Orbitz

Complaint: [redacted]
I am rejecting this response because: I have an email that says the flight had not been confirmed which would have allowed me to respond within the 24 hour window.  I could not cancel.  As soon as I received a email that the flight was confirmed I called and spoke with a representative.  He said to cancel the flight which I did.  Upon cancellation is when I received the notice of the $200 dollar fee.  When I spoke with the agent to inquire about the cancellation fee he said the company would respond in 48 hours, I called 3 days later I was told it would take another week which is unacceptable.  
Sincerely,
[redacted]

March 28, 2016
MARGIN: 0in 0in 0pt">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] Paz (Revdex.com case [redacted]) regarding vacation package reservations. We understand the customer is requesting a refund for their reservations.
Our records indicate on February 19, 2016, the customer booked vacation package reservations – itinerary [redacted] – using the self-service tool on the Orbitz website. Travel was on [redacted] Airlines, departing on July 8, 2016, from Houston, Texas to Cancun, Mexico, returning July 12, 2016, for two passengers for the total booking amount of $2,331.50.
Upon further research, we were able to confirm on February 22, 2016, the customer contacted Orbitz regarding cancelling their reservations. At that time, a refund in the amount of $1,307.92 was processed back to the customer’s original form of payment. On March 3, 2016, the amount of $1,095.58 was processed as a refund back the customer’s credit, for a total refund amount of $2,403.50.
The amount of time it takes for the customer to receive a refund depends on the length of time it takes for their credit card company to process 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

Initial Business Response /* (1000, 5, 2014/04/09) */
Dear Ms.[redacted]
The Revdex.com has shared your recent correspondence pertaining to pricing fluctuations regarding bookings. I appreciate the opportunity to review your account and respond to your concerns.
From your...

complaint, you booked an air and hotel as a package on April 3, 2014 for travel on June 29, 2014. During the booking process, the ticket costs rose due to price fluctuation; you believe that Orbitz should honor the original rate quote. Upon contacting customer service, believing this to be a seamless process, the matter became worse. You are asking for the price difference from the original quote, and the actual price paid to be refunded. Furthermore; your perception of Orbitz has become discontented due to the service you have received.
Ms.[redacted] I do understand your concern in this regard; travel can be a hectic experience, and Orbitz does try to meet the expectations of our customers with current prices along with terms and conditions associated with ticket bookings.
In referencing your concerns; all fares are determined directly by the airlines and can be updated at any time. Airfares and availability change throughout the day, based on demand for the flight and the airlines' right to change them. Orbitz monitors these changes closely and makes every effort to keep our fare displays as current as possible.
Orbitz has confirmed your reservation history in our website logs, as well as the underlying airline reservation system. We have confirmed that the package was booked correctly, with the amount of the package presented to you prior to accepting the costs. For your reference, I have attached screen-shots of your login session, including the time stamp, April 3, 2014 at 10:55 am CT to this the email.
Upon review of the login session; the initial search resulted in a package price at $4,423.36, which when attempted to book, did not materialize due to availability. Upon the next search, the price changed to $4,875.36. The final page prior to purchase, you acknowledged the amount of the costs, along with terms and conditions. The last sentence above the "Agree and book" states "This ticket is non-refundable."
Although I sincerely apologize for any website problems that may have affected your booking experience, Orbitz cannot be held responsible for an increase in fares by the airline during these website issues.
Regrettably, Orbitz is not in a position to compensate for any additional expenses due to the situation presented.
Ms.[redacted] I understand this may not have been the answer you were looking for; however, we hope this explanation clarifies the reason Orbitz will not refund the amount desired of $452.00.
Sincerely,
[redacted]
Orbitz Customer Relations

Dear [redacted]
Thank you for your follow-up response, and we appreciate the opportunity to address your continued concerns.
We certainly understand your disappointment in your experience at the [redacted] Your concerns with the employees at the [redacted] were escalated on your behalf; however, the incident you described is not something that Orbitz can verify or address. This would be an issue that would have to be investigated by the [redacted] directly.
[redacted], we do regret that you had issues with the wireless service during your stay, but we are unable to offer a refund of your stay due to this inconvenience. The room was utilized for the full nights it was reserved, and Orbitz has been charged in full.
[redacted], as a gesture of goodwill for your continued disappointment, I have issued you $50.00 in Orbucks to your account. These are available for your review by logging into your Orbitz account, and clicking on the "My Orbucks Activity" tab. 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

