Orbitz

June 22, 2017Revdex.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.Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a hotel reservationWe understand from Ms [redacted] complaint she is requesting a refund of a recent hotel reservation.As previously advised, based on the cancellation and change policy agreed upon by Ms [redacted] at the time of purchase, “The room type and rate selected are non-refundableShould you change or cancel this reservation for any reason, your payment will not be refunded.” Due to this, the assisting agent was required to call the hotel and receive authorization to change the reservationOn June 12, the hotel supervisor advised the agent that the room that the customers reserved was not available for the times that she wanted to change the reservation to therefore she would need to pay to upgrade the reservationWe understand the Ms [redacted] claims that the rooms were available online, at this time we are unable to verify that information.Our website is an input based systemWe allow customers to book reservations for the day of as we are unaware of the customers’ needs for the reservationAs this was not an Orbitz booking error we are unable to offer any compensation for this reservation.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

Dear Mr [redacted] , The Revdex.com has shared with us your correspondence regarding your experience with OrbitzIt is my understanding there was an issue with booking a flight reservation on the Orbitz website and you had to call Orbitz to book the reservationYou are requesting a refund for the $booking fee charged to make the reservation with the agentI appreciate the opportunity to review your account and respond to your concernsOn behalf of Orbitz, I would like to apologize for your disappointing experiencePlease know as onetime courtesy we have processed a refund for the $booking fee you were charged for your flight to Montreal The amount will reflect on your balance within to business daysMr [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 needsSincerely,Shalon ***Orbitz Customer RelationsChicago, IL

November 19, Revdex.com Otbitz.com - [redacted] Complaint Department Re: [redacted] Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact [redacted] , Incregarding 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 [redacted] , Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you [redacted] , Incis responding to the consumer complaint from Miss [redacted] (Revdex.com case number [redacted] ) regarding a flight exchange issue Our records reflect on September 20, the customer accessed Orbitz.com and self-booked two Orbitz one way fares for two passengers; for herself and passenger [redacted] , departing on December 8, aboard [redacted] Airlines from Orlando, FL to New York, NY The return one way flight, with [redacted] as the validating carrier is departs from New York, NY to Orlando, FL Miss [redacted] contacted Orbitiz on November 9, requesting to proves a complete name change, on Mr [redacted] ticket adding [redacted] She notes that she spoke to [redacted] Airlines who advised Orbitz could make this change for her When booking the flights the customer chose to purchase two Orbitz one-way flights This flight type contains the following information in the booking path, before completing the itinerary, for the customer’s information on how these flights are handled by the airlines: ! Important Flight Information Your flight is a combination of two one-way fares, each subject to its own rules and restrictions If one of your flights is changed or cancelled, it will not automatically alter the other flightChanges to the other flight may incur a charge While [redacted] ***’s fare rules, for this ticket, do allow a full name change, [redacted] Airlines terms do not [redacted] would require the customer to cancel the ticket and rebook with the correct names on the itinerary and pay the cancellation penalty The efforts to make the changes Miss [redacted] requested show our agent made the change to the [redacted] tickets, but this caused her [redacted] flights to be cancelled with a penalty in an attempt to make both ticketed passengers match The customer was upset with the cancel and re-book fees required by *** The case was escalated to our corporate team, who were able to restore her tickets to the original purchased state for herself and Mr [redacted] Orbitz serves only as a third party booking intermediary for travel related companies and as such are bound by the terms and conditions, and in the case of airlines, the ticket fare rules the customer agreed to at the time of purchase At this time, if she would still like to remove Mr [redacted] and add Ms [redacted] , she will need to contact our customer service department for assistance and they will only be able to do so according to the fare rules of each one way fare The [redacted] terms will control the outbound flights, and they will require that she pay the cancel/change fees for the flights She will need to determine if this is something she is would like to do or look at other options We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] Corporate Customer Service

