Orbitz

July 2, 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 Ms. [redacted] is requesting a refund of her hotel reservation.Our records indicate that on May 9, 2016 the customer self-booked a hotel reservation for three travelers using Orbitz.com. The customer purchased a three night hotel reservation at [redacted] by [redacted]l Panama City, checking in on June 3, 2016, and checking out on June 5, 2016.Upon further research, we are able to verify that the customers card was authorized for the total amount of $257.40. When the customer called customer service on May 9, 2016 Ms. [redacted] canceled the reservation causing the authorization to fall off of the card. If the customer’s account is still showing that she is being charged for the canceled hotel reservation we advise her to provide the below order number to her banking institution.Order Number: [redacted]If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

Initial Business Response /* (1000, 5, 2015/07/15) */
Dear Ms.[redacted]
The Revdex.com has shared your recent correspondence pertaining to the penalty fees associated with utilizing your canceled United Airlines ticket under Orbitz locator PBORBXXXXXXXXXX. I appreciate the...

opportunity to review your account and respond to your concerns.
At Orbitz, we understand the importance of notifying our customers of all of our supplier's rules and restrictions. Airline fare rules are given and must be agreed to in order to confirm your booking, and if the reservation is canceled.
Ms.[redacted] please understand that as a travel agency, Orbitz does not hold the funds for the tickets reserved, and we are required to follow all airline rules and restrictions. As the $200 penalty is an airline fee, Orbitz is not authorized to waive those fees. This fee is a standard charge with United Airlines when any changes are made to a nonrefundable ticket, no matter if the ticket is reserved via United Airlines directly or via a travel agency.
Ms.[redacted] we are happy to waive the $30 Orbitz fee to process your exchange, but we are required to charge the $200 airline imposed change fee and any difference in fare. I wish that my response could be more favorable.
Sincerely,
[redacted]
Orbitz Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/07/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When agreeing on postpoing the trip (not canceling) and hoping for the ability to use the money later, I didn't see any message saying that I will lose almost ALL of the money for the trip. There might have been a message somewhere that there would be a fee applied. However, it's the travel agency's responsibility to let people know WHAT they will lose and HOW MUCH those fees will be. If the travel agency claims that a person will have a CREDIT for a year which he/she can use, that means that that person should be able to use the money within that year. Also, I made changes in the tickets within 2-3 business days, without canceling at the very last moment. Please, handle this situation correctly. People don't want to hear about disappointment in services.
Final Business Response /* (4000, 9, 2015/07/18) */
Dear Ms.[redacted]
Thank you for your follow-up response, and I appreciate the opportunity to address your continued concerns.
At Orbitz, we understand the importance of displaying all airline rules and restrictions to our customers prior to reserving a reservation or canceling. The booking in question was canceled via our online service, and the full airline rules and restrictions are displayed and must be agreed to prior to canceling. If a customer does not want to process the cancellation, they do have the option to retain the booking as confirmed.
Ms.[redacted] as a travel agency, Orbitz is not authorized to waive the airline imposed change fees. These are the same rules, whether your ticket is reserved with an agency or with the airline directly. I wish that I could offer you a more favorable response, but we are unable to waive the airline penalty fees.
Sincerely,
[redacted]
Orbitz Customer Relations

Complaint: [redacted]
I am rejecting this response because: you charged me 300 US dollars to cancel.  I do not believe I should have to pay to cancel when I would have never booked if I had known the booking was in US dollars.  The Canadian dollar is at an all time low right now.  I want to be reimbursed my 300 US dollars and I don't want your loyalty points.  I am going to warn other Canadians so the same thing does not happen to them.
Sincerely,
[redacted]

October 3, 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 full refund of her flight reservation.Our records indicate that on March 28, 2016 the customer self-booked a package reservation for two travelers. Within the reservation the customers flights were operated by [redacted] Airlines, departing from Little Rock, AR to Punta Cana on August 30, 2016 and returning on September 4, 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 June 19, 2016 the customer contacted our customer service department for assistance canceling these flights. Our records reflect that the agent was able to cancel and refund the customers flight reservation in full. 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. On October 3, 2016 Orbitz reprocess the refund. By doing this we have expedited the time it will take to reach the customers card.We apologize for any inconvenience this lapse in time may have caused Ms. [redacted] We would like her 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 her thoughtful comments. We rely on customers like Ms. [redacted] to provide us with the information we need to continue improving our services.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, 2015/05/27) */
Dear Ms. [redacted]
The Revdex.com has shared your recent correspondence pertaining to your travel segments being cancelled and changed. Also, your correspondence mentioned that you did not receive a $50.00 Orbitz Future...

