Orbitz

Initial Business Response / [redacted] (1000, 5, 2015/09/01) */ Dear Ms[redacted] The Revdex.com has shared your recent correspondence pertaining to your hotel booking I have reviewed your reservation history to better understand the nature of your concernsYou had a reservation at the Sandos Finisterra Los Cabos All-Inclusive Resort for September 11, that was booked for one person instead of two people; however, you were only charged for one personFurthermore, you called soon after you received your email confirmation you contacted Orbitz Customer Service to make the change and was told to cancel your booking and rebook it for two peopleI apologize for any inconvenience this may have caused Nevertheless, I see that your reservation has been cancelled and the refund will process in to business day depending on your bankPlease understand that if the booking was made thru Orbitz or another agency the refund timeframe would be the sameAlso I found that you used Orbucks for your purchase, please know that your account has been credited in the amount of $Furthermore, for the inconvenience Orbitz Customer Service issued you a voucher Ms[redacted] thank you for bringing this matter to our attentionWe value your business, and hope you will provide us with a future opportunity to restore your confidence in our products and services Sincerely, [redacted] Orbitz Customer Relations Chicago, IL Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) By simply issuing a refund 7-business days prior to departure, there is a chance I will not be refunded in time to actually go ahead and re book before we leaveThat is unfair and again not my faultWhen I clicked search it was for two people not for oneYes the refund time frame may be the same if booked through any other company as well but I more than likely would not be going through this with any other companyI have never experienced such incompetence with ExpediaAnd leaving it to hope the refund is returned in time for my trip is a joke

April 11, 2017Revdex.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.We apologize for any inconvenience this lapse in time may have caused Ms [redacted] We would also like to apologize for the customer service issues Ms [redacted] experienced in trying to obtain confirmation of her reservation.Per the customers response we are able to confirm that the that the customers mother did not miss her flight and the tickets were eventually correctedDue to this no additional compensation can be provided.We thank you for allowing us to address this matter furtherIf 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 am a non-smoker. I was not smoking. What evidence are they providing of this? My original complaint addressed not only this bogus smoking charge but the shabbiness of the hotel room. After making several complaints to the front desk about the smell of stale cigarette smoke and stained carpeting and drapes, the Hotel replied by issuing me a smoking penalty. I stand by my original demand: refund of hotel fees and smoking penalty. Sincerely, [redacted]

December 13, Revdex.com Orbitz Complaint Department Re: Orbitz Case #: O-Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from Michael BeaulieuWe regret to hear Michael Beaulieu did not accept our response and/or resolution offeredWe contacted the hotel and were advised the reservation was used; as a result we cannot honor a refundAs previously mentioned we send the reservations over to the hotel after the booking is complete we are unclear why this particular hotel had a problem locating the reservation in this situationThank 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 Regards, Kiki Ramsey Corporate Customer Service

Cunsumers, beware of an innovative scheme that Obitz uses to scam you, probably without you even being aware of it! The following is what happened to me just last month, March 2015: After comparing prices on three websites, I selected some air tickets on OrbitzThe advertised price was $so I began the booking step by stepWhen it was time to pay, the price suddenly became $638.00, with no explanation, no warningI was very confused and puzzled, and "stupid", thinking that the extra was for taxesA few days later, I realized that was a fraud! In one word, Obitz uses the advertised price as a "bait", once you are in the process of buying, they would charge you a lot more than the price listed! Most consumers are probably as unsuspecting as I was, so they can take us for a ride and get away with it !!! I have communicated with Orbitz about this incidentThey refused to admit any wrongdoing, saying their investigation found no "error" in this caseOf course, it was not an error for themI am afraid their system has been designed in such a way so that they can do what I described above I sincerely hope other consumers will NOT make the same mistake that I madeDo not be too trusting of Obitz! Check the final price charged carefully and if the price has been raised, stop, and go to another website!

