Orbitz

May 11, 2018 Revdex.com Chicago and Norther Illinois Complaint DepartmentRE: Orbitz Case [redacted]Dear Revdex.com, Thank you for contacting Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which...

have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a car. We understand [redacted] is requesting a refund. Our records show on April 22, 2018 [redacted], or a person authorized for their account, reserved a prepaid midsize SUV with Right Cars for five days with pick up on April 23, 2018 for $107.13.We received a call from our customer on the day of pick up advising that the rental car company was not willing to accept the insurance information or documents provided as proof of coverage and was requiring the purchase of their own coverage. Our customer advised the car was not taken and a refund was requested. We were able to verify with Right Cars that the reservation was not used, and a full refund was provided on April 24, 2018.It’s not unusual for car rental vendors to require proof of insurance for coverages that are required by localities to drive a vehicle; and, in some cases car rental companies may require collision coverage as well. Having proper insurance coverage and correct documents is always the responsibility of the driver and can vary slightly from one car vendor to another. In all cases we recommend contacting the rental car company to verify coverages and documents that are required. We understand from our notes this rental car experience may not have met the standard of service our customer has come to expect from Orbitz. We have provided a coupon as a gesture of goodwill, which is good for up to $50.00 of the base rate of a prepaid hotel or hotel package purchased in the account within the next 12 months.  We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,[redacted]Corporate Customer Service

January 06, 2017 Revdex.com Orbitz – Alaska, Oregon & Western Washington Complaint Department Re: Orbitz Case #[redacted] Dear Revdex.com, Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address...

the comments and concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com complaint [redacted] regarding a refund request for a flight reservation. Our records show on April 08, 2016, Ms. [redacted] self-booked an Orbitz.com airline reservation via booking number [redacted], with a trip start date of January 14th, 2017. We understand from Ms. [redacted] complaint, she was advised a refund would be completed in the amount of $207.25 due to the insurance component she added to the package. Ms. [redacted] is requesting a refund of $207.25 and a second amount of $69.30 for the difference between the new and old ticket. On December 22nd, 2016 Orbitz processed a refund of $207.25USD. This has been documented on the customer’s Orbitz account. Orbitz is unable to provide a refund of the difference in fare for $69.30USD as the price is provided to us directly by the airline and Orbitz does not keep the amount charged for the difference in fare. The full amount paid for the difference in fare is provided to the airline. As a courtesy, Orbitz has provided a $25 future travel coupon for Ms. [redacted]. The coupon is available for use under her Orbitz account which is linked with the email. Orbitz’s goal is to provide an exceptional customer experience. We do regret any inconvenience Ms. [redacted] has encountered in resolving this matter. As a refund has been given to and the issue has been resolved to Mr. [redacted] desired outcome, Orbitz considers this matter closed. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, [redacted] Tier 3 Customer Service

April 6, 2017Revdex.comComplaint Department – OrbitzRe: Orbitz Case #[redacted]Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret to hear Ms. [redacted] did not accept our response and/or resolution offered.After further researching the customer’s account we are unable to change the status of the itinerary. It is disheartening when our clients feel that we have not met the standards to which we hold our organization as we attempt to provide the most efficient, quality service available. We would like to apologize for the inconvenience you have experienced, and our regrets that we are unable to offer you a more satisfactory solution to this problem. As previously advised, we suggest that Ms. [redacted] reach out to All [redacted] Airways’ 24 hour customer service and request a boarding certificate to be mailed to her. Please use the information below to contact All [redacted] Airways.Customer Service Number: [redacted]Ticket Number: [redacted]
We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,[redacted]Tier 3 Customer Service

October 9, 2017
 
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
 
Re: [redacted] Case #[redacted]
Dear Revdex.com,
 
Thank you for taking the time to contact [redacted] Inc. regarding an issue from our customer.  We...

appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.  [redacted], Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
[redacted], Inc. is responding to the consumer complaint from Mrs. [redacted] (Revdex.com case number [redacted]) regarding a refund request.
 
Our records reflect on April 1, 2017 you accessed Orbitz.com and self-booked itinerary # [redacted] for a Hotel Collect reservation at the [redacted] Downtown Hotel to check in October 6, 2017 and checkout October 8, 2017.  Although we see the reservation was processed to the hotel, they reported not having recorded the reservation. 
 
We regret the inconvenience this matter caused and if you would provide your receipt (or tie itinerary number if you rebooked through Orbitz) so that we can validate the cost of the hotel you stayed at, we will provide a credit for the additional cost you incurred, due to the reservation not being honored by the hotel.  Please provide the new hotel information through the Revdex.com rebuttal process.
 
Once we receive the requested information, we will provide the credit and send confirmation by response to your rebuttal. 
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
 
[redacted]
Tier 3 Corporate Customer Service

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

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

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

July 11, 2017 Revdex.com Chicago, Illinois   Complaint Department Re: Orbitz Case #: [redacted]   Dear Revdex.com,     Thank you for taking the time to contact Orbitz regarding an issue from our customer.  We appreciate the Revdex.com allowing us to address...

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

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

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

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

April 20, 2016 Revdex.comComplaint Department – Orbitz Re: Orbitz Case #: O-[redacted] Dear Revdex.com, Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns...

which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.  Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a hotel reservation. We understand from the customer complaint that they are requesting a refund of all the foreign transaction fees associated with the recent bookings. Our records indicate that the customer made a total of nine hotel reservations at different properties between the dates of March 10, 2016 and March 12, 2016. All of the hotel reservations were canceled between the dates of March 11, 2016 through March 14, 2016. When the reservations were canceled they were all refunded according the separate hotel cancelation policies. In regards to the foreign transaction fees these are charged by the customers banking institution. If the customer is requesting a refund of any of these fees we suggest the customer contact his banking institution for further reimbursement. We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, [redacted]Tier 3 Customer Service

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

Complaint: [redacted]
I am rejecting this response because: 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]

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

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]

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

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

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]

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

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

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.