Orbitz

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]

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 I appreciate the response and resolution and hope that the company will further train and empower its customer service representatives to resolve these issues quickly Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this initial response is satisfactory to meThe company has reached out to me for additional details and has indicated that they will further research the problem to see if they can provide a resolution We will wait to see if this continues to be a problem for us Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2014/02/06) */ Dear [redacted] The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you furtherI understand you confirmed a reservation on our websiteHowever, the reservation was confirmed for the incorrect datesYou would like the money charged to changen the ticket refunded, as you are claiming this was an error caused by the websiteI appreciate the opportunity to review your account and respond to youOn behalf of Orbitz, I sincerely apologize for the disappointing experience After reviewing your account, I show your reservation confirmed for travel on April 2, At Orbitz, we understand the importance of our website displaying accurate information during the booking processTo ensure the accuracy of our site, we keep website logs of our customers booking processI have checked the logs of your booking process, and it does show your search and confirmation page was for February 14, Once the reservation was completed, the flight details were also viewable on the website under your "MY TRIPS." I have attached a screen shot of the website recapping the flights, and dates given during the booking path I do empathize with your situation, but as a travel agency, we are required to follow all airline rules and restrictionsAs we are not showing this was a website error, unfortunately, will are unable to refund the penalty fees charged to change the ticket [redacted] I wish that I could offer you a more favorable responseWe appreciate your business, and we look forward to serving you in the future Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

May 18, 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 [redacted] for flight reservationWe understand from Mr [redacted] complaint he is requesting a refund for a flight reservationOn May 18, 2016, we attempted to contact Mr [redacted] to acknowledge receipt of the Revdex.com complaint but were but were unable to reach the customer.Our records indicate on April 30, the customer self-booked a one-way flight reservation using Orbitz.com for two travelersThe flight reservation was operated by [redacted] Airlines, with flights from Baltimore, MD to Chicago, IL departing on May 28, 2016.We are able to confirm that per Revdex.com case ID [redacted] The customer was offered a $ [redacted] to be used towards a future reservationDue to this a $refund has been processed to the customers [redacted] Airlines flight reservation this refund 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 [redacted] 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

February 5, 2017Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted] Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our 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 packageWe understand from the customers complaint he is requesting a full refund of his flights within the packageOur records indicate on January 11, the customer self-booked a package reservation for two travelersThe customer purchased a four night hotel reservation at [redacted] Hotel checking in on May 4, 2017, and checking out on May 8, The customers flights were operated by [redacted] Airlines, departing from Pittsburgh, PA to Dublin on May 4, and returning on May 4, 2017.We can confirm that Mr [redacted] contacted customer service on January 12, in regards to canceling his package reservationThe agent assisted the customer with canceling the entire packageA refund of the customers hotel was processed back to the customers original form of paymentSince the flights were successfully voided within hours of purchase, normally the flights authorization would typically release within 24-hours.Since the customer booked the reservation using a payment plan the flights were billed in full therefore we are unable to authorize the release of the customers fundsThe payment plan is handled through a lending company called AffirmIf the customer has questions about the billing of the reservation we request Ms [redacted] contact the Affirm and use the link below for guidancehttps://www.affirm.com/faqs/ 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

August 19, 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 Ms [redacted] complaint she is requesting a refund due to a site error.Our records indicate on August 2, the customer called Orbitz due to being charged for Frontier flights that she was unaware was purchasedWe can confirm that this matter was resolved when the customer was refunded a total of $1,The time it takes the refund to post to the customer’s account depends on the time it takes 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

October 13, 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 Eugene [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 October 3, the customer booked a hotel reservation for a one night stay at the iSanook Residence checking in on November 16, and checking out on November 17, The customer used Orbucks to pay for the reservation.Our records confirm that the customer canceled the reservation the same day and was refunded OrbucksWe are able to confirm that a new reservation was booked the same dayAfter further reviewing the customers loyalty rewards we are able to confirm that on October 4, the customer was provided Orbucks.When Mr [redacted] canceled his first reservation Orbucks immediately expiredAfter further review we are able to confirm that due to a system error the customers Orbucks expired earlyDue to this as of October 13, Orbitz has added Orbucks to Mr [redacted] account.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: They are saying that the deal is from a "membership" website, which to me means that you have to be an exclusive member to get the dealThis is not the case as anyone can go on [redacted] and get the deal and what the requirements were is that anyone in the public could obtain this deal I think they should not be able to post "best rate guarantee" if they have things in the fine print that their representatives don't tell you about or won't take websites open to the public that anyone could getAs a customer I rely on the rate guarantee to not purchase other rates, and then after going through all of this "claim" work I would have missed out on the deal from the other website and I do not think that is a fair policy Sincerely, [redacted]

January 7, 2017Revdex.comComplaint Department – OrbitzRe: Orbitz Case # [redacted] Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our 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 unhappy about the price increase and is requesting a refund of the differenceOur records indicate that on December 19, the customer self-booked two one-way flight tickets for one passengerThe customers departure flights operated by [redacted] were scheduled to depart from Los Angeles, CA to Orlando, FL on January 6, The customers return flights operated by American Airlines were scheduled to return from Orlando, FL to Los Angeles, CA on January 8, 2017.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providersWe utilize a live inventory system for our flight reservationsThe inventory is updated regularly as purchases are made and prices changeThese updates are directly linked to the vendors availabilityWe regret if the customer felt the prices were not competitiveAirfare is only guaranteed once the purchase has been completed and the tickets have been issued.After reviewing a screen-by-screen record of Mr [redacted] booking we are able to confirm that on December 19, the price that was displayed prior to the confirmation page being shown was $Without any notification the reservation was confirmed at the rate of $Due to the inconvenience Orbitz processed a refund of $on January 7, The amount of time it takes the customer to receive the funds depends on the customers banking institution.We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted] Tier Customer Service