Orbitz

Initial Business Response /* (1000, 5, 2014/11/17) */
Dear Mr***
The Revdex.com has shared your recent correspondence pertaining to the schedule change that Frontier Airlines recently initiated on your trip to San JoseI appreciate the opportunity to review your account
and respond to your concerns
It is my understanding that Frontier has discontinued flights into San Jose, Costa RicaYou were concerned about having to make new arrangements that were more costlyOn behalf of Orbitz, I would like to apologize for this inconvenience
Mr*** please be assured that we understand your concerns; however, as a travel agency, Orbitz is required to follow all airline rules and restrictionsWhen an airline makes a change to your schedule, they do have guidelines on accommodating or refunding a customer due to the changeWhen the most-recent change occurred on November 14th, Orbitz was in communication with you and the airlineThe available options available for adjusting the flights or refunding due to the airline imposed change were givenWhile I recognize your disappointment and regret any inconvenience this may have caused, the airlines reserve the right to change their schedules at any time, with or without noticeDuring the booking process, Orbitz presents and customers must agree to the airline fare rules and Ticket Terms and ConditionsI have copied a portion of the terms below:
Air transportation, whether it is domestic or international (including domestic portions of international journeys), is subject to the individual terms of the transporting air carriers, which are herein incorporated by reference and made part of the contract of carriageTimes shown in timetables or elsewhere are not guaranteed and form no part of this contractCarrier may without notice substitute alternate carriers or aircraft, and may alter or omit stopping places shown on the ticket in case of necessitySchedules are subject to change without notice
Mr*** please understand your schedule change was initiated by Frontier Airlines, and they reserve the right to change their flight schedules at any timeWhile I understand this has caused an inconvenience, Frontier has processed a refund of your original ticketsRegrettably, Orbitz is not in a position to offer additional compensationWe appreciate your businessWe hope that we will have the opportunity to serve your travel needs in the future
Sincerely,
***
Orbitz Customer Relations

At 12/06/I bought my overseas flight ticket from Orbitz.com for an amount of $2,The company was advertising the sale as "Best Price Guarantee" After buying the ticket, I found the same flight with the same airline and time at another website $cheaperI read the companies "Best Price Guarantee" policy and I applied for a claim to redeem the difference for a price matchAll communications with Orbiz customer service are made via e-mail and one time on the phoneThey came with following excuses in order not to pay the amount of $- The screen shot I submitted from the other website which shows cheaper fare is not matching to their policyHowever I had submitted in "PNG" format which was written in their policy When I wanted to send the same screen shot via e-mail, their e-mail bounced back to meBut they received the same screen shot in pdf format via e-mail at my second attempt Also I opened second claim by adding the same screen in JPEG format , which is described as per their policyThe statement for a reason to decline my claim was not true- I got declined again stating the cheaper price I was mentioning is not available when they completed their researchThis statement was not true as it was still available when I received the rejection e-mailI informed them that this statement is not true as well- I called customer service and I was tried to be declined with different reasonsFirst I was told the competitor (***) is not US based company and therefore I cannot get the refundAgain this statement was not true, because Orbitz had approved my best price match claim for my previous flight I did weeks ago from ***The flight destination and airline was again the same- After the above statement is clear, they gave another reason on the phone stating the cancelation policy of *** is not the same with orbitz.comIt should be the same to compare both companies After this so many excuses , I decided to cancel my ticket from Orbitz and buy from the cheaper websiteWhen I was doing the process, I received another e-mail from their customer service stating they approved my $refund claimThis company does not apply Best Price Guarantee to their product as advertised and they cause difficulty to their customer not to pay the differenceIf a customer finds a cheaper booking as per their policy, they are forcing them to fightIn this particularly experience finally they accepted their responsibility to pay the refund amountHowever as a customer it was already late for me since I had canceled my purchaseI am requesting from Revdex.com and other legal authorities to enforce Orbitz to treat their customer fairly so that its rules& policies can be applied properly If the company cannot apply these rules,it should not be allowed to continue " Best Price Guarantee" advertisement program

