Orbitz

January 10, 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 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 flight We understand you are seeking a refund for flights due to a pricing errorWe researched this matter further and our records show a flight reservation departing from San Francisco, Ca to London, England, with a connection in Paris was booked via our website by Mr [redacted] or an authorized user to their Orbitz accountOur records show the airlines did not honor the price due to a system error as a result no tickets were issuedThe refund was processed on January to card ending in the amount of $for itinerary number [redacted] ; you should expect to receive your refund within to billing cycles, as the refund will be coming from Air [redacted] *ave also submitted the refund request to the airlines and you should expect to refund in the amount of $as of January 10, 2018, please allow to billing cycles to see refund reflected back on to your accountWe apologize for any inconvenience this may have causedWe 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] Corporate Customer Service

Initial Business Response / [redacted] (1000, 5, 2014/07/18) */ Dear Mr [redacted] The Revdex.com has shared with us your correspondence regarding your recent experience with OrbitzI understand you are upset as you state the property you booked with Rent a Villa by [redacted] was supposed to be a pool home and not a townhomeI appreciate the opportunity to review your account, and respond to you After further research, we do show the property type you selected when booking the reservation was, "4BR/3BA - Standard Townhome - twin (single) beds or king bed and twin (single) beds and queen bed." Per the information listed on the Orbitz website by the property, they do advise that the townhomes do not have private pools Nevertheless, we do value you as a customer, and as a gesture of sincerity for your disappointing experience, we would like to offer you a $future travel voucher to be used on your next Orbitz.com bookingOur 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 [redacted] @Orbitz.comPlease reference case number XXXXXXX and my email offering the $voucher in your requestOrbitz will then issue a credit to the card used for the new bookingThis offer is valid for one year from the date of this email, until July 18, Mr***, we appreciate your business, and we hope you will continue to use Orbitz in the future for your travel needs Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

September 8, 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 [redacted] (Revdex.com case number [redacted] regarding a hotel reservationWe understand the customer is requesting a full refund of his hotel reservation.Our records indicate that on September 6, the customer booked a hotel reservation for one travelerThe customer purchased a one night hotel reservation at MiniStay - Astoria Broadway, checking in on September 7, 2016, and checking out on September 8, 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 providersBased on the cancellation and change policy agreed upon by MrMiller at the time of purchase, Cancellations or changes made after cheare subject to a hotel fee equal to 100% of the total amount paid for the reservationDue to this Orbitz is unable to authorize a full refund of the reservation.We understand that the customer was not happy with the property since it was not a hotel and was unhappy about the lack of a front deskBy selecting to self-book a reservation, our customers act as their own travel agent and it is their responsibility to verify the reservation detailsDuring the booking process and right before the reservation is completed the booking details are displayed for confirmationPlease review the hotel details that were agreed to upon booking the reservation below.MiniStay - [redacted] Broadway places you mi (km) from Astoria ParkThis 3-room aparthotel welcomes guests with conveniences like free in-room WiFi, express check-in, and express check-out.Rooms:All recently renovated apartments feature free bottled waterGuests can stay connected with free WiFiBathrooms offer free toiletries, and memory foam beds with Egyptian cotton sheets ensure a restful nightBathrooms are shared.Special cheinstructions:There is no front desk at this propertyTo make arrangements for cheplease contact the property ahead of time using the information on the booking confirmation.We sincerely regret that we are unable to offer a more satisfactory response or resolution to Ms [redacted] concernAt Orbitz we try as much as possible to provide not only excellent customer service but we also try to exceed what is expected of usHowever 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 customersWe are not trying to discharge ourselves from any responsibility; we only want to convey that we were able to provide Ms [redacted] with the necessary information related to her flight purchase before our system asked her to complete the reservation online.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted]

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 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 hotel reservationWe understand the customer is unhappy about not being able to utilize his hotel reservation.Our records indicate that on July 31, the customer self-booked a hotel reservation for two travelers using Orbitz.comThe 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 providersAt 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 OrbitzOrbitz 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 fromOrbitz 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, the customer called customer service due to the hotel advising that they were sold out therefore they were unable to accommodate the customerWe 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 chargesWe 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 Customer Service

August 22, 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 [redacted] (Revdex.com case number [redacted] ) regarding a flight reservationWe understand from Mr [redacted] ’s complaint he is requesting a refund of the return portion of his ticket.Our records indicate on May 7, the customer self-booked a round trip flight for two travelersThe flight reservation was operated by [redacted] , with flights departing on June 13, from Vancouver to Bangkok and returning on July 8, 2016.As of the response deadline of this complaint, have contacted [redacted] and are unable to obtain the necessary information from them needed to provide and appropriate reply to the customers complaintAt 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, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,H [redacted] Tier Customer Service

