Orbitz

Initial Business Response / [redacted] (1000, 5, 2014/02/13) */ [redacted] The Revdex.com has shared your recent correspondence pertaining to the refund of a package due to weather cancellationsI appreciate the opportunity to review your account and respond to your concerns From your complaint, you booked an air and car as part of a package on January [redacted] for a departure [redacted] Upon arriving at the airport, the flight was initially delayed and subsequently canceledYou were advised of a refund, due to the conditions along with travel inconveniencesYou believe that Orbitz controls the refund timeframeFurthermore; your perception of Orbitz has become discontented due to the service you have received [redacted] , I do understand your concern in this regard 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 requestTravel can be a hectic experience, and Orbitz does try to meet the expectations of our customers with current information made available on the website along with retailers According to my research, the amount of the package [redacted] The car portion of the package was in the amount [redacted] Orbitz did process a refund in the amount [redacted] , [redacted] Please allow 3-days for the credit to appear on your statementThis will appear as an Orbitz credit, [redacted] The ticket status is exchanged; from your account, you did chefor the flight, arrive at the departure gate, suffered a delay and lastly; the flight was canceled by the airline, [redacted] In your case, the airline's staff at the airport either altered the status or imputing the erroneous status of the ticket, the result is a non-usable ticket for Orbitz to refundThe amount of the ticket [redacted] The situation which you have encountered resulted from the airline representatives themselves, who subsequently exchanged the tickets on the date of departureUnfortunately, once an airline takes control over the tickets, Orbitz is unable to view or investigate the internal airlines' changes On your behalf, I have submitted a refund request directly with the airline, [redacted] Please be advised the airline is responsible to refund accordingly, as they canceled the flight, which you were already allocated to flyOn the date of your original booking, all funds collected for the booking of your ticket was electronically transferred [redacted] for paymentYou may notice this on your credit card statement that the charges appeared directly [redacted] and not from Orbitz The airline has responded to the request- [redacted] has been submitted to our Refunds departmentYou will be notified when your request has been reviewedYour tracking number [redacted] Lastly, I will refund the Orbitz service fee [redacted] , which was collected [redacted] This will process today, [redacted] Please allow 3-days for the credit to appear on your statement Therefore, the total amount of the refund [redacted] As this is not an Orbitz error, we are unable to provide recompense in this regard [redacted] , we regret any misunderstanding this may have causedWe appreciate your business, and we hope you will provide us with a future opportunity to restore your confidence in our products and services [redacted] Final Consumer Response / [redacted] (2000, 7, 2014/02/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have now been refunded the entire cost of the package I booked [redacted]

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 redeemed the $future travel voucher towards your reservation to [redacted] The refund will appear back to the original form of payment within to business days As I previously stated as [redacted] processed the exchange and charged you for the change you will need to contact them for any further compensation requestsYou can contact them by visiting their website, http://air***.com/feedback-form.htm, and filling out the required information Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

Dear Jason,The Revdex.com has shared your correspondence with Orbitz so that we may assist you furtherIt is my understanding that you were dissatisfied with your recent stay at the A Victory Inn and Suites - Ann Arbor The property did not provide the breakfast that was advertised on the website, and you encountered unforeseen issues with the propertyI appreciate the opportunity to review and respond to youOn behalf of Orbitz, I apologize for the disappointing experience and the frustration this caused you.Hotel properties or their representative companies provide their own content information on the Orbitz website, which includes the star rating, location, amenities, and property descriptionOrbitz relies solely on each hotel to provide us with accurate descriptions of their propertiesWhen we learn of situations like this, Orbitz takes immediate action to prevent any unfavorable experiences for our customersIn this case, I have notified the appropriate parties, and they are currently in the process of reviewing this complaintOur hope is that this valued criticism will allow them the opportunity to make improvements where necessary and therefore, modify how their property is presented to the publicWe thank you for bringing this to our attentionThe other customer service issues you encountered are best addressed with the hotel directlyOnly the organization responsible for managing the hotel operations can fully address your concern.Also, at Orbitz, we offer a broad range of hotels and resorts for all different customer typesSo, to help our customers make the best decision for their vacation, we now include customer feedback and ratings relating on their experience at hotel properties shown on our websiteOn your behalf, we contacted the hotel management team on your behalf and requested a refundOur refund request was denied, and Orbitz has been charged in full for your hotel stayUnfortunately, if the hotel will not refund your money to Orbitz; we are unable to refund youHowever, as a gesture of goodwill, I do show on November 30, 2015; you were issued a $future travel voucherI have increased the voucher to $Our voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needsHere are the instructions for the future travel voucher: When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [email protected] Please reference case number and my letter offering the $future travel voucher in your requestOrbitz will then issue a credit to the card used for the new bookingThis offer is valid until November 30, 2016.Jason, thank you for your valuable feedback, and I hope you chose to place a review on your hotel experienceWe appreciate your business, and we hope to have an opportunity to serve you in the future.Sincerely,Jeanna [redacted] Orbitz Customer RelationsChicago, IL

