Complaints

This profile includes complaints for Orbitz.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Orbitz.com

  1111 Expedia Group Way W Seattle, WA 98119

  
• 

  Orbitz (Headquarters)

  5455 N Federal Hwy STE O Boca Raton, FL 33487

• 

  Orbitz

  500 W Madison St STE 1000 Chicago, IL 60661

• 

  Orbitz

  200 S Wacker Dr Suite 1900 Chicago, IL 60606

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/30/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction: 6/26/25 I booked a round-trip international flight through Orbitz.com with ************** (JAL), which included a codeshare return segment operated by ***************. *************** canceled one leg of my return flight. Orbitz, as the booking agent, failed to secure me a comparable replacement itinerary. The only option they offered, via JAL, was a reroute that returned me to a different airport nearly 3 hours away from my original destination. I informed Orbitz that this option was not acceptable due to the significant inconvenience and cost.Orbitz.com refused to assist further, nor offer rebooking on nearby dates, citing internal company costs policies (excessive). I have spent many hours and calls with them. Throughout the entire time, Orbitz have been very dismissive and pointing to *** for accountability. They took no obligation to support me, as their Customer and insist that I accept the unreasonable flight reroute or accept a refund, despite the fact that prices has nearly doubled since I had last purchased my ticket with them. At my best effort, Orbitz agrees to $400 credit. However, that is only a 1/3 of the additional cost for a new ticket of a comparable flight.I am requesting compensation in the form of additional funds or travel credit to help offset the cost of purchasing a replacement flight due to this disruption. Orbitz.com, the travel agency that had sold me the flight ticket failed to support me when the itinerary was made unusable through no fault of my own.Their lack of assistance violates the basic expectations of customer support, especially when a paid itinerary becomes unviable due to airline changes. I am seeking resolution in the form of partial reimbursement or travel credit to make up for the financial burden caused by this situation.

  Business Response

  Date: 07/31/2025

  31 July 2025
  
  Better Business Bureau
  ******, ****** & ******************
  Complaints Department
  
  RE: Expedia Case 16119337
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.
  
  Expedia is responding to the consumer complaint from Ms. **** Nguyen's (22795351) regarding the cancellation of the flights confirmed.
  
  Our records indicate that Ms. ****** had confirmed a reservation with ************** departing from *************, ** on 24 Dec 2025 and arriving at *****, ***** on *****, ***** and returning on 05 Jan 2026. We understand that the Ms. ****** is requesting the additional compensation due to schedule change in the flight.
  
  Upon receiving the complaint, we have reviewed the case details, and we understand that the ************* had initiated a schedule change in the flight. Also, reviewing further we found that the airline was unable to provide her with the most preferable option due to which she opted to cancel the reservation with full refund. The refund for the tickets has been processed and it should reflect in the account within 7-10 business days.
  
  It is imperative to note that occasionally, airlines make adjustments to their schedules for various reasons. We understand that these changes might cause inconvenience, consume time, and lack customer-friendliness. Nevertheless, ******************** acts as an intermediary between travelers and service providers like hotels, car rental agencies, and airlines. We operate under the regulations and limitations set by these providers. Expedia lacks control over the frequency or timing of airline-initiated schedule modifications.
  
  In this case, we can see that as a onetime exception our frontline team has issued a refund of 400 USD to the card used to confirm the reservation. Please note that for any future flight reservations, if a schedule change is initiated by the airline, Expedia will not provide any compensation. We kindly advise Ms. ****** to contact the airline directly regarding any compensation requests.
  
  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,
  Rajat
  Global Traveler Resolutions Team

  Customer Answer

  Date: 07/31/2025

   
  Complaint: 23679024
  
  I am rejecting this response because: Orbitz.com position remains disappointing and insufficient given the circumstances. Orbitz continue to claim no control over airline changes, but as the travel agency that sold and has control of my ticket, all communications regarding this ticket must and had to go through them, Orbitz do bear responsibility in assisting their customer when things go wrong, especially when the Customer is left without a reasonable alternative.

