Orbitz

January 28, 2017Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted] Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding a package reservationWe understand from Ms [redacted] complaint she is requesting credit on her current reservation due to the inconvenience experienced when booking the reservation.Our records indicate on January 12, the customer self- booked a package reservation for one travelerThe customer purchased a three night hotel reservation at the Treasure Island Hotel and Casino checking in on March 1, 2017, and checking out on March 4, The customers flights are operated by [redacted] Airlines, departing from Tampa, FL to Las Vegas, NV on March 1, and returning on March 4, 2017.Per Ms [redacted] complaint she tried to book a package multiple times with different travel agenciesWhen a customer makes a purchase, Orbitz applies a credit authorization toward the credit card to determine if the card is validThis is a temporary hold and if a booking is not successful, the full authorization may remain on the customer’s credit card; however, each bank or credit card company policy is differentAlthough the credit card authorization is attempted on our website, they are not charges from OrbitzWe regret that the customer was inconvenienced by recent charges when attempting to book their flightsTypically, our system authorizes a small amount to ensure that the credit card is validOnce we receive that authorization, we forward the information to the airline so that they may charge the customer directly for the flights.We apologize for any inconvenience this lapse in time may have caused Ms [redacted] We would also like to apologize for the customer service issues experienced in trying to obtain confirmation of her reservation and its associated chargesWe would like Ms [redacted] to know that every reservation is important to us and our main goal is to provide a smooth and pleasant experience to our membersAt this time we are unable to offer any compensation due to the issue experienced.We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted] Tier Customer Service

Dear Mr [redacted] , Thank you for your follresponse, and I appreciate the opportunity to address your concerns Please know that at Orbitz, we are undergoing a transition in our systems This is causing a delay in future travel vouchers being redeemed; however, they are still valid on a qualifying booking Upon reviewing your case number 4972041, I do see the future travel voucher in the amount of $25.00, but it is showing as paid Mr [redacted] , if you feel that you have not received payment, please forward a copy of your new itinerary along with the case number mentioned above to [redacted] @customercare.orbitz.com to request this be reviewed This is the Department that would need to review your request and address your concerns regarding the redemption We apologize for any inconvenience this transition has caused We do appreciate your business, and hope that we have a future opportunity to serve you Sincerely, [redacted] Orbitz Customer Relations

Dear Sharon, The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you furtherIt is my understanding that you are upset with the service you received when you called our service department to cancel your reservation due to the death of your family memberI appreciate the opportunity to review your account and respond to your concernsOn behalf of Orbitz, we are very sorry to hear about the loss of your loved oneOrbitz strives to provide the best possible customer service, and I regret that in this case, we fell short of our goalAfter reviewing your account, I do show the canceled reservation under record locator PBORBPer the terms and conditions placed on this ticket by Air France; you still have a credit to use for future travelThe reservation has to be used by the same traveler and on the same airlineYou must rebook prior to June 30, You will also be responsible for the airline penalty fee of $plus fare differenceAs a one-time courtesy, we will waive our $processing fee, and this information will be noted in your accountUnfortunately, we are unable t offer a refund, because the ticket is non-refundableSharon, thank you for allowing me to review this with youWe appreciate your business, and we hope to have an opportunity to serve you in the futureSincerely, Jeanna [redacted] Orbitz Customer Relations Chicago, IL

Dear Mr [redacted] The Revdex.com has shared with us your correspondence regarding your recent experience with OrbitzIt is my understanding your flight from Guangzhou to Manila was overbooked and you were moved to a flight for the next dayHowever, you were told by China Southern Airlines that flight was also overbooked and you decided to make new travel plans to get to Manila I appreciate the opportunity to review your account and respond to your concernsOn behalf of Orbitz, I would like to apologize for your disappointing experiencePlease know I have reached out to China Southern Airways regarding a refund for the reservation and they have advised you should have received a letter at the airport from the ticket counter stating that your flight had been overbookedThey are requesting that you provide them with that documentation before they will review your refund requestPlease let me know if you received that document, and if so, please scan and attach that to your response to the Revdex.com so they can forward that to OrbitzI look forward to your responseSincerely, Shalon ***Orbitz Customer RelationsChicago, IL

