Orbitz

Complaint: ***
I am rejecting this response because:My issue was not that the flight needed to be cancelled and rebooked due to changes in the airline schedule but rather that it took several calls to Orbitz and more than hours to make this change and had it not been for my sleuth work in contacting the airline myself, I would have missed the connecting flight had I taken Orbitz at its wordYes as a good will gesture you have refunded me $dollars but didn’t even contact me about thisFurthermore, I purchased tickets from Orbitz which amounts to a refund of $per ticket which seems insulting
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2014/06/23) */
Dear Mr.***
Thank you for contacting Orbitz via the Revdex.comWe appreciate the opportunity to review and respond to your concern
I understand that Orbitz
Confirmation*** was self-booked online *** 5, 2014; and courtesy cancellation was desired on May 6, However, you found that after 1100PM EST on May 6, courtesy cancellation was no longer allowedYou're requesting compensation or refund from Orbitz because the time frame for courtesy cancellation was not clear to you
Mr.*** upon receiving your inquiry, I reviewed the online booking session for this reservationI found that the advisement that courtesy cancellation was available until 1100PM EST May 6, was provided at the time your flight selection was made and at the time of "Check-Out" (payment)In addition, we provided reminder in your onscreen "Reservation Request" confirmation that there was a "short window for courtesy cancellation"Further, this info was available within the member account, up until the cut-off time (1100PM EST *** 6, 2014)For your records, I've provided screenshots of the online booking session in attachment
Please understand self-booking customer agrees to our "Booking Terms and Conditions" as well as the airline fare rules at the time of online booking; under "Agree and Book"In this case *** Airlines tickets*** are non-refundable
Therefore, if the itinerary/tickets are cancelled by the customer, *** Airlines retains the ticket value as airline credit for future travel; and all the fare rules applicable to the original ticket would still apply to the non-refundable airline creditFor your convenience I've provided the basic fare rules/penalties/fees for the tickets below; additional fare rules, per *** may be applicable
*** Airlines change fee of $200USD per/person, plus any fare difference would be collected at the time of exchange
*** Airlines credits are only valid for *** Airlines operated flights and/or itineraries/carriers/flights approved by *** Airlines
*** Airlines credits are non-transferable and only valid for the original ticketed travelers
*** Airlines credits must be used (exchanged and travel commenced by *** 5, 2014)
*** Airlines credits are non-refundable; any unused portion of the credit(s) remains non-refundableCredits cannot be "combined"
*** Airlines fare rules including any seasonability, restrictions, black-out dates, and/or advance ticketing requirements may apply (as per the original fare rules)
*** Airlines tickets are invalid if not cancelled or changed prior to scheduled departureIn case of "NO SHOW" all ticket value is forfeit - no credit or future value will be permitted
Mr.*** I wish our response could be more favorable; however no Orbitz error occurredIn addition, regrettably, Orbitz is a third party, we do not hold your payment of $1208.80USD; the airline charged your payment directlyThis billing info can be verified by reviewing the credit card statementTherefore Orbitz would not be able to provide refund in lieu of airline refund; nor are we able to "waive" ***'s rules or processing of paymentWe apologize for any disappointment
Currently, the tickets for *** Airlines *** are "active" for travel - no changes have been made by OrbitzPlease keep in mind *** Airlines rule regarding "No Show"If either traveler is not traveling do make changes or cancellation of the passenger(s) ticket prior to scheduled departure or any value will be "forfeit" per *** Airlines rules
Mr*** please do let me know if you have further questionsThank you for sharing your concernOrbitz values your business and we hope to have future opportunity to serve your travel needs
Kind Regards,
***
Orbitz Customer Relations
Chicago, IL

March 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 *** *** (Revdex.com complaint ***) regarding the billing and collection issues
Upon researching the customer’s complaint, we were unable to find a flight itinerary related to the information stated in the complaint provided by Mr***Please provide the full itinerary number and or other email address used to book the reservation for further research
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