Initial Business Response / [redacted] (1000, 5, 2015/06/16) */ Dear Ms [redacted] The Revdex.com has shared your recent correspondence pertaining to the cancellation policy associated with your reservationI appreciate the opportunity to review your account and respond to your concerns We certainly regret to hear of your disappointment in our services; however, as a travel agency, we are required to follow all of our suppliers' rules and restrictionsIf you would like to provide the Orbitz record locator associated with the specific reservation in question, I will be happy to review this issue further on your behalf Ms [redacted] thank you again for the opportunity to address your concerns Sincerely, Charlotte [redacted] Orbitz Customer Relations

Dear Ms [redacted] The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you furtherI am unable to locate your account with the email address used to forward your correspondenceIf you would please forward me the Orbitz record locator and email address associated with the account, I will be happy to reviewThank you, Luisa [redacted] Orbitz Customer RelationsChicago, IL

Complaint: [redacted] I am rejecting this response because: I was refunded a total of $I did not receive ANY travel vouchers and when I inquired about one I was total I was refunded and there was no travel voucherI can show documented proof of only being deposited into my accountI will be filing in Small Claims court Solano County on 07/20/@ 10:00AM PST Sincerely, [redacted]

October 3, 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 Ms [redacted] complaint she is requesting a full refund of her flight reservation.Our records indicate that on March 28, the customer self-booked a package reservation for two travelersWithin the reservation the customers flights were operated by [redacted] Airlines, departing from Little Rock, AR to Punta Cana on August 30, and returning on September 4, 2016.From time to time and for a variety of reasons, airlines issue schedule changesWe understand that these changes can be inconvenient, time consuming and not customer friendlyHowever, 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 [redacted] Airlines was the operating carrier and merchant of record for the customers departure flights (the entity that received the funds) on this itineraryOrbitz has no control over when, or how often, airline initiated schedule changes occurOrbitz cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies.On June 19, the customer contacted our customer service department for assistance canceling these flightsOur records reflect that the agent was able to cancel and refund the customers flight reservation in fullThe time it takes the refund to post to the customer’s account depends on the time it takes the airlines and the customer’s credit card company to process refundsOn October 3, Orbitz reprocess the refundBy doing this we have expedited the time it will take to reach the customers card.We apologize for any inconvenience this lapse in time may have caused Ms [redacted] We would like her to know that every reservation is important to us and our main goal is to provide a smooth and pleasant experience to our membersWe appreciate her thoughtful commentsWe rely on customers like Ms [redacted] to provide us with the information we need to continue improving our services.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

October 27, Revdex.com Orbitz – Alaska, Oregon & Western Washington 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 youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com complaint [redacted] ) regarding a refund request for an airline reservationOn March 18, 2017, Ms [redacted] booked two one-way ticketsThe first ticket is scheduled on [redacted] Airlines from Dallas to Fort Myers on November 21st, 2017, and the second ticket was scheduled with American Airlines from Fort Myers to Dallas on November 25th, The amount paid for the first ticket was $The amount paid for the second ticket was for $Ms [redacted] also purchased travel insurance which can be used in case of a qualified reason, which she was explained does not qualify since the reason for her change at that time was a change in plansMs [redacted] called Orbitz twice on October 14, The first call she was on dropped through no fault of the customer or the agentOn the second call Ms [redacted] was asked to hold for two minutes while the agent reviewed the reservation detailsMs [redacted] did not hear the agent and kept talking believing the agent was on the lineWhen the agent came back on the line Ms [redacted] explained that she was moving to Florida and would not need the ticketMs [redacted] asked if she could be refunded for the tickets however these are non-refundableMs [redacted] also asked if she could transfer a ticket to her brother, this is also not possible because neither ticket is transferableMs [redacted] is now requesting a refund of her tickets in the total amount of $508.75USD plus the amount paid for the insurance $36.00USD (total $544.75)Upon researching the customer’s complaint, we can confirm that Ms [redacted] was made aware on October 14th, 2017, that no refund could be provided and that the tickets are also non-transferable to another personMs [redacted] was advised that she could cancel the flights on the reservation before November 21st, 2017, and keep flight credit after paying the change fee on each ticketMs [redacted] was advised one of the change fees is $200.00USDIn case Ms [redacted] would like to exchange the tickets as mentioned, she will need to contact Orbitz by phone to provide the details of travelWe would also like to add that during the call Ms [redacted] mentioned she would “have to bite the bullet on this one”, meaning she understood if she did not use the tickets they would be considered lost valueOrbitz’s goal is to provide an exceptional customer experienceAs you may know, Orbitz.com acts as an independent agent for reservations for airlines, car rental companies, and hotelsWe are unable to change rules imposed by the airline or provide credit for the value of a ticket or tickets that will not be usedWe do regret any inconvenience Ms [redacted] has encountered in resolving this matterBased on the information provided above, Orbitz considers this matter closedSincerely, [redacted] Tier Customer Service

