Complaints

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

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  Orbitz.com

  1111 Expedia Group Way W Seattle, WA 98119

  
• 

  Orbitz (Headquarters)

  5455 N Federal Hwy STE O Boca Raton, FL 33487

• 

  Orbitz

  500 W Madison St STE 1000 Chicago, IL 60661

• 

  Orbitz

  200 S Wacker Dr Suite 1900 Chicago, IL 60606

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

• Initial Complaint

  Date:03/26/2025

  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.

  I reserved a hotel room (*************************) in 2)16/25 for 3 days 5/12-5/15. I have to cancel the fully refundable room after a $143. Deposit I cannot cancel through the Expedia app and when I called I was told there was a $200. Cancelled fee. They will not refund me my deposit even though it says no fee through 5/9/25. I think it's a scam

  Business Response

  Date: 04/02/2025

  02 April 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 she is requesting a refund of ****** USD under itinerary number **************. We are sorry for the hassle caused to him.
  
  We would like to inform Mr. ****** that we have reached out to the hotel to request an exception for the refund. The hotel has confirmed that the booking has been canceled, and they processed a refund of $****** USD on March 27, 2025. This amount will be credited to his original form of payment (card ending in 0570) and should reflect within 7 to 10 working days.
  
  Please feel free to reach out if you have any further questions or need assistance. 
  
  Sincerely, 
  ****** Buttan 
  Global Traveler Resolutions Team

• Initial Complaint

  Date:03/24/2025

  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 attempted to book Spirit flights with Orbitz which Orbitz said did not go through. I received a confirmation from Spirit. A week later Orbitz canceled my reservation (which they said they never made). Spirit issued me a credit due to Orbitz mistake. This was not my cancellation and I am being charged. Orbitz wanted me to use the credit and spend an additional $1000 for the same flights. I booked with American instead costing me an additional $400.I called Orbitz many times and they eventually opened a case (#********). They told me they could not because they did not make the reservation. After a week of calls every day, they conceded they did make and cancel the reservation. They told me someone would call me back within 72 hours. After waiting 7 days and non call, I called Orbitz and they say they did not make the reservation again. Every time I call Orbitz, I get a supervisor with a different explanation, after they put me on hold, we mysteriously get disconnected with no callback. I have spent over 24 hours on the phone with Oribitz, another 12 with Spirit. I still have not received the promised callback. One supervisor was taking care of it and never got back to me. I attempted to book the reservation on 2/12/25. It was canceled on 2/19/25 by Orbitz with no explanation. All I want is my money back, not a credit when I do not intend to travel with Spirit in the next year. Orbitz made the mistake and needs to refund me my money. Each supervisor repeats the same thing over and over and does nothing to come to a resolution. I did not cancel anything and my money is being held hostage.I am including the chat history with Spirit who continues to say Expedia/Orbitz cancelled, not them.

  Business Response

  Date: 03/31/2025

  31st Mar 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 ***************************************************** 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 itinerary number 73030124067852.
  
  Mr. ********* attempted to book a flight with Spirit via Orbitz, but the booking initially appeared unsuccessful. However, he later received a confirmation from Spirit. A week later, Orbitz canceled the reservation despite previously stating the booking was never made. Spirit issued a credit, but Mr. ********* maintained that he never canceled and should not be charged. Orbitz advised using the credit with an additional $1,000 for the same flights, but Mr. ********* instead booked with *****************, incurring an extra $400.

  
  Upon reviewing the BBB query, it was found that Mr. ********* contacted the frontline after receiving the confirmation. The agent reached out to the airline, which stated the booking had been canceled on their end, leaving Mr. ********* with only a credit. Since airline credits cannot be used for bookings with other carriers, Orbitz could not cover the fare difference or issue a refund for his ***************** booking.

  
  After speaking with the airline, it was confirmed that the booking was canceled due to a chargeback initiated by Mr. ********** Spirit clarified that no refund or credit would be issued until the chargeback is resolved in their favor. As a goodwill gesture for the experience, I have added 200 Orbucks to Mr. ********** account.
  

  
  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: 04/01/2025

   
  Complaint: 22998748
  
  I am rejecting this response because:

  While I do have a dispute with my credit card, they may not approve. If they do not, I am still out $1000 from Orbitz/Spirit. If the credit card approves, you can close. If they do not, I would need to resolve the $1000 that orbitz has cost me with Spirit.

