Orbitz

Revdex.com
Orbitz- Complaint Department
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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

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)

February 24, 2018Revdex.comOrbitzComplaint DepartmentRe: Orbitz Case ** ***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 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 *** *** *** *** *** *** regarding a package We understand Mr*** is seeking a refund for for a promotion not being applied to his recent package booked through OrbitzWe researched this matter further and our records show a flight and hotel package reservation was booked via our website on February 24, but Me*** or an authorized user to his Orbitz account, without the assistance of an Orbitz representative.We show Orbitz was contacted regarding a promo “Vacation75” being offered at the site but the customer not being about to find where to apply the codeThe agent documented they advised the customer he did not meet up the amount of $750/3days total as required per the rules of the promotionOnly met the amount of $was met hence the reason the indicator did not automatically appear to apply the code. However taking into account the customer’s experience as a onetime gesture of goodwill we have honored a refund of $to card ending 4389, you should expect to receive your refund within business daysWe apologize for any inconvenienced cause in this matter.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,*** ***Corporate Customer Service

I have used Orbitz since 2008, and I travel a lot For example, in my lifetime I have been to countries, and many several times I got this unidentified charge on my credit card for $from Orbitz I waited minutes on Orbitz phone line, and was then disconnected I phoned again, and minutes later spoke to an actual person The charge turned out to be a "cancellation fee" The event I was going to was canceled, so it wasn't due to my poor planning I did not know about this fee What bothers me, isn't the amount of money, obviously, but the lack of respect by both Orbitz people I spoke to on the phone They were rude and condescending tone of voice, total lack of sympathy, really angered me After all of the thousands of dollars I have spent over the years with Orbitz, this is how customer support treats me? I am going to *** or some other place from now on Orbitz is penny wise, and pound foolish

Initial Business Response /* (1000, 5, 2014/01/30) */
Dear Mr***,
Thank you for contacting Orbitz via the Revdex.comWe appreciate the opportunity to review and respond to you concern
Unfortunately, with the information provided, *** *** and email address
***@gmail.com, we did not find a *** reservation; or any information that corresponded with your concern
We did find that Orbitz Member *** ***, ***@gmail.com, does correspond with Orbitz confirmation PBORBXXXXXXXXXX/APXXXXXXNRIZYJ0EHowever, this reservation is for *** Airlines travel from *** *** *** to *** ** *** round-tripI did see that it had been booked on January 6, and courtesy cancelled, for full airline refund of $418USD, on January 7, This information is provided within the member account and able to be verified by reviewing the credit card statementThere were no other reservations found, past or present, associated with this Orbitz Member Account
Mr***, if there is another Orbitz Reservation or Orbitz Member Account in question; please do provide the Orbitz Confirmation number and member email addressWith further information, I will be able to find and review your specific reservation/billing concernRegrettably, however, with the information previously provided in your complaint, there is no further info available
Please do review your credit card statement for the *** charge, for the correct "Merchant" infoIf the Merchant is "Orbitz or OWW" with additional the proper Orbitz Member, and billing info, I will be able to further investigate this issue
Thank you for sharing your concernPlease do let me know if further assistance is needed in this matter
Kind Regards,
*** ***
Orbitz Customer Relations
*** **
Final Consumer Response /* (4200, 13, 2014/02/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
they admitted that their advertisment was misleadind
I demand a full refund to credit card and I have never met a company with such bad customer service as orbitz.com
Final Business Response /* (4000, 11, 2014/02/06) */
Hi Mr***,
Thank you for providing the Orbitz Confirmation # PBORBXXXXXXXXXX
I have reviewed the electronic records for the online booking session and your attempts to cancel
I agree that our advisement regarding "Courtesy Cancellation" was misleading
Our advisement at the time of booking/confirmation showed that courtesy cancellation would be available until 11PM ESTHowever, courtesy cancellation, by airline fare rule and airport operations/control polices is only available until Hours Prior to departure, if allowed at allThis I'm sure in review of your online session, caused confusion and delay in resolving the immediate reservation concern - " I just booked, how do I get my refund"I appreciated your dilemma
Please understand, I did find that 'cancellation' was available online, this option was not selected, as no refund would be possible - the ticket as booked was "non-refundable"Further I did find that Orbitz was not contacted via chat, social media, email, or in staying on the line to reach a representative
In addition, ***, regrettably, was not contacted either for any cancellation or change prior to departure January 7, As a result, as you were advised, the airline tagged your reservation "No Show" because the itinerary was not cancelled prior to departureAnd ,unfortunately, as *** holds the funds for this reservation, Orbitz is not able to offer refund
Regardless, of the many ways in which the reservation, and airline credit would have been "preserved" - as I mentioned, I believe our initial advisement was in error
Therefore, as an amicable resolution, I'd like to offer a $550USD Orbitz Prepaid Hotel , Vacation Package, or Air booking Future Travel VoucherOur voucher is offered as a sign of our commitment to youHere are the instructions for your voucher:
When you make your next Prepaid Hotel, Vacation Package, or Air Booking via Orbitz.com, email the Orbitz Travel Document/Confirmation to us at ***@orbitz.com , and request to redeem your voucher # XXXXXXXOrbitz will then issue credit to the card used for the new bookingYour voucher is valid until February 6,
Mr***, please do let me know if you have further questions or concernsWe value your business and sincerely hope for future opportunity to restore your confidence in our service and site
Kind Regards,
*** ***
Orbitz Customer Relations
Chicago, IL

