Orbitz

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

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.

Dear Mr. [redacted],
The Better Business...

Bureau has shared your recent correspondence pertaining to your refund request on Orbitz locator [redacted] due to a death of a family member.  I appreciate the opportunity to review your account and respond to your concerns. Upon reviewing Orbitz locator [redacted], I do show a hotel reservation was reserved on January 17, 2016 at the [redacted] District via our online services.  The booking confirmed was a nonrefundable rate for a check-in date of February 27, 2016 for two nights. 
Upon further review of your booking, I do show that you contacted us on January 20, 2016 requesting to change to a different hotel property.  It was advised that the booking confirmed was associated with a nonrefundable rate, but our agent contacted the property on your behalf to see if they would make an exception so that you could rebook the new preferred property.  Our agent contacted the property, and the cancellation for refund was declined.  This information was conveyed to you by our agent, and a supervisor was requested.  Our supervisor advised again that the rate confirmed was nonrefundable, but contacted the property a second time on your behalf.  Unfortunately, the property again declined the cancellation for refund.  No changes were made to your reservation at this time.
Mr. [redacted], our records indicate that we were not contacted any further regarding this issue; however, a credit card dispute was received from your bank.  The dispute was not accepted as this was a valid booking, and the cancellation policy was advised prior to confirming the reservation, and during our phone conversations.
Mr. [redacted], your concerns have been thoroughly reviewed, and we are not showing that a death to a family member was mentioned to either agent in January.  If a customer is requesting the cancellation of a nonrefundable booking due to medical emergency or due to a death, the property will require that the medical documentation and/or death certificate be provided for their review before a refund will be considered. 
We certainly regret your continued disappointment in our services, but Orbitz has been charged in full by the property, and we are unable to grant your refund request.
Sincerely,
[redacted]
Orbitz Customer Relations

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]

Initial Business Response /* (1000, 5, 2015/01/20) */
Dear[redacted]
The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you further. I understand you are upset about the rate you were charged for your hotel reservation. I appreciate the...

opportunity to review your account and respond to your concerns. On behalf of Orbitz, I apologize for the disappointing experience and the frustration this caused you.
When an Orbitz member visits our website, you have the opportunity to view numerous properties with a multitude of rate options. These options include both traditional retail hotels where guests pay at the end of their stay, and hotels that participate in our Orbitz program where the amount you will be billed by the hotel plus a fee for Orbitz services is put on the credit card at the time of booking.
During the search and booking process, you selected a hotel where you would pay at the end of your stay. We advised that the rate quoted did not include taxes and are payable in addition. I have attached a screen shot of this information, which is also viewable under your "MY TRIPS."
Due to the confusion, Orbitz has issued you a $25 USD future travel voucher to use on your next Orbitz.com hotel or 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 future travel voucher in your request. Orbitz will then issue a credit to the card used for the new booking. This offer is valid for one year from the date of this letter, until January 20, 2016.
[redacted] thank you for allowing me to review the situation with you. Orbitz appreciates your business, and we hope to have an opportunity to serve you in the future with your travel planning needs.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL

August 15, 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 Ms[redacted] did not accept our response and/or resolution offered.Our records reflect a call being made into our customer service by Ms[redacted] regarding the billing of her reservation. Per documentation the customer was advised that her tickets were not successfully ticketed and that if the customers reservation is not accepted by the airlines she would be notified via email.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.As previously advised we attempted to assist the customer by offering to assist her purchase a new ticket with one stop at the same price as the original ticket. The customer declined the offer insisting on having a direct flight. Due to the increased fare Orbitz was unable to cover the difference between the current rate and the rate that the customer originally purchased. We apologize for the inconveniences Ms[redacted] experienced but at this time Orbitz is unable to offer further compensation for this matter.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]

Initial Business Response /* (1000, 5, 2014/04/01) */
Dear Mr.[redacted]
Thank you for contacting Orbitz regarding the ticket you canceled in May of 2013. It is my understanding you now want to use the ticket and are advising you were not informed of the fees you would have to pay to use...

