Orbitz

Complaint: [redacted] I am rejecting this response because: While I can appreciate your attempt at keeping information safe, I assure you that you have not looked into this matter fully I see in your response that you have referred to me as Ms., meaning that I am female As I would have to be to become pregnant It has been brought to my attention that the recording you all have of this conversation on 01/27/was a male caller The only phone call I made to Orbitz was in fact on 02/24/2016, well after the fact that you all had my reservation canceled I do not believe that you have fully investigated this matter and would like all recordings pulled I also DID NOT receive any email notification that I needed to provide any sort of follow up In fact the person I spoke to on 02/24/stated that it may be in my junk mail Now I ask you, why would all other emails come directly to my mail box and this "supposed" notification of medical proof go to my junk mail You all have perfected the art of talking circles around your customers until they simply walk away All I am asking is for this to be made right I am a single FEMALE, and I can provide whatever proof you need to prove that I am such, and that you all in fact did allow another party to cancel a reservation without my permission This just can not be acceptable I have had to go to great lengths and many hours to protect my identity and follow up with you all, with very little to NO response In fact, it has not been until I filed a complaint with Revdex.com that anyone has listened to me, much let take the time to respond I would like to also hear the recording on 01/27/that you all claim you administer to calls, as proof that you have in fact looked into this matter fully and completelyIt is extremely upsetting that all this could happen, and with no regard to myself or my experience Sincerely, [redacted] ***

May 25, Revdex.com Alaska, Oregon & Western Washington Complaint Department 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 Our records reflect that on January 12, 2017, Mr [redacted] booked a one night stay at the Hotel Seccy from September 19, 2017, through September 20, We understand from Mr [redacted] complaint that he booked this reservation for $with a $voucher, but he later canceled the reservationWhen the booking was canceled Mr [redacted] was refunded minus the $that was covered by the voucherAccording to Mr [redacted] he was informed by Orbitz that we would also refund the $ When Mr [redacted] initially requested a refund of $for the voucher, we advised that the voucher was used towards itinerary [redacted] but, the booking was canceledAs such, the voucher was deemed forfeited and we were unable to reverse it once it has been applied We reviewed the account and have no record of a promised refund of $On January 29, 2017, we emailed Mr [redacted] to inform that we have placed two $vouchers into his account It is never Orbitz’s intent to mislead or to inconvenience our clients, and we are sorry that you feel we have done soIn good faith we have issued a travel voucher valued at $into Mr [redacted] account which is valid through May 24, 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

April 15, Revdex.com Chicago and Norther Illinois Complaint DepartmentRE: Orbitz Case [redacted] Dear Revdex.com, Thank you for contacting Orbitz regarding the rebuttal received from our customerWe are responding to the consumer complaint from Xing [redacted] (Revdex.com case number [redacted] The set of one-way flights purchased for $were purchased from the airlineAeroflot is the merchant of record and placed the charge for the flights on the customer’s credit cardWe are working with them and providing the information needed to facilitate the refund, which most likely will come directly from Aeroflot.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,Denise [redacted] Corporate Customer Service

Dear Kingsley, The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you furtherIt is my understanding that you feel Orbitz engages in bait and switch tactics, due to the price changes on our websiteI appreciate the opportunity to review and respond to youOn behalf of Orbitz, I apologize for the disappointing experience and the frustration this caused you.Orbitz goal is to make every customer experience a great one, by offering the lowest fare available to our customersOrbitz is an unbiased and dedicated online Travel Agency offering millions of fares on every requested flight searchWe understand it is frustrating for you to see a price on a reservation that you would like to confirm, and the price increasesInventory available on Orbitz is also available on other travel sites Please know at the same time, there are millions of customers shopping throughout the dayThe airfares and their availability can be updated at any time, with or without notice, since they are determined directly by the airlinesFares can change very rapidly as the carriers continually adjust their flight loads, especially during peak travel timesOrbitz monitors these changes closely and makes every effort to keep our fare displays as current as possibleThat’s why these fares are not guaranteed until we receive confirmation from the airlines, and tickets have been issuedWhen you are attempting a booking, and the price changes or shows no longer available; this means that the airlines have updated their pricing but have failed to update our website with current priceIn situations where the airlines have not updated their fares and availability, we can send a request that they update the systemIf you provide the flight details; I will forward to the appropriate department for their follow up with the carriers to update the website with their most updated availability and fare Regrettable, Orbitz is not able to restore a fare once it is sold out or discontinued by the airlineHowever, as a gesture of goodwill, Orbitz has issued you a $USD future travel voucher to use on your next Orbitz.com prepaid bookingOur 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 $future travel voucher in your requestOrbitz will then issue a credit to the card used for the new bookingThis offer is valid for one year from the date of this letter, until December 1, Kingsley, thank you for allowing me to review this with youWe appreciate your business, and we hope to have an opportunity to serve you in the futureSincerely, Jeanna HandleyOrbitz Customer RelationsChicago, IL

