Orbitz

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

March 6,
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 service issues
Our records show that, on February 12, 2018, Mr*** self-booked an Orbitz.com hotel reservation via booking number *** with a chedate of February 17, in the amount of $We understand from Mr***’s complaint, the hotel reservation was not provided by the vendor upon cheand after contacting customer support, no proper resolution was givenThe customer is requesting a full refund for the missing hotel reservation
We do regret any inconvenience he encountered with the hotel reservation booked on our websiteOn March 6, 2018, Orbitz processed a full refund in the amount of $back to the original form of paymentAs a full refund has been given and the issue has been resolved to Mr***’s desired outcome, Orbitz considers this matter closed
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: The $Orbucks is for the month of September NOT August! Travel was completed in August, but the $coupon is to be issued on September as you always do
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: almost everything claimed in the response is incorrect! First, the last time that I called, I even mentioned the problem that I had with the trip, and didn't agree with the datesIf you take the time to listen to the call which you claim you record, you would be able to listen to that
Second, while I did press the "accept" button on the confirmation e-mail, there are several problems with thatWhen I called to make sure my payment went through (I had encountered an "error" message for some reason), the person I spoke to on the phone informed me that I would receive an e-mail to confirm the PAYMENT, and that I had to click acceptI was never advised that this would confirmation the information on the emailSecond, the supervisor I spoke to advised me that I had clicked on the confirm button on the 21st, which is untrue, since I didn't open the e-mail until the 24thAgain, another lie and/or wrong information on your systemFurther, the e-mail with the information seems like it's built to trick people, since it has the option to click on accept BEFORE the information about the trip, which appears AFTER the button to acceptIf I'm not mistaken, there have been lawsuits by people against companies who used to do that, which is why now most companies force people to read the entire information, or at least scrow down the entire information before clicking the "accept" button.
Third, when I tried to check in, my last name, as well as my husband's last name were incorrect, and your system had changed them and put all of our last names togetherAgain, one more evidence that our information WAS IN FACT CHANGED either by your system or by one of your agents and/or employeesI was able to find extensive evidence online about other people's experience with your business, when they had similar experiences to mine, and had their information changed by your companyI'm pretty sure you sold me a ticket to a sold out trip, and as a result, instead of informing me about it, you just changed my trip without consulting meEven one of the employees from *** *** said that although they couldn't change anything on the reservation because I unfortunately had it done through your business, he said that the reservation was strange and had several mistakes!
Sincerely,
*** ***

March 14, Revdex.com
Re: Orbitz Case #: S-***
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 youOrbitz is responding to the consumer complaint from *** *** (Revdex.com case number ***) regarding reservationsWe understand the customer is requesting that Orbitz honor her Best Price Guarantee submission request
Upon further research, we are unable to locate an Orbitz account related to the customer’s complaintWe respectfully request that they provide us with an email address used to book the reservation and the itinerary numberThe requested information will enable us to appropriately address her concerns
If you have any further questions or concerns regarding this matter, please feel free to contact usSincerely,
*** ***
Tier Customer Service

