Orbitz

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

August 1, 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 a flight reservation due to extenuating circumstances.Our records indicate on June 10, the customer self-booked a round trip flight for two travelersThe flight reservation was operated by Air Canada, with flights departing on July 27, from Toronto, ON to Los Angeles, CA on August 3, 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 Air Canada was the merchant of record and the company that charged the customer’s credit card, we have to abide by their rules and regulationsBased on the fare rules the customer agreed to at the time of booking, the tickets were non-refundable with a change penalty fee of $per passenger would be charged.Our records reflect the customer contacting Orbitz on July 12, to cancel her flight reservation due to medical issuesPer our documents the customer was advised to call Air Canada and provide medical documentation as the customer purchased a non-refundable reservation.On August 1, as an effort to advocate on the customers behalf Orbitz contacted Air CanadaWe were advised that if the customer is requesting a refund for a non-refundable reservation they must submit medical documentation to the link below.https://help-aircanada.com//aircanada-help/createIssue.do?lang=ENU We sincerely regret that we are unable to offer a more satisfactory response or resolution to Ms [redacted] 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 you with the necessary information related to Ms [redacted] 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 us.Sincerely, [redacted] Tier Customer Service

February 3, 2017Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted] Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from Sharon [redacted] We regret to hear Ms [redacted] did not accept our response and/or resolution offered.Orbitz is responding to the consumer complaint from Sharon [redacted] (Revdex.com case number [redacted] regarding a flight reservationWe understand from Ms [redacted] complaint she is requesting compensation due to inconveniences experienced when trying to utilize a recent ticket.As previously advised, Per documentation the tickets were already issued and records sent to the airlinesOur records reflect multiple calls being made into customer service by Ms [redacted] in regards to her flight ticketsWe apologize about the system issued that caused there to be confusion between the airlines and OrbitzWe are able to verify that the customer reservation was able to be successfully exchanged and fully utilized.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and the airlines and is subject to the rules and restrictions of those providersAt the time of booking, Ms [redacted] agreed to the Terms of Use, which expressly provide as follows:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of OrbitzOrbitz is not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there fromOrbitz has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.We 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 usSincerely, [redacted] Tier Customer Service

Initial Business Response / [redacted] (1000, 5, 2015/09/23) */ Dear Mr [redacted] The Revdex.com has shared your recent correspondence pertaining to seat allocations for tickets booked via the websiteI appreciate the opportunity to review your account and respond to your concerns From your complaint, tickets were booked via the website on April 15, for travel on September 5, Initially, seats were allocated for specific flights; however, upon actually initiating the airlines' website; you were not provided the precise seats; you were asked to pay additional costs in order to be accommodatedYou believe that Orbitz should have a better system in place regarding seat allocationYou feel that as a travel agency, Orbitz has the authority to control the seat maps which are provided by the specific airlinesFurthermore; your perception of Orbitz has become discontented due to the service you have received Mr [redacted] I do understand your frustration as you booked seats in advance, only to have the exact opposite occurTravel can be a hectic experience, and Orbitz does try to meet the expectations of our customers with current information made available on the website As an Internet travel agency, we try to provide as much information as possible to our customers, as provided to us by the carriersWhen airline tickets are booked through Orbitz, the request is sent directly to the airline for confirmation of the spaceThe airline usually confirms the space to Orbitz in a matter of secondsOrbitz, like any travel agency, cannot sell tickets for an unconfirmed or wait listed flightAll segments of the trip must be confirmed for a ticket to be generated Please be advised that the airlines do not inhibit seat selection based on where you purchase your ticket and provide the seat assignments to as many customers as possible when the reservations are made through Orbitz.comThe airlines will confirm some flights above the actual aircraft capacity and therefore, on these flights, seats will remain available for the reservation but seat assignments may not be availableIn such situations, the airlines provide the seat assignment at the gate prior to the departure of the flight According to my research, after the booked was made, the airline, [redacted] initiated several schedule changes on May 30, With the changes, the seat allocations may have changedRegrettably, I am unable to research in detail, regarding the seat allocations after the schedule changes We understand your dissatisfaction; however, carriers reserve the right to change their flight schedules at any time, with or without noticeDuring the booking process, Orbitz presents and customers must agree to the airline fare rules and Ticket Terms and ConditionsThis policy is consistent throughout the airline industry, and the same rules would apply if you had booked the ticket directly from the airline or another travel agency On the Orbitz website, in the customer support section, we provide guidance for customers who require special seating assistanceWe recommend that you contact the airline for seating assistance as Orbitz is not able to override any controls which the airline may have in place regarding its seating allocations Although I understand your frustration and dissatisfaction; we are confident that all pertinent information about the terms and conditions' policy was presented to you during the booking process Regrettably, Orbitz is not in a position to compensate for any expenses due to the situation presented Mr [redacted] I understand this may not have been the answer you were looking for; however, we hope this explanation clarifies the reason Orbitz will not refund the amount desired of $ Sincerely, [redacted] Orbitz Customer Relations

