Orbitz

Complaint Department     Re: Orbitz.com 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 June 27, 2017, the emailed confirmation that was sent to the customer at the time of the booking reflects the room types were the traditional room with one king bed for each room. There was nothing on the confirmation that reflected that the customer booked an all-inclusive.   Orbitz.com does not offer the all-inclusive room type to be booked on our site; this room type can only be booked directly with the hotel.    Orbitz.com is unable to honor the request for the refund and 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

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 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 they are requesting compensation as they did not receive premium economy seats.Our records indicate that on February 3, 2016 the customer self-booked round trip flight for one passenger on Orbitz.com under itinerary [redacted]. The customers flights were operated by [redacted], departing from Chicago, IL to Chengdu on May 9, 2016 and returning on August 18, 2016. The customer purchased Economy / Coach class tickets.Our records also indicate that on February 3, 2016 the customer self-booked round trip flight for one passenger on Orbitz.com under itinerary [redacted]. The customers flights were operated by [redacted], departing from Chicago, IL to Chengdu on May 9, 2016 and returning on August 18, 2016. The customer purchased Economy / Coach class tickets.Our records confirm that on February 9, 2016 the customer was contacted by our corporate customer service agent and advised that the tickets were originally purchased in Economy / Coach class and we are unable to upgrade these tickets to premium economy as the airline carrier did not permit it. Due to this we are unable to provide compensation.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

November 3, 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 Yuk [redacted] (Revdex.com case number [redacted]) regarding a hotel reservation. We understand from the customers complaint they are unhappy about a submitted best price guarantee claim.Our records indicate on October 17, 2016 the customer self-booked a hotel reservation for two travelers using Orbitz.com. The customer purchased a one night hotel reservation at Sheraton Grand Macao Hotel, Cotai Central, checking in on October 29, 2017 and checking out on October 30, 2017.Starting on October 19, 2016 the customer submitted multiple BPG claims. After reviewing the claims we understand that all 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 20, 2016 we are able to validate the customers claim. As of November 3, 2016 Orbitz has submitted a refund of $2.55. 50 Orbucks was also added to the customers account.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Hayden [redacted]Tier 3 Customer Service

April 4, 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 Ms. [redacted] complaint she is unhappy about the website showing her flight was canceled.Our records indicate on March 14, 2016 the customer self-booked a round-trip flight reservations. The customers departure flights were operated by All [redacted] Airways were scheduled to depart from San Francisco, CA to Manila on November 27, 2016. The customers return flights were scheduled to return on March 21, 2017.After reviewing Ms. [redacted] online reservation we are able to verify that the reservation is displayed as cancel. Orbitz researched the customers flight record further and verified that there was no cancelation of the flights. Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. As All [redacted] Airways was the merchant of record and the company that charged the customer’s credit card, we have to abide by their rules and regulations. Based on the fare rules the customer agreed to at the time of booking, both tickets were non-refundable.On April 4, 2017 Orbitz reached out to All [redacted] Airways to request a refund of the reservation. The advised that they see Ms. [redacted] fully utilized her reservation therefore they will not authorize a full refund of the reservation. The then advised that if Ms. [redacted] would like proof that she used the reservation she must call their 24 hour customer service and request a boarding certificate to be mailed to her. Please use the information below to contact All [redacted] Airways.Customer Service Number: [redacted]Ticket 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

Complaint: [redacted]
I am rejecting this response because:On July 6th when using the credit to book a new flight, I was told by Orbitz customer service rep that the rebooking fee was WAIVED and I ONLY needed to pay $91 to use the credit. I should not have to loose so much money due to incompetence on their reps. On July 20th I was asked if I wanted to cancel my flight and my response was "no" because I now have a wedding booked and it is too late to purchase new tickets anyway. AT NO TIME WAS I OFFERED A REFUND. WHO SAYS NO THANK YOU, DO NOT GIVE ME MY MONEY BACK??????I do not want a $100 voucher as I will never use Orbitz again. I only want my case documented correctly at this point.
[redacted]