Revdex.com: I want to make sure that I am reading this correctly. You will pay for one night $450 and you will throw in the $300voucher and have it put back into my credit card? If this is correct then I will accept.
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,
Ruben [redacted]

August 23, 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 Best Price Guarantee for a flight reservation. We understand from Mr. [redacted] complaint he is requesting a refund due to locating a lower price within 24 hours of booking her reservation.Our records reflect on August 4, 2016 the customer self-booked round trip flight for two passengers on Orbitz.com. The customers flights were operated by [redacted]Asia, departing from Ho Chi Minh City to Bangkok on April 9, 2016 and returning on April 12, 2016. This flight reservation totaled $441.25.On August 4, 2016 the customer submitted a Best Price Guarantee claim for a slight totaling $417.25. The same day the customers claim was denied due to not specifying the cabin class. After further reviewing the customers Best Price Guarantee submission and the Best Price Guarantee terms and conditions. We have to deny the customers claims due to the customers screenshot not including the cabin class. Please review the Best Price Guarantee terms and conditions and link below:https://www.orbitz.com/p/info-other/guaranteesMust be "Apples to Apples" Comparison. The Best Price Guarantee is available only for exact itinerary matches. For example, the specific [redacted]line and cabin class (First, Business, Premium Economy or Coach/Economy), hotel (including room type), ship and cabin category, rental car company and vehicle class, applicable refund policy, and the exact same dates and times of travel or service as booked through Orbitz.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]Tier 3 Customer Service

July 16, 2016Revdex.comComplaint 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 case number [redacted] regarding a flight reservation. We understand from the customers complaint she is requesting the ability to use her flight credit.Our records indicate on April 27, 2016 the customer self-booked a round trip flight for two travelers. The flight reservation was operated by [redacted] with flights departing on June 13, 2016 San Francisco, CA to Kahului, HI on June 20, 2016.As of May 13, 2016 the customer called Orbitz customer service to change the flight dates to departing on August 24, 2016 and returning on August 31, 2016. The new flights that the customer chose had a fare that was lower than then the original fare. This caused the customer to retain a residual credit of $170 per ticket.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 airlines fare rules agreed upon when booking the reservation, “residual value may not be used toward change fee, collect fare difference if applicable, charge full change fee.” As Orbitz is a third party intermediary with [redacted] we are unable to change or alter any of the fares or fees that have been provided to the customer upon booking the initial 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

Initial Business Response /* (1000, 5, 2014/04/25) */
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 booked several reservations on our website. You later canceled the reservations,...

and you were expecting a refund. I appreciate the opportunity to review and respond to you. On behalf of Orbitz, I apologize for the disappointing experience and the inconvenience this caused you.
Please know the reservation under record locator PBORB [redacted] was booked on April 12 and canceled on April 13. This reservation was courtesy canceled and refunded to the Visa Card ending in [redacted] Record locators PBORBXXXXXXXXXX, PBORBXXXXXXXXXX, PBORBXXXXXXXXXX were booked and canceled on April 13 and refunded to the same card.
However, the reservation under record locator PBORBXXXXXXXXXX was canceled and held as a credit for future travel. Once this was done, the sale was reported, and the airline fare rules were in effect. The ticket could no longer be refunded, as per the terms and conditions; the ticket was non-refundable. We don't want to come across as insensitive to your situation, and certainly understand that mistakes can happen, particularly on the Internet. However, Orbitz, as a travel agency, has to abide by the guidelines put in place by the carrier.
[redacted], I wish our response could be more favorable. We appreciate your business, and we hope to have an opportunity to serve you in the future.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (3000, 7, 2014/04/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
is used as a way to scam rules by 2 company, but also when not to use tickets for future travel, it's a hard way to practice and run the client. But this time will be removed
Final Business Response /* (4000, 13, 2014/05/16) */
Dear [redacted]
The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you further. Thank you for your follow-up response.
Please know we do not mean to across as insensitive your situation. However, you were charged by and the funds for your tickets went to US Airways and not Orbitz. This information can be verified by checking your credit card statement. Once the reservation was not canceled by the deadline for a courtesy cancellation, the reservation was reported to the airlines, and the fare rules on the ticket came into effect.
The rules on the ticket were placed there by the carrier themselves, and Orbitz, as a travel agency, as to abide by the fare rules placed on the ticket by the carrier. The Orbitz member or the person using the account on the member's behalf has to acknowledge that they agree to the terms and conditions before the reservation can be completed. The same rules would apply if you had booked on another website or with the carrier directly.
[redacted] I wish our response could be more favorable. We appreciate your business, and we hope to have an opportunity to serve you in the future.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL
Final Consumer Response /* (4200, 11, 2014/05/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Only I want my money back I feel broken I save the money with my family for several months. I lost this money for make a mistake for not read very well English. only press the butom for refund never saw the policy.... only request my money back and no wish to travel anymore.

