Orbitz

Dear Mr*** The Revdex.com has shared your recent correspondence pertaining to the airline imposed schedule changes pertaining to Orbitz confirmation number PBORB9607850234. I apologize for any confusion, and appreciate the opportunity to review your account and respond to
your concernsPlease know that I have reviewed your log. I found that on September 17, you contacted Orbitz Customer Service due to a schedule change on GOL, you requested a new flight on the same day. However, the Customer Service agent advised there no other flights available that day, and that they would waitlist alternate flights and per GOL, the flight should be confirmed two weeks prior to departure. You were also advised of the option to cancel your airline ticket and were informed of the hotel’s cancel policy. At this time, you decided to keep the waitlist and the hotel and check for alternate flights closer to departure dateOn November 3, you contacted Orbitz Customer Service about your schedule change, and asked to be put on a flight as close to the same departure time that you originally. Orbitz Customer Service contacted American Airlines and requested a new flight; however, you were told this was not guaranteed; you agreed to the terms, and Orbitz Customer Service rebooked you on the new flights. Although Orbitz was attempting to process your exchange, your reservation did not fall into the proper queue for attention, and you were made aware at the airport that your new booking had not been processed. At this time, we are unsure how this unfortunate situation occurred. I apologize for any inconvenience this may have causedFurthermore, you are requesting to be refunded for two nights. However, for the evening of November 16, you did cheto the hotel and utilize their services. In taking all things into consideration along with the prolonged replies from Orbitz, we will refund you one night stay in the amount of $to your credit card on file. Please allow to business days to process. 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 booking. Our voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needsHere are the instructions for the future travel voucher: When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [email protected]. Please reference case number and my letter offering the $voucher in your request. Orbitz will then issue a credit to the card used for the new booking. This offer is valid for one year from the date of this letter, until December 22, Mr*** we appreciate your business and we hope you will provide us with a future opportunity to serve your with your travel planning needsSincerely, Luisa *** Orbitz Customer Relations Chicago, IL

March 15, Revdex.com *** *** * *** *** Complaint Department RE: Orbitz Case *** Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from *** ***Orbitz is responding to the consumer complaint from *** *** (Revdex.com ID number *** regarding two flight reservationsAs stated previously *** is requesting the customer please provide either the itinerary number, or the copy from the email confirmation from the original booking that is sent to the customer upon bookingThe customer may submit the information through the complaint submission on the Revdex.com websiteThis information will enable us to access the account which contains the reservation the customer is referring toFurthermore, the customer may contact Orbitz by phone and discuss the issue with an agent for immediate assistanceIf the original reservation was not booked through Orbitz we will be unable to assist and must request the complaint be closedWe 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, *** *** Tier Customer Service

Dear ***, The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you furtherIt is
my understanding that you “Courtesy canceled” your reservation, but you have not received your refundI appreciate the opportunity to review your account, and respond to your concernsAfter reviewing your account, I do see the canceled reservation under itinerary *** that was scheduled for travel on March 25, This ticket was canceled and voided on February 20, Please keep in mind that your ticket was canceled within a 24-hour period, so you may only see a pending authorization of the ticket priceYou may want to verify with your bank or credit card as to when they will release the funds and make them available to youIf you show a charge on your credit card from *** Airlines, please forward to me, and we will be happy to review further***, thank you for allowing me to review this with youYour business is truly value, and we hope to have an opportunity to serve you in the futureSincerely, *** *** Orbitz Customer Relations Chicago, IL