January 24, Revdex.com Complaint Department – Re: Case # [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from Mr [redacted] We regret to hear Mr [redacted] did not accept our response Orbitz is responding to the consumer complaint from Jesse [redacted] (Revdex.com case number [redacted] ) regarding a refund for a non-refundable hotel bookingWe understand from Mr***’s complaint that he is requesting to cancel his hotel reservation and receive a refund due to the Malaria Virus is prominent in the hotels location and Mr [redacted] is allergic to the required medication We have further reviewed Mr***'s complaint and after giving the matter our full attention we continue to stand by our previous response wherein we advised that we are unable to honor Mr***'s request of a refund for a non-refundable hotel reservation Our records reflect that on December 28, 2017, Mr [redacted] self-booked a night hotel stay for one guest, at the Hotel Costa Linda, checking in on January 23, and checking out on February 15, The hotel cancellation and change policy was advised and agreed to while booking online: The room/unit type and rate selected are non-refundableShould you change or cancel this reservation for any reason, your payment will not be refundedNo refunds will be issued for late cheor early check-out Furthermore, when finalizing the reservation on Orbitz.com, Mr [redacted] agreed to the following Terms of Use: The carriers, hotels and other suppliers providing travel or other services are independent contractors and not agents or employees of the Orbitz CompaniesOrbitz Companies are 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 Companies have 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 have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority In no event shall the Orbitz Companies, the Orbitz Partners and/or their respective suppliers be liable for any direct, indirect, punitive, incidental, special or consequential damages arising out of, or in any way connected with, your access to, display of or use of this Website or with the delay or inability to access, display or use this Website (including, but not limited to, your reliance upon opinions appearing on this Website; any computer viruses, information, software, linked sites, products and services obtaining through this Website; or otherwise arising out of the access to, display of or use of this Website) whether based on a theory of negligence, contract, tort, strict liability, consumer protect protection statutes, or otherwise, and even if the Orbitz Companies, the Orbitz Partners and/or their respective suppliers have been advised of the possibility of such damages Our representatives made several attempts to advocate on Mr***’s behalf to receive authorization to issue a refund and on January 4, 2018, the hotel manager agreed to waive the penalty fees if the customer agrees to change the dates of his hotel stayThe hotel will not waive the penalty fees if Mr [redacted] decides to canceled his hotel reservation Based on the above, we cannot issue a refund for the hotel reservationThe terms and conditions were expressly advised and agreed by Mr [redacted] at the time of bookingOrbitz has no authority to override a hotel’s policyAgain, 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 Customer Service

April 9, Revdex.com Chicago and Norther Illinois Complaint DepartmentRE: 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 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 airline seat assignmentsWe understand [redacted] is requesting a refund.Our records show on March 18, Wendy Accola or a person authorized by her, booked a package for four people via the Orbitz website including roundtrip flight with [redacted] Canada from Chicago to Punta Cana on March 25, 2018, returning on March 31, 2018, two Junior Suite with Indoor Jacuzzi - Super Saver - Book NOW! for five nights with the [redacted] Punta Cana All Inclusive checking in on March 25, 2018, and roundtrip private minivan transfer between the airport and hotel for $4071.24.On March 21, we received a call from our customer requesting assistance with selecting seats for the return flightHowever, the [redacted] Canada website advised for the fare purchased seat assignment is not guaranteed, seating preferences are taken by the airline as a request only, and it was not possible to request the seat assignment further than they had already been requested.The airline provides their policy here: http://www.aircanada.com/en/travelinfo/traveller/seatselection/index.htmlWhen booking on our website, in the section for “Seat requests, frequent flyer, redress and more” we advise “Seat selections are requested from the airline but cannot be guaranteed.”If our customer continues to select specific seats a flight map is shown, which is provided by the airline, based on the equipment for which the airline advises they will be operating for the flightOrbitz.com is a third-party website that offers travel items for sale from vendors such as airlinesAccording to the Terms of Use for our website, we do not take liability for errors or omissions made by the vendors in the content they provideWe 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