Initial Business Response /* (1000, 5, 2014/09/24) */
Dear Ms.[redacted]
The Revdex.com has shared your correspondence with Orbitz so that we may assist you further. It is my understanding that you cancelled your package booking, after learning that your hotel wasn't in your...

desired location, but you have not received a full refund. On behalf of Orbitz, I apologize for this frustrating experience and the inconvenience it has caused. I appreciate the opportunity to review this matter and assist you.
Upon review of your booking, it does seem there was a misunderstanding regarding the cancellation policy of the shuttle service. It is refundable up until 5 days before your travel date. I have processed a refund of $43.49, and $6.99 for the service fee, back to your original form of payment. You should see this post within 3-5 business days. I have also refunded the $25 cancellation fee that was held. These will post back as three separate transactions.
Ms.[redacted] thank you for bringing this to our attention. We value your business and look forward to restoring your confidence in our products and services.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL

Initial Business Response /* (1000, 5, 2014/06/18) */
Dear [redacted]
The Revdex.com has shared with us your correspondence regarding your recent experience with CheapTickets. I understand you are upset that you were marked as a no show for your flight to Rome on June 3, 2014....

I appreciate the opportunity to review your account, and respond to you.
On behalf of CheapTickets, I would like to apologize for any frustration this has caused.
After further research, we do show when you called in on June 3, 2014, you advised that you thought you had purchased the reservation to depart on June 11, 2014, and not June 3, 2014.
Please know, CheapTickets has confirmed your reservation history in our website logs, as well as the underlying airline reservation system. We have found June 3, 2014 to be the original travel date selected.
It is the responsibility of the CheapTickets member or the person using the account on the member's behalf to confirm all travel specifications before completing the booking process. Throughout the booking process, the website recaps the selections made by the customer. Within minutes of the booking, CheapTickets also generates a 'CheapTickets Travel Document' email confirming the flight dates, flight numbers, and times. Our customers may review their booking at any time in their online 'My Trips' profile.
[redacted], when you contacted CheapTickets on June 3, 2014 as it was already so close to the departure time of 10:40am and check in for the flight had already closed, [redacted] Airlines marked you as no-show for their portion of the ticket; therefore, the value of the ticket was lost.
As we do not show this was a CheapTickets error, we did request a refund for the taxes of the reservation, as the whole ticket was non-refundable. We show the amount of $122 per adult ticket and $111.10 for the child's ticket, a total of $355.10, was refunded on June 10, 2014, which will appear back to the card within 7 business days.
We wish our response could be more favorable. We appreciate your business, and hope you will continue to use CheapTickets in the future for your travel needs.
Sincerely,
[redacted]
CheapTickets Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (3000, 7, 2014/06/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I contacted cheaptickets at 0900 they told me to call [redacted]. When I called them they told me to contact cheaptickets. During this whole process valuable time was wasted because no one wanted to take responsibility for it. I either wanted to change the time of the flight or the date and I would have paid the difference of the ticket but cheaptickets took to long to try to help me out and that put me into a no show status. I just wanted to change my flight time or date my and was willing to pay the difference of the tickets. I believe they were notified in enough time where they could have allowed me to take the trip and not keep my $4799.10 for absolutely nothing. That $355.10 is an insult and does not even come close to rectifying the situation.
Final Business Response /* (4000, 9, 2014/06/23) */
Dear [redacted]
Thank you for your response.
Please know, when you first contacted CheapTickets, as it was so close to departure time, the reservation was in airport control, and we were unable to make any changes to the reservation; therefore, we advised to contact the airline directly. Then when you called back we attempted to call them on your behalf and were advised you were tagged as a no show by [redacted] Airlines.
Sincerely,
[redacted]
CheapTickets Customer Relations
Chicago, IL

