Orbitz

Initial Business Response /* (1000, 10, 2015/06/16) */
Dear Ms***,
The Revdex.com has shared your recent correspondence pertaining to your disappointment in the type of car received, and that your hotel was under constructionOn behalf of Orbitz, I apologize for your disappointing
experience, and appreciate the opportunity to review your account and respond to your concerns
Upon reviewing your account, I do show that you reserved a Air + Hotel +Car package booking for yourself under Orbitz locator PBORBXXXXXXXXXXUpon reviewing your reservation, I do show that the booking was confirmed directly via our websiteI do show that you contacted our Service Center on June 7, 2015, and requested to upgrade your car rental to a convertibleWe canceled and refunded the original car reservation, and rebooked your new reservation under PBORBXXXXXXXXXXThe new booking was reserved via Economy at the lowest price we had to offer for this type of vehicle, and it was at an offsite location; however, they do provide a shuttle serviceI have contacted Economy directly, and they have advised that a Chevy Camaro convertible was the type of car that was receivedIf you were initially mistakenly given a Volkswagon instead, this is only something that can be verified by Economy directly
Ms***, we certainly regret your disappointment with the hotel property, but the property does not have any alerts that they are still undergoing constructionWe are unable to offer a refund as the stay was completed; however, as previously advised, Orbitz would like to offer you a $USD future travel voucher on your next prepaid 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 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 ***@Orbitz.comPlease reference case number XXXXXXX 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 until June 16,
Ms***, we appreciate your business, and we hope you will provide us with a future opportunity to serve you with your travel planning needs
Sincerely,
*** ***
Orbitz Customer Relations
Initial Consumer Rebuttal /* (3000, 12, 2015/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There were several concerns regarding the rental car and I understand them giving me the wrong type of car is an issue to deal directly with the rental car companyMy biggest concern was it was booked in the wrong name and I was never told you were switching me from an on airport site rental car business to one that was off site and I would need to take a shuttle toI specifically said I wanted to pick the car up at the airportIt was booked under Firova and my last name is *** and has been for yearsIf I did not find that error, I possibly could not have even gotten a carAs far as the hotel and the construction, the hotel says they have informed all their outside booking agencies of the construction and was forth coming when I called them pretending to inquireYou also said there was nothing you could do because the booking had been completed, yet when I called and the booking was still in progress, I was informed by Orbitz employee that under no circumstance could they change anything about my hotel reservation or could they refund me and I was not allowed to cancelI should not be punished because the booking is completed when I was not allowed to make changes when the booking was in progressI have used Orbitz times and have had problems times and I am not sure as to why you think a voucher that I have to use with Orbitz is acceptableI will not use Orbitz again and I am sure you would understand why if you had to walk up and down flights of stairs almost daily and had to relax by a pool to the sound of a jack hammer hours per day
Final Business Response /* (4000, 14, 2015/06/24) */
Dear Ms***,
Thank you for your follresponse, and I appreciate the opportunity to respond to your continued concerns
Please know that I have reviewed your car rental booking, and the last name of Firova was listed as a traveler in the accountWe apologize that this was the name initially chosen, and the situation was correctedThe lowest priced option was given, and car rentals that offer shuttle service from the airport are still considered airport locations
Ms***, we certainly regret your disappointing experience, but we are unable to offer a refund for services that were renderedWe do hope that you decide to utilize the future travel voucher offered as compensation for your experienceWe do appreciate your business, and hope that we have a future opportunity to serve you
Sincerely,
*** ***
Orbitz Customer Relations
Final Consumer Response /* (4200, 16, 2015/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept their resolution because they continue to say , although we made mistakes , your reservation is over Of course it is over I work full time and only have planned ahead vacations I tried to resolve during my vacation and nothing happened I could not cancel , drive home and have a do over employees have to ask for time off and get it approved I was forced to make the best of a bad situation but was never apologized for orbitz' mistakes or misleading information I will also note they only acknowledge and reply to portions of complaints Orbitz has the worst customer service I have ever experienced and do not care if ones vacation was delayed , ruined or anything else as long as they got their money They prove that by continually pointing out they can do nothing once the reservation is over ! Duh - my vacation is over and Orbitz misleading and failure to help me ruined a week off I will never get back !