April 12, 2018Revdex.comOrbitzComplaint DepartmentRe: Expedia 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 Laura *** (Revdex.com case number ***) regarding a flightWe understand you are seeking a refund for $the cost paid to makes charges to flight booked through OrbitzWe researched this matter further and our records show a flight reservation departing March 24th returning April 1st, from Chicago, IL to Montego Bay, Jamaica with connections in Charlotte and Houston.On December 9, the Airline initiated a schedule change on the return flight changing the flight time leaving from changing MBJ from departing 11:56a to now departing 4:15pOrbitz tried to contact the customer by email on December 9, 12, and to advise of these changes and to work to find other alternatives, but was unable to reach the customer to confirm.On December 28, Orbitz was contacted by the customer regarding the airline schedule change and the customer was advised the only options available was flights with UAand UAor cancel and refund the flights, which the customer declined. Please be advised the airline initiates schedule changes and these are unrelated to the type of ticket purchased or the company from which you bought your ticketIn fact, travel agencies are rarely informed as to why the changes are madeTypically, however, airlines will change their schedules because of routing changes, severe weather, staffing problems, or maintenance issuesOrbitz regrets any inconvenience that you have experienced as a result of this bookingWe understand that these changes can be inconvenient, time consuming and not customer friendly, unfortunately as a travel agent Orbitz has no control over when or how often these changes occur.The carriers, hotels and other suppliers providing travel or other services on the Services are independent contractors and not agents or employees of the Travelscape CompaniesThe Travelscape Companies 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 Travelscape Companies have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.While we understand your concerns we are unable to honor a refund for $paid to the airlines for previous voluntary changes made to your flight which was impacted by the airlines ultimate schedule changes as this was beyond the control of OrbitzWe regret our response could not be more favorable in this matter.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,Kiki ***Corporate Customer Service

Dear Ms***, The Revdex.com has shared your recent correspondence pertaining to your hotel no show fee charges. 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 had a reservation to depart from Cancun on January and received an alert from Orbitz that your flight was now leaving an hour earlier. As the flight was departing at 135P, your alert stated the flight was now leaving at 1220p. I contacted *** Airlines on your behalf and they advised that there was a slight schedule change that your flight was now leaving at 120P, there was no notification that the flight was leaving at 1220p. Also, please know these alerts come from the airlines directly. At this time I cannot explain how this unfortunate situation occurred. I apologize for any confusion this may have causedHowever as a traveler it is the responsibility of the traveler to check their flight online for any last minute changesThe recommended arrival time at the airport prior to departure of international flights is hours. Because your flight was departing at 135p, you should have already been at the airport checkiwhen you received your alert. Please understand that flights can change, but you are still required to arrive at the airport as originally scheduledAs a gesture of our sincerity, Orbitz would like to offer you a $USD future travel voucher on your next prepaid Orbitz.com airline, hotel or vacation package booking. Our voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needsHere are the instructions for the future travel voucher: When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at ***@Orbitz.com. Please reference case number *** and my letter offering the $voucher 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 February 4, Ms***, we appreciate your business and we hope you will provide us with a future opportunity to serve your with your travel planning needsSincerely, *** *** Orbitz Customer Relations Chicago, IL

Dear ***,The RevDex.com has shared your recent correspondence with Orbitz so that we
may assist you furtherIt is my understanding that you are upset because you feel
you were given incorrect information about the fare rules on your ticketI
appreciate the opportunity to review
and respond to youOn behalf of Orbitz, I
apologize for the disappointing experience and the frustration this caused you.After reviewing
your reservation, I do show per the terms and conditions placed on this ticket
by *** Airlines; this reservation is non-refundableAccording to my research, the booking was made
privately, meaning there was no assistance from a telesales representative to
book the ticket over the phoneDuring the booking process
before you agreed to purchase your reservation, the following was presented to
you: By clicking "Agree and Book," you acknowledge that: You will be
charged '$USD' View DetailsThe
trip cost includes your selected products/services and any applicable feesSome charges may appear
separately on your credit card statementYou agree to the airline's ticket
terms and conditionsChanges to this ticket, if permitted, will incur change
feesYou agree to the fare rules and restrictions applicable for this fareBaggage fees are NOT charged
at bookingYou have read and agree to the booking terms and conditions which
incorporate the privacy policyIf you had selected the links that are
underlined, you would have been informed of the fees to make a change, and it
states this ticket was non-refundableWhen you agree and book, you
acknowledged you had read all of this informationRegrettably, Orbitz is not
in a position to issue you a refund for a non-refundable ticket, or waive the
change fees that the airlines charge.Also, I have checked the
contact history on your Orbitz account, and found that no agent has accessed
your account since the reservation was bookedIf you called and did speak with
an agent, it seems they were giving you general information, as they did not
access your accountThese tickets are
non-refundable, and *** has a $change fee plus any fare difference that
may applyThis also means the penalty fees are more than the ticket valueYou
were charged by, and the funds for the tickets went to *** Airlines and
not OrbitzThis can be verified by checking your credit card statementAs a
travel agency; we do have to abide by the guidelines placed on the tickets by
the carrier.***, thank you for allowing
me to review this with you, and I wish we could offer a more favorable response
We appreciate your business, and we hope to have an opportunity to serve you in
the future with your travel needs.Sincerely,*** ***Orbitz Customer RelationsChicago, IL

