Orbitz

August 4, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted] Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our 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 Ms [redacted] complaint she is requesting a full refund of her package reservation Our records indicate on July 4, the customer self-booked a purchased a package reservation for two travelersThe customer purchased a six night hotel reservation at [redacted] Cancun All Inclusive, checking in on July 14, 2016, and checking out on July 19, The customers flights were operated by [redacted] , departing from Newark, NJ to Cancun on July 14, and returning on July 19, 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 providersBased on the hotel cancelation policy Ms [redacted] agreed upon when booking the reservation, “The room type and rate selected are non-refundableShould you change or cancel this reservation for any reason, your payment will not be refunded.”We can confirm that Ms [redacted] contacted customer service on July 5, in regards to canceling her package reservationThe agent that assisted the customer voided the customers flightsSince the flights were successfully voided within hours of purchase, the authorization of $should have been released back to the customers cardThese authorizations typically release within 24-hoursDue to the customers hotel reservation being non-refundable Orbitz made multiple attempts to contact the hotel via phone and via email to receive authorization to cancel and refund the customers hotel reservation.On July 8, an agent in our customer service was able to reach a reservations agent at the hotelAfter reviewing the customers non-refundable reservation the hotel authorized a refund of the reservation minus the first two nightsAs of July 8, a refund of $was processed to the customers original form of paymentThe amount of time it takes the customer to receive depends on the customers banking institution.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

Complaint: [redacted] I am rejecting this response because: I just got off the phone with [redacted] Airlines after being on the phone with them for over an hour (including all of the times I was asked to hold) and was referred back to OrbitzI tried using the directions provided in the last response from Orbitz, however the record locator and itinerary number provided by Orbitz when the reservation was cancelled is not recognized by the website Yet again the buck has been passedOrbitz - you are the worst travel company I have ever had to deal withI will NEVER use your site again as you have made no effort to assist the customerYou continue to rip people off, pass the buck and give informationI should have booked elsewhere to begin with Sincerely, [redacted] ***

November 30, 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 unhappy about a current flight reservation.Our records indicate on November 6, the customer self-booked a round trip flight reservation using Orbitz.com for three travelersThe flight reservation was operated by [redacted] Airlines, with flights departing on December 9, from New York, NY to Chicago, IL and returning to December 11, 2016.After reviewing a screen-by-screen record of Ms [redacted] booking made on November 6, we have confirmed that there was site error changing the time of the customers flightsPrior to inputting the credit card details on the review your trip page Ms [redacted] flights were displayedFurthermore we are able to verify that a confirmation email was sent to the email address on file at 8:am on November 6, This email was not reviewed until November 18, at 4:40pm.We sincerely regret that we are unable to offer a more satisfactory response or resolution to the customers concernAt Orbitz we try as much as possible to provide not only excellent customer service but we also try to exceed what is expected of usHowever we know that there are some instances when policies associated with the purchases made on our website cannot allow for a resolution that is more favorable to our customersWe are not trying to discharge ourselves from any responsibility; we only want to convey that we were able to provide Ms [redacted] with the necessary information related to her flight purchase before our system asked her to complete the reservation online.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

I was on the phone for over an hour switched back an forth from agent to supervisor as an attempt to resolve ticketing issues Very frustating, time consuming I dont know who, how or why the ticket times or traveler names were changed They are NOT willing to make any changes to resolve the situation Can someone help with this situation? It should not be this difficult to make any travel arrangements!

May 11, 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 carWe understand [redacted] is requesting a refundOur records show on April 22, [redacted] , or a person authorized for their account, reserved a prepaid midsize SUV with Right Cars for five days with pick up on April 23, for $107.13.We received a call from our customer on the day of pick up advising that the rental car company was not willing to accept the insurance information or documents provided as proof of coverage and was requiring the purchase of their own coverageOur customer advised the car was not taken and a refund was requestedWe were able to verify with Right Cars that the reservation was not used, and a full refund was provided on April 24, 2018.It’s not unusual for car rental vendors to require proof of insurance for coverages that are required by localities to drive a vehicle; and, in some cases car rental companies may require collision coverage as wellHaving proper insurance coverage and correct documents is always the responsibility of the driver and can vary slightly from one car vendor to anotherIn all cases we recommend contacting the rental car company to verify coverages and documents that are requiredWe understand from our notes this rental car experience may not have met the standard of service our customer has come to expect from OrbitzWe have provided a coupon as a gesture of goodwill, which is good for up to $of the base rate of a prepaid hotel or hotel package purchased in the account within the next months 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