  I was left with no comparable rebooking. I am now forced to pay nearly three times more out-of-pocket to secure a replacement flight.

  Orbitz's offer of $400 is appreciated, but it represents only a third of my actual financial loss. I find it unacceptable that they are presenting this a generous, special "one-time" deal. This is not generous nor special, it is a partial and inadequate remedy for service and support failure for their Customer.

  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:07/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/14/25 I received several emails from Royal Carribean canceling things I had booked for my upcoming cruise on Symphony of the Seas on 10/5-10/12/25. Confused I looked through my emails to see if I'd missed the payment deadline. When I couldn't find anything I contacted Orbitz.com via phone. They notified me my final payment was due on 7/7/25 and since it wasn't paid and I had chosen a non-refundable deposit that the cruise was canceled and I would receive no reimbursement through them. I asked at that time why I was given no heads up the payment was due and they said they emailed me on 6/24/25 with a reminder. I received nothing more than promotional emails through them since 3/26/25, and informed them of such.I ended up rebooking this same cruise with them on 7/21/25 but still have yet to receive any physical verification of any kind proving I have given them a full payment $3,014.44. At this point I have called them about this 7x over the course of 3 days. Every day I am told it could take another day for notification. I have provided a 2nd email to them at this time over 36hrs ago and still no notification from them at all, other than promotional emails.I am 100% sure if I had received notification on the upcoming cruise payment deadline that bill would have been paid. I feel I am owed back the non-refundable deposit on the previously booked cruise, as well as **************************** on this currently booked cruise. Their lack of communication is negligent and at this point I feel scammed.I am also still unable access the *** app to rebook excursions and book on board activities, all of which are likely to be sold out soon, if not already. They claim this isn't related to something on their end, but as my travel agent they are supposed to be working to fix this problem for me too & they aren't. More negligence. I am familiar with travel & cruising and have never run into such ambiguity, poor service or negligence.

  Business Response

  Date: 07/29/2025

  July 30, 2025

  Better Business Bureau
  ******, ****** & ******************
  

  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 ********* *****, (BBB case number ********) regarding the email confirmation and refund complaint.
  
  Our records indicate/reflect that the customer has made a booking with Royal Caribbean Cruise Line sailing on October 5, 2025, to October 12, 2025. We understand that ********* ***** is complaining about not receiving an email confirmation after making a new reservation (35RWJG9) and about not receiving a refund for her cancelled reservation with booking number YEETE13.
  
  Guest booked a reservation under the Royal Caribbean Symphony of the Seas Balcony Stateroom Guarantee (XB) for a guaranteed cabin amounting to $3,493.44 USD for four guests.
  
  On July 21, 2025, the customer ********* ***** called us because she still hasn't received the email confirmation of her newly rebooked reservation. The customer contacted again on July 22, 2025, to asked about the email confirmation of her reservation and to inquire on *** shows onboard. The agent advised the customer that she has the option to pre-book the shows through the website, but the customer said she preferred the app because the website does not work to pre-book shows onboard. The agent called *** and the *** advised her that there was an error on their system and advised to try to revisit the *** website by tomorrow. The customer became frustrated because they might experience the same problem if they didn't receive an email confirmation, which resulted in their previous reservation being cancelled due to nonpayment. The agent provided her with confirmation of her booking using the Cruise Line Tool (CLT) booking confirmation, however, the customer would still like to receive a confirmation email coming from Orbitz. 
  Following the calls she made about the email confirmation problem,the customer sent an email on July 28, 2025, because they still haven't received an email confirmation for their booking from Orbitz.  Since no one has successfully sent her the email confirmation from Orbitz, she is seeking further assistance.
  