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

Dear Mr*** The Revdex.com has shared with us your correspondence regarding
your recent experience with OrbitzIt is my understanding when you arrived at
the Iberostar Tucan and Quetzal All Inclusive - Playa del
Carmen you were moved to a different hotel due to a fire at
the
propertyYou are requesting a refund for your reservation due to the moveI
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 youPlease know we have contacted the
property to request a refund for your reservation; however, they have advised
that as you did accept the re-accommodation to the new hotel, and you did
complete your stay, no refund would be givenUnfortunately, as Orbitz is an
online travel agency we do have to abide by the rules placed on your
reservation by the propertyWe do regret your disappointment; however, Orbitz
has been charged in full for your bookings, and we are unable to offer a
refund.Mr*** we wish our response could be more favorable
We appreciate your business, and hope you will continue to use Orbitz in the
future for your travel needsSincerely,Shalon *** Orbitz Customer Relations Chicago, IL

(The consumer indicated he/she DID NOT accept the response from the business.)
I've received emails from *** *** and all she does is copy/paste the same, identical stock phrases over and over againIt is clear that while Orbitz took my money, the company does not want to take any professional responsibility for falsely advertising in-room wifi at the hotel I booked through OrbitzOrbitz keeps passing the buck to *** ***, which in turn did nothing for me while I was there, except to threaten me with physical violence when I complainedThe *** *** CEO has never responded nor forwarded my concerns, which tells me *** *** considers this an Orbitz issue, and it is -- since Orbitz pocketed my money and *** *** did not*** *** statement about having a "a future opportunity to restore your faith in Orbitz" comes across as crass and insensitiveI could have been struck in the face or elsewhere on my body by an employee at a hotel sold to me by Orbitz, and yet Orbitz refuses to make any kind of amends or compensation whatsoeverWhich tells me I'm dealing with a rogue companyI would never purchase anything via Orbitz after the shoddy, unprofessional manner in which *** *** has mis-handled my complaint

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and I will accept their resolution, although it is not to my satisfactionThe refund amount should be $($that I had to pay that I should not have to, minus $that was a charge for changing the initial departure date that I am responsible for paying)That is, the refund money is $short of what really should be reimbursed to me
However, I am in Japan and cannot pursue this matter over the phone, knowing that I will have to spend hours on hold paying international phone rateSo, although I am still not satisfied, I consider it better not to waste any more of my time or energyThere is also misinformation in their response in that I did not receive any communication from Orbitz on June as they indicateIf the resolution they are proposing was reached then, at least I would have expected some courtesy for them to contact me about it.
The bottom line for me is that I will never use Orbitz and other travel sites (I didn't realize that Orbitz is part of *** and *** seems to have other travel sites under them -- what a racket!) and I have told many of my friends what happened and they were horrified and I am sure they will spread the word to others never to use OrbitzGiven my experience with Orbitz, I sure hope that they do indeed refund the money to my credit cardI will be examining the credit card statement and if I don't see the refund in the next two cycles or so, I will be filing another complaint with Revdex.com
Sincerely,
*** ***

