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:11/19/2025

  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.

  Orbitz operator cancelled my valid, confirmed, fully paid flight ticket, and is placing the onus on the Flight carrier cancelling the flight, as reason why the Orbitz Confirmation was cancelled. Speaking directly to the Orbitz customer agent to confirm the flight, days later, my flight was "cancelled"Attempting to rectify the problem with Orbitz, Orbitz indicated the flight was cancelled, hence the confirmation was cancelled and a refund will be forthcoming. However, as flight costs rise as the flight date approaches, I don't want the refund, I needed the flight. Nonetheless, Orbitz was adamant and could not help me resolve the problem.

  Business Response

  Date: 11/20/2025

  21 November 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 Mr. ***** ******* (BBB case number ********) regarding a flight reservation. We understand Mr. ***** ******* is requesting reinstate a cancelled flight.
  
  Upon further research, we are unable to locate an Orbitz account related to Mr. ***** ******* complaint. We respectfully request that Mr. ***** ******* provide us with the email address used to book the reservation, and the itinerary number. The requested information will enable us to appropriately address Mr. ***** ******* concerns.
  
  If you have any further questions or concerns regarding this matter, please feel free to contact us.
  
  Sincerely,
  ******* ******
  Global Traveler Resolutions Team

• Initial Complaint

  Date:11/18/2025

  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.

  Orbitz is a scam. They used to offer price match guarantee on ALL flights under all conditions. When you book it even states price match guarantee. However its a scam and they wont price match if the exact same flight drops in price that you already booked. Ive had my flight cancelled or changed multiple times now and they are disorganized, unhelpful and of course wont offer a refund or price match guarantee for any inconvenience.

  Business Response

  Date: 11/19/2025

  19th Nov 2025
  
  Better Business Bureau
  Orbitz - ******* & 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 a price drop.
  
  Upon further review, we were unable to locate an Orbitz account associated with Ms. ******** complaint. We respectfully request that she provide the itinerary number. We currently see two upcoming reservations under different itineraries, so we need clarification on which specific booking Ms. ******* is referring to. This information will allow us to properly address her concerns.
  

  
  If you have any further questions or concerns regarding this matter, please feel free to contact us.

  Sincerely,
  ****** ****
  Global Traveler Resolutions Team

• Initial Complaint

  Date:11/09/2025

  Type:Sales and Advertising 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 posted a fraudulent hotel listing in ****, ******. The night before the check in, the hotel was called and no such reservation existed. We contacted orbitz customer service (we had also purchased "trip protection ") and our trip was canceled by the "owner" for no reason other than us wanting to verify our stay. Orbitz relocated us but we had to pay again. Orbitz told us the "owner" of fraudulent listing would be the one returning our money. They never did. We filed a complaint with Orbitz "trip protection " that we paid extra for and they also did not return our payment totaling 1k. They do not protection their customers and post fraudulent postings on their website.

  Business Response

  Date: 11/15/2025

  November 15,2025 
  
  Better Business Bureau  
  ******* & 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 *********** ******* (BBB case number ********) regarding a hotel reservation.? We understand that *********** Miranda is requesting a refund for a hotel reservation.  
  
  Upon further research, we are unable to locate an Orbitz account related to *********** Miranda complaint. We respectfully request that *********** Miranda provide us with the email address used to book the reservation, and the itinerary number. The requested information will enable us to appropriately address *********** Miranda concerns.  
  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:11/03/2025

  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.

  In August, I made a reservation for beaches. *********************** through orbits. The reservation I wanted to make was for two people, including flights. During the course of making the reservation after I entered my personal information the site asked me for a credit card. I entered my **************** information And the site immediately brought me to check out without adding any information for my wife. I immediately canceled the reservation and got a refund for the trip insurance I had purchased but not for the property. The amount that was not refunded was $3432.72. Period I contacted Orbitz and was told the property did not give refunds. And my mind they had not had possession of my information long enough for them to even contact the property. But thats another story. I have since contacted Orbitz four times trying to get a credit for that amount. Each time they say it back to me within 72 hours and I hear nothing. They say they have sent me an email with information but I checked my email and my spam box and there is nothing from Orbitz. So at this point, I am out $3432.72. I tried one last time this morning speaking to a supervisor at Orbitz to see if I can get a credit for that amount. Again they tell me I will hear from them in 72 hours. But based on the history, I have with them they never contact me. Is there anything the Better Business Bureau can do to try to secure me a credit? Or please warn other consumers to stay away from Orbitz.

