Orbitz

What should have been an easy booking for a family vacation turned into a bit of a conundrum. I attempted to book 7 people for a trip to Puerto Vallarta. The circumstances were not that difficult, since 6 people had the same flight information and only 1 person would have to leave early. We were to have 2 rooms at an all-inclusive hotel and 6 passengers were to leave on 12/26/16 -1/6/17, while the other passenger left on 1/1/17. The issue began after I hung up with a representative upon realizing we were originally booked improperly. I called Orbitz again, and was given another representative, who stated that this could be easily rectified. My husband needed a single airline ticket. At this point, my credit card had been run- not once, but numerous times. We ended up canceling that and rebooked. Normally, a person runs a credit card once, but not these representatives. They continuously ran the card, which caused alarm with the cc company. I then gave the representative another credit card, which she then proceeded to run 2 more times. After speaking with multiple people for four hours, I finally thought we resolved the issues. The following morning, I looked on Orbitz's My Trips tab and realized there were 5 itineraries. I called Orbitz again and spoke with 3 other representatives and 'supervisors,' and each stated that the issue would be resolved, but I would have to wait until the end of business or the following morning to see what was happening with our trip. After another 4 hours of the run-around, my family decided to cancel everything, since we did not want to pay any penalties for the vacation. From start to finish, this process took over 12 hours- we have no trip and a cc that is over the limit of $25,000.

Thanks Orbitz.

Initial Business Response /* (1000, 5, 2014/03/31) */
Dear Mr. [redacted]
Thank you for contacting Orbitz regarding the booking you made for the [redacted] Dead Sea Resort and Spa that you have received notification of that this booking is being canceled due to a technical problem with the rate. On...

behalf of Orbitz, I sincerely apologize for this disappointing experience.
This was a technical error on the hotel's end, and they have advised they will not honor this rate that was posted on our website. The reservation has been canceled as the hotel will not honor or confirm this booking. You will receive a full refund, and you can rebook your reservation at the correct rate offered by the hotel.
If you should have any further concerns regarding this issue, we recommend that you contact the resort directly at [redacted]
We apologize for any inconvenience this may have caused you. Orbitz values your patronage, and we hope to have a future opportunity to serve you with your travel planning needs.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (3000, 7, 2014/04/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I think that a reservation that has been made online and paid for, the company should honor the product to their customer, in this case let Orbitz honor the so called price mistake. and reinstate our reservation.
What will hold ORBITZ back from cancelling any other reservation we have with them, and then force us to buy a new more expensive product? and then they will apologize ......... what a fraud!!!!!
Get my reservation reinstated....... Thanks
Final Business Response /* (4000, 9, 2014/04/02) */
Dear Mr. [redacted]
Thank you for your continued dialogue on the matter of your canceled booking at the [redacted] Dead Sea Resort. Although we understand your frustration, we are bound, as a travel agency, to follow its supplier's directions. As a result of the technical error with the [redacted] Dead Sea Resort, we have been advised that the bookings will not be honored. Due to this information, the reservation has been canceled with a full refund processed.
We recommend that you contact the resort directly at +[redacted]with any continued concerns due to this issue. We apologize again for any inconvenience this may cause.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL

Dear [redacted], The Better...

Business Bureau has shared your recent correspondence pertaining to your schedule change for your Orbitz confirmation number [redacted].  I appreciate the opportunity to review your account and respond to your concerns. It is my understanding, there was a schedule change on your flight on [redacted] Airways, and you were not notified by Orbitz, which caused you to cancel your flight, because there no other flight options for next four days.    I have checked your reservation history and do see an airline schedule change in your itinerary history. It is recommended that all customers reconfirm their flights with the airlines 24 hours prior to departure for any last minute changes they may have.  We certainly regret that your “My Trips” did not properly update, and that the email notification advising of the change in schedule was not received.  Although the schedule change is viewable in your itinerary history, your reservation did not fall into the proper queue for attention.  At this time, we are unsure how this unfortunate situation occurred.  Also I found that your airline tickets, hotel and car reservations have been refunded to your account on file.  Nevertheless, we apologize again for any inconvenience this has caused, and as a gesture of our sincerity, I have placed 200 loyalty point into your account.  These are available for you to use immediately toward a prepaid qualifying hotel booking. [redacted], thank you for bringing this issue to our attention. Orbitz values your business, and we hope to have an opportunity to serve you in the future with your travel planning needs. Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

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

Initial Business Response /* (1000, 5, 2015/08/11) */
Ms.[redacted]
The Revdex.com has shared your recent correspondence pertaining to the holds placed on your card by the hotel and car company, and you were disappointed in the service received by the Dollar agent. On behalf of...

