Orbitz

February 25, Revdex.com Complaint 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 attentionOrbitz 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 complaint [redacted] ) regarding the customer service issue and refund request Our records show on October 19, 2016, Ms [redacted] self-booked an Orbitz.com flight reservation with [redacted] Airways via booking number [redacted] in the amount of $1,We understand from Ms [redacted] ’s complaint, due to poor service provided by the airline, her return flight was missed which caused an unexpected expense and is requesting compensation Upon researching the customer’s complaint, we can confirm on January 7, 2017, when Ms [redacted] brought this matter to our attention, Orbitz contacted [redacted] Airways at the airport counter as was advised they were going to provide assistance to Ms [redacted] with the missed flight since there was an error on their part Orbitz’s acts only as a third party intermediary for airlines, hotels and cruises and must abide by the terms and conditions set by that particular vendorBased on the information provided above, we are unable to honor Ms [redacted] request for compensation We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] Corporate Customer Service

Dear [redacted] , The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you furtherIt is my understanding that you are upset about the amount you were charged for your packageI appreciate the opportunity to review your account and respond to your concernsOn behalf of Orbitz, I apologize for the disappointing experience and the inconvenience this caused youAfter reviewing your account, I do see your reservation that is confirmed for February 21, Please know you were charged $USD for this packageAny other charges you are seeing are actually soft charges or temporary authorizationsPlease be assured these charges automatically drop off within 3-business days, depending on your bankIf you would like to have the charges removed sooner, please contact our 24/customer service department at [redacted] or 001-[redacted] for English or [redacted] for Spanish, if calling from outside the USSomeone will be glad to contact your bank and request these charged be removedSome banks will honor our request, and other banks will wait for the pending charge to just drop off [redacted] , we certainly regret any inconvenience this has causedAs a gesture of our sincerity, Orbitz has issued you a $USD future travel voucher to use on your next Orbitz.com prepaid bookingOur voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needsHere 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.comPlease reference case number [redacted] and my letter offering the $voucher in your requestOrbitz will then issue a credit to the card used for the new bookingThis offer is valid until January 29, [redacted] , I hope this better explains why the additional charges are showing on your accountWe appreciate your business, and we hope to have an opportunity to serve you in the future with your travel planning needsSincerely, [redacted] Orbitz Customer Relations Chicago, IL

June 25, Revdex.com E.com - Alaska, Oregon & Western Washington / E.ca - Mid-Western and Central Ohio Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from our client, [redacted] We regret to hear that the customer did not accept our response and/or resolution offered We have further researched Ms [redacted] complaint (Revdex.com case number [redacted] ) regarding foreign transaction conversion fees As previously stated, Orbitz operates only as a third party booking intermediary for travel vendors Pricing is set by the vendors, who are the merchants of record, regardless of what country the purchase was initiated in In the case of Ms [redacted] flights, [redacted] Airlines is a foreign retailer and the company she made the purchase of service from There are generally two types of fees that customers can be charged, when purchasing goods or services from a nRetailer; A Foreign Transaction Fee, when charged, is added to the customer’s transaction by the bank that issues their credit card, for their part in handling the transaction with a foreign business A Currency Conversion Fee, which may be added by the customer’s card payment processor, such as Visa or MasterCard Both of these fees are not part of the initial transaction and Orbitz has no part in placing the charges or any way of determining if the customer’s bank and card processing company charges these fees, as part of their contract with the customer There are banks and issuers that have cards with no foreign transaction fees that customers who travel or shop internationally may wish to look into Ms [redacted] may also want to contact her bank and check into whether they would be willing to drop the fee as a courtesy As these fees are between the customer and the terms of her contract with her bank card issuers, we do not feel Orbitz is responsible for providing compensation in this matter The cost of her actual flight services were correctly charged by the airline and in keeping with the amount of her itinerary We apologize to the customer for the inconvenience this situation has causedThank 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 – Customer Service Expedia, Inc