Dear Mr [redacted] , The Revdex.com has shared your recent correspondence pertaining to your request to redeem your future travel voucher towards a new attraction and services reserved, but your request was declined On behalf of Orbitz, I apologize for this disappointing experience, and appreciate the opportunity to review your account and respond to your concernsPlease know that I have reviewed your voucher under case number [redacted] , and we do show that this voucher has already been redeemed and paid We apologize again for any confusion We do appreciate your business, and hope that we have a future opportunity to serve youSincerely, [redacted] Orbitz Customer Relations Tell us why here

Initial Business Response / [redacted] (1000, 5, 2015/08/11) */ Ms[redacted] The Revdex.com has shared your recent correspondence pertaining to the holds placed on your card by the hotel and car company, and you were disappointed in the service received by the Dollar agentOn behalf of Orbitz, I apologize for your disappointing experience, and appreciate the opportunity to review your account and respond to your concerns Many car rental companies do require that a hold be place on the card used upon your arrivalIf this is required, it will be advised in the car rental rules and regulationsUpon reviewing the rules associated with your booking, I do show that this information was advisedI have added the information before for your review A MAJOR CREDIT/DEBIT CARD IN THE RENTERS OWN NAME MUST BE PRESENTED AT THE TIME OF PICK-UPAT THE TIME OF RENTAL, AN AUTHORIZATION HOLD WILL BE SECURED ON THE CREDIT/DEBIT CARD PROVIDED TO COVER THE ESTIMATED RENTAL CHARGES AND ANY ADDIITONAL CHARGES THAT MAY BE INCURREDTHESE FUNDS WILL NOT BE AVAILABLE FOR YOUR USEIF AUTHORIZATION FOR THE ESTIMATED AMOUNT CANNOT BE OBTAINED, THE RENTAL WILL BE DENIED Nevertheless, this does not excuse the customer service issues you encountered with DollarRegarding the hold placed by the property, some hotels do require this hold for incidentals, especially is a Debit Card is usedThis is not something that properties generally place in their overview, whether your booking is reserved via a travel agency or the property directlyIt does often depend on the form of payment being used Ms[redacted] we are unable to grant your refund request; however, as 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 bookingOur voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needs Here 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 $voucher in your requestOrbitz will then issue a credit to the card used for the new bookingThis offer is valid until August 11, Ms[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 Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am not fully satisfied but this will do

August 22, 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 offered.As previously advised, Orbitz utilizes a live inventory system for our hotel reservationsThe inventory is updated regularly as purchases are made and prices changeThese updates are directly linked to the vendors availabilityThough we attempt to update the our website as quick as possible there may be a price discrepancy between our mobile app and our website due to the purchases/cancelations that are associated with our vendorsWe regret if the customer felt the prices were not competitive.We would like to apologize for the inconvenience Mr [redacted] have experienced, and our regrets that we are unable to offer a more satisfactory solution to his problemIt is disheartening when our clients feel that we have not met the standards to which we hold our organization and employees, as we attempt to provide the most efficient, quality service availableWe are able to confirm that the customer was refunded for two of the five reservations due to the customers Best Price Guarantee claims being approved.After further review of the customers claims submitted we are able to verify that different screenshots were submitted for the itinerariesWe advise Mr [redacted] that when booking multiple itineraries and wanting all of their prices to be matched to submit a claim for each itineraryAt this time we are unable to offer further compensation to Mr [redacted] .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, 2014/07/01) */ Dear Mr[redacted] The Revdex.com has shared your recent correspondence pertaining to requesting to receive your AARP discount on your room, this was denied by the hotel propertyYou feel that you were advised by Orbitz that the discount would be offered at the time of check-inOn behalf of Orbitz, I apologize for any confusion, and I appreciate the opportunity to review your account and respond to your concerns Please know that at Orbitz, we do not offer discounted rooms for paid memberships such as AARP or AAATo receive these discounts, you must reserve the room via their travel website or via the property directly as they are generally discounted from the standard rack rate price Mr[redacted] I have reviewed your reservation, and I do show that you contacted us after the booking was confirmed regarding a lower rate, but it was advised that your booking would not qualify for Best Price GuaranteeOrbitz offers lower priced negotiated hotel rates, and these types of discounts are not offered on our websiteThe rate displayed during your booking process was agreed to, and Orbitz has been charged in full by the propertyI wish that I could offer you a more favorable response, but we are unable to offer a refund due to a AARP discount Sincerely, [redacted] Orbitz Customer Relations Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/07/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) orbitz claims I did not contact them but I did and whether not the customer service representative documented the call is not my problemI was told by Orbitz that I would get my AARP discount at time of chewhich was a lie to close the saleI would not have purchased knowing that I Would not get my AARP discountI am not satisfied with this response Final Business Response / [redacted] (4000, 9, 2014/07/08) */ Dear Mr[redacted] Thank you for your follresponse, and I appreciate the opportunity to respond to your continued concerns Please know that each time your account is accessed, our system automatically documents all information on that specific agentWe certainly apologize for any confusion, but many of our hotel offers are already deeply discounted rates that discounts such as an AARP would not qualify forThis type of discount is generally only offered by the property on full rack room ratesThis is the reasoning Orbitz does not offer or advertise room rates with this discount Mr[redacted] we certainly apologize for your disappointment, but we are unable to offer the AARP discount on the Orbitz rateAs a gesture of goodwill, Orbitz would like to offer you a $USD future travel voucher on your next prepaid Orbitz.com 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 needs Here 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 $voucher in your requestOrbitz will then issue a credit to the card used for the new bookingThis offer is valid until July 8, Mr[redacted] we 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

