Orbitz

Dear [redacted] ,The Revdex.com has shared your recent correspondence pertaining to your car booking in San Antonio I appreciate this opportunity to respond to your concerns.It is my understanding that you confirmed a car reservation on Orbitz for a car reservation with [redacted] to for pick up on January However, when you attempted to pick up the car, [redacted] advised you that you did not have a reservation Furthermore, you contacted Orbitz Customer Service to assist with your booking, and the agent advised the booking had been confirmed and even spoke with [redacted] agent, who was unable to locate the bookingAt this time, we are unable to confirm how this unfortunately situation occurred, and I have escalated your concerns to [redacted] for further assistance Also, please understand due to the time frame, Orbitz is unable to confirm a car reservation with such short notice, and you were advised to contact [redacted] directly to confirm your booking I apologize for any inconvenience you may have experienced [redacted] , upon further review, I found that Orbitz issued a voucher in the amount of $for your inconvenience However, today I will change the amount to $65.00, the amount of the car rental [redacted] , Orbitz values your business, and we hope to have an opportunity to serve you in the future with your travel planning needs.Sincerely, [redacted] Orbitz Customer RelationsChicago, IL

May 17, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O- [redacted] Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret to hear Ms [redacted] did not accept our response and/or resolution offered.Upon contacting [redacted] they were able to advise us that as of May 9, the customer called them directly to change the reservationDue to this we are unable to take any further action on the customers ticketPlease review the new ticket information provided by [redacted] below:Ticket number: [redacted] Confirmation number: [redacted] We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] Tier Customer Service

Initial Business Response / [redacted] (1000, 5, 2014/02/10) */ Dear Mr***, The Revdex.com has shared your recent correspondence pertaining to the Orbucks program and Best Price GuaranteeI appreciate the opportunity to review your account and respond to your concerns Customer Relations has addressed the concern previously, totaling nine separate cases beginning on April 30, The concern was escalated to the Senior Management of the Orbitz Worldwide, which again was discussed in great length along with responses as recent as January 15, Accordingly, for the reasons discussed below, we have removed all the Orbucks awarded to your account The Best Price Guarantee terms and conditions make clear that the program is available only to a "customer who books a qualifying flight, hotel or rental car through the Site on or after October 17, using a valid credit card with a [redacted] billing address." Some of the credit cards you have used to reserve hotel rooms related to these email addresses are credit cards that you used before the Best Price Guarantee program began, each of which previously had a billing address in *** After the commencement of the Best Price Guarantee program, the billing address for these credit cards inexplicably changed to one of several [redacted] addresses, with some cards having more than one new billing addressAdditionally, some of the new billing addresses you have identified are not even valid [redacted] addressesThe U.Saddresses that are actual addresses appear to be for businesses with which we do not believe you are affiliated For example, in the screen shots, you provided; you showed that the location of one of the billing addresses is " [redacted] , **." However, the city of [redacted] is located in a different state, not [redacted] , which leads us to conclude that this billing address is not valid for this credit cardAdditionally, our payment processor has advised that they cannot validate the billing address of these credit cards which are issued by a bank in *** All Orbucks earned as a result of your Best Price Guarantee claims have therefore been removed from your account, and all of your pending claims under the Best Price Guarantee program have been denied We have given this matter every consideration and at the same time, provided you detailed responses regarding it Regrettably, based on the forgoing conclusion as stated above, Orbitz is unable to offer the Orbucks in the amount of $ We regret the enduring unhappiness with our serviceAs we have evidently reached an impasse, there will be no further replies forthcoming from our office regarding this issue Sincerely, [redacted] Orbitz Customer Relations Final Consumer Response / [redacted] (4200, 13, 2014/02/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Orbitz.com needn't to discuss the problem of the address over and over again It is not our complaint We complaints are Orbitz have processed and approved our claims after October 17, 2013, for cheat us to hold the expensive hotels booking of Orbitz.com You said we are ineligible after October 17, 2013,but you have processed and approved our claims October 17, Why?What's wrong with you? Obviously,you cheated us.Cheater! If you don't cheat us, there will be not any complaints now Stop cheating and must refund.You must be responsible for you cheat We reserve the right to litigate.There are enough proffs that you cheated us Final Business Response / [redacted] (4000, 9, 2014/02/12) */ Dear Mr***, In your most-correspondence, you wrote about your dissatisfaction with a decision we had madeWe regret your continued disappointmentSince you have contacted us again, you clearly feel strongly about these issues The Best Price Guarantee terms and conditions make clear that the program is available only to a "customer who books a qualifying flight, hotel or rental car through the Site on or after October 17, using a valid credit card with a [redacted] billing address." The U.Saddresses that are actual addresses appear to be for businesses with which we do not believe you are affiliatedOur payment processor has advised that they cannot validate the billing address of these credit cards which are issued by a bank in *** Regrettably, based on the forgoing conclusion as stated above, Orbitz is unable to offer the Orbucks in the amount of $ We have given this matter every consideration and at the same time, provided you detailed responses regarding it We regret the enduring unhappiness with our serviceAs we have evidently reached an impasse, there will be no further replies forthcoming from our office regarding this issue Sincerely, [redacted] Orbitz Customer Relations

