Orbitz

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 hotel reservationWe understand the customer is requesting a refund of his hotel reservation.Our records indicate that on October 15, the customer self-booked a hotel reservation for one travelerThe customer purchased a three night hotel reservation at the Historic [redacted] Hotel, checking in on November 11, 2016, and checking out on November 14, 2016.After review of the customer’s account we are unable to locate any calls into our customer service requesting assistance with changing or canceling the reservationTo advocate on the customers behalf we reached out to hotelUpon speaking to the supervisor on duty we were advised that when a bellman went to Ms [redacted] room he witnessed her smokingDue to this the customer sustained an additional charge and will not be receiving a refund for this reservation.We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted] Tier Customer Service

September 2, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted] Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding a flight reservationWe understand from the customers complaint they requesting a refund of her canceled tickets to be expedited.Our records indicate on June 11, the customer self-booked a flight reservation on Orbitz.comThe flight reservation was operated by [redacted] Airlines with flights departing from New York, NY to Lahore on June 11, 2016, and returning on June 30, 2016.We are able to verify that the customer called Orbitz on June 29, to cancel their return ticketsAt that time we are able to confirm that a refund was not processed by the assisting agentThe customer called Orbitz again on August 28, to reconfirm the reservation and was advised that the refund was not processed by the original agentOrbitz 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 providersPlease note, Korean Air was the merchant of record and the company that charged the customer’s credit cardOn August 28, Orbitz processed a refund for the customers return flightsThe refund was sent to the original form of paymentThe amount of time it takes the customer to receive depends on the customers banking institution.We apologize for any inconvenience this lapse in time may have caused youWe would also like to apologize for the customer service issues you experienced in trying to receive assistance with you flight reservation and its associated chargesWe would like you to know that every reservation is important to us and our main goal is to provide a smooth and pleasant experience to our membersOrbitz would like to advise the customer that two $Orbitz Travel Coupons for use on a future trip were previously added to their permanent Orbitz account associated with the email providedThis coupon is valid towards the future purchase of an E-Special Rate hotel reservation, either as a stand-alone hotel or in a vacation packageThe coupon will appear in the booking path for the next qualified reservation, and it is valid until one year from the date of issuance.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

April 22, 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] Mendoza (Revdex.com case number [redacted] ) regarding hotel reservationsWe understand the customer is requesting a refund in the amount of $1,215.66.Our records indicate that on March 14, 2016, the customer booked three hotel reservations – itinerary [redacted] Hotel accommodations were at the [redacted] Downtown, checking in March 16, 2016, for four nights, for a total amount of $1,215.66.Upon further research, we were able to confirm that on March 21, 2016, the customer contacted Orbitz to request a refund for their booking as the hotel was oversoldOn behalf of the customer, Orbitz contacted the hotel directly at that time and were advised they had no availabilityOn April 7, 2016, Orbitz processed a full refund in the amount of $1,back to the customer’s original form of paymentThe amount of time it takes for the customer to receive a refund depends on the length of time it takes for their bank to process refundsDespite the customer’s recent experience, we encourage her to continue to use Orbitz for her future travel arrangementsWe have credited her online Orbitz account with a $Electronic Travel Coupon valid towards the future purchase of an E-Special Rate hotel reservation, either as a stand-alone hotel or in a vacation packageThe coupon will appear in the booking path for the next qualified reservation, and it is valid until one year from the date of this letter.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [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 meThank you very much I would also like to thank orbitz for their reasonable and positive response Sincerely, [redacted] ***

