Orbitz

Initial Business Response /* (1000, 5, 2015/08/28) */
Dear Ms***,
The Revdex.com has shared your recent correspondence pertaining to an airline booking made through our siteI appreciate the opportunity to review your account and respond to your concernsMy understanding is that
a reservation was made in your name on May 25, 2015, and
a charge to your credit card for $You are stating that you never booked this and are requesting a refund
On behalf of Orbitz, I apologize for any inconvenienceIn review of the booking, this was made through our contact center by an agentThe booking was made in your account, on your credit card, and it is for self-travelOur Customer service team has also investigated and found that there was no error made
Unfortunately, the ticket is nonrefundable, but can be exchanged for another ticket by May 25,
At that time, the airline will charge a $change fee and any additional fare difference, if applicableSince the ticket was issued by*** Airlines, and a portion of this ticket was on ***
Airlines, the fare rules determine if the ticket can be refundedSince this ticket is nonrefundable, we are
unable to waive those fare rules
Thank you for reaching out to us in this matterWe regret we are unable to offer a refund in this
situation
Sincerely,
***
Orbitz Customer Relations

Initial Business Response /* (1000, 5, 2015/06/18) */
Dear Mr***,
The Revdex.com has shared your recent correspondence pertaining to your disappointment that the fare for the flight itinerary chosen increased before you could confirm the bookingOn behalf of OrbitzI
apologize for your disappointment, and appreciate the opportunity to review your account and respond to your concerns
Orbitz goal is to offer the lowest fare available to our customersHowever, all fares are determined directly by the airlines and can be updated at any timeUnfortunately, 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
Airfares and availability change throughout the day, based on demand for the flight and the airlines' right to change them at any timeUnfortunately, fares can change very rapidly as the carriers continually adjust their flight loads, especially during peak travel timesOrbitz monitors these changes closely and makes every effort to keep our fare displays as current as possible
Mr***, I have reviewed your account under the email address of *** and I do not show any bookings confirmed via OrbitzNevertheless, we do apologize for your disappointment in our services, but please understand that Orbitz does not charge you directly for airline reservationsAirline fares are not guaranteed until ticketed, and we are unable to offer a refund if a fare increasesI wish we could offer you a more favorable responseWe do appreciate your business, and hope that we have a future opportunity to serve you
Sincerely,
Charlotte ***
Orbitz Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/06/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My time is just as valuable as Orbitz and to take the time to fill out and submit the form and then get no explanation for not getting tickets and redoing and resubmitting the form and having to figure out on my own as to why took my timeI should have been notified immediatelyThe price should be honored once you are in the process of filling out the necessary paper work for tickets, you have logged on the site at the appropriate time for that priceThis practice is very poor business, if your in a store to purchase something the price is not changed while you are filling out the paper work for the item!
Final Business Response /* (4000, 9, 2015/06/19) */
Dear Mr***,
Thank you for your follresponse, and I appreciate the opportunity to respond to your continued concerns
Please know that airline fares are based on specific classes of serviceThe airline only releases so many seats per fareIf the lower fare is confirmed by other passengers before you have completed your reservation, that fare will no longer be availableAirline availability is made available to all travel agencies and the airline themselves as wellOrbitz does not charge you directly for airline tickets, and airlines do not guarantee their fares until the ticket has been issued
Mr***, we apologize again for your disappointment, but we are unable to offer a refund if a fare is no longer availableThank you again for the opportunity to address your concerns
Sincerely,
Charlotte ***
Orbitz Customer Relations

Initial Business Response /* (1000, 5, 2014/03/13) */
Dear Ms.***
The Revdex.com has shared your recent correspondence pertaining to the cancellation of your outbound flight on March 12, I appreciate the opportunity to review your account and respond to your
concerns
When a flight cancellation occurs, you will either need to contact our office, or if you are at the airport, you would need to go to the airline counterYou will then be given the available options available to help you reach your destinationUpon reviewing your reservation, I do show that you have contacted our office, and new flights were given for travel
Ms.*** many flights were either canceled or delayed on March 12, due to the weatherCompensation is not offered due to weather related delaysWe appreciate your business, and hope that we have a future opportunity to serve you
Sincerely,
***
Orbitz Customer Relations

