Orbitz

May 24, 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 customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from Yuen Ki Fung (Revdex.com case number [redacted] ) regarding a hotel reservationWe understand from the customers complaint they are unhappy about a submitted best price guarantee claim.Our records indicate on May 4, the customer self-booked a hotel reservation for two travelers using Orbitz.comThe customer purchased a three night hotel reservation at [redacted] Martinshof, checking in on November 30, 2016, and checking out on December 3, 2016.On May 4, the customer submitted a best price guarantee claim for his hotel reservationAs of May 16, this issue was resolved with the customer receiving an email stating “We've approved your request and initiated a refund in the amount of $to the original form of payment used during your purchaseThe customer will receive the addition of $Orbucks to his account to weeks after travel is completed.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted] Tier Customer Service

Complaint: [redacted] I am rejecting this response because:It is because I called both orbits and the airline right after the notification and spent hours on the phone to be told that everything was fine and taken care ofI called again before the flight multiple times to be told again and again there was no issue and my ticket was valid only to arrive at the airport and was involuntary bump from my flightIt's orbits responsibility to compensate us as per the federal guidelines for us being bumped off our flight because of their negligence Sincerely, [redacted]

Dear Mr [redacted] 0pt;"> The Revdex.com has shared your recent correspondence pertaining to your hotel overcharges at [redacted] Resort Montego Bay I have reviewed your reservation history to better understand the nature of your concerns You had a reservation at the [redacted] Resort Montego Bay that you were charged for an additional charge of $upon check-out Nevertheless, I see that there is a resolution to your overcharge On August 18, 2016, Orbitz Customer Relations contacted the property The property agreed to refund your account on file in the amount of $ Furthermore, due to your inconvenience Orbitz placed loyalty points into your account 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, [redacted] Orbitz Customer Relations Chicago, IL

October 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 customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from Rod [redacted] (Revdex.com case number [redacted] regarding a flight reservationWe understand from the customers complaint he is unhappy about the price increase and is requesting a refund of the differenceOur records indicate that on September 27, the customer self-booked a package reservation for five travelersThe customer purchased a fourteen night hotel reservation at [redacted] Resort by [redacted] Vacation Rentals checking in on December 10, 2016, and checking out on December 24, The customers flights were operated by United, departing from [redacted] OR to Orlando, FL on December 10, and returning on December 24, 2016.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providersWe utilize a live inventory system for our flight reservationsThe inventory is updated regularly as purchases are made and prices changeThese updates are directly linked to the vendors availabilityWe regret if the customer felt the prices were not competitiveAirfare is only guaranteed once the purchase has been completed and the tickets have been issued.Our records reflect that this complaint was resolved on October 3, when Mr [redacted] contacted out customer service and one of our agents was able to successfully issue a refund of the difference totaling $The amount of time it takes the customer to receive depends on the customers banking institution.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted] Tier Customer Service

May 09, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Orbitz Case [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from Ms [redacted] Orbitz, Incis once again responding to the consumer complaint from Ms [redacted] regarding a hotel refund requestI’ve personally checked Ms [redacted] account for any possible approvals received from anyone regarding her itinerary, and none are shown on the accountWe have contacted the hotel directly and they have confirmed per Revenue Management and Sales Operations for [redacted] there was no approval that was provided by management for any refund to the customerOrbitz has reviewed all of the customer’s concerns in an attempt to resolve the case to the customer’s satisfactionWe have once again determined no refund will be provided to Ms [redacted] At this time we have no other option than to ask the Revdex.com to close this caseWe thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] Tier Customer Service

September 8, Revdex.com Complaint Department – Orbitz 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 Our records indicate that on May 5, 2016, Mr [redacted] booked flight reservations – itinerary [redacted] – using the self-service tool on the Orbitz websiteTravel was on China Eastern, departing June 13, 2016, from Vancouver, Canada to Bangkok, Thailand, returning July 8, 2016, for two passengersWe understand that Mr [redacted] is requesting a refund in amount of $for the unused portion of his flight reservations as he was denied boarding on July 8, 2016, by China Eastern due to inadequate connection time in Lanzhou, China Upon further research, we confirmed that the connection time allotted on Mr [redacted] tickets in Lanzhou, China was a total of minutes, and that the minimum amount of time required for a layover connection in the Lanzhou, China airport is minutesHowever, Orbitz confirmed that the return portion of Mr [redacted] ’s tickets was unusedAs such, as a courtesy, on September 8, 2016, Orbitz processed a refund for $back to the Mr [redacted] ’s original form of paymentThe amount of time it takes to receive a refund depends upon the length of time it takes Mr [redacted] ’s financial institution to process refunds, generally 3-days We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] Tier Customer Service

