Orbitz

Initial Business Response / [redacted] (1000, 5, 2014/02/25) */ Dear Mr [redacted] Thank you for contacting Orbitz via the Revdex.comOn behalf of Orbitz, I sincerely regret this disappointing travel experience, and I appreciate the opportunity to respond It is my understanding that upon cheat the hotel, you were advised that Orbitz had confirmed two rooms for your stay, and you are requesting a refund for the second room In reviewing your booking history, I find that you confirmed one guest room for two peopleOur records support that Orbitz charged you for one room only in the amount of $ In speaking with the hotel they do advise of a second room; however, this may have been due to a system glitch Mr [redacted] , our records do not support that you were charged twice for the hotel portion of your package; however, if you are seeing a double charge for the hotel, please provide a hard copy of the charge for further investigation Thank you for allowing us an opportunity to review your inquiryWe 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

March 3, 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 a hotelWe understand [redacted] is requesting a refund.Our records show on November 30, [redacted] or a person authorized on her account purchased a package through the Orbitz.com website including a roundtrip flight with [redacted] Airlines for travel from Los Angeles to Antalya, Turkey on February 3, 2018, returning February 17, 2018, and a night stay for one guest with the Hotel [redacted] checking in on February 4, in a Deluxe Single Room (French Bed), for a total cost of $1636.14.On February 11, our customer contacted us, and stated renovations were causing a paint smellWe reached out to the hotel to advocate on behalf of our customer, and they provided a way to communicate with their guest services via email [redacted] was specifically asking for a refund of the hotel stay being usedOn being advised we would be emailing with the hotel and waiting for a response, she requested to escalateOur supervisor took over and offered to move [redacted] to another similar property to resolve the paint smell issueOur customer refused the offer choosing to stay at current hotel, but wanting a full refund for the entire stay including the days used and upcoming days she was still planning to useWe advised [redacted] that any refund may only be authorized by the hotel, and Orbitz is unable to override the policies of the hotelHowever, as this was her decision we continued with making [redacted] request via email with the hotelA good will Orbitz.com coupon was provided worth up to $off the base rate of our customer’s next prepaid hotel or hotel package, that must be booked in the customer’s account over a limited timeThe hotel replied by email that the renovations were outside and minor, and paint wasn’t near the guest roomsTo accommodate all guests, they provided some of their incidental charges at a discount, offered a free dinner, and delivered a free fruit plateDue to the additional complaints received from [redacted] , they additionally upgraded her room to a sea view and provided some other amenities complimentary.The hotel approved a refund in the amount of $273.93, which was processed by Orbitz.com to the original form of payment on February 18, No further refund or compensation has been authorized by the hotel.Orbitz is a third party booking website that offers travel items for sale from vendorsThe policies for those items come from the vendors who sell and oversee their itemsOrbitz provides our Terms Of Use online, regarding the use of our website, which explains this same information, and is agreed to at the time of bookingAs Orbitz.com provided all the necessary information for our customer to be aware of what would or wouldn’t be possible with their refund request prior to booking, correctly advised our customer when we were contacted, advocated for our customer with the hotel, offered relocation, and provided goodwill, no further refund, compensation or good will shall be provided for this itinerary.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

Complaint: [redacted] I am rejecting this response because: Sincerely, Jillian [redacted]

November 28, 2016Revdex.comComplaint Department – Orbitz 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.Our records confirm that the customer called Orbitz on August 30, due to [redacted] Airways canceling his reservationDue to this a full refund was requestedAfter contacting [redacted] Airways on Mr [redacted] ’s behalf they confirmed that the full refund was processed on September 2, to the customers original form of paymentThe provided the reference number 0507MPCF77ZCQ so the customer can verify with his banking institution that they have properly processed the refund.Since [redacted] Airways was the operating carrier and merchant of record for the customers flights (the entity that received the funds and the companies that charge the credit card) on this itineraryOrbitz has no control over when, or how often, airline initiated schedule changes occurIf the customer is still not showing the funds we suggest he initiate a chargeback with his bank or credit card supplier for the charge by [redacted] Airways.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 us.Sincerely, [redacted] Tier Customer Service

