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.

If you've experienced an issue

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:05/26/2025
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.
Dear Better Business Bureau,I am submitting this complaint against Orbitz concerning a recent hotel booking that was mishandled due to a confusing user interface and followed by extremely poor customer service.On May 13, 2025, I booked a non-refundable hotel stay through Orbitz. The stay was for two rooms at the *********** ***** on 7/31/25-8/4/25 for $2,220.96. The following day, May 14, I attempted to cancel only the insurance portion of the reservation. However, due to what I believe was a misleading and unclear interface, my entire hotel booking was canceled unintentionally.Upon realizing the mistake, I immediately contacted Orbitz, expecting assistance in resolving the issue especially considering that the cancellation happened within 24 hours of booking. Instead, I was told that the hotel had to handle the situation. I then made multiple international calls to the hotel in *****, only to be informed that they had no authority to assist, as the booking was fully managed through Orbitz. Both parties deflected responsibility, and ultimately, I was denied any form of resolution or refund.While I understand the hotel was marked as non-refundable, this situation was not a voluntary cancellation it was caused by a confusing user experience that failed to make the consequences clear. I also acted immediately to try to correct the issue, which shows my good faith.Despite explaining this multiple times, Orbitz has refused to offer any resolution. At this point, I would be satisfied with a full refund, a travel credit, or even reinstatement of the original reservation if possible any fair solution that recognizes the genuine nature of the error and my prompt efforts to address it.Thank you for your attention to this matter. I hope Orbitz will be encouraged to take responsibility and improve its customer service and interface clarity.Sincerely,**************
Business Response
Date: 05/26/2025
26 May 2025
Better Business Bureau

******, ****** & ***********************;
Complaint Department

RE: Expedia/ Case ID: ********

Dear Better Business Bureau,

Thank you for forwarding the consumer complaint received from Mr. ************** (BBB case number ********). We understand that he is requesting a refund for a hotel reservation under itinerary number ************** as accidentally he has cancelled his reservation. We are sorry for the hassle caused to him.

We understand that Mr. ****** experience was disappointing this time with the hotel.

We have contacted the hotel to request an exception for a full refund, reinstating the reservation, or a future travel credit. Unfortunately, they did not respond favorably. Regrettably, the hotel has declined all options, stating that the booking is non-refundable, and they are unable to make any exceptions. We will not be able to process a refund in this case.

Please feel free to reach out if you have any further questions or need assistance.

Sincerely,
****** Buttan
Global Traveler Resolutions Team
Customer Answer
Date: 05/27/2025

Complaint: 23378503

Dear Better Business Bureau,

I am writing to follow up on my recent complaint regarding Orbitz and their handling of a reservation issue. I was informed that the hotel has declined all options for resolution; however, this explanation does not align with the information I personally received from the hotel.

I contacted the hotel directly to ask if they were willing to work with me on any of the proposed options. They expressed that they wanted to help but simply could notbecause they have not received payment from Orbitz. The hotel clarified that, as the reservation was made through a third-party platform, they have no direct contractual relationship with me. Their contract is with Orbitz.

Orbitz charged my credit card directly and has not yet paid the hotel. As the merchant of record, Orbitz has full authority to issue a refund without requiring the hotels approval. The suggestion that they cannot act without the hotels consent is inaccurate. Any resulting financial cost is an internal matter between Orbitz and the hotel. It is ultimately Orbitzs decision whether to refund a customer, and claiming otherwise misrepresents the situation.

This issue has taken a severe emotional toll on me. I have spent countless hours trying to resolve this matter, and the stress has deeply impacted my personal life. I am currently on the verge of divorce, largely due to the ongoing strain and frustration caused by this situation. $2,000 is a significant amount of money for my family, and a resolution would not only help financially, but it would also go a long way in alleviating the emotional burden this has caused.

I respectfully and sincerely ask for your help in reviewing this matter again and encouraging Orbitz to do what is fair and within their power to resolve this situation. Your assistance would truly be a life-saver.

