Orbitz

Dear ***,
11pt;">
The Revdex.com has shared your recent correspondence pertaining to the terms and conditions on what type of bookings are eligible to redeem your Orbucks towards. I appreciate the opportunity to review your account and respond to your concerns
At Orbitz, we do offer our Orbitz Rewards program so that customers can Orbucks on many different booking options via our website. However, Orbucks can only be redeemed towards prepaid hotel bookings reserved via our website. Orbucks can be earned while booking a flight or package including flights, but they can only be redeemed towards a qualifying prepaid hotel bookingI have provided the terms and conditions below for your review
Redeeming Orbucks
Orbucks earned on a hotel booking may be used towards any Redeemable Hotel bookingOrbucks earned on a flight or flight-inclusive package booking may be used towards any Redeemable Hotel booking with a chedate (a) hours after you booked the flight or flight-inclusive package on which the Orbucks were earned, or (b) on the departure date of the flight or flight-inclusive package booking, whichever is earlierIf you attempt to use Orbucks on a Redeemable Hotel booking that does not meet the foregoing conditions, You may not be able to apply some or all of Your Orbucks to that Redeemable Hotel booking Redeemable Hotels are designated in hotel search results by an "Orbucks applied” message for that hotel When booking a Redeemable Hotel, You will have the option to use all Your Orbucks to pay for part or all of the booking (if Your Orbucks balance is greater than amount due)If You choose to use Your Orbucks, we will subtract the amount of the Orbucks you are redeeming from the total amount due for Your booking If You choose not to use Your Orbucks, they will remain in Your account for future use, subject to any expiration Orbucks with the earliest expiration date will be redeemed first ***, we certainly regret any disappointment, but we are only able to offer Orbuck redemptions towards a qualifying hotel only booking. We do appreciate your business, and hope that we have a future opportunity to serve you
Sincerely,
*** ***
Orbitz Customer Relations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** ***

May 4,
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 billing issues.
Our records show on April 5, 2017, Mr* ** self-booked two Orbitz.com hotel reservations, itinerary #*** with two rooms and itinerary #*** with one roomWe understand from the customer’s complaint, she booked each reservation using a 15% off promotion but it was not applied correctly to both of the booking and is requesting a price adjustment for the reservations
Upon researching the customer’s complaint, we can confirm on April 8, 2017, when Mr* ** brought this matter to our attention via an email correspondence, the customer was informed a 15% discount was applied to the first two rooms booked within itinerary #***Mr* ** was advised that based on the terms and condition of the promotion, the discount could only be used twice, therefore it was not applied to the third room booking
Orbitz’s goal is to provide an exceptional customer experience, as a one-time courtesy, a refund in the amount of $was processed to the form of payment on file as a 15% discount on itinerary #***Keep in mind, future reservations that Mr* ** books using a promotion must abide by its terms and condition as no compensation would be provided if the rules do not apply to a bookingAs the issue has been resolved to the customer 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Dear ***,
The Revdex.com
has shared your recent correspondence pertaining to you being denied boarding on the return portion of your ticket due to your full name not appearing on the ticket. On behalf of Orbitz, I apologize for this disappointing experience, and I appreciate the opportunity to review your account and respond to your concerns Please know that the full name of each passenger is listed in the security information; however, it is not required that the middle name be issued on all tickets. There are limitations on the number of characters that can be added to the name on a ticket, and it does depend on each persons’ flight and passport information ***, we certainly apologize for the problems you encountered with your return flight. Due to the issues you encountered, we will process a full refund in the amount of $1,USD back to your *** card ending in ***. Please allow to business days for the refund to process. However, we are unable to grant your request for a refund of the return portion of the original ticket reserved
***, thank you again for the opportunity to address your concerns. We do appreciate your business, and hope that we have a future opportunity to serve you Sincerely,
*** ***
Orbitz Customer Relations
Tell us why here

