Orbitz

Complaint: [redacted]
I am rejecting this response because: As I have stated in my complaint to Orbitz, when agreeing to pay for the package, it clearly indicated on the top of the page that there is free cancellation for 24 hours. NO WHERE did it mention that the hotel was not part of this free cancellation claim. There was nothing else on the final page indicating that the hotel was non-refundable.I only found out about this when I got the confirmation email from Orbitz indicating that the hotel was non-refundable. That is what shocked me and I called Orbitz quickly after receiving the confirmation email to cancel but they did not help me out. I understand Orbitz is the 3rd part seller but Orbitz is the one I interacted with and should be accountable for false claims on their site. How is the customer supposed to know or guess that only a part of the trip falls under the 'FREE 24 hour cancellation' claim? If it shows on the confirmation page, I will only be certain that it applies to my package. So, in this case, because of the conflicting messaging on Orbitz' site, I am not responsible to bear the cost. I have been an Orbitz customer for long and well aware of its policies but this one took my by surprise and I genuinely feel cheated. I deserve to get my money back for a hotel that I requested to cancel within 5 mins of booking.
Sincerely,
[redacted]

March 28, 2016
Revdex.com
Complaint Department – Orbitz.com
Re: 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 hotel reservations. We understand the customer is requesting refund for their reservations.
Our records indicate on February 2, 2016, the customer booked hotel reservations – itinerary [redacted] – using the self-service tool on the Orbitz website. Hotel accommodations were at the Tel-Aviving Apartments, checking on March 9, 2016, for six nights.
Upon further research, we were able to confirm on March 25, 2016, that Orbitz processed a full refund in the amount of $469.16 back to the original forms of payment and deposited a $100.00 Orbucks (Electronic Travel Coupon) into the customer’s Orbitz account.
The amount of time it takes for the customer to receive a refund depends on how quickly their credit card company 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

Complaint: [redacted]
I am rejecting Orbitz’s response to my complaint.  Firstly, Orbitz's own website states that the company will immediately effectuate a reservation for their customer after payment has been accepted and suggests that a room will be ready after check-in time.  Indeed, the terms and conditions state that "[u]pon submitting [a] reservation request [a customer] authorize[s] Orbitz to facilitate hotel reservations on your behalf, including making payment arrangements with hotel suppliers.  However, in your response you admit that “the time it takes for the reservation to be received can vary” by hotel.  This relevant information, which would have been material to by decision, was not disclosed to me prior to purchase. Please note that 940 CMR 3.05 says it is a violation of M.G.L. c. 93A if a business: [d]irectly, or by implication, or by failure to adequately disclose additional relevant information, has the capacity or tendency or effect of deceiving buyers or prospective buyers in any material respect. Had I known that reservations for the [redacted] Hotel made through Orbitz’s website would take more than two hours to process, I would have selected a different hotel or reserved a room directly with the hotel.  Orbitz failed to meet the standard of Massachusetts consumer protection rules and regulations and should immediately take steps to resolve my dispute by providing me with a full refund. Furthermore, while the Orbitz agent was ultimately able to assist in securing my reservation (nearly three hours after waiting in the lobby), he was seemingly uninformed and shocked that I would not hand over my cell phone to the hotel check-in staff. I am reaffirming my request for a full refund and look forward to receiving your response. 
Sincerely,
[redacted]

February 8, 2018 Revdex.com Chicago and Norther Illinois Complaint DepartmentRE: 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. We understand [redacted] was concerned about the placement of last names on the airline ticket. Our records show on January 14, 2018 [redacted] or a person authorized on their account booked a roundtrip flight with Iberia through the Orbitz.com mobile site, to travel from Catamarca to Madid on January 27, 2018, and return on February 4, 2018, for $1033.10.When passengers’ names are provided for airline tickets spaces and dashes are removed in many cases. This is a normal part of ticketing and it is expected during check in and boarding processes. Our records indicate our customer contacted us concerned that the space wasn’t placed, and advised the airline’s advise was that it would need to be corrected. In later contact with our customer we called the airline to verify what they require on the ticketed name, and we were advised that the name as it appears is correct without the space. 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

Dear Mr. [redacted], The Revdex.com has shared your recent correspondence pertaining to your refund request on Orbitz locator [redacted] due to a death of a family member.  I appreciate the opportunity to review your account and respond to your concerns. Upon reviewing Orbitz...