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
It is a completely inadequate and dishonest response
Sincerely,
*** ***

Dear Sharon, The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you furtherIt is my
understanding that you are upset with the service you received when you called our service department to cancel your reservation due to the death of your family memberI appreciate the opportunity to review your account and respond to your concernsOn behalf of Orbitz, we are very sorry to hear about the loss of your loved oneOrbitz strives to provide the best possible customer service, and I regret that in this case, we fell short of our goalAfter reviewing your account, I do show the canceled reservation under record locator PBORBPer the terms and conditions placed on this ticket by Air France; you still have a credit to use for future travelThe reservation has to be used by the same traveler and on the same airlineYou must rebook prior to June 30, You will also be responsible for the airline penalty fee of $plus fare differenceAs a one-time courtesy, we will waive our $processing fee, and this information will be noted in your accountUnfortunately, we are unable t offer a refund, because the ticket is non-refundableSharon, thank you for allowing me to review this with youWe appreciate your business, and we hope to have an opportunity to serve you in the futureSincerely, Jeanna *** Orbitz Customer Relations Chicago, IL

Initial Business Response /* (1000, 5, 2014/06/12) */
Hi Mrs.***
Thank you for taking the time out to speak with me todayWe appreciate your sharing your Orbitz experience and thank you for your patience while this matter was reviewed
As we discussed, Orbitz does not
auto-correct traveler names and booking details, including insurance provisions, is able to be reviewed online during booking, prior to sending payment; as well as after booking within the Orbitz Member AccountFurther, as you know, Orbitz offers a 24Hour courtesy cancellation periodRegrettably, this option was not selected - as the names were the pressing concernHowever, as we agreed, the name problem was not an Orbitz error - but an oversight on the part of the booker
Regardless, I do understand your frustration, after contacting Orbitz and reviewing the information for Name Changes online - you found that the airlines gave conflicting info - and the only viable option was to cancel for any possible airline refund
Mrs.*** I sincerely apologize that you had such a difficult experienceOur records show that Orbitz was not contacted via phone until June 11, - after the courtesy cancellation period expiredFurther, as we discussed, the airline provided conflicting info directly to you - first stating that the correction could not be done, then after cancellation and refund request, stating that they indeed could process your requestRegrettably, Orbitz is not responsible for mis-information received directly from the airline
As we discussed, we simply have no oversight of airline service/operations or exceptionsOrbitz does not hold the funds paid for airfare, we must adhere to the airline fare rules at all times, which include any restrictions for name changesUnfortunately, in this case, via Orbitz service, the only option would be to cancel the reservation/ticketsAs you mentioned, the airline, at the time of your initial request, prohibited your name correction/changeI am truly sorry for our limitations in such matters
Please be assured, as we discussed, Orbitz has no interest in misleading customers, having difficult interactions or providing poor optionsWe do not have any control of airline determinations in any caseRegrettably, Orbitz is a "true" third party - having neither the funds paid for airfare, nor any "authority" to override the airlines written fare rules (without their expressed consent)
However, as I mentioned, we do strive for positive outcomes whenever possibleFor that reason, although the "cause" of the issue was not due to Orbitz - we made no error with your booking - as agreed I would like to offer some recompense, in lieu of the airlines disservice to youAs we discussed, I am able to provide either direct credit of $450USD ($150USD per/person/ticket) in light of the airline penalty for refund; which would be processed at the time of airline refund verification for tickets XXXXXXXXXXXXX, XXXXXXXXXXXXX and XXXXXXXXXXXXXAs advised, typically airline refunds process within business days to the card on file for the reservationTherefore, as we discussed, you'd need to affirmatively advise, if you'd like this option
Or, your second option, as we discussed, is to have issued Orbitz Future Travel voucher in the amount of $450USDOur vouchers are valid from one (1) year from date of issuance; and only for qualified bookings made via Orbitz.com
In this case, as we discussed, the applicable bookings would be Prepaid Hotel, Vacation Package, or AirOur vouchers are "post payment" - meaning that you'd book the reservation at full cost - then request the redemption of the travel voucher to the card on file for the new bookingAgain, as we discussed, you'd simply need to advise me if you'd prefer this option
Mrs.*** please know that either option is offered as final resolution to your concernPlease understand, in this case, we've provided review of this issue at all organizational levels, contact center, social media, Headquarters, and now, outside agencyRegrettably, while we do strive for outstanding service, please understand Orbitz made no errorHowever, we do sincerely hope to end dissatisfaction with our site and service if possibleTherefore, as we discussed, I do hope you consider our resolution offer and respond via your chosen channel - Revdex.com
Thank you for your sharing your concernWe look forward to your response
Kind Regards,
*** ***
Orbitz Customer Relations
Chicago, IL
***
Initial Consumer Rebuttal /* (2000, 7, 2014/06/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was satisified with their customer service representative- she did the best she could to correct the situation

