Orbitz

Initial Business Response /* (1000, 5, 2015/08/24) */
Hi Ms.[redacted]
Thank you for contacting Orbitz via the Revdex.com. It is my understanding that your reservation included [redacted] and [redacted] Airlines; and courtesy cancellation was offered. You contacted [redacted] Airlines directly...

and their reservation was cancelled. However, the [redacted] Airlines reservation was not cancelled by the Orbitz representative as expected; and now courtesy cancellation is not possible. Therefore, you're requesting airfare refund from Orbitz.
Ms.[redacted] in order to investigate this event fully, we do need the specific Orbitz Confirmation# for the reservation. With this unique identifier, we'll be able to review the electronic records; as well as any calls; so that we can address your concern.

Please know, once we receive the necessary information, our investigations are usually completed within 3 business days. Please be assured, Orbitz goal is to review and resolve these matters quickly; and we look forward to receiving your information.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (3000, 7, 2015/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I receive an email recently in regards to them canceling the trips after I received the run around almost 2 weeks from an agent not properly noting my account. I called in today August 25th 2015 and asked a supervisor if they would be able to provide me with some type of compensation towards a future flight. I informed them I was assured that the investigation would take 24-48 hours and I did not I called back within the time frame and they still had not resolved the situation I took my contact information and I never received any call back from them. I received an email dated to Sunday that I opened today stating they attempted contact via phone after I had contact Revdex.com with my complaint. I assured the supervisor by them having horrible customer service I would no longer continue business with them after this situation that wouldn't occurred had they hired properly trained agents.
Final Business Response /* (4000, 9, 2015/08/30) */
Ms.[redacted]
I do appreciate your frustration and I'm happy to investigate this matter. As you've mentioned, there are multiple reservations; and Orbitz would hope to be specific in addressing your concern. If you'd provide the information requested, the Orbitz Confirmation beginning PBORB.., I am able to move forward on your behalf with the efficiency expected; and within the time frame I've previously diligently advised.
I do agree that time is important; and would sincerely hope to focus on the proper reservation, and representatives; if at all possible. Please do provide the information so that I may help.
Thank you,

[redacted]
Orbitz Customer Relations
Chicago, IL

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].Although it solves my situation manually for now; the problem remains exactly the same for general public.In that; "unsubscribe" link in their marketing emails is not functional. Customers also can't opt-out (when they log-in to their Orbitz web site account) from same marketing emails.Therefore; company is still failing to provide a solution to that problem.
Sincerely,
[redacted]

October 9, 2017
 
Revdex.com
E.com - [redacted]
Complaint Department
 
Re: [redacted] Case #: [redacted]
 
Dear Revdex.com,
 
Thank you for taking the time to contact [redacted] 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.  [redacted] Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
[redacted]. is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a cancellation request.
 
Our records reflect on September 18, 2017 you accessed Orbitz and self-booked itinerary # [redacted] for a stay at Villa #2, Studio in Fort Lauderdale, Fl to check in November 5, 2017 and check out November 9, 2017.  This is a Hotel Collect property which is independently operated by a property management and reservations manager. 
 
Orbitz serves only as a third party booking intermediary and does not own or operate any travel related services.  As such we must abide by the terms and conditions set by the vendors who utilize our website to offer their services. 
 
The Villa #2, while offering bookings on Orbitz, manages their own bookings, and as the merchant of record, places all charges on the customer’s credit card.  They require that the customer work with their designated resort manager for any changes or cancellations.  Orbitz can only provide the contact information, which is also available on the itinerary.  To cancel and receive any refund, the customer will need to make contact as follows, which is the requirement of the property:
 
Hotel ID [redacted]   
Alternate Reservation Manager
Phone: [redacted]@hotmail.com
Gustavo Linares - Reservation Manager
 
Booking ID: [redacted] Hotel Confirmation ID: [redacted]
 
The customer will need to make contact with the Reservations Manager as Orbitz has no ability to cancel or refund this reservation.
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
 
[redacted]
Tier 3 Corporate Customer Service

August 22, 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 his hotel reservation.Our records indicate that on July 31, 2016 the customer self-booked a hotel reservation for two travelers using Orbitz.com. The customer purchased a one night hotel reservation at Extended Stay America Piscataway - [redacted] University, checking in on July 31, 2016, and checking out on August 1, 2016.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, Mr. [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.On July 31, 2016 the customer called customer service due to the hotel advising that they were sold out therefore they were unable to accommodate the customer. We are able to verify that customer was able to successfully reserve a new hotel reservation the same day.We apologize for any inconvenience this lapse in time may have caused Mr. [redacted] We would also like to apologize for the customer service issues experienced in trying to cancel and reserve a new reservation and its associated charges. We would like Mr. [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.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 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 an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns...

