Orbitz

August 18, 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 hotel reservation. We understand from the customers complaint he is unhappy about the price difference between what was shown on the computer and his mobile app.Our records reflect that between July 29th and July 30th 2016 the customer self-booked five hotel reservations for two travelers using Orbitz website. Mr. [redacted] purchased a one night hotel reservation at Excellence El Carmen- Adults Only All Inclusive, checking in on November 14, 2016, and checking out on November 20, 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. We utilize a live inventory system for our hotel reservations. The inventory is updated regularly as purchases are made and prices change. These updates are directly linked to the vendors availability. Though we attempt to update the our website as quick as possible there may be a price discrepancy due to the purchases/cancelations that are associated with our vendors. We regret if the customer felt the prices were not competitive.As prices will fluctuate, Orbitz offers our Best Price Guarantee promotion as a benefit to our customers. The benefit is that we will match the price if a lower price is found online. We are able to confirm that the customer was refunded for two of the five reservations due to the customers Best Price Guarantee claims being approved. At this time we are unable to offer further compensation to Mr. [redacted].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 your recent correspondence with Orbitz so that we may assist you further. It is my understanding that you are upset to...

find that your credit from a canceled trip has already expired. I appreciate the opportunity to review your account, and respond to your concerns. After reviewing your reservation under record locator [redacted]; I do show per the terms and conditions placed on the ticket by [redacted] Airlines; you had to rebook and commence travel by March 22, 2016.   However, I would like to resolve this more to your satisfaction. We value you as a customer, and as a gesture of goodwill, Orbitz has issued you a $273 USD future travel voucher (this is the amount of your credit minus the $200 penalty fee. The voucher is to be used toward your next Orbitz.com prepaid booking. 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 [redacted]@customercare.orbitz.com. Please reference case number [redacted] and my letter offering the $273 future travel 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 March 23, 2017. Ms. [redacted], thank you for allowing me to review this with you. Your business is truly appreciated, and we hope to have an opportunity to serve you in the future with your travel planning needs. Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

August 26, 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 that the customer 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 flight reservation. We understand from the customers complaint they are unhappy about the inconveniences experienced at the airport while attempting to check in for their flight.After further review of the customer’s account we able to confirm that no calls were made into Orbitz due to this inconvenience. At this time we are unable to offer any compensation as the customer was able to fully utilize her reservation.We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

I received several promo emails for $125 off a package. The date in the email said it was good through 9/30/2015. On 7/30/2015 I attempted to book a package with the code and was told it had expired.

I attempted to contact Orbitz but there was nothing on their site. I DM'd them on [redacted] & received an email that I would hear back in 24 hours. I waited 5 days & didn't hear anything so tried on [redacted] & replying to email.

On [redacted] they said they responded already. In the email they said the marketing dept didn't get back to them. They said that the email was wrong but would give $125 voucher. I asked what else they could do since they 1) did not get back to me within 24 hours & seemed as if they were ignoring me and 2) they lied that an email had been sent within 24 hours but never was.

They continued to argue with me that nothing could be done. I asked for a supervisors email and was told supervisors do not have emails & was given a phone number. I asked several more times for an email & was finally told that supervisor emails could not be given out, yet another lie.

I was told that "personal information" could not go over email but on [redacted] was told I had to be emailed since there may be "personal information" needed yet another lie.

I asked them several times to stop emailing me since they were of no help yet they continued to email. It appears my third request has finally stopped the harassment.

They practice deceitful marketing ploys by having one date in the email but not honoring it on the website plus they lied not once but three times. Not to mention, continuing to harass the customer after they were asked to stop.