Dear ***, The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you furtherIt is my understanding that the reservation you booked on our website was supposed to be economy class instead of business classAlso, you were charged additional by
*** because your return flight was economy light, instead of economy classicI appreciate the opportunity to review and respond to your concernsOn behalf of Orbitz, we apologize for the disappointing experience and the inconvenience this caused youAt Orbitz, we understand the importance of providing accurate information to our customers regarding their bookingsWe do show during the booking process; it did advise the first two flights were in business classIt also showed on your confirmation page, and you were given a rate of $ USD, and this included the insuranceThis information was also updated on the website under your “My TripsMost airlines do allow Orbitz to offer their customers a “Free Cancellation” if brought to our attention within hours of making the booking for any errors that may have occurredRegarding baggage fees: the information posted on our website regarding baggage fees is the information the airlines send to usTraveling between Munich to Naples; they offer economy light, economy classic, and economy flexThis is how the information is posted on their website as wellYou would need to contact the airlines directly to know what type of fare you bookedOrbitz can only tell you if the class of service is economy, business, or first classI sincerely apologize for the confusionDue to the confusion, Orbitz has issued you a $future travel voucher to use on your next Orbitz.com prepaid 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 ***@Orbitz.comPlease 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 February 18, ***, thank you for bringing this to our attentionWe appreciate your business, and we hope to have an opportunity to serve you in the future with your travel planning needsSincerely, *** *** Orbitz Customer Relations Chicago, IL

Initial Business Response /* (1000, 5, 2014/12/04) */
Dear Mr.***
The Revdex.com has shared your recent correspondence pertaining to the additional charges from the *** Yacht Club and Resort on your accountI appreciate the opportunity to review your account and
respond to your concerns
It is my understanding that upon completion of your night stay at the *** Yacht Club and Resort your account was charged $per room, and you're requesting a refund of these charges
Mr.*** on your behalf I have contacted the hotel and requested an explanation for the charges of $per room as well as a refund, if applicableAfter researching your reservation with the hotel, the hotel representative advised that they will review the charges; however, the hotel is requesting a copy of your statement showing the charges made to your accountPer hotel request, please send the copy of your statement showing the charges in question to: ***
Please know that any charges to your account initiated by the *** Yacht Club and Resort must be handled directly with their accounting departmentUnfortunately, Orbitz will not be able to refund any funds that were initially charged to your account by the hotel
Mr.*** 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
Chicago, IL
Consumer Response /* (3000, 13, 2014/12/31) */
I followed the instructions as stated in my response from Revdex.com by sending an email to *** on 12/12/with copies of our statements showing the charges in questionWe have given them ample time to respond and have heard nothing as of yetNow our case is closed and nothing has been resolved
Business Response /* (4000, 15, 2015/01/08) */
Dear Mr.***
The Revdex.com has shared your recent correspondence pertaining to the additional charges on your account from the *** Yacht Club and ResortThank you for your follow up response, and I appreciate the opportunity to review your continued concerns
I have contacted the hotel and spoke with *** in regards to the email you sent to her on December *** has confirmed with me that she did not receive an email from you as of yet, and has requested that you resend the email or fax the copies of your statement to her at XXX-XXX-XXXXFurthermore, we discussed the charges on your bill you received from the hotel and *** has found that your bill reflects additional charges; however, both charges are of different amountsFor room the additional pending amount is $29.18, and for room the amount is $The copies of your statement will confirm that you were charged these amounts in question, and will better assist *** in investigating the reasons for the charges
Mr.*** I sincerely apologize for any confusion this may have caused you, and I appreciate your patience in this matterWe 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
Chicago, IL
Business Response /* (2000, 17, 2015/01/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We accept their proposed resolution to refund the extra charges as this is all we had an issue with