Dear Ms [redacted] , The Revdex.com has shared your recent correspondence pertaining to your hotel no show fee charges 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 You had a reservation to depart from Cancun on January and received an alert from Orbitz that your flight was now leaving an hour earlier As the flight was departing at 135P, your alert stated the flight was now leaving at 1220p I contacted [redacted] Airlines on your behalf and they advised that there was a slight schedule change that your flight was now leaving at 120P, there was no notification that the flight was leaving at 1220p Also, please know these alerts come from the airlines directly At this time I cannot explain how this unfortunate situation occurred I apologize for any confusion this may have causedHowever as a traveler it is the responsibility of the traveler to check their flight online for any last minute changesThe recommended arrival time at the airport prior to departure of international flights is hours Because your flight was departing at 135p, you should have already been at the airport checkiwhen you received your alert Please understand that flights can change, but you are still required to arrive at the airport as originally scheduledAs 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 [redacted] @Orbitz.com Please reference case number [redacted] 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 February 4, Ms [redacted] , we appreciate your business and we hope you will provide us with a future opportunity to serve your with your travel planning needsSincerely, [redacted] Orbitz Customer Relations Chicago, IL

January 7, Revdex.com Orbitz.com - Alaska, Oregon & Western Washington Complaint Department Re: Orbitz Case #: [redacted] 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 Ms [redacted] (Revdex.com case number [redacted] ) regarding a refund request of a cancelled flight itinerary Our records reflect self-booked itinerary # [redacted] for two combined one-way fares departing from New York, NY on January 4, to Los Angeles, CA aboard [redacted] Airlines and returning January 7, aboard [redacted] Airlines These fares, each being one way were billed individually by the validating carriers, [redacted] and [redacted] *** Ms [redacted] contacted Orbitz on December 25, to cancel the flights and the cancellation was processed by our agents, within the hour free/refundable cancellation period the airlines allows for published airfare Orbitz serves only as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers Orbitz does not own, operate or otherwise run any travel services or companiesWhen booking on Orbitz.com customers agree to our Terms of Use, which states in part: The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the [redacted] Companies or the [redacted] AffiliatesThe [redacted] Companies and the [redacted] Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there fromThe [redacted] Companies and the [redacted] Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority As in this case, the airlines chosen are the Merchant of Record, which means they are the party that processed the charges on the customer’s credit card Any refund due must come from the airline and is provided on their timeline Orbitz has no ability to refund for airfare charged by the airline, nor can we alter their refund timeline In this instance, [redacted] did process an immediate refund, however, [redacted] Airlines did not and will do so on their refund schedule, which is most often within seven to ten business days, but can be up to two billing cycles Again, Orbitz has no control of their refund process Ms [redacted] has been requesting that Orbitz provide her with a refund, but as Orbitz was only the booking intermediary and did not collect any funds from her, we are not able to agree to her request She will need to allow time for [redacted] Airlines to provide her refund She can access their website and track her refund or speak directly to their accounting department, providing her ticket number for their information on the refund expectation Orbitz regrets that we cannot offer more assistance in obtaining the refund, but we must abide by the processes of the vendors who offer services on our site 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, [redacted] Tier Corporate Customer Service

