Orbitz

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

August 20, 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 a refund due to not having the seats requested.Upon further research, we are unable to locate an Orbitz.com account related to the customers complaint. We respectfully request that Mr. [redacted] provide us with an email address used to book the reservation and the itinerary number. The requested information will enable us to appropriately address his concerns.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

April 25, 2017
 
Revdex.com
Complaint 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 complaint [redacted]) regarding the refund and exchange issues. 
 
Our records show on March 18, 2017, Ms. [redacted] self-booked a flight and car package reservation via booking number [redacted] with travel dates as March 20, 2017 to April 1, 2017 in the amount of $2,508.41. We understand from Ms. [redacted]’s complaint, due to poor service provided by the Orbitz a change to her return flight could be processed in time which resulted in the loss of the amount paid for the flight. The customer also stated she was charged more for the car reservation than what was paid to the car rental company and is requesting a refund.
 
Upon researching the customer’s complaint, we can confirm on March 24, 2017, when Ms. [redacted] brought this matter to our attention, Orbitz advised her per the airline’s fare rules, a $200 change fee plus any difference in rate was needed in order to change her return flight. Ms. [redacted] agreed and while the agent proceeded to look for available flight, the customer ended the call.
 
We can also confirm, on March 29, 2017, Ms. [redacted] contacted customer support to proceed with the flight change but requested to only pay for the change fee. Orbitz proceeded to advocate on the customer’s behalf by contacting [redacted] Airlines who approved an even exchange. Ms. [redacted] was transferred to an [redacted] Airlines agent to proceed with the exchange.
 
Further research shows, on April 1, 2017, Ms. [redacted] stated the exchange never took placed and the issue was escalated to a customer service supervisor who proceeded to contact [redacted] Airlines once more. The airline advised Orbitz, since the flight was not taken, the customer was tagged as a no-show therefore, no exchange could be provided. Ms. [redacted] was also advised at the time of booking, that once a car rental is picked up, no refund can be provided for an early return.
 
Orbitz’s acts only as a third party intermediary for airlines, hotels and car rental companies and must abide by the terms and conditions set by that particular vendor. Orbitz must abide by the fare rules provided by an airline as well as car rental vendors. Based on the information provided above, we are unable to honor Ms. [redacted] request for 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]
Corporate Customer Service

May 8, 2018
 
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 Mrs. Jennifer [redacted] (Revdex.com case number [redacted]) regarding an insurance question.
 
Our records reflect on March 12, 2018 the customer accessed Orbitz.com and self-booked package itinerary #[redacted] for two round trip flights departing May 14, 2018 from Houston, TX to Las Vegas, NV, returning May 18m 2018 and a stay at SLS Las Vegas a Tribute Portfolio Resort for corresponding dates. 
 
The customer also added a travel and protection plan which can be reviewed by a link to the terms and conditions on her itinerary.  The policy does allow for a one time cancellation for any reason with a refund of any airline penalties.
 
Orbitz regrets that the customer received incorrect information regarding her cancellation options.  To clarify; the customer’s airfare is eligible for the option to cancel at any time, per the terms of her insurance contract and she would be refunded any airline penalty.  In this case her penalty is the full price of the airfare, as the airline will not hold any credit for a future flight if she cancels. 
 
The policy does stipulate that she must cancel prior to her departure date.  As her reservation is currently still active and no cancellation has been done, she would need to cancel it prior to the May 14, 2018 departure date. 
 
If the customer decides to contact Orbitz and cancel her reservation and she encounters any issues with the reservation being refunded in full, she may ask to be escalated to a supervisor and also provide this case number; “[redacted]“ and ask the agent to read the case notes.  I will notate the case with all information the agent needs to provide the refund for both the hotel and the airfare. We apologize for the inconvenience this matter has caused our customer.
 
