Orbitz

Initial Business Response / [redacted] (1000, 5, 2014/02/25) */ Dear Mr [redacted] Thank you for contacting Orbitz via the Revdex.comOn behalf of Orbitz, I sincerely regret this disappointing travel experience, and I appreciate the opportunity to respond It is my understanding that [redacted] canceled your flight Madrid to Amman, and you were not notified by Orbitz; therefore, you are requesting a refund $for the canceled flight In reviewing your booking history, I find that the airline canceled your flight Madrid to Amman for February 8th, and re-protected you on their flight for February 9thIn contacting [redacted] , they advised they exchanged the ticket to reflect the new departure date of February 9th, at no addition costPlease know that it is recommended that all customers reconfirm their flights with the airlines hours prior to departure for any last-minute changes they may have We apologize that you were not notified of the airline flight cancellationAt this time, we are unsure how this unfortunate situation occurredWe are currently researching internally to determine the cause of this problemWhatever the problem, we acknowledge a mistake was made, and we regret failing to meet your expectations While 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 Conditions Mr [redacted] regrettably, Orbitz is unable to refund you a minimum of $as requestedSince this was an airline issue, I would suggest contacting them with the information you supplied for any compensation that might be able to offer Nevertheless, we regret you did not receive notification; 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 prepaid airline, hotel or package booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [email protected] reference case number [redacted] and my letter offering the $voucher in your requestOrbitz will then issue a credit to the card used for the new booking This offer is valid for one year from the date of this letter, until February 25, Mr [redacted] we appreciate your business, and we hope you will provide us with a future opportunity to serve you with your travel planning needs Sincerely, [redacted] Orbitz Customer Relations Final Consumer Response / [redacted] (3000, 7, 2014/02/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Per [redacted] they notified Orbitz when the cancelation occurred but orbitz FAILED to notify meThere records indicate that the flight was still on schedule Orbitz did not deliver on what they soldIts a shame and disappointmentI will not use orbitz anymore as long as their attitude toward customer is as bad as it have become lately Final Business Response / [redacted] (4000, 9, 2014/02/27) */ Dear Mr [redacted] I am sorry for your continued disappointment with our service Please know that Orbitz has no control over airline schedule changes or flight cancellations The airline schedule change we received was the airline canceling their flight for February 8th, and replacing it with their flight on February 9th In reviewing your booking history, I find that their flight for departure February 9th was viewable in your Orbitz account If this flight was later canceled, Orbitz did not receive notification from the airline While Orbitz is unable to refund for airline flight irregularities, we value your business,and as a gesture of our sincerity, we provided you with a $future travel voucher for your inconvenience Mr[redacted] please be assured that our goal is to meet or exceed customer expectation, and I am sorry that we failed in this instance We appreciate your business and hope you will accept our voucher offer in the spirit it was intended Regards, [redacted] Orbitz Customer Relations

July 22, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted] Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from Larry [redacted] (Revdex.com case number [redacted] ) regarding a car reservationWe understand from Mr [redacted] complaint he requesting a refund of recently purchased car reservation.Our records indicate on March 3, the customer self-booked a car reservation with OrbitzThe customer reserved a compact car from ThriftyThe car is due to be picked up on June 14, 2016, in Seattle, WA and returned to the same location on June 22, 2016.To enable us to appropriately address the customers concernsWe respectfully request that Mr [redacted] provide us a copy of the receipt provided by the car rental company documenting the charge sustained for the rental car.We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted] Tier Customer Service

July 11, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O- [redacted] Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our 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 you.Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding flight reservationsWe understand the customer is requesting a full refund for their hotel reservationsOur records indicate that on June 2, 2016, the customer booked hotel reservations – itinerary [redacted] – using the self-service tool on the Orbitz websiteHotel accommodations were at the [redacted] Inn Fairgrounds, checking in June 3, 2016, for one night.Upon further research, we were able to confirm that on June 23, 2016, Orbitz processed a full refund of $back to Ms [redacted] original form of payment and in Orbucks was credited to her Orbitz accountThe amount of time it takes to receive a refund depends upon the length of time it takes her credit card company to process refunds.We hope that with the information provided, we have addressed all of the customer’s concerns and look forward to assisting them further with their future travel needsIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] Tier Customer Service