  Business Response

  Date: 11/04/2025

  October 4th, 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 ********) regarding refund request of hotel reservation booked with Beaches Turks & Caicos - ALL INCLUSIVE under itinerary 73231149298689.
  
  Please know I have investigated the reservation and my records reflects that, The room type and rate selected at the time of booking was non-refundable. Should they change or cancel this reservation for any reason, their payment will not be refunded. We have tried coordinating with the hotel seeking refund as an exception on their cancelation policy but we were unable to obtain a waiver, I hope ***** understand Orbitz as a third party has to abide by the policy that was purchased at the time of booking. Unfortunately, we are unable to accommodate their refund request.
  
  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  

  Customer Answer

  Date: 11/04/2025

   
  Complaint: 24098661
  
  I am rejecting this response because:  I understand the property does not issue refunds.  What I am seeking is a credit for the amount so that it can be used in the future. I have stated to Orbitz that I am looking for a credit yet they keep trying for a refund that ultimately gets turned down by Beaches.  IT is a credit I am seeking NOT a refund.

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

  Business Response

  Date: 11/11/2025

  October 11, 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 ********) regarding refund request of hotel reservation booked with Beaches Turks & Caicos - ALL INCLUSIVE under itinerary 73231149298689.
  
  We have contacted the property to explore the possibility of an exception for a refund. Unfortunately, the hotel has declined the refund request. However, we are pleased to inform you that they have approved a credit for future travel.

  The hotel has offered the following options:
  
  Reservation Revision (Travel by February 10, 2026):
  
  You may revise your stay without penalty for the land portion, provided travel is completed by February 10, 2026.
  The original rates will be honored for the new travel dates.
  
  If the revised stay is shorter, you will receive a credit for any unused nights.
  
  Credits will be issued after travel is completed.
  Please note that blackout dates may apply.
  
  Postponement Beyond February 10, 2026:
  
  If you choose to postpone travel beyond February 10, 2026, you will receive a credit valid for one year from the original departure date.
  New travel dates will be subject to current rates.

  If you are unsure of your new travel dates, we recommend canceling the booking and hardcoding the funds for future use.
  
  Travel Protection:
  
  If you purchased travel protection, please reach out to the provider directly for coverage details.
  
  Cancellations:
  
  Standard cancellation penalties apply. Refunds are not available.
  
  Voluntary Changes (Outside of Affected Dates):
  
  Changes made outside the eligible travel window will be subject to standard penalties.
  
  Revision Deadline:
  
  All revisions must be completed within 30 days of the original travel date.
  
  We understand this may not be the outcome you were hoping for, and we are sorry for the hassle caused. If you need assistance with revising your reservation or have further questions, please dont hesitate to reach out.
  
  Thanks,
  ****** ******
  Global Traveler Resolutions Team  

• Initial Complaint

  Date:10/31/2025

  Type:Sales and Advertising 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 contacted customer support prior to my reservation date looking to obtain an Orbitz credit to allow me to change my reservation date. The customer service team via ******************** chat an email informed me that the hotel was not answering their phone so they were unable to speak with them about this request. I contacted the property and spoke with the very pleasant manager that informed me no one contacted then as they log all calls and they he only received an email stating Orbitz cancelled the reservation, but he was more than willing to accommodate a switch in dates for an active reservation. I spoke with ******* over the phone and asked for the name of the hotel manager and the date of contact for which they spoke with management to request a change he dates. He said he had no record of orbitz calling the hotel. He then placed me on hold to contact the hotel, only to return and say orbitz contacted the hotel on 10/31 via phone and request for refund was denied. Prior to ******* placing me on hold and calling to now use todays date and the name of the hotel manager he had just spoken with, absolutely no one in customer service with ******************** contacted the hotel. Therefore, the chat and email correspondence noting after multiple attempts were werent able to speak with them because they are not answering the phone is false! Which ultimately means, it is also false that a manager denied the refund because the Orbitz team was not able to speak with anyone prior to me asking them for the name of the manager and the date of contact. This is unacceptable customer service, false information that is being provided to me and poor follow through with orbitz!