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 Desislava Balasa (Revdex.com case number [redacted] regarding a flight reservationWe understand from the customers complaint they are requesting a full refund of their flight ticket.Our records indicate on May 9, the customer self-booked a round trip flight for one travelerThe flight reservation was operated by [redacted] Airlines, with flight departed on July 28, from Sofia connecting in Istanbul and arriving in Washington, DC and returning on October 15, 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 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 EUR per passenger would be charged.We have confirmed that on July 18, the customer contacted Orbitz to received assistance changing their fightsPer the documentation the customer was advised of the fare rules and declined to change the ticket.As an effort to advocate on the customers behalf we reached out to [redacted] Airlines on August 2, We were advised that the passenger fully utilized the outbound portion of the ticketThey also advised that there is no policy in place for flights departing in October therefore at this time they are unable to authorize a full refund of the customers return flights.We sincerely regret that we are unable to offer a more satisfactory response or resolution to the customers concernAt Orbitz we try as much as possible to provide not only excellent customer service but we also try to exceed what is expected of usHowever we know that there are some instances when policies associated with the purchases made on our website cannot allow for a resolution that is more favorable to our customersWe are not trying to discharge ourselves from any responsibility; we only want to convey that we were able to provide the customer with the necessary information related to the flight purchase before our system asked the customer to complete the reservation online.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

Dear [redacted] , The Revdex.com has shared your recent correspondence pertaining to your refund request for the charges incurred for WiFi services at the Grand [redacted] Principe La [redacted] - All Inclusive as the service was inadequateOn behalf of Orbitz, I apologize for your disappointing experience, and appreciate the opportunity to review your account and respond to your concerns We certainly regret to hear of your disappointment in the WiFi services provided during your stay This is an amenity provided and charged by the property directly, and is not in the control of Orbitz [redacted] , we would not be able to grant your refund request of the charges incurred for the WiFi as this was charged by the property directly Nevertheless, as a gesture of our sincerity, Orbitz would like to offer you a $USD future travel [redacted] on your next prepaid Orbitz.com airline, hotel or vacation package booking Our [redacted] is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needs Here are the instructions for the future travel [redacted] : When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [redacted] @customercare.Orbitz.com Please reference case number [redacted] and my letter offering the $ [redacted] in your request Orbitz will then issue a credit to the card used for the new booking This offer is valid until June 28, [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 Tell us why here

Complaint: Dear Jeanna, I forgot to mention in my previous answer that last time when I talked to Orbitz I was told that AirFrance is willing to lower the fee for changing the date of flight to $Still I think I should not pay a penny more due to the fact that I had been askes to pay for changing the ticket when my mother had her last daysAlso when I called Air France, I was told that they can not make any changes to the ticket, since it was purchased on Orbitz's websitePlease advice I am rejecting this response because: Sincerely, Sharon [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10927598, and find that this resolution is satisfactory to me Sincerely, Karmandeep [redacted]

January 7, 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 Ms [redacted] did not accept our response and/or resolution offered.We regret that the customer was inconvenienced by recent charges when attempting to book their flightsTypically, our system authorizes a small amount to ensure that the credit card is validWe understand that in this particular case the customer’s credit card was authorized for the full amount of the reservationOnce we receive that authorization, we forward the information to the airline so that they may charge the customer directly for the flights.Our records reflect Ms [redacted] contacting Orbitz on December 19, regarding the charges on her credit cardDue to the inconveniences the assisting agent provided Ms [redacted] with a $voucher that may be used on future reservationsAt this time no further compensation is able to be provided for this matter.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted] Tier Customer Service

Dear Mr [redacted] , Thank you for the quick response, and I am happy to address your continued concernsWe have found February 19, was to be the original travel date selected, and we are unable to explain the reservation discrepancy you describedAccording to my research, the booking was made privately, meaning there was no assistance from a telesales representative to book the ticket over the phoneIt is the responsibility of the Orbitz member or the person using the account on the member’s behalf to confirm all travel specifications before completing the booking processThroughout the booking process, the website recaps the selections made by the customer Within minutes of the booking, Orbitz also generates an ‘Orbitz Travel Document’ email confirming the flight dates, flight numbers, and timesOur customers may review their booking at any time in their online 'My Trips' profileMr [redacted] , thank you again for giving me the opportunity to address your concernsSincerely, [redacted] Orbitz Customer Relations Chicago, IL

