Orbitz

June 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]’s complaint she is requesting a refund due to a canceled flight reservation. Our records indicate that on March 7, 2016 the customer self-booked a package reservation for three travelers using Orbitz website. The customer purchased a two night hotel reservation at The [redacted] Hotel, checking in on April 5, 2016, and checking out on April 7, 2016. The customers round trip flights were operated by [redacted] Airlines, departing from Detroit, MI to New York, NY on April 5, 2016, and returning on April 7, 2016.From time to time and for a variety of reasons, airlines issue schedule changes. We understand that these changes can be inconvenient, time consuming and not customer friendly. However, Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. [redacted] Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. Orbitz has no control over when, or how often, airline initiated schedule changes occur. Orbitz cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies.Only the airline can make changes to customer’s flights. These changes are not related to the type of ticket that you bought or the company that you bought from. Airlines rarely tell travel agencies why they make a change. Schedule changes are often due to routing adjustments, severe weather, or staffing or maintenance issues.On April 7, 2015, [redacted] Airlines notified Orbitz they had canceled the customers flights. Due to no alternative options being presented by [redacted] Airlines agreed to refund Ms. [redacted] the amount charged for the return portion of the flight. As of June 14, 2016 the customer was refunded $142.70 per ticket. The total amount refunded was $428.10. The time it takes the refund to post to the customer’s account depends on the time it takes the Ms. [redacted]’s credit card company to process refunds.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

Initial Business Response /* (1000, 5, 2015/08/07) */
Dear[redacted]
The Revdex.com has shared your recent correspondence pertaining to the name error and non-notification of the error. I appreciate the opportunity to review your account and respond to your concerns.
From your...

complaint, tickets were booked on May 19, 2015 for travel on July 30, 2015. The concern was the second ticket; the name was not a surname, however, just a suffix. As the system designated this as a fictitious name, the airline,[redacted], canceled the space. You were unaware of the cancellation until the date of departure. You are asking for a refund of the tickets, due to the non-use of the trip. Furthermore; your perception of Orbitz has become discontented due to the service you have received.
[redacted], I do understand your concern in this regard, as airlines continue to add various charges in order to maintain costs; travel can be a hectic experience, and Orbitz does try to meet the expectations of our customers with terms and conditions associated with ticket bookings.
According to my research, the booking was made privately, meaning there was no assistance from a telesales representative to book the tickets over the phone.
As a travel agency, Orbitz is required to apply the applicable airline fare rules the moment the ticket is issued. The tickets were sold with the understanding that the fare was non-refundable and certain restrictions apply.
The tickets were issued; unfortunately, the name filed of the reservation acknowledged the suffix as the surname, which I believe should have been flagged as an error. This, however, was not the case. Subsequently, the airlines' reservation system did recognize this as a fictitious name, and canceled the space.
On your behalf, I have contacted our air product development group; this valuable information may be used in helping Orbitz to determine better overall experience for our customers. Feedback such as yours is critical to the operational side of our business.
Nevertheless, I do understand your point; Orbitz will refund the tickets in the amount of $1456.02 to the card ending in[redacted]. This will process today, August 7, 2015. Please allow a 3 to 5 day timeframe for the credit to appear on the statement. This will appear as an Orbitz credit, not[redacted].
Additionally, I will refund the Orbitz service fee of $13.98, which was charged to use the site. The same timeframe applies for the fee.
Therefore, the total amount of the purchase is refunded.
We take our customers' comments very seriously, and I thank you for your honest feedback.
[redacted], we thank you for bringing this matter to our attention. Your business is truly valued, and we hope you will provide us with a future opportunity to serve you with your travel planning needs.
Sincerely,
[redacted]
Orbitz Customer Relations
Initial Consumer Rebuttal /* (2000, 7, 2015/08/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Although we are still sad to have missed our vacation, I am glad that Orbitz has agreed to refund the cost of our tickets.