which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight. We understand [redacted] is requesting a refund. Our records show on November 15, 2018 [redacted] or a person authorized on his account, booked via the Orbitz.com website for three passengers purchasing one-way flights from TAP [redacted] Airlines traveling from Prague to Newark on April 8, 2018 for $977.18.At the time the flight is reviewed and after it is selected we relay information provided by the airline that advises of a range of possible fees that may be charged for bags. A link is provided to view the airlines baggage information to get more detailed information. Baggage fees may vary for many reasons, in addition to the air fare selected. Airlines may change the fees they charge for baggage at any time, and prices paid to the airline for baggage fees are paid based on the current costs on the day the baggage service is purchased, not on the day airfare is purchased. The fares provided for selection included Discount, Basic, Classic, Plus, Executive and Top Executive fares. For this purchase our customer selected Discount fare. The information from the airline provided on our website for this fare type states checked bags incur fees. All other fares currently come with between one and three bags. Customers would need to review baggage information from the airline to see how baggage allowances for the aircraft will apply to them, and to understand the dimensions and weight allowed for each bag. Baggage that is overweight or out of dimension can incur additional fees or be denied.Orbitz.com will not be able to refund the baggage fees paid for the fare selected. We provided the information necessary to understand baggage was not included, and where to review the airlines baggage information prior to taking the flight. 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 I will accept their resolution, although it is not to my satisfaction. The refund amount should be $5308.80 ($5394.85 that I had to pay that I should not have to, minus $434.31 that was a charge for changing the initial departure date that I am responsible for paying). That is, the refund money is $402.11 short of what really should be reimbursed to me. However, I am in Japan and cannot pursue this matter over the phone, knowing that I will have to spend hours on hold paying international phone rate. So, although I am still not satisfied, I consider it better not to waste any more of my time or energy.There is also misinformation in their response in that I did not receive any communication from Orbitz on June 9 as they indicate. If the resolution they are proposing was reached then, at least I would have expected some courtesy for them to contact me about it. The bottom line for me is that I will never use Orbitz and other travel sites (I didn't realize that Orbitz is part of [redacted] and [redacted] seems to have other travel sites under them -- what a racket!) and I have told many of my friends what happened and they were horrified and I am sure they will spread the word to others never to use Orbitz.Given my experience with Orbitz, I sure hope that they do indeed refund the money to my credit card. I will be examining the credit card statement and if I don't see the refund in the next two cycles or so, I will be filing another complaint with Revdex.com.
Sincerely,
[redacted]

April 22,
"Arial","sans-serif";">Revdex.com
Complaint Department – Orbitz.com
Re: Orbitz Case #: O-[redacted]
Dear Revdex.com,
Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding vacation package reservationsWe understand the customer is requesting that Orbitz changes and upgrade his flight reservations, and process a refund for the Orbitz Waiver
Our records indicate on April 1, 2016, the customer booked flight and hotel vacation package reservations – itinerary [redacted] – using the self-service tool on the Orbitz websiteTravel is on [redacted] Airlines, departing May 6, 2016, from Richmond, Virginia to Montego Bay, Jamaica, returning May 10, 2016, for two passengersHotel accommodations are at the [redacted], All Inclusive, Curio by [redacted]The Orbitz Waiver was booked in conjunction with the vacation package reservations Upon further research, we were able to confirm that on April 5, 2016, Mr[redacted] contacted Orbitz Executive Escalations office which offered to assist Mr[redacted] with processing the changes for his flight reservations, which Mr[redacted] declinedAt that time, he was advised that the Orbitz waiver would allow him to cancel or make changes to his trip one time prior to departure and receive a refund for his hotel and that flight credit would be given as well as a refund of any change or cancelation fees that it can still be used if any changes needed to be made or if he needed to cancel for any reasonAdditionally, Mr[redacted] was advised that the airline would not allow his first outbound flight to be canceled as the type of ticket booked was a "roundtrip ticket"Any changes would require new tickets to be issued with the applicable fees and differences in airfareIf the customer does not take a portion of the ticketed flight, the airlines will automatically cancel any remaining portion of the customer's tickets
The Orbitz Waiver terms and conditions may be viewed at the following link:
https://www.orbitz.com/g/rf/vacation-waiver-terms
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 was the operating carrierThe change policies, fees and increases in airfare are set and collected by the airline. We hope you understand we must abide by the terms and conditions set forth by travel providers such as [redacted] Airlines
We strongly recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policies and to call us immediately if there are any discrepancies or additional questions before purchasing the itinerary. It is our customers' responsibility to review all rules and regulations prior to booking any travel
Orbitz makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasingWe provide your selection details on several pages for your review including the final payment screenWhen acting as their own travel agent it is each customer's responsibility to review the details of their itinerary prior to finalizing any reservation
We have further researched Mr[redacted] complaint and after giving the matter our full consideration we stand by our previous decision and are unable to render to Mr[redacted] request of a refund or compensation
In the event that Mr[redacted] elects to proceed with making changes to his flight reservations he may contact Orbitz customer support at 1(844) [redacted] or (312) [redacted]Our agents are available hours a day, seven days a week.
If you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
[redacted]
Tier Customer Service

