Orbitz

March 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 customer service issues.
Upon researching the customer’s complaint, we were unable to find any itinerary related to the information provided in the complaint by Ms***Please provide the full itinerary number and or other email address used to book the reservation if further research is needed
Orbitz’s goal is to provide an exceptional customer experienceWe regret any inconvenience encountered by Ms*** with our customer service representatives, a $Travel Coupon has been placed on the customer’s account and the comments received have been sent to our higher level of supervisors for review to improve the training of our staff and the quality of service we offer
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

Complaint: ***
I am rejecting this response because I specifically bought the tickets on Orbitz and NOT on *** IndiaOrbitz advertised that the "tickets are refundable" in bold in confirmation emailThey also allow consumers to shop on their site by filtering on "Refundable flights only".Orbitz is falsely advertisingThey did not state "Partially refundable only - based on airline policies"Had they stated thus, it would have been clearI tried contacting the airline and they send me back to Orbitz (rightfully, so since I bought the tickets on Orbitz)
Sincerely,
*** ***

Dear Mr*** Thank you for your follresponse, and I appreciate the opportunity to address your continued concerns Please know I have reviewed your concerns and found that you encountered issues concerning your booking. In taking all things into consideration, I will amend the voucher to $300.00. Subsequently, I will surrender the voucher to the credit card associated with your account. This will process today and please allow to business days for the credit to appear on the statement. This, however, is all the compensation which Orbitz will offer. Your request has received every consideration; conversely, Orbitz feels that the compensation that was offered to you is more than fair for this situation, and we are not inclined to compensate any furtherSincerely, Luisa *** Orbitz Customer Relations Chicago, IL

Complaint: ***
I am rejecting this response because: I wa YELLED AT by an orbitz mamagerThey screwed up and refuse to take fault
Sincerely,
***
***

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,
*** ***

March 3, Revdex.com Chicago and Norther Illinois Complaint DepartmentRE: 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 case number ***) regarding a hotelWe understand *** *** is requesting a refund.Our records show on November 30, *** *** or a person authorized on her account purchased a package through the Orbitz.com website including a roundtrip flight with *** Airlines for travel from Los Angeles to Antalya, Turkey on February 3, 2018, returning February 17, 2018, and a night stay for one guest with the Hotel ** checking in on February 4, in a Deluxe Single Room (French Bed), for a total cost of $1636.14.On February 11, our customer contacted us, and stated renovations were causing a paint smellWe reached out to the hotel to advocate on behalf of our customer, and they provided a way to communicate with their guest services via email. *** *** was specifically asking for a refund of the hotel stay being usedOn being advised we would be emailing with the hotel and waiting for a response, she requested to escalateOur supervisor took over and offered to move *** *** to another similar property to resolve the paint smell issueOur customer refused the offer choosing to stay at current hotel, but wanting a full refund for the entire stay including the days used and upcoming days she was still planning to useWe advised *** *** that any refund may only be authorized by the hotel, and Orbitz is unable to override the policies of the hotelHowever, as this was her decision we continued with making *** *** request via email with the hotelA good will Orbitz.com coupon was provided worth up to $off the base rate of our customer’s next prepaid hotel or hotel package, that must be booked in the customer’s account over a limited time. The hotel replied by email that the renovations were outside and minor, and paint wasn’t near the guest roomsTo accommodate all guests, they provided some of their incidental charges at a discount, offered a free dinner, and delivered a free fruit plateDue to the additional complaints received from *** ***, they additionally upgraded her room to a sea view and provided some other amenities complimentary.The hotel approved a refund in the amount of $273.93, which was processed by Orbitz.com to the original form of payment on February 18, No further refund or compensation has been authorized by the hotel.Orbitz is a third party booking website that offers travel items for sale from vendorsThe policies for those items come from the vendors who sell and oversee their itemsOrbitz provides our Terms Of Use online, regarding the use of our website, which explains this same information, and is agreed to at the time of booking. As Orbitz.com provided all the necessary information for our customer to be aware of what would or wouldn’t be possible with their refund request prior to booking, correctly advised our customer when we were contacted, advocated for our customer with the hotel, offered relocation, and provided goodwill, no further refund, compensation or good will shall be provided for this itinerary.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,*** ***Corporate Customer Service

