Orbitz

Initial Business Response /* (1000, 5, 2015/08/07) */
Dear Ms.[redacted]
The Revdex.com has shared your recent correspondence pertaining to the denied voucher redemption. I appreciate the opportunity to review your account and respond to your concerns.
From your complaint, a...

travel voucher was issued on December 17, 2014 in the amount of $200, which is valid until December 17, 2015. Upon contacting customer service to redeem the voucher in conjunction with a booking, the voucher redemption was denied. You are asking Orbitz to honor the voucher against the booking. Furthermore; your perception of Orbitz has become discontented due to the service you have received.
Ms.[redacted] I do understand your concern in this regard; travel can be a hectic experience, and Orbitz does try to meet the expectations of our customers with knowledgeable and comprehensible staff.
According to my research, the voucher issued on the above date has a reference number of XXXXXXX. If you can provide the Orbitz Record Locator for the new booking, I can surrender the voucher.
If you have any additional concerns, please do not hesitate to ask.
We take our customers' comments very seriously, and I thank you for your honest feedback.
Ms.[redacted] we apologize for any misunderstanding this might have caused. Orbitz hopes to have a future opportunity to serve you with your travel planning needs.
Sincerely,
[redacted]
Orbitz Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please apply my Orbitz voucher towards PBORB-XXX-XXX-XXXX. The amount is 50.62usd. This is in reference to XXXXXXX. Let me know once done so I could coordinate with PayPal.
Final Business Response /* (4000, 9, 2015/08/11) */
Dear Ms.[redacted]
Thank you for your reply.
Per your request, Orbitz has surrendered the amount of $50.62 of the original $200 voucher issued on December 17, 2014 in conjunction with the Orbitz Record Locator, PBORBXXXXXXXXXX.
This was processed today, August 11, 2015 via PayPal. Please be advised, PayPal does have a stipulation of a 7 to 10 business day timeframe for processing the credit. This is due to the third-party payment system and not Orbitz.
The amount of $91.90 remains of the original voucher; this will expire on December 17, 2015. Please refer to the original case number XXXXXXX in future correspondences.
If you have any additional concerns, please do not hesitate to ask.
Ms.[redacted] thank you again for allowing me to assist you with your query; Orbitz does appreciate your business, and we hope to assist you in the future.
Sincerely,
[redacted]
Orbitz Customer Relations

September 19, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #[redacted]Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from Mr. [redacted] We regret to hear Mr[redacted] did not accept our response and/or resolution offered.Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding a hotel reservation. We understand the customer is requesting a full refund of his hotel reservation.As previously advised, based on the cancellation and change policy agreed upon by Mr[redacted] at the time of purchase, Cancellations or changes made after check-in are subject to a hotel fee equal to 100% of the total amount paid for the reservation. Due to this Orbitz is unable to authorize a full refund of the reservation.At Orbitz we try as much as possible to provide not only excellent customer service but we also try to exceed what is expected of us. We apologize about the frustration, however we know that there are some instances when policies associated with the purchases made on our website cannot allow for a resolution that is more favorable to our customers. We are not trying to discharge ourselves from any responsibility; we only want to convey that we were able to provide Mr[redacted] with the necessary information related to her flight purchase before our system asked her to complete the reservation online.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

June 27, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O-[redacted]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 attention. Orbitz 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 [redacted] (Revdex.com case number [redacted]) regarding a hotel reservation. We understand from Mr. [redacted] complaint he requesting a refund for additional charges sustained by purchasing the all-inclusive package at the hotel.Our records indicate on March 16, 2016, our agent assisted the Mr. [redacted] with booking a package. The customer called customer service and purchased a package reservation for three travelers using Orbitz website. The customer purchased an eight night hotel reservation at [redacted] Inn Resort Aruba - Beach Resort and Casino, checking in on May 31, 2016, and checking out on June 8, 2016. The customers round trip flights were operated by [redacted] Airlines, departing from Los Angeles, CA to Aruba on May 30, 2016, and returning on June 8, 2016.We have confirmed that this matter was resolved on June 26, 2016 with a refund of $1176.00 being processed by one of our corporate customer service agents. The time it takes the refund to post to the customer’s account depends on the time it takes the customer’s credit card company to process refunds.We would like to apologize for the inconvenience Mr. [redacted] experienced. It is disheartening when our clients feel that we have not met the standards to which we hold our organization and employees, as we attempt to provide the most efficient, quality service available.We appreciate Ms. [redacted] thoughtful comments, and we're sorry we disappointed her. We rely on customers like her to provide us with the information we need to continue improving our services.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

