Orbitz

I purchased a round trip ticket with Orbitz. I wanted to upgrade my seat class and the airline said I needed to contact Orbitz since I purchased the ticket through them. I called the first time asking the gentleman and he advised me that it would be a $5000+ difference I would have to pay. That is just absurd. How did the representative come up with $5000? I even repeated the number to him because I was so shocked. Anyway, I decided maybe ill return my ticket and purchase it through another company. I called back and I spoke to this lady and I asked her (out of curiosity) how much it would be to upgrade my seat. She told me $900+. Totally different number from the last guy. She also informed me that my ticket was non-refundable but I will get a credit back from Orbitz to use within a year. So I told her that I would need to think about that and give them a call back. So while I was thinking it over, I went on Orbitz.com and saw my same flight in a Premium Economy class for a $423 difference. How did the two representatives give me such a large difference? I called back the third time and spoke to another woman who informed me if I refunded my ticket, I would have to pay $100. But then she told me that it was fine if I wanted to upgrade my seat but I would have to pay a $50 penalty for changing my flight plus the $423 difference. Unfortunately, while being on hold, her line disconnected. No phone call back. I mean, how am I getting so many different answers! Just unacceptable at this point. I am extremely frustrated and I wrote an email to Orbitz customer care. I got an email back pretty much like " Sorry and we will pass the message along". No phone call from anyone to help me solve my issues. Just a lame email. I am not asking for a credit or anything. Just someone who is well informed who can help me make the necessary changes. Some of the Orbitz representatives obviously need extra training. That was just ridiculous. Wasted an hour calling, being put on hold, and not getting what I needed to get done. Great job Orbitz.

I have been using Orbitz for air tickets and hotels for years. It was generally good until yesterday when I tried to change my air ticket. I called three times, two in the afternoon yesterday and one this morning. Three agents gave completely different answers to the same question.
The first agent told me I needed to pay $600 for the change. The second agent told me I could get a voucher of more than $300 since the new ticket is at a much lower price. And the third agent told me she could not check my ticket information. There is ERROR when she checks my ticket and she advised me to book another ticket! Other than that, I was put on hold for more than 1 hour 15 minutes and right now I am still on hold!

September 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 hotel reservation. We understand Mr. [redacted] is requesting clarification of the hotels cancelation policy while booking a reservation online.Upon further research, we are unable to locate an Orbitz.com itinerary related to Mr. [redacted] complaint. We respectfully request that Mr. [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.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: First off it starts that I booked my own flights which if they pulled the call on that day the representative refused to book the flight for me, she said she was having computer problems but yet when I asked her questions regarding flights she had no problem giving me details.  This company is a scam they never tell you that when you book a flight with them that your travel points will be cut in half, a [redacted] agent told me about this one.  Also my flight itinerary  never transferred into my [redacted] account correctly and a [redacted] agent had to transfer the information over because this happens a lot to customers and that's when they told me it would be cheaper to  book a flight directly with them and I would be given my full points if I traveled with them.  I double checked my flights with Orbitz against pricing with [redacted] and she was right.  I had a good will coupon for $100 that the booking agent refused to use towards a flight because she said I cannot use it towards a flight.  I told her I received the coupon because it took two agents and a supervisor to book a domestic flight and I was on the phone for over 4 hours!!! So credit was issued towards next flight.  All this information can be confirmed if they pulled their call logs.  Lastly an update since Revdex.com has been working on this.  I went up the chain of command to get a full refund.  My call with agent started around 4pm EST and I was on hold with Orbitz out of  LasVegas awaiting a decision on my refund. The gentleman picked up the phone approximately midnight my time !!!! I informed him since I had to book two one way flights with your agency that according to the website it Had to be canceled through an agent I could not do it on line.  So I told him I attempted to cancel and I was placed on hold and a recording  comes on stating "Due to high call volumes please call back tomorrow", or pretty close to it.  I explained this to man in Vegas he placed me on hold and came back and said that he checked around with other supervisors and that message does not exist.  I said "Are you calling me a lier and I said it most definitely exists and he said quote unquote "I have had people wait 8 hours on the phone to get a full refund for their ticket"  Wow.  I do not understand how they are still in business.  Since the company is distrustful I do not expect positive results.  I wanted to explain my situation publicly and their Revdex.com rating score is in the toilet anyways and frankly when I mentioned this to a rep at Orbitz they do not care because the agents booking flights are in Singapore and cannot even book a flight from Florida to Syracuse NY they had no idea where this place was or knew any of their airport codes!!
Sincerely,
[redacted]