June 10, 2017Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted] Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservationWe understand from Ms [redacted] complaint she is requesting a refund for her canceled flight reservation.Our records indicate on March 27, the customer self-booked a round trip flight reservation on Orbitz.comThe flight reservation was operated by [redacted] , with flights departing from Toronto to Nashville on June 17, 2017, and returning on June 24, The customer also purchased a “Flight Total Protection Plan.”Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providersAs [redacted] was the merchant of record and the company that charged the customer’s credit card, we have to abide by their rules and regulationsBased on the fare rules the customer agreed to at the time of booking, the tickets were non-refundable with a change penalty fee of $per passenger would be chargedIn addition, the customer would be responsible for any difference in fareDue to the above we are unable to refund the customers ticket.Orbitz offers the “Flight Total Protection Plan” so our customers can have the ability to be reimbursed for the cost of flight interrupted for covered reasons such as illness of a family memberPlease review the summary of coverages below:Pre-Departure Trip Cancellation:We will pay a Pre-Departure Trip Cancellation Benefit, up to the amount in the Schedule, if you are prevented from taking your Covered Trip due to your, an Immediate Family Member’s, Traveling Companion’s, or Business Partner’s Sickness, Injury or death or Other Covered Events as defined, that occur(s) before departure on your Covered TripThe Sickness or Injury must: a) commence while your coverage is in effect under the plan; b) require the examination and treatment by a Physician at the time the Covered Trip is cancelled; and c) in the written opinion of the treating Physician, be so disabling as to prevent you from taking your Covered Trip.If the customer is seeking further compensation we suggest she await a response from the insurance company [redacted] Travel is our administrator for assistance and can be reached by calling [redacted] or email: [redacted] @aon.comTheir office hours are 8:AM - 10:PM ET, Monday - Friday; 9:AM - 5:PM ET, Saturday.We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted] Tier Customer Service

Initial Business Response / [redacted] (1000, 5, 2014/04/09) */ Dear Ms [redacted] The Revdex.com has shared your recent correspondence pertaining to the Best Price Guarantee claimI appreciate the opportunity to review your account and respond to your concerns From your complaint, you booked a ticket on April 6, for travel on May 27, After the booking, you found lower fares for the same route, and you believe that the Best Price Guarantee policy should be, in effectThis, however, was not the caseFurthermore; your perception of Orbitz has become discontented due to the service you have received Ms [redacted] I do understand your concern; travel can be a hectic experience, and Orbitz does try to meet the expectations of our customers with reliable information along with retailers Over several years, Orbitz was pleased to provide thousands of customers with refunds under our Price Assurance program for both hotels and for airline ticketsWe very much appreciate that Price Assurance rewards have endeared to us many customers over this time The Member rewards program was created on March 7, The customers were selected at random for this programBenefits of the current program are; no blackout dates - customer can utilize earned Orbucks are available to use immediately; Orbucks earned through Orbitz Rewards do not expire; they can be combined with other discounts like Orbitz promo code, special offers, and Price Assurance Recently, Orbitz has combined the remaining programs; Price Assurance, Low Fare Promise and Low Price GuaranteeThe effective date was October 17, The re-branded program is known as Best Price Guarantee According to the terms and conditions of the policy, the price difference must include a screen shot and or reference to valid the price difference, and you must submit a claim by 11:59pm CT on the same day you booked your flight(s) on OrbitzThis is the stipulation required for flight bookings We do regret you consider this particular point of Price Assurance to be "fine print" but we do feel we make it very clear in our marketing and advertising of the stipulation regarding the timeframe Upon review of the timeframe, the ticket was booked at 12:am CT on April 6, so you had until 11:pm CT on April 6, to submit the claimAccording to the submission email, this was submitted on April 6, at 1:am CT; Orbitz was in error regarding the submission timeframe I have forwarded your complaint to the training department for coaching and trainingOur procedure was not followed, with no fault of yours, and your actions were justifiably correct I certainly do apologize, as we understand time is of great value Orbitz has credited the account with the Member Rewards points in the amount of $You will receive an additional $points upon completion of the trip per the terms and conditions of the policy If you have any additional concerns, please contact me, and I will investigate the matter further We take our customers' comments very seriously, and I thank you for your honest feedback Ms [redacted] we apologize for any misunderstanding this might have causedOrbitz hopes to have a future opportunity to serve you with your travel planning needs Sincerely, [redacted] Orbitz Customer Relations

