Orbitz

Initial Business Response /* (1000, 5, 2014/12/15) */
Dear Ms.[redacted]
The Revdex.com has shared your recent correspondence pertaining to the error regarding the credit card for an exchange of dates. I appreciate the opportunity to review your account and respond to your...

concerns.
From your complaint, tickets were booked on October 29, 2014 for travel on November 16, 2014. The tickets were booked using the credit card of Mr. [redacted] On November 8, 2014, you contacted customer service to change the date of the ticket, being advised the fees associated. The concern was the form of payment for the exchange; you specifically asked for the credit card of Mr. [redacted] not to be charged; the changes would be made to your card. This, however, was not the case. You are asking Orbitz to refund the amount due to the error. Furthermore; your perception of Orbitz has become discontented due to the service you have received.
Ms.[redacted] I do understand your concern in this matter; as airlines continue to add various charges in order to maintain costs; travel can be a hectic experience, and Orbitz does try to meet the expectations of our customers with current information along with knowledgeable and comprehensible staff.
According to the documentation, there is nothing mentioned regarding the change of payment for the transaction.
Regrettably, I am unable to review the call which took place on November 8, 2014; calls are maintained for a 30-day timeframe, as the call was made on November 8, 2014 the last day to review was on December 8, 2014.
Due to the escalation along with the lack of documentation, Orbitz will honor your request for the refund. The amount of the cost was $536.22; this is the airline imposed fee of $200 per ticket for the exchange and the $53.11 fare difference. The amount per ticket was $253.11.
The contact center has offered a $90 voucher on December 10, 2014; I will surrender this voucher to the card ending in[redacted] This will process today, December 15, 2014. Please allow 3-5 days for the credit to appear on the statement.
With the voucher surrendered the remaining amount is $446.22.
Orbitz will refund this amount to the identical card; this will process today, with the same timeframe. Both credits will appear as Orbitz, not [redacted].
We take our customers' comments very seriously, and I thank you for your honest feedback.
Ms.[redacted] we thank you for bringing this matter to our attention. Your business is truly valued, and we hope you will provide us with a future opportunity to serve you with your travel planning needs.
Sincerely,
[redacted]
Orbitz Customer Relations

I booked a trip with orbitz to go to Brazil and wasn't told you need a visa ahead of time. I had to call several times to get them to cancel and book a different flight. Every time I called they directed me me to a different agent and always told different information. We had to pay $400 to the airlines and then was informed that we would leave by Friday but a 1215 and be there Thursday, we asked again to make sure cause we could take off work any sooner. We got to the airport to find out we missed our flight and had to pay another $300 and to work it out with orbiz. This has been the worst experience ever and I fly often. They didn't want to give us our money back of the 1000, and we had to call and fight with them to get that. It is unfair and feel like orbiz should pay us back for the $700 extra we paid.

May 3, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O-[redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and...

concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a hotel reservation. We understand from Ms. [redacted]’s complaint she is requesting a refund of the unutilized hotel reservation. On May 2, 2016, we contacted Ms. [redacted] to acknowledge receipt of the Revdex.com complaint but were but were unable to reach the customer.Our records indicate on April 15, 2016 the customer self-booked a hotel reservation for two travelers using Orbitz.com. The customer purchased a one night hotel reservation at The [redacted] Place, Boston, checking in on April 19, 2016, and checking out on April 20, 2016.Our records reflect that this complaint was resolved on April 26, 2016 with a full refund of $280.69 being processed to the customers original form of payment. The time it takes the refund to post to the customer’s account depends on the time it takes the Ms. [redacted]’s credit card company to process refunds.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,[redacted]Tier 3 Customer Service

September 5, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #[redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the...

comments and concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from Ms. [redacted] complaint she is requesting compensation due to an agents error when changing her flight reservation.Our records indicate on August 21, 2016 the customer self-booked a round-trip flight reservation that was operated by [redacted] Airlines Brasil, departing from Brasilia to Natal on September 4, 2016 and returning on September 7, 2016.On August 29, 2016 the customer called Orbitz to change her flight reservation. Per documentation the customer only wanted to change the departure flights time and leave the return flight as is. After reviewing the customers flight details we are able to verify that the agent changed the customers departure and return flight. We would like to apologize for the inconvenience Ms. [redacted] experienced, and our regrets that we are unable to offer a more satisfactory solution to this problem. It is disheartening when our clients feel that we have not met the standards to which we hold our organization and employees, as we attempt to provide the most efficient, quality service available.We are able to confirm that this issue was resolved as of August 29, 2016. The customer called customer service when realizing that her return flights were incorrectly changed. The customer was able to be assisted by our corporate customer service agent who changed her flight reservation and refunded all penalties due to the inconveniences. At this time we are unable to compensate the customer further.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,[redacted]Tier 3 Customer Service

