient, time consuming and not customer friendly. However, 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. [redacted] Airlines was the operating carrier and merchant of record for the customers departure flights (the entity that received the funds and the company that charged the credit card) on this itinerary. Orbitz has no control over when, or how often, airline initiated schedule changes occur. Orbitz cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies.Only the airline can make changes to customer’s flights. These changes are not related to the type of ticket that you bought or the company that you bought from. Airlines rarely tell travel agencies why they make a change. Schedule changes are often due to routing adjustments, severe weather, or staffing or maintenance issues.On August 17, 2015, [redacted] Airlines notified Orbitz they had customers departure flight times. Subsequently, an email was made to made to Ms. [redacted] advising that [redacted] Airlines made a significant change to the return flight. As the change was related to an airline schedule change, Orbitz is unable to honor the customer’s request for any further compensation.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

August 22, 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 due to locating a lower price within 24 hours of booking her reservation.Our records reflect on August 5, 2016 the customer self-booked round trip flight for four passengers on Orbitz.com. The customers flights were operated by [redacted] Airlines, departing from Buffalo, NY to San Jose on April 9, 2016 and returning on April 17, 2016. This flight reservation totaled $2,279.80.Upon further research, we respectfully request that the customer provide us with screenshots of the correspondence between her and our Best Price Guarantee claim team. The requested information will enable us to appropriately address Ms. [redacted] concerns.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

November 30, 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 unhappy about a current flight reservation.Our records indicate on November 6, 2016 the customer self-booked a round trip flight reservation using Orbitz.com for three travelers. The flight reservation was operated by [redacted] Airlines, with flights departing on December 9, 2016 from New York, NY to Chicago, IL and returning to December 11, 2016.After reviewing a screen-by-screen record of Ms. [redacted] booking made on November 6, 2016 we have confirmed that there was site error changing the time of the customers flights. Prior to inputting the credit card details on the review your trip page Ms. [redacted] flights were displayed. Furthermore we are able to verify that a confirmation email was sent to the email address on file at 8:20 am on November 6, 2016. This email was not reviewed until November 18, 2016 at 4:40pm.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 her 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

Complaint: [redacted]
I am rejecting this response because:
There were two important facts that were not accurately stated in the response. 
1) On June 25 after receiving booking confirmation from Orbitz, I received a call from a lady who directly asked for credit card information. The lady failed to prove her identity as Orbitz agent so I told her I would call back. I did call back immediately and called again the day after within 24 hours of booking. Both agents confirmed the ticket was successfully booked. Then after about one week, I received an email saying the ticket was canceled without a reason. It was totally unexpected. So I had to call Orbitz again and understand why.
2) I did not decline the offer from Orbitz. instead, the offer was made by one agent and backed out by another one. The story was, after I received the cancellation, I called Orbitz. One Orbitz agent offered me an alternative ticket with one stop. She told me the original non-stop ticket I bought has a price increase and it's beyond her authority to cover the price difference. To have someone with higher authority review the case, I had to escalate the claim. When I talked to the manager, he backed out the one-stop flight offer and refused to work on any solution.  
Thank you for your time.
Sincerely,
[redacted]

May 19, 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 flight reservation. We understand from Mr. [redacted] complaint he is requesting a full refund of his flight reservation. On May 19, 2016, we contacted Mr. [redacted] to acknowledge receipt of the Revdex.com complaint.Our records indicate on March 30, 2016 the customer self-booked a package reservation for three travelers using Orbitz website. The customer purchased three rooms for a two night stay at [redacted] Inn [redacted] Sky Harbor Airport, checking in on May 1, 2016, and checking out on May 3, 2016. The customers round trip flights were operated by [redacted] Airlines, departing from Asheville, NC to [redacted], AZ on May 1, 2016, and returning on May 3, 2016.We are able to confirm that this issue was resolved as up May 2, 2016 when the customer called Orbitz to receive assistance refunding his unutilized tickets. At that time the agent refunded the customers tickets in full totaling $1,249.23. 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

Complaint: [redacted]
I am rejecting this response because: I have worked in the travel industry and understand how the fares work.  In addition, no other airline was even close in offering that fare, only on Orbitz was that fare offered and it was $200.00 cheaper than any one else, with the exact same date, time and airline.  I have print out of your fares for $274.20 and was even quoted that fare by a representative.  This fare was also offered for at least 2 days.  This is clearly bait and switch. I have had several other people voice their concerns with Orbitz as well.  This must be corrected because I don't want others to go through the disappointment, frustration, anger and time wasted which eventually turns into NEVER booking on Orbtiz again.  
Sincerely,
[redacted]

