Orbitz

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

Dear Ms. **, Roman"> The RevDex.com has shared your recent correspondence pertaining to the new flights reserved during your exchange process, and the amount charged for the exchange. I appreciate the opportunity to review your account and respond to your concerns. At Orbitz, we understand the importance of proper [redacted] confirming our customers’ choices throughout the booking process; whether the booking is confirmed via our online service or via an agent direct**. To ensure that our agents’ have proper [redacted] heard each request, the agent will provide a full recap of the choices they have made prior to confirming the reservation. Ms. **, please know that we have reviewed the call recording of your exchange process. Upon reviewing the call, it does verify that our agent recapped the chosen flights on two occasions during the phone conversation. The agent also advised the penalty fee of $230 per person, and a total charge of $1184.22 total, which included the penalty fees and difference in fare. A full recap of the flights was provided. The total amount to be charged was verified by the caller, and reiterated by the agent. Once a full recap of the flights chosen and the add collect verified, the agent requested permission to continue, and process the change. Our agent did receive permission to process the change and the charge. Ms. **, we certain [redacted] apologize for any confusion that occurred, but we have verified that our agent proper [redacted] recapped the flights chosen, and permission was granted to process the charge. Please understand that Orbitz does not hold the funds for the penalty fee or the difference in fare, and we are unable to grant your refund request. Thank you again for the opportunity to address your concerns. Sincere**, [redacted] Orbitz Customer Relations Tell us why here...

I booked a trip to hong kong and Thailand through orbitzMy return flight was to Newark airport where I paid additional money to fly through Newark instead of JFK since it makes hours in the drive home difference due to trafficOne of my connecting flights was canceled by [redacted] and was instructed to call [redacted] (AA) to reschedule which they did to JFK airportI was also instructed by [redacted] to call orbitz to change my flights since I bought it through them, which orbitz said since [redacted] changed your flight we can no longer see your reservations and I would have to deal with [redacted] directly even though I booked through orbitz and paid additionally for trip insuranceI asked orbitz to at least help with transportation from JFK airport to home which one of their customer service managers said and I quote "you are screwed is exactly what I'm saying"After I gave up and went to Bangkok airport to fly back my flight was delayed by hours meaning I am now missing my connecting flight home and called orbitz again to help me figure something out and they were extremely unhelpful leaving me stranded in Bangkok airport with no way to get back home until I send them a message on [redacted] , where after spending minutes on the phone (I have screen shots of my call logs) I incurred a $international roaming charges on my mobile phone, they coordinated with [redacted] to fly me to London, spending a night in London (without giving me any hotel accommodations had to figure that out on my own) and then finally getting homeIn total I incurred $cell phone bill and major headache from poor customer service just to get home safelyTheir customer service is robotic and unhelpful, they flat out passed the buck to [redacted] pretty much saying although I paid orbitz and paid for the extra trip insurance it's really all on [redacted] since they changed my ticket and they are no longer responsible for meMakes me feel as if they got paid and now don't care wether I made it home or not they already got the moneyWould never use their website again

Dear Mr***, The Revdex.com has shared with us your correspondence regarding your recent experience with OrbitzIt is my understanding when you initially booked your wife’s ticket to Krakow you made the booking in her maiden name instead of her married name You contacted Orbitz and were advised to book a new ticket with the correct name and a refund would be given for the original booking; however, when you went to cancel the original reservation you were then advised that a refund would not be providedYou are requesting a refund for the original bookingI 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 Please know I have contacted [redacted] to request a refund for the original bookingThey have advised to send them a copy of the marriage certificate, which you have already provided to Orbitz, so they can reviewOnce I have any received a response from [redacted] I will contact you immediately If you have questions before that time please let me know Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

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 futureAlso your staff does not have the right training and gave me incorrect infoA total waste of my time Sincerely, [redacted] ***

