Orbitz

Dear Ms. [redacted], The Revdex.com has shared your recent correspondence with Orbitz...

regarding the Best Price Guarantee claim you filed. 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 frustration this caused you. Please know we have approved your claim. The Orbucks have been removed from the account, and a refund in the amount of $68.65 was processed to the Master card ending in 9342. This should post to your account within 3 to 5 business days. The current balance on your Orbucks account is $56.42 in Orbucks, and these are available to use toward a prepaid qualify hotel booking. This amount does include the $50 bonus Orbucks. Ms. [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. Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

October 22, 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 Trisha [redacted] (Revdex.com case number [redacted]) regarding a hotel reservation. We understand Ms. [redacted] requesting a refund of her hotel reservation.Our records indicate that on September 30, 2016 the customer self-booked a pay-later hotel reservation for two travelers using Orbitz.com mobile site. The customer purchased a two night hotel reservation at [redacted] Best Value Inn, checking in on September 30, 2016, and checking out on October 02, 2016.On September 30, 2016 Ms. [redacted] called our customer service to cancel her hotel reservation. Per the hotel policy that the customer agreed to upon booking the reservation “Cancellations or changes made after 3:00 PM local hotel time, Thursday, September 29, 2016 are subject to a hotel fee equal to 1 night(s) plus taxes and fees.” As the customer requested a full refund of the reservation our agent advised that he would need to contact the property to receive the authorization to refund both nights of the reservation. Since the call was became disconnected the agent was unable to advocate on the behalf of the customer.We understand by Ms. [redacted] complaint that she is unhappy about the cancelation policy that was agreed to at the time of booking. As Orbitz is a third party booking agency we purchase blocks of rooms with properties a year in advance. At that time we set up cancelation policies for the rooms reserved. Per [redacted] Best Value Inn’s cancelation policy customers must cancel their rooms a day before checking in. As Ms. [redacted] purchased the room the same day as checking in this did not exempt her for the already agreed upon policy.On October 22, 2016 Orbitz reached out to the hotel to request a refund for the unutilized reservation. Upon speaking to a representative at the front desk we were advised that Ms. [redacted] canceled her reservation and as this was a pay at the property reservation she was never billed.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 3 Customer Service

May 9, 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 for a flight reservation.Our records indicate on February 4, 2016 the customer self-booked a one-way flight reservation using Orbitz.com for one traveler. The flight reservation was operated by [redacted] Air, with flights from New York departing on February 5, 2016We can confirm that Mr. [redacted] contacted Orbitz on February 4, 2016, to cancel the reservation. Our agent immediately canceled the customer’s reservation. Since the flights were successfully voided the same day of purchase, the authorization of $1,208.46 should have been released back to the customers card. These authorizations typically release within 24-48 hours. We recommend that Mr. [redacted] contact his bank for more information regarding these authorizations and timeframes for their release. Orbitz regrets any inconvenience the customer encountered, however, we are unable to honor his request for a refund or compensation.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,[redacted]Tier 3 Customer Service

Complaint: [redacted]
I am rejecting this response because:
I have attached the email from the hotel which states that the transaction was cancelled before they ever received the reservation.  Marriott states that Orbitz is the company that was paid for the transaction.  I spoke with Mr. [redacted] and he stated that if the reservation had not been cancelled, Marriott would allow me to change the dates.   
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  [redacted] Air improperly processed the refund, and while it is showing up as having been paid in their system, it was never paid.  I am one of many customers that this has happened to.  They have admitted this to me and are working to rectify the matter.  Orbitz needs to take a more active role in monitoring things like this.  I am rejecting Orbitz's response because they have not done anything to protect their customer here.  I have emailed and called dozens of times indicating that there was a problem with this refund, but Orbitz has not done anything to address it.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2014/08/19) */
Dear Mr. [redacted]
The Revdex.com has shared your recent correspondence pertaining to the location of the Hotel El Lago Estelar in Arequipa, Peru. On behalf of Orbitz, I apologize for any confusion, and appreciate the...