November 24, Revdex.com Complaint Department - Orbitz Re: Orbitz Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] (Revdex.com complaint [redacted] )We regret to hear Mr [redacted] did not accept our response and/or resolution offered Orbitz’s goal is to provide an exceptional customer experienceThe customer provided more information regarding the original complaint We apologize for any inconvenience Mr [redacted] encountered with the hotel reservation booked on our website We would like to inform you, Orbitz has processed a refund of $back to the original form of payment used by Mr [redacted] to book the hotel reservationAs a refund has been given and the issue has been resolved to the customer’s desired outcome, Orbitz considers this matter closed Again, 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

September 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 [redacted] (Revdex.com case number [redacted] regarding a hotel reservationWe understand from Ms [redacted] complaint she is requesting a refund of the hotel reservation due to not being able to use the coupon.Our records indicate on May 17, the customer self-booked a hotel reservation for two travelers using Orbitz.comThe customer purchased a four night hotel reservation at [redacted] Daytona Beach Oceanfront, checking in on June 1, 2016, and checking out on June 5, 2016.We were able to confirm that Ms [redacted] called customer service on May 17, due to her coupon not being added to her bookingAs a good will gesture our agent offered a $couponDue to the customer booking the reservation in a guest account the agent was not able to add the coupon to the reservationAlso on May 17, the customer emailed our customer service regarding not being able to use her couponAfter further investigation our agents were unable to locate any errors with our coupon application box.Based on the cancellation and change policy agreed upon by Ms [redacted] at the time of purchase, The room type and rate selected are non-refundableShould you change or cancel this reservation for any reason, your payment will not be refundedDue to this we are unable to authorize a refund of the customers reservation.We understand that when the agent offered the $coupon they were unable to apply it to Ms [redacted] guest accountDespite his recent experience, we do value his businessOrbitz issued a $Orbitz Travel Coupon to use on a future trip into the customers permanent account associated with the email providedThis coupon is valid towards the future purchase of an E-Special Rate hotel reservation, either as a stand-alone hotel or in a vacation packageThe coupon will appear in the booking path for the next qualified reservation, and it is valid until one year from the date of this letter.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

May 23, 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 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 flightWe understand you are a refund for the difference in a lower price found on a recent flight booked through OrbitzWe researched this matter further and our records show a flight reservation departing from Toronto to Port of Spain was booked via our website on March 27, without any assistance from an Orbitz representative Orbitz has a program we offer to our customers called the “Orbitz Price Guarantee” and the general terms of honoring a price match are as follows: Thanks to the Orbitz Price Guarantee, you can book with confidence, knowing that if you find your flight, car rental, cruise or activity cheaper on our site or another site within hours, we'll refund you the differenceFor packages, you have up until hours after booking and for hotels; we go even further and accept claims up to hours before check in! On May 3, we received a claim for the lower price found in airfare; however the claim was rejected because it was not submitted within hours of booking the reservation as required for flight only reservationsIn light of our findings; while we understand Ms [redacted] concerns we cannot honor a refund in this matterWe regret our response could not be more favorableWe 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] Corporate Customer Service

Complaint: [redacted] I am rejecting this response because: it is ridiculous that putting a military service member our over 2,dollars is ok If anything why can't orbitz give a credit in exchange or a refund How is your response even good customer service I am very disappointed in orbitz and highly doubt I will be using your services again Sincerely, Juan [redacted]

November 9, 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 a flight reservationWe understand from Mr [redacted] complaint he is requesting a refund for his flight reservation.Our records indicate on September 12, the customer self-booked a round-trip flight reservation on Orbitz.com for one travelerThe flight reservation was operated by [redacted] Airways with flights departing from Asuncion to Dakar on September 15, and returning on September 23, 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 providersAs Air 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.Via the customers complaint we understand that the customer is requesting a “refund of an airline ticket, cancelled within hours after booking” Per our records we can confirm that you were unable to successfully contact Orbitz customer service hours after bookingDue to this the reservation was not canceledWe understand that there can be long wait times due to natural disasters or other unforeseen issuesDue to this we provide customers the option to cancel flights online through their Orbitz accountWe can verify that the customer did not cancel the reservation online, through our customer service, or directly with the airlines within hours of purchaseAs Mr***’s reservation was not canceled at all the reservation was marked as a “no-show” with [redacted] AirwaysDue to this the airlines refused to process a refund for the customers reservation therefore we are unable to offer any compensation for this matter.We sincerely regret that we are unable to offer a more satisfactory response or resolution to your concernAt Orbitz we try as much as possible to provide not only excellent customer service but we also try to exceed what is expected of usHowever 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 customersWe 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 attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted] Corporate Customer Service

July 27, 2016Revdex.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, 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 cancellation and change policy agreed upon by Ms [redacted] at the time of purchase, Cancellations or changes made after cheare subject to a hotel fee equal to 100% of the total amount paid for the reservation.After contacting the property manager they advised that due to the customer utilizing the room they are unable to authorize a refund of the reservationWe thank you for allowing us to address this matter furtherIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted] Tier Customer Service

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