November 29, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted] Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding a flight reservationWe understand from the customers complaint they are requesting a full refund of the reservation due to inputting the incorrect name.Our records indicate on October 31, the customer self-booked a flight reservation for two passengers on Orbitz.comThe customer purchased a round-trip flight for one travelerThe flight reservation was operated by [redacted] Airlines, with flights departing on November 1, from Newark, NJ to Nairobi and returning on December 13, 2016.Per the terms and conditions that the customer agreed to upon booking the reservation; Tickets are nonrefundable, nontransferable, and cannot be canceled or changedUpon completing the booking on our website, the customer agreed to our Terms of Use, which expressly provide:You are responsible for ensuring that you meet foreign entry requirements and that your travel documents, such as passports and visas (transit, business, tourist, and otherwise), are in order and any other foreign entry requirements are metOrbitz has no special knowledge regarding foreign entry requirements or travel documentsWe urge customers to review travel prohibitions, warnings, announcements, and advisories issued by the relevant governments prior to booking travel to international destinations.As Orbitz is an input based system, it is the customers responsibility to enter the correct information for each passenger.We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted] Tier Customer Service

November 8, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted] Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from Hilary [redacted] (Revdex.com case number [redacted] ) regarding a flight reservationWe understand from Ms [redacted] ’ complaint she is requesting a refund for a flight reservation.Our records indicate on March 17, the customer self-booked a round-trip flight reservation using Orbitz.com for two travelersThe flight reservation was operated by [redacted] Airlines, with flights departing on October 12, from Denver to Indianapolis and returning on October 16, 2016.From time to time and for a variety of reasons, airlines issue schedule changesWe understand that these changes can be inconvenient, time consuming and not customer friendlyHowever, Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers [redacted] Airlines was the operating carrier and merchant of record for the customers departure flights (the entity that received the funds) on this itineraryOrbitz has no control over when, or how often, airline initiated schedule changes occurOrbitz cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies.On July 9, [redacted] Airlines notified Orbitz of a change of time to the customers return flightsDue to this an email was sent to the customer as notification of the changePer documentation the customer Ms [redacted] accepted the change in timeTo our understanding Ms [redacted] was unaware of her return flights change in timeWe highly suggest that customers review their flight details hours prior to departure and if possible check in online directly with the airlines prior to departureAs these changes were finalized and displayed well before the customers departure flight we are unable to authorize a refund of the new tickets Ms [redacted] purchased due to missing her return flight.Please accept our apologies for any lack of service Ms [redacted] received while trying to resolve her situationIt is never Orbitz’s intent to mislead or to cause inconvenience to our clients, and we are sorry that Ms [redacted] feel Orbitz’s has done soOrbitz goes to great lengths to supply our clients with the information and opportunity to make well-informed travel purchases, and we are more than willing to assist our clients in any way commercially possibleWe at Orbitz are dedicated to providing knowledgeable service and support to our clientsWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely,Hayden [redacted] Tier Customer Service

