Complaints

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:03/31/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  below is the time line. 1) myself and my traveling party arrived at the Europcar in ************** the day I had pre rented the vehicle via Orbitz (March 3). We arrived at noon and not 10:30 am. However, our reservation was to pick up the car on March 3 and drop it back off approximately five days later. 2) We were told by a ******** worker named ****** that we were no shows and that they had rented the car and no other car was available;3) I asked how we could be no shows and they said it was ********* policy. I asked to see the Term and Condition that they can give away any car after an hour and they said they didnt have to show it to me in my contract (I checked my booking on Orbitz and ********* website, there is no such term and condition)4) before kicking us out, they said that I could rent a car from their friend a local rental car company, not ******** for $200 ($500 total) more than I rented through orbitz but that they would not give us a refund and what we had pre payed would not go towards that rental (they were gonna keep our money). This is fraudulent behavior that, based on the reviews I have seen for this particular rental in this particular city, is common. I can confirm it with four affidavits. Orbitz should delist them and not perpetuate fraud on its customers based on my experience and the ****** reviews that confirm this is a common practice at this ********. I have reached out to Orbitz and have only received automated messages saying I was a no show. I have repeatedly pointed out that I showed up, have shown them the term and condition from Europcar, and they also refuse to tell me what T&C I violated. They finally said because I did not arrive at exactly 10:30, I was marked as a no show and Orbitz supported that. I not only want a refund, but I want this Europcar in ************** delisted from Orbitz.

• Initial Complaint

  Date:12/23/2024

  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.

  We had a package trip to *********** booked through this service. Names in reservation are ***** Shershon and ****** ******. Confirmation number is JTKOAI.Unfortunately trip had to be canceled the last moment due to medical condition that occurred shortly before the flight. I have supportive medical documents in case if we need it. When the party was contacted regarding refund of funds or at least equal credit for future trips, we never received appropriate professional assistance. The operator referred us to ******* company to get refund and also didn't provide any assistance with the hotel refund. ******* representative later explained that this situation has to be handled through Orbitz since they were the party that processes payment. The issue still hasn't been resolved and it feels like we've only been kicked around different departments with no result.

  Business Response

  Date: 02/03/2025

  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 ********) regarding a package booking. We understand Ms. ******** requesting a refund due to the reservation being cancelled because of the medical issue.

   

  Upon further research, we are unable to locate an Orbitz account related to Ms. ********'s complaint. We respectfully request that Ms. ******** provide us with the email address used to book the reservation and the itinerary number. The requested information will enable us to appropriately address Ms. ********* concerns.

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

   

  Regads,

  ****** *****

  Global Traveler Resolutions Team

   

  Kind Regards,

  	***** *******
  	Traveler ********************** Escalations
  	Global Escalations-Offline
  	Email:*********************************************************************************************************************************************************************************************************************************************************************
  	*********************************

  

  Customer Answer

  Date: 02/03/2025

   
  Complaint: 22725442
  
  I am rejecting this response because:

  Business requested additional information to assist further 

  To Whom It May Concern, 

  Emails that might be associated with booking are ********************** or ********************************. 

  
  Sincerely,
  
  ***** Shershon

  Business Response

  Date: 02/05/2025

  05 February 2025
  
  Better Business Bureau
  ******* & N. Illinois
  Complaint Department
  RE: Orbitz Case # ********
  
  Dear Better Business Bureau,
  
  Thank you for forwarding the consumer rebuttal from Orbitz (BBB case number ********). We regret to hear Ms. ******** did not accept our resolution offered.
  
  After reviewing the documentation, we were able to locate the booking and account details for Ms. ********.
  
  Upon review, we can confirm that Ms. ******** booked a package with JetBlue, which included a hotel reservation at *************** PR under itinerary ************** for ******** USD. We understand that Ms. ******** is requesting a refund due to a medical issue that prevented her from completing her reservation.
  
  After thorough research, we can confirm that Ms. ******** contacted our frontline team to request a refund. Our team reached out to the hotel to inquire about a refund as an exception and were informed to share the medical documentation for review.
  
  Furthermore, regarding the flight booking, Ms. ******** did not cancel her flight before the departure, resulting in the reservation being marked as a no-show. According to the airline's policies, tickets are non-refundable in the case of a no-show. However, we also contacted the airline to check for any exceptions, but our request was denied, stating that no exceptions could be made in the case of a no-show.
  
  We kindly request that Ms. ******** provide us the medical documentation. With this information, we can reach out to the hotel so they can review it and determine if a refund is possible in this scenario.
  
  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: 02/06/2025

   
  Complaint: 22725442
  
  I am rejecting this response because:
  

  First of all, thank you for cooperation and your response. I attach my sensitive medical information and hope my information will be handled carefully according the US policies on this behalf. I had an injury which can cause unexpected pain that painkillers are unable to handle and now i am waiting for my surgery, so unfortunately I had to cancel my first in a long time vacation doluring this terrible situation. 

  The second, I disagree with everything that is resolved with JetBlue, I sincerely regret that I considered this customer unfriendly airline as my favorite and have been supporting this disrespectful business out of my pocket for a long time! I feel like Orbitz and BBB have to advocate here on my behalf since as a customer I don't have to know how to correctly follow their prossedures especially experiencing strong sharp pain in the neck and right shoulder. The records should show that I got my boarding pass, we were in front of the gate, the airline representative wrote phone numbers and instructions on the boarding pass by her hand. How would I possibly know that she didn't cancel us in the system and that she didn't provide the correct information? This is the problem of ******* that they can not train their employees regarding their policies. If their own stuff doesn't know rules, how am I supposed to know it? 

  Since it all took place at the airport in front of the gate under security cameras, the denial of resolving this issue can force me to resolve it with authorities and I'll have to sick protection of my consumer's rights in court. 

  Also, I gave jetblue a call as I was advised by orbitz representative, escalated to supervisor, but she told me that since orbitz was the one who processed payment they are responsible for refund and that ******* only receives checks from Orbitz. I don't know if it's true or not but this is smth that I was told and it looks like I am still being kicked between two huge businesses that can not properly realize their own policies.

  We talk not only about refund, but I became a victim of poor service and lack of responsibility of two giants, so now I have to spend my time to prove my words and rights.

  If this communication goes further I am able to provide links and quotes of federal and local official documents that support my position. 

  Sincerely,
  
  ***** Shershon

  Business Response

  Date: 02/11/2025

  05 February 2025
  
  Better Business Bureau
  ******* & N. Illinois
  Complaint Department
  RE: Orbitz Case # ********
  
  Dear Better Business Bureau,
  
  Thank you for forwarding the consumer rebuttal from Ms. ******** (BBB case number ********). We regret to hear Ms. ******** did not accept our response offered.
  
  We have reviewed the documentation Ms. ******** provided to further address her concerns.
  
  We have contacted the hotel and shared the medical document for review. Based on this, the hotel has offered a credit for 2 free nights. The new travel must be completed within the next 6 months. These credits are provided directly by the hotel. To use them, Ms. ******** needs to reach out to the hotel and share the original booking confirmation. The hotel team will assist her in booking the reservation with 2 free nights. The booking confirmation number is *********. She can also provide the traveler's name, ****** ******, along with the original travel date, December 13, 2024.
  
  Additionally, we asked the airline to consider a refund exception due to a medical issue. However, the airline denied our request, stating that their policies do not allow refunds or credit in case of no-shows. Ms. ******** reached out to our frontline team to cancel her reservation, but the reservation was no longer available for cancellation due to the flight's departure. To avoid a no-show, the reservation should have been canceled at least 3 hours before the flight's departure.
  
  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