Orbitz

Dear MsOsborn, The Revdex.com has shared your recent correspondence pertaining to your recent car booking I have reviewed your reservation history to better understand the nature of your concerns You had a car reservation for with Thrifty and had requested a
Ford Focus, or similar vehicle, for a pick up on December 23, However, when you picked up your car, the Thrifty agent advised that in order to confirm the Ford Focus, there would be an additional cost of $ Furthermore, I found that you paid for the extra fee of $to confirm the Ford Focus On your behalf, I contacted Thrifty and spoke to a Thrifty Customer Service agent The Thrifty Customer Service agent was unfortunately unable to determine what took place at the time of pick up I apologize for any inconvenience you may have experienced Please know that I have reviewed your account, and I found that there is a resolution to your concerns On January 6, at 1142A CST, you were advised by Orbitz that you will receive a refund in the amount of $the additional cost to confirm your vehicle preference Please allow to business days for the refund to process Ms*** 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, Luisa Badalamenti Orbitz Customer Relations Chicago, IL

Initial Business Response /* (1000, 5, 2015/06/15) */
Dear Mr***,
Thank you for contacting Orbitz via the Revdex.comIt is my understanding that the *** Inn, Orbitz Confirmation# PBORBXXXXXXXXXX, did not meet expectationsOn behalf of Orbitz we apologize for
any disappointment
Mr***, I can appreciate your positionAs the hotel was self-booked via Orbitz, you've held Orbitz responsible for Wellesley's qualityUnfortunately, however, Orbitz has no purview of any hotel's maintenance, cleanliness, security, etc
Please understand, *** Inn is not owned or operated by Orbitz Worldwide; in fact all our suppliers are independentTherefore, we've shared your comments with the hotelHopefully your feedback will provide Wellesley Inn an opportunity to make improvements
Mr***, please know Orbitz does understand travelers may have differing expectations of hotelsFor this reason, Orbitz.com provides Customer Hotel Reviews/RatingsIn this case, *** Inn shows a customer rating of of via Orbitz.comThis information, was accessible prior to bookingNonetheless we do regret any dissatisfaction with your trip
Regarding your refund request; our records show you prepaid $117.32USD for 1-night stay at *** Inn, on June 9, As you know the reservation was 100% non-refundable at the time of bookingFurther, as you've agreed to prepay Orbitz, Orbitz paid *** Inn for your stayUnfortunately, we're bound by the hotel cancellation policy you accepted at the time of booking
Therefore as you've mentioned *** Inn must provide approval for any refund exceptionRegrettably, Orbitz had not been successful gaining such an exceptionAnd although the value of this prepaid stay, $117.62USD, was offered via Orbitz Future Travel Voucher; you refused to accept our credit
Mr***, please know I've contacted the *** Inn a final time in hopes your request may be honoredPlease know there is no guarantee of any exception because the hotel stay was booked as a non-refundable reservationI expect to have response from the hotel within business daysHowever, if you'd prefer immediate end to this issue, I'm happy to offer our Orbitz Prepaid Hotel Future Travel Voucher in the amount of $120USD
Our voucher is offered as a sign of our commitment to you and hopeful amicable resolution to your concernWe do hope you will consider our offer and await your responseIn the meantime, please know that we are also awaiting *** final answer to our mutual requestThank you for sharing your concern and allowing team to advocate on your behalf
Sincerely,
*** ***
Orbitz Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (3000, 7, 2015/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for your offer of a travel voucher for $USDI would be inclined to accept this offer if there was only one transaction in question hereHowever, as a matter of fact, there are two transactions in question, one for 117.62, and another, which you may have overlooked, for $If your travel voucher was of an amount that approached the total amount of both transactions, say $USD, I would be inclined to acceptBecauseI was traveling with my and years old daughters (returning from my mother's and their grandmother's funeral), I booked a separate room for themHowever, during our very short time at the *** Inn, before we returned our keys and explained that the rooms were not suitable for our habitation, my daughters were subjected to unwelcome attention from men seeking prostitutes in the lobby of the hotel in which Orbitz sold us roomsSo there was no way I would have left my young daughters in a room alone in this buildingIf you are willing to compensate us for the second room with a travel voucher also, we can resolve this immediately
In response to some of your arguments in this matter: Orbitz is attempting to disclaim liability as merchant of record in this transactionHowever, I had no business transaction with the *** InnIt is undeniable that Orbitz is the merchant of record and custodian of funds on this transaction, by their own admission in this responseOrbitz sold me two rooms in a venue for criminal activity (prostitution, drug use and trafficking)I have contacted the East Point Police Department, and have discovered from them that they are well aware of the criminal nature of this venue; I would suggest that Orbitz reconsider whether they should have a business relationship with a business that the local police regard as a criminal trouble spot in their cityThis is not merely a matter of travellers having differing expectations of hotelsThis particular hotel is the site of well known criminal activityIndeed, as the local police department verified with me in my phone call with them, it is little better than a crack den or a brothelI encourage you to send your own agents to confirm this for yourselfShort of this, you may wish consult reviews on *** which clearly show a horrific pattern since early 2014, consistent with what the East Point Police told me (they told me that they place had been "cleaned up" by a different manager, at one point, but then he left and that the new manager had let things "go way down hill" again)