Dear ***l, The Revdex.com has shared your recent correspondence pertaining to the problems encountered on Delta flight On behalf of Orbitz, I apologize for any inconvenience this has caused, and appreciate the opportunity to review your account and respond to your concernsPlease know that we have verified that there were no schedule change notifications regarding this flight, and it was still showing in the airline systems available for travel We have reached out to Delta Airlines directly regarding the problems you encountered so that they could review ***l, as soon as we have received a response, we will promptly update you; however, please allow up to business days Thank you again for the opportunity to address your concerns, and we appreciate your patienceSincerely, Charlotte [redacted] Orbitz Customer Relations

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 customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a voucher for a hotel reservationWe understand from the customers complaint he is requesting $refund due to a coupon.Our records indicate on November 8, the customer was issued a $coupon due to the customer service received Per the terms and conditions provided when the coupon was issued:Orbitz would like to offer you a $rebate to use towards a future Orbitz.com: Prepaid Hotel booking Vacation Package booking Please know that this compensation is not intended to place a value on your experience, but rather, it is meant to emphasize our commitment to you as a customerWe want to encourage you to continue using Orbitz for your travel needsVoucher case number: [redacted] When you make your next "Low Price Guarantee Hotel or "Vacation Package" booking on Orbitz, please forward a copy of your 'Orbitz Travel Document' email us at [email protected] reference the voucher case number above, offering the $rebate in your requestOrbitz will then process a refund to the credit card used to purchaseThe Refund will be credited to your account within 5-business days after the documents are received and validatedThis offer is valid for one (1) year from the date of this emailThank you for telling us where extra attention is neededWe appreciate your business and we hope you will provide us with a future opportunity to fully restore your confidence in our products and servicesSincerely, Orbitz Customer CarePer our records the customer purchased a “Pay Later” reservationAs this is not a prepaied reservation we are unable to process the customers refund request.We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] Tier Customer Service

June 2, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O- [redacted] Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservationWe understand from MsWilder’s complaint she is requesting a refund for a flight reservation to be expedited.Our records indicate on June 10, the customer self-booked a round trip flight reservation using Orbitz.comThe flight reservation was operated by Icelandair, with flights from Denver, CO to Amsterdam departing on June 13, and returning from Paris Orly on June 20, 2016We are able to confirm that as of June 13, this matter was resolved with a refund $being processed to the original form of paymentUnfortunately, we are unable to expedite the transfer of funds back into your accountThe 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 attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] Tier Customer Service

