Orbitz

Dear Mr [redacted] , The Revdex.com has shared your recent correspondence pertaining to the airline imposed schedule changes that occurred to your flight, and your refund request I appreciate the opportunity to review your account and respond to your concernsAt Orbitz, we certainly understand the frustration that an airline imposed schedule change can cause When a change occurs, we make every effort to accommodate our customers to their satisfaction Airline schedule changes are not in the control of Orbitz, and as a travel agency, we must abide by the airlines rules when re-accommodating a customerUpon reviewing Orbitz record locator [redacted] , I show that your original departure time on [redacted] was originally scheduled to depart at 12:59P with a connection via Cincinnati [redacted] Airlines did process a change in schedule to [redacted] departing at 12:32P with a connection via Detroit While I recognize your disappointment and regret any inconvenience this may have caused, the airlines reserve the right to change their 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 Conditions I have copied a portion of the terms below: Air transportation, whether it is domestic or international (including domestic portions of international journeys), is subject to the individual terms of the transporting air carriers, which are herein incorporated by reference and made part of the contract of carriage Times shown in timetables or elsewhere are not guaranteed and form no part of this contractCarrier may without notice substitute alternate carriers or aircraft, and may alter or omit stopping places shown on the ticket in case of necessitySchedules are subject to change without noticeMr [redacted] , please understand your schedule change was initiated by [redacted] Airlines, and they reserve the right to change their flight schedules at any time As the change that occurred to your departure time was only minutes, this would not fall under a change where a refund would be authorized Nevertheless, we have contacted [redacted] Airlines twice on your behalf, but the request was denied with each call We certainly understand your disappointment, but the change that occurred is considered minor and does not qualify for a refund Thank you again for the opportunity to address your concernsSincerely, [redacted] Orbitz Customer Relations Tell us why here

July 13, 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 flight reservationWe understand from Mr [redacted] complaint he is requesting a refund for his unutilized ticket.Our records indicate on June 23, the customer self-booked a one-way flight reservation using Orbitz.com for one travelerThe flight reservation was operated by Air China, with flights from Seoul Incheon to Washington Dulles departing on June 24, 2016.We can confirm that Mr [redacted] contacted Orbitz on June 24, regarding canceling his flightDuring that call the agent was able to successfully cancel the customers flights Since the flights were successfully voided within hours of purchase, the authorization of $should have been released back to the customers cardThese authorizations typically release within 24-hoursWe recommend that Mr [redacted] contact his bank for more information regarding these authorizations and timeframes for their release.It 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 availableWe would like Mr [redacted] to know that every reservation is important to us and our main goal is to provide a smooth and pleasant experience to our membersWe appreciate his thoughtful comments as we rely on customers like Mr [redacted] to provide us with the information we need to continue improving our services.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 usSincerely, [redacted] Tier Customer Service

March 29, 2017 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 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 complaint [redacted] ) regarding the customer service issue and refund request. Our records show on January 29, 2017, Mr. [redacted] self-booked an Orbitz.com flight reservation via booking number [redacted] in the amount of $1,064.09. We understand from Mr. [redacted] ’s complaint, he called to change his return flight and after no resolution and poor service given by Orbitz’s customer support, he had to complete the change with the airline directly. The customer is requesting a full refund due to Orbitz’s failed deliver of service. Upon researching the customer’s complaint, we can confirm on March 17, 2017, when Mr. [redacted] brought this matter to our attention, an Orbitz customer service supervisor provided the customer with the available rates and availability for his change request but Mr. [redacted] did not agree with the options provided and requested for the flight ticket to be released in order for him to change it directly with the airline. Further research show, the available options provide to Mr. [redacted] were received from the airline and any change request to a partially flown flight is governed by the airline’s fare rules. Orbitz do not own or operate any airlines, nor do we set any fare rules. Furthermore, Orbitz did not process any charges to Mr. [redacted] ’s credit card since this was a reservation paid directly to the airline. Orbitz’s acts only as a third party intermediary for airlines, hotels and cruises and must abide by the availability and fare rules set by that particular vendor. Based on the information provided above, we are unable to honor Mr. [redacted] request for a refund. 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