  To resolve the issue, the Tier 2 team investigated and contacted the customer to confirm the alternative email of the customer and addressed also the concern regarding the $1000 penalty on her previous reservation that was cancelled due to nonpayment. The T2 team, called *** to check if they can transfer the $1000 to the new reservation, however, since the past reservation was cancelled already within the penalty window and due to the reservation being rebooked 14 days later, the Cruise Line is unable to transfer the $1000 to the new reservation anymore as they strictly adhere to their cancellation policy. The T2 team also advised the customer if they received the email confirmation from Orbitz on their Gmail account, and the customer finally received it. After the team suggested reviewing the email, the customer discovered that the date of birth of ***** *****, the third passenger, was incorrect. The customer has requested that the date be corrected from May *******, to May 24, 2012. 
  
  The Tier 2 team called the CL again to correct the *** because the booking cannot be corrected using ODY as it is already past the final payment date. According to the Cruise Line Agent, the customer will be charged an additional $479.00 because the third passenger cannot participate in the Kid Sale Free Promo of the Cruise Line anymore because they are 13 years old after updating the ***. The Kid Sale Free Promo only allows children 12 years old and below to participate, which is why the third and fourth passengers were given a discount on the reservation. After the T2 team relayed the information to the customer, the customer was frustrated again and asked ******************** to cover the $479.00, as it could have been corrected much earlier had they received the email confirmation early.
  
  Tier 2 found out that one of the sales representatives failed to recap the details of the passengers when creating the new booking. The T2 team compensated for the $479.00 error and made the full payment for the booking. An email invoice with the correct *** of the third passenger was sent by the T2 team after relaying the update to the customer. The customer confirmed that they received the email invoice successfully and reviewed the details of the booking. Resolved.
  
  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, 
  *********
  Corporate Correspondence Team

• Initial Complaint

  Date:07/09/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  please remove the payment I didnt get anything from it. No service or product was provided to me. There was hidden information initially not provided at the time of purchase. The rental company had no rental car available to me. After I had already prepaid with orbitz and I was told this at the counter as I attempted to check in $267.75 was stolen from me.

  Business Response

  Date: 07/16/2025

  16 Jul, 2025
  
  Better Business Bureau
  ******* &N. ********
  Complaint Department
  
  RE: Orbitz Case: 14959215/BBB: ********
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the ***************************************************** us time to address the comments and concerns brought to our attention.
  
  Orbitz is responding to the consumer complaint from Ms. ****** ***** (BBB case number ********) regarding car rental.
  
  Our records indicate that Ms. ****** booked a car rental with Routes from June 22, 2025, to June 29, 2025, from *************. We understand Ms. ****** is requesting a refund.
  
  Upon my investigation, the car rental company did not provide the vehicle to Ms. ******. We reached out to them, and they advised that she was considered a local resident at the time of rental and, as a result, did not meet the eligibility criteria to rent the vehicle and was denied service.
  
  Based on our research, this condition was also mentioned on our website under Rental Policies Local Rental Restrictions, stating that the company does not rent to local residents. We request for a refund;however, the request was declined, and the car rental company has chosen to adhere to their standard policies. For future bookings, we request Ms. ****** to carefully review all terms and conditions before confirming a reservation to avoid any financial loss.
  
  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,
  ***** *****
  Global Traveler Resolutions Team

  Customer Answer

  Date: 07/16/2025

   
  Complaint: 23576933
  
  I am rejecting this response because:
    I am not in the business of giving free money away. If I had known any of this I wouldnt have booked a rental with them. Staff there told me nothing of this and I was sent on my way without a vehicle because staff told me they had no vehicle to rent to me. My biggest mistake was pre-paying. The fact the business doesnt want to give me a refund is diabolical. At the end of the day I didnt get services. 
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:07/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a flight through Orbitz from *** to ****** on *******. ******* changed the flight and we could no longer fly at that time. Orbitz is giving me the runaround on a refundeven after promising said refund was processed. The supervisor/manager insisted he needed the card number to proceed? Any other time its been as simple as reversing charges. Ive spent over 4 hours on the phone and still no resolution. Manager was incredibly rude and condescending. Acted like doing his job was doing me a favor! Two previous attempts I was lied to by workers (I have their names). I have useless confirmation codes and all I want is the money they owe me for the flight that was changed. JetBlue said I was entitled to the refund. Orbitz acts like I am stealing their money, when in actuality it is the opposite.Honestly, they owe me more considering the hours I have wasted trying to resolve this. But Ill be happy being made whole.

