Orbitz

Dear Mr*** The Revdex.com has shared your recent correspondence pertaining to your refund for your airline ticket on Spirit Airlines. I appreciate this opportunity to respond to your concernsIt is my understanding you made a booking on December 30, on Orbitz’s
website for an airline ticket on Spirit Airlines. However, you go on to say you made the booking in error. On December 30, you contacted Orbitz Customer Service to cancel your airline ticket. Because Spirit Airlines does not allow for Orbitz to cancel or modify existing bookings, the Orbitz Customer Service Agent, advised you that you will need to contact Spirit Airlines to cancel your booking. As an agency, Orbitz needs to abide by the airlines cancel policies I apologize for any inconvenience this may have caused. Today on your behalf, I contacted Spirt Airlines and spoke to a Spirit Airlines’ agent. The Spirit Airlines’ agent advised me that your booking has been cancelled and ticket has been refunded for the full amount on December 30. Per Spirit Airlines allow to days for the refund to processMr*** thank you for bringing this matter to our attention. We value your business, and hope you will provide us with a future opportunity to restore your confidence in our products and servicesSincerely, Luisa *** Orbitz Customer Relations Chicago, IL

Dear Mr***
The Revdex.com has shared with us your correspondence
regarding your recent Orbitz experienceIt is my understanding you are
requesting a refund for the checked baggage fees you incurred on your recent
trip to New Delhi as you state you were
misinformed regarding the airlines baggage
policyI appreciate the opportunity to review your account and respond to your
concerns
On behalf of Orbitz, I would like to apologize for any
frustration this has caused you
Please know on your outbound flight to New Delhi as your
first flight was with United Airlines you do have to adhere to their checked
baggage rules and not Air India’sI understand you state you contacted Orbitz
before you made the booking on May 11, 2015, and they advised it would be Air
India’s baggage policy that you follow; however, upon further review we do not
show an agent accessed your account until December 5, Unfortunately, as
we cannot verify the information provided to you, Orbitz would not be in a
position to process a refund for the additional amount United Airlines charged
you for your baggage on the outbound flight
Mr*** I have verified with Air India that your
tickets only allowed free checked baggage for the return flightAs the information
provided on the Orbitz site does state Air India allows free checked bags,
Orbitz will provide you with a refund for the fees charged for the second bag
on your return flight, from New Delhi to Detroit, once you have provided me
with the receipt for the chargesYou can scan and attach them to your reply, or
you can fax them to my attention at 1-800-520-
We appreciate your business and hope you will continue to
use Orbitz in the future for your travel needs
Sincerely,
Shalon ***
Orbitz Customer Relations
Chicago, IL

October 5, 2016Revdex.comComplaint Department – OrbitzRe: 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 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 Rod [redacted] (Revdex.com case number [redacted] regarding a flight reservation. We understand from the customers complaint he is unhappy about the price increase and is requesting a refund of the difference. Our records indicate that on September 27, 2016 the customer self-booked a package reservation for five travelers. The customer purchased a fourteen night hotel reservation at [redacted] Resort by [redacted] Vacation Rentals checking in on December 10, 2016, and checking out on December 24, 2016. The customers flights were operated by United, departing from [redacted] OR to Orlando, FL on December 10, 2016 and returning on December 24, 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 providers. We utilize a live inventory system for our flight reservations. The inventory is updated regularly as purchases are made and prices change. These updates are directly linked to the vendors availability. We regret if the customer felt the prices were not competitive. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued.Our records reflect that this complaint was resolved on October 3, 2016 when Mr. [redacted] contacted out customer service and one of our agents was able to successfully issue a refund of the difference totaling $320.00. The amount of time it takes the customer to receive depends on the customers banking institution.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

