Orbitz

Dear Mr. Reitinger,
Roman">
The Revdex.com has shared your recent correspondence pertaining to not being able to travel as scheduled due to not being aware of the airline imposed schedule change that occurred on your flight.  On behalf of Orbitz, we apologize for any disappointment, and appreciate the opportunity to review your account and respond to your concerns. 
At Orbitz, we do offer our customer the convenience of being able to access their booking via their “My Trips”.  We make every effort to update all information regarding your flight details via this service.  However, when airline imposed schedule changes occur, the change will occur in your itinerary, but may not always update on the Orbitz provided “My Trips” as the change was made by the airline directly. It is recommended that flights are checked-in for as quickly as this is allowed by the airline, especially when trips have been made far in advance.  All updated flight information will be displayed during the check-in process. 
Nevertheless, due to the confusion, I have processed a refund in the amount of $1,289.58 total back to your Visa card ending in 0732.  Please allow 3 to 5 business days for the refund to process.
We apologize again for the any disappointment.  We appreciate your business, and we hope you will provide us with a future opportunity to serve you with your travel planning needs.
Sincerely,
Charlotte [redacted]
Orbitz Customer Relations
Tell us why here...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Dear Jack,The RevDex.com has shared your recent correspondence with Orbitz so that we
may assist you further. It is my understanding that you were denied boarding
due to a system error with Turkish Airline. You are requesting a refund for
your ticket. I appreciate the...

opportunity to review your account, and respond
to your concerns. On behalf of Orbitz, I sincerely apologize for the
disappointing experience, and the inconvenience this has caused. I'm truly sorry about the difficulties you encountered. However,
Orbitz has no control/oversight of airline irregular operations, flight delay
or cancellations. When Orbitz learns of such issues, we advise our customers to
notify the airline corporate offices directly of any complaint, so they can
address the concern. That way, the airline has an opportunity to review the
problem and make any necessary adjustments to their operation and/or service. I do show the refund request was already submitted, and Turkish
Airlines has provided file number 9516411, so you can follow-up
with them directly on the status of the refund. Their phone number is
800-874-8875.Jack, thank you
for allowing me to review this with you. We appreciate your business, and we
hope to have an opportunity to serve you in the future with your travel needs.Sincerely,Jeanna [redacted]Orbitz Customer
RelationsChicago, ILTell us why here...

Terrible customer service. Assistant had poor English. I was on the phone with them for over 90 minutes about a cancellation and refund.

September 7, 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 from the customers complaint she is unhappy her partners Orbucks not being applied to the booking.Our records indicate on September 1, 2016 the customer self-booked a hotel reservation for a one night stay at the [redacted] Inn by Wyndham Denver checking in on September 1, 2016 and checking out on September 2, 2016.After reviewing the customers step-by-step booking process we are able to confirm that the initial account that was signed into was the account under the name of Adrian. When the user began to search for hotels they were no longer signed into their account. After sifting through multiple hotels and checking the prices we are able to confirm that for each checkout page the total amount displayed for the [redacted] Inn by Wyndham Denver was $136.90. When booking the reservation we are able to verify that there was no account signed in. Through our system we are able to verify that the reservation was booked under the account with the name [redacted] We apologize about the inconvenience of the reservation being booked under [redacted] account. We would like to advise the customer that even though Orbitz’s website does not provide an option to save account information there is a possibility of her account information being saved under her browser settings therefore pre-populating. As the individual booking the reservation agreed to the price of the reservation prior to inputting the credit card details. We are unable to authorize a refund of the customers reservation.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 response.   Please know we are currently working with our ticketing department and [redacted] regarding making an exchange to your ticket. Once I have a resolution I will contact you immediately.   If you have questions before that time, please let me know. Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

