Orbitz

January 16, Revdex.com Complaint Department – Orbitz 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 you Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding a refund for a non-refundable flight bookingWe understand from Mr [redacted] complaint that he is requesting to cancel itinerary number [redacted] and receive a refund due to rebooking a second itinerary Our records reflect that on December 19, 2017, Mr [redacted] or an authorized user of the account, self-booked itinerary [redacted] , roundtrip flight for one passenger ( [redacted] ***), departing on January 21, from White Plains, NY to Lexington, KY and returning on January 24, Mr [redacted] or an authorized user of the account, self-booked a second itinerary [redacted] on December 22, 2017, roundtrip flight for two passengers ( [redacted] and [redacted] ***), departing on January 20, from White Plains, NY to Lexington, KY and returning on January 24, By completing his reservation, Mr [redacted] agreed to the airlines’ published fare rules and the stated Terms of Use in effect for use of Orbitz.comThe airlines’ fare rules for Mr [redacted] ticket, which he agreed to by completing his booking, is as follows: Tickets are nonrefundable, nontransferable and name changes are not allowed Tickets have no value unless passenger cancels flight reservations prior to departure time The airlines will impose a fee in the amount of $per passenger for ticket reissue It passenger cancels flight reservation prior to departure time, the passenger must rebook and travel must commence within one year from the original ticket issue date If flight reservation is not cancelled prior to departure time, rebooking is not permitted and the ticket will have no value The fare difference and service charged must be paid and ticket must be reissued when itinerary is rebooked When a ticket is cancelled and there is a residual value after the change fee, that residual is held by the airlines and applied to a new ticket purchaseThere is no guarantee given by the airline, that the new ticket purchased will be at the same price as the original ticketAirline prices fluctuate constantly and Orbitz’s terms of use also state that pricing is not guaranteed until a ticket is purchased and ticketedThis would apply to any new ticket option a customer chose to use an airline credit toward 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 providersOrbitz does not own or operate any travel related services or companies and as such does not set pricing or vendor termsWe are required; however, to uphold the prices and terms set by the vendorsOrbitz has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority Currently, flight itinerary number [redacted] for passenger Horacio [redacted] is activeIf Mr [redacted] decide to cancel the reservation and receive a flight credit, he may cancel online at Orbitz.com or contact our Customer Service Department Based on the foregoing reasons, we cannot issue a refund for the cancelled returned flightsAgain, we 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 us Sincerely, [redacted] Corporate Customer Service

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find the amount requested of $was credited to my cardIt is unfortunate that Orbitz did not resolve this issue when we requested it of them, and that we had to go through Revdex.com to resolve the mistake made by Orbitz's agentWe will never be using Orbitz againWe thank Revdex.com for their service in helping keep businesses honest Sincerely, [redacted]

I recently booked a trip via Orbitz (online) This trip was booked arriving into one destination (Chicago, IL) and leaving via (Dayton, OH) In the midst of that booking online a screen popped up for a [redacted] Promotion for an [redacted] Rental CarI signed on for the promotionHowever, there was nowhere in the promotion to specify whether or not the trip was multiple destination or round-tripHaving rented cars many times before I did not think it would be an issue and since the promotion was linked to my flight it only made sense that the car rental would reflect the same arrival and departure locationsHowever, when I arrived in Chicago I was told that if I wanted to drop the car off in Dayton Ohio I must pay an ADDITIONAL $to [redacted] to change my itinerary--which was incorrectly listed as a round-trip destinationNeedless to say I could not drop the car off in Chicago if I was flying out of Dayton Ohio! After multiple failed attempts to get anyone from Orbitz to help me change the reservation that was incorrectly listed as a roundtrip vehicle rental I was charged an additional $(multiple times!!!) via ***o to change my reservation to accurately reflect a trip I had booked on Orbitz' siteMoral of the story: DO NOT BOOK WITH ORBITZ and most certainly DO NOT USE [redacted] E PROMOTIONSI will also not deal with ***o eitherWhat these three companies did successfully and in complete cooperation with each other (but not with their customer) was overcharge me for what was supposed to be a "promotion"I have had to file complaints with ***o for charging me multiple times for one transaction when in fact I never should have had to pay them at all because I had already paid ORBITZ (via [redacted] ) for the rental carWhat should have been a $rental car was, in fact, a $rental car for a total of days!!! Orbitz has lost my business because no one from their company would help me change my car rental reservation to accurately reflect my trip (as it should have been originally!) [redacted] is a completely inaccessible company and ***o charged me multiple times on top of my Orbitz promotion for the same vehicleI would like a complete refund for my rental car booking or my complaint stands

