Orbitz

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10953871, and find that this resolution is satisfactory to me.
Sincerely,
Miriam [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I appreciate the response and resolution and hope that the company will further train and empower its customer service representatives to resolve these issues quickly.
Sincerely,
[redacted]

December 21, 2016
 
Revdex.com
Complaint Department - Orbitz
 
Re: 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 complaint #[redacted]) regarding the best price guarantee refund request. 
 
Our records show on November 12, 2016, Mr. [redacted] self-booked an Orbitz.com hotel reservation via booking number [redacted] in the amount of $122.77 with a check-in date of January 10, 2017. We understand from the customer’s complaint, she found a lower price and a best price guarantee application was submitted. Mr. also stated Orbitz is not complying with the best price guarantee rules and is requesting a refund of the price difference and the $50 Orbucks to be placed on his account.
 
Upon researching Mr. [redacted] complaint we can confirm on November 24, 2016 a Best Price Guarantee was denied due to Orbitz’s representative inability to verify the lower price submitted by the customer. As per the Hotel Price Guarantee terms and conditions, lower price needs to be verified live by one of our representatives and lower price itinerary must much apples-to-apples, meaning hotel, room type, discounts and cancelation policy have to be identical.
 
Orbitz hotel price guarantee’s terms and condition on our website also state, in order for a refund of the difference for an approved claim to be paid, travel must be completed and if customer qualifies for the $50.00 Orbucks credit, it would be provided within 3 to 4 week after travel is complete. Mr. [redacted] itinerary travel dates are not until January 10, 2017.
 
The Hotel Price Guarantee terms and conditions also state, a customer can submit a hotel price guarantee claim at least 2 days prior to the check-in date. Based on the information provided above, we are unable to honor Mr. [redacted] refund request.
 
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]
Corporate Customer Service

July 18, 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 Mark [redacted] (Revdex.com case number [redacted]) regarding a canceled reservation. We understand from Mr. [redacted] complaint he is requesting a refund for two canceled itineraries.Our records indicate on March 21, 2016 the customer self-booked a three night hotel reservation under itinerary [redacted] The reservation was at Riu Palace Cabo San Lucas All Inclusive, checking in on June 24, 2016, and checking out on June 27, 2016. This hotel reservation amounted to $730.80.On March 21, 2016 the customer utilized our online self-service tools to cancel his hotel reservation. Per the hotels cancellation and change policy, “Cancellations or changes made after 11:59 PM local hotel time, Tuesday, June 21, 2016 are subject to a hotel fee equal to 1 night(s) plus taxes and fees.” Due to the customer canceling the reservation prior to June 21, 2016 a full refund was automatically generated to Mr. [redacted] original form of payment.Our records reflect on March 27, 2016 the customer called self-booked a package reservation for one traveler under itinerary [redacted] The customer purchased a three night hotel reservation at Hotel [redacted], checking in on June 24, 2016, and checking out on June 27, 2016. The customers flights were operated by [redacted] Airlines, departing from San Francisco, CA to San Jose, Mexico on June 24, 2016 and returning on June 27, 2016. The customer also purchased a Roundtrip for Hotels in Cabo San Lucas - Shared Shuttle: Los Cabos Airport (SJD) for June 24, 2016. This package was protected by an Orbitz Vacation Waiver. The entire package amounted to $771.89.On March 17, 2016 the customer called Orbitz in regards to canceling his package. After reviewing the cancellation and change policy for each item in the customers package and the terms and conditions of the customers insurance, the agent was able to fully refund the hotel and shuttle portion of package.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 [redacted] Airlines fare rules that the customer agreed to at the time of booking, the tickets were non-refundable with a change penalty fee of $200 per passenger would be charged if the tickets were to be reissued. In addition, the customer would be responsible for any difference in fare. Per the documentation the customer was advised that he would receive an airline credit with [redacted] Airlines. Please review the terms and conditions that were agreed to by Mr. [redacted] to at the time of booking below:• If you cancel your trip, you will receive a refund for all amounts paid, except for the cost of non-refundable air tickets. In most cases, the full amount of money paid for air travel will be returned in the form of a credit for future travel, subject to restrictions and limitations imposed by airlines. Airfare credits are typically limited for use by the named ticketed passenger, for use on the same airline, for a period of up to one year from the original ticketing date.We sincerely regret that we are unable to offer a more satisfactory response or resolution to Mr. [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 Mr. [redacted] with the necessary information related to his flight purchase before our system asked Mr. [redacted] 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted] S [redacted]