August 23, 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 Best Price Guarantee for a flight reservation. We understand from Mr. [redacted] complaint he is requesting a refund due to locating a lower price within 24 hours of booking her reservation.Our records reflect on August 4, 2016 the customer self-booked round trip flight for two passengers on Orbitz.com. The customers flights were operated by [redacted]Asia, departing from Ho Chi Minh City to Bangkok on April 9, 2016 and returning on April 12, 2016. This flight reservation totaled $441.25.On August 4, 2016 the customer submitted a Best Price Guarantee claim for a slight totaling $417.25. The same day the customers claim was denied due to not specifying the cabin class. After further reviewing the customers Best Price Guarantee submission and the Best Price Guarantee terms and conditions. We have to deny the customers claims due to the customers screenshot not including the cabin class. Please review the Best Price Guarantee terms and conditions and link below:https://www.orbitz.com/p/info-other/guaranteesMust be "Apples to Apples" Comparison. The Best Price Guarantee is available only for exact itinerary matches. For example, the specific [redacted]line and cabin class (First, Business, Premium Economy or Coach/Economy), hotel (including room type), ship and cabin category, rental car company and vehicle class, applicable refund policy, and the exact same dates and times of travel or service as booked through Orbitz.com.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

June 2, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O-[redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought...

to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from Ms. Wilder’s complaint she is requesting a refund for a flight reservation to be expedited.Our records indicate on June 10, 2016 the customer self-booked a round trip flight reservation using Orbitz.com. The flight reservation was operated by Icelandair, with flights from Denver, CO  to Amsterdam departing on June 13, 2016 and returning from Paris Orly on June 20, 2016We are able to confirm that as of June 13, 2016 this matter was resolved with a refund $1686.26 being processed to the original form of payment. Unfortunately, we are unable to expedite the transfer of funds back into your account. The time it takes the refund to post to the customer’s account depends on the time it takes the airlines and 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

December 11, 2017
 
Revdex.com
Orbitz.com
Complaint Department
 
Re: Orbitz Case #: [redacted]
*
Dear Revdex.com,
 
Thank you for forwarding the Revdex.com Consumer Rebuttal from our client, [redacted] We regret to hear that the customer did not accept our response as offered.
 
We have further researched Mr. [redacted] complaint (Revdex.com case number [redacted] regarding his attempt to fly without proper documentation and as previously stated, the customer agreed to Orbitz terms of use by booking on our site, which states the customer retains sole responsibility for ensuring they confirm and secure necessary travel documents and that Orbitz does not provide this information. Orbitz stands by our previous decision and will not agree to provide compensation for the customer’s request.
 
Again, we thank you for allowing us the opportunity to re-address the issues that were brought to our attention. As this matter has been resolved, we respectfully request the Revdex.com close this case. 
 
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 16,
"Arial","sans-serif";">Revdex.com
Complaint Department – Orbitz.com
Re: Orbitz Case #: O-[redacted]
Dear Revdex.com,
Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Orbitz is responding to the consumer complaint from [redacted]
(Revdex.com case number [redacted]) regarding car rental reservationsWe understand the customer is requesting a refund for $for the Best Price Guarantee
Our records indicate that on April 21, 2016, the customer self-booked flight reservations – itinerary [redacted] – using the self-service tool on the Orbitz websiteTravel is on [redacted] Airlines, departing May 19, 2016, from Orlando, Florida to San Francisco, California, returning May 24, 2016, for one passenger Upon further research, we were able to confirm that on April 28, 2016, Orbitz processed a refund in the amount of $back to the customer's original form of payment for the Best Price GuaranteeThe amount of time it takes to receive a refund will depend upon how quickly Ms[redacted]'s credit card company takes 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 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. Thank you very much . I would also like to thank orbitz for their reasonable and positive response . 
Sincerely, 
[redacted]

