Orbitz

Dear Ms. [redacted] Thank you for your follow-up email.  Per my previous email, for Orbitz to further review your concerns, I will need copy of your bank statements.  Once I have this information, I can further review and give you a resolution to your concerns. Sincerely, Luisa [redacted] Orbitz Customer Relations Chicago, IL

Initial Business Response /* (1000, 5, 2014/08/15) */
Dear[redacted]
The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you further. I understand you booked a room at the Renaissance Portsmouth-Norfolk Waterfront Hotel. When you arrived at the...

property, the hotel quality was not what you expected, so you are requesting a refund. Also, you are upset with the hold time and the service you received when you contacted our service department.
I appreciate the opportunity to review and respond to you. On behalf of Orbitz, I apologize for the disappointing experience and the inconvenience this caused you. Orbitz strives to provide the best possible customer service, and I regret that in this case, we fell short of our goal.
Please know the hotel has declined to offer a full refund because the room was used. I show a refund in the amount of $147.21 was processed on August 3 to the Visa Card ending in[redacted] Also, you were issued a $75 future travel voucher which I have increased to $200 to use 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 $200 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 August 15, 2015.
[redacted] we appreciate your business, 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

June 7, 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 car reservation. We understand from the customers complaint she requesting a refund of [redacted] of the car reservations that was purchased.Our records indicate on February 25, 2016 the customer self-booked a car reservation with Orbitz. The customer reserved a [redacted] or similar with [redacted] Car Rental. The car was due to be picked up on April 3, 2016, in Alexandria Louisana and returned to the same location on April 10, 2016. Due to a system error this reservation was created five times.Upon further research, we are unable to verify as of February 25, 2016 the customer called into customer service and spoke to an agent who was able to cancel and fully refund itinerary [redacted], [redacted] and [redacted].We would like to apologize for the inconvenience Ms. [redacted] may have experienced, and for any lack of service he received while trying to resolve this issue. Despite his recent experience, we do value his business. As of June 7, 2016 Orbitz has fully refunded itinerary’s [redacted] amounting to $258.68. 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 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, 10, 2015/08/19) */
Dear Mr[redacted]
Thank you for contacting Orbitz via the Revdex.com. We appreciate the opportunity to review your reservation and respond to your concern. *
It is my understanding that Orbitz Confirmation# PBORBXXXXXXXXXX...

was intended for [redacted] However the hotel selected was in [redacted], a city in [redacted]. You've requested full refund of $215.28USD.*
Mr. [redacted], as you've mentioned, the reservation was self-booked, and all details, including the hotel cancellation policy were available for your review. Please understand, the options for [redacted] were based upon the customer's entry. This was not an error on the part of Orbitz; but a spelling error of the desired city name;[redacted]. *
Furthermore, the hotel selected and confirmed was booked as a prepaid,100% non-refundable reservation. Therefore, as you agreed to pay Orbitz, the hotel has charged Orbitz for your stay. Regrettably, a refund is not possible at this time.*
Mr. [redacted], I empathize with you and hope to provide a positive outcome if at all possible. In review of this event, I found you are a long-time Orbitz Customer, and new Orbitz Rewards Member. Therefore, as a sign of our commitment, and hopeful resolution to your concern, Orbitz has deposited 215.28 in OrBucks to your Orbitz Rewards account. Your OrBucks are noted as "Customer Service Credit" under "OrBucks Activity"; and are immediately available for use in accordance with the Orbitz Reward program. Please do let me know if you have any questions about our deposit. *
Thank you for sharing your concern. Orbitz values your business, and we hope to have continued opportunity to serve your travel needs. *
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL
*
*Initial Consumer Rebuttal /* (2000, 12, 2015/08/19) */*(The consumer indicated he/she ACCEPTED the response from the business.)
getting credit for this mishap looks fair
*

Initial Business Response /* (1000, 5, 2014/02/13) */
[redacted]
The Revdex.com has shared your recent correspondence pertaining to the refund of a package due to weather cancellations. I appreciate the opportunity to review your account and respond to your...

