Orbitz

Dear Mr [redacted] , The RevDex.com has shared your recent correspondence pertaining to your refund request on Orbitz locator [redacted] due to a death of a family member I appreciate the opportunity to review your account and respond to your concernsUpon reviewing Orbitz locator [redacted] , I do show a hotel reservation was reserved on January 17, at the [redacted] District via our online services The booking confirmed was a nonrefundable rate for a chedate of February 27, for two nights Upon further review of your booking, I do show that you contacted us on January 20, requesting to change to a different hotel property It was advised that the booking confirmed was associated with a nonrefundable rate, but our agent contacted the property on your behalf to see if they would make an exception so that you could rebook the new preferred property Our agent contacted the property, and the cancellation for refund was declined This information was conveyed to you by our agent, and a supervisor was requested Our supervisor advised again that the rate confirmed was nonrefundable, but contacted the property a second time on your behalf Unfortunately, the property again declined the cancellation for refund No changes were made to your reservation at this time Mr [redacted] , our records indicate that we were not contacted any further regarding this issue; however, a credit card dispute was received from your bank The dispute was not accepted as this was a valid booking, and the cancellation policy was advised prior to confirming the reservation, and during our phone conversations Mr [redacted] , your concerns have been thoroughly reviewed, and we are not showing that a death to a family member was mentioned to either agent in January If a customer is requesting the cancellation of a nonrefundable booking due to medical emergency or due to a death, the property will require that the medical documentation and/or death certificate be provided for their review before a refund will be considered We certainly regret your continued disappointment in our services, but Orbitz has been charged in full by the property, and we are unable to grant your refund request Sincerely, [redacted] Orbitz Customer Relations

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 serviceeverything 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, $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/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 chargeso 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 supervisorIt has been 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 $credit on future travel, (which I will never use now, as ORBITz is a no go for now on), but was denied, and told everythingI 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

January 26, 2017Revdex.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 not being able to purchase a flight at the price advertised along with site errors encountered when attempting to finalize her reservation.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 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 issued.When a customer makes a purchase, Orbitz applies a credit authorization toward the credit card to determine if the card is validThis is a temporary hold and if a booking is not successful, the full authorization may remain on the customer’s credit card; however, each bank or credit card company policy is differentAlthough the credit card authorization is attempted on our website, they are not charges from OrbitzWe regret that the customer was inconvenienced by recent charges when attempting to book their flightsTypically, our system authorizes a small amount to ensure that the credit card is validOnce we receive that authorization, we forward the information to the airline so that they may charge the customer directly for the flights.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 experienced in trying to obtain confirmation of her reservation and its associated chargesWe would like Ms [redacted] to know that every reservation is important to us and our main goal is to provide a smooth and pleasant experience to our membersWe are able to confirm that on January 4, a call was made into our customer serviceThe agent was able to confirm the reservation with the airlines and send an email to the customer confirming the outbound flightWe again, sincerely apologize for the confusion.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

Initial Business Response / [redacted] (1000, 5, 2015/07/21) */ Dear Ms[redacted] The Revdex.com has shared your recent correspondence pertaining to the [redacted] lobby not being open upon your arrivalOn behalf of Orbitz, we do apologize for any confusion, and appreciate the opportunity to review your account and respond to your concerns Upon reviewing your account, I do see that when you arrived at the [redacted] their lobby was closed as they do not stay open hoursThey do have a guest phone at the property entrance for guests to be able to access the property after hours Ms[redacted] Due to your confusion, I have processed a refund in the amount of $back to the MasterCard used to confirm the bookingPlease allow to business days for the refund to processWe do appreciate your business, and hope that we have a future opportunity to serve you Sincerely, [redacted] Orbitz Customer Relations

