Orbitz

Dear Mr [redacted] , The Revdex.com has shared with us your recent correspondence regarding your experience with OrbitzIt is my understanding you are attempting to make a change to your flight; however, you were unaware that if you made a change the fare code on the new ticket had to be higherI appreciate the opportunity to review your account and respond to your concerns On behalf of Orbitz, I would like to apologize for any frustration this has caused you Please know I have contacted [redacted] and they have advised that if you make a change to the reservation it can be in a lower fare classFor example, you can change the business class to economy; however, if the new ticket is less you would not receive a refund of the residual amount and you would still be responsible for the $***line change fee, plus the $Orbitz fee Mr [redacted] , for security purposes if you are to make a change to the reservation you must contact our Customer Service Department at 1- [redacted] for assistance We appreciate your business and hope you will continue to use Orbitz in the future for your travel needs Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

January 06, 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 refund request for a flight reservationOur records show on April 08, 2016, Ms [redacted] self-booked an Orbitz.com airline reservation via booking number [redacted] , with a trip start date of January 14th, We understand from Ms [redacted] complaint, she was advised a refund would be completed in the amount of $due to the insurance component she added to the packageMs [redacted] is requesting a refund of $and a second amount of $for the difference between the new and old ticketOn December 22nd, Orbitz processed a refund of $207.25USDThis has been documented on the customer’s Orbitz accountOrbitz is unable to provide a refund of the difference in fare for $69.30USD as the price is provided to us directly by the airline and Orbitz does not keep the amount charged for the difference in fareThe full amount paid for the difference in fare is provided to the airlineAs a courtesy, Orbitz has provided a $future travel coupon for Ms***The coupon is available for use under her Orbitz account which is linked with the emailOrbitz’s goal is to provide an exceptional customer experienceWe do regret any inconvenience Ms [redacted] has encountered in resolving this matterAs a refund has been given to and the issue has been resolved to Mr [redacted] desired outcome, 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

Complaint: [redacted] I am rejecting this response because: the tickets may have been issued again at 11:40pm on the 21st, but the were for travel dates on 5-22-2016, taking one full travel day off our tripAnd making both of us lose over in PTO expenses aloneThe airline refused to compensate for the lost paid time off and for lost accommodation costs due to their error Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 6, 2014/08/07) */ Dear Mr[redacted] The Revdex.com has shared your recent correspondence pertaining to the ticket exchange process along with general customer serviceI appreciate the opportunity to review your account and respond to your concerns From your complaint, you booked tickets on March 18, for travel on July 2, After the booking was made, you needed to change the return flight, for personal reasonsUpon contacting customer service, believing this to be a seamless process, the matter became worseThe result was numerous charges on your credit card, and a canceled flight due to the error on the representative who processed the refundYou are asking Orbitz to compensate due to the errors along with the lack of knowledge regarding this type of changeFurthermore; your perception of Orbitz has become discontented due to the service you have received Mr[redacted] I do understand your concern in this matter, as airlines continue to add various charges in order to maintain costs; travel can be a hectic experience, and Orbitz does try to meet the expectations of our customers with terms and conditions associated with ticket bookings along with knowledgeable and comprehensible staff According to my research, the representative initially gave the correct quote; the original ticket was $1092.10, and the new fare was $1642.90, which resulted in a $differenceThe airline imposed exchange fee was $The total amount to change each ticket was $for a total of $ The actual exchange was not entered correctly; the airline quoted the fare in Canadian dollars; however, the exchange was for a fare which originated in the United Kingdom, which uses Pound Sterling as a currencyWhen the amount was calculated and converted, this was converted from Canadian to United States dollars, not Pound SterlingThis is the reason for the airline denying the new ticket as the fare was not priced correctly, and I will admit that we were in error Mr[redacted] our procedure was not followed, with no fault of yours, and your actions were justifiably correctOur aim is to meet or exceed customer expectations, and I regret that in this case, we fell short of our goal I have forwarded your complaint to the training department for coaching and trainingOur Director will address this issue with the agent to ensure better service in the future Feedback such as yours is critical to the operational side of our business On your behalf, I have contacted the airline, Air Transat, to verify the status of the tickets; you have exchanged the tickets directly with the airline, paying the appropriate fees and fare The pending charges from the exchange attempt with Orbitz should have been removed by the bank, as no actual charges we made on July 24, In taking all things into consideration; you have been offered a $voucher on July 28, as a gesture of good will; however, I do understand your pointThe amount is little in comparison to the extent of the exchange error Due to the error, Orbitz would like to offer you a $future travel voucher on your next Orbitz.com bookingOur voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needs When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [email protected] reference case number [redacted] and my e-mail offering the $future travel voucher in your requestOrbitz will then issue a credit to the card used for the new bookingThis offer is valid for one year from the date of this e-mail, August 7, The initial voucher is good until July 28, and this voucher is valid until August 7, If you chose to utilize the voucher, being apprehensive about speaking to customer service, you may forward the email back to me for the credit Please treat the vouchers as cash; you may use the amounts at different times or all at once; if you desire to use the combined voucher amount, please contact me directly, as the contact center will only use one voucher at a time as per their policy Therefore; the total amount of compensation is $ We take our customers' comments very seriously, and I thank you for your honest feedbackOrbitz does appreciate this feedback, which allows us to assist the needs of our customers Mr[redacted] thank you for bringing this to our attentionWe appreciate your business, and we hope you will provide us with a future opportunity to restore your confidence in our products and services Sincerely, [redacted] Orbitz Customer Relations

