Orbitz

Complaint: [redacted]
I am rejecting this response because:
I just got off the phone with [redacted] Airlines after being on the phone with them for over an hour (including all of the times I was asked to hold) and was referred back to Orbitz. I tried using the directions provided in the last response from Orbitz, however the record locator and itinerary number provided by Orbitz when the reservation was cancelled is not recognized by the website. 
Yet again the buck has been passed. Orbitz - you are the worst travel company I have ever had to deal with. I will NEVER use your site again as you have made no effort to assist the customer. You continue to rip people off, pass the buck and give false information. I should have booked elsewhere to begin with. 
Sincerely,
[redacted]

August 22, 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 flight reservation. We understand from Mr. [redacted]’s complaint he is requesting a refund of the return portion of his ticket.Our records indicate on May 7, 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 from Vancouver to Bangkok and returning on July 8, 2016.As of the response deadline of this complaint, have contacted [redacted] and are unable to obtain the necessary information from them needed to provide and appropriate reply to the customers complaint. 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,H[redacted]Tier 3 Customer Service

Dear Ms. [redacted],
Thank you for the follow-up response. Again, I do apologize for your continued disservice with Orbitz. We certainly empathize with the inconveniences you encountered.
We acknowledge that we canceled your flight in error, and I sincerely apologize for not meeting the high standards, we have set.  Orbitz has already refunded you for the pur[redacted] of the new tickets.  Also Orbitz issued a voucher in the amount of $250.00 that per your request has been surrendered.  Orbitz is not a position to refund any further incidentals. 
Ms. [redacted], we understand this is not the reply you were hoping for, but we are unable to grant your refund request.  Thank you again for the opportunity to address your concerns.
Sincerely,
[redacted]Orbitz Customer RelationsChicago, IL

Complaint: [redacted]
I am rejecting this response because: the tickets may have been issued again at 11:40pm on the 21st, but the were for travel dates on 5-22-2016, taking one full travel day off our trip. And making both of us lose over 800 in PTO expenses alone. The airline refused to compensate for the lost paid time off and for lost accommodation costs due to their error. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
This is the same response from the first time and it is unsatisfactory! I am aware of the policy and I could have copied and paste it myself on here. What is upsetting me even more is that you have yet to address the poor customer service and lack of knowledge of a service in which you offer. The fact that is a 3rd party service is of no care to me for the customer should not be the one to have to deal with the issue, that would be between the company and insurance company. Yes, I am seeking a full refund because I DO NOT wish to book a flight with your company again! The insurance company is clear of their responsibility on the return portion of the policy. Per my contract, it clearly states that Orbitz will absorb the $200.00 change fee, so why not just absorb your fee and issue me the refund of my ticket. This is becoming ridiculous! I don’t need any apologies for the lack of competence that you and your people have displayed on this matter, I just want the company to take their lost that they have to take anyway per the policy and give me my refund so I can go about my business and never have to deal with Orbitz again!

Dear Mr. [redacted],
The Revdex.com has advised us of a complaint that you have made regarding
an issue you experienced, when attempting to book a ticket. My understanding is that on
October 8th between 9-10pm central time, you attempted to book 2 roundtrip tickets...

