Orbitz

Dear MsHope, The
Revdex.com has shared your recent correspondence pertaining to the
fare rules associated with your nonrefundable ticketsI appreciate the
opportunity to review your account and respond to your concerns.With
a goal of being fair with all customers, airlines
have developed uniform
guidelines in applying their tariffs and fare restrictions, and there are
generally no exceptions granted to these guidelines regardless of the price of
the airline ticket. During your booking
process airline fare rules are given and must be agreed to prior to confirming
your booking. As a travel agency, Orbitz is required to apply the applicable
airline fare rules when performing a ticket exchange As a distributor of
tickets for the airline, we do not have authorization to waive change fees or
issue refunds for non-refundable tickets. I apologize for any inconvenience
this may have causedWe
wish our reply could be more favorable. Please be assured that Orbitz
values your business, and we look forward to serving you again in the future
with your travel planning needs.Sincerely,Luisa
***Orbitz
Customer RelationsChicago,
IL

Dear Ms
Vu, The RevDex.com has shared your recent correspondence pertaining to the
non-refundable stipulation regarding your airline ticketsI appreciate the
opportunity to review your account and respond to your concerns.From your
inquiry, you booked airline
tickets on December 6, for travel on December
23, 2014. On December 18, 2014, you
contacted Orbitz Customer Service Agent to cancel your booking and were advised
the airline’s $change fee, $Orbitz service fee and plus any fare
difference when rebooking your tickets.
On August 3, 2015, you contacted Orbitz Customer Service agent and used
the credits toward new bookings at lowest fare available on that day. Also you were advised the fees of the
airline’s $change fee and $Orbitz service feeAnd you agreed to the
terms, and your tickets were exchanged for your new dates and new tickets
reissued. On
November 8, 2015, you contacted Orbitz Customer Service Agent to use the
remaining credit from your original tickets that you had exchanged on August
3. The Orbitz Customer Service Agent
advised that you have no reminder credit and that your entire ticket values had
been used to rebook your new itinerary.
Please let me explain how nonrefundable tickets work. When you use a nonrefundable ticket towards a
new booking, the entire value of the ticket is applied to the new booking. If the new fare is lower, most airlines do
not give out residuals. In your case Sun
Country does not allow for residuals to be issued for future use. This would be the same policy if the ticket
were booked with Orbitz or with the airlines directlyPlease
understand that your original ticket price was $per ticket and your new
tickets that you exchanged were $per ticket. If you had not used the ticket value of
$740.20, less the $change fee you, you would have had to purchase news
tickets for $and keep the original for future use if you were attempting
to use them towards a fare equal or greater, less the airline’s change fee and
any fare difference. Also you go on to
say that you purchased a ticket for your father, and his fare was lower than
your new tickets. Please understand
fares are subject to change at any time and based on availabilityI apologize
for any inconvenience this may have causedWe are unable
to offer you a refund for your trip itinerary; however, as a gesture of our
sincerity, Orbitz will place Loyalty points to your account. These are available for you to use
immediately toward a prepaid qualifying hotel booking. Ms**,
thank you for bringing this matter to our attention. We value your business, and hope you will
provide us with a future opportunity to restore your confidence in our products
and services.Sincerely,Luisa
***Orbitz
Customer RelationsChicago,
IL

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 in regards to the night my hotel was broken into
Sincerely,
Jason ***