Complaint: ***
I am rejecting this response because:This is incorrect, I did NOT decline to be relocated to another hotelThe customer service representative supervisor at Orbitz did attempt to relocate us to another hotel, however the information that was given to us for the hotel was erroneous; the number for for contacting the hotel was as was the name of the agent that the representative allegedly spoken to, this person did not existThis was stated in the statement that I initialed made.
Sincerely,
*** ***

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

Complaint: ***
I am rejecting this response because: A consumer (me) has no control over when the hotel that I BOOK IN ADVANCE chooses to delay placing the charge for the cost of the room until that actual time. I feel that Orbitz has purposely worded their offer this way, knowing full well that the charges will never be prepaid because that is not part of their procedures when booking is done through Orbitz.
I had previously attempted to use the $credit once before and got the same run-aroundTherefore I contacted Orbitz customer service, spoke to a live person, explained the situation and inquired whether or not I could submit the request after the fact. I was assured that this would be fine. Obviously that will not be the case and at this point I am too frustrated to go any further. Rest assured I will never utilize Orbitz again and I will be certain that my friends, family and anyone who will listen will hear about the inexcusable experience I had, and the inexcusable way I was treated after the fact
I appreciate your attempt to help and hope that this is recorded somewhere so that other travelers will be forewarned.
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/09/24) */
Dear Mr***
The Revdex.com has shared your recent correspondence pertaining to the validity of a canceled ticketI appreciate the opportunity to review your account and respond to your concerns
From your complaint, tickets
were booked via the website on September 8, for travel on November 2, Due to personal reasons, the trip was canceled on September 12, 2013; the credit with*** Airways was issued on the same dateYou have attempted to use the credit without successYou believe that Orbitz did not disclose the validity of the credit which resulted in a loss of the creditYou are asking Orbitz to honor the credit for future useFurthermore; your perception of Orbitz has become discontented due to the service you have received
Mr*** I do understand your concern in this regard, as airlines continue to add various charges in order to maintain costs; travel can be a hectic experience, and Orbitz does try to meet the expectations of our customers with current information made available on the website along with terms and conditions of sales
According to my research, the booking was made privately, meaning there was no assistance from a telesales representative to book over the phone
Additionally, the cancellation on September 12, was private; you were provided the details of the credit along with the validity of one year from the date of issue, September 8, Orbitz generated an email cancellation receipt which provided the details
As a travel agency, Orbitz is required to apply the applicable airline fare rules act the exact moment of the purchaseThe tickets were sold as non-refundable with restrictionsPlease understand Orbitz is only a purveyor of tickets for airline carriers we display on our siteThis entire fare was paid to the respected airline, and Orbitz is required to adhere to all the airline's rules and restrictions
Non-refundable ticket rules include airline waivers only in the event of the death of the traveler or spouseThis policy is consistent throughout the airline industry, and the same rules would apply if you had booked the ticket directly from the airline or another travel agency
If you review the credit card statement, on the date of purchase, all funds collected for the tickets were charged to*** Airways, not OrbitzAfter the validity date of September 8, 2014, the airline would purge the data and forfeit the creditThe airline would not have any data available to review your case and no extension of the credit from the purchase would be offered
Although I understand your frustration and dissatisfaction; we are confident that all pertinent information about the terms and conditions as well as the cancellation policy was presented to you during the booking process
Regrettably, Orbitz is not in a position to compensate for any additional expenses due to the situation presented
Mr*** I understand this may not have been the answer you were looking for; however, we hope this explanation clarifies the reason Orbitz will not refund the amount desired of $
Sincerely,
***
Orbitz Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After canceling the flight I was never informed of these rules that was stated to me last week when I tried to use some of the creditWe were not able to take the trip until now due to medical reasons
As far as looking at my charges, the credit card doesn't have history for anything past a year from today's date even after I opened a claim
Even when I called the number the other agent provided, they were shocked that I was not informed in writing when my ticket was canceled
Final Business Response /* (4000, 9, 2015/09/28) */
Dear Mr***
In your reply, you wrote about your dissatisfaction with a decision we had madeWe regret your continued disappointmentSince you have contacted us again, you clearly feel strongly about these issues
As I have explained previously; both the initial booking along with the cancellation were made privately; there was no contact with a telesales or customer service representative to verify the terms and conditions of the ticket and or credit
Tickets and or credits have only one year's validity; this is the policy of the airline,***, not Orbitz
As you have stated, the credit card statement is not viewable past one year; this would indicate data is not held after one year, as airlines have the same type of data holdings
The airline would not have any data available to review your case and no extension of the credit from the purchase would be offered
We have given this matter every consideration and at the same time, provided you detailed responses regarding it
We regret the enduring unhappiness with our serviceAs we have evidently reached an impasse, there will be no further replies forthcoming from our office regarding this issue
Sincerely,
***
Orbitz Customer Relations