May 9, 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 a flight reservation. We understand from Mr. [redacted]’s complaint he is requesting a refund for a flight reservation.Our records indicate on February 4, 2016 the customer self-booked a one-way flight reservation using Orbitz.com for one traveler. The flight reservation was operated by [redacted] Air, with flights from New York departing on February 5, 2016We can confirm that Mr. [redacted] contacted Orbitz on February 4, 2016, to cancel the reservation. Our agent immediately canceled the customer’s reservation. Since the flights were successfully voided the same day of purchase, the authorization of $1,208.46 should have been released back to the customers card. These authorizations typically release within 24-48 hours. We recommend that Mr. [redacted] contact his bank for more information regarding these authorizations and timeframes for their release. Orbitz regrets any inconvenience the customer encountered, however, we are unable to honor his request for a refund or compensation.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,[redacted]Tier 3 Customer Service

November 30, 2016Revdex.comComplaint Department – OrbitzRe: 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 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 customers calling his business.After discussing the complaint with Mr. [redacted] we have agreed to internally research this matter. We would like to apologize for the inconvenience he have experienced and hope to resolve this matter quickly internally.If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,[redacted]Tier 3 Customer Service

Complaint: [redacted]
I am rejecting this response because:When somebody makes a purchase on a USA company, they are charged in US dollars and not charged foreign conversion fees if the charge and purchase is made within the US. Thats what I did. Orbitz may choose to do their business with whomsoever they want, but when they sell to me, it cannot cost me more than they have promised, which is the US dollar amount in which I agreed to the purchase on.I live in the USA, my credit card bank is US based, and so is Orbitz. Hence, Orbitz needs to ensure that I'm not charged more than what I agreed to which is $976.Secondly, Orbitz Supervisor DID say clearly to me that he was going to send me an email and requested that I sent him my credit card statement with the additional charges I incurred, and that he would refund it once he saw the statement. Infact, Orbitz rep told me the same thing too. But now, the response I received here is completely opposite of what I was advised earlier. This is a clear indication that different people at Orbitz are applying different policies, including the person that provided the response from Orbitz. With that said, I'm clearly being treated unfairly here...because as per your Supervisor [redacted] advise and Rep [redacted] advise, you guys are clearly providing the compensation to other customers just like me.  So my question here is...Why am I being discriminated against?I urge Orbitz to investigate this matter thoroughly with its Supervisor and Rep..because it doesn't look like they have been trained to leave full notes properly. And when such investigation is done, they'll realize how much their company is lacking on good and consistent customer service, due to lack of effective communications amongst themselves.Frankly, while the response I received from Orbitz says that Orbitz is disheartened that they couldn't resolve my concern and had to bring it to Revdex.com, I highly doubt it...the only take away i'm getting here is they just sent a third person on the forefront to try to pacify the situation, and not exactly RESOLVE IT. If Orbitz wants to continue to have my business (which I give them a LOT of..please see your records...which I dont think they've had the chance to review yet), I urge them to consider looking at Practical Resolutions for situations like these with their Platinum Customers, rather than wasting my time with trying to pacify me by saying they're disheartened. With the amount of my time being wasted on the phone with Orbitz agents and NO RESOLUTION YET, I really ask if Orbitz is leaving me with any good reasons to continue to remain a Platinum customer with them. 
Sincerely,
[redacted]

Dear [redacted], The Revdex.com has shared with us your correspondence regarding your recent experience with Orbitz. It is my understanding you are requesting a refund for the insurance purchased for your flight to Milan. I appreciate the opportunity to review your account, and respond to...

you. On your behalf I have contacted [redacted] Assistance to request a refund for the policy you had purchased; however, they have advised that a refund cannot be given for this policy. Unfortunately, as the insurance company has denied a refund, Orbitz would not be in a position to process a refund. Nevertheless, we do value you as a customer, and as a gesture of sincerity for your disappointing experience, we have added the amount of $103 in Orbucks to your account. They are valid until January 17, 2017 and are available to be used towards your next qualifying prepaid hotel booking. [redacted], we appreciate your business and hope you will continue to use Orbitz in the future for your travel needs. Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

Dear Ms. [redacted] The
Revdex.com has shared your recent correspondence with Orbitz so
that we may assist you further. I am unable to locate your account with the
email address used to forward your correspondence. If you would please forward
me the Orbitz record locator and email...

address associated with the account, I
will be happy to review. Thank
you,  Luisa [redacted]Orbitz
Customer RelationsChicago,
IL