March 16, 2017Revdex.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 his flight reservationWe understand from the customers complaint he is requesting to change his reservation.Our records indicate on January 5, the customer self-booked a round trip flight reservation for one travelerThe customers flights were operated by [redacted] , departing from Charlotte, NC to Milan on January 15, and returning on April 11, 2017.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providersBased on the fare rules the customer agreed to at the time of booking, the tickets were non-refundable with a reissuance fee of $per passenger would be chargedIn addition, the customer would be responsible for any difference in fareOur records reflect that there has been multiple calls from Mr [redacted] starting on February 3, in regards must follow the airlines specific fare rules while exchanging the ticketThe customer must be charged the full difference in fareIf the customer is charged a “small amount” of the difference the airlines will not allow the ticket to be reissuedWe 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 availability.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

Initial Business Response / [redacted] (1000, 5, 2014/04/02) */ Dear Ms [redacted] Thank you for contacting Orbitz regarding your recent hotel booking and the problems you encountered with the rate of your bookingOn behalf of Orbitz, I sincerely apologize for this disappointing experience During the booking process, Orbitz presented to you the amount you would be charged for your booking, which was $USDAll prices on our website are listed in USD unless otherwise notedYou agreed to this price, and that is what Orbitz charged you Orbitz negotiates rates with hotels and these rates are not available for the public to bookThe negotiated rates for hotel inventory available for booking on our site is confidential financial information that only Orbitz and that specific hotel's management team are to have knowledge of, is not available to the public, and was disclosed to you by the hotel in error Regrettably, Orbitz is not in a position to issue you a refund for the amount that was agreed upon during the booking processAs a gesture of goodwill, Orbitz has issued you a $promotion code to use on your next Oribtz.com prepaid hotel bookingOur promotion code is meant to emphasize our commitment to you and we remain hopeful you will continue using (BRAND) 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 $ When you make your next hotel booking on Orbitz.com, on the homepage, please add the promotion code in the space providedThis 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 bookingsUnique 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 Ms [redacted] Orbitz values your business, and we look forward to serving you with your future travel planning needs Sincerely, [redacted] Orbitz Customer Relations Chicago, IL Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/04/02) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Twice now I've used orbitz to reserve hotels and the hotel knows nothing about my reservation I've never had a problem getting my money refunded, however, their customer service is the worst If you can even get through, you can barely understand the person talking, they are rude and not helpful They will forward you to other areas of Orbitz and not explain why I will no longer use Orbitz when booking travel and instead use it as a search engine to find the best deal and then go directly to the airline or hotel, where you can actually reach a live person to help you with any issues Not impressed in the least I really liked the visa credit card and rewards they offer, but if I can't count on my travel plans, It's pointless, cancel the card and don't use them!

October 9, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: [redacted] Case # [redacted] Dear Revdex.com, Thank you for taking the time to contact [redacted] 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 [redacted] , Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you [redacted] , Incis responding to the consumer complaint from Mrs [redacted] (Revdex.com case number [redacted] ) regarding a refund request Our records reflect on April 1, you accessed Orbitz.com and self-booked itinerary # [redacted] for a Hotel Collect reservation at the [redacted] Downtown Hotel to check in October 6, and checkout October 8, Although we see the reservation was processed to the hotel, they reported not having recorded the reservation We regret the inconvenience this matter caused and if you would provide your receipt (or tie itinerary number if you rebooked through Orbitz) so that we can validate the cost of the hotel you stayed at, we will provide a credit for the additional cost you incurred, due to the reservation not being honored by the hotel Please provide the new hotel information through the Revdex.com rebuttal process Once we receive the requested information, we will provide the credit and send confirmation by response to your rebuttal 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 Corporate Customer Service

August 8, 2015. I booked two NON-SMOKING rooms through Orbitz with the Microtel in Amarillo, TX. We arrived to find Orbitz had booked us into SMOKING rooms. I have come to understand that this is a standard practice. I don't care what their fine print says, Orbitz shouldn't have done it and rejected the booking. I ended up going to another hotel and still had to pay Orbitz. This also makes wonder about the BBB.

