Orbitz

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]

Complaint: [redacted] I am rejecting this response because:I would like Ms [redacted] to explain to me how a customer can find rates for an itinerary at $online, on the Orbitz website, but the customer service agent, SIMULTANEOUSLY can only find a ticket for $1200?!?! And of course, I am not able to use the credit myself by booking online, I have to book through an agentHow convenient hat the rate jumps by 100% when you speak to a person va booking onlineAlso, one of your agents, if you listen to the recorded phone call you keep for 'quality assurance purposes', told me I needed to call [redacted] Canada to potentially get a better rate! If I had access to the credit online, I would have used it to book online, on my own, and not had to deal with your customer service at allThe fact that I'm getting fleeced for $because I have to book through one of your agents is criminalMy husband and I book multiple trips a year for ourselves and my parents Unfortunately, you have lost us as customers, and I will warn anyone about using Orbitz for any of their travel needsRegards, [redacted]

August 23, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted] Dear Revdex.com,Thank you for your response We have reviewed the new information [redacted] provided to further address his concerns.Our records indicate that on June 27, the customer self-booked round trip flight for three passengers on Orbitz.comThe customers flights were operated by United Airlines, departing from Fort Lauderdale, FL to Newark, NJ on August 7, and returning on August 14, 2016.Orbitz discloses both during the booking process and on the customer’s purchased itinerary that seat assignments are not guaranteed and some airlines may charge for customers to select their seats prior to travelAfter reviewing the customers confirmation email online account states that he must contact the airline to confirm specific seat assignmentsFurthermore on the confirmation email it states, “Seat assignments, special meals, frequent flyer point awards and special assistance request should be confirmed directly with the airline.”Mr [redacted] contacted Orbitz customer service on August 3, to request seats for him and his wife to sit togetherIn an attempt to advocate on the customers behalf our agent contacted United Airlines to request specific seatsThe airlines advised that there were no seats available at that time and for Mr [redacted] to request the specific seats at the airportDue to this we are unable to offer any compensation to Mr [redacted] .If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted] Tier Customer Service

Dear [redacted] The Revdex.com has shared your recent correspondence 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

July 8, Revdex.com Complaint Department – Orbitz Re: Orbitz Itinerary #: ***- [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 cruise reservations The passenger booked their cruise online at 929pm on 6/21/At 930pm on 6/21/the passenger accepted the invoice which clearly stated that she has booked a day sailing on [redacted] of the Seas departing on 7/29/By accepting the invoice the passenger also accepted the sail date, itinerary, costs associated with the booking, and cancelation policies for both [redacted] Cruise Line and [redacted] Group/Orbitz Cruises The passenger then called in days later on 6/24/at 628pm stating that the online system booked the wrong dateHowever, all clients must choose their sail date themselvesThe system cannot randomly choose a sail date for themFurthermore, prior to submitting payment, the website gives a vacation summary outlining the ship, sail date, charges, and cancelation policiesThe client must accept these terms in order to submit paymentBecause the client accepted these terms once online prior to submitting payment and again minute later when they received their invoice, we cannot accommodate their wishes as it was user error, not a system glitch or agent errorThe client also called in on 6/30/after her initial escalation call to confirm that the spaces in the last names were there, once again accepting the date she originally booked No changes were made to the booking by [redacted] Group/Orbitz CruisesThis indicates that the client simply did not review her booking properly before submitting payment and accepted the invoiceIf the client had called the day of booking and requested to change the date, the cruise line would have been able to accommodate without penalty as they do generally allow same day changes without penalty If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] Customer Support

April 11, 2017Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted] Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret to hear [redacted] did not accept our response and/or resolution offered.Per the customers complaint we understand that the customer is requesting a refund due to the inconveniences experienced while attempting to change his reservationWe would like to apologize for the inconvenience you have experienced, and our regrets that we are unable to offer you a more satisfactory solution to this problemIt is disheartening when our clients feel that we have not met the standards to which we hold our organization and employees, as we attempt to provide the most efficient, quality service available.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 providers [redacted] was the operating carrier and merchant of record for the customers departure flights (the entity that received the funds and the company that charged the credit card) on this itinerary.After further reviewing the customers flight reservation we are able to confirm that the customer was able to change his reservation directly with the airlinesDue to this the customer was able to fully use the reservationDue to this we are unable to refund the customers reservation.We thank you for allowing us to address this matter furtherIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] Tier Customer Service

July 25, 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 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 flight reservationsWe understand the customer is requesting a full refund for her hotel reservations Our records indicate that on July 4, 2016, the customer booked hotel reservations – itinerary [redacted] – using the self-service tool on the Orbitz websiteHotel accommodations were at the [redacted] , checking in July 4, 2016, for one night Upon receipt of the complaint, Orbitz advocated on the behalf of Ms [redacted] with the hotel; who authorized a full refund of her reservationsAs such, on July 25, 2016, Orbitz processed a full refund in the amount of $back to her original form of paymentThe amount of time it takes to receive a refund depends upon the length of time it takes for her credit card company to process refunds Please accept our apologies in regards to Ms [redacted] recent travel experienceWe regret any inconvenience that may have occurred and would like to assure her that her business is important to usDespite her recent experience, we encourage her to continue to use Orbitz for her future travel arrangements We hope that with the information provided, we have addressed all of the customer’s concerns and look forward to assisting them further with their future travel needs If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] Tier Customer Service

Dear Ms [redacted] , Thank you for your follresponse, and I appreciate the opportunity to respond to your continued concerns Please 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 email Ms [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 concerns Sincerely, [redacted] Orbitz Customer Relations Tell us why here

August 30, Revdex.com Chicago, Illinois Complaint Department 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 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 the Orbitz account We understand Mr*** is requesting that Orbitz close his accountOn August 26, 2017, we received receipt of the Revdex.com complaint Our records reflect on June 11, 2017, the customer contacted Orbitz cancel the reservationThe customer advised that he did not authorize the charge for the bookingOrbitz advised the customer to contact his financial institution to dispute the chargeThe customer requested to close his Orbitz account In reviewing the account, Orbitz is currently working on the customer’s requestThe customer would be contacted once Orbitz is able to close the accountPlease note at this time, no new reservations will be able to be booked using the customer’s account We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, [redacted] Corporate Customer Service

January 9, 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 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 Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding Collision Damage Plan insurance purchased on November 20, We understand from Ms [redacted] complaint that she is requesting a refund for the insurance purchased in the amount of $due to Europcar not providing a rental vehicle Or records indicate that a refund in the amount of $was refunded to the original form of payment, on December 26, The credit will appear on the original form of payment within 7-business days Again, thank you for allowing us the opportunity to address your concernsIf you have any further questions or concerns, please don’t hesitate to contact us Sincerely, [redacted] Corporate Customer Service