Orbitz

Complaint: [redacted] I am rejecting this response because:There were two important facts that were not accurately stated in the response. 1) On June 25 after receiving booking confirmation from Orbitz, I received a call from a lady who directly asked for credit card information. The lady failed to prove her identity as Orbitz agent so I told her I would call back. I did call back immediately and called again the day after within 24 hours of booking. Both agents confirmed the ticket was successfully booked. Then after about one week, I received an email saying the ticket was canceled without a reason. It was totally unexpected. So I had to call Orbitz again and understand why.2) I did not decline the offer from Orbitz. instead, the offer was made by one agent and backed out by another one. The story was, after I received the cancellation, I called Orbitz. One Orbitz agent offered me an alternative ticket with one stop. She told me the original non-stop ticket I bought has a price increase and it's beyond her authority to cover the price difference. To have someone with higher authority review the case, I had to escalate the claim. When I talked to the manager, he backed out the one-stop flight offer and refused to work on any solution. Thank you for your time. Sincerely, [redacted] ***

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 customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding a flight reservationWe understand from the customers complaint she is requesting the ability to use her flight credit.Our records indicate on April 27, the customer self-booked a round trip flight for two travelersThe flight reservation was operated by [redacted] with flights departing on June 13, San Francisco, CA to Kahului, HI on June 20, 2016.As of May 13, the customer called Orbitz customer service to change the flight dates to departing on August 24, and returning on August 31, The new flights that the customer chose had a fare that was lower than then the original fareThis caused the customer to retain a residual credit of $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 providersBased 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 attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted] Tier Customer Service

Complaint: I am rejecting this response because: Orbitz is profiting from their sub par website mistakes Orbitz (and their competitors) offer discount to book vacation packages Because of the website glitch, I was forced to book these separately and was not able to get the packaged discount In addition they voided the original $promo code that was used at the time of booking Another profit by Orbitz Orbitz offer me a $voucher on future travel which is essentially nothing since $promo codes can be found often for this website I would like to get some sort of discount on my current travel (not on upcoming travel) Please have faith if you make this right I would continue to use your service Sincerely, Henry [redacted]

Orbitz charged us $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: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!

Complaint: [redacted] I am rejecting this response because:Re: Complaint ID # [redacted] Dear Sir or Madam, the respond from Orbitz is not acceptable since I tried twice to contact them with the cancellation on Monday, October The first time they simply hang up on me after listening for my requestSecond time they took my phone number as they told me that there is a bad connection but never called me backMoreover when finally I got in touch with one of their representative and was informed that it is already beyond hours so they can cancel the reservation ($fee) or re-book the tickets with proper date with much smaller feeI requested to re-book but their representative told me that the cost went sharply up and I need to pay over $3,more than originally paidI verified on another travel site (the [redacted] and the tickets were sold at exactly same priceHowever the Orbitz representative refused my comments and the price from [redacted] as a referenceTherefor 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 amountIf the Orbitz need a proof of the purchase I am gladly going to provide them with it Sincerely, [redacted]

So, [redacted] is threatening to cancel [redacted] return flight home because he won't be on the outgoing flight even though I have notified them that he is NOT a no show and will be on the return flight homeI'm not asking for a refund or for them to make any changes--just notifying them, but they will still cancel it....***?? Nice of @ [redacted] to threaten to have a MINOR be stranded in DenverNow, I have been on hold with Orbitz Flights, Hotels, Cars for minutes while they try to make sense of itSeriously...just dead air for minutesDo you think they forgot about me?

Complaint: [redacted] I am rejecting this response because: the answer was not adequate or accurate I logged out of Orbitz after getting to the end and the system would not process my purchaseThe price never changed on the screenAfter making multiple attempts, I then called Orbitiz directly and was told that I was selecting a very popular round trip flight and there were only seats left, so if I wanted the flights I could pay a higher fare over the phoneThe higher fare never was reflected that evening on the Orbitz website.it would have been different if I just happen to be purchashing the tickets while the price was increasing, but the price on line didn't increase, that is my issue.Thank you Sincerely, [redacted]

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 customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservationWe understand from Ms [redacted] ’s complaint she is requesting a full refund of his flight reservation.Our records indicate on April 3, 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, when the customer called Orbitz to receive assistance refunding the additional expenses sustained after purchasing new ticketsAt that time our corporate agent refunded the difference between what the customer agreed to pay when initially exchanging the ticket on April 10, and what she paid at the ***port due to the tickets not being successfully exchangedThe total amount refunded was $4,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 attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] Tier Customer Service