July 22, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted]Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret to hearMs. [redacted] did not accept our response and/or resolution offered.On July 20, 2016 we contacted Ms. [redacted] via phone due to her requesting to cancel her flight reservation in her first Revdex.com complaint. Upon speaking to Ms. [redacted] she advised that she still wanted to use her flight reservation. Due to this we are unable to offer a full refund to the customer. Also, as previously advised by Ms. [redacted] she only was charged $91 to change the reservation as the $400 was refunded.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,[redacted]Tier 3 Customer Service

August 15, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted]
Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret to hear Mr. [redacted] did not accept our response and/or resolution offered.We would like to apologize for the inconvenience Mr. [redacted] have experienced, and our regrets that we are unable to offer a more satisfactory solution to this problem. At this time we are unable to offer further compensation.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,[redacted]Tier 3 Customer Service

I booked an international flight with multiple airlines with Orbitz, returning 6/1/15. When I was leaving from Warsaw Poland, the first leg of my trip back to the US turned out to have no ticket number and wasn not issued at all. (I did ultimately did get on that flight only with almost 2 hours of pleading and arguing and finally rebooking entirely.) Orbitz refused to take any responsibility and customer service is a joke. (They should not be allowed to use the words customer and service in the same sentence at Orbitz.) Do yourself a favor and find any other company to book a trip. You may find yourself without any flight at all as I did.

The Best Price Guarantee claim that Orbitz has is misleading to customers. I booked international flight tickets through Orbitz as I used them multiple times in the past, although there were lower prices elsewhere. So I submitted a best price guarantee claim as follows:
-Could not submit the night of the booking due to a glitch in their submission box
-Submitted it the next morning after speaking with an agent
-Their policy says you get a response within 48 hours, although the deadline for ticket cancellation with no charge is within 24 hours
-They kept saying that's their policy and were quite willing to cancel the tickets
-I called them 3 times in total to try to get a decision quickly, last of which while being placed on hold for 30+ minutes to get approval for the refund amount of ~$150 (for 5 tickets) but the agent said she had all the information needed
-I had to hang up to get an e-mail the next morning, ~1 hour after my 24-hour cancellation deadline, saying that they can't confirm that my screenshot was for 5 tickets and I would need to resubmit the claim

So I got stuck with the tickets that were the same price as the airline anyway as I was trying to be loyal to Orbitz. In the future, I plan to get the best price and won't stick to Orbitz after this experience.

Orbitz is fine if you simply book a reservation. But if you need any changes you may be in for a real headache. The customer service has very little power to provide true customer care. I spent 2 hours and 45 minutes trying to add an additional night to a reservation and was never able to do it after 5 phone calls. I was given nothing but a hard time for my efforts. Horrible experience that I don't even have the time or desire to explain here. I called and left two messages for someone from their corporate office to call me so I could give them feedback on why my experience was so bad but was never called back. I am a Director of Quality at a hospital and I know customer service well. This company does not have good customer service.

December 28, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the...

comments and concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from the customers complaint they are requesting compensation as they did not receive premium economy seats.Our records indicate that on February 3, 2016 the customer self-booked round trip flight for one passenger on Orbitz.com under itinerary [redacted]. The customers flights were operated by [redacted], departing from Chicago, IL to Chengdu on May 9, 2016 and returning on August 18, 2016. The customer purchased Economy / Coach class tickets.Our records also indicate that on February 3, 2016 the customer self-booked round trip flight for one passenger on Orbitz.com under itinerary [redacted]. The customers flights were operated by [redacted], departing from Chicago, IL to Chengdu on May 9, 2016 and returning on August 18, 2016. The customer purchased Economy / Coach class tickets.Our records confirm that on February 9, 2016 the customer was contacted by our corporate customer service agent and advised that the tickets were originally purchased in Economy / Coach class and we are unable to upgrade these tickets to premium economy as the airline carrier did not permit it. Due to this we are unable to provide compensation.We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

Initial Business Response /* (1000, 5, 2014/07/15) */
Hi Ms[redacted]
Thank you for contacting Orbitz via the Revdex.com. We appreciate the opportunity to review and respond to your request.
I understand that you have a Car Rental Reservation, booked via Orbitz...