  Business Response

  Date: 11/01/2025

  November 01, 2025 
  
  Better Business Bureau 
  ******* & 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 Niejel Barber (BBB case number ********) regarding a hotel booking.  
  
  As per our findings, the booking was made with Hotel Monville on 24 OCT 2025 for one night amounting to ****** USD under the reference number **************. The booking was later canceled on 30 October 2025 via the chat assistance option.
  
  The booking was made under a non-refundable policy, and this information must have been displayed to the traveler during the checkout process, as well as in the confirmation email sent at the time of booking. 
  
  We understand that Ms. ************** looking for a full refund of the booking. As flexibility matters, we attempted to contact the hotel regarding refund waiver but the response was not favorable as they chose to adhere to the standard booking policies. Furthermore, they have declined to reinstate the reservation or make any modifications to the travel dates, citing that the booking was already canceled.
  
  Since Orbitz acts as a third-party intermediary between travelers and providers such as hotels, it is subject to the rules and restrictions set by those providers. Hence, we wont be able to offer any refund or make any modifications for the booking. 
  
  We thank you for allowing us the opportunity to address the issues that have been brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. 
  
  Sincerely, 
  Sadhika 
  Global Traveler Resolutions Team 

• Initial Complaint

  Date:10/30/2025

  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.

  I tried multiple times to change my mothers flight through Orbitz. Their system failed to issue the new ticket, and Orbitz told me to contact ***************. Alaska and **************** both said Orbitz had to fix it. Orbitz never resolved the issue, so I had to buy a new ticket for my mother. Im requesting a refund for the unused ticket.This complaint only concerns my mothers separated ticket and should not affect the other passengers.I would like Orbitz to issue a refund or travel credit for my mothers unused ticket due to Orbitzs system failure and lack of assistance.

  Business Response

  Date: 11/07/2025

  06 November 2025
  
  Better Business Bureau
  Orbitz Chicago & N. ********
  Complaint Department
  
  RE: Orbitz Case # ********
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact ************************ 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. **** ** as per BBB case ******** as she is asking for a refund for her flight.
  
  Our records indicate that Ms. ** had a reservation with us under the itinerary number ************** for round trip flights with ****************. We understand Ms. ** wanted to change the outbound for her mother to an earlier date.
  
  We are sorry to learn that Ms. ** was unable to make changes to the reservation due to error we got while exchanging her mothers ticket.

  
  Please be informed that Expedia has already processed a full refund of $1090.41 for her mothers ticket. The refund was processed on 06 November 2025 to the original form of payment, i.e. **** ending 1459, which will reflect within 7-10 business days.

  
  Additionally, the ticket for the rest of the passengers remain unchanged and are confirmed.

  
  Furthermore, we were unable to cancel the ticket for her mother and have informed the same to the airline. The ticket would remain as it is and will be marked as no show by the airline for her mother which will not affect the travel of the other passengers in any way.
  
  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,
  ********* D
  Global Traveler Resolutions Team

  Customer Answer

  Date: 11/08/2025

   
  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.
  Thank you so much for following up and for helping resolve my case.
  
  Ive confirmed that Orbitz (through Expedia) has processed a full refund of $1,090.41 to my **** ending in 1459 as of November 8, 2025, and the funds have been received.
  
  I really appreciate Expedias cooperation and the BBBs support throughout this process. Everything has been resolved thank you again for your time and assistance!
  
  Sincerely,
  **** **

• Initial Complaint

  Date:10/26/2025

  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.

