Orbitz

December 31, 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 hotel reservation. We understand from the customers complaint they are requesting a full refund of the canceled reservation. Our records indicate on November 28, 2016 the customer self-booked a hotel reservation for two travelers. The customer purchased a two night hotel reservation at [redacted] Pocono Mountains, PA, checking in on December 21, 2016, and checking out on December 23, 2016.We can confirm that the customer canceled the reservation online using our self-service tools. 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 cancellation and change policy agreed upon by the customer at the time of purchase, “Cancellations or changes made before 4:00 PM local hotel time, Sunday, December 18, 2016 are subject to a hotel fee equal to 30% of the total amount paid for the reservation.”As the customer requested a full refund of the reservation on December 31, 2016 Orbitz reached out to the hotel to advocate on behalf of the customer. After speaking to the front desk agent they advised that due to the customer canceling the reservation within a few minutes of making the reservation they will authorize a full refund of the reservation.We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,[redacted]Tier 3 Customer Service

June 27, 2016Revdex.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 Tiffany [redacted] (Revdex.com case number 11495248) regarding a package reservation. We understand from the customers complaint she is requesting a refund to use her flight credit.Our records indicate on April 4, 2016 the customer called customer service and purchased a package reservation for four travelers. The customer purchased a seven night hotel reservation at ME Cancun - Complete ME All Inclusive, checking in on July 26, 2016, and checking out on August 2, 2016. The customers round trip flights were operated by [redacted] Airlines, departing from Richmond, VA to Cancun on July 26, 2016, and returning on August 2, 2016.On June 7, 2016 the customer called Orbitz in regards to canceling the package reservation after being notified that the hotel is under reconstruction. As Orbitz was unaware of this reconstruction an agent called the hotel to verify the information. Upon speaking to the front desk agent at the hotel we were advised the hotel would be closed due to renovations. As Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines we obtain all of the information directly from the vendors. During the call our agent was able to fully refund the hotel reservation. Also during the call Ms. [redacted] was advised she would retain an airline credit with [redacted] Airlines, in the amount of $451.80 per passenger.We would like to apologize for the inconvenience Ms. [redacted] has experienced, and that our regrets that we are unable to offer Ms. [redacted] a more satisfactory solution to this problem. It is disheartening when our clients feel that we have not met the standards to which we hold our organization and employees, as we attempt to provide the most efficient, quality service available.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 [redacted] Airlines fare rules the customer agreed to at the time of booking, the tickets were non-refundable and non-changeable.As an effort to advocate on the customers behalf Orbitz contacted [redacted] Airlines and was advised that the customer is able to utilize the credit for the unutilized flights for each passenger but due to the circumstances they are not able to waive any change fees that may be associated with using the remaining credit. Unfortunately, Orbitz is not authorized to refund this reservation in full.Since 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 fare rules the customer agreed to at the time of booking, 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. Ms. [redacted] flight credit validity states, that travel must commence within one year from the original ticketing date of April 16, 2015.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 28, 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] L [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from Ms. [redacted] complaint she is requesting a refund for a flight reservation. On April 28, 2016, we attempted to contact Ms. [redacted] to acknowledge receipt of the Revdex.com complaint but were but were unable to reach the customer.Our records indicate on March 22, 2016 the customer self-booked a one-way flight reservation using Orbitz.com for two travelers. The flight reservation was operated by [redacted] Airlines, with flights from Tampa, FL to Boston, MA departing on March 22, 2016.We are able to confirm that during the booking process there was no confirmation page that was displayed to the customer. When Ms. [redacted] proceeded to check the “My Trips” information an error was displayed stating “We're temporarily unable to complete your request. Please try again in a few minutes.” Our records reflect an email being sent to Ms. [redacted] on March 31, 2016, advising that the flights associated with itinerary [redacted] were not booked, therefore not charged.As of April 28, 2016 Orbitz contacted [redacted] Airlines and were advised that the tickets associated with [redacted] were successfully booked. Due to the tickets not being canceled, we are requesting the customer provide the best number to contact them and discuss this matter along with a preferred time between 6am and 2:30pm pacific standard time.We apologize for any inconvenience this lapse in time may have caused you. We would also like to apologize for the customer service issues you experienced in trying to receive assistance with you flight reservation and its associated charges. We would like you 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 your thoughtful comments, and we're sorry we disappointed you. We rely on customers like you 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