Thank you for your time and continued support.
Sincerely,
Jee Woong Park
Business Response
Date: 06/05/2025
05 June 2025
Better Business Bureau

******, ****** & ***********************;
Complaint Department

RE: Expedia/ Case ID: ********

Dear Better Business Bureau,

Thank you for forwarding the consumer complaint received from Mr. ************** (BBB case number ********). We understand that he is requesting a refund for a hotel reservation under itinerary number ************** as accidentally he has cancelled his reservation. We are sorry for the hassle caused to him.

We wanted to update Mr. **** regarding our continued efforts to secure a refund for his reservation. Despite reaching out to the hotel again to explore the possibility of a waiver, they have regrettably reaffirmed their decision to decline the refund.

Please be assured that we have made every effort to request an exceptionwhether for a full refund, reinstatement of the reservation, or a future travel credit. However, the hotel remains firm in its position.

If Mr. **** could provide a written response from the hotel regarding their decision, it would be greatly appreciated. This documentation would allow us to escalate the matter further and pursue additional steps in seeking a resolution.

Please feel free to reach out if you have any further questions or need assistance.

Sincerely,
****** Buttan
Global Traveler Resolutions Team
Customer Answer
Date: 06/05/2025

Complaint: 23378503

Dear BBB,

I am writing to provide an update regarding my ongoing issue with a reservation made through Orbitz for a stay at *********** Paris Arc De Triomphe (Orbitz Booking ID: **************], Hotel Confirmation ID: ******** and *********.

Please see attached email response to me from the hotel as requested by Orbitz. In addition to this communication from the hotel, as part of my efforts to resolve this matter, a relative of mine residing in ****** contacted the hotel directly on my behalf multiple times on the phone.
Below is a summary of the hotels response, as shared with me (also attached is the exact screenshot of summary of discussion from my relative based on the hotel's response):

The hotel did not receive any email or communication from Orbitz concerning the reservation or any related refund inquiry.
The hotel advised that customers should not contact them directly, as the transaction was made through Orbitz and not with the hotel itself.
The hotel confirmed they did not receive any payment from Orbitz, and therefore, they have no authority or involvement in refund decisions.
The hotel stated that any decision regarding a refund must come solely from Orbitz.

This clearly places the responsibility for communication and resolution with Orbitz. I am seeking BBBs assistance to ensure that Orbitz acknowledges and acts upon this information, and processes the appropriate refund accordingly.

Please let me know if you require any further documentation or details.

Sincerely,

Jee Woong Park
Business Response
Date: 06/11/2025
11 June 2025
Better Business Bureau

******, ****** & ***********************;
Complaint Department

RE: Expedia/ Case ID: ********

Dear Better Business Bureau,

Thank you for forwarding the consumer complaint received from Mr. ************** (BBB case number ********). We understand that he is requesting a refund for a hotel reservation under itinerary number ************** as accidentally he has cancelled his reservation. We are sorry for the hassle caused to him.

Upon reviewing the screenshot you provided, it is clearly stated that the hotel has declined the refund request, as the booking is non-refundable.

As Expedia operates in accordance with hotel policies, we do not have the authority to process a refund for your reservation. Unfortunately, we are unable to override the hotel's terms and conditions in this matter.

We are sorry for any trouble this may cause and appreciate your understanding.

Please feel free to reach out if you have any further questions or need assistance.

Sincerely,
****** Buttan
Global Traveler Resolutions Team
Initial Complaint
Date:05/23/2025
Type:Service or Repair 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 using Orbitz from ****************** to ******** YEG for May 22nd to May 25th. Apparently the airline canceled my ticket since April 5th and no one informed me so I didnt have the opportunity to rebook my ticket. I left ******* on the 22nd and landed in *** to have my connecting flight from *** to *** which was my original booking. Upon getting to *** the airline informed me that the flight had been canceled since APR 5th and because I booked through a third party (Orbitz) there is nothing they can do. So I called Orbitz to rebook that ticket. Orbitz claimed to rebook the ticket and sent me a confirmation email. This ticket states as follows (depart ATL- ******* YYC and a connecting flight from *******-********). I accepted the ticket. And used my money to go book a hotel and stayed the night. The very next morning. I went back to the WestJet counter and I was told that my name was not on the fly list. That I should call my agent. I called orbits and I was on the phone for 2hrs 8mins. See attachment for proof. Neither Orbitz or the airline informed me that the airline had me on a different flight leaving at 10am with Delta to MSP. Even though I was right there in the airport on the phone with Orbitz the entire time. Now, Orbitz says I was a no show and cant get a refund. And while I was talking to the west jet agent was when I was informed that west jet had me on a Delta flight to ***********************. And this was way past 10am so that flight also departed. And now. I cant make it to my destination and stock at the airport with a 2 year old and my mother. And I have to pay for hotel again for the night and pay for a flight back home.
Business Response
Date: 05/29/2025
May 29, 2025,