Dear Mr. [redacted],

0in 0in 10pt;">The Revdex.com has shared your recent correspondence pertaining to your request to cancel you hotel booking; however, when you contacted our Service Center, they were unable to locate your reservation, but you were charged for the booking.  On behalf of Orbitz, we apologize for any confusion, and appreciate the opportunity to review your account and respond to your concerns.

With the information provided in correspondence, we were unable to locate an account or itinerary. At this time, we are requesting that you please provide an itinerary number and/or the email address used to make the reservation.  The itinerary number can usually be found on the line of the charge card statement.  You may submit the information through the complaint submission on the Revdex.com website. This information will enable us to appropriately address the situation and upon receipt, Orbitz will be able to assist further.
We thank you for allowing us the opportunity to address the issues, brought to our attention.
              
Sincerely,
[redacted]
Orbitz Customer Relations

Tell us why here...

Initial Business Response /* (1000, 5, 2014/03/13) */
Dear [redacted],
The Revdex.com has shared your recent correspondence pertaining to the dates reserved on your hotel booking, and the rate charged for the second hotel booking. I appreciate the opportunity to review your...

account and respond to your concerns.
Please know that once a hotel booking has been confirmed, we would not be able to add an extra date to the booking. Either the entire reservation would need to be canceled and rebooked with all of the dates, or a new reservation would need to be made for the extra date.
Upon reviewing your reservations, I do show that the new reservation was made at a different hotel than the originally scheduled booking. We certainly regret that you had to reserve a room at a higher price, but a new room would have had to be reserved. If there were no rooms available at the Hyatt at the original price, we would not have been able to confirm you at that rate either.
[redacted], we certainly apologize for any confusion, but this would have been the same steps made, even if an agent had made the new reservation for you, and we would not be able to grant your refund request. Please know that your discount would have been given in the form of a promotional code, which would need to be entered during the booking process. Thank you again for the opportunity to respond to your concerns. We do appreciate your business, and we hope you will provide us with a future opportunity to serve you with your travel planning needs.
Sincerely,
[redacted]
Orbitz Customer Relations
Final Consumer Response /* (4200, 11, 2014/03/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My original booking was for three days and not two. I even called Orbitz prior to checking into the hotel to confirm and the representative said she would see that it has been corrected. And then she hangs up on me. Please look into the call history now so you can also confirm that to be true too. I'm not asking for much except what was promised and what was booked. I am asking for the "download25" promo code to take effect since I booked my first hotel reservation through the [redacted] app as suggested. Which never was deducted, and for the difference charged.
Final Business Response /* (4000, 13, 2014/03/17) */
Dear Mr. [redacted],
Thank you for your follow-up response, and I appreciate the opportunity to respond to your continued concerns.
Please know that I have reviewed your reservation, and the original booking was only confirmed for one night. We are not able to add an extra night to a booking without charging the new rate.
Mr. [redacted], we certainly apologize for any confusion, but we would not have been able to adjust the number of nights on your stay without any extra charges. Thank you again for the opportunity to address your concerns.
Sincerely,
[redacted]
Orbitz Customer Relations

May 30, 2016Revdex.comComplaint Department – OrbitzDear 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 their reservations.As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate reply. At this time, we respectfully request additional time from the Revdex.com as further research is needed for this case. We will submit our final reply via the Revdex.com's website.Again, 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,Tier 3 Customer Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2014/02/10) */
Dear Mr. [redacted],
The Revdex.com has shared your recent correspondence pertaining to the Orbucks program and Best Price Guarantee. I appreciate the opportunity to review your account and respond to your concerns.
Customer...