Initial Business Response /* (1000, 5, 2015/06/18) */
Dear Mr***,
The Revdex.com has shared your recent correspondence pertaining to your disappointment that the fare for the flight itinerary chosen increased before you could confirm the bookingOn behalf of OrbitzI apologize
for your disappointment, and appreciate the opportunity to review your account and respond to your concerns
Orbitz goal is to offer the lowest fare available to our customersHowever, all fares are determined directly by the airlines and can be updated at any timeUnfortunately, fares are not guaranteed until they are ticketedOrbitz is not able to restore a fare once it is sold out or discontinued by the airline
Airfares and availability change throughout the day, based on demand for the flight and the airlines' right to change them at any timeUnfortunately, fares can change very rapidly as the carriers continually adjust their flight loads, especially during peak travel timesOrbitz monitors these changes closely and makes every effort to keep our fare displays as current as possible
Mr***, I have reviewed your account under the email address of *** and I do not show any bookings confirmed via OrbitzNevertheless, we do apologize for your disappointment in our services, but please understand that Orbitz does not charge you directly for airline reservationsAirline fares are not guaranteed until ticketed, and we are unable to offer a refund if a fare increasesI wish we could offer you a more favorable responseWe do appreciate your business, and hope that we have a future opportunity to serve you
Sincerely,
Charlotte ***
Orbitz Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/06/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My time is just as valuable as Orbitz and to take the time to fill out and submit the form and then get no explanation for not getting tickets and redoing and resubmitting the form and having to figure out on my own as to why took my timeI should have been notified immediatelyThe price should be honored once you are in the process of filling out the necessary paper work for tickets, you have logged on the site at the appropriate time for that priceThis practice is very poor business, if your in a store to purchase something the price is not changed while you are filling out the paper work for the item!
Final Business Response /* (4000, 9, 2015/06/19) */
Dear Mr***,
Thank you for your follresponse, and I appreciate the opportunity to respond to your continued concerns
Please know that airline fares are based on specific classes of serviceThe airline only releases so many seats per fareIf the lower fare is confirmed by other passengers before you have completed your reservation, that fare will no longer be availableAirline availability is made available to all travel agencies and the airline themselves as wellOrbitz does not charge you directly for airline tickets, and airlines do not guarantee their fares until the ticket has been issued
Mr***, we apologize again for your disappointment, but we are unable to offer a refund if a fare is no longer availableThank you again for the opportunity to address your concerns
Sincerely,
Charlotte ***
Orbitz Customer Relations