from
DFW to Cancun. You were booking [redacted] for the outbound flight and [redacted] for
the return flight. The total quoted for both tickets was $713.00. You proceeded to the check out
page, saw the [redacted] symbol and [redacted]. The page jumped back at that point, and you received an error message stating "your request could not be processed please try again later." You refreshed
the page, but the prices had not changed. You checked your My Trips, but nothing was showing. You
also checked email, but had not received anything. You attempted to book again and received the same
results. After that, your finance checked her bank statement, since it was her card that was being used.
It reflected two charges for [redacted] Airlines for $397.00. Your finance contacted [redacted], who stated that the reservation had come through half way. [redacted] advised they were waiting for Orbitz
to finish the reservations. You then contacted Orbitz Customer service, when you spoke with the first
representative, they advised you that they needed to transfer you. At that point you received a dial tone, and then immediately called back. You called back and were advised they need to transfer you again. You asked for the number of the department you were being transferred to, which they gave
you. When they transferred you, again you received a dial tone. When you tried reaching the number,
you realized it was disconnected. You called back again, and this agent stated again you needed to be transferred. This time the transfer was successful. You finally were able to speak with someone and
explain the issue. The agent advised there was nothing they could do but wait the 3-5 days for the
money to be returned. You told the agent you wanted to speak with a supervisor. They said no, you
asked again, and the agent said that the supervisor was just going to tell you the same thing. You asked
again to be transferred and finally spoke with a supervisor after waiting for one hour and twenty minutes. The only solution they offered was to rebook with them directly and wait for a refund for the
original attempted purchase. This person did offer you a $75.00 voucher. Since you did not have the extra fund available, you could not proceed to book. The next day, your fiancé had a conference call
between herself, Orbitz, and [redacted]. [redacted] advised it was put through so many times that it
generated fraud alert.
On behalf of Orbitz, I apologize for the inconvenience and the disappointing experience. All fares are determined directly by the airlines and can be updated at any time. Unfortunately, fares are not guaranteed until they are ticketed. Orbitz is not able to restore a fare once it is sold out or discontinued by the airline. Airfares and availability change throughout the day, based on demand for the flight and the airlines' right to change them at any time. Orbitz monitors these changes closely and makes every effort to keep our fare displays as current as possible.
Orbitz, as with any travel agency, is required to apply the fares and fare rules in effect at the exact moment of your booking. Unfortunately, fares can change very rapidly as the carriers continually adjust their flight loads, especially during peak travel times.
Mr. [redacted], please be advised that we appreciate you business. As a gesture of goodwill, I have deposited
$150.00 Orbucks into your Orbitz account. These points will be valid for one year toward the purchase of
hotel bookings on the site. Thank you again for reaching out to us in this matter. We hope to have a future opportunity to serve your travel needs and restore your confidence in our products and services.
Sincerely,
Steve Lennertz
Orbitz Customer Relations

Dear [redacted],   The Revdex.com has shared with us your correspondence regarding your recent experience with Orbitz. It 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 future. I 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 credit. Unfortunately, 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 cancellation. As 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 $150 future travel [redacted] to be used on your next Orbitz.com 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 $150 [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, 2017.   [redacted], we wish our response could be more favorable. 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

July 29, 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 emails. We understand from Ms. [redacted] complaint she is requesting a stop to daily emails..Our records indicate on April 30, 2016 the customer booked a car reservation through Orbitz.com. Upon booking this reservation the customer registered her email address for a guest account. As of July 29, 2016 Orbitz has requested to remove your email address from receiving promotional email.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

May 17, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O-[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.Please accept our apologies for any lack of service you received while trying to resolve your situation. It is never Orbitz’s intent to mislead or to cause inconvenience to our clients, and we are sorry that you feel Orbitz has done so. Orbitz goes to great lengths to supply our clients with the information and opportunity to make well-informed travel purchases, and we are more than willing to assist our clients in any way commercially possible. We at Orbitz are dedicated to providing knowledgeable service and support to our clients.Due to Orbitz being a third-party intermediary, we had to contact the Air France to request a refund of the reservation. The airlines authorized a full refund of one ticket due to the error that caused [redacted] to have two tickets. As of May 17, 2016 a full refund of one ticket amounting to $498.16 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 Mr. [redacted]’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

September 19, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted]Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret to hear Mr[redacted] did not accept our response and/or resolution offered.As previously advised, the customer booked one roundtrip ticket with [redacted] Airlines who is  the merchant of record, and the company that charged the customer’s credit card. We hope you understand we have to abide by their rules and regulations. Based on the fare rules agreed to at the time of booking, [redacted] Airlines flights stated to take any action on the reservation, the customer had to contact them directly. As Sprit Airlines does not provide us access to their tickets we are unable to assist the customer with changing or canceling the reservation. If the customer chooses to change the reservation he must contact [redacted] Airlines directly. Due to the purchase of insurance Orbitz is able to reimburse Mr[redacted] the change fees sustained. To request the reimbursement of the change fees we request the customer to contact Orbitz customer service and submit the receipt/bank statement documenting the change fees sustained.Please review the Cancellation Fee Waiver policy agreed to upon below:For a published air ticket, credit may be issued per applicable airline policies less airline change fees, and Policyholder will absorb the change fees. The actual airfare could be higher at the time of rebooking; in that event the price differential would be your responsibility. You are allowed to change or cancel your trip for any reason one (1) time prior to the start of your trip.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.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