Dear Ms [redacted] , The Revdex.com has shared with us your correspondence regarding your recent experience with OrbitzIt is my understanding you are upset with the service you received when contacting Orbitz to make a change to your reservationI appreciate the opportunity to respond to you On behalf of Orbitz, I apologize for any frustration this has caused you Please know I was unable to find the reservation with the information with your email address or phone numberCan you please provide me with the Orbitz booking number, or email address used at the time of booking, so I can review? I look forward to hearing back from you Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

Complaint: [redacted] I am rejecting this response because:copied from my notes taken during my extensive time on the phone:06/18/[redacted] ? Unknown name [redacted] transferred to corporate deptafter almost hours on the phoneDisconnected! [redacted] Orbitz Service TeamTransfer to supervisor, [redacted] Calling concern department disconnected again!7:pm ***Transferring me to supervisor [redacted] escalated to corporate manager 8:pmHung up at 12:am on 06/19/(hours, minutes on phone)12:am (after trying [redacted] ***) [redacted] called back transferred to [redacted] min in, call disconnected.Called # againAfter holding for hours I was told that the dept I needed to speak with was closedScheduled callback for tomorrowhours total time on the phone06/19/Had to call them because no call back [redacted] (supervisor) transfer to [redacted] She said they would honor the $chargeDidnt agree to thatAsked her to confirm with ticketing that they would be able to fix before continuingGot a notice from [redacted] that [redacted] charged $353!!! Refunded that amount after I notified herOffered $credit for orbitz after I told her I would NEVER Ddo business with them Again and wanted a refund instead, she declinedShe said my flights were now correctJust to be sure, I Checked [redacted] app on Sunday night and realized my FLL flight is set for wrong date!!!Called [redacted] > *** [redacted] said he will call corporate manger and call me back (12:am - hour on phone this call before being told he will hang up and call back) [redacted] was the corporate manager he spoke with (1:am 6/20/2016)Finally Corrected flight (hours before scheduled to fly out!!!)A total of + hours on the phone! Demanded a call from the HEAD of the HIGHEST department in orbitz the following dayNever received a call backI want to be compensated for my time! hours+ total time of being lied to and placed on hold, disconnected, etcAn entire Saturday and most of Sunday (into the wee hours of the morning both times) spent away from my family, stressing out after being notified less than hours before I was scheduled to fly! Sincerely, [redacted]