Dear ***,The RevDex.com has shared your recent correspondence with Orbitz so that we may assist you furtherIt is my understanding that you are upset because you feel you were given incorrect information about the fare rules on your ticketI appreciate the opportunity to review and respond to youOn behalf of Orbitz, I apologize for the disappointing experience and the frustration this caused you.After reviewing your reservation, I do show per the terms and conditions placed on this ticket by [redacted] Airlines; this reservation is non-refundableAccording to my research, the booking was made privately, meaning there was no assistance from a telesales representative to book the ticket over the phoneDuring the booking process before you agreed to purchase your reservation, the following was presented to you: By clicking "Agree and Book," you acknowledge that: You will be charged '$USD' View DetailsThe trip cost includes your selected products/services and any applicable feesSome charges may appear separately on your credit card statementYou agree to the airline's ticket terms and conditionsChanges to this ticket, if permitted, will incur change feesYou agree to the fare rules and restrictions applicable for this fareBaggage fees are NOT charged at bookingYou have read and agree to the booking terms and conditions which incorporate the privacy policyIf you had selected the links that are underlined, you would have been informed of the fees to make a change, and it states this ticket was non-refundableWhen you agree and book, you acknowledged you had read all of this informationRegrettably, Orbitz is not in a position to issue you a refund for a non-refundable ticket, or waive the change fees that the airlines charge.Also, I have checked the contact history on your Orbitz account, and found that no agent has accessed your account since the reservation was bookedIf you called and did speak with an agent, it seems they were giving you general information, as they did not access your accountThese tickets are non-refundable, and [redacted] has a $change fee plus any fare difference that may applyThis also means the penalty fees are more than the ticket valueYou were charged by, and the funds for the tickets went to [redacted] Airlines and not OrbitzThis can be verified by checking your credit card statementAs a travel agency; we do have to abide by the guidelines placed on the tickets by the carrier.***, thank you for allowing me to review this with you, and I wish we could offer a more favorable response We appreciate your business, and we hope to have an opportunity to serve you in the future with your travel needs.Sincerely, [redacted] Orbitz Customer RelationsChicago, IL

Dear Jack,The RevDex.com has shared your recent correspondence with Orbitz so that we may assist you furtherIt is my understanding that you were denied boarding due to a system error with Turkish AirlineYou are requesting a refund for your ticketI appreciate the opportunity to review your account, and respond to your concernsOn behalf of Orbitz, I sincerely apologize for the disappointing experience, and the inconvenience this has causedI'm truly sorry about the difficulties you encounteredHowever, Orbitz has no control/oversight of airline irregular operations, flight delay or cancellationsWhen Orbitz learns of such issues, we advise our customers to notify the airline corporate offices directly of any complaint, so they can address the concernThat way, the airline has an opportunity to review the problem and make any necessary adjustments to their operation and/or serviceI do show the refund request was already submitted, and Turkish Airlines has provided file number 9516411, so you can foll with them directly on the status of the refundTheir phone number is 800-874-8875.Jack, thank you for allowing me to review this with youWe appreciate your business, and we hope to have an opportunity to serve you in the future with your travel needs.Sincerely,Jeanna [redacted] Orbitz Customer RelationsChicago, ILTell us why here

Dear Mr [redacted] The RevDex.com has shared your recent correspondence pertaining to nonrefundable tickets We certainly regret to hear of your disappointing experience, and appreciate the opportunity to review your account and respond to your concerns.I understand that you had tickets on United Airlines were requesting a refund due to court appearance On May 14, you contacted Orbitz Customer Service about cancelling your booking and were advised by Orbitz Customer Service your ticket is nonrefundable, and the fees involved to make changes At that time, you did not make any changes to your bookings On May 21, you cancelled your bookingThe tickets reserved were nonrefundable The nonrefundable rules apply, no matter how far in advance the booking is canceled Please understand that this is the airline rule no matter if your ticket was reserved via Orbitz, or with the airline directly The fare rules are given and must be agreed to prior to reserve your reservation, and as a travel agency, we are required to follow these rules as well Orbitz received your dispute in the form of a Pending Chargeback, and we defended it with the bank stating that the customer is responsibleWe have not heard back from the airline, whether the bank accepted or rejected the claim Mr [redacted] you will need to contact the airlines to check on status of your claim Mr [redacted] we regret to hear you were not able to travel, but we are unable to offer a refund of your ticket Orbitz is being charged in full by United Airlines due to the dispute Sincerely, Luisa [redacted] Orbitz Customer RelationsChicago, IL