July 28, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case # [redacted] Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our 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 his OrbucksWe understand from Mr [redacted] complaint he is requesting a refund of Orbucks.Our records indicate on April 22, the customer booked a hotel reservation for a two night stay at the The George & Dragon Inn checking in on June 17, and checking out on June 19, The customer used Orbucks to pay for the reservationThe Orbucks MrKohl used on the hotel reservation were gained on April 20th and 21st with the Spring DOUBLE Orbuck Flight Bonus promotionPer the promotions terms and conditions “Bonus Orbucks expire if not redeemed within days of issuanceOffer is non-transferable and not redeemable for cash.” This means that the customers Orbucks were to expire on June 19th and 20th.On June 19, 2016, we can confirm the customer called customer service to cancel his hotel reservationDue to the reservations cancelation policy the customer was fully refunded for the canceled hotel reservationWe have verified that on June 19, Mr [redacted] Orbucks were returned to her Orbitz account.Due to the customers points being expired they were automatically removed from his account on June 19th and 20thOrbitz is unable to reinstate the customers expired Orbucks.If you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] Tier Customer Service

September 5, 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 Marina Perez (Revdex.com case number [redacted] regarding a flight reservationWe understand from the customers complaint she is requesting the ability to use her flight credit.Our records indicate that on May 9, the customer self-booked two one-way flight reservationsBoth the customer departure and return flights were operated by [redacted] AirlinesThe customers departure flights were scheduled to depart from Sacramento, CA to Orlando, FL on August 29, The customers return flights were scheduled to return from Orlando, FL to Sacramento, CA on September 1, 2016.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providersAs a result, we strongly recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policies The customer booked two one-way tickets, both with [redacted] Airlines as the merchant of record, and the companies that charged the customer’s credit cardWe hope you understand we have to abide by their rules and regulations.On “Trip Summary” page prior to inputting the credit card details there was a section titled “Important Flight Information” below it stated, “Your flight is a combination of two one-way fares, each subject to its own rules and restrictions.” Furthermore the customer was advised of the following concerning the departure and the return flights, “Tickets are non-refundable hours after booking and non-transferableA fee of $per ticket is charged for itinerary changes.” As we understand from Ms [redacted] complaint the flight was canceled due to a medical emergencyTo request a refund we suggest the customer contact [redacted] Airlines directlyPlease follow the link below to submit a refund request.https://prefunds.aa.com/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 us.Sincerely, [redacted] Tier Customer Service

