Orbitz

April 15, 2018 Revdex.com Chicago and Norther Illinois Complaint DepartmentRE: Orbitz Case [redacted]Dear Revdex.com, Thank you for contacting Orbitz regarding the rebuttal received from our customer. We are responding to the consumer complaint from Xing [redacted] (Revdex.com case number [redacted]. The set of one-way flights purchased for $207.13 were purchased from the airline. Aeroflot is the merchant of record and placed the charge for the flights on the customer’s credit card. We are working with them and providing the information needed to facilitate the refund, which most likely will come directly from Aeroflot.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,Denise [redacted]Corporate Customer Service

July 5, 2017
 
Revdex.com
E.com - Alaska, Oregon & Western Washington
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 [redacted], (Revdex.com case number [redacted]) regarding a airline change fee charge.
 
Our records reflect on May 11, 2017 Ms. [redacted] Accessed Orbitz.com and self-booked a round trip flight for [redacted] departing from Sacramento, CA on May 14, 2017 for Pittsburg, PA.  Mr [redacted] later asked that the return date for the flight be changed and was advised of the airlines change fees.  He provided an alternate form of payment for the change fees and regrettably, Ms. [redacted] is reporting that the original form of payment was charged for the change fees, in error. 
 
Orbitz acts only as a third party booking intermediary and is not the merchant of record for flights.  In this case, [redacted] Airlines was the merchant and the party that charged the customers for both the original flights and the change fees.  Because Orbitz does not place the charges, we are unable to look at what card(s) were actually charged.  The customer was asked to provide copies of the charges so that we could verify and attempt to have [redacted] Airlines make the billing adjustments needed.  However, Ms. [redacted] would not provide copies of the charges, limiting what Orbitz was able to do.  Our case notes do show that on May 19, 2017 that [redacted] Airlines had agreed to reverse the charge to Ms. [redacted]’s original form of payment and charge the secondary card. 
 
As previously stated, since Orbitz does not process the charges, we do not have a way to physically verify whether [redacted] Airlines made the changes in the billing as requested.  If they did not reverse the charge to Ms. [redacted]’s card, but did charge the secondary card also, then we would again ask the customer to provide us with copies of the respective credit card statements showing this and Orbitz will be happy to contact [redacted] Airlines and attempt to assist in finding a resolution.  Also, the customer is welcome to contact [redacted] Airlines directly and request they investigate the matter. 
 
If the customers would like assistance from Orbitz, we will need to have the credit card statements before we can do anything further. 
 
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]
[redacted] [redacted]omer Service

September 24, 2017
 
Revdex.com
Orbitz.com - Alaska, Oregon & Western Washington
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 [redacted] [redacted] (Revdex.com case number [redacted] regarding a request for a partial refund for a hotel booking. The customer found that she was not able to use her reward “Orbucks” when paying for a reservation with [redacted], as we are unable to apply reward points to [redacted] payments. 
 
The customer agrees to the Orbucks Reward Program Terms of Use when signing up for the program, which states in part:
The Terms and Conditions of this Program are subject to change as may be necessary to comply with such laws or regulations. By participating in the Program, You release Orbitz and its affiliates and partners from all claims or liability regarding Your participation in the Program, including but not limited to any claims related to the earning and redemption of Orbucks. Orbitz suppliers are in no way affiliated with or responsible for Orbitz Rewards Rewards Program administration.
 
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 their selection details on several pages for your review, including the final payment screen. The payment screen shows what the customer’s final charge will be before they submit their final choice to complete their reservation.  The customer can cancel the booking before making their final payment if they are not in agreement with what will be charged to their account. 
 
We regret the inconvenience this matter has cause, however Ms. [redacted] retains her Orbucks in her account, still available for her use.  We are not able to refund the amount of the Orbucks she had intended to use, however the reservation is refundable at this time.  If she would like to cancel the reservation and re-book it as a hotel collect reservation, she can contact an agent for assistance in processing the [redacted] refund.  However, we are not able to guarantee the rate being offered by the hotel will be the same as her current booking. 
 