Complaint: ***
I am rejecting this response because: When we called Orbitz Customer Service, they refused to help us with this matter and only offered hotels costing hundreds of dollars more Orbitz did not wish to help with this situation and left us without a place to stayOffering more expensive options is a fraud tactic on the part of Orbitz Why would they not offer us a hotel in our price range? And the response to the Revdex.com is only a pro forma response.I do not accept the response of Orbitz as they did nothing to assist in this situation Any potential Orbitz customer shoukd beware before making a booking as Orbitz does not honor their hotel confirmations.
Sincerely,
*** *** ***

Dear *** The Revdex.com has shared with us your correspondence regarding your recent Orbitz experienceIt is my understanding you are upset with the service you received when contacted Orbitz regarding a name correctionI 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 Each airline provides Orbitz with their own set of rules regarding name corrections, including if they are allowed and if they charge a fee for the correctionIn this case, *** Airlines has stated name corrections are not allowed if there is another carrier on the ticketUnfortunately, as *** Airlines was also on the reservation, *** Airlines would not allow Orbitz to process a name correction to your reservation ***, it is the responsibility of the Orbitz member or the person using the account on the member’s behalf to confirm all travel specifications before completing the booking process. Orbitz is explicit in the importance of reconfirming the traveler and itinerary selections. Throughout the booking process and prior to the final selection, the website recaps the selections made by the member. The traveler name is highlighted above the purchase button on the final ‘Review and purchase’ page Please know per the fare rules placed on your ticket by *** Airlines the reservation is non-refundable; therefore, Orbitz is not in a position to process a refund for your reservation. Nevertheless, we do value you as a customer, and as a gesture of sincerity for your disappointing experience we would like to offer you a $future travel *** to be used towards 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 March 5, ***, 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

Dear Ms***, The Revdex.com has shared with us your correspondence regarding your recent experience with OrbitzIt is my understanding you state when you canceled your reservation to *** you were advised that you would receive a refund for the reservation; however, you
have since learned that the reservation was non-refundable at the time of the cancellation On behalf of Orbitz, I would like to apologize for any frustration this has caused you As a travel agency, airlines do give us the option to void a nonrefundable ticket within a specific time period so if there are errors madeThis is a courtesy that we make available to our customersHowever, the time period is very strict, and once the time has passed, we would no longer be able to offer this servicePlease know *** Airlines does allow us to courtesy cancel a reservation up until 10pm CST the day after booking; therefore, you would have had to cancel your reservation by 10pm CST on January 13, to qualify Ms***, after further review of your reservation we show that the tickets were canceled at 10:18pm CST on January 13, 2016, which is after the courtesy cancellation timeframeFurthermore, at the time of cancellation the website would have advised that the reservation was non-refundable and while you would not receive a refund to your credit card each passenger would have the amount of their ticket to use towards a future *** Airlines flightUnfortunately, as your reservation was not cancelled within the courtesy cancellation time period, Orbitz would not be in a position to process a refund for the ticket 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, 2015/06/08) */
Dear Ms***
The Revdex.com has shared your recent correspondence pertaining to your disappointment with our handling of the airline imposed schedule change that occurred on your flightOn behalf of Orbitz, I apologize
for the inconvenience you have encountered, and appreciate the opportunity to review your account and respond to your concerns
At Orbitz, we certainly understand the frustration that an airline imposed schedule change can cause; however, these changes are made by the airlines directly, and is advised in the airlines "Contract of Carriage" that was agreed to at the time of bookingWhen a change occurs, we make every effort to accommodate our customers to their satisfactionWe certainly regret the information provided to you by the British Airlines agent, but schedule changes are not in the control of Orbitz, and as a travel agency, we must abide by the airlines rules when re-accommodating a customer
Ms*** upon reviewing your account, I do show the airline imposed schedule change that occurred on American Airlines flight 5040, which caused the misconnection on your return flightWe certainly apologize if the notification regarding this change was not receivedWhen you contacted our office, we contacted the airline on your behalf for the best flight options available, but there are limits on what the airlines will allow due to these changesWe are unable to grant your compensation request; however, as a gesture of our sincerity, Orbitz would like to offer you a $USD future travel voucher on your next prepaid Orbitz.com airline, hotel or vacation package 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 *** 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 until June 8,
Ms*** thank you for the opportunity to address your concernsWe do appreciate your business, and hope that we have a future opportunity to serve you
Sincerely,
Charlotte ***
Orbitz Customer Relations
Initial Consumer Rebuttal /* (2000, 7, 2015/06/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept it because I understand the complications of airlines but think Orbitz still massively dropped the ball in their communication in at least three ways (didn't inform me in the first case, sent me on a wild goose chase that wasted hours of my time in the second case and then provided misinformation about one of our return flights)