September 20, Revdex.com Chicago & NIllinois Complaint Department Re: *** Case: *** 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 youOur records reflect that on May 26, 2017, Mr*** booked an Orbitz Vacation Package which included four round trip flights from San Francisco, California to Cancun, Mexico and a four-night stay at the ** *** Cancun Resort and Spa from November 21, 2017, through November 25, We understand from Mr*** complaint his return flights were affected by an Airline Schedule change, which caused the first leg of his return flight to become hours later than the second legHe states that he contacted our office multiple times and to the airline and Orbitz with no solutionHe is asking that his return flights be refunded as has now purchased new return flights. On August 10, 2017, our office emailed Mr*** to inform him that *** Air had made a significant change to his flights and the airline offered no alternate optionsOn August 17, 2017, we emailed *** Air regarding the schedule change that they initiatedWe requested re-booking instructions for Mr*** as we did not have their schedule change policyThey responded that we should not make any changes to the flight until they provided further instructionOn August 29, 2017, we received an email from *** Air with instructions to update the ticketsWe emailed Mr*** on August 30, 2017, and advised of the alternate flights offered by the airlineIn his response, he stated that he would not accept any changes and asked that we cancel and refund the returning flightOn September 4, 2017, we emailed Mr*** and informed him that we understood that he wanted to cancel but, the ** *** would not honor the refund requestPer their terms, the reservation was non-refundable and they were not willing to go against their cancellation policyIn an effort to resolve the refund request for airfare, Orbitz has consistently remained a liaison between Mr*** and *** AirWe have advocated on his behalf to obtain the refund that Mr*** has requestedWe have been asked to follow up with them as they have no resolution at this timeWe will continue to contact them to ensure a resolution is reachedAgain, 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: although I disagreed with orbitz rebuttal of my claim for a refund or some sort of compensation in this case, I accept that the Revdex.com would put an end to this dead end customer service from orbitz and ***This being concluded, orbitz or *** will never be entertained by my service solicitation
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2014/08/11) */
Dear ***
The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you furtherI understand you had to cancel your reservation due to an unacceptable schedule change, but you have not
received your refundI appreciate the opportunity to review and respond to youOn behalf of Orbitz, I apologize for the disappointing experience, and the frustration this caused you
After reviewing your account, I show your canceled reservation that was scheduled for travel on August A refund request has been submitted to American Airlines asking that they refund the ticket or provide Orbitz the information, so we can processIt usually takes to billings cycles for the refund to post to the account, and I sincerely apologize if you were miss-advised of the refund time frameOnce we get a response, we will notify you immediatelyYou can also track the refund status via the airline's website aa.com
*** we truly value you as our customer and share in this disappointing experienceAs a gesture of our sincerity, Orbitz has issued you a $USD future travel voucher to use on your next Orbitz.com airline, hotel or vacation package bookingOur voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needsHere 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*** Please reference case number *** and my letter offering the $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 letter, until August 11,
*** we appreciate your business, and we hope to have a future opportunity to restore your confidence in our service and products
Sincerely,
***
Orbitz Customer Relations
Chicago, IL

Complaint: ***
I am rejecting this response because: Good evening, I recently accepted this resolution from the customer with the comments on May 23rd, "They state they could not reach me to cancel my flight but that is not accurateCanceling the flight was never an option provided to meThey want me to rebook my flight in which I told them I would have to do research for obvious reason for location and dates and get back to them and I believe that is what she is referring to when she says she could not reach me to cancel my flightSo that sentence in their email is misstated and I would like that to be corrected." I am unsure if this was ever taken care of However, I am writing today because I reached out to Orbitz to discuss rebooking my flight per their resolutionI have now gotten an email back stating that I HAVE to fly to Venice (my original destination) and this was NOT was I was told by several other Orbitz operators through this whole ordealSo, once again, I have been given misinformation and I would like to reopen my complaint and really push that they cancel it and refund the full amount Thank you*** ***

Dear Ms***,
The Revdex.com has shared with us your
correspondence
regarding your recent experience with OrbitzIt is my
understanding you are upset with the cancellation policy for your flight to
AtlantaI 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
After further research, we do show that the fare rules
placed on your reservation by *** ***, which were available to you
during the booking path and again provided to you when you canceled the
reservation, do state that the reservation is non-refundableTherefore, you
will not receive a refund for the tickets but you do have the amount of your ticket,
and *** ***’s ticket, to use towards a future American Airlines flightThe
new ticket would have to be in the same passengers name and you will have until
January 5, to rebook and complete travel using the creditUpon rebooking
you will be responsible for a $airline reissue fee per person, plus any
difference in airfare per person
Ms***, 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 needs
Sincerely,
*** ***
Orbitz Customer Relations
Chicago, IL