July 14, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O- [redacted] Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding flight reservationsWe understand the customer is requesting that Orbitz process a refund for the [redacted] Airlines portion of her flight itinerary [redacted] .Our records indicate that on May 23, 2016, the customer booked combined one way fare flight reservations – itinerary [redacted] – using the self-service tool on the Orbitz websiteTravel on June 4, 2016, was on [redacted] Airlines, departing from Minneapolis, Minnesota to Los Angeles, CaliforniaTravel on June 8, 2016, was on [redacted] Airlines, departing from Los Angeles, California to Minneapolis, Minnesota, for two passengers.Upon further research, on July 14, 2016, Orbitz confirmed with [redacted] Airlines that a refund had been processed on July 9, 2016, by [redacted] AirlinesThe amount of time it takes to receive a refund depends upon the length of time it takes both [redacted] Airlines and their credit card company to process refundsPlease note that 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 and [redacted] Airlines were the operating carriers and merchants of record (the entities that received the customer’s funds and the companies that charged their credit card)Any change fees are set and collected by the airlinesWe hope you understand that we must abide by the rules and restrictions set forth by travel providers with which we do business, such as [redacted] Airlines and [redacted] AirlinesPlease accept our apologies in regards to Ms [redacted] recent travel experienceWe regret any inconvenience that may have occurred and would like to assure her that your business is important to usDespite her recent experience, we encourage her to continue to use Orbitz for your future travel arrangements.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 usSincerely, [redacted] Tier Customer Service

Dear Mr [redacted] New Roman" size="3"> The Revdex.com has shared your recent correspondence pertaining to Weiye not being able to travel on his return flight under Orbitz record locator PBORB On behalf of Orbitz, I apologize for any inconvenience this has caused, and appreciate the opportunity to review your account and respond to your concerns Upon reviewing your reservation, I do show there was an airline imposed schedule change that occurred on your reservation, which resulted in the connection city being changed Due to the change in the connection city, Air China is advising that the new flights were not recognized, and new tickets needed to be issued Mr [redacted] we certainly apologize for the inconvenience this caused WeiyiDue to the issues Weiyi encountered, I have processed a refund in the amount of $USD to the Visa card ending in for Orbitz record locator PBORBfor the Dallas to San Antonio flight I have also processed a refund to Weiyi’s credit card in the amount of $USD for the ticket reserved via American Airlines directly to travel from Beijing to DallasPlease allow to business days for the refunds to process We apologize again for any inconvenience this has caused We do appreciate your business, and hope that we have a future opportunity to serve you Sincerely, [redacted] Charlotte Orbitz Customer Relations

March 16, 2017Revdex.comComplaint Department – OrbitzRe: Orbitz Case # [redacted] Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding his flight reservationWe understand from the customers complaint he is requesting to change his reservation.Our records indicate on January 5, the customer self-booked a round trip flight reservation for one travelerThe customers flights were operated by [redacted] departing from Charlotte, NC to Milan on January 15, and returning on April 11, 2017.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 providersBased on the fare rules the customer agreed to at the time of booking, the tickets were non-refundable with a reissuance fee of $per passenger would be chargedIn addition, the customer would be responsible for any difference in fareOur records reflect that there has been multiple calls from Mr [redacted] starting on February 3, in regards must follow the airlines specific fare rules while exchanging the ticketThe customer must be charged the full difference in fareIf the customer is charged a “small amount” of the difference the airlines will not allow the ticket to be reissuedWe utilize a live inventory system for our flight reservationsThe inventory is updated regularly as purchases are made and prices changeThese updates are directly linked to the vendors availability.After further reviewing the customer ticket we are able to verify that the departure flights were usedSince a portion of the customers ticket credit was used due to him taking the departure flights the overall value of Mr [redacted] ’s ticket changes.We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted] Tier Customer Service