opportunity to review your account and respond to your concerns.
Upon reviewing the information provided by the Hotel El Lago Estelar, I do show there are inconsistencies with their location, and I have escalated this issue so that our website can be updated properly.
Mr. [redacted] due to the inconsistencies with that information provided by the property, I have canceled this reservation and processed a refund in the amount of $53.20 for your booking. Please allow 3 to 5 business days for the refund to process. Also, as a gesture of our sincerity, Orbitz would like to offer you a $50 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 [email protected]. Please reference case number 2628991 and my letter offering the $50 voucher in your request. Orbitz will then issue a credit to the card used for the new booking. This offer is valid until August 19, 2015.
Mr. [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

Complaint: [redacted]
I am rejecting this response because: Orbitz reply that I can change my ticket for a later date keeping in mind that prices may be higher. When I spoke to both orbitzs they said that I could do nothing except cancel the ticket. I was not able to change my flight at all given that opportunity I would have accepted credit for any upcoming travel. 
Sincerely,
[redacted]

Be aware that Orbitz web site puts a random date in when you book the night at a hotel . If you proceed with all the other billing info and don't notice it you will be billed- no matter what . U Can't correct it when you finish booking.
Orbitz will not find or cancel a mistaken booking . Comfort in could not get it cancelled .
It took five days and help from comfort inn manager Tammy to get orbitz credit promise .

January 17, 2017Revdex.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.As previously advised, 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.In an effort to advocate on the customers behalf we reached out to [redacted] Airways multiple times. They advised that due to the customer being marked as a “no-show”. They are unable to change the status of the customers ticket therefore the customer is not entitled to a refund of the reservation. As [redacted] Airways was the merchant of record we are unable to alter the ticket without their authorization. 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, 2014/07/01) */
Dear Mr.[redacted]
The Revdex.com has shared your recent correspondence pertaining to requesting to receive your AARP discount on your room, this was denied by the hotel property. You feel that you were advised by Orbitz...

that the discount would be offered at the time of check-in. On behalf of Orbitz, I apologize for any confusion, and I appreciate the opportunity to review your account and respond to your concerns.
Please know that at Orbitz, we do not offer discounted rooms for paid memberships such as AARP or AAA. To receive these discounts, you must reserve the room via their travel website or via the property directly as they are generally discounted from the standard rack rate price.
Mr.[redacted] I have reviewed your reservation, and I do show that you contacted us after the booking was confirmed regarding a lower rate, but it was advised that your booking would not qualify for Best Price Guarantee. Orbitz offers lower priced negotiated hotel rates, and these types of discounts are not offered on our website. The rate displayed during your booking process was agreed to, and Orbitz has been charged in full by the property. I wish that I could offer you a more favorable response, but we are unable to offer a refund due to a AARP discount.
Sincerely,
[redacted]
Orbitz Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2014/07/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
orbitz claims I did not contact them but I did and whether not the customer service representative documented the call is not my problem. I was told by Orbitz that I would get my AARP discount at time of check-in which was a lie to close the sale. I would not have purchased knowing that I Would not get my AARP discount. I am not satisfied with this response
Final Business Response /* (4000, 9, 2014/07/08) */
Dear Mr.[redacted]
Thank you for your follow-up response, and I appreciate the opportunity to respond to your continued concerns.
Please know that each time your account is accessed, our system automatically documents all information on that specific agent. We certainly apologize for any confusion, but many of our hotel offers are already deeply discounted rates that discounts such as an AARP would not qualify for. This type of discount is generally only offered by the property on full rack room rates. This is the reasoning Orbitz does not offer or advertise room rates with this discount.
Mr.[redacted] we certainly apologize for your disappointment, but we are unable to offer the AARP discount on the Orbitz rate. As a gesture of goodwill, Orbitz would like to offer you a $25 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 [email protected]. Please reference case number [redacted] and my letter offering the $25 voucher in your request. Orbitz will then issue a credit to the card used for the new booking. This offer is valid until July 8, 2015.
Mr.[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

Dear Han,

size="3">
The Revdex.com has shared your recent correspondence pertaining to a reservation reserved via Kayak; however, you were advised that the booking failed, but you were still charged.  On behalf of Orbitz, I apologize for this disappointing experience, and appreciate the opportunity to review your account and respond to your concerns.
Please know that your concerns have been reviewed with Kayak.  They have found there was an issue with your reservation properly updating with your ticketing information, and forwarding your email confirmation.  Due to the issues you encountered, a refund has been processed in the amount of $249.60 USD to the credit card used to reserve the booking.  Please allow 7 to 10 business days for the refund to process.
Han, we certainly apologize for any inconvenience this has caused.  We do appreciate your business, and hope that we have a future opportunity to serve you.
Sincerely,
Charlotte [redacted]
Orbitz Customer Relations
Tell us why here...

