Orbitz

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

April 11, Revdex.com Central Ontario Complaint Department Re: Orbitz Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Orbitz.com 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, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz.com is responding to the consumer complaint from [redacted] (Revdex.com complaint [redacted] ) regarding a complaint about what she claims is a scamUpon researching the customer’s complaint, we were unable to find any itinerary related to the accountThe email address provided is also not linked to any account for our line of businessFor quicker assistance Ms [redacted] may wish to contact Orbitz by phone to speak to a supervisor and provide the email address so they may look up her accountWe 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] Orbitz Customer Support

Complaint: [redacted] I am rejecting this response because: As suggested by Orbitz, I did try to reach the Airlines directly and also posted my feedback on their website, however received no response from themMy review/feedback was also deleted by the airlines from their websiteAfter receiving such a poor service from Orbitz and the airlines, I don't think I will be making any reservations in future via Orbitz so using $credit for any future booking does not make any sense Sincerely, [redacted] ***

April 6, 2017Revdex.comComplaint Department – OrbitzRe: Orbitz Case # [redacted] Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret to hear Ms [redacted] did not accept our response and/or resolution offered.After further researching the customer’s account we are unable to change the status of the itineraryIt is disheartening when our clients feel that we have not met the standards to which we hold our organization as we attempt to provide the most efficient, quality service availableWe would like to apologize for the inconvenience you have experienced, and our regrets that we are unable to offer you a more satisfactory solution to this problemAs previously advised, we suggest that Ms [redacted] reach out to All [redacted] Airways’ hour customer service and request a boarding certificate to be mailed to herPlease use the information below to contact All [redacted] Airways.Customer Service Number: [redacted] Ticket Number: [redacted] We thank you for allowing us to address this matter furtherIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] Tier Customer Service

Initial Business Response / [redacted] (1000, 5, 2015/08/10) */ Dear Mr [redacted] The Revdex.com has shared your recent correspondence pertaining to your Orbitz Visa credit card application, and not receiving your temporary card number to use immediatelyI appreciate the opportunity to review your account and respond to your concerns When an Orbitz Visa Card application is processed, [redacted] Bank will review the application, and a temporary card may be issuedThe application is forwarded to [redacted] Bank directly, and a temporary card is issued at their discretionThose applications are not received nor reviewed here at Orbitz I have reviewed your account under the email address of [redacted] @aol.com, and I am not showing any new hotel rooms confirmedIf you have concerns regarding not receiving your temporary card number, these questions would have to be directed to the bank directly Mr [redacted] we certainly apologize for any inconvenience you have encounteredWe do appreciate your business, and hope that we have a future opportunity to serve you Sincerely, [redacted] Orbitz Customer Relations Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) The orbitz card is their branded card not only that is is advertised on THEIR site and you apply from a link on THEIR siteThey must assume some responsibility for things they link post or add to their site [redacted] bank refers me to orbitz and now vice versa when does it end? If this is how both do business they should not be in business.The reason you dont show new bookings is because I will not book for a price higher than what was stated because thats not my faultI want teh price as was stated Final Consumer Response / [redacted] (4200, 11, 2015/08/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I stated before this is bad business one blames the other and no one acepts responsibilityThe credit card is advertised through orbiz website it doesnt matter if another company sells it they are the ones advertising it and its branded with the name orbitz I was booking rooms and I only am offered dollars? what does that do, they should take a proper discount off of each room Final Business Response / [redacted] (4000, 9, 2015/08/12) */ Dear Mr [redacted] Thank you for your follresponse, and I appreciate the opportunity to review your account and respond to your concerns Please know that when applying for an Orbitz Visa Card, we do not see the financial information entered, and do not make the decision on whether an application is approved or deniedIf you do not receive a temporary card depends on the bank directly Mr [redacted] as a travel agency, Orbitz does not charge you directly for airline reservationsPrices are based on availability, and we are unable to offer a fare that is no longer availableNevertheless, due to your disappointment and 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 bookingOur voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needs Here are the instructions for the future travel voucher: When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [redacted] Please reference case number 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 August 12, 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

Initial Business Response / [redacted] (1000, 5, 2014/04/21) */ Dear Mr[redacted] The Revdex.com has shared your recent correspondence pertaining to the charge in order to maintain the seats selected during your booking processI appreciate the opportunity to review your account and respond to your concerns Many airlines do charge a fee, require a full fare refundable ticket or elite frequent flyer status in order to option certain seating assignmentsTo alert our customers of this, those seats are flagged with a starUpon reviewing your booking process, I do show that priority seating was chosenThere were still seats available at no cost at this time; however, they were not chosenI have attached a screen shot of your booking process on how this was displayed Mr[redacted] we certainly apologize if there was any confusion, but we would not be able to offer a refund for the seat chargesI have also reviewed the seating assignments still available, and most flights do have seats available together that would not incur a chargeYou would need to contact Delta directly if you prefer not to pay the fee for preferred seatingIf you have any further question, please feel free to let me knowWe do appreciate your business, and hope that we have a future opportunity to serve you Sincerely, [redacted] Orbitz Customer Relations Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/04/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I contacted delta and they said they do not have seats available that are together unless we pay the extra feeAlso why weren't we notified the seats weren't available after we had selected them Final Business Response / [redacted] (4000, 13, 2014/04/25) */ Dear Mr[redacted] Thank you for your follresponse, and I appreciate the opportunity to address your concerns When reserving seating assignments via Orbitz, a request is forwarded to Delta for the seats chosen, and as long as they are open seats in non-charge areas, they will be approvedExit row seating and charge seating areas are stared, and the rules for choosing these seats are providedI have reviewed your booking process via our website logs, and show that this information was properly provided Mr[redacted] we certainly regret your disappointing experience, but we are unable to refund you for the fees charged due to your seating requests Sincerely, [redacted] Orbitz Customer Relations Final Consumer Response / [redacted] (4200, 11, 2014/04/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I like I tried explaining to you I have already called delta and they informed me that your company is not authorized to give seats so every seat we chose we weren't not going to getWhen we chose our seats through orbitz all it said is that this seat is in an emergency exit are you can able of performing the duties required to sit in these seats which we were able toYou falsely advertised that our flight would cost and in reality we had to pay over 1,This is absolutely ridiculousYou should honor your price you said