Initial Business Response / [redacted] (1000, 5, 2015/07/09) */ Dear [redacted] The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you furtherIt is my understanding that there were schedule changes made to your reservation, and Orbitz failed to notify youAlso, you encountered long hold times while speaking with OrbitzI appreciate the opportunity to review your account, and respond to your concernsOn behalf of Orbitz, I sincerely apologize for the disappointing experience, and the inconvenience this has caused Our aim is to meet or exceed customer expectations, and I regret that in this case, we feel short of our goal I have checked your reservation history, and I see airline schedule changes in your itinerary historyI show we did reach out [redacted] on January 8, about both reservationsWe were advised that someone would contact us backAlso, per Lufthansa, they did contact you as well regarding the changes During 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 from no part of this contractThe carrier 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 I show a refund request was submitted to LufthansaPlease know this is not a guarantee but a request that has to be approved by the airlineIf approved, the refund should appear on your credit card statement within to billing cycles The airlines do require the customer to contact them directly, especially if requesting compensationPlease contact them by sending an email to [redacted] @lufthansa.com We value you as a customer, and due to the long hold time, Orbitz has issued you a $USD future travel voucher to use on your next Orbitz.com flight, hotel or 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 [redacted] Please 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 July 9, [redacted] I wish we could offer a more favorable response, but I show we did reach out to advise you of the changesWe appreciate your business, and we hope to have an opportunity to serve you in the future Sincerely, [redacted] Orbitz Customer Relations Chicago, IL Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I actually noticed after I sent my response I only might have read partially Ms Handley's comments I thank you Ms Handley I have a high blood pressure and no good sleep for the last afew months because of thisI thank you for your sincere efforts and your apology on behalf of ORBITZPlease please Ms Handley help me on bringing back my kid thats my highest priority I forgot about the vacation already and in terms of Lufthansa what happened to them I dont understand I can not even reach a live person or my mails calls never repliedDo they think they may be immune to US laws and regulations and how can be this unethical? Please remeber us on the back of your head until there is a resolution found Again thnaks for your efforts and please continue to help me on this [redacted] Orbitz long time customer XXXXXXXXXX [redacted] be Ms Handley who wrote this response was not updated by their team correctly for the latest updateI received an email from ORBITZ today stating they founded out that what we said was true as we called and disagreed these changes and Orbitz apologizes us and they tell us that they are working with Lufthansa on refunding or giving us new tickets Ms Handley it is my sadness that I am a long time customer of Orbitz yet your answer clearly states me that you take me as not your customer dont even care about our case and as you never put yourselves in our shoes as a big company you take the easy way out although it is not correct and even your people admit we disagreed and they are continuing to work on our case you choose the easy way instead of as I said putting yourselves in our shoes and feeling our pain which was caused by your actionsI will add the email I received from Orbitz today which is admitting We called them disagreed with the changes and ORbitz apologizes us and they tell us they are working with Lufthansa to refund or get us new tickets which I expect from a big reputable billion dollar company like ORBITZ to act as any ethical business do which care and support and pay attention to their customers problems and take these injustices as somethings happened to them until they are corrected I am stating again that We never agreed with this changeWe did not accept any changes again we should be crazy to accept these changes since as I said my son's high school graduation was contradicting this change and even as a ticket holder my son had also to attend his own graduation to graduate not to mention of us so we planned accordinglyBut schedules were changed against our wills although my disagreement they kept me on the phone to hrs made my blood pressure go up everytime I callFinally my attempts to customer relations department and talking to a manager one evening escelated this incident to your dedicated team and actually a last email I received from Orbitz today clearly admits that Orbitz found out that we called and we disagreed with these changes (why should not disagree are we crazy our son was graduating during the contradicting changed schedules) and mail actually does something very important for us,,, first time from ORBITZ we received an apology And ORbitz saying in the mail they are working with Lufthansa on refunding or accomodating new tickets As I said again and again My family's vacation plans are ruined my tickets were confiscated by ORbitz and Lufthansa so us now instead of being at a coastal town and swimming in deep blue mediterranean waters and mingling with our extended family members and friends at our destination instead you made our destination our home staring each other and remembering what you and Lufthansa did to us and you get paid almost 7000$ for this There is no point of waiting anymore for big billion dollar companies do please refund or give me new tickets So what I kindly request ORBITZ please speed up the ticket refund and or changed ticket issuance process and care about us little more as your customers and pleasee do so before last week of July since as I said my your child due to these actions is currently seperated with my in-laws at the travel destination and I have to go bring her back before her school starts so please stop playing and act like a bigname good company who cares about your customers and I am able to bring my child back before it gets even more complicated interms of damages and liability and pain and suffering considering we are already suffering and in pain bringing back our kid is the highest priority now and we need ORBITZ and LUFTHANSA to come to their senses and help us