Orbitz

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]

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]

August 18, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted]
Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments...

and concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a hotel reservation. We understand from the customers complaint she is unhappy about the price increase that took place while attempting to book.Our records indicate that on July 30, 2016 the customer self-booked a hotel reservation for two travelers using Orbitz website. The customer purchased a five night hotel reservation at Tidelands Caribbean Hotel and Suites, checking in on August 11, 2016, and checking out on August 16, 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. We utilize a live inventory system for our car reservations. The inventory is updated regularly as purchases are made and prices change. These updates are directly linked to the vendors availability. We regret if the customer felt the prices were not competitive. At this time we are unable to offer compensation to the customer due to the price increase.As prices will fluctuate, Orbitz offers our Best Price Guarantee promotion as a benefit to our customers. The benefit is that we will match the price if a lower price is found online. There are many terms and conditions with the Best Price Guarantee policy. Some of the terms are as follows:• The lower price must be found and submitted within 24 hours of purchase• The Best Price Guarantee claim must be submitted online• Not all travel items are eligible for the Best Price Guarantee• The lower price must be shown in a screen shot in United States currency• The items with the lower price must identical (i.e. same hotel, room type, check-in and check-out dates) The full terms and conditions of the Best Price Guarantee can be found at the link below.https://www.orbitz.com/p/info-other/guaranteesIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

November 21, 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 unhappy about the price increase experienced while attempting to book a reservation. 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. We utilize a live inventory system for our flight reservations. The inventory is updated regularly as purchases are made and prices change. These updates are directly linked to the vendors availability. We regret if the customer felt the prices were not competitive. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Orbitz is unable to alter the airlines rates to reflect the price that was first displayed to Ms. [redacted].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

The worst travel agency on the market. Do not use the Orbitz flights, Orbitz App, or anything related to them. The worst customer service that I have ever seen. After 2 hours, multiple contacts from a international phone call, which they don't have a free toll for a international number and don't even care about refund you about waiting on the phone and transfer you multiple times. The employee that have no idea how to resolve a problem, simply [redacted] my life doing a mistake, after apologizing and another long wait on the phone transferring me to someone that probably is an actual employee, they recharge my credit card and gave me a $30 dollars discount to use towards hotels in the future. Really?! I didn't event booked a hotel with them. Was a international flight with Orbitz.
At that point I just wanted my refund, that they keep insisting about charging a absurd fee for their mistake.
keep away from them!
Don't use Orbitz for promotions.
Don't use Orbitz for Flights
Don't use Orbitz for hotels
Don't use Orbitz for coupons
Now I am stuck on a foregingn country trying to buy another ticket from a different company.

Dear [redacted], The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you further. It is my...

understanding that you are upset about the amount you were charged for your package. I appreciate the opportunity to review your account and respond to your concerns. On behalf of Orbitz, I apologize for the disappointing experience and the inconvenience this caused you. After reviewing your account, I do see your reservation that is confirmed for February 21, 2016. Please know you were charged $2323.63 USD for this package. Any other charges you are seeing are actually soft charges or temporary authorizations. Please be assured these charges automatically drop off within 3-5 business days, depending on your bank. If you would like to have the charges removed sooner, please contact our 24/7 customer service department at [redacted] or 001-3[redacted] for English or 0[redacted] for Spanish, if calling from outside the US. Someone will be glad to contact your bank and request these charged be removed. Some banks will honor our request, and other banks will wait for the pending charge to just drop off. [redacted], we certainly regret any inconvenience this has caused. As a gesture of our sincerity, Orbitz has issued you a $75 USD future travel voucher to use on your next Orbitz.com prepaid 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. Please reference case number [redacted] and my letter offering the $75 voucher in your request. Orbitz will then issue a credit to the card used for the new booking. This offer is valid until January 29, 2017. [redacted], I hope this better explains why the additional charges are showing on your account. 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

I am extremely disappointed with Orbitz's customer service. On Saturday, I booked a hotel reservation in which it was my understanding that it was refundable. We purposely booked the more expensive, refundable option because my wife is waiting for approval from her boss for the vacation dates. When we received the confirmation, it said non-refundable and my credit card was charged for the entire booking. Immediately, I called Orbitz customer service and emailed them requesting to change my reservation to the refundable booking. After speaking with 4 customer service reps/managers and spending much of my day on the phone with them, the issue still isn't resolved and they refuse to reimburse me for the booking. I will never use or recommend Orbitz again.

