Orbitz

I booked a vacation package for me and my fiancé and the resort room we stayed at was the wrong oneWe couldn't change it because our orbitz receipt didn't display the correct nameWe would have to pay again for the roomWe paid extra money for a room we never got

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,
*** ***

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 ***

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,
*** ***

Complaint: ***
I am rejecting this response because:
Dear Sir or Madam,
the Orbitz response is unacceptableThey ignored the fact that I called them prior to hours expiration of free tickets cancellation and fooled me with the cost of the same airlines tickets for a different day for exchange with much lower feeIt is simply ignorance toward their customers
***

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 to Boston with Orbitz booking number ***I 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 youAfter further research we have confirmed when you contacted Orbitz on February 11, 2016, to inquire about making a changes or cancellation to your flight reservation the agent you spoke with an agent who advised that you would be able to change or cancel your flightUnfortunately, per the fare rules placed on the reservation by Delta Airlines no changes or cancellations were allowed; therefore, the information provided to you by our agent was incorrectPlease know as you were provided incorrect information Orbitz has processed a refund in the amount of $for the reservation, back to the original form of paymentThe amount of time it takes to process a refund depends on how quickly your credit card company takes to process refunds***, we appreciate your business and hope you will continue to use Orbitz in the future for your travel needsSincerely, *** *** Orbitz Customer Relations Chicago, IL

Dear Mr***,
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The Revdex.com has shared your recent correspondence pertaining to usage of your ***. It is my understanding that you contacted Orbitz Customer Service, and the agent was unable to assist you with using your ***. You are requesting compensation of $I appreciate the opportunity to review and respond to your concerns
We have forwarded your letter to the Director of our Customer Service Center for reviewClearly, our representative should have handled your inquiry more appropriatelyOur Director will address this issue with the agent to ensure better service in the future. I apologize for any inconvenience this may have caused
Please know that future travel *** is good for a prepaid Orbitz.com airline, hotel or vacation package booking. After you purchased your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at ***@customercare.orbitz.com. Please include your case number ***. Orbitz will then issue a credit to the card used for the new booking. This information was also provided when the *** was issued on December 28,
Orbitz is not in a position to surrender your ***; however, your *** is good to use until December 28,
Mr***, we hope we have addressed all your concerns, and we hope you will provide us with a future opportunity to fully restore your confidence in our products and services
Sincerely,
*** ***
Orbitz Customer Relations
Chicago, IL

Dear Ms***, The Revdex.com has shared your recent correspondence pertaining to not being notified of the airline imposed schedule changes that occurred on Ms*** flight, and you are requesting compensation due to the inconvenience this has causedI appreciate the
opportunity to review your account and respond to your concernsAt Orbitz, we certainly understand the frustration that an airline imposed schedule change can cause, and we make every effort to notify our customers when a change occurs. Upon reviewing your account, I do show that there were changes made to Ms***’ reservation, and with the final change, the departure time on her return flight was moved from a 11:32A to departing at 11:06A due to the different connecting city now being offeredWe certainly regret that notification for the change was not received; however, the departure time only changed by minutes. It is advised that travelers should be at the airport at least one hour prior to departure. The new departure time would have been displayed on Ms*** boarding pass prior to proceeding to securityMs***, we certainly apologize for any confusion or inconvenience this has caused, but we are unable to offer any further compensation at this time. We do appreciate your business, and hope that we have a future opportunity to serve youSincerely, *** *** Orbitz Customer Relations