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 meThank you to the Revdex.com for interveningI do not believe Orbitz would have resolved the matter without my complaint to the Revdex.com Sincerely, [redacted] ***

Dear Mr***, The Revdex.com has shared with us your recent correspondence regarding your experience with OrbitzIt is my understanding you state when you contacted our customer service team regarding the credit from your canceled flight you were advised the reservation had been refunded; however, you have since learned the reservation was not refunded and you do have a credit but you have already booked a new reservationYou are requesting the credit be applied to the new reservation you bookedI appreciate the opportunity to review your account and respond to youOn behalf of Orbitz, I would like to apologize for any frustration this has caused you At Orbitz, we do understand the importance of our agents accurately and efficiently handling our customer’s requestsPlease know that I have reviewed the call on March 12, to verify that our agent properly addressed your concernsWhen you were first connected with the agent they asked for the Orbitz record locator you were calling about and you provided the locator [redacted] , which was the United Airlines reservation that was canceled and refunded due to a schedule change, and not [redacted] , which was the [redacted] Airlines ticket that was canceled for a future use creditTherefore, all the information provided to you was for [redacted] , as this is the reservation you advised you were calling about During the call the agent advised you that the reservation had been canceled and a refund provided back in August 2015; however, you stated you had received an email regarding this reservation that instead of a refund you had a credit to use towards a future bookingOur agent then contacted United Airlines to confirm whether you had received a refund or if you had a credit; however, as the airline representative was unable to see the reservation they advised for us to call their Customer Care Department during their regular business hours which were Monday through Friday from 8am to 4pm CSTThe agent relayed that information to you and stated she would escalate this and someone would call you back by Tuesday, March 15, You then advised that you were going to book a new reservation and they would have to credit you back and our agent advised that was not guaranteed Mr***, while we apologize for your disappointing experience, we do not show this was an Orbitz error as the information provided to you was for the Orbitz record locator you stated you were inquiring aboutYou do have a credit from the canceled trip with Orbitz record locator [redacted] ; however, we are unable to apply it to the new reservation you purchased with itinerary number [redacted] as it cannot be applied towards a new reservation made on the Orbitz siteOnly an Orbitz agent can rebook using a credit from a canceled tripThe credit is valid until August 10, to be used towards a future [redacted] Airlines flightEach passenger has until that date to rebook and start travel using the creditUpon rebooking you will be responsible for a $ [redacted] Airlines reissue fee per person, a $Orbitz fee per person, plus any difference in airfare per personPlease contact our Customer Service Department when you are ready to rebook We wish our response could be more favorableWe appreciate your business and hope you will ***nue to use Orbitz in the future for your travel needs Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