Initial Business Response /* (1000, 5, 2015/09/23) */
Dear***
The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you furtherIt is my understanding that you requested your reservation be changedHowever, when you arrived at the airport; you
found the exchange had not been processed, so you had to purchase new ticketsI appreciate the opportunity to review your account, and respond to your concernsOn behalf of Orbitz, I sincerely apologize for the disappointing experience, and the inconvenience this has caused
Please know we are currently still reviewing this issueCan you go ahead and provide receipts for the new tickets you purchased?
Thanks,
***
Orbitz Customer Relations
Chicago, IL

May 15,
Revdex.com
Orbitz.com - Complaint Department
Re: *** *** ** ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer Rebuttal from our client, Mrs*** ***
We have further researched Ms*** complaint (Revdex.com case number *** regarding a refund due under the Orbitz Travel Protection Plan
Our records show this matter was resolved on May 11, when the customer contacted Orbitz.com and our agent refunded her itinerary in full, as authorized in our previous response. Orbitz now considers this matter to be closed
Again, we thank you for allowing us the opportunity to re-address the issues that were brought to our attentionAs this matter has been resolved, we respectfully request the Revdex.com close this case.
If you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
*** ***
Tier Corporate Customer Service

Dear MrReitinger,The Revdex.com has shared your recent correspondence pertaining to not being able to travel as scheduled due to not being aware of the airline imposed schedule change that occurred on your flight. On behalf of Orbitz, we apologize for any disappointment, and
appreciate the opportunity to review your account and respond to your concerns. At Orbitz, we do offer our customer the convenience of being able to access their booking via their “My Trips”. We make every effort to update all information regarding your flight details via this service. However, when airline imposed schedule changes occur, the change will occur in your itinerary, but may not always update on the Orbitz provided “My Trips” as the change was made by the airline directlyIt is recommended that flights are checkfor as quickly as this is allowed by the airline, especially when trips have been made far in advance. All updated flight information will be displayed during the cheprocess. Nevertheless, due to the confusion, I have processed a refund in the amount of $1,total back to your Visa card ending in 0732. Please allow to business days for the refund to process.We apologize again for the any disappointment. We appreciate your business, and we hope you will provide us with a future opportunity to serve you with your travel planning needsSincerely, Charlotte ***Orbitz Customer Relations Tell us why here

May 5, Revdex.com Chicago and Norther Illinois Complaint DepartmentRE: Orbitz Case ***
Dear Revdex.com, Thank you for contacting Orbitz regarding the second rebuttal from our customerWe are responding to the consumer complaint from *** *** (Revdex.com case number ***). The second rebuttal is a rejection to providing additional commentsHowever, no new or additional information has been provided for Orbitz to considerAs such, there is no change to the resolution that has already been provided. Part of our response has been in replying to the Revdex.com regarding the complaint and providing the summary of events based on our notes and other recordsThe resolution that may assist our customer is information meant to provide awareness of what can be provided.We thank you the Revdex.com for allowing us to address this matterHowever, as no further information has been provided we are respectfully requesting that the case now be considered closed or resolvedSincerely,*** ***Corporate Customer Service

Initial Business Response /* (1000, 5, 2014/10/08) */
Dear Ms***
The Revdex.com has shared your recent correspondence pertaining to the flight changes associated with airline ticketsI appreciate the opportunity to review your account and respond to your concerns
On
behalf of Orbitz, I want to sincerely apologize for the inconvenience and confusion this has causedIn reviewing your reservations we regret that you didn't receive your airline schedule change notifications
I understand that you have booked a cruise and made arrangements to ensure there would be sufficient time to arrive before that
As a gesture of our sincerity, Orbitz would like to offer you a $USD future travel voucher on your next prepaid 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 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 [email protected] 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 October 8,
Ms*** we appreciate your business, and we hope you will provide us with a future opportunity to serve your travel planning needs
Sincerely,
***
Orbitz Customer Relations