Dear Ms [redacted] , The Revdex.com has shared your recent correspondence pertaining to your disappointment in our services, and your refund requestI appreciate the opportunity to respond to your concernsWith the information provided in your correspondence, I am unable to locate the booking in question If you could please forward your confirmation number, and more information regarding the problems you have encountered, we will be happy to review and address your concernsMs [redacted] , as soon as the requested information has been received, we will review and address your concernsSincerely, [redacted] Orbitz Customer Relations

May 26, Revdex.com Orbitz – Alaska, Oregon & Western Washington 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 youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com complaint # [redacted] ) regarding a flight purchase attemptOur records show on January 30th, 2017, Ms [redacted] attempted to self-book an Orbitz.com flight reservation for three passengers, with a trip start date of August 14, We understand from Ms [redacted] ’s complaint, she believed the purchase had been completed successfully without any issuesMs [redacted] then noticed several authorizations and transactions appeared on her card and contacted OrbitzSince an itinerary was not created for the purchase all authorizations either fell off the customer’s account or were refundedWe have contacted the customer and she has mentioned she had to purchase new ticketsWe have offered to provide a refund for the difference and are waiting the proof of paymentDue to the inconvenience and the time spent dealing with this issue, we have proceeded to provide an Orbitz hotel coupon for $75.00USD for a future booking on Orbitz.com within one year of today’s dateIn order to use the coupon the customer must book from their Orbitz account associated with email address [redacted] @vt.edu Orbitz’s goal is to provide an exceptional customer experienceWe do regret any inconvenience he has encountered in resolving this matterAs a coupon has been provided, and we will keep in contact with customer regarding the new flight she booked, Orbitz considers this matter closedWe 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] Tier Customer Service

June 9, 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 Ms [redacted] ’s complaint she is requesting a refund for a flight reservation.Our records indicate on March 31, the customer self-booked a round trip flight for two travelersThe flight reservation was operated by [redacted] Airlines, with flights departing on April 6, from Dallas to Cebu on April 24, 2016.We can confirm that the customer called Orbitz on April 6, to cancel and refund her flight reservation minus the $cancelation penalty per ticketAs of May 20, the customer called Orbitz again to inquire about a refund that should have been processed for her flight reservationOur agent in the corporate office was able to verify that the reservation was not refunded properly therefore during the call the agent immediately processed a refund for Ms [redacted] ’s ticketsDue to the previous process error the agent processed an additional refund for $The time it takes the refund to post to the customer’s account depends on the time it takes the airline and the customer’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 usSincerely, [redacted] Tier Customer Service

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 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 unhappy about the level of customer service that was received when booking his flight reservation.Our records indicate on December 11, the customer booked a round trip flight reservation using Orbitz.com for four travelers with an Orbitz agentThe flight reservation was operated by [redacted] Air Shuttle, with flights departing on June 7, from Boston, MA to London and returning on June 16, 2017.Please accept our apologies for any lack of service the customer received while trying to complete his bookingIt is never Orbitz’s intent to mislead or to cause inconvenience to our clients, and we are sorry that Ms [redacted] feels Orbitz has done soOrbitz goes to great lengths to supply our clients with the information and opportunity to make well-informed travel purchases, and we are more than willing to assist our clients in any way commercially possibleWe at Orbitz are dedicated to providing knowledgeable service and support to our clientsWe take Mr [redacted] comments extremely seriously and will internally handle this issue with our agents.We can confirm that Mr [redacted] contacted Orbitz on December 11, 2016, to cancel the reservationOur agent immediately canceled the customer’s reservationSince the flights were successfully voided the same day of purchase, the authorization of $1,should have been released back to the customers cardThese authorizations typically release within 24-hours.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 usSincerely, [redacted] Tier Customer Service