  On October 23, 2025, make the purchase of 7 tickets for the UNIVERSAL HORROR NIGHT (UNIVERSAL ******* US) through the ORBITZ app of the EXPIDIA group with reference number **************.I never received by email ***************************** the corresponding voucher to be able to access the Universal ******* US tickets, despite having correctly completed the purchase process and received the reservation confirmation.This omission put me in a situation of total impossibility to use the contracted service, which forced me to purchase the tickets again directly at the destination so as not to lose the planned experience.Since this is an inconvenience generated by the lack of sending the voucher by Orbitz, I consider it reasonable to proceed with the total refund of the affected reservation, or to grant an equivalent credit for future purchases.

  Business Response

  Date: 10/29/2025

  29 October 2025
  
  Better Business Bureau
  Orbitz - ******* & N. ********
  Complaint Department
  
  RE: Orbitz Case # 20651603
  
  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 refund of activity.
  
  Our records indicate that Mr. ********** booked an activity at ***************** ** from Oct 23 to Oct 24, 2025, for 7 travelers.,under Itinerary # **************.
  
  We are sorry for the trouble and understand that Mr.*********** experience did not meet expectations. Following our investigation,we promptly contacted the activity provider but were unable to confirm the reported issue. Based on the circumstances, a refund of ****** USD was processed to the **** card ending in 3092 on October 27, 2025. The amount should appear in Mr. *********** 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.
  
  Sincerely,
  Dhamandeep S.
  Global Traveler Resolutions Team

  Customer Answer

  Date: 10/29/2025

   
  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,
  
  ****** ***** **********

• Initial Complaint

  Date:10/13/2025

  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 flight through Orbitz a month ago and then I couldn't find it three days before my flight. I booked another flight and filed my trip insurance for reimbursement for the original flight. I was told by Orbitz that I would have to file a complaint through the airline. I contacted the airline and they said it was an Orbitz problem. I tried to "talk" to customer service but they disabled the comments section so I couldn't communicate. I am out over $300 for a flight that magically showed up after I tried to file a complaint. I just want reimbursed for the money I spent on the flight.

  Business Response

  Date: 10/14/2025

  14 October 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 a flight reservation.
  
  Our records show that Ms. ****** booked a flight reservation with ***************** under itinerary ************** for $284.17 USD, which included trip protection. Ms. ****** has requested a refund, stating that she was unable to locate the booking in her Expedia account.
  
  Upon review, we confirmed that the reservation was made on June 22, 2025, and was booked under a highly restricted fare that does not allow cancellations or changes. The booking confirmation was sent to Ms. ******* registered email address on the same day, and the reservation is visible in her account.
  
  Additionally, we contacted the airline to verify the status of the reservation. They confirmed that Ms. ****** utilized the outbound flight from *********** to ******, and the return flight from ****** to *********** is still active and scheduled for October 14.
  
  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 Resolution Team

• Initial Complaint

  Date:10/13/2025

  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.

  On October 7, 2025, I booked a round-trip flight (*****************) on Orbitz for *************** (Spirit confirmation WGMS6Y, Orbitz itinerary **************). During checkout, I selected and paid for seat assignments and one checked bag for two passengers. The total was $939.96 about $339 above the base fare.When I received the confirmation email from Spirit, it showed no seats or checked bags, meaning the add-on services I paid for through Orbitz were never applied.*************** confirmed in writing that there are no seats or bags added to your reservation and stated that I must contact Orbitz for resolution. However, Orbitz has refused to correct the issue or issue a refund.I am requesting a refund of $339 for the undelivered services or immediate correction of the seat and baggage selections to match what was paid for.Documentation attached: itinerary, payment confirmation, and Spirits message confirming missing add-ons.

  Business Response

  Date: 10/23/2025

  23rd Oct 2025
  
  
  Better Business Bureau
  Orbitz - ******* & 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 itinerary number 72066970826926.
  
  
  Our records indicate that Ms. ******** booked a round-trip flight with ***************, with the outbound flight scheduled for November 22, 2025 (MCOPIT) and the return flight on November 28, 2025 (PITMCO).
  