I was trying to book a hotel in Bloomington, MN for nights starting August 22, The search turned up several hotels I've stayed at before and enjoyedthe first one showed a rate of $119, but when I tried to book it came back at $The second was a similar experience, but the price difference between Orbitz' website and actual booking was much greaterIt was a very disappointing experience to go through Orbitz they didn't have the best rates, and in fact didn't even know what the rate was! Get you deals somewhere else, they're not here

Initial Business Response / [redacted] (1000, 5, 2014/03/31) */ Dear Ms[redacted] Thank you for contacting Orbitz regarding the recent booking you attempted to complete on our website that failedOn behalf of Orbitz, I sincerely apologize for this disappointing experience While we do accept debit cards, it is more difficult to get an approval for debit cards because we can only request the information from Visa or Master card, and not directly from the bankIf a reservation is not completed, credit cards will generally hold funds on your account for 3-days, while debit cards could hold funds for up to two weeksThis is the banks policy to hold the funds, not Orbitz Orbitz cannot confirm a reservation until the airlines provides Orbitz with a confirmation numberIn your case, the prices had changed and United Airlines had not yet updated our websiteNo prices listed on our website are guaranteed until booked and confirmed by the supplierOnce a price is sold out, Orbitz can no longer honor the price that you attempted to book Regrettably, Orbitz is not in a position to issue you a refund for the difference in price for the ticket you ended up bookingAs a gesture of goodwill, Orbitz has issued you a $future travel voucher to use on your next Orbitz.com airline, 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 [email protected] reference case number [redacted] and my letter offering the $voucher in your requestOrbitz will then issue a credit to the card used for the new bookingThis offer is valid for one year from the date of this letter, until March 31, Ms[redacted] Orbitz values your patronage, and we hope to have a future opportunity to serve you with your travel planning needs Sincerely, [redacted] Orbitz Customer Relations Chicago, IL Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/04/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't accept this as a resolution because The voucher didn't work and The money may be back, but we still had to spent over $500+ out of pocket on top of what we spent because of Orbitz' little "mistake"I work very part-time and don't have the money to afford thisMy rent and other bills were completely messed up thanks to this mishap, and it was a fraudulent charge, as well as a misrepresentation of what they were actually charging me forI want some kind of compensation for this gross mistake on ORBITZ' end Final Business Response / [redacted] (4000, 9, 2014/04/09) */ Dear Ms[redacted] Thank you for your responseRegrettably, Orbitz is not in a position to offer further compensation regarding this matterWe have given this matter every consideration and at the same time, provided you detailed responses regarding itWe regret your on-going unhappiness with our serviceAs we have evidently reached an impasse, there will be no further replies forthcoming from our office regarding this issue Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

June 8, 2016Revdex.comComplaint Department – OrbitzDear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation.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.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 usSincerely, [redacted] Tier Customer Service

