Orbitz

Dear Ms. [redacted],

11pt;">

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...

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

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

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

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

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]

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

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.

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

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

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

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

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.

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!!!

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], 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

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

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]

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.

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