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 [redacted] (Revdex.com case number [redacted] ) regarding a flight reservationWe understand from the customers complaint they are unhappy about a submitted best price guarantee claim.Our records indicate on October 27, the customer self-booked a one-way flight for one passenger on Orbitz.comThe customers flights were operated by American Airlines, departing from Chicago, IL to Santa Fe, NM on November 13, 2016.On October 28, the customer submitted a Best Price Guarantee claim for the flight reservationThe same day the customers claim was deniedAfter further reviewing the customers Best Price Guarantee submission and the Best Price Guarantee terms and conditionsWe have to deny the customers claims due to the customers screenshot not showing the same flight numbers nor showing the total price of the reservation including the full taxes and feesPlease review the Best Price Guarantee terms and conditions and link below:https://www.orbitz.com/p/info-other/guaranteesWe 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

May 16, 2016Revdex.comComplaint Department – Orbitz.com Re: Orbitz Case #: O- [redacted] Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding car rental reservationsWe understand the customer is requesting a refund for $Our records indicate that on April 16, 2016, the customer booked car rental reservations – itinerary [redacted] – using the self-service tool on the Orbitz websiteThe car rental was with [redacted] Car Rental for pick up on April 19, 2016, and drop off on April 26, The Orbitz car collision damage protection was booked in conjunction with the car rental reservations.Upon further research, we were able to confirm that Mr [redacted] did not utilize his car rental reservationsAs such, on May 16, 2016, Orbitz processed a refund in the amount of $for the car rental insurance back to the customer’s original form of paymentThe amount of time it takes to receive refund depends how quickly Mr [redacted] credit card company takes to process refundsWe hope that with the information provided, we have addressed all of the customer’s concerns and look forward to assisting them further with their future travel needs.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted] Tier Customer Service

July 5, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Orbitz Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Orbitz, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Orbitz, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Orbitz, Incis responding to the consumer complaint from [redacted] ***, (Revdex.com case number [redacted] ) regarding a airline change fee charge Our records reflect on May 11, Ms [redacted] Accessed Orbitz.com and self-booked a round trip flight for [redacted] departing from Sacramento, CA on May 14, for Pittsburg, PA Mr [redacted] later asked that the return date for the flight be changed and was advised of the airlines change fees He provided an alternate form of payment for the change fees and regrettably, Ms [redacted] is reporting that the original form of payment was charged for the change fees, in error Orbitz acts only as a third party booking intermediary and is not the merchant of record for flights In this case, [redacted] Airlines was the merchant and the party that charged the customers for both the original flights and the change fees Because Orbitz does not place the charges, we are unable to look at what card(s) were actually charged The customer was asked to provide copies of the charges so that we could verify and attempt to have [redacted] Airlines make the billing adjustments needed However, Ms [redacted] would not provide copies of the charges, limiting what Orbitz was able to do Our case notes do show that on May 19, that [redacted] Airlines had agreed to reverse the charge to Ms [redacted] ***’s original form of payment and charge the secondary card As previously stated, since Orbitz does not process the charges, we do not have a way to physically verify whether [redacted] Airlines made the changes in the billing as requested If they did not reverse the charge to Ms [redacted] ***’s card, but did charge the secondary card also, then we would again ask the customer to provide us with copies of the respective credit card statements showing this and Orbitz will be happy to contact [redacted] Airlines and attempt to assist in finding a resolution Also, the customer is welcome to contact [redacted] Airlines directly and request they investigate the matter If the customers would like assistance from Orbitz, we will need to have the credit card statements before we can do anything further 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] ***omer Service