Complaint: [redacted]
I am rejecting this response because: This still doesn't answer my question! As I previously stated I assumed that was an error and it wasn't until I called united did I find out about Denver. So WHERE DOES IT SAY DENVER COLORADO ON MY CONFIRMATION OR ITINERARY? Just because it has the same flight number doesn't mean anything, the bottom line is still that if I am going to be in an airport for nearly 4 hours it should be displayed! This seems like deceptive business practices and at this point I'm wondering if I need to take more steps for action on this. 
Sincerely,
[redacted]

I had 3 hotel reservations for my trip to Kuala [redacted] from Los Angeles
1. [redacted]
2. [redacted]
3. [redacted]
I choose the hotel on orbitz.com becasue it offered free breakfast. However upon checking in the hotel informed me breakfast is not included. I made several phone calls to orbitz and they finally admitted a problem on their website.
I found out later they were only willing to cover the breakfast cost for 1 of the 3 reservations. I did not want to make several more phone calls for the 2 other reservations as it was exhausting and ruining my supposed vacation.
This review is for orbitz to improve it's customer service response when a complaint involves multiple reservations.

March 10, 2016
Revdex.com
Complaint Department – Orbitz.com
Re: Orbitz Case #: S-[redacted]
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 attention.  Orbitz 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 [redacted] (Revdex.com case number [redacted]) regarding flight reservations. We understand the customer is stating they encountered difficulties with their recent flight reservations, and are inquiring about the refund timing of their cancelled reservations, as well as requesting details regarding their future use Orbucks (Electronic Travel Coupon).
Our records indicate on February 22, 2016, the customer booked combined one way fare flight reservations – itinerary [redacted] – using the self-service tool on the Orbitz website. Travel on April 5, 2016, was on American Airlines, departing Chicago, Illinois to Dallas, Texas. Travel on April 13, 2016, was on [redacted] Airlines, departing Dallas, Texas to Chicago, Illinois, for one passenger.
Upon further research, we were able to confirm on February 23, 2016, that the customer contacted Orbitz to cancel their flight reservations, as they were within the 24 hour free cancellation period. At that time the customer’s flight reservations were cancelled, and the funds that had been authorized for the reservations were released to the customer’s credit card by the airlines (the merchant of record, the entities that charged the customer’s credit).
Additionally, on February 23, 2016,  the customer as provided with a $50.00 Orbucks (Electronic Travel Coupon) which may be used towards the purchase of an E-Special rate hotel or vacation package booking. The coupon will be available during the online booking path when the customer is signed into their Orbitz account, or they may contact an Orbitz representative to assist with booking over the phone. The Orbucks Electronic Travel Coupon is valid for one year from the date of issue.
Meanwhile, the two amounts of $35.10 the customer is describing is a temporary hold by credit card companies or banks to validate the online purchase. The amount was posted on February 22, 2016, to validate the purchase of the combined one way fares flight reservations on the itinerary with the number [redacted].
If the customer’s credit card statement is reflecting that they were charged for the reservations on itinerary [redacted], we request that the customer submit a copy of their credit card statement via the submission link on the Revdex.com website. We ask that the customer omit any personal information from these documents. Once we have received the additional information, we will further research and address the customer’s concerns.
We hope that with the information provided, we have addressed all of the customer’s concerns and look forward to assisting them further with their future travel needs.
If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
[redacted]
Tier 3 Customer Service