  
  Upon reviewing the query raised with the BBB, we confirmed that Ms. ******** made her booking through Orbitz for a *************** itinerary. During checkout, she paid a total of $939.96, which included $339 for seat assignments and one checked bag for two passengers. However, *************** confirmation reflected no seats or checked bags, indicating that the add-ons purchased through Orbitz were not applied. Spirit later confirmed in writing that no seats or baggage had been added and advised the traveler to contact Orbitz directly.
  
  
  I am sorry for Ms. ********* experience. As per the Orbitz email confirmation, the seat and baggage fees were paid separately and were not included in the base booking value. Considering the hassle caused, we have issued a refund of $339 to ************************ ending in XXXX-3008. The amount should reflect in her 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.
  
  
  Sincerely,
  ****** ****
  Global Traveler Resolutions Team
  

  Customer Answer

  Date: 10/24/2025

   
  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,
  
  ******* *****-********

• Initial Complaint

  Date:09/29/2025

  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 purchased a seat for my child (under 2) through Orbitz for *********** flights. Orbitz's booking system failed to disclose that children under 2 require car seats to use paid seats. No warnings or notifications appeared during booking. Payment of $810.81 was accepted without disclosing this requirement.Check-in also provided no warnings and issued valid boarding passes with assigned seats, giving reasonable expectation the seat was ********* boarding, staff informed me my child couldn't use his paid seat without a car seat - the first disclosure of this requirement. His seat was reassigned to another passenger and he sat on my lap. No refund offered.ORBITZ'S RESPONSE Despite providing proof of travel (check-in tickets, boarding passes, timestamped airport photo), Orbitz:- Falsely claimed child was "no-show" (he traveled on both flights)- Provided wrong phone number causing runaround - Manager denied refund, offered only $100 tax refund as points vs $810.81 paid - Refused written confirmation of denial Multiple resolution attempts over weeks resulted in denial.ISSUE Orbitz's booking platform accepted payment without disclosing mandatory equipment requirements. Service couldn't be used as purchased due to their inadequate disclosure. This is deceptive business practice - accepting payment for unusable service.Industry standard: booking platforms display car seat requirements before payment. Orbitz failed to meet this standard.RESOLUTION REQUESTED Full refund of $810.81 for seat that couldn't be used due to Orbitz's disclosure failure during booking process.Core issue: Booking platform responsibility for adequate disclosure, not airline policy dispute. When platforms fail to disclose requirements, consumers shouldn't bear financial loss.Documentation available: booking confirmation, check-in tickets, boarding passes, correspondence showing mishandling.

  Business Response

  Date: 10/01/2025

  October 1, 2025

  Better Business Bureau
  ******* & *****************
  Complaint Department

  Orbitz Case Reference: 19227461

  BBB Case Number: 23951033

  
  Dear Better Business Bureau,
  
  Thank you for contacting Orbitz regarding the concerns raised by Mr. ********* *******. We appreciate the opportunity to respond and address the matter.

  
  Mr. ******* submitted a complaint regarding a refund request for his flight booking with ***********. According to our records, the reservation was made on April 5, 2025, under itinerary number **************, for travel from *******, ***** to ******, **, **************

  We are sorry for the hassle Mr. ******* experienced. Upon reviewing the case and coordinating with the airline, we found that the booking was made under an adult profile. As a result, the airline declined to assign a seat for his son, which led to the issue. Considering the circumstances, we have processed a full refund of ****** USD to the original form of payment a **** card ending in 6073. Please note that it may take ********************************************** the account.
  

  Additionally, as a gesture of goodwill and in recognition of the hassle caused, we have credited $100 in Orbucks to Mr. ******* Orbitz Rewards account. Details about Orbitz Rewards can be found at: ************************************************.
  

  We have also taken note of the experience Mr. ******* had with our frontline support team and have escalated the matter to the relevant department to help prevent similar occurrences in the future.
  

  T**** you again for allowing us the opportunity to address this issue. If you have any further questions or require additional information, please feel free to contact us.

  Sincerely,
  ******* *****
  Global Traveler Resolutions Team