Orbitz offers some great deals but can't deliver on what they offer. I wasted 5 hours trying to book a flight that after entering everything it states that it cannot complete the booking, try again later. After trying again later and entering all the information again, same result. So I called Orbitz, after being on hold for several minutes they could see what the flights I was trying to book and the Orbitz representative was very kind and helpful and said let me book those flights for you. After I repeated all the information again and she entered it, she got the same result. She then offered me the flights at a higher price, I said OK. She had to obtain and enter all the information again (multiple flights and multiple passengers). Same result, could not complete the purchase. She offered other flights at a much higher price. I asked how Orbitz can offer flights that they can't deliver. I understand that prices can change but 3 times during one call? She tranferred me to a manager. After being on hold for several minutes, Orbitz hung up on me. I recommend that you don't waste your time, book directly with the airlines.

Complaint: [redacted]
I am rejecting this response because:There must be a terrible mistake and complete misunderstanding. I never called a second time to relocate to another hotel, and neither spoke to any supervisor. I did however as previously mentioned I was promised by one of your collegues that a complete refund will be processed and the only thing I had to do was call and cancel. I did exactly what was instructed. Sadly I cant provide you with requested documents due to the fact that it will be embarrasing and humilitaing to have to bother a hurting family for such records in which we are all still sadden by the death. I did what the representative instructed me to do and I learned at a later time that I was lied to. This is not fair, I deeply asked that my case be reviewed in good faith due to the situation My family and I are in and currently living. I would appriciate your cooperation in this matter and help me with refunding back in full for the services never used and respectfully understand the situation I am in... I need help with all the added funeral and misc expenses encountered due to this unforseen incident. Again your kindness, understanding and goodnfaith intentions will be greatly appriciated deeply. I have never been in such situation like this one, it is very confusing and difficult. 
Sincerely,
[redacted]

Dear Mr. [redacted],
Thank you for your follow-up response, and I appreciate the opportunity to address your concerns.
Please know that at Orbitz, we are undergoing a transition in our systems.  This is causing a delay in future travel vouchers being redeemed; however, they are still valid on a qualifying booking.  Upon reviewing your case number 4972041, I do see the future travel voucher in the amount of $25.00, but it is showing as paid. 
Mr. [redacted], if you feel that you have not received payment, please forward a copy of your new itinerary along with the case number mentioned above to  [redacted]@customercare.orbitz.com to request this be reviewed.  This is the Department that would need to review your request and address your concerns regarding the redemption.
We apologize for any inconvenience this transition has caused.  We do appreciate your business, and hope that we have a future opportunity to serve you.
Sincerely,
[redacted]
Orbitz Customer Relations

Rude Customer Service, Shoddy Business Practices.

Initial Business Response /* (1000, 5, 2015/03/26) */
Dear Mr. [redacted]
The Revdex.com has shared your recent correspondence pertaining to the service fee associated with an airline ticket. I appreciate the opportunity to review your account and respond to your concerns. My...

understanding is that you booked a flight through Orbitz for[redacted] Airlines. You were within our free courtesy cancel time frame. When you contacted us, the agent advised you to contact[redacted] directly. When you asked about also refunding the $21.99 Orbitz service fee,[redacted] the agent advised that it would not be possible.
On behalf of Orbitz, I apologize for this disappointing experience. The agent directed you to[redacted]
because we showed a schedule change that the airline had initiated. When this happens, we advise customers to go through the airline directly, as when these changes are made, the airline must handle any reissue/refund. I certainly apologize also for the mishandling of your request to refund the service fee. I have refunded this fee for you; it will go back to the original form of payment, the Visa card ending in [redacted]. Please allow 5-7 business days for the refund to appear on your account.
Mr. [redacted] please be assured that your business is appreciated. As a gesture of our sincerity, we would like to offer you a $75.00 future travel voucher on 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 XXXXXXX and my letter offering the $75.00 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 March 26, 2016.
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

