Orbitz

May 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 the customers complaint they are unhappy about the price increase experienced while attempting to book a reservation. We strive to provide the highest level of customer service, and regret to hear of the price increase experienced during the customers recent booking attempt. Though we understand the public misconception, this was not a “bait and switch” as he referred to it and is a common occurrence for anybody searching for and booking a trip within the travel industry or through a travel agent as the customer did.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. We utilize a live inventory system for our flight reservations. The inventory is updated regularly as purchases are made and prices change. These updates are directly linked to the vendors availability. We regret if the customer felt the prices were not competitive. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Due to this we are unable to alter any prices that have changed within the system due to the Airlines availability.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,Hayden JacksonTier 3 Customer Service

Complaint Department     Re: Orbitz Case #: [redacted]   Dear Revdex.com,   Thank you for forwarding the Revdex.com consumer rebuttal from [redacted].  We regret to hear Mr. [redacted] did not accept our response and/or resolution offered.   As previously advised, on July 4, 2017, the customer contacted Orbitz advising that the hotel did not have any rooms available. Orbitz refunded the customer for $ 206.91 and offered to rebook the customer to a different hotel; however the customer declined to be rebooked.   Furthermore, when finalizing the reservation on Orbitz, the customer agreed to Orbitz’s Terms of Use. The Orbitz Terms of Use explicitly state as follows:    The carriers, hotels and other suppliers providing travel or other services are independent contractors and not agents or employees of the Orbitz Companies. Orbitz Companies are 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 therefrom. Orbitz Companies have 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 have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.   In no event shall the Orbitz Companies, the Orbitz Partners and/or their respective suppliers be liable for any direct, indirect, punitive, incidental, special or consequential damages arising out of, or in any way connected with, your access to, display of or use of this Website or with the delay or inability to access, display or use this Website (including, but not limited to, your reliance upon opinions appearing on this Website; any computer viruses, information, software, linked sites, products and services obtaining through this Website; or otherwise arising out of the access to, display of or use of this Website) whether based on a theory of negligence, contract, tort, strict liability, consumer protect protection statutes, or otherwise, and even if the Orbitz   Companies, the Orbitz Partners and/or their respective suppliers have been advised of the possibility of such damages.   Orbitz is not liable for any costs incurred due to hotel relocation. Orbitz is unable able to honor the compensation/credit request   Orbitz request that the Revdex.com advises the customer, we consider this issue as closed and will no longer address this issue any further. We thank you for allowing us to address this matter further.     Sincerely,   [redacted] Corporate Customer Service

Dear [redacted], The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you further. It is my understanding that you needed to cancel your reservation, but you were not able to speak with anyone at Orbitz for assistance. I appreciate the opportunity to review...

and respond to your concerns. On behalf of Orbitz, I apologize for the disappointing experience and the inconvenience this caused you. Please know as a travel agency, most airlines do give us the option to void a nonrefundable ticket within a specific time period in case there are errors made. This is a courtesy we make available to our customers. However, the time period is very strict, and once the time has passed; we can no longer offer this service. Throughout the booking process, we post a banner of how long you have to take advantage of this service. For your reservation; you would have needed to cancel before 10P CT on Jan 22, 2016. If the reservation is not canceled by the deadline; the reservation is reported to the airline, and the airline fare rules become effective. Per [redacted] Airlines; this ticket is non-refundable. If you are unable to reach anyone in Customer Service Department; you also have the option of canceling the reservation on the website under your “My Trips.” [redacted], we certainly regret to hear of your disappointment. However, we make every effort to ensure our customers are aware of the courtesy cancellation time period. You are truly a value customer, and we hope to have an opportunity to serve you in the future. Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

Complaint: [redacted]
I am rejecting this response because:It is false because I called both orbits and the airline right after the notification and spent hours on the phone to be told that everything was fine and taken care of. I called again before the flight multiple times to be told again and again there was no issue and my ticket was valid only to arrive at the airport and was involuntary bump from my flight. It's orbits responsibility to compensate us as per the federal guidelines for us being bumped off our flight because of their negligence. 
Sincerely,
[redacted]