Dear Mr. ***, Thank you for your response Please know the credit you have for the canceled reservation with Orbitz booking number *** is with *** Airlines and not Orbitz; therefore, they hold the funds for your original reservationAll the rules placed on your credit are done so by the airline and these rules are the same whether a reservation so booked with Orbitz or with the airline directly Mr***, at the time you canceled your reservation you were advised of rules regarding using the credit in the future, including that you would have to contact Orbitz Customer Service to apply the credit towards a new ticketWe understand you contacted Orbitz regarding your credit; however, as I previously stated when you contacted Orbitz Customer Service you advised you were contacting us regarding Orbitz booking number ***, and all the information provided by the agent was related to that booking Again, the credit is valid until August 10, to be used towards a future *** Airlines flightEach passenger has until that date to rebook and start travel using the creditUpon rebooking you will be responsible for a $*** Airlines reissue fee per person, a $Orbitz fee per person, plus any difference in airfare per personPlease contact our Customer Service Department when you are ready to rebook Sincerely, *** *** Orbitz Customer Relations Chicago, IL

Dear ***,
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The Revdex.com has shared your recent correspondence pertaining to your refund request on the unused portion of the ticket under Orbitz record locator ***On behalf of Orbitz, I apologize for the delay, and appreciate the opportunity to review your account and respond to your concerns
Please know that as a travel agency, we are required to receive authorization from the respective airline to process a refund on a nonrefundable ticket, even when it is due to an airline imposed schedule change. Many requests were forwarded to *** Southern airline requesting authorization, and the remaining balance on the unused portion of your ticket
***, I do show that authorization was received, and a refund in the amount of $was processed back to the credit card used to confirm the booking on May 16, 2016. The amount of time a refund takes to process to the credit card does depend on each respective bank
***, thank you again for the opportunity to address your concerns. We do appreciate your business, and hope that we have a future opportunity to serve you
Sincerely,
*** ***
Orbitz Customer Relations
Tell us why here

Complaint: ***
I am rejecting this response because:Orbitz despite its assertion of policies, breached its fiduciary duty to Dr*** by allowing and failing to correct material misrepresentations of fact regarding the booked properties on Orbitz website in violation of the Commonwealth of Pennsylvania Unfair Trade Practices and Consumer Protection Law Orbitz is an agent of the property that was booked and cancelled and has violated the Act in its presentation of the property which was fraudulent and deceptive.Dr*** wishes a full refund
Sincerely,
*** ***

Dear Ms***, Thank you once again for your continued correspondence and persistence. In my previous response I explained that your reservation was canceled after the courtesy cancellation time period had elapsed; therefore, Orbitz is unable to offer you a refund for the reservation We have given this matter every consideration and at the same time, provided you detailed responses regarding it. We regret your on-going unhappiness with our service. As we have evidently reached an impasse, there will be no further replies forthcoming from our office regarding this issue Your continued interest in Orbitz is appreciated. Sincerely, *** *** Orbitz Customer RelationsChicago, IL

I booked my flight ticket with Orbitz months agoI am due to travel on the August I just got an email from Orbitz this morning stating that there was a problem with my booking and I am traveling with a small childI do not know what to do and I would like this matter resolved as soon as possible I have been trying to reach customer care but all is in vain
I am now freaking out because this travel is very important and being with a small child I just want to be sure that I am not going to be stranded or put on a flight that would have long waiting time
How can I be contacted weeks before my travel with this information and not even be called to be advised what is going on I have booked my previous flights with orbitz before and there has not been any problems and I have recommended orbitz previously to my family and friends and now this

Dear Mr***,
Thank you for your follresponse, and I appreciate the opportunity to address your continued concernsPlease know that all airline flights offered by a travel agency are offered by the airline directly. Travel agencies do not have involvement in the flights being offered, and cannot offer a flight unless it is registered by the airline directly. Orbitz does not hold the funds for the tickets reserved; these are charged by the airline directlyThe ticket reserved was refundable minus an airline penalty fee of $200.00. A refund in the amount of $was processed back to your credit card, and as a gesture of goodwill, Orbitz offered you a $future travel voucher. As we do not charge directly for airline reservations, we do not have accounts that we can place a credit on. Below is the email that was forwarded regarding your voucher on November 22, As a gesture of goodwill, Orbitz would like to offer you a $rebate to use towards a future Orbitz.com: • Prepaid Hotel booking • Vacation Package booking • Air booking Voucher case number: *** When you make your next "Low Price Guarantee Hotel”, "Vacation Package" or "Air" booking on Orbitz, please forward a copy of your 'Orbitz Travel Document' email to us at [email protected] reference the voucher case number above, offering the $rebate in your requestOrbitz will then process a refund to the credit card used to purchaseThe Refund will be credited to your account within 5-business days after the documents are received and validatedThis offer is valid for one (1) year from the date of this email
Mr***, we have escalated your concerns to Delta Airlines directly regarding the problems you have encountered. Thank you again for the opportunity to address your concernsSincerely,
Charlotte ***
Orbitz Customer Relations

