Call #1: disconnected 15 min into "investigation"
Call #2: requested to speak with a supervisor; gave up after 65 min on hold

No surprise. Given their bumbling around in responding, I get the sense that Travelocity just has dropped the ball on these refunds.

My refund related interaction with Orbitz has been painful and non-conclusive to say the least...

MY FIRST E-MAIL: ...I cancelled these reservations before flying, and then returned the tickets to Orbitz by Federal Express. The tracking number was XXX XXX XXX. In the package with the tickets, I included a memo from Alitalia informing that these tickets were in fact refundable. Would you be able to let me know when the refund will be processed?

ORBITZ RESPONSE: ...With regards to your query, please note that refunds to your credit card take an average 1-2 billing cycles to process, i.e, around 30 to 60 days.

MY 2ND E-MAIL: ...Thank you. Can you confirm that the refund is being processed?

ORBITZ RESPONSE: ...To obtain a refund, first verify that you have a refundable ticket by calling CheapTickets (????) ... You must mail your paper tickets to the following address...

MY 3RD E-MAIL: ...Did you read the original correspondence? The tickets have been returned via Fedex with a memo from the airline indicating the tickets were refundable. I would simply like to know the status of the refund.

ORBITZ RESPONSE: ...With regards to your query, if the ticket is refundable, please note that refunds to your credit card take an average 1-2 billing cycles to process, i.e, around 30 to 60 days. We appreciate your patience.


(I backed off for a month off until today to simmer down about these idiots. The refund hasn't come through, so I'm back on it...)


MY 4TH E-MAIL: ...I am following up on a refund for said tickets...Can you confirm that the refund is being processed?....

ORBITZ RESPONSE: ...With response to your, a refund is usually processed within 3-5 business days and would be verifiable by your credit card issuing bank at this time. However, depending on the cut-off time of your billing statement...

MY 5TH E-MAIL: I am sorry, but you have not answered my original question: Can you confirm that the refund is being processed?

and on...and on...and on...


Have any of you had Orbitz issues?

Can these agents read...or write anything but canned responses? (I'm thinking no, because the last agent forgot to delete "FREE FORM - This category is to be used ONLY when you cannot find
a specific response." from the end of her response.)

After reading some of the posts that seem to indicate a very frustrating experience with some of the TA's getting a refund, I would like to make the following recommendation based upon my own experiences in the past:

1) Do not try to resolve anything with the generic email address. The email address needs to be of someone specific. Details on that in next steps. The emails some of you get are standard canned responses that the rep doesn't even read; they just slap on some boilerplate material and send off the reply. It is almost pointless, except to have a electronic trail of their ineptness that you can use against them.

2) Do call their 800 number and be prepared with all the details/documentation. When you get a CSR, be sure to get their name first and then politely inform them that you need to speak with a supervisor regarding your issue because it can only be resolved by them. Be prepared for a long wait (I have personally spent nearly an hour on the phone).

3) Once on the phone with the supervisor, get their name and try to work with that specific supervisor and document anything said, and ask if their is a case number and/or an email address of an individual to contact for follow up.

4) If no resolution is possible with CSR via phone, time to ratchet it up. Somewhere within this wonderful website are names/numbers/email addresses of executives for the related TA's. The execs you are looking for are either for VP of CS or Ops. You will need to email them detailing the ticket info as well as your ordeal, detailing the situation. I found that a call is generally more persuasive, but I do that as a follow up to the email, as well as a certified letter. You should include the supervisor's name, date and time that you spoke with. There is a good chance you still will not get a response.

5) Call the number for the corp. office that the exec is located in after a certain amount of time if no replies came from email/snail mail. You will, in all likelihood, get there assistant or screener. Refer to your email, and preferably also the letter that you sent certified. Once you get to that level, you should, in my experience, be able to get some leverage and action should start to occur.

I know that this is not how a refund should be processed and shame on the TA's to have there customers go through this. However, if you are determined to get your money back, this may be the only effective method. I know it seems like a waste of time, and in many views, it is, but that is a decision for each individual to make.

Good luck to those who still are in pursuit of a refund... I feel for you!

On a different Orbitz error-rate issue I had similar email "conversations." I complained to the BBB and got a human within 72 hours who had a resolution within 24 hours.

YMMV

On a different Orbitz error-rate issue I had similar email "conversations." I complained to the BBB and got a human within 72 hours who had a resolution within 24 hours.

YMMV

That's straight where I'm going with Travelocity next week. They've been non-responsive for those tickets which we're awaiting refunds.