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 August 25, 2017 the customer self-booked a hotel reservation for two travelers using Orbitz.com mobile site. The customer purchased a two night hotel reservation at A1 Suites at [redacted] Condo Hotel, checking in on September 22, 2017, and checking out on September 24, 2017.Per the customers complaint we understand that he accidentally reserved this hotel. Per the hotel policy that the customer 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.” Per the customer’s account we can confirm that the first call into customer service was on August 26, 2017 which is after his reservation was to be completed.We understand by Mr. [redacted] complaint that he is unhappy about being charged for the reservation and is requesting a full refund. Due to this our agents have reached out to the hotel continually since the first day the customer contacted our customer service. Our records reflect that on August 31, 2017 Orbitz refunded the customer half of the reservation due to the hotel not responding. At this time we are unable to authorize any further refunds of 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

May 9, 2017
 
Revdex.com
Complaint Department - Orbitz
 
Re: Orbitz Case #: [redacted]
 
Dear Revdex.com,
 
Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] (Revdex.com complaint [redacted].) We regret to hear Mr. [redacted] did not accept our response and/or resolution offered.
 
Orbitz’s goal is to provide an exceptional customer service experience. We do regret any inconvenience encountered with the reservation booked thru our website.
 
After reviewing the additional information Mr. [redacted] provided, we can confirm on May 2, 2017, a refund in the amount of $1,090.00 was processed back to the original form of payment as compensation for the price difference of tickets as requested.
 
Further research shows, Mr. [redacted] also submitted a complaint with Orbitz’s legal department, therefore no more information can be provided via this channel of communication since the customer will be contacted by the department in charge of his case going forward.
 
Again, 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 11, 2018 Revdex.com Chicago and Norther Illinois Complaint DepartmentRE: Orbitz Case [redacted]Dear Revdex.com, Thank you for contacting 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 car. We understand [redacted] is requesting a refund. Our records show on April 22, 2018 [redacted], or a person authorized for their account, reserved a prepaid midsize SUV with Right Cars for five days with pick up on April 23, 2018 for $107.13.We received a call from our customer on the day of pick up advising that the rental car company was not willing to accept the insurance information or documents provided as proof of coverage and was requiring the purchase of their own coverage. Our customer advised the car was not taken and a refund was requested. We were able to verify with Right Cars that the reservation was not used, and a full refund was provided on April 24, 2018.It’s not unusual for car rental vendors to require proof of insurance for coverages that are required by localities to drive a vehicle; and, in some cases car rental companies may require collision coverage as well. Having proper insurance coverage and correct documents is always the responsibility of the driver and can vary slightly from one car vendor to another. In all cases we recommend contacting the rental car company to verify coverages and documents that are required. We understand from our notes this rental car experience may not have met the standard of service our customer has come to expect from Orbitz. We have provided a coupon as a gesture of goodwill, which is good for up to $50.00 of the base rate of a prepaid hotel or hotel package purchased in the account within the next 12 months.  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

November 19, 2017
 
Revdex.com
Otbitz.com - [redacted] [redacted]
Complaint Department
 
Re: [redacted] Case #: [redacted]
 
Dear Revdex.com,
 
Thank you for taking the time to contact [redacted], 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.  [redacted], Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
[redacted], Inc. is responding to the consumer complaint from Miss [redacted] [redacted] (Revdex.com case number [redacted]) regarding a flight exchange issue.
 
Our records reflect on September 20, 2017 the customer accessed Orbitz.com and self-booked two Orbitz one way fares for two passengers; for herself and passenger [redacted] [redacted], departing on December 8, 2017 aboard [redacted] Airlines from Orlando, FL to New York, NY.  The return one way flight, with [redacted] as the validating carrier is departs from New York, NY to Orlando, FL 
 
Miss [redacted] contacted Orbitiz on November 9, 2017 requesting to proves a complete name change, on Mr. [redacted] ticket adding [redacted].  She notes that she spoke to [redacted] Airlines who advised Orbitz could make this change for her. 
 