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

RE: Expedia reference number: 12505072

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.

We understand that Mr. ******* ******* is seeking a refund for the flight itinerary secured under ************** due to the schedule change.

Our records indicate that a round-trip flight reservation was booked with ******** and ***************. The departure was scheduled for May 22, 2025, from ******* to ********, and the return was scheduled for May 25, 2025.

We sincerely regret the inconvenience travelers faced due to the airline schedule change and understand how frustrating such unexpected disruptions can be. As part of our commitment to providing the best possible support, we have processed a full refund of $880.50 USD to the original payment card (XXXX-2004) for the outbound trip used at the time of booking. This amount will be credited within 7 to 10 business days, depending on the card issuers processing time.

Additionally, to express our goodwill, we have credited 25 Orbucks to the Orbitz account associated with this booking. These ******* can be applied toward future reservations, offering travelers added savings and flexibility for their next trip. For complete details on how to use them, please visit: ************************************************

We thank you for allowing us the opportunity to address the issues brought to our attention. Please get in touch with us if you have any further questions or concerns.

Sincerely,
******** ******
Global Traveler Resolutions Team
Customer Answer
Date: 05/29/2025

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:05/20/2025
Type:Customer Service 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 filing this complaint due to Orbitzs gross negligence and failure to fulfill a fundamental service obligationprocessing a legal name change on my airline ticket.I notified Orbitz more than one week in advance of my upcoming flight regarding a legal name change and submitted all required documentation. Despite this, Orbitz failed to act. I followed up repeatedly over the course of several days, spent hours on the phone with customer service agents, and was reassured the issue would be resolved. Instead, Orbitz allowed the request to linger unresolved until less than 24 hours before my ********* that point, I was told the name could not be changed and that I should go to the airport and hope for the best. This response is unacceptable and irresponsible. Orbitz has not only failed to deliver a basic customer service function but has also put me at risk of being denied boarding for a flight I paid for in fullthrough no fault of my own.This is not a complex issue. It is a routine administrative update that any competent travel agency should be able to facilitateespecially when the customer provides proper legal documentation and ample notice. Orbitz's refusal or inability to escalate the request properly (they contacted the reservations department rather than the inside sales team, as required by Air Tahiti Nuis policy) shows a serious breakdown in internal processes and a blatant disregard for customer experience.I have now been left with two unacceptable choices: risk being denied boarding, or initiate a chargeback through my credit card ********** a result, I am requesting the following:Immediate escalation to the appropriate airline contact to complete the name correction prior to departure and compensation for distress.Failure to resolve this issue will result in formal complaints being filed with the ************************ (***) and potentially state consumer protection authorities.
Business Response
Date: 05/21/2025
May 22, 2025
Better Business Bureau
******* & *****************
Complaint Department
Orbitz Case Reference: 12314090
Dear Better Business Bureau,
Thank you for reaching out to Orbitz regarding the concerns raised by our customer. We appreciate the opportunity provided by the Better Business Bureau (BBB) to address the matter.
Orbitz is responding to the consumer complaint submitted by Ms. DeStefano (BBB Case Number: 23353065) concerning a name correction request for her flights to *********, *****************
Our records show that on November 5, 2024, Ms.********* booked a package reservation under itinerary 72957669004252,with departure from ***********, **, **************
We are sorry for the experience Ms. ********* had. Upon receiving her request, we conducted a thorough investigation and confirmed that the name on the booking was successfully corrected. A new ticket was issued with a name correction fee of 50 USD, as advised by the airline. The updated ticket details were shared with Ms. ********* by our frontline support team, and the flights are confirmed and ready for travel.
Additionally, in recognition of the hassle caused during the name correction process, we have added 200 USD worth of Orbucks to her account as a goodwill gesture. Full details regarding Orbucks can be found here: ************************************************.
We appreciate the opportunity to address this matter and remain committed to providing quality service to our customers. 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: 05/27/2025