April 6,
Revdex.com
"TEXT-ALIGN: justify; MARGIN: 0in 0in 10pt">Complaint Department – Orbitz.com
Re: Orbitz Case #: O-[redacted]
Dear Revdex.com,
Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you
Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding hotel reservationsWe understand the customer is requesting that Orbitz honor the [redacted] Price Guarantee submission
Our records indicate March 20, 2016, the customer booked hotel reservations – itinerary [redacted] – using the self-service tool on the Orbitz websiteHotel accommodations were at the [redacted] Hotel, checking in May 26, 2016, for one nightOn March 24, 2016, the customer booked hotel reservations – itinerary [redacted] – using the self-service tool on the Orbitz websiteHotel accommodations are at the [redacted] Hotel, checking in May 24, 2015, for one night
Upon further research, we were able to confirm on March 27, 2016, a refund of $was processed back to the customer's original form of payment for the [redacted] Price Guarantee submitted for itinerary [redacted]
On March 25, 2016, the customer submitted a [redacted] Price Guarantee claim for itinerary [redacted], which was denied as the screenshot of the competitors website did not list the number of occupants for the reservation. As a goodwill gesture, on April 6, 2016, Orbitz processed a refund in the amount of $back to the customer's original form of paymentThe amount of time it takes for the customer to receive a refund depends on the length of time it takes her credit card company to process refunds
On April 6, 2016, Orbitz provided [redacted]'s online Orbitz account with a $Electronic Travel Coupon 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 their next qualified reservation, and it is valid from one year from the date of issue
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 Customer Service

August 22, 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 locating a lower price within 24 hours of booking her reservation.Our records reflect on August 5, 2016 the customer self-booked round trip flight for four passengers on Orbitz.com. The customers flights were operated by [redacted] Airlines, departing from Buffalo, NY to San Jose on April 9, 2016 and returning on April 17, 2016. This flight reservation totaled $2,279.80.Upon further research, we respectfully request that the customer provide us with screenshots of the correspondence between her and our Best Price Guarantee claim team. The requested information will enable us to appropriately address Ms. [redacted] concerns.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

Complaint: [redacted] I am rejecting this response because:I booked a Deluxe Suite on Orbitz. The hotel in question is claiming the room I stayed in was a Deluxe Suite, but it was not. Orbitz should not rely on the hotel management's claim. I have pictures to prove that the room was not a Deluxe Suite. Orbitz could compare my pictures to the pictures on the hotel's own website and the description in words on Orbitz's website. To resolve my complaint, Orbitz offered me a rebate in the form of a credit to be applied after a future pre-paid booking is made, but the process they described to fulfill this requires too many steps. To put this issue behind me, I would accept the amount offered by Orbitz, but instead applied as a credit back to my credit card for the already-completed hotel stay that caused this complaint. This would be the right course of action, since my complaint is about the already-completed hotel stay. Sincerely, Mukund [redacted]

October 24, 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 numbe[redacted] regarding a hotel reservation. We understand from Mr. [redacted] complaint he is requesting a refund due to a recently submitted Best Price Guarantee claim.Our records indicate on October 5, 2016 the customer self-booked a hotel reservation for four travelers using Orbitz.com. The customer purchased a two night hotel reservation at [redacted] Inn & Suites West Knoxville, checking in on October 7, 2017 and checking out on October 9, 2017. The reservation totaled $139.75 and the customer used $9.75 worth of Orbucks.On October 6, 2016 Mr. [redacted] submitted a Best Price Guarantee claim for $130.14. After reviewing the Best Price Guarantee claim we are able to verify that the claim was sent within 24 hours of booking and is identical to the original reservation. Due to this Orbitz has agreed to honor the customers claim. As of October 24, 2016 a refund of the difference of what was paid amounting to $19.36 was processed to the customers original form of payment. The amount of time it takes the customer to receive the funds depends on the customers banking institution. $50 worth of Orbucks was also added to Mr. [redacted] account.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

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

Dear Mr. [redacted],   The Revdex.com has shared with us your correspondence regarding your recent experience with Orbitz. It is my understanding you are upset with the service you received when you booked a reservation to Las Vegas using a credit from a cancelled flight. I appreciate...