Dear
Joseph,
","serif">The Revdex.com has shared your recent correspondence
with Orbitz so that we may assist you furtherIt is my understanding that
schedule changes were made to your
flights, and Orbitz failed to notify you of the changeI appreciate the
opportunity to review your account, and respond to your concernsOn behalf of
Orbitz, I sincerely apologize for the disappointing experience, and the
inconvenience this has caused
After
reviewing your account, I do show a reservation for travel on December 25,
with a return flight that was scheduled on January 2, As an online travel
agency, we do everything, we can to work as an advocate for our customers and
make sure that they are suitably re-accommodated whenever an airline schedule
change disrupts their travel plansHowever, the options we offer; are what is
offered to us by the airline
We are
able to verify from our schedule change logs; that notifications were sent out
to the email address on the account, [email protected] on the dates and
times listed below:
1st
notice - October at 3:AM
2nd
notice - December at 2:PM
3rd
notice - December at 2:PM
Also, we
did contact American Airlines on your behalf to see what alternate flights were
available, and those options were given to you
Joseph,
we do regret your disappointment in our services, but we do show all proper
steps of notifying you of your change were taken
I also
show you were already issued a $USD future travel voucher which was redeemed
Joseph,
I wish our response could have been more favorableWe appreciate your
business, and we hope to have an opportunity to serve you in the future with
your travel planning needs
Sincerely,
Jeanna
[redacted]
Orbitz
Customer Relations
Chicago,
IL

Complaint: [redacted]
I am rejecting this response because: I have sat on the phone with Orbitz and spoken to a supervisor for over an hour.  The supervisor told me the number O-151090 does not come up in their system.  They then put me on hold AGAIN to transfer me to corporate.  which I sat for longer and no one ever came to the phone!  this is the WORST customer service IVE ever experienced!I WANT A REFUND!
Sincerely,
[redacted]

Dear Mr. [redacted], The Revdex.com has shared your recent correspondence pertaining to your request to change Orbitz record locator [redacted], and the operating carrier of [redacted] not providing your First Class Seating as reserved.  On behalf of Orbitz, I apologize for your...

disappointing experience, and appreciate the opportunity to review your account and respond to your concerns. Upon reviewing your account, I so show that we contacted [redacted] on your behalf regarding your date change request; however, due to their status with [redacted], we were no longer able to initiate any charges on their behalf.  It was advised that any changes would have to be processed at the airport directly for direct payment for the change. We certainly understand your concerns; however, as a travel agency, Orbitz does not hold the funds for the airline ticket reserved.  You were charged by [redacted] directly, and we are not authorized to transfer those funds from one airline to another.  Mr. [redacted], if you were unable to complete your exchange request at the airport directly, it would be necessary to dispute the charge via your credit card company due to the airlines current situation.  As a gesture of our sincerity for this disappointing experience, Orbitz would like to offer you a $100.00 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 [email protected].  Please reference case number [redacted] and my letter offering the $100.00 voucher in your request.  Orbitz will then issue a credit to the card used for the new booking.  This offer is valid until February 11, 2017.  Mr. [redacted], we appreciate your business and we hope you will provide us with a future opportunity to serve your with your travel planning needs. Sincerely, [redacted] Orbitz Customer Relations

Dear Ms. [redacted], The Revdex.com has shared with us your correspondence regarding your recent experience with Orbitz. It is my understanding that you attempted to book a flight on website, which was not confirmed, but you still appear to have charges on your credit card. I appreciate...

the opportunity to review your account and respond to you.   On behalf of Orbitz, I apologize for any frustration this has caused you.   Upon further research, we are unable to locate an Orbitz account related to your complaint. We respectfully request that you provide us with an email address used to book the reservation and the itinerary number. Additionally, we request you send a copy of your credit card statement reflecting the charges in question. You can mark out any information that is not pertinent to this issue and this information can be attached to this case for review.   I look forward to hearing back from you.   Sincerely,   [redacted] Orbitz Customer Relations Chicago, IL