Complaint: 23353065

I am rejecting this response because it fails to address the core issue: your agent repeatedly instructed me to go to the airport on the day of my flight, despite knowing full well that Air Tahiti Nui does not allow name changes at the airport for tickets booked through third-party providers like Orbitz.
This was not a misunderstanding it was a clear case of your agents deliberately misleading me to avoid taking responsibility. Multiple Orbitz representatives passed the issue along, offering inaccurate guidance to get me off the phone instead of providing the support expected from a third-party travel agency. This tactic is not only irresponsible, its a breach of the service obligations Orbitz owes to its customers.

As a result of these misdirections, I spent over three hours at the airport attempting to resolve a problem that could have and should have been addressed by Orbitz in advance. I nearly missed my international flight. Only after the airline confirmed that they could not alter the ticket did Orbitz finally take the necessary steps to correct the name on their end.

A mere $200 credit which requires me to book with Orbitz again, something I will never do is not an appropriate resolution for the time lost, the stress endured, and the systemic failure I experienced. I am requesting a $2,000 refund to my credit card on file which is the equivalent value of my ticket. Anything less signals that Orbitz does not take its contractual and service obligations seriously, nor does it hold its agents accountable for providing truthful and competent assistance.
Initial Complaint
Date:05/14/2025
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 car rental with orbitz. The company that it was reserved with canceled my car the morning that I was reserved to pick up. I had to rush to hook another and it was double what I paid. My money was returned for original but because I had to book another right away I had to pay double. I asked to fix the pay difference of $101 but they only gave me credit of $30. I want to be compensated for the other $70
Business Response
Date: 05/15/2025
16 May 2025

Better Business Bureau
******* & N. ********
Complaints 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. *** ****-**** (********) regarding the car reservation confirmed with Economy Rent a Car.

Our records indicate that Mr. **** had confirmed a reservation with Economy Rent a Car picking up the car on 07 may for 2 days. We understand he connected with us for the refund of the reservation as no car were available at the pick-up point.

Upon receiving the complaint, we had reviewed the case details and found that we had connected with the car rental for the refund of the booking. They did acknowledge the issue occurred and approved the refund of the reservation. As per the approval received, we have processed the refund of ***** USD and ***** USD to the card ending with 3280. The fund should reflect in the account within 7-10 business days.

We regret that your experience did not meet your expectations, and we are sincerely sorry for experience you had. Expedia values Mr. ****** feedback as part of our ongoing commitment to enhance the customer experience. Mr. ****** comments will be shared with our internal team to support further training and improvements in the car 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,
Rajat
Global Traveler Resolutions Team
Customer Answer
Date: 05/15/2025

Complaint: 23331321

I am rejecting this response because: I had no choice to accept the refund and no choice but to book another car for double the price because I had no time to shop around. I shouldnt have been penalized financially because economy rent a car over booked. The person who should have been cancelled on are the card that were over booked. I planned my trip in advance so I would not have yo deal with this issue.

Sincerely,

****** ****-***
Initial Complaint
Date:05/05/2025
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 two tickets and a car rental through Orbitz (Itinerary #*************, Booking ID ******* for travel to *******. The flight (Aer Lingus EI0088) was canceled by the airline in March 2020 due to the COVID-19 pandemic. I paid $1,688.57 and never received a refund or credit.Orbitz has refused to issue a refund and claims the booking was "purged" from their system. They cannot produce any documentation showing a credit was issued or used. ********** has stated the refund must be processed by Orbitz. I have been caught in a loop with no resolution.Orbitz confirmed in writing that they will take no further action and cannot provide records of any refund or credit. I am requesting intervention to receive a full refund for the canceled flight and car rental.
Business Response
Date: 05/06/2025
May 06, 2025

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

RE: Orbitz Case # ********//BBB 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 and car booking.

