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

467 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: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
Initial Complaint
Date:06/29/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked a rental car service through Orbitz.com portal for my Los Angelos Trip. I was supported to travel from *****, Fl to ***********, ** on 5/31/2025, but the Frontier flight got delayed over 12 hours in *****, ** and it disrupted all my travel plans. I had to cancel my flight, hotel stay, ********* tickets and others and requested refund from them. At the same time, I also requested refund from the rental car company through Orbitz.com because it booked the rental car through Orbitz.com website. When I requested Orbitz.com for refund, they created a ticket# ************** for refund from the rental car company.I have sent a multiple reminders to the Orbitz.com and they could not get my refund back. I never used car rental service at all as I did not travel. I need your help in getting the refund of $244.09. Please see the attached documents for proof (One doc is for flight delay second one is for refund refusal and the third one is Fox car rental confirmation).
Business Response
Date: 06/30/2025
June 30, 2025

Better Business Bureau
******* & N.********
Complaint Department
Re: Orbitz.com case # ********

Dear Better Business Bureau,

Thank you for taking the time to contact Orbitz.com regarding an issue from our traveler. We appreciate the Better Business Bureau allowing us to address the comments and concerns that have been brought to our attention.

Orbitz is responding to the consumer complaint from Mr. ********** ******* (BBB case number 23534957)regarding the car rental booking under the said itinerary 73089553132448.

Upon reviewing our records, we have confirmed that Mr. ******* car rental reservation was made through Orbitz for a 3-day period, from May 31 to June 3, 2025.

In response to Mr. ******** refund request for the unused reservation, we contacted ********** Car to advocate on his behalf. However, the rental company declined the request, citing their policy that refunds are not issued once a traveler is marked as a no-show. As Orbitz acts as an intermediary between our customers and suppliers, we are obligated to adhere to the policies set by our partners.

However, we genuinely understand the hassle this situation has caused. In recognition of the challenges Mr. ******* faced and his continued loyalty to Orbitz, we have approved a refund of ****** USD as a one-time exception. The refund has been processed to Mr. ******** card ending in XXXX-7775 and should reflect in his account within 710 business days.

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

Regards,
****** K
Global Traveler Resolutions Team
Initial Complaint
Date:06/28/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Orbitz has canceled our trip home from ****** with no resolution. They instructed us to cancel the flight and find another way home. They also told us that we will receive a refund in 7-10 business days. After 24 hrs they told us that the flight is not canceled and that we will not receive refund, but we have already spent the money on another flight, using their service. Now we were stuck with two flights and they would not give us our money back
Business Response
Date: 07/09/2025
July 10th, 2025

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

RE: Expedia 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 refund of flight reservation booked with Air Serbia under itinerary 73033430181047.

Please note that I have thoroughly investigated the reservation. My records indicate that following a schedule change, when **** contacted us, the ticket was reissued according to their preference on June 17th, 2025. Below are the confirmed flight details for your reference:

Sat, 21 June JU 653
Departing: ****************************** (SJJ) at 3:10 PM
Arriving: **************************************** (BEG) at 3:55 PM
Transit Time: 21h 25m
Sun, 22 June JU 500
Departing: **************************************** (BEG) at 1:20 PM
Arriving: ******************************************* (***) at 5:25 PM
Transit Time: 3h 15m
Sun, 22 June JU 8549
Departing: ******************************************* (***) at 8:40 PM
Arriving: *************** (MCO) at 11:50 PM

Since the alternate itinerary has already been confirmed, any refund request will now be subject to the airlines cancellation policy. On Alens behalf, I have submitted a refund request through the airline's official website. A representative from the airline is expected to reach out to Alen via the registered email address. Please note that the final decision regarding the refund will rest with the airline and is at their discretion.

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

Thanks,
***** *****
Global Traveler Resolutions Team
Initial Complaint
Date:06/26/2025
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 rental car via orbitz on 6/21 at ***********. The booking was successful and my credit card was charged immediately. When I arrived at the rental car counter, they refused to accept my insurance of which I had 3, and refused to rent me the car. I asked for a refund and they said I would have to contact Orbitz, at which point I did immediately and they assured me that they would process and look into this immediately. After 4 days they sent a generic email saying they would not be able to refund me without any explanation.
Business Response
Date: 06/27/2025
27 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 Mr. ******* ***** has requested a refund for his car rental reservation under itinerary number **************, as he was unable to utilize the service. We are sorry for the hassle this situation has caused.