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

Initial Business Response /* (1000, 5, 2014/04/22) */
Dear Mr***
Thank you for contacting Orbitz regarding your recent travel experienceOn behalf of Orbitz, I sincerely apologize for this disappointing experience
It is my understanding, there was a schedule change on your
flight on El Al Israel Airlines, and you were not notified by Orbitz, and upon contacting Orbitz you were not offered a refund of the tickets
I have checked your reservation history and do see an airline schedule change in your itinerary history
We are currently addressing how this situation occurredAlthough the schedule change is viewable in your itinerary history, your reservation did not fall into the proper queue for attentionAt this time, we are unsure how this unfortunate situation occurredWe are currently researching with the airline carrier and our technology partners to determine the cause of this problemWhatever the problem, we acknowledge a mistake was made, and we regret failing to meet your expectations
In reviewing your booking history our records support that when you contacted Orbitz on April 14th, we offered to process a refund via the airline, which was declined
Nevertheless, we have processed a refund via the airline in the amount of $per ticketPlease allow 14-business days for this refund to post to your account on file
Mr*** we regret this unfortunate experience, and as a gesture of our sincerity, we would like to offer you a $USD ($per person) future travel voucher on your next prepaid airline, hotel or package Orbitz.com bookingOur future travel 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 prepaid airline, hotel or package booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [email protected] reference case number and my letter offering the $future travel voucher in your requestOrbitz 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 22,
We appreciate your business and hope for a future opportunity to service your travel needs
Regards,
***
Orbitz Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2014/04/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There are reasons I'm not accepting these response:
There were flights canceled from Tel-Aviv to Eilat and from Eilat to Tel-Aviv $each so the total amount that I was charged by Orbitz was $not $Please check your facts
I was never offered any refund of any kind just a useless promise to talk to airline sometimes in the future
Because of your 100% failure to notify me about cancellations I was forced to spend almost double amount to buy the same day flight as an emergency and to spend money for the taxi to catch that emergency flight
Final Business Response /* (4000, 13, 2014/04/25) */
Dear Mr***
Thank you for your recent responseI am truly sorry for your continued disappointment
Please know that the airline is in possession of the funds paid for your tickets
Orbitz is only the booking agency, and we must follow airline policy in processing refunds
The refund was processed on April 22nd; the airline refund processing timeframe for the refund to post to your account is 14-business days
Regards,
***
Orbitz Customer Relations
Final Consumer Response /* (4200, 11, 2014/04/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is insulting for me to wait for the "promise" of refund instead of refund until you get negotiate something with airline
I bought these tickets from you (Orbitz) not airline,
my credit card was charged by you(Orbitz) , not airline
I will close this case as soon as I see a full refund according to your promise on my credit cardThe rest is between you and airline
Thanks

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI just wish that your customer email responses were as clearly written as this response and that requests are processed in a timely acceptable manner.
Sincerely,
*** ***

September 20, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Orbitz Case: *** 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 youOur records reflect that on September 5, 2017, Mr*** booked a roundtrip flight for *** *** from Ankara, Turkey to Frankfurt, Germany, departing July 21, 2017, returning on August 6, We understand from Mr*** that he contacted our office to change the flightAccording to Mr*** he agreed to pay the penalty and fare difference, but on the day of travel, the passenger was not allowed to board the flight so he spent two hour on the phone with Orbitz to addressMr*** claimed that a ticket was issued to the passenger but, the ticket was never purchased by OrbitzHe is also requesting compensation for the phone chargesMr*** stated that he was given compensation in the form of a $coupon but, wants a refund of the original flight because the coupon can’t be used for anythingWe attempted to reach Mr*** by phone to address his complaint but, our attempts were unsuccessfulPer our documentation, we spoke to Mr*** on September 5, It was determined that the change that Mr*** requested had not been completedTo address this issue, our representative offered to book a one-way flight and refund any additional costThe ticket was purchased and Orbitz covered the difference of $and issued a $travel coupon for the inconveniencePer our records, this was accepted by the customerThe travel coupon is valid through October 31, and can be used towards the cost a future Orbitz bookingAgain, 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 usSincerely, *** *** Corporate Correspondence Team