November 15, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O-129326Dear 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 attention. Orbitz 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 Henry [redacted] (Revdex.com case number 11813465) regarding a hotel reservation. We understand from Mr. [redacted]’s complaint he is unhappy about not receiving a discount on a recent reservation. Our records indicate on September 5, 2016 the customer self-booked a package reservation for four travelers. The customer purchased a seven night hotel reservation at [redacted] Resort & Spa Los Cabos, checking in on November 21, 2017, and checking out on November 28, 2017. The customers flights were operated by American Airlines, departing from Phoenix, AZ to San Jose del Cabo on November 21, 2017 and returning on November 28, 2017.We understand that Mr. [redacted] claims there was a site error causing the hotel to be changed from the Riu Santa Fe All Inclusive to the [redacted] Resort & Spa Los Cabos. After further research the customers confirmation email was sent on September 5, 2016 at 9:07 AM. The email was first opened and reviewed on September 6, 2016 at 7:31 AM.Our records reflect that the customer first called on November 5, 2016 to cancel his hotel reservation. As the flights that the customer purchased was non-refundable the customer chose not to cancel his flight reservation. Due to the inconveniences the assisting agent issued Mr. [redacted] a $100 voucher to use on a future reservation. At this time no further compensation is able to be provided.If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Hayden [redacted]Tier 3 Customer Service

August 1, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #[redacted]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 attention. Orbitz 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 [redacted] (Revdex.com case number [redacted] regarding a flight reservation. We understand from Ms[redacted] complaint she is requesting a refund a flight reservation due to extenuating circumstances.Our records indicate on June 10, 2016 the customer self-booked a round trip flight for two travelers. The flight reservation was operated by  Air Canada, with flights departing on July 27, 2016 from Toronto, ON to Los Angeles, CA on August 3, 2016.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. As Air Canada was the merchant of record and the company that charged the customer’s credit card, we have to abide by their rules and regulations. Based on the fare rules the customer agreed to at the time of booking, the tickets were non-refundable with a change penalty fee of $200 per passenger would be charged.Our records reflect the customer contacting Orbitz on July 12, 2016 to cancel her flight reservation due to medical issues. Per our documents the customer was advised to call Air Canada and provide medical documentation as the customer purchased a non-refundable reservation.On August 1, 2016 as an effort to advocate on the customers behalf Orbitz contacted Air Canada. We were advised that if the customer is requesting a refund for a non-refundable reservation they must submit medical documentation to the link below.https://help-aircanada.com//aircanada-help/createIssue.do?lang=ENU We sincerely regret that we are unable to offer a more satisfactory response or resolution to Ms[redacted] concern. At Orbitz we try as much as possible to provide not only excellent customer service but we also try to exceed what is expected of us. However we know that there are some instances when policies associated with the purchases made on our website cannot allow for a resolution that is more favorable to our customers. We are not trying to discharge ourselves from any responsibility; we only want to convey that we were able to provide you with the necessary information related to Ms[redacted] flight purchase before our system asked her to complete the reservation online.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

Dear Ms. [redacted],The Revdex.com has shared with us your recent
correspondence regarding your Orbitz experience. It is my understanding that
you intended to book a ticket for your daughter; however, the ticket was booked
in your name. I appreciate the opportunity to review your...