We recognize that Mr. ****** experience with the car rental provider, Routes, was disappointing, and we truly empathize with his concerns. Please be assured that we have reviewed the matter thoroughly and shared feedback with the relevant internal teams to identify areas for improvement.

As part of our efforts to assist, we contacted Routes to request an exception and explore the possibility of a full refund. Unfortunately, the vendor informed us that Mr. ***** did not meet the rental requirements at the time of pick-up specifically, he was unable to present a valid credit card and insurance documentation, which led to the denial of service.

Routes also clarified that they are not the Merchant of Record for this transaction and that no charges were processed by them on our behalf. In accordance with their stated policy, prepaid reservations are non-changeable, non-cancelable, and non-refundable.

Given these circumstances, and in adherence to the vendors terms and conditions, we regret that we are unable to process a refund in this case.

We truly value Mr. ***** as a customer and remain committed to supporting him as best we can within policy guidelines. If there is anything further we may assist with, please dont hesitate to let us know.

Sincerely,
****** Buttan
Global Traveler Resolutions Team
Customer Answer
Date: 07/01/2025

Complaint: 23521430

I am rejecting this response because this information is incorrect. I presented multiple credit cards and multiple valid forms of insurance including both insurance through credit cards and private insurance. They refused to accept these insurance because they wanted me to purchase theirs. The idea that I couldn't produce a valid credit card when the entire reservation made minutes before I arrived was on the ******************** I met the criteria for renting a car and they refused me service, they owe me a refund.

Sincerely,

******* *****
Initial Complaint
Date:06/20/2025
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.
1st problem The original problem that prompted me to contact Orbitz was I was not able to purchase a reservation with my Orbucks Rewards.A case was opened to investigate why? case # ********** 2nd problem.If you compare the Orbucks activity screenshot from the morning of June 11, 2025 @ 8:02 with the Screenshot from the afternoon of June 11, 2025 @ 2:40PM. There is $4,465.54 Orbucks missing that do not show up in the activity screenshot taken on June 11. 2025 @ 3:32PM I spoke with ******* Case #********** 2nd case June 11, 2025 @ 3PM It's been going on to 11 days an no progress or follow up from Orbitz as to who or how they are handling the problem. 3rd case July 17, 2025 @ time 11am ******** # ********** Spoke to Manual
Business Response
Date: 06/22/2025
June 22, 2025

Better Business Bureau
Chicago & N. Illinois
Complaint Department

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

Dear Better Business Bureau,

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

Orbitz is responding to the consumer complaint from *** ****** Rivera (BBB case number ********) regarding loyalty points with Orbitz.

Our records indicate *** ****** ****** has a registered account on ********************. We understand *** ****** Rivera is requesting to reinstate the loyalty point.
As our investigation concludes, we would like to inform *** ****** ****** that the Orbitz account registered with the email address *********************** currently holds Orbucks totaling USD *****. Additionally, based on the attachment shared by *** ******, it appears there may be another account registered under a different email address. We kindly request *** ****** to verify any other Orbitz accounts that he may have using with alternate email addresses to ensure that all available loyalty points are accessed appropriately.
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:06/16/2025
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.
Booked Air Travel on 1/29/25 Orbitz #**************, Aer Lingus 28DZNB for 3 people 4/10/25 called Orbitz to Cancel Flight as where we traveling there was too much unrest and being seniors we were very fearful. Was told I had to contact Aer Lingus direct. Requested voucher CASE #******** 6/7/25 Aer Lingus said booking did qualify for refund and to contact Orbit to cancel NIGHTMARE AND STRESS STARTS Several telephone call to both Orbit and Aer Lingus Aer Lingus said Orbit had to contact them with authorization and Orbit said they are not allowed to contact Aer Lingus I'm going around in circles and not able to get the refund that is approved. PLEASE HELP WITH THIS SITUATION AS WE ARE SENIOR CITIZENS AND GETTING A TOTAL RUN AROUND Appreciate and help can you give me
Business Response
Date: 07/17/2025
17 July 2025

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

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

Dear Better Business Bureau,

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

Orbitz is responding to the consumer complaint from Ms. ******** **** (BBB case number ********) regarding Aer Lingus flight.