Initial Business Response /* (1000, 5, 2014/09/11) */
Dear Mr.[redacted]
The Revdex.com has shared your recent correspondence pertaining to the Comfort Inn Colby charging you for a second room due to your pets. On behalf of Orbitz, we apologize for this disappointing experience,...

and appreciate the opportunity to review your account and respond to your concerns.
Please know that I have contacted the Comfort Inn Colby on your behalf as you should not have been charged again to move you to another room due to your pets. I have spoken to the manager, and he has apologized for the confusion, and has refunded your credit card for the extra charges they made at the time of your check-in.
Mr.[redacted] we apologize again for any confusion, and as a gesture of our sincerity, Orbitz would like to offer you a $50 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 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 [redacted]@Orbitz.com. Please reference case number XXXXXXX and my letter offering the $50 voucher in your request. Orbitz will then issue a credit to the card used for the new booking. This offer is valid until September 11, 2015.
Mr.[redacted] we appreciate your business, and we hope you will provide us with a future opportunity to serve you with your travel planning needs.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL

Dear [redacted],   The Revdex.com has shared with us your correspondence regarding your recent experience with Orbitz. It is my understanding when you canceled the flight to Mumbai, Orbitz booking number [redacted], you were advised you would receive a full refund for...

both tickets; however, you only received a refund for your wife’s ticket.  You are requesting a refund for the other ticket in the amount of $746.81. 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.   Upon further research, we have confirmed on January 30, 2016, you contacted Orbitz to cancel the flight reservations. At that time the assisting representative cancelled the flight reservations and submitted a refund request to [redacted] Air for only one of the tickets. This is why you only received a refund in the amount of $839.91 for your wife’s ticket.   Please know as the representative only requested the refund for one ticket, Orbitz has processed a refund for your son’s ticket. The refund amount of $521.81 will be processed by [redacted] Air, and the remaining refund amount of $225.00 has been processed by Orbitz, for a total of $746.81.   Furthermore, as a gesture of sincerity for your disappointing experience we have added a $100.00 Electronic Travel Coupon to your Orbitz account. This is valid towards the future purchase of an E-Special Rate hotel reservation, either as a stand-alone hotel or in a vacation package.  The coupon will appear in the booking path for your next qualified reservation, and it is valid until December 31, 2016.   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

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.
Sincerely,
[redacted]

Revdex.com:
my email that was used was [redacted]@gmail.com the booking number  is: [redacted]
but  I have rebooked as of march 21, 2016
 
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

July 5, 2016
"Arial","sans-serif";">Revdex.com
Complaint Department – Orbitz
Re: 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 flight reservations. We understand the customer is requesting that Orbitz process a refund for her non-refundable flight reservations.
Our records indicate that on June 15, 2016, the customer booked flight and hotel vacation package reservations – itineraries [redacted] – using the self-service tool on the Orbitz website. Travel was on [redacted] Airways, departing June 17, 2016, from London Heathrow, England to Dublin, Ireland, returning June 19, 2016, for one passenger. Hotel accommodations were at the [redacted] Hotel, checking June 17, 2016, for two nights.
Upon further research, we were able to confirm on June 17, 2016, the customer contacted Orbitz to cancel the hotel portion of their vacation package reservations. At that time the assisting representative advocated on the behalf of Ms. [redacted] with the hotel who advised that cancellation would result in a one night penalty, as per the terms and conditions agreed to at the time of booking. At that time, the hotel reservation was cancelled and a refund in the amount of $290.55 was refunded back to Ms. [redacted] original form of payment.
Additionally, on June 17, 2016, Ms. [redacted] advised that she missed her flight reservations, and the airline lost her luggage, therefore she requested to cancel her flight reservation. Ms. [redacted] tickets were under the control of [redacted] Airways at that time, and Orbitz no longer had access to make changes due to this. As such, Ms. [redacted] was referred to contact [redacted] Airways directly for assistance.
On July 5, 2016, Orbitz advocated on the behalf of Ms. [redacted] with [redacted] Airways, who advised that the since Ms. [redacted] was marked as a no show for her flight reservations, they are only able to refund the unused taxes in the amount of $76.20, and the remainder of the ticket is non-refundable. The amount of time it take to receive a refund depends upon the length of time it takes both the airlines and Ms. [redacted] credit card company to process refunds.
The airline initiates schedule changes and these are unrelated to the type of ticket purchased or the company from which you bought your ticket. In fact, travel agencies are rarely informed as to why the changes are made. Typically, however, airlines will change their schedules because of routing changes, severe weather, staffing problems, or maintenance issues. Orbitz regrets any inconvenience that you have experienced as a result of this booking. Because we were not notified of any subsequent changes, we were unable to notify you proactively and act as your advocate with the airlines. It is our highest recommendation that you continue to pursue this matter directly with [redacted] Airways.
Please note that 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.  Each airline has its own specific set of policies and procedures, as does each ticket purchased or package reserved. [redacted] Airways was the operating [redacted]r and merchant of record (the entity that received the customer’s funds and the companies that charged their credit card). Any change fees are set and collected by the airline. We hope you understand that we must abide by the rules and restrictions set forth by travel providers with which we do business, such as [redacted] Airways.
 
