Orbitz

December 28, 2016
 
0in 0in 0pt">Revdex.com
Complaint Department - Orbitz
 
Re: Orbitz Case #: [redacted]
 
Dear Revdex.com,
 
Thank you for taking the time to contact Orbitz regarding an issue from our customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Orbitz is responding to the consumer complaint from [redacted] (Revdex.com complaint #[redacted]) regarding the best price guarantee refund request. 
 
Our records show on November 14, 2016, Mr. [redacted] self-booked an Orbitz.com hotel reservation via booking number [redacted] in the amount of $5.06 with a check-in date of November 17, 2017. We understand from the customer’s complaint, he found a lower price and a best price guarantee application was submitted. Mr. [redacted] also stated Orbitz is not complying with the best price guarantee rules and is requesting a refund of the price difference and the $50 Orbucks to be placed on his account.
 
Upon researching Mr. [redacted] complaint we can confirm on November 14, 2016 a Best Price Guarantee was denied due to Orbitz’s representative inability to verify the lower price submitted by the customer. As per the Hotel Price Guarantee terms and conditions, lower price needs to be verified live by one of our representatives and lower price itinerary must much apples-to-apples, meaning hotel, room type, discounts and cancelation policy have to be identical.
 
Orbitz hotel price guarantee’s terms and condition on our website also state, in order for a refund of the difference for an approved claim to be paid, travel must be completed and if customer qualifies for the $50.00 Orbucks credit, it would be provided within 3 to 4 week after travel is complete. At the time the claim was submitted, Mr. [redacted] travel was not completed. Based on the information provided above, we are unable to honor Mr. [redacted] best price guarantee refund request.
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
 
[redacted]
Corporate Customer Service

Initial Business Response /* (1000, 5, 2014/03/14) */
Dear Mr. [redacted]
The Revdex.com has shared your recent correspondence pertaining to the payment issues you encountered when arriving at the Red Roof Inn Aberdeen. I appreciate the opportunity to review your account and...

respond to your concerns.
Please know that when a prepaid hotel booking is confirmed via the Orbitz website, the hotel will charge a credit card provided by Orbitz for your stay. We certainly apologize for any confusion with how to process the payment, but the hotel already charged your stay to our credit card and an authorization code given. This information was faxed to the hotel by our agent to clear up any misunderstandings.
Nevertheless, due to the inconveniences you encountered, we would like to offer you a $50 promotion code on your next Orbitz.com prepaid hotel booking. Our promotion code 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 redeeming the promotion code:
Your promotion code is [redacted] and is valid in the amount of $50.
When you make your next hotel booking on Orbitz.com, on the homepage, please add the promotion code in the space provided. This amount will be instantly deducted from the total cost of your booking.
Below are the Terms and Conditions associated with the Promotion Code:

The Unique Promotion Code (UPC) is valid on qualifying prepaid hotel bookings. Unique Promotion Code is valid for one year from the date of issue.
The value of the hotel booking must be greater than the value of the promotion code.
Use of the Unique Promotion Code nullifies the eligibility for the Best Price Guarantee Program.
Mr. [redacted] Orbitz values your business, and we look forward to serving you with your future travel planning needs.
Sincerely,
[redacted]
Orbitz Customer Relations

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]

March 30, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: S-[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 Mrs. [redacted] complaint she is unhappy with the changes that were made to her flight reservation. On March 29, 2016, we contacted Mrs. [redacted] to acknowledge receipt of the Revdex.com complaint but were but were unable to reach the consumer.The customer self-booked a flight reservation with an Orbitz customer service agent. The flight reservation was operated by [redacted] Airlines, with flights departing from Chicago to Naha on March 25, 2016, and returning on April 4, 2016.On March 29, 2016 Orbitz contacted [redacted] Airlines and spoke to a representative who was able to verify that the customers return flights are confirmed for departing from Naha on April 2, 2016 and arriving in Chicago, IL on April 3, 2016. If the customer needs further assistance please contact our customer service. Our agents are available to assist 24/7.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],
Roman","serif"; font-size: 11pt;">The Revdex.com has shared your recent correspondence pertaining to your refund request in the amount of $2,334.80, stating you attempted to cancel your flight reservations within 24 hours of the initial booking. On behalf of CheapTickets, I apologize for your disappointing experience, and appreciate the opportunity to review your account and respond to your concerns.
Upon reviewing your account, we were able to confirm that on February 5, 2016, you contacted [redacted] to cancel your flight reservations for a full refund, stating you were unable to get through to an agent the previous day to cancel within the 24 hours cancellation period. At that time, it was advised that the tickets were non-refundable and non-transferable, as they were no longer within the 24 hour void period the full terms and conditions agreed upon at the time of booking would now apply to any cancellations or changes.
On February 6, 2016, we were contacted again to request a refund. At that time, the assisting representative advocated on your behalf with both [redacted] Airlines and [redacted] Airlines, who declined to offer a waiver to refund the non-refundable flight reservations.
The following terms and conditions are applicable to the customer reservations and were agreed to at the time of booking:
•              Tickets are non-refundable and non-transferable.
•              For changes there is a $200.00 per person change fee per airline, plus any increase in airfare that will apply at the time of rebooking.
•              For cancellations the customer will have one year from the original ticket issue date to complete their travel reservations.
As a travel agency, [redacted] is required to follow all airline rules and restrictions associated with each booking.  Each airline has its own specific set of policies and procedures, as does each ticket purchased or package reserved.  [redacted] Airlines and [redacted] Airlines are the operating carriers and merchants of record (the entities that received your funds and the companies that charged the credit card). The change fees and increases in airfare are set and collected by the airlines. 
Mr. [redacted], your concerns have been given every consideration, but we are unable to grant your refund request.  We understand this is not the response you were hoping for, but we do hope that we have a future opportunity to serve you in the future.
Sincerely,
[redacted] Customer Relations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11150276, and find that this resolution is satisfactory to me.
Sincerely,
David [redacted]

