Orbitz

I tried to make reservations/booking on my mobile, and had difficulties, after several failed attempts, I tried my laptop, and failed several times, I then called customer service... everything seemed to go well, but immediately after, I went online to verify everything, and saw that the price for the airline and motel was now, $35 cheaper. (on their own website).

I called the customer service rep back, and was told I would need to cancel the original reservations and rebook the new reservation, which I did. I was told that I would not be charged as the original booking was denoted as PENDING.

Two days later, I see a refund of 2/3 the amount I (wasn't supposed to be charged), and no notes or line items on my statement about the remaining amount.

I contacted customer service, who confirmed that I should not have been charged, but then she back tracked and said it was policy to charge... so I tried to get her to admit she (and the original representative), was WRONG, when they told me I would not be charged.

After getting nowhere with her, I asked to speak with a supervisor... It has been 65 minutes on HOLD. I have written two reviews in that time, ate lunch, had coffee, watched tv, while I am still waiting.


ALSO, I have tried to submit the claim for a price match to receive the $50 credit on future travel, (which I will never use now, as ORBITz is a no go for now on), but was denied, and told everything. I mean, they cut and paste the price match policy but didnt identify what exactly my claim was missing.

I had included the screenshots, and the booking/itinerary numbers, and everything is identical, dates, times ,flight numbers, hotel, check-in/check-out, number of guests, etc.

ALSO, when I first called customer service, I rec'd two calls, which I didnt answer, because I was on the phone. both those calls, and the ten other calls in the last two days, has been robo calls ,and sales calls for vacation packages.

how did they start calling me, then? coincidence? I think NOT.

August 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 a flight reservation. We understand from the customers complaint they are requesting a refund due to not having the seats requested.Upon further research, we are unable to locate an Orbitz.com account related to the customers 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 his concerns.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

December 28, 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 fromOrbitz is responding to the consumer complaint from Neil [redacted] (Revdex.com case number [redacted] regarding a hotel reservation. We understand from the customers complaint he is requesting a refund of his hotel reservation as he did not realized he booked it in error. Our records indicate that on November 24, 2016 the customer self-booked a hotel reservation for two travelers. The customer purchased a seven night hotel reservation at the Aparthotel Adagio Muenchen City, checking in on September 20, 2016, and checking out on September 27, 2016. The customer was able to open and review the confirmation email the same day at 2:09 PM.On November 26, 2016 our records reflect Mr. [redacted] submitting multiple Best Price Guarantee requests for this itinerary. Due to the hotel not being the same the claims were denied. On November 28, 2016 Mr. [redacted] contacted our customer service to request the cancelation of his reservation. Per the terms and conditions of the reservation agreed to upon booking the reservation.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.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. Due to this Orbitz is unable to issue refunds for non-refundable reservation unless the property manager authorizes the refund. We are able to confirm that this matter was resolved on December 16, 2016 when a full refund of the customers reservation was issued. The amount of time it takes the customer to receive the funds depends on the customers banking institution.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

Initial Business Response /* (1000, 5, 2015/09/28) */
Dear [redacted]
The Revdex.com has shared your recent correspondence pertaining to the Arts Factory Lodge[redacted] not having your room type available upon your arrival, and you were placed in a dormitory room type. On...

behalf of Orbitz, I apologize for your disappointing experience, and appreciate the opportunity to review your account and respond to your concerns.
Upon reviewing your account, I do show that one of our Customer Service Supervisors have already contacted the property regarding your concerns. The property has advised that they failed to record the booking, and did not have your room type available. Due to only having dormitory room types available, they did authorize us to refund you in full for your stay due to the inconvenience. The refund in the amount of $29.00 has been processed to the card used to confirm your booking, and the $3.07 in Orbucks redeemed has also been refunded.
[redacted] we certainly understand the inconvenience this has caused, and as a gesture of our sincerity, I have added $50.00 in Orbucks to your account for future use. These can be viewed by logging into your Orbitz account and clicking on the "My Orbucks Activity" tab. They are valid until September 27, 2016.
[redacted] we apologize again for this disappointing experience. We do appreciate your business, and hope that we have a future opportunity to serve you.
Sincerely,
[redacted]
Orbitz Customer Relations