You argue that I could have accessed reviews prior to booking the hotelThis is true, but I was on the road, returning from the funeral of a loved one, making arrangements on the flyIn the process, I guess I made the mistake of presuming that Orbitz might vouch for the quality of services they are offering, especially those services highlighted on the mobile app as a "hotel deal." I would suggest that this marketing highlighting, and sorting of this hotel to the top of the listings implies some suggestion of a minimum standard of quality, at least that the venue would be safe, sanitary, and largely free from criminal activityYour specific marketing of this property as a "hotel deal" increases your liability in this matter, to assure that what you are highlighting is not a deeply flawed offering
Moreover, just as I had access to review, so Orbitz had access to the information about what they were selling, primarily in reviews on *** and other sites, commonly available on the InternetOrbitz had the clear ability, without undue difficulty or expense, to know that they were selling a defective service, even if provision of that service was subcontracted to an unreliable business partnerOrbitz could also, having been tipped off by mention of criminal activities in reviews, have made a call to the local police department to confirm, as I did, that this venue is well known for such activitiesOne could argue that Orbitz has a duty to engage in some such due diligence, to assure the quality of the product they are selling
Reviews on the Orbitz site are surprisingly favourable for this venue, in comparison with reviews on other web site (like Trip Advisor), suspiciously so, leading one to the supposition that the ratings on Orbitz might be censored or that there might be falsified positive reviews (perhaps by the hotel - I encourage Orbitz to investigate this)Suspiciously, positive reviews for this property on TripAdvisor ended, for the most part, in early 2014, but they have continued on OrbitzAgain, this is completely consistent with the account related to me by the East Point Police department
It may comfort you to know that I have contacted, the *** *** health department as well, to inform them of sanitation problems at this propertyPerhaps this, and my contacts with the police, will eventually result in this hotel reforming its ways, and becoming a business partner more suitable for OrbitzPerhaps it will also be of interest for you to know that this has been an educational experience for meAs a business school professor who often teaches executives, and who as recently as two weeks ago taught a case about Airbnb, I have learned that although people worry about he quality of services delivered via *** that company's policy of only forwarding fees to hosts hours after guests have arrived and found the property suitable, is actually a considerable improvement over traditional practices of hotels and booking services, like OrbitzThis will become a part of my future teaching on this subjectI would suggest that for your pre-paid deals, you might consider implementing a policy of forwarding funds to hotels like the Wellesley Inn only after guest have arrived and found the venue suitableYou could market this level of assurance, as a factor that differentiates you from other travel services *** *** ***
To repeat, however: If you can find a way to offer a travel voucher that covers both my transactions, rather than only the one you mention, we can resolve this immediatelyI would, however, with the best intentions, suggest that your business relationship with the *** Inn is not in your best interestsI would recommend that you stop selling such obviously inferior productIt is a danger to your brandThanks much for the time you have taken to read my response
Sincerely,
*** D ***
Final Business Response /* (4000, 9, 2015/06/23) */
Dear Mr***,
Thank you for considering our offerAs I understand your response, you would find amicable resolution in Orbitz offer of a $250USD Orbitz Prepaid Hotel or Vacation Package VoucherTherefore, I am honoring your requestPlease understand, Orbitz is providing our voucher as a sign of our commitment to you, in recognition of your loyalty, and as final end to this concern
Here are the instructions for your voucher:
When you make your next Prepaid Hotel or Vacation Package booking via Orbitz.com, simply forward the Orbitz Future Travel voucher to ***@orbitz.com ; and request to redeem voucher# XXXXXXXOrbitz will then issue credit to the card used for the new bookingYour voucher is valid until 12:00AM CT, June 23,
Mr***, thank you for allowing Orbitz to review your concernWe appreciate your consideration of our efforts on your behalf and acceptance of our remedy
Sincerely,
*** ***
Orbitz Customer Relations
Chicago, IL
Final Consumer Response /* (2000, 11, 2015/06/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Their offer constitutes a full refund, as requested and as is obviously called for in this caseI commend Orbitz for coming to an honourable conclusion in this caseIt would be nicer if they had come to this conclusion more quicklyI would also urge them to take action to keep other consumers from being victimised by the Wellesley Inn