the opportunity to review your account and respond to your concerns.   On behalf of Orbitz, I would like to apologize for any frustration this may have caused you.   At Orbitz, we do understand the importance of our agents accurately and efficiently handling our customer’s requests.  Please know that I have reviewed the call on January 18, 2016 to verify that our agent properly addressed your concerns. Upon listening to the call recording we have determined while the agent did advise you that you would need to rebook using the credit that day she did not state that if not done she would not allow you to have the credit. Furthermore, the agent advised that she would wait while you discussed the information with your wife, to which you advised to hold for a couple of minutes while you did so. You then came back on the line and advised that you would be traveling from New York to Las Vegas. Our agent then recapped the flights you had previously discussed, including dates, times, and flight numbers, and advised of the additional amount of $200 you would be charged for the $100 [redacted] Airlines fee per person. You agreed to the flights and the additional cost so our agent completed the booking.   Please know we certainly regret your disappointment, but we do show that our agent properly handled your call; therefore, Orbitz would not be in a position to process a refund for the $100 airline penalty per person you were charged when the booking was made.    Mr. [redacted], I also understand you state you contacted [redacted] Airlines and were advised that the reservation had to be canceled due to a ticketing error made by Orbitz. Please know I have contacted [redacted] Airlines regarding the cancellation and they did advise the reservation was canceled at your request and not due to a ticketing error. Furthermore, they stated that you were offered a refund of $289.20 per person due to the reservation being cancelled within 24 hours; however, you choose to have the amount put in a travel bank instead, which you used on January 20, 2016 when you booked a new flight with [redacted] Airlines.   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

July 5, 2017
 
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
 
Re: Orbitz Case #: [redacted]
 
Dear Revdex.com,
 
Thank you for taking the time to contact Orbitz, Inc. regarding an issue from our customer. ...

We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.  Orbitz, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Orbitz, Inc. is responding to the consumer complaint from [redacted], (Revdex.com case number [redacted]) regarding a airline change fee charge.
 
Our records reflect on May 11, 2017 Ms. [redacted] Accessed Orbitz.com and self-booked a round trip flight for [redacted] departing from Sacramento, CA on May 14, 2017 for Pittsburg, PA.  Mr [redacted] later asked that the return date for the flight be changed and was advised of the airlines change fees.  He provided an alternate form of payment for the change fees and regrettably, Ms. [redacted] is reporting that the original form of payment was charged for the change fees, in error. 
 
Orbitz acts only as a third party booking intermediary and is not the merchant of record for flights.  In this case, [redacted] Airlines was the merchant and the party that charged the customers for both the original flights and the change fees.  Because Orbitz does not place the charges, we are unable to look at what card(s) were actually charged.  The customer was asked to provide copies of the charges so that we could verify and attempt to have [redacted] Airlines make the billing adjustments needed.  However, Ms. [redacted] would not provide copies of the charges, limiting what Orbitz was able to do.  Our case notes do show that on May 19, 2017 that [redacted] Airlines had agreed to reverse the charge to Ms. [redacted]’s original form of payment and charge the secondary card. 
 
As previously stated, since Orbitz does not process the charges, we do not have a way to physically verify whether [redacted] Airlines made the changes in the billing as requested.  If they did not reverse the charge to Ms. [redacted]’s card, but did charge the secondary card also, then we would again ask the customer to provide us with copies of the respective credit card statements showing this and Orbitz will be happy to contact [redacted] Airlines and attempt to assist in finding a resolution.  Also, the customer is welcome to contact [redacted] Airlines directly and request they investigate the matter. 
 
If the customers would like assistance from Orbitz, we will need to have the credit card statements before we can do anything further. 
 
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]
[redacted] [redacted]omer Service

August 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 package. We understand from Ms. [redacted] complaint she is requesting a full refund of her package reservation.  Our records indicate on July 4, 2016 the customer self-booked a purchased a package reservation for two travelers. The customer purchased a six night hotel reservation at [redacted] Cancun All Inclusive, checking in on July 14, 2016, and checking out on July 19, 2016. The customers flights were operated by [redacted], departing from Newark, NJ to Cancun on July 14, 2016 and returning on July 19, 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. Based on the hotel cancelation policy Ms. [redacted] agreed upon when booking the reservation, “The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.”We can confirm that Ms. [redacted] contacted customer service on July 5, 2016 in regards to canceling her package reservation. The agent that assisted the customer voided the customers flights. Since the flights were successfully voided within 24 hours of purchase, the authorization of $661.74 should have been released back to the customers card. These authorizations typically release within 24-48 hours. Due to the customers hotel reservation being non-refundable Orbitz made multiple attempts to contact the hotel via phone and via email to receive authorization to cancel and refund the customers hotel reservation.On July 8, 2016 an agent in our customer service was able to reach a reservations agent at the hotel. After reviewing the customers non-refundable reservation the hotel authorized a refund of the reservation minus the first two nights. As of July 8, 2016 a refund of $542.67 was processed to the customers original form of payment. The amount of time it takes the customer to receive depends on the customers banking institution.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