August 9, 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 Annie [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from Ms[redacted] complaint she is requesting a new ticket to be issued at the rate at which it was booked.Our records indicate on June 25, 2016 the customer self-booked a round trip flight for one traveler. The flight reservation was operated by [redacted] Airlines, with flights departing on August 30, 2016 from Nanjing to Los Angeles, CA on January 31, 2017.On June 25, 2016 [redacted] Airlines notified Orbitz that the customer’s credit card information was not accepted therefore we reached out to the customer for a different form of payment. Due to the customer not providing that information we were unable to issue the customers tickets. Our records reflect multiple calls being made into customer service by Ms. [redacted] in regards to her flight tickets. On July 5, 2016 the customer contacted our customer service in regards to assistance issuing her tickets. Per documentation the agent offered to honor the original rate by having Orbitz cover the difference in rate and book a new reservation for the customer which included one stop. The customer declined this offer.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. We utilize a real-time airline reservations database that contains current ticket prices and availability. The database is updated regularly as fares change and seats are sold. In addition, the airline limits the number of seats available for discounted fares; as the discounted seats sell out fast, those airfares are no longer available. Consequently, it is possible that a specific fare that is available when customers book their reservations will no longer be available when it comes to ticketing the reservation. Airfares are subject to change until the tickets and the reservation is confirmed. Orbitz is unable to change or alter the fares provided by the airlines therefore we are unable to book Ms. [redacted] ticket at the rate originally quoted.When finalizing a reservation on Orbitz.com, the user agrees to the specific rules and restrictions provided during the booking session. As set forth in the Orbitz Terms of Use:SUPPLIER RULES AND RESTRICTIONS:Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.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:  A better offer of compensation should be offered or let the 75 dollar coupon be applicable to a car rental as well as a hotel
Sincerely,
[redacted]

Dear Mr. [redacted], The Revdex.com has shared with us your correspondence regarding your recent Orbitz experience. It is my understanding that when you booked your cruise reservations with Orbitz you were advised that if you canceled more than 120 days before departure there...

would be no penalty; however, when you called to cancel you were advised of a $200 total penalty to cancel. I appreciate the opportunity to respond to your concerns.   On behalf of Orbitz, I would like to apologize for any frustration this has caused you.   Please know we have processed a refund for the $200 penalty you were charged. The refund will appear back to the original form of payment within 7 to 10 business days.   Mr. [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

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 package. We understand from Ms. [redacted] complaint she is requesting a full refund of her package reservation.  Our records indicate on June 14, 2016 the customer self-booked a purchased a package reservation for two travelers. The customer purchased a five night hotel reservation at Saint John Hotel Villas & Spa, checking in on July 19, 2016, and checking out on July 24, 2016. The customers flights were operated by [redacted] departing from Barcelona, Spain to Mykonos, Greece on July 19, 2016 and returning on July 24, 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 hotel cancelation policy Ms. [redacted] agreed upon when booking the reservation, “The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.”We can confirm that Ms. [redacted] contacted customer service on June 14, 2016 in regards to canceling her package reservation. The agent that assisted the customer cancel the flights. Since the flights were successfully canceled within 24 hours of purchase, A refund totaling $1,108.60 was processed to the customers original form of payment. Our records reflect multiple calls being made by the customer in regards to requesting a refund for her hotel reservation. Due to the customers hotel reservation being non-refundable Orbitz made multiple calls to the hotel. Orbitz has been advised multiple times by the hotel that due to the non-refundable rate of the customers reservation they will not authorize a refund of Ms. [redacted] reservation.We are able to confirm that while the customer was reserving her package on Orbitz.com, on the trip summary page located on the right side under the title “Trip Information” the customer would have been advised that “This hotel reservation is non-refundable and cannot be changed or canceled.” Also, after Ms. [redacted] input her credit card details but prior to booking the reservation the customer would have had to scroll down past the title “Review and book your trip”.  Within the box displayed the “Flight Terms” and “Hotel Terms” listed separately for the customer. Due to this we are unable to authorize a refund for the customers hotel portion of her package.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 it is unethical and wrong to expect us to pay for phone calls we were obligated to make to Orbitz to try to resolve a situation entirely caused by Orbitz, in which no one we call was able to assist and in fact we were placed on hold, transferred and told to call back M-F.  We followed an ethical protocol and it is the responsibility of the Orbitz,  who caused the issue, to reimburse the expense.  Orbitz does not have a toll free international number nor does it have an email customers may use to contact in case of emergency.  Canceling our return flight certainly put us in a precarious situation.   We had no other means to be in contact with Orbitz other than by phone.  
Sincerely,
[redacted]

