Orbitz

Dear Ms***, The Revdex.com has shared your recent correspondence pertaining to the fare increase during your recent fare search with Orbitz’s website. I appreciate this opportunity to review and respond to your concernsPlease know that Orbitz is dedicated to making every
customer experience a great experienceWe do understand that it is frustrating if you see a price on a reservation that you would like to confirm, and it becomes unavailableInventory available on Orbitz is also available to other travel agencies, airlines and hotelsThere are millions of customers shopping throughout the day and since airline and hotel rates are based on availability, this can make rates increase very quickly with little or no noticeMs***, let me explain in more detail how this can occurAs an online travel agency, airlines and hotels send Orbitz inventory available for most every flight and hotel room that they have to offerOur site is updated several times daily with new information receivedOnce a fare or rate is no longer available the website is designed to offer the next available priceIf the next price available was not sent, the website will advise you that this price is no longer available and will not give another optionPlease be assured that Orbitz’s goal, as a website, is to be able to offer the lowest prices possible to our customersOffering lower prices to customers is what benefits Orbitz as a company, not offering higher prices that a customer may not be able to purchaseAs 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 needs Here are the instructions for the future travel voucher: When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at ***@Orbitz.com. 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 February 5, 2017. Ms***, we appreciate your business and we hope you will provide us with a future opportunity to serve your with your travel planning needsSincerely, *** *** Orbitz Customer Relations Chicago, IL

Dear Mr*** 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***, Thank you for contacting Orbitz regarding your seat assignments for your *** Airlines flightIt is my understanding that you are not confirmed in the seats you requestedI appreciate the opportunity to review and respond to your concernsOn behalf of Orbitz, I sincerely
apologize for the disappointing experience and the frustration this caused youPlease know when booking a reservation via the Orbitz website, all seats are only on requestWe must receive confirmation from the airlines stating seats are confirmed or under airport controlEvery airline reserves the right to control their inventory and re-accommodate travelers (i.eschedules/flights, aircraft type/equipment, and seats)Pre-reserved seating is dependent upon several factors: the specific airline; the type of ticket (not necessarily the cost); customer’s frequent traveler status/level with the specific carrier; airline restrictions and policyAny option for seating via Orbitz.com would be dictated by those factors as well as the airline seat availability/inventory at the time of selection/requestIn addition, even after “confirmation” any airline would be able to rearrange seat assignments for a variety of reasons (i.esecurity, ADA, family/minor, aircraft weight/balance, overbooking, cancellations/delay, FAA rules, etc.)Nonetheless, please keep in mind regardless of where a ticket is purchased, every airline reserves the right to move or remove passengers from flights/seats/aircraft type, etcSeat assignments are ultimately the decision of the airline, and we advise our customers that if they have special needs, it is always best to check with the airport directly so that the airline may accommodate those needsMs***, we value you as a customer, and as a gesture of goodwill, Orbitz has issued you a $USD future travel voucher to use on your next Orbitz.com prepaid bookingOur 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 [email protected] reference case number and my letter offering the $future travel voucher in your requestOrbitz will then issue a credit to the card used for the new bookingThis offer is valid for one year from the date of this letter, until March 21, Ms***, thank you allowing me to review this with youWe appreciate your business, and we hope to have an opportunity to serve you in the futureSincerely, *** ***
Orbitz Customer Relations Chicago, IL

