Orbitz

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

Complaint: [redacted] I am rejecting this response because: The time it took for the staff to find out about the other airline's possibly was frankly a little ridiculousI had already called the other airline and learned about the policy within a few minutesThere was nearly no wait timeI am not sure why it took so long for Orbitz to find out the same thing, and made me not want to work with a middle person in the future Also your staff does not have the right training and gave me incorrect infoA total waste of my time 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 Sincerely, [redacted] **

Dear Mr [redacted] Thank you for the follresponseAgain, I do apologize for your continued disservice with OrbitzWe certainly empathize with the frustration, and the inconveniences you encountered Mr [redacted] please understand at the ti [redacted] Cancun was confirmed, there was no notification that the property would close because of renovations As with airlines, hotels are also subject to relocate customers under unforeseen circumstances as in your caseThis decision was made by [redacted] Cancun and not by Orbitz Furthermore, the hotel options offered are similar properties with higher star ratings and sa [redacted] amenities as [redacted] Cancun Orbitz can provide the three options below, that includes a full refund for your booking Option # – Paradisus Playa Del Carmen La Esmeralda located in Playa Del Carmen, MexicoOption # – Paradisus Cancun located in Cancun, MexicoOption # – Refund for six airline tickets and four hotel bookings pertaining to Orbitz confirmation numbers - PBORB7567295144, [redacted] , [redacted] & [redacted] The total refund amount is $ Mr [redacted] if you can please advise your preference from the above three options provided, I will be happy to assist with your bookingPlease know that Orbitz is doing all possible to assist with your bookings Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

Dear Ms***,The Revdex.com has shared with us your recent correspondence regarding your Orbitz experienceIt is my understanding that you intended to book a ticket for your daughter; however, the ticket was booked in your nameI appreciate the opportunity to review your account and respond to you.On behalf of my colleagues at Orbitz, I sincerely apologize for this unfortunate situation.Please know it is the responsibility of the Orbitz member or the person using the account on the member’s behalf to confirm all travel specifications before completing the booking process Orbitz is explicit in the importance of reconfirming the traveler and itinerary selections Throughout the booking process and prior to the final selection, the website recaps the selections made by the member The traveler name is highlighted above the purchase button on the final ‘Review and purchase’ page, along with a link to change the traveler name, if necessary.The ‘Review and purchase’ page presented Miriam [redacted] as the traveler and you agreed to book the ticket The booking could not have been consummated without your explicit agreement to the fare rules Once the airline confirms your reservation and a ticket has been issued, Orbitz confirms the ticket number, traveler and itinerary details to our members in a ‘Travel Document’ email, which is typically sent to you within hour of you completing the booking.Ms***, certainly mistakes can happen, particularly on the Internet If a mistake is brought to our attention within hours of the booking, Orbitz may have the ability to void the ticket sale In this case, the sale has been reported to the airline and Orbitz cannot change the passenger name.While I recognize your disappointment, Orbitz is unable to comply with your request for a name change All airline tickets are non-transferable and once issued, airlines do not allow passengers to change names on tickets As a travel agency, Orbitz is a distributor of tickets for the airlines and is required to apply the rules and restrictions of the airline carrier.Nevertheless, we do value you as a customer, and while we cannot provide you with a refund for the ticket, as a gesture of sincerity for your disappointing experience we would like to offer you a future travel voucher in the amount of $to be used on your next Orbitz.com 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 $voucher in your request Orbitz will then issue a credit to the card used for the new booking This offer is valid for one year from the date of this letter, until December 7, 2016.Ms***, we wish our reply could be more favorable Please be assured that Orbitz values your business and we hope to have a future opportunity to restore your confidence in our service and products.Sincerely,Shalon ***Orbitz Customer RelationsChicago, IL

Dear [redacted] The Revdex.com has shared with us your correspondence regarding your recent Orbitz experienceIt is my understanding you are upset with the service you received when contacted Orbitz regarding a name correctionI appreciate the opportunity to review your account and respond to you On behalf of Orbitz, I would like to apologize for any frustration this has caused you Each airline provides Orbitz with their own set of rules regarding name corrections, including if they are allowed and if they charge a fee for the correctionIn this case, [redacted] Airlines has stated name corrections are not allowed if there is another carrier on the ticketUnfortunately, as [redacted] Airlines was also on the reservation, [redacted] Airlines would not allow Orbitz to process a name correction to your reservation ***, it is the responsibility of the Orbitz member or the person using the account on the member’s behalf to confirm all travel specifications before completing the booking process Orbitz is explicit in the importance of reconfirming the traveler and itinerary selections Throughout the booking process and prior to the final selection, the website recaps the selections made by the member The traveler name is highlighted above the purchase button on the final ‘Review and purchase’ page Please know per the fare rules placed on your ticket by [redacted] Airlines the reservation is non-refundable; therefore, Orbitz is not in a position to process a refund for your reservation Nevertheless, we do value you as a customer, and as a gesture of sincerity for your disappointing experience we would like to offer you a $future travel [redacted] to be used towards your next Orbitz.com bookingOur [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 for one year from the date of this letter, until March 5, ***, we wish our response could be more favorableWe appreciate your business and hope you will continue to use Orbitz in the future for your travel needs Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