Complaint: [redacted]
I am rejecting this response because: orbitz refuses to see a problem with not contacting their customer in instances when airfare is not ticketed ( for only known to them reason ) . They don't see a need to send an email to tell a customer to look for another airfare options!!! Not very considered way of selling travel packages!!! I had to book another ticket with a different airline ( that costed me extra $300) and stay for an extra night at the hotel( booked again through orbitz) . I would expect at least an apology for their inconsidarad service and compensate me for that extra night I have to stay their because of this poor customer service.
Sincerely,
[redacted]

August 4, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments...

and concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a package. We understand from Ms. [redacted] complaint she is requesting a full refund of her package reservation.  Our records indicate on July 4, 2016 the customer self-booked a purchased a package reservation for two travelers. The customer purchased a six night hotel reservation at [redacted] Cancun All Inclusive, checking in on July 14, 2016, and checking out on July 19, 2016. The customers flights were operated by [redacted], departing from Newark, NJ to Cancun on July 14, 2016 and returning on July 19, 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 hotel cancelation policy Ms. [redacted] agreed upon when booking the reservation, “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.”We can confirm that Ms. [redacted] contacted customer service on July 5, 2016 in regards to canceling her package reservation. The agent that assisted the customer voided the customers flights. Since the flights were successfully voided within 24 hours of purchase, the authorization of $661.74 should have been released back to the customers card. These authorizations typically release within 24-48 hours. Due to the customers hotel reservation being non-refundable Orbitz made multiple attempts to contact the hotel via phone and via email to receive authorization to cancel and refund the customers hotel reservation.On July 8, 2016 an agent in our customer service was able to reach a reservations agent at the hotel. After reviewing the customers non-refundable reservation the hotel authorized a refund of the reservation minus the first two nights. As of July 8, 2016 a refund of $542.67 was processed to the customers original form of payment. The amount of time it takes the customer to receive depends on the customers banking institution.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

November 30, 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 Mr. [redacted] complaint he is requesting a refund of the change fee for his canceled flights. Our records reflect on October 30, 2016 the customer self-booked a flight reservation for two passengers on Orbitz.com. The customer purchased a one-way flight for two travelers. The flight reservation was operated by [redacted], with flights departing on September 19, 2016 from Johannesburg to San Francisco.On November 1, 2016 Mr. [redacted] contacted Orbitz to cancel his flight reservation. Per the customers complaint we understand that he claims he called to cancel his flights within 24 hours of booking as he was aware of our 24 hour free cancelation period. After further research we are able to verify that no cancelations happened within 24 hours of booking. Due to this we are unable to refund the customer [redacted] Airlines cancelation fees.We would like to apologize for the inconvenience Mr. [redacted] experienced, and our regrets that we are unable to offer you a more satisfactory solution to this problem. It is disheartening when our clients feel that we have not met the standards to which we hold our organization and employees, as we attempt to provide the most efficient, quality service available.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

November 30, 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. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding a flight reservation. We understand from Mr. [redacted]’s complaint he is requesting a refund of the change fee for his canceled flights. As previously advised, Mr. [redacted] was aware of the 24 hour free cancelation period for his reservation. We apologize that Mr. [redacted] had poor connection resulting in being unable to cancel his reservation however we are unable to validate any calls that were made into our customer service within 24 hours of his reservation. As no cancelations happened within 24 hours of booking we are unable to refund the customer [redacted] Airlines cancelation fees.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 tickets fare rules the customer agreed to at the time of booking, the tickets were refundable with a cancelation fee of 1500 ZAR  and changeable with a change penalty fee of 500 ZAR per passenger that would be charged. To change the reservation the customer would be responsible for any difference in fare. We utilize a live inventory system for our flight reservations. The inventory is updated regularly as purchases are made and prices change. These updates are directly linked to the vendors availability. We regret if the customer felt the prices were not competitive.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

