Orbitz

March 10, 2016Revdex.comComplaint Department – Orbitz.com Re: Orbitz Case #: S- [redacted] Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Orbitz is responding to the consumer complaint from Jen Berrios (Revdex.com case number [redacted] ) regarding flight reservationsWe understand the customer is requesting that Orbitz honor her Best Price Guarantee submission.Our records indicate on February 21, 2016, the customer booked flight and hotel vacation package – itinerary [redacted] – using the self-service tool on the Orbitz websiteTravel is on [redacted] Airlines, departing July 2, 2016, from Miami, Florida to Punta Cana, Dominican Republic, returning July 9, 2016, for two passengersHotel accommodations are at the [redacted] – All Inclusive, checking in July 2, 2016, for seven nightsRound trip ground transportation for two passengers was booked in conjunction with this vacation package.Upon further research, we were able to confirm on February 23, 2016, that the customer submitted a Best Price Guarantee claim, which had initially been deniedUpon further review, Orbitz has decided to honor the customer’s request for the Best Price Guarantee, and on March 10, 2016, Orbitz processed a refund for the price difference in the amount of $back to the customer’s original form of paymentThe time it takes to receive a refund depends on how quickly the customer’s credit company takes to process refundsOn March 10, 2016, Orbitz provided MsBerrios online Orbitz account with a $Orbucks Electronic Travel Coupon valid towards the future purchase of an E-Special Rate hotel reservation, either as a stand-alone hotel or in a vacation package The coupon will appear in the booking path for your next qualified reservation, and it is valid from one year from the date of issue.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

December 30, 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 a refund of his canceled flights booking fee Our records indicate that on December 9, the customer self-booked one multi-destination flight reservationsThe customers flights were operated by [redacted] and were scheduled to depart from Duesseldorf to Sydney on May 1, and returning from Sydney to Florence on July 4, 2016.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] was the operating carrier and merchant of record for the customers flights (the entity that received the funds and the companies that charge 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 policies.We are able to confirm that on December 15, Mr [redacted] contacted Orbitz customer service in regards a schedule change initiated by [redacted] As [redacted] was unable provide alternate flights they canceled the customers reservation and processed a full refundOrbitz are one of the few online travel agencies that offers multi-airline itineraries because they are complex to manageTherefore, we charge the booking fee so we can continue to offer customers flexibility of multi-airline flightsUnfortunately these fees are stated as being non-refundable during the booking process.Orbitz understands that due to the schedule change initiated by [redacted] Mr [redacted] flights were involuntarily canceledDue to this Orbitz has agreed to refund the separate $booking fee that was charged at the time of making the reservationThe amount of time it takes the customer to receive the funds depends on the customers banking institution.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

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, [redacted] ***

May 3, 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] ’s complaint she is requesting a refund of the unutilized hotel reservationOn May 2, 2016, we contacted Ms [redacted] to acknowledge receipt of the Revdex.com complaint but were but were unable to reach the customer.Our records indicate on April 15, the customer self-booked a hotel reservation for two travelers using Orbitz.comThe customer purchased a one night hotel reservation at The [redacted] Place, Boston, checking in on April 19, 2016, and checking out on April 20, 2016.Our records reflect that this complaint was resolved on April 26, with a full refund of $being processed to the customers original form of paymentThe time it takes the refund to post to the customer’s account depends on the time it takes the Ms [redacted] ’s 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 us.Sincerely, [redacted] Tier Customer Service

Dear Ms [redacted] , Roman","serif The Revdex.com has shared your recent correspondence pertaining to the problems you encountered on your arrival at the [redacted] Ogden On behalf of Orbitz, I apologize for this disappointing experience, and I appreciate the opportunity to review your account and respond to your concerns Our records indicate on February 16, 2016, accommodations were reserved at the Comforts [redacted] Ogden from February 26, 2016, to February 28, via our website Upon receipt of your correspondence, we have verified on February 26, 2016, you contacted Orbitz upon arrival at the hotel, as you were advised the hotel was unable to fulfill your reservation We apologize for any inconvenience has causedAt this time, we are requesting that you provide a copy of your credit card statement or receipt reflecting the additional charges incurred by the hotelYou may submit the information through the complaint submission on the Revdex.com websiteThis information will enable us to appropriately address the situation and upon receipt We thank you for allowing us the opportunity to address the issues, brought to our attentionWe look forward to hearing from you Sincerely, [redacted] Orbitz Customer Relations Tell us why here