Complaint: [redacted] I am rejecting this response because: [redacted] is not telling the truthI spoke to [redacted] CS Manager at [redacted] who informed me that [redacted] could make a change for a simple typo, but needed to be requested by OrbitzI could not make the request myselfI spent several hours with Orbitz corp agents in Las Vegas ( [redacted] , and several others, but they all refused to help) they even assigned me a case number (e- [redacted] ) and promised to follow up, but they never did!!! Sincerely, [redacted]

May 19, 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 flight reservationWe understand from Mr [redacted] complaint he is requesting a full refund of his flight reservationOn May 19, 2016, we contacted Mr [redacted] to acknowledge receipt of the Revdex.com complaint.Our records indicate on March 30, the customer self-booked a package reservation for three travelers using Orbitz websiteThe customer purchased three rooms for a two night stay at [redacted] Inn [redacted] Sky Harbor Airport, checking in on May 1, 2016, and checking out on May 3, The customers round trip flights were operated by [redacted] Airlines, departing from Asheville, NC to [redacted] , AZ on May 1, 2016, and returning on May 3, 2016.We are able to confirm that this issue was resolved as up May 2, when the customer called Orbitz to receive assistance refunding his unutilized ticketsAt that time the agent refunded the customers tickets in full totaling $1,The time it takes the refund to post to the customer’s account depends on the time it takes the Mr [redacted] credit card company to process refunds.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 usSincerely, [redacted] Tier Customer Service

Complaint: [redacted] I am rejecting this response because:Orbitz called me precisely one time from a blocked number while I was in a meeting at work and left no way to respond. There's ample evidence in my Orbitz account and in the history of this reservation that:- I called five times from April 6 through the end of the month to modify the reservation as provided under Orbitz and [redacted] policies and - Orbitz confirmed the change with me each time and - Orbitz charged me the change fee each time and- Orbitz emailed me 24 hours later each time to say that [redacted] had cancelled the flights, while the real problem (which I determined by calling [redacted] on three occasions) was that Orbitz had failed to transfer the credit to [redacted] and [redacted] had cancelled my itinerary as a result. Orbitz has all the information it needs, and it has made almost no attempt to contact me, let alone to resolve this. Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: A better offer of compensation should be offered or let the dollar coupon be applicable to a car rental as well as a hotel Sincerely, [redacted]

Dear Mr***, The Revdex.com has advised us of a complaint that you have made regarding an issue you experienced, when attempting to book a ticketMy understanding is that on October 8th between 9-10pm central time, you attempted to book roundtrip tickets from DFW to CancunYou were booking [redacted] for the outbound flight and [redacted] for the return flightThe total quoted for both tickets was $You proceeded to the check out page, saw the [redacted] symbol and ***The page jumped back at that point, and you received an error message stating "your request could not be processed please try again later." You refreshed the page, but the prices had not changedYou checked your My Trips, but nothing was showingYou also checked email, but had not received anythingYou attempted to book again and received the same resultsAfter that, your finance checked her bank statement, since it was her card that was being used It reflected two charges for [redacted] Airlines for $Your finance contacted [redacted] , who stated that the reservation had come through half way [redacted] advised they were waiting for Orbitz to finish the reservationsYou then contacted Orbitz Customer service, when you spoke with the first representative, they advised you that they needed to transfer youAt that point you received a dial tone, and then immediately called backYou called back and were advised they need to transfer you againYou asked for the number of the department you were being transferred to, which they gave youWhen they transferred you, again you received a dial toneWhen you tried reaching the number, you realized it was disconnectedYou called back again, and this agent stated again you needed to be transferredThis time the transfer was successfulYou finally were able to speak with someone and explain the issueThe agent advised there was nothing they could do but wait the 3-days for the money to be returnedYou told the agent you wanted to speak with a supervisorThey said no, you asked again, and the agent said that the supervisor was just going to tell you the same thingYou asked again to be transferred and finally spoke with a supervisor after waiting for one hour and twenty minutesThe only solution they offered was to rebook with them directly and wait for a refund for the original attempted purchaseThis person did offer you a $voucherSince you did not have the extra fund available, you could not proceed to bookThe next day, your fiancé had a conference call between herself, Orbitz, and [redacted] [redacted] advised it was put through so many times that it generated fraud alert On behalf of Orbitz, I apologize for the inconvenience and the disappointing experienceAll fares are determined directly by the airlines and can be updated at any timeUnfortunately, fares are not guaranteed until they are ticketedOrbitz is not able to restore a fare once it is sold out or discontinued by the airlineAirfares and availability change throughout the day, based on demand for the flight and the airlines' right to change them at any timeOrbitz monitors these changes closely and makes every effort to keep our fare displays as current as possible Orbitz, as with any travel agency, is required to apply the fares and fare rules in effect at the exact moment of your bookingUnfortunately, fares can change very rapidly as the carriers continually adjust their flight loads, especially during peak travel times Mr***, please be advised that we appreciate you businessAs a gesture of goodwill, I have deposited $Orbucks into your Orbitz accountThese points will be valid for one year toward the purchase of hotel bookings on the siteThank you again for reaching out to us in this matterWe hope to have a future opportunity to serve your travel needs and restore your confidence in our products and services Sincerely, Steve Lennertz Orbitz Customer Relations