March 17, 2016
Revdex.com
Complaint Department – Orbitz
Re: Orbitz Case #: S-[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 requesting a refund for a recently booked package reservation and further compensation. On March 17, 2016, we contacted Mr. [redacted] to acknowledge receipt of the Revdex.com complaint but were but were unable to reach the consumer.
Our records indicate on March 11, 2016, our agent assisted the Mr. [redacted] with booking a package. The agent booked a package reservation under itinerary 13286063374 and 13285170816, which included a four night stay for four travelers at the [redacted], checking in on April 29, 2016, and checking out on May 3, 2016. The itinerary also included a round trip flight operated by [redacted] Airways for four passengers scheduled to depart on April 29, 2016, from Burlington, VT to Orlando, FL  and returning on May 3, 2016.
We have confirmed that during the booking of the reservation, the agent quoted the customer the final price of $2329.73 prior to ending the call. We have also verified that the agent duplicated the booking charging the customer twice for the package. Due to our agents error, Orbitz has agreed to reimburse Mr. [redacted] the $100 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.
Our records reflect the customer calling Orbitz on March 11, 2016 to cancel the second itinerary. In reviewing Mr. [redacted]’s account, we have verified that the agent successfully canceled the flights within 24 hours of purchase. When the flights were voided, our internal system reflects that the tickets were voided and the funds would have been released within the 24-48 hours timeframe. During the call the customers hotel was refunded in full to the original form of payment. The agent also issued the customer a $50 coupon due to the inconveniences.
We would like to apologize for the inconvenience Mr. [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 has replaced the customers $50 coupon with a $100 Orbitz Travel Coupon for use on a future trip. This coupon is valid towards the future purchase of an E-Special Rate hotel reservation, either as a stand-alone hotel or in a vacation package.  The coupon will appear in the booking path for the next qualified reservation, and it is valid until one year from the date of this letter.
We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
[redacted]
Tier 3 Customer Service

August 27, 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 Mr. [redacted] complaint he requesting his flights to be linked to his [redacted] account.Our records indicate on July 10, 2016 the customer self-booked a flight reservation for two passengers on Orbitz.com. The customer purchased a one-way flight for two travelers. The flight reservation was operated by [redacted] Airways, with flights departing on February 18, 2017 from Nassau to San Diego, CA.On August 27, 2016 Orbitz reached out to [redacted] to advocate on Mr. Emery’s behalf in regards to linking his flights to his [redacted] account. After speaking to a [redacted] representative she was able to successfully link the tickets purchased on Orbitz.com with his [redacted] allowing the customer to review his flights when logging into his [redacted] account.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: 10987348
I am rejecting this response because: nothing has been resolved and Orbitz still hasn't contacted me about this issue.
Sincerely,
Jennifer [redacted]

January 5, 2017Revdex.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 Mr. [redacted] complaint he is requesting a partial refund for an unused flight reservation Our records indicate on October 31, 2016 the customer self-booked two round trip flight reservation using Orbitz.com for one traveler. The flights were operated by [redacted] Airways, with flights from Boston, MA to Bilbao departing on December 3, 2016 and returning on December 8, 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. As [redacted] Airways was the merchant of record and the company that charged the customer’s credit card, we have to abide by their rules and regulations. Based on the fare rules the customer agreed to at the time of booking, the tickets were non-refundable.On December 8, 2016 the customer contacted our customer service and spoke to an agent who advised him that the airlines marked the customers return flights as a “no-show”. Due to this the customer retains no credit for his return flight. On December 28, 2016 Orbitz reached out to [redacted] Airways to advocate on Mr. [redacted] behalf. They advised that they will research the matter and contact the airport. They advised that we call back in a couple days to be advised of the resolution. On January 5, 2017 we again contacted [redacted] Airways to request a refund of the reservation. They advised that another follow up email was sent to the airport and to contact them back in a few days. As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate reply. At this time, we respectfully request additional time from the Revdex.com as further research is needed for this case. We will submit our final reply via the Revdex.com's website.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,[redacted]Tier 3 Customer Service

Complaint: [redacted]
I am rejecting this response because:
 
As I have stated in my complaint to Orbitz, when agreeing to pay for the package, it clearly indicated on the top of the page that there is free cancellation for 24 hours. NO WHERE did it mention that the hotel was not part of this free cancellation claim. There was nothing else on the final page indicating that the hotel was non-refundable.
I only found out about this when I got the confirmation email from Orbitz indicating that the hotel was non-refundable. That is what shocked me and I called Orbitz quickly after receiving the confirmation email to cancel but they did not help me out. I understand Orbitz is the 3rd part seller but Orbitz is the one I interacted with and should be accountable for false claims on their site. 
How is the customer supposed to know or guess that only a part of the trip falls under the 'FREE 24 hour cancellation' claim? If it shows on the confirmation page, I will only be certain that it applies to my package. 
So, in this case, because of the conflicting messaging on Orbitz' site, I am not responsible to bear the cost. 
I have been an Orbitz customer for long and well aware of its policies but this one took my by surprise and I genuinely feel cheated. I deserve to get my money back for a hotel that I requested to cancel within 5 mins of booking.
Sincerely,
[redacted]