Initial Business Response /* (1000, 5, 2014/09/03) */
Dear***
The Revdex.com has shared with us your correspondence regarding your recent experience with OrbitzI understand you are upset the price kept changing on a flight to Ahmedabad when you selected the itineraryI
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
Can you please provide the itinerary information, including dates, airlines, flight numbers, etc, so we can review?
I look forward to hearing back from you
Sincerely,
***
Orbitz Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (3000, 8, 2014/09/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Here is one of the pages reflecting lower priceI have similar page documents on two different dates but it does not allow to upload more than one page at a timeIf you have an email address, I ca upload entire documentAs of yesterday, website was still showing me the same lower price but showing not available when trying to buy actual tickets
Final Consumer Response /* (4200, 12, 2014/09/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I mentioned previously, I do not think this is issue from *** airlines, since each itinerary involved multiple airlinesI also checked fares from Houston to Ahmedabad with same resultsIt has been clearly more than hours and website still advertises same low fare, therefore, I should be given pricematch for this ticketsIn a separate communication, I will attach fares from HOUSTON-AHMEDABAD segment
Final Business Response /* (4000, 14, 2014/09/22) */
Dear***
Thank you for your response
Please know, it may be helpful to understand that as a third party travel agency, Orbitz has no control over airline faresWhen you click through the booking path, the website constantly sends the flight information to the airline and if the fare has changed, the airline returns an error message with the new priceOrbitz, as with any travel agency, is required to apply the fares and fare rules in effect at the exact moment of your bookingAll fares are determined directly by the airlines and can be updated at any time
Unfortunately, fares are not guaranteed until they are ticketedOrbitz is not able to restore a fare once it is sold out or discontinued by the airline
*** we have once again sent the information to our air operations team so that they can ask the airline to refresh their fare and availability manually
Furthermore, we would like to increase the amount of your future travel voucher from $to $
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*** and my email offering the $voucher in your requestOrbitz will then issue a credit to the card used for the new bookingThis offer is valid until September 5,
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: *** The requested information from Orbita iz:My account email is ***
** *** *** ***