Initial Business Response /* (1000, 10, 2015/06/16) */
Dear Ms***,
The Revdex.com has shared your recent correspondence pertaining to your disappointment in the type of car received, and that your hotel was under constructionOn behalf of Orbitz, I apologize for your
disappointing experience, and appreciate the opportunity to review your account and respond to your concerns
Upon reviewing your account, I do show that you reserved a Air + Hotel +Car package booking for yourself under Orbitz locator PBORBXXXXXXXXXXUpon reviewing your reservation, I do show that the booking was confirmed directly via our websiteI do show that you contacted our Service Center on June 7, 2015, and requested to upgrade your car rental to a convertibleWe canceled and refunded the original car reservation, and rebooked your new reservation under PBORBXXXXXXXXXXThe new booking was reserved via Economy at the lowest price we had to offer for this type of vehicle, and it was at an offsite location; however, they do provide a shuttle serviceI have contacted Economy directly, and they have advised that a Chevy Camaro convertible was the type of car that was receivedIf you were initially mistakenly given a Volkswagon instead, this is only something that can be verified by Economy directly
Ms***, we certainly regret your disappointment with the hotel property, but the property does not have any alerts that they are still undergoing constructionWe are unable to offer a refund as the stay was completed; however, as previously advised, 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 ***@Orbitz.comPlease 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 June 16,
Ms***, we appreciate your business, and we hope you will provide us with a future opportunity to serve you with your travel planning needs
Sincerely,
*** ***
Orbitz Customer Relations
Initial Consumer Rebuttal /* (3000, 12, 2015/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There were several concerns regarding the rental car and I understand them giving me the wrong type of car is an issue to deal directly with the rental car companyMy biggest concern was it was booked in the wrong name and I was never told you were switching me from an on airport site rental car business to one that was off site and I would need to take a shuttle toI specifically said I wanted to pick the car up at the airportIt was booked under Firova and my last name is *** and has been for yearsIf I did not find that error, I possibly could not have even gotten a carAs far as the hotel and the construction, the hotel says they have informed all their outside booking agencies of the construction and was forth coming when I called them pretending to inquireYou also said there was nothing you could do because the booking had been completed, yet when I called and the booking was still in progress, I was informed by Orbitz employee that under no circumstance could they change anything about my hotel reservation or could they refund me and I was not allowed to cancelI should not be punished because the booking is completed when I was not allowed to make changes when the booking was in progressI have used Orbitz times and have had problems times and I am not sure as to why you think a voucher that I have to use with Orbitz is acceptableI will not use Orbitz again and I am sure you would understand why if you had to walk up and down flights of stairs almost daily and had to relax by a pool to the sound of a jack hammer hours per day
Final Business Response /* (4000, 14, 2015/06/24) */
Dear Ms***,
Thank you for your follresponse, and I appreciate the opportunity to respond to your continued concerns
Please know that I have reviewed your car rental booking, and the last name of Firova was listed as a traveler in the accountWe apologize that this was the name initially chosen, and the situation was correctedThe lowest priced option was given, and car rentals that offer shuttle service from the airport are still considered airport locations
Ms***, we certainly regret your disappointing experience, but we are unable to offer a refund for services that were renderedWe do hope that you decide to utilize the future travel voucher offered as compensation for your experienceWe do appreciate your business, and hope that we have a future opportunity to serve you
Sincerely,
*** ***
Orbitz Customer Relations
Final Consumer Response /* (4200, 16, 2015/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept their resolution because they continue to say , although we made mistakes , your reservation is over Of course it is over I work full time and only have planned ahead vacations I tried to resolve during my vacation and nothing happened I could not cancel , drive home and have a do over employees have to ask for time off and get it approved I was forced to make the best of a bad situation but was never apologized for orbitz' mistakes or misleading information I will also note they only acknowledge and reply to portions of complaints Orbitz has the worst customer service I have ever experienced and do not care if ones vacation was delayed , ruined or anything else as long as they got their money They prove that by continually pointing out they can do nothing once the reservation is over ! Duh - my vacation is over and Orbitz misleading and failure to help me ruined a week off I will never get back !