Initial Business Response / [redacted] (1000, 5, 2014/07/15) */ Hi Ms [redacted] Thank you for contacting Orbitz via the Revdex.comWe appreciate the opportunity to review and respond to your request I understand that you have a Car Rental Reservation, booked via Orbitz representative, for rental piin [redacted] However, the arrival of your flights is after the closing time of the Rental LocationTherefore, you're requesting Orbitz either pay to change your flights or reimburse you for the difference in Car Rental Cost Ms [redacted] regrettably we are not able to honor this request Please understand, according to our records, your reservation is upcoming, on July 25, No monies were prepaid for your rentalPayment is due at the locationFurther, we found that your airline tickets were self-booked online prior to your Rental Reservation booking date Ms [redacted] respectfully, our customers are responsible for ensuring self-booked reservations are coordinatedOrbitz does not review separately booked reservations; unless requested by the travelerWhile I understand your frustration, Orbitz does not reimburse for known expenses, yet to be incurred; nor do we provide refund for monies we do not collect; such as airline change fees or airfareI apologize for any disappointment Please know you are able to cancel your Car Rental Reservation, at no cost; as no payment was collected at the time of bookingRegrettably, Orbitz must deny your request for refund, reimbursement or compensation for any changes to either itineraryI wish our response could be more favorable Thank you for sharing this concernPlease be assured Orbitz values your business and we hope to have future opportunity to restore your confidence in our service Sincerely, [redacted] Orbitz Customer Relations Chicago, IL Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/07/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) When I talked to the operator for Orbitz I had the funds to pay for a more costly car, but Eden said they would wait for me, so I took that money and allocated else where; I'm not rich so there is no extra money in my wallet, once it's spent it's spent and I fault Orbitz for that; I wish I had known they were not trust worthy, I would have kept my money longer and could have rented a car at a rental place that would be open until twelvethat's what I get for being trustingI won't be dealing with Orbitz or their affiliates Final Business Response / [redacted] (4000, 9, 2014/07/27) */ Mrs [redacted] Thank you for your responseIf I properly understand your concern, the contact with Eden was July 1, 2014, and the Car Rental Reservation in question, [redacted] was cancelled July 18, - prior to travel July 25, On July 11, you were advised that the Car Rental Reservation was able to be cancelled without any penalty; and new reservation booked, as desiredThere was no payment made to Orbitz or Payless at the time of bookingYour self-booked trip was scheduled to arrive [redacted] , July 25, Orbitz is not responsible for "upcoming" expenses, for transportationWhile both Car Rental Reservations were cancelled prior to travel, both required payment from the customer to the supplierNo Orbitz payment was due - no Orbitz refund is possible Please understand, per review, I found the customer was fully aware that no car service was available and the hotel in the area did not offer shuttleFurther, I found that self-booked Car Rental Reservation - for Dollar, PBORBXXXXXXXXXX, was cancelled prior to contacting OrbitzUnfortunately, while I can understand your frustration in this matter - Orbitz is not responsible transportation expenses Mrs [redacted] your flight was self-booked June 22, The late arrival of the Jackson flight and lack of available airport transportation, are not within Orbitz controlFurther this condition were known well in advance of travel commencing July 25, Orbitz is not in a position to reimburse for known expenses I wish our response could be more favorable but Orbitz is not able to provide refund for monies we do not collect and/or for expenses associated with self-booked travel Thank you for providing an opportunity to review your concern Kind Regards, [redacted] Orbitz Customer Relations Chicago, IL

Dear Mr***, The Revdex.com has shared your recent correspondence pertaining to your refund request on Itinerary #’s [redacted] and [redacted] On behalf of Orbitz, I apologize for this disappointing experience, and I appreciate the opportunity to review your account and respond to your concernsOur records indicate on February 16, 2016, two flight reservations – itineraries [redacted] and [redacted] – were reserved using the self-service tool on the Orbitz websiteItinerary [redacted] was a combined one way fare flight reservation, departing March 19, 2016, on [redacted] Airlines from Houston, Texas to Fort Lauderdale, FloridaTravel on March 26, 2016, is on [redacted] Airlines, departing Fort Lauderdale, Florida to Houston, Texas, for one passengerItinerary [redacted] was on [redacted] Airlines, departing March 19, 2016, and returning March 26, 2016, for one passenger.Upon further research, we were able to confirm on February 17, 2016, that we were contacted to cancel the reservations for a full refund as they were within the hour cancellation periodAt that time, the assisting representative reached out to an air specialist to assist with the processing of the cancellation; however, only the refund of $for the [redacted] portion of the reservations was refunded at that timeOn March 3, 2016, Orbitz processed refunds in the amount of $for the [redacted] flight reservations and $for the [redacted] flight reservations, for a total amount of $The amount of $was refunded by [redacted] Airlines on February 17, The amount of time it takes to receive a refund depends on how quickly their credit card company processes refundsMr***, thank you again for the opportunity to address your concerns, and apologize for your disappointing experience We do appreciate your business, and hope that we have a future opportunity to serve you in the future.Sincerely, [redacted] Orbitz Customer Relations

May 17, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O- [redacted] Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] ***We regret to hear Mr [redacted] did not accept our response and/or resolution offered.Please accept our apologies for any lack of service you received while trying to resolve your situationIt is never Orbitz’s intent to mislead or to cause inconvenience to our clients, and we are sorry that you feel Orbitz has done soOrbitz goes to great lengths to supply our clients with the information and opportunity to make well-informed travel purchases, and we are more than willing to assist our clients in any way commercially possibleWe at Orbitz are dedicated to providing knowledgeable service and support to our clients.Due to Orbitz being a third-party intermediary, we had to contact the Air France to request a refund of the reservationThe airlines authorized a full refund of one ticket due to the error that caused [redacted] to have two ticketsAs of May 17, a full refund of one ticket amounting to $was processed to the customers original form of paymentThe time it takes the refund to post to the customer’s account depends on the time it takes the Mr***’s credit card company to process refunds.We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] Tier Customer Service