Dear Ms. [redacted],   The Revdex.com has shared with us your correspondence regarding your recent experience with Orbitz. It is my understanding you were upset with the quality of the [redacted] Casa de Las [redacted] Hotel - Adults Only - Historical Downtown and you are requesting...

a refund for the reservation. I appreciate the opportunity to review your account and respond to you. On behalf of Orbitz, I would like to apologize for any frustration this has caused you. Please know Hotel properties or their representative companies provide their own content information on the Orbitz website, which includes the star rating, location, amenities, and property description.  Orbitz relies solely on each hotel to provide us with accurate descriptions of their properties. Also, in response to consumer requests, Orbitz now includes customer feedback and ratings relating to their experience at hotel properties shown on our website.  This information is included in the “Reviews from our users” section shown during the hotel selection process.  This valuable information may be used in helping you to determine your choice of hotel. These ratings are unbiased and are in no way meant to indicate an endorsement by Orbitz or the hotel property.   We also encourage you to leave such a review for this property.  Go to the My Trips section of the website, where you’ll find a link asking about your recent experience.  We truly value our customers’ feedback and hope you will participate. When we do learn of situations like this, Orbitz takes immediate action to prevent any unfavorable experiences for our customers.  In this case, I have notified the appropriate parties and they are currently in the process of reviewing this complaint.  Our hope is that this valued criticism will allow them the opportunity to make improvements where necessary and therefore, modify how their property is presented to the public.  We thank you for bringing this to our attention.   Ms. [redacted], we do regret your disappointing experience; however, we have contacted the property on several occasions and a refund has not been granted. Orbitz has been charged in full for your bookings, and we are unable to offer a refund.   Nevertheless, we do value you as a customer; therefore, as a gesture of sincerity for your disappointing experience we have added $200 in Orbucks to your account. They are valid until April 10, 2017 and are available to be used on your next qualifying prepaid hotel booking.   We appreciate your business and hope you will continue to use Orbitz in the future for your travel needs. Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

October 24, 2016Revdex.comComplaint Department – OrbitzRe: 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 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 a hotel reservation. We understand the customer is requesting a refund of his hotel reservation.Our records indicate that on August 23, 2016 the customer self-booked a hotel reservation for three travelers. The customer purchased a seven night hotel reservation at the [redacted] Peninsula All Inclusive, checking in on September 9, 2016, and checking out on September 16, 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 providers. Based on the cancellation and change policy agreed upon by Mr. [redacted] at the time of purchase, We understand that sometimes plans fall through. We do not charge a cancel or change fee. When the hotel charges such fees in accordance with its own policies, the cost will be passed on to you.The customer first called our customer service on September 16, 2016 requesting a refund of the reservation due to the quality of the hotel. Our records reflect that multiple emails have been sent to the [redacted] Peninsula All Inclusive requesting a refund of the unused nights. Each email was responded to by the [redacted] Peninsula All Inclusive denying the customer’s request for a refund. We sincerely regret that we are unable to offer a more satisfactory response or resolution to Mr. [redacted]’s concern. At Orbitz we try as much as possible to provide not only excellent customer service but we also try to exceed what is expected of us. However 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 customers. We 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 hotel 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]Tier 3 Customer Service

January 05, 2017 Revdex.com Orbitz – Alaska, Oregon & Western Washington 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 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 complaint [redacted]) regarding a refund request for a flight reservation. Our records show on December 17, 2016, Mr. [redacted] self-booked an Orbitz.com airline reservation via booking number [redacted], with a trip start date of February 09th, 2017. We understand from Mr. [redacted]’s complaint, he was advised the reservation was not completed successfully and a new one had to be made. Mr. [redacted] was advised that the difference in fare for the new reservation would be refunded. Mr. [redacted] is requesting a refund of $238.98 for the difference between the new and old ticket he was advised to purchase and two booking fees of $6.99USD. We have processed a full refund of $238.98USD. This has been documented on the customer’s Orbitz account. Orbitz’s goal is to provide an exceptional customer experience. We do regret any inconvenience Mr. [redacted] has encountered in resolving this matter. As a refund has been given to and the issue has been resolved to Mr. [redacted]’s 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, [redacted] Tier 3 Customer Service

Complaint: [redacted]
I am rejecting this response because:I'd like a partial refund. I was put on hold for over 2 hours after a rep told me a manager would get on the line. That was done on purpose. I want a partial refund the difference of the ticket and the new price Orbitz sent by email which was $175.
Sincerely,
[redacted]

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

March 10, 2017
 
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 #1[redacted]). We regret to hear the customer did not accept our response and/or resolution offered.
 