Initial Business Response / [redacted] (1000, 5, 2015/06/11) */ Dear Mr [redacted] , The Revdex.com has shared your recent correspondence pertaining to the problems encountered during your travels due to the Visa requirementsI appreciate the opportunity to review your account and respond to your concerns It is my understanding that your wife did not have the proper entry documentation for your international travel, and she was denied boarding for the flight, so you both had to travel back to the United StatesYou believe Orbitz should have provided you with this information Mr [redacted] , prior to confirming your international reservation, we do advise that special travel documentation is requiredThere is a link available for you to review the required documentationThis link is also available on your itinerary, and can be reviewed at anytime via your "My Trips" International trips require special travel documentation for each traveler The Orbitz.com website has a specific link to [redacted] This website contains information about entry requirements for entry and transit into any foreign country, and return to the United StatesThe link to this website is: http://visacentral.com/passports.php?login=XXXXX On this link, you can enter the type of passport being held, and where you are traveling to, and it will advise if a Visa is needed or if there are other requirements that must be metWe certainly empathize with the inconveniences you encounteredHowever, we did provide access for you to review the requirements needed by the type of passport being heldPlease understand that Orbitz does not hold the funds for the tickets reserved, and we would not be able to grant your compensation requests Mr [redacted] , we wish our response could be more favorablePlease be assured that Orbitz values your business, and we hope you will provide us with a future opportunity to fully restore your confidence in our products and services Sincerely, [redacted] Orbitz Customer Relations Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I still argue the point that though the Orbitz website advises to check for required travel documents it doesn't require that the information be accessed before allowing someone to purchase ticketsThere should be additional procedures in place to protect the consumer from making ill advised purchases If Orbitz truly values my business, why did they consistently fail to provide me a response for more than two months in regards to my concerns while they immediately responded to the Revdex.com the very next dayIf Orbitz genuinely desires that I provide them with a future opportunity to fully restore my confidence in their products and services, I would ask that they demonstrate leniency as I had originally requested by assisting me in recuperating a portion of my lost funds Sincerely, [redacted] Final Consumer Response / [redacted] (4200, 11, 2015/06/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I recognize that Orbitz does not have a legal obligation in this case, however, I will still argue that it is much too easy for an innocent customer to purchase airline tickets without full knowledge of the financial risks involvedAs we all know, the terms and conditions pages on most websites are often very wordy and lengthyBeing asked to check a box to indicate that you agree with the conditions may meet the legal requirements for the website but it certainly doesn't guarantee that the customer has been made aware of the risks involved in making the purchase I am still not clear why Orbitz is not willing to offer any leniencyOrbitz' revenue in approached billion dollarsA partial refund or travel voucher toward a future trip would have been a gesture of good faith that would have earned my continued loyalty as a customer I receive promotional e-mails from Orbitz on a regular basisI would like to kindly request that they remove my address ( [redacted] @juno.com) from their mailing list Sincerely, [redacted] Final Business Response / [redacted] (4000, 13, 2015/06/18) */ Dear Mr [redacted] , Thank you for your follresponse, and I appreciate the opportunity to respond to your continued concerns At Orbitz, we make every effort to make all terms and conditions as simple as possibly for our customers reviewPlease understand that Orbitz does not hold the funds for the airline tickets reserved, and we are just not able to offer a refund for the tickets Mr [redacted] , I understand that this is not the response you were hoping for, but we are unable to grant your requestThank you again for the opportunity to address your concerns Sincerely, [redacted] Orbitz Customer Relations

January 20, Revdex.com Orbitz – Alaska, Oregon & Western Washington Complaint Department 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 youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com complaint [redacted] ) regarding a refund for a best price guarantee on a packageOur records show on December 08, 2016, Ms [redacted] self-booked an Orbitz.com hotel reservation via booking number [redacted] with a trip start date of July 18, We understand from Ms [redacted] complaint, she booked her reservation and was advised to submit a best price guarantee caseAfter submitting her case, Ms [redacted] mentions she was denied a refund and never received a response on why her claim was deniedThe customer is requesting a refund of the difference between the amount she paid and the amount of the lower package she found on another siteThe difference which we have confirmed on our site is for the amount of $353.75USDUpon researching the customer’s complaint, we can confirm that on January 03, 2017, when Ms [redacted] brought this matter to our attention, a refund was processed back to her card in the amount of $Orbitz’s goal is to provide an exceptional customer experienceWe do regret any inconvenience she has encountered in resolving this matterAs a refund has been given to the customer and the issue has been resolved to Ms [redacted] desired outcome, Orbitz considers this matter closedWe 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 usSincerely, [redacted] Tier Customer Service

June 22, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O- [redacted] Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our 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 Loel [redacted] (Revdex.com case number 114***) regarding a flight reservationWe understand from Mr [redacted] ’s complaint he is requesting a refund for a hotel reservation that was booked due not being able to utilize a flight reservation.Our records indicate on March 24, the customer self-booked a round trip flight reservation using Orbitz.comThe flight reservation was operated by American Airlines, with flights from Louisville, KY to Auckland, New Zealand departing on May 7, and returning on May 23, The customer also purchased a “Orbitz Flight Protection Comprehensive”.It is our customer’s responsibility to review all Rules and Regulations prior to booking any travelAs Orbitz does not issue visas or passports, we advise all customers to refer to their Embassy or Consulate for travel document requirementsWe understand the inconvenience Mr [redacted] has experienced, but we are unable to provide a refund of the hotel reservation purchased due to not having the correct visa requirements to board the connecting flight in Sydney, Australia.We are truly sorry if there was a misunderstanding in regards to how this was interpreted however, Orbitz is not able to discuss what identification or documents are needed for travel because of how frequently the requirements changeIt is the traveler’s responsibility to keep up to date on those changesIn providing this information Orbitz has met our obligation to prepare those passengers who book on our websiteWhen customers are acting as their own travel agent it is important that they confirm this information by checking the website, contacting us or the airline directly in order to insure all requirements are meet prior to departure.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,Hayden [redacted] Tier Customer Service