concerns.
From your complaint, you booked an air and car as part of a package on January [redacted] for a departure [redacted]. Upon arriving at the airport, the flight was initially delayed and subsequently canceled. You were advised of a refund, due to the conditions along with travel inconveniences. You believe that Orbitz controls the refund timeframe. Furthermore; your perception of Orbitz has become discontented due to the service you have received.
[redacted], I do understand your concern in this regard you, in good faith booked a trip, confirmed all the necessary flight times, only to have changes made to your booking which you did not request. 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 retailers.
According to my research, the amount of the package [redacted] The car portion of the package was in the amount [redacted] Orbitz did process a refund in the amount [redacted] Please allow 3-5 days for the credit to appear on your statement. This will appear as an Orbitz credit, [redacted]
The ticket status is exchanged; from your account, you did check-in for the flight, arrive at the departure gate, suffered a delay and lastly; the flight was canceled by the airline, [redacted] In your case, the airline's staff at the airport either altered the status or imputing the erroneous status of the ticket, the result is a non-usable ticket for Orbitz to refund. The amount of the ticket [redacted]
The situation which you have encountered resulted from the airline representatives themselves, who subsequently exchanged the tickets on the date of departure. Unfortunately, once an airline takes control over the tickets, Orbitz is unable to view or investigate the internal airlines' changes.
On your behalf, I have submitted a refund request directly with the airline, [redacted] Please be advised the airline is responsible to refund accordingly, as they canceled the flight, which you were already allocated to fly. On the date of your original booking, all funds collected for the booking of your ticket was electronically transferred [redacted] for payment. You may notice this on your credit card statement that the charges appeared directly [redacted] and not from Orbitz.
The airline has responded to the request-
[redacted] has been submitted to our Refunds department. You will be notified when your request has been reviewed. Your tracking number [redacted]
Lastly, I will refund the Orbitz service fee [redacted], which was collected [redacted] This will process today, [redacted]. Please allow 3-5 days for the credit to appear on your statement.
Therefore, the total amount of the refund [redacted]
As this is not an Orbitz error, we are unable to provide recompense in this regard.
[redacted], we regret any misunderstanding this may have caused. We appreciate your business, and we hope you will provide us with a future opportunity to restore your confidence in our products and services.
[redacted]
Final Consumer Response /* (2000, 7, 2014/02/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have now been refunded the entire cost of the package I booked [redacted]

May 4, 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 car reservation. We understand from Ms. [redacted] complaint she requesting a refund of the insurance purchased for a recently unused car reservation. On May 3, 2016, we contacted Ms. [redacted] to acknowledge receipt of the Revdex.com complaint but were but were unable to reach the customer.Our records indicate on March 19, 2016 the customer self-booked a car reservation with Orbitz. The customer reserved a Ford Fiesta or similar with Budget. The car is due to be picked up on March 19, 2016, in Pittsburgh, PA and returned to the same location on March 20, 2016. The customer also purchased “Car collision damage protection”.Per the car reservations terms and conditions that were presented to the customer at the time of booking, “Renters 21-24 must present a valid, acceptable credit card, debit cards are not permitted and a valid driver’s license, subject to the screening of your driving record.”As an effort to advocate on the customers behalf we contacted [redacted] on May 3, 2016. [redacted] advised us that on March 19, 2016 Ms. [redacted] was unable to utilize the car reservation. Due to this we are able to refund the unutilized “Car collision damage protection”. As of May 4, 2016 a refund of $18.00 was processes to the customers original form of payment. The time it takes the refund to post to the customer’s account depends on the time it takes the Mr. [redacted] credit card company to process refunds.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

April 20, 2016
 
Revdex.com
Complaint Department – Orbitz
 
Re: Orbitz Case #: O-
align="LEFT" dir="LTR"> 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 On April 20, 2016, we contacted Mr. [redacted] to acknowledge receipt of the Revdex.com complaint but were but were unable to reach the consumer.
 
Our records indicate on March 6, 2016 the customer self-booked a hotel reservation for two travelers using Orbitz.com. The customer purchased a one night hotel reservation at [redacted] New Orleans Airport, checking in on March 20, 2016, and checking out on March 21, 2016.
 