August 3, 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 Jeanie Brand (Revdex.com case number [redacted]) regarding a flight reservation.  We understand Ms. [redacted] is requesting Orbitz change the flight. On July 29, 2017, we received receipt of the Revdex.com complaint.   Our records reflect on February 1, 2017, the customer self-booked a flight reservation. Travel is on Qatar Airways, departing August 3, 2017, from Washington to Nairobi, Kenya; and returning on August 11, 2017, from Nairobi, Kenya to Washington, via itinerary number [redacted]. The customer is stating due to an airline schedule change, the customer contacted Orbitz. The customer is stating that Orbitz exchanged the flight; however the routing for the return was incorrect.       Upon further researching this matter, we can confirm on July 27, 2017, the customer contacted Orbitz due to the airline schedule change. The customer advised that they did not agree on the flight option provided by the airline. Orbitz contacted the airline; they provided another flight option. Orbitz advised the customer, who agreed on the flight. Orbitz processed the exchange.   On July 28, 2017, the customer contacted Orbitz advising that the previous agent who assisted them exchanging the flight made an error with the routing. The customer advised that the return should be in Washington and not in Houston, Texas. Orbitz advised the customer we would need to review the call recoding.   In reviewing the account, on July 31, 2017, Orbitz resolved the customer’s complaint by correcting the flight without any additional cost to the customer. The travel is active for August 3, 2017, and the flight information is departing August 3, 2017, from Washington to Nairobi, Kenya; and returning on August 11, 2017, from Nairobi, Kenya to Washington, via itinerary number [redacted].   We apologize for any inconvenience this may have caused and would like to assure the customer that their business is important to us.   We thank you for allowing us the opportunity to address the issues that were brought to our attention.    Sincerely,   [redacted] Corporate Customer Service

Dear Ms. [redacted] The Revdex.com has shared with us your recent correspondence regarding your experience with Orbitz. It is my understanding you wish to make a change to your Orbitz confirmation number PBORB-842-940-770.  I appreciate the opportunity to review your account and...

respond to you.As I have previously advised you via our email exchange, I found that you booked your flight and chose the return on November 26.  We certainly understand that mistakes can be made especially on the website. However, we show the flights that were confirmed are the flights that were requested at the time of booking.  As an agency, Orbitz is required to follow the airline’s change fee policy.Furthermore, I found that you contacted American Airlines to make changes to your booking.  Orbitz no longer had control over your booking.  Any further changes or requests would need to be directed with American Airlines. As we no longer have access to the new tickets issued, your “My Trips” may not update properly.  You would need to contact American Airlines for any further changes or concerns regarding your flights.  Ms. [redacted] we know this is not the answer you had hoped for, and we apologize for any inconvenience this may have caused.  We appreciate your business, and we hope you will provide us with a future opportunity to serve you in the future with your travel needs.Sincerely, Luisa [redacted]Orbitz Customer RelationsChicago, IL

July 14, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O-[redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have been...

brought to our attention.  Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding flight reservations. We understand the customer is requesting that Orbitz process a refund for the [redacted] Airlines portion of her flight itinerary [redacted].Our records indicate that on May 23, 2016, the customer booked combined one way fare flight reservations – itinerary [redacted] – using the self-service tool on the Orbitz website. Travel on June 4, 2016, was on [redacted] Airlines, departing from Minneapolis, Minnesota to Los Angeles, California. Travel on June 8, 2016, was on [redacted] Airlines, departing from Los Angeles, California to Minneapolis, Minnesota, for two passengers.Upon further research, on July 14, 2016, Orbitz confirmed with [redacted] Airlines that a refund had been processed on July 9, 2016, by [redacted] Airlines. The amount of time it takes to receive a refund depends upon the length of time it takes both [redacted] Airlines and their credit card company to process refunds. 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. [redacted] Airlines and [redacted] Airlines were the operating carriers and merchants of record (the entities that received the customer’s funds and the companies that charged their credit card). Any change fees are set and collected by the airlines. 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 [redacted] Airlines and [redacted] Airlines. Please accept our apologies in regards to Ms. [redacted] recent travel experience. We regret any inconvenience that may have occurred and would like to assure her that your business is important to us. Despite her recent experience, we encourage her to continue to use Orbitz for your future travel arrangements.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

