Orbitz

Dear Mr. [redacted], The Revdex.com has shared your recent correspondence pertaining to your request to cancel you hotel booking; however, when you contacted our Service Center, they were unable to locate your reservation, but you were charged for the booking.  On behalf of Orbitz, we...

apologize for any confusion, and appreciate the opportunity to review your account and respond to your concerns. With the information provided in correspondence, we were unable to locate an account or itinerary. At this time, we are requesting that you please provide an itinerary number and/or the email address used to make the reservation.  The itinerary number can usually be found on the line of the charge card statement.  You may submit the information through the complaint submission on the Revdex.com website. This information will enable us to appropriately address the situation and upon receipt, Orbitz will be able to assist further.We thank you for allowing us the opportunity to address the issues, brought to our attention.                Sincerely,[redacted]Orbitz Customer Relations Tell us why here...

December 2,
"Arial","sans-serif"">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 attentionOrbitz 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 Cindy [redacted] (Revdex.com complaint #[redacted] regarding the refund request.
Our records show on November 6, 2016, Ms[redacted] self-booked an Orbitz.com hotel reservation via booking number [redacted] in the amount of $of that amount $were Orbucks and the rest was paid with a credit cardWe understand from Ms[redacted]'s complaint, upon cheat the hotel she was advised no reservation was found and after contacting customer support several times no proper resolution was givenThe customer is requesting a full refund of the amount paid for the reservation and further compensation due to poor service given by the hotel and Orbitz customer support
Upon researching the customer's complaint, we can confirm on November 21, 2016, a full refund of $was process back to each original form of payment, $I Orbucks went back into her account and $went back to the credit card usedWe can also confirm when Ms[redacted] brought this matter to our attention on November 23, 2016, a $coupon was placed on her account
Orbitz's goal is to provide an exceptional customer experienceWe do regret any inconvenience she encountered in resolving this matterAs the issue has been resolved to Ms[redacted]'s desired outcome with a refund and further compensation given, 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]
Orbitz Corporate Customer Service

December 13, 2017 Revdex.com Orbitz Complaint Department   Re: Orbitz Case #: O-146759 Dear Revdex.com,  Thank you for forwarding the Revdex.com consumer rebuttal from Michael Beaulieu. We regret to hear Michael Beaulieu did not accept our response and/or resolution offered. We contacted the hotel and were advised the reservation was used; as a result we cannot honor a refund. As previously mentioned we send the reservations over to the hotel after the booking is complete we are unclear why this particular hotel had a problem locating the reservation in this situation. Thank you for allowing us to address this matter further.  As this matter has been resolved and no additional information has been provided, we respectfully request the Revdex.com close this case.  Regards, Kiki Ramsey Corporate Customer Service

Dear Ms. [redacted], The Revdex.com has shared your recent correspondence with Orbitz regarding the Best Price Guarantee claim you filed. I appreciate the opportunity to review your account, and respond to your concerns. On behalf of Orbitz, I sincerely apologize for the disappointing...

experience, and the frustration this caused you. Please know we have approved your claim. The Orbucks have been removed from the account, and a refund in the amount of $68.65 was processed to the Master card ending in 9342. This should post to your account within 3 to 5 business days. The current balance on your Orbucks account is $56.42 in Orbucks, and these are available to use toward a prepaid qualify hotel booking. This amount does include the $50 bonus Orbucks. Ms. [redacted], thank you for allowing me to review this with you. We appreciate your business, and we hope to have an opportunity to serve you in the future. Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

Dear [redacted], Thank
you for the quick response. Please know I was able to get approval from the hotel
to process a refund. They agreed not to charge Orbitz, so I have refunded
$395.37 to the Master card ending in [redacted]. This should post to the account
within 3 to 5 business days.Sincerely, [redacted] Orbitz
Customer Relations Chicago,
IL

April 11, 2017Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted]Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret to hear [redacted] did not accept our response and/or resolution offered.Per the customers complaint we understand that the customer is requesting a refund due to the inconveniences experienced while attempting to change his reservation. We would like to apologize for the inconvenience you have experienced, and our regrets that we are unable to offer you a more satisfactory solution to this problem. It is disheartening when our clients feel that we have not met the standards to which we hold our organization and employees, as we attempt to provide the most efficient, quality service available.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. [redacted] was the operating carrier and merchant of record for the customers departure flights (the entity that received the funds and the company that charged the credit card) on this itinerary.After further reviewing the customers flight reservation we are able to confirm that the customer was able to change his reservation directly with the airlines. Due to this the customer was able to fully use the reservation. Due to this we are unable to refund the customers reservation.We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,[redacted]Tier 3 Customer Service

