Orbitz

August 5, 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 the customer is unhappy about not being able to utilize her hotel reservation.Our records indicate that on July 12, 2016 the customer self-booked a hotel reservation for two travelers using Orbitz.com. The customer purchased a one night hotel reservation at [redacted] Suites of Concord, checking in on July 18, 2016, and checking out on July 19, 2016.On July 18, 2016 the customer called customer service due to the hotel not being able to locate her hotel reservation. Per documentation the assisting agent called the hotel and was advised that due to the hotel being sold out the customer was not able to check-in. At Orbitz, we strive to provide the highest level of customer service, and it’s disheartening when one of our vendors does not work to meet that goal as well. We regret that Ms. [redacted] had a less-than-satisfactory experience when you stayed at the [redacted] Suites of Concord, and we hope that our relationship with her will not be negatively affected.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and the airlines and is subject to the rules and restrictions of those providers. At the time of booking, Ms. [redacted] agreed to the Terms of Use, which expressly provide as follows:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of Orbitz. Orbitz is not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. Orbitz has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

Initial Business Response /* (1000, 5, 2015/09/23) */
Dear Mr. [redacted]
The Revdex.com has shared your recent correspondence pertaining to seat allocations for tickets booked via the website. I appreciate the opportunity to review your account and respond to your concerns.
From your...

complaint, tickets were booked via the website on April 15, 2015 for travel on September 5, 2015. Initially, seats were allocated for specific flights; however, upon actually initiating the airlines' website; you were not provided the precise seats; you were asked to pay additional costs in order to be accommodated. You believe that Orbitz should have a better system in place regarding seat allocation. You feel that as a travel agency, Orbitz has the authority to control the seat maps which are provided by the specific airlines. Furthermore; your perception of Orbitz has become discontented due to the service you have received.
Mr. [redacted] I do understand your frustration as you booked seats in advance, only to have the exact opposite occur. Travel can be a hectic experience, and Orbitz does try to meet the expectations of our customers with current information made available on the website.
As an Internet travel agency, we try to provide as much information as possible to our customers, as provided to us by the carriers. When airline tickets are booked through Orbitz, the request is sent directly to the airline for confirmation of the space. The airline usually confirms the space to Orbitz in a matter of seconds. Orbitz, like any travel agency, cannot sell tickets for an unconfirmed or wait listed flight. All segments of the trip must be confirmed for a ticket to be generated.
Please be advised that the airlines do not inhibit seat selection based on where you purchase your ticket and provide the seat assignments to as many customers as possible when the reservations are made through Orbitz.com. The airlines will confirm some flights above the actual aircraft capacity and therefore, on these flights, seats will remain available for the reservation but seat assignments may not be available. In such situations, the airlines provide the seat assignment at the gate prior to the departure of the flight.
According to my research, after the booked was made, the airline,[redacted] initiated several schedule changes on May 30, 2015. With the changes, the seat allocations may have changed. Regrettably, I am unable to research in detail, regarding the seat allocations after the schedule changes.
We understand your dissatisfaction; however, carriers reserve the right to change their flight schedules at any time, with or without notice. During the booking process, Orbitz presents and customers must agree to the airline fare rules and Ticket Terms and Conditions. This policy is consistent throughout the airline industry, and the same rules would apply if you had booked the ticket directly from the airline or another travel agency.
On the Orbitz website, in the customer support section, we provide guidance for customers who require special seating assistance. We recommend that you contact the airline for seating assistance as Orbitz is not able to override any controls which the airline may have in place regarding its seating allocations.
Although I understand your frustration and dissatisfaction; we are confident that all pertinent information about the terms and conditions' policy was presented to you during the booking process.
Regrettably, Orbitz is not in a position to compensate for any expenses due to the situation presented.
Mr. [redacted] I understand this may not have been the answer you were looking for; however, we hope this explanation clarifies the reason Orbitz will not refund the amount desired of $656.00.
Sincerely,
[redacted]
Orbitz Customer Relations

Dear Ms. [redacted], The Revdex.com has shared your recent correspondence pertaining to your Best Price Guarantee claim. I appreciate the opportunity to review your account and respond to your concerns. It is my understanding that you booked a ticket reservation on our website on...