Dear Ms***, The Revdex.com has shared your recent correspondence pertaining to your refund. I appreciate this opportunity to respond to your concernsPer my previous email sent to the Revdex.com on February 12, Orbitz has refunded the airline's cancel fee in
the amount of $to your account ending in ***. Furthermore, I advised should you want the $future travel voucher surrendered to please advise me. However, I did not receive a response from you to surrender the voucher. I apologize for any confusion this may have causedToday, per your request, I have surrendered the voucher in the amount of $to your account ending in ***. Please allow to business days for the refund to appear on your account. Thank you again for the opportunity to address your concernsSincerely, *** *** Orbitz Customer Relations Chicago, IL

March 28,
Revdex.com
Complaint Department - Orbitz
Re: Orbitz Case #: ***
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 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 complaint ***) regarding the customer service issues.
Our records show on December 9, 2016, Ms*** self-booked an Orbitz.com flight, hotel and car package reservation via booking number *** with a commencing travel date of March 23, We understand from the customer’s complaint, she received poor customer service when trying to change the travel dates on her reservationThe customer is requesting for her travel commencing date to be changed to March 24,
Upon researching the customer’s complaint, we can confirm that on March 16, 2017, when Ms*** brought his matter to our attention, her package reservation travel date was changed to March 24, We can also confirm, several refunds were processed due to the insurance purchased by the customer
Orbitz’s goal is to provide an exceptional customer experienceWe regret any inconvenience encountered by Ms*** with our customer service representatives and the comments received have been sent to our higher level of supervisors for review to improve the training of our staff and the quality of service we offer
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,
*** ***
Corporate Customer Support

December 2, Revdex.com Orbitz Complaint Department Re: *** Case #: *** 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 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 *** *** (Revdex.com case number ***) regarding a hotelWe understand Mr*** had an unpleasant experience regarding a recent hotel booked using OrbitzPlease be advised when reservations are booked through our website the information is transferred to the hotel instantly via email, or fax, etc however depending on the hotel’s data base systems the time it takes for the reservation to be received can vary We apologize for any inconvenience this any have caused However taking into account your experience we would like to offer a $Orbitz Travel Coupon that can be redeemed toward the future purchase of an Orbitz Rate Hotel either as a standalone reservation or in a Vacation PackageThe coupon is valid for one year from the date of issue and is immediately accessible within your accountYou will receive a separate email with the associated Terms & ConditionsWe hope you will allow us the opportunity to improve upon your experience in the future 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 usSincerely, *** *** Corporate Customer Service

Complaint: ***
I am rejecting this response because:While I can appreciate your attempt at keeping information safe, I assure you that you have not looked into this matter fully. I see in your response that you have referred to me as Ms., meaning that I am female. As I would have to be to become pregnant. It has been brought to my attention that the recording you all have of this conversation on 01/27/was a male caller. The only phone call I made to Orbitz was in fact on 02/24/2016, well after the fact that you all had my reservation canceled. I do not believe that you have fully investigated this matter and would like all recordings pulled. I also DID NOT receive any email notification that I needed to provide any sort of follow up. In fact the person I spoke to on 02/24/stated that it may be in my junk mail. Now I ask you, why would all other emails come directly to my mail box and this "supposed" notification of medical proof go to my junk mail. You all have perfected the art of talking circles around your customers until they simply walk away. All I am asking is for this to be made right. I am a single FEMALE, and I can provide whatever proof you need to prove that I am such, and that you all in fact did allow another party to cancel a reservation without my permission. This just can not be acceptable. I have had to go to great lengths and many hours to protect my identity and follow up with you all, with very little to NO response. In fact, it has not been until I filed a complaint with Revdex.com that anyone has listened to me, much let take the time to respond. I would like to also hear the recording on 01/27/that you all claim you administer to calls, as proof that you have in fact looked into this matter fully and completelyIt is extremely upsetting that all this could happen, and with no regard to myself or my experience.
Sincerely,
*** ***