July 12, 2016Revdex.comComplaint Department – Orbitz Re: Orbitz Case #: O-[redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com...

allowing us to address the comments and concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from the customers complaint she is requesting a refund of one of her tickets.Our records indicate on June 14, 2016 the customer self-booked a round trip flight for one travelers. The flight reservation was operated by [redacted] Airlines, with flights departing on June 30, 2016 from Miami, FL to Istanbul on July 10, 2016. We are able to confirm that due to a site error the customers reservation was booked twice. Our records reflect multiple calls made by the customer to refund one of the reservations due to the error. As an effort to advocate on Ms. [redacted] behalf we contacted [redacted] Airlines and spoke to an agent who advised us that the ticket associated with itinerary [redacted] was fully refunded. The time it takes the refund to post to the customer’s account depends on the time it takes the airlines and the customer’s credit card company to process refunds.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

Dear [redacted]The Revdex.com
has shared your recent correspondence with Orbitz so that we may assist you
further. It is my understanding there were schedule
changes made to your flights that affected your travel plans. I appreciate the
opportunity to review your account and respond to you. On behalf of Orbitz, I
sincerely apologize for the disappointing experience.Please know your
schedule changes were initiated by Etihad Airways. Orbitz has no control over the airline's
schedule changes, cancellations, or flight delays. However, we take every step
possible to ensure that our customers are re-protected on the best flights
available provided by the airlines. Orbitz is unable to put travelers on
alternative airlines, and must go by the rules and restrictions set by the
carriers. The flight options we offer are those the airlines have provided to us.When you purchased your ticket, you were charged directly by Etihad Airways for your transportation. You agreed to
their terms and conditions, and to their Contract of Carriage. All airlines
reserve the right to change their schedules at any time, with or without notice.
During the booking process, Orbitz presents and customers must agree to the
airline fare rules and Ticket Terms and Conditions. I have copied a portion of
the terms below: Air transportation, whether it is domestic or international
(including domestic portions of international journeys), is subject to the
individual terms of the transporting air carriers, which are herein
incorporated by reference and made part of the contract of carriage. Times
shown in timetables or elsewhere are not guaranteed and form no part of this
contract. Carrier may without notice substitute alternate carriers or aircraft,
and may alter or omit stopping places shown on the ticket in case of necessity.
Schedules are subject to change without notice. After reviewing
your reservation history, I show the flight from Abu Dhabi to Mumbai was originally scheduled to
arrive Mumbai at 2:25 AM. Due to the schedule change made by Etihad
Airways; the flight was changed to arriving at 2:50 AM. The
airlines require that you have four hours to make the connection in Mumbai.
With the 6:40 AM flight; you would not have the four hours needed to make the
connection. So you were moved to the next available flight which was at 10:45
AM. I have attached a screen shot for you to review.Unfortunately, all airlines have schedule changes; and you really
only have two options. As the airlines change their schedules and move their
aircraft, you can agree and fly on the new schedule the airline has authorized,
or you can request to have the tickets refunded as an unacceptable flight
option. Should you choose to have the tickets refunded, you are then on your
own to rebook new flights that will be more desirable for you, at the
prevailing fare. Schedule changes on all carriers are frequent, and as a travel
agency, we must abide by the rules set forth by the airlines. [redacted] I do see you are a loyalty member with a current
balance of $46.19. In the appreciation for your continued business and support,
I have placed $75 loyalty points in your account. Our Loyalty program is meant
to emphasize our commitment to you, and we remain hopeful you will continue
using Orbitz for your travel planning needs. The current balance on this
account is now $121.19, and these are available for you to use immediately
toward a prepaid qualifying hotel booking.[redacted] thank
you for allowing me to review this with you. We appreciate your business, and we
hope to have an opportunity to serve you
in the future with your travel planning needs. Sincerely, Jeanna [redacted]Orbitz Customer RelationsChicago, IL

I was an loyalty customer up to I find out this company gives you a price and when you are booking, the price go up; If you call customer service they will try to convince you that many people are choosing the same package and they will try to sell the package with a discount that ends up at the same as if it will buy online. [redacted] has it much better prices; but there are many other sites. ORBITZ is a company lying in prices, has become a company with little credibility and dishonest when giving prices.

