Orbitz

Initial Business Response /* (1000, 5, 2015/01/06) */
Dear Ms.***
The Revdex.com has shared your recent correspondence pertaining to the change fees associated with an airline ticketI appreciate the opportunity to review your account and respond to your concerns
My
understanding is that you originally purchased a United Airlines ticket through Orbitz for a trip in February This trip ended up being canceled and at that time you were advised that there would be a $airline change fee at the time you rebook, but that the balance of the credit could be applied to the future ticketThey also advised you of a $Orbitz feeWhen you attempted to rebook, you were informed that the change fee of $would be applicable, and they would not be able to apply the $creditOrbitz agreed to drop the $feeYou also were on the telephone with our Customer Service Team for an extended amount of time
On behalf of Orbitz, I apologize for this disappointing experienceUpon review of this reservation, I show that you contacted us and the agent conferenced United Airlines on the line, and you eventually booked the new reservation directly with themIn your letter, you wrote about a problem experienced with our service and the conflicting information that was given to you regarding the fareOur aim is to meet or exceed customer expectations, and I regret that in this case we fell short of our goal
Ms.*** please be assured that your business is appreciatedAs a gesture of our sincerity for your disappointing experience, Orbitz would like to offer you a $future travel voucher on your next Orbitz.com bookingOur future travel voucher is meant to emphasize our commitment to you and we remain hopeful you will continue using Orbitz for your travel planning needs
Here are the instructions for the future travel voucher:
When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at ***@orbitz.comPlease reference case number XXXXXXX 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 for one year from the date of this letter, until January 6,
Ms.*** thank you for telling us where extra attention is neededWe appreciate your business, 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

Dear Mr***, The Revdex.com has shared with us your
correspondence regarding your experience with OrbitzIt is my understanding
there was an issue with booking a flight reservation on the Orbitz website and
you had to call Orbitz to book the reservationYou are
requesting a refund for
the $booking fee charged to make the reservation with the agentI
appreciate the opportunity to review your account and respond to your concernsOn behalf of Orbitz, I would like to apologize for your
disappointing experiencePlease know as onetime courtesy we have processed a
refund for the $booking fee you were charged for your flight to Montreal
The amount will reflect on your balance within to business daysMr***, if you have any further questions or
concerns, please let me knowWe appreciate your business, and look forward to
serving you in the future with your travel needsSincerely,Shalon ***Orbitz Customer RelationsChicago, IL

Dear
Alana,
Thank
you for the quick response and for providing the requesting informationAfter
reviewing the account; I do show the reservation under record locator PBORB5062848734.During
the booking process; you were advised that the tickets were non-refundable, and
name changes are not allowedYou had to agree to the terms and conditions before
you could complete the bookingAs this
reservation was disputed with your credit card; you will need to contact our
Collections Department at the number listed on the letter they sent to you
They will address any questions or concerns you may haveSincerely,
Jeanna
***Orbitz
Customer RelationsChicago,
IL

I commenced suit with cook county Illinois but have not received a docket number yeti am willing to settle with the company in return for paying court fees ,the owed to me plus my expenses thank you for all your help

Complaint: ***
I am rejecting this response because: The information on their website indicating that the ticket purchase and ticket insurance were separate items, needing to be canceled separately was not made clear
Sincerely,
*** ***