Complaint: [redacted] I am rejecting this response because: To quote Orbitz "Unfortunately, customers are unable to review the actual amounts during the booking process; only after the booking is complete, and the confirmation email is generated with the service fee amount to be advised," So the fee is not disclosed until it is too late to book elsewhere and avoid paying the fee.Orbitz also said “Most airline tickets purchased on Orbitz.com do not include a service feeCertain tickets carry a fee ranging from $to $25." For my transaction their fee was more than the $maximum they claim, I was charged a fee of $43.98I am seeking a refund of the $fee Sincerely, [redacted]

September 19, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted] Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] ***We regret to hear Ms [redacted] did not accept our response and/or resolution offered.Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservationWe understand from the customers complaint she is requesting the ability to use her flight credit.We apologize about any inconveniences or frustrations that have been caused by OrbitzWe would like to advise you that when following the link below we were brought to a page with a drop down that says “For Refund Questions”After clicking on the arrow Ms [redacted] must fill out the boxes that have the title “Send Us an Email”Due to Ms [redacted] cancelation reason this is the best way to request [redacted] Airlines to refund the unutilized tickets or receive a possible waive of the change feesThe customer must fill out the form for each ticket/document numberPlease utilize the information below.Document/Tickets for [redacted] ***: [redacted] and [redacted] Document/Ticket for [redacted] https://prefunds.aa.com/refunds/refundsContactWe 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

July 4, Revdex.com Chicago, Illinois Complaint Department Re: Orbitz Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Orbitz regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding a hotel reservation We understand Mr [redacted] is requesting compensation On July 3, 2017, we received receipt of the Revdex.com complaint Our records reflect July 2, 2017; the customer self-booked a pay later hotel reservation at the [redacted] Motor Inn, Myrtle Beach with a chedate of July 2, 2017, and a check-out date of July 3, 2017, via itinerary number [redacted] The customer is stating once at the hotel, the hotel did not have the reservation Upon further researching this matter, we can confirm on July 3, 2017, the customer contacted Orbitz advising that the hotel did not have any rooms availableOrbitz refunded the customer and offered to re-book the customer to a different hotel; however the customer declined to be re-booked.- Furthermore, when finalizing the reservation on Orbitz, the customer agreed to Orbitz’s Terms of UseThe Orbitz Terms of Use explicitly state as follows: The carriers, hotels and other suppliers providing travel or other services are independent contractors and not agents or employees of the Orbitz CompaniesOrbitz Companies are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting therefromOrbitz Companies have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority In no event shall the Orbitz Companies, the Orbitz Partners and/or their respective suppliers be liable for any direct, indirect, punitive, incidental, special or consequential damages arising out of, or in any way connected with, your access to, display of or use of this Website or with the delay or inability to access, display or use this Website (including, but not limited to, your reliance upon opinions appearing on this Website; any computer viruses, information, software, linked sites, products and services obtaining through this Website; or otherwise arising out of the access to, display of or use of this Website) whether based on a theory of negligence, contract, tort, strict liability, consumer protect protection statutes, or otherwise, and even if the Orbitz Companies, the Orbitz Partners and/or their respective suppliers have been advised of the possibility of such damages Orbitz is not liable for any costs incurred due to hotel relocation Based on the above, Orbitz is unable able to honor the compensation/credit request We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, [redacted] Corporate Customer Service

Dear ***, Thank you again for your follresponse, and I appreciate the opportunity to respond to your continued concerns It would be the customers’ decision on whether the hotel portion of your travel is booked as a single reservation so that Orbucks could be utilized to receive a discount or to reserve the reservation as a package to receive the package discounted rate However, if the decision is made to reserve and receive the package discounted rate, we are unable to offer the redemption of your Orbucks towards the package booking These terms and conditions are the same whether the customer or an agent reserves your package Pricing for all reservations are displayed prior to confirming a booking In order to confirm the reservation, the price advised and the terms and conditions must be agreed before you can confirm the reservation The package amount was displayed and agreed to prior to confirming the package, and we are unable to change this rate ***, I certainly apologize that we have met an impasse, but we are unable to grant your request to redeem your Orbucks towards the package booking reserved or offer a refund for a fare that was no longer available Thank you again for the opportunity to address your concerns Sincerely, [redacted] Orbitz Customer Relations