March 18, 2016 Revdex.com Complaint 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 flight reservation. We understand from Mr. [redacted]’s complaint he requesting to not sustain a charge when changing the reservation. On March 18, 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 9, 2016, the customer self-booked a flight reservation on Orbitz.com. The flight reservation was operated by [redacted] Airlines, with flights departing from Chicago, IL to Phoenix, AZ on March 16, 2016, and returning on March 18, 2016. We can confirm on March 11, 2016 the customer utilized his self-service tools on Orbitz.com to cancel the flight reservation. 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 American Airlines 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 customer agreed to at the time of booking, 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. Mr. [redacted]’s flight credit validity states, that travel must commence within one year from the original ticketing date of March 9, 2016. After fully reviewing the customer’s account we are unable to verify that a call was made into Orbitz within the 24 hour courtesy cancellation window. Due to this Orbitz is unable to waive any change penalty fees or differences in fare that the customer will be charged when changing the reservation. We sincerely regret that we are unable to offer a more satisfactory response or resolution to your 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. If the customer is able to provide any further documentation supporting a call was made into Orbitz within the 24 hour courtesy cancellation window, please resubmit for further review. 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 8, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O-[redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought...

to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from Mr. [redacted] complaint he is unhappy with the customer service received while attempting to utilize his airline credit. On April 8, 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 that on March 1, 2016, the customer self-booked a one way flight reservation on Orbitz. The flight reservation was operated by [redacted], with flights departing from Ontario to British Columbia on April 1, 2016.As an effort to advocate on your behalf we contacted [redacted]. They explained that Mr. [redacted] is able to call them directly to utilize his credit for the canceled flight reservation. They also advised that the customer will be charged a $75 change penalty fee when utuluzing the credit. For Mr. [redacted] to be able to utilize the credit he must call and provide ticket number [redacted]. As of March 22, 2016 the customer called Orbitz to cancel his flight reservation. We are able to able to verify that the customer has contacted Orbitz multiple times attempting to utilize his credit for a new flight. We are able to confirm that when Mr. [redacted] canceled his flight he was told that he would be charged a $57.47 fee along with any difference in air fare. Due to a system issue the agents were unable to utilize the credit towards a new flight. Since Mr. [redacted] was provided incorrect information by our agents in regards to the change penalty fee, if the customer chooses to call Orbitz to book his new flight reservation with his remaining credit we will honor the change penalty fee as being $57.47. To assist the Orbitz agent that is booking your flight reservation please provide case number 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

November 15, 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 Perrye [redacted] (Revdex.com case number [redacted] regarding a flight reservation. We understand from Mr. [redacted] complaint he is requesting credit for a future flight.Upon further research, we are unable to locate an Orbitz.com itinerary related to Mr. [redacted] complaint. We respectfully request that Mr. [redacted] provide us with an email address used to book the reservation and the itinerary number. Furthermore we understand that customer was advised of the credit via email. To further verify the credit we ask Mr. [redacted] attached a screenshot of the email when responding. The requested information will enable us to appropriately address Mr. [redacted] concerns.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 a refund request in the amount of $1000.00 for incidentals.  I appreciate the opportunity to review your account and respond to your concerns.I found that tickets were booked on November 9, 2015 on...

Orbitz’s website. On January 11, Orbitz Customer Service was contacted, and changes were made to the booking, and new tickets were issued. On March 30, when you checked in for your flight, you were advised that your return flight was canceled. Furthermore, you pur[redacted]d new tickets for your return flight on [redacted] Airline, because your original flight was sold out. I apologize for any inconvenience this may have caused. Upon further review, we found that your return flight was canceled in error. At this time, we are unsure how this unfortunate situation occurred. We acknowledge that we canceled your return flight in error, and we sincerely apologize for not meeting the high standards we have set.Ms. [redacted], we refunded the new tickets that were pur[redacted]d with [redacted] Airlines, in the amount of $1390.00.  Furthermore, you were issued a voucher in the amount of $250.00 that was surrendered on May 12, 2016 per your request.  However, this is all the compensation which we will offer. We appreciate your business, and we hope to have an opportunity to serve you in the future.Sincerely,[redacted]Orbitz Customer RelationsChicago, IL