Dear Ms. [redacted],
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The Revdex.com has shared your recent correspondence pertaining to the problems you encountered on your arrival at the [redacted] Ogden.  On behalf of Orbitz, I apologize for this disappointing experience, and I appreciate the opportunity to review your account and respond to your concerns.
Our records indicate on February 16, 2016, accommodations were reserved at the Comforts [redacted] Ogden from February 26, 2016, to February 28, 2016 via our website.
Upon receipt of your correspondence, we have verified on February 26, 2016, you contacted Orbitz upon arrival at the hotel, as you were advised the hotel was unable to fulfill your reservation.
We apologize for any inconvenience has caused. At this time, we are requesting that you provide a copy of your credit card statement or receipt reflecting the additional charges incurred by the hotel. You may submit the information through the complaint submission on the Revdex.com website. This information will enable us to appropriately address the situation and upon receipt.
We thank you for allowing us the opportunity to address the issues, brought to our attention. We look forward to hearing from you.
              
Sincerely,
[redacted]
Orbitz Customer Relations

Tell us why here...

Initial Business Response /* (1000, 5, 2014/05/07) */
Dear Ms.[redacted]
The Revdex.com has shared your recent correspondence pertaining the airlines imposed change fee and difference in fare to change your airline reservation. I appreciate the opportunity to review your...

account and respond to your concerns.
At Orbitz, we do understand the importance of displaying all of our suppliers rules and restrictions. During the booking process, the airlines fare rules are given and must be agreed to prior to confirming your booking. Airlines charge anywhere from $75 to $400 in penalty fees, plus and difference in fare if a change is made to a non-refundable ticket.
Ms.[redacted] I have reviewed your booking, and Frontier Airlines does charge a $125 penalty fee to process a change to your ticket, plus any difference in fare. We certainly apologize for your disappointment, but we do show that the airline fare rules were advised during your booking process and prior to processing your change. Please know that as a travel agency, Orbitz is required to charge all airline imposed penalty fees.
Ms.[redacted] thank you for the opportunity to address your concerns. We do appreciate your business, and hope that we have a future opportunity to serve you.
Sincerely,
[redacted]
Orbitz Customer Relations

April 27, 2016
Revdex.com
Orbitz.com
Complaint Department
 
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 a refund and compensation due to difficulties encountered with their flight reservations.
Our records indicate that on April 7, 2016, you booked flight reservations – itinerary [redacted] – using the self-service tool on the Orbitz website. Travel was on Air [redacted], departing July 7, 2016, from [redacted], Germany to Jacksonville, Florida, and returning July 23, 2016, for one passenger. Orbitz flight protection was booked in conjunction with the flight reservations. We understand that you are requesting compensation for difficulties encountered with changing the dates of your flight reservations.
Upon further research we were able to confirm that on April 15, 2016, you contacted Orbitz to change the dates of your flight reservations to the new travel dates of June 8, 2016, departing [redacted], Germany, to Jacksonville, Florida, and returning July 23, 2016. On April 20, 2016, new tickets were issued, and a $137.00 airline imposed change penalty was charged per the airline’s rules and regulations which you agreed to at the time you made your initial reservations on April 7, 2016.
As a goodwill gesture, on April 26, 2016, Orbitz processed a refund for the airline imposed change penalty of $137.00 as a one-time courtesy. The amount of time it takes to receive a refund depends on the length of time it takes your credit card company to process refunds, generally within 3-7 business days.
Regarding the request for a full refund, the type of flight reservation you booked is non-transferable and non-refundable. 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. Air [redacted] was the operating carrier and merchant of record (the entity that received your funds and the company that charged your credit card). The change fees and increases in airfare are set and collected by the airline. We hope you understand we must abide by the terms and conditions set forth by travel providers such as Air [redacted].
 
When finalizing a reservation on Orbitz, you agreed to our Terms of Use, which expressly provide as follows:
 

SUPPLIER RULES AND RESTRICTIONS
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
You understand that any violation of any such supplier's rules and restrictions may result in cancellation of your reservation(s), in your being denied access to the applicable travel product or services, in your forfeiting any monies paid for such reservation(s), and/or in our debiting your account for any costs we incur as a result of such violation.
Given the above, we are unable to offer the customer any additional compensation. As for the insurance that you purchased, Orbitz does not administer nor outline the coverage of the insurance policy, and we cannot dictate the definitions of a covered service. [redacted] Travel is our administrator for assistance and can be reached by calling 1-[redacted].
We hope that with the information provided, we have addressed all of your concerns and look forward to assisting you further with your future travel needs. We thank you for allowing us the opportunity to address the issues that were 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. Thank you to the Revdex.com for intervening. I do not believe Orbitz would have resolved the matter without my complaint to the Revdex.com. 
Sincerely,
[redacted]