Orbitz

March 23, 2018Revdex.comComplaint Department – OrbitzRe: Revdex.com CASE#: [redacted]Dear Revdex.com,Thank you for forwarding the Revdex.com Consumer Rebuttal from Customer Name. We regret to hear Dr. [redacted] did not accept our response and/or resolution offered.Please allow us to clarify our resolution in regard to Dr. [redacted] complaint (Revdex.com case number [redacted].Our records reflect that Dr. [redacted] received a message from [redacted] advising him that his outbound flight, scheduled to depart on March 2, 2018 with [redacted] Airline from Boston, MA to Sarasota, FL was cancelled due to the weather conditions.The customer contacted Orbitz in regards to the message received by the airlines. Our customer service agent confirmed through [redacted] website that Dr. [redacted] outbound flight was cancelled. We had advised to the customer that the flight status was not updated in our system by [redacted]Since the flight purchased was a [redacted] Basic Economy fare (Refunds and any ticket changes, including same-day changes, are not permitted), we advised that we would need to contact [redacted] Airline to receive confirmation of the flight cancellation as well as receive an authorization to refund for the tickets. We received a call back from Dr. [redacted] in regard to his refund. We confirmed that a refund was processed and will issued by [redacted] Airline to the original form of payment. The amount of the refund issued by [redacted] Airline is $446.00. We advised to provide an airline refund processing time of 8-weeks.We had explained that we were unable to refund Dr. [redacted] return flight, scheduled to depart on March 10, 2018 because the flight was not cancelled by the airlines. The return flight was a [redacted] Basic Economy fare (Refunds and any ticket changes, including same-day changes, are not permitted), if we cancelled the return flight, it would be considered a voluntary cancellation. The airlines will not authorize a refund.Due to the current situation, Orbitz agreed to cancel Dr. [redacted] flight and issued a refund in the amount of $624.00 to the original form of payment, as a gesture of goodwill. A refund in the amount of $624.00 will be issued directly through Orbitz.  Please allow 3-5 business days for the amount to reflect on the customer’s bank statement. Therefore, Dr. [redacted] will receive two separate refunds totaling in the amount of $446.00 from [redacted] Airline and $624.00 from Orbitz.Once again, we thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,[redacted]Corporate Customer Service

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 transportation reservationsWe understand the customer is requesting a refund in the amount of $ Our records indicate that on February 5, 2016, that the customer booked roundtrip transportation – itinerary [redacted] Upon further research, we were able to confirm that on April 14, 2016, the customer contacted Orbitz via social mediaOn April 14, 2016, Orbitz processed a full 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 for their bank to process refunds
If you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
[redacted]
Tier Customer Service

January 29, 2018 Revdex.com Chicago and Norther Illinois Complaint DepartmentRE:  Orbitz Case [redacted]Dear Revdex.com, Thank you for taking the time to contact Orbitz regarding an issue from our customer.  We appreciate the Revdex.com allowing us to address...

the comments and concerns, which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] [redacted] (Revdex.com case number [redacted] regarding flights. We understand [redacted] [redacted]is asking for alternate flights and upgrades.Our records show [redacted] [redacted]is or an authorized user of her account purchased roundtrip flights for four passengers with [redacted] Airlines for travel from Beijing to Denpasar February 11, 2018, and returning February 21, 2018, and Travel Protection Total Protection Plan with [redacted], through the Orbitz.com website on November 23, 2017 for $3860.54.The fare rules for the flights selected and purchased state that the flights may be canceled and refunded less a fee of CNY 650 per ticket prior to the scheduled departure time. The terms and conditions of the insurance allowed for refund until December 8, 2017, after which it is nonrefundable.There was a schedule change on the outbound flight. We contacted the airline to see what options we may provide and were advised we might provide alternate flights, which were available on the same date of travel with an extended connection time from 45 minutes to 11 hours and 25 minutes. The option to refund was not made available. Orbitz.com is a third party booking site that provides flights for sale from our vendor airlines, among other travel products. The policies followed for airlines schedule changes are that of the airlines, and Orbitz.com is unable to alter their policies.As a gesture of goodwill, we provided our customer a refund for $100.00 on January 22, 2018, and a coupon worth up to $50.00 off a hotel or hotel package booked in the Orbitz.com account by February 28, 2019. The time needed to see the refund completed to the form of payment varies based on the processing time of the credit card company.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