Dear Mr [redacted] The Revdex.com has shared your recent correspondence pertaining to your refund for your airline ticket on Spirit Airlines I appreciate this opportunity to respond to your concernsIt is my understanding you made a booking on December 30, on Orbitz’s website for an airline ticket on Spirit Airlines However, you go on to say you made the booking in error On December 30, you contacted Orbitz Customer Service to cancel your airline ticket Because Spirit Airlines does not allow for Orbitz to cancel or modify existing bookings, the Orbitz Customer Service Agent, advised you that you will need to contact Spirit Airlines to cancel your booking As an agency, Orbitz needs to abide by the airlines cancel policies I apologize for any inconvenience this may have caused Today on your behalf, I contacted Spirt Airlines and spoke to a Spirit Airlines’ agent The Spirit Airlines’ agent advised me that your booking has been cancelled and ticket has been refunded for the full amount on December Per Spirit Airlines allow to days for the refund to processMr [redacted] thank you for bringing this matter to our attention We value your business, and hope you will provide us with a future opportunity to restore your confidence in our products and servicesSincerely, Luisa [redacted] Orbitz Customer Relations Chicago, IL

Dear Ms [redacted] Upon reviewing your reservation history, I see that you made reservations on our website on November 3, During the booking process, we display banners on each screen noting the courtesy cancellation policy, which states that bookings can be cancelled before 10p CST the following day On November 4, you cancelled your booking after 10p CST and the reservation could not be refunded because you had missed the deadline I apologize for any inconvenience this may have caused On November 9, you contacted Orbitz Customer Service regarding your cancelled booking and were told that in order to reuse the ticket, there are penalty fees associated with the making changes You go on your credit was not applied to your new booking Please understand when you have a cancelled ticket, you need to contact Orbitz Customer Service to apply the credit to the new booking, with $airline change fee, Orbitz $ service fee and plus any fare difference The fare rules are given and must be agreed to prior to booking your reservation, and as a travel agency, we are required to follow these rules as well Nonrefundable tickets cannot be refundedNevertheless, we do empathize with your situation, and we are happy to waive our $service fee normally charged for ticket exchanges, and I have documented your reservation accordinglyHowever, we are required to collect the $airline change fee plus fare difference, if applicable, at the time of the exchangeMs [redacted] while I understand your disappointment; our records show that the proper information was provided to you We wish our reply could be more favorable Please be assured that Orbitz values your business, and we hope to have a future opportunity to serve you.Sincerely,Luisa [redacted] Orbitz Customer RelationsChicago, IL

Dear Ms [redacted] , The Revdex.com has shared your recent correspondence pertaining to a refund request in the amount of $for incidentals I appreciate the opportunity to review your account and respond to your concernsI found that tickets were booked on November 9, on Orbitz’s websiteOn January 11, Orbitz Customer Service was contacted, and changes were made to the booking, and new tickets were issuedOn March 30, when you checked in for your flight, you were advised that your return flight was canceledFurthermore, you pur***d new tickets for your return flight on [redacted] Airline, because your original flight was sold outI apologize for any inconvenience this may have causedUpon further review, we found that your return flight was canceled in errorAt this time, we are unsure how this unfortunate situation occurredWe acknowledge that we canceled your return flight in error, and we sincerely apologize for not meeting the high standards we have setMs [redacted] , we refunded the new tickets that were pur***d with [redacted] Airlines, in the amount of $ Furthermore, you were issued a voucher in the amount of $that was surrendered on May 12, per your request However, this is all the compensation which we will offerWe appreciate your business, and we hope to have an opportunity to serve you in the futureSincerely, [redacted] Orbitz Customer RelationsChicago, IL

