Orbitz

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

Dear Mr [redacted] The Revdex.com has shared your recent correspondence pertaining to recent flight to Houston on December 22, I appreciate the opportunity to review your account and respond to your concernsI have reviewed your reservation history to better understand the nature of your concernsYou had an airline booking on Lan Airlines that included a connection However, you go on to say that you were not informed of customs’ requirements I apologize for any inconvenience this may have caused Please know at Orbitz, we do our best to support our customers and provide as much information as possible for their tripThere are many ways to share information with our customers about their journey and required entry documentsAlthough we will always try to improve the quality of information offered, we cannot and do not cover every situationMr [redacted] I do understand your frustration in this matterTravel can be a hectic experience, and Orbitz does try to meet the expectations of our customers with proper information and travel alertsAs a self-booking travel agency, many facets of an international itinerary, including customs requirements are left to the customer Ultimately, it is the traveler’s responsibility to confirm that all proper entry requirements for every leg of their trip, including transit cities, are met prior to their departureMr [redacted] due to your inconvenience, I have placed loyalty points in your accountThese are available for you to use immediately toward a prepaid qualifying hotel bookingMr [redacted] thank you for bringing this issue to our attentionOrbitz values your business, and we hope to have an opportunity to serve you in the future with your travel planning needsSincerely, Luisa [redacted] Orbitz Customer Relations Chicago, IL

July 18, 2016RevDex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted] Dear RevDex.com,Thank you for taking the time to contact Orbitz regarding an issue from our 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 Mark [redacted] (BBB case number [redacted] ) regarding a canceled reservation. We understand from Mr. [redacted] complaint he is requesting a refund for two canceled itineraries.Our records indicate on March 21, 2016 the customer self-booked a three night hotel reservation under itinerary [redacted] The reservation was at Riu Palace Cabo San Lucas All Inclusive, checking in on June 24, 2016, and checking out on June 27, 2016. This hotel reservation amounted to $730.80.On March 21, 2016 the customer utilized our online self-service tools to cancel his hotel reservation. Per the hotels cancellation and change policy, “Cancellations or changes made after 11:59 PM local hotel time, Tuesday, June 21, 2016 are subject to a hotel fee equal to 1 night(s) plus taxes and fees.” Due to the customer canceling the reservation prior to June 21, 2016 a full refund was automatically generated to Mr. [redacted] original form of payment.Our records reflect on March 27, 2016 the customer called self-booked a package reservation for one traveler under itinerary [redacted] The customer purchased a three night hotel reservation at Hotel [redacted] , checking in on June 24, 2016, and checking out on June 27, 2016. The customers flights were operated by [redacted] Airlines, departing from San Francisco, CA to San Jose, Mexico on June 24, 2016 and returning on June 27, 2016. The customer also purchased a Roundtrip for Hotels in Cabo San Lucas - Shared Shuttle: Los Cabos Airport (SJD) for June 24, 2016. This package was protected by an Orbitz Vacation Waiver. The entire package amounted to $771.89.On March 17, 2016 the customer called Orbitz in regards to canceling his package. After reviewing the cancellation and change policy for each item in the customers package and the terms and conditions of the customers insurance, the agent was able to fully refund the hotel and shuttle portion of package.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. Based on the [redacted] Airlines fare rules that the customer agreed to at the time of booking, the tickets were non-refundable with a change penalty fee of $200 per passenger would be charged if the tickets were to be reissued. In addition, the customer would be responsible for any difference in fare. Per the documentation the customer was advised that he would receive an airline credit with [redacted] Airlines. Please review the terms and conditions that were agreed to by Mr. [redacted] to at the time of booking below:• If you cancel your trip, you will receive a refund for all amounts paid, except for the cost of non-refundable air tickets. In most cases, the full amount of money paid for air travel will be returned in the form of a credit for future travel, subject to restrictions and limitations imposed by airlines. Airfare credits are typically limited for use by the named ticketed passenger, for use on the same airline, for a period of up to one year from the original ticketing date.We sincerely regret that we are unable to offer a more satisfactory response or resolution to Mr. [redacted] concern. At Orbitz we try as much as possible to provide not only excellent customer service but we also try to exceed what is expected of us. However we know that there are some instances when policies associated with the purchases made on our website cannot allow for a resolution that is more favorable to our customers. We are not trying to discharge ourselves from any responsibility; we only want to convey that we were able to provide Mr. [redacted] with the necessary information related to his flight purchase before our system asked Mr. [redacted] to complete the reservation online.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted] Tier 3 Customer Service

