Orbitz

February 14,
Revdex.com
Complaint Department - Orbitz
Re: Orbitz Case #: ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from *** *** (Revdex.com complaint ***) We regret to hear Mr*** did not accept our response and/or resolution offered
Orbitz’s goal is to provide an exceptional customer experienceThe customer is requesting further assistance with the canceled hotel reservation
As previously advised, Orbitz’s corporate customer service is unable to access the information needed to further assist Mr*** When the reservation was canceled, the customer was given information via email on which department within Orbitz would be able to provide more information
Orbitz as a company it’s broken down into several departments and some of these departments may have sensitive information that can only be discussed between the customer and that department
Orbitz continues to stand by our original replyCorporate customer service is unable to provide information to Mr*** that is currently unavailable to the department therefore is unable to provide compensation to the customer as requested
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

Initial Business Response /* (1000, 5, 2015/08/05) */
Dear Mr.***
The Revdex.com has shared your recent correspondence pertaining to the purchase of an airline ticket on the Orbitz websiteI appreciate the opportunity to review your account and respond to your
concernsMy understanding is that you booked tickets on *** through Orbitz on February 8, While traveling last week, your backpack was taken, and it contained your passport and driver's licenseWhen you contacted Orbitz, the agent advised that you have a credit on *** until February, You stated that after October of this year, *** would no longer be flying from your local airportYou are requesting a refund due to the fact you would not have an opportunity to use the residual ticket credit before February,
On behalf of Orbitz, I apologize for any inconvenienceI have contacted *** on your behalf, and they have authorized a refund in this situationI have sent the tickets to our Refunds Team for processingThe refund will go back to the original form of payment, the Mastercard ending in ***Please allow at least business days for the refund to appear on your account
Mr.*** thank you for reaching out to us in this matter, we appreciate your business and look
forward to serving your travel needs in the future
Sincerely,
***
Orbitz Customer Relations
Initial Consumer Rebuttal /* (2000, 7, 2015/08/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
***
We thank you very much for working with us in the unique situationWe look forward to using Orbitz again in the future

Dear Mr***, The Revdex.com has shared with us your correspondence regarding your recent experience with OrbitzIt is my understanding you contacted our Customer Service team regarding your stay at the Quality Inn, Orbitz booking number ***, due to the dates of
stay being incorrectYou were advised that you could cancel and rebook for no penalty; however, you have been charged the amount of $for the reservationI appreciate the opportunity to review your account and respond to you On behalf of Orbitz, I would like to apologize for any frustration or inconvenience this has caused you After further review we have confirmed when you contacted Orbitz on January 29, our agent did contact the property and was advised by the hotel representative that no penalty would be collected if you canceled the original reservation and rebooked a new reservationTherefore, Orbitz has processed a refund in the amount of $which will appear back to the original form of payment within to business days Mr***, we appreciate your business and hope you will continue to use Orbitz in the future for your travel needsSincerely, *** *** Orbitz Customer Relations Chicago, IL

I booked two flights through orbitz so I can recieve the orbitz rewards when doing soHowever when reviewing my account I found that only one of my bookings gave me any rewards/creditsI called and asked about this an was told there was nothing they could do to fix the situationSeems like an easy fix but no effort was given at all to try to resolvePoor customer service and dont reccommend using there service when other companies would actually act like they want your buisness

If you cancel a flight within their cancellation conditions...check your credit card statements as the refunds tend not to show up...even weeks later When I called, they confirmed that I had made the cancellation within the specified time and then said it was my problem to deal with my bank with *** I asked for detailed accounting information so that I could follow it up and then they then transferred me to their international department where they asked for my bank's phone number and insisted that I stay on the line while they tried to contact my bank to sort it out I was overseas when I made the call and asked if they could call me back after it was sorted...but they refused Not great customer serviceNot sure if I will use their services again