March 23, Revdex.com *** *** * *** *** Complaint Department RE: Orbitz Case *** Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from Ms*** ***Orbitz, Incis once again responding to the consumer complaint from Ms*** (***) regarding a refund request of two itinerariesThe customer was previously asked to provide an Orbitz itinerary number, or copy of the confirmation which proves the customer had an Orbitz flight reservationThis information would enable us to access the account which contains the reservation the customer is referring toI have reviewed the details regarding Ms*** rebuttal however she has provided a “trip id” number that is not used by OrbitzOrbitz has reviewed all of the customer’s concerns in an attempt to resolve the case to the customer’s satisfactionI have reviewed any possible accounts by name, itinerary number, and or ticket number in order to find the original itinerary Ms*** described in her complaintNo account has been found with the original itineraryMs*** may also contact Orbitz if they wish to learn more or if she can provide any new informationAt this time we have no other option than to ask the Revdex.com to close this caseWe 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, *** *** Tier Customer Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find the amount requested of $was credited to my cardIt is unfortunate that Orbitz did not resolve this issue when we requested it of them, and that we had to go through Revdex.com to resolve the mistake made by Orbitz's agentWe will never be using Orbitz again.We thank Revdex.com for their service in helping keep businesses honest
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2014/07/29) */
Dear ***
The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you furtherI understand you received a promo code, but it will not work on our websiteI appreciate the opportunity to
review and respond to you
Please know some hotels will not accept our promotion codesAs a gesture of goodwill, Orbitz issued you a $USD future travel voucher to use toward your next Orbitz.com bookingI show the voucher has already been redeemed, and $refund was processed to the Discover 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

Dear ***,
11pt;">
The Revdex.com has shared your recent correspondence pertaining to the terms and conditions on what type of bookings are eligible to redeem your Orbucks towards. I appreciate the opportunity to review your account and respond to your concerns
At Orbitz, we do offer our Orbitz Rewards program so that customers can Orbucks on many different booking options via our website. However, Orbucks can only be redeemed towards prepaid hotel bookings reserved via our website. Orbucks can be earned while booking a flight or package including flights, but they can only be redeemed towards a qualifying prepaid hotel bookingI have provided the terms and conditions below for your review
Redeeming Orbucks
Orbucks earned on a hotel booking may be used towards any Redeemable Hotel bookingOrbucks earned on a flight or flight-inclusive package booking may be used towards any Redeemable Hotel booking with a chedate (a) hours after you booked the flight or flight-inclusive package on which the Orbucks were earned, or (b) on the departure date of the flight or flight-inclusive package booking, whichever is earlierIf you attempt to use Orbucks on a Redeemable Hotel booking that does not meet the foregoing conditions, You may not be able to apply some or all of Your Orbucks to that Redeemable Hotel booking Redeemable Hotels are designated in hotel search results by an "Orbucks applied” message for that hotel When booking a Redeemable Hotel, You will have the option to use all Your Orbucks to pay for part or all of the booking (if Your Orbucks balance is greater than amount due)If You choose to use Your Orbucks, we will subtract the amount of the Orbucks you are redeeming from the total amount due for Your booking If You choose not to use Your Orbucks, they will remain in Your account for future use, subject to any expiration Orbucks with the earliest expiration date will be redeemed first ***, we certainly regret any disappointment, but we are only able to offer Orbuck redemptions towards a qualifying hotel only booking. We do appreciate your business, and hope that we have a future opportunity to serve you
Sincerely,
*** ***
Orbitz Customer Relations