Travel Voucher. On behalf of Orbitz, I apologize for any confusion, and 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 the reservation request for travel on May 4, 2015; however, we were unable to confirm this reservation and tickets were not issued. The booking was cancelled on February 26, 2015 at 305A, and an email notification regarding the flight cancellation information was forwarded to your email on file at [redacted]@hotmail.com.
Regarding your Male reservation concerns; we do show that there were airline imposed schedule changes that affected your travel times. At Orbitz, we understand the importance of notifying our customers of any changes that occur to your flight as quickly as possible. However, airlines can change or cancel flights with little or no notice. We certainly regret that you did not receive your notification on the initial change; however, there were subsequent time changes made very close to your departure date. We made every effort to contact you via email and by phone with the changes during your travels. An email was sent to you on May 16, 2015 at 103P to [redacted]@hotmail.com with the latest schedule change because we could not reach you by phone. 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.
Please know that the Orbitz Future Travel Voucher in question was also sent to the email address of [redacted]@hotmail.com, on May 7, 2015 at 1016A. This email included the instructions to redeem your voucher along with your voucher case number of XXXXXXX. Your voucher is good to use until May 7, 2016.
We are unable to offer you a refund for the error for your trip itinerary; however, as a gesture of our sincerity, Orbitz would like to increase our previous offer of a 50USD voucher to a 150.00USD 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 [redacted]@Orbitz.com. Please reference case number XXXXXXX and my letter offering the $150 voucher in your request. Orbitz will then issue a credit to the card used for the new booking. This offer is valid until May 7, 2016.
Ms. Flakes, 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
Chicago, IL
Initial Consumer Rebuttal /* (2000, 7, 2015/06/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
While I do appreciate Orbitz' sincerity in the gesture of increasing the reimbursement, I do feel that more should have been done to contact me. I show no record of a telephone call from Orbitz. I have no voicemails from the agency, and was on travel from May 4 - June 4, so any phone calls would have gone directly to voicemail, and I would have responded to voicemails, as I was checking them daily. I will also go through and look for the emails sent - as indicated by the dates given - but upon previous searches, I have seen no such emails.
My greatest concern regarding this complaint was that (per the airline) the cancellation was made 90 days prior to the flight departure to Male. It would seem that 90 days prior to departure, one would think there would be sufficient tiime to have been contacted by someone. I didn't leave the U.S. until May 4th; departure for Male was scheduled for May 18th, which means a cancellation 90 days prior (on April 4th) would've given Orbitz @ least 30 days to reach me prior to my leaving the U.S.
Nevertheless, I would like to thank Orbitz for there gesture of goodwill. I have used the company on many occasions, and will continue to use them. I just think that somebody dropped the ball in this one instance, and things do happen in every business operation.
I look forward to a continued healthy customer relationship.
[redacted]

Dear Ms. [redacted], The Revdex.com has shared your recent correspondence pertaining to your nonrefundable ticket.  I appreciate this opportunity to...

