Orbitz

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

In December I reserved a vehicle in Guatemala with [redacted] through Orbitz I had to pickup the vehicle before, and asked if this was going to affect my reservation They told me that it could be cancel no-hassle at all I even returned the vehicle earlier because the insurance was forced to be bought and it was about double of the priced of the daily rental I was over charged $and had to pay an insurance that I did not used "for the days I cancelled"!? I reported the issue to Orbitz and they just point me to [redacted] The [redacted] , point me to their Guatemalan branch In here, Mr [redacted] , the [redacted] owner, assured me that a partial payment was going to be reimbursed It's been many emails and promises I had no received any money back and now they, from [redacted] in Guatemala are not answering my emails or my phone calls

June 27, 2016Revdex.comComplaint Department – Orbitz Re: 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 Tiffany [redacted] (Revdex.com case number 11495248) regarding a package reservationWe understand from the customers complaint she is requesting a refund to use her flight credit.Our records indicate on April 4, the customer called customer service and purchased a package reservation for four travelersThe customer purchased a seven night hotel reservation at ME Cancun - Complete ME All Inclusive, checking in on July 26, 2016, and checking out on August 2, The customers round trip flights were operated by [redacted] Airlines, departing from Richmond, VA to Cancun on July 26, 2016, and returning on August 2, 2016.On June 7, the customer called Orbitz in regards to canceling the package reservation after being notified that the hotel is under reconstructionAs Orbitz was unaware of this reconstruction an agent called the hotel to verify the informationUpon speaking to the front desk agent at the hotel we were advised the hotel would be closed due to renovationsAs Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines we obtain all of the information directly from the vendorsDuring the call our agent was able to fully refund the hotel reservationAlso during the call Ms [redacted] was advised she would retain an airline credit with [redacted] Airlines, in the amount of $per passenger.We would like to apologize for the inconvenience Ms [redacted] has experienced, and that our regrets that we are unable to offer Ms [redacted] 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 providersBased on [redacted] Airlines fare rules the customer agreed to at the time of booking, the tickets were non-refundable and non-changeable.As an effort to advocate on the customers behalf Orbitz contacted [redacted] Airlines and was advised that the customer is able to utilize the credit for the unutilized flights for each passenger but due to the circumstances they are not able to waive any change fees that may be associated with using the remaining creditUnfortunately, Orbitz is not authorized to refund this reservation in full.Since 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, the tickets were non-refundable with a change penalty fee of $per passenger would be chargedIn addition, the customer would be responsible for any difference in fareMs [redacted] flight credit validity states, that travel must commence within one year from the original ticketing date of April 16, 2015.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

Dear Ms**, 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 concernsAt 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 reservationMs**, please know that we have reviewed the call recording of your exchange processUpon 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 $per person, and a total charge of $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 chargeMs**, 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

Complaint: [redacted] I am rejecting this response because:I do not plan to book tickets through Orbitz again, therefore, this coupon is useless to meYou can take it back.A few friendly suggestions: It would be best to teach employees that once a problem like this arises they should try to fix it all the way, not just on one out of three flightsAlso, if such errors occur frequently with Orbitz maybe the emails should not contain the words: CONFIRMED next to each flight and "No need to call us"My mother did not miss the flight due to flight delays as they say but due to her not being on the list of passengers.Thank you for trying to make things right Sincerely, [redacted] ***

June 2, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O- [redacted] Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] ***We regret to hear Mrs [redacted] did not accept our response and/or resolution offered.As previously advised, On May 17, [redacted] Services S.A advised Orbitz that they will not be able to refund the customers reservationDue to this we are unable to refund Ms [redacted] shuttle reservation.We sincerely apologize about the frustration and inconveniences that this has caused but must abide by the cancelation policies that were provided by [redacted] ServicesWe are not trying to discharge ourselves from any responsibility; we only want to convey that we were able to provide Ms [redacted] with the necessary information related to her shuttle purchase before our system asked her to complete the reservation online.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