representative, for rental pick-up in [redacted]. However, the arrival of your flights is after the closing time of the Rental Location. Therefore, you're requesting Orbitz either pay to change your flights or reimburse you for the difference in Car Rental Cost.
Ms[redacted] regrettably we are not able to honor this request.
Please understand, according to our records, your reservation is upcoming, on July 25, 2014. No monies were prepaid for your rental. Payment is due at the location. Further, we found that your airline tickets were self-booked online prior to your Rental Reservation booking date.
Ms[redacted] respectfully, our customers are responsible for ensuring self-booked reservations are coordinated. Orbitz does not review separately booked reservations; unless requested by the traveler. While I understand your frustration, Orbitz does not reimburse for known expenses, yet to be incurred; nor do we provide refund for monies we do not collect; such as airline change fees or airfare. I apologize for any disappointment.
Please know you are able to cancel your Car Rental Reservation, at no cost; as no payment was collected at the time of booking. Regrettably, Orbitz must deny your request for refund, reimbursement or compensation for any changes to either itinerary. I wish our response could be more favorable.
Thank you for sharing this concern. Please be assured Orbitz values your business and we hope to have future opportunity to restore your confidence in our service.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (3000, 7, 2014/07/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I talked to the operator for Orbitz I had the funds to pay for a more costly car, but Eden said they would wait for me, so I took that money and allocated else where; I'm not rich so there is no extra money in my wallet, once it's spent it's spent and I fault Orbitz for that; I wish I had known they were not trust worthy, I would have kept my money longer and could have rented a car at a rental place that would be open until twelve. that's what I get for being trusting. I won't be dealing with Orbitz or their affiliates.
Final Business Response /* (4000, 9, 2014/07/27) */
Mrs[redacted]
Thank you for your response. If I properly understand your concern, the contact with Eden was July 1, 2014, and the Car Rental Reservation in question, [redacted] was cancelled July 18, 2014 - prior to travel July 25, 2014.
On July 11, 2014 you were advised that the Car Rental Reservation was able to be cancelled without any penalty; and new reservation booked, as desired. There was no payment made to Orbitz or Payless at the time of booking. Your self-booked trip was scheduled to arrive [redacted], July 25, 2014. Orbitz is not responsible for "upcoming" expenses, for transportation. While both Car Rental Reservations were cancelled prior to travel, both required payment from the customer to the supplier. No Orbitz payment was due - no Orbitz refund is possible.
Please understand, per review, I found the customer was fully aware that no car service was available and the hotel in the area did not offer shuttle. Further, I found that self-booked Car Rental Reservation - for Dollar, PBORBXXXXXXXXXX, was cancelled prior to contacting Orbitz. Unfortunately, while I can understand your frustration in this matter - Orbitz is not responsible transportation expenses.
Mrs[redacted] your flight was self-booked June 22, 2014. The late arrival of the Jackson flight and lack of available airport transportation, are not within Orbitz control. Further this condition were known well in advance of travel commencing July 25, 2014. Orbitz is not in a position to reimburse for known expenses.
I wish our response could be more favorable but Orbitz is not able to provide refund for monies we do not collect and/or for expenses associated with self-booked travel.
Thank you for providing an opportunity to review your concern.
Kind Regards,
[redacted]
Orbitz Customer Relations
Chicago, IL

Dear Mr. [redacted] The Revdex.com has shared your recent correspondence pertaining to your voucher in reference to Orbitz confirmation number...

[redacted].  I appreciate the opportunity to review your account and respond to your concerns. I have reviewed your reservation history to better understand the nature of your concerns.  Upon reviewing your account, our records show that Orbitz issued a voucher in the amount of $200.00.  However, you did not receive an email confirmation.  I apologize for any inconvenience. As a gesture of our sincerity, Orbitz would like to offer you a $200 USD future travel voucher on your next prepaid Orbitz.com airline, hotel or vacation package booking.  Our voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needs. Here are the instructions for the future travel voucher: When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [email protected].  Please reference case number 5612741 and my letter offering the $200 voucher in your request.  Orbitz will then issue a credit to the card used for the new booking.  This offer is valid for one year from the date of this letter, until January 4, 2017. Mr. [redacted] thank you for bringing this matter to our attention.  We value your business, and hope you will provide us with a future opportunity to restore your confidence in our products and services. Sincerely, Luisa [redacted] Orbitz Customer Relations Chicago, IL

