Orbitz

April 11, 2016
Revdex.com
Complaint Department – Orbitz.com
Re: Orbitz Case #: O-[redacted]
Dear Revdex.com,
Thank you for taking the time to contact Orbitz regarding an issue from our customer.  We appreciate the Revdex.com allowing us to address the comments and concerns...

which have been brought to our attention.  Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding flight and hotel vacation package reservations. We understand the customer is requesting a full refund for their reservations.
Our records indicate on March 11, 2016, the customer booked flight and hotel vacation package reservations – itinerary [redacted] – using the self-service tool on the Orbitz website. Travel was on [redacted], departing June 7, 2016, from Orlando, Florida to Santo Domingo, Dominican Republic, returning June 13, 2016, for one passenger. Hotel accommodations were at the Hotel [redacted], checking in June 9, 2016, for four nights. The Orbitz waiver was booked in conjunction with the vacation package reservations, for a total amount of $679.36.
Upon further research, we were able to confirm March 14, 2016, the customer contacted Orbitz regarding cancelling their vacation package reservations. On March 14, 2016, the amount of $130.44 was refunded back to the customer’s original form of payment. On April 1, 2016, the remaining amount of $548.92 was refunded back to the customer’s original form of payment, for a full refund of $679.36.
The amount of time it takes for Ms. [redacted] to receive a refund depends upon how quickly her credit card processes refunds.
We hope that with the information provided, we have addressed all of the customer’s concerns and look forward to assisting them further with their future travel needs.
If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
[redacted]
Tier 3 Customer Service

May 8, 2017Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to...

our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding a hotel reservation. We understand from Mr. [redacted] complaint he is requesting a refund due to a recently submitted Best Price Guarantee claim.Our records indicate on April 21, 2017 the customer booked a hotel reservation for two travelers. The customer purchased a one night hotel reservation at [redacted] Saigon Hotel & Spa, checking in on May 7, 2017 and checking out on May 8, 2017.After further review of the customer’s account we can confirm that on December 24, 2016 the customer canceled the hotel reservation. Since the reservation was canceled prior to check-in the customer was issued a full refund. At this time we are unable to further assist with this matter.We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

December 28, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been...

brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions fromOrbitz is responding to the consumer complaint from Neil [redacted] (Revdex.com case number [redacted] regarding a hotel reservation. We understand from the customers complaint he is requesting a refund of his hotel reservation as he did not realized he booked it in error. Our records indicate that on November 24, 2016 the customer self-booked a hotel reservation for two travelers. The customer purchased a seven night hotel reservation at the Aparthotel Adagio Muenchen City, checking in on September 20, 2016, and checking out on September 27, 2016. The customer was able to open and review the confirmation email the same day at 2:09 PM.On November 26, 2016 our records reflect Mr. [redacted] submitting multiple Best Price Guarantee requests for this itinerary. Due to the hotel not being the same the claims were denied. On November 28, 2016 Mr. [redacted] contacted our customer service to request the cancelation of his reservation. Per the terms and conditions of the reservation agreed to upon booking the reservation.The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Due to this Orbitz is unable to issue refunds for non-refundable reservation unless the property manager authorizes the refund. We are able to confirm that this matter was resolved on December 16, 2016 when a full refund of the customers reservation was issued. The amount of time it takes the customer to receive the funds depends on the customers banking institution.We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

November 24, 2016
 
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 best price guarantee refund request. 
 
Our records show on November 2, 2016, Ms. [redacted] self-booked an Orbitz.com hotel reservation via booking number [redacted] in the amount of $54.02. We understand from the customer’s complaint, she found a lower of $46.88 and a best price guarantee application was submitted. Ms. [redacted] also stated Orbitz is not complying with the best price guarantee rules and is requesting a refund of the price difference and the $50 Orbucks to be placed on her account.
 
Orbitz’s goal is to provide an exceptional customer experience, as a one-time courtesy, a credit in the amount of $7.14 was processed back to the original form of payment and $50.00 Orbucks were placed on the customer’s account. We do regret any inconvenience she has encountered in resolving this matter. As the issue has been resolved to the customer desired outcome, 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 Service

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

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

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

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

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

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]

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

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]

March 23, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: S-[redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have...

been brought to our attention.  Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding flight reservations. We understand the customer is requesting that Orbitz honor their Best Price Guarantee submission.Our records indicate on March 17, 2016, the customer booked flight reservations – itinerary [redacted] – using the self-service tool on the Orbitz website. Travel is on [redacted] Airways, departing April 5, 2016, from John F. Kennedy, New York to Albuquerque, New Mexico, returning September 20, 2016, for one passenger.On March 23, 2016, Orbitz processed a refund in the amount of $21.99 back to the customer’s original form of payment as a goodwill gesture. The amount of time it takes to receive a refund depends on how quickly the customer’s credit card company takes to process refunds.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted]Tier 3 Customer Service

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]

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

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

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

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

June 19, 2017
 
Revdex.com
Orbitz.com   
Complaint Department
 
Re: Orbitz Case #: [redacted]
 
Dear Revdex.com,
 
Thank you for taking the time to contact Orbitz Inc. regarding an issue from our customer.  We appreciate...

the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.  Orbitz Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Orbitz Inc. is responding to the consumer complaint from Miss [redacted] (Revdex.com case number [redacted]) regarding a question about provision of her credit card information to the airline that she booked through on our website and foreign transaction fees.
 
Our records reflect on June 15, 2017 Ms. [redacted] accessed Orbitz.com and self-booked itinerary # [redacted] for flights aboard Air [redacted], departing from Mumbai, India August 27, 2017 for [redacted] [redacted], returning September 1, 2017. 
 
By completing her booking on our website, Ms. [redacted] agreed to our Privacy Policy. Our Privacy Policy specifically provides as follows:
 
This website may share your information with the following entities:
Suppliers, such as hotel, airline, car rental, and activity providers, who fulfill your travel reservations. Throughout this site, all services provided by a third-party supplier are described as such. By making a reservation through this site, you are authorizing us to disclose to suppliers the information required to complete the booking and deliver the related travel. These suppliers are not controlled by Orbitz and personal information disclosed to them is subject to the applicable supplier's privacy policy and security practices. Therefore, we encourage you to review the privacy policies of any travel supplier whose products you purchase through this site.
 
As Orbitz acts only as a third party booking intermediary, and the airline is the merchant of record, and the entity that charges the customer’s credit card, Orbitz must provide the information to the airline so that they may place the charges for their tickets on the customer’s account.  Also, as the customer booked on our USA site for foreign flights, and charges were calculated in US Dollars, the foreign airline making the actual charges would charge any foreign conversion rate or transaction fees due.  Orbitz, acting as a booking agent is subject to the terms and conditions of t6he vendors who utilize our booking services.
The only mention we find in case notes of an offer for Orbucks compensation was for a completely different itinerary and flights that the customer was considering rebooking due to a discrepancy in time she needed to fly.  The offer of Orbucks appears to have been to offset the price difference for the new flight.   This was not due to an Orbitz error, but only offered as a courtesy.  The flight was not changed and the Orbucks were not added.
As we do not see any error on the part of Orbitz, and booking information was correctly transferred to Air [redacted] , we would not offer any compensation to Ms. [redacted] for transferring her information to the airline she chose to book with or the foreign transaction and conversion fees, which are a normal part of a foreign booking process. 
We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
 
[redacted]
Tier 3 Corporate Customer Service

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