Orbitz

Dear Ms. [redacted]
Thank you for your follow-up response, and I appreciate the opportunity to address your continued concerns.
At Orbitz, we understand the importance of making all of our suppliers’ rules and restrictions available for our customers’ to review, so that an informed decision can be made.  Prior to confirming your reservation, it must be agreed to that the supplier rules and restrictions have been read and agreed too.
Ms. [redacted] we certainly regret your continued disappointment in our services, but we show that we did properly display the fare rules for your review prior to confirming the booking.  Please understand that you were charged by the airline directly, and Orbitz does not hold the funds for the ticket reserved.  As a travel agency, Orbitz is required to follow all airline imposed fare rules.
Ms. [redacted] we wish that our reply could be more favorable.  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...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11150447, and find that this resolution is satisfactory to me.
Dear Jeanna, 
 
Thank you for your assistance. Please provide me a phone number where I shall call Air France.
Sincerely,
Sharon [redacted]

Complaint: 11009806
I am rejecting this response because: the Orbitz discriminated against my religion on the phone and refused to issue a credit. If it that important for Orbitz to save 45$ but to loose its reputation. 
Sincerely,
Elina Shironina.

May 26, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O-[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.As previously advised, Orbitz acknowledged the complication and frustration that occurred when the customer initially attempted to change her tickets. Due to the errors Orbitz purchased Ms. [redacted] a new one way ticket. Per our previous conversation on May 23, 2016, Ms. [redacted] agreed to sustain the initial charge to change the reservation therefore that charge has remained. Since the original quoted fare increased after Ms. [redacted] agreed to the initial price, Orbitz payed for the increase in fare. We are unable to refund All [redacted] Airways’ change fee sustained for changing the reservation. Due to the inconvenience Ms. [redacted] experienced, and for any lack of service he received while trying to resolve this issue Orbitz has placed a $100 Orbitz Travel Coupon into the customers permanent account.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

Initial Business Response /* (1000, 5, 2014/04/21) */
Ms.[redacted]
The Revdex.com has shared your recent correspondence pertaining to the rate increase of your package during the booking process. I appreciate the opportunity to review your account and respond to your...

concerns.
Airfares and availability change throughout the day, based on demand for the flight and the airlines' right to change them at any time. Unfortunately, fares can change very rapidly as the carriers continually adjust their flight loads, especially during peak travel times. Orbitz monitors these changes closely and makes every effort to keep our fare displays as current as possible.
Ms. [redacted], if a fare is no longer available, you will either receive a message advising you to make another search, or you will be given the next available rate until your flight choices have been updated. Please understand that airline fares are controlled by the airline, and charged to you by the airline directly. Once a fare is no longer available, Orbitz is not able to restore a fare. If you would like to forward me a copy of the flights in question, I can request that they be updated.
Nevertheless, as a gesture of our sincerity, Orbitz would like to offer you a $100 USD future travel voucher on your next prepaid Orbitz.com airline, 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 booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [email protected]. Please reference case number [redacted] and my letter offering the $100 voucher in your request. Orbitz will then issue a credit to the card used for the new booking. This offer is valid April 21, 2015.
Mr. [redacted], thank you again 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
Initial Consumer Rebuttal /* (2000, 7, 2014/04/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I want to thank both the Revdex.com and Orbitz for such timely response. I understand airline's change prices or run out of seats but it is Orbitz job to keep up and make sure they are providing accurate information. I tried every day last week and kept getting the same initial offer but at checkout was $1000 more. I will accept their $100 voucher for a future flight.
Final Consumer Response /* (450, 8, 2014/04/21) */
The consumer indicated ONLINE that the business responded to this complaint to his/her satisfaction. He/she also stated:

May 23, 2016
"Arial","sans-serif";">Revdex.com
Complaint Department – Orbitz.com
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 car rental reservations. We understand the customer is requesting a refund of $80.00 for the Orbitz car collision damage protection.
Our records indicate that on May 1, 2016, the customer booked car reservations – itinerary [redacted] – using the self-service tool on the mobile site. Car rental was provided by [redacted] for an economy size car, picking up May 1, 2016, in San Diego, California for seven nights. The customer booked the Orbitz car collision damage insurance in conjunction with the rental car reservations.
Upon further research, we were able to confirm May 2, 2016, the customer contacted Orbitz stating they were charged for car insurance directly by [redacted]. On May 5, 2016, the amount of $80.00 was refunded back to the customer’s original form of payment.
The amount of time it takes for Ms. [redacted] to receive a refund depends upon how quickly her credit card processes refunds.
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