Dear Ms Vu, The Better Business Bureau has shared your recent correspondence pertaining to the non-refundable stipulation regarding your airline ticketsI appreciate the opportunity to review your account and respond to your concerns.From your inquiry, you booked airline tickets on December 6, for travel on December 23, On December 18, 2014, you contacted Orbitz Customer Service Agent to cancel your booking and were advised the airline’s $change fee, $Orbitz service fee and plus any fare difference when rebooking your tickets On August 3, 2015, you contacted Orbitz Customer Service agent and used the credits toward new bookings at lowest fare available on that day Also you were advised the fees of the airline’s $change fee and $Orbitz service feeAnd you agreed to the terms, and your tickets were exchanged for your new dates and new tickets reissued On November 8, 2015, you contacted Orbitz Customer Service Agent to use the remaining credit from your original tickets that you had exchanged on August The Orbitz Customer Service Agent advised that you have no reminder credit and that your entire ticket values had been used to rebook your new itinerary Please let me explain how nonrefundable tickets work When you use a nonrefundable ticket towards a new booking, the entire value of the ticket is applied to the new booking If the new fare is lower, most airlines do not give out residuals In your case Sun Country does not allow for residuals to be issued for future use This would be the same policy if the ticket were booked with Orbitz or with the airlines directlyPlease understand that your original ticket price was $per ticket and your new tickets that you exchanged were $per ticket If you had not used the ticket value of $740.20, less the $change fee you, you would have had to purchase news tickets for $and keep the original for future use if you were attempting to use them towards a fare equal or greater, less the airline’s change fee and any fare difference Also you go on to say that you purchased a ticket for your father, and his fare was lower than your new tickets Please understand fares are subject to change at any time and based on availabilityI apologize for any inconvenience this may have causedWe are unable to offer you a refund for your trip itinerary; however, as a gesture of our sincerity, Orbitz will place Loyalty points to your account These are available for you to use immediately toward a prepaid qualifying hotel booking 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 [redacted] Orbitz Customer RelationsChicago, IL

June 14, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O- [redacted] Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] J [redacted] We regret to hear Mr [redacted] did not accept our response and/or resolution offered.After further review of the hotels policies available on Orbitz.com we are able to verify that prior to booking the customer was able to review the “Fees” section of the Apartment policies which advised the following:You'll be asked to pay the following charges at the hotel:Breakage deposit: USD per stayFurthermore prior to booking the reservation Mr [redacted] was advised cancelation policy which was agreed upon when booking the reservation, “The room type and rate selected are non-refundableShould you change or cancel this reservation for any reason, your payment will not be refundedCancellations or changes made after cheare subject to a hotel fee equal to 100% of the total amount paid for the reservation.”We sincerely regret that we are unable to offer a more satisfactory response or resolution to Mr [redacted] ’s concernAt Orbitz we try as much as possible to provide not only excellent customer service but we also try to exceed what is expected of usHowever we know that there are some instances when policies associated with the purchases made on our website cannot allow for a resolution that is more favorable to our customersWe are not trying to discharge ourselves from any responsibility; we only want to convey that we were able to provide Mr [redacted] with the $rate that was agreed to upon booking the reservation.We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted] Tier Customer Service