Our records indicate that the traveler booked a return flight on September 10, 2019, to ****** from *********** with departure on March 31 and return on April 07, 2020,under the itinerary number 7473517498091.

After further investigation, we found that the *** is no longer serviceable. We also tried reaching out to the airline to secure a waiver for Mr. ******** however, we did not receive a favorable response.

Hence, we are unable to issue a refund on the booking. We understand that this may not be an outcome as Mr. ******** expectations. However, as a travel facilitator for this booking, Expedia is bound by the policies established by our travel partners and is unable to override them.

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
Initial Complaint
Date:04/30/2025
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.
Submitting this to express my serious frustration regarding repeated and unrequested changes made to my itinerary booked through Orbitz. My flight is scheduled for the 3rd week in May, 2025, traveling from ***** to *****. Despite purchasing the ticket a month ago in March, there has been no resolution to date.Purchase Details:Date of Purchase: March 30, 2025 Amount Paid: $701 for the ticket Additional Charges: $110 for specific seat upgrades ***************** Purchased through Orbitz at time of booking Original Itinerary (May):Airline A ***** 6:30 PM ? ****** 8:30 PM Airline B TPE 11:40 PM ? SEA 7:30 PM Airline C SEA 9:15 PM ? Idaho 11:44 PM Total Duration: 20h 14m Since booking, I have received no fewer than nine emails claiming that my original itinerary is no longer available. I have not requested any cancellations or changes. Each time Ive contacted Orbitz, Ive been given vague, noncommittal responses such as well see if the airline will accept the change, without ever receiving any confirmed new flight, compensation, or real solution.Despite numerous phone calls and chats and requesting escalation to a supervisor with decision-making authority, Ive received no follow-up. A missed call at 12:37 AM from Orbitz ***************) left no voicemail, and the representative I reached had no information on why I was called.Orbitz Proposed Alternatives (without my request):Option 1: Travel with long layovers (12+ hours)Option 2: Depart a day later, significantly affecting my schedule Orbitz has not committed to providing me anythingno confirmed replacement flights, no assurance my paid seats will be honored, no compensation, and only the option of a refund. I made it clear I do not wish to cancel or accept a refund. Flights have already increased in price and will likely continue to do so, and a refund would not allow me to rebook at a comparable rate. I need a new ticket.I have also filed a formal complaint with the *********************************.
Business Response
Date: 06/20/2025
June 21, 2025

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

RE: Orbitz Case 11105716

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 submitted by Ms. ******* ******* (BBB Case #********) concerning a flight booking issued on EVA *** ticket stock under itinerary number 73068394733083.

We regret to learn of the difficulties she encountered while addressing this issue. According to our records, the booking was successfully canceled on May 16, 2025, in accordance with the airlines schedule change policy. A refund of $624.91 USD was processed and should have been credited to her **** card ending in 7755 within 7 to 10 business days from the date of cancellation.

We understand how inconvenient flight schedule changes can be. However, such changes are managed solely by the airline as part of their operational procedures, and unfortunately, we as a travel agency do not have control over them.

For any additional compensation, we recommend that ********** reach out to ******* directly, as such decisions fall under the airlines discretion and are handled by them on a case-by-case basis.

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,
Yash S
Global Traveler resolutions Team
Initial Complaint
Date:04/27/2025
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 am trying to use the credit below for a roundtrip Virgin flight from *** to ****** on August 23-August 30, 2025 for the same travelers as the original trip. I am specifically trying to book a Virgin Atlantic flight that departs from ******** at 9:30pm on August 23 and a return flight that departs from ****** at 4:50pm. I am not permitted to apply the credit through the website, so I had to call. However, when I call, Orbitz is now telling me that I cannot use the credit for the same trip within one year of my original purchase, even though I meet all of the conditions, and the email confirmation below confirms "[w]e've issued you an airline credit that you can use for a new flight with ***************." (emphasis added). I've been on the phone with a customer service representative and her supervisor (for more than one hour), and they refuse to allow me to use the credit, despite my repeated efforts to use the credit. The last supervisor that I spoke with today is "****** *." ****** said he does not even see a credit and refused my repeated requests to use my credit for the flights mentioned above.This is fraudulent. If Orbitz will not permit me to use the credit, then please refund my original payment method for the full amount.
Business Response
Date: 04/28/2025
April 28, 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 to address the comments and queries that have been brought to our attention.