January 9, Revdex.com Complaint Department – Orbitz Re: Orbitz Case # [redacted] Dear Revdex.com, Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a car rentalWe understand from Mr [redacted] complaint that on December 22, 2017, Enterprise did not have a minivan availableWe had reached out to Enterprise on behalf of the customer and was advised that they did not have any vehicles availableMr [redacted] stated in his complaint that he had rented a minivan directly at the airport and was charged in the amount of $He is seeking reimbursement for the difference in cost paid for the new rental in the amount of $ After further investigation we were able to confirm that Mr [redacted] rented a minivan through Budget, picking up on December 22, and dropping off on December 25, The amount charged for the rental was $ Please be advise that the carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of OrbitzOrbitz is not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there fromOrbitz has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority Orbitz will honor Mr***’s request and reimburse the difference in cost of $for the amount charged for car rental through BudgetRefunds will typically take 3-business days to appear on the account Again, thank you for allowing us the opportunity to address your concernsIf you have any further questions or concerns, please don’t hesitate to contact us Sincerely, [redacted] Corporate Customer Service

June 19, Revdex.com Chicago & NIllinois Complaint Department Re: Orbitz Case: [redacted] Dear Revdex.com, Thank you for taking the time to contact Orbitzregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you We understand from Mr [redacted] complaint that he attempted to book a flight on our website but received an error message that stated the booking could not be completed at the timeHe stated that the price he viewed on our site was cheaper than the actual airline and he wanted to book at that priceHe contacted our office for assistance but, we were unable to complete the booking at the price that Mr [redacted] viewed initially Though our website is updated as quickly as possible, as options sell out the pricing and availability are subject to change and the itinerary is not guaranteed until booked, confirmed and ticketed While we understand Mr [redacted] concerns, we do not see any error by Orbitz and as a result, we are unable to honor his request Again, we thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] Corporate Correspondence Team

Initial Business Response / [redacted] (1000, 5, 2014/07/16) */ Dear Mr[redacted] , Thank you for taking the time to contact OrbitzIt is my understanding that you cancelled your [redacted] Airlines flight right after booking, and are upset that you have not received a refundOn behalf of Orbitz, I apologize for any frustration or disappointment this has causedI appreciate the opportunity to review this matter and assist you While we do advertise Courtesy Cancellation on the website, we make sure to make it clear that it does not apply to every airline ticketThis is because some airlines, such as [redacted] Airlines, have their own restrictions regarding thehour void policyWhile we may provide information about Courtesy Cancellation with the search results, all of the verbiage used explains that it only applies to "some," not all, flight bookings I've attached screenshots of your web session for your reviewAs can see, once you chose the [redacted] Airlines flight from the search results, Courtesy Cancellation was no longer mentioned or advertisedFurthermore, when you elected to cancel your airline ticket, the website did not advise that you were Courtesy Cancelling the flightAccording to the screenshots I've provided, the website explained that the ticket was nonrefundable, but that you could hold a credit for future use As you have learned, [redacted] Airlines will not allow a courtesy cancel if the flight departure date is within days of your booking dateSince you were advised that the ticket was nonrefundable when you cancelled it, Orbitz is not in a position to compensate youWe did not find this to be an Orbitz error in any wayAs a travel agency, we must abide by the airline's rules that they set for their tickets Mr[redacted] , we wish our response could be more favorableWe value your business and hope to have a future opportunity to serve your travel needs Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

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 customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservationWe understand from Ms [redacted] complaint she is requesting a refund on an unutilized airline ticketOn 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, the customer self-booked a round trip flight reservation using Orbitz.comThe flight reservation was operated by [redacted] , with flights departing from Mexico City, to Los Angeles, CA departing on March 18, and returning on March 20, 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 providersBased on the fare rules the customer agreed to at the time of booking, the tickets were non-refundable with a change penalty fee of $per passenger would be chargedIn addition, the customer would be responsible for any difference in fareMs [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 departureThey also verified that the gates for the customers flight officially closed an hour and forty-five minutes prior to departureThough 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 creditTo 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 attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted]

