Orbitz

Dear Mr*** The Revdex.com has shared with us your correspondence regarding
your recent experience with OrbitzIt is my understanding when you arrived at
the Iberostar Tucan and Quetzal All Inclusive - Playa del
Carmen you were moved to a different hotel due to a fire
at the
propertyYou are requesting a refund for your reservation due to the moveI
appreciate the opportunity to review your account and respond to your concernsOn behalf of Orbitz, I would like
to apologize for any frustration this has caused youPlease know we have contacted the
property to request a refund for your reservation; however, they have advised
that as you did accept the re-accommodation to the new hotel, and you did
complete your stay, no refund would be givenUnfortunately, as Orbitz is an
online travel agency we do have to abide by the rules placed on your
reservation by the propertyWe do regret your disappointment; however, Orbitz
has been charged in full for your bookings, and we are unable to offer a
refund.Mr*** we wish our response could be more favorable
We appreciate your business, and hope you will continue to use Orbitz in the
future for your travel needsSincerely,Shalon *** Orbitz Customer Relations Chicago, IL

Dear Ms***, The Revdex.com has shared with us your correspondence regarding your recent experience with OrbitzIt is my understanding you state your reservation was canceled by Orbitz and you were never notified of the cancellationI appreciate the opportunity to respond
to you Please know I was unable to find the reservation with the information you providedCan you please provide the Orbitz booking or itinerary number, so I can review? I look forward to hearing back from you Sincerely, *** *** Orbitz Customer Relations Chicago, IL

Complaint: ***
I am rejecting this response because: we purchased tickets in FebruaryFour months laterThis isn't "working your hardest to rectify it"I have spent countless hours on the phone with orbitz, ***, *** AustraliaAll unnecessarilyI will never book through this company againNOWMy husband and my nine year old child and I cannot even SIT TOGETHER because orbitz dropped the ball and took four months to rectify the situationAdditionally we paid more for a flight with only one layover because we have a small childThen, unfairly we were just reaccomodated to a flight where we have two layovers and cannot even SIT TOGETHER? WHAT is the point of using a third party to purchase tickets in advance if they don't even do their jobUnacceptable.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:As repeatedly explained to you, I was UNABLE TO REACH ***.COM's CUSTOMER SERVICE DEPARTMENT ON FEB 4th, since I was repeatedly disconnected after multiple attempts This was due to ***.com's phone system not working properly, as was confirmed on Feb 6th by its customer service representative, ***.I am done with my futile attempts for ***.com to have the opportunity to be a reputable organization. It appears to me that ***.com is purposely making it very difficult for a consumer to adhere to its hour cancellation policy, since it has an unreliable phone system, it outsources its customer service to another country, and does not allow for my tickets to be cancelled on it website.For the record, I am a business lawyer and business owner, and cannot believe how poor your customer service isBased on my negative experience with ***.com, if I dont have a full refund today, I am requesting the Revdex.com provide ***.com with a negative review.
Sincerely,
*** ***

Dear Ms***,
Thank you for your follresponse, and I appreciate the opportunity to address your concerns Please know that your concerns have been fully reviewed, and both calls and chat requests thoroughly reviewed. Upon reviewing the call on January 27, 2016, Mr*** contacted us stating that his pregnant wife would not be able to travel on your February 3rd flight due to the Zika Virus in Sao Paulo. The caller has access to all of your flight information, including your Orbitz record locator. The agent advised of the fare rules, and that the medical documentation would have to be forwarded regarding the pregnancy, and we can request a refund without the penalty fee from ***. It was advised the medical documentation could be forwarded, and the cancellation agreed to We were not contacted prior to your departure date advising that the flights had been incorrectly canceled; ticket status is still showing as opened and were not checkfor, and there is not airline information of anyone trying to utilize the ticket at the airport I have reviewed the call on February 27, as well. The caller on this call is a woman, and states her name as *** ***. When the agent asked how he could assist, below is the response received “I am calling in regards to a cancellation I had. I was told it would be days to receive the refund, but that was on January 27th, but I haven’t received it.”
The agent advised that we had forwarded the email with a link requesting the medical documentationBelow is the response given to our agent “I definitely got an email of the cancellation, but not a link. I have the cancellation email in front of me.”
The agent did ask if you had checked your junk email box to see if it had maybe been routed there. Even if your email is set to allow an email to be received from our email itinerary address, it may not accept all emails from Orbitz because they are not from the same email addresses. This email was forwarded from our Refunds Department, so it will show a different address. It does depend on how strict a customers’ firewall is set on whether all emails from Orbitz will be forwarded directly to their inbox It was explained to our agent that you have your email system setup to automatically delete junk emails each week. The agent asked you if you were able to provide the medical documentation as requested, and your response was “I suppose I can”. The agent then advised that he would send you the email again with the link so that you could provide your medical documentation On March 1, 2016, we received a chat from Mr***. Mr*** was requesting a copy of the recorded conversation that occurred on January 27th. Below is the title of the chat
“How can I requst a copy of a recorded conversation I had with an Orbitz Representative?”
On March 9, 2016, we received another chat from your email address requesting the recorded phone conversation as well. On both chats, it was advised that you would need to contact us directly and speak with a supervisory
“How do I request a recording of my phone call with a representative?”
Ms***, your concerns have been thoroughly reviewed and given every consideration; however, we are not showing that the booking was canceled in error for the following reasons
- Mr*** had your specific flight information during his call that we only provided to your email address directly -We were not contacted after the cancellation has been processed stating it was canceled in error -During the February 24th phone conversation from you directly, the cancellation was acknowledged, and the refund information provided to Mr*** was given to our agent at that time as well
Ms***, if you are not pregnant and cannot provide the medical documentation, the cancellation will have to be processed by the airline fare rules associated with your booking. Our Refunds Department is still awaiting your medical documentation, so you will need to contact us directly to proceed by the fare rules if you are unable to provide the documentation. Thank you again for the opportunity to respond to your concerns Sincerely,
*** ***
Orbitz Customer Relations