Initial Business Response / [redacted] (1000, 5, 2014/03/26) */ Dear [redacted] The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you furtherI understand you are upset due to the amount you were charged to change your reservation, and you would like a refundI appreciate the opportunity to review and respond to you Please know each airline provides us with the terms and conditions of their ticket which we must followPer the terms and conditions set for your flight by United Airlines, the ticket you confirmed was non-refundableTo change the reservation, you would incur the airline penalty fee of $200, an Orbitz fee of $plus any additional fareDuring the booking process, you are able to see in full the rules set in place by the airline for the specific ticket you have selectedUnder the Review Fare Rules, Terms and Conditions section of the booking process, it does state: "See an overview of all the rules and restrictions applicable for this fare." The rules and restrictions portion of the sentence is in blue, which when clicked on will take you to the complete rules of the ticket you have selectedYou must agree to the terms and conditions before you can complete the purchaseAlso, per the documentation in the record, the agent advised you of the fees to make the change, and you agreedOrbitz, as a travel agency, has to abide by the fare rules placed on the ticket by the carrierUnfortunately, we are unable to refund the fees incurred to change the reservation [redacted] I wish I could offer a more favorable response, but we do have to follow the airline rules and restrictions associated with your reservationIf you have any questions, please let me knowWe appreciate your business, and we hope to have an opportunity to serve you in the future Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

Initial Business Response / [redacted] (1000, 5, 2014/04/22) **(The consumer indicated he/she DID NOT accept the response from the business.)*We were told by Emil Dumitru that our deposit would be processed on April 10, Not any longerBut then when they wouldn't answer the phone the following emails were sent...**Dear Sir,Thank you for your email!please note it can take 5-working days for the money to show in your account as advised by the bank.*Thank you!Prime Management Client Services***-------- [redacted] original --------De la: [redacted] Date:11:(GMT+02:00) Ctre: [email protected] Subiect: Deposit Refund *We returned our rental car t you on April 10thWe were told that our deposit on the car would be cancelled that day and refunded on the same dayHere it is April 12th and our deposit of $along with the transaction fee of $has not be returned to usMy wife has tried calling your "Emergency Line" times from our home number leaving you a messageTo which you have not answered any of our callsRefund our deposit like you told us you were going to by April If you need to reach me I can be reached at or my cell phone at [redacted] Anthony [redacted] Final Business Response / [redacted] (4000, 9, 2014/04/23) **(The consumer indicated he/she ACCEPTED the response from the business.)*I would great appreciate the helpAs my attempts with working them have not been workingThey told me they processed it on the 15th of April which it still has not been to my accountThank you for the refund of I have emaisl as wellbut for some reason I can't get them to attach with this

March 21, Revdex.com Complaint Department – Orbitz 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] G [redacted] (Revdex.com case number [redacted] ) regarding a flight reservationWe understand from Ms [redacted] ’s complaint she is requesting a refundOn March 18, 2016, we contacted Ms [redacted] to acknowledge receipt of the Revdex.com complaint but were but were unable to reach the consumerOur records indicate on February 17, 2016, the customer self-booked a flight reservation on Orbitz.comThe flight reservation was operated by [redacted] Airlines and [redacted] Airlines Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providersAs a result, we strongly recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policies The customer booked two one-way ticket, both [redacted] Airlines and [redacted] Airlines were the merchant of records, and the companies that charged the customer’s credit cardWe hope you understand we have to abide by their rules and regulationsWe can confirm Ms [redacted] contacted us on February 17, 2016, as her flights on [redacted] Airlines were not confirmedThe customer wanted to cancel her flight reservationAs we had no other options available and [redacted] had not provided any information regarding confirming the flightsFor the [redacted] flights, the customer was directed to contact the airlinesBased on the fare rules agreed to at the time of booking, both [redacted] Airlines and [redacted] Airlines stated to change or cancel the reservation, the customer had to contact them directlyOrbitz is unable to handle any cancellations or changes for [redacted] Airlines or [redacted] AirlinesOn March 21, 2016, we advocated on the customer’s behalf and contacted [redacted] AirlinesWe were advised that the customers flights were not confirmed and charged until February 25, Our goal is to provide and or exceed excellent customer serviceWe apologize if the service received was less than satisfactoryAs Ms [redacted] was not given the opportunity to cancel the flights within hours of purchase Orbitz has agreed to refund the customer the total amount of the flight operated by [redacted] Airlines totaling $The time it takes the refund to post to the customer’s account depends on the time it takes the customer’s credit card company to process refundsWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] Tier Customer Service