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

Dear Mr. [redacted],   The Revdex.com has shared with us your correspondence regarding your recent experience with Orbitz. It is my understanding you are upset with the service you received when you booked a reservation to Las Vegas using a credit from a cancelled flight. I appreciate...

the opportunity to review your account and respond to your concerns.   On behalf of Orbitz, I would like to apologize for any frustration this may have caused you.   At Orbitz, we do understand the importance of our agents accurately and efficiently handling our customer’s requests.  Please know that I have reviewed the call on January 18, 2016 to verify that our agent properly addressed your concerns. Upon listening to the call recording we have determined while the agent did advise you that you would need to rebook using the credit that day she did not state that if not done she would not allow you to have the credit. Furthermore, the agent advised that she would wait while you discussed the information with your wife, to which you advised to hold for a couple of minutes while you did so. You then came back on the line and advised that you would be traveling from New York to Las Vegas. Our agent then recapped the flights you had previously discussed, including dates, times, and flight numbers, and advised of the additional amount of $200 you would be charged for the $100 [redacted] Airlines fee per person. You agreed to the flights and the additional cost so our agent completed the booking.   Please know we certainly regret your disappointment, but we do show that our agent properly handled your call; therefore, Orbitz would not be in a position to process a refund for the $100 airline penalty per person you were charged when the booking was made.    Mr. [redacted], I also understand you state you contacted [redacted] Airlines and were advised that the reservation had to be canceled due to a ticketing error made by Orbitz. Please know I have contacted [redacted] Airlines regarding the cancellation and they did advise the reservation was canceled at your request and not due to a ticketing error. Furthermore, they stated that you were offered a refund of $289.20 per person due to the reservation being cancelled within 24 hours; however, you choose to have the amount put in a travel bank instead, which you used on January 20, 2016 when you booked a new flight with [redacted] Airlines.   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 am rejecting this response because: First, when I talked with the representative on september 5th I had to other choice to accept the flight. I was abroad on a island with limited connection, making an international call more than 2 hours, explaining my problem to at least 5 different people. The business can see the details of the call, I was connected to wrong person at least 3 times. ( I think that might be intentional). During this time, my sister who was the passenger was on her way to airport for a flight that she was not gonna be allowed ( of course no other place to stay etc).  I already told the representative that I will take this to court, them selling a ticket they are not allowed to buy is a big deal. I did not accept their apology, told them already that the trouble they caused is way bigger than what they offer which was 100$. Even for that they are lying. Just from curiosity I attempted to use the 100$ coupon for a hotel, but after 3 attempts I was not successful using it. They probably offered something invalid. If they dont reimburse the flight and pay the international call fee, I will take this to small count claims. I am still not asking for the cruise that I missed while I was dealing with their mistake
Sincerely,
[redacted]

July 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 hotel reservation. We understand Ms. [redacted] is requesting a refund of her hotel reservation.Our records indicate that on May 9, 2016 the customer self-booked a hotel reservation for three travelers using Orbitz.com. The customer purchased a three night hotel reservation at [redacted] by [redacted]l Panama City, checking in on June 3, 2016, and checking out on June 5, 2016.Upon further research, we are able to verify that the customers card was authorized for the total amount of $257.40. When the customer called customer service on May 9, 2016 Ms. [redacted] canceled the reservation causing the authorization to fall off of the card. If the customer’s account is still showing that she is being charged for the canceled hotel reservation we advise her to provide the below order number to her banking institution.Order Number: [redacted]If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

June 6, 2017
 
Revdex.com
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.
Our records reflect that on May 18, 2017, [redacted] booked a three-night stay at the [redacted] Hotel from May 26, 2017, through 29, 2017. We have confirmed the reservation was purchased by the customer or an authorized user on the account, on Orbitz website, without the assistance of an Orbitz representative.
We understand from Ms. [redacted] complaint, that she is seeking a refund for the reservation and for parking which she stated should have been free. Ms. [redacted] stated that she contacted our office prior to booking and was assured a view of the harbor. She says the room she booked a “room with view queen” but, she was informed by the hotel that they do not offer rooms with views. Ms. [redacted] is also requesting a refund for parking expenses because she received an email which mentioned free parking.
We accessed Ms. [redacted] account and noticed that she contacted our office by phone this morning seeking a refund. The room type that was selected by Ms. [redacted] was a Deluxe Room, 1 Queen Bed. No mention of a view. The policy of the hotel was made available during the booking process and stated that parking height restrictions apply. We are truly sorry if there was a misunderstanding in regards to how this was interpreted, however; by acting as your own travel agent, it is your responsibility prior to completing the purchase, to review and verify all travel details.
We also noticed that we were not contacted during Ms. [redacted] stay at the hotel. If one of our customers has an unsatisfactory experience during their trip, we try to assist our customers to resolve any issues they encounter. Moving forward we encourage Ms. [redacted] to contact our customer service team from the hotel if the accommodations are not satisfactory upon arrival. This enables us to attempt to find a resolution at that time, rather than after the fact. We contacted the hotel on her behalf , but our refund request was denied. While we understand Ms. [redacted] concerns, we do not see any error by Orbitz and as a result, we are unable to
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 Correspondence Team

