Orbitz

Complaint: [redacted]
I am rejecting this response because:Re: Complaint ID #[redacted] Dear Sir or Madam,
sans-serif;">the respond from Orbitz is not acceptable since I tried twice to contact them with the cancellation on Monday, October 31. The first time they simply hang up on me after listening for my request. Second time they took my phone number as they told me that there is a bad connection but never called me back. Moreover when finally I got in touch with one of their representative and was informed that it is already beyond 24 hours so they can cancel the reservation ($222.64 fee) or re-book the tickets with proper date with much smaller fee. I requested to re-book but their representative told me that the cost went sharply up and I need to pay over $3,000 more than originally paid. I verified on another travel site (the [redacted] and the tickets were sold at exactly same price. However the Orbitz representative refused my comments and the price from [redacted] as a reference. Therefor instead of much lower fee for the re-booking I had to cancel and purchase the tickets on the same [redacted] airlines rout for the same amount. If the Orbitz need a proof of the purchase I am gladly going to provide them with it.
Sincerely,
[redacted]

I had a very stressful experience while booking my vacation package with Orbitz on February 25, 2016. The agent that booked my vacation J. C[redacted] put the wrong name on my airline ticket after I spelled out both my first and last name, he booked us for the wrong hotel charging my card $200 extra, and he also booked three airlines tickets when we only needed two. Due to several errors on behalf of Orbitz we had to cancel our whole trip and re-book our vacation at an addition cost to us. This is unacceptable customer service and as a loyal customer I am greatly disappointed. On top of the several mistakes that were made we were on the phone off and on for over seven hours trying to sort out all of these mistakes. Several agents were rude and refused to let us speak to a superior. They repeatedly informed us that the managers were busy with other customers, and left us on hold for several hours. They then returned to the line with no solutions or compensation for the mistakes they made.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10927736, and I presume that it means my bill from this trip will be reflected  in my credit card account ?If so or something similar without having to receive it on my next trip with them I  find that this resolution is satisfactory to me.
Sincerely,
Frederique [redacted]

May 3, 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 recent flight 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

June 20, 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 Barbara Blaise (Revdex.com case number [redacted]) regarding a flight reservation.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,[redacted]Tier 3 Customer Service

Dear Mr. [redacted],   The Revdex.com has shared with us your correspondence regarding your recent experience with Orbitz. It is my understanding when you initially booked your wife’s ticket to Krakow you made the booking in her maiden name instead of her married name....

You contacted Orbitz and were advised to book a new ticket with the correct name and a refund would be given for the original booking; however, when you went to cancel the original reservation you were then advised that a refund would not be provided. You are requesting a refund for the original booking. I appreciate the opportunity to review your account and respond to you.   On behalf of Orbitz, I would like to apologize for any frustration this has caused you.   Please know I have contacted [redacted] to request a refund for the original booking. They have advised to send them a copy of the marriage certificate, which you have already provided to Orbitz, so they can review. Once I have any received a response from [redacted] I will contact you immediately.   If you have questions before that time please let me know.   Sincerely,   [redacted]
Orbitz Customer Relations Chicago, IL

Dear Ms. [redacted],   The Revdex.com has shared with us your correspondence regarding your recent experience with Orbitz. It is my understanding you state your reservation was canceled by Orbitz and you were never notified of the cancellation. I appreciate the...

opportunity to respond to you.   Please know I was unable to find the reservation with the information you provided. Can you please provide the Orbitz booking or itinerary number, 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,
John [redacted]

Initial Business Response /* (1000, 5, 2014/04/10) */
Dear Mr. [redacted]
The Revdex.com has shared your recent correspondence pertaining to a hotel cancellation. I appreciate the opportunity to review your account and respond to your concerns.
From your complaint, you...

reserved a hotel, [redacted] Dead Sea Resort, on March 27, 2014 for an arrival on October 26, 2014. On March 31, 2014, the hotel was canceled. You believe that Orbitz should honor the reservation as you did not indicate a cancellation. Furthermore; your perception of Orbitz has become discontented due to the service you have received.
Orbitz has been advised that, due to a technical error, the rate quoted for your reservation was not correct and will not be honored by the hotel. As a result, we have been instructed by the hotel to cancel your reservation, and provide a complete refund to the credit card used for this booking.
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.
We recommend that you contact the resort directly at [redacted]
We apologize for any inconvenience this may cause and thank you for your business.
Sincerely,
[redacted]
Orbitz Customer Relations

Dear Mr. [redacted]
Thank you for your follow-up response, and I appreciate the opportunity to address your continued concerns.
Please know that we are taking into consideration the information you have provided, and what was provided by the property.  We certainly regret you feel that you did not receive the exact room type you reserved; however, the property has advised that the room received is a Deluxe room type that would be the same rate.  The property has declined to offer a refund as the stay was completed, and Orbitz has been charged in full.
Mr. [redacted] as a gesture of our sincerity for any disappointment this caused, the future travel voucher was offered as a form of compensation, and we would not be able to grant your refund request of the voucher at this time. 
We do hope that you do decide to utilize your future travel voucher for a future booking.  We do appreciate your business, and hope that we have the opportunity to serve you in the future.
Sincerely,
Charlotte [redacted]
Orbitz Customer Relations