September 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 flight reservation. We understand from Ms. [redacted] complaint she is requesting compensation due to an agents error when changing her flight reservation.Our records indicate on August 21, 2016 the customer self-booked a round-trip flight reservation that was operated by [redacted] Airlines Brasil, departing from Brasilia to Natal on September 4, 2016 and returning on September 7, 2016.On August 29, 2016 the customer called Orbitz to change her flight reservation. Per documentation the customer only wanted to change the departure flights time and leave the return flight as is. After reviewing the customers flight details we are able to verify that the agent changed the customers departure and return flight. We would like to apologize for the inconvenience Ms. [redacted] experienced, and our regrets that we are unable to offer a more satisfactory solution to this problem. It is disheartening when our clients feel that we have not met the standards to which we hold our organization and employees, as we attempt to provide the most efficient, quality service available.We are able to confirm that this issue was resolved as of August 29, 2016. The customer called customer service when realizing that her return flights were incorrectly changed. The customer was able to be assisted by our corporate customer service agent who changed her flight reservation and refunded all penalties due to the inconveniences. At this time we are unable to compensate the customer further.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,[redacted]Tier 3 Customer Service

May 24, 2018
Revdex.com
Complaint Department- Orbitz
RE: Case number- [redacted]
Dear Revdex.com,
Thank you for your reply. We regret to hear that you were unhappy with our response and/or resolution offered.
On March 2, 2018, [redacted] self-booked a four-night stay at the [redacted] Resort by Diamond Resorts. The hotel rules and restrictions were displayed throughout the online booking process.
While booking her trip online, Ms. [redacted] acknowledged that she read and accepted the hotel Rules & Restrictions, which advised:
Important information about your booking,This special discounted rate is non-refundable. If you choose to change or cancel this booking you will not be refunded any of the payment. Furthermore, while finalizing the reservation on Orbitz.com, Ms. [redacted] agreed to Orbitz Terms of Use which explicitly state as follows:
The carriers, hotels and other suppliers providing 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.
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 purchasing. We provide the customer’s selection details on several pages for their review including the final payment screen. Orbitz serves as a third-party agency for travel providers such as hotels, car rental agencies, and airlines; as such we must abide by and enforce the terms and conditions set forth by our partners. We advocated with the hotel on Ms. [redacted]’s behalf to see if they would allow a refund, however, they advised that they were following their penalty guidelines and would not be refunding. Unfortunately we are unable to offer any compensation for this issue either.Based on the above, Orbitz is unable to honor the refund request. Once again, we thank you for allowing us the opportunity to address Ms. [redacted]’s concerns. If you have any other questions, please do not hesitate to contact us.
 
Sincerely,
[redacted]
Corporate Customer Service

Complaint: [redacted]
I still feel Orbitz is using bait and switch pricing, but it's obvious that they're unwilling to take any further action to remedy the situation. I'll simply utilize other travel sites when booking future travel.

April 15, 2018 Revdex.com Chicago and Norther Illinois Complaint DepartmentRE: Orbitz Case [redacted]Dear Revdex.com, Thank you for contacting Orbitz regarding the rebuttal received from our customer. We are responding to the consumer complaint from Xing [redacted] (Revdex.com case number [redacted]. The set of one-way flights purchased for $207.13 were purchased from the airline. Aeroflot is the merchant of record and placed the charge for the flights on the customer’s credit card. We are working with them and providing the information needed to facilitate the refund, which most likely will come directly from Aeroflot.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Denise [redacted]Corporate Customer Service

September 24, 2017
 
Revdex.com
Orbitz.com - Alaska, Oregon & Western Washington
Complaint Department
 
Re: Orbitz Case #: [redacted]
 
Dear Revdex.com,
 
Thank you for taking the time to contact Orbitz, Inc. regarding an issue from our...

customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.  Orbitz, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Orbitz, Inc. is responding to the consumer complaint from [redacted] [redacted] (Revdex.com case number [redacted] regarding a request for a partial refund for a hotel booking. The customer found that she was not able to use her reward “Orbucks” when paying for a reservation with [redacted], as we are unable to apply reward points to [redacted] payments. 
 
The customer agrees to the Orbucks Reward Program Terms of Use when signing up for the program, which states in part:
The Terms and Conditions of this Program are subject to change as may be necessary to comply with such laws or regulations. By participating in the Program, You release Orbitz and its affiliates and partners from all claims or liability regarding Your participation in the Program, including but not limited to any claims related to the earning and redemption of Orbucks. Orbitz suppliers are in no way affiliated with or responsible for Orbitz Rewards Rewards Program administration.
 