Dear Mr [redacted] The Better Business Bureau has shared your recent correspondence pertaining to nonrefundable tickets We certainly regret to hear of your disappointing experience, and appreciate the opportunity to review your account and respond to your concerns.I understand that you had tickets on United Airlines were requesting a refund due to court appearance On May 14, you contacted Orbitz Customer Service about cancelling your booking and were advised by Orbitz Customer Service your ticket is nonrefundable, and the fees involved to make changes At that time, you did not make any changes to your bookings On May 21, you cancelled your bookingThe tickets reserved were nonrefundable The nonrefundable rules apply, no matter how far in advance the booking is canceled Please understand that this is the airline rule no matter if your ticket was reserved via Orbitz, or with the airline directly The fare rules are given and must be agreed to prior to reserve your reservation, and as a travel agency, we are required to follow these rules as well Orbitz received your dispute in the form of a Pending Chargeback, and we defended it with the bank stating that the customer is responsibleWe have not heard back from the airline, whether the bank accepted or rejected the claim Mr [redacted] you will need to contact the airlines to check on status of your claimMr [redacted] we regret to hear you were not able to travel, but we are unable to offer a refund of your ticket Orbitz is being charged in full by United Airlines due to the dispute Sincerely,Luisa [redacted] Orbitz Customer RelationsChicago, IL

July 18, 2016Revdex.comComplaint Department – OrbitzRe: 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 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 hotel reservationsWe understand the customer is requesting a refund and compensation for his recent hotel reservationsOur records indicate that on May 26, 2016, the customer booked hotel reservations – itinerary [redacted] – using the self-service tool on the Orbitz websiteHotel accommodations were at the [redacted] Inn & Beach Resort, checking in July 1, 2016, for two nights.Upon receipt of the complaint, on July 18, 2016, Orbitz contacted the hotel to advocate on the behalf of Mr [redacted] The hotel’s manager advised that the customer utilized the full reservationAdditionally, during the customer’s stay, the hotel checked in on Mr [redacted] s, who advised that he was satisfiedAs such, the hotel advised they are unable to authorize a refundOrbitz is unable to process a refund without the hotel’s approval.When acting as their own travel agent, it is important that the customer confirm all information by checking the websiteIf they are unsure of details we ask our customers to contact us or the vendor directly in order to insure all requirements are met before completing their reservationIt is our customer’s responsibility to review all rules and regulations prior to booking any travel We regret that our response cannot be more favorable and hope that, despite Mr [redacted] s’ recent experience; he will continue to use Orbitz for your future travel arrangements, thereby allowing us the opportunity to restore his faith in our company We trust our position in this regard has now been clarifiedIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] Tier Customer Service

May 26, 2017Revdex.comComplaint Department – Orbitz.comRe: 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.Per the customers complaint the customer is unhappy with how we addressed the possible cancel of the reservationPer the conversation with the customer Ms [redacted] was advised that the flight was not canceled therefore activeShe was advised that we are able to cancel the flight to allow her to have credit with [redacted] Per the airlines fare rules whether or not the flight is canceled, the customer must book travel prior to the original flight scheduled departure time (June 24, 2017)The travel must be completed before one day from the date of issuance (January 16, 2018).After further research of the fare rules and verification from [redacted] , in order for Ms [redacted] to use her credit she can depart from anywhere in the United States the but Must to fly to anywhere within ItalyBased on the fare rules the customer agreed to at the time of booking, both tickets were non-refundableDue to this we are unable to refund 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

Hello, As I've mentioned, I tried to contact the business by phone and by email When contacted by phone on December 6, I was put on hold for >minutes "for reviewing the case"; after that wait a CSR promised to respond to me via emailThere was no follthoughA couple days later (December 9) I wrote an email using Orbitz message system and which also went unanswered.Regards, [redacted]