We are able to confirm that during the booking process the customer is input the check in date as March 20, 2016 and the checkout date as March 21, 2016. An email confirmation of the customers reservation was sent to the email address that was input during booking. The room type and rate selected prior to completion of the reservation was non-refundable.
 
Our records reflect the customer calling Orbitz on March 8, 2016 to obtain a refund for her hotel reservation. Since Orbitz is a third-party intermediary, we had to contact the property manager to request a refund of the reservation. The hotel representative advised our agent that due to Ms. [redacted] not canceling the reservation they are unable to authorize a refund for the reservation.
 
We sincerely regret that we are unable to offer a more satisfactory response or resolution to the customers 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 the hotel purchase before our system asked Ms. [redacted] 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

Complaint: [redacted]
I am rejecting this response because:
I have spent hours of my time with your company to get a brush off answer. I asked for call backs in my 2 emails to your company and with your manila employees aswell as the message  i left at your corporate inbox. nothing happened. this is not acceptable. please review comments from thousands ofcutomers that have thesameor similar complaints. I expect a call from your corporate. I reserve the right to hand this over to the Attorney generla s office in my state
Sincerely,
[redacted]

I booked a roundtrip flight for two passengers. Departure was on frontier airlines on 2/23 and return was on spirit airlines on 2/26. After booking, I did not receive a confirmation #, an email, nothing. I spent hours on the phone researching with the orbitz agents which I'm sorry but I could hardly understand them. Some of them told me they saw my flights, some of them told me they could only find my friday flight. I was furious that they had no idea what was going on. After being transferred over and over and told that it is out of their hands once you book and now in the airlines hands, I called frontier and spirit. Sure enough frontier did not have a flight reservation, but spirit did. How ridiculous is it to book for round trip and end up with a one way ticket home that you can't even use? Orbitz did absolutely NOTHING to help me resolve the issue. I will NEVER use orbitz again. I will take my business elsewhere! I will make sure the word spreads about my negative experience. I just have never heard of booking a trip with a company and them not even having confirmations or any idea what you booked. Ridiculous!

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]

Initial Business Response /* (1000, 5, 2014/09/24) */
Dear Ms.[redacted]
The Revdex.com has shared with us your correspondence regarding your recent experience with Orbitz. I understand you did not receive an email confirmation for your booking at the[redacted] Hotel Montreal -...

Longueuil, as the email address was entered incorrectly during booking. 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.
Please know, I have contacted the property to request a refund for your reservation; however, they have advised as the reservation was not canceled at least 1 day prior to check-in, a refund will not be given.
Nevertheless, we do value you as a customer, and as a gesture of sincerity for your disappointing experience, we have processed a refund for the reservation in the amount of $392.05. The refund will appear back to your card within 3 to 5 business days.
Ms. [redacted] 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
Dear Ms.[redacted]
Thank you for your patience.
Please know, when we attempted to process the refund to your card we received an error.
Can you please provide your phone number and time you would be available, so I can contact you to get the credit card information?
I look forward to hearing back from you.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (3000, 8, 2014/09/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes my phone number is 716-903-2467. I will accept the response when the refund is processed.
Final Consumer Response /* (4200, 12, 2014/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I called twice. Once on Friday and again today and I left messages both times. I will accept the response once the refund is processed.
Final Business Response /* (4000, 14, 2014/10/20) */
Dear Ms. [redacted]
Thank you for speaking with me earlier today.
Please know, the refund of $392.05 will appear back to your American Express ending in[redacted] within 3 to 5 business days.
If you have any further questions or concerns, please let me know.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL

November 29, 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 they are requesting a full refund of the reservation due to inputting the incorrect name.Our records indicate on October 31, 2016 the customer self-booked a flight reservation for two passengers on Orbitz.com. The customer purchased a round-trip flight for one traveler. The flight reservation was operated by [redacted] Airlines, with flights departing on November 1, 2016 from Newark, NJ to Nairobi and returning on December 13, 2016.Per the terms and conditions that the customer agreed to upon booking the reservation; Tickets are nonrefundable, nontransferable, and cannot be canceled or changed. Upon completing the booking on our website, the customer agreed to our Terms of Use, which expressly provide:You are responsible for ensuring that you meet foreign entry requirements and that your travel documents, such as passports and visas (transit, business, tourist, and otherwise), are in order and any other foreign entry requirements are met. Orbitz has no special knowledge regarding foreign entry requirements or travel documents. We urge customers to review travel prohibitions, warnings, announcements, and advisories issued by the relevant governments prior to booking travel to international destinations.As Orbitz is an input based system, it is the customers responsibility to enter the correct information for each passenger.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

May 19, 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 flight reservation. We understand from Mr. [redacted] complaint he is requesting a full refund of his flight reservation. On May 19, 2016, we contacted Mr. [redacted] to acknowledge receipt of the Revdex.com complaint.Our records indicate on March 30, 2016 the customer self-booked a package reservation for three travelers using Orbitz website. The customer purchased three rooms for a two night stay at [redacted] Inn [redacted] Sky Harbor Airport, checking in on May 1, 2016, and checking out on May 3, 2016. The customers round trip flights were operated by [redacted] Airlines, departing from Asheville, NC to [redacted], AZ on May 1, 2016, and returning on May 3, 2016.We are able to confirm that this issue was resolved as up May 2, 2016 when the customer called Orbitz to receive assistance refunding his unutilized tickets. At that time the agent refunded the customers tickets in full totaling $1,249.23. The time it takes the refund to post to the customer’s account depends on the time it takes the Mr. [redacted] credit card company to process refunds.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:
There were two important facts that were not accurately stated in the response. 
1) On June 25 after receiving booking confirmation from Orbitz, I received a call from a lady who directly asked for credit card information. The lady failed to prove her identity as Orbitz agent so I told her I would call back. I did call back immediately and called again the day after within 24 hours of booking. Both agents confirmed the ticket was successfully booked. Then after about one week, I received an email saying the ticket was canceled without a reason. It was totally unexpected. So I had to call Orbitz again and understand why.
2) I did not decline the offer from Orbitz. instead, the offer was made by one agent and backed out by another one. The story was, after I received the cancellation, I called Orbitz. One Orbitz agent offered me an alternative ticket with one stop. She told me the original non-stop ticket I bought has a price increase and it's beyond her authority to cover the price difference. To have someone with higher authority review the case, I had to escalate the claim. When I talked to the manager, he backed out the one-stop flight offer and refused to work on any solution.  
Thank you for your time.
Sincerely,
[redacted]

March 28, 2016
MARGIN: 0in 0in 0pt">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 hotel reservations. We understand the customer is requesting refund for their reservations.
Our records indicate on February 2, 2016, the customer booked hotel reservations – itinerary [redacted] – using the self-service tool on the Orbitz website. Hotel accommodations were at the Tel-Aviving Apartments, checking on March 9, 2016, for six nights.
Upon further research, we were able to confirm on March 25, 2016, that Orbitz processed a full refund in the amount of $469.16 back to the original forms of payment and deposited a $100.00 Orbucks (Electronic Travel Coupon) into the customer’s Orbitz account.
The amount of time it takes for the customer to receive a refund depends on how quickly their credit card company 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,
Verna **

Dear Ms. [redacted],
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The Revdex.com has shared your recent correspondence pertaining to the problems you encountered on your arrival at the [redacted] Ogden.  On behalf of Orbitz, I apologize for this disappointing experience, and I appreciate the opportunity to review your account and respond to your concerns.
Our records indicate on February 16, 2016, accommodations were reserved at the Comforts [redacted] Ogden from February 26, 2016, to February 28, 2016 via our website.
Upon receipt of your correspondence, we have verified on February 26, 2016, you contacted Orbitz upon arrival at the hotel, as you were advised the hotel was unable to fulfill your reservation.
We apologize for any inconvenience has caused. At this time, we are requesting that you provide a copy of your credit card statement or receipt reflecting the additional charges incurred by the hotel. You may submit the information through the complaint submission on the Revdex.com website. This information will enable us to appropriately address the situation and upon receipt.
We thank you for allowing us the opportunity to address the issues, brought to our attention. We look forward to hearing from you.
              
