Orbitz

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

May 10, 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 Ms. [redacted]’s complaint she is requesting a refund for a flight reservation. On May 10, 2016, we attempted to contact Mr. [redacted] to acknowledge receipt of the Revdex.com complaint but were but were unable to reach the customer.Our records indicate on March 29, 2016 the customer self-booked a round trip flight reservation using Orbitz.com for two travelers. The flight reservation was operated by Air France, with flights from Istanbul to Miami, FL departing on May 13, 2016 and returning on November 8, 2016. The customer also purchased “Orbitz Flight Protection Comprehensive”.We are able to confirm that during the booking process there was an error that caused there to be two tickets issued for the same passenger. To assist the customer with this complaint we are requesting the customer provide the best number to contact them on to discuss this matter along with a preferred time between 5am and 1pm pacific standard time.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

May 21, 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 requesting a refund of his flight reservation.Our records indicate that on January 23, 2017 the customer self-booked a round-trip flight reservation for one traveler. The customers flights were operated by [redacted] departing from San Juan to Frankfurt on April 29, 2017 and returning on July 22, 2017.From 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. [redacted] Airlines was the operating carrier and merchant of record for the customers departure flights (the entity that received the funds and the company that charged the credit card) on this itinerary. Orbitz has no control over when, or how often, airline initiated schedule changes occur. Orbitz cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies.We do not set any fare rules, and we do not maintain any flight schedules or make any changes thereto. Upon completing your booking on our website, you agreed to our Terms of Use, which expressly provide:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of Orbitz. Orbitz 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 from. Orbitz 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.Based on the above, we cannot offer any compensation in this matter. 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

Complaint: [redacted]
I am rejecting this response because:Just another example of the ridiculousness of this company and the fact that the left hand doesn't know what the right hand is doing. A cruise promotion? I've never said anything about any cruise promotion. This is about their website reservation system not allowing me to put my correct name on my airline tickets as required by both the airlines and the Department of Homeland Security. And their own website says that reservations can be cancelled at no financial penalty within 24 hours of making the reservation. I called within the 10 minutes of making the reservation to get the information corrected and all they had to do was cancel the existing reservation and then create a new one with the correct name. But the person I talked to refused to do anything about the problem. This was not only awful service but it violated their own Terms of Service as published on their website. Maybe it's time I filed a complaint with the Federal Trade Commission for false advertising.
Sincerely,
[redacted]

July 13, 2016 Revdex.com Complaint Department – Orbitz Re: 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 reservations. We understand the customer is requesting a refund for her non-refundable flight reservations. Our records indicate that on May 30, 2016, the customer booked flight reservations – itinerary [redacted] – using the self-service tool on the Orbitz website. Travel is on Air [redacted], departing September 2, 2016, from San Francisco, California to Zagreb, Croatia, returning September 10, 2016, for two passengers. The Orbitz Flight Protection was booked in conjunction with the flight reservations. Upon further research, we were able to confirm that on June 24, 2016, the customer contacted Orbitz to inquire about cancelling their flight reservations. The assisting representative advised the customer that their flight reservations were non-refundable and non-transferable. The customer would retain a future use credit with Air [redacted] valid for one year from the original ticket issue date, and would incur a $300.00 per ticket change penalty at the time new tickets are issued. As the customer declined to cancel their reservations, no changes or cancellations were made at that time. On July 13, 2016, Orbitz advocated on the behalf of Ms. [redacted] with Air [redacted], who advised that the type of tickets booked by the customer are non-refundable, and they are unable provide authorization for an exception refund. Regarding the Orbitz Flight Protection; Orbitz does not administer nor outline the coverage of the insurance policy, we cannot dictate the definitions of a covered service. [redacted] Berkley Travel is our administrator for assistance and can be reached by calling 1-[redacted].    Orbitz makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasing. We provide your selection details on several pages for your review including the final payment screen. When acting as their own travel agent it is each customer’s responsibility to review the details of their itinerary prior to finalizing any reservation.   Please note that 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.  Each airline has its own specific set of policies and procedures, as does each ticket purchased or package reserved. Air [redacted] was the operating carrier and merchant of record (the entity that received the customer’s funds and the company that charged their credit card). Any change fees are set and collected by the airline. We hope you understand that we must abide by the rules and restrictions set forth by travel providers with which we do business, such as Air [redacted].   SUPPLIER RULES AND RESTRICTIONS Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion. You understand that any violation of any such supplier's rules and restrictions may result in cancellation of your reservation(s), in your being denied access to the applicable travel product or services, in your forfeiting any monies paid for such reservation(s), and/or in our debiting your account for any costs we incur as a result of such violation. Given the above, we are unable to offer the customer any additional compensation. As Ms. [redacted] flight reservations are currently confirmed, if she would like to cancel her flight reservations she can contact Orbitz customer support at 1 (844) [redacted]. Our agents are available 24 hours a day, seven days a week. 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 needs. If you have any further questions or concerns regarding this matter, please feel free to contact us.   Sincerely,   [redacted] Tier 3 Customer Service