Initial Business Response / [redacted] (1000, 5, 2014/06/03) */ Dear Mr [redacted] The Revdex.com has shared your recent correspondence pertaining to the package booking and compensation due to errorsI appreciate the opportunity to review your account and respond to your concerns From your complaint, you booked an air, hotel and car as a package on April 16, for a departure on May 23, This issue was the car and hotel reservations; the car reservation was not honored, and the hotel booking could not be located at the hotelYou are asking for a refund of the car, insurance and additional car related bookings due to the errorFurthermore; 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 information made available on the website All vehicle type listings, rates, and availability found on the Orbitz.com website, as with any Internet travel website, are provided and maintained directly by the individual car rental companyAs a website, we display to our customers, the information that is provided to us from the specific rental-car providersWe certainly apologize for any misunderstanding that you may have had with the cost of the vehicleHowever, we feel that Orbitz properly disclosed the terms and conditions of the sale during the booking process On your behalf, I have voiced your feedback to the Car services groupThey will contact the rental company to review the complaintOur hope is that this valued criticism will allow them an opportunity to adjust their information and modify how their company's policies are presented before the public Feedback such as yours is critical to the operational side of our business; I thank you for bring this matter to our attention According to my research, Orbitz has refunded the original car payment to Dollar; this was processed on May 27, in the amount of $ Due to the circumstances, I am willing to review the receipts for the additional car expensesIf you can forward a copy of the receipt along with any documentation regarding the travel insurance as I would need to verify if insurance was used for the new car rental We take our customers' comments very seriously, and I thank you for your honest feedback Ms [redacted] we thank you for bringing this matter to our attentionYour business is truly valued, and we hope you will provide us with a future opportunity to serve you with your travel planning needs Sincerely, [redacted] Orbitz Customer Relations Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/06/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I want reimbursement for [redacted] car rental for compensation of the screw-up Final Business Response / [redacted] (4000, 13, 2014/06/23) */ Dear Ms [redacted] Thank you for your continued correspondence to Orbitz I have received your fax regarding the additional costs of the car with [redacted] as the Dollar agency could not provide service Per my previous email, I will honor the claim and refund the amount of $to the card ending in [redacted] This will process today, June 11, Please allow 3-days for the credit to appear on your statementThis will appear as an Orbitz credit, not [redacted] This, however, is all the compensation which Orbitz will offer Ms [redacted] thank you for allowing me to assist you in this matterAgain, I do apologize for the error and your continued frustration Sincerely, [redacted] Orbitz Customer Relations Final Consumer Response / [redacted] (3000, 11, 2014/06/18) */

Dear Mr [redacted] , Thank you for contacting OrbitzI understand that you are upset that the seat you selected for your trip to Cancun were not confirmedI 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 preferHowever, 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 bookingOur 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] reference case number [redacted] and my e-mail offering the $future travel voucher in your requestOrbitz will then issue a credit to the card used for the new bookingThis offer is valid for one year from the date of this e-mail, until March 16, Mr [redacted] , if you have any further questions or concerns, please feel free to contact me directlyWe appreciate your business, and look forward to serving you in the future with your travel needs Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

December 31, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted] Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding a hotel reservationWe understand from the customers complaint they are requesting a full refund of the canceled reservationOur records indicate on November 28, the customer self-booked a hotel reservation for two travelersThe customer purchased a two night hotel reservation at [redacted] Pocono Mountains, PA, checking in on December 21, 2016, and checking out on December 23, 2016.We can confirm that the customer canceled the reservation online using our self-service toolsOrbitz 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 providersBased on the cancellation and change policy agreed upon by the customer at the time of purchase, “Cancellations or changes made before 4:PM local hotel time, Sunday, December 18, are subject to a hotel fee equal to 30% of the total amount paid for the reservation.”As the customer requested a full refund of the reservation on December 31, Orbitz reached out to the hotel to advocate on behalf of the customerAfter speaking to the front desk agent they advised that due to the customer canceling the reservation within a few minutes of making the reservation they will authorize a full refund of the reservation.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 usSincerely, [redacted] Tier Customer Service

July 18, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted] Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding a flight reservationWe understand from Mr [redacted] complaint he is requesting a refund or credit for a flight reservation due to extenuating circumstances.Our records indicate on May 2, the customer self-booked a one-way trip flight for two travelersThe flight reservation was operated by [redacted] , with flights departing on July 8, from Huatulco to Mexico City.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 providersBased on the fare rules the customer agreed to at the time of booking, Orbitz is unable to handle any cancellations or changes for [redacted] flightsAs the tickets are non-refundable, we are unable to provide a refund of the reservationWe 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 attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted] Tier Customer Service

August 22, Revdex.com Chicago & NIllinois Complaint Department Re: Orbitz Case: [redacted] Dear Revdex.com, Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youWe understand from Mrand Mrs [redacted] that on August 8, 2017, they attempted to book flights at $from Orlando, Florida to New York, New York for travel on February 25, The booking could not be completed at the timeMrand Mrs [redacted] are requesting that Orbitz honor the price that they viewed August 8, We regret that Mrand Mrs [redacted] experience with Orbitz was not to their satisfaction; however, please be advised that Orbitz uses a real-time reservation database used by travel agents worldwide, listing actual ticket prices, hotel and car availabilityIn other words, rates are subject to change and are only certain upon purchaseAgain, we thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] Corporate Correspondence Team