September 12, 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 Mr. [redacted] did not accept our response and/or resolution offered.Per the customers complaint, he is requesting a refund of the difference in price and for us to honor the lower price for the ticket. As previously advised we are unable to alter any prices that have changed within the system due to the airlines availability. The inventory is updated regularly as purchases are made and prices change. These updates are directly linked to the vendors availability. Due to this we are unable to change or honor the lower price for the ticket.We understand that lower rates may be located due to vendors changing their rates. Due to this we offer the Best Price Guarantee program. If a lower rate is found for a standalone flight, car or cruise on Orbitz.com or on another U.S. based website within 24 hours of booking with Orbitz.com, we will credit or refund the difference in price. As the price was not located within 24 hours of booking we are unable to refund the difference in the tickets price.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]Corporate Customer Service

June 22, 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.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 a recent hotel reservation.As previously advised, based on the cancellation and change policy agreed upon by Ms. [redacted] at the time of purchase, “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.” Due to this, the assisting agent was required to call the hotel and receive authorization to change the reservation. On June 12, 2017 the hotel supervisor advised the agent that the room that the customers reserved was not available for the times that she wanted to change the reservation to therefore she would need to pay to upgrade the reservation. We understand the Ms. [redacted] claims that the rooms were available online, at this time we are unable to verify that information.Our website is an input based system. We allow customers to book reservations for the day of as we are unaware of the customers’ needs for the reservation. As this was not an Orbitz booking error we are unable to offer any compensation for this reservation.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

Dear Ms. [redacted], The Revdex.com has shared your recent correspondence pertaining to your request to have the taxes refunded on your airline tickets under Orbitz locator [redacted]. I appreciate the opportunity to review your account and respond to your concerns. Upon reviewing...

your reservation, I do show that Orbitz locator [redacted] was reserved via our online service on March 22, 2015 for the travel dates of June 24, 2015 through July 7, 2015 on [redacted] Atlantic Airlines.  Due to a medical emergency, I do see the booking was canceled on May 29, 2015.  As travel insurance was not reserved and the tickets being nonrefundable, the booking was properly canceled for future use. However, once the medical documentation was received, a refund exception was forwarded to [redacted] Atlantic. On June 25, 2015, we did receive a response from [redacted] Atlantic denying the refund request.  We forwarded the request to [redacted] Atlantic a second time on your behalf; however, another denial letter was received on August 7, 2015.  On August 11, 2015, we responded to your email, and advised [redacted] Atlantic had denied your refund request.  In the notification, it was explained that the remaining nonrefundable ticket value could be used for future travel, or you could request a refund of the taxes.  The approximate tax refund would be $259.00 out of the $1585.40 ticket reserved for each traveler. The traveler would have to choose whether to utilize the ticket value for future use with the applicable penalty fees, or accept the refund of the taxes. On October 10, 2015, we did receive a response from Mr. [redacted].  Mr. [redacted] was asking what the remaining ticket value would be, and if there would be any rebooking or additional fees when utilizing the ticket.  We responded to your questions on October 13, 2015 that it would be necessary to contact us directly, and our phone number was provided.  Ms. [redacted], unfortunately, we do not show that we were contacted any further until April 29, 2016, and the ticket had already expired.  A refund of the taxes was not processed previously as we were not advised of the decision you had made regarding your tickets.  We would not process the refund without the customers’ permission.  Airline tickets only have a one-year validity, and since your tickets were issued on March 22, 2015, we no longer have access to the ticket. As we no longer have the ability to process a refund of the taxes, we have forwarded your request to [redacted] Atlantic directly.  Unfortunately, due to the age of the booking, we cannot guarantee that your request will be granted. Ms. [redacted], we certainly regret your disappointment in our services, but our records show that there were questions on possibly utilizing your tickets for future travel, and that a refund request of the taxes was not previously received.  As soon as we receive a response from [redacted] Atlantic, we will promptly update you. Thank you, [redacted] Orbitz Customer Relations

March 31, 2018 Revdex.com Chicago and Norther Illinois Complaint DepartmentRE: Orbitz Case [redacted]Dear Revdex.com, Thank you for taking the time to contact Orbitz regarding an issue from our customer.  We appreciate the Revdex.com allowing us to address the...

