Orbitz

July 11, 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 contract issues. 
 
Our records show on July 4, 2017, Mr. [redacted] self-booked an Orbitz.com pay later hotel reservation via booking number [redacted] in the amount of $2,150.00. We understand from Mr. [redacted]’s complaint, after booking the reservation it was not accepted by the property. The customer also stated he contacted customer support for assistance but no proper resolution was provided. Mr. [redacted] is requesting for Orbitz to boo another comparable property and cover any difference in price.
 
Upon researching the customer’s complaint, we can confirm on July 4, 2017, when Mr. [redacted] brought this matter to our attention, Orbitz advocated on the customer’s behalf by contacting the property twice. Orbitz was informed; they do not accept reservation a year in advance and that the amount paid in advance by Mr. [redacted] was fully refunded.
 
Orbitz’s acts only as a third party intermediary for airlines, hotels and cruises and must abide by the terms and conditions set by that particular vendor. Orbitz does not own or operate any properties and information regarding a hotel’s availability is received from each vendor which is then posted on our website. At this time since no charges were process by Orbitz and the hotel processed a full refund for the canceled reservation, we are unable to honor Mr. [redacted]’s request for compensation.
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
 
[redacted]
Corporate Customer Service

Complaint: [redacted]
I am rejecting this response because:The hotel manager DID NOT say that I could not get a refund. He said that Orbitz would have to refund me because I had paid through them. He did not offer an "upgraded" room. He very RUDELY said "you have to let me give you a different room." I replied that if the room I had just left was that disgusting, then I was not going to stay in his hotel. I asked him twice if I needed any documentation from him to receive the refund, and he said NO. He said it was in the system and Orbitz would have all they need for my refund. I did SIT on the bed and look for other places to stay. I did used the restroom while I was searching for another hotel. I have been told twice now by Orbitz phone representatives that they would notify they hotel, then call me back within 48 hours with a response to my problem and it is now weeks later and I have never received a call from Orbitz. I booked through Orbitz for another hotel that night less than an hour after I checked in. I have never in my life been so disgusted that I could not imagine staying in a hotel room. I spoke 6 different times to an Orbitz representative over the phone and NOT ONCE did ANY of them say that they would refuse a refund for a room that was so gross I could not stay there. If ALL of this was supposed to be common knowledge, why did so many of the phone representatives fail to mention ANY of this. I should not be getting new information through the Revdex.com after I have called their customer service line so many times. Orbitz and the hotel have colluded to defraud me of my money by changing and embellishing their side of the story as many times as they have to for me to give up. My story has not changed. My problem has not changed. I did not stay in that hotel and I did not cancel because I FELT like it. I left the hotel because it was disgusting and an unsafe for my children to sleep.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Re: Complaint ID #[redacted] Dear Sir or Madam, the respond from Orbitz is not acceptable since I tried twice to contact them with the cancellation on Monday, October 31. The first time they simply hang up on me after listening for my...

request. Second time they took my phone number as they told me that there is a bad connection but never called me back. Moreover when finally I got in touch with one of their representative and was informed that it is already beyond 24 hours so they can cancel the reservation ($222.64 fee) or re-book the tickets with proper date with much smaller fee. I requested to re-book but their representative told me that the cost went sharply up and I need to pay over $3,000 more than originally paid. I verified on another travel site (the [redacted] and the tickets were sold at exactly same price. However the Orbitz representative refused my comments and the price from [redacted] as a reference. Therefor instead of much lower fee for the re-booking I had to cancel and purchase the tickets on the same [redacted] airlines rout for the same amount. If the Orbitz need a proof of the purchase I am gladly going to provide them with it.
Sincerely,
[redacted]

May 16, 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 car rental reservations. We understand the customer is requesting a refund for $43.00 for the Best Price Guarantee. Our records indicate that on April 21, 2016, the customer self-booked flight reservations – itinerary [redacted] – using the self-service tool on the Orbitz website. Travel is on [redacted] Airlines, departing May 19, 2016, from Orlando, Florida to San Francisco, California, returning May 24, 2016, for one passenger. Upon further research, we were able to confirm that on April 28, 2016, Orbitz processed a refund in the amount of $43.00 back to the customer’s original form of payment for the Best Price Guarantee. The amount of time it takes to receive a refund will depend upon how quickly Ms. [redacted]’s credit card company takes to process refunds. We hope that with the information provided, we have addressed all of the customer’s concerns and look forward to assisting them further with their future travel needs. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, [redacted] Tier 3 Customer Service

