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:09/15/2025

  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.

  On 8/31/25 I had a flight scheduled from *** to ***. When I arrived at the airport to check my bag a woman said have to check my bag and suggested that I contact *****************. I contacted AA and explained to her that the bag was in limits and I did not want to check it because my heart medication along with my work laptop were inside so she made an accommodation to allow me to take it on the flight. When I got to the gate and as it began boarding, an ***************** representative pulled me out of line and told me the bag would need to be checked, free of charge. I told her my mediciation and my work laptop were inside the carry on bag and she instructed me to remove the items, which I did. However, as soon as I was finished retrieving my items and was walking on to the ramp to get on the plane, one of the stewardess literally shut the door in my face and told me that it was too late to get on the plane. As you can imagine I was extremely, hurt, upset, confused and distraught. I dont understand why they would instruct me to remove my items, only to shut the door in my face as I was trying to get on the plane. I have never felt so disrespected and disregarded in my life! And to make matters worse, the plane was delayed in the take off so there is zero excuse to justify what they did to me. On top of that, they refused to rebook my flight and walked away telling me they dont care about my situation. I had to call AA to get my flight rebooked. As I explained earlier, I have a heart condition which makes my heart rate dangerously high.. I cant begin to explain the horror I felt when my heartrates was way beyond a dangerous level because of what they did to me (you can hear the AA agent trying to calm me down and remind me to breathe)

  Business Response

  Date: 09/16/2025

  16 Sep 2025
  
  Better Business Bureau
  ******* & N. ********
  Complaint Department
  
  RE: Expedia 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 an American airline booking.
  
  Our records show that Heba booked a package through Orbitz for travel between August 31 and October 5, which included flights, car rental, and insurance. We understand that Heba is requesting a refund for the ***************** flight.
  
  Upon review, we found that the flight booking included two one-way fares with different airlines. For August 31, Heba was scheduled to fly with ***************** from ************ to *****. Since the ticket was under airline control, we contacted ***************** for clarification.
  
  The airline informed us that Heba was denied boarding due to a baggage issue. However, on the same day, ***************** issued a voucher for the same amount, which Heba used for travel on the same route. As a result, ***************** has declined the refund request. Given the instance, Expedia is unable to process any refund at this moment.
  
  We would appreciate it if Heba could confirm whether they made an alternative booking with ***************** or another airline on that day. If so, kindly share the booking details so we can follow up with the airline accordingly.
  
  Additionally, weve checked that Heba had contacted our team regarding the Dollar car rental and Orbitz rewards, and those concerns have already been 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,
  *******
  Global Traveler Resolutions Team 

  Customer Answer

  Date: 09/16/2025

   
  Complaint: 23888940
  
  I am rejecting this response because: they did rebook me which I mentioned that in the complaint. However, the rebooking is not a resolution. The issue should have never occurred in the first place; there was no reason for them to disrespect me and shut the door in my face. It caused me to be late and miss the day to pick up my car, so I had to pay for a hotel room and an **** and I was unable to see the listings that I had scheduled for the day after my flight. On top of that the issue caused me great harm to my mental and physical health because I have a heart condition and anxiety disorder. If the AA person had told me from the beginning that I had to check my bag I would have done so and avoided all of the issues that were caused by telling me, I could take it on the flight only to stop me at the last moment and completely ruin my trip. I ended up spending hundreds of dollars when all of this would have been avoided if I was not lied to about being able to take my bag on the flight. Can someone please call me so we can discuss this because I don't understand what resolution you are saying was provided. ************. thanks
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:09/08/2025

  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 did not show canceled flight on the day of my flight. Told me to rebook same flight same time same plane at a $700 increase

  Business Response

  Date: 09/12/2025

  September 12, 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 Tin Le (BBB case number ********) regarding a flight booking.  
  
  Our records indicate that the flight booking was made on 30 Jul 2025 for one-way trips with ***************** and ************** amounting to ****** USD under the reference number **************. Since the itinerary consists of two one-way fares so they are subject to their own rules and restrictions.
  