Orbitz, I apologize for your disappointing experience, and appreciate the opportunity to review your account and respond to your concerns.
Many car rental companies do require that a hold be place on the card used upon your arrival. If this is required, it will be advised in the car rental rules and regulations. Upon reviewing the rules associated with your booking, I do show that this information was advised. I have added the information before for your review.
A MAJOR CREDIT/DEBIT CARD IN THE RENTERS OWN NAME MUST
BE PRESENTED AT THE TIME OF PICK-UP. AT THE TIME OF
RENTAL, AN AUTHORIZATION HOLD WILL BE SECURED ON THE
CREDIT/DEBIT CARD PROVIDED TO COVER THE ESTIMATED
RENTAL CHARGES AND ANY ADDIITONAL CHARGES THAT MAY BE
INCURRED. THESE FUNDS WILL NOT BE AVAILABLE FOR YOUR
USE. IF AUTHORIZATION FOR THE ESTIMATED AMOUNT CANNOT
BE OBTAINED, THE RENTAL WILL BE DENIED.
Nevertheless, this does not excuse the customer service issues you encountered with Dollar. Regarding the hold placed by the property, some hotels do require this hold for incidentals, especially is a Debit Card is used. This is not something that properties generally place in their overview, whether your booking is reserved via a travel agency or the property directly. It does often depend on the form of payment being used.
Ms.[redacted] we are unable to grant your refund request; however, as a gesture of our sincerity, Orbitz would like to offer you a $50 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[redacted] and my letter offering the $50 voucher in your request. Orbitz will then issue a credit to the card used for the new booking. This offer is valid until August 11, 2016.
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
Initial Consumer Rebuttal /* (2000, 7, 2015/08/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am not fully satisfied but this will do.

Dear Mr. [redacted],

font-size: 11pt;">

The Revdex.com has shared your recent correspondence pertaining to the expiration of your Orbucks.  I appreciate the opportunity to review your account and respond to your concerns.

Upon reviewing your Orbucks account, I do see that $18.88 in Orbucks did expire on December 21, 2015. There is a difference between Orbucks earned due to the amount spent each month using your Orbitz [redacted] card, and Orbucks earned due to reserving a booking via our website.

Orbitz [redacted] card holders will receive a lump sum of Orbucks based on the amount spent for each billing cycle.  These Orbucks will be updated to your account once a month, and do not hold an expiration date.


Orbucks can also be earned by booking qualifying reservations via our travel website.  This is a program offered to all Orbitz customers no matter their credit card type.  Orbucks earned for a booking reserved, whether they are reserved with the Orbitz [redacted] card or not, do have a one year expiration date.  These Orbucks are separate from your [redacted] earnings.  The $18.88 in expired Orbucks was earned on Orbitz record locator [redacted].  This package was reserved on December 20, 2014, so they did expire on December 21, 2015.  These Orbucks were earned based on the price of your package, and are not affiliated with your [redacted] card earnings.  You have also reserved a new package for January 2016 under Orbitz record locator [redacted].  You earned $4.22 for booking this package, so these Orbucks do have an expiration date of January 2017.  Again, these Orbucks are not based on your [redacted] spend amount.

Mr. [redacted], due to any confusion, the $18.88 in Orbucks have been added to your account, but they do hold a new expiration date of February 5, 2017.  I hope this better explains the different ways Orbucks can be earned, and whether an expiration date applies.  We do appreciate your business, and we look forward to serve you in the future.