  Business Response

  Date: 07/04/2025

  04 July 2025
  
  Better Business Bureau
  ******* & N. Illinoi
  Complaint Department
  
  RE: Orbitz Case # ********
  
  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.
  
  ************************ is responding to the consumer complaint from ******** ******  23553957 regarding the refund of flight reservation with jet blue which met with an Airline schedule change
  
  We are unable to find an account related to ******** for which he is requesting a full refund
  
  Upon further research, we respectfully request ******** to please provide us with the registered phone number, email address and the itinerary number. The requested information will enable us to appropriately address your concerns.
  
  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,
  Sahib S
  Global Traveler Resolutions Team

  Customer Answer

  Date: 07/04/2025

   
  Complaint: 23553957
  
  I am rejecting this response because:

  it does not address the issue at all. It attempts to deflect. They know full well that I exist and that there is a problem I have spoken to three different parties regarding said issue. I do not choose to post my phone number publicly nor give them any information that the public could use to identify me personally. I will attach information regarding these issues that can be forwarded.
  
  Sincerely,
  
  ******** ******

  Customer Answer

  Date: 07/10/2025

  I have tried to find a way to attach the information to my case and for some reason, it is not working for me. I will attach notes from from two different conversations Ive had with employees at orbits.
  
  My telephone number is **********. I am not posting it publicly. You may share it with them for them so they can look up information, but I do not want it posted. The email that was used for this actual transaction is **********************************.
  
  The person who told you they dont have any record is lying. The account is under my name they could have easily done a name search and would have found the information they needed. I have spoken to *******, who said I was entitled to a refund and these employees keep saying they are processing a refund, but they have not yet.
  

  
  

  Business Response

  Date: 07/12/2025

  12 July 2025
  
  Better Business Bureau
  ******* & N. Illinoi
  Complaint Department
  
  RE: Orbitz Case # ********
  
  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.com is responding to the consumer complaint from regarding the refund of flight reservation with jet blue which met with an Airline schedule change.
  
  Thank you for forwarding the consumer rebuttal from ******** Bagley 23553957. We regret to hear ******** did not accept our response resolution offered.
  
  Thankyou for providing the registered email address because of which we were able to We have reviewed the new information ******** provided to further address his concerns. After a detailed investigation on the case we found that because of an error the refund which was processed on 09th June 2025 was unfortunately declined due to an error. Further when ******** made another contact on 03rd July 2025 the refund was sucessfully processed back to **** card ending with 1133. The amount processed will be refunded within 7-10 buisness days of the time. We are sorry for the hassle you have faced but be assure that this time the refund will be processed within the given buisness days of the. We have also shared ********** feedback to our relevant team to avoid such instances in future.
  
  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.
  
  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,
  Sahib S
  Global Traveler Resolutions Team

• Initial Complaint

  Date:07/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally raise an issue regarding my recent booking through Orbitz for a ***************** flight (Booking Confirmation Number: **************).At the time of purchase, the fare was clearly advertised as including free seat selection and a carry-on bag. I have documentation confirming this. However, upon contacting *****************, I was informed that these items are not included in my reservation, and I am now being asked to pay additional fees.When I reached out to Orbitz, I was told there is a discrepancy between Orbitz and Frontier, and that Frontier is insisting the fees must be paid. Orbitzs only proposed solution was for me to pay the fees upfront and then seek reimbursement afterward. I requested written confirmation of this reimbursement policy, but instead, I was placed on hold for nearly 2 hours and 45 minutes, after which the agent claimed that ******* was the only supervisor available and that no further escalation could be made via phone.This is completely unacceptable. I booked this flight based on the terms displayed at the time of purchase. I should not be penalized or forced to front additional costs due to a communication breakdown between Orbitz and its airline partner.I am requesting that Orbitz:Honor the original terms of my booking by working directly with Frontier to apply the included seat selection and carry-on Or, if that cannot be done immediately, provide written confirmation of the full reimbursement process, including the exact amount to be refunded and the timeframe Sincerely,Orbitz Booking Confirmation #: ************** airline confirmation: OCT3KC (*****************)Total $787.92