account and respond
to you.On behalf of my colleagues at Orbitz, I sincerely
apologize for this unfortunate situation.Please know 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, along with a link to
change the traveler name, if necessary.The ‘Review and purchase’ page presented Miriam [redacted] as
the traveler and you agreed to book the ticket.  The booking could not have been consummated without your explicit
agreement to the fare rules.  Once the
airline confirms your reservation and a ticket has been issued, Orbitz confirms
the ticket number, traveler and itinerary details to our members in a ‘Travel
Document’ email, which is typically sent to you within 1 hour of you completing
the booking.Ms. [redacted], certainly mistakes can happen, particularly on
the Internet.  If a mistake is brought to
our attention within 24 hours of the booking, Orbitz may have the ability to
void the ticket sale.  In this case, the
sale has been reported to the airline and Orbitz cannot change the passenger
name.While I recognize your disappointment, Orbitz is unable
to comply with your request for a name change.  All airline tickets are non-transferable and once issued, airlines do
not allow passengers to change names on tickets.  As a travel agency, Orbitz is a distributor
of tickets for the airlines and is required to apply the rules and restrictions
of the airline carrier.Nevertheless, we do value you as a customer, and while we
cannot provide you with a refund for the ticket, as a gesture of sincerity for
your disappointing experience we would like to offer you a future travel
voucher in the amount of $427.20 to be used on your next Orbitz.com booking. Our
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 [email protected].  Please reference case number [redacted] and my letter offering the $427.20 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 December 7, 2016.Ms. [redacted], we wish our reply could be more
favorable.  Please be assured that Orbitz
values your business and we hope to have a future opportunity to restore your
confidence in our service and products.Sincerely,Shalon [redacted]Orbitz Customer RelationsChicago, IL

I made an reservation on Jan. 30 2015 for a airline ticket and cancelled it because I changed my mind not to travel at that time. When I cancelled the reservation they told me that the money will be back on my card in 5 business days which would have been Feb. 6th 2015. I checked my card yesterday Feb. 6th the money was not there. I called orbitz.com and they said that the money should be there by today Feb.7th a day I checked and the money is not there. I called orbitz.com and told them that the money was not there they told me to contact my bank to release the funds back to my card. The money was taken out from my card on Jan. 30th 2015. As of today the money is not there and I am not happy and will not use orbitz.com again............................ They do not have very good customer service..

May 30, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O-[redacted]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 attention. Orbitz 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 [redacted] (Revdex.com case number [redacted]) regarding a hotel reservation. We understand from Ms. [redacted] complaint she is requesting a refund of her hotel reservation.Our records indicate on March 10, 2016 the customer self-booked a package reservation for three travelers using Orbitz website. The customer purchased a three night hotel reservation at [redacted] Curacao Resort & Casino, checking in on May 7, 2016, and checking out on May 10, 2016. The customers round trip flights were operated by [redacted] Airways, departing from New York to Willemstad on May 7, 2016, and returning on May 10, 2016.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Based on the hotel cancelation policy agreed upon when booking the reservation, “The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded. Cancellations or changes made after check-in are subject to a hotel fee equal to 100% of the total amount paid for the reservation.”We are able to confirm that after booking the reservation a confirmation email was sent to the customers email address on file on March 10, 2016 at 2:12 pm. On May 10, 2016 the confirmation email was opened at 2:20 pm.Via the customers complaint Ms. [redacted] claims to have booked an all-inclusive hotel reservation. After further reviewing Orbitz.com we can verify that unfortunately we do now offer an all-inclusive option for the [redacted] Curacao Resort & Casino. We are unable to refund the customers hotel reservation for this package.We sincerely regret that we are unable to offer a more satisfactory response or resolution to Ms. [redacted] concern. At Orbitz we try as much as possible to provide not only excellent customer service but we also try to exceed what is expected of us. However we know that there are some instances when policies associated with the purchases made on our website cannot allow for a resolution that is more favorable to our customers. We are not trying to discharge ourselves from any responsibility; we only want to convey that we were able to provide Ms. [redacted] with the necessary information related to her hotel purchase before our system asked her to complete the reservation online.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

Dear Mr. [redacted],

font-size: 11pt;">
The Revdex.com has shared your recent correspondence pertaining to not receiving a refund as previously advised on Orbitz locators [redacted] and [redacted]. I appreciate the opportunity to review your account and respond to your concerns.

Please know that I have reviewed Orbitz locators [redacted] and [redacted].  Each booking was for the amount of $87.00 for each way, and a refund was processed on March 10, 2016 as previously advised.  The refund was processed to the [redacted] ending in [redacted], which was the card used at the time of the booking.  The two refunds in the amount of $87.00 each, are showing successfully processed, and should appear on your card within 3 to 5 business days.