Complaint: [redacted]
I am rejecting this response because:Orbitz called me precisely one time from a blocked number while I was in a meeting at work and left no way to respond. There's ample evidence in my Orbitz account and in the history of this reservation that:- I called five times from April 6 through the end of the month to modify the reservation as provided under Orbitz and [redacted] policies and - Orbitz confirmed the change with me each time and - Orbitz charged me the change fee each time and- Orbitz emailed me 24 hours later each time to say that [redacted] had cancelled the flights, while the real problem (which I determined by calling [redacted] on three occasions) was that Orbitz had failed to transfer the credit to [redacted] and [redacted] had cancelled my itinerary as a result. Orbitz has all the information it needs, and it has made almost no attempt to contact me, let alone to resolve this.
Sincerely,
[redacted]

December 8, 2016Revdex.comComplaint Department – OrbitzDear 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. Ghoukassian’s complaint he is requesting a refund of his ticket.After further review of the customers complaint we are able to verify that the customer has contacted us regarding this exact complaint through the Department of Justice. We are currently in contact with the airlines in regards to refunding the customers ticket.As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate reply. At this time, we respectfully request additional time from the Revdex.com as further research is needed for this case. We 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 attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,[redacted]Tier 3 Customer Service

Dear [redacted],   The Revdex.com has shared with us your correspondence regarding your recent experience with Orbitz. It is my understanding you canceled a reservation to London within 7 hours of booking and have yet to receive the refund for the tickets. I appreciate the...

opportunity to review your account and respond to you.   On behalf of Orbitz, I would like to apologize for any frustration this has caused you.   Upon further research, we were able to confirm on January 31, 2016, when you contacted Orbitz to cancel the flight reservations, the representative voided only one of the passengers on the flight itinerary. At that time the amount of $1,233.06 was returned to the original form of payment. However, you then contacted Orbitz again on February 22, 2016 and at that time the amount of $3,216.38 was processed back to the original form of payment.   Please know the amount of time it takes for the customer to receive a refund depends on how quickly their credit card company processes refunds.   We appreciated your business and hope you will continue to use Orbitz in the future for your travel needs.   Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

April 12, 2018 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 Mrs. [redacted]. We regret to hear she did not accept our response. Orbitz, Inc. is once again responding to the consumer complaint from Mrs[redacted] (Revdex.com ID number [redacted]) regarding a package reservation. We have further researched Mrs. [redacted] complaint regarding a package, and after giving the matter our full consideration, we stand by our previous decision and are unable to accede to Mrs. [redacted] request of a refund. Furthermore we have provided the Terms the customer accepted upon booking.
LIMITATION OF LIABILITY The carriers, 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. In no event shall Orbitz and/or its Suppliers be liable for any direct, indirect, punitive, incidental, special or consequential damages arising out of, or in any way connected with, your access to, display of or use of the Services or with the delay or inability to access, display or use the Services (including, but not limited to, your reliance upon opinions appearing in these Services; any computer viruses, information, software, linked sites, products and services obtaining through the Services; or otherwise arising out of the access to, display of or use of the Services) whether based on a theory of negligence, contract, tort, strict liability, consumer protection statutes, or otherwise, and even if Orbitz and/or its Suppliers have been advised of the possibility of such damages.
Orbitz has reviewed all of the customer’s rebuttal complaints and full case. We have no other option than to ask the Revdex.com to close this case. 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 by phone. Sincerely, [redacted] Corporate Customer Care

May 16, 2016Revdex.comComplaint 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 reservations. We understand the customer is requesting a refund for $88.00. Our records indicate that on April 16, 2016, the customer booked car rental reservations – itinerary [redacted] – using the self-service tool on the Orbitz website. The car rental was with [redacted] Car Rental for pick up on April 19, 2016, and drop off on April 26, 2016. The Orbitz car collision damage protection was booked in conjunction with the car rental reservations.Upon further research, we were able to confirm that Mr. [redacted] did not utilize his car rental reservations. As such, on May 16, 2016, Orbitz processed a refund in the amount of $88.00 for the car rental insurance back to the customer’s original form of payment. The amount of time it takes to receive refund depends how quickly Mr. [redacted] 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 3 Customer Service