November 3, 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 Sandra Deveney (Revdex.com case number [redacted] ) regarding a car reservationWe understand from Ms [redacted] complaint she requesting a refund of the insurance purchased for a recently unused car reservation.Our records indicate on June 23, the customer self-booked a car reservation with OrbitzThe customer reserved a Special RentalThe car is due to be picked up on October 26, 2016, in Syracuse, NY and returned to the same location on October 29, The customer also purchased “Car collision damage protection”.On October 26, the customer emailed our customer service requesting a refund of her insurance due to being denied a car as she has no major credit cardPer the car reservations terms and conditions that were presented to the customer at the time of booking, “Renter is required to present a major credit card or debit card in their own name at the time of rental.”As an effort to advocate on the customers behalf we contacted [redacted] Rent A Car on November 3, [redacted] advised us that on October 26, Ms [redacted] was unable to utilize the car reservationDue to this we are able to refund the unutilized “Car collision damage protection”As of November 3, a refund of $was processes 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 us.Sincerely, [redacted] Tier Customer Service

Complaint: [redacted] I am rejecting this response because: I have worked in the travel industry and understand how the fares work In addition, no other airline was even close in offering that fare, only on Orbitz was that fare offered and it was $cheaper than any one else, with the exact same date, time and airline I have print out of your fares for $and was even quoted that fare by a representative This fare was also offered for at least days This is clearly bait and switchI have had several other people voice their concerns with Orbitz as well This must be corrected because I don't want others to go through the disappointment, frustration, anger and time wasted which eventually turns into NEVER booking on Orbtiz again Sincerely, [redacted] ***

