Orbitz

Complaint: [redacted]
I am rejecting this response because the issue is still unresolved.Ms. [redacted]Thanks for the update.
Sincerely,
David [redacted]

July 11, 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 a full refund for their hotel reservations. Our records indicate that on June 2, 2016, the customer booked hotel reservations – itinerary [redacted] – using the self-service tool on the Orbitz website. Hotel accommodations were at the [redacted] Inn Fairgrounds, checking in June 3, 2016, for one night.Upon further research, we were able to confirm that on June 23, 2016, Orbitz processed a full refund of $55.20 back to Ms. [redacted] original form of payment and 6.92 in Orbucks was credited to her Orbitz account. The amount of time it takes to receive a refund depends upon the length of time it takes her credit card company to process refunds.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

September 27, 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 credit for a future flight.Our records indicate on September 2, 2016 the customer self-booked a round trip flight reservation on Orbitz.com. The flight reservation was operated by [redacted] with flights departing from Atlanta, GA to San Diego, CA on September 17, 2016, and returning on September 24, 2016.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. 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 and non-changeableOn September 16, 2016 the customer called Orbtiz to change her flight. Per documentation when the customer was advised at that time that if she would like to change her ticket she will have to sustain a change fee of $200 to utilize the rest of the credit for the ticket. We apologize about the misinformation that was provided by our agent.On September 27, 2016 Orbitz reached out to [redacted] and confirmed that Ms. [redacted] was able to change her flight reservation without sustaining a change penalty fee due to providing medical documentation. Once again, we would like to apologize for the inconvenience you have experienced, and our regrets that we were unable to offer you a more satisfactory solution to this problem. It is disheartening when our clients feel that we have not met the standards to which we hold our organization and employees, as we attempt to provide the most efficient, quality service available.Despite the customers recent experience, we do value his business. Orbitz is willing to issued a $75 Orbitz Travel Coupon to use on a future trip, due to the inconveniences. This coupon is valid towards the future purchase of an E-Special Rate hotel reservation, either as a stand-alone hotel or in a vacation package. The coupon will appear in the booking path for the next qualified reservation, and it is valid until one year from the date of this letter.As the customer doesn't have a permanent account we are unable to provide the coupon at this time. We request that Ms. [redacted] create a permanent account and respond to the Revdex.com providing an email address to the new account. Upon doing this we will issue a $75 coupon to the customers permanent account.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 4, 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 they are unhappy about a submitted best price guarantee claim.Our records indicate on October 29, 2016 the customer self-booked a hotel reservation for two travelers using Orbitz.com. The customer purchased a one night hotel reservation at [redacted] Johnson Express Inn - [redacted] checking in on November 24, 2016 and checking out on November 25, 2016.Starting on October 29, 2016 the customer submitted multiple BPG claims. After reviewing the claims we understand that all 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 October 29, 2016 we are able to validate the customers claim. As of November 4, 2016 Orbitz has submitted a refund of $0.54. 50 Orbucks was also added to the customer’s account.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

