Orbitz

Initial Business Response /* (1000, 5, 2015/03/02) */
Dear Mr.[redacted]
The Revdex.com has shared your recent correspondence pertaining to pending authorizations showing on your bank statement, which caused you to be charged an overdraft fee. On behalf of Orbitz, I apologize...

for this disappointing experience, and appreciate the opportunity to review your account and respond to your concerns.
As a travel agency, Orbitz does not charge a customer directly for airline reservations. During your booking process, we will place a hold on the credit card used for the total ticket amount with the authorization code received. The airline will then charge you directly for the tickets with the same approval code. When the actual charge for the tickets are processed, the pending amount should be dropped to your card so that you are not showing duplicate charges.
Mr. [redacted], I do see that we have contacted your bank directly, and we advised that the pending authorization has been dropped. Due to any inconvenience, this has caused a $40 USD future travel voucher on your next prepaid Orbitz.com airline, hotel or vacation package booking was offered. 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 [redacted]@Orbitz.com. Please reference case number XXXXXXX and my letter offering the $40 voucher in your request. Orbitz will then issue a credit to the card used for the new booking. This offer is valid until March 2, 2016.
Mr. [redacted], we 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

December 2, 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 Ms. [redacted] did not accept our response and/or resolution offered.Since Orbitz is a third-party booking agency, we must receive authorization from the property manager to process a refund on your reservation. As previously advised, upon speaking to the supervisor on duty he will not authorize a refund of the reservation. Therefore, Orbitz is unable to authorize a refund for this reservation.Thank you for allowing us to address this matter further.  As this matter has been resolved and no additional information has been provided, we respectfully request the Revdex.com close this case.Sincerely,[redacted]Tier 3 Customer Service

April 22, 2016
"Arial","sans-serif";">Revdex.com
Complaint Department – Orbitz.com
Re: 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] Mendoza (Revdex.com case number [redacted]) regarding hotel reservations. We understand the customer is requesting a refund in the amount of $1,215.66.
Our records indicate that on March 14, 2016, the customer booked three hotel reservations – itinerary [redacted]. Hotel accommodations were at the [redacted] Downtown, checking in March 16, 2016, for four nights, for a total amount of $1,215.66.
Upon further research, we were able to confirm that on March 21, 2016, the customer contacted Orbitz to request a refund for their booking as the hotel was oversold. On behalf of the customer, Orbitz contacted the hotel directly at that time and were advised they had no availability.
On April 7, 2016, Orbitz processed a full refund in the amount of $1,215.66 back to the customer’s original form of payment. The amount of time it takes for the customer to receive a refund depends on the length of time it takes for their bank to process refunds.
Despite the customer’s recent experience, we encourage her to continue to use Orbitz for her future travel arrangements. We have credited her online Orbitz account with a $100.00 Electronic Travel Coupon valid towards the future purchase of an E-Special Rate hotel reservation, either as a stand-alone hotel or in a vacation package. The coupon will appear in the booking path for the next qualified reservation, and it is valid until one year from the date of this letter.
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]

Initial Business Response /* (1000, 5, 2014/02/13) */
Dear Ms. [redacted]
The Revdex.com has shared your recent correspondence pertaining to your disappointing experience at the Dreams Cancun. I appreciate the opportunity to review your account and respond to your...