Relations has addressed the concern previously, totaling nine separate cases beginning on April 30, 2013. The concern was escalated to the Senior Management of the Orbitz Worldwide, which again was discussed in great length along with responses as recent as January 15, 2014.
Accordingly, for the reasons discussed below, we have removed all the Orbucks awarded to your account.
The Best Price Guarantee terms and conditions make clear that the program is available only to a "customer who books a qualifying flight, hotel or rental car through the Site on or after October 17, 2013 using a valid credit card with a [redacted] billing address." Some of the credit cards you have used to reserve hotel rooms related to these email addresses are credit cards that you used before the Best Price Guarantee program began, each of which previously had a billing address in [redacted].
After the commencement of the Best Price Guarantee program, the billing address for these credit cards inexplicably changed to one of several [redacted] addresses, with some cards having more than one new billing address. Additionally, some of the new billing addresses you have identified are not even valid [redacted] addresses. The U.S. addresses that are actual addresses appear to be for businesses with which we do not believe you are affiliated.
For example, in the screen shots, you provided; you showed that the location of one of the billing addresses is "[redacted], **." However, the city of [redacted] is located in a different state, not [redacted], which leads us to conclude that this billing address is not valid for this credit card. Additionally, our payment processor has advised that they cannot validate the billing address of these credit cards which are issued by a bank in [redacted].
All Orbucks earned as a result of your Best Price Guarantee claims have therefore been removed from your account, and all of your pending claims under the Best Price Guarantee program have been denied.
We have given this matter every consideration and at the same time, provided you detailed responses regarding it.
Regrettably, based on the forgoing conclusion as stated above, Orbitz is unable to offer the Orbucks in the amount of $2205.04.
We regret the enduring unhappiness with our service. As we have evidently reached an impasse, there will be no further replies forthcoming from our office regarding this issue.
Sincerely,
[redacted]
Orbitz Customer Relations
Final Consumer Response /* (4200, 13, 2014/02/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Orbitz.com needn't to discuss the problem of the address over and over again.
It is not our complaint.
We complaints are Orbitz have processed and approved our claims after October 17, 2013, for cheat us to hold the expensive hotels booking of Orbitz.com.
You said we are ineligible after October 17, 2013,but you have processed and approved our claims October 17, 2013.
Why?What's wrong with you?
Obviously,you cheated us.Cheater!
If you don't cheat us, there will be not any complaints now.
Stop cheating and must refund.You must be responsible for you cheat.
We reserve the right to litigate.There are enough proffs that you cheated us.
Final Business Response /* (4000, 9, 2014/02/12) */
Dear Mr. [redacted],
In your most-correspondence, you wrote about your dissatisfaction with a decision we had made. We regret your continued disappointment. Since you have contacted us again, you clearly feel strongly about these issues.
The Best Price Guarantee terms and conditions make clear that the program is available only to a "customer who books a qualifying flight, hotel or rental car through the Site on or after October 17, 2013 using a valid credit card with a [redacted] billing address."
The U.S. addresses that are actual addresses appear to be for businesses with which we do not believe you are affiliated. Our payment processor has advised that they cannot validate the billing address of these credit cards which are issued by a bank in [redacted].
Regrettably, based on the forgoing conclusion as stated above, Orbitz is unable to offer the Orbucks in the amount of $2205.04.
We have given this matter every consideration and at the same time, provided you detailed responses regarding it.
We regret the enduring unhappiness with our service. As we have evidently reached an impasse, there will be no further replies forthcoming from our office regarding this issue.
Sincerely,
[redacted]
Orbitz Customer Relations

Dear Mr. [redacted],
The Revdex.com has advised us of your recent complaint. My understanding is that you were attempting to book an airline ticket from Minneapolis to Cancun. When you tried to purchase the selected fare, you received an error message saying it was no longer...