Initial Business Response / [redacted] (1000, 5, 2015/04/17) */ Dear Mr [redacted] The Revdex.com has shared with us your correspondence regarding your recent experience with OrbitzI understand you would like to cancel your reservation to Budapest on June 1, I appreciate the opportunity to review your account, and respond to you On your behalf, I have contacted [redacted] and they have authorized a full refund for the reservation; therefore, you will receive a refund in the amount of $back to your Visa Card ending in [redacted] within days Mr [redacted] if you have any further questions or concerns, please let me knowWe appreciate your business, and look forward to serving you in the future with your travel needs Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

Dear [redacted] , The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you further Roman,serif;">It is my understanding that you arrived at the airport, and [redacted] could not find your reservations, so you were denied boardingI appreciate the opportunity to review and respond to your concernsOn behalf of Orbitz, I apologize for the disappointing experience and the inconvenience this caused youPlease know a response was sent to you on January 22, 2016, and I am sorry to hear that you did not receive itI am resending it to youAfter reviewing the reservations, I do show all flights were confirmed, and all tickets were properly issued on December 29, The original tickets ( [redacted] , [redacted] , [redacted] , and [redacted] ) were issued via Orbitz.comTherefore, [redacted] Airlines collected the full payment, in the amount of $ USDHowever, [redacted] Airlines also processed an exchange on the ticketThis means any further change or refund request have to be addressed with the carrier directlyAs Orbitz did not process the exchange transaction; we retain no access to the new ticket/exchanged ticket infoAll control/authority and access becomes exclusive to the airline [redacted] Please contact [redacted] through one of the following methods: Log onto the airline's website at www[redacted] .com and navigate to “contact us” and forward your concerns via e-mailPhone your concerns to: 1- [redacted] Airlines do require the customers to contact them directly regarding their service issues, especially if compensation is being requestedPlease understand that as a travel agency, flight cancellations are out of the control of Orbitz, and only the airline can verify the reasoning for the cancellation [redacted] , we value you as a customer, and as a gesture of goodwill, Orbitz has issued you a $USD future travel voucher to use on your next Orbitz.com prepaid bookingOur voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needsHere are the instructions for the future travel voucher: When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [email protected] reference case number [redacted] 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 until January 22, [redacted] , 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 planning needsSincerely, [redacted] Orbitz Customer Relations Chicago, IL

October 4, 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 Sergei Burtsev (Revdex.com case number [redacted] regarding a package reservationsWe understand from the customers complaint they are unhappy about the Best Price Guarantee claim being denied.Our records indicate that on September 20, the customer purchased a seven night hotel reservation at [redacted] Imperial Maya All Inclusive, checking in on November 26, 2016, and checking out on December 3, The customers flights were operated by [redacted] departing from Boston, MA to Cancun on November 26, and returning on December 3, 2016.Orbitz offers our Best Price Guarantee policy as a benefit to our customersThe benefit is that we will match the price if a lower price is found onlineThere are many terms and conditions with the Best Price Guarantee policySome of the terms are as follows:• For flight and hotel bookings the lower price must be found and submitted within hours of purchase• The Best Price Guarantee claim must be submitted online• The Best Price Guarantee is available only for exact itinerary matches.• For example, the specific airline and cabin class (First, Business, Premium Economy or Coach/Economy), hotel (including room type) including the exact same dates and times of travel or service as booked through Orbitz.com.The full terms and conditions of the Best Price Guarantee can be found at the link below.https://www.orbitz.com/p/info-other/guarantees On September 22, the customer submitted a best price guarantee claim for their package reservationOn September 26, the customers claim was denied due to the customers hotel portion of the screenshot showing a different room type then what was purchasedAfter further review of the customers claim we have decided to honor the customers claim as a one-time courtesyAs the customer has not utilized his booking we request the customer to call customer service post-stay so we may issue his refund of $and $worth of OrbucksWhen contacting our customer service we suggest the customer provide our agent with the case number at the top of the letter to expedite the request.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted] Tier Customer Service

Dear [redacted] , Thank you again for your follresponse, and we regret to hear of your continued concerns We certainly understand your concerns; however, when you buy an ***line reservation, you agree to the ***lines Contract of Carriage ***lines have the right to change a schedule at any time with little or no notice When a change occurs, we can only accommodate a customer with what the ***line will allow We did contact the ***line on your behalf, but they would not authorize a refund to be processed, and offered accommodation [redacted] , we apologize again for your disappointment, but ***line imposed schedule changes are out of the control of Orbitz We do not hold the funds for the tickets reserved, and we are required to follow their rules and restrictions I wish that my response could be more favorable Sincerely, [redacted] Orbitz Customer Relations Tell us why here