Complaint:
I am rejecting this response because: When I spoke with Orbitz right after I had self booked my flights online I made sure I confirmed with the representative that I will be arriving to Guadalajara Saturday morning and he assure me it will beI have proof from my work and my child school that I had submitted a note and time off requesting those dates I will be out of work and my child out of schoolAnd how I previously said before when self booking I was asked if I wanted a text reminder the day of my flight and I hit yes which I never receivedMy mind was set I was leaving Friday night arriving Guadalajara Saturday morningIf I would of received that text Thursday evening it would of prompt me to contact Orbitz like I did Friday morning when I arrived to work and noticed that cancelation email
Sincerely,
Araseli ***

Dear Ms***, Thank you for your follresponse, and I appreciate the opportunity to address your continued concernsAt Orbitz, we do work with the airlines to forward notifications with any flight updates that may have occurred. This information is entered by the airline directly, and forwarded from the Central Reservations System. To also help our customers be able to review their flights departure time, we also provide a “Flight Status” link within the message that will show the full flight information. We have thoroughly reviewed your account, and the correspondence provided. Within your correspondence, it is advised that you checked out of your hotel at approximately 11:00AM for your 1:20PM flight departure time, which is a to minute drive from the property with no traffic or any other unforeseen delays. The flight notification was not forwarded until 11:01AM, which was within recommended time that international travelers should already be at the airport, and the property personnel you were speaking with should have also had the ability to check the flight time as well to help with your concerns. We do show that you contacted us directly, but the initial call was not received until after 1:00PM on January 30thMs***, we have given your concerns every consideration, but with the correspondence provided, we are unable to verify that this alert is the reasoning that you were unable to complete your travel as scheduledMs***, 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 concernsSincerely, *** *** Orbitz Customer Relations Chicago, IL

Dear Ms***, The Revdex.com has shared your recent correspondence pertaining to the charges that was incurred when it was requested to utilize your ticket credit, and for the service receivedOn behalf of Orbitz, I apologize for your disappointing experience, and appreciate the
opportunity to review your account and respond to your concernsOur records reflect on February 5, 2016, you self-book a flight reservation, using Orbitz.com. Travel is on *** Airlines, departing May 6, 2016, from Denver, Colorado to Watertown, New York; returning on May 9, 2016, from Watertown, New York to Denver, Colorado. Itinerary number: ***. It is my understanding you feel that you were overcharged three times for a total amount of $and is requesting a refund.We can confirm on February 17, 2016, we were contacted, and it was requested to change the flight dates, and our agent advised of the change fees. The change fees were agreed too and the exchange was processed. On that same day, you contacted Orbitz advising that you needed to cancel the exchange request, due to an airline schedule change on the return flight. Our agent contacted the airline and they advised the agent to cancel the flight. In addition, they advised that the customer can submit a request for refund on the airline’s website. The agent advised of the information provided from the airlineIt was then requested to cancel and rebook new flights. The agent confirmed the new flight dates, which were agreed to. Charges in the amount of $were agreed toFrom time to time and for a variety of reasons, airlines issue schedule changes. We understand that these changes can be inconvenient, time consuming and not customer friendly. However, 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*** 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.Only the airline can make changes to a customer’s flights. These changes are not related to the type of ticket that was purchased or the company they were purchased from. Airlines rarely tell travel agencies why they make a change. Schedule changes are often due to routing adjustments, severe weather, staffing, or maintenance issues.We can confirm on February 18, 2016, Mr*** contacted Orbitz advising that their wife’s credit card was overcharged three times for a total amount of $511.00, and his credit card was also charged $137.00. The customer is requesting a refund of $511.00. While our agent was researching the matter, the call was dropped. Our agent was unable to contact you back.Further research shows on February 19, 2016, the customer contacted us by email advising his wife’s credit card was overcharged three times for a total amount of $511.00, and his credit card was also charged $137.00. The customer is requesting a refund of $511.00.In reviewing the account, we do not show any extra charges were applied. On March 3, 2016, we contacted *** Airlines, they advised; there was an Airline Schedule Change on February 17, 2016; however the airline was able to exchange to the new dates, which reflects as follows:Departing April 22, 2016, from Denver, Colorado to Watertown, New York, returning on April 25, 2016, from Watertown, New York to Denver, Colorado with *** Airlines. We are unable to provide an updated itinerary as the changes were made by the airline directly. You can contact the airline directly to confirm the updates, or once the dates are closer, you can go onto the airlines website to review your booking and to cheonlineOrbitz strives to provide the highest level of customer service, and we are sorry that your recent experience did not live up to that expectationWe would like to resolve this matter; Orbitz is requesting a copy of the billing statement reflecting the extra charges. Ms***, you can submit the receipt directly via the Revdex.com complaint system.We thank you for allowing us the opportunity to address the issues that were brought to our attention. Sincerely,Charlotte WillisOrbitz Customer Relations