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

• Initial Complaint

  Date:03/24/2025

  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 bought flights tickets for my parents *************** in Orbitz, they were going to travel from ********** -**** (****************) 07/30/2024. Previously, they had flights for the 26th from **** to **********, in another airline (Latam) but Im not complaining about that, only the flights from ********** to ****. But my dad had an emergency surgery June 10th, after that he was in the *** until August 26, 2024 when he passed away. I emailed Orbitz multiple times, I spent hours on the phone with them, I sent them every single document I have from the Hospital since my dad was admitted and also the death certificate (they asked for that so so many times, and every single time I did as they required). I asked like a 100 times to speak with a supervisor or someone who could actually get something done but it was useless. They never transfer, they kept telling me we are going to call youand then I was the one calling them. Multiple times they said talk to the airline which was *******, and ******* told me all those times that since I bought the flights from Orbitz, they have to call ******* not me. I tried way too many times even though I was in grieve and I didnt want to deal with it. Then I gave up calling them and is time to file a complaint, they didnt even seem to tried to make things right. One flight was $ ****** and the other flight was $ ******. Total amount: $ ******

  Business Response

  Date: 04/02/2025

  April 02, 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 that Ms. ******* booked a return flight as combined one way fare from ****, **** to **********,****************** with Latam Airline on July 26, 2024, and return on July ******* with **************** under the itinerary number **************. We understand that Ms. ******* is requesting for a refund for the return flight on July 30, 2025.
  
  We are truly sorry for Ms. *******s loss. Considering the situation we have refunded the flight booking amount of USD ****** as an exception to the original form of payment i.e. **** card ending in 0502. The refund may take up to 07 to ***************************** the account.
  

  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: 04/09/2025

   
  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:03/24/2025

  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.

  We are filling a complaint about our trip bought through Orbitz. We have tried at least 5 times to add on a flight that was cancelled but continue to get told there are no options. Our flight leaving ***** on June 21st and going to ******* was cancelled by the ***************. Orbitz sent us an email to Contact them to fix the issue yet the issue still cannot be fixed and we paid for this flight.

  Business Response

  Date: 03/26/2025

  March 27, 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 ********************************************* allowing us time to address the comments and concerns brought to our attention.
  
  Expedia is responding to the consumer complaint from ***** ****** (BBB case number ********) regarding a flight booking.
  
  Our records indicate that Mr. ***** ****** booked a return journey flight from *********** to *****, ** for departure on June 11, 2025, with Delta Airline and return on June 21, 2025 with ***************** under the itinerary number **************. We understand Mr. ****** is requesting a refund or booking of an alternate flight for the cancelled sector.
  
  Based on our records we found that Mr. ****** contacted Expedia Representative on March 15, 2025, and the representative issued a full refund of USD ******* which will be sent to the original form of payment by the airline and will reflect in the account within ***** working days.
  
  We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
  
  Sincerely,
  ******* *****
  Global Traveler Resolutions Team

  Customer Answer

  Date: 03/27/2025

   
  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:03/24/2025

  Type:Billing 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 1 night stay at the ************************ in ******, **** on 3/4/2025 through Orbitz.com. I checked in at 10pm and there was a snow storm that night. When I checked in, the power was out in the hotel. The front desk agent checked me into my room but again there was no power so there was no heat as well. Myself and all of the other guests in the hotel had to sleep in our cars because there was no heat in the room. The power went out in the entire city. The power did but come back on until around 6-6:30am the next morning (3/5/2025). I checked out of the hotel shortly after. I have been trying to reach out to the hotel specifically for a refund since I did not stay in the hotel. I have been calling for days now and I only get the voicemail. Orbitz has also tried to reach out to the hotel numerous times with no luck. I would like a refund for the room. I paid $61.60.

  Business Response

  Date: 03/28/2025

  March 27, 2025
  
  Better Business Bureau
  ******* & N. ********
  Complaint Department
  
  RE: Orbitz Case #********
  
  Dear Better Business Bureau,
  
  Thank you for contacting Orbitz regarding the complaint filed by Mr. ****** ********* (Case #********). We appreciate the opportunity to address the concerns brought to our attention.
  
  Upon reviewing Mr. ********** complaint, we were unable to locate any itinerary associated with the email address
  ********************************************** in our system. In order to properly investigate and resolve this matter, we kindly request that Mr. ********* provide the itinerary number and the email address or phone number he used to make the booking.
  
  Once we receive this information,we will be able to thoroughly research the issue and take appropriate action.
  
  Thank you for your assistance.
  