resolve this and stop treating like little ants but long time real customers (which are supposed to be everything for a company) And one final word to Ms Handley please do not retaliate whoever the team or the employees who did the investigation and sent us this mail and apologized us I worked for big companies in silicon valley before I became disabled so I have disability and limited income and could not afford to pay tickets for the immediate priority for me to go to our destination before endd of july and bring my kid back with me before end of first week of august so I need two tickets for that immediately ahich could not afford after I wasted 7000$ for nothing now please as I said I am requesting everybody there to place yourselves in our shoes and feel our pain before sending out ignorant responses and please find us immediate ressolutions before this gets out of hand intemrs of damages liability and pain and suffering more I cleared out the name and email account and mail time date stamp of the email for considering if in bad faith Ms Handley or others in ORBITZ (which I hope that is not the case they should thank them for their findings) might retaliate the Orbbitz employee for telling the truth since I have doubts about work ethics of some of the Orbitz employeesUntil I clearly understand the sincerety Thanks MAil received from ORbitz today: Orbitz Response By Email (.....) (07/08/PM) Dear [redacted] My name is We appreciate you being a part of our Orbitz Rewards programIt's my understanding that you were affected by a schedule change, and this affected the precious moment of your son's graduation since now you and your family are separated due to this unacceptable change and you would like a refund of one ticket [redacted] we sincerely apologize for the inconvenience this may have caused youI understand that this was a very important occasion for you and your familyWe have noticed that you have also called us in regards of this situationThis issue has already been escalated to a higher department and they have sent a refund request via email to LufthansaAs soon as Lufthansa replies you will be informed of the resolutionHowever, please be advised that the refund could not be guaranteed We appreciate your business and hope you will give us another opportunity to fully restore your confidence in our products and services Sincerely, Orbitz Email Service Team Orbitz Rewards Instant Vacation Gratification www.Orbitz.com Customer By CSS Email ( [redacted] ) (07/07/XXXX XX:XX PM) Our schedules changed by airline and we disagreed with the change but no acceptable changes made for us despite our efforts to communicate Orbitz and LufthansaAs a result we could not use the return trip originating from LAXMy son had a high school graduation and we originally planned our trip for thatOur calls to Orbitz did not result in satisfied outcomeI need to get refund on all or atleast tickets while at least one ticket(Cengiz [redacted] ) schedule changed to for me to be able to use it Thanks for your help in advance your policy states it clearly as I took it from your website (we disagreed with the change from the start but no suitable tickets were issued to us) now they tell us our tickets are forefeitedWe need your help "Occasionally the airlines must make changes to their flight schedules to accommodate changes in equipment, routing, or capacityAirlines may also make changes due to adverse weather, mechanical or crew issues Orbitz will notify you by email if your reservation is impacted by a planned airline schedule changeHowever, sometimes we do not receive advance notice, so we always encourage you to check your flight status hours before each portion of travelClick here to check your "Flight Status" The airline will always offer a replacement flight as a result of a schedule change, however the alternative flights are at the discretion of the airline and vary based on the rules associated with the fare of your ticket purchased, current schedules and available seats Orbitz will always work with the airline to find you an alternative flight as close to your original schedule as possible, however if these are unacceptable then please contact Orbitz customer service." So please help us for this unacceptable situation our family is seperated due to this [redacted] XXXXXXXXXX Question Reference # XXXXXX-XXXXXX Date Created: 07/07/XXXX XX:XX PM Date Last Updated: 07/08/XXXX XX:XX PM Orbitz PBORBXXXXXXXXXX and Orbitz PBORBXXXXXXXXXX Final Business Response / [redacted] (4000, 12, 2015/07/21) */ Dear [redacted] Thank you for the follresponsePlease know we are waiting to get a response from Lufthansa regarding the refund request for the four ticketsOnce we get a response, we will notify you immediately [redacted] thank you for your patience as we work with the airline to get this resolved for you Sincerely, [redacted] Orbitz Customer Relations Chicago, IL Final Consumer Response / [redacted] (4200, 14, 2015/07/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you Jeanna there is definitely progress on the refund issueBut still our vacation is ruinedI am still having hard time trying to get the refunds Lufthansa sent me emails saying they processed the refund for around 945$ for each ticketBut when I checked the refunds for the first two came they are around 720$ there is a 225$ less than what Lufthansa said they were going to refundThird refund did not camo yet (card ending is closed and not active I repeatedly told LH and ORbitz about this but I am ignored as usual and They told me (LH) they refunded the money to and I dont know how I will get that moneyThey dont care about me getting this money fully on time so I can arrange tickets to get my kid back which my kid is still seperated from us and I dont know how I will accomplish this since the time is now almost impossible LH justdoesnt care I keep saying I need the money ASAP so I can arrange tickets to go get my kid back but I feel like Iam speaking to a wall So they refunded the third ticket to a disabled inactive card(visa ending ) [redacted] from mexico Lufthansa office replied saying LH can not do any other means of refund I dont beleive it I can not even reach anybodyI am really tired about this whole thing So just to let you knowIn the mean time I received email from Orbitz saying it will be days before the refunds are completeAm I going to get two refunds from LH and OrbitzIf not why the refund amount is less than what Lufthansa said it was going to be 945? I will try to contact inactive visa ending to see how I can get my money back Thanks for trying to help

