Orbitz

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

Dear Mr. [redacted], The Revdex.com has shared your recent correspondence pertaining to the name entered during your booking process.  I appreciate the opportunity to review your account and respond to your concerns. At Orbitz, we understand the importance of properly confirming...

our customers’ choices throughout the booking process. To ensure the accuracy of our website, we do keep logs of our customers booking process for further review. Upon reviewing our website logs of your booking process, the booking was initiated through the “Guest” path.  However, at the end of the booking process, you signed into your account directly.  When you are signed into your account, the system will read the information you have input.  If you are not the traveler, you will then be required to choose a name from the drop down from your listed travelers in your account if you are not the person traveling.  You have four persons listed in your “Travelers and Contacts”, and you would either need to choose a name from this list or add a new traveler. Mr. [redacted], unfortunately a new name was not chosen once you were signed into your account, and we were not contacted within the courtesy cancellation period.  As airlines do not allow full name changes, the airline imposed fare rules would apply, and the $30 Orbitz fee has already been waived.   Nevertheless, as a gesture of our sincerity, Orbitz would like to offer you a $200 USD future travel voucher on your next prepaid Orbitz.com airline, hotel or vacation package booking or we will allow the voucher to be redeemed towards the exchange under Orbitz record locator [redacted].  Our voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needs.                                Here are the instructions for the future travel voucher:                               When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [email protected].  Please reference case number 5730191 and my letter offering the $200 voucher in your request.  Orbitz will then issue a credit to the card used for the new booking.  This offer is valid until March 1, 2017. 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

April 2, 2016 Revdex.com Complaint Department – Orbitz Re: Orbitz Case #: S-[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] complaint he is requesting a refund of the name change fee sustained. On April 2, 2016, we contacted Mr. [redacted] to acknowledge receipt of the Revdex.com complaint but were but were unable to reach the consumer. Our records indicate on March 19, 2016, the customer called Orbitz to book a package. The agent booked a package reservation which included a four night stay for two travelers at [redacted] All Inclusive, checking in on March 28, 2016, and checking out on April 1, 2016. The itinerary also included a round trip flight operated by [redacted] for two passengers scheduled to depart on March 28, 2016, from Newark, NJ to [redacted], Quintana Roo and returning on April 1, 2016. We can confirm that during the booking of the customer’s reservation on March 19, 2016 the agent incorrectly spelled both passengers last names. Due to the error Orbitz has agreed to review the charges that the customer sustained when changing the last name of both passengers. We request the customer reply with an attached a copy of documentation showing the amount sustained to change the customer’s names on the tickets. 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

August 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 a hotel reservation. We understand from Mr. [redacted] complaint they are unhappy about a submitted best price guarantee claim.Our records indicate on June 27, 2017 the customer self-booked a hotel reservation for one traveler using Orbitz.com. The customer purchased a one night hotel reservation at L[redacted] Hotel [redacted], checking in on August 16, 2017 and checking out on August 17, 2017. The hotel totaled $64.21.On July 13, 2017 the customer submitted a best price guarantee claim for a hotel totaling $61.94. After reviewing the claims we understand that some claims were denied due to the lower rate not be available at the time of validation. We apologize for any inconvenience this lapse in time may have caused. We would also like to apologize for the customer service issues experienced in trying to obtain a price match of the reservation. We would like the customer to know that every reservation is important to us and our main goal is to provide a smooth and pleasant experience to our members.After further review of the lowest price match submitted by the customer on July 13, 2017 we are able to validate the customers claim. As of August 16, 2017 Orbitz has submitted a refund of $2.27 along with $50 worth of Orbucks. It may take up to 7 days to post to your account and up to 2 billing cycles for the credit to appear on your statement. The timing is based on how long it takes your bank to process.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