I have been booking tickets with orbitz.com for many yearslast month, I booked our Christmas vacation - flights and rental car - since I noticed cars were disappearing fast at the location we wanted to rent from, and prices going up, up, upI booked everything, paid and that was that, or so I thoughtLast night (Oct 2), I received an email from orbitz.com telling me my flights have been changed, and I received my new itineraryI then realized I needed to change my rental car pickup and drop off times, no problemI called [redacted] the following day, gave them my reservation number only to be told they, [redacted] could not make changes to the times because I booked the car through a third party vendorOK, it's a pain, but I'll call orbitz,com I think, so I didThe first gentleman I spoke to told me first I needed to call [redacted] to make this change, so I explained that I had just called [redacted] and they told me t contact orbitzThen he told me he could not change the times because I paid my money alreadyWhat!!?? I asked for a supervisorThen he told me I could just cancel my existing reservation and book a new carWell, I had to tell him the reason why I booked so earlya nd that I didn't think I would get the same rate for my car, especially since it would not be booked together with anything else, would orbitz make up the difference? He didn't know if this could be done and I told him I would do nothing of the kind, I wanted to keep my reservation at the rate that I had paid, not a penny moreWhy do I need to be penalized for changes I did not make? why is it so difficult to change the pickup/drop off time for a rental car???? I asked for a supervisor again and finally got one on the phoneGive the supervisor her due, she was a bit more sympathetic to my situation, and agreed to make up the difference on my rental car that would need to be booked outright on ts own The difference of $I am so glad I did not listen to the gentleman the first time around, or I would have been out of pocket another $and for what???? Orbitz.com customers should be aware, the deals may be great and cheap, but God forbid you want to tweak a few things or God forbid you NEED to teak a few things due to someone else making a change to your itinerary and it will cost you more money, time, heartache, frustration, etcVery disappointed, I will not be recommending orbitz.com in the future, there are other websites without having to go through this horrible experience again (I hope)

Be aware that Orbitz web site puts a random date in when you book the night at a hotel If you proceed with all the other billing info and don't notice it you will be billed- no matter what U Can't correct it when you finish booking Orbitz will not find or cancel a mistaken booking Comfort in could not get it cancelled It took five days and help from comfort inn manager Tammy to get orbitz credit promise

Orbitz is a useless serviceI booked a multi-leg flight/hotel itinerary for my wife and son only to learn many of the details Orbitz recorded (seats, baggage, etc) are discarded by the actual airlinesWhen I attempted to chemy family, all the details I had selected/save with Orbitz were goneThe airline told me that they do not take the details such as seat selection from any third party so why bother?

April 27, 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 the customers complaint they are unhappy about a submitted best price guarantee claimOn April 27, 2016, we contacted Mr [redacted] to acknowledge receipt of the Revdex.com complaint but were but were unable to reach the consumer.Our records indicate on April 7, the customer self-booked a hotel reservation for two travelers using Orbitz.comThe customer purchased a one night hotel reservation at [redacted] Inn JFK Airport, checking in on August 22, 2016, and checking out on August 23, 2016.On April 7, the customer submitted a best price guarantee claim for his hotel reservationAs of April 15, this issue was resolved with the customer receiving an email stating “We've approved your request and initiated a refund in the amount of $to the original form of payment used during your purchase based on the total submission price of $200.79.” The customer will receive the addition of $Orbucks to his account 30-days after travel is completed.If 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, 2014/03/31) */ Dear Mr [redacted] Thank you for contacting Orbitz regarding the booking you made for the [redacted] Dead Sea Resort and Spa that you have received notification of that this booking is being canceled due to a technical problem with the rateOn behalf of Orbitz, I sincerely apologize for this disappointing experience This was a technical error on the hotel's end, and they have advised they will not honor this rate that was posted on our websiteThe reservation has been canceled as the hotel will not honor or confirm this bookingYou will receive a full refund, and you can rebook your reservation at the correct rate offered by the hotel If you should have any further concerns regarding this issue, we recommend that you contact the resort directly at [redacted] We apologize for any inconvenience this may have caused youOrbitz values your patronage, and we hope to have a future opportunity to serve you with your travel planning needs Sincerely, [redacted] Orbitz Customer Relations Chicago, IL Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/04/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I think that a reservation that has been made online and paid for, the company should honor the product to their customer, in this case let Orbitz honor the so called price mistakeand reinstate our reservation What will hold ORBITZ back from cancelling any other reservation we have with them, and then force us to buy a new more expensive product? and then they will apologize what a fraud!!!!! Get my reservation reinstatedThanks Final Business Response / [redacted] (4000, 9, 2014/04/02) */ Dear Mr [redacted] Thank you for your continued dialogue on the matter of your canceled booking at the [redacted] Dead Sea ResortAlthough we understand your frustration, we are bound, as a travel agency, to follow its supplier's directionsAs a result of the technical error with the [redacted] Dead Sea Resort, we have been advised that the bookings will not be honoredDue to this information, the reservation has been canceled with a full refund processed We recommend that you contact the resort directly at + [redacted] with any continued concerns due to this issueWe apologize again for any inconvenience this may cause Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