April 20, 2016 Revdex.comComplaint Department – Orbitz Re: Orbitz Case #: O- 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 Ms. [redacted] complaint she is requesting a refund On April 20, 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 March 6, 2016 the customer self-booked a hotel reservation for two travelers using Orbitz.com. The customer purchased a one night hotel reservation at [redacted] New Orleans Airport, checking in on March 20, 2016, and checking out on March 21, 2016. We are able to confirm that during the booking process the customer is input the check in date as March 20, 2016 and the checkout date as March 21, 2016. An email confirmation of the customers reservation was sent to the email address that was input during booking. The room type and rate selected prior to completion of the reservation was non-refundable. Our records reflect the customer calling Orbitz on March 8, 2016 to obtain a refund for her hotel reservation. Since Orbitz is a third-party intermediary, we had to contact the property manager to request a refund of the reservation. The hotel representative advised our agent that due to Ms. [redacted] not canceling the reservation they are unable to authorize a refund for the reservation.  We sincerely regret that we are unable to offer a more satisfactory response or resolution to the customers 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 Ms. [redacted] with the necessary information related to the hotel purchase before our system asked Ms. [redacted] to complete the reservation online. 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

January 17, 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 car reservation. We understand from Mr. [redacted] complaint he requesting a refund of the $143.00.Our records indicate on December 22, 2016 the customer self-booked a car reservation with Orbitz. The customer reserved a Special Vehicle with [redacted] Rent A Car. The car is due to be picked up on December 24, 2016, in Halifax Nova Scotia and returned to the same location on December 25, 2016.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. As [redacted] Rent A Car was the merchant of record and the company that charged the customer’s credit card, we have to abide by their rules and regulations.On January 17, 2017 Orbitz contacted [redacted] Rent A Car to advocate on Mr. [redacted] behalf. They advised that this matter was resolved on January 6, 2017 when a refund of $143.56 was issued.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

May 2, 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] A [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from Mr. [redacted] complaint he is requesting a refund for a flight reservation. On May 2, 2016, we attempted to contact Mr. [redacted] to acknowledge receipt of the Revdex.com complaint but were but were unable to reach the customer.Our records indicate on February 10, 2016 the customer self-booked a roundtrip flight reservation using Orbitz.com for one traveler. The flight reservation that was purchased was operated by a low cost carrier, [redacted] Air Shuttle. The customer’s flights were scheduled to depart from Copenhagen to Nice departing on April 12, 2016 and returning on April 23, 2016.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. 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.  The customer booked one roundtrip ticket with [redacted] Air Shuttle who was  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.We can confirm Mr. [redacted] contacted us on April 11, 2016, as his flights on [redacted] Air Shuttle were not confirmed. The customer wanted compensation for his flight reservation. We apologize for the inconvenience this may have caused you. Only the airline can made changes to these types of flights. These changes are not related to the type of ticket that the customer bought or the company that the customer bought from. Airlines rarely tell travel agencies why they make a change. In addition,. Orbitz website also advises our customers to confirmed their online itinerary and check the flight status 72 hours before departure, by contacting the airline directly. By contacting the airline, customers are prepared for such changes which are, regretfully, out of the control of Orbitz. Based on the fare rules agreed to at the time of booking, [redacted] Air Shuttle flights stated to take any action on the reservation, the customer had to contact them directly. Orbitz is unable to handle any cancellations or changes for [redacted] Air Shuttle flights. As the tickets are non-refundable, we are unable to provide a refund of the reservation.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

Complaint[redacted]
I am rejecting this response because:Orbitz reneged on our contract.  I DID NOT cancel a reservation; they never fulfilled it.  That's an essential distinction in this case.  They ended up stealing over $100 from me as a result.
Sincerely,
[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 Jabali [redacted] (Revdex.com case number [redacted]) regarding car rental reservations. We understand the customer is requesting a refund in the amount of $108.00 for the car rental insurance portion of their reservations. Our records indicate on December 29, 2015; the customer booked car reservations – itinerary 71537911808 – using the self-service tool on the Orbitz website. Car rental services were with Dollar Rent A Car for pick in San Francisco, California on December 29, 2015, and drop-off on January 9, 2016, for the special car type. Upon further research, on January 13, 2016, Orbitz was able to confirm with Dollar Rent A Car that the customer did not use the Orbitz insurance option and booked liability insurance directly through Dollar Rent A Car.On January 13, 2016, Orbitz processed a refund in the amount of $108.00 back to the customer’s original form of payment. The time it takes for the customer to receive a refund depends on how quickly the customer’s 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,Luisa [redacted]Orbitz Customer RelationsChicago, IL ..