available. On behalf of my colleagues at Orbitz, I sincerely apologize for your disappointment in our services. I also apologize for the customer service issues you experienced when contacting our call center.
Orbitz is an unbiased on-line Travel Agency offering millions of fare combinations on every requested air search. All fares are determined directly by the airlines and can be updated at any time. Unfortunately, fares are not guaranteed until they are ticketed. Orbitz is not able to restore a fare once it is sold out or discontinued by the airline.
Airfares and availability change throughout the day, based on demand for the flight and the airlines' right to change them at any time. Orbitz monitors these changes closely and makes every effort to keep our fare displays as current as possible.
Orbitz, as with any travel agency, is required to apply the fares and fare rules in effect at the exact moment of your booking. Unfortunately, fares can change very rapidly as the carriers continually adjust their flight loads, especially during peak travel times.
Occasional technical issues our inevitable in the e-commerce industry, but Orbitz strives to quickly correct any website problems we may have. Although I sincerely apologize for the website problems that affected your booking experience, Orbitz cannot be held responsible for an increase in fares by the airline during these website issues.
Mr. [redacted], thank you for giving me the opportunity to respond to your concerns. Please be assured that we value your business, and we hope to have a future opportunity to serve you again with your travel planning needs.
Sincerely,
[redacted]
Orbitz Customer Relations

Customer Service SUCKS.... The hold time is ridiculous I waited on hold for over an 1 hour and 45 minutes and my issue still was not resolved. I called Obitz on July 2, 2016 booked 3 airline tickets when I got confirmation of my reservations I noticed one of the names were spelled wrong, I immediately called to advise them of there error,and they made it seems as if I made the error. No your non speaking English representative made the mistake. After being on the phone with them for over 3 hours the only option they gave me was to cancel my 1st reservation to book another not understanding that the bank is going to put a hold on the money from the 1st transaction. Needless to say they did nothing to accommodate me, I will never use there service again. Had I booked this myself this conversation would have been less then 5 minutes because all they would have said was no the reservation is non refundable. This was the worst service ever!!!!!!

It appears Orbitz uses false advertising where their "reward points" are concerned. I was told I would have a discount over $12. I was charged the full amount without the discount. But do you think I had any recourse? Of course not. Orbitz's links to "customer service" and "contact us" only lead you back to the same "case" page, which is entirely useless in a situation like this. I won't ever be using their "services" again.

Initial Business Response /* (1000, 5, 2014/08/06) */
Dear Ms.[redacted]
The Revdex.com has shared your recent correspondence pertaining to the schedule change for your current trip. I appreciate the opportunity to review your account and respond to your concerns.
From your...