Dear [redacted] , The Revdex.com has shared with us your correspondence regarding your recent experience with OrbitzIt is my understanding you are requesting a refund for your reservation to Boston with Orbitz booking number [redacted] I appreciate the opportunity to review your account and respond to your concernsOn behalf of Orbitz, I would like to apologize for any frustration this has caused youAfter further research we have confirmed when you contacted Orbitz on February 11, 2016, to inquire about making a changes or cancellation to your flight reservation the agent you spoke with an agent who advised that you would be able to change or cancel your flightUnfortunately, per the fare rules placed on the reservation by Delta Airlines no changes or cancellations were allowed; therefore, the information provided to you by our agent was incorrectPlease know as you were provided incorrect information Orbitz has processed a refund in the amount of $for the reservation, back to the original form of paymentThe amount of time it takes to process a refund depends on how quickly your credit card company takes to process refunds [redacted] , we appreciate your business and hope you will continue to use Orbitz in the future for your travel needsSincerely, [redacted] Orbitz Customer Relations Chicago, IL

Complaint: [redacted] I am rejecting this response because:There must be a terrible mistake and complete misunderstandingI never called a second time to relocate to another hotel, and neither spoke to any supervisorI did however as previously mentioned I was promised by one of your collegues that a complete refund will be processed and the only thing I had to do was call and cancelI did exactly what was instructedSadly I cant provide you with requested documents due to the fact that it will be embarrasing and humilitaing to have to bother a hurting family for such records in which we are all still sadden by the deathI did what the representative instructed me to do and I learned at a later time that I was lied toThis is not fair, I deeply asked that my case be reviewed in good faith due to the situation My family and I are in and currently livingI would appriciate your cooperation in this matter and help me with refunding back in full for the services never used and respectfully understand the situation I am inI need help with all the added funeral and misc expenses encountered due to this unforseen incidentAgain your kindness, understanding and goodnfaith intentions will be greatly appriciated deeplyI have never been in such situation like this one, it is very confusing and difficult Sincerely, [redacted]

May 23, 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 hotel reservationWe understand from Ms [redacted] complaint she is requesting a refund of the unutilized hotel reservationOn May 23, 2016, we attempted to contact Ms [redacted] to acknowledge receipt of the Revdex.com complaint but were unable to reach the customer.Our records indicate on May 2, the customer self-booked a hotel reservation for two travelers using Orbitz.comThe customer purchased a three night hotel reservation at The [redacted] , checking in on May 13, 2016, and checking out on May 16, 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 providersBased on the hotel cancelation policy agreed upon when booking the reservation, “The room type and rate selected are non-refundableShould you change or cancel this reservation for any reason, your payment will not be refundedCancellations or changes made after cheare subject to a hotel fee equal to 100% of the total amount paid for the reservation.”We are able to confirm that this issue was resolved as of May 4, when the customer called Orbitz to cancel the hotel reservationSince Orbitz is a third-party intermediary, we had to contact the property manager to request a refund of the reservationUpon authorization from the hotel manager our agent was able to cancel and refund the customers reservation during the call.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 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 and hotel vacation package reservationsWe understand the customer is requesting a full refund Our records indicate on March 7, 2016, the customer contacted Orbitz to book flight and hotel vacation packages – itinerary numbers – [redacted] , [redacted] , and [redacted] Travel was on [redacted] Airlines, departing June 23, 2016, from Philadelphia, Pennsylvania to Punta Cana, Dominican Republic, returning June 28, 2016, for a total of nine passengersHotel accommodations were at the Grand Bahia Principe Punta Cana – All Inclusive, checking in June 23, 2016, for five nights, for a total of three roomsThe total amount for all three bookings was $9,Upon further research, we were able to confirm that the customer contacted Orbitz on March 7, 2016, void their flight reservations, as they stated there was a discrepancy with the booking priceAt that time, the assisting representative canceled the customer’s three vacations package itineraries and processed a refund in the amount of $4,On March 8, 2016, Orbitz processed a refund for the outstanding amount of $4,back to the customer’s original form of paymentThe amount of time it takes to process a refund depends on how quickly the customer’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 needsIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] Tier Customer Service