Dea* ***The RevDex.com has shared your recent correspondence with Orbitz so that we
may assist you furtherIt is my understanding that you booked hotel
reservation, but it was for the incorrect datesI appreciate the opportunity
to review and respond to
you.After reviewing
your account and speaking with you on the phone, please know I have spoken with
the hotel on your behalfUnfortunately, they are unable to change the dates on
the reservation you already haveHowever, if you
book a new reservation for the correct dates; they will allow the old one to be
refundedOnce the new reservation is made, please let me know, and I will get
the old one refundedIt usually takes to business days for the refund to
post to the account.*** 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.Sincerely,*** ***Orbitz Customer
RelationsChicago, IL

Dear Ms***,
The Revdex.com has shared your recent correspondence pertaining to your nonrefundable ticketsI appreciate this opportunity to respond to your concerns
I found that you booked a ticket on March 12, 2015, for travel on November 25, and you
purchased trip insurance with ***Recently, you needed to cancel the trip due to a death in the familyYou believe that travel insurance you purchased should cover the refund of the ticketI apologize for any inconvenience this may have caused
Orbitz has confirmed your reservation history in our website logs, as well as the underlying airline reservation systemWe have confirmed that the flight was booked correctly, with the terms and conditions of the ticket along with the insurance policy explaining the reasons for a refund presented
Orbitz, as with any travel agency, is required to apply the fares at the exact moment of your bookingThe ticket was sold with the understanding that the fare was non-refundable and certain restrictions applyAs a distributor of tickets for the airline, we do not have authorization to refund non-refundable ticketsNon-refundable ticket rules include airline waivers only in the event of the death of the traveler or spouse; this policy is consistent throughout the airline industry, and the same rules would apply if you had booked the ticket directly from the airline or another travel agency
Ms***, because *** is a third party vendor, you will need to contact them directly to process your claimYou can find the information to process a claim at ***travelinsurance.com and go to the "file a claim tab"
Thank you for bringing this to our attentionWe appreciate your business, and we hope you will provide us with a future opportunity to restore your confidence in our products and services
Sincerely,
*** ***
Orbitz Customer Relations
Chicago, IL

Borderline criminal fraud, I booked an international flight business class, the domestic portion showed first class, when I reviewed my tickets they listed coach domesticI am presently on the phone where I have been for 2:I demonstrated that they were wrong and basically have been to deal with itI asked to speak with Carla's supervisor, she's now put me on hold for more than an hourThey advertised one class, I bought that class but received a different inferior ticketOrbitz could not care less about their customers

I was over charged for my car rental and Orbitz refuses to refund any fees because it was a 'package deal'I reserved the car for days, had it for days, and was charged for Nowhere was I informed that I was not allowed a single piece of luggage without paying a feeNowhere was I informed I would have to pay a fee for a seat on the airplane I had purchased a ticket forI was charged a total of $for bags and seat assignmentsEveryone is getting greedy and giving less for more and Orbitz is a prime example of screwing over the customerI called to complain times to customer service.They didn't want to stop talking long enough for me to say what I called to sayI would ask them to stop talking long enough so I could voice my concern and each time I was hung up on

Dear Ms*** Thank you for your continued patienceAfter further review of your reservation we have determined that the agent who booked your reservation did in fact recap the name of the hotel as well as the address of the property during the booking process and you confirmed this information was correctTherefore, we do not show this was an Orbitz error as the information was recapped and agreed upon before the booking was completedNevertheless, we have reached out to the Grand Fiesta Americana Coral Beach Cancun and have requested a refund for your reservationOnce I have received a response from the hotel I will contact you immediatelyIf you have any questions or concerns before that time, please let me knowSincerely, Shalon *** Orbitz Customer Relations Chicago, IL

I have had an extremely negative experience with OrbitzI was scheduled to travel in August of with Qatar AirwaysDue to an emergency I could not travelTrying to get a rebooking or cancellation was a nightmareEach time I called I would get a different storyNone of the represetatives would give a confirmation number or email so that the next time we called, they conveniently changed the storyAlthough Qatar airways said they charge $for cancellation, the Orbitz rep told us we would lose the entire amountWe had to spent several hours with a representative and supervisor to finally get the cancellation and refund (with the penalty)The experience was harrowing what with being bounced back and forth between Orbitz and QatarInitially Orbitz said that we had to rebook by January but could then travel any time within the following yearThen they changed their story and said that we had to travel by the January