I purchased tickets round trip from Philadelphia to Orlando Florida after I purchased I checked the website again and the price was less than half of the price that I paid for the tickets, so I called them back and I put a claim online because they have best price guarantee, I put a claim in and they tell me that my claim does not meet the requirementsThe best price guarantee do not work they won't give you the difference in price

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meHowever, I would like to add that the inquiries and conversations took around 4-hours each of the three daysI would strongly advise that customer issues that are escalated to Tier and definitely Tier support be able to work with an agent directlyEach time, it takes minutes to finally reach Tier support and another to reach Tier corporate managersBecause of the lack of direct customer support, I will not be booking any flights through Orbitz in the near future because if something happens, as a customer, I have very little recourse.
Sincerely,
*** ***

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 This is based on Orbitz's reimbursement of the disputed amount
Sincerely,
Samuel ***

Dear Mr*** The Revdex.com has shared with us your correspondence regarding your recent experience with OrbitzIt is my understanding you state you were unaware that the credit from your cancelled flight to Boston, Orbitz record locator *** had an expiration
dateI 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 know per the fare rules placed on your ticket by *** Airlines, which were provided to you during the booking process on the Orbitz site and again when you canceled the reservation via the website, the credit you received when cancelling the flight was only valid one year from the original booking date, January 16, 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. As a travel agency, Orbitz is required to apply the applicable airline fare rules when rebooking a ticket using a credit from a canceled tripUnfortunately, as a distributor of tickets for the airline, we do not have authorization to extend the validity date of a credit from a canceled flight Nevertheless, we do value you as a customer; therefore, we would like to offer you a future travel voucher for the amount of your ticket, $285.20, to be used on your next Orbitz.com bookingOur voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needs Here are the instructions for the future travel voucher: When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at ***. Please reference case number and my letter offering the $voucher in your request. Orbitz will then issue a credit to the card used for the new booking. This offer is valid for one year from the date of this letter, until July 5, Mr*** we wish our response could be more favorableWe appreciate your business and look forward to serving you in the future with your travel needsSincerely, *** *** Orbitz Customer Relations Chicago, IL

July 31, Revdex.com Chicago, Illinois Complaint Department 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 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 Mr*** *** (Revdex.com case number ***) regarding a flight reservation. We understand Mr*** is requesting a refundOn July 25, 2017, we received receipt of the Revdex.com complaint Our records reflect on April 16, 2017, the customer self-booked a flight reservation for *** ***, *** *** *** *** ***Travel was on *** Canada, departing June 14, 2017, from Boston, Massachusetts to Delhi, India; and returning on July 14, 2017, from Delhi, India to Boston, Massachusetts with ***, via itinerary number ***The customer is stating that he was not allowed to board the flight due to issues with his travel documentationThe customer is stating that Orbitz did not disclose the information Upon further researching this matter, we can confirm on June 14, 2017, the customer contacted Orbitz advising that he was not allowed to board the flight due to issues with the travel documentationOrbitz contacted *** Canada, who advised that they would not authorize a refund; however would allow a flight creditThe airline advised that the customer would be responsible for the imposed airline change fee of $per person; plus any fare differenceThe customer advised that he would purchase a one-way flight and agreed to the flight credit In reviewing the account, based on the airline policy the tickets are nonrefundable, nontransferable and no name changes are allowedThe flight credit is valid for 1-year from the original date of issue of April 16, Please note that if the tickets are not used within the timeframe, *** Canada will consider the tickets as a lost value Orbitz was able to review the customer’s booking session that was made on April 16, During the booking and checkout path on our website, it was disclosed that Orbitz does not provide Passport/Visa requirements for international travelYour itinerary does provide a disclaimer for Passport/Visa requirements, which states: Proof of Citizenship is required for international travel. When children are traveling, additional documentation may also be necessary. It is your responsibility to meet entry requirements for the countries you are traveling to and connection throughThe emailed confirmation that was sent did provide this information as well 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 providersAir Canada was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary and not OrbitzWe must adhere to the airline’s policies Furthermore, when finalizing the reservation on Orbitz.com, the customer agreed to Orbitz’s Terms of UseThe Orbitz’s Terms of Use explicitly state as follows: The carriers, hotels and other suppliers providing travel or other services are independent contractors and not agents or employees of the Orbitz CompaniesOrbitz Companies are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death , property damage, or other damages or expenses resulting there-fromOrbitz Companies have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority In no event shall the Orbitz Companies, the Orbitz Partners and/or their respective suppliers be liable for any direct, indirect, punitive, incidental, special or consequential damages arising out of, or in any way connected with, your access to, display of or use of this Website or with the delay or inability to access, display or use this Website (including, but not limited to, your reliance upon opinions appearing on this Website; any computer viruses, information, software, linked sites, products and services obtaining through this Website; or otherwise arising out of the access to, display of or use of this Website) whether based on a theory of negligence, contract, tort, strict liability, consumer protect protection statutes, or otherwise, and even if the Orbitz Companies, the Orbitz Partners and/or their respective suppliers have been advised of the possibility of such damages. Based on the above Orbitz is unable to honor the refund request and or compensation We thank you for allowing us the opportunity to address the issues that were brought to our attention. Sincerely, Delia Kent Corporate Customer Service