Initial Business Response / [redacted] (1000, 5, 2015/03/23) */ Dear Mr[redacted] The Revdex.com has shared your recent correspondence pertaining to the change fees associated with an airline ticketI appreciate the opportunity to review your account and respond to your concernsMy understanding is that you booked a ticket for Turkish Airlines with Orbitz on January 21, for travel on April At a later date, you wanted to have your two sons travel along with you You contacted us by phone, and the agent advised you that the best option would be to cancel the original booking and make a new reservation with all threeThey also advised that you could use your credit from the original ticket and apply it to the new ticketAfter you agreed to do this and pay the change fees, they agent came back on the line to advise that they could not apply the original credit to a new booking for all three passengersWhen you stated that you only agreed to cancel because that is what the agent advised you to do, they admitted giving you the wrong informationThey did, however state that they would not be able to waive the change/rebooking fees for your ticket On behalf of Orbitz, I apologize for this inconvenience and the misinformation your received over the phoneI have refunded the $Orbitz service feeI will process a refund for the $change feeThe refund will go back to the original form of payment, the Visa card ending in [redacted] Please allow approximately 7-business days for the refund to appear on your account Mr[redacted] thank you for reaching out to us in this matterWe hope to have the opportunity to serve your travel needs in the future Sincerely, [redacted] Orbitz Customer Relations

Dear ***, Thank you for your response On behalf of Orbitz, I apologize for your continued disappointment Please know as a onetime courtesy we have increased the amount of your [redacted] from $to $737.25, which is the amount of your ticket to BarranquillaHere are the instructions for the future travel [redacted] : 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.com Please reference case number [redacted] and my letter offering the $ [redacted] in your request Orbitz will then issue a credit to the card used for the new booking This offer is valid until April 5, ***, again 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

Dear Mr [redacted] , 0in 0in 10pt;">The Revdex.com has shared your recent correspondence pertaining to your request to cancel you hotel booking; however, when you contacted our Service Center, they were unable to locate your reservation, but you were charged for the booking On behalf of Orbitz, we apologize for any confusion, and appreciate the opportunity to review your account and respond to your concerns With the information provided in correspondence, we were unable to locate an account or itineraryAt this time, we are requesting that you please provide an itinerary number and/or the email address used to make the reservation The itinerary number can usually be found on the line of the charge card statement You may submit the information through the complaint submission on the Revdex.com websiteThis information will enable us to appropriately address the situation and upon receipt, Orbitz will be able to assist furtherWe thank you for allowing us the opportunity to address the issues, brought to our attention Sincerely, [redacted] Orbitz Customer Relations Tell us why here

Initial Business Response / [redacted] (1000, 5, 2015/03/31) */ Dear Mr[redacted] The Revdex.com has shared your recent correspondence pertaining to a possible refund for a hotel reservationI appreciate the opportunity to review your account and respond to your concerns From your complaint, you reserved a hotel, [redacted] on January 24, for an arrival on February 8, Upon arrival at the property, the hotel would not honor the reservation; you have attempted to dispute the charge, which Orbitz has advised the charge was validYou believe that Orbitz should refund the hotel, based on the denied reservationFurthermore; your perception of Orbitz has become discontented due to the service you have received Mr[redacted] 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 descriptions Orbitz offers two types of hotel rate options on our website, retail rates and prepaid ratesThe retail rates may be higher, but have fewer restrictions and far more lenient cancellation policiesThe prepaid rates may offer substantial savings for those who are able to abide by the more restrictive conditions which accompany these lower ratesThese rates must be prepaid, have stricter cancellation policies, and are based on specific dates of stay Upon review of the account, the hotel has not charged Orbitz for the stay; therefore, I am able to refund the reservation The booking included credit card payment along with OrbucksThe total amount of the charge was $The amount of $was charged to the credit card ending in ***There was a $in Orbucks used as a partial payment Orbitz will refund the amount of $to the card above; please allow 3-days for the credit to appear on your statementThis will appear as an Orbitz credit, not the hotel I will credit the Orbucks account the amount of $This will appear immediately Therefore; the total amount of $has been credited We take our customers' comments very seriously, and I thank you for your honest feedback Mr[redacted] we thank you for bringing this matter to our attentionYour business is truly valued, and we hope you will provide us with a future opportunity to serve you with your travel planning needs Sincerely, [redacted] Orbitz Customer Relations

November 30, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted] Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding customers calling his business.After discussing the complaint with Mr [redacted] we have agreed to internally research this matterWe would like to apologize for the inconvenience he have experienced and hope to resolve this matter quickly internally.If you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] Tier Customer Service

