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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/12/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On March 4th I booked a trip through Orbitz to surprise my wife with a vacation to ******. When I told my wife about the trip, she told me she had a conflict and to cancel immediately. I cancelled the trip within less than one hour of booking (booked the trip at 6:15pm and cancelled by 7:05pm) on March 4th. I was able to get a partial refund in the amount of $1083.30 for the flights but Orbitz has been requiring me to pay for the trip for the last 6 months at $191.33/month through my Affirm financing loan. I find this to be outrageous!!! I understand businesses have cancellation terms, but I cancelled within less than an hour and now you're charging me for a trip I never went on. At the very least this money should be credited towards a future trip or something. I find this to be highway robbery and if I don't get my money return and the remainder of the loan dismissed, I will take this claim to small claims court because it's completely unreasonable! I am requesting a full refund!
Business response
09/21/2024
September 22, 2024
Better Business Bureau
Chicago & N. Illinois
Complaint Department
RE: Orbitz Case # SF- 03481192
Dear Better Business Bureau,
Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.
Orbitz is responding to the consumer complaint from Mr. ****** ****** (BBB case number ********) regarding the package reservation.
We understand Mr. ****** is seeking refund of the hotel reservation for Barcel *************** - All Inclusive booked under itinerary 72774740369657.
Upon receiving this complaint, we contacted Barcel *************** - All Inclusive on behalf of Mr. ****** for the refund and got the information that the hotel will abide by their policy which states room was booked under a non-refundable policy. Regrettably, we are unable to accommodate his request for a refund.
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.
Regards,
**** ***
Global Traveler Resolutions Team
OrbitzCustomer response
09/23/2024
Complaint: 22276976
I am rejecting this response because it is unsatisfactory: a customer should be able to get some kind of refund back within ********** a reservation under less than one hour. I have contacted ******** Hotel myself as well and they said they would be willing to offer the amount paid for the reservation $1548.39 as a resort credit but the request needs to come from Orbittz. At the end of the day, it's bad business to take a customer's money like that and offer nothing in return, not even the hotel is that corrupt. Please work with the hotel to get the resort credit set up so that my wife and I can utilize those funds at the property.
Sincerely,
****** ******Business response
09/25/2024
September 25, 2024
Better Business Bureau
******* & N. Illinois
Complaint Department
RE: Orbitz Case # SF- 03481192
Dear Better Business Bureau,
Thank you for forwarding the consumer rebuttal from Mr. ****** ****** (BBB case number ********) regarding. We regret to hear Mr. ****** did not accept our resolution offered.
Orbitz is responding to the consumer complaint from the package reservation.
Upon receiving this rebuttal, we contacted Barcel Puerto Vallarta - All Inclusive again on behalf of Mr. ****** to request resort credits and got the information that the hotel will abide by their policy which states room was booked under a non-refundable and non-changeable policy and they never promised any resort credits. Regrettably, we are unfortunately unable to accommodate his request for resort credits
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.
Regards,
**** ***
Global Traveler Resolutions Team
OrbitzCustomer response
09/26/2024
Complaint: 22276976
I am rejecting this response because: my wife and I have been in communication with the hotel at ******* in *************** and they keep saying that any refunds or credits need to be negotiated directly through Orbitz and that they would be open to issuing a resort credit if they had the option to do so. See comment response below from the hotel regarding my Wife's poor review of the hotel in an attempt to get a response. Orbitz has not provided any proof that the hotel would not be willing to provide a resort credit, and I believe Orbitz is unwilling to try to find a resolution that is fair and reasonable for all parties involved. The reservation was cancelled within less than one hour from making the reservation and the fact that Orbitz is unwilling to make an exception to the policy is predatory and unreasonable. There should be something we can do?! We spent over $1500 and received NOTHING in return. If we can't come to a resolution, we will be taking this case to small claims court as the hotel states we would be able to get a credit if Orbitz was willing to issue it. See attached message from the hotel on the ****** Review.Sincerely,
****** ******
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