  Regards,
  ******
  Global Traveler Resolutions Team

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23047511
  
  Orbitz itinerary: 73046837558820
  Email is ************************************
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 04/07/2025

  08 April 25,
  
  Better Business Bureau
  ******* & N. ********
  Complaint Department
  
  RE: Orbitz Case #********
  
  Dear Better Business Bureau,
  
  Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.
  
  Orbitz is responding to the consumer complaint from Ms. ****** ******* (********) regarding hotel Itinerary - (**************)
  
  We understand that Ms. ******* is seeking a full refund for her booking under itinerary **************, as Ms. ******* was unable to stay at the property due to a power outage and had to sleep in her car. We sincerely regret the experience Ms. ******* had during her stay and sorry for the hassle this has caused.
  
  As Ms. ******* is a loyal member of Orbitz.com, we greatly value her continued support. In light of the situation, we have processed a refund of ***** USD to Ms. ******** original form of payment ending in **** 6451. Please allow 7-10 business days for the credit to appear on Ms. ******** account.
  
  Once again, we apologize for the difficulties Ms. ******* experienced, and we appreciate her understanding.
  
  If Ms. ******* has any further questions or needs assistance, please feel free to reach out.
  
  Regards,
  ******
  Global Traveler Resolutions Team.
  

• Initial Complaint

  Date:03/24/2025

  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.

  Dear BBB Representative,I am filing a formal complaint against Orbitz.com for failing to provide adequate support in correcting a ticketing error, which resulted in my family being denied boarding, stranded at *********************************** for over two days, and ultimately forced to repurchase new tickets.Details of the Incident: Booking Reference Number: ************** Original Flight: August 11, 2024, 6:35 PM (Turkish Airlines) Passengers Affected: Myself, my wife, and our two children (5 years old and 1-year-old)Summary of Events: 1. Incorrect Names on Ticket: At check-in, **************** refused to let us board due to a minor name discrepancy on the tickets. However, the names were correct in my Orbitz booking confirmation email, which I provided to the airline staff. 2. Orbitz Initially Claimed to Fix It: When I called Orbitz, they assured me that the issue was corrected and that **************** should allow us to board. 3. Left Stranded for Two Days: Despite this, **************** continued to refuse boarding, leading to severe distress and financial loss for my family. We were forced to sleep on airport benches with our young children in the cold. 4. False No-Show Record: Orbitz later claimed that **************** marked us as no-show passengers, meaning they could no longer assist us with refunds or rebooking. 5. Forced to Buy New Tickets: After two days of frustration and failed attempts, I had no choice but to purchase new tickets at a high cost.Complaint & Resolution Requested: Full refund for the original tickets that we were denied. Compensation for additional hotel, food, and new ticket expenses. Orbitz should be held accountable for falsely telling us the issue was resolved when it wasnt.I request BBBs assistance in ensuring Orbitz.com properly compensates us and prevents such negligence for future customers.Thank you for your time and attention to this matter.

  Business Response

  Date: 04/03/2025

  April 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 Ikboljon Rasulov (BBB case number ********) regarding issues related to the flight booking.  
  
  Upon further research, we are unable to locate the Expedia account under the travelers name. We respectfully request that traveler provide us with the email address associated with the itinerary. The requested information will enable us to appropriately address the concerns.  
  
  If you have any further questions or concerns regarding this matter, please feel free to contact us. 
  
  Sincerely, 
  Sadhika 
  Global Traveler Resolutions Team 

• Initial Complaint

  Date:03/24/2025

  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 booked a two-night stay through Orbitz at the **************************** from March 13 to March 15, 2025. The listing on the Orbitz website included images and descriptions of a room with an outdoor balcony and river viewa key reason I chose this hotel. However, upon arrival, we were placed in a room on the second floor with an indoor balcony located directly above a noisy bar. The room had no river view, no access to fresh air, and we were subjected to constant noise from the lobby below.I immediately contacted the hotel front desk, who informed me that I would need to resolve the issue through Orbitz. I then called Orbitz customer service, and despite explaining the situation, I was told that nothing could be done. I was initially offered a $50 Orbitz credit, which I declined. The representative later increased the offer to $75, which I reluctantly accepted due to the late hour (2:00 AM), but I made it clear that I intended to follow up to resolve the issue more appropriately.A few days later, I spoke at length with a supervisor named ********* via Orbitz customer support chat. Although she attempted to argue that the listing did not specify the balcony type, she failed to acknowledge that the combination of hotel name, location, photos, and description strongly suggested an outdoor balcony with a river view. She ultimately informed me that nothing further could be done since I had already accepted the $75 creditdespite my explanation that this was done under pressure at an inconvenient hour.I paid $537.90 for this two-night stay and feel that I was misled by false or deceptive advertising. The actual experience was significantly below expectations, and I am seeking at least $250 in compensation to reflect the difference in value and the poor service I received in trying to resolve this issue.