Initial Business Response /* (1000, 5, 2014/06/02) */
Dear Ms.***
The Revdex.com has shared your recent correspondence pertaining to the rate increase of your ticketsI appreciate the opportunity to review your account and respond to your concerns
I have reviewed your
correspondence, and understand there was a situation with price fluctuations
I do apologize for any inconvenience that this may have caused, and I would like to review and respond to your query
The email which you have provided,***; is registered to an account; however, the last booking was from
If you could provide me with the Orbitz Record Locator or the email address that was used to book the reservation, I will be able to research the matter further
Please be assured that Orbitz has no intention to mislead our customers, and I regret that you have had this perception
Thank you again for contacting Orbitz, and I look forward to hearing from you
Sincerely,
***
Orbitz Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2014/06/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not quite accept the response because I already know what the outcome of this so called research would be, since i'm no fool
The email address Orbitz is ***@hotmail.com and the record locator #, though I do not feel to comfortable with the public seeing this, is
Confirmation Numbers
Orbitz record locator: ***
American Airlines record locator: ***
Thank you
Final Business Response /* (4000, 9, 2014/06/13) */
Dear Ms***
I appreciate the opportunity to revisit your situation
Regrettably, as previously advised your claim does not qualify for our program, and therefore, we are unable to approve your claim
Per our terms and conditions, you must submit your claim by 11:59pm the date of booking, as well as it is only valid for flights within the United States
The terms and conditions for our program are viewable on the footer of our website for customer's review prior to making a booking on our website
Please know that the terms and conditions of our program apply to all customers who submit claims
We 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, please know there is nothing more we can do regarding this issue
We hope you are able to accept our $future travel voucher in the spirit it was intendedOrbitz is not inclined to compensate further in this matter
Ms.*** thank you again for the opportunity to review your concernWe appreciate your business and hope for a future opportunity to service your travel needs
Regards,
*** ***
Orbitz Customer Relations
Final Consumer Response /* (4200, 11, 2014/06/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
*** ***, Orbitz Customer Relations,
Regrettably,
Thanks

Initial Business Response /* (1000, 5, 2015/01/06) */
Dear Ms.***
The Revdex.com has shared your recent correspondence pertaining to the change fees associated with an airline ticketI appreciate the opportunity to review your account and respond to your concerns
My
understanding is that you originally purchased a United Airlines ticket through Orbitz for a trip in February This trip ended up being canceled and at that time you were advised that there would be a $airline change fee at the time you rebook, but that the balance of the credit could be applied to the future ticketThey also advised you of a $Orbitz feeWhen you attempted to rebook, you were informed that the change fee of $would be applicable, and they would not be able to apply the $creditOrbitz agreed to drop the $feeYou also were on the telephone with our Customer Service Team for an extended amount of time
On behalf of Orbitz, I apologize for this disappointing experienceUpon review of this reservation, I show that you contacted us and the agent conferenced United Airlines on the line, and you eventually booked the new reservation directly with themIn your letter, you wrote about a problem experienced with our service and the conflicting information that was given to you regarding the fareOur aim is to meet or exceed customer expectations, and I regret that in this case we fell short of our goal
Ms.*** please be assured that your business is appreciatedAs a gesture of our sincerity for your disappointing experience, Orbitz would like to offer you a $future travel voucher on 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 ***@orbitz.comPlease reference case number XXXXXXX and my letter 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 letter, until January 6,
Ms.*** thank you for telling us where extra attention is neededWe 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,
*** ***
Orbitz Customer Relations