June 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 Mr. [redacted] complaint he is requesting a refund of the cancellation fee.Our records indicate on May 25, 2017 the customer self-booked a one-way flight reservation on Orbitz.com. The flight reservation was operated by [redacted] India with flights departing from Mumbai to Chicago, IL on July 20, 2017.We are able to verify that the customer called Orbitz on June 3, 2017 and canceled his flight 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. As [redacted] India was the merchant of record and the company that charged the customer’s credit card, we have to abide by their rules and regulations. Based on the fare rules the customer agreed to at the time of booking, his ticket was refundable after sustaining a penalty of INR 15000. As this reservation was purposefully reserved by Mr. [redacted] with no error on Orbitz end we are unable to authorize a refund of the reservation.We sincerely regret that we are unable to offer a more satisfactory response or resolution to your concern. At Orbitz we try as much as possible to provide not only excellent customer service but we also try to exceed what is expected of us. However we know that there are some instances when policies associated with the purchases made on our website cannot allow for a resolution that is more favorable to our customers. We are not trying to discharge ourselves from any responsibility; we only want to convey that we were able to provide Mr. [redacted] with the necessary information related to his flight purchase before our system asked Mr. [redacted] to complete the reservation online.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

Initial Business Response /* (1000, 5, 2015/08/24) */
Dear Ms. [redacted]
The Revdex.com has shared your recent correspondence pertaining to the confusion on the website regarding the Aerial tram at[redacted]. I appreciate the opportunity to review your account and respond to your...

concerns.
My understanding is that you booked a hotel room for South[redacted] through our site. During the
booking process, we also advertised an aerial tram. You felt that it was not described enough in detail,
as there are two trams, one close to the hotel you were staying at, and also one about one hour away at
North[redacted]. When you booked this, you thought it was the tram that was adjacent to the hotel you were booked at. You contacted us on August 22nd and explained to
our agent [redacted] that this information was wrong and misleading. You stated she was very rude
and was not willing to assist you in refunding the cost.
On behalf of Orbitz, I apologize for the inconvenience and the customer service issues you experienced. I have reviewed this booking and have submitted this information to the appropriate team to have the website updated to show more specifically that the location is North[redacted]. I have also processed a refund for you for $64.00. The refund will go back to your original form of payment, the Mastercard ending in [redacted] Please allow approximately 7-10 business days for the refund to appear on your account.
Ms. [redacted] please be assured that we appreciate your business. We hope to have a future opportunity to restore your confidence in our products and services.
Sincerely,
[redacted]
Orbitz Customer Relations
Initial Consumer Rebuttal /* (2000, 7, 2015/08/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you!!! I appreciate you taking the time to respond, refund, and more importantly addressing the misrepresentation of the ride on the website so other people don't run into this issue... Just this morning I tested doing this again and it still shows "Aerial Tram Ride" with no clear indication of the location of the ride!
Thanks a lot!

Complaint: [redacted]
I am rejecting this response because:I am not asking Orbitz to arrange transit visa for me. You are charging extra booking fees on top of flight cost. It's your professional/ethical responsibility to tell me that I might need transit visa. Had that notified I would have arranged it. You are not giving complete details while booking the ticket. In fact your customer care told me that had I called agent that time he would have told me. why is this difference. You should give disclaimer to the customers booking ticket online that on site we won't give you complete details please call Customer care.You can not hide behind that it's not responsibility. I am ready to take legal action, results doesn't matter. Legally who is correct I am not sure, but morally/Professionally/Ethically it's your responsibility to provide full details.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because their website states its 48 hours prior to check and they are now saying that refers to only packages only and not flights. After I did the booking which was done online, I contacted their agent to confirm their price guarantee policy as I booked very early or I would have taken insurance. Their agents need to know their policies if they are going to answer customers. With that said - I will leave this matter now and never book with Orbitz again. Thank you for your follow up.
Sincerely,
[redacted]

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

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

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

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

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]

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

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

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