locator [redacted], I do show a hotel reservation was reserved on January 17, 2016 at the [redacted] District via our online services.  The booking confirmed was a nonrefundable rate for a check-in date of February 27, 2016 for two nights.  Upon further review of your booking, I do show that you contacted us on January 20, 2016 requesting to change to a different hotel property.  It was advised that the booking confirmed was associated with a nonrefundable rate, but our agent contacted the property on your behalf to see if they would make an exception so that you could rebook the new preferred property.  Our agent contacted the property, and the cancellation for refund was declined.  This information was conveyed to you by our agent, and a supervisor was requested.  Our supervisor advised again that the rate confirmed was nonrefundable, but contacted the property a second time on your behalf.  Unfortunately, the property again declined the cancellation for refund.  No changes were made to your reservation at this time. Mr. [redacted], our records indicate that we were not contacted any further regarding this issue; however, a credit card dispute was received from your bank.  The dispute was not accepted as this was a valid booking, and the cancellation policy was advised prior to confirming the reservation, and during our phone conversations. Mr. [redacted], your concerns have been thoroughly reviewed, and we are not showing that a death to a family member was mentioned to either agent in January.  If a customer is requesting the cancellation of a nonrefundable booking due to medical emergency or due to a death, the property will require that the medical documentation and/or death certificate be provided for their review before a refund will be considered.  We certainly regret your continued disappointment in our services, but Orbitz has been charged in full by the property, and we are unable to grant your refund request. Sincerely, [redacted] Orbitz Customer Relations

October 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 [redacted] (Revdex.com case number [redacted] regarding a flight reservation. We understand from Ms. [redacted] complaint she is requesting a full refund of her flight reservation.Our records indicate that on March 28, 2016 the customer self-booked a package reservation for two travelers. Within the reservation the customers flights were operated by [redacted] Airlines, departing from Little Rock, AR to Punta Cana on August 30, 2016 and returning on September 4, 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 for the customers departure flights (the entity that received the funds) 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.On June 19, 2016 the customer contacted our customer service department for assistance canceling these flights. Our records reflect that the agent was able to cancel and refund the customers flight reservation in full. The time it takes the refund to post to the customer’s account depends on the time it takes the airlines and the customer’s credit card company to process refunds. On October 3, 2016 Orbitz reprocess the refund. By doing this we have expedited the time it will take to reach the customers card.We apologize for any inconvenience this lapse in time may have caused Ms. [redacted] We would like her to know that every reservation is important to us and our main goal is to provide a smooth and pleasant experience to our members. We appreciate her thoughtful comments. We rely on customers like Ms. [redacted] to provide us with the information we need to continue improving our services.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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this initial response is satisfactory to me. The company has reached out to me for additional details and has indicated that they will further research the problem to see if they can provide a resolution. We will wait to see if this continues to be a problem for us. 
Sincerely,
[redacted]

Dear Ms. [redacted] The Revdex.com has
shared your recent correspondence pertaining to the flight information provided
during your booking process.  I
appreciate the opportunity to review your account and respond to your concerns.At Orbitz, we understand the importance of...

properly
confirming and providing our customers of all flight information throughout the
booking process. To ensure the accuracy of our website, we do keep logs of our
customers booking process for further review. Upon reviewing our website logs
of your booking process, I do show that the website properly advised that
United flight number 696 was a connecting flight via Denver, and your flight
number would not change. All of the flight times were displayed, and the
connection time given. I have attached a screen shot for your review of the
information provided during your booking process. Ms. [redacted] I certainly empathize with your situation;
however, we do show that all flight information was displayed prior to
confirming your flight, and we are unable to offer compensation due to your
flight delays.  Ms. [redacted] I wish that I could offer you a more favorable
response. We do appreciate your business, and hope that we have a future
opportunity to serve you. Sincerely, [redacted] Orbitz Customer Relations

