Orbitz

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]

June 22, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O-[redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our 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 Koren [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from Ms. [redacted]’s complaint she is requesting her changed flights to be confirmed.Our records indicate on April 30, 2016 the customer self-booked a round trip flight reservation for one adult. The customers flights were operated by [redacted] Airlines, they were scheduled to depart from Los Angeles, CA to Kathmandu on November 3, 2016 and return on November 13, 2016.We are able to confirm that this issue was resolved as of June 6, 2016 when the customers flights were successfully exchanged and the tickets were reissued. We are able to confirm that the additional charges sustained for changing the flight were authorizations therefore they were not debited to the customer’s credit card account. We would like to apologize for the inconvenience Ms. [redacted] may have experienced, and for any lack of service he received while trying to resolve this issue.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 30, 2017   Revdex.com Chicago, Illinois 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 case number [redacted] regarding the Orbitz account.  We understand Mr. [redacted] is requesting that Orbitz close his account. On August 26, 2017, we received receipt of the Revdex.com complaint.   Our records reflect on June 11, 2017, the customer contacted Orbitz cancel the reservation. The customer advised that he did not authorize the charge for the booking. Orbitz advised the customer to contact his financial institution to dispute the charge. The customer requested to close his Orbitz account.   In reviewing the account, Orbitz is currently working on the customer’s request. The customer would be contacted once Orbitz is able to close the account. Please note at this time, no new reservations will be able to be booked using the customer’s account.     We thank you for allowing us the opportunity to address the issues that were brought to our attention.   Sincerely,   [redacted] Corporate Customer Service

March 23, 2017
 
Revdex.com
Complaint Department - Orbitz
 
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 the best price guarantee refund request. 
 
Our records show on March 10, 2017, Mr. [redacted] self-booked an Orbitz.com flight reservation via booking number [redacted], traveling on August 25, 2017, in the amount of $1,011.41. We understand from the customer’s complaint, he found a lower price of $888.41 and a best price guarantee application was submitted. Mr. [redacted] also stated Orbitz is not complying with the best price guarantee rules and is requesting a refund and compensation for all the issues encountered with claim.
 
Upon researching Mr. [redacted] complaint we can confirm on March 14, 2017 a Best Price Guarantee claim was approve and an email correspondence was sent to the customer advising as per the Best Price Guarantee’s terms and conditions, in order for a refund of the difference for an approved claim to be provided, travel must be completed. Mr. [redacted] was also advised a refund of $123.00 and a $50.00 Orbucks would be provided within 3 to 4 week after travel is completed. Based on the information provided above, we are unable to honor Mr. [redacted] refund request.
 
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

October 25, 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 emails. We understand from the customers complaint they are requesting a stop to daily emails.Our records indicate on September 20, 2016 the customer booked a package reservation through Orbitz.com. Upon booking this reservation the customer registered their email address for a permanent account. As of October 22, 2016 Orbitz has requested to remove the email address from receiving promotional email.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 9, 2017Revdex.comComplaint Department – OrbitzRe: Orbitz Case #[redacted]
Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our 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 for his flight reservation.Our records indicate on September 12, 2017 the customer self-booked a round-trip flight reservation on Orbitz.com for one traveler. The flight reservation was operated by [redacted] Airways with flights departing from Asuncion to Dakar on September 15, 2017 and returning on September 23, 2017.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. As Air India was the merchant of record and the company that charged the customer’s credit card, we have to abide by their rules and regulations.Via the customers complaint we understand that the customer is requesting a “refund of an airline ticket, cancelled within 24 hours after booking” Per our records we can confirm that you were unable to successfully contact Orbitz customer service 24 hours after booking. Due to this the reservation was not canceled. We understand that there can be long wait times due to natural disasters or other unforeseen issues. Due to this we provide customers the option to cancel flights online through their Orbitz account. We can verify that the customer did not  cancel the reservation online, through our customer service, or directly with the airlines within 24 hours of purchase. As Mr. [redacted]’s reservation was not canceled at all the reservation was marked as a “no-show” with [redacted] Airways. Due to this the airlines refused to process a refund for the customers reservation therefore we are unable to offer any compensation for this matter.We sincerely regret that we are unable to offer a more satisfactory response or resolution to your 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 Mr. [redacted] 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]Corporate Customer Service