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]

January 05, 2017 Revdex.com Orbitz – Alaska, Oregon & Western Washington Complaint Department 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 a refund request for a flight reservation. Our records show on December 17, 2016, Mr. [redacted] self-booked an Orbitz.com airline reservation via booking number [redacted], with a trip start date of February 09th, 2017. We understand from Mr. [redacted]’s complaint, he was advised the reservation was not completed successfully and a new one had to be made. Mr. [redacted] was advised that the difference in fare for the new reservation would be refunded. Mr. [redacted] is requesting a refund of $238.98 for the difference between the new and old ticket he was advised to purchase and two booking fees of $6.99USD. We have processed a full refund of $238.98USD. This has been documented on the customer’s Orbitz account. Orbitz’s goal is to provide an exceptional customer experience. We do regret any inconvenience Mr. [redacted] has encountered in resolving this matter. As a refund has been given to and the issue has been resolved to Mr. [redacted]’s 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, [redacted] Tier 3 Customer Service

Dear Ms. [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 make a change to your reservation. I appreciate the opportunity to
respond to you.
 
On behalf of Orbitz, I apologize for any frustration this
has caused you.
 
Please know I was unable to find the reservation with the
information with your email address or phone number. Can you please provide me with the
Orbitz booking number, or email address used at the time of booking, so I can
review?
 
I look forward to hearing back from you.
 
Sincerely,
[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,
[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 10953871, and find that this resolution is satisfactory to me.
Sincerely,
Miriam [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.  I appreciate the response and resolution and hope that the company will further train and empower its customer service representatives to resolve these issues quickly.
Sincerely,
[redacted]

December 21, 2016
 
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 best price guarantee refund request. 
 
Our records show on November 12, 2016, Mr. [redacted] self-booked an Orbitz.com hotel reservation via booking number [redacted] in the amount of $122.77 with a check-in date of January 10, 2017. We understand from the customer’s complaint, she found a lower price and a best price guarantee application was submitted. Mr. also stated Orbitz is not complying with the best price guarantee rules and is requesting a refund of the price difference and the $50 Orbucks to be placed on his account.
 
Upon researching Mr. [redacted] complaint we can confirm on November 24, 2016 a Best Price Guarantee was denied due to Orbitz’s representative inability to verify the lower price submitted by the customer. As per the Hotel Price Guarantee terms and conditions, lower price needs to be verified live by one of our representatives and lower price itinerary must much apples-to-apples, meaning hotel, room type, discounts and cancelation policy have to be identical.
 
Orbitz hotel price guarantee’s terms and condition on our website also state, in order for a refund of the difference for an approved claim to be paid, travel must be completed and if customer qualifies for the $50.00 Orbucks credit, it would be provided within 3 to 4 week after travel is complete. Mr. [redacted] itinerary travel dates are not until January 10, 2017.
 
The Hotel Price Guarantee terms and conditions also state, a customer can submit a hotel price guarantee claim at least 2 days prior to the check-in date. Based on the information provided above, we are unable to honor Mr. [redacted] refund request.
 
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]
Corporate Customer Service