April 21, 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 reservations. We understand the customer is requesting a refund for the $7.00 booking fee, and $44.00 for the amount of the [redacted] Airlines ticket. Our records indicate on March 28, 2016, the customer booked combined one way fare flight reservations – itinerary [redacted] – using the self-service tool on the Orbitz website. On April 21, 2016, a refund in the amount of $7.00 was processed back to the customer’s original form of payment. The amount of time it takes for the customer to receive a refund depends on the length of time it takes the airlines and the customer’s credit card company process refunds. As [redacted] Airlines was the merchant of record (the company that charges the customer’s credit card) for the amount of $44.00, Orbitz did not charge the customer’s credit card for the flight reservations. We request that Ms. [redacted] provide Orbitz with a copy of her credit card statement reflecting the charges from [redacted] Airlines for further review. We ask the customer to omit any personal information from the document, for security purposes. Once received, Orbitz will further assist Ms. [redacted] in resolving this issue. The customer may submit the information through the complaint submission on the Revdex.com website. The actual cost of the airline ticket was charged by the carrier directly, in this case [redacted] Airlines. Orbitz serves as a third party agency for travel providers such as hotels, car rental agencies, and airlines; as such we must abide by and enforce the terms and conditions set forth by our partners. We act only as an agent for their product and do not have the authority to override or to change their policies.   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: [redacted]
I am rejecting this response because:copied from my notes taken during my extensive time on the phone:06/18/2016[redacted]? Unknown name[redacted] transferred to corporate dept. after almost 3.5 hours on the phone. Disconnected! [redacted] Orbitz Service TeamTransfer to supervisor, [redacted]. Calling concern department disconnected again!7:54 pm [redacted]. Transferring me to supervisor[redacted] escalated to corporate manager 8:31 pmHung up at 12:15 am on 06/19/2016 (9 hours, 45 minutes on phone)12:40 am (after trying [redacted] called back transferred to [redacted]... 20 min in, call disconnected.Called 844 # againAfter holding for 1.5 hours I was told that the dept I needed to speak with was closed. Scheduled callback for tomorrow. 12 hours total time on the phone06/19/2016 Had to call them because no call back. [redacted](supervisor) transfer to [redacted]. She said they would honor the $100 charge. Didnt agree to that. Asked her to confirm with ticketing that they would be able to fix before continuing. Got a notice from [redacted] that [redacted] charged $353!!! Refunded that amount after I notified her. Offered $100 credit for orbitz after I told her I would NEVER Ddo business with them Again and wanted a refund instead, she declined. She said my flights were now correct. Just to be sure, I Checked [redacted] app on Sunday night and realized my FLL flight is set for wrong date!!!Called [redacted] > [redacted] [redacted] said he will call corporate manger and call me back (12:24 am - 1 hour on phone this call before being told he will hang up and call back)[redacted] was the corporate manager he spoke with (1:39 am 6/20/2016)Finally Corrected flight (hours before scheduled to fly out!!!)A total of 16 + hours on the phone! Demanded a call from the HEAD of the HIGHEST department in orbitz the following day. Never received a call back. I want to be compensated for my time! 16 hours+ total time of being lied to and placed on hold, disconnected, etc. An entire Saturday and most of Sunday (into the wee hours of the morning both times) spent away from my family, stressing out after being notified less than 48 hours before I was scheduled to fly! 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/06/12) */
Dear Mr[redacted]
The Revdex.com has shared your recent correspondence pertaining to the cancellation of your hotel booking due to the verification of your credit card information. I appreciate the opportunity to review your...