SUPPLIER RULES AND RESTRICTIONS
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
You understand that any violation of any such supplier's rules and restrictions may result in cancellation of your reservation(s), in your being denied access to the applicable travel product or services, in your forfeiting any monies paid for such reservation(s), and/or in our debiting your account for any costs we incur as a result of such violation.
Given the above, we are unable to offer the customer any additional compensation.
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

Dear Ms. [redacted]
Thank you for your follow-up response, and I appreciate the opportunity to address your continued concerns.
At Orbitz, we understand the importance of making all of our suppliers’ rules and restrictions available for our customers’ to review, so that an informed decision can be made.  Prior to confirming your reservation, it must be agreed to that the supplier rules and restrictions have been read and agreed too.
Ms. [redacted] we certainly regret your continued disappointment in our services, but we show that we did properly display the fare rules for your review prior to confirming the booking.  Please understand that you were charged by the airline directly, and Orbitz does not hold the funds for the ticket reserved.  As a travel agency, Orbitz is required to follow all airline imposed fare rules.
Ms. [redacted] we wish that our reply could be more favorable.  We do appreciate your business, and hope that we have a future opportunity to serve you.
Sincerely,
[redacted]
Orbitz Customer Relations
Tell us why here...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11150447, and find that this resolution is satisfactory to me.
Dear Jeanna, 
 
Thank you for your assistance. Please provide me a phone number where I shall call Air France.
Sincerely,
Sharon [redacted]

Complaint: 11009806
I am rejecting this response because: the Orbitz discriminated against my religion on the phone and refused to issue a credit. If it that important for Orbitz to save 45$ but to loose its reputation. 
Sincerely,
Elina Shironina.

May 26, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O-[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.As previously advised, Orbitz acknowledged the complication and frustration that occurred when the customer initially attempted to change her tickets. Due to the errors Orbitz purchased Ms. [redacted] a new one way ticket. Per our previous conversation on May 23, 2016, Ms. [redacted] agreed to sustain the initial charge to change the reservation therefore that charge has remained. Since the original quoted fare increased after Ms. [redacted] agreed to the initial price, Orbitz payed for the increase in fare. We are unable to refund All [redacted] Airways’ change fee sustained for changing the reservation. Due to the inconvenience Ms. [redacted] experienced, and for any lack of service he received while trying to resolve this issue Orbitz has placed a $100 Orbitz Travel Coupon into the customers permanent account.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, 2014/04/21) */
Ms.[redacted]
The Revdex.com has shared your recent correspondence pertaining to the rate increase of your package during the booking process. I appreciate the opportunity to review your account and respond to your...