  Business Response

  Date: 07/03/2025

  July 03, 2025
  
  Better Business Bureau 
  ******* & N. ********
  Complaint Department
  
  RE: Orbitz Case #********
  
  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 ******* ******* (BBB case number ******** ). We understand that Ms. ******* is seeking reimbursement for seat selection and carry-on bags, which were expected to be included with the upcoming itinerary #**************. Were very sorry for the hassle and confusion this has caused.
  
  Upon reviewing Ms. ******** booking details and the confirmation email sent at the time of purchase, we can confirm that the Fare Type is listed as ECONOMY, and under the Included section, it clearly states:
  
  Carry-On Bag
  Changes
  Miles Earned
  Seat Choice
  
  Given this, these services should not have incurred any additional charges. We're sincerely orry for the experience Ms. ******* has faced while attempting to add these items through the airline.
  

  To resolve this, we kindly ask Ms. ******* to proceed with selecting seats in same cabin and adding a carry-on bag for all travelers on the booking. Once this has been completed, Ms. ******* may share the itemized receipts for the charges. We will reimburse these expenses to the original form of payment. Please note that the refund may take 710 business days to reflect once it has been processed.
  
  We appreciate the opportunity to address the issues raised. If you have any further questions or concerns regarding this matter, please feel free to contact us.
  
  Sincerely,
  ******
  Global Travel Resolutions Team

• Initial Complaint

  Date:06/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a rental car service through Orbitz.com portal for my Los Angelos Trip. I was supported to travel from *****, Fl to ***********, ** on 5/31/2025, but the Frontier flight got delayed over 12 hours in *****, ** and it disrupted all my travel plans. I had to cancel my flight, hotel stay, ********* tickets and others and requested refund from them. At the same time, I also requested refund from the rental car company through Orbitz.com because it booked the rental car through Orbitz.com website. When I requested Orbitz.com for refund, they created a ticket# ************** for refund from the rental car company.I have sent a multiple reminders to the Orbitz.com and they could not get my refund back. I never used car rental service at all as I did not travel. I need your help in getting the refund of $244.09. Please see the attached documents for proof (One doc is for flight delay second one is for refund refusal and the third one is Fox car rental confirmation).

  Business Response

  Date: 06/30/2025

  June 30, 2025
  
  Better Business Bureau
  ******* & N.********
  Complaint Department
  Re: Orbitz.com case # ********
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact Orbitz.com regarding an issue from our traveler. We appreciate the Better Business Bureau allowing us to address the comments and concerns that have been brought to our attention.
  
  Orbitz is responding to the consumer complaint from Mr. ********** ******* (BBB case number 23534957)regarding the car rental booking under the said itinerary 73089553132448.
  
  Upon reviewing our records, we have confirmed that Mr. ******* car rental reservation was made through Orbitz for a 3-day period, from May 31 to June 3, 2025.
  
  In response to Mr. ******** refund request for the unused reservation, we contacted ********** Car to advocate on his behalf. However, the rental company declined the request, citing their policy that refunds are not issued once a traveler is marked as a no-show. As Orbitz acts as an intermediary between our customers and suppliers, we are obligated to adhere to the policies set by our partners.
  
  However, we genuinely understand the hassle this situation has caused. In recognition of the challenges Mr. ******* faced and his continued loyalty to Orbitz, we have approved a refund of ****** USD as a one-time exception. The refund has been processed to Mr. ******** card ending in XXXX-7775 and should reflect in his account within 710 business days.
  