respond to your concerns. It is my understanding that two reservations were booked on Orbitz’s website, and you are requesting a refund of one of the duplicate airline tickets.  Orbitz has reviewed your reservation history in our website and email logs to better understand the nature of your concern.  Our records show two non-refundable tickets for passenger [redacted] were booked on Orbitz’s website.  Nevertheless, I see that there is a resolution to your refund.  On March 2, 2016, you were advised by Orbitz that ticket number [redacted] associated with Orbitz confirmation number [redacted] was being refunded.  Furthermore, due to [redacted] Airlines duplicate ticket policy, [redacted] Airlines charges a processing fee of $75.00 to refund your duplicate booking.  However, Orbitz has refunded this fee to your account.  Please know that the amount of $282.20 the price of the airline ticket has been refunded to your account on file.  Allow 5 to 7 business days for the refund to process.  As a gesture of our sincerity, Orbitz would like to offer you a $80USD future travel [redacted] on your next prepaid Orbitz.com airline, hotel or vacation package booking.  Our [redacted] 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 [redacted]: When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [redacted]@customercare.orbitz.com.  Please reference case number [redacted] and my letter offering the $80.00 [redacted] 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 March 3, 2017. 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 Chicago, IL

Initial Business Response /* (1000, 5, 2014/07/29) */
Dear Mr.[redacted]:
Thank you for contacting Orbitz via the Revdex.com. On behalf of Orbitz, I sincerely apologize for this disappointing experience.
It is my understanding you processed three reservations that Orbitz was...

unable to confirm, therefore, you are requesting compensation for your loss credits.
I have reviewed your bookings and would like to share my findings.
Orbitz record locator[redacted] booked online July 27th was canceled due to a name error entered at the time of booking.
With regard to Orbitz record locator PBORBXXXXXXXXXX, as advised via e-mail, we were unable to receive confirmation from the airline due to limited availability.
Unfortunately, with Orbitz record locator PBORBXXXXXXXXXX, we experienced the same issue where the airline was unable to confirm the flights you selected.
Mr.[redacted], Orbitz is unable to process the ticket until we receive confirmation from the airlines of the requested space. Fares are not guaranteed until confirmed by the airline and ticketed. The flight booking request page that is displayed at the time of booking is only an acknowledgement that the flights you selected have been sent to the airline for approval and does not guarantee ticket issuance.
While none of the above bookings were website errors generated by Orbitz, we value your business and as a gesture of goodwill, 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 prepaid airline, hotel or package booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [redacted]
Please reference case number XXXXXXX 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 for one year from the date of this letter, until July 29, 2015.
M.[redacted], we appreciate your business, 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 /* (3000, 7, 2014/08/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I Do NOT accept the response and the resolution as it does not compensate for the loss incurred due to no fault of mine.
Firstly, I have used Orbitz in the past and as such have traveller profiles saved on my account using which the 1st ticket was booked but back then Orbitz did not have a second column for Middle name and the middle name was entered and saved along with the first name. This time when I booked the ticket I selected the saved profile used for booking previously and the booking was confirmed, it gave me an option to check the particulars of the traveller and change and edit the same. At this point I realized that NOW Orbitz does have a middle name coloumn so I went ahead and selected change name and put the first name in the first name column and the middle name in the middle name column and the last name in the last name column and pressed saved and the site advised me the changes were saved. I did not suspect anything wrong at first but when the name changes did not reflect online for a couple of hours I called the call centre and they confirmed to me that I would have to cancel the booking and rebook due to an error on their website as name changes to multiple sector bookings could not be done on the website. I was Offered a $50.00 inconvenience coupon and asked to rebook. KEEP IN MIND this cancellation was done well within the 24 hours of free cancellation facility available for this booking.
Secondly, My credit card was charged 3 times for tickets that were not issued to me, it was confirmed but then cancelled due to the reasons and limitations submitted by Orbitz, which are due to no fault of mine.
Apart for the time loss and the inconvenience and loss of money due to late booking with another platform I LOST REAL DOLLARS IN EXCHANGE RATE DIFFERENCE DUE TO ORBITZ.
Orbitz should not have charged my credit card before verifying with the airline that the ticket could be issued or not.
When booking the same sector with another online travel agency at the time of booking confirmation only $0.01 was charged to my credit card to verify the validity of my credit card the full amount of the Airline ticket was charged to my credit card when the actual electronic tickets were issued.
Where as Orbitz charged my credit 3 TIMES @ $2400.33 Canadian Dollars for a total of CAD $7200.99 and held that for a couple of days.
By charging my Canadian Dollar Credit card the full amount of the ticket USD 2165.53 @1.1084 amounting to CAD $2400.33 and then refunding that USD $2165.53 to my Credit card which calculated USD $2165.53 @ 1.0523 amounting to CAD $2278.84 an exchange rate difference for the amount CAD $121.49 occurred and I lost $121.49 CAD in this transaction due to no fault of mine.
I would like Orbitz to reimburse my REAL DOLLAR LOSS of CAD $121.49 + Plus the above offer for the inconvenience as a suitable response as the very least!
Thanks,
Brgds,
[redacted]
Final Business Response /* (4000, 9, 2014/08/12) */
Thank you for your recent reply. I am sorry for your continued disappointment.
Please know that we advise on our website that all fares are in USD.
While we regret your disappointment with your online experience, regrettably, Orbitz is unable to refund bank fees charged by your bank for currency conversion.
As the tickets did not generate; you might want to contact your bank for their refund policy.
While we are unable to refund you in the amount of $121.49, we will make a onetime exception and upgrade our $50 voucher, to a $125 voucher. Please use the instructions previously sent with the $50 voucher offer. We hope you will accept our offer in the spirit it is intended, as Orbitz is unable to further compensate in this matter.
Sincerely,
[redacted]
Orbitz Customer Relations