Dear Dr. [redacted],   The Revdex.com has shared with us your correspondence regarding your recent experience with Orbitz. It is my understanding you are upset with the service you received when contacting Orbitz to use a credit from a canceled flight. I appreciate...

the opportunity to review your account and respond to your concerns.   On behalf of Orbitz, I would like to apologize for any frustration this has caused you. Our aim is to meet or exceed customer expectations, and I regret that in this case, we fell short of our goal.   Please know I have forwarded your complaint to the Director of our Customer Service Center for review.  Clearly, our representatives should have handled your inquiry more appropriately.  Our Director will address this issue with the agents to ensure better service in the future.   Dr. [redacted], when you have a credit from a canceled flight you must contact our Customer Service Department to use the credit as this cannot be done on via the Orbitz website. Please understand while we do regret your disappointment with the service you received, the credit from your canceled flight is a credit with [redacted] Airlines and not with Orbitz; therefore, we do have to follow the rules placed on the reservation by the airline. Unfortunately, as the original ticket was non-refundable, Orbitz is not in a position to provide a refund for the ticket; however, you do still have the credit from the canceled flight, which is valid until October 15, 2016, to use towards a new [redacted] Airline booking.   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 $200 future travel voucher to be used towards your next Orbitz.com 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 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 5709311 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 February 18, 2017. We appreciate your business and do hope you will use Orbitz in the future for your travel needs so we may restore your faith in our products and services. Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

Orbitz is bad. Horrible company. I made a hotel reservation and when the screen popped up to confirm the reservation I noticed the dates were incorrect. I immediately tried to fix the problem, but there is not a place on the site to edit the information. I called their customer service and they would not help me. So I ended up paying for a hotel that I could not use.

Complaint: [redacted]
I am rejecting this response because: it is ridiculous that putting a military service member our over 2,500.00 dollars is ok.  If anything why can't orbitz give a credit in exchange or a refund.  How is your response even good customer service.  I am very disappointed in orbitz and highly doubt I will be using your services again. 
Sincerely,
Juan [redacted]

I booked a trip for me and my husband from [redacted] angeles, ** 9th to [redacted] 19th. The reason we did is because they were the only one with a direct flight. A month past by and they changed our flight without giving us an option. So I called and explained the situation. The person on the phone said I can either change days to the 18th or the 20th. This was a fine option [redacted] I must discus with mu family so she also stated that I could call back.

I called back and the person that I spoke to said that I would have to pay for the change and I quote "I have no comment for you" I was shocked. I was so unhelpful. I was in customer service a while back and I would never say to a client I have no comment for you. That seems absurd. Not only was he not helpful but when I asked for a manager he made it clear of the contempt for me. I didn't even know this person and he was acting like I insulted him by even questioning the fact that I had a previous conversation with someone else at the company. The service to me was unacceptable and I will not use them again.

July 8, 2016Revdex.comComplaint Department – OrbitzDear 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.Upon further research, we are unable to locate an Orbitz.com account related to Ms. [redacted] complaint. We respectfully request that Ms. [redacted] provide us with an email address used to book the reservation and the itinerary number. The requested information will enable us to appropriately address the customers 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

Dear [redacted]l, The Revdex.com has shared your recent correspondence pertaining to the problems encountered on Delta flight 1090. On behalf of Orbitz, I apologize for any inconvenience this has caused, and appreciate the opportunity to review your account and...

respond to your concerns. Please know that we have verified that there were no schedule change notifications regarding this flight, and it was still showing in the airline systems available for travel.  We have reached out to Delta Airlines directly regarding the problems you encountered so that they could review.  [redacted]l, as soon as we have received a response, we will promptly update you; however, please allow up to 14 business days.  Thank you again for the opportunity to address your concerns, and we appreciate your patience. Sincerely, Charlotte [redacted] Orbitz Customer Relations

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 Ann Leung (Revdex.com case number [redacted]) regarding a hotel reservation. We understand from Ms. [redacted] complaint she is requesting a refund due to a recently submitted Best Price Guarantee claim.Our records indicate on November 15, 2016 the customer self-booked a hotel reservation for two travelers using Orbitz.com. The customer purchased a one night hotel reservation at [redacted] Kagoshima, checking in on January 15, 2017 and checking out on January 16, 2017.Starting on November 15, 2016 the customer submitted multiple BPG claims. After reviewing the claims we understand that some claims were denied due to the lower rate not be available at the time of validation. We apologize for any inconvenience this lapse in time may have caused. We would also like to apologize for the customer service issues experienced in trying to obtain a price match of the reservation. We would like the customer to know that every reservation is important to us and our main goal is to provide a smooth and pleasant experience to our members.After further review of the lowest price match submitted by the customer on October 16, 2016 we are able to validate the customers claim. As of November 29, 2016 Orbitz has submitted a refund of $3.06. We request the customer contact our customer service after travel is completed and refer to case number [redacted] to expedite the addition of 50 Orbucks to their account.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

November 8, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the...

comments and concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from the customers complaint they are unhappy about a submitted best price guarantee claim.Our records indicate on October 27, 2016 the customer self-booked a one-way flight for one passenger on Orbitz.com. The customers flights were operated by American Airlines, departing from Chicago, IL to Santa Fe, NM on November 13, 2016.On October 28, 2016 the customer submitted a Best Price Guarantee claim for the flight reservation. The same day the customers claim was denied. After further reviewing the customers Best Price Guarantee submission and the Best Price Guarantee terms and conditions. We have to deny the customers claims due to the customers screenshot not showing the same flight numbers nor showing the total price of the reservation including the full taxes and fees. Please review the Best Price Guarantee terms and conditions and link below:https://www.orbitz.com/p/info-other/guaranteesWe thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

I would never ever do business with Orbitz for lack of transparency and lack of senstivity towards customer. Your definition of transparency is very different from what a customer of today gets and expects from other businesses. You make things confusing, misleading and after damage is done to customer, you don't admit or are willing to take your side of responsibility. You keep important information, which can directly impact the amount a customer pays, stated on inconspicous corners of website which should be practically prominently visible to a client. It is no way close to be forthcoming and is a shady in my opinion.