Dear Mr***, The Revdex.com has shared with us your
correspondence regarding your experience with OrbitzIt is my understanding
there was an issue with booking a flight reservation on the Orbitz website and
you had to call Orbitz to book the reservationYou are
requesting a refund for
the $booking fee charged to make the reservation with the agentI
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 as onetime courtesy we have processed a
refund for the $booking fee you were charged for your flight to Montreal
The amount will reflect on your balance within to business daysMr***, if you have any further questions or
concerns, please let me knowWe appreciate your business, and look forward to
serving you in the future with your travel needsSincerely,Shalon ***Orbitz Customer RelationsChicago, IL

Dear
Alana,
Thank
you for the quick response and for providing the requesting informationAfter
reviewing the account; I do show the reservation under record locator PBORB5062848734.During
the booking process; you were advised that the tickets were non-refundable, and
name changes are not allowedYou had to agree to the terms and conditions before
you could complete the bookingAs this
reservation was disputed with your credit card; you will need to contact our
Collections Department at the number listed on the letter they sent to you
They will address any questions or concerns you may haveSincerely,
Jeanna
***Orbitz
Customer RelationsChicago,
IL

I commenced suit with cook county Illinois but have not received a docket number yeti am willing to settle with the company in return for paying court fees ,the owed to me plus my expenses thank you for all your help

Complaint: ***
I am rejecting this response because: The information on their website indicating that the ticket purchase and ticket insurance were separate items, needing to be canceled separately was not made clear
Sincerely,
*** ***

September 27,
Revdex.com
Orbitz.com
Complaint Department
Re: Orbitz Case #: ***
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 Mrs*** * *** (Revdex.com case number ***) regarding a flight pricing issue
We understand from the customer’s correspondence she was finding different pricing between the time she began booking and when she got to the end of the booking process
Orbitz uses real-time reservation databases for our travel products, such as cars, hotels, cruises, and flights. We apologize that the lower price that the customer attempted to reserve became unavailable. We understand that this situation can be very frustrating, and we’re sorry that she was inconvenienced. Like all online travel companies, Orbitz works from live inventory. This means that all companies, and the airlines themselves, book from the same inventory pool. Occasionally, more than one customer may be searching for the same flights on any number of websites. Vendors also limit the amount of their product available for discounted pricing. As the discounted items sell out, low prices may no longer be available. It is possible that a specific price or travel item is available when customers begin planning their trip, and is no longer available when they try to finalize their purchase
As stated in the Terms of Use for our website that the customer agrees to when utilizing our services:
All our travel products prices and availability are subject to change until customers have completed their purchase and a reservation is confirmed and ticketed
Orbitz provides a final summary for customer’s to review before they enter their payment information. If they are not in agreement with the final price provided, they have opportunity to cancel or change the reservation before making a purchase
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,
*** ***
Tier Corporate Customer Service

Dear ***,
"margin: 0in 0in 0pt;">
The Revdex.com has shared your recent correspondence pertaining to the ***line imposed schedule change that has affected your reservation. On behalf of Orbitz, I apologize for this disappointing experience, and appreciate the opportunity to review your account and respond to your concernsAt Orbitz, we certainly understand the frustration that an ***line imposed schedule change can cause. When a change occurs, we make every effort to accommodate our customers to their satisfaction. However, ***lines do have regulations that must be followed when new flights are chosen. ***line schedule changes are not in the control of Orbitz, and as a travel agency, we must abide by the ***lines rules when re-accommodating a customer***, upon reviewing your account, we did request a refund on your behalf with *** ***; however, the request was denied. The option of moving your departure date up one day was agreed too. Per *** ***, we would need to make this change, and forward to their office for a waiver code so that we could reissue the tickets showing the new dates. We have added the flights for the new dates, and have forwarded to *** *** as requested. We are waiting for *** *** to supply the waiver code as advised, so that we can reissue the ticket***, we certainly regret your disappointment in our services, but please know that ***line schedule change are out of the control of Orbitz. Orbitz does not hold the funds for the tickets reserved, and as a travel agency, we are required to follow all ***line rules and restrictions.
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 youSincerely,
*** ***
Orbitz Customer Relations
Tell us why here