I've used orbitz before without any issues until this one case. I made a few pay later/pay at hotel reservations with orbitz with the understanding that my credit card would not be charged if I chose to cancel the day before my reservation date by 4pm. My credit card was charged the full amount 2 days before my reservation date. After speaking with orbitz they said they couldn't do anything because they didn't charge me technically. They said that the hotel made the charge. After speaking with the hotel I was told by the hotel manager that [redacted] submitted a prepaid reservation authorized by orbitz. I called orbitz back and they said there was nothing they can do because they haven't charged me. I spoke with my bank and they informed me that the charge was pending and would be disputable if it posts but the hotel should cancel the transaction. According to the hotel they canceled the transaction and the funds would be back in my account in 3 business days. I checked my account 5 days later and saw that the charge posted. After calling the hotel back informing them about the charge they finally explained to me that orbitz uses [redacted] to do prepaid reservations and they submitted my reservation through [redacted] as a prepaid reservation. The hotel manager then further explained the process which is why I wanted to report this issue to see what further steps can be done in order for the damages already done can be addressed. The overall experience was the worst thanks to orbitz customer service staff, supervisors, and the corporate customer service team. As I got passed along up the chain of commands, the more I was lied to and passed along carelessly. The level of respect that I was expecting and hoping to receive seem to fade away quicker the higher the call was escalated. When booking any travel plans, stay far away from orbitz.com as best you can.

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]

July 18, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #[redacted]Dear Revdex.com,Thank you for your response. We have reviewed the documentation/new information [redacted] provided to further address her concerns.As previously advised Mr. [redacted] canceled his hotel reservation under itinerary [redacted] and received a full refund in the amount of $730.80.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. This refund totaled $139.18.In regards to the customers flight reservation under itinerary [redacted], we suggest Mr. [redacted] contact Orbitz customer service number to receive assistance with booking his new flights while utilizing his flight credit with [redacted] Airlines. If there are any complications with locating the flight credit we suggest the customer provide the itinerary number above.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

September 20, 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 Ms. [redacted] did not accept our response and/or resolution offered.Orbitz is responding to the consumer complaint from Laurie [redacted] (Revdex.com case number [redacted]) regarding a hotel reservation. We understand the customer is requesting a full refund of her hotel reservation.As previously advised, as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. We utilize a live inventory system for our hotel reservations. This means our vendors have access to their products and are able to alter their information or pictures as they see fit.Furthermore when our customers act as their own travel agent and book travel on their own we encourage them to carefully review the details of their reservation and hotel reviews prior to confirming the booking. We apologize that Ms. [redacted] was not satisfied with the quality of the continental breakfast, room, and hotel. At this time as Ms. [redacted] was aware of the cancelation and change policies when canceling her reservation we are unable to offer additional compensation.Thank you for allowing us to address this matter further.  As this matter has been resolved and no additional information has been provided, we respectfully request the Revdex.com close this case.Sincerely,[redacted]Tier 3 Customer Service

I booked a flight for my family through orbitz for the first time. After the purchase I happened to scan through [redacted] and found out that they have the same flight that cost about 300 dollars less. I called orbitz to see if they would price match [redacted] and the agent that I spoke to said that he can but it would have to be a credit that would be used toward a hotel booking. So I agreed. Now, recently I called to make a hotel reservation and use the credit like ortbitz promised but to my dismay they gave me the runarounds transferring my calls to other agents who either didn't know what they were doing or I was not really trying to help. Other times I got disconnected. At the end I was told that they could not see in their record the credit that I was referring to. So, all those effort for nothing. Ortbitz is a business that lies and don't take care of their customers. I will be traveling a lot this next two years but orbitz will not be a part of it.

June 6, 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 11453970) regarding a flight reservation. We understand from Ms. [redacted]’s complaint he is requesting a refund for 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.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 20, 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.Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding a flight reservation. We understand from Mr. [redacted] complaint he is requesting a refund or credit for a flight reservation due to extenuating circumstances.Orbitz offers multiple airlines for customers to choose from. Due to specific contracts with certain airlines such as [redacted], Orbitz is unauthorized to access the customers tickets. Since tickets are unable to be accessed they are unable to be changed or canceled. We suggest Mr. [redacted] contact [redacted] directly to request a refund or credit for a future flight 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

May 10, 2016Revdex.comComplaint Department – OrbitzDear Revdex.com,Thank you for taking the time to contact Orbitz, Inc. 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,[redacted]Tier 3 Customer Service

Dear Mr. [redacted],   Thank you for contacting Orbitz. I understand that you are upset that the seat you selected for your trip to Cancun were not confirmed. I appreciate the opportunity to review your account, and respond to you.   Please know, during the...