Initial Business Response /* (1000, 5, 2014/12/17) */
Dear Mr.[redacted],
The Revdex.com has shared your recent correspondence pertaining to the shuttle service reserved. I appreciate the opportunity to review your account and respond to your concerns.
Please know that upon...

reviewing the ground transportation reserved, we do show that you were confirmed; however, this is not a private service. The shuttle does stop at other properties, which are listed during the booking process. Also, once your booking has been confirmed, you must contact Majestic directly to set your pickup times. Below are the instructions listed on your voucher.
Redemption Instructions
You must print this voucher and present it in order to redeem services. PLEASE CONTACT MAJESTIC TOURS AT LEAST 24 HOURS AFTER BOOKING TO RESERVE YOUR TRANSPORTATION Please call XXX-XXX-XXXX. Upon arrival in Nassau please proceed to the Majestic Tours desk in the arrivals area and present your voucher to the Majestic representative. Please reserve your return transfer at this time, as it must be booked at least 24 hours prior to your flight departure. Return transfers can also be booked in person between 8:30 AM-5 PM daily at one of the Majestic Tours service booths in Atlantis Coral Towers, Atlantic Beach Towers, Comfort Suites, Sheraton Grand Hotel, Holiday Inn SunSpree, Nassau Beach, Radisson Cable Beach, Wyndham Nassau, or British Colonial.
Mr.[redacted], if Majestic was not contacted as advised, they would not schedule your pickup. If they are contacted, they [redacted] be at the airport pickup location, but again, this is a shared shuttle. Due to any confusion, as a one-time gesture of goodwill, I [redacted] process a refund on the shuttle serve only. The refund in the amount of $120 [redacted] be processed back to the credit card used to confirm the booking. Please allow 3 to 5 business days for the refund to process.
Mr.[redacted], thank you again for the opportunity to respond to your concerns. We do appreciate your business, and hope that we have a future opportunity to serve you.
Sincerely,
[redacted]
Orbitz Customer Relations

December 8, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted]Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret to hear Mr[redacted] did not accept our response and/or resolution offered. Orbitz acknowledges that Mr[redacted] claims to have called in within 24 hours of purchasing his reservation. However, we are unable to validate any calls that were made into our customer service within 24 hours of his reservation. As no cancelations happened within 24 hours of booking we are unable to refund the customer [redacted] Airlines cancelation fees.As previously advised, Orbitz serves as a third party intermediary with travel providers such as airlines and we are subject to the rules and restrictions of those providers. Based on the tickets fare rules Mr[redacted] agreed to at the time of booking, the tickets were refundable with a cancelation fee of 1500 ZAR  and changeable with a change penalty fee of 500 ZAR per passenger that would be charged. To change the reservation the customer would be responsible for any difference in fare. 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,[redacted]Tier 3 Customer Service

Complaint: [redacted]
I am rejecting this response because:[redacted] from [redacted](your partner) got in touch with me two days ago regarding the refund. However, I have sent them repeated emails asking them about the status and I haven't heard from them ever since pertaining to my incident # [redacted]. Since I have a medical emergency in the family I paid off the RMS collection agency for time being and had requested [redacted] to see if they can refund that. I am unsure what I did pay for since I didnt use any of your services in the first place.Even after repeated emails to her @orbitz.com email address I havent heard back since past two days. It's quite painful to deal with either of you folks honestly even to get the refund. Will update this once I hear back from [redacted] from Orbitz (who is [redacted] customer care representative). 
Sincerely,
[redacted]

March 25, 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 Glenn [redacted] (Revdex.com case number [redacted]) regarding a his rewards activity. We understand from Mr. [redacted] complaint he is requesting additional Orbucks to be added to his account. On March 25, 2016, we contacted Mr. [redacted] to acknowledge receipt of the Revdex.com complaint but were but were unable to reach the consumer.
The customer self-booked a flight reservation on Orbitz.com. The flight reservation was operated by [redacted], with flights departing from Toronto to Houston, TX on April 10, 2016, and returning on May 31, 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 6.96 Orbucks. We understand that the customer was unable to utilize his Orbitz credit card to book the reservation.
We would like to apologize for the inconvenience Mr. [redacted] may have experienced, and for any lack of service he received while trying to resolve this issue. 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