Complaint: 11150447
Dear Jeanna, I forgot to mention in my previous answer that last time when I talked to Orbitz I was told that AirFrance is willing to lower the fee for changing the date of flight to $150. Still I think I should not pay a penny more due to the fact that I had been askes to pay for changing the ticket when my mother had her last days. Also when I called Air France, I was told that they can not make any changes to the ticket, since it was purchased on Orbitz's website. Please advice.  
I am rejecting this response because:
Sincerely,
Sharon [redacted]

Complaint: [redacted]
I am rejecting this response because:I didn't ask for a refund from the airlines,as the service was not as agreed. Orbitz and not the airlines should provide someway of compensation for the inconvenience.I can tell from the reply that Orbitz is not willing to offer anything.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/06/11) */
Dear Mr. [redacted],
The Revdex.com has shared your recent correspondence pertaining to the problems encountered during your travels due to the Visa requirements. I appreciate the opportunity to review your account and respond to...

your concerns.
It is my understanding that your wife did not have the proper entry documentation for your international travel, and she was denied boarding for the flight, so you both had to travel back to the United States. You believe Orbitz should have provided you with this information.
Mr. [redacted], prior to confirming your international reservation, we do advise that special travel documentation is required. There is a link available for you to review the required documentation. This link is also available on your itinerary, and can be reviewed at anytime via your "My Trips".
International trips require special travel documentation for each traveler.
The Orbitz.com website has a specific link to [redacted] This website contains information about entry requirements for entry and transit into any foreign country, and return to the United States. The link to this website is: http://visacentral.com/passports.php?login=XXXXX.
On this link, you can enter the type of passport being held, and where you are traveling to, and it will advise if a Visa is needed or if there are other requirements that must be met. We certainly empathize with the inconveniences you encountered. However, we did provide access for you to review the requirements needed by the type of passport being held. Please understand that Orbitz does not hold the funds for the tickets reserved, and we would not be able to grant your compensation requests.

Mr. [redacted], we wish our response could be more favorable. Please be assured that Orbitz values your business, and we hope you will provide us with a future opportunity to fully restore your confidence in our products and services.
Sincerely,
[redacted]
Orbitz Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/06/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still argue the point that though the Orbitz website advises to check for required travel documents it doesn't require that the information be accessed before allowing someone to purchase tickets. There should be additional procedures in place to protect the consumer from making ill advised purchases.
If Orbitz truly values my business, why did they consistently fail to provide me a response for more than two months in regards to my concerns while they immediately responded to the Revdex.com the very next day. If Orbitz genuinely desires that I provide them with a future opportunity to fully restore my confidence in their products and services, I would ask that they demonstrate leniency as I had originally requested by assisting me in recuperating a portion of my lost funds.
Sincerely,
[redacted]
Final Consumer Response /* (4200, 11, 2015/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I recognize that Orbitz does not have a legal obligation in this case, however, I will still argue that it is much too easy for an innocent customer to purchase airline tickets without full knowledge of the financial risks involved. As we all know, the terms and conditions pages on most websites are often very wordy and lengthy. Being asked to check a box to indicate that you agree with the conditions may meet the legal requirements for the website but it certainly doesn't guarantee that the customer has been made aware of the risks involved in making the purchase.
I am still not clear why Orbitz is not willing to offer any leniency. Orbitz' revenue in 2014 approached 1 billion dollars. A partial refund or travel voucher toward a future trip would have been a gesture of good faith that would have earned my continued loyalty as a customer.