My wife and I booked a round trip flight from Charlotte to Dublin on Nov to depart on Nov The Orbitz site let us select seats at the time we purchased tickets but I learned today that it meant nothing Turns out that none of our seats had been confirmed so now we'll be lucky to get a seat on standbyWe had to call [redacted] and [redacted] to try and get seats only to be told that we had to wait until we were at the airport to get themI spoke to Orbitz customer service and they were useless This was my first and last time booking travel with OrbitzI have never had this happen with any other site DO NOT USE ORBITZ FOR TRAVEL

November 19, 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 attentionOrbitz 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 service refund request Our records show on October 19, 2016, Ms [redacted] self-booked an Orbitz.com shuttle reservation via booking number [redacted] in the amount of $We understand from Ms [redacted] complaint, the transport service was not provided by the vendor and is requesting a refund Upon researching the customer’s complaint, we can confirm on November 15, 2016, when Ms [redacted] brought this matter to our attention via email correspondence, a refund in the amount of $was processed back to the original form of payment Orbitz’s goal is to provide an exceptional customer experienceWe do regret any inconvenience she encountered in resolving this matterAs refund has been given to the customer and the issue has been resolved to Ms [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, Angel Anderson Tier Customer Service

Dear Ms [redacted] , Roman","serif The Revdex.com has shared your recent correspondence pertaining to the issues you encountered with your [redacted] Airlines flight, and your refund requests On behalf of Orbitz, I apologize for your disappointing experience, and I appreciate the opportunity to review your account and respond to your concerns Upon receiving your correspondence, we have verified this issue was resolved on March 1, One refund in the amount of $and a second refund in the amount of $was processed back to the original form of paymentThe time it takes to post the refund to their account depends on how quickly your credit card company processes refunds, which is generally within 3-business daysWe thank you for allowing us the opportunity to address the issues brought to our attention We do appreciate your business, and hope that we have a future opportunity to serve you in the futureSincerely, [redacted] Orbitz Customer Relations Tell us why here

Dear ***, The Revdex.com has shared with us your correspondence regarding your recent experience with OrbitzIt is my understanding when you canceled the flight to Mumbai, Orbitz booking number [redacted] , you were advised you would receive a full refund for both tickets; however, you only received a refund for your wife’s ticket You are requesting a refund for the other ticket in the amount of $I appreciate the opportunity to review your account and respond to you On behalf of Orbitz, I would like to apologize for any frustration this has caused you Upon further research, we have confirmed on January 30, 2016, you contacted Orbitz to cancel the flight reservationsAt that time the assisting representative cancelled the flight reservations and submitted a refund request to [redacted] Air for only one of the ticketsThis is why you only received a refund in the amount of $for your wife’s ticket Please know as the representative only requested the refund for one ticket, Orbitz has processed a refund for your son’s ticketThe refund amount of $will be processed by [redacted] Air, and the remaining refund amount of $has been processed by Orbitz, for a total of $ Furthermore, as a gesture of sincerity for your disappointing experience we have added a $Electronic Travel Coupon to your Orbitz accountThis is valid towards the future purchase of an E-Special Rate hotel reservation, either as a stand-alone hotel or in a vacation package The coupon will appear in the booking path for your next qualified reservation, and it is valid until December 31, 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

June 24, 2016Revdex.comComplaint Department – OrbitzDear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a recent flight reservation.As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe will submit our final reply via the Revdex.com's website.Again, we thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] Tier Customer Service

Complaint: [redacted] I am rejecting this response because:Just another example of the ridiculousness of this company and the fact that the left hand doesn't know what the right hand is doingA cruise promotion? I've never said anything about any cruise promotionThis is about their website reservation system not allowing me to put my correct name on my airline tickets as required by both the airlines and the Department of Homeland SecurityAnd their own website says that reservations can be cancelled at no financial penalty within hours of making the reservationI called within the minutes of making the reservation to get the information corrected and all they had to do was cancel the existing reservation and then create a new one with the correct nameBut the person I talked to refused to do anything about the problemThis was not only awful service but it violated their own Terms of Service as published on their websiteMaybe it's time I filed a complaint with the Federal Trade Commission for advertising Sincerely, [redacted]