Our records indicate on 29 JAN 2025 traveler made this reservation traveling from ****** to ****** on 27 Aug 2025 and return on 7 Sep worth *******USD along with insurance worth 380.67USD.

We are sorry for the hassle traveler had faced and we coordinated with the airline and were informed that the reservation has been cancelled. A refund voucher of approximately $2,902.59 has been issued, valid for travel completed within five years from today. The airline also confirmed that the traveler will receive the voucher number at their registered email address within 10 business days. When ready to use the voucher, the traveler will need to contact the airline directly.

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: 07/18/2025

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:06/11/2025
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 to ****** on May 9 through Orbitz and paid for seats both ways for two passengers. When I checked in, I did not have reserved seats. I had to buy them again. I have contacted Orbitz about this, but they refused to help at all or give a refund and sent me to *****************. According to *****************, they never received any money for the seats from Orbitz. In this process Orbitz was extremely unhelpful. They took down my information and gave me a reference number, but then did not get back to me for a month. I called them again and they couldn't even find my reference number.
Business Response
Date: 06/12/2025
June 12, 2025
Better Business Bureau
Orbitz- ******* & N. ********
Complaint Department

RE: BBB # ******** / Orbitz case 13442946

Dear Better Business Bureau,

Thank you for taking the time to contact Orbitz regarding a complaint received from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.

Orbitz is responding to a consumer complaint received from Mrs. ********* ***** (BBB# ********) related to a flight reservation with *****************. We are sorry to hear that she had to purchase the seats again.
Weve reviewed the case and was unable to find the itinerary in question with the email address provided. We request Mrs. ***** to share the itinerary number related to the issue, along with the registered email address for security and verification purposes.

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

Sincerely,
***** *******
Global Traveler Resolutions Team
Expedia Group
Customer Answer
Date: 06/12/2025

Complaint: 23454553

Here is the information that you requested from me in order to investigate my case:
Name: ********* *****
Email associated with my orbitz account: ***************************
Itinerary number: 73020324085878
I have also attached a copy of my itinerary.
Sincerely,

********* *****
Business Response
Date: 06/26/2025
June 26, 2025
Better Business Bureau
Orbitz- ******* & N. ********
Complaint Department

RE: BBB # ******** / Orbitz case 13442946

Dear Better Business Bureau,

Thank you for taking the time to contact Orbitz regarding a rebuttal received from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention.

Orbitz is responding to a consumer complaint received from Mrs. ********* ***** (BBB# ********) related to a flight reservation with *****************. We are sorry to hear that she had to purchase the seats again.

Weve reviewed the case and want to inform that, seat selection was not included in the reservation. According to the booking confirmation email sent to Mrs. ****** we have informed to her that she has to pay for seats. Unfortunately we are not able to offer any refund in this case because there is no error validated in this case.

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

Sincerely,
***** *******
Global *******************************************************
Customer Answer
Date: 06/26/2025

Complaint: 23454553

I am rejecting this response because: it's a blatant lie. The response said "seat selection was not included in the reservation" but I did select seats and more importantly I was CHARGED MONEY BY ORBITZ FOR MY SEATS. I have a charge on my credit card for the seats supposedly not included in the reservation. I have attached my receipt with a charge for seats as proof. Orbitz can't simply reply "seat selection was not included in the reservation" and then keep my money for the seats they failed to deliver. Or rather, I suppose Orbitz can. But I will never, ever use Orbitz again.

Sincerely,

********* *****
Initial Complaint
Date:06/11/2025
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.
Orbitz Itinerary Number: ************** Booking ID: KFZKB4 th problem here is I keep doing what they asked and will notting is getting no where! NOTE when I booked my husband **** ***** was in the middle of his name change. THE NEW NAME WAS GIVEN - - ********* ********* ******* and YET ORBITZ said it's easy to do name change for the airlines yet we been trying to get this done for almost a month! ORBITZ get your SH*T together and take care of this once and for all we have proved all the info what is your PROBLEM? WE HAVE GIVEN ORBITZ ALL THE **** YET ALWYS MORE EXCESSES ONE AFTER ANOTHER ! How would you feel if this company has done this to you ? SO ORBITZ do you lie to customers just to get their business and then S**** over or cheat ******* or exploit someone just to get their business?FIX the PROBLEM STOP making excuses ! How many times are you going to keep asking for this SAME info I have provided you with already ! ORBITZ you said it's easy to do so then do it already on all my air lines for this trip coming up in January and February 2025 ! STOP playing stupid as you don't understand and make it RIGHT with your CUSTOMERS already !
Business Response
Date: 06/13/2025
13 June 2025

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

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

Dear Better Business Bureau,

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

Orbitz is responding to the consumer complaint from Mr. ***** ***** (BBB case number ********) regarding name correction.

