Complaint Review: Orbitz.com - Internet

Krista,
I wish you and your co-worker would have responded to my posts through Rip Off Report as I tried finding a response from Orbitz on the Illinois BBB as requested and CANNOT find a way to find her response.  Please have Lynne email me a link as I have requested to her response to me or email me or call me at the email address you have and or phone number I have provided you. 
Jeff Donovan



Dear Mr. Donovan,

My co-worker Lynne Ellis has responded to your
concerns through the Better Business Bureau. Please respond to her with
your further requests as she is handling your case.

Sincerely,

Kristi

Hi Krista,

This is the first time I've had an opportunity to spend even more time
trying to resolve this matter.  Frankly, I've invested far more time
than I should because every minute I invest in responding is a minute
I'm not getting paid for work I do for clients.  That is why I'm asking
for the $250 bundle instant code discount I never got that you owe me
and also, a travel certificate for future travel (for the time I invest
which now is more than five hours of calls and emails to date) through
Orbitz for the time I'm investing to resolve this issue.  My billing
rate for clients is $150 per hour so it would be wise to resolve this
sooner than later not to mention the good will Orbitz is loosing the
more they drag this on without resolution.  I posted my original
complaint to nine different sites online and I will again if we can't
quickly resolve this. I can assure you a resolution as I am proposing is
far cheaper than the current and future Orbitz negative good will.   
  



The email below is from Orbitz (after I came home that I requested) as I
asked them to show me the $250 instant code discount was deducted from
the bundle.  It WASN'T and this proves it to me.  I would have NEVER
spent $780.42 for Comfort Inn Suites (plus $42 per night more once I got
there for energy, maid, and other fees per night).  This is $235 per
night.  I could have and would have stayed at Atlantis for $199 per
night (stay four nights at the Beach tower and get the fourth night free
- direct from Atlantis).  I could have booked the flight for the
$707.20 for my wife and I independent of adding a hotel.  I added the
Comfort Inn Suites because when I chose the flights, it prompted me to
"add hotel" and when I reviewed the choices, there was a option to
choose Comfort Inn Suites and "when both air and hotel booked at the
same time", it offered a $250 Instant Promotion Discount Code".   This
netted my cost to $172.50 per night and included breakfast each morning
and use of Atlantis water park per the info on your site through it was a
short walk away and did NOT have any views like we would have got had
we booked hotel direct with Atlantis.  After I selected the Comfort
Suites choice and bundle and went to pay, and enter the Instant
Promotion Code Discount of $250, I tried applying each of the two codes
and neither worked.  Now I was in a real dilemma.  If I didn't continue
forward, I would likely loose my air fare as Orbitz said "only two left"
so I wasn't going to risk loosing my good deal on air.  I called and
talked with a representative at Orbitz and they said it may be a
computer problem, yada yada yada, and said they would work to resolve
and go ahead and process bundle.  I did and to date, then and now, I
have never been given the $250. 



I called customer service (this from my original complaint) and was escalated a few times finally to
a supervisor named James (said his supervisor id is MHT) and this
supervisor gave me three different stories, all bogus, and not willing
to provide any documentation for his statements.  First he said that
"Instant Discount codes were for a future Bahamas trip I need to book
and use", then I argued with him and he said, "your $250 discount was
already taken off your total package"...I then proceeded to request a
copy of the details showing me $250 taken off my hotel portion or the
package and he said he couldn't show it to me but it was there"..



I
called him a liar when he said he couldn't or wouldn't provide the
details and third, he told me that the $250 was taken off when Orbitz
and Comfort Inn Suites negotiated a special price between them and the
$250 was taken off before I saw the $1472 total price" and I told him,
then why do I get a promotion code when I go to pay.  This supervisor
and the culture of everyone I spoke with is incompetent and not only
that, willing to insult my intelligence with stories that make no
reasonable sense. I asked James if he is willing to have Orbitz loose me
as a customer for $250 and he said, "do what you have to do, we respect
that".




I told him I hope Orbitz fires him...he's a liar, he gave me three
different stories, and either he is to blame or Orbitz is to blame for
creating a culture of lieing to the public, first with the deceptive ads
and then with customer service that is told to tell the customer
whatever they want to get them to go away.  I HAVE RARELY BEEN SO MAD IN
MY WHOLE LIFE.  I have been self employed for more than 25 years and
cannot understand how a company can stay in business with these kinds of
practices. 



This email of at least a breakout of the hotel and air shows what I was
charged from each.  James refused to send this so I called the bundling
department back and a different representative agreed and emailed it to
me. 





Hello Jeff,



It is our understanding that you have requested an
itemized cost breakdown of your Flight + Hotel package locator GIZEG5.
While we do not have a way of breaking down the individual components,
our best estimate is the following:



Flight $ 707.20

Hotel $ 780.42



The total cost of $ 1487.62 for this pre-paid reservation was paid in full on 2011-12-24. Thank you for your payment.



Please
note Orbitz Flight + Hotel packages are priced and presented as a
bundled package, and Orbitz will be unable to provide you with a receipt
for the individual components in the future.


gain, thank you for choosing Orbitz .

OrbitzTLC


Note: Replies to this mailbox are not monitored
 



[---001:001377:11036---]

Hi Jeff,

My name is Kristi and I am part of the Orbitz Customer Relations Team.  We want to learn more about your experience so that we can address the issues.  Please email us at [email protected] and enter my name in the subject line, so that I can investigate further.

Please include the Orbitz record locator for this booking and your e-mail address your Orbitz account is registered under.

Thank you for your patience, and I look forward to hearing back from you.

Sincerely,

Kristi
Orbitz Customer Relations
Chicago, IL