  Business Response

  Date: 04/01/2025

  2nd Apr 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. ****** ****** (BBB case number ********) regarding itinerary number 73041592467648.
  
  Our records show that Mr. ****** booked a two-night stay at the ****************************, with check-in on March 13, 2025, and check-out on March 15, 2025.

  
  Upon reviewing the BBB query, it appears that Mr. ****** contacted the frontline multiple times to report an issue with his room. He initially booked an outdoor balcony room but was provided with an indoor balcony instead. After speaking with the hotel, it was confirmed that the booked room type did not include an outdoor balcony. However, the hotel accommodated his request and moved him to an outdoor balcony room.

  
  After the room change, Mr. ****** reported that the air conditioner was too noisy. He declined another room change, and the hotel confirmed that no other outdoor balcony rooms were available.
  We regret the inconvenience Mr. ****** experienced. The frontline team previously issued 75 ******* to his account on March 14, 2024. As a gesture of goodwill, I have added an additional 25 Orbucks, bringing the total compensation to 100 Orbucks.
  

  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: 04/02/2025

  [Complaint: 23101917]
  [I am rejecting this response.]
  
  Dear Better Business Bureau and Orbitz Team,
  
  I extend my sincere thanks to both the Better Business Bureau and the Orbitz Resolutions Team for taking the time to review and address my concern regarding the room booking associated with itinerary number 73041592467648.
  I am grateful for the additional 25 Orbucks that were recently credited to my account, and I do appreciate this gesture of goodwill on Orbitz's part.
  
  The initial room lacked the outdoor balcony that was clearly advertised. Though I was later moved to another room with an outdoor balcony overlooking a closed backcourt, this second room had a major issue: a central air conditioning system was located on the roof just outside the balcony. Its constant and excessive noise made it very difficult to rest or enjoy the balcony, thus undermining the purpose of the upgrade. Furthermore, neither of the rooms provided offered the advertised river view, which was a key reason for selecting that particular accommodation.

  
  Given these substantial discrepancies between what was advertised and what was delivered, I must respectfully continue to request the originally proposed $250 refund as just and proportionate compensation for the inconvenience and misrepresentation experienced.
  
  With appreciation for your continued attention to this matter,
  
  Respectfully,
  ****** ******
   

  Business Response

  Date: 04/10/2025

  11th Apr 2025
  
  
  Better Business Bureau
  Orbitz - ******* & N. ********
  Complaint Department
  
  
  RE: Orbitz Case # ********
  
  
  Dear Better Business Bureau,
  
  
  Thank you for forwarding the consumer rebuttal from Mr. ****** Garine (BBB case number ********). We regret to hear Mr. ****** did not accept our response and/or resolution offered.
  
  
  I understand your concern, but the hotel has denied the refund request. The room type booked by Mr. ****** did not specify whether the balcony would be indoor or outdoor. Post check-in, the only available option was a room with an outdoor balcony, which led to some issues with the noise from the air conditioning.
  
  
  As the booking was non-refundable and has already been completed, any refund would be at the property's discretion. I am sorry but, a refund is not possible in this case. However, as a gesture of goodwill, Ive already added $25 in Orbucks to your account for the experience.
  
  
  We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.
  
  
  Sincerely,
  ****** ****
  Global Traveler Resolutions Team

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23101917
  
  I am rejecting this response.

  Dear Better Business Bureau and Orbitz Resolutions Team,
  Thank you for your continued engagement in this matter.
  While it is technically correct that the room type booked may not have specified whether the balcony would be indoor or outdoor, the Orbitz's advertisement presented during the booking process clearly highlighted a river view balcony as part of the offering. This visual and textual representation directly influenced my decision to select the accommodation.
  It is unfortunate that the hotel has denied the refund request. However, I respectfully submit that this should not absolve Orbitz of responsibility, as it was Orbitzs platform and advertising that misrepresented the experience. The burden of a misleading or incomplete listing should not fall upon the customer, especially when the delivered product diverged so clearly from what was promised.
  Therefore, I must reiterate my original request for a $250 refund as fair compensation for the misrepresentation and the discomfort caused. A $25 credit, while appreciated, does not adequately address the extent of the discrepancy or the impact on my family stay.
  I appreciate your continued attention to this matter and hope for a resolution that reflects both fairness and accountability.
  Respectfully,
  ****** ******
   

• Initial Complaint

  Date:03/24/2025

  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.