Mr. [redacted], if you still feel that you have not yet received the refunds, you should contact your bank directly.  Thank you again for the opportunity to address your concerns.

Sincerely,

[redacted]
Orbitz Customer Relations
Tell us why here...

August 26, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted]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 attention. Orbitz 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 [redacted] (Revdex.com case number [redacted] regarding a flight reservation. We understand from the customers complaint he is requesting a refund of his flights.Our records indicate on July 27, 2016 the customer self-booked a flight reservation using Orbitz.com for three travelers. The flight reservation was operated by [redacted] Airlines, with flights from Phoenix, AZ to Chicago, IL departing on August 6, 2016.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. As a result, we strongly recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policies. The customer booked one roundtrip ticket with [redacted] Airlines who was the merchant of record, and the companies that charged the customer’s credit card. We hope you understand we have to abide by their rules and regulations.We can confirm Mr. [redacted] contacted us on July 27, 2016, the customer requested the Orbitz agent to cancel his [redacted] Airlines tickets. Based on the fare rules agreed to at the time of booking, [redacted] Airlines flights stated to take any action on the reservation, the customer had to contact them directly. As [redacted] Airlines tickets are non-cancellable and non-changeable we do not have access to the customers tickets. Due to this we advised the customer to contact [redacted] Airlines directly to make alterations to the tickets. As the tickets Mr. [redacted] purchased are non-refundable, we are unable to provide a refund of the reservation.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,[redacted]Tier 3 Customer Service

Initial Business Response /* (1000, 5, 2015/01/05) */
Dear Ms. [redacted]
The Revdex.com has shared your recent correspondence pertaining to the soft charges for the purchase attempts on airline tickets. I appreciate the opportunity to review your account and respond to your...

concern.
My understanding is that you attempted to book a flight on January 1st to travel on January 8th and return on January 12th. The fare amount was $707.00, but after you contacted your bank, they advised you that you had a $500.00 transaction limit per day. When you contacted Orbitz, you were advised that the funds should be returned within 5-7 business days. You attempted to book another flight on January 2nd, after midnight because of the $500.00 limit on transactions. You decided to book just the flight and save the hotel for later. When you attempted to make the second booking, you received a response stating that the flight was unavailable, as a result you were not able to complete the reservation.
After this, you checked your account and noticed that you had been debited another $279.20. When you contacted our Customer Service Center, the agent advised you that you would be able to contact the bank and give them a code to release the funds. When you contacted, the bank, however, they told you that this was not an option, and they had never heard of doing that.
On behalf of Orbitz, I apologize for the inconvenience. I have located an Orbitz account for you; however, the card number in the account only reflects activity from a trip in February 2013. Is the card number that you were using for these transactions a Visa card ending in [redacted] Please provide the bank contact information, as well as a number you can be reached at, and I will be happy to contact you and conference the bank in.
Ms. [redacted] thank you for contacting Orbitz. I look forward to hearing from you soon.
Sincerely,
[redacted]
Orbitz Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/01/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No, the credit card was ending in[redacted].
My phone number is XXXXXXXXXX...
My banks phone number is Wells Fargo: XXXXXXXXXXX
I was not able to book through orbitz. The rates have gone up too much through your service and was not able to find anything affordable through your services. After this incident.
Final Business Response /* (4000, 9, 2015/01/07) */
Dear Ms. [redacted]
Thank you for your response. Per our phone conversation, I have deposited $100.00 in Orbucks into your Orbitz account. These points may be redeemed for hotel bookings only, and the points are valid for use until January 7, 2016. I apologize again for the inconvenience caused by the delay in the release of your funds. I am glad the bank confirmed that the funds have been released.
Thank you for the opportunity to review this matter with you. Please be assured we value your business and look forward to serving you in the future with your travel planning needs.
Sincerely,
[redacted]
Orbitz Customer Relations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
The issue has been resolved, thank you.
Sincerely,
[redacted]

Dear Ms. [redacted],   The Revdex.com has shared with us your correspondence regarding your recent experience with Orbitz. It is my understanding you were upset with the quality of the [redacted] Casa de Las [redacted] Hotel - Adults Only -...