Initial Business Response /* (1000, 5, 2015/10/07) */
Dear Mr.***
Thank you for contacting Orbitz and for being a loyal Orbitz customerYour email was forwarded to our team; and we appreciate the opportunity to assist youIt is my understanding that you have an unexpected charge from Orbitz
and are requesting a refund
Mr.*** in reviewing Orbitz Confirmation# PBORBXXXXXXXXXX and #PBORBXXXXXXXXXX I found that the total trip cost, as agreed was $321.18USD and $257.93USD respectivelyThis cost included the airfare which was collected by *** Airlines and an Orbitz booking fee of $21.99USDIn the review of our booking records, we do show that the total cost as advised, $321.18USD and $257.93USD were properly advised at the time of booking and accepted
Please understand, reservations made via Orbitz may incur booking fees; and as noted in the "Cost and Billing" details, our fee is included in the total reservation costWe also consider/include our fees whenever reviewing Orbitz Best Price Guarantee submissionsNonetheless, in reviewing your previous reservations, it is understandable that the fee was unexpectedTherefore, in light of your concern, as a one-time courtesy I have processed the refund of the $21.99USD Orbitz booking fee for Orbitz Confirmation# PBORBXXXXXXXXXX and #PBORBXXXXXXXXXX
Mr.*** thank you for reaching outPlease do let me know if you have any further concern or if your credit is not received within business daysPlease be assured Orbitz values your loyalty, and we hope to continue to serve 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 satisfactory to me
Sincerely,
*** ***

Dear ***, Thank you again for your follresponse, and I appreciate the opportunity to respond to your continued concernsIt 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 packagePricing 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 concernsSincerely, *** *** Orbitz Customer Relations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and while the business chooses to make its customers go to great lengths to make Orbitz keep its promises, I do find that this resolution is satisfactory to me
Sincerely,
*** ***

April 24, Revdex.com Central Ontario Complaint Department Re: Orbitz Case #: *** Dear Revdex.com, Thank you for taking the time to contact Orbitz.com 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, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz.com is responding to the consumer complaint from *** *** (Revdex.com complaint * *** regarding an airline creditUpon researching the customer’s complaint, we were not provided with an itinerary linked to the complaint Ms* *** filedThe email address provided is also not linked to any account for Orbitz line of businessWe understand Ms* *** has already contacted us by phoneHowever, for quicker assistance Ms* *** may wish to contact Orbitz once again to speak to a supervisor and provide the email address so they may look up her account and provide a final solutionWe thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, *** *** Orbitz Customer Support

Initial Business Response /* (1000, 5, 2014/04/07) */
Dear Mr***
The Revdex.com has shared your recent correspondence pertaining to the non-notification of a schedule changeI appreciate the opportunity to review your account and respond to your concerns
From your
complaint, you booked tickets on October 22, for travel on March 29, After the booking was made, the airline, *** initiated a schedule change, which you were not aware ofYou believe this is an error on the part of Orbitz, as you arrived at the airport for the flight originally bookedFurthermore; your perception of Orbitz has become discontented due to the service you have received
Mr*** I do understand your frustration in this matter as you in good faith booked a trip, confirmed all the necessary flight times, only to have changes made to your booking which you did not requestTravel can be a hectic experience, and Orbitz does try to meet the expectations of our customers with current prices along with terms and conditions associated with ticket bookings
Orbitz did receive notifications from the carrier beginning on February 9, 2013; we understand your dissatisfaction; however, carriers reserve the right to change their flight 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 ConditionsThis policy is consistent throughout the airline industry, and the same rules would apply if you had booked the ticket directly from the airline or another travel agency
In cases such as yours, if the date had changed, Orbitz would attempt to contact the customer via phone and email to review and resolveAccording to the email generating system, I cannot verify if the actual email was generated for your particular addressPlease understand that occasional technical issues are inevitable in the e-commerce industry, but Orbitz strives to correct any website problems we may have
I do apologize for the error on the part of Orbitz
Due to the circumstances, along with your loyalty to Orbitz, I will honor your request of the voucher in the amount of $Our voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needs
When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at ***@Orbitz.comPlease reference case number XXXXXXX and my e-mail offering the $future travel voucher in your requestOrbitz will then issue a credit to the card used for the new bookingThis offer is valid for one year from the date of this e-mail, April 7,
We take our customers' comments very seriously, and I thank you for your honest feedback albeit the result was not what you were expecting
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 Consumer Rebuttal /* (3000, 7, 2014/04/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While I do appreciate the willingness of Orbitz to settle this situation in the amount requested, the actual method of settlement is unacceptable as too cumbersomeIt is not connected with, and should not be tied to, any future travel
I request that Orbitz credits $to my credit card with which I originally paid for this travel (AMEX XXXXXXXXXXXXXXX exp11/16), or issues a check to Dr*** *** *** ***
Regards,
*** ***
Final Business Response /* (4000, 9, 2014/04/15) */
Dear Mr***
Thank you for your reply
Per your request, I will surrender the voucher which was offered on April 7, in the amount of $as a credit to the card ending in ***
This will process today, April 15, Please allow 3-days for the credit to appear on your statement
This, however, is all the compensation which Orbitz will offer
Mr*** thank you for allowing me to assist you in this matterAgain, I do apologize for the error and your continued frustration
Sincerely,
***
Orbitz Customer Relations
Final Consumer Response /* (2000, 11, 2014/04/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Dear Mr***,
Thank you for your follresponse, and I appreciate the opportunity to address your continued concerns We certainly regret your continued disappointment, but we are unable to speak to the rates that are showing on ***’s we**ite directly.&n**p; This would be an issue that would need to be reviewed and addressed by *** directly.&n**p; We can only advise that for the most up to date rates and available for hotel properties offered by Orbitz, please visit our we**ite directly at www.Orbitz.com Mr***, thank you again for the opportunity to address your concerns Sincerely,
*** ***
Orbitz Customer Relations
Tell us why here