this ticket. On behalf of Orbitz, I sincerely apologize for this disappointing experience.
After reviewing your reservation, and the history of this booking, our records confirm that when you contacted Orbitz on May 13, 2013 to cancel this booking, our agent advised you of the following fees:
$150 - airline penalty fee
$30 - Orbitz exchange fee
Any fare difference
The remarks also indicated you were advised that the ticket must be reissued and travel completed by April 9, 2014. All airline tickets are only valid for one year from the purchase date. These are the fare rules American Airlines has placed on your ticket that were presented to you at the time of booking, and Orbitz must comply with the airline's rules. You had to agree you had read and understood the fare rules to commence the booking. The same rules would apply if you had made your booking directly with the airlines or another online booking agency.
Regrettably, Orbitz is not in a position to issue you a refund for a non-refundable ticket that we informed you correctly on the use of this ticket during the booking process, and when you canceled the ticket.
Mr.[redacted] I wish my reply could be more favorable. Orbitz values your patronage, and we hope to have a future opportunity to serve you with your travel planning needs.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (3000, 7, 2014/04/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Just because somebody checked a list does not mean I understood what I was being told. Sometimes the accents are so strong it's hard to understand what people are telling me. I walked away from that May conversation thinking I had a 408.60 credit that I had to use to BOOK a flight before April 2014. I never remember hearing 150 or 30 in fees! I guess I should record my conversations with Orbitz now so I can have documentation. You guys need to refund me my money!
Final Business Response /* (4000, 9, 2014/04/10) */
Dear Mr.[redacted]
Thank you for your response.
Regrettably, Orbitz cannot issue a refund for your ticket as the supplier who charged you for your ticket was American Airlines, and they are the supplier who holds the monies for your ticket. Your ticket expired on April 9, 2014, and there is no value left on the ticket. Our records confirm that you were advised correctly regarding the use of your canceled ticket.
The value on your ticket would have been around $228 after you paid the fees to use your ticket. As a gesture of goodwill, Orbitz has issued you a $200 future travel voucher to use on your next Orbitz.com airline, 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 $200 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 April 10, 2015.
Mr.[redacted] Orbitz is not inclined to offer any further compensation regarding this inquiry.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL

Complaint: [redacted]
I am rejecting this response because:    HELLOOOOOOO!!!!   There were numerous times that Orbitz COULD have told me about EACH change!!   They did NOT!!   The first time being only 4 days after I purchased the ticket....back in December!!   This change is when they changed the city and the time by one hour.   The next change...30 days later...they made it closer to the original time that it was first purchased at.  IF the airline had NOT done so...she would have missed her flight.   Because...REMEMBER...I received an email 3 hours before the flight was ready to leave, and it was still listed at the time when I had originally purchased it.  So you had a BIG failure of communication with your system and myself, which was 5 months in the making.   Five months for Orbitz to figure this out!!  Five months!!  If you are not doing anything else for me, then, as the airline customer service person told me, I will in the FUTURE, book directly with the airlines, as they did send the notices out to Orbitz, but Orbitz FAILED to communicate those changes with me.  In fact...remember....3 hours before...and it was all a GO at the original time and stopover city, in the email that ORBITZ sent me!!!!.   A lot of good it did me to book with you.   EVERYONE....do yourself a favor...and skip Orbitz...which is now bought by [redacted].   I have given you 4 different chances with phone calls...and now thru the Revdex.com.    I am very disappointed with your lack of seeing your inner communication issues.   I trusted your information that you gave me with the last email you sent out ...3 hours ahead of her flight....with the WRONG information.   SHAME on you Orbitz.  PBORB [redacted]  And [redacted] who called me on the 6th, (as she couldn't find my confirmation number...which again...I don't understand....what is wrong with your record keeping??!)  , didn't have the guts to tell me this over the phone.  I know that great customer service is NOT your motto.  SAD.
Sincerely,
[redacted]

I reserved a hotel room that was advertised as a "special deal" and flagged with "free cancellation". When we ended up having to cancel, Orbitz said it was not free and we'd need to pay the full amount. It was extremely hard to even get ahold of customer service. Number is buried in the website. Spent 40 mins on hold, never got through, finally used their chat service. The customer service agent gave no response or comment to the fact that it was advertised as free cancellation, which is why I booked in the first place. They also would not elevate me to a manager despite multiple requests for this. Hotel manager said there was nothing they could do, since the booking and problem was through Orbitz. They noted that multiple people had had the same issue, and even suggested the "free cancellation" advertising might have been some kind of scam from Orbitz.