Initial Business Response /* (1000, 10, 2014/10/03) */
Dear ***
The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you furtherI understand you have not received your refund or your $future travel that you were promised
I show
on August 22, two refunds in the amount of $and $for a total of $was processed to the Discover Card ending in Also on September 8, 2014, per your request the $voucher was redeemed toward locator *** and a refunded was processed to the American Express Card ending in***
*** we 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, 12, 2014/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First, they still have not even apologized for the issueSecond, they still refuse to accept responsibility for the problem and state that it was the hotel's fault for not notifying Orbitz that it was closingIn my opinion, Orbitz is acting as the agent and is responsible for those hotels they sell to their customersThird, I wanted a CASH or CREDIT CARD refund for the extra cost I incurred because of this problem, but they refused that and forced me to accept a voucher or nothingThe only reason I accepted a voucher is that I already had another reservation booked thru Orbitz, whicn I was able to apply the voucher toFurthermore, the Orbucks (Orbitz' frequent user program rewards points) I used on the original reservation were credited back to my account, but will expire in December I do not have any upcoming trips before that time, so I will lose over $in rewards bucks that could have been used between March and August if the original reservation had never been madeSo I've lost an additional $on this whole thing, plus all the time I have had to spend to get an acceptable resolutionSo no, I am still not satisfiedAND, the main reason I believe I even got the original full refund and the $voucher is because I contacted the Customer Relations officer at Orbitz' corporate HQ in ChicagoShe is the one who ultimately provided me with the refunds and voucherI never should have had to go to that level for an error that was clearly Orbitz'sAfter my already planned trips are over, I guarantee I will never use Orbitz again and plan to tell everyone I know the issue I hadBased on other reviews I've read about Orbitz, I don't think they should be at all surprised when they go out of business in a few years if they do nothing to fix their customer service
Final Business Response /* (4000, 14, 2014/10/10) */
Dear ***
The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you furtherThank you for your follresponse, and I am happy to address your continued concerns
On August 29, we did apologize for the disappointing experience and the inconvenience this caused youOrbitz strives to provide the best possible customer service, and I regret that in this case, we fell short of our goalWe certainly do apologize, and want you to know that our entire organization is focused on meeting the expectations of our elite travelersWe know how important it is to you to be able to count on us to not only meet your expectations but to surpass them as well
With so many hotels being offered on our website, Orbitz relies solely on each hotel to provide us with accurate information regarding their propertiesThis includes the star rating, location, amenities, and property description, etc
I show that a refund was processed for the hotel booking, and you were also issued a $future travel voucher, which was redeemed on September 8, and a refund was processed to the credit card on file
*** we take our customers' comments very seriously, and we thank you for your honest feedbackOrbitz appreciates your business, and we hope to have an opportunity to serve you in the future
Sincerely,
***
Orbitz Customer Relations
Chicago, IL
Final Consumer Response /* (4200, 16, 2014/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will never accept a response from a business that involves that business not taking responsibility for problems that are incurred by customers who patronize itOrbitz it still blaming the hotel for not notifying them of the closureI don't care what Orbitz says, it is still Orbitz' responsibility for the problems incurred because it was Orbitz that I used to book my reservation, not the hotel directlyI was counting on Orbitz to know what is going on with the properties they representIf I need to do my own due diligence and check on the properties myself, I don't need themFurthermore, based on their response, it makes it even MORE likely that I will never use their services again (once my current bookings have passed) because it is obvious that I need to do my own followup and make sure my hotel is still in business, flights haven't changed, etcbecause Orbitz will not being doing thisI strongly suggest that they look into their business practices as a result of this situation because their current practice isn't going to result in people returning once they find out that Orbitz is providing no assurance that reservations will be honoredI've worked with MANY travel agents previously, and have NEVER encountered even one who doesn't take responsibility for problems incurredWAKE UP Orbitz.....you're not going to survive if you keep up this wayThere are too many other competitors who offer much better customer service than you do....even if their prices are higherI'll happily pay a higher price to know that the company I work with will be watching my back to make sure things go smoothlyGo out on the web and read reviews about peoples' experiences with Orbitz.....what I encountered was nothing extraordinary
There is no need to respond further to me because I will never accept Orbitz explanation that it wasn't their fault

Worst customer service ever!! I have had to call Orbitz times and issue is still not resolved and flight is in daysAll of these calls have been over an hour long including a hour long callI needed to change my name on the flight ticket to my maiden name to match my passportAfter all the calls and different answers from different supervisors they said they were not able to change itSo I traveled hours away to get a same day passport made under my married nameAfter this exhausting day I called them to tell them I got my passport changed just to make sure they didn't end up changing it to my maidenGuess what, days later I chexk *** because of course I don't trust Orbitz and of course they changed my name to my maiden! So now I'm on the phone with them again for hours with al different supervisors that can barely understand English!!! So first they lied they couldn't change my name and then they end up changing it after I changed my passport and specifically told them not to anymore! Wow!! This is the biggest nightmare to deal with this company! I still don't know what will happen or how many more calls I will have to make and how much hold time and transfers from one incompetent worker to the next!! Nobody seems to know what they are doing

Complaint: ***
I am rejecting this response because:It said I could get a full refundThis is the websites fault or orbitz for not clearing stating this when I cancelled the flight! This is fraud to get charged for something I didn't receive! Also when I talked to *** they would've refunded the money but said I had to go through orbitzSo I think orbitz is just a fraud!
Sincerely,
*** ***