Initial Business Response /* (1000, 5, 2015/09/14) */
Dear ***
The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you furtherIt is my understanding that your reservation was canceled without your permission, and Orbitz failed to notify
you of the cancellationI appreciate the opportunity to review your account and respond to your concernsOn behalf of Orbitz, I apologize for the disappointing experience and the inconvenience this caused you
After reviewing your account, I show the reservation was canceled by our Revenue Protection Department due to issues they encountered with the credit cardPlease know once all the billing information could not be verified; they felt they needed to protect the card holder
The reservation was booked on August at 3:PM, and we sent you a "Booking Request." At 4:PM, we sent another email advising the reservation was canceledBoth emails were sent to the email address on the account
Once canceled, a refund was processed to the credit card on file, and this should have posted to the account within to business daysAs the reservation was canceled so soon; you may only have seen a pending charge of the ticket priceIf you have questions about the issues they encountered with the credit card, please send an email to [email protected]
*** thank you for allowing me to review this with youWe appreciate your business, and we hope to have an opportunity to serve you in the future with your travel planning needs
Sincerely,
***
Orbitz Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (3000, 7, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate the response although it is always the same result; I never received a cancellation emailI spend over $100,a year in travel for work and will not spend another $with Orbitz

Complaint: ***
I am rejecting this response because:Refund of USD issued on December 6, had nothing to do with Best Price GuaranteeIt was the refund for airline tickets minus cancellation feeThe business response misrepresents airline tickets refund for Best Price Guarantee refund:"Our records indicate that this matter was resolved on December 6, when the customer was refunded $for the Best Price Guarantee claimAfter further review of the customer’s account we are able to verify that his flights related to the package were canceled and refunded by *** Airlines".
Sincerely,
*** ***

Dear ***, The Revdex.com has shared with us your correspondence regarding your recent experience with OrbitzIt is my understanding you canceled a reservation to London within hours of booking and have yet to receive the refund for the ticketsI
appreciate the opportunity to review your account and respond to you On behalf of Orbitz, I would like to apologize for any frustration this has caused you Upon further research, we were able to confirm on January 31, 2016, when you contacted Orbitz to cancel the flight reservations, the representative voided only one of the passengers on the flight itineraryAt that time the amount of $1,was returned to the original form of paymentHowever, you then contacted Orbitz again on February 22, and at that time the amount of $3,was processed back to the original form of payment Please know the amount of time it takes for the customer to receive a refund depends on how quickly their credit card company processes refunds We appreciated your business and hope you will continue to use Orbitz in the future for your travel needs Sincerely, *** *** Orbitz Customer Relations Chicago, IL

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is somewhat satisfactory to me but in NO WHERE NEAR is equal to the hell that they put my family through From their representatives falsely telling us we would fly out out on a flight at 10:45pm that night, to their corporate representative telling me to "change my tone or I will disconect you" (after being on hold for hours), there is nothing that compensates the way Orbitz treats their clients I was glad I could help others find avenues to get their voices heard while I was fighting to get my money backBoth *** and Orbitz should be ashamed of themselves
Sincerely,
*** ***