August 20, 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 Craig Neal [redacted] (Revdex.com case number [redacted] regarding a flight reservationWe understand from Mr [redacted] ’s complaint he is requesting a refund for half of his reservation due to missing his flight.Our records indicate on June 15, the customer self-booked a flight reservation using Orbitz.com for two travelersThe flight reservation was operated by [redacted] Airlines, with flights from Los Angeles, CA to Atlanta, GA departing on July 9, and returning on July 30, 2016.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providersAs a result, we strongly recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policies The customer booked one roundtrip ticket with [redacted] Air Shuttle 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] contacted us on August 1, 2016, Due to missing his return [redacted] Airlines flightThe customer requested compensation due to missing the flightWe apologize for the inconvenience this may have caused youBased 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 the tickets 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

Dear Ms [redacted] , The Revdex.com has shared your recent correspondence pertaining to your refund request due to your disappointment in the hotel property I appreciate the opportunity to review your account and respond to your concernsAs the booking in question was not directly reserved via Orbitz.com, I did forward your concerns to the appropriate party We have been advised that due to your continued disappointment, they have granted your refund request Ms [redacted] , thank you again for the opportunity to address your concerns, and we apologize for this disappointing experienceSincerely, [redacted] Orbitz Customer Relations Tell us why here

Dear [redacted] , The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you furtherIt is my understanding that you “Courtesy canceled” your reservation, but you have not received your refundI appreciate the opportunity to review your account, and respond to your concernsAfter reviewing your account, I do see the canceled reservation under itinerary [redacted] that was scheduled for travel on March 25, This ticket was canceled and voided on February 20, Please keep in mind that your ticket was canceled within a 24-hour period, so you may only see a pending authorization of the ticket priceYou may want to verify with your bank or credit card as to when they will release the funds and make them available to youIf you show a charge on your credit card from [redacted] Airlines, please forward to me, and we will be happy to review further [redacted] , thank you for allowing me to review this with youYour business is truly value, and we hope to have an opportunity to serve you in the futureSincerely, [redacted] Orbitz Customer Relations Chicago, IL

Initial Business Response / [redacted] (1000, 10, 2015/06/16) */ Dear Ms***, The Revdex.com has shared your recent correspondence pertaining to your disappointment in the type of car received, and that your hotel was under constructionOn behalf of Orbitz, I apologize for your disappointing experience, and appreciate the opportunity to review your account and respond to your concerns Upon reviewing your account, I do show that you reserved a Air + Hotel +Car package booking for yourself under Orbitz locator PBORBXXXXXXXXXXUpon reviewing your reservation, I do show that the booking was confirmed directly via our websiteI do show that you contacted our Service Center on June 7, 2015, and requested to upgrade your car rental to a convertibleWe canceled and refunded the original car reservation, and rebooked your new reservation under PBORBXXXXXXXXXXThe new booking was reserved via Economy at the lowest price we had to offer for this type of vehicle, and it was at an offsite location; however, they do provide a shuttle serviceI have contacted Economy directly, and they have advised that a Chevy Camaro convertible was the type of car that was receivedIf you were initially mistakenly given a Volkswagon instead, this is only something that can be verified by Economy directly Ms***, we certainly regret your disappointment with the hotel property, but the property does not have any alerts that they are still undergoing constructionWe are unable to offer a refund as the stay was completed; however, as previously advised, Orbitz would like to offer you a $USD future travel voucher on your next prepaid Orbitz.com airline, 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 [redacted] @Orbitz.comPlease reference case number XXXXXXX 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 June 16, Ms***, 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 Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/06/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) There were several concerns regarding the rental car and I understand them giving me the wrong type of car is an issue to deal directly with the rental car companyMy biggest concern was it was booked in the wrong name and I was never told you were switching me from an on airport site rental car business to one that was off site and I would need to take a shuttle toI specifically said I wanted to pick the car up at the airportIt was booked under Firova and my last name is [redacted] and has been for yearsIf I did not find that error, I possibly could not have even gotten a carAs far as the hotel and the construction, the hotel says they have informed all their outside booking agencies of the construction and was forth coming when I called them pretending to inquireYou also said there was nothing you could do because the booking had been completed, yet when I called and the booking was still in progress, I was informed by Orbitz employee that under no circumstance could they change anything about my hotel reservation or could they refund me and I was not allowed to cancelI should not be punished because the booking is completed when I was not allowed to make changes when the booking was in progressI have used Orbitz times and have had problems times and I am not sure as to why you think a voucher that I have to use with Orbitz is acceptableI will not use Orbitz again and I am sure you would understand why if you had to walk up and down flights of stairs almost daily and had to relax by a pool to the sound of a jack hammer hours per day Final Business Response / [redacted] (4000, 14, 2015/06/24) */ Dear Ms***, Thank you for your follresponse, and I appreciate the opportunity to respond to your continued concerns Please know that I have reviewed your car rental booking, and the last name of Firova was listed as a traveler in the accountWe apologize that this was the name initially chosen, and the situation was correctedThe lowest priced option was given, and car rentals that offer shuttle service from the airport are still considered airport locations Ms***, we certainly regret your disappointing experience, but we are unable to offer a refund for services that were renderedWe do hope that you decide to utilize the future travel voucher offered as compensation for your experienceWe do appreciate your business, and hope that we have a future opportunity to serve you Sincerely, [redacted] Orbitz Customer Relations Final Consumer Response / [redacted] (4200, 16, 2015/06/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept their resolution because they continue to say , although we made mistakes , your reservation is over Of course it is over I work full time and only have planned ahead vacations I tried to resolve during my vacation and nothing happened I could not cancel , drive home and have a do over employees have to ask for time off and get it approved I was forced to make the best of a bad situation but was never apologized for orbitz' mistakes or misleading information I will also note they only acknowledge and reply to portions of complaints Orbitz has the worst customer service I have ever experienced and do not care if ones vacation was delayed , ruined or anything else as long as they got their money They prove that by continually pointing out they can do nothing once the reservation is over ! Duh - my vacation is over and Orbitz misleading and failure to help me ruined a week off I will never get back !