I receive promotional e-mails from Orbitz on a regular basis. I would like to kindly request that they remove my address ([redacted]@juno.com) from their mailing list.
Sincerely,
[redacted]
Final Business Response /* (4000, 13, 2015/06/18) */
Dear Mr. [redacted],
Thank you for your follow-up response, and I appreciate the opportunity to respond to your continued concerns.
At Orbitz, we make every effort to make all terms and conditions as simple as possibly for our customers review. . Please understand that Orbitz does not hold the funds for the airline tickets reserved, and we are just not able to offer a refund for the tickets.
Mr. [redacted], I understand that this is not the response you were hoping for, but we are unable to grant your request. Thank you again for the opportunity to address your concerns.
Sincerely,
[redacted]
Orbitz Customer Relations

July 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 Jesica [redacted] (Revdex.com case number [redacted]) regarding a hotel reservation. We understand the customer is requesting a full refund of her hotel reservation.Our records indicate that on July 8, 2016 the customer self-booked a hotel reservation for two travelers using Orbitz.com. The customer purchased a two night hotel reservation at [redacted] by [redacted] Overland Park, checking in on July 8, 2016, and checking out on July 10, 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 cancellation and change policy agreed upon by Ms. [redacted] at the time of purchase, Cancellations or changes made after check-in are subject to a hotel fee equal to 100% of the total amount paid for the reservation.As an effort to advocate on Ms. [redacted] behalf Orbitz reached out to the hotel manager. After speaking to the manager he advised that the customer checked into the room at 4:23pm and reports of customers complaints started at 6:58pm. When the hotel was made aware of the customers discrepancies the hotel offered to move Ms. [redacted] and her family to an upgraded room. The customer declined the offer. At that time the customer was made aware that no refund of the reservation is warranted and will not be provided. When the customer left the hotel on July 8, 2016 management, the owners of the hotel and the head of housekeeping reviewed the room due to the amount of complaints. When reviewing the room they were able to determine that the customer fully used the bed and bathroom. Due to the extensive use of the room the hotel is not authorizing a refund of the reservation.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:
Orbitz did not resolve the issue they caused by not issuing eTickets with the booking as a result myself and 2 children had to stay an extra night in Belfast at my expense and then an extra delay the next day when we flew to London from 8:30-3:30. Our re scheduled flight was meant to depart at 12:30 but Orbitz only issued eTickets for my 6 year old and 12 month old but not one for me. It was the Virgin Atlantic Rep at Heathrow airport that got us on the flight not orbitz. I spent at least 12 hours on the phone to Orbitz. I was using a US cell phone in the U.K. They have not compensated my cell phone charges, my extra nights stay, food, my missed day of work or the overall inconvience. To date they have offered a $25 website coupon. There is no way I will ever use Orbitz again. Not one person from their company has called to discuss this issue and they have stopped responding to email.  Tomorrow I will call delta and request a print out of the comments added by the VA rep. In London outlining the issue was Orbitz the travel agent. They are accountable and should compensate for their mistake. How was a 12 month old and a 6 year old to fly without an accompanying adult? The whole ordeal was ridiculous.Sincerely, 
[redacted]

Complaint: [redacted]
I am rejecting this response because:Orbitz stated that they put a 125 voucher in my account and I only received a 100 voucher which that only can be used on hotel alone bookings...the issue was with a flight not hotel. Also that 100 dollar does not cover taxes and fees so I will still be paying out of pocket for something when it was a inconvenience to me. I don't think that's a fair response l. I asked them to refund me cash to my bank account not to my orbirz account. Also, the customer service I a big issue at orbirz. 
Sincerely,[redacted]

April 05, 2017 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 on January 26, 2017, Ms. [redacted] booked an Orbitz.com package reservation via itinerary number [redacted], with travel date commencing on June 29th, 2017. Our records indicate that once the reservation was made, the customer contacted Orbitz support on January 27th, and mentioned she wanted a room with a balcony and the agent had booked the courtyard room. On February 3rd the customer’s room type was changed to room with balcony after Orbitz contacted the hotel and paid a $470.26 fee. The customer agreed with the change and nothing further was discussed. On February 10th, Ms. [redacted] contacted Orbitz once again and requested that she be refunded for the difference between what was originally booked for her and the lower amount she would have paid for a room with balcony. The price difference was $93.96USD. Orbitz’s goal is to provide an exceptional customer experience and we have agreed to process a refund of $93.96 to Ms. [redacted]. We have attempted to contact the customer in order to obtain her credit card number so we may process the refund. However we have not been able to reach Ms. [redacted]. As a courtesy Orbitz has contacted the customer by phone and email, and will wait for a response. As a refund will be provided once the customer provides the necessary information, 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] Tier 3 Customer Service