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 purchasing. We provide their selection details on several pages for your review, including the final payment screen. The payment screen shows what the customer’s final charge will be before they submit their final choice to complete their reservation.  The customer can cancel the booking before making their final payment if they are not in agreement with what will be charged to their account. 
 
We regret the inconvenience this matter has cause, however Ms. [redacted] retains her Orbucks in her account, still available for her use.  We are not able to refund the amount of the Orbucks she had intended to use, however the reservation is refundable at this time.  If she would like to cancel the reservation and re-book it as a hotel collect reservation, she can contact an agent for assistance in processing the [redacted] refund.  However, we are not able to guarantee the rate being offered by the hotel will be the same as her current booking. 
 
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

July 13, 2016Revdex.comComplaint Department – Orbitz Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret to hear [redacted] did not accept our response and/or resolution offered.Our system automatically notates whenever activity is made online and whenever a call comes in. It is set up this way so that we may keep written track of online activity in the booking as well as agent activity in the booking for instances just as these. According to our records, the client booked their cruise online at 929pm on 6/21/16. At 930pm on 6/21/16 the passenger accepted the invoice which clearly stated that she has booked a 3 day sailing on [redacted] of the Seas  departing on 7/29/16. (See attached PDF of confirmation which is the same confirmation the client has previously accepted.) Our invoices are live-linked. This means they are linked directly to what we have in our system at any given time and update “live” whenever there is activity on the reservation and/or invoice.  This allows clients to revisit the link in their confirmation email to open the invoice and review details of their trip as many times as they choose. Had the client not accepted the invoice, the automated system that is connected to the invoice “accept” button would not have had reason to record the activity in our system. The logarithm is designed so that the absence of activity indicates there is nothing for the system to document. By accepting the invoice the passenger also accepted that she was given documentation outlining the details of her booking to include 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 3 days later on 6/24/16 at 628pm stating that the online system booked the wrong date. However, all clients must choose their sail date themselves. The system cannot randomly choose a sail date for them and our agents aren’t authorized to randomly choose reservations and make changes to them without the request of the client. This would be a waste of company resources and put our clients and their vacations in jeopardy. Furthermore, prior to submitting payment, the website gives a vacation summary outlining the ship, sail date, charges, and cancelation policies. The client must accept these terms in order to submit payment. Because the client accepted these terms once online prior to submitting payment and again 1 minute later when they received their invoice, we cannot accommodate their wishes as it was user error, not a system glitch or agent error.  No changes were made to the booking by [redacted] Group/Orbitz Cruises. This indicates that the client simply did not review her booking properly before submitting payment and accepted the invoice. If 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.  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] Customer Support

November 29, 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 Ann Leung (Revdex.com case number [redacted]) regarding a hotel reservation. We understand from Ms. [redacted] complaint she is requesting a refund due to a recently submitted Best Price Guarantee claim.Our records indicate on November 15, 2016 the customer self-booked a hotel reservation for two travelers using Orbitz.com. The customer purchased a one night hotel reservation at [redacted] Kagoshima, checking in on January 15, 2017 and checking out on January 16, 2017.Starting on November 15, 2016 the customer submitted multiple BPG claims. After reviewing the claims we understand that some claims were denied due to the lower rate not be available at the time of validation. We apologize for any inconvenience this lapse in time may have caused. We would also like to apologize for the customer service issues experienced in trying to obtain a price match of the reservation. We would like the customer to know that every reservation is important to us and our main goal is to provide a smooth and pleasant experience to our members.After further review of the lowest price match submitted by the customer on October 16, 2016 we are able to validate the customers claim. As of November 29, 2016 Orbitz has submitted a refund of $3.06. We request the customer contact our customer service after travel is completed and refer to case number [redacted] to expedite the addition of 50 Orbucks to their account.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

March 10, 2017Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought...

to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding a flight reservation. We understand from the customers complaint he is unhappy about the price increase experienced while attempting to book a reservation. We strive to provide the highest level of customer service, and regret to hear of the price increase experienced during Mr. [redacted] recent booking attempt. Though we understand the public misconception, this was not a “bait and switch” as he referred to it and is a common occurrence for anybody searching for and booking a trip within the travel industry or through a travel agent as Mr. [redacted] did.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. We utilize a live inventory system for our flight reservations. The inventory is updated regularly as purchases are made and prices change. These updates are directly linked to the vendors availability. We regret if the customer felt the prices were not competitive. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Due to this we are unable to alter any prices that have changed within the system due to the Airlines availability.We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