Initial Business Response /* (1000, 5, 2015/07/29) */
Dear Mr***
The Revdex.com has shared your recent correspondence pertaining to cancellation of a hotel booking through the Orbitz websiteI appreciate the opportunity to review your account and respond to your concernsMy
understanding is that you canceled a booking you had made for the Holiday Inn
Panama City Beach hotelYour chedate was July 24, 2015, and the cancellation was done on July 22, You mentioned that the original confirmation displayed a cancel policy of 6pm on day of arrival, however you received an email on July 22nd that stated if cancellation was done before 6pm on day of arrival, there would be a penalty charge of $Clearly this information was contradictory and I apologize for the confusionAlso, let me apologize for the customer service issues you experienced when calling our contact centerOur goal is to provide excellent service and create a smooth travel experienceI regret that you did not find this to be the case with your recent booking
Mr*** please be assured that we appreciate your businessSince the information was presented to you incorrectly, I am going to process a refund to you for $This will go back to the original form
of payment, the Visa card ending in***Please allow 7-business days for the refund to appear on your accountI have also escalated this issue to our Hotel team for follow up, and to ensure that the
information presented during the booking process is consistent with any email notifications you may receive prior to arrival
Thank you for reaching out to us in this matterWe hope that you will give us a future opportunity to restore your confidence in our products and services
Sincerely,
***
Orbitz Customer Relations
Initial Consumer Rebuttal /* (2000, 7, 2015/07/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes, I accept their response of immediately recognizing that their policy of taking consumers money for cancellation is obviously an attempt to defraud consumers of their rightful refund
However, let it be known they are purposely taking advantage of consumers with their automatic refund policy of snagging the first day and believe the Revdex.com should look into their website practices, especially since they are being held to an A+ rating, and that they are accredited with the Revdex.comThe ONLY reason I did not get taken for $is because I had to waste close to hours getting this resolve and go as far as complaining with the Revdex.comBUYERS BEWARE that Orbitz on-line refund platform is designed to automatically TAKE the 1st night refundI will confirm the refund or be back in touch through the Revdex.comThank You

Initial Business Response /* (1000, 5, 2014/11/20) */
Hi Mr***
Thank you for contacting OrbitzYour inquiry was forwarded to our team for reviewI understand that your bank debited charges in excessive of your agreed payment of $7766.90USD for Orbitz
Confirmation#PBORBXXXXXXXXXXIn review of our billing records, as advised, Orbitz received no payment for this booking; and*** authorized payment only as agreed for airfare in the amount of $7766.90USD
Mr.*** please know all trip costs displayed via Orbitz.com are in U.SDollars (USD): We state "all prices are provided in USD unless otherwise listed" under "Trip Cost" during bookingIn addition, our reminder regarding such fees is stated in our Term's and Condition's, which are agreed at the time of bookingOrbitz is not responsible for fees customers may incur from their financial institutions; and/or due to the customer's choice of payment typeFor your convenience, I've provided the applicable disclosure from your electronic booking session ("Agree and Book", under "Booking Terms and Conditions")
"Orbitz may charge a fee for the service it provides when you book or reserve travel services, or accommodations through the SiteAny such service fee is non-refundableIn addition, you will be responsible for all charges, fees, duties, taxes, and assessment arising out of your use of the Products and Services available from the Site."
Mr.*** I would urge you to check with your bank regarding the "breakdown" of the indicated transactionAs you mentioned the fees you've incurred were "international transaction fees"Such transaction fees are typically imposed by the customer's financial institution; and not within Orbitz controlAs your document shows Orbitz did not collect any payment or fees for your bookingFurther, per our Terms and Conditions, Orbitz is not responsible fees supplier imposed fees, fees collected by customer banks, or fees imposed by third party payment services such as PayPal
I am sorry for any disappointment in this regard and I wish our response could be more favorablePlease do contact me if you have further questionsThank you for sharing your concernOrbitz values your business and we hope to have future opportunity to serve your travel needs
Sincerely,
***
Orbitz Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (3000, 7, 2014/11/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I also booked other business class tickets to India through Orbitz one via*** Airways in October, and another via*** Airlines in DecemberThese two were routed to the USA offices of the respective airlines and thus I did not incur any bank transaction fees
The $charge for PBORB-XXX-XXX-XXXX transaction was because the Orbitz site routed the transaction to Germany*** instead of the USA officeDue to this it became an international transaction, and an international clearing house assessed the intltransaction feesThis happened because Orbitz routed the payment option to Germany***
Since I booked the ticket via the Orbitz USA web site, it is the responsibility of Orbitz to bear these additional costs as the final price was specified as $7766.90USDNo mention of additional costs near the Continue or the final Submit buttons
I appreciate your cooperation in processing a full refundThank you
***
XXX-XXX-XXXX
***@hotmail.com
Final Business Response /* (4000, 9, 2014/11/25) */
Mr***
Orbitz terms and conditions, which are accepted at the time of booking clearly state that we are not responsible for exchange fees, assessments, conversion fees, taxes, etc incurred due to the use of our siteFurther you selected a non-U.Scarrier for booking - it is not Orbitz but the carrier that determines how to process the payment which is charged directly by the airline to the customerWe sincerely apologize but no refund or credit from Orbitz will be provided in this matter
Thank you for providing an opportunity to fully review and consider your concern
Sincerely,
***
Orbitz Customer Relations
Chicago, IL