Initial Business Response /* (1000, 5, 2015/08/21) */
Dear Mr. [redacted]
Thank you for contacting Orbitz via the Revdex.com. We do hope to have an opportunity to review your reservation and respond to your concern. However, the information provided [redacted]...

is not associated with a Orbitz member Account; and the name is not unique within our global system.
If you'd please provide the Orbitz Confirmation#, which begins PBORB and the Orbitz Member email associated with the reservation/account, we'll be able to investigate this matter and address the issue.
Thank you for sharing your concern. We look forward to receiving your information.
Kindly,
[redacted]
Orbitz Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (3000, 7, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My other contact information for them to contact me with is [redacted]@gmail.com and our confirmation# is PBORB-XXX-XXX-XXXX. I am still in disbelief that they did this to him. It was common courtesy for him to book two seats since he's a larger guy who has diabetes, so he needs the room. I still can't believe they took not only his extra seat away, but BOTH seats and re-sold it to him for a $400 up-charge. Extortion is what it is! Abuse and advantage of a senior citizen whose got medical issues.
Final Business Response /* (4000, 9, 2015/08/24) */
Dear Mr. [redacted]
Thank you for providing the Orbitz Confirmation information. Upon review of the information provided, Orbitz Confirmation# PBORBXXXXXXXXXX, I found that this [redacted] Airlines roundtrip ticket #XXXXXXXXXXXXX was booked on August 18, 2015 by an Orbitz Sales representative; and confirmation email immediately sent upon payment of $1066.30USD to [redacted] Airlines for airfare; and Orbitz Sales fee of $25USD.
The Orbitz Member Account is listed under email address [redacted]@GMAIL.COM, and the full trip details appear online within the Member Account as agreed and booked. Furthermore, the ticket for Mr. [redacted] is partially used. According to our record, there have been no changes, exchanges, or additional fees collected or imposed for airfare by either Orbitz or [redacted] Airlines for this booking.
Upon further review, we found that Orbitz Confirmation# PBORBXXXXXXXXXX was self-booked on July 12, 2015 for the exact itinerary. This is [redacted] Airlines ticket# XXXXXXXXXXXXX and the traveler indicated during booking was [redacted]. The cancellation was made by [redacted] Airlines due to duplicate tickets, # XXXXXXXXXXXXX and XXXXXXXXXXXXX for the same traveler and itinerary. Moreover, Orbitz and [redacted] Airlines records indicate that the traveler name for the first booking, originally [redacted] ticket #XXXXXXXXXXXXX, was updated to provide travel for Mr. [redacted]; and that this ticket is also partially used.
Mr. [redacted] while I can appreciate your frustration, these events are not due to an error on the part of Orbitz. Please understand, the records show that the duplicate tickets were result of the customer making multiple self-bookings. [redacted] Airlines then took action to cancel the reservations. Unfortunately as you mentioned, any new ticket would be booked at the current airfare. However, Orbitz is not in a position to provide refund of airline fare differences.
Please understand, [redacted] Airlines was charges airfare directly. This billing information can be verified by reviewing the credit card statement. Only [redacted] Airlines may approve or deny refund in any event. Therefore, Orbitz Service advised, [redacted] Airlines will be contacted regarding any possible refund once the ticketed travel has been completed. Please be assured, while an airline refund is not guaranteed, Orbitz is happy to provide any possible assistance by advocating on Mr. [redacted]'s behalf.
Thank you for sharing this concern. Please do let me know if you have any further questions. Orbitz values your business and we do hope to be of service in this matter.
Kind Regards,
[redacted]
Orbitz Customer Relations
Chicago, IL
Final Consumer Response /* (4200, 11, 2015/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I've made numerous calls to both Orbitz and [redacted] airlines, both of whom keep passing [redacted] buck. Orbitz claims that they did nothing wrong, and [redacted] claims that they reached out to Orbitz and that Orbitz did NOT follow protocol for their cancellation. Orbitz has taken advantage of a senior citizen and they're completely fine with that. If this is how they do business, which they obviously do, I'm done with them and will make sure to take my business travel to another airline as well as any future vacations. It's not worth the heartache in dealing with a multi-million dollar company who doesn't understand its customers.