I would like to thank Carl from the Reservation Department for his incredible assistance with booking a multi-passenger, multi-origin flightI had normally used *** in the past to book flights, but having no luck and no support from their (and similar) companies, I attempted to use OrbitzI was mostly successful online, but I figured that they may be able to answer a few questions over the phone
Carl booked both flights for me at a better rate than what I found online, and went above-and-beyond in assisting me by calling me back after I had to find a second payment methodHe was very professional, patient, and is definitely representative of what other companies should strive to achieve in their customer support departments
Now, if only there was a method to contact Orbitz directly to thank them rather than having to do it through Revdex.com (but, whatever, still good business info, I guess)
Thanks,
Richard

January 10,
Revdex.com
Orbitz.com - Alaska, Oregon & Western Washington
Complaint Department
Re: Orbitz Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Orbitz, 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. Orbitz, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Orbitz, Incis responding to the consumer complaint from *** *** (Revdex.com case number ***) regarding a refund for cancelled flights under a Vacation Waiver Insurance policy
Our records reflect on January 13, the customer accessed Orbitzl.com and self-booked package itinerary ***The reservation included flights departing Rochester, MN January 113, for Cancun, Mexico returning January 20, 2018, a stay at *** Cancun Centro Resort for corresponding dates, and a Vacation Waiver Policy.
The customer cancelled her vacation and was expecting to be refunded in full for her itinerary through the Vacation Waiver Policy. The terms of the policy are available prior to completing the itinerary purchase and also a link to the terms and conditions of the policy are available on the itinerary that is emailed to the customer immediately upon completing their booking
With regard to Ms*** policy, the following terms were provided:
If you purchase a Vacation Wavier, you may change or cancel your Trip for any reason one time prior to the Scheduled Start Time, and we will:
•Process that change or cancellation on your behalf with the applicable travel providers (airline, hotel, rental car company, destination activity provider, etc.);
•Waive our own change or cancellation fees (if any);
•Return any amounts refunded by the travel provider(s) to you;
•Refund any amounts withheld by the travel provider as a change or cancel fee;
•Apply any travel credits awarded by a travel provider to your account with that travel provider (subject to provider’s redemption policies and restrictions); and
•When you redeem these travel credits, we’ll reimburse you for any change or cancellation fees you are charged by a travel provider at the time of redemptionYou are responsible for any increase in the cost of your Trip as a result of any change or cancellationYou are responsible for any increase in the cost of your Trip as a result of any change or cancellation
How do I get a refund for my flight?
First, contact Customer Service to change or cancel your flightThe airline will refund your flight in the form of travel credits with that airlineYou may then use those credits to purchase a new ticket on that airlineWhen you redeem those travel credits through Customer Service the airline will apply a change or cancellation fee in accordance with its redemption policy
We will refund you an amount equal to the change or cancellation fee charged by the airline at the time of redemptionYou will then be charged the full price of a new ticket on that airline, less the amount of any travel credits remaining in your account
Note that the full price of the new ticket may be greater than the price of your original flight
The Vacation Waiver only returns actual amounts refunded by the vendor and will provide a refund of any cancellation or rebooking fees charged by a vendor, such as the airline when the customer uses the flight credit held by the airline when a flight is cancelled
Further, Orbitz listened to the customer’s phone call with our agent when she contacted us to inquire about cancelling and at no point did the agent tell the customer she would receive a full refund for her flights. She was heard making that statement but our agent did not agree to the refund as the airline is the Merchant of Record and they set the fare rules for all flights. As a booking intermediary, Orbitz must uphold all terms set by the vendor. The airline will hold the customer’s credit for a period of one year, according to her flights fare rules, and if she chooses to use her credit, at that time Orbitz will refund her any rebooking fee or penalty charged by the airlineThe hotel portion was refunded on October 9, 2017, as the customer indicates
Orbits is not able to refund her for the flight portion of her itinerary, as requested
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,
*** ***
Tier Corporate Customer Service

