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The following exchange goes from newest to oldest dates:

Ms. Willis:

When I spent TWO HOURS on the phone with a SUPERVISOR, I was told verbally that I would get a check and the SUPERVISOR subsequently sent the e-mail asking for my address. You "apologize for any confusion with your refund" - the issue is that a SUPERVISOR provided the incorrect information which is an apparent training issue on behalf of Orbitz not any confusion on my part. You indicate "we made every effort to assist" - which leads me to believe that the ridiculous amount of time I had to spend resolving the issue and Orbtiz disregarding and not replying to numerous e-mails is how Orbitz "assists" their customers?

If this is the way Orbitz handles a detailed accounting of horrible customer service, I will be sure to post the chain of events as well as your response below to the internet so that others can see how they will be treated by Orbitz. In addition, I will alert my vendor management department so that they can be aware that one our vendors, Orbitz for Business, believes it's okay to 1 - have a customer spend hours trying to resolve something 2 - not make it right when there is an issue.

Based on the way you have handled this matter, it's apparent Orbitz does not appreciate my business and could care less whether or not they will have an opportunity to restore my faith in Orbitz's services.

Thank you for proving that Orbitz has horrible customer service from the front line people all the way to when I escalate an issue to corporate management.

From: Customer Relations - Orbitz To: xxxxxxx@***.com Sent: Tuesday, January 7, 2014 11:54 AMSubject: Your Orbitz Experience [Incident: 140108-****73]

Orbitz

Response By Email (Charlotte) (01/07/2014 01:54 PM)

Dear Ms. Harrall,

Thank you for contacting Orbitz, and we regret to hear of your disappointment in our Customer Service Center.

Upon reviewing your correspondence and the documentation associated with your account, I do see that you had a disappointing experience at the Airport Inn Hotel. The Airport Inn Hotel responded to your Better Business Bureau complaint, and agreed to refund you 50% of your stay. I have reviewed your email request for Orbitz to process the refund in the form of a check. Due to your request, I do see that our email agent asked for your address, but it was not advised that we would be able to grant your check request.

Ms. Harrall, it is required that all refunds be processed back to the original form of payment. If for any reason that a customer has had to cancel their credit card, the refund will be transferred to the new credit card issued. We certainly apologize for any confusion with your refund, and that we were unable to issue it in the form of a check, but I do show that we made every effort to assist you with receiving the funds to your card. Unfortunately, I am unable to grant your compensation requests. We do appreciate your business, and hope that we have a future opportunity to restore your faith in our services.

Sincerely,

Charlotte Willis

Orbitz Customer Relations

Ms. Thomas:

I am following up on the e-mail I sent 1/4/14.

Thank you.

----- Forwarded Message -----From: Harrall To: "marita.thomas@***.com" Cc: Harrall Sent: Saturday, January 4, 2014 8:54 AMSubject: Issue

Ms. Thomas:

I am sending the attached to you as I have had no luck dealing with Orbitz.com customer service. If you are unable to assist me, please escalate this to the person who can assist me.

Thank you.

Question Reference # 140108-****73

Date Created: 01/07/2014 01:54 PMDate Last Updated: 01/07/2014 01:54 PM

January 3, 2014Orbitz via faxRecord locator #: PBORB775937****To Whom it may concern: I am writing due to the terrible experience I had with your customer service department. Below this letter is the chain of e-mails. I sent my 1st e-mail on 11/25/13 advising that the hotel was going to refund half our money but it needed to go through Orbitz. I never got a response to my e-mail, sent it again 12/3/13 and 12/6/13. After still not getting a reply, I called Orbitz on 12/8/13. I was on the phone (including the hold time and transfer to a supervisor) for 2 HOURS. I was promised a check would be sent to me. The reason I requested a check was because the credit card that was used was no longer valid. The Orbitz supervisor agreed to issue a check as you can see in the e-mails below. On 12/10/13 I was advised via e-mail from Orbitz that the amount would be credited to the credit card although that is not what was originally promised to me. I was told the credit would be done in 5 days and Orbitz would call my bank in 5 days โ€“ as you can see from the e-mails below, that wasnโ€™t ever done. You will see I sent e-mails, without a courtesy of a response, on 12/19/13, 12/22/13, 12/23/13 and 12/28/13. I called Orbitz on 12/31/13, waited 17 minutes to speak with someone and call was disconnected. I called back, held 20 minutes to speak with someone, asked for a supervisor and spoke to him for 20 minutes. His employee id # was 60404. I was obviously upset and maybe a little abrupt but as a customer service professional, after I explained all that I described above, there was no reason for him to be condescending to me on the phone. He called my bank and they advised the credit would go on the new credit card. Since then, the credit has appeared on the new account. Before I hung up with your employee I asked for him to provide me with a credit to my Orbitz account as well due to the more than 3 hours I spent with phone calls and e-mails to Orbitz to have Orbitz do what they promised to do. I asked for a $100 credit due to the fact that I make $38 an hour for my job and due to Orbitzโ€™s lack of customer service, I had to spend 3 hours of my own time. He offered my $20 because he said I was only on the phone with him for 20 minutes. I became very irate because he obviously did not listen to me when I provided him a summary of the time I had to spend PRIOR to speaking to him. I ended up hanging up on him because I was so upset. At this time I am contacting Orbitz corporate office to request a $100 credit to my Orbitz account. This is a reasonable request based on the hours I had to spend attempting contact with Orbitz because Orbitz failed to respond on numerous occasions and had ridiculously long hold times. My organization uses Orbitz for Business for our corporate travel. If the Orbitz corporate office does not resolve this issue in an amicable way, I intend on advising my vendor management department of what occurred with me personally so that they are aware of the lack of customer service. They may want to utilize an alternate online travel provider because they donโ€™t want our employeeโ€™s having this type of difficulty to resolve an issue. Thank you for your time and consideration to this matter. I hope to hear from you soon. You may contact me via US mail or e-mail: Alyna Harrall5225 Santa Anita DriveSparks NV 89436E-MAIL: usinreno@***.com