Initial Business Response /* (1000, 5, 2015/08/28) */
Dear Mr***
Per our phone conversation today, I have contacted our sales representative at***
to assist in authorizing either a waiver for a refund of the original ticket for *** or an authorization to change the name on
the existing ticketI will also continue to monitor the booking for updates by our Customer Service representatives
Thank you for reaching out to us in this matter, we appreciate your business
Sincerely,
***
Orbitz Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/09/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told by the orbitz customer relations associate that they would assist in authorizing either a waiver for a refund of the original ticket for the party in need of name change or an authorization to change the name on the existing ticketNeither was deliveredInstead another customer service agent*** told me that there was nothing more they could do unless I wanted to cancel my flight and pay 500$ cancellation fee per ticketThat is more than 300$ per letter when all that needed to be done was add an UEL to*** to make***UELSeriously, how is this impossible? The customer's name, date of birth, passport *** and demographic information all would remain the sameThe fact that they are ok with allowing an airline that they work with to charge 1000$ for three letters just to update a current ticket is absurdI also called on Tuesday Sept 1st and was told a reply would be given within hoursOne was not receivedIt took nearly two weeks and over 4hrs of phone time to address this issueDue to the fact that Orbitz is unwilling to stand up to the airlines on my behalf I now will have to include the credit card company in attempt to get my money back, if it is even possible
Final Business Response /* (4000, 9, 2015/09/09) */
Dear Mr***
With regard to the waiver requests through the airline, we made the request initially two weeks ago
Changing a name on an existing ticket unfortunately is not a simple matter.*** Airlines issued the ticket, not Orbitz, and their fare rules apply.*** does not allow name changes, so this further complicates the issueMost airlines, including U.Sdomestic carriers also do not allow name changes
They specify the name must match what appears on the passport
When working with our airline vendors, especially foreign carriers, the response time may be very prolongedIt is not uncommon for it to take several weeks to receive a responseWhen I spoke to you on the phone, my suggestion was to rebook the ticket under the name***, and then we would work with*** to request a waiver for a refund of the original ticketUnfortunately, this process is not instantaneous and may take quite some timeThey did respond to me yesterday and asked for the new
ticket informationWhen I looked at the bookings, however, I noticed that you did create a new booking under the name of ***, but there now appears to be another booking for yourself, along with the new one for himLooking further, I am not showing you canceled the previous booking you hadIt appears that you changed the very first flight on United from San Francisco to Las Vegas to a different flight timeThe original booking for you for the United flight departing at 409pm is still showing confirmed, as well as space on the other flightsIn this case it is now double booked, so in order to prevent your booking being canceled by the airlines, it is necessary for you to cancel the booking that you will not be usingThe original booking is under Orbitz locater ***The new booking is under Orbitz locater*** If you will not be using the original booking under ***, this should be canceled, so as not to hold duplicate spaceFor future, it is best to make changes to an existing booking, rather than create a new booking separately
I am still working with*** to try to secure a refund on the original ticket for ***
Thank you,
***
Orbitz Customer Relations

Dear Ms***, The Revdex.com has shared your recent correspondence pertaining to your refund request due to medial issue. I appreciate this opportunity to
respond to your concernsIt is my understanding that you requested a refund for your three airlines ticket with an Orbitz Customer Agent and your request was denied by the airlines requiring more detailed documents. I apologize for any inconvenience you may have encountered. Today on your behalf, I contacted Jet Airways, and they have authorized your refund requestWe have processed the refund for your three ticketsEach ticket was refunded in the amount of $ 414.40, for a refund total of $1243.20. Please allow to business days for the refund to processMs***, 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 servicesSincerely, *** *** Orbitz Customer Relations Chicago, IL

Dear MsOsborn, The Revdex.com has shared your recent correspondence pertaining to your recent car booking I have reviewed your reservation history to better understand the nature of your concerns You had a car reservation for with Thrifty and
had requested a Ford Focus, or similar vehicle, for a pick up on December 23, However, when you picked up your car, the Thrifty agent advised that in order to confirm the Ford Focus, there would be an additional cost of $ Furthermore, I found that you paid for the extra fee of $to confirm the Ford Focus On your behalf, I contacted Thrifty and spoke to a Thrifty Customer Service agent The Thrifty Customer Service agent was unfortunately unable to determine what took place at the time of pick up I apologize for any inconvenience you may have experienced Please know that I have reviewed your account, and I found that there is a resolution to your concerns On January 6, at 1142A CST, you were advised by Orbitz that you will receive a refund in the amount of $the additional cost to confirm your vehicle preference Please allow to business days for the refund to process 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 Badalamenti Orbitz Customer Relations Chicago, IL