When booking the flights the customer chose to purchase two Orbitz one-way flights.  This flight type contains the following information in the booking path, before completing the itinerary, for the customer’s information on how these flights are handled by the airlines:
 
! Important Flight Information
Your flight is a combination of two one-way fares, each subject to its own rules and restrictions.  
If one of your flights is changed or cancelled, it will not automatically alter the other flight. Changes to the other flight may incur a charge.
 
While [redacted]’s fare rules, for this ticket, do allow a full name change, [redacted] Airlines terms do not.  [redacted] would require the customer to cancel the ticket and rebook with the correct names on the itinerary and pay the cancellation penalty. 
 
The efforts to make the changes Miss [redacted] requested show our agent made the change to the [redacted] tickets, but this caused her [redacted] flights to be cancelled with a penalty in an attempt to make both ticketed passengers match.  The customer was upset with the cancel and re-book fees required by [redacted].  The case was escalated to our corporate team, who were able to restore her tickets to the original purchased state for herself and Mr. [redacted]. 
 
Orbitz serves only as a third party booking intermediary for travel related companies and as such are bound by the terms and conditions, and in the case of airlines, the ticket fare rules the customer agreed to at the time of purchase.  At this time, if she would still like to remove Mr. [redacted] and add Ms. [redacted], she will need to contact our customer service department for assistance and they will only be able to do so according to the fare rules of each one way fare.  The [redacted] terms will control the outbound flights, and they will require that she pay the cancel/change fees for the flights.  She will need to determine if this is something she is would like to do or look at other options.
 
 
 
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 [redacted]l, The Revdex.com has shared your recent correspondence pertaining to the problems encountered on Delta flight 1090. On behalf of Orbitz, I apologize for any inconvenience this has caused, and appreciate the opportunity to review your account and respond to your concerns. ...

Please know that we have verified that there were no schedule change notifications regarding this flight, and it was still showing in the airline systems available for travel.  We have reached out to Delta Airlines directly regarding the problems you encountered so that they could review.  [redacted]l, as soon as we have received a response, we will promptly update you; however, please allow up to 14 business days.  Thank you again for the opportunity to address your concerns, and we appreciate your patience. Sincerely, Charlotte [redacted] Orbitz Customer Relations

Complaint: [redacted]
I am rejecting this response because: I did contact the owner of the hotel immediately about the absence of the warm water in the whole hotel.He promised me every day that he was going to resolve the problem, but he did not resolve the problem till end of my stay. I did contact Orbitz as soon as I could. Orbitz knew that hotel did not have warm water because other guest were writing that in their reviews. But still, Orbitz continued to offer this hotel in orbitz's website without any indication that this hotel has issue with warm water. Orbitz needs to be responsible for the products they offer to people.I do insist on my compensation.
Have a blessed day,
Dr. Lesya [redacted]

April 11,
Revdex.com
"TEXT-ALIGN: justify; MARGIN: 0in 0in 10pt">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 reservationsWe 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 websiteTravel was on [redacted], departing June 7, 2016, from Orlando, Florida to Santo Domingo, Dominican Republic, returning June 13, 2016, for one passengerHotel accommodations were at the Hotel [redacted], checking in June 9, 2016, for four nightsThe Orbitz waiver was booked in conjunction with the vacation package reservations, for a total amount of $
Upon further research, we were able to confirm March 14, 2016, the customer contacted Orbitz regarding cancelling their vacation package reservationsOn March 14, 2016, the amount of $was refunded back to the customer's original form of paymentOn April 1, 2016, the remaining amount of $was refunded back to the customer's original form of payment, for a full refund of $
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 Customer Service