Complaint: [redacted]
I am rejecting this response because:I called [redacted] Airlines, I was told orbitz would have to handle it, because my ticket was purchased through orbitz. When I check orbitz website their were alternative flights with other carriers. I feel that orbitz customer service is the worse , because of their lack of even trying rather than saying they can't.  I will never ever use or suggest anyone use them. Pay a little more and go straight to the airline carrier or someone else. 
Sincerely,
[redacted]

I used Orbitz to book hotels twice recently. First one on their website, the hotel is supposed to include breakfast but it actually does not. Second one on the website it says include "free parking", "free breakfast", and "free WIFI". Guess what??? Only free WIFI is provided.

I don't trust Orbitz anymore because of their system is very outdated and very not responsible. If you want to enjoy a worry-free vacation, don't use Orbitz to book.

I purchased a round trip ticket with Orbitz. I wanted to upgrade my seat class and the airline said I needed to contact Orbitz since I purchased the ticket through them. I called the first time asking the gentleman and he advised me that it would be a $5000+ difference I would have to pay. That is just absurd. How did the representative come up with $5000? I even repeated the number to him because I was so shocked. Anyway, I decided maybe ill return my ticket and purchase it through another company. I called back and I spoke to this lady and I asked her (out of curiosity) how much it would be to upgrade my seat. She told me $900+. Totally different number from the last guy. She also informed me that my ticket was non-refundable but I will get a credit back from Orbitz to use within a year. So I told her that I would need to think about that and give them a call back. So while I was thinking it over, I went on Orbitz.com and saw my same flight in a Premium Economy class for a $423 difference. How did the two representatives give me such a large difference? I called back the third time and spoke to another woman who informed me if I refunded my ticket, I would have to pay $100. But then she told me that it was fine if I wanted to upgrade my seat but I would have to pay a $50 penalty for changing my flight plus the $423 difference. Unfortunately, while being on hold, her line disconnected. No phone call back. I mean, how am I getting so many different answers! Just unacceptable at this point. I am extremely frustrated and I wrote an email to Orbitz customer care. I got an email back pretty much like " Sorry and we will pass the message along". No phone call from anyone to help me solve my issues. Just a lame email. I am not asking for a credit or anything. Just someone who is well informed who can help me make the necessary changes. Some of the Orbitz representatives obviously need extra training. That was just ridiculous. Wasted an hour calling, being put on hold, and not getting what I needed to get done. Great job Orbitz.

I have been using Orbitz for air tickets and hotels for years. It was generally good until yesterday when I tried to change my air ticket. I called three times, two in the afternoon yesterday and one this morning. Three agents gave completely different answers to the same question.
The first agent told me I needed to pay $600 for the change. The second agent told me I could get a voucher of more than $300 since the new ticket is at a much lower price. And the third agent told me she could not check my ticket information. There is ERROR when she checks my ticket and she advised me to book another ticket! Other than that, I was put on hold for more than 1 hour 15 minutes and right now I am still on hold!