E-MAILS BETWEEN MYSELF AND ORBTIZ: From: Harrall To: Customer Relations - Orbitz Cc: Harrall Sent: Saturday, December 28, 2013 1:20 PMSubject: Re: Refund request - Orbitz record locator: PBORB775937**** [Incident: 131207-****29]It's now been 17 days since I was told I would have my refund in 5 days. It's been 5 days since I sent my e-mail below and Orbitz has not given me a courtesy of a response. I will be reporting this issue to the BBB if I do not hear from you and will also report it to the Federal Trade Commission.

From: Harrall To: Customer Relations - Orbitz Cc: "xxxxx@***.com" Sent: Monday, December 23, 2013 2:29 PMSubject: Re: Refund request - Orbitz record locator: PBORB775937**** [Incident: 131207-****29]I replied to this yesterday, indicated you could call between 11a.m. and 1p.m. PST and still nobody called. I am due a refund and have spent 2 hours on the phone and at least 30 minutes with e-mails to Orbitz. I want this immediately escalated to a supervisor and would like to also be compensated for my time due to Orbitz's lack of customer service. I make $38 per hour, please add $95 credit to my Orbitz account IN ADDITION to my refund. Nobody should have to spend this much time obtaining a refund. Orbitz originally promised to issue a check because the credit card used is no longer valid, Orbitz did not do what they promised and I have had to send 4 e-mails plus this e-mail as well as spend the 2 hours on the phone as noted above. My company uses Orbitz for their business travel, if this is the customer service that Orbitz provides, I believe I will advise my vendor management department to discontinue using Orbitz for Business for the thousands of employee's in our company.

Since I was originally promised a check, I would like a check immediately issued and a credit added to my Orbitz account for $95 for the time I have spent. I will gladly provide my paycheck stub to reflect that $38 is my hourly rate. Check can be sent to: 5225 Santa Anita Drive Sparks NV 89436

Thanks.

From: Customer Relations - Orbitz To: xxxxx@***.com Sent: Sunday, December 22, 2013 5:38 PMSubject: Refund request - Orbitz record locator: PBORB775937**** [Incident: 131207-****29]

Response By Email (Emwella Christine) (12/22/2013 07:38 PM)Hi,

Can I have your best call back number and the best time to call you? I need you to be on the phone with me as I speak with your bank.

Thank you.

Sincerely,

AnneCustomer By CSS Email () (12/22/2013 07:05 PM)It's not been 12 days, where's my refund? I would appreciate a courtesy of response. I spent nearly 2 hours on the phone and have sent numerous e-mails regarding this issue. Orbitz has given me horrible customer service. If Orbitz does not respond within 48 hours, I will then seek recourse through the Better Business Bureau and the Federal Trade Commission. From: Harrall To: Customer Relations - Orbitz Cc: Home Sent: Thursday, December 19, 2013 10:05 PMSubject: Re: Refund request - Orbitz record locator: PBORB775937**** [Incident: 131207-****29]Its now been 9 days, where's my refund?Sent from Yahoo Mail on Android

From: Customer Relations - Orbitz ; To: ; Subject: Refund request - Orbitz record locator: PBORB775937**** [Incident: 131207-****29] Sent: Wed, Dec 11, 2013 12:31:11 AM

Customer By CSS Email () (12/20/2013 12:11 AM)Its now been 9 days, where's my refund?Sent from Yahoo Mail on Android

From: Customer Relations - Orbitz ; To: xxxxxo@***.com>; Subject: Refund request - Orbitz record locator: PBORB775937**** [Incident: 131207-****29] Sent: Wed, Dec 11, 2013 12:31:11 AM

Response By Email (Emwella Christine) (12/10/2013 06:31 PM)I will monitor on your refund on my end. The refund processing usually takes 5 days. So, we will call your bank after 5 days from today.Rest assured that you will get your money back.