November 19,
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 refund request.
Our records show on October 19, 2016, Ms*** self-booked an Orbitz.com shuttle reservation via booking number *** in the amount of $We understand from Ms*** complaint, the transport service was not provided by the vendor and is requesting a refund
Upon researching the customer’s complaint, we can confirm on November 15, 2016, when Ms*** brought this matter to our attention via email correspondence, a refund in the amount of $was processed back to the original form of payment
Orbitz’s goal is to provide an exceptional customer experienceWe do regret any inconvenience she encountered in resolving this matterAs refund has been given to the customer and the issue has been resolved to Ms*** 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,
Angel Anderson
Tier Customer Service

Revdex.comComplaint Department - Orbitz Dear Revdex.com, Thank you for taking the time to contact Orbitzregarding 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 *** W *** (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 usSincerely, Tier Customer Service

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

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

Initial Business Response /* (1000, 5, 2015/06/08) */
Dear Ms***
The Revdex.com has shared your recent correspondence pertaining to your disappointment with our handling of the airline imposed schedule change that occurred on your flightOn behalf of Orbitz, I apologize for the
inconvenience you have encountered, and appreciate the opportunity to review your account and respond to your concerns
At Orbitz, we certainly understand the frustration that an airline imposed schedule change can cause; however, these changes are made by the airlines directly, and is advised in the airlines "Contract of Carriage" that was agreed to at the time of bookingWhen a change occurs, we make every effort to accommodate our customers to their satisfactionWe certainly regret the information provided to you by the British Airlines agent, but schedule changes are not in the control of Orbitz, and as a travel agency, we must abide by the airlines rules when re-accommodating a customer
Ms*** upon reviewing your account, I do show the airline imposed schedule change that occurred on American Airlines flight 5040, which caused the misconnection on your return flightWe certainly apologize if the notification regarding this change was not receivedWhen you contacted our office, we contacted the airline on your behalf for the best flight options available, but there are limits on what the airlines will allow due to these changesWe are unable to grant your compensation request; however, as a gesture of our sincerity, Orbitz would like to offer you a $USD future travel voucher on your next prepaid Orbitz.com airline, hotel or vacation package 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 *** 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 until June 8,
Ms*** thank you for the opportunity to address your concernsWe do appreciate your business, and hope that we have a future opportunity to serve you
Sincerely,
Charlotte ***
Orbitz Customer Relations
Initial Consumer Rebuttal /* (2000, 7, 2015/06/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept it because I understand the complications of airlines but think Orbitz still massively dropped the ball in their communication in at least three ways (didn't inform me in the first case, sent me on a wild goose chase that wasted hours of my time in the second case and then provided misinformation about one of our return flights)

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 have received the two refunds today Thank you
Sincerely,
*** ***

Dear *** *** The Revdex.com has shared with us your recent
correspondence regarding your experience with OrbitzIt is my understanding
that you are inquiring about the refund for your canceled stay at the *** *** *** *** - Altamonte SpringsI appreciate the
opportunity to review
your account and respond to your concernsOn behalf of Orbitz, I would like to apologize for any
inconvenience this has caused youAfter further review of your reservation we do show on
October 24, when the reservation was originally canceled a refund instead
of the full amount of $being refunded only the amount of $was
processed for a refund to your *** *ard ending in *** Please know we have
processed a refund for the remaining amount, $49.50, which will appear back to
the card within to business days*** *** while we do regret your disappointment, Orbitz
is not in a position to process a refund for the overdraft fees you incurred
Nevertheless, we would like to offer you a $future travel voucher to be used
on 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 *** 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 November 4, *** *** we appreciate your
business, and hope you will continue to use Orbitz in the future with your
travel needsSincerely, *** ***Orbitz Customer RelationsChicago, IL