Complaint:
I am rejecting this response because:
Dear Madam,
First of all thank you very much for your rapid responseI wish it would have been the case in our previous encounter with Orbitz.
Due to the fact the we already paid a $fee for changing the date of the ticket on the 8th of December, when my mother's condition was severe (again, she passed away days following that); when in such a case every other business would automatically offer a date change without any additional charge, I do not think I have to pay again another $for changing the date of the flight.
I would accept the offer to use the credit for another flight ticket, for the same person - as of me, and the condition that the flight has to be before the 30th of June, however without paying any additional fees.
Thank you for your understanding.
Sincerely,
Sharon ***

Dear Mr
***,
The Revdex.com has shared your recent correspondence pertaining to the hold times encountered while contacting our Service Center to change your flight due to your illness. On behalf of Orbitz, I apologize for your disappointing experience, and appreciate the opportunity to review your account and respond to your concerns
Our records indicate that on February 16, 2016, itinerary *** was reserved using the self-service tool on the Orbitz websiteTravel was on *** Pacific, departing San Francisco, California to Chongqing, China, for one passengerUpon reviewing your account, I was able to confirm on February 19, 2016, we did receive your call, inquiring about changes and cancellations to your flight reservationsAt that time the assisting representative advised of the $airline imposed change fee plus a $increase in airfare, for a total additional cost of $to change the flight reservationsAt that time, the change was declined and elected to cancel his flight reservations insteadThe agent advised there would be a $cancellation penalty and advised of the refund timing of approximately six to eight week, which was agreed to and the cancellation was processed per the customer’s requestOn February 19, 2016, Orbitz submitted the refund amount of $to *** *** to be processed back to the credit card used to confirm the bookingThe amount of time it takes for the refund to process depends on how quickly the airlines and your credit card company take to process refunds.
Mr***, we apologize again for the hold times you encountered when contacting us regarding your flight change requestWe do appreciate your business, and hope that we have a future opportunity to serve youSincerely,
*** ***
Orbitz Customer Relations

First, I don't understand that Oribtz has an a+ rating from the Revdex.com with over 96% negative ratings
Second, everytime I call Orbitz, it takes me over hours and most of the time I get NO satisfaction DO NOT USE ORBITZ SAVE YOURSELF A HEART ATTACK DON'T GIVE THEM YOUR TIME OR MONEY

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 Thank you for resolving this matter so quickly and fairly My family and I truly appreciate it Thanks again
Sincerely,
*** ***

I This is my 4th trip booked with Orbitz in totaling $10,000+I feel it is beneath me to even have to state how many trips I have booked or how much money I have spent with Orbitz but what the heck! I am on the phone with an Orbitz customer service representative as I type It is 12:25am I have been trying to book a trip since 7:50pm Original agent said he'd call me back in mins after he did some investigating for which would be easier if he could just call me back I said sure! He was very helpful, I told him so and hung up21/hrs later I called Orbitz back The agent had no details of my previous phone call with other agent and I had to start from scratch None the less, my itinerary from the first call was lost Subsequently so was my entire trip!!! Supposedly connected to a supervisor Ryan was worse than the other agents with regard to helping me recover my itinerary I have been on the phone for 1:50.24hrs with just him and is still continuingI asked to speak to his supervisor repeatedly to no availHe says he is the supervisor I question that
While on hold for the various minutes, I was on internet researching my trip on Orbitz web site and got as better price than the supervisor was offering with supposed discount His price was hire than the other agents I spoke to as well as online Biggest problem is that Ryan is not acting like a supervisor He told me I could talk to someone at 9am tomorrow morning I said "bring it on!!!" " I'll be on with you Ryan till then Keep you all posted!!!

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 The company is still misinformed at what really happened during this matter and still don't I stand what went wrong but talking to this company just sends me in circles Thank you
Sincerely,
*** ***