May 23, Revdex.com Orbitz 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 attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from *** *** (Revdex.com case number *** regarding a flightWe understand you are a refund for the difference in a lower price found on a recent flight booked through OrbitzWe researched this matter further and our records show a flight reservation departing from Toronto to Port of Spain was booked via our website on March 27, without any assistance from an Orbitz representative Orbitz has a program we offer to our customers called the “Orbitz Price Guarantee” and the general terms of honoring a price match are as follows: Thanks to the Orbitz Price Guarantee, you can book with confidence, knowing that if you find your flight, car rental, cruise or activity cheaper on our site or another site within hours, we'll refund you the differenceFor packages, you have up until hours after booking and for hotels; we go even further and accept claims up to hours before check in! On May 3, we received a claim for the lower price found in airfare; however the claim was rejected because it was not submitted within hours of booking the reservation as required for flight only reservationsIn light of our findings; while we understand Ms*** concerns we cannot honor a refund in this matterWe regret our response could not be more favorableWe 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 usSincerely, *** *** Corporate Customer Service

I made an attempt to purchase airline tickets through OrbitzI selected my seats and my computer automatically filled in the namesWhen I added my credit card information and I was ready to accept the terms to complete my purchase it continued to kick me off times and ask me what state I lived in I clicked NY timesI was then informed the price had changed I attempted to reach customer service and was on the phone with different people for over an hour They were not able to resolve my situation and unfortunately I was unable to understand them since they were from another country

Dear ***, The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you furtherIt is my understanding that you needed to “courtesy cancel” your reservation, but you were not able to reach anyone at OrbitzI appreciate the opportunity to review and
respond to your concernsOn behalf of Orbitz, I apologize for the disappointing experience and the frustration this caused youPlease know most airlines do give us the option to void a nonrefundable ticket within a specific time period so if there are errors madeThis is a courtesy that we make available to our customersHowever, the time period is very strict, and once the time has passed; we would no longer be able to offer this service***, as this reservation was booked on January 24, to travel on January 24, 2016; you would have needed to cancel this reservation prior to departure of the flightWe do advise in our terms and conditions that if the reservation is not canceled, and the airline tags you as a no-show; the ticket value will be forfeitedBy clicking agree and continue, you acknowledge that you have read and understand the terms and conditionsIf you are not able to reach our 24/service department before the flight departs, you have the option of canceling the reservation on the website under your “My Trips.” *** *** Airlines has declined to offer a full refund, but will only allow a refund for a very small portion of the taxes***, I wish we could offer a more favorable response, but the funds for the tickets are with ***, and not OrbitzWe appreciate your business, and we to have an opportunity to serve you in the futureSincerely, *** *** Orbitz Customer Relations Chicago, IL

Complaint: ***
I am rejecting this response because:
The first time I called in, after being on the phone for hours, one of your customer service supervisors said she would book the tickets and cover the fare difference since the error was no fault of my ownIt is important to note that at this time the fare difference was only $She said she new I had been on the phone a long time and would take care of this and then call me back within an hourShe never called backAlso, I booked tickets for two adults, not oneFurthermore, while all this was going on, your website orbitz.com said "your booking is confirmed, there is no need to reconfirm your booking" So if I had not happen to notice the email saying the reservation had been cancelled, I would have assumed that all was well with my flightFinally, I had been told several times when calling in that my case had been "escalated to a higher team" and a "specialized agent" these teams or agents never called me backFinally, after being told repeatedly that the charge made by Orbitz would fall off my card, it never did and I had to file a chargeback to get it removed
Sincerely,
*** ***