May 12, Revdex.com Chicago and Norther Illinois Complaint DepartmentRE: Orbitz Case [redacted] Dear Revdex.com, Thank you for contacting Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flightWe understand [redacted] is requesting Orbitz to cover the costs to change flights due to the purchase of insurance with an insurance vendorOur records show on March 6, [redacted] , or a person authorized for the account of [redacted] , booked combined one way flights for one passenger traveling with [redacted] Airlines on May 12, from Nashville to Dallas, returning with [redacted] Air on May 14, and a flight insurance Cancellation Plan with [redacted] insurance company for $ [redacted] contacted us recently requesting to make a change to the outbound flight with [redacted] Airlines that was purchased for travel on May 12, We reviewed the ticket with her and advised per the fare purchased and fare rules that were provided and accepted at the time of purchaseThe [redacted] Airlines ticket had been purchased for $Changes, including change of date, required payment of a fee of $plus any difference in fareAs the change fee had a higher value than the ticket, we advised purchasing a new one way flight that would have a lower cost and carry over no restrictions from the previous ticket, such as limiting the airline carrier, travel times, or routingDuring the call our customer escalated to two supervisorsOur employees offered multiple times to assist with rebooking a new flight without any extra feesThe assistance was declined because we were not able to provide discounts on the flights that were available.The insurance that was selected for purchase with [redacted] insurance company offers protections with limited coverage and restrictions and requires that claims be submitted to the insurance company for approvalShould our customer prefer to contact [redacted] to review the policy the contact information is available from their online itinerary, their email confirmation, or our agents can provide it by phone.We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] Corporate Customer Service

Initial Business Response / [redacted] (1000, 5, 2015/09/24) */ Dear Mr [redacted] The Revdex.com has shared your recent correspondence pertaining to the validity of a canceled ticketI appreciate the opportunity to review your account and respond to your concerns From your complaint, tickets were booked via the website on September 8, for travel on November 2, Due to personal reasons, the trip was canceled on September 12, 2013; the credit with [redacted] Airways was issued on the same dateYou have attempted to use the credit without successYou believe that Orbitz did not disclose the validity of the credit which resulted in a loss of the creditYou are asking Orbitz to honor the credit for future useFurthermore; your perception of Orbitz has become discontented due to the service you have received Mr [redacted] I do understand your concern in this regard, as airlines continue to add various charges in order to maintain costs; travel can be a hectic experience, and Orbitz does try to meet the expectations of our customers with current information made available on the website along with terms and conditions of sales According to my research, the booking was made privately, meaning there was no assistance from a telesales representative to book over the phone Additionally, the cancellation on September 12, was private; you were provided the details of the credit along with the validity of one year from the date of issue, September 8, Orbitz generated an email cancellation receipt which provided the details As a travel agency, Orbitz is required to apply the applicable airline fare rules act the exact moment of the purchaseThe tickets were sold as non-refundable with restrictionsPlease understand Orbitz is only a purveyor of tickets for airline carriers we display on our siteThis entire fare was paid to the respected airline, and Orbitz is required to adhere to all the airline's rules and restrictions Non-refundable ticket rules include airline waivers only in the event of the death of the traveler or spouseThis 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 If you review the credit card statement, on the date of purchase, all funds collected for the tickets were charged to [redacted] Airways, not OrbitzAfter the validity date of September 8, 2014, the airline would purge the data and forfeit the creditThe airline would not have any data available to review your case and no extension of the credit from the purchase would be offered Although I understand your frustration and dissatisfaction; we are confident that all pertinent information about the terms and conditions as well as 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 Mr [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 $ Sincerely, [redacted] Orbitz Customer Relations Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) After canceling the flight I was never informed of these rules that was stated to me last week when I tried to use some of the creditWe were not able to take the trip until now due to medical reasons As far as looking at my charges, the credit card doesn't have history for anything past a year from today's date even after I opened a claim Even when I called the number the other agent provided, they were shocked that I was not informed in writing when my ticket was canceled Final Business Response / [redacted] (4000, 9, 2015/09/28) */ Dear Mr [redacted] In your reply, you wrote about your dissatisfaction with a decision we had madeWe regret your continued disappointmentSince you have contacted us again, you clearly feel strongly about these issues As I have explained previously; both the initial booking along with the cancellation were made privately; there was no contact with a telesales or customer service representative to verify the terms and conditions of the ticket and or credit Tickets and or credits have only one year's validity; this is the policy of the airline,***, not Orbitz As you have stated, the credit card statement is not viewable past one year; this would indicate data is not held after one year, as airlines have the same type of data holdings The airline would not have any data available to review your case and no extension of the credit from the purchase would be offered We have given this matter every consideration and at the same time, provided you detailed responses regarding it We regret the enduring unhappiness with our serviceAs we have evidently reached an impasse, there will be no further replies forthcoming from our office regarding this issue Sincerely, [redacted] Orbitz Customer Relations