July 16, 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]he was not able to book a recent flight reservation but sustained charges.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. If the customer is unable to provide this information we request Ms. [redacted] submit a copy of the credit card statement documenting the charge sustained for the airline tickets. We ask she omit any personal information from the document, for security purposes. The requested information will enable us to appropriately address the customers concerns regarding a refund. The customer may submit the information through the complaint submission on the Revdex.com.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]

November 28, 2016Revdex.comComplaint Department – Orbitz Re: 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.Our records confirm that the customer called Orbitz on August 30, 2016 due to [redacted] Airways canceling his reservation. Due to this a full refund was requested. After contacting [redacted] Airways on Mr. [redacted]’s behalf they confirmed that the full refund was processed on September 2, 2016 to the customers original form of payment. The provided the reference number 0507MPCF77ZCQ so the customer can verify with his banking institution that they have properly processed the refund.Since [redacted] Airways was the operating carrier and merchant of record for the customers flights (the entity that received the funds and the companies that charge the credit card) on this itinerary. Orbitz has no control over when, or how often, airline initiated schedule changes occur. If the customer is still not showing the funds we suggest he initiate a chargeback with his bank or credit card supplier for the charge by [redacted] Airways.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 I was told over the phone by 3 different Orbitz representatives, a manager and a supervisor, that the advertised price online was not available anymore, however it was still advertised online later that day, and the next day as well.  They would not honor their advertised price.
Sincerely,
[redacted]

August 2, 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 Desislava Balasa (Revdex.com case number [redacted] regarding a flight reservation. We understand from the customers complaint they are requesting a full refund of their flight ticket.Our records indicate on May 9, 2016 the customer self-booked a round trip flight for one traveler. The flight reservation was operated by [redacted] Airlines, with flight departed on July 28, 2016 from Sofia connecting in Istanbul and arriving in Washington, DC and returning on October 15, 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 fare rules the customer agreed to at the time of booking, the tickets were non-refundable with a change penalty fee of 50 EUR per passenger would be charged.We have confirmed that on July 18, 2016 the customer contacted Orbitz to received assistance changing their fights. Per the documentation the customer was advised of the fare rules and declined to change the ticket.As an effort to advocate on the customers behalf we reached out to [redacted] Airlines on August 2, 2016. We were advised that the passenger fully utilized the outbound portion of the ticket. They also advised that there is no policy in place for flights departing in October therefore at this time they are unable to authorize a full refund of the customers return flights.We sincerely regret that we are unable to offer a more satisfactory response or resolution to the customers concern. At Orbitz we try as much as possible to provide not only excellent customer service but we also try to exceed what is expected of us. However we know that there are some instances when policies associated with the purchases made on our website cannot allow for a resolution that is more favorable to our customers. We are not trying to discharge ourselves from any responsibility; we only want to convey that we were able to provide the customer with the necessary information related to the flight purchase before our system asked the customer to complete the reservation online.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

Complaint: [redacted]
I am rejecting this response because:
After I received your previous answer from April  14 th,  I  called  ORBITZ on  April 15th  2016.  I spoke to [redacted] at 4:30 p.m and after 2 hrs. On the phone, they did not know anything about the ORBITZ CASE # O-[redacted] told me that there is no file about this number, and I needed to call again to Revdex.com, because they have no idea about the case number; and after that, I requested to speak to a supervisor. After25 min., another woman (whose name is [redacted]) answered the line and she told me to call [redacted]; I replied that I had received an Email from Revdex.com saying that the problem was solved, and that the only thing that I needed to do was to call and re-book my flight. Nevertheless, she kept saying that it was me who had to call [redacted]. Besides, she sent me an E-mail (which I added) of what I had to do.
As I said before, ORBITZ is just disregarding the importance of this problem, and they do not really want to deal with this situation seriously.
In conclusion, after another 4-hour long distance call, I am back where I started.
Please help me move on to the next step. This is so frustrating!
I really do not want ORBITZ to take advantage of me.
Sincerely,
[redacted]