Dear Sharon, The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you further. It is my understanding that you are upset with the service you received when you called our service department to cancel your reservation due to the death of your family...

member. I appreciate the opportunity to review your account and respond to your concerns. On behalf of Orbitz, we are very sorry to hear about the loss of your loved one. Orbitz strives to provide the best possible customer service, and I regret that in this case, we fell short of our goal. After reviewing your account, I do show the canceled reservation under record locator PBORB1943737404. Per the terms and conditions placed on this ticket by Air France; you still have a credit to use for future travel. The reservation has to be used by the same traveler and on the same airline. You must rebook prior to June 30, 2016. You will also be responsible for the airline penalty fee of $300 plus fare difference. As a one-time courtesy, we will waive our $30 processing fee, and this information will be noted in your account. Unfortunately, we are unable t offer a refund, because the ticket is non-refundable. Sharon, thank you for allowing me to review this with you. We appreciate your business, and we hope to have an opportunity to serve you in the future. Sincerely, Jeanna [redacted] Orbitz Customer Relations Chicago, IL

Revdex.com
Orbitz- Complaint Department
 
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 their reservations.
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.
Again, 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,
Tier 3 Customer Service

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.
However, Orbitz is asking me to provide back-up documentation for a hotel reservation they have and a hotel relocation they made for me.  They obviously have access to all that information because it's their information.  Regardless, the original Orbitz Reservation Itinerary Number is [redacted], for $759.36.  The Orbitz Relocation Itinerary Number is [redacted] for $1,118.28.  The difference is $358.92.I want to add to the resolution that relocating in the [redacted] was not an upgrade as the Orbitz Relocation Agent kept insisting.  This hotel is less or equal to the original hotel.  The price difference was because arrival date was within a week and this was a very busy in the Columbia, South Carolina area. That's why I booked six months in advance.Sincerely, 
[redacted]

June 27, 2017
 
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
 
Re: Orbitz Case #[redacted]
*
Dear Revdex.com,
 
Thank you for taking the time to contact Orbitz, Inc. 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, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Orbitz, Inc. is responding to the consumer complaint from Mr. [redacted] (Revdex.com case number [redacted]) regarding a question regarding a refund of a cancelled flight.
 
Our records reflect the itinerary [redacted], which the customer mentioned, was flown on May 7, 2017 from Mumbai to Delhi, India.  We do not see a cancelled flight with Orbitz under his name or the email supplied.  However, Mr. [redacted] should have been given the following information if he cancelled a previous flight.
 
Orbitz acts only as a third party booking intermediary for airline companies.  The airline the customer books on is the merchant of record and the entity that charges the customer’s credit card.  When a cancellation is made, the airline is the refunding party and airline refunds can take up to three billing cycles.  However, the airline’s fare rules of the flight being cancelled determine what the airline will offer in terms of refunds and/or future flight credits.  Orbitz does not set the fare rules or determine what part of a customer’s flight is refundable or will be held by the airline as a future flight credit.  Only the merchant airline sets those terms and they are agreed to by the customer when they book a particular flight.  The customer is provided the fare rules for their flight during booking and also once the flight is ticketed. 
 
Because this is a past date flight, the most accurate and expedient way for the customer to determine whether he has a refund of flight credit available, is to contact our customer service agent and ask that they check on this information for him with the airline, or he may contact the airline directly and ask for information on a past date cancelled flight and provide the ticket number.  The airlines will provide the information to the customer and if they are making a refund, can tell the customer exactly where that refund is in their process and what timeline he can expect.  As Orbitz does not process flight refunds, we can only provide the correct information by contacting the airlines also.
 