I booked a rental car back in February for April 30, 2016-May 7, I paid the $for insurance When I went to pick up the car on April 30, I was not able to get the car as the documents I brought her not enough I brought the documents that the orbitz website told me to bring I asked [redacted] what about the refund on insurance and they said I would have to contact Orbitz but they would explain that I did not get the car April 30, I called and was told in 5-business days I would have my refund I waited weeks and started checking my bank account On May 23, I called again and was told I never called on April 30, I told them I could produce my phone bill that shows I did After much arguing they agreed to call [redacted] and told me I would receive my refund in business days On May 27, I email customer service and was told the refund was sent it just depends on my bank A week later I called my bank and they told me no outside source (orbitz) ever tried to make a deposit to my bank When I emailed customer service about it they told me to call customer serviceI just want my money without jumping through hoops, it's been over a month and I was told different times I would receive it!

Dear Ms [redacted] , Thank you again for your follresponse, and I appreciate the opportunity to address your concernsWe certain regret to hear of your continued disappointment, but every effort was made to assist you with the airline schedule changes that occurred with your reservations When any type of change was updated in your record, action was taken Unfortunately, seating assignments are not guaranteed, and will be affected when major schedule changes occur Ms [redacted] , we apologize for the inconveniences the airline imposed schedule change has caused, but these are out of the control of Orbitz A $future travel voucher was issued in March due to your disappointment in the schedule change, and we are unable to offer any further compensation We do appreciate your business, and hope that we have a future opportunity to serve you Sincerely, [redacted] Orbitz Customer Relations