concerns.
At Orbitz, we take all customer concerns seriously, and are happy to address with our suppliers. Upon receiving your initial concerns on January 20, 2014, this was 4 days prior to your check-in. The cancellation policy required a 7 day notice to be able to offer a full refund of your stay. At that time, you could still cancel your booking minus a one night's penalty fee, but this was declined. Due to your continued concerns, we did contact the Dreams Cancun, and they did assure us that 100% of the amenities offered would be available. Due to your concerns, the upgrade of your room was given.
Ms. [redacted] as a travel agency, Orbitz is required to follow all supplier rules and restrictions. We certainly regret that you were disappointed in your stay, but we are unable to offer a refund for a stay that was completed. Nevertheless, we do value you as a customer, and as a gesture of our sincerity, Orbitz would like to offer you a $200 USD future travel voucher on your next prepaid Orbitz.com 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[redacted] 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 until February 13, 2015.
Ms. [redacted] we appreciate your business, and we hope you will provide us with a future opportunity to serve your with your travel planning needs.
Sincerely,
[redacted]
Orbitz Customer Relations
Final Consumer Response /* (3000, 7, 2014/02/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We did not receive the accommodations that we booked and paid for. This resort was grossly misrepresented and Orbitz has committed fraud in doing so.
Final Business Response /* (4000, 9, 2014/02/19) */
Dear Ms. [redacted]
Thank you for your follow-up reply, and we appreciate the opportunity to address your continued concerns.
We certainly regret your disappointment in your stay; however, we made every effort to assist you with your concerns. As the cancellation policy was already in effect, we could only offer the upgrade made available by the Dreams. As a travel agency, we are required to follow the supplier's rules and restrictions. If we had been notified prior to the cancellation policy had taken effect, we could have assisted in locating another resort.
Ms. [redacted] again we do regret that you were disappointed in your stay, but the stay was completed so a refund cannot be offered. I wish that I could offer you a more favorable response.
Sincerely,
[redacted]
Orbitz Customer Relations

Dear Ms. [redacted],

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The Revdex.com has shared your recent correspondence pertaining to the cancellation of Orbitz record locator [redacted], and the service received.  It is my understanding that you feel that you did not cancel the booking, but you should receive a full refund due to the Zika Virus whether you are pregnant or not.  I appreciate the opportunity to review your account and respond to your concerns.

At Orbitz, we take our customers privacy and security very seriously.  With each booking, you are given a specific Orbitz record locator, which is only updated in your password protected Orbitz account, and emailed to your unique email address entered during your booking process.  When contacted our Service Center, the automated service requests your private confirmation number prior to being forwarded to an agent on an existing booking.

Ms. [redacted], upon reviewing your account, our records show that you contacted us on January 27, 2016 stating that you were pregnant, and since Sao Paulo is an area with the Zika Virus, it was requested that the booking be canceled.  The agent canceled the booking, and requested that the medical form be forwarded to your email account so that the medical documentation could be forwarded.

Our Refund Department emailed you at the email address of [redacted]@hotmail.com on January 27, 2016 at 5:39PM Central Time under reference number [redacted].  The requested medical documentation requested was not received. A follow-up email was also forwarded on February 24, 2016 under reference number [redacted]. 

On February 24, 2016, we received another call stating you were the caller. During this call, our agent was advised that you had not yet received the refund on your flight as previously advised when the trip was canceled.  Our agent advised that we show that the requested medical documentation had not yet been received as requested.  The person stating she was Ms. [redacted] advised that she had only received the cancellation email, but not the email with the link to submit the medical documentation.  The agent asked if you could check your junk mail, and he was advised that you could not because it is cleaned out weekly.  The agent advised that we would resend the email to you so that you could provide the medical documentation, and advised to allow around 5 minutes or so to receive the email.

Your reservation has been thoroughly reviewed, and we show that our agent properly canceled the booking as requested.  Some airlines are offering waivers of their rules due to the Zika Virus; however, this is only being extended to passengers that are pregnant.  To qualify for the waiver, the airlines do require medical documentation stating the passenger is pregnant, and that their doctor suggests they not travel.  As we have no yet received medical documentation stating this, your refund request has not yet been submitted.

Ms. [redacted], if you do not have medical documentation verifying your pregnancy, you will need to contact us directly, and the booking will need to be processed within the airline guidelines.  If you do have medical documentation and would like us to submit the request to [redacted] Airlines on your behalf, please respond to the email link provided with your medical documentation.  The link will be listed as below.


Please click the link below to submit your request for a refund.
Submit a Medical Emergency Refund Request


Thank you for the opportunity to address your concerns. 



Sincerely,

[redacted]
Orbitz Customer Relations
Tell us why here...