  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,
  ****** K
  Global Traveler Resolutions Team  

• Initial Complaint

  Date:06/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Orbitz has canceled our trip home from ****** with no resolution. They instructed us to cancel the flight and find another way home. They also told us that we will receive a refund in 7-10 business days. After 24 hrs they told us that the flight is not canceled and that we will not receive refund, but we have already spent the money on another flight, using their service. Now we were stuck with two flights and they would not give us our money back

  Business Response

  Date: 07/09/2025

  July 10th, 2025
  
  Better Business Bureau 
  ******* & N. ********
  Complaint Department
  
  RE: Expedia Case # ********
  
  Dear Better Business Bureau, 
  
  Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention. Expedia is responding to the consumer complaint from **** ********** (BBB case number ********) regarding refund of flight reservation booked with Air Serbia under itinerary 73033430181047.
  
  Please note that I have thoroughly investigated the reservation. My records indicate that following a schedule change, when **** contacted us, the ticket was reissued according to their preference on June 17th, 2025. Below are the confirmed flight details for your reference:
  
  Sat, 21 June JU 653
  Departing: ****************************** (SJJ) at 3:10 PM
  Arriving: **************************************** (BEG) at 3:55 PM
  Transit Time: 21h 25m
  Sun, 22 June JU 500
  Departing: **************************************** (BEG) at 1:20 PM
  Arriving: ******************************************* (***) at 5:25 PM
  Transit Time: 3h 15m
  Sun, 22 June JU 8549
  Departing: ******************************************* (***) at 8:40 PM
  Arriving: *************** (MCO) at 11:50 PM
  
  Since the alternate itinerary has already been confirmed, any refund request will now be subject to the airlines cancellation policy. On Alens behalf, I have submitted a refund request through the airline's official website. A representative from the airline is expected to reach out to Alen via the registered email address. Please note that the final decision regarding the refund will rest with the airline and is at their discretion.
  
  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.  
  
  Thanks,
  ***** *****
  Global Traveler Resolutions Team

• Initial Complaint

  Date:06/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a rental car via orbitz on 6/21 at ***********. The booking was successful and my credit card was charged immediately. When I arrived at the rental car counter, they refused to accept my insurance of which I had 3, and refused to rent me the car. I asked for a refund and they said I would have to contact Orbitz, at which point I did immediately and they assured me that they would process and look into this immediately. After 4 days they sent a generic email saying they would not be able to refund me without any explanation.

  Business Response

  Date: 06/27/2025

  27 June 2025
  Better Business Bureau 
  
  ******, ****** & ***********************;
  Complaint Department 
  
  RE: Expedia/ Case ID: ********
  
  Dear Better Business Bureau, 
  
  Thank you for forwarding the consumer complaint received from Mr. ******* ***** (BBB case number ********). We understand that Mr. ******* ***** has requested a refund for his car rental reservation under itinerary number **************, as he was unable to utilize the service. We are sorry for the hassle this situation has caused.
  
  We recognize that Mr. ****** experience with the car rental provider, Routes, was disappointing, and we truly empathize with his concerns. Please be assured that we have reviewed the matter thoroughly and shared feedback with the relevant internal teams to identify areas for improvement.
  
  As part of our efforts to assist, we contacted Routes to request an exception and explore the possibility of a full refund. Unfortunately, the vendor informed us that Mr. ***** did not meet the rental requirements at the time of pick-up specifically, he was unable to present a valid credit card and insurance documentation, which led to the denial of service.
  
  Routes also clarified that they are not the Merchant of Record for this transaction and that no charges were processed by them on our behalf. In accordance with their stated policy, prepaid reservations are non-changeable, non-cancelable, and non-refundable.
  
  Given these circumstances, and in adherence to the vendors terms and conditions, we regret that we are unable to process a refund in this case.
  
  We truly value Mr. ***** as a customer and remain committed to supporting him as best we can within policy guidelines. If there is anything further we may assist with, please dont hesitate to let us know.
  