January 06, 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 refund request for a flight reservation. Our records show on April 08, 2016, Ms. [redacted] self-booked an Orbitz.com airline reservation via booking number [redacted], with a trip start date of January 14th, 2017. We understand from Ms. [redacted] complaint, she was advised a refund would be completed in the amount of $207.25 due to the insurance component she added to the package. Ms. [redacted] is requesting a refund of $207.25 and a second amount of $69.30 for the difference between the new and old ticket. On December 22nd, 2016 Orbitz processed a refund of $207.25USD. This has been documented on the customer’s Orbitz account. Orbitz is unable to provide a refund of the difference in fare for $69.30USD as the price is provided to us directly by the airline and Orbitz does not keep the amount charged for the difference in fare. The full amount paid for the difference in fare is provided to the airline. As a courtesy, Orbitz has provided a $25 future travel coupon for Ms. [redacted]. The coupon is available for use under her Orbitz account which is linked with the email. Orbitz’s goal is to provide an exceptional customer experience. We do regret any inconvenience Ms. [redacted] has encountered in resolving this matter. As a refund has been given to and the issue has been resolved to Mr. [redacted] 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] Tier 3 Customer Service

Complaint: [redacted]
I am rejecting this response because:The time it took for the staff to find out about the other airline's possibly was frankly a little ridiculous. I had already called the other airline and learned about the policy within a few minutes. There was nearly no wait time. I am not sure why it took so long for Orbitz to find out the same thing, and made me not want to work with a middle person in the future. Also your staff does not have the right training and gave me incorrect info. A total waste of my time.
Sincerely,
[redacted]

April 6, 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 Ms. [redacted] did not accept our response and/or resolution offered.After further researching the customer’s account we are unable to change the status of the itinerary. It is disheartening when our clients feel that we have not met the standards to which we hold our organization as we attempt to provide the most efficient, quality service available. 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. As previously advised, we suggest that Ms. [redacted] reach out to All [redacted] Airways’ 24 hour customer service and request a boarding certificate to be mailed to her. Please use the information below to contact All [redacted] Airways.Customer Service Number: [redacted]Ticket Number: [redacted]
We thank you for allowing us 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

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]

April 20, 2016 Revdex.comComplaint Department – Orbitz 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 a hotel reservation. We understand from the customer complaint that they are requesting a refund of all the foreign transaction fees associated with the recent bookings. Our records indicate that the customer made a total of nine hotel reservations at different properties between the dates of March 10, 2016 and March 12, 2016. All of the hotel reservations were canceled between the dates of March 11, 2016 through March 14, 2016. When the reservations were canceled they were all refunded according the separate hotel cancelation policies. In regards to the foreign transaction fees these are charged by the customers banking institution. If the customer is requesting a refund of any of these fees we suggest the customer contact his banking institution for further reimbursement. 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 9, 2017
 
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
 
Re: [redacted] Case #[redacted]
Dear Revdex.com,
 
Thank you for taking the time to contact [redacted] 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.  [redacted], Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
[redacted], Inc. is responding to the consumer complaint from Mrs. [redacted] (Revdex.com case number [redacted]) regarding a refund request.
 
Our records reflect on April 1, 2017 you accessed Orbitz.com and self-booked itinerary # [redacted] for a Hotel Collect reservation at the [redacted] Downtown Hotel to check in October 6, 2017 and checkout October 8, 2017.  Although we see the reservation was processed to the hotel, they reported not having recorded the reservation. 
 
We regret the inconvenience this matter caused and if you would provide your receipt (or tie itinerary number if you rebooked through Orbitz) so that we can validate the cost of the hotel you stayed at, we will provide a credit for the additional cost you incurred, due to the reservation not being honored by the hotel.  Please provide the new hotel information through the Revdex.com rebuttal process.
 
Once we receive the requested information, we will provide the credit and send confirmation by response to your rebuttal. 
 