Hello, hours and still trying to confirm tickets that were suppose to be confirmed yesterday when I called in Went to the airport and they don't have any confirmation Orbitz is blaming the airlines and [redacted] and [redacted] are blaming each other My frustration as you can imagine after hours, was that I called yesterday before the flight to confirm the tickets and they said seats would be assigned at the counter I show up and the have no tickets I was on the call for hours and the gentleman went on break so he transferred me, unfortunately the new person is now putting me on the same hold as before and researching all the same thingsI book business trips with Orbitz, for myself and employees This year we have flights booked so far Not sure [redacted] or [redacted] is any better but worth a shot**SSN [redacted] last ticket number, I took a picture of the phone and call i'm still on for proof

Complaint: [redacted] I am rejecting this response because: It doesn't satisfy the customer and clearly shows no concern for the customerI am demanding some type of compensation for everything I have gone through with your company Sincerely, [redacted] ***

June 7, 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 customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a car reservationWe understand from the customers complaint she requesting a refund of [redacted] of the car reservations that was purchased.Our records indicate on February 25, the customer self-booked a car reservation with OrbitzThe customer reserved a [redacted] or similar with [redacted] Car RentalThe car was due to be picked up on April 3, 2016, in Alexandria Louisana and returned to the same location on April 10, Due to a system error this reservation was created five times.Upon further research, we are unable to verify as of February 25, the customer called into customer service and spoke to an agent who was able to cancel and fully refund itinerary [redacted] , [redacted] and [redacted] .We would like to apologize for the inconvenience Ms [redacted] may have experienced, and for any lack of service he received while trying to resolve this issueDespite his recent experience, we do value his businessAs of June 7, Orbitz has fully refunded itinerary’s [redacted] amounting to $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 attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted] Tier Customer Service

November 18, 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 customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservationWe understand from Mr [redacted] complaint he is requesting a refund of his canceled flight reservations.Our records indicate that on May 7, the customer self-booked round trip flight for two passengers on Orbitz.comThe customers flights were operated by [redacted] Airways, departing from New York, NY to Punta Cana on February 18, and returning on February 25, 2017.From time to time and for a variety of reasons, airlines issue schedule changesWe understand that these changes can be inconvenient, time consuming and not customer friendlyHowever, 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 providersAmerican Airlines and United Airlines were the operating carriers and merchants of record for the customers flights (the entity that received the funds and the companies that charge the credit card) on this itineraryOrbitz has no control over when, or how often, airline initiated schedule changes occurOrbitz cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies.We are able to confirm that this matter was resolved on September 2, [redacted] Airways processed a full refund of the flight reservationThe amount of time it takes the customer to receive the refund depends on the airlines and the customers banking institutionThe airlines also provided the bank reference number [redacted] We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted] Tier Customer Service

July 11, Revdex.com Complaint Department – Orbitz Re: Orbitz Case #: O- [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret to hear that Mr [redacted] did not accept our response and/or resolution offered Orbitz reviewed Mr [redacted] online booking session on July 5, The online booking session did display the fare rules associated with the booking prior to Mr [redacted] completion of the booking, which stated: Tickets are non-refundable and non-transferable A fee of $per ticket is charged for itinerary changes Name changes are not allowed Mr [redacted] will retain a flight credit of $per passenger for a total of $on [redacted] Airlines for one year from the original ticket issue dateAt the time the customer rebooks their reservations, an airline incurred change fee of $per ticket, plus any increase in airfare will be collected The actual cost of the airline ticket was charged by the carrier directly, in this case [redacted] AirlinesPlease note that Orbitz serves as a third party intermediary for travel providers such as hotels, car rental agencies, and airlines, and as such we must abide by and enforce the terms and conditions set forth by the suppliers with which we work Orbitz makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasingWe provide your selection details on several pages for your review including the final payment screenWhen acting as their own travel agent it is each customer’s responsibility to review the details of their itinerary prior to finalizing any reservation Given the above, we are unable to offer the customer any additional compensation 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 If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] Tier Customer Service