Complaint: ***
I am rejecting this response because: The entire matter was caused by Orbitz representatives, the investigation process resulted In favoring Orbitz, however Orbitz lied to protect themselves and not have to reinstate my ticketI ended up paying more money to travel to my destination. I do not accept the response
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: Orbitz sold me the “package.” The flight that was cancelled became the same flight(s) that we took, paying double the amount for same day serviceObviously, Orbitz and *** wish to pass the culpability to one another, but as the customer, I was left to fend for myselfPerhaps Orbitz can acknowledge that evidently when the package was booked, the flight was unavailableLogic dictates that shifts the responsibility back to your company, as the remainder of the package remained in tactIn fact, how would we have been able to utilize the remainder of the package w/o air?? This entire fiasco is ridiculous, and if it were not my son’s wedding, I would not have paid for same day flightsI feel disappointed, abandoned, and undervalued as an Orbitz customer
Sincerely,
*** ***

May 21,
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
Re: *** Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact ***, Incregarding 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. ***, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
***, Incis responding to the consumer complaint from Ms*** *** (Revdex.com case number ***) regarding a promotional offer
We regret to learn of the customer’s issue when booking on our site. We are not able to duplicate the problem she brings to our attention and don’t find that any of our sites are currently running free hotel promotions. When free flights or free hotels are part of a package booking promotion, there are very specific terms for the offers.
*** serves only as a third party booking intermediary and does not own or operate any travel related business or services. As such, we must abide by the terms of the vendors who utilize our site to offer their services. When the hotels and airlines do joint promotions, they only apply to certain hotels and flights, and they are often restricted by the number of flights or hotel rooms the vendors will provide for the promo pricing. Once the number of discounted rooms or flights reaches the vendors limits, the promotional pricing is no longer available on that day, or possibly for that promotion. *** does not have the ability to override the terms or pricing of vendors. Further, our Terms of Use states; pricing is not guaranteed until booking is complete, as pricing is always subject to vendor availability and fluctuation
The customer does state our agents advised we were experiencing site errors. If this was the case then again, we apologize. It is never our intention to inconvenience our customers and we to make every effort to address website problems as quickly as possibleWe would also like to make the customer aware that pricing is set by the vendors and while our website is not updated in real time, our booking system links in to the vendors live sites where they monitor and update their pricing constantly as prices fluctuate and products sell out.
We will forward the customer’s concerns to our web team for their information also so that they can also look into the matter further to see if any technical corrections need to be addressed.
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,
*** ***
Tier Corporate Customer Service

Initial Business Response /* (1000, 5, 2015/09/14) */
Dear ***
The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you furtherIt is my understanding that your reservation was canceled without your permission, and Orbitz failed to notify you of
the cancellationI appreciate the opportunity to review your account and respond to your concernsOn behalf of Orbitz, I apologize for the disappointing experience and the inconvenience this caused you
After reviewing your account, I show the reservation was canceled by our Revenue Protection Department due to issues they encountered with the credit cardPlease know once all the billing information could not be verified; they felt they needed to protect the card holder
The reservation was booked on August at 3:PM, and we sent you a "Booking Request." At 4:PM, we sent another email advising the reservation was canceledBoth emails were sent to the email address on the account
Once canceled, a refund was processed to the credit card on file, and this should have posted to the account within to business daysAs the reservation was canceled so soon; you may only have seen a pending charge of the ticket priceIf you have questions about the issues they encountered with the credit card, please send an email to [email protected]
*** 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 future with your travel planning needs
Sincerely,
***
Orbitz Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (3000, 7, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate the response although it is always the same result; I never received a cancellation emailI spend over $100,a year in travel for work and will not spend another $with Orbitz

