Orbitz

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]

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]