Initial Business Response /* (1000, 5, 2015/03/23) */
Dear Mr.[redacted]
The Revdex.com has shared your recent correspondence pertaining to the change fees associated with an airline ticket. I appreciate the opportunity to review your account and respond to your concerns. My...

understanding is that you booked a ticket for Turkish Airlines with Orbitz on January 21, 2015 for travel on April 19. 2015. At a later date, you wanted to have your two sons travel along with you.
You contacted us by phone, and the agent advised you that the best option would be to cancel the original booking and make a new reservation with all three. They also advised that you could use your credit from the original ticket and apply it to the new ticket. After you agreed to do this and pay the change fees, they agent came back on the line to advise that they could not apply the original credit to a new booking for all three passengers. When you stated that you only agreed to cancel because that is what the agent advised you to do, they admitted giving you the wrong information. They did, however state that they would not be able to waive the change/rebooking fees for your ticket..
On behalf of Orbitz, I apologize for this inconvenience and the misinformation your received over the phone. I have refunded the $30.00 Orbitz service fee. I will process a refund for the $135.00 change fee. The refund will go back to the original form of payment, the Visa card ending in [redacted]. Please allow approximately 7-10 business days for the refund to appear on your account.
Mr.[redacted] thank you for reaching out to us in this matter. We hope to have the opportunity to serve your travel needs in the future.
Sincerely,
[redacted]
Orbitz Customer Relations

June 10, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O-120069Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding a flight reservation. We understand from Ms. [redacted] complaint he is requesting a refund for a flight reservation.Our records indicate on January 30, 2016 the customer self-booked a one-way trip flight reservation using Orbitz.com for one traveler. The flight reservation was operated by China Airlines, with flights departing on March 3, 2016 from Vancouver to Bangkok. The customer also purchased a “Orbitz Flight Protection Comprehensive”.Our records reflect the customer contacting Orbitz on March 3, 2016 due to her flights being canceled. After further research we are able to verify that Ms. [redacted] departure flight was canceled by China Airlines on March 3, 2016. While being assisted by one of our agents the customer submitted screenshots of her confirmation email. Upon further research, we are able to verify that in the flight overview portion of the customer’s confirmation email it states that the passengers flights will depart from Vancouver on March 3, 2016. The passenger will arrive in Taipei one day after departing from Vancouver on March 4, 2016.We are also able to confirm that when the customer was booking the reservation online using our self-service tools the customer input the date of departure as being March 3, 2016. Within the “Trip Summary” page of the customers booking process the date would have been displayed as departing from Vancouver on March 3, 2016 and arriving in Bangkok on March 4, 2016.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Based on the fare rules the customer agreed to at the time of booking, the tickets were non-refundable. Due to this Orbitz is not able to offer any compensation.We sincerely regret that we are unable to offer a more satisfactory response or resolution to Ms. [redacted] concern. At Orbitz we try as much as possible to provide not only excellent customer service but we also try to exceed what is expected of us. However we know that there are some instances when policies associated with the purchases made on our website cannot allow for a resolution that is more favorable to our customers. We are not trying to discharge ourselves from any responsibility; we only want to convey that we were able to provide you with the necessary information related to Ms. [redacted] flight purchase before our system asked her to complete the reservation online.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,[redacted]Tier 3 Customer Service

Initial Business Response /* (1000, 5, 2015/07/21) */
Dear Ms.[redacted]
The Revdex.com has shared your recent correspondence pertaining to the [redacted] lobby not being open upon your arrival. On behalf of Orbitz, we do apologize for any confusion, and...

appreciate the opportunity to review your account and respond to your concerns.
Upon reviewing your account, I do see that when you arrived at the [redacted] their lobby was closed as they do not stay open 24 hours. They do have a guest phone at the property entrance for guests to be able to access the property after hours.
Ms.[redacted] Due to your confusion, I have processed a refund in the amount of $50.85 back to the MasterCard used to confirm the booking. Please allow 3 to 5 business days for the refund to process. We do appreciate your business, and hope that we have a future opportunity to serve you.
Sincerely,
[redacted]
Orbitz Customer Relations

May 4, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O-[redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and...

concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from Ms. [redacted]’s complaint she is requesting a refund for a flight reservation. On May 4, 2016, we attempted to contact Ms. [redacted] to acknowledge receipt of the Revdex.com complaint but were but were unable to reach the customer.Upon further research, we are unable to locate an Orbitz.com account related to Ms. [redacted] complaint. We respectfully request that the customer provide us with an email address used to book the reservation and the itinerary number. The requested information will enable us to appropriately address Ms. [redacted]’s concerns. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

