Business Profile

Travel Agency

Orbitz.com

Complaints

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

Customer Complaints Summary

420 total complaints in the last 3 years.
109 complaints closed in the last 12 months.

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Submit a Complaint

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:08/12/2025
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 through Orbitz, a little while later, I got a notification that the flight time changed, I had it lined up for a cruise we are taking. Thetime did not affect it, I went to click the view itinerary button right next to the cancel button. I accidentally clicked cancel and it said my flight was canceled. It was an accident so I contacted Orbitz immediately and told them what happened and they stated my flight was not canceled and to rest assured of that, they even sent me a confirmation email saying flight was not canceled and confirmed. Today I realized after looking at my account that they in fact canceled my flight so I reached out to them and they told me therewas nothing they could do. The flight price has gone up about $400 and they would do nothing to honor their mistake. I provided all of the proof of them telling me my flight was not canceled and the confirmation email and they said sorry theres nothing can do about that. This is a terrible company, they should be responsible to pay the price difference that it has cost me because of their mistake.
Business Response
Date: 08/13/2025
August 13, 2025

Better Business Bureau
******* & N. ********
Complaint Department

RE: Expedia Case # ******** // BBB Case ********

Dear Better Business Bureau,

Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the ***************************************************** us time to address the comments and concerns brought to our attention.

Expedia is responding to the consumer complaint from Ms. ***** **** (BBB case number ********) regarding a flight booking.

Our records indicate traveler booked a return flight as a combined one-way fare to ******* from ******* with departure on November 29 and return on December 07, 2025, under the itinerary number **************. We understand that the traveler is looking for a compensation on the price hike from the original booking.

Upon further research we found that the flight booked from ******* to ******* had undergone major change and the booking was cancelled with a full refund. We understand that later Ms. **** requested not to cancel the booking but upon requesting a refund booking gets cancelled automatically. A full refund on the booking from ******* to ******* has already been processed to the original form of payment.

We are truly sorry and understand the hassle this may have ********* the current price for a similar flight is approximately USD ****** compared to the original fare of USD ******, we have reached out to the traveler directly and requested to proceed with booking the flight from ******* to ******* with same inclusions as earlier and we can issue a refund up to USD100 depending upon the difference in the fare.

We truly value Ms. ***** loyalty and hope this isolated incident does not impact her relationship with Orbitz.

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: 08/13/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and if they compensate $100 for the current difference in the new cost of the ticket that is fine. They did not acknowledge that they told me my flight was not cancelled and assured me not to worry, that it was still booked and then they cancelled it anyway after telling me that. As long as they reimburse towards making the new ticket the same price, that is fine.
Sincerely,

***** ****
Initial Complaint
Date:08/11/2025
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.
We were taken off course in a private MTS transportation van in ******, to drop a friend of the drivers off at the hospital. I went on orbitz and live chat begging for help, saying that we're being kidnapped, taken somewhere against out will without being told where, why, or who the other person was. NO HELP was offered. They responded a few minutes later saying they didnt get an immediate response from me and they were closing the chat. NO HELP, NO FOLLOW UP, NOTHING.When I called afterwards, the supervisor told me, it looks like you eventually made it to the airport, and he didnt hurt you... like that's what matters here.DISGUSTING, UNSAFE EXPERIENCE h
Business Response
Date: 08/12/2025
August 12, 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. ******** Taranto (BBB case number 23732308) regarding a reservation.? We understand Mr. ******** Taranto is requesting refund and further investigation of booking.

Upon further research, we are unable to locate an Orbitz account related to Mr. ******** Taranto complaint. We respectfully request that Mr. ******** Taranto 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. ******** Taranto concerns.
If you have any further questions or concerns regarding this matter, please feel free to contact us.

Sincerely,
Devraj
Global Traveler Resolutions Team
Customer Answer
Date: 08/19/2025

The trip is booked in my wife's account, paid by my account

******************** itinerary: 73194880390225

Business Response
Date: 08/23/2025
August 23, 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 Mr. ******** Taranto (BBB case number ********) regarding package reservation.