Dear Ms. [redacted] The Revdex.com has shared with us your recent correspondence regarding your experience with Orbitz. It is my understanding that you are requesting a refund for your stay at the Melia Tropical All Inclusive from September 12-14, 2014. I appreciate the opportunity to...

review your account and respond to you. On behalf of Orbitz, I would like to apologize for any frustration this has caused you. Please know that we do regret your disappointment; however, we have contacted the property on several occasions and a refund has not been granted. Unfortunately, as Orbitz has been charged in full for your bookings, and we are unable to offer a refund. Nevertheless, we do value you as a customer, and as a gesture of sincerity for your disappointing experience we have added $332.50 in Orbucks to your account. They are valid until January 20, 2017 and are available to be used towards your next qualifying prepaid hotel booking. Ms. [redacted] we appreciate your business and hope you will continue to use Orbitz in the future for your travel needs. Sincerely, Shalon [redacted] Orbitz Customer Relations Chicago, IL

Dear [redacted], Thank you for the follow-up response. Again, I do apologize for your continued disservice with Orbitz. We certainly empathize with the inconveniences you encountered. However, we feel that Orbitz disclosed all correct pertinent travel information regarding your itinerary at the time of booking. As Orbitz is a US based company; all the fares on our website are in USD unless otherwise noted. The reservation was canceled and refunded, minus the refund penalty.As the funds for the tickets are with WestJet and not Orbitz; we are unable to honor your request to have the refund penalty refunded. [redacted], thank you again for allowing me to review this with you.Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

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.
Thank you for understanding and providing me the credit.
Sincerely,
[redacted]

June 10, 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 for her canceled flight reservation.Our records indicate on March 27, 2017 the customer self-booked a round trip flight reservation on Orbitz.com. The flight reservation was operated by [redacted], with flights departing from Toronto to Nashville on June 17, 2017, and returning on June 24, 2017. The customer also purchased a “Flight Total Protection Plan.”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 [redacted] was the merchant of record and the company that charged the customer’s credit card, we have to abide by their rules and regulations. Based on the fare rules the customer agreed to at the time of booking, the tickets were non-refundable with a change penalty fee of $100 per passenger would be charged. In addition, the customer would be responsible for any difference in fare. Due to the above we are unable to refund the customers ticket.Orbitz offers the “Flight Total Protection Plan” so our customers can have the ability to be reimbursed for the cost of flight interrupted for covered reasons such as illness of a family member. Please review the summary of coverages below:Pre-Departure Trip Cancellation:We will pay a Pre-Departure Trip Cancellation Benefit, up to the amount in the Schedule, if you are prevented from taking your Covered Trip due to your, an Immediate Family Member’s, Traveling Companion’s, or Business Partner’s Sickness, Injury or death or Other Covered Events as defined, that occur(s) before departure on your Covered Trip. The Sickness or Injury must: a) commence while your coverage is in effect under the plan; b) require the examination and treatment by a Physician at the time the Covered Trip is cancelled; and c) in the written opinion of the treating Physician, be so disabling as to prevent you from taking your Covered Trip.If the customer is seeking further compensation we suggest she await a response from the insurance company. [redacted] Travel is our administrator for assistance and can be reached by calling [redacted] or email: [redacted]@aon.com. Their office hours are 8:00 AM - 10:00 PM ET, Monday - Friday; 9:00 AM - 5:00 PM ET, Saturday.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