Revdex.com
Complaint Department - Orbitz
Dear Revdex.com,
dir="LTR">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 you
Orbitz is responding to the consumer complaint from *** T *** (Revdex.com case number ***) regarding their reservations
As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe will submit our final reply via the Revdex.com's websiteAgain, 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,
Tier Customer Service

Complaint: ***
I am rejecting this response because: A consumer (me) has no control over when the hotel that I BOOK IN ADVANCE chooses to delay placing the charge for the cost of the room until that actual time. I feel that Orbitz has purposely worded their offer this way, knowing full well that the charges will never be prepaid because that is not part of their procedures when booking is done through Orbitz. I had previously attempted to use the $credit once before and got the same run-aroundTherefore I contacted Orbitz customer service, spoke to a live person, explained the situation and inquired whether or not I could submit the request after the fact. I was assured that this would be fine. Obviously that will not be the case and at this point I am too frustrated to go any further. Rest assured I will never utilize Orbitz again and I will be certain that my friends, family and anyone who will listen will hear about the inexcusable experience I had, and the inexcusable way I was treated after the factI appreciate your attempt to help and hope that this is recorded somewhere so that other travelers will be forewarned.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:I understand that some third party travel agencies might have a delay in updating their prices and can only offer customers the price that the direct flight companies offer, however, this is not the case for OrbitzI attempted to book over flights on their website, and every single flight increased the cost of the flight after putting in my payment information and attempting to check outWhen I called customer service (before getting hung up on every time I called) they gave me the same script as Orbitz's original response to my complaint and the manager stated that "our prices are updated and verified directly with each airline and updated to be accurate on our website every minutes to an hourSo this error will be updated within the hour, I guarantee it." (direct quote)In fact, I have been monitoring their website every single day for over a week and all of these flights are still listed at the same low price and when I attempt to check out, their website increases the priceOn every single flight I attempt to book, and this has been the case for over a weekSo Orbitz response of "our website takes minutes to an hour to update and have the acetate prices" is a lie because they have been like this for over a weekSo this company is in fact using a Bait and Hook tactic and luring customers in at the attractive low price and then increasing the price at checkout after all payment info has been typed inThis is advertisement and clearly beyond the scope of a website being out of dateThey are intentionally deceiving customersAnd they are doing this on a mass scale: dozens of flights on their website for long periods at a time. If they cannot offer the cheaper flights with the airlines like they are advertising on their website, then I am demanding a store credit or voucher, or else I will continue to push this issue and publicize their unethical and straight up illegal actionsThe only acceptable resolution to this complaint will be for them to stop these actions and make sure the prices they are advertising on their website are actual prices that customers can book a flight forIf they cannot do this then they should not be putting out a priceAnd I would like a store credit or travel voucher to resolve my personal damages from their actions.
Sincerely,
*** ***

Dear Jason,The Revdex.com has shared your correspondence with
Orbitz so that we may assist you furtherIt is my understanding that you were dissatisfied with your
recent stay at the A Victory Inn and Suites - Ann Arbor
The property did not provide the breakfast that was
advertised on the website,
and you encountered unforeseen issues with the propertyI
appreciate the opportunity to review and respond to youOn behalf of Orbitz, I
apologize for the disappointing experience and the frustration this caused you.Hotel
properties or their representative companies provide their own content
information on the Orbitz website, which includes the star rating, location,
amenities, and property descriptionOrbitz relies solely on each hotel to
provide us with accurate descriptions of their propertiesWhen we learn
of situations like this, Orbitz takes immediate action to prevent any
unfavorable experiences for our customersIn this case, I have notified the
appropriate parties, and they are currently in the process of reviewing this
complaintOur hope
is that this valued criticism will allow them the opportunity to make
improvements where necessary and therefore, modify how their property is
presented to the publicWe thank you for bringing this to our attentionThe
other customer service issues you encountered are best addressed with the hotel
directlyOnly the organization responsible for
managing the hotel operations can fully address your concern.Also, at
Orbitz, we offer a broad range of hotels and resorts for all different customer
typesSo, to help our customers make the best decision for their vacation, we
now include customer feedback and ratings relating on their experience at hotel
properties shown on our websiteOn your
behalf, we contacted the hotel management team on your behalf and requested a
refundOur refund request was denied, and Orbitz has been charged in full for
your hotel stayUnfortunately, if the hotel will not refund your money to
Orbitz; we are unable to refund youHowever,
as a gesture of goodwill, I do show on November 30, 2015; you were issued a
$future travel voucherI have increased the voucher to $Our 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 [email protected]
Please reference case number and my letter offering the $future
travel voucher in your requestOrbitz will then issue a credit to the card
used for the new bookingThis offer is valid until November 30, 2016.Jason, thank
you for your valuable feedback, and I hope you
chose to place a review on your hotel experienceWe appreciate your business, and we
hope to have an opportunity to serve you in the future.Sincerely,Jeanna
***Orbitz
Customer RelationsChicago,
IL