I've had a few addtional fruitless e-mail exchanges with the "Orbitz TLC" team.

I'm not going to bother calling them -- if e-mail is offered as an option for addressing customer service issues, I'm going to hold them to resolving the issue through that medium. (Perhaps more important, I think a telephone conversation with a front line Orbitz agent might send me off the deep end.)

So, I've submitted my complaint to the BBB instead. We'll see what happens. :)

Sounds like more trouble than its worth

Pox on Orbitz

Double Pox on Travelocity

I finally got around to crediting the miles for this trip to my Delta account. I faxed a copy of the BPs and was given full credit for all segments including the MXP-LCA segments...

I finally got around to crediting the miles for this trip to my Delta account. I faxed a copy of the BPs and was given full credit for all segments including the MXP-LCA segments...

Including credit for the LCA-MXP segments?

But of course, got credit on LCA-MXP-LCA on both our trips, even the segments that we "missed" ;) Including credit for the LCA-MXP segments?

Yes, both ways- MXP-LCA and LCA-MXP. Though my BPs showed CY flight numbers, I did include my originial tickets which had the AZ Codeshare flight numbers on them.

Including credit for the LCA-MXP segments?

I've had a few addtional fruitless e-mail exchanges with the "Orbitz TLC" team.

I'm not going to bother calling them -- if e-mail is offered as an option for addressing customer service issues, I'm going to hold them to resolving the issue through that medium. (Perhaps more important, I think a telephone conversation with a front line Orbitz agent might send me off the deep end.)

So, I've submitted my complaint to the BBB instead. We'll see what happens. :)

Any luck yet with Orbitz? Travelocity seems a very unresponsive travel vendor -- unless you consider form letter responses that ignore the meat of the matter to be a "response". :eek:

Good timing for your post - Orbitzgate seems to be on the way to resolution. I received a response to my BBB complaint this morning, and Orbitz has committed to resolve this situation to my satisfaction.

Any luck yet with Orbitz? Travelocity seems a very unresponsive travel vendor -- unless you consider form letter responses that ignore the meat of the matter to be a "response". :eek:

Good timing for your post - Orbitzgate seems to be on the way to resolution. I received a response to my BBB complaint this morning, and Orbitz has committed to resolve this situation to my satisfaction.

Submitted my BBB complaint a few minutes ago. We'll see what happens.

Just received a reply from Orbitz via my BBB complaint:

"Your narrative concerning the events of your situation was forwarded to our office through our membership with the Better Business Bureau. I appreciate this opportunity to review and respond.

I reviewed your reservation history under Orbitz Locator xxxxxx and did see you returned your paper tickets to process a refund of your Alitalia Airlines tickets. I also noticed our ticketing department has sent your tickets to Alitalia Airlines to request a refund.

Please understand that Orbitz does not have your money, as you could see from your credit card statement, the charges came directly from Alitalia Airlines, and it will also be Alitalia Airlines who returns your credit. The normal processing time for Alitalia Airlines to process a refund takes between 2-3 months from the time they receive the tickets. However, we have seen it where Alitalia Airlines has taken up to 6 months to process a refund in some instances.

Mr. xxxxx, I certainly empathize with your concerns about the lengthy refund process, but please understand that it is on Alitalia Airlines' hands at this time for the refund to post to your credit card. "

______________________________________________


Is there any truth in that reply? I would think that the service fee I paid to Orbitz means that they would provide some follow up service.

This is unacceptable. 2-3 months maybe, but 6 months is overkill. We are nearing the completion of 2 months already. If that's the best the big travel agencies can do, something is messed up.

It certainly didn't take 2-3 (up to 6) months for the charge to post..... :td:

It certainly didn't take 2-3 (up to 6) months for the charge to post..... :td:

So it's correct that Alitalia needs to refund my $$$, not Orbitz? I think I'll still reply to Orbitz and find out what the status of my refund is. They should be able to contact Alitalia.

So it's correct that Alitalia needs to refund my $$$, not Orbitz? I think I'll still reply to Orbitz and find out what the status of my refund is. They should be able to contact Alitalia.

Travelocity gave us the same line that it's in Alitalia's hands, something that struck us as bizarre given that we returned the tickets to Travelocity as Travelocity required.

I was just making a (sarcastic) comment about how your credit card is charged immediately but when it comes to getting a refund there is a double standard of sometimes making the customer wait many months.