account and respond to your concerns.
Due to security purposes, we must receive all proper verification on a customers' credit card information. If there are any issues with this verification, the booking will be cancelled. When the cancellation was processed, the hotels cancellation policy was in place. We apologize that this was not immediately refunded, but please know, the refund in the amount of $352.88 has now been processed. Please allow 3 to 5 business days.
Mr.[redacted] we understand your frustration; however, for the security of all of our customers, these decisions do have to be made, and we would not be able to reimburse for any differences in rate. Thank you again for the opportunity to address your concerns.
Sincerely,
[redacted]
Orbitz Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although Orbitz claimed in their response that they would process a refund of $352.88, only $196.65 was refunded. In addition, Orbitz claims that there was a verification issue with the credit card which resulted in cancelation of the reservation. However, Orbitz did not explain why they then proceeded to charge the same credit card after canceling the reservation. At no time did Orbitz attempt to contact the customer for notification of cancelation or to request additional information, nor did they provide any explanation of the "verification" information they claim to be missing. The bottom line is that this entire situation and explanation by Orbitz does not add up. This poor experience with Orbitz will be shared with as many people as possible so they can avoid the same frustration and unauthorized charges by Orbitz.
Final Business Response /* (4000, 13, 2015/07/15) */
Dear Mr.[redacted]
Thank you for your follow-up response, and we appreciate the opportunity to address your continued concerns.
Please know that we do show that a full refund for the charges made has been processed for refund back to the original credit card used.
Mr.[redacted] we apologize again for any inconvenience this has caused, and for your disappointment in our services.
Sincerely,
[redacted]
Orbitz Customer Relations
Final Consumer Response /* (4200, 15, 2015/07/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On 6/12/15, Orbitz stated the following in their response to the initial complaint. "We apologize that this was not immediately refunded, but please know, the refund in the amount of $352.88 has now been processed. Please allow 3 to 5 business days." A refund from Orbitz in the amount of 196.65 was processed on 6/12/15 to my credit card. No further refund has been processed. It is clear from multiple responses that Orbitz is not interested in resolving this complaint. It is pointless and a waste of time to continue to provide responses that do not address the full complaint or provide the refund that was stated by Orbitz. I recommend that this complaint be closed as unresolved. I also recommend that the full transcript of responses are published for others to view on the Revdex.com site.

June 13, 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] T [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from Ms. [redacted] complaint she is unhappy with the changes that were made to her flight reservation.Our records indicate that on March 6, 2016 the customer self-booked two one-way flight reservations using Orbitz.com. The departure flight reservation was operated by [redacted] Airlines, with flights from Richmond, VA to Fort Lauderdale, FL departing on July 9, 2016. The customers return flight was operated by [redacted] Airways, with flights from Fort Lauderdale, FL to Richmond, VA departing on July 16, 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 for the customers departure flights (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 August 17, 2015, [redacted] Airlines notified Orbitz they had customers departure flight times. Subsequently, an email was made to made to Ms. [redacted] advising that [redacted] Airlines made a significant change to the return flight. As the change was related to an airline schedule change, Orbitz is unable to honor the customer’s request for any further 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

March 29, 2017
 
Revdex.com
Complaint Department - Orbitz
 
Re: Orbitz Case #: [redacted]
 
Dear Revdex.com,
 
Thank you for taking the time to contact Orbitz regarding an issue from our customer.  We appreciate the Revdex.com allowing us to address...

the comments and concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Orbitz is responding to the consumer complaint from [redacted] (Revdex.com complaint [redacted]) regarding the customer service issue and refund request. 
 
Our records show on January 29, 2017, Mr. [redacted] self-booked an Orbitz.com flight reservation via booking number [redacted] in the amount of $1,064.09. We understand from Mr. [redacted]’s complaint, he called to change his return flight and after no resolution and poor service given by Orbitz’s customer support, he had to complete the change with the airline directly. The customer is requesting a full refund due to Orbitz’s failed deliver of service.
 
Upon researching the customer’s complaint, we can confirm on March 17, 2017, when Mr. [redacted] brought this matter to our attention, an Orbitz customer service supervisor provided the customer with the available rates and availability for his change request but Mr. [redacted] did not agree with the options provided and requested for the flight ticket to be released in order for him to change it directly with the airline.
 
Further research show, the available options provide to Mr. [redacted] were received from the airline and any change request to a partially flown flight is governed by the airline’s fare rules. Orbitz do not own or operate any airlines, nor do we set any fare rules. Furthermore, Orbitz did not process any charges to Mr. [redacted]’s credit card since this was a reservation paid directly to the airline.
 
Orbitz’s acts only as a third party intermediary for airlines, hotels and cruises and must abide by the availability and fare rules set by that particular vendor. Based on the information provided above, we are unable to honor Mr. [redacted] request for a refund.
 