Initial Business Response / [redacted] (1000, 5, 2015/06/30) */ Dear Mr***, The Revdex.com has shared your recent correspondence pertaining to price fluctuations and the Best Price Guarantee programI appreciate the opportunity to review your account and respond to your concerns From your complaint, you recently reserved two hotel rooms via the website for Econo Lodge Silver CityAfter the reservations were made, you found the rate lower on the hotel's website; you believe that the Best Price Guarantee policy should be, in effectThis, however, was not the caseFurthermore; your perception of Orbitz has become discontented due to the service you have received Mr***, I do understand your concern; travel can be a hectic experience, and Orbitz does try to meet the expectations of our customers with reliable information along with retailers Orbitz certainly understands the disappointment that occurs when a customer sees a rate decrease for a reservation they have already bookedUnfortunately, as the booking agency, we have no control over hotel's rates and availability Over several years, Orbitz was pleased to provide thousands of customers with refunds under our Price Assurance program for both hotels and for airline ticketsWe very much appreciate that Price Assurance rewards have endeared to us many customers over this time Orbitz has combined the remaining programs; Price Assurance, Low Fare Promise and Low Price GuaranteeThe effective date was October 17, The re-branded program is known as Best Price GuaranteeUnder the terms and conditions of the program, the price difference must include a screen shot and or reference to valid the price difference If the claim is approved, you would receive the difference in Orbucks, not a refund We do regret you consider this particular point of Best Price Guarantee to be "fine print" but we do feel we make it very clear in our marketing and advertising of the stipulation regarding the monetary reward Currently, you are not an Orbitz Rewards member; if you join the program, I will honor the claim amount of $44.59, as you have stated in your complaintAdditionally, as a new member, I will offer the bonus amount of $ Therefore, the total amount of Orbucks would be $ We take our customers' comments very seriously, and I thank you for your honest feedback albeit the result was not what you were expecting Mr***, 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] (3000, 7, 2015/07/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) The $was per room per nightFor two nightsAs a customer this is a cheap way to pretend to honor your guarantee(with orbucks) You were not even willing to refund the first night even though the hotel was willing to refund it to orbitzThe point of the complaint is that your "small print" is hidden from your customers as we actually make the bookingYou can find it, but you have to search it outAs a customer this shows a giant lack of integrity as a companyIf you're not willing to honor the refund I understand, but this complaint will remain with your companyHowever if you would like to call the hotel directly to confirm their rate you mayYou may speak with [redacted] or the manager [redacted] in reference to the offer they have made for me, [redacted] ***, and my company, Four Rivers(They will honor $plus tax while you were charging $1XX-XXX I believe.) The direct line to the hotel is XXX-XXX-XXXXMake your guarantees a little clearer please to avoid unhappy customers and a poor reputationYour pretense at integrity is poorly understoodIntegrity is doing the same in the darkness where it is hidden as you would do in the light where it is knownSincerely, [redacted] Final Business Response / [redacted] (4000, 9, 2015/07/07) */ Dear Mr***, Thank you for your recent response regarding your experience with OrbitzI am sorry for your continued frustration in this regard As I understand, the issue was not the Best Price Guarantee as much as the refund According to the documentation, Orbitz did process the refund on June 29, per the authorization of the front desk person, [redacted] , which you have referenced in the correspondence Please allow to days for the credit to appear on the statement My previous offer regarding the Orbucks is still valid; Orbitz does not price match, and the Orbitz Rewards program does not offer any type of credit to the credit card as a refund for the Best Price Gurarantee Mr***, thank you for the opportunity to revisit your situationWe do value your business and hope to have a future opportunity to serve you with your travel planning needs Sincerely, [redacted] Orbitz Customer Relations

Complaint: [redacted] I am rejecting this response because: While I have no further monetary claim against Orbitz—as the response correctly notes, I was ultimately able to cancel my flight upon making a third call, after submitting the complaint—it does not seem to me that the company has understood the nature of the original complaintI complained not because I encountered hold times, but because after those hold times I encountered three call center representatives who either could not communicate with me, offered me irrelevant options, or offered to return my call and did notIf I had not been on vacation, it would have been impossible for me to devote the time to navigate this maze; even as it was, I was very late for an appointment as a result Sincerely, [redacted] ***

Complaint Department Re: 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 As previously advised, on July 4, 2017, the customer contacted Orbitz advising that the hotel did not have any rooms availableOrbitz refunded the customer for $ and offered to rebook the customer to a different hotel; however the customer declined to be rebooked Furthermore, when finalizing the reservation on Orbitz, the customer agreed to Orbitz’s Terms of UseThe Orbitz Terms of Use explicitly state as follows: 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 therefromOrbitz 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 Orbitz is not liable for any costs incurred due to hotel relocationOrbitz is unable able to honor the compensation/credit request Orbitz request that the Revdex.com advises the customer, we consider this issue as closed and will no longer address this issue any furtherWe thank you for allowing us to address this matter further Sincerely, [redacted] Corporate Customer Service