Complaint: [redacted]
I am rejecting this response because: I feel it does not make up for the stress, inconvenience and the hours of time I wasted fighting with reps in India to finally correct and resolve this serious issue. In fact I saved Orbitz considerable money and serious problems by discovering this egregious error before it became any worse or costly. I would agree to $100 credit / voucher applied to my Orbitz account with no restrictions on its use for future hotel or package booking.
Sincerely,
[redacted]

Complaint: [redacted]
 
I am rejecting this response because: I would like access to use my credits that were given when I cancelled the flight that I booked and paid for. Orbitz has said I cannot use them because my friends name was on the "ticket" even though she does not have an orbitz account for you to send the credits to, hence why I paid using my account and credit card. I understand there would be a fee to change the name on the credits but when I called orbitz customer care line they said only my friend is allowed to use them. I would like to know how Orbitz plans to notify my friend of her credits if they are "non-transferable" without using my orbitz account or contact information? 
Sincerely,
[redacted]

July 5, 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 reservations. We understand the customer is requesting that Orbitz process a refund for her non-refundable flight reservations. Our records indicate that on June 15, 2016, the customer booked flight and hotel vacation package reservations – itineraries [redacted] – using the self-service tool on the Orbitz website. Travel was on [redacted] Airways, departing June 17, 2016, from London Heathrow, England to Dublin, Ireland, returning June 19, 2016, for one passenger. Hotel accommodations were at the [redacted] Hotel, checking June 17, 2016, for two nights.Upon further research, we were able to confirm on June 17, 2016, the customer contacted Orbitz to cancel the hotel portion of their vacation package reservations. At that time the assisting representative advocated on the behalf of Ms. [redacted] with the hotel who advised that cancellation would result in a one night penalty, as per the terms and conditions agreed to at the time of booking. At that time, the hotel reservation was cancelled and a refund in the amount of $290.55 was refunded back to Ms. [redacted] original form of payment.Additionally, on June 17, 2016, Ms. [redacted] advised that she missed her flight reservations, and the airline lost her luggage, therefore she requested to cancel her flight reservation. Ms. [redacted] tickets were under the control of [redacted] Airways at that time, and Orbitz no longer had access to make changes due to this. As such, Ms. [redacted] was referred to contact [redacted] Airways directly for assistance.On July 5, 2016, Orbitz advocated on the behalf of Ms. [redacted] with [redacted] Airways, who advised that the since Ms. [redacted] was marked as a no show for her flight reservations, they are only able to refund the unused taxes in the amount of $76.20, and the remainder of the ticket is non-refundable. The amount of time it take to receive a refund depends upon the length of time it takes both the airlines and Ms. [redacted] credit card company to process refunds. The airline initiates schedule changes and these are unrelated to the type of ticket purchased or the company from which you bought your ticket. In fact, travel agencies are rarely informed as to why the changes are made. Typically, however, airlines will change their schedules because of routing changes, severe weather, staffing problems, or maintenance issues. Orbitz regrets any inconvenience that you have experienced as a result of this booking. Because we were not notified of any subsequent changes, we were unable to notify you proactively and act as your advocate with the airlines. It is our highest recommendation that you continue to pursue this matter directly with [redacted] Airways.Please 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] Airways was the operating [redacted]r and merchant of record (the entity that received the customer’s funds and the companies that charged their credit card). Any change fees are set and collected by the airline. We 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] Airways.  SUPPLIER RULES AND RESTRICTIONSAdditional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.You understand that any violation of any such supplier's rules and restrictions may result in cancellation of your reservation(s), in your being denied access to the applicable travel product or services, in your forfeiting any monies paid for such reservation(s), and/or in our debiting your account for any costs we incur as a result of such violation.Given the above, we are unable to offer the customer any additional compensation.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