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 Mr. [redacted] complaint he is requesting a refund due to a canceled flight reservation. Our records indicate that on April 9, 2016 the customer self-booked two one-way flight reservations. The customers outbound flights were operated by [redacted] and were scheduled to depart from Louisville, KY to Sacramento, CA on September 14, 2016. The customers return flights were operated by [redacted] Airlines and were scheduled to return from Sacramento, CA to Louisville, KY on September 17, 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. As a result, we strongly recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policies.  The customer booked two one-way ticket, both [redacted] Airlines and [redacted] Airlines were the merchant of records, and the companies that charged the customer’s credit card. We hope you understand we have to abide by their rules and regulations.We can confirm Mr. [redacted] contacted us on June 7, 2016, as his flights on [redacted] Airlines were changed by the airlines. As there were no acceptable alternate flights provided by [redacted] Airlines the customer chose to cancel his flight reservation with [redacted] Airlines. Due to the lack of options available [redacted] Airlines authorized a full refund of the customers return flights.As the [redacted] flights were not canceled nor changed by the airlines the ticket remained open and able to be used and unable to be refunded. Based on the fare rules the customer agreed to at the time of booking, the [redacted] tickets were non-refundable with a change penalty fee of $200 per passenger would be charged. In addition, the customer would be responsible for any difference in fare.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 (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 sincerely regret that we are unable to offer a more satisfactory response or resolution to Mr. [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 Mr. [redacted] with the necessary information related to his flight purchase before our system asked him to complete the reservation online.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

October 5, 2017 Revdex.com Chicago & N. Illinois Complaint Department Re: [redacted] Case: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from Mr. [redacted]. We followed up with Hahn Air this morning and were advised that they have received approval to refund Mr. [redacted]’s return flights. They provided a waiver code that they received from [redacted] Air. We processed a refund of $1228.44, on Mr. [redacted]’s behalf on October 5, 2017. Most Airlines request up to two billing cycles for the refund to appear on a customer’s statement. Again, 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 Correspondence Team

Complaint: [redacted]
I am rejecting this response because: almost everything claimed in the response is incorrect! First, the last time that I called, I even mentioned the problem that I had with the trip, and didn't agree with the dates. If you take the time to listen to the call which you claim you record, you would be able to listen to that. Second, while I did press the "accept" button on the confirmation e-mail, there are several problems with that. When I called to make sure my payment went through (I had encountered an "error" message for some reason), the person I spoke to on the phone informed me that I would receive an e-mail to confirm the PAYMENT, and that I had to click accept. I was never advised that this would confirmation the information on the email. Second, the supervisor I spoke to advised me that I had clicked on the confirm button on the 21st, which is untrue, since I didn't open the e-mail until the 24th. Again, another lie and/or wrong information on your system. Further, the e-mail with the information seems like it's built to trick people, since it has the option to click on accept BEFORE the information about the trip, which appears AFTER the button to accept. If I'm not mistaken, there have been lawsuits by people against companies who used to do that, which is why now most companies force people to read the entire information, or at least scrow down the entire information before clicking the "accept" button. Third, when I tried to check in, my last name, as well as my husband's last name were incorrect, and your system had changed them and put all of our last names together. Again, one more evidence that our information WAS IN FACT CHANGED either by your system or by one of your agents and/or employees.I was able to find extensive evidence online about other people's experience with your business, when they had similar experiences to mine, and had their information changed by your company. I'm pretty sure you sold me a ticket to a sold out trip, and as a result, instead of informing me about it, you just changed my trip without consulting me. Even one of the employees from [redacted] said that although they couldn't change anything on the reservation because I unfortunately had it done through your business, he said that the reservation was strange and had several mistakes!
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:1) The following mis-statement of facts are written in the response:"Due to the high call volume, Dr. [redacted] did not want to remain on hold while our agent obtain a waiver from the airlines to issue a refund."Rather, I described in detail what sequence occurred.  There was not one statement by me as to not being willing to wait.  In fact, as I described, I was on the phone with Orbitz for more than 2 hours - and I have that recorded.2) $624.00 is not the total amount spent on the airfare - it was over $1,000 as I detailed.  From Orbitz response, after indicating that they COULD not refund the return fare - they then say they are refunding $624.00 - which is less than the more than $1,000 total airfare purchased.   If they actually do mean that they are refunding a REMAINDER of the full airfare of over $1,000 which will result in a FULL refund - which I also detailed the representative promised to me - then that is a more complete resolution. Again, as I said - I have the call recorded - and there was NO indication from me that I was not willing to wait.  That is an utterly false statement.   Instead - they put me on hold where I waited for very long periods of time - only to be disconnected and then receive calls back - two times - from a call system so flawed that two way communication was not possible (which I described) and to which calls back to that number were also not able to connect.  This is a degree of customer inaccessibility to resolution that I am describing over and above my concern about receiving a full refund.  But I will settle for a completely clear statement that the FULL amount of the FULL purchase has been refunded, not merely a portion. Thank you. [redacted]  
[redacted]

The terrms of the insurance were only made clear after the purchase. FRAUD!!!!!
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]