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

Complaint: [redacted]
I am rejecting this response because:Orbitz online reservation showed that the reservation is displayed as cancel and Orbitz did not want to correct it to show that it was completed. 
Sincerely,
[redacted]

Revdex.com Chicago & N. Illinois Complaint Department   Re: Orbitz Case: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from Mr. [redacted]. In an effort to resolve this matter, Orbitz has consistently remained a liaison between Mr. [redacted] and [redacted] Air. We have advocated on his behalf to obtain the refund that Mr. [redacted] has requested. All information that has been provided by [redacted] Air with regards to Mr. [redacted] refund has been included in our responses to the Revdex.com. 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

Dear Ms. [redacted] Thank you for your follow-up response, and I appreciate the opportunity to address your continued concerns. At Orbitz, we understand the importance of making all of our suppliers’ rules and restrictions available for our customers’ to review, so that an informed decision can be made.  Prior to confirming your reservation, it must be agreed to that the supplier rules and restrictions have been read and agreed too. Ms. [redacted] we certainly regret your continued disappointment in our services, but we show that we did properly display the fare rules for your review prior to confirming the booking.  Please understand that you were charged by the airline directly, and Orbitz does not hold the funds for the ticket reserved.  As a travel agency, Orbitz is required to follow all airline imposed fare rules. Ms. [redacted] we wish that our reply could be more favorable.  We do appreciate your business, and hope that we have a future opportunity to serve you. Sincerely, [redacted] Orbitz Customer Relations Tell us why here...

May 26, 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 Alissa [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from Ms. [redacted] complaint she is requesting a partial refund of her flight reservation. On May 26, 2016, we contacted Ms. [redacted] to acknowledge receipt of the Revdex.com complaint.Our records indicate on April 26, 2016 the customer self-booked a round trip flight reservation using Orbitz.com for one traveler. The flight reservation was operated by [redacted] Airlines, with flights departing on May 6, 2016 from Washington, DC to New York, NY and returning to May 8, 2016Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. As [redacted] was the merchant of record and the company that charged the customer’s credit card, we have to abide by their rules and regulations. Based on the fare rules, the 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.We can confirm on May 4, 2016, Ms. [redacted] contacted Orbitz stating she incorrectly booked her reservation and would like to change her return destination. During the call the agent advised the customer of [redacted] Airlines in regards to changing the ticket. Due to the change fee and difference in fare the agent suggested that a more economical solution would be to purchase a new ticket. The customer thanked the agent then disconnected the call.As an effort to advocate on the customers behalf we contacted [redacted] Airlines on May 26, 2016. Orbitz was advised that due to the customer not utilizing her ticket she still retains credit. Ms. [redacted]‘s flight credit validity states, that travel must commence within one year from the original ticketing date of April 26, 2016. 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

March 18, 2016
Revdex.com Re: 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 hotel reservations. We understand the customer is requesting a refund and replacement of her Orbucks coupon.
Our records indicate on March 3, 2016, the customer booked hotel reservations – itinerary [redacted]. Hotel accommodations were at the [redacted] Inn St. Louis - [redacted], checking in March 3, 2016, for one night.
Upon further research, we were able to confirm that the customer submitted their request to have their Orbitz coupon refunded to their account.
On March 18, 2016, Orbitz processed a refund in the amount of $63.44 back to the customer’s original form of payment. The time it takes for the customer to receive a refund depends on how quickly her c[redacted]it card company processes refunds.
We have provided Ms. [redacted]’s online Orbitz account with a $75.00 Orbucks (Electronic Travel Coupon) valid towards the future purchase of an E-Special Rate hotel reservation, either as a stand-alone hotel or in a vacation package. The coupon will appear in the booking path for their next qualified reservation, and it is valid until one year from the date of this letter. 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

January 27, 2017 Revdex.com Orbitz.com – Dallas and Northeast Texas Complaint Department Re: Orbitz Case [redacted]
Dear Revdex.com, Thank you for taking the time to contact Orbitz.com 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.com is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz.com is responding to the consumer complaint from [redacted] (Revdex.com complaint [redacted]) regarding the customer service issues. Upon researching Ms. [redacted] complaint, we were unable to find the itinerary number the customer mentioned. Further research shows, contact information provided is linked to an account but no itinerary purchases were ever made. As a point of reference we would like to mention to Mr. [redacted] per our Terms of Use provided on our site, ticket price is not guaranteed until purchase is complete. We appreciate the time you took to provide us your feedback as this is an important part of Orbitz.com continuing to improve. Please feel free to contact us if you have any further questions. We thank you for allowing us the opportunity to address the issues that were brought to our attention. Sincerely, [redacted] Tier 3 Customer Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11956964, and find that this resolution is satisfactory to me.   I can't thank you enough for your help in getting us our confirmation that our flights have in fact been booked. 
Sincerely,
Kenneth [redacted]