Orbitz

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]

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

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, 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

Booked business flight through Orbitz, with a split flight [redacted] down, Virgin back. While in LA for business, I had to extend my trip the day I was scheduled to return home. I spoke with a lady who was helpful in trying to accommodate my change in plans and change in airport, since it was less expensive for me to fly out of SFO instead of LAX. After helping me find the best flight, she had me booked for SFO a few days later, I gave all of the billing information she needed to complete the transaction and she told me everything was set. She then put me on hold and about 15 minutes later, finally came back on line and said I had to be transferred to a different department. At this point, things went downhill quickly. A new agent came on the line and started the process all over again, trying to put me back on a flight leaving from LAX even when I told him that the prior agent and I had already booked everything for the SFO flight. He would ask me one question, put me on hold for 15-20 minutes, then come back and ask another single question, and this process repeated itself for over an hour. Why my updated flight information and booking wasn't available to him was unacceptable, but what made it worse was that he kept talking right over me even when I was trying to tell him the exact flight the first agent and I had agreed to. Over an hour and a ridiculous number of holds later, he finally came back on to tell me he had me booked - on everything the first agent had already set me up for. He told me to hold one last time and then disconnected me. I called back again, got a third agent and told her what had happened. She looked up my reservation and confirmed that everything was set for the SFO flight and I was good to go.
When I arrived at SFO a few days later, I couldn't check in at Virgin. I was sent to the full service counter where the Virgin agent confirmed that my ticket was invalid. My reservation was apparently in some sort of ticket purgatory, stuck in Orbitz's ticketing system. The Virgin agent said I had to call Orbitz, get someone on the line, and then the Virgin agent could talk directly with Orbitz to get things straightened out. I did as asked, gave my phone to the Virgin agent, who then proceeded to get placed on hold by Orbitz. Nearly forty minutes later and he's still trying to get things sorted out with Orbitz. The Virgin agent finally told me, as he's once again sitting on hold with Orbitz, that if I simply paid the fare difference and cancellation fee now directly to Virgin, he could end the call and complete everything on his end. Since I now had just over an hour left to get through the notorious TSA lines and onto my plane, I agreed just so I could make the SEA flight as it was the last one of the day, even though it was $30 higher on that day than what I had agreed to with Orbitz two days prior. At that point, the Virgin agent had everything settled in three minutes.
Orbitz, it turns out, had somehow managed to book me onto the SFO flight (I had a Virgin confirmation code which, when entered into Virgin's website, showed the correct SFO-SEA airports), but still showed LAX as the departure airport. This half fix caused the invalid ticket when trying to check in directly with Virgin. Despite having given all of my billing information to Orbitz and having confirmed with them that everything was completed and finalized when I called back after getting disconnected the day I rebooked the flight, they had neither completed the reservation nor charged for the change. Both of those issues made it impossible for Virgin to correct my ticket on their own.
Two lessons learned here:
1. Even though the reservation through Orbitz says to call them (and I called the number given), always go directly through the airline when changing flights.
2. I will never use Orbitz again to book a flight.
The time spent on calls, misrepresented booking status, stress at the airport, change in prices and overall general awful experience of trying to reschedule the return flight should be acknowledged and compensated.

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

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.

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

August 23, 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 Best Price Guarantee for a flight reservation. We understand from Mr. [redacted] complaint he is requesting a refund due to locating a lower price within 24 hours of booking her reservation.Our records reflect on August 4, 2016 the customer self-booked round trip flight for two passengers on Orbitz.com. The customers flights were operated by [redacted]Asia, departing from Ho Chi Minh City to Bangkok on April 9, 2016 and returning on April 12, 2016. This flight reservation totaled $441.25.On August 4, 2016 the customer submitted a Best Price Guarantee claim for a slight totaling $417.25. The same day the customers claim was denied due to not specifying the cabin class. After further reviewing the customers Best Price Guarantee submission and the Best Price Guarantee terms and conditions. We have to deny the customers claims due to the customers screenshot not including the cabin class. Please review the Best Price Guarantee terms and conditions and link below:https://www.orbitz.com/p/info-other/guaranteesMust be "Apples to Apples" Comparison. The Best Price Guarantee is available only for exact itinerary matches. For example, the specific [redacted]line and cabin class (First, Business, Premium Economy or Coach/Economy), hotel (including room type), ship and cabin category, rental car company and vehicle class, applicable refund policy, and the exact same dates and times of travel or service as booked through Orbitz.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]Tier 3 Customer Service

My wife and I booked a round trip flight from Charlotte to Dublin on 4 Nov to depart on 14 Nov. The Orbitz site let us select seats at the time we purchased tickets but I learned today that it meant nothing. Turns out that none of our seats had been confirmed so now we'll be lucky to get a seat on standby. We had to call [redacted] and [redacted] to try and get seats only to be told that we had to wait until we were at the airport to get them. I spoke to Orbitz customer service and they were useless. This was my first and last time booking travel with Orbitz. I have never had this happen with any other site. DO NOT USE ORBITZ FOR TRAVEL.