September 27,
Revdex.com
Orbitz.com
Complaint Department
Re: Orbitz Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Orbitz, 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. Orbitz, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Orbitz, Incis responding to the consumer complaint from Mrs*** * *** (Revdex.com case number ***) regarding a flight pricing issue
We understand from the customer’s correspondence she was finding different pricing between the time she began booking and when she got to the end of the booking process
Orbitz uses real-time reservation databases for our travel products, such as cars, hotels, cruises, and flights. We apologize that the lower price that the customer attempted to reserve became unavailable. We understand that this situation can be very frustrating, and we’re sorry that she was inconvenienced. Like all online travel companies, Orbitz works from live inventory. This means that all companies, and the airlines themselves, book from the same inventory pool. Occasionally, more than one customer may be searching for the same flights on any number of websites. Vendors also limit the amount of their product available for discounted pricing. As the discounted items sell out, low prices may no longer be available. It is possible that a specific price or travel item is available when customers begin planning their trip, and is no longer available when they try to finalize their purchase
As stated in the Terms of Use for our website that the customer agrees to when utilizing our services:
All our travel products prices and availability are subject to change until customers have completed their purchase and a reservation is confirmed and ticketed
Orbitz provides a final summary for customer’s to review before they enter their payment information. If they are not in agreement with the final price provided, they have opportunity to cancel or change the reservation before making a purchase
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

Dear ***,
"margin: 0in 0in 0pt;">
The Revdex.com has shared your recent correspondence pertaining to the ***line imposed schedule change that has affected your reservation. On behalf of Orbitz, I apologize for this disappointing experience, and appreciate the opportunity to review your account and respond to your concernsAt Orbitz, we certainly understand the frustration that an ***line imposed schedule change can cause. When a change occurs, we make every effort to accommodate our customers to their satisfaction. However, ***lines do have regulations that must be followed when new flights are chosen. ***line schedule changes are not in the control of Orbitz, and as a travel agency, we must abide by the ***lines rules when re-accommodating a customer***, upon reviewing your account, we did request a refund on your behalf with *** ***; however, the request was denied. The option of moving your departure date up one day was agreed too. Per *** ***, we would need to make this change, and forward to their office for a waiver code so that we could reissue the tickets showing the new dates. We have added the flights for the new dates, and have forwarded to *** *** as requested. We are waiting for *** *** to supply the waiver code as advised, so that we can reissue the ticket***, we certainly regret your disappointment in our services, but please know that ***line schedule change are out of the control of Orbitz. Orbitz does not hold the funds for the tickets reserved, and as a travel agency, we are required to follow all ***line rules and restrictions.
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 youSincerely,
*** ***
Orbitz Customer Relations
Tell us why here

Dear Ms***Thank you for your follresponse, and I appreciate the
opportunity to address your continued concerns.Please know that the United Airlines flight chosen was
scheduled to stop in Denver as advised; however, it will not be broken up like
a traditional connecting flight because you were maintaining the same flight
number from your departure city to your arrival city. These are considered direct flights when
there is a stop involved, but there is no flight number change. We do understand the importance of displaying all flight information
to our customers so that they can make an informed decision. The departure time of 2:31PM from Dulles with
an arrival time of 10:56PM in San Antonio was displayed throughout your booking
process, which is not indicative of a nonstop flight. We also provided the breakdown of your
connection and all flights times, and it was hi-lighted in yellow that you
would be stopping in Denver, but would maintain the same flight number. The
flight time of hours and minutes was also displayed throughout your
booking process, and on your itinerary.Ms***, we certainly apologize for your continued
disappointment in our services; however, all information regarding your flight
was displayed and agreed to. Thank you
again for the opportunity to address your concerns.Sincerely,*** ***Orbitz Customer RelationsTell us why here

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: Orbitz has a check in online on their siteSee below: Manage reservation Check in onlineOpens in new window Update flight preferencesOpens in new window Upgrade seats, reserve meals and add baggageView baggage policiesOpens in new window Change flightOpens in new window
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I understand that the flight was nonrefundable but thanks to the negligence of *** Airlines, an issue that is common place as suggested by the TSA, a disabled veteran I was stranded in Los Angeles for several days and had to spend more money to get myself back to AtlantaI bought travel insurance so that this would not be an issue and I'm being told by Orbitz, *** Airlines and the travel insurance company they choose to do Business with that at no time are they responsible for the extra cost, as well as the suffering associated, the occurred due to the negligence of *** airline
Sincerely,
*** ***