Sincerely,

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

November 8, 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 Hilary [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from Ms. [redacted]’ complaint she is requesting a refund for a flight reservation.Our records indicate on March 17, 2016 the customer self-booked a round-trip flight reservation using Orbitz.com for two travelers. The flight reservation was operated by [redacted] Airlines, with flights departing on October 12, 2016 from Denver to Indianapolis and returning on October 16, 2016.From time to time and for a variety of reasons, airlines issue schedule changes. We understand that these changes can be inconvenient, time consuming and not customer friendly. However, 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. [redacted] Airlines was the operating carrier and merchant of record for the customers departure flights (the entity that received the funds) on this itinerary. Orbitz has no control over when, or how often, airline initiated schedule changes occur. Orbitz cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies.On July 9, 2016 [redacted] Airlines notified Orbitz of a change of time to the customers return flights. Due to this an email was sent to the customer as notification of the change. Per documentation the customer Ms. [redacted] accepted the change in time. To our understanding Ms. [redacted] was unaware of her return flights change in time. We highly suggest that customers review their flight details 24 hours prior to departure and if possible check in online directly with the airlines prior to departure. As these changes were finalized and displayed well before the customers departure flight we are unable to authorize a refund of the new tickets Ms. [redacted] purchased due to missing her return flight.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] feel Orbitz’s 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 clientsWe 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,Hayden [redacted]Tier 3 Customer Service

Complaint: [redacted]
I am rejecting this response because:
While I can appreciate your attempt at keeping information safe, I assure you that you have not looked into this matter fully.  I see in your response that you have referred to me as Ms., meaning that I am female.  As I would have to be to become pregnant.  It has been brought to my attention that the recording you all have of this conversation on 01/27/2016 was a male caller.  The only phone call I made to Orbitz was in fact on 02/24/2016, well after the fact that you all had my reservation canceled.  I do not believe that you have fully investigated this matter and would like all recordings pulled.  I also DID NOT receive any email notification that I needed to provide any sort of follow up.  In fact the person I spoke to on 02/24/2016 stated that it may be in my junk mail.  Now I ask you, why would all other emails come directly to my normal mail box and this "supposed" notification of medical proof go to my junk mail.  You all have perfected the art of talking circles around your customers until they simply walk away.  All I am asking is for this to be made right.  I am a single FEMALE, and I can provide whatever proof you need to prove that I am such, and that you all in fact did allow another party to cancel a reservation without my permission.  This just can not be acceptable.  I have had to go to great lengths and many hours to protect my identity and follow up with you all, with very little to NO response.  In fact, it has not been until I filed a complaint with Revdex.com that anyone has listened to me, much let take the time to respond.  I would like to also hear the recording on 01/27/2016 that you all claim you administer to calls, as proof that you have in fact looked into this matter fully and completely. It is extremely upsetting that all this could happen, and with no regard to myself or my experience. 
Sincerely,
[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.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I was refunded a total of $139.18. I did not receive ANY travel vouchers and when I inquired about one I was total I was refunded 730.80 and there was no travel voucher. I can show documented proof of only 139.18 being deposited into my account. I will be filing in Small Claims court Solano County on 07/20/2016 @ 10:00AM PST.  
Sincerely,
[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.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/08/07) */
Dear[redacted]
The Revdex.com has shared your recent correspondence pertaining to the name error and non-notification of the error. I appreciate the opportunity to review your account and respond to your concerns.
From...