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 customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from Seamus [redacted] (Revdex.com case number [redacted] regarding a flight reservationWe understand from Mr [redacted] complaint he is requesting a refund for a canceled flight Upon further research, we are unable to locate an Orbitz.com itinerary related to Mr [redacted] complaintWe respectfully request that Mr [redacted] provide us with an email address used to book the reservation and the itinerary numberIf he is unable to provide the requested information we request Mr [redacted] submit a copy of the credit card statement documenting the charge sustained for the flight ticketsWe ask he omit any personal information from the document, for security purposesThe requested information will enable us to appropriately address the customers concerns regarding a refundThe 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 attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted] Tier Customer Service

September 6, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case # [redacted] Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding a hotel reservationWe understand Ms [redacted] is requesting a refund of her hotel reservation.Our records indicate that on August 2, the customer booked a hotel reservation for four travelers by calling OrbitzThe customer purchased a four night hotel reservation at [redacted] Resort by Counts-Oakes Resort Properties, checking in on October 6, 2016, and checking out on October 10, 2016.Per the hotels cancellation and change policy: Cancellations or changes made before 11:PM local hotel time, Tuesday, September 06, are subject to a hotel fee equal to night(s) plus taxes and fees.We are able to confirm that this issue was resolved on September 5, when the customer called Orbitz to request a refundAs a one-time courtesy our customer service agent processed a refund of the remaining night of the canceled hotel reservationThe amount of time it takes the customer to receive depends on the customers banking institution.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted] Tier Customer Service

Complaint: [redacted] I am rejecting this response because: Orbitz did not resolve the issue they caused by not issuing eTickets with the booking as a result myself and children had to stay an extra night in Belfast at my expense and then an extra delay the next day when we flew to London from 8:30-3:Our re scheduled flight was meant to depart at 12:but Orbitz only issued eTickets for my year old and month old but not one for meIt was the Virgin Atlantic Rep at Heathrow airport that got us on the flight not orbitzI spent at least hours on the phone to OrbitzI was using a US cell phone in the U.KThey have not compensated my cell phone charges, my extra nights stay, food, my missed day of work or the overall inconvienceTo date they have offered a $website couponThere is no way I will ever use Orbitz againNot one person from their company has called to discuss this issue and they have stopped responding to email Tomorrow I will call delta and request a print out of the comments added by the VA repIn London outlining the issue was Orbitz the travel agentThey are accountable and should compensate for their mistakeHow was a month old and a year old to fly without an accompanying adult? The whole ordeal was ridiculous.Sincerely, [redacted]

Dear Mr [redacted] , The Revdex.com has shared your recent correspondence pertaining to the name entered during your booking process I appreciate the opportunity to review your account and respond to your concernsAt Orbitz, we understand the importance of properly confirming our customers’ choices throughout the booking processTo ensure the accuracy of our website, we do keep logs of our customers booking process for further reviewUpon reviewing our website logs of your booking process, the booking was initiated through the “Guest” path However, at the end of the booking process, you signed into your account directly When you are signed into your account, the system will read the information you have input If you are not the traveler, you will then be required to choose a name from the drop down from your listed travelers in your account if you are not the person traveling You have four persons listed in your “Travelers and Contacts”, and you would either need to choose a name from this list or add a new travelerMr [redacted] , unfortunately a new name was not chosen once you were signed into your account, and we were not contacted within the courtesy cancellation period As airlines do not allow full name changes, the airline imposed fare rules would apply, and the $Orbitz fee has already been waived Nevertheless, as a gesture of our sincerity, Orbitz would like to offer you a $USD future travel voucher on your next prepaid Orbitz.com airline, hotel or vacation package booking or we will allow the voucher to be redeemed towards the exchange under Orbitz record locator [redacted] 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 and my letter offering the $voucher in your request Orbitz will then issue a credit to the card used for the new booking This offer is valid until March 1, Mr [redacted] , we appreciate your business, and we hope you will provide us with a future opportunity to serve you with your travel planning needsSincerely, [redacted] Orbitz Customer Relations