Initial Business Response /* (1000, 5, 2014/04/09) */
Dear Ms.[redacted]
The Revdex.com has shared your recent correspondence pertaining to pricing fluctuations regarding bookings. I appreciate the opportunity to review your account and respond to your concerns.
From your...

complaint, you booked an air and hotel as a package on April 3, 2014 for travel on June 29, 2014. During the booking process, the ticket costs rose due to price fluctuation; you believe that Orbitz should honor the original rate quote. Upon contacting customer service, believing this to be a seamless process, the matter became worse. You are asking for the price difference from the original quote, and the actual price paid to be refunded. Furthermore; your perception of Orbitz has become discontented due to the service you have received.
Ms.[redacted] I do understand your concern in this regard; travel can be a hectic experience, and Orbitz does try to meet the expectations of our customers with current prices along with terms and conditions associated with ticket bookings.
In referencing your concerns; all fares are determined directly by the airlines and can be updated at any time. Airfares and availability change throughout the day, based on demand for the flight and the airlines' right to change them. Orbitz monitors these changes closely and makes every effort to keep our fare displays as current as possible.
Orbitz has confirmed your reservation history in our website logs, as well as the underlying airline reservation system. We have confirmed that the package was booked correctly, with the amount of the package presented to you prior to accepting the costs. For your reference, I have attached screen-shots of your login session, including the time stamp, April 3, 2014 at 10:55 am CT to this the email.
Upon review of the login session; the initial search resulted in a package price at $4,423.36, which when attempted to book, did not materialize due to availability. Upon the next search, the price changed to $4,875.36. The final page prior to purchase, you acknowledged the amount of the costs, along with terms and conditions. The last sentence above the "Agree and book" states "This ticket is non-refundable."
Although I sincerely apologize for any website problems that may have affected your booking experience, Orbitz cannot be held responsible for an increase in fares by the airline during these website issues.
Regrettably, Orbitz is not in a position to compensate for any additional expenses due to the situation presented.
Ms.[redacted] I understand this may not have been the answer you were looking for; however, we hope this explanation clarifies the reason Orbitz will not refund the amount desired of $452.00.
Sincerely,
[redacted]
Orbitz Customer Relations

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:
After I received your previous answer from April  14 th,  I  called  ORBITZ on  April 15th  2016.  I spoke to [redacted] at 4:30 p.m and after 2 hrs. On the phone, they did not know anything about the ORBITZ CASE # O-[redacted] told me that there is no file about this number, and I needed to call again to Revdex.com, because they have no idea about the case number; and after that, I requested to speak to a supervisor. After25 min., another woman (whose name is [redacted]) answered the line and she told me to call [redacted]; I replied that I had received an Email from Revdex.com saying that the problem was solved, and that the only thing that I needed to do was to call and re-book my flight. Nevertheless, she kept saying that it was me who had to call [redacted]. Besides, she sent me an E-mail (which I added) of what I had to do.
As I said before, ORBITZ is just disregarding the importance of this problem, and they do not really want to deal with this situation seriously.
In conclusion, after another 4-hour long distance call, I am back where I started.
Please help me move on to the next step. This is so frustrating!
I really do not want ORBITZ to take advantage of me.
Sincerely,
[redacted]

August 2, 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 Desislava Balasa (Revdex.com case number [redacted] regarding a flight reservation. We understand from the customers complaint they are requesting a full refund of their flight ticket.Our records indicate on May 9, 2016 the customer self-booked a round trip flight for one traveler. The flight reservation was operated by [redacted] Airlines, with flight departed on July 28, 2016 from Sofia connecting in Istanbul and arriving in Washington, DC and returning on October 15, 2016.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 50 EUR per passenger would be charged.We have confirmed that on July 18, 2016 the customer contacted Orbitz to received assistance changing their fights. Per the documentation the customer was advised of the fare rules and declined to change the ticket.As an effort to advocate on the customers behalf we reached out to [redacted] Airlines on August 2, 2016. We were advised that the passenger fully utilized the outbound portion of the ticket. They also advised that there is no policy in place for flights departing in October therefore at this time they are unable to authorize a full refund of the customers return flights.We sincerely regret that we are unable to offer a more satisfactory response or resolution to the customers concern. At Orbitz we try as much as possible to provide not only excellent customer service but we also try to exceed what is expected of us. However we know that there are some instances when policies associated with the purchases made on our website cannot allow for a resolution that is more favorable to our customers. We are not trying to discharge ourselves from any responsibility; we only want to convey that we were able to provide the customer with the necessary information related to the flight purchase before our system asked the customer to complete the reservation online.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

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]

July 16, 2016Revdex.comComplaint Department – Orbitz Re: 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 the customers complaint she is requesting the ability to use her flight credit.Our records indicate on April 27, 2016 the customer self-booked a round trip flight for two travelers. The flight reservation was operated by [redacted] with flights departing on June 13, 2016 San Francisco, CA to Kahului, HI on June 20, 2016.As of May 13, 2016 the customer called Orbitz customer service to change the flight dates to departing on August 24, 2016 and returning on August 31, 2016. The new flights that the customer chose had a fare that was lower than then the original fare. This caused the customer to retain a residual credit of $170 per ticket.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 airlines fare rules agreed upon when booking the reservation, “residual value may not be used toward change fee, collect fare difference if applicable, charge full change fee.” As Orbitz is a third party intermediary with [redacted] we are unable to change or alter any of the fares or fees that have been provided to the customer upon booking the initial reservation.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 have an email that says the flight had not been confirmed which would have allowed me to respond within the 24 hour window.  I could not cancel.  As soon as I received a email that the flight was confirmed I called and spoke with a representative.  He said to cancel the flight which I did.  Upon cancellation is when I received the notice of the $200 dollar fee.  When I spoke with the agent to inquire about the cancellation fee he said the company would respond in 48 hours, I called 3 days later I was told it would take another week which is unacceptable.  
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because I was told over the phone by 3 different Orbitz representatives, a manager and a supervisor, that the advertised price online was not available anymore, however it was still advertised online later that day, and the next day as well.  They would not honor their advertised price.
Sincerely,
[redacted]

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]