Initial Business Response / [redacted] (1000, 5, 2014/06/03) */ Dear Mr [redacted] The Revdex.com has shared your recent correspondence pertaining to the refund of a hotelI appreciate the opportunity to review your account and respond to your concerns From your complaint, you reserved a hotel, Hotel [redacted] Amsterdam Airport, on April 12, for an arrival on the same dateUpon arriving at the property, you were advised the hotel would not accommodate the reservationDue to the denied stay, you have asked Orbitz to refund the reservationThis, however, has not been the caseSpeaking to customer service, believing the issue would be resolvedThe matter became worseFurthermore; your perception of Orbitz has become discontented due to the service you have received Mr [redacted] I do understand your concern in this regard; you did book the hotel based on the property explanation and costs that you viewed on the website, only to be convinced that you were led by descriptions Hotel properties or representative companies provide their own content information; this includes how the property is presented along with prices and feesThe Market Manager for Orbitz works in conjunction with the local hotel to determine the best way to display the text and verbiage used on the website Ultimately, it is the hotels' decision in reference to the presentation I have reviewed the documentation; the hotel has not charged Orbitz for the stay; therefore, I can refund the reservation Orbitz will process a refund in the amount of $This was booked via PayPal, which is slightly different in a timeframe for refundsNormally, Orbitz advises a 3-5-day timeframe for the credit to appear on the statementWith PayPal, we advise a to the 10-day timeframeThis is due to the extra processing time from PayPal, not Orbitz If you do not receive the credit by June 17, 2014, please contact me, and I will investigate the matter further I thank you for bring this matter to our attentionFeedback such as yours is critical to our operational side of our business Mr [redacted] thank you for allowing me to review the situation with youWe appreciate your business, and we hope you will provide us with a future opportunity to restore your confidence in our products and services Sincerely, [redacted] Orbitz Customer Relations Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/06/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am satisfied with a refundIt is true the Orbitz business is forever tainted in my eyes and I shall not book with them in the futureI was in a foreign country and matters could have been much worse for me had I not been able to find a hotelBut I am happy the matter has been resolvedAll the best to them in there business

July 4, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O- [redacted] Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservationWe understand from Mr [redacted] complaint he is requesting a refund due to a canceled flight reservationOur records indicate that on April 9, the customer self-booked two one-way flight reservationsThe customers outbound flights were operated by [redacted] and were scheduled to depart from Louisville, KY to Sacramento, CA on September 14, The customers return flights were operated by [redacted] Airlines and were scheduled to return from Sacramento, CA to Louisville, KY on September 17, 2016.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providersAs a result, we strongly recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policies The customer booked two one-way ticket, both [redacted] Airlines and [redacted] Airlines were the merchant of records, and the companies that charged the customer’s credit cardWe hope you understand we have to abide by their rules and regulations.We can confirm Mr [redacted] contacted us on June 7, 2016, as his flights on [redacted] Airlines were changed by the airlinesAs there were no acceptable alternate flights provided by [redacted] Airlines the customer chose to cancel his flight reservation with [redacted] AirlinesDue to the lack of options available [redacted] Airlines authorized a full refund of the customers return flights.As the [redacted] flights were not canceled nor changed by the airlines the ticket remained open and able to be used and unable to be refundedBased on the fare rules the customer agreed to at the time of booking, the [redacted] tickets were non-refundable with a change penalty fee of $per passenger would be chargedIn addition, the customer would be responsible for any difference in fare.From time to time and for a variety of reasons, airlines issue schedule changesWe understand that these changes can be inconvenient, time consuming and not customer friendlyHowever, Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers [redacted] Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itineraryOrbitz has no control over when, or how often, airline initiated schedule changes occurOrbitz cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies.We sincerely regret that we are unable to offer a more satisfactory response or resolution to Mr [redacted] concernAt Orbitz we try as much as possible to provide not only excellent customer service but we also try to exceed what is expected of usHowever we know that there are some instances when policies associated with the purchases made on our website cannot allow for a resolution that is more favorable to our customersWe are not trying to discharge ourselves from any responsibility; we only want to convey that we were able to provide Mr [redacted] with the necessary information related to his flight purchase before our system asked him to complete the reservation online.We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted] Tier Customer Service

