Orbitz

December 28, 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 fromOrbitz is responding to the consumer complaint from Neil [redacted] (Revdex.com case number [redacted] regarding a hotel reservation. We understand from the customers complaint he is requesting a refund of his hotel reservation as he did not realized he booked it in error. Our records indicate that on November 24, 2016 the customer self-booked a hotel reservation for two travelers. The customer purchased a seven night hotel reservation at the Aparthotel Adagio Muenchen City, checking in on September 20, 2016, and checking out on September 27, 2016. The customer was able to open and review the confirmation email the same day at 2:09 PM.On November 26, 2016 our records reflect Mr. [redacted] submitting multiple Best Price Guarantee requests for this itinerary. Due to the hotel not being the same the claims were denied. On November 28, 2016 Mr. [redacted] contacted our customer service to request the cancelation of his reservation. Per the terms and conditions of the reservation agreed to upon booking the reservation.The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.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. Due to this Orbitz is unable to issue refunds for non-refundable reservation unless the property manager authorizes the refund. We are able to confirm that this matter was resolved on December 16, 2016 when a full refund of the customers reservation was issued. The amount of time it takes the customer to receive the funds depends on the customers banking institution.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

Complaint: [redacted]
I am rejecting this response because:again the same answer is given repeadily. The prices were continuously advertised for over an hour at more than half the cost so there was nothing live about it. This is not acceptable nor is how it has been handled I will not use your site anymore nor will anyone I know. I am very disappointed and I feel like I was lied to and the practices done by your company were dishonest and false advertising. 
Sincerely,
[redacted]

Dear Ms. [redacted],
The Revdex.com has shared your recent correspondence pertaining to your nonrefundable tickets. I appreciate this opportunity to respond to your concerns.
I found that you booked a ticket on March 12, 2015, for travel on November 25, and you purchased trip insurance...

with [redacted]. Recently, you needed to cancel the trip due to a death in the family. You believe that travel insurance you purchased should cover the refund of the ticket. I apologize for any inconvenience this may have caused.
Orbitz has confirmed your reservation history in our website logs, as well as the underlying airline reservation system. We have confirmed that the flight was booked correctly, with the terms and conditions of the ticket along with the insurance policy explaining the reasons for a refund presented.
Orbitz, as with any travel agency, is required to apply the fares at the exact moment of your booking. The ticket was sold with the understanding that the fare was non-refundable and certain restrictions apply. As a distributor of tickets for the airline, we do not have authorization to refund non-refundable tickets. Non-refundable ticket rules include airline waivers only in the event of the death of the traveler or spouse; this policy is consistent throughout the airline industry, and the same rules would apply if you had booked the ticket directly from the airline or another travel agency.
Ms. [redacted], because [redacted] is a third party vendor, you will need to contact them directly to process your claim. You can find the information to process a claim at [redacted]travelinsurance.com and go to the "file a claim tab".
Thank you for bringing this to our attention. We appreciate your business, and we 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

March 23, 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 they requesting a refund of her canceled tickets to be expedited.Our records indicate onJanuary 13, 2017 the customer self-booked a flight reservation on Orbitz.com. The flight reservation was operated by [redacted] Canada with flights departing from Minneapolis, MN to Shanghai on March 11, 2017, and returning on April 1, 2017.We are able to verify that the customer called Orbitz on March 5, 2017 due to their reservation being canceled. At that time were able to verify that the customers reservation was canceled by the airlines due to their particular flight reservation not being available. 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. Please note, [redacted] Canada was the merchant of record and the company that charged the customer’s credit card. On March 5, 2017  Orbitz processed a refund for the customers flights. The refund was sent to the original form of payment. The amount of time it takes the customer to receive depends on the customers banking institution.We apologize for any inconvenience this lapse in time may have caused you. We would also like to apologize for the customer service issues you experienced in trying to receive assistance with you flight reservation and its associated charges. We would like you to know that every reservation is important to us and our main goal is to provide a smooth and pleasant experience to our members.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 8, 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 hotel reservation. We understand from Mr. [redacted] complaint he is requesting a refund due to a recently submitted Best Price Guarantee claim.Our records indicate on April 21, 2017 the customer booked a hotel reservation for two travelers. The customer purchased a one night hotel reservation at [redacted] Saigon Hotel & Spa, checking in on May 7, 2017 and checking out on May 8, 2017.After further review of the customer’s account we can confirm that on December 24, 2016 the customer canceled the hotel reservation. Since the reservation was canceled prior to check-in the customer was issued a full refund. At this time we are unable to further assist with this matter.We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

Complaint Department     Re: Orbitz Case #: [redacted]     Dear Revdex.com,     Thank you for forwarding the Revdex.com consumer rebuttal from [redacted].  We regret to hear Mr. [redacted] did not accept our response and/or resolution offered.   As previously advised, on July 31, 2017, the customer self-booked the reservation. During the booking and checkout path on our website, it was disclosed that Orbitz does not provide Passport/Visa requirements for international travel. The emailed confirmation that was sent did provide this information as well.   The customer has a flight credit with [redacted] Canada; which is valid for 1-year from the original date of issue of April 16, 2017. The customer would be responsible for the imposed [redacted]line change fee of $300.00 per person; plus any fare difference.   Please note that if the tickets are not used within the timeframe, [redacted] Canada will consider the tickets as a lost value.   Based on the above Orbitz is unable to honor the refund request and or compensation. Orbitz request that the Revdex.com advises the customer, we consider this issue as closed and will no longer address this issue any further.   We thank you for allowing us to address this matter further.     Sincerely,   [redacted] Corporate Customer Service

March 20, 2018 Revdex.com Orbitz – 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. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com complaint [redacted]) regarding a hotel refund request. Our records show that on March 02, 2018, Ms. [redacted] or an authorized user self-booked an Orbitz.com non-refundable hotel reservation via booking number [redacted] with a check-in date of March 02, 2018. The check-out date was set for March 3rd, 2018. We understand from Ms. [redacted] complaint, she admits she made the booking online and minutes later called Orbitz to try to cancel the reservation. Ms. [redacted]r is requesting a refund of the total amount paid of $179.16USD. Upon researching the customer’s complaint, we can confirm that this was an error made on the part of the customer as stated on the complaint. We have reviewed the call Mr. [redacted] made to customer support on March 2nd. Mr. [redacted]r admits to having booked a non-refundable hotel reservation and wants to change the check-in date to March 3rd. Upon being told this our agent informs Mr. [redacted]r that she will contact the hotel and attempt to receive authorization for a refund. The Orbitz agent calls the hotel and is not given authorizatin to refund the reservation and is not authorized to change the date as the hotel agent mentioned the same room type is not available for March 3rd. The Orbitz agent clearly explains this to Mr. [redacted]r and he politely requests to speak to a supervisor. The supervisor checks the reservation, checks to see if there is anything he may offer, and advises that we could only assist by making another reservation. The hotel at no point authorized a refund and the customer understood the agents at all times. On March 3rd, 2018, Ms. [redacted]r filed a Revdex.com complaint to try to get this reservation refunded. Orbitz’s goal is to provide an exceptional customer experience. We do regret any inconvenience he has encountered in resolving this matter. In the future, we do suggest Mr. and Mrs. [redacted]r verify the hotel penalty period before booking a hotel reservation. They may also contact Orbitz or whomever they book with by phone. Because of the information provided 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 Support

August 27, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #[redacted]
Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been...

brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding a hotel reservation. We understand from the customers complaint that they are unhappy about charges sustained when changing their reservation.Our records indicate on August 3, 2016 the customer self-booked a hotel reservation for two travelers using Orbitz.com. The customer purchased a one night hotel reservation at [redacted] And Suites Huntsville, checking in on August 13, 2016, and checking out on August 14, 2016.On July 17, 2016 Orbitz advocated on the customers behalf and contacted the Holiday Inn Express Elkhart North. They advised that on July 22, 2016 the customers card was authorized per policy. The customer was never charged and they advised that the authorization was dropped off the customers card within a week. At this time we are unable to offer further compensation.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and the airlines and is subject to the rules and restrictions of those providers. Based on the cancellation and change policy that Mr[redacted] agreed to at the time of booking, the room type and rate selected are non-refundable. Should the customer change or cancel this reservation for any reason, the payment will not be refunded.On August 12, 2016 the customer called Orbitz multiple times in regards to changing the dates of the hotel reservation. Due to the hotels cancellation and change policy Mr[redacted] agreed to at the time of booking our agents were unable to change the customers reservation without authorization from the hotel. Per documentation multiple agents contacted the [redacted] And Suites Huntsville on the behalf of the customer to request authorization to change the reservation without the customer sustaining any changes. Each time our agents called the property the hotel representative refused to provide their name or authorization to change the reservation. Due to this Orbitz was unable to change the customers reservation.Finally on August 12, 2016 a supervisor was able to contact the [redacted] And Suites Huntsville and receive authorization to change the customers reservation without Mr[redacted] sustaining any change fees. As this matter was resolved on August 12, 2016 successfully we are unable to refund the customer for his hotel reservation.If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,[redacted]Tier 3 Customer Service

Dear Ms. [redacted],The Revdex.com has shared with us your recent
correspondence regarding your Orbitz experience. It is my understanding that
you intended to book a ticket for your daughter; however, the ticket was booked
in your name. I appreciate the opportunity to review your account...

and respond
to you.On behalf of my colleagues at Orbitz, I sincerely
apologize for this unfortunate situation.Please know it is the responsibility of the Orbitz member
or the person using the account on the member’s behalf to confirm all travel
specifications before completing the booking process.  Orbitz is explicit in the importance of
reconfirming the traveler and itinerary selections.  Throughout the booking process and prior to
the final selection, the website recaps the selections made by the member.  The traveler name is highlighted above the
purchase button on the final ‘Review and purchase’ page, along with a link to
change the traveler name, if necessary.The ‘Review and purchase’ page presented Miriam [redacted] as
the traveler and you agreed to book the ticket.  The booking could not have been consummated without your explicit
agreement to the fare rules.  Once the
airline confirms your reservation and a ticket has been issued, Orbitz confirms
the ticket number, traveler and itinerary details to our members in a ‘Travel
Document’ email, which is typically sent to you within 1 hour of you completing
the booking.Ms. [redacted], certainly mistakes can happen, particularly on
the Internet.  If a mistake is brought to
our attention within 24 hours of the booking, Orbitz may have the ability to
void the ticket sale.  In this case, the
sale has been reported to the airline and Orbitz cannot change the passenger
name.While I recognize your disappointment, Orbitz is unable
to comply with your request for a name change.  All airline tickets are non-transferable and once issued, airlines do
not allow passengers to change names on tickets.  As a travel agency, Orbitz is a distributor
of tickets for the airlines and is required to apply the rules and restrictions
of the airline carrier.Nevertheless, we do value you as a customer, and while we
cannot provide you with a refund for the ticket, as a gesture of sincerity for
your disappointing experience we would like to offer you a future travel
voucher in the amount of $427.20 to be used on your next Orbitz.com booking. Our
voucher is meant to emphasize our commitment to you, and we remain hopeful you
will continue using Orbitz for your travel planning needs.Here are the instructions for
the future travel voucher:When you make your next booking
on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us
at [email protected].  Please reference case number [redacted] and my letter offering the $427.20 voucher in your
request.  Orbitz will then issue a credit to the card used for the new
booking.  This offer is valid for one year from the date of this letter,
until December 7, 2016.Ms. [redacted], we wish our reply could be more
favorable.  Please be assured that Orbitz
values your business and we hope to have a future opportunity to restore your
confidence in our service and products.Sincerely,Shalon [redacted]Orbitz Customer RelationsChicago, IL

November 21, 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 the customers complaint she is unhappy about the price increase experienced while attempting to book a 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. 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. Orbitz is unable to alter the airlines rates to reflect the price that was first displayed to Ms. [redacted].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

January 26, 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 she is unhappy about not being able to purchase a flight at the price advertised along with site errors encountered when attempting to finalize her 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. 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.When a customer makes a purchase, Orbitz applies a credit authorization toward the credit card to determine if the card is valid. This is a temporary hold and if a booking is not successful, the full authorization may remain on the customer’s credit card; however, each bank or credit card company policy is different. Although the credit card authorization is attempted on our website, they are not charges from Orbitz. We regret that the customer was inconvenienced by recent charges when attempting to book their flights. Typically, our system authorizes a small amount to ensure that the credit card is valid. Once we receive that authorization, we forward the information to the airline so that they may charge the customer directly for the flights.We apologize for any inconvenience this lapse in time may have caused Ms. [redacted] We would also like to apologize for the customer service issues experienced in trying to obtain confirmation of her reservation and its associated charges. We would like Ms. [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. We are able to confirm that on January 4, 2017 a call was made into our customer service. The agent was able to confirm the reservation with the airlines and send an email to the customer confirming the outbound flight. We again, sincerely apologize for the confusion.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

August 18, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted]
Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been...

brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a hotel reservation. We understand from the customers complaint she is unhappy about the price increase that took place while attempting to book.Our records indicate that on July 30, 2016 the customer self-booked a hotel reservation for two travelers using Orbitz website. The customer purchased a five night hotel reservation at Tidelands Caribbean Hotel and Suites, checking in on August 11, 2016, and checking out on August 16, 2016.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. We utilize a live inventory system for our car 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. At this time we are unable to offer compensation to the customer due to the price increase.As prices will fluctuate, Orbitz offers our Best Price Guarantee promotion as a benefit to our customers. The benefit is that we will match the price if a lower price is found online. There are many terms and conditions with the Best Price Guarantee policy. Some of the terms are as follows:• The lower price must be found and submitted within 24 hours of purchase• The Best Price Guarantee claim must be submitted online• Not all travel items are eligible for the Best Price Guarantee• The lower price must be shown in a screen shot in United States currency• The items with the lower price must identical (i.e. same hotel, room type, check-in and check-out dates) The full terms and conditions of the Best Price Guarantee can be found at the link below.https://www.orbitz.com/p/info-other/guaranteesIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

April 11, 2016
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 flight and hotel vacation package reservations. We understand the customer is requesting a full refund for their reservations.
Our records indicate on March 11, 2016, the customer booked flight and hotel vacation package reservations – itinerary [redacted] – using the self-service tool on the Orbitz website. Travel was on [redacted], departing June 7, 2016, from Orlando, Florida to Santo Domingo, Dominican Republic, returning June 13, 2016, for one passenger. Hotel accommodations were at the Hotel [redacted], checking in June 9, 2016, for four nights. The Orbitz waiver was booked in conjunction with the vacation package reservations, for a total amount of $679.36.
Upon further research, we were able to confirm March 14, 2016, the customer contacted Orbitz regarding cancelling their vacation package reservations. On March 14, 2016, the amount of $130.44 was refunded back to the customer’s original form of payment. On April 1, 2016, the remaining amount of $548.92 was refunded back to the customer’s original form of payment, for a full refund of $679.36.
The amount of time it takes for Ms. [redacted] to receive a refund depends upon how quickly her credit card processes refunds.
We hope that with the information provided, we have addressed all of the customer’s concerns and look forward to assisting them further with their future travel needs.
If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
[redacted]
Tier 3 Customer Service

November 18, 2016Revdex.comComplaint 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 case number [redacted]) regarding a flight reservation. We understand from Mr. [redacted] complaint he is requesting a refund of his canceled flight reservations.Our records indicate that on May 7, 2016 the customer self-booked round trip flight for two passengers on Orbitz.com. The customers flights were operated by [redacted] Airways, departing from New York, NY to Punta Cana on February 18, 2017 and returning on February 25, 2017.From time to time and for a variety of reasons, airlines issue schedule changes. We understand that these changes can be inconvenient, time consuming and not customer friendly. However, 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. American Airlines and United Airlines were the operating carriers and merchants of record for the customers flights (the entity that received the funds and the companies that charge the credit card) on this itinerary. Orbitz has no control over when, or how often, airline initiated schedule changes occur. Orbitz cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies.We are able to confirm that this matter was resolved on September 2, 2016 [redacted] Airways processed a full refund of the flight reservation. The amount of time it takes the customer to receive the refund depends on the airlines and the customers banking institution. The airlines also provided the bank reference number [redacted]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

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.
 Hello, I am sorry about not replying to message on Revdex.com site. I did not get any emails until this one, so I assumed the complaint was still being processed. I would just like to let you know that Orbitz refunded me the full amount, so I would like to thank you for helping me resolve this issue. I am pretty sure without your help I would not have been able to get my money back. So the ticket should be closed as "customer is happy with solution":) Thank you very much again...and sorry for adding unnecessary work by writing this email, but I wanted to thank you, and inform you that the solution was to my liking. Have a nice weekend![redacted]
Sincerely,
[redacted]

June 19, 2017
 
Revdex.com
Orbitz.com   
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 Miss [redacted] (Revdex.com case number [redacted]) regarding a question about provision of her credit card information to the airline that she booked through on our website and foreign transaction fees.
 
Our records reflect on June 15, 2017 Ms. [redacted] accessed Orbitz.com and self-booked itinerary # [redacted] for flights aboard Air [redacted], departing from Mumbai, India August 27, 2017 for [redacted] [redacted], returning September 1, 2017. 
 
By completing her booking on our website, Ms. [redacted] agreed to our Privacy Policy. Our Privacy Policy specifically provides as follows:
 
This website may share your information with the following entities:
Suppliers, such as hotel, airline, car rental, and activity providers, who fulfill your travel reservations. Throughout this site, all services provided by a third-party supplier are described as such. By making a reservation through this site, you are authorizing us to disclose to suppliers the information required to complete the booking and deliver the related travel. These suppliers are not controlled by Orbitz and personal information disclosed to them is subject to the applicable supplier's privacy policy and security practices. Therefore, we encourage you to review the privacy policies of any travel supplier whose products you purchase through this site.
 
As Orbitz acts only as a third party booking intermediary, and the airline is the merchant of record, and the entity that charges the customer’s credit card, Orbitz must provide the information to the airline so that they may place the charges for their tickets on the customer’s account.  Also, as the customer booked on our USA site for foreign flights, and charges were calculated in US Dollars, the foreign airline making the actual charges would charge any foreign conversion rate or transaction fees due.  Orbitz, acting as a booking agent is subject to the terms and conditions of t6he vendors who utilize our booking services.
The only mention we find in case notes of an offer for Orbucks compensation was for a completely different itinerary and flights that the customer was considering rebooking due to a discrepancy in time she needed to fly.  The offer of Orbucks appears to have been to offset the price difference for the new flight.   This was not due to an Orbitz error, but only offered as a courtesy.  The flight was not changed and the Orbucks were not added.
As we do not see any error on the part of Orbitz, and booking information was correctly transferred to Air [redacted] , we would not offer any compensation to Ms. [redacted] for transferring her information to the airline she chose to book with or the foreign transaction and conversion fees, which are a normal part of a foreign booking process. 
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

May 15, 2018
 
Revdex.com
Orbitz.com - Complaint Department
 
Re: Expedia Case #: [redacted]
 
Dear Revdex.com,
 
Thank you for forwarding the Revdex.com Consumer Rebuttal from our client, Mrs. Jennifer [redacted]
 
We have further researched Ms. [redacted] complaint (Revdex.com case number [redacted]) regarding a refund due under the Orbitz Travel Protection Plan. .
 
Our records show this matter was resolved on May 11, 2018 when the customer contacted Orbitz.com and our agent refunded her itinerary in full, as authorized in our previous response.  Orbitz now considers this matter to be closed.
 
Again, we thank you for allowing us the opportunity to re-address the issues that were brought to our attention. As this matter has been resolved, we respectfully request the Revdex.com close this case. 
 
If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
 
Sincerely,
 
Roseanne [redacted]
Tier 3 Corporate Customer Service

Complaint: [redacted]
I am rejecting this response because:  The [redacted] Hotel signs a contract with Orbitz. Orbitz acts as a middleman and did nothing to provide a refund.  Management was away for Easter vacation and I had to get involved because Orbitz was helpless. They should allow an exception at least once. Orbitz said via telephone they issue refunds within a 24 hour period but my last phone call, (after many calls) they said this excludes hotels eve if it doesn't say non refundable. Orbitz reps and management have lied to me after keeping on numerous phone calls for more than an hour.  Ivan a manager in the Philippines office said he was processing a refund  he had me on hold for about an hour. He said he spoke with [redacted] and to wait 24 hours for email refund confirmation. I will stand by what I was told by [redacted] the manager at Orbitz from telephone confirmation 4/3/17. Orbitz should allow the exception and if they can't refund me they should issue me a $634 credit to use within one year 4/3/18. They can't have management lie because they feel helpless with a customer. Many others are complaining about the same issues under complaints with Orbitz via internet. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:It is not clear to me what additional information is needed for research.  It took nearly a month for any response and I'm therefore leery that granting additional time - without details as to the current delay - will provide a sufficient response
Sincerely,
[redacted]

March 23, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: S-[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 reservations. We understand the customer is requesting that Orbitz honor their Best Price Guarantee submission.Our records indicate on March 17, 2016, the customer booked flight reservations – itinerary [redacted] – using the self-service tool on the Orbitz website. Travel is on [redacted] Airways, departing April 5, 2016, from John F. Kennedy, New York to Albuquerque, New Mexico, returning September 20, 2016, for one passenger.On March 23, 2016, Orbitz processed a refund in the amount of $21.99 back to the customer’s original form of payment as a goodwill gesture. The amount of time it takes to receive a refund depends on how quickly the customer’s credit card company takes to process refunds.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted]Tier 3 Customer Service