December 15, 2015 to travel to Moscow.  Days later, you contacted Orbitz Customer Service advising that you found a lower fare.  You also on to say that encountered a lack of professionalism on the part of our staff.  Our aim is to meet or exceed customer expectations.  Please know that I have reviewed your account, and I was unable to locate the phone call that you made to Orbitz Customer Service, after December 15, the last phone call log that I was able to locate was made on November 30, 2015.  Please know let me explain the terms of Best Price Guarantee.  The terms of the Best Price Guarantee for flights require that the claim is submitted 24 hours from the time you made your booking.  Also the flight number, carrier, class of service, and dates of travel for the same passengers, itinerary and cabin, where the comparable rate is at least $5 lower than the airfare booked on Orbitz.com, excluding any service, booking, processing, shipping, paper-ticket or other fees charged by Orbitz. Ms. [redacted], you confirmed your airline ticket on December 15, and per your email you note that you contacted Orbitz Customer Service days later.   Because the terms to Best Price Guarantee require that the claim be submitted within 24 hours of booking, your request was denied.  I apologize for any inconvenience this may have caused. Ms. [redacted], we wish our reply could be more favorable.   Please be assured that Orbitz values your business, and we hope to have a future opportunity to serve you. Sincerely, Luisa [redacted] Orbitz Customer Relations Chicago, IL

Dear [redacted],
The Revdex.com has shared with us your
correspondence regarding your recent experience with OrbitzIt is my
understanding you were upset the Best Price Guarantee for your stay at the [redacted]
Beach Hotel was deniedI appreciate the
opportunity to review your account and
respond to you
On behalf of Orbitz, I apologize for any frustration this
has caused you
Upon further research, we do show on February 13, 2016, you
did submit a request for price matching through our Best Price Guarantee
program; however, your request was denied due to the type of room used in the
comparison being different. After
reviewing your claim we agree that the room types, while having a different
title, are in fact the same room types; therefore, we will honor your request
for the Best Price Guarantee refund and Orbucks addition
Once you have completed your travel please contact Orbitz
and provide your case # S-[redacted] and ask the agent to add your $in
Orbucks and refund of $for your claim on itinerary # [redacted]Travel
does have to be completed and the Itinerary fully utilized before these can be
awarded
[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

April 30, 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] (Revdex.com case number [redacted]) regarding an airline refund request.
 
Our records reflect on May 4, 2017 the customer accessed Orbitz.com and self-booked package Itinerary #[redacted] for a flight departing from Colorado Springs, CO on August 14, 2018 to Fort Leonard Wood, MO., a stay at the [redacted] Hilton in San Juan PRI September 14, 2018 to September 16, 2018, and a Vacation Waiver plan. 
The flight terms stated:
A non-refundable administration fee will be applied for changes and cancellations of bookings. Customers will be informed of the administration fee by their Customer Support Centre Agent at the time of their call.
The terms of the vacation waiver, with regard to cancellation and changes are:
Vacation Waiver
If you purchase a Vacation Wavier, you may change or cancel your Trip for any reason one time prior to the Scheduled Start Time, and we will:
•Process that change or cancellation on your behalf with the applicable travel providers (airline, hotel, rental car company, destination activity provider, etc.);
•Waive our own change or cancellation fees (if any);
•Return any amounts refunded by the travel provider(s) to you;
•Refund any amounts withheld by the travel provider as a change or cancel fee;
•Apply any travel credits awarded by a travel provider to your account with that travel provider (subject to provider’s redemption policies and restrictions); and
•When you redeem these travel credits, we’ll reimburse you for any change or cancellation fees you are charged by a travel provider at the time of redemption.
 
You are responsible for any increase in the cost of your Trip as a result of any change or cancellation.
 
Redeem and refund instructions
To redeem travel credits you've received in connection with the Vacation Waiver, you must contact  Customer Service. You'll also receive a refund for any change or cancellation fees imposed by the travel provider when you redeem your credits. This refund will be paid to the form of payment used to pay the initial fees.
 
How do I get a refund for my flight?
First, contact Customer Service to change or cancel your flight. The airline will refund your flight in the form of travel credits with that airline. You may then use those credits to purchase a new ticket on that airline. When you redeem those travel credits through Customer Service the airline will apply a change or cancellation fee in accordance with its redemption policy.
 