April 22, Revdex.com Complaint Department – Orbitz.com Re: Orbitz Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Orbitz regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding vacation package reservationsWe understand the customer is requesting that Orbitz changes and upgrade his flight reservations, and process a refund for the Orbitz WaiverOur records indicate on April 1, 2016, the customer booked flight and hotel vacation package reservations – itinerary [redacted] – using the self-service tool on the Orbitz websiteTravel is on [redacted] Airlines, departing May 6, 2016, from Richmond, Virginia to Montego Bay, Jamaica, returning May 10, 2016, for two passengersHotel accommodations are at the [redacted] , All Inclusive, Curio by [redacted] The Orbitz Waiver was booked in conjunction with the vacation package reservationsUpon further research, we were able to confirm that on April 5, 2016, Mr [redacted] contacted Orbitz Executive Escalations office which offered to assist Mr [redacted] with processing the changes for his flight reservations, which Mr [redacted] declinedAt that time, he was advised that the Orbitz waiver would allow him to cancel or make changes to his trip one time prior to departure and receive a refund for his hotel and that flight credit would be given as well as a refund of any change or cancelation fees that it can still be used if any changes needed to be made or if he needed to cancel for any reasonAdditionally, Mr [redacted] was advised that the airline would not allow his first outbound flight to be canceled as the type of ticket booked was a “roundtrip ticket”Any changes would require new tickets to be issued with the applicable fees and differences in airfareIf the customer does not take a portion of the ticketed flight, the airlines will automatically cancel any remaining portion of the customer’s ticketsThe Orbitz Waiver terms and conditions may be viewed at the following link: https://www.orbitz.com/g/rf/vacation-waiver-terms Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers Each airline has its own specific set of policies and procedures, as does each ticket purchased or package reserved [redacted] Airlines was the operating carrierThe change policies, fees and increases in airfare are set and collected by the airline We hope you understand we must abide by the terms and conditions set forth by travel providers such as [redacted] AirlinesWe strongly recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policies and to call us immediately if there are any discrepancies or additional questions before purchasing the itinerary It is our customers’ responsibility to review all rules and regulations prior to booking any travelOrbitz makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasingWe provide your selection details on several pages for your review including the final payment screenWhen acting as their own travel agent it is each customer’s responsibility to review the details of their itinerary prior to finalizing any reservationWe have further researched Mr [redacted] complaint and after giving the matter our full consideration we stand by our previous decision and are unable to render to Mr [redacted] request of a refund or compensationIn the event that Mr [redacted] elects to proceed with making changes to his flight reservations he may contact Orbitz customer support at 1(844) [redacted] or (312) [redacted] Our agents are available hours a day, seven days a week If you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] Tier Customer Service

Dear Mr [redacted] Thank you for your responseOn behalf of Orbitz, I apologize for your continued disappointmentAs I previously advised Orbitz is an online booking agency and we are required to follow the rules placed on a reservation by the airline and other suppliersIn this instance both TAM Airlines and Novotel Rio de Janeiro Santos Dumont have advised that they will not authorize a refund for your reservation; therefore, Orbitz is not in a position to offer a refund for the vacation packageNevertheless, while the airline portion of your reservation is non-refundable, each passenger does have the amount of their ticket use towards a future TAM Airlines flightYou do have until June 2, to rebook travel; however, you are able to travel after that dateUpon rebooking each passenger would be responsible for a $TAM Airlines change fee, plus any difference in airfareWhen you are ready to rebook please contact out Customer Service team at 1-888-656-for assistance as this cannot be done via the Orbitz siteMr [redacted] we do value you as a customer; therefore, as a gesture of sincerity for your disappointing experience we would like to offer you a $future travel voucher to be used towards your next Orbitz.com 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 [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 January 21, Again we appreciate your business and hope you will use Orbitz in the future for your travel needsSincerely, Shalon [redacted] Orbitz Customer Relations Chicago, IL

Initial Business Response / [redacted] (1000, 5, 2014/10/21) */ Dear [redacted] The Revdex.com has shared with us your recent correspondence regarding your experience with OrbitzOn behalf of my colleagues at Orbitz, I sincerely apologize for this disappointing experience It is my understanding that you waited on hold for a considerable amount of time before an agent was available to assist you Please be advised that our call volume has spiked abnormally due to a high volume of seasonal airline schedule changesAlthough we monitor our call volume continuously and do our best to staff accordingly, we find occasionally call volume exceeds our forecastWe certainly do apologize, as we understand time is of great valueI want to assure you that our entire organization is focused on meeting the expectations of our elite travelersWe know how important it is to you to be able to count on us to not only meet your expectations but to surpass them as well [redacted] we do show that a refund minus the $USD penalty for the canceled trip to Los Angeles has been processedThe refund will appear back to your card within days In the appreciation for your continued business and support, we would like to offer you a $future travel voucher towards your next 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 booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [redacted] Please reference case number [redacted] and my email 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 email, until October 21, [redacted] we appreciate your business and we hope you will provide us with a future opportunity to fully restore your confidence in our products and services Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