April 14, 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 Ms. [redacted] complaint she is requesting a refund on an unutilized airline ticket. On April 14, 2016, we contacted Ms. [redacted] to acknowledge receipt of the Revdex.com complaint but were but were unable to reach the customer.Our records indicate on March 3, 2016 the customer self-booked a round trip flight reservation using Orbitz.com. The flight reservation was operated by [redacted], with flights departing from Mexico City, to Los Angeles, CA departing on March 18, 2016 and returning on March 20, 2016. The customer also purchased a “Orbitz Flight Protection Comprehensive”Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Based on the fare rules the customer agreed to at the time of booking, the tickets were non-refundable with a change penalty fee of $200 per passenger would be charged. In addition, the customer would be responsible for any difference in fare. Ms. [redacted] flight credit validity states, that travel must be completed within one year from the original ticketing date of March 3, 2016.As an effort to advocate on the customers behalf Orbitz contacted [redacted]. They advised that due to the customer having an international flight the customer was required to arrive at the airport a minimum of three hours prior to departure. They also verified that the gates for the customers flight officially closed an hour and forty-five minutes prior to departure. Though the customer was tagged as a no-show for her flight reservation [redacted] has agreed to honor the reservations original fare rules and allow the customer to utilize her unused tickets credit. To rebook the flight reservation we request the customer call Orbitz and refer to case number O- to expedite the process of changing the customers flight.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]

October 4, 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 Sergei Burtsev (Revdex.com case number [redacted] regarding a package reservations. We understand from the customers complaint they are unhappy about the Best Price Guarantee claim being denied.Our records indicate that on September 20, 2016 the customer purchased a seven night hotel reservation at [redacted] Imperial Maya All Inclusive, checking in on November 26, 2016, and checking out on December 3, 2016. The customers flights were operated by [redacted] departing from Boston, MA to Cancun on November 26, 2016 and returning on December 3, 2016.Orbitz offers our Best Price Guarantee policy as a benefit to our customers. The benefit is that we will match the price if a lower price is found online. There are many terms and conditions with the Best Price Guarantee policy. Some of the terms are as follows:• For flight and hotel bookings the lower price must be found and submitted within 48 hours of purchase• The Best Price Guarantee claim must be submitted online• The Best Price Guarantee is available only for exact itinerary matches.• For example, the specific airline and cabin class (First, Business, Premium Economy or Coach/Economy), hotel (including room type) including the exact same dates and times of travel or service as booked through Orbitz.com.The full terms and conditions of the Best Price Guarantee can be found at the link below.https://www.orbitz.com/p/info-other/guarantees On September 22, 2016 the customer submitted a best price guarantee claim for their package reservation. On September 26, 2016 the customers claim was denied due to the customers hotel portion of the screenshot showing a different room type then what was purchased. After further review of the customers claim we have decided to honor the customers claim as a one-time courtesy. As the customer has not utilized his booking we request the customer to call customer service post-stay so we may issue his refund of $239.20 and $50 worth of Orbucks. When contacting our customer service we suggest the customer provide our agent with the case number at the top of the letter to expedite the request.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]th,   The Revdex.com has shared with us your correspondence regarding your recent experience with Orbitz. It is my understanding you were upset to learn that your reservation to New Delhi did not qualify for our Best Price Guarantee program due to the...

address on your credit card being a [redacted] address. I 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 you.   Per the terms and conditions of our Best Price Guarantee program only reservations purchased with a credit card with a billing address within the United States will qualify. Nevertheless, we do value you as a customer and as a onetime courtesy we have approved your claim; therefore, once you have completed travel you will receive a refund of $48 and bonus Orbucks in the amount of $50.   [redacted]th, 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