August 27, 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 she is requesting a refund of her flights.Our records indicate on July 29, the customer self-booked a flight reservation using Orbitz.com for one travelerThe flight reservation was operated by [redacted] Airlines, with flights from Phoenix, AZ to Denver, CO departing on August 23, 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 policiesThe customer booked one roundtrip ticket with [redacted] Airlines who was 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.We can confirm Mr [redacted] first contacted us August 12, due to poor connection the customer called Orbitz back on August 13, The customer requested the Orbitz agent to change her [redacted] Airlines ticketsBased on the fare rules agreed to at the time of booking, [redacted] Airlines flights stated to take any action on the reservation, the customer had to contact them directlyAs [redacted] Airlines tickets are non-cancellable and non-changeable we do not have access to the customers ticketsDue to this we advised the customer to contact [redacted] Airlines directly to make alterations to the ticketsAs the tickets Ms [redacted] y purchased are non-refundable, we are unable to provide a refund of the reservation.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 12, 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 package reservationWe understand from the customers complaint he is requesting a refund due to canceling the package due to a medical issue.Our records indicate on August 17, the customer self-booked a package reservation for two travelersThe customer purchased a seven night hotel reservation at Dreams Los Cabos Suites Golf Resort & Spa All Inclusive, checking in on October 11, 2016, and checking out on October 18, The customers roundtrip flights were operated by Spirit Airlines, departing from Las Vegas, NV to San Jose del Cabo on October 11, and returning on October 18, The customer purchased a roundtrip shuttle for hotels in Corridor and protected the trip with the “Package Protection Plan”.On October 9, the customer called Orbitz to cancel the package due to a medical issueAs the customers hotel was fully refundable at the time of cancelation the customer was refunded in full for the hotel portion of the reservationBased on the flights fare rules agreed to upon booking the tickets were non-refundable with a change penalty fee of $per passenger would be chargedIn the case of cancelation, the credit associated with each ticket is valid if rebooked and travel commences year from original purchase dateDue to this the customer didn't receive a full refund of his flight reservationBased on the cancelation policy associated with the customers roundtrip shuttleThe reservation is non-refundable and cannot be changed or cancelled after bookingDue to this we are unable to authorize a full refund for the shuttle portion of the reservationOrbitz offers the “Package Protection Plan” so our customers can have the ability to be reimbursed for the cost of flight interrupted for covered reasons such as illness of a family memberPlease review the summary of coverages below:Pre-Departure Trip Cancellation:We will pay a Pre-Departure Trip Cancellation Benefit, up to the amount in the Schedule for non-refundable cancellation charges imposed by Policyholder, if you are prevented from taking your Covered Vacation due to your, an Immediate Family Member’s, Traveling Companion’s, or Business Partner’s Sickness, Injury or death or Other Covered Events as defined, that occur(s) before departure on your Covered VacationThe Sickness or Injury must: a) commence while your coverage is in effect under the plan; b) require the examination and treatment by a Physician at the time the Covered Vacation is canceled; and c) in the written opinion of the treating Physician, be so disabling as to prevent you from taking your Covered Vacation.If the customer is seeking further compensation we suggest she await a response from the insurance companyAon Affinity Berkley Travel is our administrator for assistance and can be reached by calling [redacted] or email: [redacted] Their office hours are 8:AM - 10:PM ET, Monday - Friday; 9:AM - 5:PM ET, Saturday.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 Ms [redacted] , The Revdex.com has shared with us your correspondence regarding your recent experience with OrbitzIt is my understanding you were upset with the quality of the [redacted] Casa de Las [redacted] Hotel - Adults Only - Historical Downtown and you are requesting a refund for the reservationI appreciate the opportunity to review your account and respond to youOn behalf of Orbitz, I would like to apologize for any frustration this has caused youPlease know Hotel properties or their representative companies provide their own content information on the Orbitz website, which includes the star rating, location, amenities, and property description Orbitz relies solely on each hotel to provide us with accurate descriptions of their propertiesAlso, in response to consumer requests, Orbitz now includes customer feedback and ratings relating to their experience at hotel properties shown on our website This information is included in the “Reviews from our users” section shown during the hotel selection process This valuable information may be used in helping you to determine your choice of hotelThese ratings are unbiased and are in no way meant to indicate an endorsement by Orbitz or the hotel property We also encourage you to leave such a review for this property Go to the My Trips section of the website, where you’ll find a link asking about your recent experience We truly value our customers’ feedback and hope you will participateWhen we do learn of situations like this, Orbitz takes immediate action to prevent any unfavorable experiences for our customers In this case, I have notified the appropriate parties and they are currently in the process of reviewing this complaint Our hope is that this valued criticism will allow them the opportunity to make improvements where necessary and therefore, modify how their property is presented to the public We thank you for bringing this to our attention Ms [redacted] , we do regret your disappointing experience; however, we have contacted the property on several occasions and a refund has not been grantedOrbitz has been charged in full for your bookings, and we are unable to offer a refund Nevertheless, we do value you as a customer; therefore, as a gesture of sincerity for your disappointing experience we have added $in Orbucks to your accountThey are valid until April 10, and are available to be used on your next qualifying prepaid hotel booking We appreciate your business and hope you will continue to use Orbitz in the future for your travel needsSincerely, [redacted] Orbitz Customer Relations Chicago, IL

Dear MsHope, The Revdex.com has shared your recent correspondence pertaining to the fare rules associated with your nonrefundable ticketsI appreciate the opportunity to review your account and respond to your concerns.With a goal of being fair with all customers, airlines have developed uniform guidelines in applying their tariffs and fare restrictions, and there are generally no exceptions granted to these guidelines regardless of the price of the airline ticket During your booking process airline fare rules are given and must be agreed to prior to confirming your booking As a travel agency, Orbitz is required to apply the applicable airline fare rules when performing a ticket exchange As a distributor of tickets for the airline, we do not have authorization to waive change fees or issue refunds for non-refundable tickets I apologize for any inconvenience this may have causedWe wish our reply could be more favorable Please be assured that Orbitz values your business, and we look forward to serving you again in the future with your travel planning needs.Sincerely,Luisa [redacted] Orbitz Customer RelationsChicago, IL

June 14, 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 [redacted] ) regarding a hotel reservationWe understand from Ms [redacted] ’s complaint she is requesting a refund of the hotel reservationAs 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 us.Sincerely, [redacted] Tier Customer Service

May 12, 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 Amanda [redacted] (Revdex.com case number [redacted] ) regarding a hotel reservationWe understand Ms [redacted] is requesting a refund of one night of her hotel reservationOn May 12, 2016, we attempted to contact customer to acknowledge receipt of the Revdex.com complaint but were unable to reach the customer.Upon further research, we are unable to locate an Orbitz.com account related to Ms [redacted] complaintWe respectfully request that Ms [redacted] provide us with an email address used to book the reservation and the itinerary numberThe requested information will enable us to appropriately address her concernsIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted] Tier Customer Service