Complaint: [redacted] I am rejecting this response because:"We are responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] " and "Upon receiving the Revdex.com complaint, we tried to call [redacted] to speak to her directly, to contact the airline to see if they would provide other options."To my knowledge, these statements are untrueI have received no calls other than personal contacts within this time frameThey have not reached out in any formAll contact has been me making the contact"All our agents who handle English speaking customers speak English fluently, and often speak multiple languages as required for their job positionsWith respect, all persons sound as though they have an accent when speaking to any other person from a different regionIf one agents accent is difficult for a customer to understand transfer may be requestedWe have agents in multiple regions."I asked on each occasion to be transferred to a different regionI was told that it was impossibleEach time that I called, I was routed to Indian speakersThis dialect of English is difficult to understandBecause of the way that they handled English, which isn't their first language, I could not ascertain if I was communicating, meaning being understoodI know that I had difficulty understanding themOrbitz has not tried to contact and that is why I have reached out to Revdex.comIt is a company which I will choose not to use in the future[redacted] Sincerely, [redacted] ***

August 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 Ms [redacted] did not accept our response and/or resolution offered.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 providersWe utilize a live inventory system for our hotel reservationsThis 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 ton their own we encourage them to carefully review the details of their reservation prior to confirming the bookingAt this time as Ms [redacted] was aware of the cancelation and change policies when canceling her reservation we are unable to offer additional compensation.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted] Tier Customer Service

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

November 21, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case # [redacted] Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservationWe understand from the customers complaint she is unhappy about the price increase experienced while attempting to book a reservationOrbitz 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 providersWe utilize a live inventory system for our flight reservationsThe inventory is updated regularly as purchases are made and prices changeThese updates are directly linked to the vendors availabilityWe regret if the customer felt the prices were not competitiveAirfare is only guaranteed once the purchase has been completed and the tickets have been issuedOrbitz is unable to alter the airlines rates to reflect the price that was first displayed to Ms [redacted] .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 Customer Service

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 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 $dollar fee When I spoke with the agent to inquire about the cancellation fee he said the company would respond in hours, I called days later I was told it would take another week which is unacceptable Sincerely, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] The resolution is not satisfactory but have choosed to accept it none-thelessI disagree that it took as long as it did for the reasons you citedI doubt all the online similar complaints were because of the same circumstancesGiven that others have had similar issues and you stick to your byline this going back and forth seems futile and a waste of more timeI wish your company nothing but karmaGood luck Sincerely, [redacted]

Re: Orbitz Case #: O- Dear Revdex.com, Thank you for taking the time to contact Orbitz, Incregarding 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, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Orbitz, Incis responding to the consumer complaint from Dr [redacted] (Revdex.com case number [redacted] regarding a refund request for flights he was not allowed to board due to a lack of proper travel documents Our records reflect on October 16, Mr [redacted] accessed Orbitz.com and self-booked Itinerary # [redacted] for round trip flights departing Chicago, IL October 22, for Delhi, India and returning October 23, Orbitz is not a travel agency and serves only as a third-party booking intermediary Orbitz does not own or operate any of the travel service providers available for booking through our websiteWe do not control any terms or requirements set by the vendors, or the government or national agencies they must comply with Orbitz does not provide advice on rules or laws pertaining to Visa and Passport requirements Our website Terms of Use is clear that the responsibility for having proper documentation for travel lies with the customer and that using Orbitz.com to book travel constitutes agreement that customers accept all stated terms Following is a link to the online Terms of use and we are providing the section specific to International Travel document responsibilities http://www.Orbitz.com/p/info-other/legal.htm Orbitz, IncWebsite Terms of Use This Website is offered to you conditioned upon your acceptance without modification of all the terms, conditions, and notices set forth below (collectively, the "Terms of Use” or "Agreement")Please read these Terms of Use carefully, as they contain important information about limitations of liability and resolution of disputes through arbitration rather than in courtYou should also read our Privacy Policy, which also governs your use of the WebsiteBy accessing or using this Website, booking any reservations for travel products or services on this Website, or contacting our call center agents, you agree that the Terms of Use then in force shall applyIf you do not agree to the Terms of Use, please do not use or book any reservations through this Website or our call center agents INTERNATIONAL TRAVEL You are responsible for ensuring that you meet foreign entry requirements and that your travel documents, such as passports and visas (transit, business, tourist, and otherwise), are in order and any other foreign entry requirements are metOrbitz has no special knowledge regarding foreign entry requirements or travel documentsWe urge customers to review travel prohibitions, warnings, announcements, and advisories issued by the relevant governments prior to booking travel to international destinations [redacted] ***: You must consult the relevant Embassy or Consulate for this informationRequirements may change and you should check for up-to-date information before booking and departureWe accept no liability if you are refused entry onto a flight or into any country due to your failure to carry the correct and adequate passport, visa, or other travel documents required by any airline, authority, or country, including countries you may just be transiting throughThis includes all stops made by the aircraft, even if you do not leave the aircraft or airport As Orbitz is clear that the responsibility for understanding the travel documents needed rests with the individual traveler, we do not assume any costs associated with travel loss due to missing or incomplete documentation 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