  We reached out to ***************** regarding the refund request for the flight from ******* to *******. Unfortunately, their response was not favorable. As a low-cost carrier, ******** has strict policies that limit our ability to take action on changes or cancellations. In this case, we suggest traveler to contact the airline directly for further assistance.
  
  Additionally, we contacted ************** to verify the status of your flight from ******* to *******. The airlines have confirmed that a full refund of USD 136.96 was processed to **** card ending XXXX-3980 on 5 August 2025 due to a schedule change from their end.
  
  The booking under reference number ************** was made on 05 August 2025 for a similar trip, with a total amount of $244.86. The ************** ticket was utilized, while we were unable to retrieve details for the ***************** segment due to system restrictions. Similarily, we recommend reaching out to ***************** directly for further assistance.
  
  We understand that traveler is seeking a refund for the fare difference related to the booking made under reference number ************** on 06 September. However, please be informed that Expedia serves as a third-party intermediary with travel providers such as airlines and is subject to the rules and restrictions of those providers. Expedia has no control over when, or how often, airline-initiated schedule changes occur.
  
  Hence, we regret to inform but won't be able to offer any refund or compensation further in this matter.
  
  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: 09/12/2025

   
  Complaint: 23857064
  
  I am rejecting this response because:

  
  Orbitz showed my flight was still booked & avilable the day I was fly out from Delta.

   

  Delta canceled from their end that's fine. Orbitz should update and show cancel on their end so this issue don't happen
  
  Sincerely,
  
  Tin Le

• Initial Complaint

  Date:09/06/2025

  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 room through Orbitz at the Chicago collection magnificent mile. When I got to the hotel, I was informed there would be a 140 dollar surcharge amenities fee. I asked why I wasnt informed of this during my booking, and they said it was because it was third party. I have looked through my booking and never does anything say that there is this charge. I payed my 150 for the room and am now stuck paying this.

  Business Response

  Date: 09/07/2025

  07 Sep 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 a hotel booking. We understand ****** is requesting a refund for the extra fees that they had to pay at the hotel.
  
  Upon further research, we are unable to locate an Orbitz account related to ******** complaint. We respectfully request that ****** provide us with the email address used to book the reservation and the itinerary number. The requested information will enable us to appropriately address ******** 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:09/03/2025

  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.

  Orbitz itinerary: ************** I purchased two round trip tickets on the Orbtiz portal on Air India from ************* to *******, ******On June 12th Air India's flight from *********, ***** crashed due to lack of proper maintenance of the aircraft. More than 260 people ******* our booking our Air India flight also departed from ********* in the return journey of our two way tickets. Due to loss of so many human lives, we got scared and there was no way I and my girfriend would fly the same airlines from the same ill-fated airport so soon. Our itinerary originated from *** on June 16th.Just two days after the accident on June 14th in such extraneous circumstances I asked ********* to cancel the reservation for full refund as it is not our fault but we cannot risk our lives. I got the refund minus the cancellation charges. We then had to buy an expensive ticket from ************** as our date of departure was quite close. We paid a lot of money to get another ticket.*********'s lack of proper maintenance of aircrafts led to loss of so many lives. I expect a full refund on humanitarian grounds.I expect Orbitz to waive all cancellation charges ($250 per person) which I consider as totally unfair given the loss of lives in the accident.Orbitz charged me $3,913.54 on May 21st, 2025 for the two round-trip tickets. They refunded me $3413.54 on Jun 14th, 2025. I am asking for $500 to be refunded immediately.

  Business Response

  Date: 09/09/2025

  September 9th, 2025.
  
  Better Business Bureau
  ******* & N. ********
  Complaint Department
  
  RE: Orbirz Case # ********
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact ****** regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention. Orbirz is responding to the consumer complaint from ****** ***** (BBB case number ********) regarding refund request of cancelation fee of flight reservation booked with Air India under itinerary 73114557195233.
  