There really is nothing further to say on the matter. I promise you it was Orbitz who charged our card--not *** Airlines. If I could forward that proof without divulging other priviate information, I would do so. Orbitz clearly doesn't want our business going forward and offers nothing but excuses for not being forthcoming as well as a very small discount on future business from which they would benefit anyway. At this time it is just a matter of my mother and me taking this trip, hoping for the best, and moving forward with other travel agencies we have previously used who worked well for us should future needs arise. No further communication is necessary.
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/07/29) */
Dear Mr***
The Revdex.com has shared your recent correspondence pertaining to cancellation of a hotel booking through the Orbitz websiteI appreciate the opportunity to review your account and respond to your concerns
My understanding is that you canceled a booking you had made for the Holiday Inn
Panama City Beach hotelYour chedate was July 24, 2015, and the cancellation was done on July 22, You mentioned that the original confirmation displayed a cancel policy of 6pm on day of arrival, however you received an email on July 22nd that stated if cancellation was done before 6pm on day of arrival, there would be a penalty charge of $Clearly this information was contradictory and I apologize for the confusionAlso, let me apologize for the customer service issues you experienced when calling our contact centerOur goal is to provide excellent service and create a smooth travel experienceI regret that you did not find this to be the case with your recent booking
Mr*** please be assured that we appreciate your businessSince the information was presented to you incorrectly, I am going to process a refund to you for $This will go back to the original form
of payment, the Visa card ending in***Please allow 7-business days for the refund to appear on your accountI have also escalated this issue to our Hotel team for follow up, and to ensure that the
information presented during the booking process is consistent with any email notifications you may receive prior to arrival
Thank you for reaching out to us in this matterWe hope that you will give us a future opportunity to restore your confidence in our products and services
Sincerely,
***
Orbitz Customer Relations
Initial Consumer Rebuttal /* (2000, 7, 2015/07/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes, I accept their response of immediately recognizing that their policy of taking consumers money for cancellation is obviously an attempt to defraud consumers of their rightful refund
However, let it be known they are purposely taking advantage of consumers with their automatic refund policy of snagging the first day and believe the Revdex.com should look into their website practices, especially since they are being held to an A+ rating, and that they are accredited with the Revdex.comThe ONLY reason I did not get taken for $is because I had to waste close to hours getting this resolve and go as far as complaining with the Revdex.comBUYERS BEWARE that Orbitz on-line refund platform is designed to automatically TAKE the 1st night refundI will confirm the refund or be back in touch through the Revdex.comThank You

Dear Ms***, The Revdex.com has shared your
recent correspondence pertaining to your booking on Turkish Air in regard to
denied boarding due to travel documentsOn behalf of Orbitz, I apologize for
any confusion, and appreciate the opportunity to review your account and
respond
to your concerns.After researching your inquiry based on the
information that you gave us, I was unable to find a reservation for Ronna Rose
Loberiano *** for travel on October to Germany. Can you please verify that you confirmed your
booking on Orbitz.com and provide an Orbitz confirmation number starting with
PBORB or the email address associated with the Orbitz account. If you have more information, please send it
to me, and I would be happy to further research your inquiry. Ms***, if you have another email address
that could have possibly been used or the Orbitz confirmation, please let me
know, and I would be happy to further research your inquiry. Sincerely,Luisa
BadalamentiOrbitz
Customer RelationsChicago,
IL

Dear Ms***, The Revdex.com has shared your recent correspondence pertaining to your refund request due to your disappointment in the hotel property. I appreciate the opportunity to review your account and respond to your concernsAs the booking in question was not directly
reserved via Orbitz.com, I did forward your concerns to the appropriate party. We have been advised that due to your continued disappointment, they have granted your refund request. Ms***, thank you again for the opportunity to address your concerns, and we apologize for this disappointing experienceSincerely, *** *** Orbitz Customer Relations Tell us why here

Revdex.com:I appreciate the company's comments indicating that the situation was not uniquely its own faultNevertheless, I would strongly urge Orbitz to review its customer service procedures to ensure that agents are more carefully trained to understand and effectively route customers' concerns.I would note, to that effect, that minutes after my three-hour conversation with Orbits I received an email (1) stating that Orbitz had unsuccessfully tried to contact me via telephone and (2) advising me to contact the airline directlyThat kind of communication frankly adds insult to injury because (1) no incoming calls were ever placed, and Orbits had my correct number on file and (2) I had explained in painstaking detail that it was impossible to contact the airline, an experience shared by the Orbitz agents themselves.Nevertheless, I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI would like to thank the Revdex.com for its efforts to keep companies to account
Sincerely,
*** ***