Orbitz’s goal is to provide an exceptional customer experience. The customer provided further documentation related to refund request.
 
After further review of Ms. [redacted] complaint, we can confirm on October 17, 2016, the customer requested to cancel the reservation and agreed to the airline’s cancelation policy. The customer also agreed to the airline ticket terms and conditions at the time the reservation was originally booked.
 
Orbitz’s acts only as a third party intermediary for airlines, and once a reservation is canceled, the airlines takes control over the ticket and determines the rates available at the time a customer chooses to use the credit. Orbitz website flight prices are for new reservations only which are also set up by each individual airline.
 
Orbitz continues to stand by our original reply. We maintain that Orbitz did not have control over Ms. [redacted] flight ticket after she requested to cancel it. Orbitz was advised by the airline further assistance would be on their end therefore no compensation can be provided.
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
 
[redacted]
Corporate Customer Service

September 7 2016Revdex.comComplaint Department – OrbitzRe: 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 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 a hotel reservation. We 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, 2016 the customer self-booked a hotel reservation for two travelers using Orbitz.com. The 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, 2016 due to her coupon not being added to her booking. As a good will gesture our agent offered a $50 coupon. Due to the customer booking the reservation in a guest account the agent was not able to add the coupon to the reservation. Also on May 17, 2016 the customer emailed our customer service regarding not being able to use her coupon. After 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-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded. Due to this we are unable to authorize a refund of the customers reservation.We understand that when the agent offered the $50 coupon they were unable to apply it to Ms. [redacted] guest account. Despite his recent experience, we do value his business. Orbitz issued a $75 Orbitz Travel Coupon to use on a future trip into the customers permanent account associated with the email provided. This coupon is valid towards the future purchase of an E-Special Rate hotel reservation, either as a stand-alone hotel or in a vacation package. The 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 attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,
[redacted]Tier 3 Customer Service

March 15, 2017Revdex.comComplaint Department – OrbitzRe: 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 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 a flight reservation. We understand from Ms. [redacted] complaint she is unhappy about the authorizations on her credit card.When a customer makes a purchase, Orbitz applies a credit authorization toward the credit card to determine if the card is valid. This is a temporary hold and if a booking is not successful, the full authorization may remain on the customer’s credit card; however, each bank or credit card company policy is different. Although the credit card authorization is attempted on our website, they are not charges from Orbitz. We regret that the customer was inconvenienced by recent charges when attempting to book their flights. Typically, our system authorizes a small amount to ensure that the credit card is valid. Once we receive that authorization, we forward the information to the airline so that they may charge the customer directly for the flights.We apologize for any inconvenience this lapse in time may have caused Mr. [redacted]. We are able to verify that no reservations were purchased. Since no reservation was made the authorizations will typically fall off within 24 hours.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

Dear [redacted], The Revdex.com has shared your recent correspondence pertaining to a reservation you tried to book on our website. Also, when you contacted our service department for assistance; they were not helpful. I appreciate the opportunity to review and respond to your concerns. On...

behalf of Orbitz, I apologize for the disappointing experience and the frustration this caused you. I’m very sorry for the difficulties you encountered on our website, and the lack of professional of behalf of our staff while trying to confirm a reservation. Orbitz strives to provide the best possible customer service, and I regret that in this case, we fell short of our goal. Please know we make every effort to keep our website updated, but occasional technical issues are inevitable in the e-commerce industry. Orbitz strives to quickly correct any website problems we may have. I apologize again for the website problems that affected your booking experience. [redacted], I do see you are a loyalty Orbitz member. In the appreciation for your continued business and support, I have placed $50 loyalty points in your account. Our Loyalty program is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needs. These are available for you to use immediately toward a prepaid qualify hotel booking, and they will expire on December 31, 2016. [redacted], we thank you for bringing this matter to our attention. Your business is truly valued, and we hope you will provide us with a future opportunity to serve you with your travel planning needs. Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