April 20, 2018
Revdex.com
Complaint Department- Orbitz
RE: Case number-[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 the opportunity to further clarity the comments and concerns which have been brought to our attention.
Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a refund for a canceled return flight reservation.
Our records reflect that on December 14, 2017, Mr. [redacted] self-booked a combinable one-way flight, departing on December 29, 2017 on [redacted] Airlines from Jacksonville, NC, to Louisville, KY and returning on [redacted] Airlines January 15, 2018.
We understand from Mr. [redacted] complaint that he canceled his return flight due to military reasons. The customer contacted Orbitz to request a refund for the canceled flight and we explained [redacted]’s cancelation policy. It was advised at the time of booking that that Mr. [redacted]’s flight with [redacted] was non-refundable, non-transferable and name changes were not allowed. The airline cancellation policy was provided on the customer’s flight itinerary. For one-way fares cancellations ticket is non-refundable. NOTE –Ticket has no value unless passenger cancels ticketed flight reservation prior to ticketed departure time. The airlines will charge a $200.00 reissue fee and difference in the new airfare (if applicable).
On January 13, 2018, our service representative suggested to Mrs. [redacted] to contact [redacted] to file an insurance claim. The terms and conditions of the policy were clearly defined on the customer online itinerary, as well as at the time of booking that the insurance benefits will cover a canceled flight due to sickness, injury or death of the insured. The cancellation insurance policy purchase does not cover flight cancellations due to military orders.
On March 26, 2018, Mrs. [redacted] contacted Orbitz to use the flight credits from Mr. [redacted] return ticket toward a new flight booking. Ms. [redacted] advised that AON denied the claim. We explained the cancellation policy to Mrs. [redacted] and recommended that she contact [redacted]'s Military Desk at [redacted] since the ticket was originally cancelled due to military orders. Mrs. [redacted] declined.
Since Mr. [redacted] booked the reservation online, we believed that the terms and conditions were reviewed and the details indicated on the itinerary page as both the acknowledgment and agreement are required prior to completing the purchase which states the following:
Additional terms and conditions will apply to the reservation and purchase of travel—related goods and services that were selected.
 
The customer agrees to pay any cancellation or change fees that you incur. The customer agreed to abide by the Terms of Use imposed with respect to your prepaid hotel reservations.
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Orbitz Companies or the Orbitz Partners. The Orbitz Companies and the Orbitz Partners are 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. The Orbitz Companies and the Orbitz Partners have 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.
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 travel 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.
On April 13, 2018, Orbitz issued a refund to the original form of payment in the amount of $156.30 as a one-time courtesy. As previous advised, allow 7-10 business days for the amount to reflect on Mr. [redacted] bank statement. Once 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 Customer Service

Complaint: [redacted]
I am rejecting this response because:   Orbitz did a three-way call with me on the phone prior and confirmed with a man that works at the resort that they would cancel this and never charge me .!!! there are notes in the system as they were having a hard time getting through to the resort and they finally they reached the main manager who confirmed he was not going to charge me but they charge me $2500 anyway and I never stayed at this resort 
Sincerely,
[redacted]

Dear M*. [redacted], The Better Bu*ine** Bureau ha**hared your recent corre*pondence with Orbitz *o that we may a**i*t you further. It i* my...

under*tanding that you encountered i**ue* while trying to confirm re*ervation* on our web*ite. You never received a confirmation, but your credit card wa* charged for four ticket*, when you only needed two. After *everal attempt*; you were able to get a refund for the duplicate ticket* minu* a $150 penalty. I appreciate the opportunity to review your account, and re*pond to your concern*. On behalf of Orbitz, I *incerely apologize for the di*appointing experience, and the inconvenience thi* ha* cau*ed. After reviewing your information, I wa* unable to locate a re*ervation with the email addre** u*ed to forward your corre*pondence. In order for u* to re*earch the i**ue* of what occurred; we will need the Orbitz booking number, the ticket number, and the email addre** for the re*ervation for which you received the refund, and we will be happy to review. *incerely, [redacted] Orbitz Cu*tomer Relation* Chicago, IL

January 10, 2018 Revdex.com Orbitz Complaint Department   Re: Orbitz Case #: [redacted] Dear Revdex.com,   Thank you for taking the time to contact Orbitz regarding an issue from our customer.  We appreciate the Revdex.com allowing us to address the comments and...