Dear Ms***Thank you for your follresponse, and I appreciate the
opportunity to address your continued concerns.Please know that the United Airlines flight chosen was
scheduled to stop in Denver as advised; however, it will not be broken up like
a traditional connecting flight because you were maintaining the same flight
number from your departure city to your arrival city. These are considered direct flights when
there is a stop involved, but there is no flight number change. We do understand the importance of displaying all flight information
to our customers so that they can make an informed decision. The departure time of 2:31PM from Dulles with
an arrival time of 10:56PM in San Antonio was displayed throughout your booking
process, which is not indicative of a nonstop flight. We also provided the breakdown of your
connection and all flights times, and it was hi-lighted in yellow that you
would be stopping in Denver, but would maintain the same flight number. The
flight time of hours and minutes was also displayed throughout your
booking process, and on your itinerary.Ms***, we certainly apologize for your continued
disappointment in our services; however, all information regarding your flight
was displayed and agreed to. Thank you
again for the opportunity to address your concerns.Sincerely,*** ***Orbitz Customer RelationsTell us why here

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,
*** **

Complaint: ***
I am rejecting this response because: Orbitz has a check in online on their siteSee below: Manage reservation Check in onlineOpens in new window Update flight preferencesOpens in new window Upgrade seats, reserve meals and add baggageView baggage policiesOpens in new window Change flightOpens in new window
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I understand that the flight was nonrefundable but thanks to the negligence of *** Airlines, an issue that is common place as suggested by the TSA, a disabled veteran I was stranded in Los Angeles for several days and had to spend more money to get myself back to AtlantaI bought travel insurance so that this would not be an issue and I'm being told by Orbitz, *** Airlines and the travel insurance company they choose to do Business with that at no time are they responsible for the extra cost, as well as the suffering associated, the occurred due to the negligence of *** airline
Sincerely,
*** ***

July 27,
Revdex.com
Complaint Department - Orbitz
Re: Orbitz Case #: ***
Dear Revdex.com,
Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address
the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Orbitz is responding to the consumer complaint from *** *** (Revdex.com complaint #***) regarding the customer service issues.
Our records show on May 6, 2017, Ms*** self-booked an Orbitz.com flight and hotel package reservation via booking number *** traveling with *** *** AirlinesWe understand from Ms***’s complaint, Orbitz did not inform her of an airline schedule change which caused an inconvenience with her travelThe customer also stated after contacting customer support no proper resolution was providedMs*** is requesting a refund of the flight reservation due to poor customer service
Upon researching the customer’s complaint, we can confirm the schedule change was initiated by the airline but Orbitz did not receive any notification that could be forwarded to Ms***
Further research shows, on July 19, 2017, when Ms*** brought this matter to our attention, Orbitz proceeded to advocate on the customer’s behalf by contacting the airline and was advised since the reservation was utilized no refund can be providedWe can also confirm, due to the poor service received by the airline, Orbitz placed a $travel coupon in Ms***’s account as compensation
Orbitz’s acts only as a third party intermediary for airlines, hotels and cruises and must abide by any schedule changes initiated by an airlineOrbitz did not process any flight charges to Ms***’s credit card since this was a reservation paid directly to the airline
Furthermore, when Ms*** completed the booking on our site, she agreed to our Terms of UseThe Orbitz Terms of Use expressly notate:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the *** Companies or the *** PartnersThe *** Companies and the *** Partners 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 *** Companies and the *** Partners 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.
Based on the information provided above, we are unable to honor Ms***’s refund requestIt is our recommendation that the customer address this matter with *** *** Airlines since no notification that could have been forwarded to Ms*** was received by Orbitz
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