Initial Business Response /* (1000, 5, 2014/07/28) */
Dear Mr***
Thank you for contacting Orbitz via the Revdex.comOn behalf of Orbitz, I sincerely apologize for this disappointing experience
It is my understanding that the airline generated a schedule change
to your itinerary, which resulted in additional costYou are requesting a refund in the amount of $594.00, paid to *** Airlines to obtain economy comfort seat assignment
In reviewing your booking history, I do see an airline generated schedule change to your return flightThrough further review, it is documented that we notified you of the airline schedule change on July 22nd
You contacted Orbitz on July 25th to request a refund of the money paid to *** to confirm economy comfort seating with the airlineOn this date, you were transferred to a supervisor per policy, who contacted *** to inquire into a possible refund of the $594.00, which was declined by the airline
Mr.*** please understand that Orbitz has no control over airline schedule changesWe notify customers of the flight changes/protection received from the airlineWe do ask that you contact us if what the airline has provided is unacceptable, and we will contact the airline on your behalf for other airline options
While I recognize your disappointment and regret any inconvenience this may have caused, the airlines reserve the right to change their schedules at any time, with or without noticeDuring the booking process, Orbitz presents and customers must agree to the airline fare rules and Ticket Terms and ConditionsI have copied a portion of the terms below:
Air transportation, whether it is domestic or international (including domestic portions of international journeys), is subject to the individual terms of the transporting air carriers, which are herein incorporated by reference and made part of the contract of carriageTimes shown in timetables or elsewhere are not guaranteed and form no part of this contractCarrier may without notice substitute alternate carriers or aircraft, and may alter or omit stopping places shown on the ticket in case of necessitySchedules are subject to change without notice
We regret the airline schedule change affected your travel and caused you added expense, however; Orbitz is unable to refund you as requestedOur records support your airline schedule change, and calls were handled properly
Mr.*** we appreciate your business, and we hope you will provide us with a future opportunity to serve you with your travel planning needs
Sincerely,
***
Orbitz Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2014/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If during my first call to Orbitz all my options were explained and I was at that time allowed to speak with a supervisor this could have been handeled thenInstead I was refused an option by Orbitz, refused a chance to speak with a supervisorThey said one called me but I have no record of that and I asked Orbitz to prove to me that someone called, emailed, faxed, or had any connection with me and they have noneI had to call *** on my own because Orbitz ( My booking Agent ) wouldn't do their jobI paid them for a service and they did not provide oneThat's the bottom lineIf Orbitz can prove that a supervisor returned a call or email to me after or during my first call I will retract my complaint but as of now i'm out an extra 25% in costs due to their failureLynn should be able to prove every thing she said happened actually happenedI want documentation of the events with the copy of the recordingsWas the first call recorded? 7/at like 9:am estThat call will prove my story, how about their side of things
Final Business Response /* (4000, 9, 2014/07/30) */
Dear Mr***
Thank you for your recent responseI am sorry for your continued disappointment
Please know that recorded phone calls and documentation is proprietary information for usage by Orbitz only
In reviewing the call on July 25th, at 8:32AM CDT, I find that you were unhappy that the airline changed your return flightYou were checking for seat assignments for all travelers to be seated together, which was unavailable
The agent advised you to cheat the airport with *** Airlines on the day of departure two hours early for assistance with seat assignmentYou asked if you could be placed on ***, and our agent advised that we could not place you on ***
You then discussed what priority seating meant, you did ask for a supervisor; and I apologize that you were not transferredHowever, as the airline seat map did not have available seats together to assign, our supervisor would not have been able to assign seats together
Please know that based on our customers' preferences; we transmit a request about the seats requested to the airlineHowever, please note that the seat assignments are ultimately the decision of the airline
On July 25th at 6:47PM CDT you spoke with a supervisor to request compensation for the seat assignment upgrade purchased with *** Airlines, which we were unable to provideOur supervisor did offer to cancel and refund the tickets per airline schedule change policy, which was declined
Mr.*** regrettably, we are unable to refund the funds paid to *** Airlines
Regards,
***
Orbitz Customer Relations