Initial Business Response / [redacted] (1000, 5, 2014/09/24) */ Dear Ms[redacted] The Revdex.com has shared with us your correspondence regarding your recent experience with OrbitzI understand you did not receive an email confirmation for your booking at the [redacted] Hotel Montreal - Longueuil, as the email address was entered incorrectly during bookingI appreciate the opportunity to review your account, and respond to you On behalf of Orbitz, I would like to apologize for any frustration this has caused Please know, I have contacted the property to request a refund for your reservation; however, they have advised as the reservation was not canceled at least day prior to check-in, a refund will not be given Nevertheless, we do value you as a customer, and as a gesture of sincerity for your disappointing experience, we have processed a refund for the reservation in the amount of $The refund will appear back to your card within to business days Ms [redacted] we appreciate your business, and hope you will continue to use Orbitz in the future for your travel needs Sincerely, [redacted] Orbitz Customer Relations Chicago, IL Dear Ms[redacted] Thank you for your patience Please know, when we attempted to process the refund to your card we received an error Can you please provide your phone number and time you would be available, so I can contact you to get the credit card information? I look forward to hearing back from you Sincerely, [redacted] Orbitz Customer Relations Chicago, IL Initial Consumer Rebuttal / [redacted] (3000, 8, 2014/09/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes my phone number is 716-903-I will accept the response when the refund is processed Final Consumer Response / [redacted] (4200, 12, 2014/10/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I called twiceOnce on Friday and again today and I left messages both timesI will accept the response once the refund is processed Final Business Response / [redacted] (4000, 14, 2014/10/20) */ Dear Ms [redacted] Thank you for speaking with me earlier today Please know, the refund of $will appear back to your American Express ending in [redacted] within to business days If you have any further questions or concerns, please let me know Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

Dear [redacted] , The Revdex.com has shared with us your correspondence regarding your recent experience with OrbitzIt is my understanding you were unable to take your return flight from Port of Spain to New York and you are requesting a credit for the flight to use in the futureI appreciate the opportunity to review your account and respond to you On behalf of Orbitz, I apologize for any frustration this has caused you After further review of the reservation we do show per the fare rules placed on your reservation by [redacted] Airlines, which you agreed to at the time of booking, changes are not permitted to the reservation, meaning once the itinerary is booked no changes to date or time can be made and the reservation cannot be canceled for a future use creditUnfortunately, as you did not take the return flight and no changes are allowed to the reservation the value of the return flight has been lost [redacted] , as a travel agency, Orbitz is required to apply the applicable airline fare rules when performing a ticket exchange or cancellationAs the fare rules state no changes are allowed Orbitz is not in a position to offer a refund or credit for the return flight Nevertheless, we do value you as a customer; therefore, we would like to offer you a $future travel [redacted] to be used on your next Orbitz.com bookingOur [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 $ [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 April 13, [redacted] , we wish our response could be more favorableWe appreciate your business and hope you will continue to use Orbitz in the future for your travel needs Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

Initial Business Response / [redacted] (1000, 5, 2015/07/17) */ Dear [redacted] , The Revdex.com has shared your recent correspondence pertaining to your refund request of the airline tickets reserved under Orbitz record locatorI appreciate the opportunity to review your account and respond to your concerns Upon reviewing your account, I do show that you initially contacted us requesting to cancel the hotel reservation of your package due to the issues that are occurring in GreeceWe contacted the property on your behalf, and they would not authorize a refundI show that you later contacted us on July 7, requesting a refund of the airline reservations of the packageWe contacted Delta Airlines on your behalf, and the initial agent advised they would allow a refund of the tickets minus a $penalty feeThey were technically not offering refunds for travel to Greece; however, this agent was allowing this to be doneThis offer by the Delta agent was not accepted at that time [redacted] , when you contacted us back on July 10, 2015, Delta was no longer offering this refund, and advised that they would only allow the reservation to be canceled for future use and the penalty fees be waivedNevertheless, I have contacted Delta on your behalf, and as a gesture of goodwill, they have stated they would allow us to go ahead and cancel the tickets for refund, but the $penalty fee must be chargedPlease understand that this was an exception made by Delta [redacted] , please know that I have canceled all three Delta/KLM Airline tickets under Orbitz locator PBORBXXXXXXXXXXThe refund has been processed back to the original credit card charged in the amount of $minus all feesPlease allow to business days for the refund to processYour hotel booking is still showing confirmed, and is nonrefundableThank you again for the opportunity to address your concerns Sincerely, Charlotte [redacted] Orbitz Customer Relations