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 car reservationWe understand from Ms [redacted] complaint she requesting a refund of recently purchased car reservation.Our records indicate on October 6, the customer purchased a hotel and car packageThey self-booked a car reservation with OrbitzThe customer reserved a Jeep Compass or similar with Hertz Car RentalThe car was due to be picked up on November 5, 2016, in Fort Myers Beach, FL and returned to the same location on November 10, 2016.As an effort to advocate on the customers behalf Orbitz contacted Hertz Car RentalThey were able to verify that the reservation was not able to be used therefore Ms [redacted] would not be charged for the reservationAs of November 30, a full refund of the car reservation amounting to $was processed to the original form of paymentThe amount of time it takes the customer to receive the funds depends on the customers banking institution.We thank you for allowing us the opportunity to address the issues, 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

October 22, Revdex.com Orbitz.com - Alaska, Oregon & Western Washington / E.ca - Mid-Western and Central Ohio Complaint Department Re: Orbitz Case #: O- Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from our client, Shawn LeFavour We regret to hear that the customer did not accept our response and resolution offered We have further researched MrLeFavour complaint (Revdex.com case number 12413763) regarding a villa reservation, and after giving the matter our full consideration, we stand by our previous response As this particular vendor requires that they service their reservations independent of Orbitz, we can only provide the information we offered before and the customer must interact with the vendor to resolve any issues: To cancel and receive any refund, the customer will need to make contact as follows, which is the requirement of the property: Hotel ID Alternate Reservation Manager Phone: 1-877-228- [email protected] Gustavo Linares - Reservation Manager Booking ID: Hotel Confirmation ID: HA-X1RF We apologize to the customer for the inconvenience this situation has causedThank you for allowing us to address this matter further As Orbitz has resolved this matter to the best of our ability, we respectfully request the Revdex.com close this case Sincerely, Roseanne Giles Tier – Customer Service Orbitz, Inc

Today May 18th, I searched for flights from Newport News, VA to Flint, MIBecause I was flexible in my dates I looked up their +/- days flexibility logIt showed two great deals opposed to my original datesSadly when I clicked on the options of July 15th through 21st and July 15th through 22nd they did not hold trueThe advertised price was and respectively for those datesHowever when I went to investigate and book it was more like $and $respectivelyI called the customer service number and after playing their gambit opted for the call back option when they were readyminutes later I was called back and placed on hold for an additional minutesI explained my situation and was placed on hold for an extended period of time yet again where I met a sales repAfter finally explaining things to her she placed me on hold several times and refused to confirm the same thing I and multiple friends (backed with screen shots) saw