June 2, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O-[redacted]Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret to hear Mrs. [redacted] did not accept our response and/or resolution offered.As previously advised, On May 17, 2016 [redacted] Services S.A advised Orbitz that they will not be able to refund the customers reservation. Due to this we are unable to refund Ms. [redacted] shuttle reservation.We sincerely apologize about the frustration and inconveniences that this has caused but must abide by the cancelation policies that were provided by [redacted] Services. We are not trying to discharge ourselves from any responsibility; we only want to convey that we were able to provide Ms. [redacted] with the necessary information related to her shuttle purchase before our system asked her 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

May 19, 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 their reservations. 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.Again, 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.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,[redacted]Tier 3 Customer Service

Initial Business Response /* (1000, 5, 2014/11/24) */
Dear Mr.[redacted]
The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you further. It is my understanding that you have been trying to book a package on our website, but the fare keeps...

increasing prior to purchase. On behalf of Orbitz, I apologize for this frustrating experience and any disappointment this has caused. I appreciate the opportunity to review this matter and respond to your concerns.
It may be helpful to understand that as a third party travel agency, we have no control over airline fares. When you click through the booking path, the website constantly sends the flight information to the airline and if the fare has changed, the airline returns an error message with the new price.
Orbitz, as with any travel agency, is required to apply the fares and fare rules in effect at the exact moment of your booking. All fares are determined directly by the airlines and can be updated at any time. Unfortunately, fares are not guaranteed until they are ticketed. Orbitz is not able to restore a fare once it is sold out or discontinued by the airline.
In your situation, you may be booking a flight with an unusual itinerary or airline. Sometimes, if a particularly itinerary is not booked frequently enough, then the airline's fare cache becomes stagnant and the unavailable fare still appears in the search results. If you could please provide the details of the flight you were trying to book, I can forward that information to our Air Operations team to alert the airline of this stagnant fare cache.
Also, as a gesture of our sincerity and goodwill, I would like to offer you a $150 future travel voucher that you may use toward your next Orbitz.com prepaid 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] Please reference case number [redacted] 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 for one year from the date of this letter, until November 24, 2015.
Thank you for bringing this matter to our attention. We value your business, and hope to have a future opportunity to restore your confidence in our products and services.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL

Dear Mr. [redacted],

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The Revdex.com has shared your recent correspondence pertaining to your refund request of your package under confirmation [redacted] due to the property overbooking their services. I appreciate the opportunity to review your account and respond to your concerns.

Upon reviewing your account, I do show that your booking was reserved via [redacted] Hotels main site.  They are a partner that utilizes our services for their booking needs.

Your concerns have been reviewed, and refunds have been processed due to the overbooking of your hotel reservation.  A refund has been processed in the amount of $3,416.36 to the [redacted] card ending in [redacted].  There was a second refund processed to the same credit card in the amount of $1,311.72.  The time it takes for a refund to process does differ by card.

Mr. [redacted], it has been advised that your refunds have been processed, and future travel vouchers have been offered due to the inconveniences this has caused.  Thank you again for the opportunity to address your concerns.

Sincerely,

[redacted]
Orbitz Customer Relations

May 3, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O-[redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and...

concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a hotel reservation. We understand from Ms. [redacted]’s complaint she requesting a refund for a recently booked hotel reservation and further compensation. On May 3, 2016, we contacted Ms. [redacted] to acknowledge receipt of the Revdex.com complaint.Our records indicate on April 6, 2016, our agent assisted the Ms. [redacted] with booking a hotel. The reservation was for a two night stay for two travelers at the [redacted] Inn Havelock, checking in on May 27, 2016, and checking out on May 29, 2016.We have confirmed that during the booking of the reservation, the agent quoted the customer the final price of $97.75 per night and a total price of $194.48 when including the customers Orbucks prior to ending the call. We have verified that the agent did not use any of the customers Orbucks and charged the customer the full amount of the reservation totaling $220.40.Due to our agents error as a one-time courtesy, Orbitz has agreed to reimburse Ms. [redacted] the $25.92 difference of what the customer was quoted and what the customer was charged. The time it takes the refund to post to the customer’s account depends on the time it takes the airline and the customer’s credit card company to process refunds. 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 issue. Despite his recent experience, we do value his business. Orbitz issued a $25 Orbitz Travel Coupon to use on a future trip, due to the inconveniences. This coupon is valid towards the future purchase of an E-Special Rate hotel reservation, either as a stand-alone hotel or in a vacation package. The coupon will appear in the booking path for the next qualified reservation, and it is valid until one year from the date of this letter.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service