The statements made by orbits in response to my complaint are absolutely false. In addition to the fifth of April there were several other calls that were made of which I have all calls recorded. I also have direct contact and recorded call with [redacted] Airlines in regards to how orbits could have helped the customer by allowing the first leg of the flight to be that of Charlotte Complaint: [redacted]
I am rejecting this response because:It is it is absolutely false in regards to the statements being made of assistance at any point in time in particular in regards to the escalation department on the 5th of April. As I have stated I have every call that has been made and received with Orbitz including the call from this escalation Department of whom never stated anything of the sort. I also have recorded calls with the airline of whom stated they would be happy to allow the first leg of the flight be the Charlotte flight if orbits would update on their end. Again I have all calls recorded including those not mentioned by Orbitz. The representative that I even spoke to stated that she had spoke with Delta Airlines despite the fact that I am flying [redacted] Airlines. At this point my wife and I are being forced to drive to North Carolinaon the 5th of May as my family is located outside of Charlotte. We then we'll be having to rent a car to drive back to Richmond to the airport only to fly back down to Charlotte for my parents to pick us up at the airport for our 7 o'clock flight to Jamaica. In regards to the return flight the [redacted] Airlines representative while doing all he could to help informed us that as we have to go through customs in Charlotte we will be able to take our bags and not have to board the connecting flight from Charlotte to Virginia as my vehicle will already be in Charlotte at my parents from having to drive from Richmond to their home on the 5th of May as previously stated. Amongst other matters I do not understand why a company would offer insurance or protection plan for a flight and hotel package that are non-refundable. It is absolutely absurd. People work very hard for vacations and this is the worst experience I have ever had in regards to any matter. If orbits was so cognitive as to the matters I do not understand why I am not even being addressed as Doctor but rather Mister. That is just a moot point. My wife and I will enjoy this trip but I will ensure that all calls will be posted in reviews on every possible review site and social media to ensure they do not have the same nightmare of an experience that I have had.
Sincerely,[redacted] M [redacted], PhD
[redacted]

May 12, 2018 Revdex.com Chicago and Norther Illinois Complaint DepartmentRE: Orbitz Case [redacted]Dear Revdex.com, Thank you for contacting 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. We understand [redacted] is requesting Orbitz to cover the costs to change flights due to the purchase of insurance with an insurance vendor. Our records show on March 6, 2018 [redacted], or a person authorized for the account of [redacted], booked combined one way flights for one passenger traveling with [redacted] Airlines on May 12, 2018 from Nashville to Dallas, returning with [redacted] Air on May 14, 2018 and a flight insurance Cancellation Plan with [redacted] insurance company for $223.95. [redacted] contacted us recently requesting to make a change to the outbound flight with [redacted] Airlines that was purchased for travel on May 12, 2018. We reviewed the ticket with her and advised per the fare purchased and fare rules that were provided and accepted at the time of purchase. The [redacted] Airlines ticket had been purchased for $118.30. Changes, including change of date, required payment of a fee of $200.00 plus any difference in fare. As the change fee had a higher value than the ticket, we advised purchasing a new one way flight that would have a lower cost and carry over no restrictions from the previous ticket, such as limiting the airline carrier, travel times, or routing. During the call our customer escalated to two supervisors. Our employees offered multiple times to assist with rebooking a new flight without any extra fees. The assistance was declined because we were not able to provide discounts on the flights that were available.The insurance that was selected for purchase with [redacted] insurance company offers protections with limited coverage and restrictions and requires that claims be submitted to the insurance company for approval. Should our customer prefer to contact [redacted] to review the policy the contact information is available from their online itinerary, their email confirmation, or our agents can provide it by phone.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]Corporate Customer Service

March 16, 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 his flight reservation. We understand from the customers complaint he is requesting to change his reservation.Our records indicate on January 5, 2017 the customer self-booked a round trip flight reservation for one traveler. The customers flights were operated by [redacted] departing from Charlotte, NC to Milan on January 15, 2017 and returning on April 11, 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 providers. Based on the fare rules the customer agreed to at the time of booking, the tickets were non-refundable with a reissuance fee of $150 per passenger would be charged. In addition, the customer would be responsible for any difference in fare. Our records reflect that there has been multiple calls from Mr. [redacted] starting on February 3, 2017 in regards must follow the airlines specific fare rules while exchanging the ticket. The customer must be charged the full difference in fare. If the customer is charged a “small amount” of the difference the airlines will not allow the ticket to be reissued. 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.After further reviewing the customer ticket we are able to verify that the departure flights were used. Since a portion of the customers ticket credit was used due to him taking the departure flights the overall value of Mr. [redacted]’s ticket changes.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 Orbitz’s courtesy cancelation policy.  I appreciate the opportunity to review your account and respond to your concerns. It is my understanding that a reservation was booked on December 27, 2015 at 1153p...