Dear ***, The Revdex.com has shared your recent correspondence pertaining to a reservation you tried to book on our websiteAlso, when you contacted our service department for assistance; they were not helpfulI appreciate the opportunity to review and respond to your concernsOn behalf of Orbitz, I apologize for the disappointing experience and the frustration this caused youI’m very sorry for the difficulties you encountered on our website, and the lack of professional of behalf of our staff while trying to confirm a reservationOrbitz strives to provide the best possible customer service, and I regret that in this case, we fell short of our goalPlease know we make every effort to keep our website updated, but occasional technical issues are inevitable in the e-commerce industryOrbitz strives to quickly correct any website problems we may haveI apologize again for the website problems that affected your booking experience***, I do see you are a loyalty Orbitz memberIn the appreciation for your continued business and support, I have placed $loyalty points in your accountOur Loyalty program is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needsThese are available for you to use immediately toward a prepaid qualify hotel booking, and they will expire on December 31, ***, we thank you for bringing this matter to our attentionYour business is truly valued, and we hope you will provide us with a future opportunity to serve you with your travel planning needsSincerely, [redacted] Orbitz Customer Relations Chicago, IL

Initial Business Response / [redacted] (1000, 5, 2014/06/05) */ Dear Ms[redacted] The Revdex.com has shared your recent correspondence pertaining to the possible refund of a ticket due to a missed flightI appreciate the opportunity to review your account and respond to your concerns From your complaint, you booked a ticket on February 5, for travel on May 23, This was with Air France from London to ParisDue to connection delays, the flight was missed; the airline Air France would not assist you to re-book the flights, resulting in additional costsYou attempted to contact Orbitz, without successYou believe that Orbitz should refund the ticket as this was booked via the websiteFurthermore; 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 terms and conditions associated with ticket bookings According to my research, the ticket was booked privately, meaning there was no assistance from a telesales representative to book the ticket over the phoneThe ticket was generated correctly, and the confirmation emails were sentThe airline, [redacted] acknowledged the booking and there were no schedule changes or service disruptions Orbitz has established a procedure for the situation which you have presented, that has been in place since 2009, stating if the travel is less than hours prior to departure, the airline is responsible regarding changes and re-accommodations such as the one you have presented According to my research, the first contact regarding the issue was the escalation to the Revdex.com Under the rules of the ticket, if a passenger does not utilize the outbound segment of the ticket, and no prior notification is given to the change flights or datesThe ticket becomes void, including the return portionThis policy is consistent throughout the airline industry, and the same rules would apply if you had booked the ticket directly from the airline or another travel agency While I recognize your disappointment and regret any inconvenience this may have caused, please understand that all travel agencies are required to follow the rules of the carrierThis entire fare was paid to [redacted] and Orbitz is required to adhere to all the airline's rules and restrictions Although I understand your frustration and dissatisfaction; we are confident that all pertinent information about the cancellation policy was presented to you during the booking process 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 $1, Sincerely, [redacted] Orbitz Customer Relations Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/06/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept their policies I do not accept their process in offering a phone number to international travelers which is incorrect/unavailable during certain hoursHours that are not stated(Find the number- I found [redacted] - and call it.) I concede but I hope Orbitz can at the least offer better customer support