June 13, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O- [redacted] Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] T [redacted] (Revdex.com case number [redacted] ) regarding a flight reservationWe understand from Ms [redacted] complaint she is unhappy with the changes that were made to her flight reservation.Our records indicate that on March 6, the customer self-booked two one-way flight reservations using Orbitz.comThe departure flight reservation was operated by [redacted] Airlines, with flights from Richmond, VA to Fort Lauderdale, FL departing on July 9, The customers return flight was operated by [redacted] Airways, with flights from Fort Lauderdale, FL to Richmond, VA departing on July 16, 2016.From time to time and for a variety of reasons, airlines issue schedule changes We 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] Airlines was the operating carrier and merchant of record for the customers departure flights (the entity that received the funds and the company that charged 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.Only the airline can make changes to customer’s flightsThese changes are not related to the type of ticket that you bought or the company that you bought fromAirlines rarely tell travel agencies why they make a changeSchedule changes are often due to routing adjustments, severe weather, or staffing or maintenance issues.On August 17, 2015, [redacted] Airlines notified Orbitz they had customers departure flight timesSubsequently, an email was made to made to Ms [redacted] advising that [redacted] Airlines made a significant change to the return flightAs the change was related to an airline schedule change, Orbitz is unable to honor the customer’s request for any further compensation.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 MrAlinder, The Revdex.com has shared your recent correspondence pertaining to your hotel no show fee charges I have reviewed your reservation history to better understand the nature of your concerns You had a reservation at the Fairfield Inn & Suites StPaul Northeast that the dates were booked in error: however, the reservation confirmed was associated with a nonrefundable cancellation policy I appreciate the opportunity to review your account and respond to you inquiryPlease know that we do empathize with your situation, and today I have contacted the Fairfield Inn & Suites StPaul NorthwestThe Fairfield Inn & Suites StPaul Northwest, have authorized a full refund for your stay in the amount of $ Please allow to days for the refund to process to 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 servicesSincerely, Luisa [redacted] Orbitz Customer Relations Chicago, IL

August 18, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted] Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding a hotel reservationWe understand from the customers complaint he is unhappy about the price difference between what was shown on the computer and his mobile app.Our records reflect that between July 29th and July 30th the customer self-booked five hotel reservations for two travelers using Orbitz websiteMr [redacted] purchased a one night hotel reservation at Excellence El Carmen- Adults Only All Inclusive, checking in on November 14, 2016, and checking out on November 20, 2016.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providersWe utilize a live inventory system for our hotel reservationsThe inventory is updated regularly as purchases are made and prices changeThese updates are directly linked to the vendors availabilityThough we attempt to update the our website as quick as possible there may be a price discrepancy due to the purchases/cancelations that are associated with our vendorsWe regret if the customer felt the prices were not competitive.As prices will fluctuate, Orbitz offers our Best Price Guarantee promotion as a benefit to our customersThe benefit is that we will match the price if a lower price is found onlineWe are able to confirm that the customer was refunded for two of the five reservations due to the customers Best Price Guarantee claims being approvedAt this time we are unable to offer further compensation to Mr [redacted] .If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted] Tier Customer Service

April 21, Revdex.com Chicago and Norther Illinois Complaint DepartmentRE: Orbitz Case [redacted] Dear Revdex.com, Thank you for contacting Orbitz regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding a flightOur records show on August 23, [redacted] ***, or a person authorized by her, booked a roundtrip flight with [redacted] Canada traveling from Sao Paulo to Milwaukee on December 11, 2017, and returning on May 7, 2018, and flight insurance coverage with [redacted] Affinity Insurance company for a total of $1231.26.Our customer contacted us after the outbound flight was completed to inquire on changing the return flightOn the first contact pricing was provided that was not preferredOn the second contact the preferred flights were no longer availableThere was one flight possibility that was not preferred.On a third contact our customer requested to be escalated to a manager without providing any detailsOnce the call was escalated and the customers details were provided, we found that a manager in a different support center was requiredA transfer to was offered to the other support center, which was declined in favor of receiving an address for written correspondenceAfter receiving the complaint from the Revdex.com, we attempted to contact [redacted] and see if we can assist with changes, within the policy of the airline, and in accordance with the airlines fare rules, for the flight which is availableRegrettably, we were unable to speak directly to anyoneAirline inventory and pricing is limited and subject to change without noticeAs such, it cannot be provided or priced via voicemail or email.Orbitz.com is a third-party website that offers travel items for sale from vendors, such as airlinesChanges to flights, flight inventory, flight pricing and fare rules are that of the airline vendorOrbitz.com is unable to change or override the policies, inventory, or pricing of the vendor.We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] Corporate Customer Service

