Orbitz

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 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 Mr [redacted] complaint he is requesting a refund or credit for a flight reservation due to extenuating circumstances.Our records indicate on May 2, the customer self-booked a one-way trip flight for two travelersThe flight reservation was operated by [redacted] , with flights departing on July 8, from Huatulco to Mexico City.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 fare rules the customer agreed to at the time of booking, Orbitz is unable to handle any cancellations or changes for [redacted] flightsAs the tickets are non-refundable, we are unable to provide a refund of the reservationWe 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

August 22, Revdex.com Chicago & NIllinois 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 youWe understand from Mrand Mrs [redacted] that on August 8, 2017, they attempted to book flights at $from Orlando, Florida to New York, New York for travel on February 25, The booking could not be completed at the timeMrand Mrs [redacted] are requesting that Orbitz honor the price that they viewed August 8, We regret that Mrand Mrs [redacted] experience with Orbitz was not to their satisfaction; however, please be advised that Orbitz uses a real-time reservation database used by travel agents worldwide, listing actual ticket prices, hotel and car availabilityIn other words, rates are subject to change and are only certain upon purchaseAgain, 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

Complaint: [redacted] I am rejecting this response because:"We are responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] " and "Upon receiving the Revdex.com complaint, we tried to call [redacted] to speak to her directly, to contact the airline to see if they would provide other options."To my knowledge, these statements are untrueI have received no calls other than personal contacts within this time frameThey have not reached out in any formAll contact has been me making the contact"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 regions."I asked on each occasion to be transferred to a different regionI was told that it was impossibleEach time that I called, I was routed to Indian speakersThis dialect of English is difficult to understandBecause of the way that they handled English, which isn't their first language, I could not ascertain if I was communicating, meaning being understoodI know that I had difficulty understanding themOrbitz has not tried to contact and that is why I have reached out to Revdex.comIt is a company which I will choose not to use in the future[redacted] Sincerely, [redacted] ***

August 30, 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 Ms [redacted] did not accept our response and/or resolution offered.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 providersWe utilize a live inventory system for our hotel reservationsThis means our vendors have access to their products and are able to alter their information or pictures as they see fit.Furthermore when our customers act as their own travel agent and book travel ton their own we encourage them to carefully review the details of their reservation prior to confirming the bookingAt this time as Ms [redacted] was aware of the cancelation and change policies when canceling her reservation we are unable to offer additional compensation.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: First off it starts that I booked my own flights which if they pulled the call on that day the representative refused to book the flight for me, she said she was having computer problems but yet when I asked her questions regarding flights she had no problem giving me details This company is a scam they never tell you that when you book a flight with them that your travel points will be cut in half, a [redacted] agent told me about this one Also my flight itinerary never transferred into my [redacted] account correctly and a [redacted] agent had to transfer the information over because this happens a lot to customers and that's when they told me it would be cheaper to book a flight directly with them and I would be given my full points if I traveled with them I double checked my flights with Orbitz against pricing with [redacted] and she was right I had a good will coupon for $that the booking agent refused to use towards a flight because she said I cannot use it towards a flight I told her I received the coupon because it took two agents and a supervisor to book a domestic flight and I was on the phone for over hours!!! So credit was issued towards next flight All this information can be confirmed if they pulled their call logs Lastly an update since Revdex.com has been working on this I went up the chain of command to get a full refund My call with agent started around 4pm EST and I was on hold with Orbitz out of LasVegas awaiting a decision on my refundThe gentleman picked up the phone approximately midnight my time !!!! I informed him since I had to book two one way flights with your agency that according to the website it Had to be canceled through an agent I could not do it on line So I told him I attempted to cancel and I was placed on hold and a recording comes on stating "Due to high call volumes please call back tomorrow", or pretty close to it I explained this to man in Vegas he placed me on hold and came back and said that he checked around with other supervisors and that message does not exist I said "Are you calling me a lier and I said it most definitely exists and he said quote unquote "I have had people wait hours on the phone to get a full refund for their ticket" Wow I do not understand how they are still in business Since the company is distrustful I do not expect positive results I wanted to explain my situation publicly and their Revdex.com rating score is in the toilet anyways and frankly when I mentioned this to a rep at Orbitz they do not care because the agents booking flights are in Singapore and cannot even book a flight from Florida to Syracuse NY they had no idea where this place was or knew any of their airport codes!! Sincerely, [redacted]