What does the charge on your statement show as? If I recall there were two separate charges- one from AZ for the ticket value, and another from Orbitz for the service fee.

Do I think Orbitz has an obligation to provide customer service and facilitate the refund? Absolutely. Do I think they will actually come through for you? Probably not- their actions (or lack of) so far have clearly set the tone...

Good luck.

So it's correct that Alitalia needs to refund my $$$, not Orbitz? I think I'll still reply to Orbitz and find out what the status of my refund is. They should be able to contact Alitalia.

If you call your credit card company and protest the charge you will not have to pay it until the situation is resolved. This takes months and by then you should be paid.

If you call your credit card company and protest the charge you will not have to pay it until the situation is resolved. This takes months and by then you should be paid.

I don't see how this will apply given that tickets were paid for over a year ago. :confused:

I don't see how this will apply given that tickets were paid for over a year ago. :confused:

Somehow I thought I was on the "UA Biz class fare to AKL" thread (just got back from a weekend DO in MEL and still a bit groggy). My advice works there and would have worked here, just a little late. Sorry folks. My sympathies. But I do suggest my approach for future delays.

I requested a refund from Nicola several months ago and have not received it yet. Is this standard? How long did it take others?

Travelocity gave us the same line that it's in Alitalia's hands, something that struck us as bizarre given that we returned the tickets to Travelocity as Travelocity required.

After a monumental multi-month battle I finally got my refund from Travelocity.
During the last call I managed to get a sympathetic floor supervisor (remote Indian floor that is) who after failing to track my ticket by trip ID and ticket #, managed to locate it through ticketing(?) desk and personally process a refund. She took my CC#, address, original trip details etc and the credit posted 3 days later.
This makes 1:20 ratio of competence:cluelessness at travelocity in my experience. YMMV.

After a monumental multi-month battle I finally got my refund from Travelocity.
During the last call I managed to get a sympathetic floor supervisor (remote Indian floor that is) who after failing to track my ticket by trip ID and ticket #, managed to locate it through ticketing(?) desk and personally process a refund. She took my CC#, address, original trip details etc and the credit posted 3 days later.
This makes 1:20 ratio of competence:cluelessness at travelocity in my experience. YMMV.

Thanks for the update. 1/20 is a sign that Travelocity needs to tighten its ship.

If You Cant Get Your Refund- There Are Creative Ways To Get The Mileage Posted To Your Airline -if Youve Taken At Least One Of The Trips. (faxing Your Boarding Card And Ticket Reciept). Think About It For A Moment. C&P

Travelocity is now refusing to refund the tickets on the basis that it's over one year since ticket issue date. When it was pointed out that there is a record that it was received for by them prior to ticket expiration date, they create other excuses. The other excuses included that the tickets were not rebooked after Alitalia cancelled out the reservations, something they apparently weren't aware of.

The Travelocity Gnome should be replaced by a Travelocity clown. :td: :td:

The other excuses included that the tickets were not rebooked after Alitalia cancelled out the reservations, something they apparently weren't aware of.

If AZ canceled the reservation and not rebooked, then wouldn't you get the refund? I do not understand Travelocity's reasoning.:td:

If AZ canceled the reservation and not rebooked, then wouldn't you get the refund? I do not understand Travelocity's reasoning.:td:

They asked other stupid questions too. One example: "were the returned tickets used in part or in whole?". Obviously they were unused tickets that were returned for a refund, particularly as all the original paper ticket coupons that Travelocity printed out were back in Travelocity's hands. They don't apparently know that the tickets were back in their hand before the ticket expiration date, and that's despite having been sent several emails and having discussed the matter over the phone near a dozen times, including noting the FedEx tracking numbers and the date/time and name of the person at Travelocity's facility who signed for them.

Travelocity really has some clueless people and needs to run a tighter ship.

Travelocity says they will call back, but never did after the last call. They seem to have no interest in resolving the matter. The power of their overseas call center that Travelocity uses for their so-called VIP customers. Ridiculous that more than two months after that Travelocity still can't give a straight answer.

Travelocity says they will call back, but never did after the last call. They seem to have no interest in resolving the matter. The power of their overseas call center that Travelocity uses for their so-called VIP customers. Ridiculous that more than two months after that Travelocity still can't give a straight answer.

Are you still trying to get this thread up to 10k posts on your own? :)

Okay, I'll pad one on to the thread that can't seem to die!

My only issue I have left with my tix is getting NW to post one TATL seg. Glad, so glad, I never had to deal with The Gnome.