July 21, 2016Revdex.comComplaint 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 Brian [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from the customers complaint she is requesting a refund of the residual flight credit.Our records indicate on May 9, 2016 the customer self-booked two one-way flight reservation using Orbitz.com for two travelers. The departing flights were operated by [redacted] Airways, with flights from New York, NY to St. Maarten departing on May 26, 2016. The return flights were operated by [redacted] Airways, with flights from St. Maarten to New York, NY returning on May 30, 2016.As per the terms of use within the supplier rules and restrictions:• 6. Orbitz may offer you the opportunity to book a reservation for a combination of two one—way tickets instead of a roundtrip ticket. Combined one-way tickets may provide a greater choice of flights, are often cheaper and can be combined on the same airline or on different airlines. Unlike roundtrip tickets, each one-way ticket is subject to its own rules, restrictions, and fees. If one of these flights is affected by an airline change (e.g. cancellation or rescheduling) that causes you to make changes to the other flight, you will be responsible for any fees incurred for making changes to the unaffected flight.As of May 24, 2016 the customer called customer service to cancel his flights. Per our records the customer called on June 13, 2016 to change her departure [redacted] ticket and her return [redacted] ticket. 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 documentation our agent called [redacted] and was provided a waiver code to change the customers flights without sustaining change fees. Based on the fare rules agreed upon by Mr. [redacted] at the time of purchase the ticket is non-refundable.As an effort to advocate on the customers behalf we contacted [redacted]. They advised us that they have taken over the customers one-way departure tickets. The customer now holds a total of $991.80 ($495.90 per ticket) worth of credit within his [redacted] “TrueBlue” account. This credit  may be redeemed online or through [redacted]s customer service. In regards to the customers one-way return tickets we are able to verify that on June 13, 2016 the passengers new tickets were cheaper than their original tickets. Due to this there was a residual credit (MCO) of $449.17 per ticket. After further research we are able to confirm that the customer does have an active MCO under numbers [redacted]. When the customer is ready to utilize this credit, we suggest that the customer contact our customer service department and provide case number [redacted]We would like to apologize for the inconvenience Mr. [redacted] may have experienced, and for any lack of service he received while trying to resolve this issue. Despite his recent experience, we do value his business. Orbitz provided the customer with two $100 Orbitz Travel Coupons for use on a future trip. These coupons are valid towards the future purchases of an E-Special Rate hotel reservations, either as a stand-alone hotels or in a vacation packages. These coupons will appear in the booking path for the next qualified reservation, and it is valid until one year from the date of this letter.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

March 22, 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 full refund of his flight reservation.Our records indicate that on December 23, 2016 the customer self-booked a round-trip flight reservation for one traveler. The customers flights were operated by [redacted] Airlines, departing from Newark, NJ to Tulsa, OK on December 24, 2016 and returning on December 30, 2017 from Tulsa, OK to Newark, NJ.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.On December 23, 2016 the customer contacted our customer service department multiple times for assistance in regards to his flight change. Our records reflect that the agent that changed the customers flights did not change the first leg of the customers flight. Do to that the customers new ticket did not have a flight departing on December 24, 2016 from Newark, NJ to Detroit, MI.We apologize for any inconvenience this lapse in time may have caused you. We would also like to apologize for the customer service issues you experienced in trying to change your reservation. We would like you 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 investigation we are happy to see that on December 23, 2016 a corporate customer service agent was able to purchase a new departure flight at no cost to Mr. [redacted]. As Mr. [redacted] was able to fully use both flights on both itineraries we are unable to authorize a full refund of his reservation.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 24, 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 their recent flight 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

June 27, 2017   Revdex.com Chicago, Illinois Complaint Department Re: Orbitz.com Case #[redacted]   Dear Revdex.com,     Thank you for taking the time to contact Orbitz.com 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.com is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.   Orbitz.com is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a hotel reservation.  We understand Mr. [redacted] is requesting a refund. On June 24, 2017, we received receipt of the Revdex.com complaint.   Our records reflect on March 28, 2017, the customer self-booked a package reservation. Travel was on Delta Airlines, departing June 13, 2017, from New York to San Juan, Puerto Rico; and returning on June 18, 2017, from San Juan, Puerto Rico to New York. The package includes a hotel stay at the Wyndham Garden Palmas Del Mar with two rooms, via itinerary number [redacted] The customer is stating that they booked the all-inclusive room type for both rooms; however once at the hotel the customer did not receive the room type.   Upon further researching this matter, we can confirm on June 13, 2017, the customer contacted Orbitz.com advising that the room types were not all-inclusive. The customer advised that the hotel would allow the customer to be upgraded for the all-inclusive; however the hotel would impose a fee of $240.00 per person. Orbitz.com advised the customer that the room type that was selected was the traditional room with one king bed for each room.   Orbitz.com advised the customer that the information was provided to the customer at the time of the booking and that the emailed confirmation that was sent did provide this information as well.   Orbitz.com does not offer the all-inclusive room type to be booked on our site; this room type can only be booked directly with the hotel.     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.   Based on the above, Orbitz.com is unable to honor the request for the refund.   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, 2017Revdex.comComplaint Department – OrbitzRe: 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.Once again, we would like to apologize for the inconvenience you have experienced, and our regrets that we are unable to offer you a more satisfactory solution to this problem. It is disheartening when our clients feel that we have not met the standards to which we hold our organization and employees, as we attempt to provide the most efficient, quality service available.As previously advised we are able to verify that no additional charges were incurred when changing Mr. [redacted]’s ticket. A corporate customer service agent was able to purchase a new departure flight at no cost to Mr. [redacted]. As Mr. [redacted] was able to fully use both flights on both itineraries we are unable to authorize a full refund of his reservation. Due to this we are unable to authorize any additional compensation. We thank you for allowing us to address this matter further. 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 ridiculous! Orbitz did not contact [redacted] Airways contacted them because the agent [redacted] called the number for me! [redacted] Airways couldn't make any changes because Orbitz had a lock on the reservation!!! This is a lie on the part of Orbitz! Upu are a third party in charge of the reservation and wouldn't allow [redacted] Airways to help me in any way not even to pay a change fee! Orbitz has put in in a bad financial position ! I want my money back and you should be reimbursing me for the new tickets I had to purchase! My next step is contacting the news!
Sincerely,
[redacted]