November 21, 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 unhappy about the price increase experienced while attempting to book a reservationOrbitz 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 providersWe utilize a live inventory system for our flight reservationsThe inventory is updated regularly as purchases are made and prices changeThese updates are directly linked to the vendors availabilityWe regret if the customer felt the prices were not competitiveAirfare is only guaranteed once the purchase has been completed and the tickets have been issuedOrbitz is unable to alter the airlines rates to reflect the price that was first displayed to Ms [redacted] .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

Complaint: [redacted] I am rejecting this response because: I have an email that says the flight had not been confirmed which would have allowed me to respond within the hour window I could not cancel As soon as I received a email that the flight was confirmed I called and spoke with a representative He said to cancel the flight which I did Upon cancellation is when I received the notice of the $dollar fee When I spoke with the agent to inquire about the cancellation fee he said the company would respond in hours, I called days later I was told it would take another week which is unacceptable Sincerely, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] The resolution is not satisfactory but have choosed to accept it none-thelessI disagree that it took as long as it did for the reasons you citedI doubt all the online similar complaints were because of the same circumstancesGiven that others have had similar issues and you stick to your byline this going back and forth seems futile and a waste of more timeI wish your company nothing but karmaGood luck Sincerely, [redacted]

Re: Orbitz Case #: O- Dear Revdex.com, Thank you for taking the time to contact Orbitz, Incregarding 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, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Orbitz, Incis responding to the consumer complaint from Dr [redacted] (Revdex.com case number [redacted] regarding a refund request for flights he was not allowed to board due to a lack of proper travel documents Our records reflect on October 16, Mr [redacted] accessed Orbitz.com and self-booked Itinerary # [redacted] for round trip flights departing Chicago, IL October 22, for Delhi, India and returning October 23, Orbitz is not a travel agency and serves only as a third-party booking intermediary Orbitz does not own or operate any of the travel service providers available for booking through our websiteWe do not control any terms or requirements set by the vendors, or the government or national agencies they must comply with Orbitz does not provide advice on rules or laws pertaining to Visa and Passport requirements Our website Terms of Use is clear that the responsibility for having proper documentation for travel lies with the customer and that using Orbitz.com to book travel constitutes agreement that customers accept all stated terms Following is a link to the online Terms of use and we are providing the section specific to International Travel document responsibilities http://www.Orbitz.com/p/info-other/legal.htm Orbitz, IncWebsite Terms of Use This Website is offered to you conditioned upon your acceptance without modification of all the terms, conditions, and notices set forth below (collectively, the "Terms of Use” or "Agreement")Please read these Terms of Use carefully, as they contain important information about limitations of liability and resolution of disputes through arbitration rather than in courtYou should also read our Privacy Policy, which also governs your use of the WebsiteBy accessing or using this Website, booking any reservations for travel products or services on this Website, or contacting our call center agents, you agree that the Terms of Use then in force shall applyIf you do not agree to the Terms of Use, please do not use or book any reservations through this Website or our call center agents INTERNATIONAL TRAVEL You are responsible for ensuring that you meet foreign entry requirements and that your travel documents, such as passports and visas (transit, business, tourist, and otherwise), are in order and any other foreign entry requirements are metOrbitz has no special knowledge regarding foreign entry requirements or travel documentsWe urge customers to review travel prohibitions, warnings, announcements, and advisories issued by the relevant governments prior to booking travel to international destinations [redacted] ***: You must consult the relevant Embassy or Consulate for this informationRequirements may change and you should check for up-to-date information before booking and departureWe accept no liability if you are refused entry onto a flight or into any country due to your failure to carry the correct and adequate passport, visa, or other travel documents required by any airline, authority, or country, including countries you may just be transiting throughThis includes all stops made by the aircraft, even if you do not leave the aircraft or airport As Orbitz is clear that the responsibility for understanding the travel documents needed rests with the individual traveler, we do not assume any costs associated with travel loss due to missing or incomplete documentation 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

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 place the voucher as a credit on my orbitz account. And I will check my bank account for the deposit within 7 days. Thanks! Sincerely, [redacted]