complaint, you booked a ticket on April 19, 2014 for travel on July 14, 2014. After the booking was made, the airline,[redacted], initiated a schedule change, which you were not notified. You feel that Orbitz as a travel agency should notify customers of these types of changes to avoid the circumstances which you have been presented with. Furthermore; your perception of Orbitz has become discontented due to the service you have received.
Ms.[redacted] I do understand your frustration in this matter as you in good faith booked a trip, confirmed all the necessary flight times, only to have changes made to your booking which you did not request. Travel can be a hectic experience, and Orbitz does try to meet the expectations of our customers with current prices along with terms and conditions associated with ticket bookings.
Orbitz did receive a notification from the carrier on July 17, 2014; this was for the return portion on July 29, 2014.
The carrier,[redacted], along with carriers in general, has established specific procedures for re-accommodations. Orbitz, as with every travel company, works in conjunction with the carrier, to assist with the best possible alternatives.
We understand your dissatisfaction; however, carriers reserve the right to change their flight schedules at any time, with or without notice. During the booking process, Orbitz presents and customers must agree to the airline fare rules and Ticket Terms and Conditions. This policy is consistent throughout the airline industry, and the same rules would apply if you had booked the ticket directly from the airline or another travel agency.
If the schedule change occurs during the same day; Orbitz accepts the changes without customer input. Although the schedule change is viewable in your itinerary history, your reservation did not fall into the proper queue for attention. Whatever the problem, we acknowledge a mistake was made, and we regret failing to meet your expectations.
On your behalf, I have contacted the airline,[redacted], to verify the concern; according to the airline, the ticket was exchanged by[redacted]. Unfortunately, once an airline takes control over the tickets, Orbitz is unable to view or investigate the internal airlines' changes.
Regrettably, as the entire ticket was used; Orbitz is unable to refund a used ticket.
In the appreciation for your continued business and support, Orbitz would like to offer you a $200 future travel voucher on your next Orbitz.com booking. Our designated travel voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needs.
When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [redacted]@Orbitz.com. Please reference case number XXXXXXX and my letter offering the $200 future travel 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 August 6, 2015.
We take our customers' comments very seriously, and I thank you for your honest feedback.
Ms.[redacted] we regret any misunderstanding this may have caused. We appreciate your business, and we hope you will provide us with a future opportunity to restore your confidence in our products and services.
Sincerely,
[redacted]
Orbitz Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2014/08/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you[redacted] for your quick response. I do understand that Orbitz stands at a very difficult position to provide great service. It's unfortunate that I purchase a ticket and Orbitz to relinquish all rights to the airlines. Which obviously do not hold themselves to the same standard of service. You stated in your response that a refund was not possible because the full amount was used, but in actuality[redacted] said they used the rest of my fund (Mexico to Costa Rica, and Costa Rica to SFO) and pay an extra $600 to fly to Cancun??? I checked online, it's $500 just to fly round trip. I pretty much forfeited my whole trip (because they told me I lost it all if I didn't fly any part of the trip!) and paid more to deal with this situation. Overall, I am very dissatisfied with this whole process. This has happened twice with my online flight purchase from Orbitz. I hope we can come to a better compromise. Hoping to hear back from you soon. Thank you, [redacted]
Final Business Response /* (4000, 9, 2014/08/13) */
Dear Mr.[redacted]
Thank you for your detailed follow up e-mail. I am sorry you are disappointed with my previous response and regret your perception that it was not empathetic to your circumstances.
As I understand, the exchanged ticket directly with[redacted] should not have used the entire amount of the ticket; the actual fare is less than the amount charged.
When the tickets were, at your request, exchanged,[redacted] processed the exchange, including the collection of all fees and or additional costs per the mandated airline policies.
As Orbitz did not exchange the ticket, we have no control over the fees and or additional costs. These costs are verbally presented to you directly with the airlines' staff.
Due to your circumstances, I will surrender the $200 voucher as a credit to the card ending in 1694, which is the card used for the ticket purchase. The designated travel voucher, along with the surrender to a credit, was meant to emphasize our commitment to you, for your circumstance, we hope that you will accept our offer in the spirit in which it is intended.
This will process today August 13, 2014. Please allow 3-5 days for the credit to appear on your statement.
This, however, is all the compensation which Orbitz will offer.
Mr.[redacted] thank you for allowing me to assist you in this matter. Again, I do apologize for the error and your continued frustration.
Sincerely,
[redacted]
Orbitz Customer Relations
Final Consumer Response /* (4200, 11, 2014/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To clarify, it's Ms.[redacted] and yes I'm continuously frustrated with the process and current service. I would just expect more from Orbitz since I have done numerous business with your company and this flaw in the system has not seem to correct or work itself out. Its very difficult for me when I do travel a lot to continuously be stranded at the airport due to the miscommunication. I really hope that Orbitz can work with their afflicted company to streamline this process for better customer service.

August 12, 2016Revdex.comComplaint Department – OrbitzDear 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.As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate reply. At this time, we respectfully request additional time from the Revdex.com as further research is needed for this case. We will submit our final reply via the Revdex.com's website.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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find the amount requested of $444.19 was credited to my card. It is unfortunate that Orbitz did not resolve this issue when we requested it of them, and that we had to go through Revdex.com to resolve the mistake made by Orbitz's agent. We will never be using Orbitz again.
We thank Revdex.com for their service in helping keep businesses honest.
Sincerely,
[redacted]