Dear Mr [redacted] , The Revdex.com has advised us of your recent complaintMy understanding is that you were attempting to book an airline ticket from Minneapolis to CancunWhen you tried to purchase the selected fare, you received an error message saying it was no longer availableOn behalf of my colleagues at Orbitz, I sincerely apologize for your disappointment in our servicesI also apologize for the customer service issues you experienced when contacting our call center Orbitz is an unbiased on-line Travel Agency offering millions of fare combinations on every requested air searchAll 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 airline Airfares 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 Occasional technical issues our inevitable in the e-commerce industry, but Orbitz strives to quickly correct any website problems we may haveAlthough I sincerely apologize for the website problems that affected your booking experience, Orbitz cannot be held responsible for an increase in fares by the airline during these website issues Mr [redacted] , thank you for giving me the opportunity to respond to your concernsPlease be assured that we value your business, and we hope to have a future opportunity to serve you again with your travel planning needs Sincerely, [redacted] Orbitz Customer Relations

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 The issue has been resolved, thank you Sincerely, [redacted]

May 30, 2016Revdex.comComplaint Department – OrbitzDear 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 their reservations.As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe will submit our final reply via the Revdex.com's website.Again, 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,Tier Customer Service

February 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 Xinli [redacted] (Revdex.com case number [redacted] ) regarding a promotionWe understand Xinli [redacted] is requesting a refund.Our records show that Jianhua [redacted] or a person authorized for the account of Jianhua [redacted] booked through the Orbitz mobile site for a Trendy Suite with the Hanoi La Siesta Hotel Trendy, for one night checking in on January 27, for a total cost of $At the time of booking we can see that the person booking was viewing both a Trendy Deluxe room, and a Trendy Suite, with the same hotelBoth reservations had a promotion of 10% off applied which seems to be a promotion made by the hotel, and were for one night, with check in on January 27, No other promotions were applied to either roomThe Trendy Deluxe room total cost displayed was $110.21, after taxes and fees, and the 10% off were all appliedThe Trendy Suite total cost displayed was $140.24, after taxes and fees, and the 10% off were all appliedThe person booking continue with the Trendy Suite for $140.24, completing the purchaseThis is the hotel reservation that is the subject of this complaintThe billing provided prior to purchase showed the cost that was charged along with a breakdown of the suite’s base rate, and the taxes and fees totalBy completing the booking the purchaser agreed to the amount paid as well as the terms of the reservation, and the website used to complete the purchaseAs such Orbitz will not be able to provide the refund requested, and no refund or compensation will be provided for the booking.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,Denise [redacted] Corporate Customer Service

May 10, 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 Ms***’s complaint she is requesting a refund for a flight reservationOn May 10, 2016, we attempted to contact Mr [redacted] to acknowledge receipt of the Revdex.com complaint but were but were unable to reach the customer.Our records indicate on March 29, the customer self-booked a round trip flight reservation using Orbitz.com for two travelersThe flight reservation was operated by Air France, with flights from Istanbul to Miami, FL departing on May 13, and returning on November 8, The customer also purchased “Orbitz Flight Protection Comprehensive”.We are able to confirm that during the booking process there was an error that caused there to be two tickets issued for the same passengerTo assist the customer with this complaint we are requesting the customer provide the best number to contact them on to discuss this matter along with a preferred time between 5am and 1pm pacific standard time.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