April 11, 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 you Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding flight and hotel vacation package reservationsWe understand the customer is requesting a full refund for their reservations Our records indicate on March 11, 2016, the customer booked flight and hotel vacation package reservations – itinerary [redacted] – using the self-service tool on the Orbitz websiteTravel was on [redacted] , departing June 7, 2016, from Orlando, Florida to Santo Domingo, Dominican Republic, returning June 13, 2016, for one passengerHotel accommodations were at the Hotel [redacted] , checking in June 9, 2016, for four nightsThe Orbitz waiver was booked in conjunction with the vacation package reservations, for a total amount of $ Upon further research, we were able to confirm March 14, 2016, the customer contacted Orbitz regarding cancelling their vacation package reservationsOn March 14, 2016, the amount of $was refunded back to the customer’s original form of paymentOn April 1, 2016, the remaining amount of $was refunded back to the customer’s original form of payment, for a full refund of $ The amount of time it takes for Ms [redacted] to receive a refund depends upon how quickly her credit card processes refunds 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

My experience with Orbitz was TERRIBLE. The airline changed the flight, Orbitz was supposed to notify me, but I didn't receive anything from them. So I missed my international flight, and had to reschedule my connection flight. Luckily the airline (not Orbitz) was able to reschedule my international flight at no charge. The Orbitz agent claims that Orbitz sent me a notification of the change in the flight, to my [redacted] account registered on the Orbitz site. However, I did NOT receive that notification (I checked my inbox, my deleted emails, my spam folder), and when I asked her to forward me the email they had sent, she said that she could not forward it due to company policies. That is, she can't produce a proof that the email was sent, all I have is her word, against mine. As a result of this failure to notify, I had to reschedule my connection flight with ***, which costs $440 for me and my wife. And Orbitz can't/won't do anything about it. I am a VERY VERY dissatisfied customer, and I will never use Orbitz if I can avoid it, and will make sure that everyone I know is aware of the poor experience I received it from Orbitz.

Complaint: [redacted] I am rejecting this response because: We have not received any form of reimbursement for the airfare. I am getting copies of my credit card statements and will send them in ASAP. Sincerely, [redacted] ***

November 8, 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 refund and exchange issues Our records show, on June 5, 2017, Mr [redacted] self-booked an Orbitz.com flight reservation via booking number [redacted] with travel dates as June 21, to September 3, in the amount of $2,We understand from Mr [redacted] complaint, due to extenuating circumstances the return flight was not utilized and after contacting customer support regarding a refund for the unused flight, no proper resolution has been providedThe customer is request for the refund of the unused return flight to be processed as promised Upon researching the customer’s complaint, we can confirm on October 8, 2017, when Mr [redacted] brought this matter to our attention, Orbitz proceeded to advocate on the customer’s behalf by contacting airline [redacted] advised Orbitz they processed the refund for the unused return flight was processed on September 7, and it could take up to two billing cycles to go back to the original form of payment Orbitz’s acts only as a third party intermediary for airlines when a flight reservation is booked, and it is directly charged by the airlineOrbitz can only advocate on the customer’s behalf with regards to an airlines’ refund proceduresBased on the information provided above, we are unable to honor Mr [redacted] refund and compensation 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

I booked a return trip with orbitz for my sons military graduation Due to circumstances I had to cancel after buying travel insurance They would not refund my money even though is stated clearly on the website that their was free cancellation

Dear Mr [redacted] , Thank you for your follresponse, and I appreciate the opportunity to address your concernsPlease know that at Orbitz, we are undergoing a transition in our systems This is causing a delay in future travel vouchers being redeemed; however, they are still valid on a qualifying booking Upon reviewing your case number 4972041, I do see the future travel voucher in the amount of $25.00, but it is showing as paid Mr [redacted] , if you feel that you have not received payment, please forward a copy of your new itinerary along with the case number mentioned above to [redacted] @customercare.orbitz.com to request this be reviewed This is the Department that would need to review your request and address your concerns regarding the redemptionWe apologize for any inconvenience this transition has caused We do appreciate your business, and hope that we have a future opportunity to serve youSincerely, [redacted] Orbitz Customer Relations