Dear Mr. [redacted], The Revdex.com has shared with us your correspondence regarding your recent experience with Orbitz. It is my understanding you contacted our Customer Service team regarding your stay at the Quality Inn, Orbitz booking number [redacted], due to the dates of stay being...

incorrect. You were advised that you could cancel and rebook for no penalty; however, you have been charged the amount of $102.56 for the reservation. I appreciate the opportunity to review your account and respond to you.   On behalf of Orbitz, I would like to apologize for any frustration or inconvenience this has caused you.   After further review we have confirmed when you contacted Orbitz on January 29, 2016 our agent did contact the property and was advised by the hotel representative that no penalty would be collected if you canceled the original reservation and rebooked a new reservation. Therefore, Orbitz has processed a refund in the amount of $102.56 which will appear back to the original form of payment within 3 to 5 business days.   Mr. [redacted], we appreciate your business and hope you will continue to use Orbitz in the future for your travel needs. Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

Complaint: [redacted]
I am rejecting this response because: First, when I talked with the representative on september 5th I had to other choice to accept the flight. I was abroad on a island with limited connection, making an international call more than 2 hours, explaining my problem to at least 5 different people. The business can see the details of the call, I was connected to wrong person at least 3 times. ( I think that might be intentional). During this time, my sister who was the passenger was on her way to airport for a flight that she was not gonna be allowed ( of course no other place to stay etc).  I already told the representative that I will take this to court, them selling a ticket they are not allowed to buy is a big deal. I did not accept their apology, told them already that the trouble they caused is way bigger than what they offer which was 100$. Even for that they are lying. Just from curiosity I attempted to use the 100$ coupon for a hotel, but after 3 attempts I was not successful using it. They probably offered something invalid. If they dont reimburse the flight and pay the international call fee, I will take this to small count claims. I am still not asking for the cruise that I missed while I was dealing with their mistake
Sincerely,
[redacted]

June 6, 2017
 
Revdex.com
Alaska, Oregon & Western Washington
Complaint Department
 
Re: Orbitz Case: [redacted]
Dear Revdex.com,
Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to...

address the comments and concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Our records reflect that on May 18, 2017, [redacted] booked a three-night stay at the [redacted] Hotel from May 26, 2017, through 29, 2017. We have confirmed the reservation was purchased by the customer or an authorized user on the account, on Orbitz website, without the assistance of an Orbitz representative.
We understand from Ms. [redacted] complaint, that she is seeking a refund for the reservation and for parking which she stated should have been free. Ms. [redacted] stated that she contacted our office prior to booking and was assured a view of the harbor. She says the room she booked a “room with view queen” but, she was informed by the hotel that they do not offer rooms with views. Ms. [redacted] is also requesting a refund for parking expenses because she received an email which mentioned free parking.
We accessed Ms. [redacted] account and noticed that she contacted our office by phone this morning seeking a refund. The room type that was selected by Ms. [redacted] was a Deluxe Room, 1 Queen Bed. No mention of a view. The policy of the hotel was made available during the booking process and stated that parking height restrictions apply. We are truly sorry if there was a misunderstanding in regards to how this was interpreted, however; by acting as your own travel agent, it is your responsibility prior to completing the purchase, to review and verify all travel details.
We also noticed that we were not contacted during Ms. [redacted] stay at the hotel. If one of our customers has an unsatisfactory experience during their trip, we try to assist our customers to resolve any issues they encounter. Moving forward we encourage Ms. [redacted] to contact our customer service team from the hotel if the accommodations are not satisfactory upon arrival. This enables us to attempt to find a resolution at that time, rather than after the fact. We contacted the hotel on her behalf , but our refund request was denied. While we understand Ms. [redacted] concerns, we do not see any error by Orbitz and as a result, we are unable to
Again, we thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
[redacted]
Corporate Correspondence Team

June 10, 2017Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought...

to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from Mr. [redacted] complaint he is requesting a refund of the cancellation fee.Our records indicate on May 25, 2017 the customer self-booked a one-way flight reservation on Orbitz.com. The flight reservation was operated by [redacted] India with flights departing from Mumbai to Chicago, IL on July 20, 2017.We are able to verify that the customer called Orbitz on June 3, 2017 and canceled his flight reservation. Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. As [redacted] India was the merchant of record and the company that charged the customer’s credit card, we have to abide by their rules and regulations. Based on the fare rules the customer agreed to at the time of booking, his ticket was refundable after sustaining a penalty of INR 15000. As this reservation was purposefully reserved by Mr. [redacted] with no error on Orbitz end we are unable to authorize a refund of the reservation.We sincerely regret that we are unable to offer a more satisfactory response or resolution to your concern. At Orbitz we try as much as possible to provide not only excellent customer service but we also try to exceed what is expected of us. However we know that there are some instances when policies associated with the purchases made on our website cannot allow for a resolution that is more favorable to our customers. We are not trying to discharge ourselves from any responsibility; we only want to convey that we were able to provide Mr. [redacted] with the necessary information related to his flight purchase before our system asked Mr. [redacted] to complete the reservation online.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