I was trying to purchase a ticket for my mother and I received the worst customer service ever from "Chelle" in the Sales Department! She literally, made me feel that I was incompetent because I wanted clarity Even though my ticket was an amazing price, the overall experience was ruined by her horrid attitude! I even stated to her that since it seemed that my questions and need of assistance seemed to bother her to transfer me to the her team lead and/or supervisor and I got a complete run around! I am considering canceling the ticket and going through one of the other sites that offered the same ticket for the same price just because of the lack of customer service which is very un-personable and not appreciated! With people providing customer service like "Chelle" it makes sense that everything is becoming automated and online based, if anyone ever asks me about using a third party for flights, hotels etc I will N-E-V-E-R recommed Orbitz​!!!

I am writing in regards to my all inclusive trip to Cancun from December 30th, to January 2nd, My record locator is PBORB-424-687-I had decided to save up all year and make a fun trip for my mom’s BirthdayI looked at Orbitz reviews and identified a well-reviewed and well represented hotel – Grand Oasis Sens in CancunBecause of New Year Holiday it was an expensive reservation for a resort but I thought it would be well worth because it was a surprise trip for my momThe total cost of my hotel was $1,plus the shuttle fees We arrived at Grand Oasis Sens and I presented my information to the reception deskAfter a flurry of discussion among them in Spanish (which I do not understand), I was informed that they don’t have rooms with the ocean front view and a terrace as Orbitz had promised to meBetter yet, I was told that such rooms with queen size beds do not exist at this particular hotel I was shocked because I confirmed it with Orbitz before my departure and paid an upgrade fee for the room with the ocean view We had no choice but to accept a different roomI was stunned and embarrassed when I walked in the room with my momIt certainly was a surprise but not a good one The room smelled like mold and had mold on the ceiling, there was water on the floor in the bathroom nest to a nasty drain, the bath was rusty and it seemed that entire room was supposed to be remodeled At the lobby desk I was explained that they don’t have any other rooms available and we should address it with OrbitzWhen I called Orbitz, I have been referred back to the Hotel managementNeedless to say, to address anything with the hotel staff was impossible, nobody ever picked up the phone when we tried to call the lobby deskWe asked for the ironing board for three days but never received itFinally, when we were getting ready for New Year’s celebration, the lights went out and we were sitting in a darkAgain, our call to the lobby desk went unansweredAn electrician showed up shortly after we went to the lobby and addressed our problem in personTo make a long story short, we celebrated New Year in the dark room and only after midnight the light was fixedWe had to sleep with one of the lights on and were instructed not to use some of the electrical plugsOnly the following day the lights were fully fixed This was supposed to be an all-inclusive trip, however we were not able to reserve even one out of eight restaurants during our entire stay whether we tried to do that in the morning or evening! It is my understanding that the Hotel is under reconstructionIt was overbooked during Holiday season and we were placed into the room that wasn’t ready to accommodate any guestsI made several calls to Orbitz representatives starting on 01/01/when I spoke with Bries, 01/04/when I spoke with Truddy, 01/06/I spoke with Erina, 01/19/when I spoke with Jefferson and was transferred to his manager OriEach time I was promised a call back with an updateThat never occurredFinally I called 01/29/with a final attempt before I file this complaint and spoke with Yael and her supervisor Toni, who once again was not helpfulEach staff member agreed that I am entitled to a full refund of $1,689.60, however there were never any of my complaints noted and each time I had to tell them the entire story over againThen, with a nasty attitude I was told that Orbitz will refund me the money as soon as they get a hold of the hotel and receive their refundSince it has not happened since I started my calls on 1/01/I gave up on spending my time on calls being placed on hold with OrbitzAt this point I’m ready to file a formal complaint or file a claim at small claim court to recover the expenses for overpriced trip and services not deliveredI do have pictures supporting my claim and am able to provide them if endedI strongly believe that it is Orbitz’s responsibility to check on the quality of the services and rooms to make sure that the customers get what they paid forBetter yet, since my credit card was charged by Orbitz, I am expecting a refund from them regardless of what the outcome is between Orbitz and the hotel