Dear Mr. [redacted],   The Revdex.com has shared with us your recent correspondence regarding your experience with Orbitz. It is my understanding you state when you contacted our customer service team regarding the credit from your canceled flight you were advised the reservation had...

been refunded; however, you have since learned the reservation was not refunded and you do have a credit but you have already booked a new reservation. You are requesting the credit be applied to the new reservation you booked. 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.   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 March 12, 2016 to verify that our agent properly addressed your concerns. When you were first connected with the agent they asked for the Orbitz record locator you were calling about and you provided the locator [redacted], which was the United Airlines reservation that was canceled and refunded due to a schedule change, and not [redacted], which was the [redacted] Airlines ticket that was canceled for a future use credit. Therefore, all the information provided to you was for [redacted], as this is the reservation you advised you were calling about.   During the call the agent advised you that the reservation had been canceled and a refund provided back in August 2015; however, you stated you had received an email regarding this reservation that instead of a refund you had a credit to use towards a future booking. Our agent then contacted United Airlines to confirm whether you had received a refund or if you had a credit; however, as the airline representative was unable to see the reservation they advised for us to call their Customer Care Department during their regular business hours which were Monday through Friday from 8am to 4pm CST. The agent relayed that information to you and stated she would escalate this and someone would call you back by Tuesday, March 15, 2016. You then advised that you were going to book a new reservation and they would have to credit you back and our agent advised that was not guaranteed.   Mr. [redacted], while we apologize for your disappointing experience, we do not show this was an Orbitz error as the information provided to you was for the Orbitz record locator you stated you were inquiring about. You do have a credit from the canceled trip with Orbitz record locator [redacted]; however, we are unable to apply it to the new reservation you purchased with itinerary number [redacted] as it cannot be applied towards a new reservation made on the Orbitz site. Only an Orbitz agent can rebook using a credit from a canceled trip. The credit is valid until August 10, 2016 to be used towards a future [redacted] Airlines flight. Each passenger has until that date to rebook and start travel using the credit. Upon rebooking you will be responsible for a $200 [redacted] Airlines reissue fee per person, a $30 Orbitz fee per person, plus any difference in airfare per person. Please contact our Customer Service Department when you are ready to rebook.   We wish our response could be more favorable. We appreciate your business and hope you will [redacted]nue to use Orbitz in the future for your travel needs.   Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

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. [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; “O-151090“ 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 Giles
Tier 3 Corporate Customer Service

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

to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from Mr. [redacted] complaint he is unhappy about the authorizations on his credit card.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 Mr. [redacted]. We are able to verify that no reservations were purchased. Since no reservation was made the authorizations will typically fall off within 24 hours.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, 2015/07/21) */
Dear Ms.[redacted]
The Revdex.com has shared your recent correspondence pertaining to the [redacted] lobby not being open upon your arrival. On behalf of Orbitz, we do apologize for any confusion, and appreciate the...

opportunity to review your account and respond to your concerns.
Upon reviewing your account, I do see that when you arrived at the [redacted] their lobby was closed as they do not stay open 24 hours. They do have a guest phone at the property entrance for guests to be able to access the property after hours.
Ms.[redacted] Due to your confusion, I have processed a refund in the amount of $50.85 back to the MasterCard used to confirm the booking. Please allow 3 to 5 business days for the refund to process. We do appreciate your business, and hope that we have a future opportunity to serve you.
Sincerely,
[redacted]
Orbitz Customer Relations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

February 4, 2017Revdex.comComplaint Department – OrbitzRe: Orbitz Case #[redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been...

brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from the customers complaint she is requesting a refund of her recently purchased flight reservation.Our records indicate on January 21, 2017 the customer self-booked round trip flight for two passengers on Orbitz.com. The customers flights were operated by United, departing from Durango, CO to Montego Bay on February 11, 2017 and returning on May 5, 2017. The customer also purchased travel protection. The customer was then sent a confirmation email which included the terms and conditions of the customers “Flight Total Protection Plan”.Orbitz offers the “Flight Total Protection Plan” so our customers can have the ability to be reimbursed for the cost of flight interrupted for covered reasons such as illness of a family member. Please review the summary of coverages below:Pre-Departure Trip Cancellation:We will pay a Pre-Departure Trip Cancellation Benefit, up to the amount in the Schedule, for non-refundable cancellation charges imposed by the Policyholder, if you are prevented from taking your Covered Trip due to your, an Immediate Family Member’s, Traveling Companion’s, or Business Partner’s Sickness, Injury or death or Other Covered Events as defined, that occur(s) before departure on your Covered Trip. The Sickness or Injury must: a) commence while your coverage is in effect under the plan; b) require the examination and treatment by a Physician at the time the Covered Trip is canceled; and c) in the written opinion of the treating Physician, be so disabling as to prevent you from taking your Covered Trip.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 a result, we strongly recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policies.  [redacted] Airlines is the merchant of record, and the companies that charged the customer’s credit card. We hope you understand we have to abide by their rules and regulations. Based on the fare rules the customer agreed to at the time of booking, her ticket was non-refundable.At this time we are unable to authorize a refund of the customers non-refundable tickets. 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 you with the necessary information related to your insurance purchase before our system asked you to complete the reservation online. This information was also available within the confirmation email that was sent on the day of booking.If the customer is seeking further compensation we suggest she await a response from the insurance company. [redacted] Travel is our administrator for assistance and can be reached by calling [redacted] or email: [redacted]. Their office hours are 8:00 AM - 10:00 PM ET, Monday - Friday; 9:00 AM - 5:00 PM ET, Saturday.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Corporate Customer Service

Revdex.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 a refund for his flight reservations. 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.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted]Tier 3 Customer Service

April 27, 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 from the customers complaint they are unhappy about a submitted best price guarantee claim. On April 27, 2016, we contacted Mr. [redacted] to acknowledge receipt of the Revdex.com complaint but were but were unable to reach the consumer.Our records indicate on April 7, 2016 the customer self-booked a hotel reservation for two travelers using Orbitz.com. The customer purchased a one night hotel reservation at [redacted] Inn JFK Airport, checking in on August 22, 2016, and checking out on August 23, 2016.On April 7, 2016 the customer submitted a best price guarantee claim for his hotel reservation. As of April 15, 2016 this issue was resolved with the customer receiving an email stating “We've approved your request and initiated a refund in the amount of $8.22 to the original form of payment used during your purchase based on the total submission price of $200.79.” The customer will receive the addition of $50 Orbucks to his account 30-60 days after travel is completed.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

May 25, 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 January 12, 2017, Mr. [redacted] booked a one night stay at the Hotel Seccy from September 19, 2017, through September 20, 2017. We understand from Mr. [redacted] complaint that he booked this reservation for $96.08 with a $50.00 voucher, but he later canceled the reservation. When the booking was canceled Mr. [redacted] was refunded minus the $50.00 that was covered by the voucher. According to Mr. [redacted] he was informed by Orbitz that we would also refund the $50.00.
When Mr. [redacted] initially requested a refund of $50.00 for the voucher, we advised that the voucher was used towards itinerary [redacted] but, the booking was canceled. As such, the voucher was deemed forfeited and we were unable to reverse it once it has been applied.
We reviewed the account and have no record of a promised refund of $50.00. On January 29, 2017, we emailed Mr. [redacted] to inform that we have placed two $25.00 vouchers into his account.
It is never Orbitz’s intent to mislead or to inconvenience our clients, and we are sorry that you feel we have done so. In good faith we have issued a travel voucher valued at $50.00 into Mr. [redacted] account which is valid through May 24, 2018.
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

November 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 Ms. [redacted] complaint she is requesting a refund of the new flight that was purchased along with additional compensation.Our records indicate per Revdex.com case number [redacted] this complaint was resolved on September 5, 2016.  At this time we are unable to honor Ms. [redacted] request to reimburse her for the purchase of new flights and additional compensation.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,[redacted]Tier 3 Customer Service

April 14, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O-[redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought...