concerns which have been brought to our 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 you are seeking a refund for flights due to a pricing error. We researched this matter further and our records show a flight reservation departing from San Francisco, Ca to London, England, with a connection in Paris was booked via our website by Mr. [redacted] or an authorized user to their Orbitz account. Our records show the airlines did not honor the price due to a system error as a result no tickets were issued. The refund was processed on January 5. 2017 to card ending 2078 in the amount of $636.61 for itinerary number [redacted]; you should expect to receive your refund within 1 to 2 billing cycles, as the refund will be coming from Air [redacted]
[redacted]ave also submitted the refund request to the airlines and you should expect to refund in the amount of $636.61 as of January 10, 2018, please allow 1 to 2 billing cycles to see refund reflected back on to your account. We apologize for any inconvenience this may have caused. 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 the customers complaint she is unhappy her partners Orbucks not being applied to the booking.Our records indicate on September 1, 2016 the customer self-booked a hotel reservation for a one night stay at the [redacted] Inn by Wyndham Denver checking in on September 1, 2016 and checking out on September 2, 2016.After reviewing the customers step-by-step booking process we are able to confirm that the initial account that was signed into was the account under the name of Adrian. When the user began to search for hotels they were no longer signed into their account. After sifting through multiple hotels and checking the prices we are able to confirm that for each checkout page the total amount displayed for the [redacted] Inn by Wyndham Denver was $136.90. When booking the reservation we are able to verify that there was no account signed in. Through our system we are able to verify that the reservation was booked under the account with the name [redacted] We apologize about the inconvenience of the reservation being booked under [redacted] account. We would like to advise the customer that even though Orbitz’s website does not provide an option to save account information there is a possibility of her account information being saved under her browser settings therefore pre-populating. As the individual booking the reservation agreed to the price of the reservation prior to inputting the credit card details. We are unable to authorize a refund of the customers reservation.If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,[redacted]Tier 3 Customer Service

Tell us why here...January 18, 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 Brett [redacted] (Revdex.com complaint [redacted]) regarding a refund request. Our records show on December 20, 2016, Mr. [redacted] booked an Orbitz.com airline reservation via booking number [redacted], with a trip start date of January 26th, 2017. We understand from Mr. [redacted] complaint, he was not advised of the correct price of the ticket and this caused him additional fees. Mr. [redacted] claims he did not agree to purchase the tickets at the total charged price of $224.18. Mr. Mr. [redacted] is requesting a refund for the amount of the booking due to the issues caused by wrong information provided and fees he has received from his financial institution. We have proceeded to process a full refund of $224.18. 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 he has encountered in resolving this matter. As a refund has been given to the customer and the issue has been resolved to Mr. [redacted] desired outcome, Orbitz considers this matter closed. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, [redacted] Tier 3 Customer Service

January 28, 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 package reservation. We understand from Ms. [redacted] complaint she is requesting credit on her current reservation due to the inconvenience experienced when booking the reservation.Our records indicate on January 12, 2017 the customer self- booked a package reservation for one traveler. The customer purchased a three night hotel reservation at the Treasure Island Hotel and Casino checking in on March 1, 2017, and checking out on March 4, 2017. The customers flights are operated by [redacted] Airlines, departing from Tampa, FL to Las Vegas, NV on March 1, 2017 and returning on March 4, 2017.Per Ms. [redacted] complaint she tried to book a package multiple times with different travel agencies. 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 Ms. [redacted]. We would also like to apologize for the customer service issues experienced in trying to obtain confirmation of her reservation and its associated charges. We would like Ms. [redacted] to know that every reservation is important to us and our main goal is to provide a smooth and pleasant experience to our members. At this time we are unable to offer any compensation due to the issue experienced.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

February 4, 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 Jacob [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from the customers complaint he is unhappy about the price increase experienced while attempting to book a reservation. Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. We utilize a live inventory system for our flight reservations. The inventory is updated regularly as purchases are made and prices change. These updates are directly linked to the vendors availability. We regret if the customer felt the prices were not competitive. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Due to this we are unable to alter any prices that have changed within the system due to the Airlines availability.Orbitz strives to provide the highest level of customer experience and for that reason; the Orbitz website has recently undergone several upgrades that may be causing errors to occur. We regret that this upgrade may have caused frustration while researching travel arrangements, and that the service Mr. [redacted] has come to expect from Orbitz was less than satisfactory. At this time Orbitz is unable to purchase tickets for Mr. [redacted].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

August 19, 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 a site error.Our records indicate on August 2, 2016 the customer called Orbitz due to being charged for Frontier flights that she was unaware was purchased. We can confirm that this matter was resolved when the customer was refunded a total of $1,016.00. 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