Dear Mr**, The Revdex.com has shared with us your correspondence regarding your recent experience with OrbitzIt is my understanding when you attempted to call Orbitz to cancel your reservation to Nadi before the courtesy cancellation timeframe passed there was a long hold
time and by the time you spoke with an agent the courtesy cancellation option had passedI appreciate the opportunity to review your account and respond to you On behalf of Orbitz, I would like to apologize for any frustration this has caused you Please be advised that our call volume has spiked abnormally due to a high volume of seasonal airline schedule changesAlthough we monitor our call volume continuously and do our best to staff accordingly, we find occasionally call volume exceeds our forecastWhile we apologize for the long hold times you encountered, you would have been able to log into the Orbitz website and courtesy cancel your reservation; however, we do not show any attempts to cancel the reservation via the Orbitz site were made during the courtesy cancellation timeframeUnfortunately, as the reservation was not cancelled before the courtesy cancellation timeframe ended all fare rules do apply. Mr**, we wish our response could be more favorableWe appreciate your business and hope you will continue to use Orbitz in the future for your travel needsSincerely, *** *** Orbitz Customer Relations Chicago, IL

Complaint: ***
I am rejecting this response because: I incurred hundreds of dollars in costs associated with this changeI will be using there response as a base for my lawsuit against them
Sincerely,
*** ***

Initial Business Response /* (1000, 10, 2015/08/19) */
Dear Mr***
Thank you for contacting Orbitz via the Revdex.comWe appreciate the opportunity to review your reservation and respond to your concern*
It is my understanding that Orbitz Confirmation# PBORBXXXXXXXXXX was
intended for *** However the hotel selected was in ***, a city in ***You've requested full refund of $215.28USD.*
Mr***, as you've mentioned, the reservation was self-booked, and all details, including the hotel cancellation policy were available for your reviewPlease understand, the options for *** were based upon the customer's entryThis was not an error on the part of Orbitz; but a spelling error of the desired city name;***
Furthermore, the hotel selected and confirmed was booked as a prepaid,100% non-refundable reservationTherefore, as you agreed to pay Orbitz, the hotel has charged Orbitz for your stayRegrettably, a refund is not possible at this time.*
Mr***, I empathize with you and hope to provide a positive outcome if at all possibleIn review of this event, I found you are a long-time Orbitz Customer, and new Orbitz Rewards MemberTherefore, as a sign of our commitment, and hopeful resolution to your concern, Orbitz has deposited in OrBucks to your Orbitz Rewards accountYour OrBucks are noted as "Customer Service Credit" under "OrBucks Activity"; and are immediately available for use in accordance with the Orbitz Reward programPlease do let me know if you have any questions about our deposit*
Thank you for sharing your concernOrbitz values your business, and we hope to have continued opportunity to serve your travel needs*
Sincerely,
***
Orbitz Customer Relations
Chicago, IL
*
*Initial Consumer Rebuttal /* (2000, 12, 2015/08/19) */*(The consumer indicated he/she ACCEPTED the response from the business.)
getting credit for this mishap looks fair
*

Revdex.com:
It says you can not locate my record. I booked the flight under my work email ***@expresspros.com I don't see how you cannot find my record if you just look up my nameSurely you should be able to find record that you sent a collections notice to me
Sincerely,
Alana ***

Dear
Alana, Thank
you for the quick response and for providing the requesting informationAfter
reviewing the account; I do show the reservation under record locator PBORB5062848734.During
the booking process; you were advised that the tickets were non-refundable, and
name changes are not allowedYou had to agree to the terms and conditions before
you could complete the booking.As this
reservation was disputed with your credit card; you will need to contact our
Collections Department at the number listed on the letter they sent to you
They will address any questions or concerns you may have.Sincerely,Jeanna
***Orbitz
Customer RelationsChicago,
IL

August 25, Revdex.com Chicago, Illinois Complaint Department Re: Orbitz Case: *** Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from *** ***We regret to hear Mr*** did not accept our responseIt is never Orbitz's intent to mislead or to cause inconvenience to our clients, and we are sorry if Mr*** feels Orbitz has done soPlease know that when an airline makes changes to their flight schedules all passengers on the original flight are affected regardless of how they purchased their tickets, having purchased your flights from Orbitz does not subject you to additional changes or less accommodating resolutions from the airlineAgain, 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, *** *** Corporate Correspondence Team