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

July 11, 2017 Revdex.com Chicago, Illinois   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 case number [redacted]) regarding a hotel reservation.  We understand Ms. [redacted] is requesting a refund.  On July 16, 2017, we received receipt of the Revdex.com complaint.   Our records reflect on March 4, 2017, the customer self-booked a package reservation. Travel was on [redacted] Airlines, departing June 15, 2017, from New York to Nassau, Bahamas; and returning on June 19, 2017, from Nassau, Bahamas to New York. The package includes a hotel stay at the [redacted] Nassau Beach-All Inclusive and the Package Protection Plan, via itinerary number [redacted]. The customer is stating that they were dissatisfied with the hotel stay.     Upon further researching this matter, we have no record the customer contacted Orbitz during the dates of stay while at the hotel. On June 20, 2017, the customer contacted Orbitz via email regarding the hotel complaint.   Orbitz contacted the hotel on the customer’s behalf; they advised they will review the customer’ complaint. Once the hotel replies, Orbitz will update the customer and the Revdex.com.   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. We do not own or operate any hotels, nor do we set any policies related to refunds. We hope the customer understand that we must adhere to the policies of the hotel in this case. We strongly recommend to our customers, who choose to book travel on their own, to carefully review the details of the trip as well as the fare rules or cancellation policies for the vendors. Our customers do have the capability to view hotels reviews online before purchasing the reservation. Furthermore, when finalizing the reservation on Orbitz.com, the customer agreed to Orbitz’s Term of Use. The Orbitz’s Terms of Use explicitly state as follows:  The carriers, hotels and other suppliers providing travel or other services are independent contractors and not agents or employees of the Orbitz Companies. Orbitz Companies are 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 form. Orbitz Companies have 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 have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. In no event shall the Orbitz Companies, the  Orbitz Partners and/or their respective 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 this Website or with the delay or inability to access, display or use this Website (including, but not limited to, your reliance upon opinions appearing on this Website; any computer viruses, information, software, linked sites, products and services obtaining through this Website; or otherwise arising out of the access to, display of or use of this Website) whether based on a theory of negligence, contract, tort, strict liability, consumer protect protection statutes, or otherwise, and even if the Orbitz Companies, the Orbitz Partners and/or their respective suppliers have been advised of the possibility of such damages.    Based on the above, Orbitz is unable to honor the request for the refund or compensation.   We thank you for allowing us the opportunity to address the issues that were brought to our attention.    Sincerely,   [redacted] Corporate Customer Service

Complaint: ***
I am rejecting this response because: As suggested by Orbitz, I did try to reach the Airlines directly and also posted my feedback on their website, however received no response from them. My review/feedback was also deleted by the airlines from their website. After receiving such a poor service from Orbitz and the airlines, I don't think I will be making any reservations in future via Orbitz so using $100 credit for any future booking does not make any sense. 
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/06/15) */
Dear Mr. [redacted],
Thank you for contacting Orbitz via the Revdex.com. It is my understanding that the [redacted] Inn, Orbitz Confirmation# PBORBXXXXXXXXXX, did not meet expectations. On behalf of Orbitz we apologize for any...