Initial Business Response / [redacted] (1000, 5, 2014/07/23) */ Hi Mrs[redacted] Thank you for contacting Orbitz via the Revdex.comWe appreciate the opportunity to review and respond to your request I understand that the itinerary, as booked, was more expensive than other options, due to the early arrivalHowever, due to airline flight delays, you arrived at the later time anywayYou're requesting reimbursement and/or refund for at least part of the ticket due to the inconvenience Mrs[redacted] we deeply regret any dissatisfaction with your travelHowever, Orbitz has no control over airline irregular operations, delays, or cancellationsAmerican Airlines must be contacted directly to review your event and provide any reimbursement or refund due to trip disruption Please understand, Orbitz collected no payment for this reservation - American Airlines charged $1391.00USD directlyThis billing info is verifiable via the credit card statementTherefore Orbitz is not in a position to provide refund in lieu of the airline; regardless of the eventIn addition, it is American's responsibility to address all operational issues and passenger [redacted] during travel, as stated by their "Contract of Carriage"Orbitz is a third party, we have no authority to circumvent American's role in these matters Therefore, when we learn of these events, we advise customers to notify the airline corporate offices directly of any complaintThat way, the party responsible for airline/airport operations has an opportunity to review the concernFor your convenience, I've provided the contact information for American Airlines below: American Airlines via Website: http://www.aa.com/contactAA/viewContactAAAccess.do?selectedFileName=aaCustomerRe...⇄ American Airlines via Post U.SMail: American Airlines Customer Relations [redacted] Overnight Mail: American Airlines Customer Relations [redacted] American Airlines via Phone: [redacted] Monday through Friday, 8:30a-4:30p Central Time (except some holidays) Mrs[redacted] I understand your frustration and wish our response could be more favorableUnfortunately, Orbitz is not able to provide any refund, credit or reimbursement due to American Airlines travel delayPlease let me know if you have further questions Thank you for sharing this concernOrbitz values your business and we sincerely hope for future opportunity to serve your travel needs Kind Regards, [redacted] Orbitz Customer Relations Chicago, IL

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***

December 28, 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 fromOrbitz is responding to the consumer complaint from Neil [redacted] (Revdex.com case number [redacted] regarding a hotel reservationWe understand from the customers complaint he is requesting a refund of his hotel reservation as he did not realized he booked it in errorOur records indicate that on November 24, the customer self-booked a hotel reservation for two travelersThe customer purchased a seven night hotel reservation at the Aparthotel Adagio Muenchen City, checking in on September 20, 2016, and checking out on September 27, The customer was able to open and review the confirmation email the same day at 2:PM.On November 26, our records reflect Mr [redacted] submitting multiple Best Price Guarantee requests for this itineraryDue to the hotel not being the same the claims were deniedOn November 28, Mr [redacted] contacted our customer service to request the cancelation of his reservationPer the terms and conditions of the reservation agreed to upon 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 refunded.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 providersDue to this Orbitz is unable to issue refunds for non-refundable reservation unless the property manager authorizes the refundWe are able to confirm that this matter was resolved on December 16, when a full refund of the customers reservation was issuedThe amount of time it takes the customer to receive the funds depends on the customers banking institution.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] Tier Customer Service

