Orbitz

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: 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]

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]

I commenced suit with cook county Illinois but have not received a docket number yet
I am willing to settle with the company in return for paying court fees ,the 150 owed to me plus my expenses
 
thank you for all your help

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: I know that you can refund our money back. This is the least you can do for the terrible customer service you provided. When I had contacted Air [redacted], they told me that only Orbitz could issue me a refund. This why I attempted several times to speak to a supervisor and repeatedly was hung up on. You guys should be ashamed of yourselves for treating customers this way. I will never use your service or any other services your company is involved in or owns. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Thank you for your response. It is clearly that the agent misunderstand what I said. Since the agent works in your company can't even tell two and three, as a nonnative English speaker like me, why should I have to take the responsibility? I will say its a discrimination.
You also said the price of tickets has changed. I called in to change my flight on 5 May, why should I pay the price for 7May?
Orbitz really needs to improve customer service.
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.
The issue has been resolved, thank you.
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]

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 for the time being. For the record,  the return ticket was not used due to mechanical failure, hence why I am requesting a refund. I will wait for a more sarisfactory answer as requested by Orbitz. 
Sincerely,
[redacted]

Dear Mr. [redacted],

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The Revdex.com has shared your recent correspondence pertaining to not receiving a refund as previously advised on Orbitz locators [redacted] and [redacted]. I appreciate the opportunity to review your account and respond to your concerns.

Please know that I have reviewed Orbitz locators [redacted] and [redacted].  Each booking was for the amount of $87.00 for each way, and a refund was processed on March 10, 2016 as previously advised.  The refund was processed to the [redacted] ending in [redacted], which was the card used at the time of the booking.  The two refunds in the amount of $87.00 each, are showing successfully processed, and should appear on your card within 3 to 5 business days.

Mr. [redacted], if you still feel that you have not yet received the refunds, you should contact your bank directly.  Thank you again for the opportunity to address your concerns.

Sincerely,

[redacted]
Orbitz Customer Relations
Tell us why here...

November 4, 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 they are unhappy about a submitted best price guarantee claim.Our records indicate on October 29, 2016 the customer self-booked a hotel reservation for two travelers using Orbitz.com. The customer purchased a one night hotel reservation at [redacted] Johnson Express Inn - [redacted] checking in on November 24, 2016 and checking out on November 25, 2016.Starting on October 29, 2016 the customer submitted multiple BPG claims. After reviewing the claims we understand that all 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 29, 2016 we are able to validate the customers claim. As of November 4, 2016 Orbitz has submitted a refund of $0.54. 50 Orbucks was also added to the customer’s account.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this initial response is satisfactory to me. The company has reached out to me for additional details and has indicated that they will further research the problem to see if they can provide a resolution. 
We will wait to see if this continues to be a problem for us. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/01/05) */
Dear Ms. [redacted]
The Revdex.com has shared your recent correspondence pertaining to the soft charges for the purchase attempts on airline tickets. I appreciate the opportunity to review your account and respond to your...

concern.
My understanding is that you attempted to book a flight on January 1st to travel on January 8th and return on January 12th. The fare amount was $707.00, but after you contacted your bank, they advised you that you had a $500.00 transaction limit per day. When you contacted Orbitz, you were advised that the funds should be returned within 5-7 business days. You attempted to book another flight on January 2nd, after midnight because of the $500.00 limit on transactions. You decided to book just the flight and save the hotel for later. When you attempted to make the second booking, you received a response stating that the flight was unavailable, as a result you were not able to complete the reservation.
After this, you checked your account and noticed that you had been debited another $279.20. When you contacted our Customer Service Center, the agent advised you that you would be able to contact the bank and give them a code to release the funds. When you contacted, the bank, however, they told you that this was not an option, and they had never heard of doing that.
On behalf of Orbitz, I apologize for the inconvenience. I have located an Orbitz account for you; however, the card number in the account only reflects activity from a trip in February 2013. Is the card number that you were using for these transactions a Visa card ending in [redacted] Please provide the bank contact information, as well as a number you can be reached at, and I will be happy to contact you and conference the bank in.
Ms. [redacted] thank you for contacting Orbitz. I look forward to hearing from you soon.
Sincerely,
[redacted]
Orbitz Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/01/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No, the credit card was ending in[redacted].
My phone number is XXXXXXXXXX...
My banks phone number is Wells Fargo: XXXXXXXXXXX
I was not able to book through orbitz. The rates have gone up too much through your service and was not able to find anything affordable through your services. After this incident.
Final Business Response /* (4000, 9, 2015/01/07) */
Dear Ms. [redacted]
Thank you for your response. Per our phone conversation, I have deposited $100.00 in Orbucks into your Orbitz account. These points may be redeemed for hotel bookings only, and the points are valid for use until January 7, 2016. I apologize again for the inconvenience caused by the delay in the release of your funds. I am glad the bank confirmed that the funds have been released.
Thank you for the opportunity to review this matter with you. Please be assured we value your business and look forward to serving you in the future with your travel planning needs.
Sincerely,
[redacted]
Orbitz Customer Relations

August 26, 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 he is requesting a refund of his flights.Our records indicate on July 27, 2016 the customer self-booked a flight reservation using Orbitz.com for three travelers. The flight reservation was operated by [redacted] Airlines, with flights from Phoenix, AZ to Chicago, IL departing on August 6, 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 a result, we strongly recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policies. The customer booked one roundtrip ticket with [redacted] Airlines who was the merchant of record, and the companies that charged the customer’s credit card. We hope you understand we have to abide by their rules and regulations.We can confirm Mr. [redacted] contacted us on July 27, 2016, the customer requested the Orbitz agent to cancel his [redacted] Airlines tickets. Based on the fare rules agreed to at the time of booking, [redacted] Airlines flights stated to take any action on the reservation, the customer had to contact them directly. As [redacted] Airlines tickets are non-cancellable and non-changeable we do not have access to the customers tickets. Due to this we advised the customer to contact [redacted] Airlines directly to make alterations to the tickets. As the tickets Mr. [redacted] purchased are non-refundable, we are unable to provide a refund of the reservation.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 30, 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 Ms. [redacted] did not accept our response and/or resolution offered.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 hotel reservations. This means our vendors have access to their products and are able to alter their information or pictures as they see fit.Furthermore when our customers act as their own travel agent and book travel ton their own we encourage them to carefully review the details of their reservation prior to confirming the booking. At this time as Ms. [redacted] was aware of the cancelation and change policies when canceling her reservation we are unable to offer additional compensation.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[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

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