concerns.
Airfares and availability change throughout the day, based on demand for the flight and the airlines' right to change them at any time. Unfortunately, fares can change very rapidly as the carriers continually adjust their flight loads, especially during peak travel times. Orbitz monitors these changes closely and makes every effort to keep our fare displays as current as possible.
Ms. [redacted], if a fare is no longer available, you will either receive a message advising you to make another search, or you will be given the next available rate until your flight choices have been updated. Please understand that airline fares are controlled by the airline, and charged to you by the airline directly. Once a fare is no longer available, Orbitz is not able to restore a fare. If you would like to forward me a copy of the flights in question, I can request that they be updated.
Nevertheless, as a gesture of our sincerity, Orbitz would like to offer you a $100 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 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 $100 voucher in your request. Orbitz will then issue a credit to the card used for the new booking. This offer is valid April 21, 2015.
Mr. [redacted], 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,
[redacted]
Orbitz Customer Relations
Initial Consumer Rebuttal /* (2000, 7, 2014/04/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I want to thank both the Revdex.com and Orbitz for such timely response. I understand airline's change prices or run out of seats but it is Orbitz job to keep up and make sure they are providing accurate information. I tried every day last week and kept getting the same initial offer but at checkout was $1000 more. I will accept their $100 voucher for a future flight.
Final Consumer Response /* (450, 8, 2014/04/21) */
The consumer indicated ONLINE that the business responded to this complaint to his/her satisfaction. He/she also stated:

May 23, 2016
"Arial","sans-serif";">Revdex.com
Complaint Department – Orbitz.com
Re: 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 car rental reservations. We understand the customer is requesting a refund of $80.00 for the Orbitz car collision damage protection.
Our records indicate that on May 1, 2016, the customer booked car reservations – itinerary [redacted] – using the self-service tool on the mobile site. Car rental was provided by [redacted] for an economy size car, picking up May 1, 2016, in San Diego, California for seven nights. The customer booked the Orbitz car collision damage insurance in conjunction with the rental car reservations.
Upon further research, we were able to confirm May 2, 2016, the customer contacted Orbitz stating they were charged for car insurance directly by [redacted]. On May 5, 2016, the amount of $80.00 was refunded back to the customer’s original form of payment.
The amount of time it takes for Ms. [redacted] to receive a refund depends upon how quickly her credit card processes refunds.
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

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.
Sincerely,
[redacted]

January 05, 2017 Revdex.com Orbitz – Alaska, Oregon & Western Washington Complaint Department Re: 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 complaint [redacted]) regarding a refund request for a flight reservation. Our records show on December 17, 2016, Mr. [redacted] self-booked an Orbitz.com airline reservation via booking number [redacted], with a trip start date of February 09th, 2017. We understand from Mr. [redacted]’s complaint, he was advised the reservation was not completed successfully and a new one had to be made. Mr. [redacted] was advised that the difference in fare for the new reservation would be refunded. Mr. [redacted] is requesting a refund of $238.98 for the difference between the new and old ticket he was advised to purchase and two booking fees of $6.99USD. We have processed a full refund of $238.98USD. This has been documented on the customer’s Orbitz account. Orbitz’s goal is to provide an exceptional customer experience. We do regret any inconvenience Mr. [redacted] has encountered in resolving this matter. As a refund has been given to and the issue has been resolved to Mr. [redacted]’s desired outcome, Orbitz considers this matter closed. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, [redacted] Tier 3 Customer Service

Dear Ms. [redacted],
 
The Revdex.com has shared with us...

your
correspondence regarding your recent experience with Orbitz. It is my
understanding you are upset with the service you received when contacting
Orbitz to make a change to your reservation. I appreciate the opportunity to
respond to you.
 
On behalf of Orbitz, I apologize for any frustration this
has caused you.
 
Please know I was unable to find the reservation with the
information with your email address or phone number. Can you please provide me with the
Orbitz booking number, or email address used at the time of booking, so I can
review?
 
I look forward to hearing back from you.
 
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL

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.
Sincerely,
[redacted]

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.
Sincerely,
[redacted]