Dear Mr [redacted] , The Revdex.com has shared with us your correspondence regarding your recent experience with OrbitzIt is my understanding you booked two seats for yourself on the reservation to Manila; however, when you arrived at the airport you were only provided one and you are requesting a refund for the unused seatI appreciate the opportunity to review your account and respond to you On behalf of Orbitz, I apologize for any frustration this has caused you Please know when someone is in need of two seats for a single traveler these types of reservations must be booked directly with the airlineIf a reservation is booked with two separate seats on the Orbitz website, for the same traveler, the airline regards this as two separate reservations for two different peopleThis is why when you arrived at the airport in New York they only provided you with one seat Mr [redacted] , per the fare rules placed on the second ticket, the one that was unused, the reservation is refundable minus a $penaltyTherefore, Orbitz has processed a refund for the ticket minus the penalty and you will receive a refund in the amount of $back to the original form of payment within days 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, [redacted] Orbitz Customer Relations Chicago, IL

April 10, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O- [redacted] Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a car reservationWe understand from Ms [redacted] complaint she requesting a refund of the insurance purchased for a recently used car reservationOn April 10, 2016, we contacted Ms [redacted] to acknowledge receipt of the Revdex.com complaint but were but were unable to reach the consumer.Our records indicate on March 15, 2016, the customer self-booked a car reservation with Orbitz under the name of [redacted] ***The customer reserved a [redacted] or similar with [redacted] Car RentalThe car was due to be picked up on March 15, 2016, in Phoenix, AZ and returned to the same location on March 20, The customer also purchased “Car collision damage protection”.Per the car reservations terms and conditions that were presented to the customer at the time of booking, “Please note that at time of rental you will need to present a current driver’s license and a valid credit or charge card in the renters name”Due to this information being available to the customer prior to booking we are unable to refund the $charge that was sustained for the pre-purchased insurance.We sincerely regret that we are unable to offer a more satisfactory response or resolution to the customers concernAt Orbitz we try as much as possible to provide not only excellent customer service but we also try to exceed what is expected of usHowever we know that there are some instances when policies associated with the purchases made on our website cannot allow for a resolution that is more favorable to our customersWe are not trying to discharge ourselves from any responsibility; we only want to convey that we were able to provide Ms [redacted] with the necessary information related to her car and insurance purchase before our system asked Ms [redacted] to complete the reservation online.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

July 28, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted] Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding a hotel reservationWe understand from Mr [redacted] complaint he is upset about not being able to utilize his hotel reservation due to a minimum stay requirement.Our records indicate on July 11, the customer self-booked a hotel reservation for two travelers using Orbitz.comThe customer purchased a one night hotel reservation at Major League Motor Inn, checking in on July 23, 2016, and checking out on July 24, 2016.Our records reflect that on July 18, the customer utilized his self-service tools on Orbitz.com and canceled his hotel reservationAs an effort to advocate on Mr [redacted] behalf we called the hotel and were advised that the hotel has initiated a three day minimum stay requirement when there is a special event in the area.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlinesOrbitz.com, our affiliates as well as all other online travel sites work off of a live system receiving all of our information directly from our vendorsWe would like to apologize for the inconvenience Mr [redacted] may have experienced, and for any lack of service he received while trying to resolve this issueDespite his recent experience, we do value his businessOrbitz provided the customer with a $Orbitz Travel Coupons for use on a future tripThis coupon is valid towards the future purchase of an E-Special Rate hotel reservation, either as a stand-alone hotel or in a vacation packageThe coupon will appear in the booking path for the next qualified reservation, and it is valid until one year from the date of this letter.We are able to confirm that after booking the reservation a confirmation email was sent to the customers email address on file on March 6, at 11: pmAs of May 6, the confirmation email was opened at 10:pm.We sincerely regret that we are unable to offer a more satisfactory response or resolution to Ms [redacted] concernAt Orbitz we try as much as possible to provide not only excellent customer service but we also try to exceed what is expected of usHowever we know that there are some instances when policies associated with the purchases made on our website cannot allow for a resolution that is more favorable to our customersWe are not trying to discharge ourselves from any responsibility; we only want to convey that we were able to provide Ms [redacted] with the necessary information related to her hotel purchase before our system asked her to complete the reservation online.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