July 27,
Revdex.com
Complaint Department - Orbitz
Re: Orbitz Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address
the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Orbitz is responding to the consumer complaint from *** *** (Revdex.com complaint #***) regarding the customer service issues.
Our records show on May 6, 2017, Ms*** self-booked an Orbitz.com flight and hotel package reservation via booking number *** traveling with *** *** AirlinesWe understand from Ms***’s complaint, Orbitz did not inform her of an airline schedule change which caused an inconvenience with her travelThe customer also stated after contacting customer support no proper resolution was providedMs*** is requesting a refund of the flight reservation due to poor customer service
Upon researching the customer’s complaint, we can confirm the schedule change was initiated by the airline but Orbitz did not receive any notification that could be forwarded to Ms***
Further research shows, on July 19, 2017, when Ms*** brought this matter to our attention, Orbitz proceeded to advocate on the customer’s behalf by contacting the airline and was advised since the reservation was utilized no refund can be providedWe can also confirm, due to the poor service received by the airline, Orbitz placed a $travel coupon in Ms***’s account as compensation
Orbitz’s acts only as a third party intermediary for airlines, hotels and cruises and must abide by any schedule changes initiated by an airlineOrbitz did not process any flight charges to Ms***’s credit card since this was a reservation paid directly to the airline
Furthermore, when Ms*** completed the booking on our site, she agreed to our Terms of UseThe Orbitz Terms of Use expressly notate:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the *** Companies or the *** PartnersThe *** Companies and the *** Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there fromThe *** Companies and the *** Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Based on the information provided above, we are unable to honor Ms***’s refund requestIt is our recommendation that the customer address this matter with *** *** Airlines since no notification that could have been forwarded to Ms*** was received by Orbitz
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

Dear *** ***
The Revdex.com has shared your recent correspondence pertaining to the internet services while staying at the *** *** College Park Airport Best RoadOn behalf of Orbitz, I apologize for your disappointing experience, and appreciate the opportunity to review
your account and respond to your concerns
*** *** please know that we certainly understand your frustration with the internet services during your stay at the *** ***, and its' importance to many customersHowever, we are unable to grant your refund request due to this issueThe room reserved was utilized, and Orbitz has been charged in full
*** ***, we understand this is not the response you were hoping forWe do appreciate your business, and hope that we have a future opportunity to restore your faith in Orbitz
Sincerely,
*** ***
Orbitz Customer Relations

Dear Mr***,
Thank you for your follresponse, and I appreciate the opportunity to address your continued concerns Please know that all of your feedback was reviewed and recognized. We certainly apologize if you feel that our previous response did not address your customer service experiences with our agents. Please be assured that all of this information was reviewed and recognized while researching your case for the refund processed Mr***, we apologize again for your disappointing experience. We do appreciate your business, and hope that we have a future opportunity to serve you Sincerely,
*** ***
Orbitz Customer Relations
Tell us why here