June 8, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O- [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 the customers complaint he requesting a refund of the additional expenses that occurred due to the car reservation not being available.Our records indicate on February 25, the customer self-booked a car reservation with OrbitzThe customer reserved a [redacted] or similar with [redacted] Car RentalThe car was due to be picked up on April 3, 2016, in Alexandria Louisana and returned to the same location on April 10, 2016.Upon further research, we are unable to verify as of February 9, the customer called into customer service and spoke to an agent due to his car reservation not being available once arriving at [redacted] Due to the inconvenience, during that call the agent issued the customer two $coupons.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and the airlines and is subject to the rules and restrictions of those providersAt the time of booking, Mr [redacted] agreed to the Terms of Use, which expressly provide as follows:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of OrbitzOrbitz is not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there fromOrbitz has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.Due to the terms and conditions that were agreed to we are able to refund Mr [redacted] the additional charges sustained by [redacted] We would like to apologize for the inconvenience Mr [redacted] may have experienced, and for any lack of service he received while trying to resolve this issueWe are able to verify that on June 2, the customer was able to book two hotel reservations and utilize both $couponsWe 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

Dear Mr [redacted] , The Revdex.com has shared your recent correspondence pertaining to your request to change Orbitz record locator [redacted] , and the operating carrier of [redacted] not providing your First Class Seating as reserved On behalf of Orbitz, I apologize for your disappointing experience, and appreciate the opportunity to review your account and respond to your concernsUpon reviewing your account, I so show that we contacted [redacted] on your behalf regarding your date change request; however, due to their status with ***, we were no longer able to initiate any charges on their behalf It was advised that any changes would have to be processed at the airport directly for direct payment for the changeWe certainly understand your concerns; however, as a travel agency, Orbitz does not hold the funds for the airline ticket reserved You were charged by [redacted] directly, and we are not authorized to transfer those funds from one airline to another Mr [redacted] , if you were unable to complete your exchange request at the airport directly, it would be necessary to dispute the charge via your credit card company due to the airlines current situation As a gesture of our sincerity for this disappointing experience, Orbitz would like to offer you a $USD future travel voucher on your next prepaid Orbitz.com airline, hotel or vacation package booking Our 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 until February 11, Mr [redacted] , we appreciate your business and we hope you will provide us with a future opportunity to serve your with your travel planning needsSincerely, [redacted] Orbitz Customer Relations

Orbitz basically shows the price but does not close the deal, as marketing scheme, I did the booking for my wive and I did receive the confirmation and the air line told us the reservation was canceled without notifying me, I should have been told that the reservation was canceled and offered alternative. Regards

Dear Mr [redacted] , The Revdex.com has shared your recent correspondence pertaining to the name entered during your booking process I appreciate the opportunity to review your account and respond to your concerns At Orbitz, we understand the importance of properly confirming our customers’ choices throughout the booking processTo ensure the accuracy of our website, we do keep logs of our customers booking process for further reviewUpon reviewing our website logs of your booking process, the booking was initiated through the “Guest” path However, at the end of the booking process, you signed into your account directly When you are signed into your account, the system will read the information you have input If you are not the traveler, you will then be required to choose a name from the drop down from your listed travelers in your account if you are not the person traveling You have four persons listed in your “Travelers and Contacts”, and you would either need to choose a name from this list or add a new traveler Mr [redacted] , unfortunately a new name was not chosen once you were signed into your account, and we were not contacted within the courtesy cancellation period As airlines do not allow full name changes, the airline imposed fare rules would apply, and the $Orbitz fee has already been waived Nevertheless, as a gesture of our sincerity, Orbitz would like to offer you a $USD future travel voucher on your next prepaid Orbitz.com airline, hotel or vacation package booking or we will allow the voucher to be redeemed towards the exchange under Orbitz record locator [redacted] Our 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 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 until March 1, Mr [redacted] , we appreciate your business, and we hope you will provide us with a future opportunity to serve you with your travel planning needs Sincerely, [redacted] Orbitz Customer Relations

May 16, 2016 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 BBB 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] (BBB case number [redacted] ) regarding car rental reservations. We understand the customer is requesting a refund for $43.00 for the Best Price Guarantee. Our records indicate that on April 21, 2016, the customer self-booked flight reservations – itinerary [redacted] – using the self-service tool on the Orbitz website. Travel is on [redacted] Airlines, departing May 19, 2016, from Orlando, Florida to San Francisco, California, returning May 24, 2016, for one passenger. Upon further research, we were able to confirm that on April 28, 2016, Orbitz processed a refund in the amount of $43.00 back to the customer’s original form of payment for the Best Price Guarantee. The amount of time it takes to receive a refund will depend upon how quickly Ms. [redacted] ’s credit card company takes to process 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 3 Customer Service