Historical Downtown and you are requesting a refund for the reservation. I 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. Please know Hotel properties or their representative companies provide their own content information on the Orbitz website, which includes the star rating, location, amenities, and property description.  Orbitz relies solely on each hotel to provide us with accurate descriptions of their properties. Also, in response to consumer requests, Orbitz now includes customer feedback and ratings relating to their experience at hotel properties shown on our website.  This information is included in the “Reviews from our users” section shown during the hotel selection process.  This valuable information may be used in helping you to determine your choice of hotel. These ratings are unbiased and are in no way meant to indicate an endorsement by Orbitz or the hotel property.   We also encourage you to leave such a review for this property.  Go to the My Trips section of the website, where you’ll find a link asking about your recent experience.  We truly value our customers’ feedback and hope you will participate. When we do learn of situations like this, Orbitz takes immediate action to prevent any unfavorable experiences for our customers.  In this case, I have notified the appropriate parties and they are currently in the process of reviewing this complaint.  Our hope is that this valued criticism will allow them the opportunity to make improvements where necessary and therefore, modify how their property is presented to the public.  We thank you for bringing this to our attention.   Ms. [redacted], we do regret your disappointing experience; however, we have contacted the property on several occasions and a refund has not been granted. Orbitz has been charged in full for your bookings, and we are unable to offer a refund.   Nevertheless, we do value you as a customer; therefore, as a gesture of sincerity for your disappointing experience we have added $200 in Orbucks to your account. They are valid until April 10, 2017 and are available to be used on your next qualifying prepaid hotel booking.   We appreciate your business and hope you will continue to use Orbitz in the future for your travel needs. Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

I had a really bad experience with Orbitz. I booked my air tickets through Orbitz for a flight to China. When I arrived at the airport on the day, I was surprised when the airline staff told me that my reservation was for another flight which departed already. It turns out Orbitz, without my content, changed my reservation to an earlier flight which I just missed. To board the original flight I booked, I needed to pay $400 extra flight changing fee. I called Orbitz customer service but they couldn't resolve and void the fee for me. So finally, after more than 30 min on the phone with a CS supervisor, I was told I have to pay the fee to the airline company first to board the flight. Then I can file a claim to Orbitz to get my money back. So I did it. Later, I wrote an email to Orbitz to claim back my money. I didn't expect Orbitz denied its their fault and refused to pay me back. Orbitz did offered $200 voucher. But it's only half the money I paid and I don't need any Orbitz voucher. After this experience I really doubt I am going to use Orbitz to book my travel. So I wrote multiple emails back to explain why I cannot accept it and tell them how the CS supervisor told me I would be paid back. But apparently Orbitz didn't want to resolve this fault or didn't care. They just ignored me and never wrote back or contacted me any more. It's been a couple of months and I still haven't receive any response from Orbitz. I would definitely not using any service from Orbitz no more. Be aware, never trust anything Orbitz CS told you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this initial response is satisfactory to me. The company has reached out to me for additional details and has indicated that they will further research the problem to see if they can provide a resolution. 
We will wait to see if this continues to be a problem for us. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Thank you for your response. It is clearly that the agent misunderstand what I said. Since the agent works in your company can't even tell two and three, as a nonnative English speaker like me, why should I have to take the responsibility? I will say its a discrimination.
You also said the price of tickets has changed. I called in to change my flight on 5 May, why should I pay the price for 7May?
Orbitz really needs to improve customer service.
Sincerely,
[redacted]

August 30, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted]
Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret to hear Ms. [redacted] did not accept our response and/or resolution offered.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. We utilize a live inventory system for our hotel reservations. This means our vendors have access to their products and are able to alter their information or pictures as they see fit.Furthermore when our customers act as their own travel agent and book travel ton their own we encourage them to carefully review the details of their reservation prior to confirming the booking. At this time as Ms. [redacted] was aware of the cancelation and change policies when canceling her reservation we are unable to offer additional compensation.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service