Dear Ms***, Thank you for your follresponse, and I appreciate the opportunity to address your continued concerns Please be assured that Orbitz’s goal, as a website, is to be able to offer the lowest prices possible to our customersOffering lower prices to customers is what benefits Orbitz as a company, not offering higher prices that a customer may not be able to purchase. At the time, you were attempting to make your air reservation, the lowest fare was made available for you within the airline's guidelines. Ms***, we understand this is not the reply you were hoping for, but we are unable to honor the fare. Thank you again for the opportunity to address your concerns Sincerely, *** *** Orbitz Customer Relations Chicago, IL

Initial Business Response /* (1000, 5, 2015/09/25) */
Dear Mr***
The Revdex.com has shared your recent correspondence pertaining to the refund of a hotel stayI appreciate the opportunity to review your account and respond to your concerns
From your complaint, a hotel,
Legacy Vacation Resorts, was reserved as a package on July 13, for an arrival on July 15, The concern was the hotel; the property was not presented to you in a manner that you believed to be to your standardsThe noise overall was a main concernUpon contacting the hotel management, you were treated by unapologetic staffFurthermore; your perception of Orbitz has become discontented due to the service you have received
Mr*** I do understand your concern as you did book the hotel based on the property explanation and costs that you viewed on the website, only to be convinced that you were led by descriptionsTravel can be a hectic experience, and Orbitz does try to meet the expectations of our customers with reliable information along with retailers
Hotel properties or representative companies provide their own content information, which includes their star rating, location, amenities, and property descriptionWith well over 65,properties offered through our website, Orbitz relies solely on each hotel to provide us with accurate descriptions of their properties, including their available amenities
On behalf of the hotel, I do apologize, they were not able to accommodate your needsWe know how important it is to you to be capable to count on us to meet your expectations but to surpass them as wellPlease be assured that Orbitz has no intention to mislead our customers, and I regret that you have had this perception
I have escalated the concern to the sales office of the property along with the Market Manager for the regionThe hotel has offered to refund two nights of the stayThe initial cost of the hotel was $567.66, with the partial refund of $157.24; the remaining amount is $
Orbitz has processed a refund to the card ending in*** today, September 25, Please allow to days for the credit to appear on the statement
I thank you for bring this matter to our attentionFeedback such as yours is critical to our operational side of our business
Due to the circumstances, along with the tier status, Orbitz will refund the remaining amount of $This will process today, and the same timeframe applies
Therefore, the total amount of the stay is refunded
Mr*** thank you for your considerable loyalty to OrbitzWe appreciate your business, and we hope you will provide us with a future opportunity with your travel needs
Sincerely,
***
Orbitz Customer Relations

Initial Business Response /* (1000, 5, 2014/09/26) */
Dear Ms.***
The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you furtherIt is my understanding that upon arriving at the hotel you booked through *** Travel, you learned that the
hotel did not have any rooms available for youFurthermore, you feel that this was an error on our partOn behalf of Orbitz and*** Travel, I apologize for this frustrating experience and the inconvenience it caused for you and your family
Per the notes in your account, we show that we were called on August regarding the hotel denying your reservationThen our agent spoke to ***, manager, who advised the reservation was canceled in their records but there were no notes as to who requested the cancellation, he said it was canceled on July Then we asked for their assistance in accommodation as the guests were already in the hotel, and while they could not help as they were fully booked, they did authorize a full refundThe agent then referred you to *** Travel for assistance with rebooking
On August 18, you called and requested a supervisor, stating that the new reservation was more expensive, and you requested compensationOur supervisor asked for the receipts so that we could process a refund of the difference
On August 28, we reviewed the receipts and found that your new booking was actually less expensive than your original hotel reservationTherefore, we agreed to compensate you for the poor experience, and our agent offered a $travel voucherThis still exists to be used again with *** Travel
In addition, we would also like to offer a $future travel voucher that you may use toward your next Orbitz.com prepaid hotel, flight, 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 *** Please reference case number XXXXXXX 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 for one year from the date of this letter, until September 26,
Ms.*** we sincerely regret the problems you experiencedWe hope you will provide us with a future opportunity to restore your confidence in our products and services
Sincerely,
***
Orbitz Customer Relations
Chicago, IL