Initial Business Response /* (1000, 5, 2014/10/21) */
Dear[redacted]
The Revdex.com has shared with us your recent correspondence regarding your experience with Orbitz. On behalf of my colleagues at Orbitz, I sincerely apologize for this disappointing experience.
It is my...

understanding that you waited on hold for a considerable amount of time before an agent was available to assist you.
Please be advised that our call volume has spiked abnormally due to a high volume of seasonal airline schedule changes. Although we monitor our call volume continuously and do our best to staff accordingly, we find occasionally call volume exceeds our forecast. We certainly do apologize, as we understand time is of great value. I want to assure you that our entire organization is focused on meeting the expectations of our elite travelers. We know how important it is to you to be able to count on us to not only meet your expectations but to surpass them as well.
[redacted] we do show that a refund minus the $131 USD penalty for the canceled trip to Los Angeles has been processed. The refund will appear back to your card within 21 days.
In the appreciation for your continued business and support, we would like to offer you a $200 future travel voucher towards your next Orbitz.com booking. Our future travel 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 [redacted] Please reference case number[redacted] and my email 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 email, until October 21, 2015.
[redacted] we appreciate your business and we hope you will provide us with a future opportunity to fully restore your confidence in our products and services.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL

Complaint: [redacted]
I am rejecting this response because:
The time it took for the staff to find out about the other airline's possibly was frankly a little ridiculous. I had already called the other airline and learned about the policy within a few minutes. There was nearly no wait time. I am not sure why it took so long for Orbitz to find out the same thing, and made me not want to work with a middle person in the future.
 
Also your staff does not have the right training and gave me incorrect info. A total waste of my time.
Sincerely,
[redacted]

June 10, 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] J [redacted] (Revdex.com case number [redacted]) regarding a hotel reservation. We understand from Mr. [redacted]’s complaint he is requesting a refund of the hotel reservation. Our records indicate on April 4, 2016 the customer self-booked a hotel reservation for two travelers using Orbitz.com. The customer purchased a one night hotel reservation at [redacted] LA [redacted], checking in on April 6, 2016, and checking out on April 7, 2016.We were able to confirm that Mr. [redacted] called customer service on April 4, 2016 to request his one night hotel reservation be canceled with a full refund due to the distance of the hotel. 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.” Due to this the agent was unable to cancel the reservation with a full refund.As an effort to advocate on Mr. [redacted]’s behalf we contacted the [redacted] LA [redacted] and was advised that the customer canceled the reservation with the property directly. Furthermore, the customer booked the reservation at a non-refundable rate therefore the hotel will not authorize a refund of the reservation.We sincerely regret that we are unable to offer a more satisfactory response or resolution to Mr. [redacted]’s 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 your hotel purchase before our system asked him 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]

Initial Business Response /* (1000, 5, 2014/05/23) */
Dear [redacted]
The Revdex.com has shared your recent correspondence with Orbitz so we may assist you further. I understand you are upset with the service you received when you contacted our Customer Service Department to...

make a change to a reservation confirmed for your son. I appreciate the opportunity to review your account and respond to your concerns. On behalf of Orbitz, I sincerely apologize for the disappointing experience and the frustration this caused you.
Our aim is to meet or exceed customer expectations, and I regret that in this case, we fell short of our goal.
After reviewing your information, I was unable to find a reservation under the email address [redacted] In order to better assist you, please provide the Orbitz record locator and the email address on the account. Once this information is received, I will gladly assist you further. I look forward to hearing back from you.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL

Initial Consumer Rebuttal /* (3000, 7, 2014/05/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted]
Final Business Response /* (4000, 9, 2014/05/28) */
Dear [redacted]
The Revdex.com has shared your recent correspondence with Orbitz, so we may assist you further. Thank you for your quick response.
Please know I have forwarded your letter to the Director of our Customer Service Center for review. Clearly, our representative should have handled your inquiry more appropriately. Our Director will address this issue with the agent to ensure better service in the future.
Also as a gesture of our sincerity, Orbitz has issued you a $75 USD future travel voucher to use toward your next Orbitz.com flight, hotel or 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[redacted] and my letter offering the $75 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 May 28, 2015.
[redacted], thank you for bringing this matter to our attention. We appreciate your business, and we hope you will provide us with a future opportunity to fully restore your confidence in our products and services.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL

I found a ticket which was priced at 450$ and some change. I filled my info in and put my credit card info and after booking the price that I was charged was 1200$ and change! This happened on November 22 and now is December 6 and the charges are still pending even I called one minute later and cancelled that ticket. Very dishonest company and terrible service!