Initial Business Response / [redacted] (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, PeruOn 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 $for your bookingPlease allow to business days for the refund to processAlso, as a gesture of our sincerity, Orbitz would like to offer you a $USD future travel voucher on your next prepaid Orbitz.com hotel or vacation package bookingOur 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] reference case number and my letter offering the $voucher in your requestOrbitz will then issue a credit to the card used for the new bookingThis offer is valid until August 19, 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:It is not clear to me what additional information is needed for research It took nearly a month for any response and I'm therefore leery that granting additional time - without details as to the current delay - will provide a sufficient response Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/08/07) */ Dear [redacted] The Revdex.com has shared your recent correspondence pertaining to the name error and non-notification of the errorI appreciate the opportunity to review your account and respond to your concerns From your complaint, tickets were booked on May 19, for travel on July 30, The concern was the second ticket; the name was not a surname, however, just a suffixAs the system designated this as a fictitious name, the airline, [redacted] , canceled the spaceYou were unaware of the cancellation until the date of departureYou are asking for a refund of the tickets, due to the non-use of the tripFurthermore; your perception of Orbitz has become discontented due to the service you have received [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 terms and conditions associated with ticket bookings According to my research, the booking was made privately, meaning there was no assistance from a telesales representative to book the tickets over the phone As a travel agency, Orbitz is required to apply the applicable airline fare rules the moment the ticket is issuedThe tickets were sold with the understanding that the fare was non-refundable and certain restrictions apply The tickets were issued; unfortunately, the name filed of the reservation acknowledged the suffix as the surname, which I believe should have been flagged as an errorThis, however, was not the caseSubsequently, the airlines' reservation system did recognize this as a fictitious name, and canceled the space On your behalf, I have contacted our air product development group; this valuable information may be used in helping Orbitz to determine better overall experience for our customersFeedback such as yours is critical to the operational side of our business Nevertheless, I do understand your point; Orbitz will refund the tickets in the amount of $to the card ending in***This will process today, August 7, Please allow a to day timeframe for the credit to appear on the statementThis will appear as an Orbitz credit, not [redacted] Additionally, I will refund the Orbitz service fee of $13.98, which was charged to use the siteThe same timeframe applies for the fee Therefore, the total amount of the purchase is refunded We take our customers' comments very seriously, and I thank you for your honest feedback [redacted] , we thank you for bringing this matter to our attentionYour 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 Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) Although we are still sad to have missed our vacation, I am glad that Orbitz has agreed to refund the cost of our tickets

Dear Mr [redacted] Please know we are still awaiting a response from the airlineI hope to have a resolution for you within the next week and will contact you as soon as I have any further informationSincerely, Shalon [redacted] Orbitz Customer Relations Chicago, IL

Complaint: [redacted] I am rejecting this response because: almost everything claimed in the response is incorrect! First, the last time that I called, I even mentioned the problem that I had with the trip, and didn't agree with the datesIf you take the time to listen to the call which you claim you record, you would be able to listen to thatSecond, while I did press the "accept" button on the confirmation e-mail, there are several problems with thatWhen I called to make sure my payment went through (I had encountered an "error" message for some reason), the person I spoke to on the phone informed me that I would receive an e-mail to confirm the PAYMENT, and that I had to click acceptI was never advised that this would confirmation the information on the emailSecond, the supervisor I spoke to advised me that I had clicked on the confirm button on the 21st, which is untrue, since I didn't open the e-mail until the 24thAgain, another lie and/or wrong information on your systemFurther, the e-mail with the information seems like it's built to trick people, since it has the option to click on accept BEFORE the information about the trip, which appears AFTER the button to acceptIf I'm not mistaken, there have been lawsuits by people against companies who used to do that, which is why now most companies force people to read the entire information, or at least scrow down the entire information before clicking the "accept" buttonThird, when I tried to check in, my last name, as well as my husband's last name were incorrect, and your system had changed them and put all of our last names togetherAgain, one more evidence that our information WAS IN FACT CHANGED either by your system or by one of your agents and/or employees.I was able to find extensive evidence online about other people's experience with your business, when they had similar experiences to mine, and had their information changed by your companyI'm pretty sure you sold me a ticket to a sold out trip, and as a result, instead of informing me about it, you just changed my trip without consulting meEven one of the employees from [redacted] said that although they couldn't change anything on the reservation because I unfortunately had it done through your business, he said that the reservation was strange and had several mistakes! Sincerely, [redacted] ***