I purchased a ticket for my niece to travel to Europe The purchase process was normal, but the clarity of the ticket options and the stops in the leg of each travel were not what I would expect from a full service site Upon travel day, it became clear that one leg of the booking was no longer a viable flight number and although it had been replaced by the carrier, Orbitz made no attempt to notify us that the flight number or flight information was no longer valid and the ticket would need to be modified Upon check-in, bags were checked to a final destination to be transferred to the flight that no longer existed in this booking, and confusion ensued that day as we attempted to track down the bag Orbitz needs a more accurate system to evaluate flight alterations to a booking BEFORE someone travels, and to be able to notify that person that changes to the booking will be required to avoid issues with the carriers I will not be using Orbitz again

Initial Business Response /* (1000, 5, 2015/02/02) */
Dear Mr.***
The Revdex.com has shared your recent correspondence pertaining to trying to reserve your hotel stay, but you were receiving a message that your booking could not be completedOn behalf of Orbitz, I
apologize for this disappointing experience, and appreciate the opportunity to review your account and respond to your concerns
Upon reviewing our website logs, I do see the message you were being given that we were unable to complete your bookingPlease know that I am processing a refund for Orbitz record locator ***The refund in the amount of $has been processed back to your *** ending in ***Please allow to business days for the refund to process
Mr.*** we apologize again for any inconvenience this has causedWe do appreciate your business, and hope that we have a future opportunity to serve you
Sincerely,
***
Orbitz Customer Relations

Dear MsBostock, The Revdex.com has shared your recent correspondence pertaining to refund status for Orbitz locator PBORB-331-650-1914. I appreciate the opportunity to review your account and respond to your concernsPlease know that I have reviewed your account and found that
airline ticket number 279-was purchased with your account number in ending on October 5, at 946P CST and shortly afterwards at 1110P CST the airline ticket was voided because of a name error. Furthermore, a new ticket number 279-was purchased on October 5, with the correct name with your account ending in 0357. I also found that Orbitz Customer Relations was assisting with your concerns and had requested for a copy of your account with the charges in reference to ticket number 279-on October 30, 2015. At this time we have not received your account informationAlso, a voucher in the amount of $was issued for you on October 7, 2015. The voucher number is 5211251. An email notification was sent to you on October 7, Ms*** if you can provide a copy of your account information for the months of October and November, that reflects the charges of $563.96, then I would be happy to further review your accountSincerely, Luisa *** Orbitz Customer Relations Chicago, IL

Dear Mr*** The Revdex.com has shared with us your correspondence regarding
your recent experience with OrbitzIt is my understanding when you arrived at
the Iberostar Tucan and Quetzal All Inclusive - Playa del
Carmen you were moved to a different hotel due to a fire
at the
propertyYou are requesting a refund for your reservation due to the moveI
appreciate the opportunity to review your account and respond to your concernsOn behalf of Orbitz, I would like
to apologize for any frustration this has caused youPlease know we have contacted the
property to request a refund for your reservation; however, they have advised
that as you did accept the re-accommodation to the new hotel, and you did
complete your stay, no refund would be givenUnfortunately, as Orbitz is an
online travel agency we do have to abide by the rules placed on your
reservation by the propertyWe do regret your disappointment; however, Orbitz
has been charged in full for your bookings, and we are unable to offer a
refund.Mr*** we wish our response could be more favorable
We appreciate your business, and hope you will continue to use Orbitz in the
future for your travel needsSincerely,Shalon *** Orbitz Customer Relations Chicago, IL

Dear Ms***, The Revdex.com has shared with us your correspondence regarding your recent experience with OrbitzIt is my understanding you state your reservation was canceled by Orbitz and you were never notified of the cancellationI appreciate the opportunity to respond
to you Please know I was unable to find the reservation with the information you providedCan you please provide the Orbitz booking or itinerary number, so I can review? I look forward to hearing back from you Sincerely, *** *** Orbitz Customer Relations Chicago, IL