We will refund you an amount equal to the change or cancellation fee charged by the airline at the time of redemption. You will then be charged the full price of a new ticket on that airline, less the amount of any travel credits remaining in your account.
Note that the full price of the new ticket may be greater than the price of your original flight.
 
The hotel portion of the itinerary was cancelled and refunded on September 12, 2017 in the amount of $316.30 back to the customer’s original form of payment. 
 
While the flight is non-refundable, as the customer has the Vacation Waiver, she will need to contact our Customer Service by calling 1 [redacted] and advise the agent she wishes to make changes to her flight utilizing her Vacation Waiver.  If the agent she speaks with is having any difficulty, she may ask to be transferred to a management level representative to receive assistance.   Any change fees to rebook the flight can be refunded, after booking the new flight, under the Vacation Waiver.  Any increased cost of the new flight will be the customer’s responsibility.
 
We are not able to agree to a refund of her original flight and the Vacation Waiver plan. 
 
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

Complaint: [redacted]
 
I am rejecting this response because:Thank you for responding to my complaint.  In regards to my car rental with [redacted] Rent A Car on May 26, 2017, I was only given a confirmation number [redacted]) and trip ID/order number ([redacted]).  I purchased the car rental via [redacted] website which is powered by [redacted].  Under the "Customer Support" section of my itinerary, it states "for questions regarding your car reservation please contact Orbitz Customer Care at [redacted]7 or by email at [redacted]upport@[redacted].com."  My car reservation included a pick-up on May 26, 2017 and drop-off on May 29, 2017.  The Orbitz site automatically selected a time of 11:00 am for both the pick-up and drop-off.  When I booked this reservation, I was never given the opportunity to select my own times.  As a result, instead of being charged $19.32 per day, which is listed on my itinerary, I was charged $25.76 per day because I was off by a couple of hours with the pick-up and drop-off times.  I am happy to provide any additional information you may need.I strongly advise that Orbitz correct this issue on their site, as the only reason I booked my reservation with Orbitz is because I believed I was getting a lower rate.
Sincerely,
[redacted]

Dear Mr[redacted],
"Times New Roman","serif";">The Revdex.com has shared your recent correspondence pertaining to the airline imposed schedule changes that occurred to your flight, and your refund request. I appreciate the opportunity to review your account and respond to your concerns At Orbitz, we certainly understand the frustration that an airline imposed schedule change can cause. When a change occurs, we make every effort to accommodate our customers to their satisfaction. Airline schedule changes are not in the control of Orbitz, and as a travel agency, we must abide by the airlines rules when re-accommodating a customer Upon reviewing Orbitz record locator [redacted], I show that your original departure time on [redacted] was originally scheduled to depart at 12:59P with a connection via Cincinnati. [redacted] Airlines did process a change in schedule to [redacted] departing at 12:32P with a connection via Detroit.
While I recognize your disappointment and regret any inconvenience this may have caused, the airlines reserve the right to change their schedules at any time, with or without noticeDuring the booking process, Orbitz presents and customers must agree to the airline fare rules and Ticket Terms and Conditions. I have copied a portion of the terms below:
Air transportation, whether it is domestic or international (including domestic portions of international journeys), is subject to the individual terms of the transporting air carriers, which are herein incorporated by reference and made part of the contract of carriage. Times shown in timetables or elsewhere are not guaranteed and form no part of this contractCarrier may without notice substitute alternate carriers or aircraft, and may alter or omit stopping places shown on the ticket in case of necessitySchedules are subject to change without notice
Mr[redacted], please understand your schedule change was initiated by [redacted] Airlines, and they reserve the right to change their flight schedules at any time. As the change that occurred to your departure time was only minutes, this would not fall under a change where a refund would be authorized. Nevertheless, we have contacted [redacted] Airlines twice on your behalf, but the request was denied with each call.
We certainly understand your disappointment, but the change that occurred is considered minor and does not qualify for a refund. Thank you again for the opportunity to address your concerns Sincerely,
[redacted]
Orbitz Customer Relations
Tell us why here

September 23, 2017 Revdex.com   Complaint Department   Re: [redacted] 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 refund for a recent flight booked through Orbitz.   We researched this matter further regarding an airline schedule change that was caused by the airlines. Our records show we were able to contact the airlines and they approved a full refund and cancellation for your flights in the amount of $1,206.66 on September 22, 2017. You should expect to receive your refunded within 1 to 2 billing cycles back to credit card ending [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] Corporate 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. The credit was issued back to the account on April 16. 2018 .  Some of the details described by the responded are not exactly accurate. No matter at this point. I will point out that I needed to take an emergency family leave because my father had surgery and I booked a ticket via [redacted]. Because of the National News Friday April 13, my leave was cancelled.  It took me 3 minutes to solve the issue with [redacted].  It has taken me and my mom THREE MONTHS TO RESOLVE the same issue with Orbitz.
Sincerely,
[redacted]

November 8, 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 billing and collection issues. 
 