Initial Business Response /* (1000, 5, 2015/01/27) */
Dear Ms.***
The Revdex.com has shared your recent correspondence pertaining to a fare rule violation along with general customer serviceI appreciate the opportunity to review your account and respond to your
concerns
From your complaint, you booked tickets on July 24, for travel on November 19, After the booking was made, you needed to change the date of the trip contacting customer service, believing this to be a seamless processThis, however, was not the caseYou believe that Orbitz controls the terms and conditions of the tickets booked via the siteYou are asking for compensation based on the time to exchange along with the legitimacy of the customer service representatives involved with the exchangeFurthermore; your perception of Orbitz has become discontented due to the service you have received
Ms.*** I do understand your frustration and concerns, as airlines continue to add various charges in order to maintain costs; travel can be a hectic experience, and Orbitz does try to meet the expectations of our customers with current information made available on the website along with knowledgeable and comprehensible staff
According to the documentation, the first contact regarding the change was on October 7, 2014; regrettably, I am unable to review the call as there is a 30-day timeframe for reviewing after the date, the data is re-cycled by the vendor
The request was to change the date of the trip for August 28, 2015; as the validity of the ticket was July 24, 2015, Orbitz was unable to process the exchange based on the validity
As a travel agency, Orbitz is required to apply the applicable airline fare rules at the exact moment of the purchaseThe ticket was sold with the understanding that the fare was non-refundable and certain restrictions applyTickets and or credits are valid from one year from the date of purchase; in your case July 24, If the credit or ticket is not used by the validity date, the entire amount of the value is forfeited by the airlineThis is the policy of the airline, not Orbitz
Please understand Orbitz is only a purveyor of tickets for airline carriers we display on our siteThis entire fare was paid to the respected airline, and Orbitz is required to adhere to all the airline's rules and restrictionsIf you review the credit card statement, on the date of purchase, all funds collected for the tickets were charged directly to*** not Orbitz
Currently, the tickets in question have been exchanged directly by the airline,***
Nevertheless, I do understand your point; due to the circumstances along with your patronage to Orbitz, Orbitz would like to offer you a $future travel voucher on your next Orbitz.com bookingOur designated travel voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needsThis is the amount of the airline imposed exchange fee per ticket
When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [email protected] reference case number and my letter offering the $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 27,
Lastly, I do see you are a Loyalty Member with a current balance of $I would like to place additional loyalty points in your account
Therefore, the total amount of compensation is $
We take our customers' comments very seriously, and I thank you for your honest feedback albeit the result was not what you were expecting
Ms.*** thank you for your considerable loyalty to OrbitzWe appreciate your business, and we hope you will provide us with a future opportunity with your travel needs
Sincerely,
***
Orbitz Customer Relations