Dear Mr. Alinder, The Revdex.com has shared your recent correspondence pertaining to your hotel no show fee charges.  I have reviewed your reservation history to better understand the nature of your concerns.   You had a reservation at the Fairfield Inn & Suites...

St. Paul Northeast that the dates were booked in error: however, the reservation confirmed was associated with a nonrefundable cancellation policy.  I appreciate the opportunity to review your account and respond to you inquiry. Please know that we do empathize with your situation, and today I have contacted the Fairfield Inn & Suites St. Paul Northwest. The Fairfield Inn & Suites St. Paul Northwest, have authorized a full refund for your stay in the amount of $268.08.  Please allow 3 to 5 days for the refund to process to your account.  Mr. [redacted] thank you for bringing this matter to our attention.  We value your business, and hope you will provide us with a future opportunity to restore your confidence in our products and services. Sincerely, Luisa [redacted] Orbitz Customer Relations Chicago, IL

Complaint: [redacted]
I am rejecting this response because: It is not relevant at all for you to keep mentioning that I "should have been at the airport 3 hours early". I did not sign a contract with Orbitz saying that I HAD to arrive to the airport 3 hours early in order to be treated with respect and not be lied to about my flight. I planned according to my personal situation and experience. If I felt I needed more time to make the scheduled 1:20pm flight, I would have. The taxi was already reserved and we only stayed because once you get to an airport in Mexico you have no way to contact Orbitz. I do professional travel planning for [redacted], so I a am very well versed and trained in time management. Futhermore, I did take the Orbtiz representatives advice and arrived at the airport in time to catch a different [redacted] flight out but when I got to the kiosk they said they had no record that I even talked with Orbtiz that day. This happened in liu of the fact that I specifically asked your representative to leave notes in my file so that airline would know what happened. The airline confirmed that they could not do anything without Orbtizs sign off (which I already knew before leaving the hotel) so we literally could do nothing with Detla without being charged full price. I refused to accept the alternative plans Orbitz provided because they wanted me to pay for everything myself, nothing was being comped and that is not the way you treat a customer when your company is responsible for the mistake. While on the phone with Orbtiz (before my flight had even left) Orbitz still had still not even admitted fault for the incorrect email they sent me. They lied and said they never sent that email at all and could find no record of it. They were taking no responsibility for their mistake. Orbitz told me if I could send them a screenshot of the email they would accept responsibility but once it was sent they only came up with another excuse/lie which was that the word "depart" actually means "check in". This company is a disgrace! Even now, you're trying to come up with excuses for why this isn't your fault when you've blantently lied and sent a false flight reports! I demand proper treatment and full compansasion for the flights I had to pay for out of pocket because the alternative given to me from Orbtizs was to pay $235 each in reservation changes + the $33 fee each for flight changes + the difference in flight fares from the airline + whatever price it would have cost to stay in another hotel overnight. How can you possibly think it's good customer service or even fair to charge a paying customer all of these fees when it was your communication error/lie that caused everything?
Sincerely,
[redacted]

Dear Ms. [redacted], The Revdex.com has shared your recent correspondence pertaining to the airline imposed schedule change that occurred on your flight, and the refund request submitted due to the changes.  I appreciate the opportunity to review your account and respond to your...

concerns. At Orbitz, we certainly understand the frustration that an airline imposed schedule change can cause.  When a change occurs, we make every effort to accommodate our customers to their satisfaction.  However, airlines do have regulations that must be followed when new flights are chosen or refunds requested.  Airline schedule changes are not in the control of Orbitz, and as a travel agency, we must abide by the airlines rules when re-accommodating a customer. Ms. [redacted], please understand that Orbitz does not hold the funds for the tickets reserved.  Your credit card is charged by the airline directly.  We have made the refund request on your behalf as previously advised, but we do have to await the approval from [redacted] Airlines before we can fully process the refund.  Once we have received a response, we will promptly update you. Ms. [redacted], thank you again for the opportunity to address your concerns.  WE appreciate your business, and look forward to serving you in the future. 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.Here is the information that Orbitz requested:Email used to make a reservation: [redacted]@gwu.eduItinerary #[redacted]Thank you,342077967 Itinerary # 1334207796
Sincerely,
[redacted]