Initial Business Response /* (1000, 5, 2014/03/13) */
Dear Mr.***
The Revdex.com has shared your recent correspondence pertaining to your request for a refund of Orbitz locator PBORBXXXXXXXXXXI appreciate the opportunity to review your account and respond to your
concerns
At Orbitz, we take many steps to ensure the accuracy of our website, and the information accessed and given by our agentsEach time an agent accesses a customer's record, our system will automatically capture the agents' name, location, the date and time that the account was initially accessed, the time and date when any modifications are made, and the IP addressWe also capture which booking the agent accesses, and the commands made during the session
Mr.*** I have thoroughly reviewed your account, and we do not show that an agent accessed your booking until October 10, We do understand that our contact number was dialed, but we do not show that an agent ever accessed your recordIf the booking had been canceled during the courtesy cancellation period, you would have received a refund of the booking within days after the cancellation, and the reservation would have shown under your canceled trips
Mr.*** I wish that I could offer you a more favorable response, but Orbitz does not hold the funds for the airline ticket reserved, and we are unable to offer a refund of the tickets confirmed
Sincerely,
*** ***
Orbitz Customer Relations
Final Consumer Response /* (3000, 7, 2014/03/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please see reply in attached PDFLack of evidence of an agent accessing my booking is an Orbitz CRM / Systems problem and/or call center employee failureI've provided adequate proof
Final Business Response /* (4000, 9, 2014/03/14) */
Dear Mr.***
Thank you for your follreply, and I appreciate the opportunity to address your continued concerns
Please know that I have thoroughly reviewed your account, and our phone log historyWe do recognize that you dialed our phone number on April 30, 2013; however, our records show that one of our Service Center agents did not access your record on that dateThere was no customer contact generated access to your account until October 10,
Mr.*** your reservation was showing as confirmed in your account, and there was no refund processedWe were not contacted at any time during these months inquiring about not receiving a refund for your tickets, and flight notifications were still being forwardedAs a travel agency, Orbitz does not hold the funds for the tickets reserved, and we are not authorized to offer a refund of the booking
Sincerely,
*** ***
Orbitz Customer Relations
Consumer Response /* (-5, 13, 2014/03/28) */
I ask Orbitz to supply evidence as I haveI request submission of telecom records that show all calls by date, time, and incoming telephone number between 11:45am and 12:05pm PST on April 30th of The call was made to***
This will provide evidence of my call to Orbitz where the refund was requested and approved
I also ask Orbitz to provide records of customer service tool uptime records month by month from January to January These records will demonstrate that not all calls are recorded in CRM systems at Orbitz as the customer service dept has claimed
Consumer Response /* (-5, 14, 2014/03/31) */
I continue to reject Orbitz denial of contact by me for a refund on 30-AprilI ask in reply that Orbitz supplies telecom records at the trunk level from 11:45am to 12:05pm PSFT on 30-April-
The records should show inbound calls to*** which is the number I called to request the refund
I also challenge Orbitz assertion that its CRM system logs all calls successfully from end consumersI ask that Orbitz from uptime statistics for its CRM systems by month for calendar year This will show that the CRM systems are not up 100% of the time and do not capture all consumer calls
Consumer Response /* (3000, 16, 2014/04/07) */
I ask Orbitz to supply evidence as I haveI request submission of telecom records that show all calls by date, time, and incoming telephone number between 11:45am and 12:05pm PST on April 30th of The call was made to***
This will provide evidence of my call to Orbitz where the refund was requested and approved
I also ask Orbitz to provide records of customer service tool uptime records month by month from January to January These records will demonstrate that not all calls are recorded in CRM systems at Orbitz as the customer service dept has claimed
I continue to reject Orbitz denial of contact by me for a refund on 30-AprilI ask in reply that Orbitz supplies telecom records at the trunk level from 11:45am to 12:05pm PSFT on 30-April-
The records should show inbound calls to*** which is the number I called to request the refund
I also challenge Orbitz assertion that its CRM system logs all calls successfully from end consumersI ask that Orbitz from uptime statistics for its CRM systems by month for calendar year This will show that the CRM systems are not up 100% of the time and do not capture all consumer calls
Business Response /* (4000, 18, 2014/04/16) */
Dear Mr.***
Thank you for your follresponse, and I appreciate the opportunity to address your concerns
Please know that the information automatically documented in a record each time it is accessed by an agent is not associated with call recordingsThe information documented in each record includes the time, date, agent name, agent location, agent activity, and their IP addressMy information is also shown in your record even though we have not spoken on the telephone, but I have accessed your account each time to respond to your concernsAs our IP addresses are included in this information, this is not information that I can forward for your review
Mr.*** we certainly regret any confusion, but your reservation has been thoroughly reviewed, and we do not show that an agent ever accessed this reservation to process a cancellationOur systems show that your reservation was not accessed until October 10, 2013, which was the date of your departureI wish that I could offer you a more favorable response, but Orbitz does not hold the funds for the ticket reserved, and we are required to follow all airline rules and restrictions
Sincerely,
***
Orbitz Customer Relations