Dear Mr. [redacted] , Thank you for your response. On behalf of Orbitz, I would like to apologize for your continued disappointment. Please know while [redacted] Airlines advised that you had rebooked a new ticket using the money from the canceled flight you had booked with Orbitz, they did not provide me with any information regarding your flight details such as dates , times, or flight numbers. Mr. [redacted] , we do value you as a customer; therefore, as a onetime courtesy we have processed a refund for the $200 you were charged to use your credit. The refund will appear back to your account within 3 to 5 business days. If you have any further questions or concerns, please let me know. Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

Dear Ms [redacted] , The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you furtherIt is my understanding that you are upset to find that your credit from a canceled trip has already expiredI appreciate the opportunity to review your account, and respond to your concernsAfter reviewing your reservation under record locator [redacted] ; I do show per the terms and conditions placed on the ticket by [redacted] Airlines; you had to rebook and commence travel by March 22, However, I would like to resolve this more to your satisfactionWe value you as a customer, and as a gesture of goodwill, Orbitz has issued you a $USD future travel voucher (this is the amount of your credit minus the $penalty feeThe voucher is to be used toward your next Orbitz.com prepaid bookingWe 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 [redacted] @customercare.orbitz.comPlease 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 23, Ms [redacted] , thank you for allowing me to review this with youYour business is truly appreciated, and we hope to have an opportunity to serve you in the future with your travel planning needsSincerely, [redacted] Orbitz Customer Relations Chicago, IL

Complaint: [redacted] I am rejecting this response because: I was unable to use my Orbitz Credit Card after I applied for itIt was advertised on your website that we could use the card immediately, which is why I applied for the credit card in the first placeit is advertisement if what was promised was not givenI was prompted with this message after I successfully applied for the credit card "IMPORTANT! Your temporary credit card number is [redacted] and your security code (CVV) is ***Please save this information, as you will need it complete your purchase." I am only asking for what was promised to me when I applied for the credit cardi was very dissatisfied that the customer service representative dismissed me as if it was my fault that the credit card you advertised on your website that could be used was in fact not trueAnd now you are doing the sameI would not have applied for the credit card if I had known that it would not have been applied to the $I spent on the flightsI am due a credit of at least $and probably some more for the extra time I had/have to waste on filing this complaintYou are not providing your consumers what you promised on your website Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I was present at the check in counter, nobody from [redacted] airways was availableWhen I first called orbitz I was not told it was a no show but rather that the flight has 'open' status In the time period from when I first talked with orbitz until the next time I talked with orbitz the flight status changedThe rejection is also made because there is no valid response made, Orbitz simply requested more time to respond Sincerely, [redacted] ***