Orbitz lost an 8-year customer over $87 and false advertising. WILL NOT USE AGAIN.

Initial Business Response /* (1000, 5, 2015/08/03) */
Dear Mr.[redacted]
The Revdex.com has shared your recent correspondence pertaining to the cancellation and general customer service from [redacted] Airlines. I appreciate the opportunity to review your account and respond to your...

concerns.
From your complaint, a ticket was booked on July 6, 2015 for travel on August 2, 2015 with[redacted] Airlines for Ms.[redacted] The concern was a flight cancellation; you believe that since the passenger was a minor, certain accommodation should have been made. You believe that Orbitz should be aware of the type of practice [redacted] Airlines operates as you booked the ticket via the website. Furthermore; your perception of Orbitz has become discontented due to the service you have received.
Mr.[redacted] I do understand your concern in this matter; you in good faith booked a trip, confirmed all the necessary flight times, only to have changes made to your booking which you did not request. Travel can be a hectic experience, and Orbitz does try to meet the expectations of our customers with terms and conditions associated with ticket bookings along with retailers.
We understand your dissatisfaction; however, carriers reserve the right to change their flight 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. This policy is consistent throughout the airline industry, and the same rules would apply if you had booked the ticket directly from the airline or another travel agency.
Please understand Orbitz is only a purveyor of tickets for airline carriers we display on our site. If you review your credit card statement, on the date of purchase, all funds collected for the ticket were charged directly to [redacted] Airlines for payment, not Orbitz.
Orbitz did charge a service fee of $21.99 to use the website; our fee is similar to other industries as a way of generating revenue.
On your behalf, I have contacted [redacted] Airlines regarding the complaint; the airline did refund the ticket in the amount of $153.09 on August 2, 2015. The airline does advise a 7 to 10 business day timeframe for the refund to process. This is the stipulation and policy of the airline, not Orbitz.
The change to your itinerary was due to operational needs by the airline, [redacted], not Orbitz. These types of delays are administered and controlled by the airline, not Orbitz. These would include the gate changes, airline personal along with baggage reconciliation. Unfortunately, we are not able to account for the airline's choice of operations or staff at specific airports. This is left to the particular airline, not Orbitz.
As the airline has refunded the ticket; Orbitz will refund the service fee. This will process today, August 3, 2015. Please allow a 3 to 5 day timeframe for the credit to appear on the statement. This will appear as an Orbitz credit, not [redacted] Airlines.
Therefore, the total amount of $175.08 has been refunded.
We take our customers' comments very seriously, and I thank you for your honest feedback albeit the result was not what you were expecting.
Mr.[redacted] we thank you for bringing this matter to our attention. Your business is truly valued, 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 [redacted],

Thank you again for your follow-up response, and we regret to hear of your continued concerns.
We certainly understand your concerns; however, when you buy an [redacted]line reservation, you agree to the [redacted]lines Contract of Carriage.  [redacted]lines have the right to change a schedule at any time with little or no notice.  When a change occurs, we can only accommodate a customer with what the [redacted]line will allow.  We did contact the [redacted]line on your behalf, but they would not authorize a refund to be processed, and offered accommodation.
[redacted], we apologize again for your disappointment, but [redacted]line imposed schedule changes are out of the control of Orbitz.  We do not hold the funds for the tickets reserved, and we are required to follow their rules and restrictions. 
I wish that my response could be more favorable.
Sincerely,
[redacted]
Orbitz Customer Relations
Tell us why here...