Initial Business Response / [redacted] (1000, 5, 2015/05/27) */ Dear Ms [redacted] The Revdex.com has shared your recent correspondence pertaining to your travel segments being cancelled and changedAlso, your correspondence mentioned that you did not receive a $Orbitz Future Travel VoucherOn behalf of Orbitz, I apologize for any confusion, and appreciate the opportunity to review your account and respond to your concerns I have reviewed your reservation history to better understand the nature of your concernsUpon reviewing your account, our records show the reservation request for travel on May 4, 2015; however, we were unable to confirm this reservation and tickets were not issuedThe booking was cancelled on February 26, at 305A, and an email notification regarding the flight cancellation information was forwarded to your email on file at [redacted] @hotmail.com Regarding your Male reservation concerns; we do show that there were airline imposed schedule changes that affected your travel timesAt Orbitz, we understand the importance of notifying our customers of any changes that occur to your flight as quickly as possibleHowever, airlines can change or cancel flights with little or no noticeWe certainly regret that you did not receive your notification on the initial change; however, there were subsequent time changes made very close to your departure dateWe made every effort to contact you via email and by phone with the changes during your travelsAn email was sent to you on May 16, at 103P to [redacted] @hotmail.com with the latest schedule change because we could not reach you by phoneIt is recommended that all customers reconfirm their flights with the airlines hours prior to departure for any last minute changes they may have Please know that the Orbitz Future Travel Voucher in question was also sent to the email address of [redacted] @hotmail.com, on May 7, at 1016AThis email included the instructions to redeem your voucher along with your voucher case number of XXXXXXXYour voucher is good to use until May 7, We are unable to offer you a refund for the error for your trip itinerary; however, as a gesture of our sincerity, Orbitz would like to increase our previous offer of a 50USD voucher to a 150.00USD future travel voucher on your next prepaid Orbitz.com hotel or vacation package 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] @Orbitz.comPlease reference case number XXXXXXX 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 until May 7, MsFlakes, we appreciate your business and we hope you will provide us with a future opportunity to serve your with your travel planning needs Sincerely, [redacted] Orbitz Customer Relations Chicago, IL Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) While I do appreciate Orbitz' sincerity in the gesture of increasing the reimbursement, I do feel that more should have been done to contact meI show no record of a telephone call from OrbitzI have no voicemails from the agency, and was on travel from May - June 4, so any phone calls would have gone directly to voicemail, and I would have responded to voicemails, as I was checking them dailyI will also go through and look for the emails sent - as indicated by the dates given - but upon previous searches, I have seen no such emails My greatest concern regarding this complaint was that (per the airline) the cancellation was made days prior to the flight departure to MaleIt would seem that days prior to departure, one would think there would be sufficient tiime to have been contacted by someoneI didn't leave the U.Suntil May 4th; departure for Male was scheduled for May 18th, which means a cancellation days prior (on April 4th) would've given Orbitz @ least days to reach me prior to my leaving the U.S Nevertheless, I would like to thank Orbitz for there gesture of goodwillI have used the company on many occasions, and will continue to use themI just think that somebody dropped the ball in this one instance, and things do happen in every business operation I look forward to a continued healthy customer relationship ***