Our records indicate Mr. ******** ******* booked a package reservation with Ms. ******* ****** account. We understand Mr. ******** Taranto is requesting a partial refund for the package reservation.
As our investigation concludes, we would like to extend our sincere apologies to Mr. ******** ******* for the trouble experienced with the ************************ Please be assured that we take the safety and security of our travelers very seriously. Also, we have initiated a credit of USD 100 to the original form of payment **************** ending in 1002 on 11Aug25. Kindly allow 7 to 10 business days for the refund to reflect on your bank statement, although processing times may vary depending on the financial institution and could take up to one to two billing cycles.
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:08/08/2025
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.
I made a reservation through orbitz.com, but they sent my reservation to Expedia. I will still be referencing Orbitz since that is where I made my reservation. I booked a reservation at one of the hotels in ***************** for August 12th to the 18th. We were going to fly with another family, and they had a different reservation, but due to medical news of their 11-year-old child's diagnosis of a brain tumor, they had to cancel their trip. They received a full refund without insurance from both the hotel and airlines (which I appreciate them for doing).It placed us in a situation that we don't want to be in until August 18th, and I wanted to modify the dates to make the stay shorter so we could return to support the family. I thought I could do this with the robot chat, but I couldn't. The robot chat was asking me to pay an additional $200 for two days shorter, and instead of modifying the dates, my reservation got canceled. The robot chat spammed multiple long messages, and because of that, the information about no refund was missed. If I knew there was no refund, then I would not have canceled it. Even if I didn't show up, I would have let the room reserved be empty. I asked the company to reinstate my cancellation because that was not my intent. I am traveling with four kids with no place to stay now.I disagree with the company about this situation because if there is no refund, then you shouldn't offer the customers to cancel. What you are doing is double-dipping because the agent offered me my room, but I had to pay again. That is ridiculous. I booked the room, I paid for it, and now you are offering it to me again? I am pretty sure that is illegal. I have also submitted a dispute with my credit card and will never book through Orbitz or Expedia ever again. I just want the dates I booked so we have somewhere to stay on the August 12th.
Business Response
Date: 08/11/2025
August 11, 2025

Better Business Bureau
Orbitz Chicago & N. ********
Complaint Department

RE: Orbitz Ref:- SF-********

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.

Expedia are responding to the consumer complaint from ************************* (BBB case number ********) a hotel refund.

After our investigation, we found that on July 29, 2025, Mr. ************ booked a 6-night stay under itinerary ************** at **************, with check-in scheduled for August 12, 2025.

On August 5, 2025, Mr. ************ canceled the booking via our virtual chat. During the process, the system clearly prompted that the reservation was non-refundable and that changes or refunds were not permitted. Despite this notification, Mr. ************ proceeded with the cancellation, and the virtual agent processed it accordingly, sending him a confirmation email.

However, as a gesture of goodwill and in light of his request, we contacted the hotel to explore the possibility of a refund or a booking modification. The hotel declined both, choosing to adhere to the original booking policy.

We understand that this outcome is not what Mr. ************ was hoping for. However, as Expedia operates as a third-party intermediary between travelers and service providers such as hotels and airlines, we are bound by the terms and conditions set by those providers.

We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any questions or concerns regarding this matter, please feel free to contact us and write us to same email chain.

Regards,
******** ******* ****
Global Traveler Resolutions Team
Customer Answer
Date: 08/11/2025

Complaint: 23722270

I am rejecting this response because:

Sincerely,

******** Pshenichnykh
Customer Answer
Date: 08/21/2025
I didn't know how to type rejection reason. The rejection reason is the robot chat didn't provide clear explanation of no refund. The robot chat provided multiple large text messages and the most important one was the first message which was not visible in the chat because it got spammed by other messages. This is technical problem of the company. After all the messages it just asked would you like to continue with cancelation? When it should have said would you like to continue with non refundable cancelation?