Dear Mr. ***,The RevDex.com has shared your recent correspondence pertaining to not being able to reserve the property chosen for your travel to Bogota. On behalf of Orbitz, I apologize for any inconvenience this has caused, and appreciate the opportunity to review... your account and respond to your concerns.At Orbitz, we make every effort to confirm all of our customers’ choices throughout each booking process. However, there are circumstances that can arise to prevent a booking from being confirmed, and we are unable to guarantee a reservation until it has been confirmed. Mr. ***, we certainly apologize that we were unable to confirm your booking, and any inconveniences this has caused. Due to your disappointing experience with our Customer Service Center I have issued $50 in Orbucks to your account for future use, but we are unable to redeem Orbucks towards a reservation that we were unable to confirm. Thank you for the opportunity to address your concerns. We do appreciate your business, and hope that we have a future opportunity to serve you.Sincerely,Charlotte [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] ***

Revdex.com: I want to make sure that I am reading this correctlyYou will pay for one night $and you will throw in the $300voucher and have it put back into my credit card? If this is correct then I will accept I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, Ruben [redacted]

Complaint: [redacted] I am rejecting this response because: I also contacted [redacted] and was informed that my fee for airport pickup was non refundable due to late notice but I would not be charged for the shuttle service back to the airport I spent over hrs on the phone with orbitz staff trying to get my refund back for hotel minus night stay penalty and my cost for shuttle service back to the airport I sent my phone records along with email from [redacted] to CEO and other top management staff and got no response what so ever Worst company I have ever done business with The back and forth with phone calls with customer service is just unreal! I have NEVER had this much stress with a company in my life Check the records of how long I was put on hold and told to call back later just to get my money backWhat a joke Sincerely, [redacted] ***

I purchased a round trip ticket with OrbitzI wanted to upgrade my seat class and the airline said I needed to contact Orbitz since I purchased the ticket through themI called the first time asking the gentleman and he advised me that it would be a $5000+ difference I would have to payThat is just absurdHow did the representative come up with $5000? I even repeated the number to him because I was so shockedAnyway, I decided maybe ill return my ticket and purchase it through another companyI called back and I spoke to this lady and I asked her (out of curiosity) how much it would be to upgrade my seatShe told me $900+Totally different number from the last guyShe also informed me that my ticket was non-refundable but I will get a credit back from Orbitz to use within a yearSo I told her that I would need to think about that and give them a call backSo while I was thinking it over, I went on Orbitz.com and saw my same flight in a Premium Economy class for a $differenceHow did the two representatives give me such a large difference? I called back the third time and spoke to another woman who informed me if I refunded my ticket, I would have to pay $But then she told me that it was fine if I wanted to upgrade my seat but I would have to pay a $penalty for changing my flight plus the $differenceUnfortunately, while being on hold, her line disconnectedNo phone call backI mean, how am I getting so many different answers! Just unacceptable at this pointI am extremely frustrated and I wrote an email to Orbitz customer careI got an email back pretty much like " Sorry and we will pass the message along"No phone call from anyone to help me solve my issuesJust a lame emailI am not asking for a credit or anythingJust someone who is well informed who can help me make the necessary changesSome of the Orbitz representatives obviously need extra trainingThat was just ridiculousWasted an hour calling, being put on hold, and not getting what I needed to get doneGreat job Orbitz

Complaint: [redacted] I am rejecting this response because: The entire matter was caused by Orbitz representatives, the investigation process resulted In favoring Orbitz, however Orbitz lied to protect themselves and not have to reinstate my ticketI ended up paying more money to travel to my destination I do not accept the response Sincerely, [redacted] ***

May 19, 2016Revdex.comComplaint Department – OrbitzDear 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 their reservationsAs of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe 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 attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us.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

Complaint: [redacted] I am rejecting this response because:I didn't ask for a refund from the airlines,as the service was not as agreedOrbitz and not the airlines should provide someway of compensation for the inconvenience.I can tell from the reply that Orbitz is not willing to offer anything Sincerely, [redacted]

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] ***

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 directlyAs the tickets are non-refundable, Orbitz is unable to provide a refund of the reservation.Our records indicate on June 15, the customer purchased “Orbitz Flight Protection Basic (Domestic 48)”Per the customers complaint he is requesting a refund due to purchasing travel insuranceIf 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:AM - 10:PM ET, Monday - Friday; 9:AM - 5:PM ET, Saturday.We thank you for allowing us to address this matter furtherIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] Tier Customer Service