Initial Business Response /* (1000, 5, 2015/03/04) */
March 4,
Revdex.com
Case Name: Mr.***
To whom it may concern:
We are in receipt of the complaint initiated by the above-mentioned clientCustomer satisfaction is always our primary concern and
it is a disappointment to learn that we have not met Mr*** expectationsWe appreciate your patience during our review of this matter
Upon receipt of Mr*** complaint, Orbitz Cruises initiated an internal review of his travel folioThe notes in Mrs*** record state that Mr*** called our offices on December 31, to inquire about the promotional items available for his June 22, sailing aboard the Norwegian SunAt that time Mr*** was advised that he had a $onboard credit that was applicable to his booking
On February 25, 2015, Mr*** called in to upgrade his previous cabin choice for his cruiseAt that time the agent advised him that changing cabins could change the amount of his onboard creditWhen speaking with the cruise line the agent was told that before changing the guest's cabin assignment the onboard credit available was $and that if the cabin assignment was changed the $onboard credit would remain in placeThe agent made the change as approved by Mr*** and sent a new confirmation invoice that had the updated information
Upon receiving the updated invoice, Mr*** again called in concerned about the amount of the onboard credit listed on the invoice, $We have since contacted Norwegian Cruise Line and have been advised by them that the current onboard credit applicable to Mr*** booking is $
As a result of our research we agree that Mr*** was advised, albeit incorrectly, that he was to receive a total of $in onboard credits for his upcoming cruiseTherefore we have authorized an in-house payment to Norwegian Cruise Line in the amount of $to bring the total onboard credit that Mr*** will receive for his June 22nd cruise to the originally offered $Please express our sincere apologies to Mr*** for any frustration this series of events may have caused him
On behalf of Orbitz Cruises, we appreciate this opportunity to address our client's concernsIf you have any further questions regarding this reservation, please do not hesitate to contact us
Sincerely,
***
Customer Relations Specialist
Orbitz Cruises

On July 4th I was researching a trip on Orbitz and ***I was doing it both at the same time to review pricesWhen I was ready to buy on *** I accidentally bought on OrbitzI bought my vacation package on *** and then cancelled my vacation package on OrbitzBy cancelling it, I hit the cancel trip button found at the bottom of my itineraryOn July 6th, while monitoring my credit card I noticed a refund was applied for my shuttle bus service from the airport to hotel, but not for the tripI called customer service and was placed on hold many timesThe entire call was almost hours long for them to repeat to me that the cancel trip button doesn't mean cancel tripIt means cancel shuttle busI thought I bought everything as a package and was cancelling my "trip" by hitting the cancel trip buttonThat was not the caseI am now being charged $in flight cancellation feesI booked the exact same trip on ***, who is under the same ownership as OrbitzI am on the exact same flight going to the exact same place at the same timesSo while i'm still on this flight, i'm still paying flight cancellation feesI don't think it's ok to mislead people by labeling buttons on their itinerary as "cancel trip" when they don't actually mean thatThey know there is a very limited time to cancel before fees occur and I feel I was taken advantage of and tricked by being misled and deceivedWhen I look at my Orbitz account, all of my vacations are labeled as "trips"When I see a cancel trip button for something I just booked by accident and hit that button, i'm assuming I just cancelled my "trip", or my entire vacationThey are refusing to refund me the $flight cancellation fees, or even offer me a credit to continue using their site