September 24, Revdex.com Orbitz.com - Alaska, Oregon & Western Washington Complaint Department Re: Orbitz Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Orbitz, Incregarding 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, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Orbitz, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding a request for a partial refund for a hotel bookingThe customer found that she was not able to use her reward “Orbucks” when paying for a reservation with [redacted] , as we are unable to apply reward points to [redacted] payments The customer agrees to the Orbucks Reward Program Terms of Use when signing up for the program, which states in part: The Terms and Conditions of this Program are subject to change as may be necessary to comply with such laws or regulationsBy participating in the Program, You release Orbitz and its affiliates and partners from all claims or liability regarding Your participation in the Program, including but not limited to any claims related to the earning and redemption of OrbucksOrbitz suppliers are in no way affiliated with or responsible for Orbitz Rewards Rewards Program administration Orbitz makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasingWe provide their selection details on several pages for your review, including the final payment screenThe payment screen shows what the customer’s final charge will be before they submit their final choice to complete their reservation The customer can cancel the booking before making their final payment if they are not in agreement with what will be charged to their account We regret the inconvenience this matter has cause, however Ms [redacted] retains her Orbucks in her account, still available for her use We are not able to refund the amount of the Orbucks she had intended to use, however the reservation is refundable at this time If she would like to cancel the reservation and re-book it as a hotel collect reservation, she can contact an agent for assistance in processing the [redacted] refund However, we are not able to guarantee the rate being offered by the hotel will be the same as her current booking We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] Tier Corporate Customer Service

August 5, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case # [redacted] Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a hotel reservationWe understand the customer is unhappy about not being able to utilize her hotel reservation.Our records indicate that on July 12, the customer self-booked a hotel reservation for two travelers using Orbitz.comThe customer purchased a one night hotel reservation at [redacted] Suites of Concord, checking in on July 18, 2016, and checking out on July 19, 2016.On July 18, the customer called customer service due to the hotel not being able to locate her hotel reservationPer documentation the assisting agent called the hotel and was advised that due to the hotel being sold out the customer was not able to check-inAt Orbitz, we strive to provide the highest level of customer service, and it’s disheartening when one of our vendors does not work to meet that goal as wellWe regret that Ms [redacted] had a less-than-satisfactory experience when you stayed at the [redacted] Suites of Concord, and we hope that our relationship with her will not be negatively affected.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and the airlines and is subject to the rules and restrictions of those providersAt the time of booking, Ms [redacted] agreed to the Terms of Use, which expressly provide as follows:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of OrbitzOrbitz is not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there fromOrbitz has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted] Tier Customer Service

April 21, 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 youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding flight reservationsWe understand the customer is requesting a refund for the $booking fee, and $for the amount of the [redacted] Airlines ticketOur records indicate on March 28, 2016, the customer booked combined one way fare flight reservations – itinerary [redacted] – using the self-service tool on the Orbitz websiteOn April 21, 2016, a refund in the amount of $was processed back to the customer’s original form of paymentThe amount of time it takes for the customer to receive a refund depends on the length of time it takes the airlines and the customer’s credit card company process refundsAs [redacted] Airlines was the merchant of record (the company that charges the customer’s credit card) for the amount of $44.00, Orbitz did not charge the customer’s credit card for the flight reservationsWe request that Ms [redacted] provide Orbitz with a copy of her credit card statement reflecting the charges from [redacted] Airlines for further reviewWe ask the customer to omit any personal information from the document, for security purposesOnce received, Orbitz will further assist Ms [redacted] in resolving this issueThe customer may submit the information through the complaint submission on the Revdex.com websiteThe actual cost of the airline ticket was charged by the carrier directly, in this case [redacted] AirlinesOrbitz serves as a third party agency for travel providers such as hotels, car rental agencies, and airlines; as such we must abide by and enforce the terms and conditions set forth by our partnersWe act only as an agent for their product and do not have the authority to override or to change their policies We hope that with the information provided, we have addressed all of the customer’s concerns and look forward to assisting them further with their future travel needsIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] Tier Customer Service