Dear Mr [redacted] , The Revdex.com has shared with us your correspondence regarding your recent experience with OrbitzIt is my understanding you are upset with the service you received when you booked a reservation to Las Vegas using a credit from a cancelled flightI appreciate the opportunity to review your account and respond to your concerns On behalf of Orbitz, I would like to apologize for any frustration this may have caused you At Orbitz, we do understand the importance of our agents accurately and efficiently handling our customer’s requests Please know that I have reviewed the call on January 18, to verify that our agent properly addressed your concernsUpon listening to the call recording we have determined while the agent did advise you that you would need to rebook using the credit that day she did not state that if not done she would not allow you to have the creditFurthermore, the agent advised that she would wait while you discussed the information with your wife, to which you advised to hold for a couple of minutes while you did soYou then came back on the line and advised that you would be traveling from New York to Las VegasOur agent then recapped the flights you had previously discussed, including dates, times, and flight numbers, and advised of the additional amount of $you would be charged for the $ [redacted] Airlines fee per personYou agreed to the flights and the additional cost so our agent completed the booking Please know we certainly regret your disappointment, but we do show that our agent properly handled your call; therefore, Orbitz would not be in a position to process a refund for the $airline penalty per person you were charged when the booking was made Mr [redacted] , I also understand you state you contacted [redacted] Airlines and were advised that the reservation had to be canceled due to a ticketing error made by OrbitzPlease know I have contacted [redacted] Airlines regarding the cancellation and they did advise the reservation was canceled at your request and not due to a ticketing errorFurthermore, they stated that you were offered a refund of $per person due to the reservation being cancelled within hours; however, you choose to have the amount put in a travel bank instead, which you used on January 20, when you booked a new flight with [redacted] Airlines We appreciate your business and hope you will continue to use Orbitz in the future for your travel needs Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

June 23, Revdex.com Chicago, Illinois Complaint Department Re: Orbitz.com Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Orbitz.com regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Orbitz.com is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Orbitz.com is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation We understand Ms [redacted] is requesting that Orbitz.com honor the original price On June 20, 2017, we received receipt of the Revdex.com complaint Our records reflect on June 20, 2017, the customer self-booked a flight reservation for [redacted] Travel was on [redacted] Airlines operated by [redacted] Airlines, departing August 31, 2017, from New York to Venice, Italy; and returning on September 5, 2017, from Venice, Italy to New York, via itinerary number [redacted] The customer is stating that the flight was confirmed; however the customer received an email from Orbitz.com advising that the flight was notThe customer is stating that Orbitz.com will not honor the original cost for the flight Upon further researching this matter, we can confirm on June 20, 2017, the airline sent a notification advising that the airline could not confirm the reservationAn automated email was sent to the customerOn that same day the customer contacted Orbitz.com regarding the flight cancellation Orbitz.com advised the customer that the airline did not acknowledge the flight or the fare and that the price for the flight was higherThe customer declined to pay the additional cost and requested that Orbitz.com to honor the original costOrbitz.com advised the customer that we could not and offered to refund the booking fee of $since the reservation was not charged Orbitz.com works from a live inventory and prices and/or availability can fluctuate The flight reservation is not confirmed, until it is ticketed Orbitz.com 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 (the entity that received the funds and the company that charged the credit card) on this itineraryWe must adhere to the airline’s policies Furthermore, at the time of the booking, the customer agreed to Orbitz.com Terms of UseOur Terms of Use explicitly provides: SUPPLIER RULES AND RESTRICTIONS Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you selectPlease read these additional terms and conditions carefullyIn particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s websiteYou agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or servicesAirfare is only guaranteed once the purchase has been completed and the tickets have been issuedAirlines and other travel suppliers may change their prices without noticeWe reserve the right to cancel your booking if full payment is not received in a timely fashion You understand that any violation of any such supplier's rules and restrictions may result in cancellation of your reservation(s), in your being denied access to the applicable travel product or services, in your forfeiting any monies paid for such reservation(s), and/or in our debiting your account for any costs we incur as a result of such violation Based on the above, Orbitz.com is unable to honor the original cost for the flightThe customer can book the reservation at the current price We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, [redacted] Corporate Customer Service

December 11, Revdex.com Orbitz.com Complaint Department Re: Orbitz Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from our client, [redacted] We regret to hear that the customer did not accept our response as offered We have further researched Mr [redacted] complaint (Revdex.com case number [redacted] regarding his attempt to fly without proper documentation and as previously stated, the customer agreed to Orbitz terms of use by booking on our site, which states the customer retains sole responsibility for ensuring they confirm and secure necessary travel documents and that Orbitz does not provide this informationOrbitz stands by our previous decision and will not agree to provide compensation for the customer’s request Again, we thank you for allowing us the opportunity to re-address the issues that were brought to our attentionAs this matter has been resolved, we respectfully request the Revdex.com close this case If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] Tier – Customer Service Orbitz, Inc