Complaint: [redacted]
I am rejecting this response because:
While I have no further monetary claim against Orbitz—as the response correctly notes, I was ultimately able to cancel my flight upon making a third call, after submitting the complaint—it does not seem to me that the company has understood the nature of the original complaint. I complained not because I encountered hold times, but because after those hold times I encountered three call center representatives who either could not communicate with me, offered me irrelevant options, or offered to return my call and did not. If I had not been on vacation, it would have been impossible for me to devote the time to navigate this maze; even as it was, I was very late for an appointment as a result.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2014/06/03) */
Dear Mr. [redacted]
The Revdex.com has shared your recent correspondence pertaining to the refund of a hotel. I appreciate the opportunity to review your account and respond to your concerns.
From your complaint, you...

reserved a hotel, Hotel[redacted] Amsterdam Airport, on April 12, 2014 for an arrival on the same date. Upon arriving at the property, you were advised the hotel would not accommodate the reservation. Due to the denied stay, you have asked Orbitz to refund the reservation. This, however, has not been the case. Speaking to customer service, believing the issue would be resolved. The matter became worse. Furthermore; your perception of Orbitz has become discontented due to the service you have received.
Mr. [redacted] I do understand your concern in this regard; you did book the hotel based on the property explanation and costs that you viewed on the website, only to be convinced that you were led by false descriptions.
Hotel properties or representative companies provide their own content information; this includes how the property is presented along with prices and fees. The Market Manager for Orbitz works in conjunction with the local hotel to determine the best way to display the text and verbiage used on the website.
Ultimately, it is the hotels' decision in reference to the presentation.
I have reviewed the documentation; the hotel has not charged Orbitz for the stay; therefore, I can refund the reservation.
Orbitz will process a refund in the amount of $139.16. This was booked via PayPal, which is slightly different in a timeframe for refunds. Normally, Orbitz advises a 3-5-day timeframe for the credit to appear on the statement. With PayPal, we advise a 7 to the 10-day timeframe. This is due to the extra processing time from PayPal, not Orbitz.
If you do not receive the credit by June 17, 2014, please contact me, and I will investigate the matter further.
I thank you for bring this matter to our attention. Feedback such as yours is critical to our operational side of our business.
Mr. [redacted] thank you for allowing me to review the situation with you. We appreciate your business, and we hope you will provide us with a future opportunity to restore your confidence in our products and services.
Sincerely,
[redacted]
Orbitz Customer Relations
Initial Consumer Rebuttal /* (2000, 7, 2014/06/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied with a refund. It is true the Orbitz business is forever tainted in my eyes and I shall not book with them in the future. I was in a foreign country and matters could have been much worse for me had I not been able to find a hotel. But I am happy the matter has been resolved. All the best to them in there business.

Hello I am a front desk agent and [redacted]. I spoke with a travel agent by the name of kevin [redacted], who was very rude to me. He was not polite. and even gave rude responses after giving out false information. I asked bout a certain reservation which he said he could not find and the company has 16 other partners they work with. after trying to find the reservation for a while, and still no luck; I simply asked for the names of the 16 different partners he replies by stating mam this isn't a matter of how many partners we have . I explained to him that I just need the names and he says he doesn't know how many there are and he didn't say that. When I just heard him. Not professional at all. I understand giving false info when not intended but to do it intentionally is completely unacceptable!