September 26, 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 Mr. [redacted] is requesting clarification of the hotels cancelation policy while booking a reservation online.Upon further research, we are unable to locate an Orbitz.com itinerary related to Mr. [redacted] complaint. We respectfully request that Mr. [redacted] provide us with an email address used to book the reservation and the itinerary number. The requested information will enable us to appropriately address the customers concerns.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

Complaint: [redacted]
I am rejecting this response because: First off it starts that I booked my own flights which if they pulled the call on that day the representative refused to book the flight for me, she said she was having computer problems but yet when I asked her questions regarding flights she had no problem giving me details.  This company is a scam they never tell you that when you book a flight with them that your travel points will be cut in half, a [redacted] agent told me about this one.  Also my flight itinerary  never transferred into my [redacted] account correctly and a [redacted] agent had to transfer the information over because this happens a lot to customers and that's when they told me it would be cheaper to  book a flight directly with them and I would be given my full points if I traveled with them.  I double checked my flights with Orbitz against pricing with [redacted] and she was right.  I had a good will coupon for $100 that the booking agent refused to use towards a flight because she said I cannot use it towards a flight.  I told her I received the coupon because it took two agents and a supervisor to book a domestic flight and I was on the phone for over 4 hours!!! So credit was issued towards next flight.  All this information can be confirmed if they pulled their call logs.  Lastly an update since Revdex.com has been working on this.  I went up the chain of command to get a full refund.  My call with agent started around 4pm EST and I was on hold with Orbitz out of  LasVegas awaiting a decision on my refund. The gentleman picked up the phone approximately midnight my time !!!! I informed him since I had to book two one way flights with your agency that according to the website it Had to be canceled through an agent I could not do it on line.  So I told him I attempted to cancel and I was placed on hold and a recording  comes on stating "Due to high call volumes please call back tomorrow", or pretty close to it.  I explained this to man in Vegas he placed me on hold and came back and said that he checked around with other supervisors and that message does not exist.  I said "Are you calling me a lier and I said it most definitely exists and he said quote unquote "I have had people wait 8 hours on the phone to get a full refund for their ticket"  Wow.  I do not understand how they are still in business.  Since the company is distrustful I do not expect positive results.  I wanted to explain my situation publicly and their Revdex.com rating score is in the toilet anyways and frankly when I mentioned this to a rep at Orbitz they do not care because the agents booking flights are in Singapore and cannot even book a flight from Florida to Syracuse NY they had no idea where this place was or knew any of their airport codes!!
Sincerely,
[redacted]

Orbitz offers some great deals but can't deliver on what they offer. I wasted 5 hours trying to book a flight that after entering everything it states that it cannot complete the booking, try again later. After trying again later and entering all the information again, same result. So I called Orbitz, after being on hold for several minutes they could see what the flights I was trying to book and the Orbitz representative was very kind and helpful and said let me book those flights for you. After I repeated all the information again and she entered it, she got the same result. She then offered me the flights at a higher price, I said OK. She had to obtain and enter all the information again (multiple flights and multiple passengers). Same result, could not complete the purchase. She offered other flights at a much higher price. I asked how Orbitz can offer flights that they can't deliver. I understand that prices can change but 3 times during one call? She tranferred me to a manager. After being on hold for several minutes, Orbitz hung up on me. I recommend that you don't waste your time, book directly with the airlines.

Complaint: [redacted]
I am rejecting this response because:There must be a terrible mistake and complete misunderstanding. I never called a second time to relocate to another hotel, and neither spoke to any supervisor. I did however as previously mentioned I was promised by one of your collegues that a complete refund will be processed and the only thing I had to do was call and cancel. I did exactly what was instructed. Sadly I cant provide you with requested documents due to the fact that it will be embarrasing and humilitaing to have to bother a hurting family for such records in which we are all still sadden by the death. I did what the representative instructed me to do and I learned at a later time that I was lied to. This is not fair, I deeply asked that my case be reviewed in good faith due to the situation My family and I are in and currently living. I would appriciate your cooperation in this matter and help me with refunding back in full for the services never used and respectfully understand the situation I am in... I need help with all the added funeral and misc expenses encountered due to this unforseen incident. Again your kindness, understanding and goodnfaith intentions will be greatly appriciated deeply. I have never been in such situation like this one, it is very confusing and difficult. 
Sincerely,
[redacted]