Complaint: [redacted] I am rejecting this response because: This is the same run around I was given multiple times when I called into orbitz before filing this complaint, unbelievable! It's like these guys are reading from the same bad scriptI have already talked to both their customer service line and the customer service line for their so called travel insurance with no resolution This response from Orbitz is the same answer they give me over the phone when I call inIf I accepted your “resolution” I would have to pay the $fee and then the difference between ticket prices which I have been repeatedly quoted as being around $when the original ticket only cost $569.15! This also seems like some elaborate scam by this company because they quote you around $as the difference in ticket price but if I was to just discard this ticket and purchase a new one on their site the price is around $As I said in my original complaint if this is the kind of service I can expect from this company not only will I never do business with them again I plan to make it a point to tell everyone I know not to do business with themI also plan to post this review on yelp and everywhere else I can think of so that other customers are not ripped off by this companyPlease do the right thing orbitz and issue me a refund and I will happily purchase a new ticket from you at current market price Sincerely, [redacted]

Dear Mr [redacted] The Revdex.com has shared your recent correspondence pertaining to your hotel overcharges at [redacted] Resort Montego Bay I have reviewed your reservation history to better understand the nature of your concerns You had a reservation at the [redacted] Resort Montego Bay that you were charged for an additional charge of $upon check-out Nevertheless, I see that there is a resolution to your overcharge On August 18, 2016, Orbitz Customer Relations contacted the property The property agreed to refund your account on file in the amount of $ Furthermore, due to your inconvenience Orbitz placed loyalty points into your account Mr [redacted] thank you for bringing this matter to our attention We value your business, and hope you will provide us with a future opportunity to restore your confidence in our products and services Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

Dear Mr***, 11pt;"> The Revdex.com has shared your recent correspondence pertaining to your search for a hotel reservation via ***, and the rates no longer being available.&n**p; On behalf of Orbitz, I apologize for the disappointment this has caused, and appreciate the opportunity to review your account and respond to your concerns At Orbitz, we make every effort to ensure that all rates are updated as quickly as possibleAs this issue was continually occurring via [redacted] directly, this is not necessary a problem generated by Orbitz.&n**p; This is an issue that would need to be reviewed by [redacted] directly.&n**p; Please know that our most up to date rates are available via our we**ite directly Mr***, we certainly apologize for any confusion that rates being displayed via [redacted] has caused.&n**p; We do appreciate your business, and hope that we have a future opportunity to serve you.&n**p; Sincerely, [redacted] Orbitz Customer Relations Tell us why here

Dear Mr [redacted] The Revdex.com has shared your recent correspondence pertaining to your voucher in reference to Orbitz confirmation number [redacted] 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 concerns Upon reviewing your account, our records show that Orbitz issued a voucher in the amount of $ However, you did not receive an email confirmation I apologize for any inconvenienceAs a gesture of our sincerity, Orbitz would like to offer you a $USD future travel voucher on your next prepaid Orbitz.com airline, hotel or vacation package booking Our 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] Please reference case number and my letter offering the $voucher in your request Orbitz will then issue a credit to the card used for the new booking This offer is valid for one year from the date of this letter, until January 4, Mr [redacted] thank you for bringing this matter to our attention We value your business, and hope you will provide us with a future opportunity to restore your confidence in our products and servicesSincerely, Luisa [redacted] Orbitz Customer Relations Chicago, IL

Complaint: [redacted] I am rejecting this response because:This was completely an UNFORCED ERROR on the part of Orbitz I should have been issued a new flight from Newark at around 12:pm, same as before, with only one connecting flight Orbitz did not provide an acceptable solution to their own UNFORCED ERROR I will continue seeking action until I am fully reimbursed My next step will be a lawsuit for not only airfare, but lost revenue Sincerely, [redacted]