Initial Business Response /* (1000, 5, 2015/03/13) */
Hi Mrs.***
Thank you for contacting Orbitz via the Revdex.comI understand you've had a disappointing travel experienceOn behalf of Orbitz and our travel partner Guest Suites of Boca Raton, I sincerely apologize
for such a disappointing event
Ms.*** our goal is for customers to have 'seamless' travel experiences; and it is clear we failed to meet expectations in this casePlease know that the Guest Suites of Boca Raton advised billing you was not intentionalThis was an unfortunate mistake of their front desk representativeDue to this error the hotel is processing direct refund to you
I also understand you've had an inquiry regarding the difference between Orbitz charge to you and the hotel direct chargeIn this case, the hotel representative charged you the supplier/distributor rateThis is the contractual rate negotiated by suppliers - such as the Guest Suites of Boca Raton to provide distributors - such as travel agencies
Typically such rates are calculated based upon the sheer volume at which distributors are able to book and payThese rates are not "open" to the public or individuals - they cannot be booked via Orbitz.comWe apologize for this unfortunate misunderstanding
Ms.*** I can totally understand how your perception of Orbitz *** be tainted by this eventTherefore as a gesture of goodwill, Orbitz would like to offer a $100USD Orbitz Prepaid Hotel or Vacation Package Future Travel VoucherOur voucher is offered as a sign of our commitment to you
Here are the instructions for your voucher
When you make your next Prepaid Hotel or Vacation Package booking via Orbitz.com, email the Orbitz Confirmation/Travel Document to us at ***@orbitz.com ; and request to redeem your voucher# XXXXXXX, which is associated with the Orbitz Member Account (*** McGuiness)Orbitz will then issue credit to the card used for the new bookingYour voucher is valid until March 12,
Ms.*** thank you for bringing this matter to our attentionPlease do let me know if you have any further questionsOrbitz values your business and we sincerely hope for future opportunity to restore your confidence in our site, service, and travel partners
Kind Regards,
***
Orbitz Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (3000, 7, 2015/03/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not recieved the charge that was made to my card as of todayThe hotel has made promises but nothing has been received and believe I will not receive
Final Business Response /* (4000, 9, 2015/03/16) */
Thank you for providing that additional informationWe apologize for any inaccuracy on the part of the hotelIn an effort to further escalate their accounting error, we'd like to ensure the proper info and documentation is provided to the hotelOur hope is that by clarifying the issue, refund to you will be either traced or expedited
Please understand the charge you are requesting returned is the hotel's direct charge - Orbitz has no ability to process that refund, as we did not make the chargeTherefore our recourse is to have the Merchant of the $253.20, of which we'd have no record, act as they've advisedBoca Roca states that refund has been processed
Therefore, if you would please provide the credit card statement showing their direct charge for the period, we will have in hand the documentation to force this matter forward on your behalfPlease do attach such document in secure PDF response via the Revdex.comWe only need the exact charge in question, last for digits of the Card Number and Marchant info visiblePlease do redact or strike out any other identifiers to ensure proper privacy and security of this sensitive infoUpon receiving your documentation Orbitz will be able to further advocate on your behalf
Thank you for allowing our team to assistWe look forward to receiving your info
Kind Regards,
***
Orbitz Customer Relations
Chicago, IL

Dear ***,The Revdex.com has shared your recent correspondence pertaining to the ***line imposed schedule change that has affected your reservation. On behalf of Orbitz, I apologize for this disappointing experience, and appreciate the opportunity to review your account and
respond to your concerns.At Orbitz, we certainly understand the frustration that an ***line imposed schedule change can cause. When a change occurs, we make every effort to accommodate our customers to their satisfaction. However, ***lines do have regulations that must be followed when new flights are chosen. ***line schedule changes are not in the control of Orbitz, and as a travel agency, we must abide by the ***lines rules when re-accommodating a customer.***, upon reviewing your account, we did request a refund on your behalf with *** ***; however, the request was denied. The option of moving your departure date up one day was agreed too. Per *** ***, we would need to make this change, and forward to their office for a waiver code so that we could reissue the tickets showing the new dates. We have added the flights for the new dates, and have forwarded to *** *** as requested. We are waiting for *** *** to supply the waiver code as advised, so that we can reissue the ticket.***, we certainly regret your disappointment in our services, but please know that ***line schedule change are out of the control of Orbitz. Orbitz does not hold the funds for the tickets reserved, and as a travel agency, we are required to follow all ***line rules and restrictions. 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

Dear ***,
New Roman",serif;">The Revdex.com has shared your recent correspondence pertaining to your refund for your Orbitz confirmation number ***-***. I appreciate the opportunity to review your account and respond to your concerns I have reviewed your reservation history to better understand the nature of your concerns. You made a reservation on Orbitz’s website for an air**ne ticket; however, the ticket was not processed correctly, and you bought a new ticket on the day of departure. Unfortunately, no notification was sent to you advising of the f**ght cancellation. Please know we regret that you did not receive your cancellation notification, and I sincerely apologize for not meeting the high customer service standards we have set Nevertheless, I see that there is a resolution to your refund. On March 2016, Orbitz refunded the amount of $the difference of the original fare and new air fare. Please allow to business days for the refund to process to your account ending in *** We acknowledge that there was no notification advising of the f**ght cancellation, and I sincerely apologize for not meeting the high standards we have setWe value our customers and for that reason, as a gesture of our sincerity, Orbitz would **ke to offer you a $75USD future travel voucher on your next prepaid Orbitz.com air**ne, 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 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 ***@customercare.orbitz.com. 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 va**d for one year from the date of this letter, until April 1, 2017.
***, we appreciate your business, and we hope you will provide us with a future opportunity to serve your with your travel planning needs
Sincerely,
*** ***
Orbitz Customer Relations
Chicago, IL