May 5, 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] complaint she is requesting a refund for a flight reservation. On May 5, 2016, we attempted to contact Ms. [redacted] to acknowledge receipt of the Revdex.com complaint but were but were unable to reach the customer.Our records indicate on April 4, 2016 the customer self-booked two one-way flight reservation using Orbitz.com for three travelers. The departing flights were operated by [redacted] Airlines, with flights from Orlando, FL to San Diego, CA departing on April 21, 2016. The return flights were operated by [redacted] Airlines, with flights from San Diego, CA to Orlando, FL returning on April 24, 2016. The customer also purchased “Orbitz Flight Protection Basic”We were able to locate a call from Ms. [redacted] to Orbitz. We were able to confirm that as of April 14, 2016 the customer called Orbitz to cancel the tickets for [redacted]. During the call the agent advised that the customer would not receive a refund for these tickets due to the non-refundable fare that was purchased at the time of booking. The agent also advised that if the customer would like to reissue this ticket at a later date for [redacted] there will be a $125 penalty for the departure ticket and a $125 penalty for the return flight along with any difference in fare. Orbitz is unable to authorize a refund or compensation.In regards to Ms. [redacted] insurance, If the customer is seeking further compensation we suggest she reach out [redacted] Travel to submit a claim. [redacted] Travel is our administrator for assistance and can be reached by calling 1-[redacted].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

Orbitz charged us $50.00 more than the hotel we stayed at would have. I know this because I got charged by Orbitz AND the hotel. Also we were woken up at 3:00 am by a scammer telling us that the hotel computer crashed and they needed our credit card information again. I would not give it to them and called down to the hotel desk to find out that there was no problem. This leads me to believe that our name was hacked from Orbitz. Worst travel experience of our lives. Will never use Orbitz again and will warn everyone we know!

August 23, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #[redacted]Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret to hear Mr. [redacted] did not accept our response and/or resolution offered.Based on the fare rules agreed to at the time of booking, [redacted] Airlines flights stated to take any action on the reservation, the customer had to contact them directly. As the tickets are non-refundable, Orbitz is unable to provide a refund of the reservation.Our records indicate on June 15, 2016 the customer purchased “Orbitz Flight Protection Basic (Domestic 48)”. Per the customers complaint he is requesting a refund due to purchasing travel insurance. If the customer is seeking compensation for his missed flight, due to purchasing insurance we suggest he contact the insurance company. [redacted] Berkley Travel is our administrator for assistance and can be reached by calling [redacted] their office hours are 8:00 AM - 10:00 PM ET, Monday - Friday; 9:00 AM - 5:00 PM ET, Saturday.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

Initial Business Response /* (1000, 5, 2015/08/24) */
Hi Ms.[redacted]
Thank you for contacting Orbitz via the Revdex.com. It is my understanding that your reservation included [redacted] and [redacted] Airlines; and courtesy cancellation was offered. You contacted [redacted] Airlines...

directly and their reservation was cancelled. However, the [redacted] Airlines reservation was not cancelled by the Orbitz representative as expected; and now courtesy cancellation is not possible. Therefore, you're requesting airfare refund from Orbitz.
Ms.[redacted] in order to investigate this event fully, we do need the specific Orbitz Confirmation# for the reservation. With this unique identifier, we'll be able to review the electronic records; as well as any calls; so that we can address your concern.

Please know, once we receive the necessary information, our investigations are usually completed within 3 business days. Please be assured, Orbitz goal is to review and resolve these matters quickly; and we look forward to receiving your information.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (3000, 7, 2015/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I receive an email recently in regards to them canceling the trips after I received the run around almost 2 weeks from an agent not properly noting my account. I called in today August 25th 2015 and asked a supervisor if they would be able to provide me with some type of compensation towards a future flight. I informed them I was assured that the investigation would take 24-48 hours and I did not I called back within the time frame and they still had not resolved the situation I took my contact information and I never received any call back from them. I received an email dated to Sunday that I opened today stating they attempted contact via phone after I had contact Revdex.com with my complaint. I assured the supervisor by them having horrible customer service I would no longer continue business with them after this situation that wouldn't occurred had they hired properly trained agents.
Final Business Response /* (4000, 9, 2015/08/30) */
Ms.[redacted]
I do appreciate your frustration and I'm happy to investigate this matter. As you've mentioned, there are multiple reservations; and Orbitz would hope to be specific in addressing your concern. If you'd provide the information requested, the Orbitz Confirmation beginning PBORB.., I am able to move forward on your behalf with the efficiency expected; and within the time frame I've previously diligently advised.
I do agree that time is important; and would sincerely hope to focus on the proper reservation, and representatives; if at all possible. Please do provide the information so that I may help.
Thank you,

[redacted]
Orbitz Customer Relations
Chicago, IL

May 24, 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 recent flight 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