Booked business flight through Orbitz, with a split flight [redacted] down, Virgin back. While in LA for business, I had to extend my trip the day I was scheduled to return home. I spoke with a lady who was helpful in trying to accommodate my change in plans and change in airport, since it was less expensive for me to fly out of SFO instead of LAX. After helping me find the best flight, she had me booked for SFO a few days later, I gave all of the billing information she needed to complete the transaction and she told me everything was set. She then put me on hold and about 15 minutes later, finally came back on line and said I had to be transferred to a different department. At this point, things went downhill quickly. A new agent came on the line and started the process all over again, trying to put me back on a flight leaving from LAX even when I told him that the prior agent and I had already booked everything for the SFO flight. He would ask me one question, put me on hold for 15-20 minutes, then come back and ask another single question, and this process repeated itself for over an hour. Why my updated flight information and booking wasn't available to him was unacceptable, but what made it worse was that he kept talking right over me even when I was trying to tell him the exact flight the first agent and I had agreed to. Over an hour and a ridiculous number of holds later, he finally came back on to tell me he had me booked - on everything the first agent had already set me up for. He told me to hold one last time and then disconnected me. I called back again, got a third agent and told her what had happened. She looked up my reservation and confirmed that everything was set for the SFO flight and I was good to go.
When I arrived at SFO a few days later, I couldn't check in at Virgin. I was sent to the full service counter where the Virgin agent confirmed that my ticket was invalid. My reservation was apparently in some sort of ticket purgatory, stuck in Orbitz's ticketing system. The Virgin agent said I had to call Orbitz, get someone on the line, and then the Virgin agent could talk directly with Orbitz to get things straightened out. I did as asked, gave my phone to the Virgin agent, who then proceeded to get placed on hold by Orbitz. Nearly forty minutes later and he's still trying to get things sorted out with Orbitz. The Virgin agent finally told me, as he's once again sitting on hold with Orbitz, that if I simply paid the fare difference and cancellation fee now directly to Virgin, he could end the call and complete everything on his end. Since I now had just over an hour left to get through the notorious TSA lines and onto my plane, I agreed just so I could make the SEA flight as it was the last one of the day, even though it was $30 higher on that day than what I had agreed to with Orbitz two days prior. At that point, the Virgin agent had everything settled in three minutes.
Orbitz, it turns out, had somehow managed to book me onto the SFO flight (I had a Virgin confirmation code which, when entered into Virgin's website, showed the correct SFO-SEA airports), but still showed LAX as the departure airport. This half fix caused the invalid ticket when trying to check in directly with Virgin. Despite having given all of my billing information to Orbitz and having confirmed with them that everything was completed and finalized when I called back after getting disconnected the day I rebooked the flight, they had neither completed the reservation nor charged for the change. Both of those issues made it impossible for Virgin to correct my ticket on their own.
Two lessons learned here:
1. Even though the reservation through Orbitz says to call them (and I called the number given), always go directly through the airline when changing flights.
2. I will never use Orbitz again to book a flight.
The time spent on calls, misrepresented booking status, stress at the airport, change in prices and overall general awful experience of trying to reschedule the return flight should be acknowledged and compensated.

My wife and I booked a round trip flight from Charlotte to Dublin on 4 Nov to depart on 14 Nov. The Orbitz site let us select seats at the time we purchased tickets but I learned today that it meant nothing. Turns out that none of our seats had been confirmed so now we'll be lucky to get a seat on standby. We had to call [redacted] and [redacted] to try and get seats only to be told that we had to wait until we were at the airport to get them. I spoke to Orbitz customer service and they were useless. This was my first and last time booking travel with Orbitz. I have never had this happen with any other site. DO NOT USE ORBITZ FOR TRAVEL.