I am writing to complain the invalid claim of the Best Price Guarantee of Orbitz. I made a hotel booking via Orbitz. (My itinerary #**SSN**933. After the booking, I found that [redacted] provides a lower price for the same package.
Thus I submitted the Best Price Guarantee claim to Orbitz. They rejected me stating that 'Your Best Price Guarantee request does not meet the criteria established in the terms and conditions. We are unable to validate the lower rate from our competitor's website.'
Despite I can still find the lower price I submitted on [redacted] website, I submited the claim again but using the one I found on [redacted] App. The screen captured was uploaded to them also.
However, they are still using the same reason to reject me. 'Your Best Price Guarantee request does not meet the criteria established in the terms and conditions. We are unable to validate the lower rate from our competitor's website.'
I have clearly stated on my 2nd claim that I found the price on [redacted] App and when I receive the same message saying that I am submiting a claim with a 'website', it seems to me that their reply is just a standard template to reject customer without looking into the claim. I am very angry because it is not my first time to receive this 'standard reply'. Every time when they reject me with this reason, I look into the competitor website and found that the price I claimed was still there.
Orbitz disappointed me so much and the Best Price Guarantee program is not valid at all. Therefore I request a proper investigation into my case and Orbitz should refund the price difference plus the 50 Orbucks as they advertised.

April 28, 2016
Revdex.com
Orbitz.com
Complaint Department
 
Re: Orbitz Case #:O-[redacted]
 

Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret to hear [redacted] did not accept our response and/or resolution offered.
The customer’s new Air [redacted] ticket number issued on April 20, 2016, is [redacted]. Ms. [redacted] may contact Air [redacted] directly or Orbitz to reconfirm her flight details.
 
As previously advised, a refund in the amount of $137.00 was processed back to the customer’s original form of payment as a one-time courtesy. The length of time it takes for the customer to receive the refund depends on how long it takes the customer’s bank to process refunds.
 
As the this customer’s complaint was received via Department of Transportation and resolved on April 27, 2016, we respectfully request the Revdex.com close this case.
 
Sincerely,
 
[redacted]
Tier 3 Customer Service

Initial Business Response /* (1000, 5, 2014/02/10) */
Dear Ms. [redacted]
The Revdex.com has shared your recent correspondence pertaining to the refund amount on a ticket. I appreciate the opportunity to review your account and respond to your concerns.
From your complaint, you...

booked a ticket on January 6, 2014 for travel on January 9, 2014. After arriving in Japan, you contacted Orbitz regarding the possibility of changing the return date; due to the fees and additional amounts associated with the date change, you inquired about a possible refund. The amount was verbally quoted to you; however, a different amount was actually calculated. You believe that Orbitz should refund the amount quoted as you relied on this data in making the decision to refund rather a use as a credit. Furthermore; your perception of Orbitz has become discontented due to the service you have received.
Ms. [redacted] I do understand your concern in this regard, 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 made available on the website along with knowledgeable and comprehensible staff.
On your behalf, I have reviewed the monitored call which took place on January 14, 2014. The representative did advise a refund, minus a fee of $100.00. The quote was in the $350-400 range with a processing time of 21 days. You acknowledged and agreed along with the representative sending a cancellation email as requested.
According to my research, the refund group attempted to refund the remaining amount; however, the rule of the ticket would not allow a partial refund, only the international taxes being refundable.
In taking all things into consideration; the amount of the ticket was $554.80. The airline did impose a $100 fee to cancel. The remaining amount was $454.80. Orbitz has processed a refund in the amount of $176.60 on February 1, 2014.
Due to the misquote by the representative, I will refund the remaining amount of $278.20. This will process today, February 10, 2014 to the card ending in 5726. Please allow 3-5 days for the credit to appear on your statement. The credit will appear from Orbitz, not[redacted].
The total amount of the refund is $454.80.
We take our customers' comments very seriously, and I thank you for your honest feedback albeit the result was not what you were expecting.
Ms. [redacted] we appreciate you bringing this to our attention, and we regret any misunderstanding this may have caused. Your patronage is highly regarded, and we look forward to assisting you with your future travel planning needs.
Sincerely,
[redacted]
Orbitz Customer Relations
Final Consumer Response /* (2000, 7, 2014/02/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Finally they checked the recordings of the customer service they gave to me, and they refunded me the amount they originally told me. Took the responsibility of what their employees (customer services reps) tell to the customers.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]