Initial Business Response /* (1000, 5, 2015/08/03) */
Dear Ms***
The Revdex.com has shared with us your recent correspondence regarding your experience with OrbitzIt is my understanding that you purchased*** Insurance with your reservation and
were disappointed to learn that it did not cover your reason for changing or cancelling your airline ticketsOn behalf of Orbitz, I would like to apologize for any frustration this has caused youI appreciate the opportunity to review your account, and respond to you
Please know,***, the insurance provider for Orbitz Worldwide, provides a number of different travel partners with various insurance plansWhen you booked the travel insurance on Orbitz.com, we provided the following information for your review:
Peace of mind is only a click away with travel insurance from***
Get reimbursed up to 100% if you cancel or interrupt your trip for reasons like covered illness, injury, layoff, and more
Emergency medical/dental, travel and baggage delay coverage
24/award-winning live support (Stevie Awards for Customer Service)
Important Fact: the average out-of-pocket cost of medical emergency transportation outside the U.Scan be as high as $25,000!
Terms, conditions and exclusions apply, learn moreProduct available to residents of all states except: WAPlans underwritten by Jefferson Insurance Company or BCS Insurance Company
When you click on the "learn more" link, you are directed to***'s website, which explains the coverage and covered reasons for compensation in more detail
Please understand we feel the information provided on the website regarding the travel insurance clearly explains that you will only be reimbursed if your reason for cancellation is covered, just as with any insurance
Furthermore, 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 guidelinesAs a travel agency, Orbitz is required to apply the applicable airline fare rules when performing a ticket exchangeAs a distributor of tickets for the airline, we do not have authorization to waive change fees or issue refunds for non-refundable ticketsThe rules and fees charged to make a change are the same whether the reservation was booked with Orbitz or with the airline directly
Ms*** thank you for providing us with the opportunity to respond to your concernsWe truly value your business and hope to have a future opportunity to service your travel needs
Sincerely,
***
Orbitz Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (3000, 7, 2015/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will not do business with Orbitz in the future - Orbitz has lost my businessThis travel insurance is a scam and misleads the publicShame on you Orbitz,

Complaint: ***
I am rejecting this response because:
Refund of USD issued on December 6, had nothing to do with Best Price GuaranteeIt was the refund for airline tickets minus cancellation feeThe business response misrepresents airline tickets refund for Best Price Guarantee refund:
"Our records indicate that this matter was resolved on December 6, when the customer was refunded $for the Best Price Guarantee claimAfter further review of the customer’s account we are able to verify that his flights related to the package were canceled and refunded by *** Airlines".
Sincerely,
*** ***

July 24,
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 and collection issues.
Our records show on June 29, 2017, Mr*** self-booked an Orbitz.com car reservation via booking number *** with a pick up date of June 30, for a quoted amount of $1,We understand from the customer’s complaint the reservation was canceled after contacting customer support a $Orbucks credit was promisedMr*** is requesting for credit to be honored as promised
Upon researching the customer’s complaint, no case documentation was found prior to Mr*** contacting us via email on July 9, regarding the $Orbucks creditFurther research shows, at the time the customer first contacted us, the car reservation was still active and not canceled
We can also confirm, Mr***’s case was escalated to our corporate customer support team and neither call nor recording were found stating the customer was promised a credit
Orbitz’s acts only as a third party intermediary for car reservation and can only quote a price since these are pay later bookings onlyOrbitz is not able to provide a credit or for an active reservation or not paid for in advanceBased on the information provided above, we are unable to honor Mr***’s request for compensation
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

I reject Orbitz response based on the following reasons:Based on Massachusetts General Law Chapter 93A, I feel that Orbitz displayed unfair business practicesOrbitz seems to have a long track record of not properly displaying their all-inclusive package detailsOrbitz has already admitted improperly displaying the transportation feesOrbitz also incorrectly displayed my package during an all-inclusive search on their websiteOf note, Orbitz has promptly updated their website based on my initial complaintI am again requesting a full refund of the hotel fees.Thank You,*** ***