Complaint: [redacted] I am rejecting this response because:The hotel manager DID NOT say that I could not get a refundHe said that Orbitz would have to refund me because I had paid through themHe did not offer an "upgraded" roomHe very RUDELY said "you have to let me give you a different room." I replied that if the room I had just left was that disgusting, then I was not going to stay in his hotelI asked him twice if I needed any documentation from him to receive the refund, and he said NOHe said it was in the system and Orbitz would have all they need for my refundI did SIT on the bed and look for other places to stayI did used the restroom while I was searching for another hotelI have been told twice now by Orbitz phone representatives that they would notify they hotel, then call me back within hours with a response to my problem and it is now weeks later and I have never received a call from OrbitzI booked through Orbitz for another hotel that night less than an hour after I checked inI have never in my life been so disgusted that I could not imagine staying in a hotel roomI spoke different times to an Orbitz representative over the phone and NOT ONCE did ANY of them say that they would refuse a refund for a room that was so gross I could not stay thereIf ALL of this was supposed to be common knowledge, why did so many of the phone representatives fail to mention ANY of thisI should not be getting new information through the Revdex.com after I have called their customer service line so many timesOrbitz and the hotel have colluded to defraud me of my money by changing and embellishing their side of the story as many times as they have to for me to give upMy story has not changedMy problem has not changedI did not stay in that hotel and I did not cancel because I FELT like itI left the hotel because it was disgusting and an unsafe for my children to sleep Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/07/17) */ Dear Mr [redacted] The Revdex.com has shared your recent correspondence pertaining to the collection notice received on Orbitz locators [redacted] and [redacted] I appreciate the opportunity to review your account and respond to your concerns Upon reviewing your account, I do see that both reservations were confirmed on January 27, On January 30, 2015, you contacted us on why you had not received a full refund for the reservationsAt that time, we did explain that the booking had not been canceled via OrbitzWe did send a refund request to Emirates Air on your behalf to see if they would still allow a refund Mr[redacted] , the booking was confirmed as requested, and the reservation was not courtesy canceledWe have indeed received a dispute from your credit card company, and you will need to contact our Collections Department at the number given on your notificationThank you again for the opportunity to address your concerns Sincerely, Charlotte [redacted] Orbitz Customer Relations Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I spoke with Orbitz customer support manager is February and she told me that this matter was cleared and closed I again contacted Orbitz customer service on 7/and Customer servReptold me that there is NOTHING outstanding on our part On one hand all of Orbitz's customer service personnel are telling us that everything is fine and the other hand I am receiving a collection notice Please note that the collection notice is the first communication I have received on this matterThere was no prior bills or any such thing sent to me Orbitz needs to take it up with the airline which is charging them a "change fee" which is being passed on to me unfairlyI will be taking this matter up with my credit card company as soon as possible Collection notice without any bills is unacceptable Final Business Response / [redacted] (4000, 9, 2015/07/18) */ Dear Mr [redacted] Thank you for your follresponse, and I appreciate the opportunity to address your continued concerns A dispute of charges was filed on a valid reservation, and chargeback has been received due to this disputeIn order to settle the collection amount, you will need to contact our Disputes Department directly Mr[redacted] , thank you again for the opportunity to address your concerns Sincerely, Charlotte [redacted] Orbitz Customer Relations

I have just spoken with a supervisor at Orbitz to positively no resolutionI attempted to book a flight today online and the website tells you after enter ring all of your information that the booking could not be completed and to try again every few minutes which I did and found that my credit card was charged times one for every attemptI never got the flight and now is tied up with Orbitz NO FLIGHT and no resolution and now I am unable to book a flight because all my funds are tied up!

I booked a trip with orbitz to go to Brazil and wasn't told you need a visa ahead of timeI had to call several times to get them to cancel and book a different flightEvery time I called they directed me me to a different agent and always told different informationWe had to pay $to the airlines and then was informed that we would leave by Friday but a and be there Thursday, we asked again to make sure cause we could take off work any soonerWe got to the airport to find out we missed our flight and had to pay another $and to work it out with orbizThis has been the worst experience ever and I fly oftenThey didn't want to give us our money back of the 1000, and we had to call and fight with them to get thatIt is unfair and feel like orbiz should pay us back for the $extra we paid