Orbitz is responding to the consumer complaint from Mr.***** ***** (BBB case number ********) regarding his flight booking. Our records indicate that on November 11, 2024, Mr. ***** made a round-trip flight booking for three passengers with ************************ to travel from ******** to ****** on August 23, 2025, and return on August 30, 2025 (itinerary reference: **************). He canceled the reservation on December 7, 2024,and was informed about the flight credit. Later, Mr. ***** contacted our frontline team to redeem the credit, but we were unable to make the changes due to a tool error.
Upon receiving the query from BBB, we reviewed the records and are sorry to learn about Mr. ****** troubles. We have shared this feedback with our management team to prevent such instances in the future. As a resolution, we have processed a full refund of $1,099.03 USD to Mr. ****** card ending with XXXX-8379, which was originally used to book the travel. The funds should reflect in his account within 7 to 10 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 queries regarding this matter, please feel free to contact us.

Regards,
******* ****
Global Traveler Resolutions Team
Customer Answer
Date: 04/28/2025

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. I reserve the right to reopen this complaint if the promised refund is not initiated, as I have not yet received it. I appreciate the BBBs assistance on this matter.
Sincerely,

***** *****
Initial Complaint
Date:04/24/2025
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 report a misrepresentation by Orbitz regarding their Orbucks rewards program. I received multiple monthly emails from Orbitz explicitly stating that my $94.69 in ******* would not expire. Despite this assurance, $91.18 of these ******* were removed from my account. This action directly contradicts the information provided and constitutes a clear misrepresentation.I contacted Orbitz customer support requesting the reinstatement of the $91.18 in Orbucks and, to date, have received no response.I am requesting that Orbitz restore the $91.18 to my account. If this issue is not resolved promptly, I will proceed with filing complaints with the ************************ and my state **************************
Business Response
Date: 05/01/2025
May 01, 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 to address the comments and queries that have been brought to our attention.

Orbitz is responding to the consumer complaint from Mr. *********** **** (BBB case number ********) regarding his orbucks balance. We understand that Mr. **** claims that he received multiple monthly emails from Orbitz explicitly stating that his $94.69 Orbucks would not expire.

Upon receiving the query from BBB, we review the records but couldnt locate such email send to Mr. ***** We have requested Mr. **** to share the complete email confirming the senders and receivers email address for us to investigate this matter further.

We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or queries regarding this matter, please feel free to contact us.

Regards,
******* ****
Global Traveler Resolutions Team
Initial Complaint
Date:04/17/2025
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 purchased airline tickets for a trip to *********** on March 23, 2025 for departure on March 29. I canceled that purchase the very next day within a 24 hour period, per their policy it should have been upheld for both airline tickets. However, Orbitz contends that they had no control over the airlines response, but they didn't attempt to reach out to them on my behalf. They provided a number that wasn't relevant as that airline was not even open on that day. My concern is that when making purchases through a travel agency, as I have on many occasions, my agreement is with that company. Orbitz should be responsible for what they have not insisted upon from their agreements with airlines, to uphold their own policy of full refund within a 24 hour period. I should have received a full refund for that purchase as their policy states and because I didn't go through that particular airlines site, in which then I should be expected to uphold that business policy. In addition, when confirmation is sent, it states can cancel anytime, which also is misleading and contradictory to canceling and receiving a full refund.
Business Response
Date: 04/23/2025
April 23, 2025

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

RE: Orbitz Case # SF- 10770768

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 23218423)regarding the flight reservation booked under itinerary 73061546645293.

We understand Ms. ******* is seeking update on refund of the American and *************** flight reservation

Upon receiving the complaint,we reviewed our records pertaining to Ms. ******** interaction with our frontline team to cancel the reservation. The agent confirmed that the ***************** ticket, valued at ****** USD, was canceled within the free cancellation window. As the card was never charged and the payment authorization was canceled, no refund will be issued for this ticket.Additionally, the trip protection plan, costing ***** USD, will be refunded and credited back to Ms. ******** **** card ending in 7122 and should have reached to her by now. If in case it does not reflect, we suggest she should contact her financial institution and inquire about it. The *** for the refund is 74692165083107435532595.