March 23, 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 and/or resolution offered.Once again, we would like to apologize for the inconvenience you have experienced, and our regrets that we are unable to offer you a more satisfactory solution to this problemIt 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.As previously advised we are able to verify that no additional charges were incurred when changing Mr [redacted] ’s ticketA corporate customer service agent was able to purchase a new departure flight at no cost to Mr [redacted] As Mr [redacted] was able to fully use both flights on both itineraries we are unable to authorize a full refund of his reservationDue to this we are unable to authorize any additional compensationWe thank you for allowing us to address this matter furtherIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted] Tier Customer Service

Initial Business Response / [redacted] (1000, 5, 2014/08/03) */ Thank you for contacting Orbitz via the Revdex.comWe appreciate the opportunity to review and respond to your concern I understand that your concern is that the connection time for travel exceeded the period allowed for connections and you feel Orbitz is responsible for this event Mr[redacted] , please know minimum and maximum connection times are determined by the airport authority, government agency and adhered by the airline and all travel providersIn the case of third party agencies, such as Orbitz, we must adhere to the airline schedule, as published in accordance with government mandated standards, airport standards, etcPlease understand itinerary/schedule options are provided directly by the air carriers and remain under the exclusive control of the airlineNo itinerary, schedule, flight, for air carrier service is available without the airline supplying, confirming, and collecting payment for the ticket Further all tickets issued for travel, regardless of issuing agency, are only confirmed with the expressed approval of the airline providing transportThis approval is designated by the airline locator and ticket validationOrbitz is not responsible for airline schedules, connections, transfer or entry/exit guidelinesThis limitation is stated within our terms and conditions Regardless of our limitations in such matters, we'd like to review your concern more closelyHowever, you've not provided the Orbitz Confirmation and/or ticket numbers associated with your concernUpon review of the Orbitz Member account associated with the email provided, I found no single booking/itinerary/ticket or reservation with the matching the description provided in your statement Please understand, if you're concern is due to separate reservations booked independently for travel through a location, or city, you are responsible for adherence to any international documents, travel rules, and airline policiesNeither Orbitz nor the airline would be responsible for errors or miscalculations between reservations or separate ticketingI apologize for any misunderstanding if this is the case Mr[redacted] , please review your reservation(s) and provide the Orbitz Confirmation and/or ticket number for review if a singular reservation is at issueWe'll be happy to investigate further on your behalf Thank you for sharing this concernWe look forward to looking into this matter further Kind Regards, [redacted] Orbitz Customer Relations Chicago, IL

June 6, 2016Revdex.comComplaint Department – OrbitzDear 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 11453970) regarding a flight reservationWe understand from Ms [redacted] ’s complaint he is requesting a refund for a flight reservation.As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe will submit our final reply via the Revdex.com's website.We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] Tier Customer Service

Complaint: [redacted] I am rejecting this response because: I am well aware of the structure and agreement with which to change reservations My issue was with their assigning my ticket a null or near zero value Clearly my ticket was worth some amount as the same route was available on their website a few days later My flights were the EXACT same, and should be treated as such The value they would bring be of negligible difference on their website compared to the dates I required All I wanted was to change dates, pay the $change fee, and some possible small date difference (as is typical with airline flights varying a small amount day to day).This is possibly an issue with their ticket changing system itself In any case, I am deeply unsatisfied with the lack of support on the part of Orbitz and its willingness to take advantage of a customer with no other options Sincerely, [redacted]