your complaint, tickets were booked on May 19, 2015 for travel on July 30, 2015. The concern was the second ticket; the name was not a surname, however, just a suffix. As the system designated this as a fictitious name, the airline,[redacted], canceled the space. You were unaware of the cancellation until the date of departure. You are asking for a refund of the tickets, due to the non-use of the trip. Furthermore; your perception of Orbitz has become discontented due to the service you have received.
[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 terms and conditions associated with ticket bookings.
According to my research, the booking was made privately, meaning there was no assistance from a telesales representative to book the tickets over the phone.
As a travel agency, Orbitz is required to apply the applicable airline fare rules the moment the ticket is issued. The tickets were sold with the understanding that the fare was non-refundable and certain restrictions apply.
The tickets were issued; unfortunately, the name filed of the reservation acknowledged the suffix as the surname, which I believe should have been flagged as an error. This, however, was not the case. Subsequently, the airlines' reservation system did recognize this as a fictitious name, and canceled the space.
On your behalf, I have contacted our air product development group; this valuable information may be used in helping Orbitz to determine better overall experience for our customers. Feedback such as yours is critical to the operational side of our business.
Nevertheless, I do understand your point; Orbitz will refund the tickets in the amount of $1456.02 to the card ending in[redacted]. This will process today, August 7, 2015. Please allow a 3 to 5 day timeframe for the credit to appear on the statement. This will appear as an Orbitz credit, not[redacted].
Additionally, I will refund the Orbitz service fee of $13.98, which was charged to use the site. The same timeframe applies for the fee.
Therefore, the total amount of the purchase is refunded.
We take our customers' comments very seriously, and I thank you for your honest feedback.
[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
Initial Consumer Rebuttal /* (2000, 7, 2015/08/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Although we are still sad to have missed our vacation, I am glad that Orbitz has agreed to refund the cost of our tickets.

Dear Mr[redacted]

0pt;"> 
The Revdex.com has shared your recent correspondence pertaining to your hotel overcharges at [redacted] Resort Montego Bay.   
 
I have reviewed your reservation history to better understand the nature of your concerns.   You had a reservation at the [redacted] Resort Montego Bay that you were charged for an additional charge of $400.00 upon check-out. 
 
Nevertheless, I see that there is a resolution to your overcharge.  On August 18, 2016, Orbitz Customer Relations contacted the property.  The property agreed to refund your account on file in the amount of $400.00.  Furthermore, due to your inconvenience Orbitz placed 75 loyalty points into your account. 
 
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,
 
[redacted]
Orbitz Customer Relations
Chicago, IL

I booked a trip to hong kong and Thailand through orbitz. My return flight was to Newark airport where I paid additional money to fly through Newark instead of JFK since it makes 3 hours in the drive home difference due to traffic. One of my connecting flights was canceled by [redacted] and was instructed to call [redacted] (AA) to reschedule which they did to JFK airport. I was also instructed by ** to call orbitz to change my flights since I bought it through them, which orbitz said since ** changed your flight we can no longer see your reservations and I would have to deal with ** directly even though I booked through orbitz and paid additionally for trip insurance. I asked orbitz to at least help with transportation from JFK airport to home which one of their customer service managers said and I quote "you are screwed is exactly what I'm saying". After I gave up and went to Bangkok airport to fly back my flight was delayed by 2 hours meaning I am now missing my connecting flight home and called orbitz again to help me figure something out and they were extremely unhelpful leaving me stranded in Bangkok airport with no way to get back home until I send them a message on [redacted], where after spending 430 minutes on the phone (I have screen shots of my call logs) I incurred a $430 international roaming charges on my mobile phone, they coordinated with [redacted] to fly me to London, spending a night in London (without giving me any hotel accommodations had to figure that out on my own) and then finally getting home. In total I incurred $430 cell phone bill and major headache from poor customer service just to get home safely. Their customer service is robotic and unhelpful, they flat out passed the buck to [redacted] pretty much saying although I paid orbitz and paid for the extra trip insurance it's really all on [redacted] since they changed my ticket and they are no longer responsible for me. Makes me feel as if they got paid and now don't care wether I made it home or not they already got the money. Would never use their website again.

August 19, 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 a refund due to a site error.Our records indicate on August 2, 2016 the customer called Orbitz due to being charged for Frontier flights that she was unaware was purchased. We can confirm that this matter was resolved when the customer was refunded a total of $1,016.00. The time it takes the refund to post to the customer’s account depends on the time it takes the customer’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

June 14, 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 hotel reservation. We understand from Ms. [redacted]’s complaint she is requesting a refund of the hotel 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

Dear [redacted]The Revdex.com
has shared your recent correspondence with Orbitz so that we may assist you
further. It is my understanding there were schedule
changes made to your flights that affected your travel plans. I appreciate the
opportunity to review your account and...