Furthermore, the agent informed Ms. ******* that cancellations for *************** must be addressed directly with the airline due to policy restrictions. Orbitz does not have access to process or modify reservation details for ****************

Regarding the *************** reservation, we contacted the airline and learned that the reservation was canceled after the free cancellation window had closed. As a result, the airline issued travel credits totaling ****** USD, which are valid until April 18, 2026.

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

Regards,
**** ***
Global Traveler Resolutions Team
Orbitz
Initial Complaint
Date:04/01/2025
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 had booked a flight through Orbitz on 01/23/2025 for $367.15. This purchase was for a flight to go from *****, ******, to *********, *****, and then to ******, *************, on March 30th, 2025. The flight from ********* to ****** was cancelled, and Orbitz never notified me of this cancellation, thus having me fly from ***** to ********* on March 30th for no reason. I then had to buy a $1200 ticket back to ***** in order to get a flight back to ****** on March 30th. I have contacted both Orbitz and LEVEL, the airline company, asking for a refund and have just gotten told it is not possible. I am seeking help in getting a refund for this hassle, as I am out $1200 for not being told of the flight cancellation.
Business Response
Date: 04/21/2025
April 21, 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. ******* Tangaro (BBB case number ********) regarding flight reservation.

Our records indicate that Mr. ******* ******* booked the flight reservation with itinerary reference: **************. We understand Mr. ******* Tangaro is requesting compensation for the flight cancellation.
Following the conclusion of our investigation, we need to inform Mr. ******* that, according to the details provided by LEVEL airline, a partial refund for the canceled flight has been initiated in accordance with the original form of payment.
We fully recognize the challenges and trouble Mr. ******* encountered under these circumstances. In this regard, we kindly request Mr. ******* to provide the receipts for any expenses incurred because of the cancellation. Please rest assured that, in line with the applicable guidelines, we will make every effort to assist Mr. ******* with the compensation process.
Additionally, please be advised that as Expedia is acting as the travel agency, we do not possess the authority to process such requests directly. We are required to adhere to the airline's policies 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,
Devraj
Global Traveler Resolutions Team
Customer Answer
Date: 04/21/2025

Complaint: 23143087

I am rejecting this response because:
Attached is the receipt for the flight i had to purchase after being stranded in the ***************** on March 30th. Level gave me a partial refund for the original flight which was only $313.45. The flight i had to purchase on March 30th was ******* EUROS. Level told me that they contacted Orbitz 15 days before my original scheduled flight from ********* to ****** to tell them it was cancelled however Orbitz never relayed this information to me which is why i then had to purchase a ticket for ******* EUROS to get to ******. I want a refunded for this money spent because it was an Orbitz lack of communication which made me have to spend ******* EUROS for a new ticket the day of my original scheduled flight home. What if i didn't have the money to buy a new ticket home? Orbitz could have really screwed somebody with this lack of communication and it shouldn't be taken lightly.

Sincerely,

******* *******
Business Response
Date: 05/02/2025
May 02, 2025

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

RE: Orbitz Case # ********

Dear Better Business Bureau,

Thank you for forwarding the consumer rebuttal from Mr. ******* ******* (BBB case number 23143087). We regret to hear Mr. ******* ******* did not accept our resolution offered.
We have reviewed the documentation Mr. ******* Tangaro provided to further address his concerns.
Following the conclusion of our investigation, we would like to inform ***************************** the airline has initiated a refund of USD ******. Also, as per the receipt shared by Mr. ******** the cost of the new flight amounts to EUR ********* which is equivalent to USD 1,387.79.
Considering this, we have processed the refund difference rounded off to USD ***** to Mr. ******* original form of payment, **** card ending with 1029 also it can take up to 7-10 business days for the amount to reflect on the bank statement. Furthermore, as a gesture of goodwill, we have credited Orbucks worth USD 100 to Mr. ******* Orbitz account.
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,
Devraj
Global Traveler Resolutions Team

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