Complaint: ***
I am rejecting this response because: we purchased tickets in FebruaryFour months laterThis isn't "working your hardest to rectify it"I have spent countless hours on the phone with orbitz, ***, *** AustraliaAll unnecessarilyI will never book through this company againNOWMy husband and my nine year old child and I cannot even SIT TOGETHER because orbitz dropped the ball and took four months to rectify the situationAdditionally we paid more for a flight with only one layover because we have a small childThen, unfairly we were just reaccomodated to a flight where we have two layovers and cannot even SIT TOGETHER? WHAT is the point of using a third party to purchase tickets in advance if they don't even do their jobUnacceptable.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:As repeatedly explained to you, I was UNABLE TO REACH ***.COM's CUSTOMER SERVICE DEPARTMENT ON FEB 4th, since I was repeatedly disconnected after multiple attempts This was due to ***.com's phone system not working properly, as was confirmed on Feb 6th by its customer service representative, ***.I am done with my futile attempts for ***.com to have the opportunity to be a reputable organization. It appears to me that ***.com is purposely making it very difficult for a consumer to adhere to its hour cancellation policy, since it has an unreliable phone system, it outsources its customer service to another country, and does not allow for my tickets to be cancelled on it website.For the record, I am a business lawyer and business owner, and cannot believe how poor your customer service isBased on my negative experience with ***.com, if I dont have a full refund today, I am requesting the Revdex.com provide ***.com with a negative review.
Sincerely,
*** ***

Dear Ms***,
Thank you for your follresponse, and I appreciate the opportunity to address your concerns Please know that your concerns have been fully reviewed, and both calls and chat requests thoroughly reviewed. Upon reviewing the call on January 27, 2016, Mr*** contacted us stating that his pregnant wife would not be able to travel on your February 3rd flight due to the Zika Virus in Sao Paulo. The caller has access to all of your flight information, including your Orbitz record locator. The agent advised of the fare rules, and that the medical documentation would have to be forwarded regarding the pregnancy, and we can request a refund without the penalty fee from ***. It was advised the medical documentation could be forwarded, and the cancellation agreed to We were not contacted prior to your departure date advising that the flights had been incorrectly canceled; ticket status is still showing as opened and were not checkfor, and there is not airline information of anyone trying to utilize the ticket at the airport I have reviewed the call on February 27, as well. The caller on this call is a woman, and states her name as *** ***. When the agent asked how he could assist, below is the response received “I am calling in regards to a cancellation I had. I was told it would be days to receive the refund, but that was on January 27th, but I haven’t received it.”
The agent advised that we had forwarded the email with a link requesting the medical documentationBelow is the response given to our agent “I definitely got an email of the cancellation, but not a link. I have the cancellation email in front of me.”
The agent did ask if you had checked your junk email box to see if it had maybe been routed there. Even if your email is set to allow an email to be received from our email itinerary address, it may not accept all emails from Orbitz because they are not from the same email addresses. This email was forwarded from our Refunds Department, so it will show a different address. It does depend on how strict a customers’ firewall is set on whether all emails from Orbitz will be forwarded directly to their inbox It was explained to our agent that you have your email system setup to automatically delete junk emails each week. The agent asked you if you were able to provide the medical documentation as requested, and your response was “I suppose I can”. The agent then advised that he would send you the email again with the link so that you could provide your medical documentation On March 1, 2016, we received a chat from Mr***. Mr*** was requesting a copy of the recorded conversation that occurred on January 27th. Below is the title of the chat
“How can I requst a copy of a recorded conversation I had with an Orbitz Representative?”
On March 9, 2016, we received another chat from your email address requesting the recorded phone conversation as well. On both chats, it was advised that you would need to contact us directly and speak with a supervisory
“How do I request a recording of my phone call with a representative?”
Ms***, your concerns have been thoroughly reviewed and given every consideration; however, we are not showing that the booking was canceled in error for the following reasons
- Mr*** had your specific flight information during his call that we only provided to your email address directly -We were not contacted after the cancellation has been processed stating it was canceled in error -During the February 24th phone conversation from you directly, the cancellation was acknowledged, and the refund information provided to Mr*** was given to our agent at that time as well
Ms***, if you are not pregnant and cannot provide the medical documentation, the cancellation will have to be processed by the airline fare rules associated with your booking. Our Refunds Department is still awaiting your medical documentation, so you will need to contact us directly to proceed by the fare rules if you are unable to provide the documentation. Thank you again for the opportunity to respond to your concerns Sincerely,
*** ***
Orbitz Customer Relations