Complaint: ***
I am rejecting this response because:its not a matter of being competitive , if I am using the orbitz app and at the same EXACT time im on their website the prices should be the same yes or no????? secondly no one from orbitz even called me which is just another example of their poor customer service 3rd no where in their response do they talk about the agent who did nothing but lie on the phone 4th I submitted price adjustments for all of my rooms and several got rejected and I was using my 1st booked room bought on the orbitz site and they said I cant use it so I would like a phone call
Sincerely,
*** ***

August 10, 2017Revdex.comChicago & NIllinoisComplaint DepartmentRe: Orbitz Case: ***Dear Revdex.comThank you for forwarding the Revdex.com consumer rebuttal from We regret to hear Mr*** did not accept our responseOn August 10, 2017, our office contacted *** *** Airlines ON Mr*** behalf to reconfirm their policy as it relates to name changesWe asked that they pull up the ticket on their endWe informed the representative that only the last letter of one of the passenger’s first name needed to be changedWe requested authorization to correct the nameRegrettably our request was deniedAgain, 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

Dear Mr*** Thank you for your follresponse, and I appreciate the opportunity to address your continued concerns Please know that certain tickets carry a fee ranging from $to $25.00, per airline ticket, in your case the fee is $21.99, per airline ticketDuring the booking process you accepted the terms and conditions to your booking that included information about the fees. I apologize for any inconvenience this may have caused. Mr*** we understand this is not the reply you were hoping for, but we are unable to grant your refund request. Thank you again for the opportunity to address your concerns Sincerely, *** *** Orbitz Customer Relations Chicago, IL

Complaint: ***
I am rejecting this response because: 1, no solution yetI feel I am treated by Orbitz very unprofessionally.I am fed up with unprofessional customer service from Orbitz, just a few examples:(1) I got an email from Orbitz asking to call them immediately to cancel the flightWhen I called, the representative act like receiving a new call, put me on hold so that they can talk to airlineRight back the square one(2) Orbitz representative promised me that my flight is canceled, and I will receive an emailSo far, hours passes, I have not received any email to confirm the flight cancellationI don't know the status of my flight at all.To the end, Orbitz only sent email to Revdex.com in nice wording, but solving no issue for customer
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
iam rejecting the response because I was not responsible for the cancellation of this reservationI have now contacted every possible way to receive my money back or receiving the service for what I am obligated to pay forIt is despicable for a business to be fully aware that a consumer is paying $in full when they are being forced to not receive the service. I contacted orbitz seconds after the incorrect reservation was madeIt was done by mistake and both orbitz and the hotel are aware of such error and yet are enforcing the consumer to pay in full for a service that they are not allowed to receiveI will do everything on my power to be treated fairlyI have contacted my credit card company, Revdex.com and the news about how abusive this is to me and how u fair this situation has been for months. I demand the refund or the reinstatement of something I’ve paid in full for or I will continue to pursue. I have been a loyal customer for orbitz for over a decade and I have never been more abused and taken advantage of before by any companyI will expose you and your company on behaviors like thisI will also email your CEO as your company is publicI will not give up on my rights as a consumerI will not give you $for absolutely nothingThat’s an acceptable way to rob someone because you are using a policy to defend a crimeI will never be okay with thisI want a full refund, or I will place this matter in front of a fair judge and the newsI deserve to be treated with more respect and fairness