Initial Business Response / [redacted] (1000, 5, 2014/08/06) */ Dear Ms[redacted] The Revdex.com has shared your recent correspondence pertaining to the schedule change for your current tripI appreciate the opportunity to review your account and respond to your concerns From your complaint, you booked a ticket on April 19, for travel on July 14, After the booking was made, the airline, [redacted] , initiated a schedule change, which you were not notifiedYou feel that Orbitz as a travel agency should notify customers of these types of changes to avoid the circumstances which you have been presented withFurthermore; your perception of Orbitz has become discontented due to the service you have received Ms[redacted] I do understand your frustration in this matter as you in good faith booked a trip, confirmed all the necessary flight times, only to have changes made to your booking which you did not requestTravel can be a hectic experience, and Orbitz does try to meet the expectations of our customers with current prices along with terms and conditions associated with ticket bookings Orbitz did receive a notification from the carrier on July 17, 2014; this was for the return portion on July 29, The carrier, [redacted] , along with carriers in general, has established specific procedures for re-accommodationsOrbitz, as with every travel company, works in conjunction with the carrier, to assist with the best possible alternatives We understand your dissatisfaction; however, carriers reserve the right to change their flight schedules at any time, with or without noticeDuring the booking process, Orbitz presents and customers must agree to the airline fare rules and Ticket Terms and ConditionsThis policy is consistent throughout the airline industry, and the same rules would apply if you had booked the ticket directly from the airline or another travel agency If the schedule change occurs during the same day; Orbitz accepts the changes without customer inputAlthough the schedule change is viewable in your itinerary history, your reservation did not fall into the proper queue for attentionWhatever the problem, we acknowledge a mistake was made, and we regret failing to meet your expectations On your behalf, I have contacted the airline, [redacted] , to verify the concern; according to the airline, the ticket was exchanged by [redacted] Unfortunately, once an airline takes control over the tickets, Orbitz is unable to view or investigate the internal airlines' changes Regrettably, as the entire ticket was used; Orbitz is unable to refund a used ticket In the appreciation for your continued business and support, Orbitz would like to offer you a $future travel voucher on your next Orbitz.com bookingOur designated travel voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needs When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [redacted] @Orbitz.comPlease reference case number XXXXXXX and my letter offering the $future travel 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 August 6, We take our customers' comments very seriously, and I thank you for your honest feedback Ms[redacted] we regret any misunderstanding this may have causedWe appreciate your business, and we hope you will provide us with a future opportunity to restore your confidence in our products and services Sincerely, [redacted] Orbitz Customer Relations Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/08/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you [redacted] for your quick responseI do understand that Orbitz stands at a very difficult position to provide great serviceIt's unfortunate that I purchase a ticket and Orbitz to relinquish all rights to the airlinesWhich obviously do not hold themselves to the same standard of serviceYou stated in your response that a refund was not possible because the full amount was used, but in actuality [redacted] said they used the rest of my fund (Mexico to Costa Rica, and Costa Rica to SFO) and pay an extra $to fly to Cancun??? I checked online, it's $just to fly round tripI pretty much forfeited my whole trip (because they told me I lost it all if I didn't fly any part of the trip!) and paid more to deal with this situationOverall, I am very dissatisfied with this whole processThis has happened twice with my online flight purchase from OrbitzI hope we can come to a better compromiseHoping to hear back from you soonThank you, [redacted] Final Business Response / [redacted] (4000, 9, 2014/08/13) */ Dear Mr[redacted] Thank you for your detailed follow up e-mailI am sorry you are disappointed with my previous response and regret your perception that it was not empathetic to your circumstances As I understand, the exchanged ticket directly with [redacted] should not have used the entire amount of the ticket; the actual fare is less than the amount charged When the tickets were, at your request, exchanged, [redacted] processed the exchange, including the collection of all fees and or additional costs per the mandated airline policies As Orbitz did not exchange the ticket, we have no control over the fees and or additional costsThese costs are verbally presented to you directly with the airlines' staff Due to your circumstances, I will surrender the $voucher as a credit to the card ending in 1694, which is the card used for the ticket purchaseThe designated travel voucher, along with the surrender to a credit, was meant to emphasize our commitment to you, for your circumstance, we hope that you will accept our offer in the spirit in which it is intended This will process today August 13, Please allow 3-days for the credit to appear on your statement This, however, is all the compensation which Orbitz will offer Mr[redacted] thank you for allowing me to assist you in this matterAgain, I do apologize for the error and your continued frustration Sincerely, [redacted] Orbitz Customer Relations Final Consumer Response / [redacted] (4200, 11, 2014/08/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) To clarify, it's Ms[redacted] and yes I'm continuously frustrated with the process and current serviceI would just expect more from Orbitz since I have done numerous business with your company and this flaw in the system has not seem to correct or work itself outIts very difficult for me when I do travel a lot to continuously be stranded at the airport due to the miscommunicationI really hope that Orbitz can work with their afflicted company to streamline this process for better customer service