Dear Mr***, The Revdex.com has shared with us your correspondence regarding your recent experience with OrbitzIt is my understanding when you contacted the Iron Gate Inn they advised they were overbooked and you were upset with the service you received when
contacting our customer service regarding the situationI 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 Hotels, just like the airlines, do overbook and on occasion will exceed overbooking ratios. This process is solely controlled by the individual hotels and or their representative companies. On occasion we find these hotels are unsuccessful in closing their inventory allowing customers the ability to still book roomsWhen these situations occur the hotel is responsible for finding accommodations for the guests they have inconveniencedWhile we received confirmation from the property for your reservation, we were not notified of the overbooking Mr***, we also understand you were upset with the amount of time it took to receive your refund for the reservationPlease understand the refund was processed immediately, but we have no control of how quickly the bank or card company makes that credit available to the customer Please know we regret the service you received was less than satisfactory. Comments such as yours are read by numerous people within Orbitz and help shape our policies and practices. It is never our intent to inconvenience our clients and it is disheartening when our clients feel we have not met the standards to which we hold our organization and employees, as we attempt to provide the most efficient, quality customer service available. We would like to assure you that your business is important to us; therefore, as a courtesy, we have provided your online Orbitz account with a $Travel Coupon that can be redeemed toward the future purchase of an Orbitz Special Rate Hotel either as a standalone reservationThe coupon is valid for one year from the date of issue and is immediately accessible within your account We appreciate your business and hope you will continue to use Orbitz in the future for your travel needs Sincerely, *** *** Orbitz Customer Relations Chicago, IL

May 09, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Orbitz Case *** Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from Ms*** ***Orbitz, Incis once again responding to the consumer complaint from Ms*** *** regarding a hotel refund requestI’ve personally checked Ms*** account for any possible approvals received from anyone regarding her itinerary, and none are shown on the accountWe have contacted the hotel directly and they have confirmed per Revenue Management and Sales Operations for *** *** *** there was no approval that was provided by management for any refund to the customerOrbitz has reviewed all of the customer’s concerns in an attempt to resolve the case to the customer’s satisfactionWe have once again determined no refund will be provided to Ms*** At this time we have no other option than to ask the Revdex.com to close this caseWe 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, *** *** Tier Customer Service

April 24, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Orbitz Case ***
Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from Mr*** ***Orbitz, Incis once again responding to the consumer complaint from Mr*** *** regarding a refund requestOrbitz is unable to provide credit for something the customer usedIn this case the customer used the outbound ticket, and per the airline who owns the ticket was able to be placed on a later flight at no additional cost to the customerMr*** again mentions he was “bumped off” the flightThis is incorrect, as Mr*** was not checked in on the return flight due to ticketing issues that he was emailed about in December This means he would not be unable to be bumped off as he claimsMr*** also mentioned he called Orbitz and spent hours on the phoneHowever this was already after the first flight had been used months laterI’ve personally checked Mr***’s Obitz account for all emails and Orbitz contact with the customerI’ve also read the email sent from Orbitz to our customer and listened to the calls the customer madeOrbitz has reviewed all of the customer’s concerns in an attempt to resolve the case to the customer’s satisfactionWe have once again determined no refund will be provided to Mr***As previously mentioned, Orbitz has already provided a hotel coupon for any future hotel booking on Mr***’s accountMs*** may also contact Orbitz if he wishes to learn about the couponAt this time we have no other option than to ask the Revdex.com to close this caseWe 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, *** *** Tier Customer Service