May 11,
Revdex.com
Complaint Department - Orbitz
Re: Orbitz Case #: ***
Dear Revdex.com,
Thank you for forwarding the Revdex.com consumer rebuttal from *** ** (Revdex.com complaint #***.) We regret to hear Mr*** did not accept our response and/or resolution offered
Orbitz’s goal is to provide an exceptional customer service experienceOrbitz does not assume or imply that any of our customers is acting in a way to deceive or steal from our companyWe only reinstate the information found in our research and our goal is to make sure all of our customers are aware of the terms and conditions related to any of the services or promotions offered on our website, so that in the **ture, it can avoid any inconvenience or poor service
We do apologize if our previous response was perceived by Mr** as rude or disrespect**lIf in the **ture if the customer encountered a similar issue, Mr** is always welcome to contact our customer support line and request a corporate customer support supervisor so that we can happily resolve any issues as quick as possible
Again, thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any **rther questions or concerns regarding this matter, please feel free to contact us
Sincerely,
*** ***
Corporate Customer Service

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***This is the same response from the first time and it is unsatisfactory! I am aware of the policy and I could have copied and paste it myself on hereWhat is upsetting me even more is that you have yet to address the poor customer service and lack of knowledge of a service in which you offerThe fact that is a 3rd party service is of no care to me for the customer should not be the one to have to deal with the issue, that would be between the company and insurance companyYes, I am seeking a full refund because I DO NOT wish to book a flight with your company again! The insurance company is clear of their responsibility on the return portion of the policyPer my contract, it clearly states that Orbitz will absorb the $change fee, so why not just absorb your fee and issue me the refund of my ticketThis is becoming ridiculous! I don’t need any apologies for the lack of competence that you and your people have displayed on this matter, I just want the company to take their lost that they have to take anyway per the policy and give me my refund so I can go about my business and never have to deal with Orbitz again!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is half satisfactory to me but I feel I don't have a choice but to accept the responseEven though I was given multiple givings of wrong information they are still not willing to cancel my flightThe only reprive they want to offer me is to change my flight and provide the change fees for freeThey also state they could not reach me to cancel my flight but that is not accurateCanceling the flight was never an option provided to meThey want me to rebook my flight in which I told them I would have to do research for obvious reason for location and dates and get back to them and I believe that is what she is referring to when she says she could not reach me to cancel my flight
So that sentence in their email is misstated and I would like that to be corrected
Sincerely,
*** ***

November 24,
0in 0in 0pt">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 best price guarantee refund request.
Our records show on November 2, 2016, Ms*** self-booked an Orbitz.com hotel reservation via booking number *** in the amount of $We understand from the customer’s complaint, she found a lower of $and a best price guarantee application was submittedMs*** also stated Orbitz is not complying with the best price guarantee rules and is requesting a refund of the price difference and the $Orbucks to be placed on her account
Orbitz’s goal is to provide an exceptional customer experience, as a one-time courtesy, a credit in the amount of $was processed back to the original form of payment and $Orbucks were placed on the customer’s accountWe do regret any inconvenience she has encountered in resolving this matterAs 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

Initial Business Response /* (1000, 5, 2015/08/28) */
Dear Ms***,
The Revdex.com has shared your recent correspondence pertaining to an airline booking made through our siteI appreciate the opportunity to review your account and respond to your concernsMy understanding is that
a reservation was made in your name on May 25, 2015, and
a charge to your credit card for $You are stating that you never booked this and are requesting a refund
On behalf of Orbitz, I apologize for any inconvenienceIn review of the booking, this was made through our contact center by an agentThe booking was made in your account, on your credit card, and it is for self-travelOur Customer service team has also investigated and found that there was no error made
Unfortunately, the ticket is nonrefundable, but can be exchanged for another ticket by May 25,
At that time, the airline will charge a $change fee and any additional fare difference, if applicableSince the ticket was issued by*** Airlines, and a portion of this ticket was on ***
Airlines, the fare rules determine if the ticket can be refundedSince this ticket is nonrefundable, we are
unable to waive those fare rules
Thank you for reaching out to us in this matterWe regret we are unable to offer a refund in this
situation
Sincerely,
***
Orbitz Customer Relations