December 2,
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 Cindy *** (Revdex.com complaint #*** regarding the refund request.
Our records show on November 6, 2016, Ms*** self-booked an Orbitz.com hotel reservation via booking number *** in the amount of $of that amount $were Orbucks and the rest was paid with a credit cardWe understand from Ms***’s complaint, upon cheat the hotel she was advised no reservation was found and after contacting customer support several times no proper resolution was givenThe customer is requesting a full refund of the amount paid for the reservation and further compensation due to poor service given by the hotel and Orbitz customer support
Upon researching the customer’s complaint, we can confirm on November 21, 2016, a full refund of $was process back to each original form of payment, $I Orbucks went back into her account and $went back to the credit card usedWe can also confirm when Ms*** brought this matter to our attention on November 23, 2016, a $coupon was placed on her account
Orbitz’s goal is to provide an exceptional customer experienceWe do regret any inconvenience she encountered in resolving this matterAs the issue has been resolved to Ms***’s desired outcome with a refund and further compensation given, 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,
*** ***
Orbitz Corporate Customer Service

Complaint: ***
I am rejecting this response because:I did contact Orbitz and the airlines that I was cancelling and the insurance company and all said they documented it. I was instructed to file a claim with *** responded saying it was declined because it did not meet their criteria either. When I booked the ticket I was advised by Orbitz to get the insurance. When I booked the ticket I was out of the country on active duty and I explained that I didn't know what the orders and dates would beI was advised by Orbitz to get the insurance which I did. I contacted Orbitz and the airline to cancel the second part of the ticket. They BOTH claim I did not. I would be more than happy to provide to you the phone log from my verizon account showing the phone #'s on that document. This is just a way to scam money and time out of me.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: To quote Orbitz "Unfortunately, customers
are unable to review the actual amounts during the booking process; only after
the booking is complete, and the confirmation email is generated with the
service fee amount to be advised," So the fee is not disclosed until it is too late to book elsewhere and avoid paying the fee.Orbitz also said “Most airline tickets
purchased on Orbitz.com do not include a service feeCertain tickets carry a
fee ranging from $to $25." For my transaction their fee was more than the $maximum they claim, I was charged a fee of $43.98I am seeking a refund of the $fee
Sincerely,
*** ***

May 31, 2018Revdex.comOrbitzComplaint DepartmentRe: *** Case #: ***Dear Revdex.com,Thank you for your response We have reviewed the documentation/new information *** *** provided to further address his/her concerns.We regret we could not meet the customer’s needsHowever must hold to our rules and restrictions and we cannot honor a refund as previously advised.Thank you for allowing us to address this matter further As this matter has been resolved and no additional information has been provided, we respectfully request the Revdex.com close this case.Sincerely,*** ***Corporate Customer Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10945560, and find that this resolution is satisfactory to me
Sincerely,
Charles ***

Dear Mr***, Thank you for the follresponse, and I do apologize for your continued disservice with Orbitz Please know that we did receive your email you sent Customer Relations and Orbitz responded to your inquires via the Revdex.com Again, I apologize for any inconvenience this may have caused. However, the information to redeem your *** was mentioned in the email that was sent to you last December. In the email, it states to email Orbitz after you booked your reservation and then your account will be refunded the amount of your ***. Mr***, we understand this is not the reply you were hoping for, but we are unable to grant your refund request. The *** is good to use until December 28, 2016. Thank you again for the opportunity to address your concerns Sincerely, *** *** Orbitz Customer Relations Chicago, IL

Dear Han,The Revdex.com has shared your recent correspondence pertaining to a reservation reserved via Kayak; however, you were advised that the booking failed, but you were still charged. On behalf of Orbitz, I apologize for this disappointing experience, and appreciate the
opportunity to review your account and respond to your concerns.Please know that your concerns have been reviewed with Kayak. They have found there was an issue with your reservation properly updating with your ticketing information, and forwarding your email confirmation. Due to the issues you encountered, a refund has been processed in the amount of $USD to the credit card used to reserve the booking. Please allow to business days for the refund to process.Han, we certainly apologize for any inconvenience this has caused. We do appreciate your business, and hope that we have a future opportunity to serve you.Sincerely,Charlotte ***Orbitz Customer Relations Tell us why here