Dear [redacted],
Thank you for the follow-up response. Again, I do apologize for your continued disservice with Orbitz. We certainly empathize with the inconveniences you encountered. However, we feel that Orbitz disclosed all correct pertinent travel information regarding your itinerary at the time of booking.
As Orbitz is a US based company; all the fares on our website are in USD unless otherwise noted. The reservation was canceled and refunded, minus the refund penalty.
As the funds for the tickets are with WestJet and not Orbitz; we are unable to honor your request to have the refund penalty refunded.
[redacted], thank you again for allowing me to review this with you.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL

Cunsumers, beware of an innovative scheme that Obitz uses to scam you, probably without you even being aware of it! The following is what happened to me just last month, March 2015:

After comparing prices on three websites, I selected some air tickets on Orbitz. The advertised price was $568.00. so I began the booking step by step. When it was time to pay, the price suddenly became $638.00, with no explanation, no warning... I was very confused and puzzled, and "stupid", thinking that the extra was for taxes. A few days later, I realized that was a fraud!

In one word, Obitz uses the advertised price as a "bait", once you are in the process of buying, they would charge you a lot more than the price listed! Most consumers are probably as unsuspecting as I was, so they can take us for a ride and get away with it !!!

I have communicated with Orbitz about this incident. They refused to admit any wrongdoing, saying their investigation found no "error" in this case. Of course, it was not an error for them. I am afraid their system has been designed in such a way so that they can do what I described above.

I sincerely hope other consumers will NOT make the same mistake that I made. Do not be too trusting of Obitz! Check the final price charged carefully and if the price has been raised, stop, and go to another website!

November 30, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the...

comments and concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a car reservation. We understand from Ms. [redacted] complaint she requesting a refund of recently purchased car reservation.Our records indicate on October 6, 2016 the customer purchased a hotel and car package. They self-booked a car reservation with Orbitz. The customer reserved a Jeep Compass or similar with Hertz Car Rental. The car was due to be picked up on November 5, 2016, in Fort Myers Beach, FL and returned to the same location on November 10, 2016.As an effort to advocate on the customers behalf Orbitz contacted Hertz Car Rental. They were able to verify that the reservation was not able to be used therefore Ms. [redacted] would not be charged for the reservation. As of November 30, 2016 a full refund of the car reservation amounting to $215.68 was processed to the original form of payment. The amount of time it takes the customer to receive the funds depends on the customers banking institution.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,[redacted]Tier 3 Customer Service

May 4, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O-[redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a hotel reservation. We understand from Mr. [redacted] complaint he is requesting a refund of the unutilized hotel reservation. On May 4, 2016, we contacted Mr. [redacted] to acknowledge receipt of the Revdex.com complaint.Our records indicate on April 14, 2016 the customer self-booked a hotel reservation for two travelers using Orbitz.com. The customer purchased a one night hotel reservation at The [redacted] Gateway, checking in on April 15, 2016, and checking out on April 16, 2016.From the customers complaint we understand that she is requesting a full refund of her unutilized hotel reservation. Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Based on the hotel cancelation policy agreed upon when booking the reservation, “The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded. Cancellations or changes made after check-in are subject to a hotel fee equal to 100% of the total amount paid for the reservation.”Our records reflect a call being made into Orbitz customer service on April 14, 2016 in regards to canceling and refunding the reservation due to a site error changing the dates of the reservation. Since Orbitz is a third-party intermediary, we had to contact the property manager to request a refund of the reservation. Due to the agent not being able to speak to a hotel representative we were unable to process a refund of the hotel reservation.We apologize for any inconvenience this lapse in time may have caused Mr. [redacted]. We would also like to apologize for the customer service issues experienced in trying to obtain a refund of the hotel reservation. We would like Mr. [redacted] to know that every reservation is important to us and our main goal is to provide a smooth and pleasant experience to our members.We appreciate the customers thoughtful comments, and we're sorry we disappointed Mr. [redacted]. We rely on customers like Mr. [redacted] to provide us with the information we need to continue improving our services. On May 4, 2016 as a one-time courtesy full refund of the hotel reservation being processed to the customers original form of payment totaling $202.27. The time it takes the refund to post to the customer’s account depends on the time it takes the Mr. [redacted] credit card company to process refunds.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,[redacted]Tier 3 Customer Service