respond to you. On behalf of Orbitz, I
sincerely apologize for the disappointing experience.Please know your
schedule changes were initiated by Etihad Airways. Orbitz has no control over the airline's
schedule changes, cancellations, or flight delays. However, we take every step
possible to ensure that our customers are re-protected on the best flights
available provided by the airlines. Orbitz is unable to put travelers on
alternative airlines, and must go by the rules and restrictions set by the
carriers. The flight options we offer are those the airlines have provided to us.When you purchased your ticket, you were charged directly by Etihad Airways for your transportation. You agreed to
their terms and conditions, and to their Contract of Carriage. All airlines
reserve the right to change their 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. I have copied a portion of
the terms below: Air transportation, whether it is domestic or international
(including domestic portions of international journeys), is subject to the
individual terms of the transporting air carriers, which are herein
incorporated by reference and made part of the contract of carriage. Times
shown in timetables or elsewhere are not guaranteed and form no part of this
contract. Carrier may without notice substitute alternate carriers or aircraft,
and may alter or omit stopping places shown on the ticket in case of necessity.
Schedules are subject to change without notice. After reviewing
your reservation history, I show the flight from Abu Dhabi to Mumbai was originally scheduled to
arrive Mumbai at 2:25 AM. Due to the schedule change made by Etihad
Airways; the flight was changed to arriving at 2:50 AM. The
airlines require that you have four hours to make the connection in Mumbai.
With the 6:40 AM flight; you would not have the four hours needed to make the
connection. So you were moved to the next available flight which was at 10:45
AM. I have attached a screen shot for you to review.Unfortunately, all airlines have schedule changes; and you really
only have two options. As the airlines change their schedules and move their
aircraft, you can agree and fly on the new schedule the airline has authorized,
or you can request to have the tickets refunded as an unacceptable flight
option. Should you choose to have the tickets refunded, you are then on your
own to rebook new flights that will be more desirable for you, at the
prevailing fare. Schedule changes on all carriers are frequent, and as a travel
agency, we must abide by the rules set forth by the airlines. [redacted], I do see you are a loyalty member with a current
balance of $46.19. In the appreciation for your continued business and support,
I have placed $75 loyalty points in your account. Our Loyalty program is meant
to emphasize our commitment to you, and we remain hopeful you will continue
using Orbitz for your travel planning needs. The current balance on this
account is now $121.19, and these are available for you to use immediately
toward a prepaid qualifying hotel booking.[redacted], thank
you for allowing me to review this with you. We appreciate your business, and we
hope to have an opportunity to serve you
in the future with your travel planning needs. Sincerely, Jeanna [redacted]Orbitz Customer RelationsChicago, IL

July 20, 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 canceling her flight reservation. We understand from the customers complaint she is requesting to have her flights canceled and refunded in full. On July 20, we contact Ms. [redacted] to acknowledge receipt of the Revdex.com complaint.Our records indicate on April 7, 2016 the customer called self-booked a package reservation for two travelers. The customer purchased a five night hotel reservation at Luxury Bahia Principe Samana - All Inclusive Adults Only, checking in on June 29, 2016, and checking out on July 4, 2016. The customers roundtrip flights were operated by United Airlines, departing from Raleigh, NC to Puerto Plata, Dominican Republic on June 29, 2016 and returning on July 5, 2016.Our records reflect that on May 21, 2016 Ms. [redacted] called customer service to receive assistance canceling her 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 fare rules 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. In addition, the customer would be responsible for any difference in fare.As of July 6, 2016 Ms. [redacted] called customer service to utilize her United flight credit for a new reservation. When discussing this with the customer on July 20, 2016 the customer Orbitz verified that the additional charge was successfully reversed. She also advised that she no longer would like to cancel her flights. Due to this we are unable to offer a refund for her flight reservation.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 would like Ms. [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 Ms. [redacted] thoughtful comments as we rely on customers like her to provide us with the information we need to continue improving our services. We would like to remind the customer that a $100 coupon has been placed in the customer’s account and is valid a year from issuance. 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