  I coordinated with the airline to request a refund, considering the circumstances of the recent Air India crash. However, the airline denied the request, stating that refunds can only be processed according to the cancellation policy that was in place at the time of booking. I **** ****** understands that, as a third-party platform, Orbitz must follow the policy attached to his booking. Unfortunately, we are unable to accommodate his refund request beyond what the airlines rules allow.
  
  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:08/31/2025

  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.

  We booked the Riu ALL INCLUSIVE in ***** ***. Orbitz has it listed as all inclusive which means everything should be included. All-inclusive resorts combine lodging, food, drinks, entertainment, and activities into a single price. However it was falsely advertised. It isnt all inclusive as most restaurants on site were closed or closed super early. The hotel is also advertised with multiple amenities by Orbitz and amenities like the pool table were regularly shut down. Our shower had standing water in it and our drinks were all flat and not carbonated right. Orbitz falsely advertised this hotel and we deserve a refund! The pictures Orbitz has listed with this hotel are heavily edited and fake. There is no server near the pools with drinks either.

  Business Response

  Date: 09/05/2025

  September 05, 2025
  
  Better Business Bureau
  ******* & N. ********
  Complaint Department
  
  Orbitz Case Reference - 17928604
  
   Dear Better Business Bureau,
  
  Thank you for contacting Orbitz regarding the concerns raised by our customer. We appreciate the ********************************************* for providing us the opportunity to address this matter.

  Orbitz is responding to the consumer complaint submitted by Ms. ********* ******* (BBB case number ********) regarding a refund request for her stay at **************************** All Inclusive.

  Our records indicate that on June 27, 2025, Ms. ******* booked a package reservation under itinerary number **************, which included travel from *******, **, ************* to *****, ********************,along with a hotel stay at **************************** All Inclusive.

  We are sorry for the experience Ms. ******* encountered. Upon receiving her complaint, we conducted a thorough investigation and escalated the concerns to the property. According to the property's response, the issues raised were not reported during the stay, and therefore, the property did not have an opportunity to address them in real time. As the stay was completed,the property has declined to offer any additional compensation or refund.

  We also note that our support team previously offered 255 USD worth of Orbucks to Ms. ******** Orbitz account the details can be found here: ************************************************, which she accepted.Unfortunately, we are unable to provide further compensation at this time. We encourage travelers to report any issues during their stay so we can work with the property to resolve them promptly. Additionally, we have shared Ms. ******** feedback with the relevant internal teams to help prevent similar occurrences in the future.

  We appreciate the opportunity to respond to this matter.Should you have any further questions or require additional information, please feel free to contact us.
  
  Sincerely,
  ******* *****
  Global Traveler Resolutions Team

  
  

  Customer Answer

  Date: 09/05/2025

   
  Complaint: 23822924
  
  I am rejecting this response because: it was reported to the hotel staff! Stop falsely advertising to get business. I will submit my complaint with RIU!
  
  Sincerely,
  
  ********* *******

• Initial Complaint

  Date:08/29/2025

  Type:Billing 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 with Orbitz, that would occur on Sept 17-sept 22 with the intent to pay at the time of pickup. My card was charged at the time of booking for the rental and Orbitz has refused to cancel the charge without a $100 cancellation fee, stating company policy for ****, the rental car company. When I have contacted sixt they have been unable to assist, as it was booked through Orbitz. I contacted Orbitz the day after the booking was made. I am asking for the amount charged to be refunded as there are many options on Orbitz, for that same time period, that would not require a charge, for the same price. I have attached a screenshot of a search on Orbitz, for Sixt, for the same timeframe, and a refundable rental. So despite stating their cancellation policy, there is a clear selection where they offer free cancellations, and donnor charge at booking. Confirmation#********** Orbitz itinerary: **************

  Business Response

  Date: 08/29/2025

  29th Aug 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 ********* ******** (BBB case number ********) regarding a car rental booking with Sixt car rental.