April 27, Revdex.com Chicago and Norther Illinois Complaint DepartmentRE: Orbitz Case [redacted] Dear Revdex.com, Thank you for contacting Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flightWe understand [redacted] is requesting a refundOur records show on November 15, [redacted] or a person authorized on his account, booked via the Orbitz.com website for three passengers purchasing one-way flights from TAP [redacted] Airlines traveling from Prague to Newark on April 8, for $977.18.At the time the flight is reviewed and after it is selected we relay information provided by the airline that advises of a range of possible fees that may be charged for bagsA link is provided to view the airlines baggage information to get more detailed informationBaggage fees may vary for many reasons, in addition to the air fare selectedAirlines may change the fees they charge for baggage at any time, and prices paid to the airline for baggage fees are paid based on the current costs on the day the baggage service is purchased, not on the day airfare is purchasedThe fares provided for selection included Discount, Basic, Classic, Plus, Executive and Top Executive faresFor this purchase our customer selected Discount fareThe information from the airline provided on our website for this fare type states checked bags incur feesAll other fares currently come with between one and three bagsCustomers would need to review baggage information from the airline to see how baggage allowances for the aircraft will apply to them, and to understand the dimensions and weight allowed for each bagBaggage that is overweight or out of dimension can incur additional fees or be denied.Orbitz.com will not be able to refund the baggage fees paid for the fare selectedWe provided the information necessary to understand baggage was not included, and where to review the airlines baggage information prior to taking the flightWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] Corporate Customer Service

May 24, 2016Revdex.comComplaint Department – OrbitzDear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding their recent flight reservationsAs of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe will submit our final reply via the Revdex.com's website.Again, we thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely,Tier Customer Service

I booked rooms on the orbitz.com site, only to find out from another website, that the hotel does not accomadate childrenIt was not mentioned anywhere on the Orbitz.com siteI called customer service to get a refund, the agent told me the hotel agent hung up on him, so he wasnt able to verify the policyAfter over an hour and speaking with a supervisor, they still would not refund the cost of the roomsNow I am unable to take my family on vacation

January 10, Revdex.com Orbitz Complaint Department Re: Orbitz Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Orbitz regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight We understand you are seeking a refund for flights due to a pricing errorWe researched this matter further and our records show a flight reservation departing from San Francisco, Ca to London, England, with a connection in Paris was booked via our website by Mr [redacted] or an authorized user to their Orbitz accountOur records show the airlines did not honor the price due to a system error as a result no tickets were issuedThe refund was processed on January to card ending in the amount of $for itinerary number [redacted] ; you should expect to receive your refund within to billing cycles, as the refund will be coming from Air [redacted] *ave also submitted the refund request to the airlines and you should expect to refund in the amount of $as of January 10, 2018, please allow to billing cycles to see refund reflected back on to your accountWe apologize for any inconvenience this may have causedWe 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 usSincerely, [redacted] Corporate Customer Service

Initial Business Response / [redacted] (1000, 5, 2014/07/18) */ Dear Mr [redacted] The Revdex.com has shared with us your correspondence regarding your recent experience with OrbitzI understand you are upset as you state the property you booked with Rent a Villa by [redacted] was supposed to be a pool home and not a townhomeI appreciate the opportunity to review your account, and respond to you After further research, we do show the property type you selected when booking the reservation was, "4BR/3BA - Standard Townhome - twin (single) beds or king bed and twin (single) beds and queen bed." Per the information listed on the Orbitz website by the property, they do advise that the townhomes do not have private pools 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 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 [redacted] @Orbitz.comPlease reference case number XXXXXXX and my email offering the $voucher in your requestOrbitz will then issue a credit to the card used for the new bookingThis offer is valid for one year from the date of this email, until July 18, Mr***, we appreciate your business, and we hope you will continue to use Orbitz in the future for your travel needs Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

September 8, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O [redacted] Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding a hotel reservationWe understand the customer is requesting a full refund of his hotel reservation.Our records indicate that on September 6, the customer booked a hotel reservation for one travelerThe customer purchased a one night hotel reservation at MiniStay - Astoria Broadway, checking in on September 7, 2016, and checking out on September 8, 2016.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providersBased on the cancellation and change policy agreed upon by MrMiller at the time of purchase, Cancellations or changes made after cheare subject to a hotel fee equal to 100% of the total amount paid for the reservationDue to this Orbitz is unable to authorize a full refund of the reservation.We understand that the customer was not happy with the property since it was not a hotel and was unhappy about the lack of a front deskBy selecting to self-book a reservation, our customers act as their own travel agent and it is their responsibility to verify the reservation detailsDuring the booking process and right before the reservation is completed the booking details are displayed for confirmationPlease review the hotel details that were agreed to upon booking the reservation below.MiniStay - [redacted] Broadway places you mi (km) from Astoria ParkThis 3-room aparthotel welcomes guests with conveniences like free in-room WiFi, express check-in, and express check-out.Rooms:All recently renovated apartments feature free bottled waterGuests can stay connected with free WiFiBathrooms offer free toiletries, and memory foam beds with Egyptian cotton sheets ensure a restful nightBathrooms are shared.Special cheinstructions:There is no front desk at this propertyTo make arrangements for cheplease contact the property ahead of time using the information on the booking confirmation.We sincerely regret that we are unable to offer a more satisfactory response or resolution to Ms [redacted] concernAt Orbitz we try as much as possible to provide not only excellent customer service but we also try to exceed what is expected of usHowever we know that there are some instances when policies associated with the purchases made on our website cannot allow for a resolution that is more favorable to our customersWe are not trying to discharge ourselves from any responsibility; we only want to convey that we were able to provide Ms [redacted] with the necessary information related to her flight purchase before our system asked her to complete the reservation online.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted]