Dear Mr. [redacted]

0pt;"> 
The Revdex.com has shared your recent correspondence pertaining to Orbitz confirmation numbers - [redacted] & [redacted].  I appreciate the opportunity to review your account and respond to your concerns.
 
Upon reviewing your account, I do show that you confirmed four hotel bookings with Orbitz for August 25 at ** Cancun - All Inclusive. However, you were contacted by ** Cancun on May 13, 2016, that the hotel was under construction and was not able to honor your bookings. Please know that at the time your reservation was made the hotel was not scheduled for any construction.
 
At Orbitz, we understand the importance of notifying our customers of any changes that occur to your hotel booking. Upon reviewing your reservation, I do show that you were given similar alternate options.
 
Your three options are –
 
Option # 1 – Paradisus Playa Del Carmen La Esmeralda located in Playa Del Carmen, Mexico. This property is considered an upgrade because this is a new hotel with more restaurants than ** Cancun with many different facilities.
 
Option # 2 – Paradisus Cancun located in Cancun, Mexico.  The property has received Four-Diamond honors since 2006 by [redacted].
Option # 3 - Cancellation without penalty.
 
Mr. [redacted] both the hotel options are similar properties with higher star ratings and sa** amenities as ** Cancun.  As with airlines, hotels are also subject to relocate customers under unforeseen circumstances as in your case.  Please understand ** Cancun made the decision to close the property due to construction and this was not Orbitz’s decision. 
 
Furthermore, I found that you requested a higher priced option due to the hotel’s issues. You have the option to book your preferred the property.  However, you will have to pay the price difference since ** Cancun has offered alternate properties that are sa** or above the star rating of ** Cancun. Orbitz is not in a position to pay for the price difference, because of the options provided by ** Cancun.  Please know that ** Cancun is not an Adult’s only property and that your property choice of Vine by Secrets is higher category property, and the rate was higher even at the ti** you made your original booking.  Furthermore, Vine by Secrets is not associated with Melia properties.
 
Mr. [redacted] if you can please advise your preference from the above three options provided, I will be happy to assist with your bookings. Please know that Orbitz was doing all possible to assist with your bookings.
 
We certainly regret your disappointment in our services, but we were making every effort to assist with your requests. 
 
Sincerely,
 
[redacted]
Orbitz Customer Relations
Chicago, IL

Dear Mr. [redacted],   The Revdex.com has shared with us your correspondence regarding your recent experience with Orbitz. It is my understanding you are requesting a refund for your vacation package to Miami with Orbitz booking number [redacted] due to a death...

in your family. I appreciate the opportunity to review your account and respond to you.   On behalf of Orbitz, I would like to express my deepest sympathies for the loss of your loved one.   Please know I have contacted both [redacted] and the [redacted] Tampa Downtown and both suppliers have authorized a full refund for each reservation; therefore, a refund in the total amount of $240.05 has been processed to the original form of payment. The amount will reflect on your balance within 3 to 5 business days. Mr. [redacted], if you have any further questions or concerns, please let me know. We appreciate your business and hope you will continue to use Orbitz in the future for your travel needs. Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

Complaint: [redacted]
I am rejecting this response because: To quote Orbitz "Unfortunately, customers
are unable to review the actual amounts during the booking process; only after
the booking is complete, and the confirmation email is generated with the
service fee amount to be advised,"  So the fee is not disclosed until it is too late to book elsewhere and avoid paying the fee.
Orbitz also said “Most airline tickets
purchased on Orbitz.com do not include a service fee. Certain tickets carry a
fee ranging from $6.99 to $25."  For my transaction their fee was more than the $25 maximum they claim,  I was charged a fee of $43.98
I am seeking a refund of the $43.98 fee.
Sincerely,
[redacted]