February 4, 2017Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted] Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from Chelsi Gonzales (Revdex.com case number [redacted] ) regarding a flight reservationWe understand from Ms [redacted] complaint she is requesting a refund for a flight reservation due to the reservation being double bookedOur records indicate on January 25, this complaint was resolved when an agent in Orbitz’s corporate customer service office issued a one-time exception refund of The amount of time it takes the customer to receive the funds depends on the customers banking institution.We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] Corporate Customer Service

Dear [redacted] , Thank you for the follresponseAgain, I do apologize for your continued disservice with OrbitzWe certainly empathize with the inconveniences you encounteredHowever, we feel that Orbitz disclosed all correct pertinent travel information regarding your itinerary at the time of bookingAs Orbitz is a US based company; all the fares on our website are in USD unless otherwise notedThe reservation was canceled and refunded, minus the refund penalty.As the funds for the tickets are with WestJet and not Orbitz; we are unable to honor your request to have the refund penalty refunded [redacted] , thank you again for allowing me to review this with you.Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

October 13, 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 flight reservation refundOur records show on September 30, 2017, Ms [redacted] self-booked a flight reservation online via itinerary number [redacted] Ms [redacted] booked two one way flights and paid a total of $Ms [redacted] also purchased a flight protection offer for $on the Orbitz websiteWe understand from Ms [redacted] complaint, she was informed of flight changes made by the airline almost immediately after the bookingMs [redacted] contacted Orbitz by phone on September 30th, after having submitted the Revdex.com complaint and mentioned she had never encountered a schedule change made by an airlineWe would like to inform Ms [redacted] that schedule changes by airlines are an extremely common practice in the airline industryAdditionally these changes are not controlled by Orbitz or any online booking agency in any wayMs [redacted] had already canceled her trip, and since she canceled within hours of the booking being made, Orbitz provides a full refund of the ticketsSince Ms [redacted] saw a pending authorization on her account she believed this to be a fraudulent chargeUpon researching the customer’s complaint, we can confirm that on Sept 30th, 2017, Ms [redacted] contacted Orbitz by phone and was properly informed regarding her pending authorizationPending authorizations typically fall off the account after a period of three business daysOur records also show Ms [redacted] was refunded the $flight protection optionThis charge was in no way a “change fee” as described by Ms***This information has now been notated on Ms [redacted] Orbitz accountOrbitz’s goal is to provide an exceptional customer experienceWe do regret any inconvenience Ms [redacted] encountered in resolving this matterAs a refund had 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

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 Please let Orbitz know that I have been their loyal customer for a long time, and expect that Orbitz can find a permanent solution to fix this kind of Error and Omissions on their booking system Sincerely, Edward ***

July 18, Revdex.com Complaint Department - Orbitz Re: 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 you Orbitz is responding to the consumer complaint from [redacted] (Revdex.com complaint # [redacted] ) regarding the billing and collection issues Our records show on May 9, 2017, Mr [redacted] self-booked an Orbitz.com flight reservation via booking number [redacted] in the amount of $2,We understand from Mr***’s complaint, he was denied boarding by the airline for his second flight and is now requested a refund for the unused portion of his flight reservation Upon researching the customer’s complaint we can confirm that on July 17, 2017, when Mr [redacted] brought this matter to our attention, Orbitz proceeded to advocate on his behalf by contacting the airlineThe airline advised Orbitz that due to unacceptable travel documents, Mr [redacted] was tagged as a no show, the remaining flight segments were canceled and no refund could be provided Orbitz’s acts only as a third party intermediary for airlines, and once a ticket is used or canceled by the airline, any refunds or credits of a flight ticket has to be handled by that particular airlineOrbitz.com does not own or operate any airlines therefore cannot provide information regarding the type of travel documents, such as visas, at the time of bookingTravel documents are the responsibility of each passenger and any cancelation made to a flight by the airline due to the lack of documents is beyond Orbitz controlBased on the information provided above, Orbitz is unable to honor Mr***’s refund request 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] Corporate Customer Service