Based on the package pricing, I continued booking a flight and hotel on Orbitz.com. When I continued booking the package, the pricing increased $250.00. The site claimed that prices increased while shopping. Although I was disappointed, I understand these issues can occur. Not willing to pay the higher prices, I closed out all windows and started from scratch. Much to my surprise, when I began the search again the lower prices were once again advertised. I went through the same process to find out that the prices again, increased while I was shopping. I called into Orbitz customer service tor receive an explanation. After being on the phone for a while and yet to receive an answer, I was notified by a manger that the prices did increase, but there is a "lag" between the advertised prices and the actual prices. I was told by management that there was nothing they could do.

Initial Business Response /* (1000, 5, 2014/12/17) */
Dear Ms.[redacted]
The Revdex.com has shared your recent correspondence pertaining to your refund request on your booking at the[redacted] Motel. I appreciate the opportunity to review your account and respond to your...

concerns.
Please know that we did respond to your letter that was received in Orbitz, and your concerns were reviewed. Upon reviewing your account, we do show that your account was booked via our online service directly. We displayed the[redacted] property we had to offer, but it would be the customer responsibility to ensure this is the property they would like to reserve.
Ms.[redacted] we have contacted the property on your behalf several times, and they have denied the refund. Orbitz has also responded to your credit card dispute, and we have been charged in full.
Ms.[redacted] we are unable to offer a refund of the reservation reserved. Nevertheless, as a gesture of our sincerity, Orbitz would like to offer you a $100 USD future travel voucher on your next prepaid Orbitz.com hotel or vacation package booking. Our voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needs.
Here are the instructions for the future travel voucher:
When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [redacted]@Orbitz.com. Please reference case number XXXXXXX and my letter offering the $100 voucher in your request. Orbitz will then issue a credit to the card used for the new booking. This offer is valid until October 2, 2015.
Ms.[redacted] we appreciate your business, and we hope you will provide us with a future opportunity to serve you with your travel planning needs.
Sincerely,
[redacted]
Orbitz Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2014/12/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No I do not accept your offer for the second time because I spent 138.41 and you are only offering me 100.00. After all my effort in trying to get satisfaction from you, I would never use Orbitz again. I do not know why you resist giving me a refund. When you are the travel agent I put my trust in your hands and expect perfect results. I do not know why you won't take responsibility for making an error. I was not aware of the existence of the two other hotels, but you as a renowned agency should have or at least apologize for the mixup and return my money to me. I know you spoke to the hotel owner but I did too and he told me he has nothing to do with the financial end. Funny that you are leading me to believe that he can somehow make restitution. He and I both feel the fault is in your hands. I am not asking for much but I would only like my 138.41 back. Why is that possible?
Final Consumer Response /* (4200, 11, 2014/12/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I believe that Orbitz should take responsibility for the error and grant me a refund. As they were unaware that there were 2 other[redacted] Motels in the area, they booked me at the only one they supplied me with. They were not knowledgeable about the other two locations and therefore, I blame them for the error. It is fraudelant to not supply me with all the information and therefore, they should take responsibility. I trusted that when they book a person's reservation, there is no room for error. They advertise all the time that they are the best online travel agent ever and I would expect them to accommodate my wishes. A $100.00 voucher is not acceptable because it doesn't cover my expense of 138.41. Also, because of all the imposition I have been put through I would never use the voucher because I don't intend to use Orbitz at all in the future. The only resolution I will accept is a complete refund and that would be the "goodwill gesture" I would expect from a company with an excellent reputation.
Final Business Response /* (4000, 13, 2015/01/02) */
Dear Ms. [redacted],
Thank you for your follow-up response, and I appreciate the opportunity to respond to your continued concerns.
Please understand that we are only going to advertise and provide information for the property that is contracted with our website. There can be many different properties in any given error, but again, we are only going to provide information on the property chosen.
Ms. [redacted], we certainly regret that the incorrect property was chosen, but the information we displayed to you on our website was accurate, and we are unable to offer a refund for the booking confirmed.
Sincerely,
[redacted]
Orbitz Customer Relations