January 17, 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 car reservationWe understand from Mr [redacted] complaint he requesting a refund of the $143.00.Our records indicate on December 22, the customer self-booked a car reservation with OrbitzThe customer reserved a Special Vehicle with [redacted] Rent A CarThe car is due to be picked up on December 24, 2016, in Halifax Nova Scotia and returned to the same location on December 25, 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 [redacted] Rent A Car was the merchant of record and the company that charged the customer’s credit card, we have to abide by their rules and regulations.On January 17, Orbitz contacted [redacted] Rent A Car to advocate on Mr [redacted] behalfThey advised that this matter was resolved on January 6, when a refund of $was issued.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

September 6, 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 compensation due to airline schedule changes.Our records indicate that between April 19, and April 21, the customer booked multiple flight reservations on [redacted] Southern AirlinesPer our documentation, [redacted] Southern Airlines initiated schedule changes to the customers flights.From time to time and for a variety of reasons, airlines issue schedule changesWe understand that these changes can be inconvenient, time consuming and not customer friendlyHowever, 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] Southern Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itineraryOrbitz has no control over when, or how often, airline initiated schedule changes occurOrbitz cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policiesOnly the airlines can make changes to flightsThese changes are not related to the type of ticket purchased or the company it was purchased fromAirlines rarely tell Orbitz why they make a changeSchedule changes are often due to routing adjustments, severe weather, or staffing or maintenance issuesTo ensure the customer still retains a flight and is able to get to their desired destination Orbitz must accept certain changes made by the airlinesAs these changes were initiated by the airlines we are unable to offer any compensation to Mr [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 us.Sincerely, [redacted] Tier Customer Service

November 15, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O-129326Dear 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 Henry [redacted] (Revdex.com case number 11813465) regarding a hotel reservationWe understand from Mr [redacted] ’s complaint he is unhappy about not receiving a discount on a recent reservationOur records indicate on September 5, the customer self-booked a package reservation for four travelersThe customer purchased a seven night hotel reservation at [redacted] Resort & Spa Los Cabos, checking in on November 21, 2017, and checking out on November 28, The customers flights were operated by American Airlines, departing from Phoenix, AZ to San Jose del Cabo on November 21, and returning on November 28, 2017.We understand that Mr [redacted] claims there was a site error causing the hotel to be changed from the Riu Santa Fe All Inclusive to the [redacted] Resort & Spa Los CabosAfter further research the customers confirmation email was sent on September 5, at 9:AMThe email was first opened and reviewed on September 6, at 7:AM.Our records reflect that the customer first called on November 5, to cancel his hotel reservationAs the flights that the customer purchased was non-refundable the customer chose not to cancel his flight reservationDue to the inconveniences the assisting agent issued Mr [redacted] a $voucher to use on a future reservationAt this time no further compensation is able to be provided.If you have any further questions or concerns regarding this matter, please feel free to contact usSincerely,Hayden [redacted] Tier Customer Service

March 29, Revdex.com Complaint Department - Orbitz 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 hotel reservationsWe understand the customer is a refund a refund for her canceled hotel reservations Our records indicate on February 26, 2016, the customer booked hotel reservations – itinerary [redacted] Hotel accommodations were at the [redacted] , checking in March 10, 2016, for two nights Upon further research, we were able to confirm February 29, 2016, the customer contacted Orbitz to cancel their hotel reservationsThe terms and conditions agreed to by the customer stated the reservations were non-refundableAs such, Orbitz advocated on the behalf of the customer with the hotel, who advised they will not charge the customer for the hotel reservations On March 22, 2016, the customer contacted Orbitz regarding the status of the refundAt that time Orbitz contacted the [redacted] , who advised that the refund had been processed back to the customer’s original form of payment The amount of time it takes for the customer to receive a refund depends on the length of time it takes the vendor and their credit company to process refunds Orbitz serves as a third party agency for travel providers such as hotels, car rental agencies, and airlines; as such we must abide by and enforce the terms and conditions set forth by vendorsAs the [redacted] is the merchant of record i.ethe company who charges the customer’s credit card, Orbitz is subject to the rules and restrictions of the vendors whose services we sellWe act only as an agent for their product and do not have the authority to override their refund processes or timing 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