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,
*** ***

May 4,
Revdex.com
Complaint Department - Orbitz
Re: Orbitz Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the
comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Orbitz is responding to the consumer complaint from *** ** (Revdex.com complaint #***) regarding the billing issues.
Our records show on April 5, 2017, Mr* ** self-booked two Orbitz.com hotel reservations, itinerary #*** with two rooms and itinerary #*** with one roomWe understand from the customer’s complaint, she booked each reservation using a 15% off promotion but it was not applied correctly to both of the booking and is requesting a price adjustment for the reservations
Upon researching the customer’s complaint, we can confirm on April 8, 2017, when Mr* ** brought this matter to our attention via an email correspondence, the customer was informed a 15% discount was applied to the first two rooms booked within itinerary #***Mr* ** was advised that based on the terms and condition of the promotion, the discount could only be used twice, therefore it was not applied to the third room booking
Orbitz’s goal is to provide an exceptional customer experience, as a one-time courtesy, a refund in the amount of $was processed to the form of payment on file as a 15% discount on itinerary #***Keep in mind, future reservations that Mr* ** books using a promotion must abide by its terms and condition as no compensation would be provided if the rules do not apply to a bookingAs the issue has been resolved to the customer desired outcome, Orbitz considers this matter closed
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

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,
*** ***

Dear ***,
The Revdex.com
has shared your recent correspondence pertaining to you being denied boarding on the return portion of your ticket due to your full name not appearing on the ticket. On behalf of Orbitz, I apologize for this disappointing experience, and I appreciate the opportunity to review your account and respond to your concerns Please know that the full name of each passenger is listed in the security information; however, it is not required that the middle name be issued on all tickets. There are limitations on the number of characters that can be added to the name on a ticket, and it does depend on each persons’ flight and passport information ***, we certainly apologize for the problems you encountered with your return flight. Due to the issues you encountered, we will process a full refund in the amount of $1,USD back to your *** card ending in ***. Please allow to business days for the refund to process. However, we are unable to grant your request for a refund of the return portion of the original ticket reserved
***, 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: 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 response.I 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,
*** *** ***

Dear *** The Revdex.com has shared with us your correspondence regarding your recent Orbitz experienceIt is my understanding you are upset with the service you received when contacted Orbitz regarding a name correctionI 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 Each airline provides Orbitz with their own set of rules regarding name corrections, including if they are allowed and if they charge a fee for the correctionIn this case, *** Airlines has stated name corrections are not allowed if there is another carrier on the ticketUnfortunately, as *** Airlines was also on the reservation, *** Airlines would not allow Orbitz to process a name correction to your reservation ***, it is the responsibility of the Orbitz member or the person using the account on the member’s behalf to confirm all travel specifications before completing the booking process. Orbitz is explicit in the importance of reconfirming the traveler and itinerary selections. Throughout the booking process and prior to the final selection, the website recaps the selections made by the member. The traveler name is highlighted above the purchase button on the final ‘Review and purchase’ page Please know per the fare rules placed on your ticket by *** Airlines the reservation is non-refundable; therefore, Orbitz is not in a position to process a refund for your reservation. Nevertheless, we do value you as a customer, and as a gesture of sincerity for your disappointing experience we would like to offer you a $future travel *** to be used towards your next Orbitz.com bookingOur *** 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 ***: When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at ***@customercare.orbitz.com. Please reference case number *** and my letter offering the $*** 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 March 5, ***, we wish our response could be more favorableWe appreciate your business and hope you will continue to use Orbitz in the future for your travel needs Sincerely, *** *** Orbitz Customer Relations Chicago, IL

Dear Ms***, The Revdex.com has shared with us your correspondence regarding your recent experience with OrbitzIt is my understanding you state when you canceled your reservation to *** you were advised that you would receive a refund for the reservation; however, you
have since learned that the reservation was non-refundable at the time of the cancellation On behalf of Orbitz, I would like to apologize for any frustration this has caused you As a travel agency, 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 servicePlease know *** Airlines does allow us to courtesy cancel a reservation up until 10pm CST the day after booking; therefore, you would have had to cancel your reservation by 10pm CST on January 13, to qualify Ms***, after further review of your reservation we show that the tickets were canceled at 10:18pm CST on January 13, 2016, which is after the courtesy cancellation timeframeFurthermore, at the time of cancellation the website would have advised that the reservation was non-refundable and while you would not receive a refund to your credit card each passenger would have the amount of their ticket to use towards a future *** Airlines flightUnfortunately, as your reservation was not cancelled within the courtesy cancellation time period, Orbitz would not be in a position to process a refund for the ticket We wish our response could be more favorableWe appreciate your business and hope you will continue to use Orbitz in the future for your travel needs Sincerely, *** *** Orbitz Customer Relations Chicago, IL