January 18, 2017 Revdex.com Orbitz.com – Dallas and Northeast Texas Complaint Department Re: Orbitz Case #[redacted] Dear Revdex.com, Thank you for taking the time to contact Orbitz.com 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.com is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz.com is responding to the consumer complaint from [redacted](Revdex.com complaint # [redacted]) regarding a package complaint. Upon researching Ms. [redacted] complaint, we were unable to find an itinerary number with the email the customer provided. Further research shows, contact information provided is linked to only one account on Orbitz but no itineraries or customer service contact details were found. Please contact Orbitz by phone and provide more information such as full itinerary number, other email address used to book the reservation, or any case # you may have been previously provided. 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

Dear Mr. [redacted],
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The Revdex.com has shared your recent correspondence pertaining to the airline reservation that was requested with [redacted] Airlines and [redacted] Airlines, and your refund request.  I appreciate the opportunity to review your account and respond to your concerns.
Our records indicate on February 10, 2016, you booked a combined one way fare flight reservations – itinerary [redacted] – using the self-service tool on the Orbitz website. Travel on February 21, 2016, was on [redacted] Airlines, departing Denver, Colorado to Los Angeles, California. Travel on February 23, 2016, was on [redacted] Airlines, departing from Los Angeles, California to Denver, Colorado, for one passenger.
Upon further research, we were able to confirm that you contacted us on February 10, 2016, and were advised to contact [redacted] Airlines directly as the [redacted] Airlines portion of the flight reservations had not been confirmed.
In order to better assist you, we request that you submit a copy of your credit card statement with the charges from [redacted] Airlines, so that we may further research.  Please submit the documentation via the submission link on the Revdex.com website. We ask that you omit any personal information from the documentation.
Mr. [redacted], as soon as the requested information has been received, we will be happy to review concerns further.
Sincerely,
[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]

July 13, 2016
"Arial","sans-serif";">Revdex.com
Complaint 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 hotel reservations. We understand the customer is requesting a refund of $1,075.50 for his hotel reservations.
Our records indicate that on June 25, 2016, the customer booked hotel reservations – itinerary [redacted] – using the self-service tool on the Orbitz website. Hotel accommodations were at the [redacted] Inn San Jose/Milpitas, checking in June 25, 2016, for four nights.
Upon further research, on July 13, 2016, Orbitz advocated on the behalf of the customer with the [redacted] Inn San Jose/Milpitas, who advised that the customer arrived on June 26, 2016, and stayed one night. The hotel advised that they will refund for the three unused nights, however, they are unable to refund the room night that was utilized by the customer. As such, on July 13, 2016, Orbitz processed a refund for the three unused room nights in the amount of $823.15.
We hope that with the information provided, we have addressed all of the customer’s concerns and look forward to assisting them further with their future travel needs.
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, 2014/06/05) */
Dear Ms.[redacted]
The Revdex.com has shared your recent correspondence pertaining to the possible refund of a ticket due to a missed flight. I appreciate the opportunity to review your account and respond to your...

concerns.
From your complaint, you booked a ticket on February 5, 2014 for travel on May 23, 2014. This was with Air France from London to Paris. Due to connection delays, the flight was missed; the airline Air France would not assist you to re-book the flights, resulting in additional costs. You attempted to contact Orbitz, without success. You believe that Orbitz should refund the ticket as this was booked via the website. Furthermore; your perception of Orbitz has become discontented due to the service you have received.
Ms.[redacted] I do understand your concern in this regard; travel can be a hectic experience, and Orbitz does try to meet the expectations of our customers with terms and conditions associated with ticket bookings.
According to my research, the ticket was booked privately, meaning there was no assistance from a telesales representative to book the ticket over the phone. The ticket was generated correctly, and the confirmation emails were sent. The airline, [redacted] acknowledged the booking and there were no schedule changes or service disruptions.
Orbitz has established a procedure for the situation which you have presented, that has been in place since 2009, stating if the travel is less than 24 hours prior to departure, the airline is responsible regarding changes and re-accommodations such as the one you have presented.
According to my research, the first contact regarding the issue was the escalation to the Revdex.com.
Under the rules of the ticket, if a passenger does not utilize the outbound segment of the ticket, and no prior notification is given to the change flights or dates. The ticket becomes void, including the return portion. This policy is consistent throughout the airline industry, and the same rules would apply if you had booked the ticket directly from the airline or another travel agency.
While I recognize your disappointment and regret any inconvenience this may have caused, please understand that all travel agencies are required to follow the rules of the carrier. This entire fare was paid to [redacted] and Orbitz is required to adhere to all the airline's rules and restrictions.
Although I understand your frustration and dissatisfaction; we are confident that all pertinent information about the cancellation policy was presented to you during the booking process.
Regrettably, Orbitz is not in a position to compensate for any additional expenses due to the situation presented.
Ms.[redacted] I understand this may not have been the answer you were looking for; however, we hope this explanation clarifies the reason Orbitz will not refund the amount desired of $1,142.97.
Sincerely,
[redacted]
Orbitz Customer Relations
Initial Consumer Rebuttal /* (2000, 7, 2014/06/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept their policies.
I do not accept their process in offering a phone number to international travelers which is incorrect/unavailable during certain hours. Hours that are not stated. (Find the number- I found [redacted]- and call it.)
I concede but I hope Orbitz can at the least offer better customer support.