Initial Business Response /* (1000, 5, 2014/12/03) */
Dear Ms.***
The Revdex.com has shared your recent correspondence pertaining to The*** Hotel reservation you purchased on November I appreciate the opportunity to review your account and respond to your
concerns
It is my understanding that you are requesting a refund in the amount of $for the cost of taxi fares during your travel in TorontoFurthermore, you are insisting that the Orbitz website is advising customers of amenities
Ms.*** after researching this situation, I would like to offer the following explanationDuring the process of researching The*** Hotel, I have confirmed that under the Highlights description for the hotel there are benefits for staying at this particular locationThose benefits are as follows:
Excellent downtown location
Warm, friendly staff
Airport shuttle available
Please know that the website does not show that the Airport shuttle is a complimentary service at The*** HotelThe Highlights are shown to inform customers interested in the property that there is transportation available; however, I have confirmed with the hotel that there is a complimentary shuttle service available from the downtown*** Toronto Airport; however, starting October 30, the shuttle service for the*** International Airport has been suspended until further notice
Ms.*** I can understand the confusion and frustration this may have caused, and I apologize for any inconvenience this may have caused you; therefore, as a gesture of goodwill, I would like to offer you a $future travel voucher to use on your next prepaid Orbitz.com flight, hotel or vacation package bookingOur voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needs
Here are the instructions for the future travel voucher:
When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at ***@Orbitz.comPlease reference case number XXXXXXX and my letter offering the $USD future travel voucher in your requestOrbitz will then issue a credit to the card used for the new bookingThis offer is valid for one year from the date of this letter, until December 03,
Ms.*** 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
Chicago, IL

Revdex.com
Complaint Department - Orbitz
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

November 16,
Revdex.com
Complaint Department - Orbitz
Re: Orbitz Case #: ***
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 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 complaint ***) regarding the customer service issues.
Our records show, on October 29, 2017, Mr*** self-booked an Orbitz.com hotel reservation via booking number *** with chedate of October 29, in the amount of $We understand from Mr***’s complaint, due to wrong information provided by customer service the reservation was not accepted by the hotel and is requesting a full refund
Upon researching the Mr***’s complaint, we can confirm no customer service contact documentation was found on the customer’s account related to the hotel reservation
Further research shows, via the actual booking path taken by at the time of booking, Mr*** was provided the hotel’s chetime as 3:00pmWe can also confirm, the reservation was booked as non-refundable and no early chewas available
Orbitz’s acts only as a third party intermediary for hotels and must abide by the cancelation policies set by each vendorBased on the information provided above, we are unable to honor Mr***’s refund request
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,
*** ***
Corporate Customer Service

Complaint: ***
I am rejecting this response because:As upon being on the phone for hours and hours should have been resolved last week or not wait until I contact them I was trying to resolve and nothingI would still like $Orbucks to account for type of customer service and mishandling
Sincerely,
*** ***

Dear Ms***, The Revdex.com has shared your recent correspondence pertaining to a courtesy cancellation refund I appreciate the opportunity to review your account and respond to your concerns.I have reviewed your reservation history to better understand the nature of
your concerns Upon reviewing your account, our records show a reservation on *** Airlines was made on January 9, at 236P CST and shortly afterwards on the same day; the ticket was courtesy canceled at 258P CST In reviewing your Orbitz account and Orbitz Record Locator ***, our records confirm that Orbitz was able to offer you an online courtesy cancellation and the ticket sale was voided At Orbitz, we do not hold the funds for a ticket issued, so we will place a pending authorization on a customer’s account for the ticket amount In the situation where a ticket is canceled so quickly, you may not ever see an actual refund; the hold will just drop from your account, and that balance will become available If the sale has already been reported to the airline; you would see a charge with a ticket number from *** Airlines, and the courtesy cancellation will go through standard refund processes Ms***, we do show that the ticket reserved was properly voided If you feel that it was not just an authorization that dropped from your account, and you were actually charged by *** Airlines, Airlines, please attach a copy of your January and May credit card statement to this email You can block out your actual credit card number, but we will have to review the charge showing on your account, and that the authorization has not dropped or a refund processed If you have any further questions, please feel free to let me know.Sincerely,*** Badalamenti Orbitz Customer RelationsChicago, IL