Sincerely,AnneCustomer By CSS Email () (12/10/2013 06:05 PM)How am I supposed to know when its processed back to the card with the card is no longer valid? I spent 2 hours on the phone with Orbitz the other night just for this and a check was supposed to be issued.Sent from Yahoo Mail on Android

From: Customer Relations - Orbitz ; To: ; Subject: Refund request - Orbitz record locator: PBORB775937**** [Incident: 131207-****29] Sent: Tue, Dec 10, 2013 11:53:22 PM

Response By Email (Emwella Christine) (12/10/2013 05:53 PM)Unfortunately, we are not able to refund through check however once the refund is processed to the card that is no longer valid, I can help you by contacting your bank on your behalf and I can ask them to transfer the credit to your new card.Customer By CSS Email () (12/10/2013 05:41 PM)When I spoke to you it was agreed that the refund would be sent by check because the credit card is no longer valid. I am confused and upset as to why you still credited it back to a credit card that is not valid. I specifically requested a refund by check please advise why this has changedSent from Yahoo Mail on Android

From: Customer Relations - Orbitz ; To: ; Subject: Refund request - Orbitz record locator: PBORB775937**** [Incident: 131207-****29] Sent: Tue, Dec 10, 2013 11:10:31 PM

Response By Email (Emwella Christine) (12/10/2013 05:10 PM)Hi Alyna,

This is regarding your refund request on your hotel reservation in Airport Inn Hotel. Please be advised that the refund in the amount of $75.95 has been processed back to the same credit card. This will post to your account within 5 days. We appreciate your business and we look forward to serving you again in the future with your travel planning needs. Sincerely,AnneCustomer Service SupervisorCustomer By CSS Email () (12/09/2013 09:32 AM)The attached copy of the Better Business Bureau complaint shows that the hotel agreed to refunding 50% of the cost of the hotel stay and refund to be requested through Orbitz. From: Customer Relations - Orbitz To: usinreno@***.comSent: Sunday, December 8, 2013 7:43 PMSubject: Refund request - Orbitz record locator: PBORB775937**** [Incident: 131207-****29]

Response By Email (Emwella Christine) (12/08/2013 09:43 PM)Thank you for the information. I will provide further update once I get confirmation from the hotel.

Sincerely,Anne

Customer By CSS Email () (12/08/2013 09:40 PM)Address is:5225 Santa Anita Drive Sparks NV 89436Sent from Yahoo Mail on Android

Response By Email (Emwella Christine) (12/08/2013 09:22 PM)Hi,

This is regarding your refund request on your hotel reservation in Salt Lake City.

I would like to ask for your delivery address where we can send the check.

Please reply to this email or call us at 888-656-****.

Sincerely,AnneCustomer Service Supervisorhttp://www.orbitz.com/Customer By CSS Email () (12/06/2013 04:01 PM)This is my third time sending this to Orbitz and I would like a courtesy of response. From: Harrall To: "customerrelations@***.com" Cc: Harrall Sent: Tuesday, December 3, 2013 7:13 AMSubject: Fw: Refund requestI sent this on 11/25/13 and have not heard back. Please advise. ----- Forwarded Message ----- From: Harrall To: "customerrelations@***.com" Cc: "xxxxx@***.com" Sent: Monday, November 25, 2013 9:43 AMSubject: Refund requestSee attached BBB complaint with hotel response to request refund for 50% of cost of stay through Orbitz. The credit card used is no longer valid thus a refund will need to be made via check:

Question Reference # 131207-****29โ€ข Date Created: 12/06/2013 04:01 PMโ€ข Date Last Updated: 12/08/2013 09:43 PM

Response By Email (Emwella Christine) (12/08/2013 09:43 PM)Thank you for the information. I will provide further update once I get confirmation from the hotel.

Sincerely,Anne

Customer By CSS Email () (12/08/2013 09:40 PM)Address is:5225 Santa Anita Drive Sparks NV 89436Sent from Yahoo Mail on Android

From: Customer Relations - Orbitz ; To: ; Subject: Refund request - Orbitz record locator: PBORB775937**** [Incident: 131207-****29] Sent: Mon, Dec 9, 2013 3:22:32 AM

Response By Email (Emwella Christine) (12/08/2013 09:22 PM)Hi,

This is regarding your refund request on your hotel reservation in Salt Lake City.

I would like to ask for your delivery address where we can send the check.

Please reply to this email or call us at 888-656-****.

Sincerely,AnneCustomer Service Supervisorwww.orbitz.comCustomer By CSS Email () (12/06/2013 04:01 PM)This is my third time sending this to Orbitz and I would like a courtesy of response. From: Harrall To: "customerrelations@***.com" Cc: Harrall Sent: Tuesday, December 3, 2013 7:13 AMSubject: Fw: Refund requestI sent this on 11/25/13 and have not heard back. Please advise. ----- Forwarded Message ----- From: Harrall To: "customerrelations@***.com" Cc: "xxxxx@***.com" Sent: Monday, November 25, 2013 9:43 AMSubject: Refund requestSee attached BBB complaint with hotel response to request refund for 50% of cost of stay through Orbitz. The credit card used is no longer valid thus a refund will need to be made via check:

Question Reference # 131207-****29โ€ข Date Created: 12/06/2013 04:01 PMโ€ข Date Last Updated: 12/22/2013 07:38 PM

[---001:006400:20881---]

Monetary Loss: $150.

Location: Reno, Nevada

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