Dear Ms. [redacted] The Revdex.com has shared with us your correspondence regarding your recent experience with Orbitz. It is my understanding you state the [redacted] & Suites Chicago Southland-Matteson provided Orbitz with a refund for one night of your stay; however, you did...

not receive the refund from Orbitz. I appreciate the opportunity to review your account and respond to you.   On behalf of Orbitz, I would like to apologize for any inconvenience this has caused you.   After further research we do show that the property did process a refund for one night of your stay. Therefore, if you could please provide me with the new expiration date for the [redacted] Card ending in [redacted] we will process a refund in the amount of $132.17, which will appear back to the card within 3 to 5 business days.   I look forward to hearing back from you.   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 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 a hotel reservation. We understand the customer is requesting a full refund of his hotel reservation.Our records indicate that on September 6, 2016 the customer booked a hotel reservation for one traveler. The 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 providers. Based on the cancellation and change policy agreed upon by Mr. Miller at the time of purchase, Cancellations or changes made after check-in are subject to a hotel fee equal to 100% of the total amount paid for the reservation. Due 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 desk. By selecting to self-book a reservation, our customers act as their own travel agent and it is their responsibility to verify the reservation details. During the booking process and right before the reservation is completed the booking details are displayed for confirmation. Please review the hotel details that were agreed to upon booking the reservation below.MiniStay - [redacted] Broadway places you 1.3 mi (2 km) from Astoria Park. This 3-room aparthotel welcomes guests with conveniences like free in-room WiFi, express check-in, and express check-out.Rooms:All 3 recently renovated apartments feature free bottled water. Guests can stay connected with free WiFi. Bathrooms offer free toiletries, and memory foam beds with Egyptian cotton sheets ensure a restful night. Bathrooms are shared.Special check-in instructions:There is no front desk at this property. To make arrangements for check-in please 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] concern. At Orbitz we try as much as possible to provide not only excellent customer service but we also try to exceed what is expected of us. However 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 customers. We 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]

July 21, 2016Revdex.comComplaint Department – OrbitzRe: 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 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 a flight reservation. We understand from Ms. [redacted] complaint she is requesting a refund due to locating a lower price within 24 hours of booking her reservation.Our records reflect on June 21, 2016 the customer self-booked one-way flight for one passenger on Orbitz.com. The customers flights were operated by United Airlines, departing from Boston, MA to Pittsburgh, PA on July 5, 2016. The customers was charged a total amount of $134.60 for the flight reservation. United Airlines flights totaled $123.60 and Orbitz booking fee amounted to $11.00.To continue offering great service in the face of increasing costs, we have made the hard decision to institute airline booking fees. The booking fee is non-refundable and applies to scertian flights only. This will show on your credit card statement as a separate charge from Orbitz. Orbitz offers our Best Price Guarantee policy as a benefit to our customers. The benefit is that we will match the price if a lower price is found online. There are many terms and conditions with the Best Price Guarantee policy. Some of the terms are as follows:• For flight and hotel bookings the lower price must be found and submitted within 48 hours of purchase• The Best Price Guarantee claim must be submitted online• The Best Price Guarantee is available only for exact itinerary matches.• For example, the specific airline and cabin class (First, Business, Premium Economy or Coach/Economy), hotel (including room type) including the exact same dates and times of travel or service as booked through Orbitz.com.The full terms and conditions of the Best Price Guarantee can be found at the link below.https://www.orbitz.com/p/info-other/guarantees On June 21, 2016 the customer submitted a best price guarantee claim for her package reservation. On June 21, 2016 the customers claim was denied due to the customers screenshots not including matching her flight reservation made through Orbitz. After further review of the screenshot submitted by Ms. [redacted] on June 21, 2016 it was denied based on the flowing items that were not included in her submitted screenshot:• Same flight numbers• Cabin class• Total of the flight after the taxes and feesWe thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service