Orbitz

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

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

<*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;">

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!

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

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]

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]

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]

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

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.

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.

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

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.

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

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]

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...

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

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

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

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]