July 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 hotel reservation. We understand Ms. [redacted] is requesting a refund of her hotel reservation.Our records indicate that on May 9, 2016 the customer self-booked a hotel reservation for three travelers using Orbitz.com. The customer purchased a three night hotel reservation at [redacted] by [redacted]l Panama City, checking in on June 3, 2016, and checking out on June 5, 2016.Upon further research, we are able to verify that the customers card was authorized for the total amount of $257.40. When the customer called customer service on May 9, 2016 Ms. [redacted] canceled the reservation causing the authorization to fall off of the card. If the customer’s account is still showing that she is being charged for the canceled hotel reservation we advise her to provide the below order number to her banking institution.Order Number: [redacted]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 am not asking Orbitz to arrange transit visa for me. You are charging extra booking fees on top of flight cost. It's your professional/ethical responsibility to tell me that I might need transit visa. Had that notified I would have arranged it. You are not giving complete details while booking the ticket. In fact your customer care told me that had I called agent that time he would have told me. why is this difference. You should give disclaimer to the customers booking ticket online that on site we won't give you complete details please call Customer care.You can not hide behind that it's not responsibility. I am ready to take legal action, results doesn't matter. Legally who is correct I am not sure, but morally/Professionally/Ethically it's your responsibility to provide full details.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/08/24) */
Dear Ms. [redacted]
The Revdex.com has shared your recent correspondence pertaining to the confusion on the website regarding the Aerial tram at[redacted]. I appreciate the opportunity to review your account and respond to your...

concerns.
My understanding is that you booked a hotel room for South[redacted] through our site. During the
booking process, we also advertised an aerial tram. You felt that it was not described enough in detail,
as there are two trams, one close to the hotel you were staying at, and also one about one hour away at
North[redacted]. When you booked this, you thought it was the tram that was adjacent to the hotel you were booked at. You contacted us on August 22nd and explained to
our agent [redacted] that this information was wrong and misleading. You stated she was very rude
and was not willing to assist you in refunding the cost.
On behalf of Orbitz, I apologize for the inconvenience and the customer service issues you experienced. I have reviewed this booking and have submitted this information to the appropriate team to have the website updated to show more specifically that the location is North[redacted]. I have also processed a refund for you for $64.00. The refund will go back to your original form of payment, the Mastercard ending in [redacted] Please allow approximately 7-10 business days for the refund to appear on your account.
Ms. [redacted] please be assured that we appreciate your business. We hope to have a future opportunity to restore your confidence in our products and services.
Sincerely,
[redacted]
Orbitz Customer Relations
Initial Consumer Rebuttal /* (2000, 7, 2015/08/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you!!! I appreciate you taking the time to respond, refund, and more importantly addressing the misrepresentation of the ride on the website so other people don't run into this issue... Just this morning I tested doing this again and it still shows "Aerial Tram Ride" with no clear indication of the location of the ride!
Thanks a lot!

Complaint: [redacted]
I am rejecting this response because their website states its 48 hours prior to check and they are now saying that refers to only packages only and not flights. After I did the booking which was done online, I contacted their agent to confirm their price guarantee policy as I booked very early or I would have taken insurance. Their agents need to know their policies if they are going to answer customers. With that said - I will leave this matter now and never book with Orbitz again. Thank you for your follow up.
Sincerely,
[redacted]

November 24, 2016
 
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 best price guarantee refund request. 
 
Our records show on November 2, 2016, Ms. [redacted] self-booked an Orbitz.com hotel reservation via booking number [redacted] in the amount of $54.02. We understand from the customer’s complaint, she found a lower of $46.88 and a best price guarantee application was submitted. Ms. [redacted] also stated Orbitz is not complying with the best price guarantee rules and is requesting a refund of the price difference and the $50 Orbucks to be placed on her account.
 
Orbitz’s goal is to provide an exceptional customer experience, as a one-time courtesy, a credit in the amount of $7.14 was processed back to the original form of payment and $50.00 Orbucks were placed on the customer’s account. We do regret any inconvenience she has encountered in resolving this matter. As the issue has been resolved to the customer 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