Orbitz

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

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