April 27, Revdex.com Chicago and Norther Illinois Complaint DepartmentRE: Orbitz Case [redacted] Dear Revdex.com, Thank you for contacting Orbitz regarding the rebuttal from our customerWe are responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] Our customer contacted us to inquire on making changes over April 2nd and 3rd of On the second day the specific flight requested was not available, but there was an optionThe call was transferred to an agent who reviews the fare and finds the value of the unused portion of tickets, because half the ticket had already been used.The original ticket had been purchased in the lowest economy fare offered by the airlineThe only economy fares available for the new date requested were in the highest flexible economyThis made the flights much more expensive than the originally ticketed fare, and the fares available were not valid for the ticketThe agent calculating the unused fare for the customers ticket did so correctly when advising that the ticket had no value.Upon receiving the Revdex.com complaint, we tried to call Kelly Love to speak to her directly, to contact the airline to see if they would provide other optionsGoodwill cannot be requested of our airline partner unless we have the customer on the phone to decideThis is particularly true of flight inventory and pricing, which is limited, and subject to change without noticeWorking through email or voicemail is not possible with any voluntary flight change requests because neither the goodwill or the inventory can be guaranteed without booking and ticketing the flightsWe provide a customer support phone number at no extra charge, hours per day, days per week, allowing customers to call at their convenience All our agents who handle English speaking customers speak English fluently, and often speak multiple languages as required for their job positionsWith respect, all persons sound as though they have an accent when speaking to any other person from a different regionIf one agents accent is difficult for a customer to understand transfer may be requestedWe have agents in multiple regionsWe 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:Re: Complaint ID # [redacted] Dear Sir or Madam, the respond from Orbitz is not acceptable since I tried twice to contact them with the cancellation on Monday, October The first time they simply hang up on me after listening for my requestSecond time they took my phone number as they told me that there is a bad connection but never called me backMoreover when finally I got in touch with one of their representative and was informed that it is already beyond hours so they can cancel the reservation ($fee) or re-book the tickets with proper date with much smaller feeI requested to re-book but their representative told me that the cost went sharply up and I need to pay over $3,more than originally paidI verified on another travel site (the [redacted] and the tickets were sold at exactly same priceHowever the Orbitz representative refused my comments and the price from [redacted] as a referenceTherefor instead of much lower fee for the re-booking I had to cancel and purchase the tickets on the same [redacted] airlines rout for the same amountIf the Orbitz need a proof of the purchase I am gladly going to provide them with it Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:I told your agent not to cancel my hotel room if she could not refund me for the flightsI see no reason to continue any services if we have no place to sleepYou are a shady company which doesn't set forth your terms in an easy mannerI will NEVER use your company or your services againYour last agent informed me there is no credit and yet, somehow you are telling me there is but we will have to pay how much to use our tickets? You have the worst set up availableI am requesting a full refund as I never want anything to do with you again and I will recommend that none of my family and friends use your servicesWord of mouth is very big for business as well as the reviews which are terrible Sincerely, [redacted]

Dear Ms***, The Revdex.com has shared your recent correspondence pertaining to your refund request due to medial issue I appreciate this opportunity to respond to your concernsIt is my understanding that you requested a refund for your three airlines ticket with an Orbitz Customer Agent and your request was denied by the airlines requiring more detailed documents I apologize for any inconvenience you may have encountered Today on your behalf, I contacted Jet Airways, and they have authorized your refund requestWe have processed the refund for your three ticketsEach ticket was refunded in the amount of $ 414.40, for a refund total of $ Please allow to business days for the refund to processMs***, thank you for bringing this matter to our attention We value your business, and hope you will provide us with a future opportunity to restore your confidence in our products and servicesSincerely, [redacted] Orbitz Customer Relations Chicago, IL

Tell us why here...January 18, 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 Brett [redacted] (Revdex.com complaint [redacted] ) regarding a refund requestOur records show on December 20, 2016, Mr [redacted] booked an Orbitz.com airline reservation via booking number [redacted] , with a trip start date of January 26th, We understand from Mr [redacted] complaint, he was not advised of the correct price of the ticket and this caused him additional feesMr [redacted] claims he did not agree to purchase the tickets at the total charged price of $MrMr [redacted] is requesting a refund for the amount of the booking due to the issues caused by wrong information provided and fees he has received from his financial institutionWe have proceeded to process a full refund of $This has been documented on the customer’s Orbitz accountOrbitz’s goal is to provide an exceptional customer experienceWe do regret any inconvenience he has encountered in resolving this matterAs a refund has been given to the customer and the issue has been resolved to Mr [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