August 7, Revdex.com Complaint Department - Orbitz Re: Orbitz Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] (Revdex.com complaint # [redacted] 5) We regret to hear Ms [redacted] did not accept our response and/or resolution offered Orbitz’s goal is to provide an exceptional customer experienceThe customer stated no coupon was found on account and is requesting a cash refund instead After further research we can confirm that Ms [redacted] account, where the original reservation was booked in, currently has a $coupon that expires on October 31, We can also confirm any promotion, discount or coupon Orbitz offer, whether is something found online or provided by one of our agents, does not cover taxes and fees regulated by the government Further research shows, Orbitz has advocated on Ms [redacted] behalf by requesting a refund from ***a [redacted] Airlines, which again, was denied Orbitz continues to stand by our original replyOrbitz did not process any charges to the customer’s credit card so is unable to process any refunds due to an airline initiated schedule change; therefore a refund or further compensation requested by Ms [redacted] cannot be provided 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

July 27, 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 Jesica [redacted] (Revdex.com case number [redacted] ) regarding a hotel reservationWe understand the customer is requesting a full refund of her hotel reservation.Our records indicate that on July 8, the customer self-booked a hotel reservation for two travelers using Orbitz.comThe customer purchased a two night hotel reservation at [redacted] by [redacted] Overland Park, checking in on July 8, 2016, and checking out on July 10, 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 cancellation and change policy agreed upon by Ms [redacted] at the time of purchase, Cancellations or changes made after cheare subject to a hotel fee equal to 100% of the total amount paid for the reservation.As an effort to advocate on Ms [redacted] behalf Orbitz reached out to the hotel managerAfter speaking to the manager he advised that the customer checked into the room at 4:23pm and reports of customers complaints started at 6:58pmWhen the hotel was made aware of the customers discrepancies the hotel offered to move Ms [redacted] and her family to an upgraded roomThe customer declined the offerAt that time the customer was made aware that no refund of the reservation is warranted and will not be providedWhen the customer left the hotel on July 8, management, the owners of the hotel and the head of housekeeping reviewed the room due to the amount of complaintsWhen reviewing the room they were able to determine that the customer fully used the bed and bathroomDue to the extensive use of the room the hotel is not authorizing a refund of the reservation.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted] Tier Customer Service

May 26, 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 Alissa [redacted] (Revdex.com case number [redacted] ) regarding a flight reservationWe understand from Ms [redacted] complaint she is requesting a partial refund of her flight reservationOn May 26, 2016, we contacted Ms [redacted] to acknowledge receipt of the Revdex.com complaint.Our records indicate on April 26, the customer self-booked a round trip flight reservation using Orbitz.com for one travelerThe flight reservation was operated by [redacted] Airlines, with flights departing on May 6, from Washington, DC to New York, NY and returning to May 8, 2016Orbitz 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] was the merchant of record and the company that charged the customer’s credit card, we have to abide by their rules and regulationsBased on the fare rules, 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 fare.We can confirm on May 4, 2016, Ms [redacted] contacted Orbitz stating she incorrectly booked her reservation and would like to change her return destinationDuring the call the agent advised the customer of [redacted] Airlines in regards to changing the ticketDue to the change fee and difference in fare the agent suggested that a more economical solution would be to purchase a new ticketThe customer thanked the agent then disconnected the call.As an effort to advocate on the customers behalf we contacted [redacted] Airlines on May 26, Orbitz was advised that due to the customer not utilizing her ticket she still retains creditMs [redacted] ‘s flight credit validity states, that travel must commence within one year from the original ticketing date of April 26, 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 usSincerely, [redacted] Tier Customer Service