September 19, 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 hotel reservationWe understand Mr [redacted] complaint he is requesting a refund of his hotel reservation.Our records indicate that on September 8, the customer self-booked a hotel reservation for two travelers using Orbitz.com mobile siteThe customer purchased a one night hotel reservation at ASuites at Signature Condo Hotel, checking in on November 9, 2017, and checking out on November 10, 2017.Per the customers complaint we understand that he is not happy about the taxes and fees that were charged for the reservation therefore he is requesting a refund of the reservationWhen booking the reservation the customer agreed to the hotels Cancellation and Change Policy below.The room type and rate selected are non-refundableShould you change or cancel this reservation for any reason, your payment will not be refunded.When reviewing the customers booking process, we can confirm that after choosing the room the customer has a chance to review the reservation on the “Secure Booking” pageWhen looking through the page, the customer can review the price along with the “Taxes & Fees per night” when clicking on the blue hyper link the customer is shown the message below:The taxes are tax recovery charges Orbitz pays to its vendors (e.ghotels); for details, please see our Terms of UseWe retain our service fees as compensation in servicing your travel reservation.When booking online the customer agreed to our terms and conditions below:You acknowledge that except as provided below with respect to tax obligations on the amounts we retain for our Services, Orbitz does not collect taxes for remittance to applicable taxing authoritiesThe tax recovery charges on prepaid hotel transactions are a recovery of the estimated taxes (e.gsales and use, occupancy, room tax, excise tax, value added tax, etc.) that Orbitz pays to the hotel supplier for taxes due on the hotel's rental rate for the roomThe hotel suppliers invoice Orbitz for certain charges, including tax amountsThe hotel suppliers are responsible for remitting applicable taxes to the applicable taxing jurisdictionsOrbitz does not act as a co-vendor with the Supplier with whom we book or reserve our customer's travel arrangementsTaxability and the appropriate tax rate vary greatly by locationThe actual tax amounts paid by Orbitz to the Suppliers may vary from the tax recovery charge amounts, depending upon the rates, taxability, etcin effect at the time of the actual use of the hotel by our customersWe retain service fees as additional compensation in servicing your travel reservationService fees retained by Orbitz for our Services vary based on the amount and type of hotel reservation.You may cancel or change your prepaid hotel reservation, but you will be charged the cancellation or change fee indicated in the rules and restrictions for the hotel reservation.Due to the above we are unable to refund the customer for the reservationWe thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted] Corporate Customer Service

May 26, 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 she is unhappy about the price increase experienced while attempting to book a reservation.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 providersWe 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 competitiveAirfare is only guaranteed once the purchase has been completed and the tickets have been issuedDue to this we are unable to alter any prices that have changed within the system due to the Airlines availability.Orbitz strives to provide the highest level of customer experience and for that reason; the Orbitz website has recently undergone several upgrades that may be causing errors to occurThough we understand the public misconception, this was not a “bait and switch” as Mr [redacted] referred to it and is a common occurrence for anybody searching for and booking a trip within the travel industry or through a travel agent as Mr [redacted] did.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

Dear Mr [redacted] The Revdex.com has shared your recent correspondence pertaining to Orbitz confirmation numbers - [redacted] , [redacted] , [redacted] & [redacted] I appreciate the opportunity to review your account and respond to your concerns Upon reviewing your account, I do show that you confirmed four hotel bookings with Orbitz for August at [redacted] Cancun - All InclusiveHowever, you were contacted by [redacted] Cancun on May 13, 2016, that the hotel was under construction and was not able to honor your bookingsPlease know that at the time your reservation was made the hotel was not scheduled for any construction At Orbitz, we understand the importance of notifying our customers of any changes that occur to your hotel bookingUpon reviewing your reservation, I do show that you were given similar alternate options Your three options are – Option # – Paradisus Playa Del Carmen La Esmeralda located in Playa Del Carmen, MexicoThis property is considered an upgrade because this is a new hotel with more restaurants than [redacted] Cancun with many different facilities Option # – Paradisus Cancun located in Cancun, Mexico The property has received Four-Diamond honors since by ***Option # - Cancellation without penalty Mr [redacted] both the hotel options are similar properties with higher star ratings and sa [redacted] amenities as [redacted] Cancun As with airlines, hotels are also subject to relocate customers under unforeseen circumstances as in your case Please understand [redacted] Cancun made the decision to close the property due to construction and this was not Orbitz’s decision Furthermore, I found that you requested a higher priced option due to the hotel’s issuesYou have the option to book your preferred the property However, you will have to pay the price difference since [redacted] Cancun has offered alternate properties that are sa [redacted] or above the star rating of [redacted] CancunOrbitz is not in a position to pay for the price difference, because of the options provided by [redacted] Cancun Please know that [redacted] Cancun is not an Adult’s only property and that your property choice of Vine by Secrets is higher category property, and the rate was higher even at the ti [redacted] you made your original booking Furthermore, Vine by Secrets is not associated with Melia properties Mr [redacted] if you can please advise your preference from the above three options provided, I will be happy to assist with your bookingsPlease know that Orbitz was doing all possible to assist with your bookings We certainly regret your disappointment in our services, but we were making every effort to assist with your requests Sincerely, [redacted] Orbitz Customer Relations Chicago, IL