Dear [redacted]   The Revdex.com has shared with us your correspondence regarding your recent Orbitz experience. It is my understanding you are upset with the service you received when contacted Orbitz regarding a name correction. 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.   Each airline provides Orbitz with their own set of rules regarding name corrections, including if they are allowed and if they charge a fee for the correction. In this case, [redacted] Airlines has stated name corrections are not allowed if there is another carrier on the ticket. Unfortunately, as [redacted] Airlines was also on the reservation, [redacted] Airlines would not allow Orbitz to process a name correction to your reservation.   [redacted], it is the responsibility of the Orbitz member or the person using the account on the member’s behalf to confirm all travel specifications before completing the booking process.  Orbitz is explicit in the importance of reconfirming the traveler and itinerary selections.  Throughout the booking process and prior to the final selection, the website recaps the selections made by the member.  The traveler name is highlighted above the purchase button on the final ‘Review and purchase’ page.   Please know per the fare rules placed on your ticket by [redacted] Airlines the reservation is non-refundable; therefore, Orbitz is not in a position to process a refund for your reservation.  Nevertheless, we do value you as a customer, and as a gesture of sincerity for your disappointing experience we would like to offer you a $300 future travel [redacted] to be used towards 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 $300 [redacted] in your request.  Orbitz will then issue a credit to the card used for the new booking.  This offer is valid for one year from the date of this letter, until March 5, 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

June 27, 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 Tiffany [redacted] (Revdex.com case number 11495248) regarding a package reservation. We understand from the customers complaint she is requesting a refund to use her flight credit.Our records indicate on April 4, 2016 the customer called customer service and purchased a package reservation for four travelers. The customer purchased a seven night hotel reservation at ME Cancun - Complete ME All Inclusive, checking in on July 26, 2016, and checking out on August 2, 2016. The customers round trip flights were operated by [redacted] Airlines, departing from Richmond, VA to Cancun on July 26, 2016, and returning on August 2, 2016.On June 7, 2016 the customer called Orbitz in regards to canceling the package reservation after being notified that the hotel is under reconstruction. As Orbitz was unaware of this reconstruction an agent called the hotel to verify the information. Upon speaking to the front desk agent at the hotel we were advised the hotel would be closed due to renovations. As Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines we obtain all of the information directly from the vendors. During the call our agent was able to fully refund the hotel reservation. Also during the call Ms. [redacted] was advised she would retain an airline credit with [redacted] Airlines, in the amount of $451.80 per passenger.We would like to apologize for the inconvenience Ms. [redacted] has experienced, and that our regrets that we are unable to offer Ms. [redacted] a more satisfactory solution to this problem. It is disheartening when our clients feel that we have not met the standards to which we hold our organization and employees, as we attempt to provide the most efficient, quality service available.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 [redacted] Airlines fare rules the customer agreed to at the time of booking, the tickets were non-refundable and non-changeable.As an effort to advocate on the customers behalf Orbitz contacted [redacted] Airlines and was advised that the customer is able to utilize the credit for the unutilized flights for each passenger but due to the circumstances they are not able to waive any change fees that may be associated with using the remaining credit. Unfortunately, Orbitz is not authorized to refund this reservation in full.Since 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 commence within one year from the original ticketing date of April 16, 2015.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.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.If any booking errors are encountered prior to booking we urge our customers to contact the credit card company to ensure benefit from the rewards of the ORBITZ REWARDS [redacted] Card. Since the customer did not use the ORBITZ REWARDS [redacted] Card to book her reservation we are unable issue any additional Orbucks to the customer’s account. For further information please contact [redacted] Bank at 1-[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