July 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 [redacted] (Revdex.com case number [redacted] regarding a flight reservation. We understand from Mr. [redacted] complaint he is requesting a full refund of his package.Our records indicate that on  March 27, 2016 the customer self-booked a package reservation for two travelers. The customer purchased a five night hotel reservation at California Hotel and Casino, checking in on November 20, 2016, and checking out on November 25, 2016. The customers flights were operated by United Airlines, departing from Moline, IL to Las Vegas, NV on November 20, 2016 and returning on November 25, 2016. The customer also purchased a Roundtrip for Hotels Downtown - Shared Shuttle: McCarran International Airport (LAS)..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. American 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.As of June 26, 2016 the customer contacted out customer service department for assistance canceling his package. Our records reflect that the agent was able to cancel and refund the customers hotel reservation and shared shuttle in full. After further review we were able to confirm that the customers flight reservation was not refunded. On July 22, 2016 a full refund of $800.40 was processed to the customers original form of payment. The time it takes the refund to post to the customer’s account depends on the time it takes the customer’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

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

been brought to our attention.  Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Orbitz is responding to the consumer complaint from [redacted] Mendoza (Revdex.com case number [redacted]) regarding hotel reservations. We understand the customer is requesting a refund in the amount of $1,215.66.Our records indicate that on March 14, 2016, the customer booked three hotel reservations – itinerary [redacted]. Hotel accommodations were at the [redacted] Downtown, checking in March 16, 2016, for four nights, for a total amount of $1,215.66.Upon further research, we were able to confirm that on March 21, 2016, the customer contacted Orbitz to request a refund for their booking as the hotel was oversold. On behalf of the customer, Orbitz contacted the hotel directly at that time and were advised they had no availability. On April 7, 2016, Orbitz processed a full refund in the amount of $1,215.66 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 for their bank to process refunds. Despite the customer’s recent experience, we encourage her to continue to use Orbitz for her future travel arrangements. We have credited her online Orbitz account with a $100.00 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 the next qualified reservation, and it is valid until one year from the date of this letter.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, 2015/09/02) */
Dear Ms.[redacted]
The Revdex.com has shared your recent correspondence pertaining to your travel segments being cancelled. On behalf of Orbitz, I apologize for any confusion, and appreciate the opportunity to review your account...

and respond to your concerns.
I have reviewed your reservation history to better understand the nature of your concerns. Upon reviewing your account, our records show the reservation request for travel on November 16, 2015. However, we were unable to confirm your booking and your ticket was not issued. The booking was cancelled and an email notification regarding the flight cancellation information was forwarded to your email on file. I apologize for the inconvenience this may have caused.
Ms.[redacted] we are unable to honor you the fare since it is no longer available, however, as a gesture of our sincerity, Orbitz would like to offer of a $400 future travel voucher on your next prepaid Orbitz.com airline, hotel or vacation package booking. Our voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needs.
Here are the instructions for the future travel voucher:
When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [redacted]@Orbitz.com. Please reference case number XXXXXXX and my letter offering the $400 voucher in your request. Orbitz will then issue a credit to the card used for the new booking. This offer is valid for one year from the date of this letter, until September 2, 2016.
Ms.[redacted] thank you for bringing this matter to our attention. We value your business, and hope you will provide us with a future opportunity to restore your confidence in our products and services.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (2000, 7, 2015/09/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate both the Revdex.com and Orbitz in helping to clarify the cause of my flight cancellation. I accept the $400 credit in good faith of their business.
Thank you,
[redacted]