December 16, 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 from the customers complaint he is requesting his original hotel reservation to be restored.Our records indicate that on November 27, the customer self-booked a hotel reservation for one travelers using Orbitz website under itinerary [redacted] The customer purchased a two night hotel reservation at Breathless [redacted] Resort & Spa Adults Only All Inclusive, checking in on January 9, 2018, and checking out on January 11, 2018.November 27, the customer self-booked a hotel reservation for one travelers using Orbitz website under itinerary [redacted] The customer purchased a two night hotel reservation at Breathless [redacted] Resort & Spa Adults Only All Inclusive, checking in on January 11, 2018, and checking out on January 14, 2018.November 27, the customer self-booked a hotel reservation for one travelers using Orbitz website under itinerary [redacted] The customer purchased a two night hotel reservation at Breathless [redacted] Resort & Spa Adults Only All Inclusive, checking in on January 11, 2018, and checking out on January 15, 2018.When reaching out to our transaction processing department we were advised that Mr [redacted] was abusing our point systemDue to this we are unable to reinstate any of his reservations.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted] Corporate Customer Service

Dear [redacted] , The Revdex.com has shared with us your correspondence regarding your recent experience with OrbitzIt is my understanding you are requesting a refund for the insurance purchased for your flight to MilanI appreciate the opportunity to review your account, and respond to youOn your behalf I have contacted [redacted] Assistance to request a refund for the policy you had purchased; however, they have advised that a refund cannot be given for this policyUnfortunately, as the insurance company has denied a refund, Orbitz would not be in a position to process a refundNevertheless, we do value you as a customer, and as a gesture of sincerity for your disappointing experience, we have added the amount of $in Orbucks to your accountThey are valid until January 17, and are available to be used towards your next qualifying prepaid hotel booking [redacted] , we appreciate your business and hope you will continue to use Orbitz in the future for your travel needsSincerely, [redacted] Orbitz Customer Relations Chicago, IL

Initial Business Response / [redacted] (1000, 5, 2015/09/03) */ Dear [redacted] The Revdex.com has shared your recent correspondence pertaining to the rate charged for the child's fare under Orbitz locator PBORBXXXXXXXXXXI appreciate the opportunity to review your account and respond to your concerns It is my understanding you have experienced an unfortunate circumstance regarding you trip on August 21, where the airlines could not find your booking and you needed to purchase new ticketsOn behalf of Orbitz, I sincerely apologize for this disappointing experience and appreciate the opportunity to review and respond to your concerns While we certainly regret your disappointing experience, however I found that [redacted] airlines had rebooked your ticket due to schedule change on the day of departureBecause [redacted] issued a new ticket, Orbitz no longer has control of the booking to inform of any schedule changes and My Trips will not update accordinglyIn your situation, it would be necessary to contact [redacted] Airlines directly for any compensationPlease understand that airlines do not allow agencies to request compensation on a customer's behalf due to their serviceYou can contact [redacted] directly at http://www.delta.com/contactus/pages/comment_complaint/index.jsp [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 Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear Orbitz Thank you for your reply The fact is that I have already contacted customer service of these companies: Orbitz, China [redacted] Orbitz told me to talk to [redacted] [redacted] told me to get to [redacted] because money was given to [redacted] [redacted] told me that there was just seat reserved, no ticket had been booked I think I give my money to your companyIt should be your responsibility to notify meEven if there is a flight change, your company should figure out how it could happen and give me an alternate choice or help me book another ticketHowever, your company never did that Regarding the fault of the Airlines, your company should discuss with them instead of meBecause I give the money directly to you but I had a very terrible experience, that make me very unhappy So I will absolutely ask refund from your company instead of other companyAs to refund from other company, that should be your case I will insist on this because until now your company still send advertisement to me instead of giving me any apology emails [redacted] Final Business Response / [redacted] (4000, 9, 2015/09/04) */ Dear [redacted] Thank you for your follresponse, and I appreciate the opportunity to address your continued concernsPlease understand that Orbitz was not involved in the flight disruption with [redacted] Airlines, which lead to reissue of a new ticketWhile we certainly regret your disappointing experience, airlines do not allow travel agencies to request compensation on a customer's behalf when the airlines take over a booking as in your caseIn your situation, it would be necessary to contact [redacted] Airlines We understand this is not the reply you were hoping for, but we do hope that you understand that we are required to abide to the airlines' rules and regulations Thank you again for the opportunity to address your concernsWe do appreciate your business, and hope we have a future opportunity to serve you again Sincerely, [redacted] Orbitz Customer Relations Chicago, IL