Complaint: ***
I am rejecting this response because: Listen Orbitz makes it confusing on how to use the creditYou talk in terms as that we should this as consumers on how to use the credit but yet theres no where on Orbitz website on how to use the creditWhy don't you address this issue with Orbitz executives! You think that if Orbitz really wanted to allow you to use your credit hassle free it would up under my account, but it doesn'tWhy don't you address this issue! You think Orbitz would have a special number for you to call but again Orbitz doesn't!Orbitz seems to like it this way which again is confusing for the consumerAgain if you wanted to make this right you would apply the credit towards my trip and address these issues with executivesJust exactly again who keeps the unused credits Orbitz some of the money all of the money? I have no use for another trip the money has now gone out of my hands and into Orbitz and the airline!Orbitz doesn't care as well as you don't! And as far as remembering what conversation took place and when I don't have the slightest so don't assume whether it's recorded or notDo you remember every conversation that takes place!Again Orbitz makes it confusing! Again once the media gets wind of this practice I'm sure then they will change everything and anything when it comes to creditsYou are only going to resolve this with either a credit towards my trip or a refundAnd again this is indeed legalized theft!Keep up the good work Orbitz you just added another unresolved complaint to the other 900+ and growing unresolved complaintsOrbitz hassle free I think not
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:Hi Revdex.com,Was this a mistake? This seems to be the same response that I rejected yesterdayI don't dispute the fact that Orbitz had made a good faith effort to resolve my complain after Revdex.com's intervention, I was hoping Orbitz could provide an explanation regarding why it requires Revdex.com's intervention to have my case resolved (it had been rejected twice by their customer service representatives)Thank you
Sincerely,
*** *** ***

Initial Business Response /* (1000, 5, 2015/08/05) */
Dear Mr.***
The Revdex.com has shared your recent correspondence pertaining to the purchase of an airline ticket on the Orbitz websiteI appreciate the opportunity to review your account and respond to your concernsMy
understanding is that you booked tickets on *** through Orbitz on February 8, While traveling last week, your backpack was taken, and it contained your passport and driver's licenseWhen you contacted Orbitz, the agent advised that you have a credit on *** until February, You stated that after October of this year, *** would no longer be flying from your local airportYou are requesting a refund due to the fact you would not have an opportunity to use the residual ticket credit before February,
On behalf of Orbitz, I apologize for any inconvenienceI have contacted *** on your behalf, and they have authorized a refund in this situationI have sent the tickets to our Refunds Team for processingThe refund will go back to the original form of payment, the Mastercard ending in ***Please allow at least business days for the refund to appear on your account
Mr.*** thank you for reaching out to us in this matter, we appreciate your business and look
forward to serving your travel needs in the future
Sincerely,
***
Orbitz Customer Relations
Initial Consumer Rebuttal /* (2000, 7, 2015/08/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
***
We thank you very much for working with us in the unique situationWe look forward to using Orbitz again in the future