Initial Business Response /* (1000, 10, 2015/07/28) */
Dear Ms.[redacted]
The Revdex.com has shared your recent correspondence pertaining to a package booking that was made recently on our website. I appreciate the opportunity to review your account and respond to your concerns. My...

understanding is that you are stating there was a website error when the booking was made which then reflected incorrect dates for the hotel reservation. You contacted Orbitz, and an agent named [redacted] stated that you would be given a $50.00 or $100.00 future travel credit. When you contacted us back, the second person, a manager named Matthew stated he could not see any notation that credits were offered.
On behalf of Orbitz, I apologize for any inconvenience. In review of the booking, this was self-booked,
the dates that were booked, would have to be entered by the person making the reservation.
I have reviewed our records, and I do show that a future travel voucher for $100.00 was issued to you.
Here are the instructions for redeeming the 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 XXXXXXX and my letter offering the $100.00 future travel voucher in your request. Orbitz will then issue a credit to the card used for the new booking. This offer is valid for one year from the date of this letter, until July 27, 2016.
Thank you for the opportunity to review this matter with you. Please be assured we value your business and look forward to serving you in the future with your travel planning needs.
Sincerely,
[redacted]
Orbitz Customer Relations

July 4, 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 a hotel reservation.  We understand Mr. [redacted] is requesting compensation.  On July 3, 2017, we received receipt of the Revdex.com complaint.   Our records reflect July 2, 2017; the customer self-booked a pay later hotel reservation at the [redacted] Motor Inn, Myrtle Beach with a check-in date of July 2, 2017, and a check-out date of July 3, 2017, via itinerary number [redacted]. The customer is stating once at the hotel, the hotel did not have the reservation.   Upon further researching this matter, we can confirm on July 3, 2017, the customer contacted Orbitz advising that the hotel did not have any rooms available. Orbitz refunded the customer and offered to re-book the customer to a different hotel; however the customer declined to be re-booked.-   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.  Based on the above, Orbitz is unable able to honor the compensation/credit request.   We thank you for allowing us the opportunity to address the issues that were brought to our attention.    Sincerely,   [redacted] Corporate Customer Service

Complaint: [redacted]
I am rejecting this response because: It doesn't  satisfy the customer and clearly shows no concern for the customer. I am demanding some type of compensation for everything I have gone through with your company.
Sincerely,
[redacted]

September 13, 2017
 
Revdex.com
Orbitz.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 [redacted] (Revdex.com case number [redacted] regarding a refund request for a flight booking.
 
Our records reflect on September 2, 2017 the customer accessed Orbitz.com and self-booked itinerary [redacted] for a round trip flight departing on September 22, 2017 from Bismark, ND for Lawton, OK and retuning September 25, 2017 with [redacted] Airlines being the validating carrier and merchant of record who billed the customer’s credit card. 
 
The customer states he attempted to access Orbitz.com to cancel his flights within twenty-four hours of booking and was unsuccessful.  We are not able to verify attempts to log into our site, however we do show his first phone call to our company requesting to cancel his itinerary was received on the afternoon September 5, 2017 when our agent notes show Mr. [redacted] asked if he could still cancel his ticket and the agent provided that he was outside the initial cancellation window and his fare rules state that [redacted] Airlines will hold a credit for a year, which can be used with a $200.00 re-booking fee. 
 