<*pan *tyle="font-family: Time* New Roman,*erif;">Dear M*. [redacted], <*pan *tyle="font-family: Time* New Roman,*erif;">Thank you for the quick re*pon*e. <*pan *tyle="font-*ize: 9pt; font-family: Time* New Roman,*erif;">I’m very *orry for the difficultie* you encountered on our web*ite while trying to confirm a re*ervation. We make every effort to keep our web*ite updated, but occa*ional technical i**ue* are inevitable in the e-commerce indu*try. Orbitz *trive* to quickly correct any web*ite problem* we may have. I apologize again for the web*ite problem* that affected your booking experience. <*pan *tyle="font-*ize: 9pt; font-family: Time* New Roman,*erif;">Plea*e know on your behalf, we did *peak with [redacted] Airline* regarding their locator [redacted]. Per [redacted] Airline*; thi* re*ervation wa* canceled and refunded. <*pan *tyle="font-family: Time* New Roman,*erif;">M*. [redacted], due to any inconvenience thi* ha* cau*ed, and a* a ge*ture of our *incerity, Orbitz ha* i**ued you a $100 U*D future travel voucher to u*e on your next Orbitz.com prepaid booking. Our voucher i* meant to empha*ize our commitment to you, and we remain hopeful you will continue u*ing Orbitz for your travel planning need*. <*pan *tyle="font-family: Time* New Roman,*erif;">Here are the in*truction* for the future travel voucher:<*pan>&nb*p;&nb*p;&nb*p;&nb*p;&nb*p;&nb*p;...⇄ <*pan *tyle="font-family: Time* New Roman,*erif;">When you make your next booking on Orbitz.com, plea*e forward a copy of the Orbitz Travel Document e-mail to u* at <*pan *tyle="font-family: Time* New Roman,*erif;"><*pan *tyle="color: windowtext; text-decoration: none;">Voucher@cu*tomercare.orbitz.com<*pan *tyle="font-family: Time* New Roman,*erif;">. Plea*e reference ca*e number [redacted] and my letter offering the $100 future travel voucher in your reque*t. Orbitz will then i**ue a credit to the card u*ed for the new booking. Thi* offer i* valid for one year from the date of thi* letter, until April 6, 2017. <*pan *tyle="font-family: Time* New Roman,*erif;">M*. [redacted], your bu*ine** i* truly valued, and we hope to have an opportunity to *erve you in the future with your travel planning need*. <*pan *tyle="font-family: Time* New Roman,*erif;">*incerely, <*pan *tyle="font-family: Time* New Roman,*erif;">[redacted] <*pan *tyle="font-family: Time* New Roman,*erif;">Orbitz Cu*tomer Relation* <*pan *tyle="font-family: Time* New Roman,*erif;">Chicago, IL <*pan *tyle="font-family: Time* New Roman,*erif;">

August 8, 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 a refund of her canceled flight reservations and further compensation due to interest charges sustained by her bank.Our records indicate that on March 4, 2016 the customer self-booked two packages reservation for a total of five travelers under itinerary [redacted] and [redacted] Both packages included a seven night hotel reservation at Ocean Turquesa - All Inclusive, checking in on July 30, 2016, and checking out on August 6, 2016. The customers flights were operated by [redacted] Airways, departing from New York, NY to Cancun on July 30, 2016 and returning on August 6, 2016. The customer also purchased a Roundtrip for Hotels in Puerto Morelos – Shared Shuttle: Cancun Airport (CUN).From time to time and for a variety of reasons, airlines issue schedule changes. We understand that these changes can be inconvenient, time consuming and not customer friendly. However, 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. [redacted] Airways was the operating carrier and merchant of record for the customers departure flights (the entity that received the funds and the company that charged the credit card) on this itinerary. Orbitz has no control over when, or how often, airline initiated schedule changes occur. Orbitz cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies.As of July 1, 2016 [redacted] Airways sent a notification to Orbitz about the customers flight reservations advising that due to a schedule change they have canceled the customers tickets. Due to this Orbitz was required to request a refund waiver code from [redacted] Airways. Per documentation multiple agents reached out to the airlines and was advised that it will take 7-10 days to have the waiver code generated so we are able to request a refund for the customers tickets.On July 15, 2016 [redacted] Airways provided Orbitz the refund waiver code allowing Orbitz to request a full refund of all five tickets. The refund was 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 airlines and the customer’s credit card company to process refunds. At this time we are unable to provide additional compensation due to the customers inconveniences.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