August 22, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case # [redacted] Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a hotel reservationWe understand the customer is unhappy about not being able to utilize his hotel reservation.Our records indicate that on July 31, the customer self-booked a hotel reservation for two travelers using Orbitz.comThe customer purchased a one night hotel reservation at Extended Stay America Piscataway - [redacted] University, checking in on July 31, 2016, and checking out on August 1, 2016.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and the airlines and is subject to the rules and restrictions of those providersAt the time of booking, Mr [redacted] agreed to the Terms of Use, which expressly provide as follows:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of OrbitzOrbitz is 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 fromOrbitz has 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.On July 31, the customer called customer service due to the hotel advising that they were sold out therefore they were unable to accommodate the customerWe are able to verify that customer was able to successfully reserve a new hotel reservation the same day.We apologize for any inconvenience this lapse in time may have caused Mr [redacted] We would also like to apologize for the customer service issues experienced in trying to cancel and reserve a new reservation and its associated chargesWe would like Mr [redacted] to know that every reservation is important to us and our main goal is to provide a smooth and pleasant experience to our members.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted] Tier Customer Service

August 22, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O- [redacted] Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservationWe understand from Mr [redacted] ’s complaint he is requesting a refund of the return portion of his ticket.Our records indicate on May 7, the customer self-booked a round trip flight for two travelersThe flight reservation was operated by [redacted] , with flights departing on June 13, from Vancouver to Bangkok and returning on July 8, 2016.As of the response deadline of this complaint, have contacted [redacted] and are unable to obtain the necessary information from them needed to provide and appropriate reply to the customers complaintAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe will submit our final reply via the Revdex.com's website.We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,H [redacted] Tier Customer Service

November 24, Revdex.com Complaint Department - Orbitz Re: Orbitz Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] (Revdex.com complaint [redacted] )We regret to hear Mr [redacted] did not accept our response and/or resolution offered Orbitz’s goal is to provide an exceptional customer experienceThe customer provided more information regarding the original complaint We apologize for any inconvenience Mr [redacted] encountered with the hotel reservation booked on our website We would like to inform you, Orbitz has processed a refund of $back to the original form of payment used by Mr [redacted] to book the hotel reservationAs a refund has been given and the issue has been resolved to the customer’s desired outcome, Orbitz considers this matter closed Again, thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] Corporate Customer Service

September 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case # [redacted] Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding a hotel reservationWe understand from Ms [redacted] complaint she is requesting a refund of the hotel reservation due to not being able to use the coupon.Our records indicate on May 17, the customer self-booked a hotel reservation for two travelers using Orbitz.comThe customer purchased a four night hotel reservation at [redacted] Daytona Beach Oceanfront, checking in on June 1, 2016, and checking out on June 5, 2016.We were able to confirm that Ms [redacted] called customer service on May 17, due to her coupon not being added to her bookingAs a good will gesture our agent offered a $couponDue to the customer booking the reservation in a guest account the agent was not able to add the coupon to the reservationAlso on May 17, the customer emailed our customer service regarding not being able to use her couponAfter further investigation our agents were unable to locate any errors with our coupon application box.Based on the cancellation and change policy agreed upon by Ms [redacted] at the time of purchase, The room type and rate selected are non-refundableShould you change or cancel this reservation for any reason, your payment will not be refundedDue to this we are unable to authorize a refund of the customers reservation.We understand that when the agent offered the $coupon they were unable to apply it to Ms [redacted] guest accountDespite his recent experience, we do value his businessOrbitz issued a $Orbitz Travel Coupon to use on a future trip into the customers permanent account associated with the email providedThis coupon is valid towards the future purchase of an E-Special Rate hotel reservation, either as a stand-alone hotel or in a vacation packageThe coupon will appear in the booking path for the next qualified reservation, and it is valid until one year from the date of this letter.We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted] Tier Customer Service