Our records indicate on March 25, 2025, the traveler made a flight reservation to travel from ************ to *********** via ****** on January 31, 2026, with ***************** for $732.76 USD. The return flight is scheduled for February 15, 2026, with ************** for $1,956.76 USD. We understand Mr. ***** ***** is requesting name correction for 1 traveler out of 4 travelers.

Traveler first contact was on May 30, the traveler contacted our frontline agent to request a name change for one passenger, from ********* W. ***** to ********* ********* *******, due to a legal name change. Our frontline agent successfully updated the name for the Delta flight, and the new ticket number was shared with the traveler via email.

Later, the traveler reached out again to request the name change for their ***************** flight. We gathered the necessary details and coordinated with the airline. With the airline's assistance, we successfully updated the travelers name from ********* W. ***** to ********* ********* *******. The traveler can contact our frontline team to obtain the new ticket number and airline reference number.

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:06/04/2025
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.
May 19, 2025 made a hotel reservation for **************** for 5/22-5/25. On 5/22/25 after several delays the airline cancelled the flight. While at the airport I called Orbitz 8:40pm (****) and told the Rep **** of the cancellation and request that my hotel reservation be cancelled. She assured me that it will be taken care of. A few days later I noticed an Empire charge on my CC for ****** I called Orbitz to inquire. They have been sending me emails about talking to the hotel back and forth. I called Empire ************ and they explained to me that Orbitz/Expedia had made me two reservations and only this one was cancelled. Conf *********. And ********* was not. Orbitz says they are not showing two reservations on their system. I did not give any CC information to the hotel, as Orbitz was the one I was doing direct business with. I am requesting the refund of the ****** for a no-show. Orbitz last case ID# given to me is ********. Important to note that I only made one reservation!
Business Response
Date: 06/06/2025
June 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 Ms. ****** ******* (BBB case number ********) regarding a flight booking.

Our records indicate that traveler booked s stay at ************ with Check-in on May 22 and Check-out on May ******* under the itinerary number **************. Traveler is looking for a refund of the penalty charged due to No-show.

Upon further research we found that the hotel has agreed for a refund of the cancellation penalty however, it was not processed due to some limitations. We have contacted the hotel again and the refund has now been processed to the original form of payment by the property itself.

We are sorry for the delay Ms. ******* had to encounter. The refund usually takes ***** business days to reflect in the account. We would also like to clarify that there are no duplicate booking for Ms. ****************** 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: 06/10/2025

Complaint: 23416905

To be clear, Orbitz last two emails directly to me was one on June 3rd stating, "Unfortunately, after multiple tries, we weren't able to obtain an approval from the property manager for a refund. This means the current rules and restrictions for your booking apply and a refund can't be granted."
Then on June 4th the other email was a request that was previously made of Orbitz and I fulfilled. It stated, "We have contacted the Empire Hotel and their asking for supporting documents to consider your request, but still it is not guaranteed. Be sure to hide any sensitive information like your credit card details or any other information you don't want us to see.
I have not heard back from Orbitz directly confirming a successful refund initiation. As of today 6/10/2025, The Empire have not issued the refund. While it may take 5-7 days to show up, I am holding the right to keep this complaint open until.

Sincerely,

S Lazarus
Business Response
Date: 06/20/2025
June 20, 2025

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

RE: Orbitz Case # ******** // BBB Case 23416905

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.

Thank you for forwarding the consumer rebuttal from Ms. ****** ******* (BBB case number 23416905). We regret to hear Ms. ****** ******* did not accept our resolution offered.

We have reviewed the documentation/new information Ms. ******* provided to further address her concerns. We have spoken with the hotel regarding the concern and were advised that the refund was processed on Jun 05, 2025 and it usually takes ***** working days to reflect in the account.

We request Ms. ******* to reach out to her concerned bank for more information.

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: 06/21/2025

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,

S Lazarus

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