If the customer was unable to access Orbitz website, our agents are available 24/7 and had he immediately contacted us, we would have been able to assist in cancelling his itinerary within the twenty-four hour cancellation window provide by the airlines, for a full refund. 
 
Orbitz acts only as a third party booking intermediary and as such we must abide by the terms and conditions of the vendors who offer their services on our site.  As Mr. [redacted] waited three days to call Orbitz and request our assistance in cancelling his tickets, we were required to follow [redacted] Airlines fare rules that the customer agreed to when booking his tickets.  As [redacted] Airlines is the merchant of record, any refund would be processed by them.  Regrettably, Orbitz is unable to provide any refund for this itinerary as [redacted] Airlines will enforce their terms for this purchase.
 
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

January 7, 2018
 
Revdex.com
Orbitz.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 Ms. [redacted] [redacted] (Revdex.com case number [redacted]) regarding a refund request of a cancelled flight itinerary.
 
Our records reflect self-booked itinerary #[redacted] for two combined one-way fares departing from New York, NY on January 4, 2017 to Los Angeles, CA aboard [redacted] Airlines and returning January 7, 2017 aboard [redacted] Airlines.  These fares, each being one way were billed individually by the validating carriers, [redacted] and [redacted]. 
Ms. [redacted] contacted Orbitz on December 25, 2017 to cancel the flights and the cancellation was processed by our agents, within the 24 hour free/refundable cancellation period the airlines allows for published airfare. 
Orbitz serves only 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.  Orbitz does not own, operate or otherwise run any travel services or companies. When booking on Orbitz.com customers agree to our Terms of Use, which states in part:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the [redacted] Companies or the [redacted] Affiliates. The [redacted] Companies and the [redacted] Affiliates 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 [redacted] Companies and the [redacted] Affiliates 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. 
As in this case, the airlines chosen are the Merchant of Record, which means they are the party that processed the charges on the customer’s credit card.  Any refund due must come from the airline and is provided on their timeline.  Orbitz has no ability to refund for airfare charged by the airline, nor can we alter their refund timeline.  In this instance, [redacted] did process an immediate refund, however, [redacted] Airlines did not and will do so on their normal refund schedule, which is most often within seven to ten business days, but can be up to two billing cycles.  Again, Orbitz has no control of their refund process.
 
Ms. [redacted] has been requesting that Orbitz provide her with a refund, but as Orbitz was only the booking intermediary and did not collect any funds from her, we are not able to agree to her request.  She will need to allow time for [redacted] Airlines to provide her refund.  She can access their website and track her refund or speak directly to their accounting department, providing her ticket number for their information on the refund expectation.
 
Orbitz regrets that we cannot offer more assistance in obtaining the refund, but we must abide by the processes of the vendors who offer services on our site.
 
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

February 24, 2018 Revdex.com Chicago and Norther Illinois Complaint DepartmentRE: 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 Xinli [redacted] (Revdex.com case number [redacted]) regarding a promotion. We understand Xinli [redacted] is requesting a refund.Our records show that Jianhua [redacted] or a person authorized for the account of Jianhua [redacted] booked through the Orbitz mobile site for a Trendy Suite with the Hanoi La Siesta Hotel Trendy, for one night checking in on January 27, 2018 for a total cost of $140.24. At the time of booking we can see that the person booking was viewing both a Trendy Deluxe room, and a Trendy Suite, with the same hotel. Both reservations had a promotion of 10% off applied which seems to be a promotion made by the hotel, and were for one night, with check in on January 27, 2018. No other promotions were applied to either room. The Trendy Deluxe room total cost displayed was $110.21, after taxes and fees, and the 10% off were all applied. The Trendy Suite total cost displayed was $140.24, after taxes and fees, and the 10% off were all applied. The person booking continue with the Trendy Suite for $140.24, completing the purchase. This is the hotel reservation that is the subject of this complaint. The billing provided prior to purchase showed the cost that was charged along with a breakdown of the suite’s base rate, and the taxes and fees total. By completing the booking the purchaser agreed to the amount paid as well as the terms of the reservation, and the website used to complete the purchase. As such Orbitz will not be able to provide the refund requested, and no refund or compensation will be provided for the booking.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,Denise [redacted]Corporate Customer Service