March 23, 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 flight reservationWe understand from Mr [redacted] complaint they requesting a refund of her canceled tickets to be expedited.Our records indicate onJanuary 13, the customer self-booked a flight reservation on Orbitz.comThe flight reservation was operated by [redacted] Canada with flights departing from Minneapolis, MN to Shanghai on March 11, 2017, and returning on April 1, 2017.We are able to verify that the customer called Orbitz on March 5, due to their reservation being canceledAt that time were able to verify that the customers reservation was canceled by the airlines due to their particular flight reservation not being availableOrbitz 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 providersPlease note, [redacted] Canada was the merchant of record and the company that charged the customer’s credit cardOn March 5, Orbitz processed a refund for the customers flightsThe refund was sent to the original form of paymentThe amount of time it takes the customer to receive depends on the customers banking institution.We apologize for any inconvenience this lapse in time may have caused youWe would also like to apologize for the customer service issues you experienced in trying to receive assistance with you flight reservation and its associated chargesWe would like you to know that every reservation is important to us and our main goal is to provide a smooth and pleasant experience to our members.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, 2015/08/07) */ Dear Ms[redacted] The Revdex.com has shared your recent correspondence pertaining to the denied voucher redemptionI appreciate the opportunity to review your account and respond to your concerns From your complaint, a travel voucher was issued on December 17, in the amount of $200, which is valid until December 17, Upon contacting customer service to redeem the voucher in conjunction with a booking, the voucher redemption was deniedYou are asking Orbitz to honor the voucher against the bookingFurthermore; your perception of Orbitz has become discontented due to the service you have received Ms[redacted] I do understand your concern in this regard; travel can be a hectic experience, and Orbitz does try to meet the expectations of our customers with knowledgeable and comprehensible staff According to my research, the voucher issued on the above date has a reference number of XXXXXXXIf you can provide the Orbitz Record Locator for the new booking, I can surrender the voucher If you have any additional concerns, please do not hesitate to ask We take our customers' comments very seriously, and I thank you for your honest feedback Ms[redacted] we apologize for any misunderstanding this might have causedOrbitz hopes to have a future opportunity to serve you with your travel planning needs Sincerely, [redacted] Orbitz Customer Relations Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please apply my Orbitz voucher towards PBORB-XXX-XXX-XXXXThe amount is 50.62usdThis is in reference to XXXXXXXLet me know once done so I could coordinate with PayPal Final Business Response / [redacted] (4000, 9, 2015/08/11) */ Dear Ms[redacted] Thank you for your reply Per your request, Orbitz has surrendered the amount of $of the original $voucher issued on December 17, in conjunction with the Orbitz Record Locator, PBORBXXXXXXXXXX This was processed today, August 11, via PayPalPlease be advised, PayPal does have a stipulation of a to business day timeframe for processing the creditThis is due to the third-party payment system and not Orbitz The amount of $remains of the original voucher; this will expire on December 17, Please refer to the original case number XXXXXXX in future correspondences If you have any additional concerns, please do not hesitate to ask Ms[redacted] thank you again for allowing me to assist you with your query; Orbitz does appreciate your business, and we hope to assist you in the future Sincerely, [redacted] Orbitz Customer Relations

May 16, Revdex.com Complaint Department – Orbitz.com Re: Orbitz Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Orbitz regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding car rental reservationsWe understand the customer is requesting a refund for $for the Best Price Guarantee Our records indicate that on April 21, 2016, the customer self-booked flight reservations – itinerary [redacted] – using the self-service tool on the Orbitz websiteTravel is on [redacted] Airlines, departing May 19, 2016, from Orlando, Florida to San Francisco, California, returning May 24, 2016, for one passenger Upon further research, we were able to confirm that on April 28, 2016, Orbitz processed a refund in the amount of $back to the customer’s original form of payment for the Best Price GuaranteeThe amount of time it takes to receive a refund will depend upon how quickly Ms [redacted] ’s credit card company takes to process refunds We hope that with the information provided, we have addressed all of the customer’s concerns and look forward to assisting them further with their future travel needs If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] Tier Customer Service

Initial Business Response / [redacted] (1000, 5, 2014/03/13) */ Dear [redacted] , The Revdex.com has shared your recent correspondence pertaining to the dates reserved on your hotel booking, and the rate charged for the second hotel bookingI appreciate the opportunity to review your account and respond to your concerns Please know that once a hotel booking has been confirmed, we would not be able to add an extra date to the bookingEither the entire reservation would need to be canceled and rebooked with all of the dates, or a new reservation would need to be made for the extra date Upon reviewing your reservations, I do show that the new reservation was made at a different hotel than the originally scheduled bookingWe certainly regret that you had to reserve a room at a higher price, but a new room would have had to be reservedIf there were no rooms available at the Hyatt at the original price, we would not have been able to confirm you at that rate either [redacted] , we certainly apologize for any confusion, but this would have been the same steps made, even if an agent had made the new reservation for you, and we would not be able to grant your refund requestPlease know that your discount would have been given in the form of a promotional code, which would need to be entered during the booking processThank you again for the opportunity to respond to your concernsWe do 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 Final Consumer Response / [redacted] (4200, 11, 2014/03/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) My original booking was for three days and not twoI even called Orbitz prior to checking into the hotel to confirm and the representative said she would see that it has been correctedAnd then she hangs up on mePlease look into the call history now so you can also confirm that to be true tooI'm not asking for much except what was promised and what was bookedI am asking for the "download25" promo code to take effect since I booked my first hotel reservation through the [redacted] app as suggestedWhich never was deducted, and for the difference charged Final Business Response / [redacted] (4000, 13, 2014/03/17) */ Dear Mr [redacted] , Thank you for your follresponse, and I appreciate the opportunity to respond to your continued concerns Please know that I have reviewed your reservation, and the original booking was only confirmed for one nightWe are not able to add an extra night to a booking without charging the new rate Mr [redacted] , we certainly apologize for any confusion, but we would not have been able to adjust the number of nights on your stay without any extra chargesThank you again for the opportunity to address your concerns Sincerely, [redacted] Orbitz Customer Relations