  I am sorry to hear how they felt about the whole experience they had with us. I understand that throughout their journey, the experience is what counts, and we take such issues seriously.

  I have contacted the service provider on their behalf to request a full refund, unfortunately, they have denied the request citing adherence to their existing policies i.e., cancellation with a fee. The same information is mentioned on the email confirmation shared with the traveler right after the booking was made.

  Therefore, we wont be able to accommodate their request for a full refund in this matter.

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

  Sincerely,
  Sheetal
  Global Traveler Resolutions Team

  Customer Answer

  Date: 08/29/2025

   
  Complaint: 23814166
  
  I am rejecting this response because:

  It is clearly shown that sixt policies ARE able to cancel without a fee, as shown in one of the screenshots I attached. It is unfair and Orbitz mistake to have the option listed incorrectly.
  
  Sincerely,
  
  ********* ********

• Initial Complaint

  Date:08/29/2025

  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 night stay at the ***************** in *********, **** through Orbitz for June 7, 2025. We arrived at the hotel and checked in and we already were a bit concerned with the appearance of the hotel entrance room/check-in room as it was dirty and not tidy. When we arrived at the room, it hadn't been cleaned up. There were dirty towels in the bathtub, an opened soda pop on the stand by the TV but what was the most alarming was the noxious odor throughout the entire room. It smelled like nothing we had ever smelled. Marijuana? Unknown Drug Smell? Mold? Or a mixture of several odors or drugs? We couldn't stay there as the smell by itself was noxious and was refused our money back. There was no other room. But, I feel we deserve our money back. We couldn't subject our grandchildren or ourselves to the noxious odor and especially because we didn't know what it was. We booked this through Orbitz. The confirmation page states that this purchase is refundable. Booking ID **********

  Business Response

  Date: 08/29/2025

  30 August 2025
  
  Better Business Bureau
  Orbitz - ******* & N. ********
  Complaint Department
  
  RE: Orbitz Case # 17601884
  
  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 the hotel reservation.
  
  Our records indicate that Mr. ***** booked a stay at **************** from June 7, 2025, to June 8, 2025, under Itinerary # **************.
  
  Following our investigation, we promptly contacted the hotel to request approval for a refund. However, the hotel declined, stating that no issues were reported in real-time during the stay.
  
  We advise Mr. ***** to reach out to the hotel staff or Orbitz support immediately in the future if any concerns arise,so that the matter can be shared to the hotel and resolved promptly.
  
  That said, considering the issue faced, and as a one-time exception, we have added ***** Orbucks to Mr. ****** Orbitz account for use on future reservations. For more information about Orbucks rewards,please visit: ************************************************
  
  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

• Initial Complaint

  Date:08/21/2025

  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 booked a flight to **************, ******** from *******, *******. It was supposed to be on 08/21/2024. I had to cancel the flight at the last minute due to getting stranded in *********, ************** with car troubles. Orbitz was unable to refund me for the flight but issued me a flight credit for $378.47. Today, August 21, 2025 I called orbitz customer support to try to book a flight and use the credit. On the website today when signed into my orbitz account, it clearly shows I have a flight credit available with a written expiration date of 08/21/2025. The lady customer service representative I spoke with tried claiming that that credit expired on 08/20/2025 and I was no longer able to use it. Again, it very clearly states on the website the expiration date of 08/21/2025 NOT 08/20/2025. I would like to be issued an orbitz credit of the original flight amount. I should have been able to redeem the credit today but the agent was uncooperative and extremely unhelpful. My original itinerary number is **************

  Business Response

  Date: 08/22/2025

  August 22, 2025

  Better Business Bureau

  Chicago & N.********

  Complaint Department

  Orbitz Case Reference 17265175

  Dear Better Business Bureau,

  Thank you for reaching out to Orbitz regarding a concern raised by one of our customers. We appreciate the ********************************************* for providing us the opportunity to review and respond to the matter.
  