I hope my reasoning makes sense to you. It makes no sense for me to cancel nok refundable reservation. I could have just not show up and let the room be empty.

Thank you for your understanding.
Initial Complaint
Date:08/02/2025
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.
We booked a rental van through Orbitz (Expedia Group) nearly a month in advance at a confirmed rate of $1,161.00. On the day of travel, my wifethe named driverher wallet was stolen including the drivers license. We immediately contacted ******************** to change the driver name to mine. Throughout the day, Orbitz agents repeatedly assured us they had sent a request to the rental car company and told us to wait. We called back multiple times, receiving the same response. Finally, just one hour before the rental location closed, Orbitz informed us that this information was incorrect and they could not process the change. When we requested escalation, we were put on hold, disconnected once, and hung up on three times when asking for a supervisor. One agent suggested we cancel and rebookbut warned that we would lose the original rate we secured a month earlier. As a result of Orbitzs misinformation and delays, we were forced to secure another van last-minute for $2,355.00, which is more than double the original price. This situation was entirely preventable had Orbitz acted correctly and promptly. Resolution Requested: Full refund of the original Orbitz booking: $1,161.00 Reimbursement of the additional expense incurred due to Orbitzs failure: New rental cost: $2,355.00 Less original payment: $1,161.00 Additional refund requested: $1,194.00 Total compensation requested: $2,355.00 Please pull the calls for your **** for verification Orbitz Itinerary #************** Confirmation number ********** ************************
Business Response
Date: 08/04/2025
August 04, 2025

Better Business Bureau
Orbitz - ******* & N. Illinois
Complaint Department

RE: Orbitz Case # SF- 16314730

Dear Better Business Bureau,
Thank you for forwarding the consumer rebuttal from Ms. ****** ******** (BBB case number 23618167). We regret to hear Ms. ******** did not accept our response and/or the resolution offered.

Upon investigation, we found that on July 1, 2025, Ms. ******** booked a car rental service with Sixt through Orbitz, along with a Collision Damage Plan, for a 16-day rental beginning July 17, 2025.

On July 17, 2025, Ms. ******** contacted our frontline support team requesting a name change on the Sixt rental due to her purse and drivers license being stolen. Our agent immediately initiated the process and reached out to **** customer support to advocate for this change.

The following day, we sent an email to Ms. ******** explaining that despite our efforts, Sixt declined the request for a name change. We also contacted **** again to request a refund on her behalf; however, **** maintained their original policy and denied the refund request.

Please note that Orbitz operates as a third-party intermediary between travelers and travel service providers, including car rental companies. Refunds, cancellations, and modifications must be authorized by the travel provider in accordance with their specific policies.

We fully understand Ms. ********* frustration given the circumstances. However, as intermediaries, we are bound by the car rental company's policies and regrettably cannot override their decision. Therefore, we are unable to accommodate the refund request, and our position on this matter remains unchanged.

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,
******** ******* Shah
Global Traveler Resolution Team

Customer Answer
Date: 08/04/2025

Complaint: 23690571

I am rejecting this response because: Orbitz providing in correct information and we are requesting calls to be pulled.
We contacted Sixt, and they confirmed they were okay with the name change and were waiting on Orbitz to process it. We followed up with Orbitz multiple times, but an hour before the rental location closed, we were informed that they could not change the name. We request that all call recordings be reviewed, including those where supervisors and agents hung up on us. We need advice from the BBB on how to proceed, as Orbitz is refusing to refund us for the unused service. We were forced to book another vehicle that day at the last minute, which cost us nearly double the original price.