Initial Business Response /* (1000, 5, 2014/12/04) */
Dear Mr.***
The Revdex.com has shared your recent correspondence pertaining to the additional charges from the *** Yacht Club and Resort on your accountI appreciate the opportunity to review your account and
respond to your concerns
It is my understanding that upon completion of your night stay at the *** Yacht Club and Resort your account was charged $per room, and you're requesting a refund of these charges
Mr.*** on your behalf I have contacted the hotel and requested an explanation for the charges of $per room as well as a refund, if applicableAfter researching your reservation with the hotel, the hotel representative advised that they will review the charges; however, the hotel is requesting a copy of your statement showing the charges made to your accountPer hotel request, please send the copy of your statement showing the charges in question to: ***
Please know that any charges to your account initiated by the *** Yacht Club and Resort must be handled directly with their accounting departmentUnfortunately, Orbitz will not be able to refund any funds that were initially charged to your account by the hotel
Mr.*** 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
Consumer Response /* (3000, 13, 2014/12/31) */
I followed the instructions as stated in my response from Revdex.com by sending an email to *** on 12/12/with copies of our statements showing the charges in questionWe have given them ample time to respond and have heard nothing as of yetNow our case is closed and nothing has been resolved
Business Response /* (4000, 15, 2015/01/08) */
Dear Mr.***
The Revdex.com has shared your recent correspondence pertaining to the additional charges on your account from the *** Yacht Club and ResortThank you for your follow up response, and I appreciate the opportunity to review your continued concerns
I have contacted the hotel and spoke with *** in regards to the email you sent to her on December *** has confirmed with me that she did not receive an email from you as of yet, and has requested that you resend the email or fax the copies of your statement to her at XXX-XXX-XXXXFurthermore, we discussed the charges on your bill you received from the hotel and *** has found that your bill reflects additional charges; however, both charges are of different amountsFor room the additional pending amount is $29.18, and for room the amount is $The copies of your statement will confirm that you were charged these amounts in question, and will better assist *** in investigating the reasons for the charges
Mr.*** I sincerely apologize for any confusion this may have caused you, and I appreciate your patience in this matterWe 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
Business Response /* (2000, 17, 2015/01/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We accept their proposed resolution to refund the extra charges as this is all we had an issue with

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

Revdex.com
Complaint Department - Orbitz
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 flight reservationsWe understand the customer is requesting a refund for his flight 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 websiteIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely,
*** ***
Tier Customer Service

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 *** Orbitz Customer Relations Chicago, IL