  Orbitz is responding to the consumer complaint submitted by Ms. ***** ***** (BBB case number ********) regarding the use of travel credits.

  Our records show that on August 21, 2024, Ms. ***** booked a flight reservation under itinerary number **************, departing from *******, **, **************
  

  We are sorry for the experience Ms. ***** encountered.Upon reviewing the request, we investigated and confirmed that, as per ticket policy, travel credits are valid for one year from the date of booking.Therefore, the credits should have been used before August 21, 2025. However,after reviewing the support interactions, we found that our team did not clearly communicate this policy to Ms. ************ light of this oversight and as a gesture of goodwill,we have added USD ****** in Orbucks to Ms. ****** Orbitz account as a one-time exception. Details regarding Orbucks usage and terms can be found here: ************************************************

  Additionally, we have shared this feedback with the relevant team to ensure appropriate actions are taken to prevent similar issues in the future.

  We appreciate the opportunity to address this concern.Should you have any further questions or require additional information, please do not hesitate to contact us. 

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

  
  

  Customer Answer

  Date: 08/22/2025

   
  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:08/16/2025

  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 was attempting to obtain a last minute hotel room on August 9th. Everything said August 9th but after I clicked to accept and pay it said the 10th. I immediately called Orbitz and they claimed they couldn't change the date due to the lateness in the day it was evening time, and there were no rooms my size. So I had them see if there was a double nothing was available so they claimed. I told him that it did show that it was refundable that they would have to refund it he refused. I ended up getting a room on the 9th at a different location through ***********. They indicated that it was Orbitz who refused to refund because I had billed through a third party.

  Business Response

  Date: 08/18/2025

  18.August.2025
  
  Better Business Bureau
  
  ******* & N. ********
  
  Complaint Department
  
  RE: Orbitz.com 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 the hotel booking at ************************* & Suites *******-************** by IHG.
  
  After reviewing the booking, we confirm that the reservation was made for check-in on 10 August and check-out on ************************* ******** ***** s booking email confirmation. As a third-party intermediary, we are required to follow the policies set by our hotel partners, which are also referenced in the Terms of Use on Orbitz.com.
  
  We reached out to the hotel to request an exception on behalf of ******** *****; however, the property declined. As a result, we are unable to issue compensation in this instance.
  
  We value the feedback and have documented ******** ***** s experience for internal review to help us improve our services.
  
  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: 08/18/2025

   
  Complaint: 23755587
  
  I am rejecting this response because: I never wanted to book on the 10th, I attempted the 9th, I contacted them seconds after discovering the error and the site showed it could be cancelled and refunded, but only by Orbitz. Orbitz refused, they are lying when they say it is Holiday Inn, when Holiday Inn also contacted Orbitz who again refused. Holiday Inn then assisted me with obtaining a room at a different location so I wouldn't be left sleeping in a car in a dangerous city.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:08/13/2025

  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.

  Orbitz pulled a bait and switch. My partner ****** ******** and I booked a hotel for one price, yet when we received the credit card bill. We were charged a higher amount. I have tried 5 times to resolve this issue with Orbitz. They told me that the computer does not make mistakes. Please. I requested a partial refund ( the difference between what I was to pay and what I was charged.

  Business Response

  Date: 08/13/2025

  14 August 2025
  
  Better Business Bureau
  Orbitz - ******* & N. ********
  Complaint Department
  
  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 the Hotel reservation. We understand that Ms. ****** encountered an issue related to billing of hotel reservation.
  
  Upon further review, we are unable to locate an itinerary number related to Ms. *******  complaint. We request that Ms. ****** provide the email address used for the booking, the full itinerary number, and the last 4 digits of card number associated with the reservation. This information will help us address the concerns effectively.
  
  If you have any further questions or concerns regarding this matter, please feel free to contact us.
  
  Sincerely,
  Dhamandeep S.
  Global Traveler Resolutions Team