January 29, 2018 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 BBB allowing us to address... the comments and concerns, which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (BBB case number [redacted] regarding flights. We understand [redacted] is asking for alternate flights and upgrades.Our records show [redacted] is or an authorized user of her account purchased roundtrip flights for four passengers with [redacted] Airlines for travel from Beijing to Denpasar February 11, 2018, and returning February 21, 2018, and Travel Protection Total Protection Plan with [redacted] , through the Orbitz.com website on November 23, 2017 for $3860.54.The fare rules for the flights selected and purchased state that the flights may be canceled and refunded less a fee of CNY 650 per ticket prior to the scheduled departure time. The terms and conditions of the insurance allowed for refund until December 8, 2017, after which it is nonrefundable.There was a schedule change on the outbound flight. We contacted the airline to see what options we may provide and were advised we might provide alternate flights, which were available on the same date of travel with an extended connection time from 45 minutes to 11 hours and 25 minutes. The option to refund was not made available. Orbitz.com is a third party booking site that provides flights for sale from our vendor airlines, among other travel products. The policies followed for airlines schedule changes are that of the airlines, and Orbitz.com is unable to alter their policies.As a gesture of goodwill, we provided our customer a refund for $100.00 on January 22, 2018, and a coupon worth up to $50.00 off a hotel or hotel package booked in the Orbitz.com account by February 28, 2019. The time needed to see the refund completed to the form of payment varies based on the processing time of the credit card company.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] Corporate Customer Service

Complaint: [redacted] I am rejecting this response because: On July 6th when using the credit to book a new flight, I was told by Orbitz customer service rep that the rebooking fee was WAIVED and I ONLY needed to pay $to use the creditI should not have to loose so much money due to incompetence on their reps On July 20th I was asked if I wanted to cancel my flight and my response was "no" because I now have a wedding booked and it is too late to purchase new tickets anywayAT NO TIME WAS I OFFERED A REFUNDWHO SAYS NO THANK YOU, DO NOT GIVE ME MY MONEY BACK?????? I do not want a $voucher as I will never use Orbitz againI only want my case documented correctly at this point [redacted] ***

Complaint: [redacted] I am rejecting this response because: First, when I talked with the representative on september 5th I had to other choice to accept the flightI was abroad on a island with limited connection, making an international call more than hours, explaining my problem to at least different peopleThe business can see the details of the call, I was connected to wrong person at least times( I think that might be intentional)During this time, my sister who was the passenger was on her way to airport for a flight that she was not gonna be allowed ( of course no other place to stay etc) I already told the representative that I will take this to court, them selling a ticket they are not allowed to buy is a big dealI did not accept their apology, told them already that the trouble they caused is way bigger than what they offer which was 100$Even for that they are lyingJust from curiosity I attempted to use the 100$ coupon for a hotel, but after attempts I was not successful using itThey probably offered something invalidIf they dont reimburse the flight and pay the international call fee, I will take this to small count claimsI am still not asking for the cruise that I missed while I was dealing with their mistake Sincerely, [redacted] ***

Dear Mr [redacted] , "Times New Roman",serif;">The Revdex.com has shared your recent correspondence pertaining to the refund of your ***line ticket I appreciate the opportunity to review your account and respond to your concerns I have reviewed your reservation history to better understand the nature of your concerns You had an ***line booking on [redacted] to travel on December 17, On December 11, you contacted Orbitz Customer Service to cancel your booking On November 5, 2015, you contacted Orbitz Customer Service to request a refund Orbitz Customer Service sent a request for your refund on numerous times; however, [redacted] did not respond to our requests to refund your ticket Please understand that Orbitz does not hold the funds for the ticket reserved I apologize for any inconvenience this may have caused Please know that today I contacted [redacted] on your behalf, regarding your refund for Orbitz confirmation number – [redacted] [redacted] has authorized your refund request [redacted] has processed the refund for your ticket The ticket was refunded in the amount of $ Please allow to business days for the refund to process We acknowledge that there was a delay in the refund, and I sincerely apologize for not meeting the high standards we have setWe value our customers and for that reason, as a gesture of our sincerity, Orbitz would like to offer you a $50USD future travel voucher on your next prepaid Orbitz.com ***line, hotel or vacation package bookingOur voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning 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] Please 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 for one year from the date of this letter, until March 16, Mr [redacted] , we appreciate your business, and we hope you will provide us with a future opportunity to serve your with your travel planning needs Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