Are you still trying to get this thread up to 10k posts on your own? :)

:D No, 900+ posts won't happen, at least not by virtue or vice of me.

It's just that this ticket refund process is just what it is for some of us: no refunds yet. :(

FWIW, my BBB-assisted Orbitz refund came through today.

Thanks for the update. 1/20 is a sign that Travelocity needs to tighten its ship.

Based on my experience, that's an improvement for Travelocity. :p

Sorry to hear that people are having refund issues; my refunds came through after about three months worth of phone calls to the Travelocity "VIP" line. Good luck!

:D No, 900+ posts won't happen, at least not by virtue or vice of me.

It's just that this ticket refund process is just what it is for some of us: no refunds yet. :(

Oh, trust me, I feel your pain. Many of the online TA's are such a pain to deal with. I refunded one of the LAX-AKL tickets via Orbitz, and I got all sorts of BS about just being able to apply the price of the ticket to another itinerary, less a refund fee, etc. Luckily, I spend too much time on FT, so I know the rules. :)

I took my two YYZ-LCA trips, so luckily I didn't have try and refund the CheapTickets that I had bought.

Got my refund a few days ago. Orbitz replied to my last BBB statement basically explaining how travel agents work and that the refund is in the hands of Alitalia. However, they also gave me 2 $25 vouchers for the next time I book plane tickets on Orbitz. Then I got the refund, though it appears from the reply I received that the refund would have come at the same time whether or not I had complained to the BBB.

I mailed the tickets to Orbitz a few days before the refund deadline and got the refund in mid-June, over 2 1/2 months later. While that's bad, it appears I'm still better off than some other FTers.

Now if only one didn't need to complain to the BBB in order to get an adequate reply.

Can someone please tell me if I, as a non-US citizien or resident, can get the help of the BBB, and if so, how?

Thanks.

Can someone please tell me if I, as a non-US citizien or resident, can get the help of the BBB, and if so, how?

Thanks.

I filed my complaint, albeit from within the US, on http://www.bbb.com/. I would think you would be fine.

What is the latest update with those who had not received their refunds as of a couple of months ago? Any luck in getting the matter resolved?

Do we have a grand total of tickets used on this fare? I used 5.

Sorry to bring up such an old thread, but I was just curious if there were any refunds still outstanding... Bueller?

Die thread, die!

Sorry to bring up such an old thread, but I was just curious if there were any refunds still outstanding... Bueller?
Actually, yeah. I asked for the refund a few weeks/days before the 1 year date. I got something in the mail saying it was being processed or something, but I never got the refund. Any ideas what I should do?

Sorry to bring up such an old thread, but I was just curious if there were any refunds still outstanding... Bueller?

There are at least several tickets that are outstanding for refund.

alphaeagle is not alone.

Actually, yeah. I asked for the refund a few weeks/days before the 1 year date. I got something in the mail saying it was being processed or something, but I never got the refund. Any ideas what I should do?

Did you send those tickets to Travelocity, some other online travel agency or to Alitalia yourself for refund?

Just in time for Halloween... it's alive!!! :D

Did you send those tickets to Travelocity, some other online travel agency or to Alitalia yourself for refund?
The Alitalia guy in New York.

Just in time for Halloween... it's alive!!! :D

"They're backkkkkkkk." :D

The Alitalia guy in New York.

Where did you buy the tickets from if not from Alitalia's website itself?

If I am not mistaken the AZ contact in NYC received some of the tickets too late to authorize them for a refund.

Did you send them by some kind of registered courier/mail to know the delivery time/date?

Where did you buy the tickets from if not from Alitalia's website itself?

If I am not mistaken the AZ contact in NYC received some of the tickets too late to authorize them for a refund.

Did you send them by some kind of registered courier/mail to know the delivery time/date?
I sent it via Fedex Overnight delivery something like three weeks before the deadline. I bought the tickets from cheaptickets.com but had them exchanged by the New York office for a date change.

I'm sorry, but I wish nothing but wickedly bad luck on anyone who continues to post on this thread....while it might have been a great fare...get a life.

Stop posting on this thread.

Halloween curses don't scare me. :D

People are going to post in search of outstanding refunds on these tickets. There is nothing wrong with that. It comes with the territory, especially when the ticket was sent in on time and still not processed for a refund.

Is there an article that was published about this fare?

I'm writing a research paper on mistake of value and enforceability of contracts. If anyone has any articles on this mistake I would appreciate you posting or PM me.

Did you all get your money back??