June 27, Revdex.com Chicago, Illinois Complaint Department Re: Orbitz.com Case # [redacted] Dear Revdex.com, Thank you for taking the time to contact Orbitz.com regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Orbitz.com is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Orbitz.com is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a hotel reservation We understand Mr [redacted] is requesting a refundOn June 24, 2017, we received receipt of the Revdex.com complaint Our records reflect on March 28, 2017, the customer self-booked a package reservationTravel was on Delta Airlines, departing June 13, 2017, from New York to San Juan, Puerto Rico; and returning on June 18, 2017, from San Juan, Puerto Rico to New YorkThe package includes a hotel stay at the Wyndham Garden Palmas Del Mar with two rooms, via itinerary number [redacted] The customer is stating that they booked the all-inclusive room type for both rooms; however once at the hotel the customer did not receive the room type Upon further researching this matter, we can confirm on June 13, 2017, the customer contacted Orbitz.com advising that the room types were not all-inclusiveThe customer advised that the hotel would allow the customer to be upgraded for the all-inclusive; however the hotel would impose a fee of $per personOrbitz.com advised the customer that the room type that was selected was the traditional room with one king bed for each room Orbitz.com advised the customer that the information was provided to the customer at the time of the booking and that the emailed confirmation that was sent did provide this information as well Orbitz.com does not offer the all-inclusive room type to be booked on our site; this room type can only be booked directly with the hotel Furthermore, when finalizing the reservation on Orbitz, the customer agreed to Orbitz’s Terms of UseThe Orbitz Terms of Use explicitly state as follows: The carriers, hotels and other suppliers providing travel or other services are independent contractors and not agents or employees of the Orbitz CompaniesOrbitz Companies are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting therefromOrbitz Companies have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority In no event shall the Orbitz Companies, the Orbitz Partners and/or their respective suppliers be liable for any direct, indirect, punitive, incidental, special or consequential damages arising out of, or in any way connected with, your access to, display of or use of this Website or with the delay or inability to access, display or use this Website (including, but not limited to, your reliance upon opinions appearing on this Website; any computer viruses, information, software, linked sites, products and services obtaining through this Website; or otherwise arising out of the access to, display of or use of this Website) whether based on a theory of negligence, contract, tort, strict liability, consumer protect protection statutes, or otherwise, and even if the Orbitz Companies, the Orbitz Partners and/or their respective suppliers have been advised of the possibility of such damages Based on the above, Orbitz.com is unable to honor the request for the refund We thank you for allowing us the opportunity to address the issues that were brought to our attention Sincerely, [redacted] Corporate Customer Service

Complaint: [redacted] I am rejecting this response because: we purchased tickets in FebruaryFour months laterThis isn't "working your hardest to rectify it"I have spent countless hours on the phone with orbitz, ***, [redacted] AustraliaAll unnecessarilyI will never book through this company againNOWMy husband and my nine year old child and I cannot even SIT TOGETHER because orbitz dropped the ball and took four months to rectify the situationAdditionally we paid more for a flight with only one layover because we have a small childThen, unfairly we were just reaccomodated to a flight where we have two layovers and cannot even SIT TOGETHER? WHAT is the point of using a third party to purchase tickets in advance if they don't even do their jobUnacceptable 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]

December 16, 2016Revdex.comComplaint Department – OrbitzDear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customerWe 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 youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a Best Price Guarantee requestWe understand from the customer complaint that they are requesting their Best Price Guarantee request to be honored.As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe will submit our final reply via the Revdex.com's website.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 usSincerely, [redacted] Tier Customer Service

Dear Ms [redacted] , The Revdex.com has shared your recent correspondence pertaining to your refund I appreciate this opportunity to respond to your concernsPer my previous email sent to the Revdex.com on February 12, Orbitz has refunded the airline's cancel fee in the amount of $to your account ending in *** Furthermore, I advised should you want the $future travel voucher surrendered to please advise me However, I did not receive a response from you to surrender the voucher I apologize for any confusion this may have caused Today, per your request, I have surrendered the voucher in the amount of $to your account ending in *** Please allow to business days for the refund to appear on your account Thank you again for the opportunity to address your concerns Sincerely, [redacted] Orbitz Customer Relations Chicago, IL