August 2, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding emailsWe understand from Mr [redacted] complaint he is requesting a stop to daily emails.Our records indicate on June 22, the customer booked a flight reservation through Orbitz.comUpon booking this reservation the customer registered his email address for a guest accountAs of August 2, Orbitz has requested to remove your email address from receiving promotional email.We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] Tier Customer Service

July 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 customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding canceling her flight reservationWe understand from the customers complaint she is requesting to have her flights canceled and refunded in fullOn July 20, we contact Ms [redacted] to acknowledge receipt of the Revdex.com complaint.Our records indicate on April 7, the customer called self-booked a package reservation for two travelersThe customer purchased a five night hotel reservation at Luxury Bahia Principe Samana - All Inclusive Adults Only, checking in on June 29, 2016, and checking out on July 4, The customers roundtrip flights were operated by United Airlines, departing from Raleigh, NC to Puerto Plata, Dominican Republic on June 29, and returning on July 5, 2016.Our records reflect that on May 21, Ms [redacted] called customer service to receive assistance canceling her reservationOrbitz 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 providersBased on the fare rules the customer agreed to at the time of booking, the tickets were non-refundable with a change penalty fee of $per passenger would be chargedIn addition, the customer would be responsible for any difference in fare.As of July 6, Ms [redacted] called customer service to utilize her United flight credit for a new reservationWhen discussing this with the customer on July 20, the customer Orbitz verified that the additional charge was successfully reversedShe also advised that she no longer would like to cancel her flightsDue to this we are unable to offer a refund for her flight reservation.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 availableWe would like Ms [redacted] to know that every reservation is important to us and our main goal is to provide a smooth and pleasant experience to our membersWe appreciate Ms [redacted] thoughtful comments as we rely on customers like her to provide us with the information we need to continue improving our servicesWe would like to remind the customer that a $coupon has been placed in the customer’s account and is valid a year from issuanceWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted] Tier Customer Service

April 11, 2017Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted] Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservationWe understand from the customers complaint he is requesting a refund of his package Our records indicate on March 31, the customer self-booked a package reservation for three travelersThe customer purchased a five night hotel reservation at Dreams Tulum Resort & Spa All Inclusive checking in on October 10, 2017, and checking out on October 15, The customers flights were operated by [redacted] , departing from New York, NY to Cancun, Quintana Roo on October 10, and returning on October 15, 2017.Our records show that this complaint was resolved on April 6, when Mr [redacted] was issued a full refund of his flight reservationPer the case notes, Mr [redacted] is unsure if he wants to cancel his hotel reservationPer the hotels cancellation and change policy “Cancellations or changes made after 11:PM local hotel time, Saturday, October 7, or no-shows are subject to a hotel fee equal to night(s) plus taxes and fees.” If the customer would like to cancel his hotel reservation Orbitz suggests that Mr [redacted] contact our customer service prior to October 7, 2017.We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] Tier Customer Service