CT.  On December 29, at 619P CT you contacted Orbitz Customer Service to cancel your booking.  At this time you were advised that you were outside the courtesy cancel window.  Please know that during the booking process, we display banners on each screen noting the courtesy cancellation policy, and you mentioned you had noticed the banners with the disclosure during the booking process. Orbitz offers a courtesy cancellation feature for no additional charge, except for the initial service fees billed, within the first 24 hours of your booking before 10p CST.  Please know that we do empathize with your concerns, but as a travel agency, we do not hold the funds for the tickets confirmed, and we are unable to offer compensation due to the changes you made to your booking because you were outside Orbitz’s courtesy cancellation window.  [redacted] while I understand your disappointment; our records show that the proper information was provided to you.  The courtesy cancellation banner appears throughout your booking process.  We wish our reply could be more favorable.  Please be assured that Orbitz values your business, and we hope to have a future opportunity to serve you. Sincerely, Luisa [redacted] Orbitz Customer Relations Chicago, IL

Initial Business Response /* (1000, 5, 2015/07/17) */
Dear [redacted],
The Revdex.com has shared your recent correspondence pertaining to your refund request of the airline tickets reserved under Orbitz record locator. I appreciate the opportunity to review your account and respond to...

your concerns.
Upon reviewing your account, I do show that you initially contacted us requesting to cancel the hotel reservation of your package due to the issues that are occurring in Greece. We contacted the property on your behalf, and they would not authorize a refund. I show that you later contacted us on July 7, 2015 requesting a refund of the airline reservations of the package. We contacted Delta Airlines on your behalf, and the initial agent advised they would allow a refund of the tickets minus a $300.00 penalty fee. They were technically not offering refunds for travel to Greece; however, this agent was allowing this to be done. This offer by the Delta agent was not accepted at that time.
[redacted], when you contacted us back on July 10, 2015, Delta was no longer offering this refund, and advised that they would only allow the reservation to be canceled for future use and the penalty fees be waived. Nevertheless, I have contacted Delta on your behalf, and as a gesture of goodwill, they have stated they would allow us to go ahead and cancel the tickets for refund, but the $300.00 penalty fee must be charged. Please understand that this was an exception made by Delta.
[redacted], please know that I have canceled all three Delta/KLM Airline tickets under Orbitz locator PBORBXXXXXXXXXX. The refund has been processed back to the original credit card charged in the amount of $4187.00 minus all fees. Please allow 3 to 5 business days for the refund to process. Your hotel booking is still showing confirmed, and is nonrefundable. Thank you again for the opportunity to address your concerns.
Sincerely,
Charlotte [redacted]
Orbitz Customer Relations

December 16, 2016Revdex.comComplaint Department – OrbitzDear 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 Best Price Guarantee request. We understand from the customer complaint that they are requesting their Best Price Guarantee request to be honored.As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate reply. At this time, we respectfully request additional time from the Revdex.com as further research is needed for this case. We will submit our final reply via the Revdex.com's website.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

July 4, 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 Ms. [redacted] complaint she is unhappy with the changes that were made to her flight reservation and is requesting a refund.Our records indicate that on June 9, 2016 the customer self-booked a round trip flight reservation using Orbitz.com for one traveler. The flight reservation was operated by [redacted] Airlines, with flights departing on August 4, 2016 from Kingston to New York City, New York and returning to September 11, 2016.From 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. American Airlines was the operating carrier and merchant of record for the customers departure flights (the entity that received the funds and the company that charged the credit card) on this itinerary. Orbitz has no control over when, or how often, airline initiated schedule changes occur. Orbitz cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies.As of June 16, 2016 this issue was resolved by one of our customer service agents. The customers reservation was fully refunded and Ms. [redacted] was notified. The time it takes the refund to post to the customer’s account depends on the time it takes the customer’s credit card company to process refunds.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 Mr. [redacted], The Revdex.com has shared your recent correspondence pertaining to your refund request of your package under confirmation [redacted] due to the property overbooking their services. I appreciate the opportunity to review your account and respond to your concerns. ...

Upon reviewing your account, I do show that your booking was reserved via [redacted] Hotels main site.  They are a partner that utilizes our services for their booking needs. Your concerns have been reviewed, and refunds have been processed due to the overbooking of your hotel reservation.  A refund has been processed in the amount of $3,416.36 to the [redacted] card ending in [redacted].  There was a second refund processed to the same credit card in the amount of $1,311.72.  The time it takes for a refund to process does differ by card. Mr. [redacted], it has been advised that your refunds have been processed, and future travel vouchers have been offered due to the inconveniences this has caused.  Thank you again for the opportunity to address your concerns. Sincerely, [redacted] Orbitz Customer Relations