March 10, Revdex.com Complaint Department – Orbitz.com Re: Orbitz Case #: S- [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] (Revdex.com case number [redacted] ) regarding flight reservationsWe understand the customer is stating they encountered difficulties with their recent flight reservations, and are inquiring about the refund timing of their cancelled reservations, as well as requesting details regarding their future use Orbucks (Electronic Travel Coupon)Our records indicate on February 22, 2016, the customer booked combined one way fare flight reservations – itinerary [redacted] – using the self-service tool on the Orbitz websiteTravel on April 5, 2016, was on American Airlines, departing Chicago, Illinois to Dallas, TexasTravel on April 13, 2016, was on [redacted] Airlines, departing Dallas, Texas to Chicago, Illinois, for one passengerUpon further research, we were able to confirm on February 23, 2016, that the customer contacted Orbitz to cancel their flight reservations, as they were within the hour free cancellation periodAt that time the customer’s flight reservations were cancelled, and the funds that had been authorized for the reservations were released to the customer’s credit card by the airlines (the merchant of record, the entities that charged the customer’s credit) Additionally, on February 23, 2016, the customer as provided with a $Orbucks (Electronic Travel Coupon) which may be used towards the purchase of an E-Special rate hotel or vacation package bookingThe coupon will be available during the online booking path when the customer is signed into their Orbitz account, or they may contact an Orbitz representative to assist with booking over the phoneThe Orbucks Electronic Travel Coupon is valid for one year from the date of issue Meanwhile, the two amounts of $the customer is describing is a temporary hold by credit card companies or banks to validate the online purchaseThe amount was posted on February 22, 2016, to validate the purchase of the combined one way fares flight reservations on the itinerary with the number [redacted] If the customer’s credit card statement is reflecting that they were charged for the reservations on itinerary [redacted] , we request that the customer submit a copy of their credit card statement via the submission link on the Revdex.com websiteWe ask that the customer omit any personal information from these documentsOnce we have received the additional information, we will further research and address the customer’s concerns 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 needsIf 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, 2015/07/07) */ Dear [redacted] The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you furtherIt is my understanding that you're requesting a refund for the unused taxes for your reservation under record locator PBORBXXXXXXXXXXI appreciate the opportunity to review your account, and respond to your concerns Please know I have forwarded your refund request to our Refunds DepartmentOn your behalf; they have contacted [redacted] Airlines and requested they process a refund for the taxes, or give us the information, so we can processOnce we get a response, you will be notified immediately of their decision ***, meanwhile, should you have any questions, please let me know Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

March 18, Revdex.com Re: Orbitz Case #: S- [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 hotel reservationsWe understand the customer is requesting a refund and replacement of her Orbucks coupon Our records indicate on March 3, 2016, the customer booked hotel reservations – itinerary [redacted] Hotel accommodations were at the [redacted] Inn StLouis - [redacted] , checking in March 3, 2016, for one night Upon further research, we were able to confirm that the customer submitted their request to have their Orbitz coupon refunded to their account On March 18, 2016, Orbitz processed a refund in the amount of $back to the customer’s original form of paymentThe time it takes for the customer to receive a refund depends on how quickly her c***it card company processes refunds We have provided Ms [redacted] ’s online Orbitz account with a $Orbucks (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 their next qualified reservation, and it is valid until one year from the date of this letterWe 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 needsIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] Tier Customer Service

Dear Mr***, Roman" size="3"> The Revdex.com has shared your recent correspondence pertaining to the rate issue with your booking under Orbitz locator [redacted] at the [redacted] - [redacted] Vacation Club [redacted] On behalf of Orbitz, I apologize for any disappointment this has caused, and appreciate the opportunity to review your account and respond to your concerns We were notified that there was a problem with confirming some reservations at the rate reserved for your travel dates Hotel rates are manually entered, and the company which handles entering these rates for [redacted] made an error while entering rates for some room types Mr***, please know that this issue will not be affecting your reservation, and your booking has been confirmed at no additional cost On your reservation, you will not be requested to pay any difference in rate upon arrival at the property Mr***, we apologize again for any inconvenience this has caused, but happy that we were able to correct this issue on your behalf Sincerely, [redacted] Orbitz Customer Relations Tell us why here