October 16, 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 September 9, 2017, Mr [redacted] self-booked an Orbitz.com hotel reservation via booking number [redacted] in the amount of $We understand from Mr [redacted] complaint, the room type booked was not provided by the vendor and after contacting the hotel and Orbitz, no proper resolution was given and is now requesting a full refund Upon researching the customer’s complaint, we can confirm on October 2, 2017, when Mr [redacted] brought this matter to our attention, a refund for half of the amount of the reservation of $was provided to the customer We do regret any inconvenience he encountered with the hotel reservation booked on our websiteOrbitz has processed the remaining amount of $back to the original form of paymentAs a full refund has been given to the customer and the issue has been resolved to MrRoberts’ desired outcome, Orbitz considers this matter closed 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

March 24, Revdex.com Chicago and Norther Illinois Complaint DepartmentRE: 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 youOrbitz is responding to the consumer complaint from [redacted] *** (Revdex.com case number [redacted] regarding a packageWe understand [redacted] is requesting a refund.Our records show Lucia Sacco or a person authorized for her account booked via the Orbitz.com mobile site on December 18, 2017, for a package for two passengers including roundtrip flights with [redacted] Airlines on January 27, from Rochester to New Orleans, returning February 1, 2018, a Deluxe Room for two nights with the [redacted] Hotel, checking in on February 27, 2018, and shared roundtrip shuttle: New Orleans International Airport to Hotels in City Center, with a total cost of $1500.57.On January 20, our customer contacted us wanting to change travel start date to January 28, 2018, and still return February 1, The hotel and shuttle could be canceled and refunded in full, in the amount of $The flights had a value of $per airline ticket and were nonrefundableAccording to the fare rules of the tickets, the value could be used towards the purchase of new flights with [redacted] Airlines for a fee of $per ticket.Our customer was able to book a new package online while working with our agent and get package pricing for the new hotel reservation with [redacted] Hotel, and the new shuttle reservation, and added Vacation Waiver package protectionThe initial cost of the new package charged as $After a refund of $1071.12, the total cost paid for the hotel, shuttle and package protection was $735.76.The new flights requested on January 20, 2018, for January 28, to February 1, with [redacted] Airlines had a cost of $per ticket, with two passengersWhen the airline credits of $per passenger our customer had were applied to the flights they requested, there was still a balance due of $per passenger, plus the $change fee per passengerThe total cost of the exchange was $1076.80.Our customer called multiple times advising between all purchases and refunds for the two itineraries the total charges should be less than what was paid, and they didn’t agree to pay the additional fare cost of the new flightsMinus the administrative change fees of $400.00, the total value of the flights, hotel, shuttle, and insurance was $2109.76.On March 7, one of our supervisors refunded our customer the amount requested of $as goodwillOrbitz.com is a third-party vendor that offers travel products for sale from our vendorsThe prices of those items come from the vendors who sell them, and Orbitz.com is unable to set pricing for the vendors or override their pricesWe regret any misunderstanding during the changes that were made, and provided the refund requested as goodwillWe will be unable to provide compensation, or any further goodwill regarding this matter.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 usSincerely, [redacted] Corporate Customer Service

August 26, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted] Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding a flight reservationWe understand from the customers complaint he is requesting a refund of his flights.Our records indicate on July 27, the customer self-booked a flight reservation using Orbitz.com for three travelersThe flight reservation was operated by [redacted] Airlines, with flights from Phoenix, AZ to Chicago, IL departing on August 6, 2016.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providersAs a result, we strongly recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policiesThe customer booked one roundtrip ticket with [redacted] Airlines who was the merchant of record, and the companies that charged the customer’s credit cardWe hope you understand we have to abide by their rules and regulations.We can confirm Mr [redacted] contacted us on July 27, 2016, the customer requested the Orbitz agent to cancel his [redacted] Airlines ticketsBased on the fare rules agreed to at the time of booking, [redacted] Airlines flights stated to take any action on the reservation, the customer had to contact them directlyAs [redacted] Airlines tickets are non-cancellable and non-changeable we do not have access to the customers ticketsDue to this we advised the customer to contact [redacted] Airlines directly to make alterations to the ticketsAs the tickets Mr [redacted] purchased are non-refundable, we are unable to provide a refund of the reservation.We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] Tier Customer Service