Initial Business Response / [redacted] (1000, 5, 2014/08/01) */ Mr [redacted] , Thank you for contacting Orbitz via the Revdex.comWe appreciate the opportunity to review and respond to your inquiry I understand from your comments that an original reservation was "phone booked" via Orbitz.com Sales on February 16, The ticket was to be Round-trip from Fort Lauderdale to Las Vegas, NVDeparting March 23, and returning March 28, Later, March 16, you contacted Orbitz to make a change to the return portion of your reservationHowever, upon arriving at the airport, March 23, 2014, you found no departing flight was confirmed Mr [redacted] , we sincerely regret you've had any difficulty with your travelHowever, upon review of the account and reservations associated with Orbitz Member email [redacted] no trip booked on February 16, Regrettably upon review I only found the trip, as you mentioned, booking on March 16, for one-way travel on March 28, This is Orbitz Confirmation# [redacted] , USAirways ticket [redacted] Please know that there were no "changes" to this ticketThe ticket was used as originally booked for travel; one-way with departure on March 28, from Las Vegas to Los AngelesTraveler - [redacted] , ticket value was paid to USAirways in the amount of $129.00USDThis ticket was originally booked on March 16, and fully used March 28, However, I did find your referenced reservation, booked under a different Orbitz Member Account for Mrs [redacted] Orbitz Confirmation [redacted] was booked on February 19, for traveler Andrew [redacted] , USAirways ticket [redacted] As you mentioned the travel was booked for round-trip travel departing March 23, from Fort Lauderdale and returning March 28, Please know, as you mentioned the travel was cancelled, also on February 19, 2014, same day as bookedTherefore, as we advised Mrs [redacted] at the time of cancellation, the ticket cost of $567.00USD paid to USAirways was refunded to card ending There would be no further credit/ticket value -all funds were refunded back in FebruaryPlease do review the associated billing statements for the corresponding "credit/refund" The reason you incurred no "change fees" for Ms[redacted] ticket, purchased March was due to the fact the reservation was booked newIn addition, please know the original ticket, booked February 19, 2014, was for travel valid only in your nameTherefore, in the event cancellation for "future use" occurred, only the original traveler may apply the credit to future travelUSAirways credits are non-transferrableRegardless, in this case, the original ticket, [redacted] , was "courtesy cancelled" for full refund Mr [redacted] , thank you for contacting OrbitzPlease do let me know if you have further questions or concernsWe value your business and hope for future opportunity to serve your travel needs Kind Regards, [redacted] Orbitz Customer Relations Chicago, IL Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/08/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear Ms [redacted] Your response indicates that you do not understand what has transpiredat all My reservation was not "phone booked"It was booked via your website by [redacted] (my assistant) Your website charged my credit card twice when [redacted] made the bookingWe noticed this and [redacted] called in that same day to cancel the duplicate reservationThis resulted in the $refundThis is NOT an issue at all and does not need to be considered or discussed further [redacted] 's ticket that I purchased has absolutely NOTHING to do with this situationThe fact that you based the majority of your response on her ticket is frustrating Your reply has nothing to do with the issue(s) that I experiencedFortunately another Orbitz employee was able to comprehend the situation and your company's failuresDespite not getting the full reimbursement I was promised, I will be accepting the $travel voucher was offered I suggest tightening up your internal systems so that you aren't responding to Revdex.com complaints with total nonsense - [redacted] Final Business Response / [redacted] (4000, 9, 2014/08/08) */ Mr [redacted] , I understand that your position is that your account history and booking records are not properly represented by my previous responseTherefore, please provide the Orbitz Confirmation number to which you referI will be happy to re-review our records in case of any error Thank you for providing the clarification of Orbitz Confirmation necessary for any further review Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

Dear Mr***, Roman","serif The Revdex.com has shared your recent correspondence pertaining to the airline reservation that was requested with [redacted] Airlines and [redacted] Airlines You feel that the booking was canceled; however, you are seeing charges on your credit card account from [redacted] Airlines On behalf of Orbitz, I apologize for any confusion this has caused, and appreciate the opportunity to review your account and respond to your concerns Our records indicate that on February 15, 2016, a combined one-way fare flight reservation under itinerary# [redacted] was reserved using the self-service tool on the Orbitz websiteTravel on May 6, 2016, is with [redacted] Airlines, departing from Dallas, Texas to Denver, ColoradoTravel on May 8, 2016, is with [redacted] Airlines, departing from Denver, Colorado to Dallas, Texas, for one passenger Upon further research, we were able to confirm that you contacted us on February 17, 2016, and was advised to contact [redacted] Airlines directly as the [redacted] Airlines portion of the flight reservations had not been confirmed We have tried to reach you by phone concerns your complaint, but unfortunately, we were unable to reach you In order to better assist you, we request that they submit a copy of your credit card statement with the charges from [redacted] Airlines, so that we may further research your complaintYou may submit the documentation via the submission link on the Revdex.com websiteWe ask that you omit any personal information from the documentation Mr***, we look forward to your response Thank you again for the opportunity to address your concernsSincerely, [redacted] Orbitz Customer Relations Tell us why here