Initial Business Response / [redacted] (1000, 5, 2014/11/24) */ Dear Mr[redacted] The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you furtherIt is my understanding that you have been trying to book a package on our website, but the fare keeps increasing prior to purchaseOn behalf of Orbitz, I apologize for this frustrating experience and any disappointment this has causedI appreciate the opportunity to review this matter and respond to your concerns It may be helpful to understand that as a third party travel agency, we have no control over airline faresWhen you click through the booking path, the website constantly sends the flight information to the airline and if the fare has changed, the airline returns an error message with the new price Orbitz, as with any travel agency, is required to apply the fares and fare rules in effect at the exact moment of your bookingAll fares are determined directly by the airlines and can be updated at any timeUnfortunately, fares are not guaranteed until they are ticketedOrbitz is not able to restore a fare once it is sold out or discontinued by the airline In your situation, you may be booking a flight with an unusual itinerary or airlineSometimes, if a particularly itinerary is not booked frequently enough, then the airline's fare cache becomes stagnant and the unavailable fare still appears in the search resultsIf you could please provide the details of the flight you were trying to book, I can forward that information to our Air Operations team to alert the airline of this stagnant fare cache Also, as a gesture of our sincerity and goodwill, I would like to offer you a $future travel voucher that you may use toward 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 [redacted] Please reference case number [redacted] 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 for one year from the date of this letter, until November 24, Thank you for bringing this matter to our attentionWe value your business, and hope to have a future opportunity to restore your confidence in our products and services Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

June 22, Revdex.com Chicago & NIllinois Complaint Department Re: Orbitz Case: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret to hear Mr [redacted] did not accept our responseIt is never our intent to mislead or to cause inconvenience to our customers, and we are truly sorry that Mr [redacted] was put in this positionUnfortunately, we feel that no compensation is due on this occasion, and would again like to offer our apologies for any disappointment caused as a resultAgain, 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 usSincerely, [redacted] Corporate Correspondence Team

November 15, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted] Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservationWe understand from the customers complaint she is requesting a refund of the charges sustained due to the cancelation of the flight reservation.Our records indicate on March 24, the customer self-booked a flight reservation using Orbitz.com for two travelersThe flight reservation was operated by [redacted] Airlines, with flights from Milwaukee, WI to Atlanta, GA departing on October 15, and returning on October 19, 2016.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providersAs a result, we strongly recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policiesThe customer booked one roundtrip ticket with [redacted] Airlines who was the merchant of record, and the companies that charged the customer’s credit cardWe hope you understand we have to abide by their rules and regulations.Per the customers confirmation email:Your flight booking is with a low cost airline and can only be changed or cancelled by contacting the airline directlyFor convenience, you can select the airline from our online chepage Please note that Orbitz may not be advised if you change or cancel your flight with your airline directly, or if the airline makes any changes to your flight scheduleThese changes may not be reflected in your Orbitz Itinerary, so please ensure that you also print out any subsequent itinerary change emails you receive directly from the airline.Due to this we advised the customer to contact [redacted] Airlines directly if she is requesting additional compensationWe 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

July 16, 2016Revdex.comComplaint 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 youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding a flight reservationWe understand from the customers complaint she is requesting the ability to use her flight credit.Our records indicate on April 27, the customer self-booked a round trip flight for two travelersThe flight reservation was operated by [redacted] with flights departing on June 13, San Francisco, CA to Kahului, HI on June 20, 2016.As of May 13, the customer called Orbitz customer service to change the flight dates to departing on August 24, and returning on August 31, The new flights that the customer chose had a fare that was lower than then the original fareThis caused the customer to retain a residual credit of $per ticket.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 providersBased on the airlines fare rules agreed upon when booking the reservation, “residual value may not be used toward change fee, collect fare difference if applicable, charge full change fee.” As Orbitz is a third party intermediary with [redacted] we are unable to change or alter any of the fares or fees that have been provided to the customer upon booking the initial 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

Complaint: I am rejecting this response because: Orbitz is profiting from their sub par website mistakes Orbitz (and their competitors) offer discount to book vacation packages Because of the website glitch, I was forced to book these separately and was not able to get the packaged discount In addition they voided the original $promo code that was used at the time of booking Another profit by Orbitz Orbitz offer me a $voucher on future travel which is essentially nothing since $promo codes can be found often for this website I would like to get some sort of discount on my current travel (not on upcoming travel) Please have faith if you make this right I would continue to use your service Sincerely, Henry [redacted]

Dear ***l, The Revdex.com has shared your recent correspondence pertaining to the problems encountered on Delta flight On behalf of Orbitz, I apologize for any inconvenience this has caused, and appreciate the opportunity to review your account and respond to your concerns Please know that we have verified that there were no schedule change notifications regarding this flight, and it was still showing in the airline systems available for travel We have reached out to Delta Airlines directly regarding the problems you encountered so that they could review ***l, as soon as we have received a response, we will promptly update you; however, please allow up to business days Thank you again for the opportunity to address your concerns, and we appreciate your patienceSincerely, Charlotte [redacted] Orbitz Customer Relations