July 14, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O-[redacted]Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] Fuller. We regret to hear Ms. [redacted] did not accept our response and/or resolution offered.Please accept our apologies for any lack of service Ms. [redacted] received while trying to resolve her situation. It is never Orbitz’s intent to mislead or to cause inconvenience to our clients, and we are sorry that Ms. [redacted] felt Orbitz has done so. Orbitz goes to great lengths to supply our clients with the information and opportunity to make well-informed travel purchases, and we are more than willing to assist our clients in any way commercially possible. We at Orbitz are dedicated to providing knowledgeable service and support to our clients. Again, we apologize for any inconveniences in this matter.Despite his recent experience, we do value his business. Orbitz provided the customer with a $100 Orbitz Travel Coupons for use on a future trip. This coupon is valid towards the future purchase of an E-Special Rate hotel reservation, either as a stand-alone hotel or in a vacation package. The coupon will appear in the booking path for the next qualified reservation, and it is valid until one year from the date of this letter.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
Complaint Department - Orbitz
 
align="LEFT" dir="LTR">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 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

Initial Business Response /* (1000, 5, 2015/10/07) */
Dear Mr.[redacted]
Thank you for contacting Orbitz and for being a loyal Orbitz customer. Your email was forwarded to our team; and we appreciate the opportunity to assist you. It is my understanding that you have an unexpected charge from...

Orbitz and are requesting a refund.
Mr.[redacted] in reviewing Orbitz Confirmation# PBORBXXXXXXXXXX and #PBORBXXXXXXXXXX I found that the total trip cost, as agreed was $321.18USD and $257.93USD respectively. This cost included the airfare which was collected by [redacted] Airlines and an Orbitz booking fee of $21.99USD. In the review of our booking records, we do show that the total cost as advised, $321.18USD and $257.93USD were properly advised at the time of booking and accepted.
Please understand, reservations made via Orbitz may incur booking fees; and as noted in the "Cost and Billing" details, our fee is included in the total reservation cost. We also consider/include our fees whenever reviewing Orbitz Best Price Guarantee submissions. Nonetheless, in reviewing your previous reservations, it is understandable that the fee was unexpected. Therefore, in light of your concern, as a one-time courtesy I have processed the refund of the $21.99USD Orbitz booking fee for Orbitz Confirmation# PBORBXXXXXXXXXX and #PBORBXXXXXXXXXX.
Mr.[redacted] thank you for reaching out. Please do let me know if you have any further concern or if your credit is not received within 5 business days. Please be assured Orbitz values your loyalty, and we hope to continue to serve your travel needs.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL

Dear Mr. [redacted] Thank you for your response. On behalf of Orbitz, I apologize for your continued disappointment. As I previously advised Orbitz is an online booking agency and we are required to follow the rules placed on a reservation by the airline and other suppliers. In this instance both TAM Airlines and Novotel Rio de Janeiro Santos Dumont have advised that they will not authorize a refund for your reservation; therefore, Orbitz is not in a position to offer a refund for the vacation package. Nevertheless, while the airline portion of your reservation is non-refundable, each passenger does have the amount of their ticket use towards a future TAM Airlines flight. You do have until June 2, 2016 to rebook travel; however, you are able to travel after that date. Upon rebooking each passenger would be responsible for a $130 TAM Airlines change fee, plus any difference in airfare. When you are ready to rebook please contact out Customer Service team at 1-888-656-4546 for assistance as this cannot be done via the Orbitz site. Mr. [redacted] we do value you as a customer; therefore, as a gesture of sincerity for your disappointing experience we would like to offer you a $300 future travel voucher to be used towards your next Orbitz.com 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 5589841 and my letter offering the $300 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 21, 2017. Again we appreciate your business and hope you will use Orbitz in the future for your travel needs. Sincerely, Shalon [redacted] Orbitz Customer Relations Chicago, IL