July 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 Mark [redacted] (Revdex.com case number [redacted]) regarding a canceled reservation. We understand from Mr. [redacted] complaint he is requesting a refund for two canceled itineraries.Our records indicate on March 21, 2016 the customer self-booked a three night hotel reservation under itinerary [redacted] The reservation was at Riu Palace Cabo San Lucas All Inclusive, checking in on June 24, 2016, and checking out on June 27, 2016. This hotel reservation amounted to $730.80.On March 21, 2016 the customer utilized our online self-service tools to cancel his hotel reservation. Per the hotels cancellation and change policy, “Cancellations or changes made after 11:59 PM local hotel time, Tuesday, June 21, 2016 are subject to a hotel fee equal to 1 night(s) plus taxes and fees.” Due to the customer canceling the reservation prior to June 21, 2016 a full refund was automatically generated to Mr. [redacted] original form of payment.Our records reflect on March 27, 2016 the customer called self-booked a package reservation for one traveler under itinerary [redacted] The customer purchased a three night hotel reservation at Hotel [redacted], checking in on June 24, 2016, and checking out on June 27, 2016. The customers flights were operated by [redacted] Airlines, departing from San Francisco, CA to San Jose, Mexico on June 24, 2016 and returning on June 27, 2016. The customer also purchased a Roundtrip for Hotels in Cabo San Lucas - Shared Shuttle: Los Cabos Airport (SJD) for June 24, 2016. This package was protected by an Orbitz Vacation Waiver. The entire package amounted to $771.89.On March 17, 2016 the customer called Orbitz in regards to canceling his package. After reviewing the cancellation and change policy for each item in the customers package and the terms and conditions of the customers insurance, the agent was able to fully refund the hotel and shuttle portion of package.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 [redacted] Airlines fare rules that 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 if the tickets were to be reissued. In addition, the customer would be responsible for any difference in fare. Per the documentation the customer was advised that he would receive an airline credit with [redacted] Airlines. Please review the terms and conditions that were agreed to by Mr. [redacted] to at the time of booking below:• If you cancel your trip, you will receive a refund for all amounts paid, except for the cost of non-refundable air tickets. In most cases, the full amount of money paid for air travel will be returned in the form of a credit for future travel, subject to restrictions and limitations imposed by airlines. Airfare credits are typically limited for use by the named ticketed passenger, for use on the same airline, for a period of up to one year from the original ticketing date.We sincerely regret that we are unable to offer a more satisfactory response or resolution to Mr. [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 Mr. [redacted] with the necessary information related to his flight purchase before our system asked Mr. [redacted] 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 resolution is satisfactory to me.
Sincerely,
[redacted] S [redacted]

Dear Mr. [redacted],

0in 0in 10pt;">The Revdex.com has shared your recent correspondence pertaining to your request to cancel you hotel booking; however, when you contacted our Service Center, they were unable to locate your reservation, but you were charged for the booking.  On behalf of Orbitz, we apologize for any confusion, and appreciate the opportunity to review your account and respond to your concerns.

With the information provided in correspondence, we were unable to locate an account or itinerary. At this time, we are requesting that you please provide an itinerary number and/or the email address used to make the reservation.  The itinerary number can usually be found on the line of the charge card statement.  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, Orbitz will be able to assist further.
We thank you for allowing us the opportunity to address the issues, brought to our attention.
              
Sincerely,
[redacted]
Orbitz Customer Relations

Tell us why here...

Initial Business Response /* (1000, 5, 2014/03/13) */
Dear [redacted],
The Revdex.com has shared your recent correspondence pertaining to the dates reserved on your hotel booking, and the rate charged for the second hotel booking. I appreciate the opportunity to review your...

account and respond to your concerns.
Please know that once a hotel booking has been confirmed, we would not be able to add an extra date to the booking. Either the entire reservation would need to be canceled and rebooked with all of the dates, or a new reservation would need to be made for the extra date.
Upon reviewing your reservations, I do show that the new reservation was made at a different hotel than the originally scheduled booking. We certainly regret that you had to reserve a room at a higher price, but a new room would have had to be reserved. If there were no rooms available at the Hyatt at the original price, we would not have been able to confirm you at that rate either.
[redacted], we certainly apologize for any confusion, but this would have been the same steps made, even if an agent had made the new reservation for you, and we would not be able to grant your refund request. Please know that your discount would have been given in the form of a promotional code, which would need to be entered during the booking process. Thank you again for the opportunity to respond to your concerns. We do 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
Final Consumer Response /* (4200, 11, 2014/03/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My original booking was for three days and not two. I even called Orbitz prior to checking into the hotel to confirm and the representative said she would see that it has been corrected. And then she hangs up on me. Please look into the call history now so you can also confirm that to be true too. I'm not asking for much except what was promised and what was booked. I am asking for the "download25" promo code to take effect since I booked my first hotel reservation through the [redacted] app as suggested. Which never was deducted, and for the difference charged.
Final Business Response /* (4000, 13, 2014/03/17) */
Dear Mr. [redacted],
Thank you for your follow-up response, and I appreciate the opportunity to respond to your continued concerns.
Please know that I have reviewed your reservation, and the original booking was only confirmed for one night. We are not able to add an extra night to a booking without charging the new rate.
Mr. [redacted], we certainly apologize for any confusion, but we would not have been able to adjust the number of nights on your stay without any extra charges. Thank you again for the opportunity to address your concerns.
Sincerely,
[redacted]
Orbitz Customer Relations

May 30, 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 their reservations.As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate reply. At this time, we respectfully request additional time from the Revdex.com as further research is needed for this case. We will submit our final reply via the Revdex.com's website.Again, 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,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]