January 7, 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 the customers complaint he is unhappy about the price increase and is requesting a refund of the difference. Our records indicate that on December 19, 2016 the customer self-booked two one-way flight tickets for one passenger. The customers departure flights operated by [redacted] were scheduled to depart from Los Angeles, CA to Orlando, FL on January 6, 2017. The customers return flights operated by American Airlines were scheduled to return from Orlando, FL to Los Angeles, CA on January 8, 2017.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 live inventory system for our flight reservations. The inventory is updated regularly as purchases are made and prices change. These updates are directly linked to the vendors availability. We regret if the customer felt the prices were not competitive. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued.After reviewing a screen-by-screen record of Mr. [redacted] booking we are able to confirm that on December 19, 2016 the price that was displayed prior to the confirmation page being shown was $428.70. Without any notification the reservation was confirmed at the rate of $466.70. Due to the inconvenience Orbitz processed a refund of $38 on January 7, 2017. The amount of time it takes the customer to receive the funds depends on the customers banking institution.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 3 Customer Service

Orbitz just robbed me of $500.00 of a hotel I never checked into or stayed in. No refund, if you plan on donating your money for no return in service use this site. Absolutely disgusted with these theives. Never use them to book for Aspen, CO.

June 13, 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 Ms. [redacted] did not accept our response and/or resolution offered.After further research we are able to verify that as of May 24, 2016 an agent in our corporate office was able to purchase new tickets for Ms. [redacted] with the correct names on each ticket. To further verify the status of the customers tickets Orbitz contacted [redacted] and was advised that two tickets were successfully issued for both passengers please use the information below for your records.[redacted] ticket number: [redacted] ticket number: [redacted]Orbitz’s Record Locator: [redacted] Record Locator: [redacted]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

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]

October 12, 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 reservation. We understand from the customers complaint he is requesting a refund due to canceling the package due to a medical issue.Our records indicate on August 17, 2016 the customer self-booked a package reservation for two travelers. The customer purchased a seven night hotel reservation at Dreams Los Cabos Suites Golf Resort & Spa All Inclusive, checking in on October 11, 2016, and checking out on October 18, 2016. The customers roundtrip flights were operated by Spirit Airlines, departing from Las Vegas, NV to San Jose del Cabo on October 11, 2016 and returning on October 18, 2016. The customer purchased a roundtrip shuttle for hotels in Corridor and protected the trip with the “Package Protection Plan”.On October 9, 2016 the customer called Orbitz to cancel the package due to a medical issue. As the customers hotel was fully refundable at the time of cancelation the customer was refunded in full for the hotel portion of the reservation. Based on the flights fare rules agreed to upon booking the tickets were non-refundable with a change penalty fee of $200 per passenger would be charged. In the case of cancelation, the credit associated with each ticket is valid if rebooked and travel commences 1 year from original purchase date. Due to this the customer didn't receive a full refund of his flight reservation. Based on the cancelation policy associated with the customers roundtrip shuttle. The reservation is non-refundable and cannot be changed or cancelled after booking. Due to this we are unable to authorize a full refund for the shuttle portion of the reservation. Orbitz offers the “Package Protection Plan” so our customers can have the ability to be reimbursed for the cost of flight interrupted for covered reasons such as illness of a family member. Please review the summary of coverages below:Pre-Departure Trip Cancellation:We will pay a Pre-Departure Trip Cancellation Benefit, up to the amount in the Schedule for non-refundable cancellation charges imposed by Policyholder, if you are prevented from taking your Covered Vacation due to your, an Immediate Family Member’s, Traveling Companion’s, or Business Partner’s Sickness, Injury or death or Other Covered Events as defined, that occur(s) before departure on your Covered Vacation. The Sickness or Injury must: a) commence while your coverage is in effect under the plan; b) require the examination and treatment by a Physician at the time the Covered Vacation is canceled; and c) in the written opinion of the treating Physician, be so disabling as to prevent you from taking your Covered Vacation.If the customer is seeking further compensation we suggest she await a response from the insurance company. Aon Affinity Berkley Travel is our administrator for assistance and can be reached by calling [redacted] or email: [redacted] Their office hours are 8:00 AM - 10:00 PM ET, Monday - Friday; 9:00 AM - 5:00 PM ET, Saturday.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