Orbitz

April 15, Revdex.com Chicago and Norther Illinois Complaint DepartmentRE: Orbitz Case [redacted] Dear Revdex.com, Thank you for contacting Orbitz regarding the rebuttal received from our customerWe are responding to the consumer complaint from Xing [redacted] (Revdex.com case number [redacted] The set of one-way flights purchased for $were purchased from the airlineAeroflot is the merchant of record and placed the charge for the flights on the customer’s credit cardWe are working with them and providing the information needed to facilitate the refund, which most likely will come directly from Aeroflot.We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely,Denise [redacted] Corporate Customer Service

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

April 9, Revdex.com Chicago and Norther Illinois Complaint DepartmentRE: Orbitz Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Orbitz regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding airline seat assignmentsWe understand [redacted] is requesting a refund.Our records show on March 18, Wendy Accola or a person authorized by her, booked a package for four people via the Orbitz website including roundtrip flight with [redacted] Canada from Chicago to Punta Cana on March 25, 2018, returning on March 31, 2018, two Junior Suite with Indoor Jacuzzi - Super Saver - Book NOW! for five nights with the [redacted] Punta Cana All Inclusive checking in on March 25, 2018, and roundtrip private minivan transfer between the airport and hotel for $4071.24.On March 21, we received a call from our customer requesting assistance with selecting seats for the return flightHowever, the [redacted] Canada website advised for the fare purchased seat assignment is not guaranteed, seating preferences are taken by the airline as a request only, and it was not possible to request the seat assignment further than they had already been requested.The airline provides their policy here: http://www.aircanada.com/en/travelinfo/traveller/seatselection/index.htmlWhen booking on our website, in the section for “Seat requests, frequent flyer, redress and more” we advise “Seat selections are requested from the airline but cannot be guaranteed.”If our customer continues to select specific seats a flight map is shown, which is provided by the airline, based on the equipment for which the airline advises they will be operating for the flightOrbitz.com is a third-party website that offers travel items for sale from vendors such as airlinesAccording to the Terms of Use for our website, we do not take liability for errors or omissions made by the vendors in the content they provideWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] Corporate Customer Service

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]

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

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

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

May 25, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Orbitz Case: [redacted] Dear Revdex.com, Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Our records reflect that on January 12, 2017, Mr [redacted] booked a one night stay at the Hotel Seccy from September 19, 2017, through September 20, We understand from Mr [redacted] complaint that he booked this reservation for $with a $voucher, but he later canceled the reservationWhen the booking was canceled Mr [redacted] was refunded minus the $that was covered by the voucherAccording to Mr [redacted] he was informed by Orbitz that we would also refund the $ When Mr [redacted] initially requested a refund of $for the voucher, we advised that the voucher was used towards itinerary [redacted] but, the booking was canceledAs such, the voucher was deemed forfeited and we were unable to reverse it once it has been applied We reviewed the account and have no record of a promised refund of $On January 29, 2017, we emailed Mr [redacted] to inform that we have placed two $vouchers into his account It is never Orbitz’s intent to mislead or to inconvenience our clients, and we are sorry that you feel we have done soIn good faith we have issued a travel voucher valued at $into Mr [redacted] account which is valid through May 24, Again, we thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] Corporate Correspondence Team

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

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]

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

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

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] ***

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]

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

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

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

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

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

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] ***