Complaint: [redacted]
I am rejecting this response because: I have yet received any confirmation of the new bookings that have been made for my mother and my nephew.  I would like an updated itinerary and confirmation # from Orbitz for the tickets that they have purchased.  I have used Orbitz for many years, the lack of communication with their customers when a problem arises is unacceptable if the communication was open there would be no need to file a complaint.  Please forward me the new itinerary and confirmation number for the tickets purchased. 
Sincerely,
[redacted]

Dear Mr. [redacted], The Revdex.com has shared with us your correspondence regarding your recent Orbitz experience. It is my understanding that when you booked your cruise reservations with Orbitz you were advised that if you canceled more than 120 days before departure there would be no...

penalty; however, when you called to cancel you were advised of a $200 total penalty to cancel. I appreciate the opportunity to respond to your concerns.   On behalf of Orbitz, I would like to apologize for any frustration this has caused you.   Please know we have processed a refund for the $200 penalty you were charged. The refund will appear back to the original form of payment within 7 to 10 business days.   Mr. [redacted], we appreciate your business and hope you will continue to use Orbitz in the future for your travel needs. Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

Dear Ms.
Vu, The RevDex.com has shared your recent correspondence pertaining to the
non-refundable stipulation regarding your airline tickets. I appreciate the
opportunity to review your account and respond to your concerns.From your
inquiry, you booked airline tickets on December...

6, 2014 for travel on December
23, 2014.  On December 18, 2014, you
contacted Orbitz Customer Service Agent to cancel your booking and were advised
the airline’s $100.00 change fee, $30.00 Orbitz service fee and plus any fare
difference when rebooking your tickets. 
On August 3, 2015, you contacted Orbitz Customer Service agent and used
the credits toward new bookings at lowest fare available on that day.  Also you were advised the fees of the
airline’s $100.00 change fee and $30.00 Orbitz service fee. And you agreed to the
terms, and your tickets were exchanged for your new dates and new tickets
reissued.    On
November 8, 2015, you contacted Orbitz Customer Service Agent to use the
remaining credit from your original tickets that you had exchanged on August
3.  The Orbitz Customer Service Agent
advised that you have no reminder credit and that your entire ticket values had
been used to rebook your new itinerary. 
Please let me explain how nonrefundable tickets work.  When you use a nonrefundable ticket towards a
new booking, the entire value of the ticket is applied to the new booking.  If the new fare is lower, most airlines do
not give out residuals.  In your case Sun
Country does not allow for residuals to be issued for future use.  This would be the same policy if the ticket
were booked with Orbitz or with the airlines directly. Please
understand that your original ticket price was $740.20 per ticket and your new
tickets that you exchanged were $614.20 per ticket.  If you had not used the ticket value of
$740.20, less the $130.00 change fee you, you would have had to purchase news
tickets for $614.20 and keep the original for future use if you were attempting
to use them towards a fare equal or greater, less the airline’s change fee and
any fare difference.  Also you go on to
say that you purchased a ticket for your father, and his fare was lower than
your new tickets.  Please understand
fares are subject to change at any time and based on availability. I apologize
for any inconvenience this may have caused. We are unable
to offer you a refund for your trip itinerary; however, as a gesture of our
sincerity, Orbitz will place 250 Loyalty points to your account.  These are available for you to use
immediately toward a prepaid qualifying hotel booking.  Ms. **,
thank you for bringing this matter to our attention.  We value your business, and hope you will
provide us with a future opportunity to restore your confidence in our products
and services.Sincerely,Luisa
[redacted]Orbitz
Customer RelationsChicago,
IL

July 3, 2017Revdex.comComplaint Department – OrbitzDear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret to hear Ms. [redacted] did not accept our response and/or resolution offered.After reviewing the information provided we are unable to locate any car rental reservation with confirmation number [redacted] Furthermore trip ID/order number [redacted] is not available within our system. Due to this we are unable to assist with this complaint any further. We thank you for allowing us to address this matter further. As this matter is unable to be resolved, we respectfully request the Revdex.com close this case.Sincerely,[redacted]Tier 3 Customer Service