Our records show, Mr. [redacted] booked an Orbitz.com flight and hotel package reservation via booking number [redacted]. We understand from Mr. [redacted] complaint, the flight portion of the package reservation was successfully canceled and refund but has yet to receive a refund for the hotel booking. The customer also stated after contacting customer support, no proper resolution was provided and is requesting for the amount paid for the hotel booking to be refunded as promised.
 
Upon researching the customer’s complaint, we can confirm on November 2, 2017, when Mr. [redacted] brought this matter to our attention and a refund for the amount paid for the hotel booking of $872.69 was processed back to the original form of payment.
 
Orbitz’s goal is to provide an exceptional customer experience. We do regret any inconvenience he encountered in resolving this matter. As 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]
Corporate Customer Service

July 8,
"Arial","sans-serif";">Revdex.com
Complaint Department – Orbitz
Re: Orbitz Itinerary #: [redacted]-[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 cruise reservations
The passenger booked their cruise online at 929pm on 6/21/At 930pm on 6/21/the passenger accepted the invoice which clearly stated that she has booked a day sailing on [redacted] of the Seas departing on 7/29/By accepting the invoice the passenger also accepted the sail date, itinerary, costs associated with the booking, and cancelation policies for both [redacted] Cruise Line and [redacted] Group/Orbitz Cruises
The passenger then called in days later on 6/24/at 628pm stating that the online system booked the wrong dateHowever, all clients must choose their sail date themselvesThe system cannot randomly choose a sail date for themFurthermore, prior to submitting payment, the website gives a vacation summary outlining the ship, sail date, charges, and cancelation policiesThe client must accept these terms in order to submit paymentBecause the client accepted these terms once online prior to submitting payment and again minute later when they received their invoice, we cannot accommodate their wishes as it was user error, not a system glitch or agent errorThe client also called in on 6/30/after her initial escalation call to confirm that the spaces in the last names were there, once again accepting the date she originally booked
No changes were made to the booking by [redacted] Group/Orbitz CruisesThis indicates that the client simply did not review her booking properly before submitting payment and accepted the invoiceIf the client had called the day of booking and requested to change the date, the cruise line would have been able to accommodate without penalty as they do generally allow same day changes without penalty
If you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
[redacted]
Customer Support

Dear Ms. [redacted], Thank you again for your follow-up response, and I appreciate the opportunity to address your concerns. We certain regret to hear of your continued disappointment, but every effort was made to assist you with the airline schedule changes that occurred with your reservations.  When any type of change was updated in your record, action was taken.  Unfortunately, seating assignments are not guaranteed, and will be affected when major schedule changes occur.  Ms. [redacted], we apologize for the inconveniences the airline imposed schedule change has caused, but these are out of the control of Orbitz.  A $100 future travel voucher was issued in March due to your disappointment in the schedule change, and we are unable to offer any further compensation.  We do appreciate your business, and hope that we have a future opportunity to serve you.   Sincerely, [redacted] Orbitz Customer Relations

January 20, 2017 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 shuttle services.    We were unable to locate an account associated with the itinerary number or email address provided. Please provide the correct itinerary number so we can better you with this matter.     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