Dear
Mr*** The RevDex.com has shared your recent correspondence pertaining to your hotel refund. I have reviewed
your reservation history to better understand the nature of your
concerns. You had a reservation at the Holiday
Inn
Express & Suites Byron that you had booked for the wrong dates; the booking was nonrefundable. Nevertheless, I contacted
the hotel on your behalf and the Holiday Inn Express & Suites Bryon will
allow a refund for the full amount of $ 396.64. Please
allow to business days for the refund to process.Mr*** thank you for bringing this matter to our
attention. We value your business, and hope you will provide us with a
future opportunity to restore your confidence in our products and services.Sincerely, Luisa
*** Orbitz
Customer Relations Chicago,
IL

Dea* ***The RevDex.com has shared your recent correspondence with Orbitz so that we
may assist you furtherIt is my understanding that you booked hotel
reservation, but it was for the incorrect datesI appreciate the opportunity
to review and respond to you.After
reviewing
your account and speaking with you on the phone, please know I have spoken with
the hotel on your behalfUnfortunately, they are unable to change the dates on
the reservation you already haveHowever, if you
book a new reservation for the correct dates; they will allow the old one to be
refundedOnce the new reservation is made, please let me know, and I will get
the old one refundedIt usually takes to business days for the refund to
post to the account.*** 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 future.Sincerely,*** ***Orbitz Customer
RelationsChicago, IL

April 7, Revdex.com Chicago and Norther Illinois Complaint 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 *** ** *** (Revdex.com case number ***) regarding a hotelWe understand *** ** *** is requesting a refund.Our records show that on September 21, *** ** ***, or a person authorized for her account, reserved through the Orbitz mobile site for a pay later hotel reservation for a Room, King Bed, Jetted Tub, View for one night with the Marriott Niagara Falls *** Hotel & SpaThe hotel and rate selected by the customer was reservation which was to be billed directly by the hotel, with the hotel’s room rate and estimated taxes showing as C$306.04.The hotels cancelation and change policy, which was provided at the time of booking advised:Cancellations or changes made after 12:AM local hotel time, Thursday, September 28, or no-shows are subject to a hotel fee equal to 100% of the total amount paid for the reservation.Our notes indicate that we received a call on February 13, requesting a refund of the reservationWe contacted the hotel to advocate for our customerThey advised that they charged an amount of C$291.42, and that no refund would be offered.We were advised by the caller that they previously called on October 1, 2017, that a call was made to the hotel, the hotel had agreed not to charge the amount due, and they did receive a charge on their credit card from the hotel. We did not have a record of the previous callHowever, regarding the billing, the hotel was billing the charges and was the correct entity to call regarding requests or inquiries on billing, not OrbitzOrbitz would be unable to reimburse charges based on any misadvise that may or may not have been provided by the hotel, or for charges and fees charged for the reservation booked. As of October 1, 2017, the reservation would not have had the option to cancel, as it would have already been in progress; and, had the customer been requesting to have a room for October 2, 2017, for the charges that had already been processed for the stay booked for October 1, 2018, or was requesting a refund, calls should have been directed to the hotel. 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,*** ***Corporate Customer Service

Initial Business Response /* (1000, 5, 2014/07/14) */
Dear Ms.***
The Revdex.com has shared with us your correspondence regarding your recent experience with OrbitzI understand you would like to cancel your Orbitz.com accountI appreciate the opportunity to respond to
your concerns
On your behalf, I apologize for any frustration this has caused
Please know, per your request, I have canceled your account under e-mail address *** If you wish to have your account reactivated in the future, please call our Customer Service Department at X-XXX-XXX-XXXX
Orbitz hopes to have a future opportunity to serve you with your travel planning needs
Sincerely,
***
Orbitz Customer Relations
Chicago, IL