October 9, Revdex.com E.com - [redacted] Complaint Department Re: [redacted] Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact [redacted] 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 [redacted] Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you [redacted] ***is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a cancellation request Our records reflect on September 18, you accessed Orbitz and self-booked itinerary # [redacted] for a stay at Villa #2, Studio in Fort Lauderdale, Fl to check in November 5, and check out November 9, This is a Hotel Collect property which is independently operated by a property management and reservations manager Orbitz serves only as a third party booking intermediary and does not own or operate any travel related services As such we must abide by the terms and conditions set by the vendors who utilize our website to offer their services The Villa #2, while offering bookings on Orbitz, manages their own bookings, and as the merchant of record, places all charges on the customer’s credit card They require that the customer work with their designated resort manager for any changes or cancellations Orbitz can only provide the contact information, which is also available on the itinerary To cancel and receive any refund, the customer will need to make contact as follows, which is the requirement of the property: Hotel ID [redacted] Alternate Reservation Manager Phone: [redacted] @hotmail.com Gustavo Linares - Reservation Manager Booking ID: [redacted] Hotel Confirmation ID: [redacted] The customer will need to make contact with the Reservations Manager as Orbitz has no ability to cancel or refund this reservation 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, [redacted] Tier Corporate Customer Service

August 9, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted] Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from Annie [redacted] (Revdex.com case number [redacted] ) regarding a flight reservationWe understand from Ms [redacted] complaint she is requesting a new ticket to be issued at the rate at which it was booked.Our records indicate on June 25, the customer self-booked a round trip flight for one travelerThe flight reservation was operated by [redacted] Airlines, with flights departing on August 30, from Nanjing to Los Angeles, CA on January 31, 2017.On June 25, [redacted] Airlines notified Orbitz that the customer’s credit card information was not accepted therefore we reached out to the customer for a different form of paymentDue to the customer not providing that information we were unable to issue the customers ticketsOur records reflect multiple calls being made into customer service by Ms [redacted] in regards to her flight ticketsOn July 5, the customer contacted our customer service in regards to assistance issuing her ticketsPer documentation the agent offered to honor the original rate by having Orbitz cover the difference in rate and book a new reservation for the customer which included one stopThe customer declined this offer.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providersWe utilize a real-time airline reservations database that contains current ticket prices and availabilityThe database is updated regularly as fares change and seats are soldIn addition, the airline limits the number of seats available for discounted fares; as the discounted seats sell out fast, those airfares are no longer availableConsequently, it is possible that a specific fare that is available when customers book their reservations will no longer be available when it comes to ticketing the reservationAirfares are subject to change until the tickets and the reservation is confirmedOrbitz is unable to change or alter the fares provided by the airlines therefore we are unable to book Ms [redacted] ticket at the rate originally quoted.When finalizing a reservation on Orbitz.com, the user agrees to the specific rules and restrictions provided during the booking sessionAs set forth in the Orbitz Terms of Use:SUPPLIER RULES AND RESTRICTIONS:Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you selectPlease read these additional terms and conditions carefullyIn particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s websiteYou agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or servicesAirfare is only guaranteed once the purchase has been completed and the tickets have been issuedAirlines and other travel suppliers may change their prices without noticeWe reserve the right to cancel your booking if full payment is not received in a timely fashion.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 usSincerely, [redacted] Tier Customer Service