Complaint: ***
I am rejecting this response because:
It is a completely inadequate and dishonest response
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2014/06/12) */
Hi Mrs.***
Thank you for taking the time out to speak with me todayWe appreciate your sharing your Orbitz experience and thank you for your patience while this matter was reviewed
As we discussed, Orbitz does not
auto-correct traveler names and booking details, including insurance provisions, is able to be reviewed online during booking, prior to sending payment; as well as after booking within the Orbitz Member AccountFurther, as you know, Orbitz offers a 24Hour courtesy cancellation periodRegrettably, this option was not selected - as the names were the pressing concernHowever, as we agreed, the name problem was not an Orbitz error - but an oversight on the part of the booker
Regardless, I do understand your frustration, after contacting Orbitz and reviewing the information for Name Changes online - you found that the airlines gave conflicting info - and the only viable option was to cancel for any possible airline refund
Mrs.*** I sincerely apologize that you had such a difficult experienceOur records show that Orbitz was not contacted via phone until June 11, - after the courtesy cancellation period expiredFurther, as we discussed, the airline provided conflicting info directly to you - first stating that the correction could not be done, then after cancellation and refund request, stating that they indeed could process your requestRegrettably, Orbitz is not responsible for mis-information received directly from the airline
As we discussed, we simply have no oversight of airline service/operations or exceptionsOrbitz does not hold the funds paid for airfare, we must adhere to the airline fare rules at all times, which include any restrictions for name changesUnfortunately, in this case, via Orbitz service, the only option would be to cancel the reservation/ticketsAs you mentioned, the airline, at the time of your initial request, prohibited your name correction/changeI am truly sorry for our limitations in such matters
Please be assured, as we discussed, Orbitz has no interest in misleading customers, having difficult interactions or providing poor optionsWe do not have any control of airline determinations in any caseRegrettably, Orbitz is a "true" third party - having neither the funds paid for airfare, nor any "authority" to override the airlines written fare rules (without their expressed consent)
However, as I mentioned, we do strive for positive outcomes whenever possibleFor that reason, although the "cause" of the issue was not due to Orbitz - we made no error with your booking - as agreed I would like to offer some recompense, in lieu of the airlines disservice to youAs we discussed, I am able to provide either direct credit of $450USD ($150USD per/person/ticket) in light of the airline penalty for refund; which would be processed at the time of airline refund verification for tickets XXXXXXXXXXXXX, XXXXXXXXXXXXX and XXXXXXXXXXXXXAs advised, typically airline refunds process within business days to the card on file for the reservationTherefore, as we discussed, you'd need to affirmatively advise, if you'd like this option
Or, your second option, as we discussed, is to have issued Orbitz Future Travel voucher in the amount of $450USDOur vouchers are valid from one (1) year from date of issuance; and only for qualified bookings made via Orbitz.com
In this case, as we discussed, the applicable bookings would be Prepaid Hotel, Vacation Package, or AirOur vouchers are "post payment" - meaning that you'd book the reservation at full cost - then request the redemption of the travel voucher to the card on file for the new bookingAgain, as we discussed, you'd simply need to advise me if you'd prefer this option
Mrs.*** please know that either option is offered as final resolution to your concernPlease understand, in this case, we've provided review of this issue at all organizational levels, contact center, social media, Headquarters, and now, outside agencyRegrettably, while we do strive for outstanding service, please understand Orbitz made no errorHowever, we do sincerely hope to end dissatisfaction with our site and service if possibleTherefore, as we discussed, I do hope you consider our resolution offer and respond via your chosen channel - Revdex.com
Thank you for your sharing your concernWe look forward to your response
Kind Regards,
*** ***
Orbitz Customer Relations
Chicago, IL
***
Initial Consumer Rebuttal /* (2000, 7, 2014/06/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was satisified with their customer service representative- she did the best she could to correct the situation

Initial Business Response /* (1000, 5, 2014/12/17) */
Dear Ms***
The Revdex.com has shared your recent correspondence pertaining to the pool at the *** Plus *** not being operation during your visitI appreciate the opportunity to review your account
and respond to your concerns
We certainly understand your disappointment that the pool was under renovation during your visit; however, this was not information that Orbitz was made aware of prior to your visitAs the room was utilized, the *** Plus has charged Orbitz in full for your stay, so we would not be able to offer a refund of your stay
Nevertheless, due to the disappointment this has caused, as a gesture of our sincerity, Orbitz would like to increase your future travel voucher offer to $USD future travel voucher on your next prepaid Orbitz.com 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 *** Please reference case number XXXXXXX 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 December 17,
Ms***, thank you for the opportunity to address your concernsWe 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
Initial Consumer Rebuttal /* (3000, 7, 2014/12/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept because neither Orbitz or *** *** are taking responsibility for advertising
Final Business Response /* (4000, 9, 2015/01/02) */
Dear Ms***Thank you for your follresponse, and I appreciate the opportunity to address your continued concerns
We do understand your disappointment in arriving at the property and the pool being under constructionHowever, the stay was completed, so we are unable to offer a refund of the bookingDue to the disappointment this has caused, we have issued you the future travel voucher, but that is the only compensation that we would be able to offer
Ms***, I wish that I could offer you a more favorable response, but Orbitz has been charged in full, and the property declined to allow a refund
Sincerely,
*** ***
Orbitz Customer Relations