Dear [redacted] The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you furtherIt is my understanding there were schedule changes made to your flights that affected your travel plansI appreciate the opportunity to review your account and respond to youOn behalf of Orbitz, I sincerely apologize for the disappointing experience.Please know your schedule changes were initiated by Etihad AirwaysOrbitz has no control over the airline's schedule changes, cancellations, or flight delaysHowever, we take every step possible to ensure that our customers are re-protected on the best flights available provided by the airlinesOrbitz is unable to put travelers on alternative airlines, and must go by the rules and restrictions set by the carriersThe flight options we offer are those the airlines have provided to us.When you purchased your ticket, you were charged directly by Etihad Airways for your transportationYou agreed to their terms and conditions, and to their Contract of CarriageAll airlines reserve the right to change their schedules at any time, with or without notice During the booking process, Orbitz presents and customers must agree to the airline fare rules and Ticket Terms and ConditionsI have copied a portion of the terms below: Air transportation, whether it is domestic or international (including domestic portions of international journeys), is subject to the individual terms of the transporting air carriers, which are herein incorporated by reference and made part of the contract of carriageTimes shown in timetables or elsewhere are not guaranteed and form no part of this contractCarrier may without notice substitute alternate carriers or aircraft, and may alter or omit stopping places shown on the ticket in case of necessity Schedules are subject to change without noticeAfter reviewing your reservation history, I show the flight from Abu Dhabi to Mumbai was originally scheduled to arrive Mumbai at 2:AMDue to the schedule change made by Etihad Airways; the flight was changed to arriving at 2:AMThe airlines require that you have four hours to make the connection in Mumbai With the 6:AM flight; you would not have the four hours needed to make the connectionSo you were moved to the next available flight which was at 10: AMI have attached a screen shot for you to review.Unfortunately, all airlines have schedule changes; and you really only have two optionsAs the airlines change their schedules and move their aircraft, you can agree and fly on the new schedule the airline has authorized, or you can request to have the tickets refunded as an unacceptable flight optionShould you choose to have the tickets refunded, you are then on your own to rebook new flights that will be more desirable for you, at the prevailing fareSchedule changes on all carriers are frequent, and as a travel agency, we must abide by the rules set forth by the airlines [redacted] , I do see you are a loyalty member with a current balance of $In the appreciation for your continued business and support, I have placed $loyalty points in your accountOur Loyalty program is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needsThe current balance on this account is now $121.19, and these are available for you to use immediately toward a prepaid qualifying hotel booking[redacted] , 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 future with your travel planning needsSincerely, Jeanna [redacted] Orbitz Customer RelationsChicago, IL

November 17, 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] ) regarding an airline ticket reservationOur records show on September 03, 2017, Ms [redacted] self-booked a flight reservation that was scheduled to depart November 12, returning November 26th, The original price paid for the ticket was $524.37USDAfter the tickets were purchased the airline made a schedule change to the flightWe attempted to contact the customer by phone and were unable to reach herWe also emailed the customer and advised of the schedule change so the customer could contact us by phoneMs [redacted] did not contact us until the date of travelMs [redacted] then paid to exchange her flight however this was not authorized, the exchange was cancelled and Ms [redacted] was returned the amount paid for the exchangeOn November 11th, when Ms [redacted] contacted Orbitz she was advised she would be refunded the amount paid for the exchangeMs [redacted] no longer wanted us to complete an exchange and purchased a new outbound flight on her ownMs [redacted] is now requesting a refund for the amount of a new ticket she claims she purchased in the amount of $plus $for what she claims she paid for an Uber trip to the airportOrbitz’s goal is to provide an exceptional customer experienceWe appreciate the time Ms [redacted] took to provide Orbitz.com with the comments regarding the airline exchange that should have been completed and we have passed your information onto our management team for reviewWe do regret any inconvenience Ms [redacted] encountered in resolving this matterHowever, Orbitz will not refund for what the customer booked on her own after being advised we could assist with the exchangeWe are also unable to cover the amount Ms [redacted] supposedly paid for an Uber ride from her home to the airport the next day as this was not something Orbitz agreed to refundIf Ms [redacted] has any other questions regarding this matter she may contact Orbitz customer support to inquire as her account will be documented with the information providedWe 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