Initial Business Response /* (1000, 5, 2014/07/23) */
Hi Mrs.[redacted]
Thank you for contacting Orbitz via the Revdex.com. We appreciate the opportunity to review and respond to your request.
I understand that the itinerary, as booked, was more expensive than other...

options, due to the early arrival. However, due to airline flight delays, you arrived at the later time anyway. You're requesting reimbursement and/or refund for at least part of the ticket due to the inconvenience.
Mrs.[redacted] we deeply regret any dissatisfaction with your travel. However, Orbitz has no control over airline irregular operations, delays, or cancellations. American Airlines must be contacted directly to review your event and provide any reimbursement or refund due to trip disruption.
Please understand, Orbitz collected no payment for this reservation - American Airlines charged $1391.00USD directly. This billing info is verifiable via the credit card statement. Therefore Orbitz is not in a position to provide refund in lieu of the airline; regardless of the event. In addition, it is American's responsibility to address all operational issues and passenger [redacted] during travel, as stated by their "Contract of Carriage". Orbitz is a third party, we have no authority to circumvent American's role in these matters.
Therefore, when we learn of these events, we advise customers to notify the airline corporate offices directly of any complaint. That way, the party responsible for airline/airport operations has an opportunity to review the concern. For your convenience, I've provided the contact information for American Airlines below:
American Airlines via Website:
http://www.aa.com/contactAA/viewContactAAAccess.do?selectedFileName=aaCustomerRe...⇄ /> American Airlines via Post
U.S. Mail:
American Airlines Customer Relations
[redacted]
Overnight Mail:
American Airlines Customer Relations
[redacted]
American Airlines via Phone: [redacted]
Monday through Friday, 8:30a-4:30p Central Time (except some holidays)
Mrs.[redacted] I understand your frustration and wish our response could be more favorable. Unfortunately, Orbitz is not able to provide any refund, credit or reimbursement due to American Airlines travel delay. Please let me know if you have further questions.
Thank you for sharing this concern. Orbitz values your business and we sincerely hope for future opportunity to serve your travel needs.
Kind Regards,
[redacted]
Orbitz Customer Relations
Chicago, IL

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,
Kingsley [redacted]

I booked a room in Pacific Grove, CA for one night. I made this reservation through Orbitz in one month in advance. I was charged immediately and sent a confirmation number through email from Orbitz. When we arrived at the hotel, they had not received the booking request from Orbitz and were over booked. So I called Orbitz, and they were only able to book me at a hotel in the next city over. In monterey. It cost about $100 more for the hotel, but orbitz would not pay for the difference. This made our trip extremely inconvenient, and costed me more money than I was expecting to spend. Upon my arrival to the new hotel, I was then charged by the hotel for the room. Orbitz also charged me for the room. So there was more confussion between Orbitz and the hotel that caused me to spend all night speaking back and forth with Orbitz customer service and the Motel desk. The motel finally gave me a refund for their charge after having to talk to 2 different Orbitz customer service techs and 2 different hotel concierge. Orbitz did not help at all. I spent all of my Valentine's weekend and anniversary dealing with poor customer service from orbitz and mistake after mistake created by Orbitz. The only offer I recieved was a $50 gift card that I can use through orbitz within a year. Not only was I insulted that Orbitz assumed I would use their service in the future, but I was appalled that the offer was given a expiration date of 1 year... I did not want to deal with customer service the rest of my stay so I gave up, and paid the full price. Once I returned home, I got in contact with Orbitz customer service once again. I explained to them how horrible of a experience I had received, all while staying calm and polite. I requested a full refund for my stay, but this was not granted. Customer service explained that the only compensation they are allowed to give is the $50 gift card which I had already received. I then explained that it will be of no use, because I will never cause such a giant headache for myself again by using Orbitz.com. I was not rude to the technicians, although some of them could not understand the problems I was explaining because of language barriers. I believe Orbitz does not care about their customers, after they receive their money. This is very clear by how little power or knowledge the customer service technicians possess. No matter how hard I tried, I could not come in reach with someone that could actually solve and help with the problem I was having. I do not recommend Orbitz.com in any way or form.

Complaint: [redacted]
I am rejecting this response because: 1) Regarding smoking: The bellhop is lying. It is my word against his; 2) Regarding my "full utilization of the room": the room was so grungy that I was afraid to walk barefoot on the stained and filthy carpet. I did indeed stay in the room but I by no means got what I paid for (a 3.5 star hotel).
Sincerely,
[redacted]