April 27, 2018 Revdex.com Chicago and Norther Illinois Complaint DepartmentRE: Orbitz Case [redacted]Dear Revdex.com, Thank you for contacting Orbitz regarding the rebuttal from our customer. We are responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]. Our customer contacted us to inquire on making changes over April 2nd and 3rd of 2018. On the second day the specific flight requested was not available, but there was an option. The call was transferred to an agent who reviews the fare and finds the value of the unused portion of tickets, because half the ticket had already been used.The original ticket had been purchased in the lowest economy fare offered by the airline. The only economy fares available for the new date requested were in the highest flexible economy. This made the flights much more expensive than the originally ticketed fare, and the fares available were not valid for the ticket. The agent calculating the unused fare for the customers ticket did so correctly when advising that the ticket had no value.Upon receiving the Revdex.com complaint, we tried to call Kelly Love to speak to her directly, to contact the airline to see if they would provide other options. Goodwill cannot be requested of our airline partner unless we have the customer on the phone to decide. This is particularly true of flight inventory and pricing, which is limited, and subject to change without notice. Working through email or voicemail is not possible with any voluntary flight change requests because neither the goodwill or the inventory can be guaranteed without booking and ticketing the flights. We provide a customer support phone number at no extra charge, 24 hours per day, 7 days per week, allowing customers to call at their convenience.  All our agents who handle English speaking customers speak English fluently, and often speak multiple languages as required for their job positions. With respect, all persons sound as though they have an accent when speaking to any other person from a different region. If one agents accent is difficult for a customer to understand transfer may be requested. We have agents in multiple regions. 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:1) The error was on the part of the airline. I make no sense that I will book two [redacted] Airlines tickets for the same day and time but traveling in the opposite direction.2) Orbitz, should have acted responsibly and informed me that of a missed flight.  3) They also charged me 50% more of the $1013 I paid. Taking advantage rip me off for their own mistake. The charges are excessive,  disproportionate and exploitative.  They exploited the fact that I was desperate to return to work to inflict heavy charges on me.  
Sincerely,
[redacted]

October 22, 2017
 
Revdex.com
Orbitz.com - Alaska, Oregon & Western Washington / E.ca - Mid-Western and Central Ohio
Complaint Department
 
Re: Orbitz Case #: [redacted]
 
Dear Revdex.com,
 
Thank you for forwarding the Revdex.com Consumer Rebuttal from our client, [redacted] [redacted].  We regret to hear that the customer did not accept our response and/or resolution offered.
 
We have further researched Mr. [redacted] complaint (Revdex.com case number [redacted] regarding a cruise promotion not received, and after giving the matter our full consideration, we stand by our previous decision and are unable to accede to Mr. [redacted] request of a refund.
 
As previously stated, Orbitz is not allowed to provide assistance with flights purchased through low-cost carriers, who utilize our site for booking purposes.  Spirit requires that customer’s interact directly with their agents for any issues.  Our previous response gave the following information on how Spirit requires customers request assistance:
 
·         The customer must interact with Spirit for a refund or credit request.  Spirit Airlines complaint process can be accessed at https://customersupport.spirit.com/hc/en-us/requests/new and the customer can fill out a form asking for compensation for the cancelled flight.  Spirit will review the complaint and contact the customer. 
 
With regards to the customer’s question about booking a “package” that include more than one travel service bundled together; each vendor is an independent contractor and they still retain control of their portion of the reservation.  Each vendor sets their terms independent of the others.  When servicing a package itinerary Orbitz must abide by the terms and directions of each vendor, when assisting the customer.  If a flight is cancelled, the terms of the hotel or car rental, etc would still be the same as when booked. 
 
We apologize to the customer for the inconvenience this situation has caused. 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
Orbitz, Inc.

May 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 Ms. [redacted] did not accept our response and/or resolution offered.As previously advised, the customer purchased the reservation under itinerary [redacted]. After reviewing a screen-by-screen record of the customers booking we are able to verify that Ms. [redacted] created a permanent Orbitz account prior to making the reservation. During the course of booking there was no price changes that were shown to the customer. We are able to verify that the price stayed the same when the customer reviewed the trip, input her credit card information and when the customer reviewed the confirmation page. Due to there being no errors while the customer reserved the reservation we are unable to offer any compensation for this matter. 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

Dear Mr. [redacted] The Revdex.com has shared your recent correspondence pertaining to your voucher in reference to Orbitz confirmation number [redacted].  I appreciate the opportunity to review your account and respond to your concerns. I have reviewed your reservation history...

to better understand the nature of your concerns.  Upon reviewing your account, our records show that Orbitz issued a voucher in the amount of $200.00.  However, you did not receive an email confirmation.  I apologize for any inconvenience. 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.  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 5612741 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 for one year from the date of this letter, until January 4, 2017. Mr. [redacted] 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 Relations Chicago, IL