Dear Ms [redacted] The Revdex.com has shared with us your recent correspondence regarding your experience with OrbitzIt is my understanding you wish to make a change to your reservation to FrankfurtI appreciate the opportunity to review your account and respond to youAs I have previously advised you via our email exchange, if you are to make a change to the reservation more than days before the original departure you will be responsible for a $USD Condor Airlines fee per person, plus any difference in the airfare per personIf the change is made within days of departure you will be responsible for a $USD Condor Airlines fee per person, plus any difference in the airfare per personMs [redacted] as Orbitz is an online booking agency, we do have to abide by the rules placed on your ticket by Condor Airlines, the rules that were agreed to at the time the booking was made on the Orbitz websiteUnfortunately, as Condor Airlines has advised those fees would be charged to make a change, Orbitz is not in a position to waive themI understand this may not have been the answer you were looking for; however, we do appreciate your business and hope you will provide us with a future opportunity to serve you with your travel planning needs.Sincerely,Shalon ***Orbitz Customer RelationsChicago, IL

Dear Ms [redacted] , The Revdex.com has shared your recent correspondence with Orbitz regarding the Best Price Guarantee claim you filedI appreciate the opportunity to review your account, and respond to your concernsOn behalf of Orbitz, I sincerely apologize for the disappointing experience, and the frustration this caused youPlease know we have approved your claimThe Orbucks have been removed from the account, and a refund in the amount of $was processed to the Master card ending in This should post to your account within to business daysThe current balance on your Orbucks account is $in Orbucks, and these are available to use toward a prepaid qualify hotel bookingThis amount does include the $bonus OrbucksMs [redacted] , 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, [redacted] Orbitz Customer Relations Chicago, IL

July 20, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted] Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret to hear Mr [redacted] did not accept our response and/or resolution offered.Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding a flight reservationWe understand from Mr [redacted] complaint he is requesting a refund or credit for a flight reservation due to extenuating circumstances.Orbitz offers multiple airlines for customers to choose fromDue to specific contracts with certain airlines such as [redacted] , Orbitz is unauthorized to access the customers ticketsSince tickets are unable to be accessed they are unable to be changed or canceledWe suggest Mr [redacted] contact [redacted] directly to request a refund or credit for a future flight 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 us.Sincerely, [redacted] Tier Customer Service

October 25, 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 the difference in rate that she was charged when picking up her reservation.Our records indicate on August 24, the customer self-booked a car reservation with OrbitzThe customer reserved an Economy 4/5Door Car with Dollar Rent A CarThe car was due to be picked up on October 12, 2016, in Burlington, VT and returned to the same location on October 16, 2016.We are able to confirm that this was resolved on October 20, when Ms [redacted] was refunded $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 us.Sincerely, [redacted] Tier Customer Service

July 16, 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] *he was not able to book a recent flight reservation but sustained charges.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 numberIf the customer is unable to provide this information we request Ms [redacted] submit a copy of the credit card statement documenting the charge sustained for the airline ticketsWe ask she omit any personal information from the document, for security purposesThe requested information will enable us to appropriately address the customers concerns regarding a refundThe customer may submit the information through the complaint submission on the Revdex.com.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]

Complaint: [redacted] I am rejecting this response because:I didn't see it was non refundable when I rebook the same flight from another locationI thought the money would credit my credit card then rebook the new one Sincerely, [redacted] ***

September 19, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz 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 and/or resolution offered.Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding a hotel reservationWe understand the customer is requesting a full refund of his hotel reservation.As previously advised, based on the cancellation and change policy agreed upon by Mr [redacted] at the time of purchase, Cancellations or changes made after cheare subject to a hotel fee equal to 100% of the total amount paid for the reservationDue to this Orbitz is unable to authorize a full refund of the reservation.At Orbitz we try as much as possible to provide not only excellent customer service but we also try to exceed what is expected of usWe apologize about the frustration, however 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 Mr [redacted] with the necessary information related to her flight purchase before our system asked her to complete the reservation online.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted] Tier Customer Service