Complaint: ***
I am rejecting this response because: they totally ignored the fact that I caught this mistake on both parties [orbitz and hotel] part and inconvenience it causedthe process of booking should be seamless and its not with orbitz as you never know if the hotel got the money or not that you asked orbitz to forward and it always causes inconvenience to the consumerBut whatever this is taking too much of my time and energy and I won't do any further business with orbitz but would LIKE TO WARN OTHER CUSTOMERS THAT THEY WATCH OUT FOR DUPLICATE PAYMENT.
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 meHowever I expect to receive the refund and honor such commitment in a acceptable lapse of time othrewise I will look forward to refile the complain
Sincerely,
*** ***

Customer support on phone waiting time is really annoyingThey keep giving wrong waiting time estimatesI last 5-times I spend 1-hours in line and then it got disconnectedThe waiting time they said at the start was 2-mins
I need to urgently cancel/change/book my travel tickets
On top of all this they charge service fee for this kind of service

Dear Mr***, Thank you for your follresponse, and I appreciate the opportunity to address your continued concernsWe certainly regret to hear of your family situation, and your reservation has been thoroughly reviewed, and given every consideration. However, the reservation confirmed was associated with a nonrefundable rate, and we advised prior to confirming the reservation. We contacted the property on your behalf on two occasions, and but your refund request was declined. We do show that this information was properly conveyed by our agentsMr***, I wish that my reply could be more favorable, but we are unable to grant your refund requestThank you again for the opportunity to address your concernsSincerely, *** *** Orbitz Customer Relations Tell us why here

Initial Business Response /* (1000, 5, 2015/09/08) */
Dear Mr***
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 canceled stay at the*** ***
I appreciate the opportunity to review your account, and respond to your concerns
All cancellation policies are posted on the website based on the rules established by the hotelThroughout the booking process, the website recaps the selections made by the customerPrior to confirming your booking, the website recaps your selection again and alerts you to review your reservation carefully, including the complete cancellation policyThe cancellation policy for your reservation at the*** Inn and Suites*** was stated as follows:
Cancellations or changes made within day prior to 4:PM local hotel time on the day of arrival are subject to a $chargeCancellations or changes made after 4:PM local hotel time on the day of arrival are subject to a 100% chargeWe are sorry but refunds are not available for early check-out
Mr*** at the time you canceled your stay the cancellation policy had already went into effect and the reservation was non-refundablePlease know that we do regret your disappointment; however, we have contacted the property on several occasions and a refund has not been grantedOrbitz has been charged in full for your bookings, and we are unable to offer a refundNevertheless, we have issued you a future travel voucher in the amount of stay, $99, to be used on your next Orbitz.com booking
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 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 8,
I 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,
***
Orbitz Customer Relations
Chicago, IL

Complaint: ***
I am rejecting this response because: When we called Orbitz Customer Service, they refused to help us with this matter and only offered hotels costing hundreds of dollars more Orbitz did not wish to help with this situation and left us without a place to stayOffering more expensive options is a fraud tactic on the part of Orbitz Why would they not offer us a hotel in our price range? And the response to the Revdex.com is only a pro forma responseI do not accept the response of Orbitz as they did nothing to assist in this situation Any potential Orbitz customer shoukd beware before making a booking as Orbitz does not honor their hotel confirmations
Sincerely,
*** *** ***