booking process on the Orbitz site, most airlines do provide us with a seat map so our customers can request the seat they prefer. However, these are requests, and can only be confirmed by the airlines directly.   Mr. [redacted], when you selected a seat on the seat map available on our site, we sent the request to [redacted] Airlines for them to confirm or deny; unfortunately, in this case it seems that they did not confirm the seat requests you had made.   Nevertheless, we understand the frustration this can cause our customers, and as we do value you as a customer, we would like to offer you a future travel voucher for the amount you paid for your seats, $255.20, that can be used on your next Orbitz.com 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 e-mail offering the $255.20 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 e-mail, until March 16, 2017.   Mr. [redacted], if you have any further questions or concerns, please feel free to contact me directly. We appreciate your business, and look forward to serving you in the future with your travel needs.   Sincerely,   [redacted] Orbitz Customer Relations Chicago, IL

Complaint: [redacted]
I am rejecting this response because the response turned out to be untrue.  I should be able to change the ticket as Ms. [redacted] describes, but Orbitz is unable to complete the change.  
After receiving this email, on Jan. 20, 2016, I had a follow-up conversation with an Orbitz representative on the telephone number given.  The first agent tried to change the ticket and was unsuccessful.  She called the [redacted] Agency Help Desk and they said they could not process it and it gave them an error message.  She connected me to the Supervisor who also confirmed I could not change the ticket without buying a fully refundable ticket for approximately $6000.  I requested that she tell me where that restriction was.  She said it was in the system, and had something to do with the return flights no longer being available, which is not true, as they are currently available both on orbitz.com and [redacted] Canada’s website, in the same fare codes as I purchased (I could buy them on Orbitz right now for about the same price I originally paid).  I believe there continues to be a systems issue.  At that point I had been on the telephone, mostly on hold, for 2 hours, and she hung up.
I still request that I either be permitted to change the tickets to the same or a lower fare class, subject to the usual restrictions (same [redacted]line, same destination), pay the [redacted] fare difference plus $230, or they should refund the ticket as it cannot be changed.  I should not be subject to a requirement that I can change tickets only by purchasing up to a fully refundable ticket when the same and many other fare codes are available.  That is not only not disclosed anywhere, but for the second time, Orbitz has refused to tell me why I can only change to a higher fare code when other fare codes are available, where this limitation comes from other than "the system", or what the precise limitations on changing the ticket are.  I think Orbitz has a systems problems that makes them unable to honor the terms of the ticket they sold and should either override they system or refund my ticket.  
Sincerely,
[redacted]

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 because you were not advised you would be charged in USD instead of CAD for your reservation confirmed under record locator [redacted]. I appreciate the opportunity to review and respond to you. On behalf of Orbitz, I apologize for this frustrating experience and any inconvenience this has caused for you. Please know that Orbitz is a US based company; therefore, all the fares on our website are in USD unless otherwise noted. While we understand, some online booking sites have the functionality to provide costs in the currency of the customer’s choice; regrettably, Orbitz.com has yet to add this feature. Our search results, review, confirmations, and fees are all provided in U.S. Dollars. While we expand to regions outside the U.S., we have updated many options and offerings for our customers. However, at this time, Orbitz.com does not provide any functionality in non-U.S. currency. The airline and not Orbitz collects payment for the actual airfare. In some cases based upon the airline and customer banks, the bank may collect conversion fees. These charges are not included in our quote, nor are they within Orbitz control. I also show the credit card you used to confirm your booking had a Canadian billing address. There can be a difference in the amount charged once converted to the currency used by your credit card company.  After reviewing your account, I do show the reservation was canceled. [redacted], I do see you are a loyalty member with a current balance of $0. In the appreciation for your continued business and support, I have placed $50 loyalty points in your account. Our Loyalty program is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needs. The points are available for you to use immediately toward a prepaid qualifying hotel booking. [redacted], thank you for allowing me to review this with you. Your business is truly valued, and we hope to have an opportunity to serve you in the future with your travel planning needs. Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

Dear [redacted],
Thank
you for the quick response. Please know I was able to get approval from the hotel
to process a refund. They agreed not to charge Orbitz, so I have refunded
$395.37 to the Master card ending in [redacted]. This should post to the account
within 3 to 5 business days.
Sincerely,
[redacted]
[redacted] Orbitz
Customer Relations Chicago,
IL