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

Initial Business Response /* (1000, 5, 2014/11/12) */
Hi Mrs.***
Thank you for contacting Orbitz via the Revdex.comWe appreciate the opportunity to review and respond to your concern
I understand that you found the *** to be unacceptable due to hotel
renovations in October Therefore you stayed at an alternative hotel and requested refund from OrbitzHowever, to date you've not been provided any refund or credit
Mrs.*** on behalf of Orbitz I sincerely apologize for this unfortunate situationAs you've been previously advised the *** failed to authorize any refund - stating that the reservation was non-refundable; no matter the reason for cancellationPlease know that our representatives have been advocating for your refund since your first contactRegrettably, we've been unsuccessful
However, regardless of the lack of consideration from ***, Orbitz honors our commitment to mutual customersTherefore, as a one-time courtesy we've authorized direct refund of $155.73USD to card ending Typically our credits process within business daysPlease do let me know if your credit does not appear
Mrs.*** thank you for bringing this matter to our attentionWe appreciate your patience while this issue was investigated and apologize for any inconveniencePlease be assured Orbitz values your business and we sincerely hope for future opportunity to serve your travel needs
Kind Regards,
***
Orbitz Customer Relations
Chicago, IL

Dear Ms***,
The Revdex.com has advised us of your complaint regarding a recent
airline ticket purchase on our websiteMy understanding is that you purchased
two tickets on our website, one for *** *** and one for *** *** *** ***
The booking was
made on August 6, by one of our agents in the contact center
When you review the information a few weeks later, you realized there was an error
with the spelling on the namesYou contacted Orbitz and spoke with a supervisor
named ***, who first said they would be unable to make a correctionHe did say,
however, that he would put a note in the booking and send the information to the
airlineHe also said that an investigation was needed and that it would take a few days
to investigateOn September 26, 2015, *** called you back to advise that after the
investigation, it was discovered that there was an agent error made, and that he would
have to create dummy file, and charge your card again, but that the money would be
refundedYou questioned him because you wanted to make sure you were going to get
a refundHe assured you that you would receive a refundOn October 12th, you contacted
Orbitz because the funds had not been returned to your credit cardAgent *** said that
She would have to look into it and give you a call back, but you did not receive a return phone
CallYou contacted Orbitz again on October 13th and spoke with *** againAt that time, he
Told you that you would not receive a refund because it was not an agent error, but an error
on your partYou asked to speak with a supervisor at that point, and after talking to them,
were offered $to "meet you halfway"You were also advised that when *** advised
you of the refund, that he misspoke since he did not have the results of the investigation
They repeated again that the claim was denied
On behalf of Orbitz, I apologize for the inconvenienceIn review of this booking, I show that
we have conducted a further investigation and issued a refund to you in the amount
of $on October 16, Please be assured that we appreciate your business
Thank you for reaching out to us in this matterWe hope to have an opportunity to serve
your travel needs in the future
Sincerely,
*** ***
Orbitz Customer Relations

I have attached the requested documentation, which includes a screen shot of the screen through which I selected "Confirm Flights". This did not work, however, as you can see from the attached email which includes the confirmed flight (of segment only)

Revdex.com
Orbitz- Complaint Department
face="Calibri" size="3">
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 *** *** (Revdex.com case number ***) regarding their reservations
As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe will submit our final reply via the Revdex.com's website
Again, we thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
Tier Customer Service