disappointment.
Mr. [redacted], I can appreciate your position. As the hotel was self-booked via Orbitz, you've held Orbitz responsible for Wellesley's quality. Unfortunately, however, Orbitz has no purview of any hotel's maintenance, cleanliness, security, etc.
Please understand, [redacted] Inn is not owned or operated by Orbitz Worldwide; in fact all our suppliers are independent. Therefore, we've shared your comments with the hotel. Hopefully your feedback will provide Wellesley Inn an opportunity to make improvements.
Mr. [redacted], please know Orbitz does understand travelers may have differing expectations of hotels. For this reason, Orbitz.com provides Customer Hotel Reviews/Ratings. In this case, [redacted] Inn shows a customer rating of 2.9 of 5.0 via Orbitz.com. This information, was accessible prior to booking. Nonetheless we do regret any dissatisfaction with your trip.
Regarding your refund request; our records show you prepaid $117.32USD for 1-night stay at [redacted] Inn, on June 9, 2015. As you know the reservation was 100% non-refundable at the time of booking. Further, as you've agreed to prepay Orbitz, Orbitz paid [redacted] Inn for your stay. Unfortunately, we're bound by the hotel cancellation policy you accepted at the time of booking.
Therefore as you've mentioned [redacted] Inn must provide approval for any refund exception. Regrettably, Orbitz had not been successful gaining such an exception. And although the value of this prepaid stay, $117.62USD, was offered via Orbitz Future Travel Voucher; you refused to accept our credit.
Mr. [redacted], please know I've contacted the [redacted] Inn a final time in hopes your request may be honored. Please know there is no guarantee of any exception because the hotel stay was booked as a non-refundable reservation. I expect to have response from the hotel within 10 business days. However, if you'd prefer immediate end to this issue, I'm happy to offer our Orbitz Prepaid Hotel Future Travel Voucher in the amount of $120USD.
Our voucher is offered as a sign of our commitment to you and hopeful amicable resolution to your concern. We do hope you will consider our offer and await your response. In the meantime, please know that we are also awaiting [redacted] final answer to our mutual request. Thank you for sharing your concern and allowing team to advocate on your behalf.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (3000, 7, 2015/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for your offer of a travel voucher for $120 USD. I would be inclined to accept this offer if there was only one transaction in question here. However, as a matter of fact, there are two transactions in question, one for 117.62, and another, which you may have overlooked, for $146.90. If your travel voucher was of an amount that approached the total amount of both transactions, say $250 USD, I would be inclined to accept. BecauseI was traveling with my 22 and 17 years old daughters (returning from my mother's and their grandmother's funeral), I booked a separate room for them. However, during our very short time at the [redacted] Inn, before we returned our keys and explained that the rooms were not suitable for our habitation, my daughters were subjected to unwelcome attention from men seeking prostitutes in the lobby of the hotel in which Orbitz sold us rooms. So there was no way I would have left my young daughters in a room alone in this building. If you are willing to compensate us for the second room with a travel voucher also, we can resolve this immediately.
In response to some of your arguments in this matter: Orbitz is attempting to disclaim liability as merchant of record in this transaction. However, I had no business transaction with the [redacted] Inn. It is undeniable that Orbitz is the merchant of record and custodian of funds on this transaction, by their own admission in this response. Orbitz sold me two rooms in a venue for criminal activity (prostitution, drug use and trafficking). I have contacted the East Point Police Department, and have discovered from them that they are well aware of the criminal nature of this venue; I would suggest that Orbitz reconsider whether they should have a business relationship with a business that the local police regard as a criminal trouble spot in their city. This is not merely a matter of travellers having differing expectations of hotels. This particular hotel is the site of well known criminal activity. Indeed, as the local police department verified with me in my phone call with them, it is little better than a crack den or a brothel. I encourage you to send your own agents to confirm this for yourself. Short of this, you may wish consult reviews on [redacted] which clearly show a horrific pattern since early 2014, consistent with what the East Point Police told me (they told me that they place had been "cleaned up" by a different manager, at one point, but then he left and that the new manager had let things "go way down hill" again).
You argue that I could have accessed reviews prior to booking the hotel. This is true, but I was on the road, returning from the funeral of a loved one, making arrangements on the fly. In the process, I guess I made the mistake of presuming that Orbitz might vouch for the quality of services they are offering, especially those services highlighted on the mobile app as a "hotel deal." I would suggest that this marketing highlighting, and sorting of this hotel to the top of the listings implies some suggestion of a minimum standard of quality, at least that the venue would be safe, sanitary, and largely free from criminal activity. Your specific marketing of this property as a "hotel deal" increases your liability in this matter, to assure that what you are highlighting is not a deeply flawed offering.
Moreover, just as I had access to review, so Orbitz had access to the information about what they were selling, primarily in reviews on [redacted] and other sites, commonly available on the Internet. Orbitz had the clear ability, without undue difficulty or expense, to know that they were selling a defective service, even if provision of that service was subcontracted to an unreliable business partner. Orbitz could also, having been tipped off by mention of criminal activities in reviews, have made a call to the local police department to confirm, as I did, that this venue is well known for such activities. One could argue that Orbitz has a duty to engage in some such due diligence, to assure the quality of the product they are selling.
Reviews on the Orbitz site are surprisingly favourable for this venue, in comparison with reviews on other web site (like Trip Advisor), suspiciously so, leading one to the supposition that the ratings on Orbitz might be censored or that there might be falsified positive reviews (perhaps by the hotel - I encourage Orbitz to investigate this). Suspiciously, positive reviews for this property on TripAdvisor ended, for the most part, in early 2014, but they have continued on Orbitz. Again, this is completely consistent with the account related to me by the East Point Police department.
It may comfort you to know that I have contacted, the [redacted] health department as well, to inform them of sanitation problems at this property. Perhaps this, and my contacts with the police, will eventually result in this hotel reforming its ways, and becoming a business partner more suitable for Orbitz. Perhaps it will also be of interest for you to know that this has been an educational experience for me. As a business school professor who often teaches executives, and who as recently as two weeks ago taught a case about Airbnb, I have learned that although people worry about he quality of services delivered via [redacted] that company's policy of only forwarding fees to hosts 24 hours after guests have arrived and found the property suitable, is actually a considerable improvement over traditional practices of hotels and booking services, like Orbitz. This will become a part of my future teaching on this subject. I would suggest that for your pre-paid deals, you might consider implementing a policy of forwarding funds to hotels like the Wellesley Inn only after guest have arrived and found the venue suitable. You could market this level of assurance, as a factor that differentiates you from other travel services [redacted]
To repeat, however: If you can find a way to offer a travel voucher that covers both my transactions, rather than only the one you mention, we can resolve this immediately. I would, however, with the best intentions, suggest that your business relationship with the [redacted] Inn is not in your best interests. I would recommend that you stop selling such obviously inferior product. It is a danger to your brand. Thanks much for the time you have taken to read my response.
Sincerely,
[redacted] D [redacted]
Final Business Response /* (4000, 9, 2015/06/23) */
Dear Mr. [redacted],
Thank you for considering our offer. As I understand your response, you would find amicable resolution in Orbitz offer of a $250USD Orbitz Prepaid Hotel or Vacation Package Voucher. Therefore, I am honoring your request. Please understand, Orbitz is providing our voucher as a sign of our commitment to you, in recognition of your loyalty, and as final end to this concern.