May 8, Revdex.com Orbitz.com - Alaska, Oregon & Western Washington Complaint Department Re: Orbitz Case #: [redacted] 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 Mrs [redacted] (Revdex.com case number [redacted] ) regarding an insurance question Our records reflect on March 12, the customer accessed Orbitz.com and self-booked package itinerary [redacted] for two round trip flights departing May 14, from Houston, TX to Las Vegas, NV, returning May 18m and a stay at SLS Las Vegas a Tribute Portfolio Resort for corresponding dates The customer also added a travel and protection plan which can be reviewed by a link to the terms and conditions on her itinerary The policy does allow for a one time cancellation for any reason with a refund of any airline penalties Orbitz regrets that the customer received incorrect information regarding her cancellation options To clarify; the customer’s airfare is eligible for the option to cancel at any time, per the terms of her insurance contract and she would be refunded any airline penalty In this case her penalty is the full price of the airfare, as the airline will not hold any credit for a future flight if she cancels The policy does stipulate that she must cancel prior to her departure date As her reservation is currently still active and no cancellation has been done, she would need to cancel it prior to the May 14, departure date If the customer decides to contact Orbitz and cancel her reservation and she encounters any issues with the reservation being refunded in full, she may ask to be escalated to a supervisor and also provide this case number; “O-151090“ and ask the agent to read the case notes I will notate the case with all information the agent needs to provide the refund for both the hotel and the airfareWe apologize for the inconvenience this matter has caused our customer 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, Roseanne Giles Tier Corporate Customer Service

May 2, 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] A [redacted] (Revdex.com case number [redacted] ) regarding a flight reservationWe understand from Mr [redacted] complaint he is requesting a refund for a flight reservationOn May 2, 2016, we attempted to contact Mr [redacted] to acknowledge receipt of the Revdex.com complaint but were but were unable to reach the customer.Our records indicate on February 10, the customer self-booked a roundtrip flight reservation using Orbitz.com for one travelerThe flight reservation that was purchased was operated by a low cost carrier, [redacted] Air ShuttleThe customer’s flights were scheduled to depart from Copenhagen to Nice departing on April 12, and returning on April 23, 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 providersAs a result, we strongly recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policies The customer booked one roundtrip ticket with [redacted] Air Shuttle who was the merchant of record, and the companies that charged the customer’s credit cardWe hope you understand we have to abide by their rules and regulations.We can confirm Mr [redacted] contacted us on April 11, 2016, as his flights on [redacted] Air Shuttle were not confirmedThe customer wanted compensation for his flight reservationWe apologize for the inconvenience this may have caused youOnly the airline can made changes to these types of flightsThese changes are not related to the type of ticket that the customer bought or the company that the customer bought fromAirlines rarely tell travel agencies why they make a changeIn addition,Orbitz website also advises our customers to confirmed their online itinerary and check the flight status hours before departure, by contacting the airline directlyBy contacting the airline, customers are prepared for such changes which are, regretfully, out of the control of OrbitzBased on the fare rules agreed to at the time of booking, [redacted] Air Shuttle flights stated to take any action on the reservation, the customer had to contact them directlyOrbitz is unable to handle any cancellations or changes for [redacted] Air Shuttle flightsAs the tickets are non-refundable, we are unable to provide a refund of the 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 usSincerely, [redacted] Tier Customer Service

I had hotel reservations for my trip to Kuala [redacted] from Los Angeles [redacted] [redacted] [redacted] I choose the hotel on orbitz.com becasue it offered free breakfast However upon checking in the hotel informed me breakfast is not included I made several phone calls to orbitz and they finally admitted a problem on their websiteI found out later they were only willing to cover the breakfast cost for of the reservations I did not want to make several more phone calls for the other reservations as it was exhausting and ruining my supposed vacationThis review is for orbitz to improve it's customer service response when a complaint involves multiple reservations

Complaint: [redacted] I am rejecting this response because: they owe me a refund. Sincerely, [redacted]

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 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 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 complaintWe respectfully request that Mr [redacted] provide us with an email address used to book the reservation and the itinerary numberThe 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 Customer Service