Orbitz was an absolute nightmare to deal with. As my flights were booked through orbitz, a third party, I was not able to deal with the airline directly. Orbitz cancelled my all my flights after they were unable to change one of five connection flights. I spent over 10 hours with Orbitz trying to resolve situation. All customer service provided were generic statements that provided no information or assistance whatsoever. In desperation, I contacted the airline directly who took initiative to deal with my situation. They took back control of my flight from Orbitz by asking for permission to release from the company. Air Canada dealt with the horrid customer service on my behalf and reinstated my flights. I have also witnessed Orbitz deleting three valid complaints off their [redacted] page and blocking those people from providing further complaints including those of my 70 year old mother trying to assist me dealing with a cancelled ticket. Book directly with the airline and hotels to avoid issues and inflexibility of dealing with a third party. Worst customer service I have experienced in my life!!!

November 4, 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 hotel reservation. We understand from the customers complaint they are unhappy about a submitted best price guarantee claim.Our records indicate on October 29, 2016 the customer self-booked a hotel reservation for two travelers using Orbitz.com. The customer purchased a one night hotel reservation at [redacted] Johnson Express Inn - [redacted] checking in on November 24, 2016 and checking out on November 25, 2016.Starting on October 29, 2016 the customer submitted multiple BPG claims. After reviewing the claims we understand that all claims were denied due to the lower rate not be available at the time of validation. We apologize for any inconvenience this lapse in time may have caused. We would also like to apologize for the customer service issues experienced in trying to obtain a price match of the reservation. We would like the customer to know that every reservation is important to us and our main goal is to provide a smooth and pleasant experience to our members.After further review of the lowest price match submitted by the customer on October 29, 2016 we are able to validate the customers claim. As of November 4, 2016 Orbitz has submitted a refund of $0.54. 50 Orbucks was also added to the customer’s account.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

Dear Ms. [redacted], The Revdex.com has shared your recent correspondence pertaining to a courtesy cancellation refund.  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 a reservation on  [redacted] Airlines  was made on January 9, 2016 at 236P CST and shortly afterwards on the same day; the ticket was courtesy canceled at 258P CST.  In reviewing your Orbitz account and Orbitz Record Locator [redacted], our records confirm that Orbitz was able to offer you an online courtesy cancellation and the ticket sale was voided.  At Orbitz, we do not hold the funds for a ticket issued, so we will place a pending authorization on a customer’s account for the ticket amount.  In the situation where a ticket is canceled so quickly, you may not ever see an actual refund; the hold will just drop from your account, and that balance will become available.  If the sale has already been reported to the airline; you would see a charge with a ticket number from [redacted] Airlines, and the courtesy cancellation will go through standard refund processes.  Ms. [redacted], we do show that the ticket reserved was properly voided.  If you feel that it was not just an authorization that dropped from your account, and you were actually charged by [redacted] Airlines, Airlines, please attach a copy of your January and May credit card statement to this email.  You can block out your actual credit card number, but we will have to review the charge showing on your account, and that the authorization has not dropped or a refund processed.  If you have any further questions, please feel free to let me know.Sincerely,[redacted] Badalamenti Orbitz Customer RelationsChicago, IL

August 20, 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 Ms. [redacted] did not accept our response and/or resolution offered.As previously advised, 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. We utilize a live inventory system for our car reservations. The inventory is updated regularly as purchases are made and prices change. These updates are directly linked to the vendors availability. Reservations prices are not guaranteed unless booked and confirmed.As the customer advised she saw the lower price still advertised , Orbitz offers our Best Price Guarantee promotion as a benefit to our customers. The benefit is that we will match the price if a lower price is found online. There are many terms and conditions with the Best Price Guarantee policy. Some of the terms are as follows:• The lower price must be found and submitted within 24 hours of purchase• The Best Price Guarantee claim must be submitted online• Not all travel items are eligible for the Best Price Guarantee• The lower price must be shown in a screen shot in United States currency• The items with the lower price must identical (i.e. same hotel, room type, check-in and check-out dates) The full terms and conditions of the Best Price Guarantee can be found at the link below.https://www.orbitz.com/p/info-other/guaranteesIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service