November 15, 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 Perrye [redacted] (Revdex.com case number [redacted] regarding a flight reservation. We understand from Mr. [redacted] complaint he is requesting credit for a future flight.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. Furthermore we understand that customer was advised of the credit via email. To further verify the credit we ask Mr. [redacted] attached a screenshot of the email when responding. The requested information will enable us to appropriately address Mr. [redacted] concerns.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

October 20, 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 his package reservation. We understand from the customers complaint he is requesting to change the dates of the reservation.Our records indicate on May 17, 2016 the customer self-booked a package reservation for two travelers. The customer purchased a six night hotel reservation at The Ritz-Carlton, St. Thomas, checking in on November 30, 2017, and checking out on December 6, 2017. The customers flights were operated by JetBlue Airways, departing from Chicago, IL to Charlotte Amalie on November 30, 2017 and returning on December 6, 2017.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 reissuance fee of $135 per passenger would be charged. In addition, the customer would be responsible for any difference in fare. Mr. [redacted] has one year from the date of issuance to utilize flight credit and book travel. Based on the hotels Cancellation and Change Policy, “The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.”Our records reflect that on October 8, 2016 Mr. [redacted] called customer service and received assistance with canceling his reservation. As Orbitz is a third party booking agency the assisting agent called the hotel and received authorization to cancel the hotel portion of the package and issue a full refund. Per documentation our agent advised the customer of these fare rules prior to canceling the flight portion of the reservation. If the customer would like to utilize the credit we suggest that Mr. [redacted] contact our customer service.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, 2015/04/17) */
Dear Mr[redacted]
The Revdex.com has shared with us your correspondence regarding your recent experience with Orbitz. I understand you would like to cancel your reservation to Budapest on June 1, 2015. I appreciate the...

opportunity to review your account, and respond to you.
On your behalf, I have contacted [redacted] and they have authorized a full refund for the reservation; therefore, you will receive a refund in the amount of $1544.40 back to your Visa Card ending in[redacted] within 45 days.
Mr. [redacted] if you have any further questions or concerns, please let me know. We appreciate your business, and look forward to serving you in the future with your travel needs.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL

Dear Mr. [redacted],

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The Revdex.com has shared your recent correspondence pertaining to your search for a hotel reservation via [redacted], and the rates no longer being available.&n**p; On behalf of Orbitz, I apologize for the disappointment this has caused, and appreciate the opportunity to review your account and respond to your concerns.

At Orbitz, we make every effort to ensure that all rates are updated as quickly as possible. As this issue was continually occurring via [redacted] directly, this is not necessary a problem generated by Orbitz.&n**p; This is an issue that would need to be reviewed by [redacted] directly.&n**p; Please know that our most up to date rates are available via our we**ite directly.

Mr. [redacted], we certainly apologize for any confusion that rates being displayed via [redacted] has caused.&n**p; We do appreciate your business, and hope that we have a future opportunity to serve you.&n**p;

Sincerely,

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

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...

to find the reservation you canceled no longer as any value. I appreciate the opportunity to review and respond to your concerns. On behalf of Orbitz, I apologize for the disappointing experience and the frustration this caused you. After reviewing your account, I do show your reservation that was canceled under record locator [redacted]. Please know as a matter of practice, Orbitz discloses all terms and conditions for all bookings to our customers, so they can make informed decisions. We have fully tested our website and have found the ticket you booked was presented as non-refundable and subject to change fees, throughout the entire booking process. I also show before you canceled this reservation on line, you spoke with one of our agents who advised you of penalty fees. When you canceled online, you were advised again that you had one year from the date of issuance to exchange the ticket. Here is the verbiage that was presented to you at the time of cancellation: Note: This ticket’s value, less applicable fees, can be used toward a purchase on the same airline(s) if you rebook by February 16, 2016. While I recognize your disappointment and regret any inconvenience this may have caused, please understand all travel agencies are required to follow the rules of the carrier. During the booking process, Orbitz presents and customers must agree to the airline fare rules, as well as the ticket’s Terms and Conditions, prior to completing the booking. In the terms and conditions it states: "This ticket is good for carriage for one year from date of issue, except as otherwise provided in this ticket, in carrier's tariffs, conditions of carriage, or related regulations. The fare for carriage hereunder is subject to change prior to commencement of carriage." It goes on to say, "No agent, servant, or representative of the carrier has authority to alter, modify or waive any provision of this contract." To complete the booking process, all users are required to agree to the fare rules and the terms and conditions that govern that ticket. There is also a link on your canceled itinerary under the flight itinerary area called, Terms and conditions that has this information. At this time, your ticket has no value. Please understand Orbitz is only a distributor of tickets for airline carriers we display on our site. This entire fare was paid to [redacted] Airlines, and not Orbitz. This can be verified by checking your credit card statement. Orbitz is required to adhere to all airline rules and restrictions. [redacted], we wish our reply could be more favorable. However, we are confident all pertinent information, including the time frame for ticket validity, was properly displayed to you at the time of the booking, and on the cancellation page when you canceled the booking online. Thank you for allowing us to review this matter with you. We appreciate your business, and we hope to have an opportunity to serve you in the future. Sincerely, [redacted] Orbitz Customer Relations Chicago, IL