Initial Business Response /* (1000, 5, 2015/09/14) */
Dear ***
The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you furtherIt is my understanding that your reservation was canceled without your permission, and Orbitz failed to notify
you of the cancellationI appreciate the opportunity to review your account and respond to your concernsOn behalf of Orbitz, I apologize for the disappointing experience and the inconvenience this caused you
After reviewing your account, I show the reservation was canceled by our Revenue Protection Department due to issues they encountered with the credit cardPlease know once all the billing information could not be verified; they felt they needed to protect the card holder
The reservation was booked on August at 3:PM, and we sent you a "Booking Request." At 4:PM, we sent another email advising the reservation was canceledBoth emails were sent to the email address on the account
Once canceled, a refund was processed to the credit card on file, and this should have posted to the account within to business daysAs the reservation was canceled so soon; you may only have seen a pending charge of the ticket priceIf you have questions about the issues they encountered with the credit card, please send an email to [email protected]
*** thank you for allowing me to review this with youWe appreciate your business, and we hope to have an opportunity to serve you in the future with your travel planning needs
Sincerely,
***
Orbitz Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (3000, 7, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate the response although it is always the same result; I never received a cancellation emailI spend over $100,a year in travel for work and will not spend another $with Orbitz

Complaint: ***
I am rejecting this response because:Refund of USD issued on December 6, had nothing to do with Best Price GuaranteeIt was the refund for airline tickets minus cancellation feeThe business response misrepresents airline tickets refund for Best Price Guarantee refund:"Our records indicate that this matter was resolved on December 6, when the customer was refunded $for the Best Price Guarantee claimAfter further review of the customer’s account we are able to verify that his flights related to the package were canceled and refunded by *** Airlines".
Sincerely,
*** ***

Dear ***, The Revdex.com has shared with us your correspondence regarding your recent experience with OrbitzIt is my understanding you canceled a reservation to London within hours of booking and have yet to receive the refund for the ticketsI
appreciate the opportunity to review your account and respond to you On behalf of Orbitz, I would like to apologize for any frustration this has caused you Upon further research, we were able to confirm on January 31, 2016, when you contacted Orbitz to cancel the flight reservations, the representative voided only one of the passengers on the flight itineraryAt that time the amount of $1,was returned to the original form of paymentHowever, you then contacted Orbitz again on February 22, and at that time the amount of $3,was processed back to the original form of payment Please know the amount of time it takes for the customer to receive a refund depends on how quickly their credit card company processes refunds We appreciated your business and hope you will continue to use Orbitz in the future for your travel needs Sincerely, *** *** Orbitz Customer Relations Chicago, IL

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is somewhat satisfactory to me but in NO WHERE NEAR is equal to the hell that they put my family through From their representatives falsely telling us we would fly out out on a flight at 10:45pm that night, to their corporate representative telling me to "change my tone or I will disconect you" (after being on hold for hours), there is nothing that compensates the way Orbitz treats their clients I was glad I could help others find avenues to get their voices heard while I was fighting to get my money backBoth *** and Orbitz should be ashamed of themselves
Sincerely,
*** ***

Dear Mr**, The Revdex.com has shared with us your correspondence regarding your recent experience with OrbitzIt is my understanding when you attempted to call Orbitz to cancel your reservation to Nadi before the courtesy cancellation timeframe passed there was a long hold
time and by the time you spoke with an agent the courtesy cancellation option had passedI appreciate the opportunity to review your account and respond to you On behalf of Orbitz, I would like to apologize for any frustration this has caused you Please be advised that our call volume has spiked abnormally due to a high volume of seasonal airline schedule changesAlthough we monitor our call volume continuously and do our best to staff accordingly, we find occasionally call volume exceeds our forecastWhile we apologize for the long hold times you encountered, you would have been able to log into the Orbitz website and courtesy cancel your reservation; however, we do not show any attempts to cancel the reservation via the Orbitz site were made during the courtesy cancellation timeframeUnfortunately, as the reservation was not cancelled before the courtesy cancellation timeframe ended all fare rules do apply. Mr**, we wish our response could be more favorableWe appreciate your business and hope you will continue to use Orbitz in the future for your travel needsSincerely, *** *** Orbitz Customer Relations Chicago, IL

Complaint: ***
I am rejecting this response because: I incurred hundreds of dollars in costs associated with this changeI will be using there response as a base for my lawsuit against them
Sincerely,
*** ***