I booked a hotel with this company and I had to cancel due to personal issues I called on a Friday and cancelled and on Tuesday I saw a pending charge on my account I called orbitz and got the run around for over hoursI was on hold time after time After hours u decided to leave my house phone on and call from my cell phone As I type this I have been on hold for hours on my house phone and on my cell They refuse to give me a manager or corporate phone number They ask me to hold over and over My manner is still to be resolved as it is their fault They cancelled one of my rooms and not the otherI will NEVER use them again and I warn you that if you book with them make sure nothing happens because they won't help youThis is by far the WORST customer service I have ever received Or I should say lack of serviceBtw I'm still on hold!

Dear Mr***,The Revdex.com has shared your recent correspondence pertaining to your refund request in the amount of $2,334.80, stating you attempted to cancel your flight reservations within hours of the initial bookingOn behalf of CheapTickets, I apologize for your
disappointing experience, and appreciate the opportunity to review your account and respond to your concerns.Upon reviewing your account, we were able to confirm that on February 5, 2016, you contacted *** to cancel your flight reservations for a full refund, stating you were unable to get through to an agent the previous day to cancel within the hours cancellation periodAt that time, it was advised that the tickets were non-refundable and non-transferable, as they were no longer within the hour void period the full terms and conditions agreed upon at the time of booking would now apply to any cancellations or changesOn February 6, 2016, we were contacted again to request a refundAt that time, the assisting representative advocated on your behalf with both *** Airlines and *** Airlines, who declined to offer a waiver to refund the non-refundable flight reservationsThe following terms and conditions are applicable to the customer reservations and were agreed to at the time of booking:• Tickets are non-refundable and non-transferable.• For changes there is a $per person change fee per airline, plus any increase in airfare that will apply at the time of rebooking• For cancellations the customer will have one year from the original ticket issue date to complete their travel reservationsAs a travel agency, *** is required to follow all airline rules and restrictions associated with each booking. Each airline has its own specific set of policies and procedures, as does each ticket purchased or package reserved. *** Airlines and *** Airlines are the operating carriers and merchants of record (the entities that received your funds and the companies that charged the credit card)The change fees and increases in airfare are set and collected by the airlines. Mr***, your concerns have been given every consideration, but we are unable to grant your refund request. We understand this is not the response you were hoping for, but we do hope that we have a future opportunity to serve you in the future.Sincerely, *** ***
*** Customer Relations

Dear Mr***,
The Revdex.com has shared your recent
correspondence pertaining to the rate issue with your booking under Orbitz locator *** at the *** - *** Vacation Club VillasOn behalf of Orbitz, I apologize for any disappointment this has caused, and appreciate the opportunity to review your account and respond to your concernsWe were notified that there was a problem with confirming some reservations at the rate reserved for your travel datesHotel rates displayed on Orbitz are manually entered either by the property directly or their respective service. Unfortunately, the service which handles entering these rates for *** made an error while entering rates for some room types
Mr***, please know that this issue will not be affecting your reservation, and your booking has been confirmed at no additional costOn your reservation, you will not be requested to pay any difference in rate upon arrival at the property
Mr***, we apologize again for any inconvenience this has caused, but happy that we were able to correct this issue on your behalf
Sincerely,
*** ***
Orbitz Customer Relations
Tell us why here