July 28, 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 his Orbucks. We understand from Mr. [redacted] complaint he is requesting a refund of 103.22 Orbucks.Our records indicate on April 22, 2016 the customer booked a hotel reservation for a two night stay at the The George & Dragon Inn checking in on June 17, 2016 and checking out on June 19, 2016. The customer used 103.22 Orbucks to pay for the reservation. The Orbucks Mr. Kohl used on the hotel reservation were gained on April 20th and 21st with the Spring 2016 DOUBLE Orbuck Flight Bonus promotion. Per the promotions terms and conditions “Bonus Orbucks expire if not redeemed within 60 days of issuance. Offer is non-transferable and not redeemable for cash.” This means that the customers Orbucks were to expire on June 19th and 20th.On June 19, 2016, we can confirm the customer called customer service to cancel his hotel reservation. Due to the reservations cancelation policy the customer was fully refunded for the canceled hotel reservation. We have verified that on June 19, 2016 Mr. [redacted] 103.22 Orbucks were returned to her Orbitz account.Due to the customers points being expired they were automatically removed from his account on June 19th and 20th. Orbitz is unable to reinstate the customers expired 103.22 Orbucks.If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,[redacted]Tier 3 Customer Service

August 20, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments...

and concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from Craig Neal [redacted] (Revdex.com case number [redacted] regarding a flight reservation. We understand from Mr. [redacted]’s complaint he is requesting a refund for half of his reservation due to missing his flight.Our records indicate on June 15, 2016 the customer self-booked a flight reservation using Orbitz.com for two travelers. The flight reservation was operated by [redacted] Airlines, with flights from Los Angeles, CA to Atlanta, GA departing on July 9, 2016 and returning on July 30, 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. As a result, we strongly recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policies.  The customer booked one roundtrip ticket with [redacted] Air Shuttle who was  the merchant of record, and the companies that charged the customer’s credit card. We hope you understand we have to abide by their rules and regulations.We can confirm Mr. [redacted] contacted us on August 1, 2016, Due to missing his return [redacted] Airlines flight. The customer requested compensation due to missing the flight. We apologize for the inconvenience this may have caused you. 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 the tickets are non-refundable, we are unable to provide a refund of the 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

Dear Ms. [redacted],

font-size: 11pt;">

The Revdex.com has shared your recent correspondence pertaining to the airline imposed schedule change that occurred on your flight, and the refund request submitted due to the changes.  I appreciate the opportunity to review your account and respond to your concerns.

At Orbitz, we certainly understand the frustration that an airline imposed schedule change can cause.  When a change occurs, we make every effort to accommodate our customers to their satisfaction.  However, airlines do have regulations that must be followed when new flights are chosen or refunds requested.  Airline schedule changes are not in the control of Orbitz, and as a travel agency, we must abide by the airlines rules when re-accommodating a customer.

Ms. [redacted], please understand that Orbitz does not hold the funds for the tickets reserved.  Your credit card is charged by the airline directly.  We have made the refund request on your behalf as previously advised, but we do have to await the approval from [redacted] Airlines before we can fully process the refund.  Once we have received a response, we will promptly update you.

Ms. [redacted], thank you again for the opportunity to address your concerns.  WE appreciate your business, and look forward to serving you in the future.

Sincerely,

[redacted]
Orbitz Customer Relations

Dear [redacted],   Thank you for your response.   On behalf of Orbitz, I apologize for your continued disappointment.   Please know as a onetime courtesy we have increased the amount of your [redacted] from $300 to $737.25, which is the amount of your ticket to Barranquilla. 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 $737.25 [redacted] in your request.  Orbitz will then issue a credit to the card used for the new booking.  This offer is valid until April 5, 2017.   [redacted], again 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