  I booked a trip including 2 flights: ROC to ********* to ***; I previously cnacelled the car rental & was refunded in full. I had to cancel flights due to kidney stones & had purchased travel insurance on Orbitz travel site as part of my trip. I've tried to file a claim, however am finding it nearly impossible to do so (it makes me think most people probably give up as what is required is considerably beyond all reason - frankly, if it were $200, I wouldn't bother either). On Orbitz site, there is a link to file a claim which I used. I submitted the initial claim & required documents (although I could not access them again), however it is considerably more onerous & I could not obtain all needed information from Orbtiz to proceed. I have called **************************************** & chat messaged with both to no avail. I even had to ask my wonderful ************ Physician to fill out a claim form for me since a letter from my doctor was not acceptable. I just want the money I paid back per insurance policy. Indeed, the policy is with company *************************, however payment for insurance, trip, & link to file are all on Orbitz so they have responsibility here. I previously provided Orbitz's cancellation *********** ticket information showing this was a Basic Economy fare for which there are no refunds. I've spent at least 2+ hours trying to deal with this. They asked for my contact info which was provided as well as the cancellations policies which were also sent in before although presumably a TRAVEL INSURANCE COMPANY would have them for huge companies like ************************************* It is clear that the insurance company that Orbitz partnered with has made the process so onerous as to be prohibitive so if someone files a claim, it is unlikely to ever be paid. I've included my documentation & form from my doctor - again, I just want reimbursement for my flight for which I PAID insurance for to protect against.

  Business Response

  Date: 03/30/2025

  30.March.2025
  
  Better Business Bureau
  
  ******* & N. ********
  
  Complaint Department
  
  RE: Orbitz Case 09581822
  
  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 flight reservation with American Airline.
  
  Our records reflect that ***** ***** made a flight reservation with insurance and car rental through our partner, ********. Sorry to hear about the trouble caused, and I understand that ***** ***** is seeking a refund for the flights.
  
  The ticket purchased is a Basic Economy reservation with *****************. According to the policy, these tickets are non-refundable and non-changeable, and we must follow the airline's rules.
  
  While the car rental and collision damage plan are refunded but, we do not have control over the flight bookings. I request ***** ***** to reach out to the airline directly for the claim, as Generali is unable to help with the flight-related claim due to airline restrictions. Please note that we cannot compensate for the charges and no longer hold the amount being a third-party intermediary,
  
  However, we request that ***** ***** reach out using the link below for the claim, and the airline team will provide an update:  ***************************
  
  
  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: 03/30/2025

   
  Complaint: 23107743
  
  I am rejecting this response because: I booked through Orbitz & purchased travel insurance through them. They have responsibility to resolve this.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:02/25/2025

  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.

  Booked a hotel at the ****************** in ***** through Orbitz. The initial listing did not mention anything about a marriage certificate being required at check in. My husband and I were refused check in- even after attempting to provide other forms of proof of marriage. We were stranded in *****. Both the hotel and Orbitz refused a refund. Fraudulent business practices that Orbitz is complicit in. Complete lack of support for international travelers and loyal customers of over a decade. Unbelievable.

  Business Response

  Date: 03/28/2025

  March 28, 2025

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

  Orbitz Case Reference - 09729595

  Dear Better Business Bureau,

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

  Orbitz is responding to the consumer complaint from Ms.******* ***** (BBB case number ********) regarding the refund request for her booking at *******************

  Our records indicate that on March 11, 2025, Ms. ***** booked a hotel reservation at ****************** for two adults under itinerary reference 73013684241002.

  We are sorry for the experience Ms. ***** had. Upon receiving this request, we investigated and determined that, as per the propertys policies, couples wishing to share a room must provide proof of marriage. These policies were clearly stated at the time of the booking.Considering the circumstances, since Ms. ***** did not stay at the property,and recognizing her loyalty as a valued traveler, we are processing a full refund of ***** USD for the booking. The refund has been issued to the original form of payment, an **************** card ending in 1004, and it should reflect in her account within 7-10 business days.
  
  We thank you for giving us the opportunity to address the issues brought to our attention. Should you have any further questions or concerns regarding this matter, please feel free to contact us. 

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