Dear ***, The Revdex.com has shared with us your correspondence regarding your recent experience with OrbitzIt is my understanding you are requesting a refund for your reservation at the *** *** Express & Suites *** as you did not stay at the property due to your
disappointment with the service you received when contacting OrbitzI 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 youOur aim is to meet or exceed customer expectations, and I regret that in this case, we fell short of our goal Please know that we do regret your disappointment; however, we have contacted the property on and they have advised they will not authorize a refund for this reservationUnfortunately, as Orbitz has been charged in full for your bookings, and we are unable to offer a refund Nevertheless, we do value you as a customer and as a gesture of sincerity for your disappointing experience we have added $in Orbucks to your accountThey are valid until February 16, and are available to be used towards your next qualifying prepaid hotel booking ***, we appreciate your business and hope you will continue to use Orbitz in the future for your travel needsSincerely, *** *** Orbitz Customer Relations Chicago, IL

Initial Business Response /* (1000, 5, 2014/08/25) */
Dear Mr***
The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you furtherIt is my understanding that you encountered issues trying to secure confirmed seat assignments on your
flight to CancunOn behalf of Orbitz, I apologize for this disappointing experienceI appreciate the opportunity to review your concerns and respond
Orbitz, as an online travel agency, can appreciate your questioning about why you can be confirmed for a flight and have seats selected, and yet have those seats assignments changed before travelDuring the booking path, we explain that these selections are only requests, and it is up to the airline to confirm them
Based on our customers' preferences; Orbitz transmits a request about the seat requested to the airlineHowever, please note that the seat assignments are ultimately the decision of the airlineFurthermore, we advise our customers that if they have special needs, it is always best to check with the airport's airline personnel so that the airline may accommodate these needsThe airlines do not assign seats based on where or how a reservation is madeAll travel agencies, as well as the airlines themselves, are given the same consideration when pre-assigning the seats
Nevertheless, we regret this disappointing experienceAs a gesture of our sincerity, Orbitz would like to offer you a $future travel voucher on your next Orbitz.com bookingOur future travel voucher is meant to emphasize our commitment to you and we remain hopeful you will continue using Orbitz for your travel planning needs
Here are the instructions for the future travel voucher:
When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at *** Please reference case number *** and my e-mail offering the $future travel voucher in your requestOrbitz will then issue a credit to the card used for the new ticket purchaseThis offer is valid for one year from the date of this e-mail, until August 25,
Mr***, thank you for allowing us the opportunity to respond to your concernsWe truly value your business and look forward to serving your travel needs in the future
Sincerely,
***
Orbitz Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (3000, 7, 2014/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand how the process works, and accept thatThe issue I had was not the initial assignment of incorrect seats, but the waste of my time having to call orbitz and speak with different agents, and then being cold transferred to united airlines to handle it myselfDoes that sound like proper customer service to you? It certainly does not to me
I appreciate your gesture of sincerity, and I am very happy that you plan to emphasize your commitment to me, but I feel my time is worth more than the $you have offered
I only get to travel every years or so with the economy the way it isI would appreciate a travel voucher with an extended expiration, and my original request of $is worth my time, and loyalty to Orbitz
Final Business Response /* (4000, 9, 2014/09/03) */
Dear Mr***,
Thank you for your responseAs you have requested, I have now created a $voucher in your namePlease note the new case number in the instructions below:
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 September 3,
Best Regards,
***
Orbitz Customer Relations
Chicago, IL

Dear Sharon, Thank you again for the quick responsePlease know I have spoken with Air France on your behalfThey advised that when you are ready to rebook; you should call them directlyIf the agent will not assist you, please request a supervisorOnly Air France can waive or decrease the amount of their penalty feeSince the reservation was booked on Orbitz; we have added documentation to the record that allows Air France to assist you in any way they canSharon, I hope this information is helpful to youSincerely, Jeanna *** Orbitz Customer Relations Chicago, IL