April 22, "Arial","sans-serif";">Revdex.com Complaint 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 youOrbitz is responding to the consumer complaint from [redacted] Mendoza (Revdex.com case number [redacted] ) regarding hotel reservationsWe understand the customer is requesting a refund in the amount of $1,Our records indicate that on March 14, 2016, the customer booked three hotel reservations – itinerary [redacted] Hotel accommodations were at the [redacted] Downtown, checking in March 16, 2016, for four nights, for a total amount of $1,Upon further research, we were able to confirm that on March 21, 2016, the customer contacted Orbitz to request a refund for their booking as the hotel was oversoldOn behalf of the customer, Orbitz contacted the hotel directly at that time and were advised they had no availability On April 7, 2016, Orbitz processed a full refund in the amount of $1,back to the customer’s original form of paymentThe amount of time it takes for the customer to receive a refund depends on the length of time it takes for their bank to process refunds Despite the customer’s recent experience, we encourage her to continue to use Orbitz for her future travel arrangementsWe have credited her online Orbitz account with a $Electronic Travel Coupon valid towards the future purchase of an E-Special Rate hotel reservation, either as a stand-alone hotel or in a vacation packageThe coupon will appear in the booking path for the next qualified reservation, and it is valid until one year from the date of this letterIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] Tier Customer Service

April 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 [redacted] (Revdex.com case number [redacted] ) regarding a flight reservationWe understand from Ms [redacted] complaint she is unhappy about the website showing her flight was canceled.Our records indicate on March 14, the customer self-booked a round-trip flight reservationsThe customers departure flights were operated by All [redacted] Airways were scheduled to depart from San Francisco, CA to Manila on November 27, The customers return flights were scheduled to return on March 21, 2017.After reviewing Ms [redacted] online reservation we are able to verify that the reservation is displayed as cancelOrbitz researched the customers flight record further and verified that there was no cancelation of the flightsOrbitz 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 All [redacted] Airways 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, both tickets were non-refundable.On April 4, Orbitz reached out to All [redacted] Airways to request a refund of the reservationThe advised that they see Ms [redacted] fully utilized her reservation therefore they will not authorize a full refund of the reservationThe then advised that if Ms [redacted] would like proof that she used the reservation she must call their hour customer service and request a boarding certificate to be mailed to herPlease use the information below to contact All [redacted] Airways.Customer Service Number: [redacted] Ticket Number: [redacted] 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

After reviewing your information, I wa [redacted] unable to locate a re*ervation with the email addre [redacted] u*ed to forward your corre*pondenceIn order for u [redacted] to re*earch the i**ue [redacted] of what occurred; we will need the Orbitz booking number, the ticket number, and the email addre [redacted] for the re*ervation for which you received the refund, and we will be happy to review *incerely, [redacted] Orbitz Cu*tomer Relation [redacted] Chicago, IL

Dear Ms [redacted] , Thank you for your follresponse, and I appreciate the opportunity to respond to your continued concernsPlease know that Orbitz does partner with [redacted] , and we provide technical services I am unable to view or have access to your booking information; however, I am able to see the emails you are referring to On May 21st, it was advised that your credit card had expired, and the refund would have to be issued in the form of a check I do see your response, stating that you will acknowledge receipt of the check once it has been received, but I am not showing any further correspondence on this emailMs [redacted] , you refund request in the amount of $has been granted Your billing address has been verified, and a check will be issued and forwarded to that addressYou will need to allow to business days for a check to be issued and receivedThank you again for the opportunity to respond to your concernsSincerely, [redacted] Orbitz Customer Relations Tell us why here

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 Sincerely, [redacted] S [redacted]

Dear Ms [redacted] Thank you for your follemail Per my previous email, for Orbitz to further review your concerns, I will need copy of your bank statements Once I have this information, I can further review and give you a resolution to your concernsSincerely, Luisa [redacted] Orbitz Customer Relations Chicago, IL

Complaint: [redacted] I am rejecting this response because: orbitz refuses to see a problem with not contacting their customer in instances when airfare is not ticketed ( for only known to them reason ) They don't see a need to send an email to tell a customer to look for another airfare options!!! Not very considered way of selling travel packages!!! I had to book another ticket with a different airline ( that costed me extra $300) and stay for an extra night at the hotel( booked again through orbitz) I would expect at least an apology for their inconsidarad service and compensate me for that extra night I have to stay their because of this poor customer service Sincerely, [redacted]