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 meThe credit was issued back to the account on April Some of the details described by the responded are not exactly accurateNo matter at this pointI will point out that I needed to take an emergency family leave because my father had surgery and I booked a ticket via [redacted] Because of the National News Friday April 13, my leave was cancelled It took me minutes to solve the issue with [redacted] It has taken me and my mom THREE MONTHS TO RESOLVE the same issue with Orbitz Sincerely, [redacted]

Dear Ms***, The Revdex.com has shared your recent correspondence pertaining to which hotels qualify to utilize your future travel [redacted] towardsOn behalf of Orbitz, I apologize for your disappointing experience, and appreciate the opportunity to review your account and respond to your concernsPlease know that I do show a $future travel [redacted] under case number [redacted] Please know that your [redacted] is valid towards any prepaid hotel booking Once your booking has been confirmed, you will need to forward the case number provided, your new itinerary confirmation number, and the amount of the [redacted] Once your booking has been confirmed, the [redacted] will be redeemed towards the credit card used to confirm the booking Your [redacted] request can be forwarded to the email address of [redacted] @customercare.orbitz.comMs***, we please follow the directions provided above, and we will be happy to assist you; however, we are unable to grant your refund request of the hotel booking Thank you again for the opportunity to address your concernsSincerely, [redacted] Orbitz Customer Relations

Initial Business Response / [redacted] (1000, 5, 2014/12/10) */ Dear Ms [redacted] The Revdex.com has shared your recent correspondence pertaining to the airline credit you are wanting to use towards a new flight reservationI appreciate the opportunity to review your account and respond to your concerns At this time we are still reviewing your reservation, and working towards a resolutionPlease know that we apologize for any delays, and we will reach out to you once we have any further information Ms[redacted] we appreciate your patience Sincerely, [redacted] Orbitz Customer Relations Chicago, IL Consumer Response / [redacted] (-5, 10, 2015/01/16) */ The response from the business stated they will see what they can do; however I was never notified of an actually resolution to my problem Consumer Response / [redacted] (-5, 11, 2015/01/16) */ This case has not been resolvedThe company never notified of a resolutionPlease advise if I will need to resubmit my claim Consumer Response / [redacted] (3000, 14, 2015/01/20) */ I never received a resolution from orbitzPlease assist Thank you Business Response / [redacted] (4000, 16, 2015/01/23) */ Dear MsHaynes , The Revdex.com has shared your recent correspondence pertaining to the Qantas Airlines flight reservation that you have cancelled on August 4, I appreciate the opportunity to review your account and respond to your concerns MsHaynes, we certainly apologize for any confusion, and we really appreciate your patience while we investigated this matterI have confirmed with Qantas Airlines and our Refund Department that the unused taxes for both of your tickets have been refunded to your account on December 8, in a total amount of $Please allow up to days from that date to receive this refund to your account Furthermore, after reviewing your account I have confirmed on August you contacted an Orbitz Support agent in regards to processing an exchange; however, we were unable to locate your specific flight requestAt the time of this call, our agent advised you of the airline change fee of $200, reissue fee of $and any difference in fare to be added at the time you choose to exchange your ticketIn addition to the agent advising you of the penalties, you were also advised that you would need to cancel and rebook prior to your departureWe do show your tickets were cancelled online the Orbitz.com website, and at this time, the tickets do not have a valueUnfortunately, Qantas Airlines only allows the reservation to be rebooked prior to the departure date for these tickets To complete the cancellation process, all users are required to agree to the fare rules and the terms and conditions that govern that ticketAt this time, your ticket has no valuePlease understand Orbitz is only a distributor of tickets for airline carriers we display on our siteThis entire fare was paid to Qantas Airlines and Orbitz is required to adhere to all of the airline's rules and restrictions MsHaynes, we wish our reply could be more favorableHowever, we are confident that you were informed of all pertinent information, including the time frame in which an exchange could successfully be processed for your tickets prior to the cancellation you processed on the Orbitz website We appreciate your business and we hope you will provide us with a future opportunity to serve you with your travel planning needs Sincerely, LaToya Snell Orbitz Customer Relations Chicago, IL