May 23, Revdex.com Orbitz Complaint Department Re: Orbitz Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Orbitz regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding a flightWe understand you are a refund for the difference in a lower price found on a recent flight booked through OrbitzWe researched this matter further and our records show a flight reservation departing from Toronto to Port of Spain was booked via our website on March 27, without any assistance from an Orbitz representative Orbitz has a program we offer to our customers called the “Orbitz Price Guarantee” and the general terms of honoring a price match are as follows: Thanks to the Orbitz Price Guarantee, you can book with confidence, knowing that if you find your flight, car rental, cruise or activity cheaper on our site or another site within hours, we'll refund you the differenceFor packages, you have up until hours after booking and for hotels; we go even further and accept claims up to hours before check in! On May 3, we received a claim for the lower price found in airfare; however the claim was rejected because it was not submitted within hours of booking the reservation as required for flight only reservationsIn light of our findings; while we understand Ms [redacted] concerns we cannot honor a refund in this matterWe regret our response could not be more favorableWe 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 usSincerely, [redacted] Corporate Customer Service

Complaint: [redacted] I am rejecting this response because: it is ridiculous that putting a military service member our over 2,dollars is ok If anything why can't orbitz give a credit in exchange or a refund How is your response even good customer service I am very disappointed in orbitz and highly doubt I will be using your services again Sincerely, Juan [redacted]

November 9, 2017Revdex.comComplaint Department – OrbitzRe: Orbitz Case # [redacted] Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding a flight reservationWe understand from Mr [redacted] complaint he is requesting a refund for his flight reservation.Our records indicate on September 12, the customer self-booked a round-trip flight reservation on Orbitz.com for one travelerThe flight reservation was operated by [redacted] Airways with flights departing from Asuncion to Dakar on September 15, and returning on September 23, 2017.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providersAs Air India was the merchant of record and the company that charged the customer’s credit card, we have to abide by their rules and regulations.Via the customers complaint we understand that the customer is requesting a “refund of an airline ticket, cancelled within hours after booking” Per our records we can confirm that you were unable to successfully contact Orbitz customer service hours after bookingDue to this the reservation was not canceledWe understand that there can be long wait times due to natural disasters or other unforeseen issuesDue to this we provide customers the option to cancel flights online through their Orbitz accountWe can verify that the customer did not cancel the reservation online, through our customer service, or directly with the airlines within hours of purchaseAs Mr***’s reservation was not canceled at all the reservation was marked as a “no-show” with [redacted] AirwaysDue to this the airlines refused to process a refund for the customers reservation therefore we are unable to offer any compensation for this matter.We sincerely regret that we are unable to offer a more satisfactory response or resolution to your concernAt Orbitz we try as much as possible to provide not only excellent customer service but we also try to exceed what is expected of usHowever we know that there are some instances when policies associated with the purchases made on our website cannot allow for a resolution that is more favorable to our customersWe are not trying to discharge ourselves from any responsibility; we only want to convey that we were able to provide Mr [redacted] with the necessary information related to his flight purchase before our system asked Mr [redacted] to complete the reservation online.We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted] Corporate Customer Service

July 27, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case # [redacted] Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret to hear Ms [redacted] did not accept our response and/or resolution offered.As previously advised, 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 providersBased on the cancellation and change policy agreed upon by Ms [redacted] at the time of purchase, Cancellations or changes made after cheare subject to a hotel fee equal to 100% of the total amount paid for the reservation.After contacting the property manager they advised that due to the customer utilizing the room they are unable to authorize a refund of the reservationWe thank you for allowing us to address this matter furtherIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted] Tier Customer Service