Dear ***, The Revdex.com has shared with us your correspondence regarding your recent experience with OrbitzIt is my understanding you were unable to take your return flight from Port of Spain to New York and you are requesting a credit for the flight to use in the future
I appreciate the opportunity to review your account and respond to you On behalf of Orbitz, I apologize for any frustration this has caused you After further review of the reservation we do show per the fare rules placed on your reservation by *** Airlines, which you agreed to at the time of booking, changes are not permitted to the reservation, meaning once the itinerary is booked no changes to date or time can be made and the reservation cannot be canceled for a future use creditUnfortunately, as you did not take the return flight and no changes are allowed to the reservation the value of the return flight has been lost ***, as a travel agency, Orbitz is required to apply the applicable airline fare rules when performing a ticket exchange or cancellationAs the fare rules state no changes are allowed Orbitz is not in a position to offer a refund or credit for the return flight Nevertheless, we do value you as a customer; therefore, we would like to offer you a $future travel *** to be used on your next Orbitz.com bookingOur *** 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 ***: When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at ***@customercare.orbitz.com. Please reference case number *** and my letter offering the $*** 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 April 13, ***, 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 needs Sincerely, *** *** Orbitz Customer Relations Chicago, IL

Initial Business Response /* (1000, 5, 2014/05/12) */
Dear Ms***
The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you furtherIt is my understanding that you cancelled your travel package, but are upset that the airfare was not
refundableOn behalf of Orbitz, I apologize for this disappointing experienceI appreciate the opportunity to review this matter and assist you
***, the insurance provider for Orbitz Worldwide, provides a number of different travel partners with various insurance plansThey are a separate company from Orbitz, and you will need to file a claim for your trip insurance directly with ***Since we are not an insurance agency, we cannot tell you if your reason for cancelling your trip qualifies for a refund
When we advised that the car and hotel portion of your package are refundable, this is based on the suppliers' own rules that they have set for their productsThe car portion is refundable until your day of departureAccording to the hotel's policy, it is fully refundable until *** 13, tomorrowIf you wait to contact us to cancel until tomorrow, there is a $penalty feeThe hotel portion is fully nonrefundable if you cancel on the day of arrival
The airfare portion is nonrefundable, per the fare rules associated with your Island Air ticketYou can change the date on your ticket for a $Island Air reissue fee, a $Orbitz reissue fee, plus any difference in fare
Ms*** when you book on our website, we provide links to the terms and conditions to the insurance, as well as the terms and conditions for the package you're purchasing through usI've attached the screenshots from your booking path for your reviewIf you had clicked on the links I've highlighted, you would have found more information about the cancellation policies
Please understand we feel the information provided on the website regarding the travel insurance clearly explains that you will only be reimbursed if your reason for cancellation is covered, just as with any insurance
If you still want to cancel your package, please contact Orbitz Customer Service at ***, and one of our customer service agents will be happy to assist you further
We do hope you understand our positionWe value your business and look forward to serving your travel needs in the future
Sincerely,
*** ***
Orbitz Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (3000, 7, 2014/05/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I never proceeded with the cancellation because I would be losing too much moneyI do not want to cancel if I am not entitled to refund
Final Business Response /* (4000, 9, 2014/05/13) */
Dear Ms***
Thank you for your responseYour booking has not been cancelled, it is still active and ready for travelPlease keep in mind that if you choose not to travel and do not cancel prior to the departure date, then you will lose any credit value
Please let me know if you have any questions, and I'll be happy to assist you
Best Regards,
*** ***
Orbitz Customer Relations
Chicago, IL