Initial Business Response /* (1000, 5, 2015/04/15) */
Hi Mr.***
Thank you for contacting Orbitz via the Revdex.comUnfortunately our records do show that the booking attempted April 7, under Orbitz Member Email *** was immediate cancelled due to
security concernsFull refund/release to the card on file should process within business daysWe apologize for any inconvenience or disappointment
Please understand, Orbitz takes immediate action whenever Orbitz Member Account security, credit card authorization, or bank protocol compromisedWhen such events occur, the card and/or IP may be temporarily "blocked" from use via Orbitz.com to ensure no further occursUnfortunately, Orbitz service teams do not investigate these matters and are not able to "override" these determinationsTherefore, as you were advised, any questions regarding this security issue would be "fielded" by the Security Team - at ***@Orbitz.com
Mr*** , we do understand that members may contact Orbitz via phone for explanation of such eventsAs you mentioned, our record show you called into Orbitz within an hour of the booking and cancellation eventUnfortunately, our security policy forbids certain info from being shared via phone in these instancesPlease understand, as a matter of protecting customer accounts, adhering to bank alerts, and ensuring no inadvertent error in providing or verifying sensitive info occurs, once an account has been "flagged" only a select team is permitted to investigate and "share" info; and/or remove any "alert"
We sincerely apologize but our security, internal and otherwise, while seemly overzealous, is strictly enforced to protect our members; as well as the company
Unfortunately, as a result of this cancellation, I understand you've been unable to rebook - you've stated that the funds are still heldThis should not be the case as the transaction was voided immediatelyOur representatives were not intending to mislead you in any way - they stated what would usually transpireHowever, your incident in review has proven to be "unique"Therefore, if you'd provide your bank contact info and fax number, I will be happy to send a formal "Merchant" Release
Please understand although Orbitz is not the "Merchant", the airline would collect/debit payment for airfare, our request on your behalf may be acceptedIt would be up to your bank's policy whether or not any "third party" request would be honoredPlease know for privacy's sake, and/or if you'd prefer, Orbitz Service via phone is also able to conference your bank in "real-time" to review any pending charge issue
Mr.*** I empathize with you and regret that this has been such a difficult experienceI understand from your perspective that there was no "issue" with the card or transaction; and I must respect that positionFrom a review of the account, I did find that Orbitz Service issued a $75USD Orbitz Prepaid Hotel Vacation Package, or Air Future Travel voucher (#XXXXXXX)Our voucher was offered as a gesture of goodwill and sign of our commitment to serviceThe voucher redemption instructions were sent via email to member address on filePlease do let us know if you have any further questions or concerns
Thank you for providing an opportunity to review this event
Sincerely,
*** ***
Orbitz Customer Relations
Chicago, IL

November 19,
Revdex.com
Oribtz.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 exchange
Our records reflect this matter was resolved on November 9, when the customer was assisted by a corporate supervisor who was able to re-book the four flights (three seats plus an unticketed infant) departing from FtLauderdale, FL on December 26, flying to New Jersey aboard *** ***. Those tickets are currently held and confirmed by *** *** Airlines
With regard to the issue of the customer needing flights from New Jersey to Florida for an earlier date; the flights she currently has are one way tickets. The tickets from Fort Lauderdale to New Jersey are the “outbound” tickets and the airline would not allow us to add an earlier flight, that would become new outbound tickets, converting the itinerary to a round trip. She would need to book independent one way flights from New Jersey to Florida for her trip.
Orbitz regrets the difficulty experienced by Mrs*** in trying to exchange her flights, necessitated by Hurricane Irma. Orbitz never charges a change or cancellation fee, however our company serves only as a third party booking intermediary for travel companies, including the airlinesAs such, we are bound by the terms and conditions, and fare rules, set forth by the vendors. In the case of airline tickets, Orbitz can only assist in facilitating the changes allowed by the validating airline and the fare rules of the original ticket. We realize this can, at times, be confusing and frustrating. Any change fee or penalty is dictated by the airline and the funds are retained or charged by the validating carrier
It is never our intention to inconvenience our customer, and as a courtesy, we have provided Mrs***’s online Orbitz account with a $Orbitz Travel Coupon that can be redeemed toward the future purchase of an Orbitz Special Rate Hotel, either as a standalone reservation or in a Vacation PackageThe coupon is valid for one year from the date of issue and is immediately accessible within her accountWe hope she will allow us the opportunity to improve upon her experience in the future
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

Complaint: ***
MAIN ISSUES: I am rejecting this response because to clear violations they did not address:The hotel added on extra charges AFTER agreeing to the costThey did not address that issue at all until the confirmation email(Cleaning costs, $120!!!)The hotel required a $deposit, which was also not mentioned until the confirmation email, bringing the cost of a 2-star hotel up to almost $I would not give the hotel a deposit had I stayed there because they repeatedly hung up on me when I tried to contact themI would be foolish to trust them.Orbitz can't ignore thatI believe it is called "bait and switch":Sell me one thing, then withhold if I don't pay moreIs that really legal?OTHER ISSUES:- Let's not forget the fact that Orbitz charged a $service fee on a $hotel roomYes, I made a mistake and agreed to that too quickly, but their "zero tolerance policy" for mistakes is clearly not in line with this century's commerce practices, especially when I called immediatelyThey can point to their policy and shrug their shoulders, but I thought the Revdex.com is supposed to be about better businesses, not letting them get away with substandard policies out of line with modern e-commerce