Dear Mr. [redacted],
Thank you for your follow-up response, and I appreciate the opportunity to address your concerns.
Please know that at Orbitz, we are undergoing a transition in our systems.  This is causing a delay in future travel vouchers being redeemed; however, they are still valid on a qualifying booking.  Upon reviewing your case number 4972041, I do see the future travel voucher in the amount of $25.00, but it is showing as paid. 
Mr. [redacted], if you feel that you have not received payment, please forward a copy of your new itinerary along with the case number mentioned above to  [redacted]@customercare.orbitz.com to request this be reviewed.  This is the Department that would need to review your request and address your concerns regarding the redemption.
We apologize for any inconvenience this transition has caused.  We do appreciate your business, and hope that we have a future opportunity to serve you.
Sincerely,
[redacted]
Orbitz Customer Relations

Rude Customer Service, Shoddy Business Practices.

Initial Business Response /* (1000, 5, 2015/03/26) */
Dear Mr. [redacted]
The Revdex.com has shared your recent correspondence pertaining to the service fee associated with an airline ticket. I appreciate the opportunity to review your account and respond to your concerns. My...

understanding is that you booked a flight through Orbitz for[redacted] Airlines. You were within our free courtesy cancel time frame. When you contacted us, the agent advised you to contact[redacted] directly. When you asked about also refunding the $21.99 Orbitz service fee,[redacted] the agent advised that it would not be possible.
On behalf of Orbitz, I apologize for this disappointing experience. The agent directed you to[redacted]
because we showed a schedule change that the airline had initiated. When this happens, we advise customers to go through the airline directly, as when these changes are made, the airline must handle any reissue/refund. I certainly apologize also for the mishandling of your request to refund the service fee. I have refunded this fee for you; it will go back to the original form of payment, the Visa card ending in [redacted]. Please allow 5-7 business days for the refund to appear on your account.
Mr. [redacted] please be assured that your business is appreciated. As a gesture of our sincerity, we would like to offer you a $75.00 future travel voucher on 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]@orbitz.com. Please reference case number XXXXXXX and my letter offering the $75.00 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 March 26, 2016.
Thank you for the opportunity to review this matter with you. Please be assured we value your business and look forward to serving you in the future with your travel planning needs.
Sincerely,
[redacted]
Orbitz Customer Relations

July 16, 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]he was not able to book a recent flight reservation but sustained charges.Upon further research, we are unable to locate an Orbitz.com account related to Ms. [redacted] complaint. We respectfully request that Ms. [redacted] provide us with an email address used to book the reservation and the itinerary number. If the customer is unable to provide this information we request Ms. [redacted] submit a copy of the credit card statement documenting the charge sustained for the airline tickets. We ask she omit any personal information from the document, for security purposes. The requested information will enable us to appropriately address the customers concerns regarding a refund. The customer may submit the information through the complaint submission on the Revdex.com.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]

November 28, 2016Revdex.comComplaint Department – Orbitz Re: Orbitz Case #: [redacted]Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret to hear Mr. [redacted] did not accept our response and/or resolution offered.Our records confirm that the customer called Orbitz on August 30, 2016 due to [redacted] Airways canceling his reservation. Due to this a full refund was requested. After contacting [redacted] Airways on Mr. [redacted]’s behalf they confirmed that the full refund was processed on September 2, 2016 to the customers original form of payment. The provided the reference number 0507MPCF77ZCQ so the customer can verify with his banking institution that they have properly processed the refund.Since [redacted] Airways was the operating carrier and merchant of record for the customers flights (the entity that received the funds and the companies that charge the credit card) on this itinerary. Orbitz has no control over when, or how often, airline initiated schedule changes occur. If the customer is still not showing the funds we suggest he initiate a chargeback with his bank or credit card supplier for the charge by [redacted] Airways.We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service