Sincerely,
[redacted]
Orbitz Customer Relations

Tell us why here...

Dear Ms. [redacted], The Revdex.com has shared with us your correspondence regarding your recent experience with Orbitz. It is my understanding that you attempted to book a flight on website, which was not confirmed, but you still appear to have charges on your credit card. I...

appreciate the opportunity to review your account and respond to you.   On behalf of Orbitz, I apologize for any frustration this has caused you.   Upon further research, we are unable to locate an Orbitz account related to your complaint. We respectfully request that you provide us with an email address used to book the reservation and the itinerary number. Additionally, we request you send a copy of your credit card statement reflecting the charges in question. You can mark out any information that is not pertinent to this issue and this information can be attached to this case for 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. Thank you to the Revdex.com for intervening. I do not believe Orbitz would have resolved the matter without my complaint to the Revdex.com. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2014/07/24) */
Mrs. [redacted]
Thank you for contacting Orbitz via the Revdex.com. We appreciate the opportunity to review and respond to your concern.
From our records, I understand that you submitted a claim for Orbitz Air Best...

Price Guarantee (BPG) on July 23, 3014, for a booking confirmed July 21, 2014; the claim was denied. You're dissatisfied because the deadline for Air BPG claim submission is Midnight Central Time; the same day as booked. You're requesting refund of the fare difference.
Mrs [redacted] while I understand your disappointment, the terms and conditions of our program are extremely public, clearly stated, and inviolable. The goal was to offer a program that is consistently administered and easy for customers to understand. For your records, I've provided link to the Best Price Guarantee info, available online at all times.
http://www.orbitz.com/mktg/best-price-guarantee/
According to our BPG rules, claims must be received by midnight Central time, the same date as the booking was made. Therefore, your claim needed to be received by midnight Central Time July 21, 2014. Regrettably, our program terms do not provide any exception.
Please understand, prices are dynamic and our suppliers are independent. Airlines/Carriers retain full control of inventory, sales, fares, and availability, at all times. In addition, Orbitz does not collect the funds paid for airfare - this billing info can be verified via your credit card statement.
Orbitz Best Price Guarantee Program is offered as an added benefit, a gesture of goodwill, exclusive to Orbitz customers. We have a responsibility to govern the program in accordance with the stated Program rules; which include terms/conditions for reservation qualification, claim submission, and reward. We regret any disappointment.
Mrs[redacted] I wish our response could be more favorable. Unfortunately Orbitz must deny your request for refund for Best Price Guarantee (BPG). Please do let me know if you have further questions regarding Orbitz.com. Thank you for sharing your concern. Orbitz values your business and we sincerely hope for future opportunity to serve your travel needs.
Kind Regards,
[redacted]
Orbitz Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (3000, 7, 2014/07/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My response was emailed in the 22nd. Funny how the next day after I book the flight goes down that much. And your only given till midnight to file a claim. It's called the bait and switch you hike up the price till someone books, then lower once they do. And don't blame the airline either. Read your reviews in yelp, you guys are horrible to the customer and do not care. Consumers need to know you are scammers. And I won't stop until I get to [redacted] myself to tell him what horrible employees he has. Like I said since nothing is being done comsumers will know not to use your company. And hopefully you will be out of business very soon.
Final Business Response /* (4000, 9, 2014/07/29) */
Mrs. [redacted]
We regret your continued dissatisfaction. However the terms of Orbitz Best Price Guarantee are clearly stated, public, and inviolable. We make no exceptions regardless of the time the booking is made - the cutoff time for any claim submission remains the same. Further, we administer the program consistently regardless of time zone of customer, cost of fare difference (above minimum), airline carrier, etc. Unfortunately, only qualified reservations and qualifying submissions are able to be considered. In this case we are simply not able to honor your request -as we will not violate the terms and conditions, as publicly available and adhered for all customers.
Thank you for sharing your concern. We sincerely regret that our response could not be more favorable.
[redacted]
Orbitz Customer Relations
Chicago, IL