I booked a hotel with orbitz and when I arrived for check in the hotel said it was full and that they had never received the reservation info from otbitz. Additionally they said that they had told orbitz repeatedly that they were fully booked and to not make rooms available. The receptionist tried to call orbitz for me to get reservation canceled and she was put on hold for an extended period of time and never got through to resolve the issue. Because there was nothing the hotel could do and I needed to find I new room for the night she gave me the phone number to resolve the issue myself. I was put on hold for 25 mins and my call was never answered. Through the automated system I could have canceled my reservation but with no refund. I had to call again the following day to finally talk to someone about the matter which has now been settled with a refund. I spent a total of two hours dealing with this company to resolve their error.

Customer service constantly hung up on me, when I question them. Poor customer service, did biz twice and I will never again. Didnt honor price on site. On hold for over an hour. Dont waste your time and hard money on here.

Twice now I've used orbitz to reserve hotels and the hotel knows nothing about my reservation. I've never had a problem getting my money refunded, however, their customer service is the worst. If you can even get through, you can barely understand the person talking, they are rude and not helpful. They will forward you to other areas of Orbitz and not explain why. I will no longer use Orbitz when booking travel and instead use it as a search engine to find the best deal and then go directly to the airline or hotel, where you can actually reach a live person to help you with any issues. Not impressed in the least. I really liked the visa credit card and rewards they offer, but if I can't count on my travel plans, It's pointless, cancel the card and don't use them!

June 13, 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. [redacted]’s complaint she is requesting a full refund of his flight reservation.Our records indicate on April 3, 2016 the customer self-booked a one-war flight reservation that was operated by [redacted], departing from Sapporo to Boston, MA on April 15, 2016.We are able to confirm that this issue was resolved as of June 9, 2016 when the customer called Orbitz to receive assistance refunding the additional expenses sustained after purchasing new tickets. At that time our corporate agent refunded the difference between what the customer agreed to pay when initially exchanging the ticket on April 10, 2016 and what she paid at the [redacted]port due to the tickets not being successfully exchanged. The total amount refunded was $4,906.69. The time it takes the refund to post to the customer’s account depends on the time it takes the Ms. [redacted]’s credit card company to process refunds.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

my family booked a package flight and hotel with Orbitz from MSP to Charlotte [redacted] in the virgin islands. after speaking with our daughter pediatrician we were given strict rules to not travel to the virgin islands. When we booked our package we chose to have flight protection so we could cancel at any time.
When I called to cancel our trip I was dragged around their customer service for over 6hrs!! being on hold for a majority of the time. they first stated we could get any of our money back, then another agent said they couldnt cancel our trip at all. finally after demanding to speak with a supervisor they canceled my hotel and flight . money given back for our hotel and credit with orbitz to use towards flight tickets. I have currently been on hold for over an hour trying to rebook our vacation to a new location. I will never use orbitz again for any of our vacation needs.

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.
Please let Orbitz know that I have been their loyal customer for a long time, and expect that Orbitz can find a permanent solution to fix this kind of Error and Omissions on their booking system.
Sincerely,
Edward [redacted]

Initial Business Response /* (1000, 5, 2015/03/24) */
Dear Mr.[redacted]
The Revdex.com has shared your recent correspondence pertaining to the Orbucks associated with your Orbitz account. I appreciate the opportunity to review your account and respond to your concerns. My...

understanding is that you booked a flight reservation on December 25, 2014 and at that time we had a promotion that was giving you a total of $22.89 in Orbucks. You made a hotel booking in late January, 2015 using some Orbucks credit, but had to cancel the hotel before the check in date. You were stating that you are still showing a deficit of $17.00 Orbucks in your account.
On behalf of Orbitz, I apologize for the inconvenience. Upon review of your account, I have now reinstated the missing $17.00 in Orbucks, and your account is now up to date.
Please be assured that your business is appreciated. We hope to have the opportunity to serve your travel needs in the future.
Sincerely,
[redacted]
Orbitz Customer Relations