November 30, 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 Mr [redacted] did not accept our response and/or resolution offeredOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding a flight reservationWe understand from Mr [redacted] ’s complaint he is requesting a refund of the change fee for his canceled flightsAs previously advised, Mr [redacted] was aware of the hour free cancelation period for his reservationWe apologize that Mr [redacted] had poor connection resulting in being unable to cancel his reservation however we are unable to validate any calls that were made into our customer service within hours of his reservationAs no cancelations happened within hours of booking we are unable to refund the customer [redacted] Airlines cancelation fees.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 tickets fare rules the customer agreed to at the time of booking, the tickets were refundable with a cancelation fee of ZAR and changeable with a change penalty fee of ZAR per passenger that would be chargedTo change the reservation the customer would be responsible for any difference in fareWe utilize a live inventory system for our flight reservationsThe inventory is updated regularly as purchases are made and prices changeThese updates are directly linked to the vendors availabilityWe regret if the customer felt the prices were not competitive.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 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 Hello, I am sorry about not replying to message on Revdex.com siteI did not get any emails until this one, so I assumed the complaint was still being processedI would just like to let you know that Orbitz refunded me the full amount, so I would like to thank you for helping me resolve this issueI am pretty sure without your help I would not have been able to get my money backSo the ticket should be closed as "customer is happy with solution":) Thank you very much again...and sorry for adding unnecessary work by writing this email, but I wanted to thank you, and inform you that the solution was to my likingHave a nice weekend! [redacted] Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2014/05/23) */ Dear [redacted] The Revdex.com has shared your recent correspondence with Orbitz so we may assist you furtherI understand you are upset with the service you received when you contacted our Customer Service Department to make a change to a reservation confirmed for your sonI appreciate the opportunity to review your account and respond to your concernsOn behalf of Orbitz, I sincerely apologize for the disappointing experience and the frustration this caused you Our aim is to meet or exceed customer expectations, and I regret that in this case, we fell short of our goal After reviewing your information, I was unable to find a reservation under the email address [redacted] In order to better assist you, please provide the Orbitz record locator and the email address on the accountOnce this information is received, I will gladly assist you furtherI look forward to hearing back from you Sincerely, [redacted] Orbitz Customer Relations Chicago, IL Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/05/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) [redacted] Final Business Response / [redacted] (4000, 9, 2014/05/28) */ Dear [redacted] The Revdex.com has shared your recent correspondence with Orbitz, so we may assist you furtherThank you for your quick response Please know I have forwarded your letter to the Director of our Customer Service Center for reviewClearly, our representative should have handled your inquiry more appropriatelyOur Director will address this issue with the agent to ensure better service in the future Also as a gesture of our sincerity, Orbitz has issued you a $USD future travel voucher to use toward your next Orbitz.com flight, hotel or package 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 for one year from the date of this letter, until May 28, [redacted] , thank you for bringing this matter to our attentionWe appreciate your business, and we hope you will provide us with a future opportunity to fully restore your confidence in our products and services Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

Complaint: [redacted] I am rejecting this response because:again the same answer is given repeadilyThe prices were continuously advertised for over an hour at more than half the cost so there was nothing live about itThis is not acceptable nor is how it has been handled I will not use your site anymore nor will anyone I knowI am very disappointed and I feel like I was lied to and the practices done by your company were dishonest and advertising Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I did contact the owner of the hotel immediately about the absence of the warm water in the whole hotel.He promised me every day that he was going to resolve the problem, but he did not resolve the problem till end of my stayI did contact Orbitz as soon as I couldOrbitz knew that hotel did not have warm water because other guest were writing that in their reviewsBut still, Orbitz continued to offer this hotel in orbitz's website without any indication that this hotel has issue with warm waterOrbitz needs to be responsible for the products they offer to people.I do insist on my compensation Have a blessed day, DrLesya [redacted]