to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from Ms. [redacted] complaint she is requesting a refund on an unutilized airline ticket. On April 14, 2016, we contacted Ms. [redacted] to acknowledge receipt of the Revdex.com complaint but were but were unable to reach the customer.Our records indicate on March 3, 2016 the customer self-booked a round trip flight reservation using Orbitz.com. The flight reservation was operated by [redacted], with flights departing from Mexico City, to Los Angeles, CA departing on March 18, 2016 and returning on March 20, 2016. The customer also purchased a “Orbitz Flight Protection Comprehensive”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 fare rules the customer agreed to at the time of booking, the tickets were non-refundable with a change penalty fee of $200 per passenger would be charged. In addition, the customer would be responsible for any difference in fare. Ms. [redacted] flight credit validity states, that travel must be completed within one year from the original ticketing date of March 3, 2016.As an effort to advocate on the customers behalf Orbitz contacted [redacted]. They advised that due to the customer having an international flight the customer was required to arrive at the airport a minimum of three hours prior to departure. They also verified that the gates for the customers flight officially closed an hour and forty-five minutes prior to departure. Though the customer was tagged as a no-show for her flight reservation [redacted] has agreed to honor the reservations original fare rules and allow the customer to utilize her unused tickets credit. To rebook the flight reservation we request the customer call Orbitz and refer to case number O- to expedite the process of changing the customers flight.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]

June 6, 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 11453970) regarding a flight reservation. We understand from Ms. [redacted]’s complaint he is requesting a refund for a flight reservation.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

October 22, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted]
Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been...

brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from Trisha [redacted] (Revdex.com case number [redacted]) regarding a hotel reservation. We understand Ms. [redacted] requesting a refund of her hotel reservation.Our records indicate that on September 30, 2016 the customer self-booked a pay-later hotel reservation for two travelers using Orbitz.com mobile site. The customer purchased a two night hotel reservation at [redacted] Best Value Inn, checking in on September 30, 2016, and checking out on October 02, 2016.On September 30, 2016 Ms. [redacted] called our customer service to cancel her hotel reservation. Per the hotel policy that the customer agreed to upon booking the reservation “Cancellations or changes made after 3:00 PM local hotel time, Thursday, September 29, 2016 are subject to a hotel fee equal to 1 night(s) plus taxes and fees.” As the customer requested a full refund of the reservation our agent advised that he would need to contact the property to receive the authorization to refund both nights of the reservation. Since the call was became disconnected the agent was unable to advocate on the behalf of the customer.We understand by Ms. [redacted] complaint that she is unhappy about the cancelation policy that was agreed to at the time of booking. As Orbitz is a third party booking agency we purchase blocks of rooms with properties a year in advance. At that time we set up cancelation policies for the rooms reserved. Per [redacted] Best Value Inn’s cancelation policy customers must cancel their rooms a day before checking in. As Ms. [redacted] purchased the room the same day as checking in this did not exempt her for the already agreed upon policy.On October 22, 2016 Orbitz reached out to the hotel to request a refund for the unutilized reservation. Upon speaking to a representative at the front desk we were advised that Ms. [redacted] canceled her reservation and as this was a pay at the property reservation she was never billed.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. **, The Revdex.com has shared your recent correspondence pertaining to the new flights reserved during your exchange process, and the amount charged for the exchange.  I appreciate the opportunity to review your account and respond to your concerns. At Orbitz, we...

understand the importance of proper** confirming our customers’ choices throughout the booking process; whether the booking is confirmed via our online service or via an agent direct**. To ensure that our agents’ have proper** heard each request, the agent will provide a full recap of the choices they have made prior to confirming the reservation. Ms. **, please know that we have reviewed the call recording of your exchange process. Upon reviewing the call, it does verify that our agent recapped the chosen flights on two occasions during the phone conversation.  The agent also advised the penalty fee of $230 per person, and a total charge of $1184.22 total, which included the penalty fees and difference in fare.  A full recap of the flights was provided.  The total amount to be charged was verified by the caller, and reiterated by the agent.  Once a full recap of the flights chosen and the add collect verified, the agent requested permission to continue, and process the change.    Our agent did receive permission to process the change and the charge. Ms. **, we certain** apologize for any confusion that occurred, but we have verified that our agent proper** recapped the flights chosen, and permission was granted to process the charge.  Please understand that Orbitz does not hold the funds for the penalty fee or the difference in fare, and we are unable to grant your refund request.  Thank you again for the opportunity to address your concerns.  Sincere**, [redacted] Orbitz Customer Relations Tell us why here...