July 28, Revdex.com Chicago & NIllinois Complaint Department Re: Orbitz Case: [redacted] Dear Revdex.com, Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOur records reflect that on July 6, 2017, Ms [redacted] booked a set of combined one-way flights flights from Los Angeles, California to Nashville, Tennessee§ Combined one-way fares offer customers the option to book multiple one-way fares in a single itinerary, which allows for more flight options and greater value§ There are separate airline rules and restrictions, including fees, for the departure and return directions of combined one-way faresWe understand from Ms [redacted] that she canceled the flights on online the same day that she booked them after finding a lower rateShe stated that after some time had passed, she noticed that she had not received a refund for the return portion of her itineraryMs [redacted] contacted our office for assistance on July 19, 2017, to report that an error occurred on our site which resulted in a refund for the outbound flights, not the return flightsAccording to our documentation, we reviewed the path that Ms [redacted] took while cancelling her outbound flights and discovered that no error had occurredAlthough she canceled the outbound portion of her flights, the return portion was not canceled remained activeWe advised Ms [redacted] that we were unable to offer a refund under the circumstancesAgain, we thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] Corporate Correspondence Team

December 2, 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 Cindy [redacted] (Revdex.com complaint # [redacted] regarding the refund request Our records show on November 6, 2016, Ms [redacted] self-booked an Orbitz.com hotel reservation via booking number [redacted] in the amount of $of that amount $were Orbucks and the rest was paid with a credit cardWe understand from Ms***’s complaint, upon cheat the hotel she was advised no reservation was found and after contacting customer support several times no proper resolution was givenThe customer is requesting a full refund of the amount paid for the reservation and further compensation due to poor service given by the hotel and Orbitz customer support Upon researching the customer’s complaint, we can confirm on November 21, 2016, a full refund of $was process back to each original form of payment, $I Orbucks went back into her account and $went back to the credit card usedWe can also confirm when Ms [redacted] brought this matter to our attention on November 23, 2016, a $coupon was placed on her account Orbitz’s goal is to provide an exceptional customer experienceWe do regret any inconvenience she encountered in resolving this matterAs the issue has been resolved to Ms***’s desired outcome with a refund and further compensation given, 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] Orbitz Corporate Customer Service

Complaint: [redacted] I am rejecting this response because: Not acceptable to pay $in fees to issue plane tickets again I rather keep my complaint open so others can be warned Sincerely, [redacted]

I reserved a hotel room that was advertised as a "special deal" and flagged with "free cancellation"When we ended up having to cancel, Orbitz said it was not free and we'd need to pay the full amount It was extremely hard to even get ahold of customer serviceNumber is buried in the websiteSpent mins on hold, never got through, finally used their chat serviceThe customer service agent gave no response or comment to the fact that it was advertised as free cancellation, which is why I booked in the first placeThey also would not elevate me to a manager despite multiple requests for thisHotel manager said there was nothing they could do, since the booking and problem was through OrbitzThey noted that multiple people had had the same issue, and even suggested the "free cancellation" advertising might have been some kind of scam from Orbitz Orbitz lost an 8-year customer over $and advertisingWILL NOT USE AGAIN