We regret any miscommunication that may have happened regarding the customer’s flights and possible refunds and hope the above information will clarify and assist in his finding the answer to his questions. 
 
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 Corporate Customer Service

April 05, 2018 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 hotel booking. Our records show on January 02, 2018, Mrs. [redacted] self-booked an Orbitz.com package reservation on our website via booking number [redacted], with a check-in date of April 08, 2018. The total amount paid for the hotel portion was USD$1700.65. We understand from Mrs[redacted] complaint, she believed the hotel portion was for an all-inclusive room and included transportation from and to the airport. Mrs. [redacted] is now requesting we provide credit or a refund for the hotel portion of the package in the amount of$1700.65 so she may rebook. Upon researching the customer’s complaint, we can confirm that when the customer booked the hotel reservation this was a room that is not all-inclusive. The customer has since made several calls to Orbitz on March 13, 14, 16, 21 and 23rd and advised the same. From our research we have been able to confirm that the transportation information was not fully displayed. Because of this Mrs. [redacted] has been advised by Orbitz that the charge she incurs from transportation, which may be up to $500 can be refunded with proof of the receipt after the trip by contacting us by phone. This was documented on the customers case [redacted]. Nothing further will be provided in the form or a credit or refund for the hotel component. Orbitz’s goal is to provide an exceptional customer experience. We do regret any inconvenience Mrs. [redacted] has encountered in resolving this matter. We do suggest that in the future Mrs. [redacted] be mindful of the hotel penalty period for any booking as some may be fully refundable. Also, Mrs. [redacted] may contact us if she has any doubts regarding the reservation. 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 Care

October 12, 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 Pam [redacted] (Revdex.com complaint [redacted] regarding a refund request for a flight reservation. Our records show on September 24, 2017, Ms. [redacted] self-booked an Orbitz.com airline reservation via booking number [redacted], with a trip start date of September 30th, 2017. Ms. [redacted] also booked a second airline reservation on September 25, 2017, with the same destination via booking number [redacted]. On September 25th Ms. [redacted] canceled the first itinerary ([redacted]) and since it was canceled within 24 hours of the booking time her payment was refunded. We understand from Ms. [redacted]’s complaint, she called on September 28, to cancel an itinerary. During the call the customer enters the old itinerary on the automated system. The agent who assists the customer then advises that the itinerary has already been canceled and that we will refund her insurance charge on the first itinerary for $23.00. Ms. [redacted] does not mention she had previously booked two itineraries at two different dates nor that she would like to also cancel itinerary number [redacted]. Ms. [redacted] is requesting a refund of the ticket in the amount of $432.70, and a refund for the $31.00 for the insurance charge. Upon researching the customer’s complaint, we can confirm that Ms. [redacted] at no time specifically asked that the 2nd itinerary ([redacted]) be canceled. We would also like to inform Ms. [redacted] that the insurance she purchased covers only certain conditions. As outlined on the information she saw online this means not being able to fly due to a medical emergency or family member’s, traveling companions, or business partner’s sickness, injury or death or Other Covered Events as defined, that occur(s) before departure on the covered trip. Furthermore the date of the call the customer made was September 28th, 2017, a full three days after the reservation was made. As previously mentioned the reservation would have had to be canceled within 24 hours of the booking time in order to be refunded. [redacted] goal is to provide an exceptional customer experience. As you may know, [redacted] acts as an independent agent for reservations for airlines, car rental companies, and hotels. We are unable to refund a ticket which per the airline was not used or partially used according to the airlines fare rules. 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 Ms. [redacted] has encountered in resolving this matter. Based on the information provided above, 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: this is ABSURD. Your agent from ORBITZ's foreign call center did not do it right so I got the funds more than 2 weeks later rather than the 2-3 days advertised on your site if you cancel within 24 hours. I have my money now and will do everything in my power to make sure nobody I know and my company NEVER uses orbitz. You are a scam and this is crazy. Get some native english speakers and more apologetic and helpful agents. It should not take more than 5 hours of my time to get a simple refund. 
Sincerely,
[redacted]