Orbitz

Dear Mr. [redacted] The Revdex.com has shared with us your correspondence regarding your recent Orbitz experience. It is my understanding you had to cancel your vacation package to Rio De Janeiro due to your military orders changed and your leave was denied. You are...

requesting a refund for the entire reservation. I appreciate the opportunity to review your account and respond to you. On behalf of Orbitz, I would like to thank you for your service. As Orbitz is an online travel agency we do have to abide by the rules placed on a reservation by the airlines and other suppliers, i.e. hotel properties and car rental agencies. Please understand while we do everything possible to assist customers that have to cancel or change their reservations due to a change in military orders, if the airline and other suppliers advise us that a reservation cannot be refunded, Orbitz is not in a position to process a refund. Mr. [redacted] I have contacted TAM Airlines and advised them of why you had to cancel and that you had documentation you could provide advising of the change in orders; however, they advised as the reservation was non-refundable no refund would be authorized for any reason. Furthermore, the Novotel Rio de Janeiro Santos Dumont also advised that they would not allow a refund for your stay. Unfortunately, as the airline and the hotel will not allow a refund for the reservation, Orbitz is unable to provide you with a refund. We wish our response could be more favorable. We do appreciate your business and hope you will continue to use Orbitz in the future for your travel needs. Sincerely, Shalon [redacted] Orbitz Customer Relations Chicago, IL

Complaint: [redacted]
I am rejecting this response because:  This matter has not been resolved - certainly not on September 2, 2016.  As of today, I have still not received the refund/credit in my account and do not know what the bank reference number is that Orbitz refers to in its response.  If Orbitz believes this matter has been resolved, I need the company to provide written evidence that the refund has been fully processed, including the amount refunded, the date the refund hit my account/credit card and the bank account or credit card to which it was applied.  I was initially told that the refuned would appear on the credit card the reservation was made under, but as of today, my credit card statements still do not reference a refund for these tickets.  
Sincerely,
[redacted]

November 19, 2016
 
0in 0in 0pt">Revdex.com
Complaint Department - Orbitz
 
Re: 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 complaint #[redacted] regarding the service refund request. 
 
Our records show on October 19, 2016, Ms. [redacted] self-booked an Orbitz.com shuttle reservation via booking number [redacted] in the amount of $36.80. We understand from Ms. [redacted] complaint, the transport service was not provided by the vendor and is requesting a refund.
 
Upon researching the customer’s complaint, we can confirm on November 15, 2016, when Ms. [redacted] brought this matter to our attention via email correspondence, a refund in the amount of $36.80 was processed back to the original form of payment.
 
Orbitz’s goal is to provide an exceptional customer experience. We do regret any inconvenience she encountered in resolving this matter. As refund has been given to the customer and the issue has been resolved to Ms. [redacted] desired outcome, Orbitz considers this matter closed.
 
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,
 
Angel Anderson
Tier 3 Customer Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

April 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 the customers complaint they are unhappy about a submitted best price guarantee claim. On April 27, 2016, we contacted Mr. [redacted] to acknowledge receipt of the Revdex.com complaint but were but were unable to reach the consumer.Our records indicate on April 7, 2016 the customer self-booked a hotel reservation for two travelers using Orbitz.com. The customer purchased a one night hotel reservation at [redacted] Inn JFK Airport, checking in on August 22, 2016, and checking out on August 23, 2016.On April 7, 2016 the customer submitted a best price guarantee claim for his hotel reservation. As of April 15, 2016 this issue was resolved with the customer receiving an email stating “We've approved your request and initiated a refund in the amount of $8.22 to the original form of payment used during your purchase based on the total submission price of $200.79.” The customer will receive the addition of $50 Orbucks to his account 30-60 days after travel is completed.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 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]

Orbitz basically shows the price but does not close the deal, as marketing scheme, I did the booking for my wive and I did receive the confirmation and the air line told us the reservation was canceled without notifying me, I should have been told that the reservation was canceled and offered alternative.
Regards

July 7, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O-[redacted]Dear Revdex.com, Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the...

comments and concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from Ms. Fuller’s complaint she is requesting Orbitz to change her flight reservation.Our records reflect on April 21, 2016 the customer self-booked a round trip flight reservation using Orbitz.com for one traveler. The flight reservation was operated by [redacted] Airways, with flights departing on June 21, 2016 from Charleston, SC to Santo Domingo and returning to July 6, 2016. The customer also purchased an Orbitz Flight Protection: Comprehensive.This complaint was resolved as of June 19, 2016. When the customer called Orbitz customer service to receive assistance with changing his flight reservation to be departing on June 20, 2016. During the call our corporate agent processed the change for Ms. [redacted] with no additional costs. We were also able to verify that Ms. [redacted] was able to fully utilize her reissued ticket.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 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

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]

Dear Ms. [redacted] The
Revdex.com has shared your recent correspondence with Orbitz so
that we may assist you further. I am unable to locate your account with the
email address used to forward your correspondence. If you would please forward
me the Orbitz record locator and...

email address associated with the account, I
will be happy to review. Thank
you,  Luisa [redacted]Orbitz
Customer RelationsChicago,
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,
[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.