  Sincerely, 
  ****** Buttan 
  Global Traveler Resolutions Team

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23521430
  
  I am rejecting this response because this information is incorrect. I presented multiple credit cards and multiple valid forms of insurance including both insurance through credit cards and private insurance. They refused to accept these insurance because they wanted me to purchase theirs. The idea that I couldn't produce a valid credit card when the entire reservation made minutes before I arrived was on the ******************** I met the criteria for renting a car and they refused me service, they owe me a refund. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:06/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1st problem The original problem that prompted me to contact Orbitz was I was not able to purchase a reservation with my Orbucks Rewards.A case was opened to investigate why? case # ********** 2nd problem.If you compare the Orbucks activity screenshot from the morning of June 11, 2025 @ 8:02 with the Screenshot from the afternoon of June 11, 2025 @ 2:40PM. There is $4,465.54 Orbucks missing that do not show up in the activity screenshot taken on June 11. 2025 @ 3:32PM I spoke with ******* Case #********** 2nd case June 11, 2025 @ 3PM It's been going on to 11 days an no progress or follow up from Orbitz as to who or how they are handling the problem. 3rd case July 17, 2025 @ time 11am ******** # ********** Spoke to Manual

  Business Response

  Date: 06/22/2025

  June 22, 2025 
  
  Better Business Bureau  
  Chicago & N. Illinois 
  Complaint Department 
  
  RE: Orbitz Case # ******** 
  
  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 *** ****** Rivera (BBB case number ********) regarding loyalty points with Orbitz.  
  
  Our records indicate *** ****** ****** has a registered account on ********************. We understand *** ****** Rivera is requesting to reinstate the loyalty point. 
  As our investigation concludes, we would like to inform *** ****** ****** that the Orbitz account registered with the email address *********************** currently holds Orbucks totaling USD *****. Additionally, based on the attachment shared by *** ******, it appears there may be another account registered under a different email address. We kindly request *** ****** to verify any other Orbitz accounts that he may have using with alternate email addresses to ensure that all available loyalty points are accessed appropriately. 
  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, 
  Devraj 
  Global Traveler Resolutions Team  

• Initial Complaint

  Date:06/16/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booked Air Travel on 1/29/25 Orbitz #**************, Aer Lingus 28DZNB for 3 people 4/10/25 called Orbitz to Cancel Flight as where we traveling there was too much unrest and being seniors we were very fearful. Was told I had to contact Aer Lingus direct. Requested voucher CASE #******** 6/7/25 Aer Lingus said booking did qualify for refund and to contact Orbit to cancel NIGHTMARE AND STRESS STARTS Several telephone call to both Orbit and Aer Lingus Aer Lingus said Orbit had to contact them with authorization and Orbit said they are not allowed to contact Aer Lingus I'm going around in circles and not able to get the refund that is approved. PLEASE HELP WITH THIS SITUATION AS WE ARE SENIOR CITIZENS AND GETTING A TOTAL RUN AROUND Appreciate and help can you give me

  Business Response

  Date: 07/17/2025

  17 July 2025
  
  Better Business Bureau
  ******* & N. ********
  Complaint Department
  
  RE: Orbitz Case # ********
  
  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 Ms. ******** **** (BBB case number ********) regarding Aer Lingus flight.
  
  Our records indicate on 29 JAN 2025 traveler made this reservation traveling from ****** to ****** on 27 Aug 2025 and return on 7 Sep worth *******USD along with insurance worth 380.67USD.
  
  We are sorry for the hassle traveler had faced and we coordinated with the airline and were informed that the reservation has been cancelled. A refund voucher of approximately $2,902.59 has been issued, valid for travel completed within five years from today. The airline also confirmed that the traveler will receive the voucher number at their registered email address within 10 business days. When ready to use the voucher, the traveler will need to contact the airline directly.
  
  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,
  ******* ******
  Global Traveler Resolutions Team
  

  Customer Answer

  Date: 07/18/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ****