Orbitz

December 11, 2017
 
Revdex.com
Orbitz.com
Complaint Department
 
Re: Orbitz Case #: [redacted]
*
Dear Revdex.com,
 
Thank you for forwarding the Revdex.com Consumer Rebuttal from our client, [redacted] We regret to hear that the customer did not accept our response as offered.
 
We have further researched Mr. [redacted] complaint (Revdex.com case number [redacted] regarding his attempt to fly without proper documentation and as previously stated, the customer agreed to Orbitz terms of use by booking on our site, which states the customer retains sole responsibility for ensuring they confirm and secure necessary travel documents and that Orbitz does not provide this information. Orbitz stands by our previous decision and will not agree to provide compensation for the customer’s request.
 
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,
[redacted]
 
Tier 3 – Customer Service
Orbitz, Inc.

June 2, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O-[redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought...

to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from Ms. Wilder’s complaint she is requesting a refund for a flight reservation to be expedited.Our records indicate on June 10, 2016 the customer self-booked a round trip flight reservation using Orbitz.com. The flight reservation was operated by Icelandair, with flights from Denver, CO  to Amsterdam departing on June 13, 2016 and returning from Paris Orly on June 20, 2016We are able to confirm that as of June 13, 2016 this matter was resolved with a refund $1686.26 being processed to the original form of payment. Unfortunately, we are unable to expedite the transfer of funds back into your account. The time it takes the refund to post to the customer’s account depends on the time it takes the airlines and the customer’s credit card company to process refunds.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. Thank you very much . I would also like to thank orbitz for their reasonable and positive response . 
Sincerely, 
[redacted]

May 16,
"Arial","sans-serif";">Revdex.com
Complaint Department – Orbitz.com
Re: Orbitz Case #: O-[redacted]
Dear Revdex.com,
Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Orbitz is responding to the consumer complaint from [redacted]
(Revdex.com case number [redacted]) regarding car rental reservationsWe understand the customer is requesting a refund for $for the Best Price Guarantee
Our records indicate that on April 21, 2016, the customer self-booked flight reservations – itinerary [redacted] – using the self-service tool on the Orbitz websiteTravel is on [redacted] Airlines, departing May 19, 2016, from Orlando, Florida to San Francisco, California, returning May 24, 2016, for one passenger Upon further research, we were able to confirm that on April 28, 2016, Orbitz processed a refund in the amount of $back to the customer's original form of payment for the Best Price GuaranteeThe amount of time it takes to receive a refund will depend upon how quickly Ms[redacted]'s credit card company takes to process 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 Customer Service

April 6,
Revdex.com
"TEXT-ALIGN: justify; MARGIN: 0in 0in 10pt">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 hotel reservationsWe understand the customer is requesting that Orbitz honor the [redacted] Price Guarantee submission
Our records indicate March 20, 2016, the customer booked hotel reservations – itinerary [redacted] – using the self-service tool on the Orbitz websiteHotel accommodations were at the [redacted] Hotel, checking in May 26, 2016, for one nightOn March 24, 2016, the customer booked hotel reservations – itinerary [redacted] – using the self-service tool on the Orbitz websiteHotel accommodations are at the [redacted] Hotel, checking in May 24, 2015, for one night
Upon further research, we were able to confirm on March 27, 2016, a refund of $was processed back to the customer's original form of payment for the [redacted] Price Guarantee submitted for itinerary [redacted]
On March 25, 2016, the customer submitted a [redacted] Price Guarantee claim for itinerary [redacted], which was denied as the screenshot of the competitors website did not list the number of occupants for the reservation. As a goodwill gesture, on April 6, 2016, Orbitz processed a refund in the amount of $back to the customer's original form of paymentThe amount of time it takes for the customer to receive a refund depends on the length of time it takes her credit card company to process refunds
On April 6, 2016, Orbitz provided [redacted]'s online Orbitz account with a $Electronic Travel Coupon 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 their next qualified reservation, and it is valid from one year from the date of issue
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 Customer Service

October 24, 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 numbe[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 October 5, 2016 the customer self-booked a hotel reservation for four travelers using Orbitz.com. The customer purchased a two night hotel reservation at [redacted] Inn & Suites West Knoxville, checking in on October 7, 2017 and checking out on October 9, 2017. The reservation totaled $139.75 and the customer used $9.75 worth of Orbucks.On October 6, 2016 Mr. [redacted] submitted a Best Price Guarantee claim for $130.14. After reviewing the Best Price Guarantee claim we are able to verify that the claim was sent within 24 hours of booking and is identical to the original reservation. Due to this Orbitz has agreed to honor the customers claim. As of October 24, 2016 a refund of the difference of what was paid amounting to $19.36 was processed to the customers original form of payment. The amount of time it takes the customer to receive the funds depends on the customers banking institution. $50 worth of Orbucks was also added to Mr. [redacted] account.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.
Sincerely,
 [redacted]

Complaint: [redacted] I am rejecting this response because:I booked a Deluxe Suite on Orbitz. The hotel in question is claiming the room I stayed in was a Deluxe Suite, but it was not. Orbitz should not rely on the hotel management's claim. I have pictures to prove that the room was not a Deluxe Suite. Orbitz could compare my pictures to the pictures on the hotel's own website and the description in words on Orbitz's website. To resolve my complaint, Orbitz offered me a rebate in the form of a credit to be applied after a future pre-paid booking is made, but the process they described to fulfill this requires too many steps. To put this issue behind me, I would accept the amount offered by Orbitz, but instead applied as a credit back to my credit card for the already-completed hotel stay that caused this complaint. This would be the right course of action, since my complaint is about the already-completed hotel stay. Sincerely, Mukund [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 customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been...

brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding a flight reservation. We understand from Ms. [redacted] complaint she is requesting a refund due to locating a lower price within 24 hours of booking her reservation.Our records reflect on August 5, 2016 the customer self-booked round trip flight for four passengers on Orbitz.com. The customers flights were operated by [redacted] Airlines, departing from Buffalo, NY to San Jose on April 9, 2016 and returning on April 17, 2016. This flight reservation totaled $2,279.80.Upon further research, we respectfully request that the customer provide us with screenshots of the correspondence between her and our Best Price Guarantee claim team. The requested information will enable us to appropriately address Ms. [redacted] concerns.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

April 22,
"Arial","sans-serif";">Revdex.com
Complaint Department – Orbitz.com
Re: Orbitz Case #: O-[redacted]
Dear Revdex.com,
Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding transportation reservationsWe understand the customer is requesting a refund in the amount of $ Our records indicate that on February 5, 2016, that the customer booked roundtrip transportation – itinerary [redacted] Upon further research, we were able to confirm that on April 14, 2016, the customer contacted Orbitz via social mediaOn April 14, 2016, Orbitz processed a full refund in the amount of $back to the customer's original form of paymentThe amount of time it takes for the customer to receive a refund depends on the length of time it takes for their bank to process refunds
If you have any further questions or concerns regarding this matter, please feel free to contact us
Sincerely,
[redacted]
Tier Customer Service

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

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

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

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

November 29, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted]
Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been...

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

September 5, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #[redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been...

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

May 24, 2018
Revdex.com
Complaint Department- Orbitz
RE: Case number- [redacted]
Dear Revdex.com,
Thank you for your reply. We regret to hear that you were unhappy with our response and/or resolution offered.
On March 2, 2018, [redacted] self-booked a four-night stay at the [redacted] Resort by Diamond Resorts. The hotel rules and restrictions were displayed throughout the online booking process.
While booking her trip online, Ms. [redacted] acknowledged that she read and accepted the hotel Rules & Restrictions, which advised:
Important information about your booking,This special discounted rate is non-refundable. If you choose to change or cancel this booking you will not be refunded any of the payment. Furthermore, while finalizing the reservation on Orbitz.com, Ms. [redacted] agreed to Orbitz Terms of Use which explicitly state as follows:
The carriers, hotels and other suppliers providing hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of Orbitz. Orbitz is not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. Orbitz has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Orbitz makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasing. We provide the customer’s selection details on several pages for their review including the final payment screen. Orbitz serves as a third-party agency for travel providers such as hotels, car rental agencies, and airlines; as such we must abide by and enforce the terms and conditions set forth by our partners. We advocated with the hotel on Ms. [redacted]’s behalf to see if they would allow a refund, however, they advised that they were following their penalty guidelines and would not be refunding. Unfortunately we are unable to offer any compensation for this issue either.Based on the above, Orbitz is unable to honor the refund request. Once again, we thank you for allowing us the opportunity to address Ms. [redacted]’s concerns. If you have any other questions, please do not hesitate to contact us.
 
Sincerely,
[redacted]
Corporate Customer Service

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

August 4, 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 package. We understand from Ms. [redacted] complaint she is requesting a full refund of her package reservation.  Our records indicate on July 4, 2016 the customer self-booked a purchased a package reservation for two travelers. The customer purchased a six night hotel reservation at [redacted] Cancun All Inclusive, checking in on July 14, 2016, and checking out on July 19, 2016. The customers flights were operated by [redacted], departing from Newark, NJ to Cancun on July 14, 2016 and returning on July 19, 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. Based on the hotel cancelation policy Ms. [redacted] agreed upon when 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.”We can confirm that Ms. [redacted] contacted customer service on July 5, 2016 in regards to canceling her package reservation. The agent that assisted the customer voided the customers flights. Since the flights were successfully voided within 24 hours of purchase, the authorization of $661.74 should have been released back to the customers card. These authorizations typically release within 24-48 hours. Due to the customers hotel reservation being non-refundable Orbitz made multiple attempts to contact the hotel via phone and via email to receive authorization to cancel and refund the customers hotel reservation.On July 8, 2016 an agent in our customer service was able to reach a reservations agent at the hotel. After reviewing the customers non-refundable reservation the hotel authorized a refund of the reservation minus the first two nights. As of July 8, 2016 a refund of $542.67 was processed to the customers original form of payment. The amount of time it takes the customer to receive depends on the customers banking institution.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

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

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

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

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