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,
 
Roseanne [redacted]
Tier 3 Corporate Customer Service

Complaint: [redacted]
I am rejecting this response because: where do I start with the lies that orbitz is telling, how can I abusing points system when if you cancel a room the points leave your account, and I'm booking rooms for more than one person same as I do every year. So no theu don't get to lie and try to make up any reason to screw me over , especially since their 1st lie was that it was my credit card issuer so If they want to lie tell them they need to stick to one lie and keep it correct. You don't get to cancel my trips and screw over people lie to me and think you will get away with it.
Sincerely,
[redacted]

April 11, 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 requesting a refund of his package Our records indicate on March 31, 2017 the customer self-booked a package reservation for three travelers. The customer purchased a five night hotel reservation at Dreams Tulum Resort & Spa All Inclusive checking in on October 10, 2017, and checking out on October 15, 2017. The customers flights were operated by [redacted], departing from New York, NY to Cancun, Quintana Roo on October 10, 2017 and returning on October 15, 2017.Our records show that this complaint was resolved on April 6, 2017 when Mr. [redacted] was issued a full refund of his flight reservation. Per the case notes, Mr. [redacted] is unsure if he wants to cancel his hotel reservation. Per the hotels cancellation and change policy “Cancellations or changes made after 11:59 PM local hotel time, Saturday, October 7, 2017 or no-shows are subject to a hotel fee equal to 1 night(s) plus taxes and fees.” If the customer would like to cancel his hotel reservation Orbitz suggests that Mr. [redacted] contact our customer service prior to October 7, 2017.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 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 Mr. [redacted] 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. Due to this we are unable to alter any prices that have changed within the system due to the Airlines availability.Orbitz strives to provide the highest level of customer experience and for that reason; the Orbitz website has recently undergone several upgrades that may be causing errors to occur. Though we understand the public misconception, this was not a “bait and switch” as Mr. [redacted] 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.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

Dear Ms[redacted],
The Revdex.com has shared with us your
correspondence regarding your recent experience with OrbitzIt is my
understanding you are upset with the cancellation policy for your flight to
AtlantaI 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
After further research, we do show that the fare rules
placed on your reservation by [redacted], which were available to you
during the booking path and again provided to you when you canceled the
reservation, do state that the reservation is non-refundableTherefore, you
will not receive a refund for the tickets but you do have the amount of your ticket,
and [redacted]'s ticket, to use towards a future American Airlines flightThe
new ticket would have to be in the same passengers name and you will have until
January 5, to rebook and complete travel using the creditUpon rebooking
you will be responsible for a $airline reissue fee per person, plus any
difference in airfare per person
Ms[redacted], we wish our response could be more favorable
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

September 19, 2017Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been...

brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a hotel reservation. We understand Mr. [redacted] complaint he is requesting a refund of his hotel reservation.Our records indicate that on September 8, 2017 the customer self-booked a hotel reservation for two travelers using Orbitz.com mobile site. The customer purchased a one night hotel reservation at A1 Suites at Signature Condo Hotel, checking in on November 9, 2017, and checking out on November 10, 2017.Per the customers complaint we understand that he is not happy about the taxes and fees that were charged for the reservation therefore he is requesting a refund of the reservation. When booking the reservation the customer agreed to the hotels Cancellation and Change Policy below.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.When reviewing the customers booking process, we can confirm that after choosing the room the customer has a chance to review the reservation on the “Secure Booking” page. When looking through the page, the customer can review the price along with the “Taxes & Fees per night” when clicking on the blue hyper link the customer is shown the message below:The taxes are tax recovery charges Orbitz pays to its vendors (e.g. hotels); for details, please see our Terms of Use. We retain our service fees as compensation in servicing your travel reservation.When booking online the customer agreed to our terms and conditions below:You acknowledge that except as provided below with respect to tax obligations on the amounts we retain for our Services, Orbitz does not collect taxes for remittance to applicable taxing authorities. The tax recovery charges on prepaid hotel transactions are a recovery of the estimated taxes (e.g. sales and use, occupancy, room tax, excise tax, value added tax, etc.) that Orbitz pays to the hotel supplier for taxes due on the hotel's rental rate for the room. The hotel suppliers invoice Orbitz for certain charges, including tax amounts. The hotel suppliers are responsible for remitting applicable taxes to the applicable taxing jurisdictions. Orbitz does not act as a co-vendor with the Supplier with whom we book or reserve our customer's travel arrangements. Taxability and the appropriate tax rate vary greatly by location. The actual tax amounts paid by Orbitz to the Suppliers may vary from the tax recovery charge amounts, depending upon the rates, taxability, etc. in effect at the time of the actual use of the hotel by our customers. We retain service fees as additional compensation in servicing your travel reservation. Service fees retained by Orbitz for our Services vary based on the amount and type of hotel reservation.You may cancel or change your prepaid hotel reservation, but you will be charged the cancellation or change fee indicated in the rules and restrictions for the hotel reservation.Due to the above we are unable to refund the customer for the reservation. 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