August 2, 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 voucher for a reservationWe understand from Mr [redacted] complaint he is requesting a refund for a reservation due to a promised voucher.Our records indicate on June 17, the customer called self-booked a package reservation for one travelerThe customer purchased a five night hotel reservation at [redacted] Santo Domingo Princess Hotel, checking in on June 23, 2016, and checking out on June 28, The customers flights were operated by [redacted] Airlines, departing from Minneapolis, MN to Santo Domingo, Dominican Republic on June 23, and returning on June 28, 2016.We are able to confirm that per Revdex.com case ID [redacted] The customer was offered a $voucher to be used towards a future reservationDue to this a $refund has been processed to the customers package reservation this refund was processed to the customers original form of paymentThe time it takes the refund to post to the customer’s account depends on the time it takes the Mr [redacted] credit card company to process refundsAt this time we are unable to offer any additional forms of compensation.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

March 23, 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 flight reservationsWe understand the customer is requesting that Orbitz honor their Best Price Guarantee submission.Our records indicate on March 17, 2016, the customer booked flight reservations – itinerary [redacted] – using the self-service tool on the Orbitz websiteTravel is on [redacted] Airways, departing April 5, 2016, from John FKennedy, New York to Albuquerque, New Mexico, returning September 20, 2016, for one passenger.On March 23, 2016, Orbitz processed a refund in the amount of $back to the customer’s original form of payment as a goodwill gestureThe amount of time it takes to receive a refund depends on how quickly the customer’s credit card company takes to process refunds.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted] Tier Customer Service

I received several promo emails for $125 off a package. The date in the email said it was good through 9/30/2015. On 7/30/2015 I attempted to book a package with the code and was told it had expired. I attempted to contact Orbitz but there was nothing on their site. I DM'd them on [redacted] & received an email that I would hear back in 24 hours. I waited 5 days & didn't hear anything so tried on [redacted] & replying to email. On [redacted] they said they responded already. In the email they said the marketing dept didn't get back to them. They said that the email was wrong but would give $125 voucher. I asked what else they could do since they 1) did not get back to me within 24 hours & seemed as if they were ignoring me and 2) they lied that an email had been sent within 24 hours but never was. They continued to argue with me that nothing could be done. I asked for a supervisors email and was told supervisors do not have emails & was given a phone number. I asked several more times for an email & was finally told that supervisor emails could not be given out, yet another lie. I was told that "personal information" could not go over email but on [redacted] was told I had to be emailed since there may be "personal information" needed yet another lie. I asked them several times to stop emailing me since they were of no help yet they continued to email. It appears my third request has finally stopped the harassment. They practice deceitful marketing ploys by having one date in the email but not honoring it on the website plus they lied not once but three times. Not to mention, continuing to harass the customer after they were asked to stop.

Dear Mr. [redacted] , The RevDex.com has shared your recent correspondence pertaining to the expiration of your Orbucks. I appreciate the opportunity to review your account and respond to your concerns. Upon reviewing your Orbucks account, I do see that $18.88 in Orbucks did expire on December 21, 2015. There is a difference between Orbucks earned due to the amount spent each month using your Orbitz [redacted] card, and Orbucks earned due to reserving a booking via our website. Orbitz [redacted] card holders will receive a lump sum of Orbucks based on the amount spent for each billing cycle. These Orbucks will be updated to your account once a month, and do not hold an expiration date. Orbucks can also be earned by booking qualifying reservations via our travel website. This is a program offered to all Orbitz customers no matter their credit card type. Orbucks earned for a booking reserved, whether they are reserved with the Orbitz [redacted] card or not, do have a one year expiration date. These Orbucks are separate from your [redacted] earnings. The $18.88 in expired Orbucks was earned on Orbitz record locator [redacted] . This package was reserved on December 20, 2014, so they did expire on December 21, 2015. These Orbucks were earned based on the price of your package, and are not affiliated with your [redacted] card earnings. You have also reserved a new package for January 2016 under Orbitz record locator [redacted] . You earned $4.22 for booking this package, so these Orbucks do have an expiration date of January 2017. Again, these Orbucks are not based on your [redacted] spend amount. Mr. [redacted] , due to any confusion, the $18.88 in Orbucks have been added to your account, but they do hold a new expiration date of February 5, 2017. I hope this better explains the different ways Orbucks can be earned, and whether an expiration date applies. We do appreciate your business, and we look forward to serve you in the future. Sincerely, [redacted] Orbitz Customer Relations Tell us why here...

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Kristin ***