July 27, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret to hear Ms [redacted] did not accept our response and/or resolution offered.As previously advised Orbitz utilizes a real-time airline reservations database that contains current ticket prices and availabilityAirfare is only guaranteed once the purchase has been completed and the tickets have been issuedThe database is updated regularly as fares change and seats are soldIn addition, the airline limits the number of seats available for discounted fares; as the discounted seats sell out fast, those airfares are no longer availableConsequently, it is possible that a specific fare that is available when customers book their reservations will no longer be available when it comes to ticketing the reservationAirfares are subject to change until the tickets and the reservation is confirmedOrbitz is unable to change or alter the fares provided by the airlines therefore we are unable to book Mr [redacted] ’s ticket at the rate originally quoted.Please accept our apologies for any lack of service you received while trying to resolve your situationIt is never Orbitz’s intent to mislead or to cause inconvenience to our clients, and we are sorry that you feel Orbitz has done soOrbitz goes to great lengths to supply our clients with the information and opportunity to make well-informed travel purchases, and we are more than willing to assist our clients in any way commercially possibleWe at Orbitz are dedicated to providing knowledgeable service and support to our clientsAgain, we apologize for any inconveniences in this matter.Despite his recent experience, we do value his businessOrbitz provided the customer with two $Orbitz Travel Coupons for use on a future tripThis coupon is valid towards the future purchase of an E-Special Rate hotel reservation, either as a stand-alone hotel or in a vacation packageThe coupon will appear in the booking path for the next qualified reservation, and it is valid until one year from the date of this letter.We thank you for allowing us to address this matter furtherIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] Tier Customer Service

September 6, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted] Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding a flight reservationWe understand from the customers complaint he is requesting a full refund of his flight reservation.Our records indicate on July 18, the customer self-booked a package reservation for one travelerThe customer purchased a two night hotel reservation at [redacted] Roof Inn Queens checking in on September 1, 2016, and checking out on September 3, The customers flights were operated by [redacted] Airlines, departing from Chicago, IL to New York, NY on September 1, and returning on September 3, The customer also purchased a “Package Protection Plan”.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 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 August 30, 2016to cancel his [redacted] airlines flight and request a refundThe customer requested compensation due to missing the flightWe apologize for the inconvenience this may have caused youBased 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 the tickets are non-refundable, we are unable to provide a refund of the reservationWe understand that per the customers complaint he is requesting a refund due to having insurancePer the insurance terms and conditions agreed to upon at the time of booking the customer is eligible for a refund if prevented from utilizing the reservation due to the cove [redacted] reasonsPlease review the Pre-Departure Trip Cancellation policy agreed to upon below:We will pay a Pre-Departure Trip Cancellation Benefit, up to the amount in the Schedule for non-refundable cancellation charges imposed by Policyholder, if you are prevented from taking your Cove [redacted] Vacation due to your, an Immediate Family Member’s, Traveling Companion’s, or Business Partner’s Sickness, Injury or death or Other Cove [redacted] Events as defined, that occur(s) before departure on your Cove [redacted] VacationThe Sickness or Injury must: a) commence while your coverage is in effect under the plan; b) require the examination and treatment by a Physician at the time the Cove [redacted] Vacation is canceled; and c) in the written opinion of the treating Physician, be so disabling as to prevent you from taking your Cove [redacted] Vacation.If the customer is seeking further compensation we suggest she reach out [redacted] Berkley Travel to submit a claim [redacted] Berkley Travel is our administrator for assistance and can be reached by calling [redacted] We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] Tier Customer Service

Revdex.com Complaint Department - Orbitz align="LEFT">Dear Revdex.com, Thank you for taking the time to contact Orbitzregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitzis 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 their reservations As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe will submit our final reply via the Revdex.com's websiteAgain, 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, Tier Customer Service