April 6, 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 their non-refundable flight reservations.
Our records indicate on February 10, 2016, the customer booked flight reservations – itinerary [redacted] – using the self-service tool on the Orbitz website. Travel is on [redacted] Airlines departing April 11, 2016, from Dallas, Texas to Philadelphia, Pennsylvania, for two passengers.
Upon further research, we were able to confirm that the Terms and Conditions the customer agreed to at the time of booking are as follows:
Fare Rules:
Ticket is nonrefundable.
Changes will incur a $200.00 per person change fee plus any increase in airfare.
As the cost of the change fees exceed the amount of the tickets, if the customer cancels their flight reservations, the value of the ticket would be lost. In the event of an extenuating circumstance, the customer may contact the [redacted] Airlines and submit their supporting documentation directly to airlines for further review.
Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers.  Each airline has its own specific set of policies and procedures, as does each ticket purchased or package reserved.  [redacted] Airlines was the operating carrier and merchant of record (the entity that received your funds and the company that charged your credit card). The change fees and increases in airfare are set and collected by the airline.  We hope you understand we must abide by the terms and conditions set forth by travel providers such as [redacted] Airlines.
------ When finalizing a reservation on Orbitz, the user agrees to the specific rules and restrictions provided during the booking session. As set forth in the Orbitz Terms of Use:
SUPPLIER RULES AND RESTRICTIONS
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.
You understand that any violation of any such supplier's rules and restrictions may result in cancellation of your reservation(s), in your being denied access to the applicable travel product or services, in your forfeiting any monies paid for such reservation(s), and/or in our debiting your account for any costs we incur as a result of such violation.
Given the above, we are unable to offer the customer any additional compensation.
We hope that with the information provided, we have addressed all of the customer’s concerns and look forward to assisting them further with their future travel needs.
If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
[redacted]
Tier 3 Customer Service

April 22, 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 compensation for difficulties encountered with her recent flight reservations. Upon further research, we are unable to locate an Orbitz account related to [redacted] complaint. We respectfully request that [redacted] provide us with an email address used to book the reservation and the itinerary number. The requested information will enable us to appropriately address [redacted] concerns. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, [redacted] Tier 3 Customer Service

May 23, 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 Ms. [redacted] complaint she is requesting a refund of the unutilized hotel reservation. On May 23, 2016, we attempted to contact Ms. [redacted] to acknowledge receipt of the Revdex.com complaint but were unable to reach the customer.Our records indicate on May 2, 2016 the customer self-booked a hotel reservation for two travelers using Orbitz.com. The customer purchased a three night hotel reservation at The [redacted], checking in on May 13, 2016, and checking out on May 16, 2016.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Based on the hotel cancelation policy agreed upon when 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. Cancellations or changes made after check-in are subject to a hotel fee equal to 100% of the total amount paid for the reservation.”We are able to confirm that this issue was resolved as of May 4, 2016 when the customer called Orbitz to cancel the hotel reservation. Since Orbitz is a third-party intermediary, we had to contact the property manager to request a refund of the reservation. Upon authorization from the hotel manager our agent was able to cancel and refund the customers reservation during the call.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

Dear Ms. [redacted], The Revdex.com has shared your recent correspondence pertaining to changes to your booking.  I appreciate the opportunity to review your account and respond to your concerns. I have reviewed your reservation history to better understand the nature of your...

concerns.  I found that you contacted Orbitz Customer Service on January 31, to change your travel dates to March 5.  Orbitz Customer Service advised of the airline’s change fee amount of $1265.00, and you agreed to the change fees.  Unfortunately, the agent advised you incorrectly of the fare rules.  At this time, we are unsure how this unfortunate situation occurred.  Furthermore, the tickets that you had purchased did not allow for any changes per [redacted] Airlines fare rules. You are had agreed to these terms during the booking process on our website. As a travel agency, Orbitz does have to follow the airline’s fare rules and restrictions, otherwise we would be fined.  I apologize for any inconvenience this may have caused.  Ms. [redacted], we do see that your tickets can be refunded less the airlines cancel fee. The adult ticket cancel fee is $248.00, for each child’s ticket the cancel fee is $198.00 and no cancel fee applies for the infant’s ticket, for a total of $842.00.  Should you want the tickets refunded, less the fees, please let me know, and I will be happy to assist with your request. As a gesture of our sincerity, Orbitz would like to offer you a $250 USD future travel voucher on your next prepaid Orbitz.com airline, hotel or vacation package booking.  Our voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needs.                                Here are the instructions for the future travel voucher:                               When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [redacted]@Orbitz.com.  Please reference case number 5604391 and my letter offering the $250 voucher in your request.  Orbitz will then issue a credit to the card used for the new booking.  This offer is valid for one year from the date of this letter, until February 3, 2017.  Thank you for the opportunity to review this matter with you.  We appreciate your business and hope to have a future opportunity to serve you again with your travel planning needs. Sincerely, [redacted] Orbitz Customer Relations Chicago, IL