Complaint: ***
I am rejecting this response because the response turned out to be untrue. I should be able to change the ticket as Ms*** describes, but Orbitz is unable to complete the change. After receiving this email, on Jan20, 2016, I had a follconversation with an Orbitz representative on the telephone number given. The first agent tried to change the ticket and was unsuccessful. She called the *** *** Agency Help Desk and they said they could not process it and it gave them an error message. She connected me to the Supervisor who also confirmed I could not change the ticket without buying a fully refundable ticket for approximately $6000. I requested that she tell me where that restriction was. She said it was in the system, and had something to do with the return flights no longer being available, which is not true, as they are currently available both on orbitz.com and *** Canada’s website, in the same fare codes as I purchased (I could buy them on Orbitz right now for about the same price I originally paid). I believe there continues to be a systems issue. At that point I had been on the telephone, mostly on hold, for hours, and she hung up.I still request that I either be permitted to change the tickets to the same or a lower fare class, subject to the usual restrictions (same ***line, same destination), pay the *** fare difference plus $230, or they should refund the ticket as it cannot be changed. I should not be subject to a requirement that I can change tickets only by purchasing up to a fully refundable ticket when the same and many other fare codes are available. That is not only not disclosed anywhere, but for the second time, Orbitz has refused to tell me why I can only change to a higher fare code when other fare codes are available, where this limitation comes from other than "the system", or what the precise limitations on changing the ticket are. I think Orbitz has a systems problems that makes them unable to honor the terms of the ticket they sold and should either override they system or refund my ticket.
Sincerely,
*** ***

Dear ***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 correspondence
If you would please forward me the Orbitz record locator and email
address
associated with the account, I will be happy to reviewThank you, Jeanna ***Orbitz Customer RelationsChicago, IL

I tried to book a package to the Dominican Republic online and received an error message from the websiteDespite the error my card was charged $1,dollarsWhen I called the company to recieve assistance they told me they could not see the charge on their end and that I should try againI foolishly followed instructions only to be charged a second timeAs if things couldn't get worse, after this second failed attempt, another representative attempted to help me by completing my request over the phoneThis only lead to a third incomplete charge for $The representative then asked me to contact my credit card and request an additional charge for the rest of the amountI followed instructions only to be charged once more and still no vacation packageI now have to wait until these charges clear to dispute themTheir service is unreliable and their inexperienced support staff is even worseBeware!

Dear Ms*** The Revdex.com has shared with us your recent correspondence regarding your experience with OrbitzIt is my understanding you wish to make a change to your reservation to FrankfurtI appreciate the opportunity to review your account and respond to youAs I have
previously advised you via our email exchange, if you are to make a change to the reservation more than days before the original departure you will be responsible for a $USD Condor Airlines fee per person, plus any difference in the airfare per personIf the change is made within days of departure you will be responsible for a $USD Condor Airlines fee per person, plus any difference in the airfare per personMs*** as Orbitz is an online booking agency, we do have to abide by the rules placed on your ticket by Condor Airlines, the rules that were agreed to at the time the booking was made on the Orbitz websiteUnfortunately, as Condor Airlines has advised those fees would be charged to make a change, Orbitz is not in a position to waive themI understand this may not have been the answer you were looking for; however, we do appreciate your business and hope you will provide us with a future opportunity to serve you with your travel planning needs.Sincerely,Shalon ***Orbitz Customer RelationsChicago, IL

July 18,
Revdex.com
Complaint Department - Orbitz
Re: Orbitz Case #: ***
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 attentionOrbitz 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 ** *** (Revdex.com complaint #***) regarding the billing and collection issues.
Our records show on May 9, 2017, Mr*** self-booked an Orbitz.com flight reservation via booking number *** in the amount of $2,We understand from Mr***’s complaint, he was denied boarding by the airline for his second flight and is now requested a refund for the unused portion of his flight reservation
Upon researching the customer’s complaint we can confirm that on July 17, 2017, when Mr*** brought this matter to our attention, Orbitz proceeded to advocate on his behalf by contacting the airlineThe airline advised Orbitz that due to unacceptable travel documents, Mr*** was tagged as a no show, the remaining flight segments were canceled and no refund could be provided
Orbitz’s acts only as a third party intermediary for airlines, and once a ticket is used or canceled by the airline, any refunds or credits of a flight ticket has to be handled by that particular airlineOrbitz.com does not own or operate any airlines therefore cannot provide information regarding the type of travel documents, such as visas, at the time of bookingTravel documents are the responsibility of each passenger and any cancelation made to a flight by the airline due to the lack of documents is beyond Orbitz controlBased on the information provided above, Orbitz is unable to honor Mr***’s 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,
*** ***
Corporate Customer Service