Sincerely,

****** ********
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:07/17/2025
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.
We booked a rental van through Orbitz (Expedia Group) nearly a month in advance at a confirmed rate of $1,161.00. On the day of travel, my wifethe named driverher wallet was stolen including the drivers license. We immediately contacted ******************** to change the driver name to mine.Throughout the day, Orbitz agents repeatedly assured us they had sent a request to the rental car company and told us to wait. We called back multiple times, receiving the same response.Finally, just one hour before the rental location closed, Orbitz informed us that this information was incorrect and they could not process the change. When we requested escalation, we were put on hold, disconnected once, and hung up on three times when asking for a supervisor. One agent suggested we cancel and rebookbut warned that we would lose the original rate we secured a month ********** a result of Orbitzs misinformation and delays, we were forced to secure another van last-minute for $2,355.00, which is more than double the original price. This situation was entirely preventable had Orbitz acted correctly and promptly.Resolution Requested:Full refund of the original Orbitz booking: $1,161.00 Reimbursement of the additional expense incurred due to Orbitzs failure:New rental cost: $2,355.00 Less original payment: $1,161.00 Additional refund requested: $1,194.00 Total compensation requested: $2,355.00 Please pull the calls for your **** for verification
Business Response
Date: 07/19/2025
July 19, 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 ***************************************************** 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 car rental booking. We understand Mr. ****** is requesting a billing adjustment.

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,
Yash S
Global Traveler Resolutions Team
Customer Answer
Date: 07/19/2025

Complaint: 23618167

I am rejecting this response because: please see attached Iteniary also the Email on the account is **********************************************
Orbitz Itinerary #**************
Confirmation number 9941281961

Sincerely,

*** ******
Business Response
Date: 08/04/2025
August 04, 2025

Better Business Bureau
Orbitz - ******* & N. Illinois
Complaint Department

RE: Orbitz Case # SF- 15429306

Dear Better Business Bureau,
Thank you for forwarding the consumer rebuttal from Ms. ****** ******** (BBB case number 23618167). We regret to hear Ms. ******** did not accept our response and/or the resolution offered.
Upon investigation, we found that on July 1, 2025, *********** booked a car rental service with Sixt through Orbitz, along with a Collision Damage Plan, for a 16-day rental beginning July 17, 2025.
On July 17, 2025, Ms. ******** contacted our frontline support team requesting a name change on the Sixt rental due to her purse and drivers license being stolen. Our agent immediately initiated the process and reached out to **** customer support to advocate for this change.
The following day, we sent an email to Ms. ******** explaining that despite our efforts, Sixt declined the request for a name change. We also contacted **** again to request a refund on her behalf;however, **** maintained their original policy and denied the refund request.
Please note that Orbitz operates as a third-party intermediary between travelers and travel service providers, including car rental companies. Refunds, cancellations, and modifications must be authorized by the travel provider in accordance with their specific policies.
We fully understand Ms. ********* frustration given the circumstances. However, as intermediaries, we are bound by the car rental company's policies and regrettably cannot override their decision. Therefore,we are unable to accommodate the refund request, and our position on this matter remains unchanged.
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,
******** ******* Shah
Global Traveler Resolution Team

Customer Answer
Date: 08/06/2025

Complaint: 23618167

I am rejecting this response for the following reasons:

The information provided by Orbitz is incorrect and does not reflect the events as they occurred. On the day of the reservation, we made multiple attempts to contact Orbitz customer service to request a name change on the rental. During those calls, we were disconnected multiple timesby both agents and supervisors. At one point, a representative clearly stated that Orbitz does not process name changes and advised us to cancel the reservation and rebook. We followed this advice and rebooked directly with Sixt.

When we spoke to Sixt, they informed us that because the original booking was made through Orbitz, they could not make any changes without receiving a name-change request via email from Orbitz. They also clarified that they had not received any payment from Orbitz yet and typically do not until after the vehicle is returned. Based on this, we were told by Sixt that there would be no charge from their end since the reservation was canceled before the scheduled pickup.

We did not cancel due to a "no show." We were denied the ability to pick up the vehicle because Orbitz failed to take timely action and ultimately refused to assist.

We request that you review the call recordings, especially the one in which we were told to cancel and rebook, as well as the calls where agents and supervisors disconnected the line. This issue was created by Orbitzs failure to act and provide accurate support, and we expect it to be resolved accordingly.

Sincerely,

*** ******
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

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