Here are the instructions for your voucher:
When you make your next Prepaid Hotel or Vacation Package booking via Orbitz.com, simply forward the Orbitz Future Travel voucher to [redacted]@orbitz.com ; and request to redeem voucher# XXXXXXX. Orbitz will then issue credit to the card used for the new booking. Your voucher is valid until 12:00AM CT, June 23, 2016.
Mr. [redacted], thank you for allowing Orbitz to review your concern. We appreciate your consideration of our efforts on your behalf and acceptance of our remedy.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL
Final Consumer Response /* (2000, 11, 2015/06/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Their offer constitutes a full refund, as requested and as is obviously called for in this case. I commend Orbitz for coming to an honourable conclusion in this case. It would be nicer if they had come to this conclusion more quickly. I would also urge them to take action to keep other consumers from being victimised by the Wellesley Inn.

Revdex.com:My email address used for orbitz.com is [redacted] and the itinerary #7[redacted]
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I contacted the airline ([redacted]) directly on June 28 as suggested by Orbitz personnel and the airline replied that because I had made the reservation through Orbitz there was nothing they could do.If a travel agent such as Orbitz doesn't have neither the authority nor the leverage to negotiate some type of arrangement on behalf of its customers, then why would anyone rely on this online travel agents when they can't solve an issue that was not originated by the customer?Orbitz just lost 2 customers!
Sincerely,
[redacted]