comments and concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] [redacted] (Revdex.com case number [redacted]) regarding a hotel. We understand [redacted] [redacted] is expecting a refund.Our records show on March 8, 2018 [redacted], or a person authorized for his account, booked a Room, 2 Queen Beds, Non Smoking, Refrigerator & Microwave (Balcony) - The Long Weekender for three nights, for two adults and two children, checking in on March 9, 2018, with the [redacted] and [redacted] Roanoke Downtown for $479.67.Our customer contacted us on March 13, 2018 requesting a partial refund, advising he stayed in the wrong room type for all three nights of the reservation. We contacted the hotel to discuss the matter. The hotel advised the room type provided was the one that was booked. We found that the hotel may have included a picture in their content on our website for the room type booked, that is not representative of that type of room. We regret that our customer’s experience may have been affected by the incorrect picture being provided. We have refunded the reservation in the amount of $270.00 as requested by [redacted], and are reaching out to the hotel to assist them if needed. The refund timeframe varies based on the processing time of the credit card company. We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,[redacted]Corporate Customer Service

Dear Ms. [redacted]Upon reviewing your reservation history, I see that you made
reservations on our website on November 3, 2015.  During the booking process, we display
banners on each screen noting the courtesy cancellation policy, which states
that bookings can be cancelled before 10p CST...

the following day.  On November 4, you cancelled your booking
after 10p CST and the reservation could not be refunded because you had missed
the deadline.  I apologize for any
inconvenience this may have caused.  On November 9, you contacted Orbitz Customer Service
regarding your cancelled booking and were told that in order to reuse the
ticket, there are penalty fees associated with the making changes.  You go on your credit was not applied to your
new booking.  Please understand when you
have a cancelled ticket, you need to contact Orbitz Customer Service to apply
the credit to the new booking, with $200.00 airline change fee, Orbitz $30.00
service fee and plus any fare difference. 
The fare rules are given and must be agreed to prior to booking your
reservation, and as a travel agency, we are required to follow these rules as
well.  Nonrefundable tickets cannot be
refunded. Nevertheless, we do empathize with your situation, and we
are happy to waive our $30.00 service fee normally charged for ticket
exchanges, and I have documented your reservation accordingly. However, we are
required to collect the $200.00 airline change fee plus fare difference, if
applicable, at the time of the exchange. Ms. [redacted] while I understand your disappointment; our
records show that the proper information was provided to you.   We wish our reply could be more
favorable.  Please be assured that Orbitz
values your business, and we hope to have a future opportunity to serve you.Sincerely,Luisa [redacted]Orbitz  Customer
RelationsChicago, IL

Complaint: [redacted]
I am rejecting this response because: they owe me a refund. 
Sincerely,
[redacted]

April 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] (Revdex.com case number [redacted]) regarding a his rewards activity. We understand from Mr. [redacted] complaint he is requesting additional Orbucks to be added to his account and a $50 voucher. On April 13, 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 that on March 11, 2016, the customer booked a hotel reservation with an Orbitz agent. The customer purchased a one night hotel reservation at [redacted] Resort for two travelers, checking in on April 29, 2016, and checking out on April 30, 2016. The customer redeemed 59.90 Orbucks. The customers Orbucks were broken into three different amounts 27.90, 22.67, 9.33.After reviewing the customer’s account we are able to verify that on March 14, 2016 Mr. [redacted] went on Orbitz and utilized our self-service tools to cancel the one night hotel reservation. Our records reflect that 27.90, 22.67, and 9.33 Orbucks were refunded to the customer’s account that day along with a refund of $276.84.In regards to the customers $50 voucher, our records reflect a call into our customer service on April 8, 2016 to confirm the status of the rewards points in Mr. [redacted] account. Due to the confusion and frustration that the customer sustained our agent replaced the customers $50 voucher with a $100 voucher. Due to this Orbitz will not offer any further compensation in regards to this matter.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

July 16, 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]he was not able to book a recent flight reservation but sustained charges.Upon further research, we are unable to locate an Orbitz.com account related to Ms. [redacted] complaint. We respectfully request that Ms. [redacted] provide us with an email address used to book the reservation and the itinerary number. If the customer is unable to provide this information we request Ms. [redacted] submit a copy of the credit card statement documenting the charge sustained for the airline tickets. We ask she omit any personal information from the document, for security purposes. The requested information will enable us to appropriately address the customers concerns regarding a refund. The customer may submit the information through the complaint submission on the Revdex.com.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]

Initial Business Response /* (1000, 5, 2015/07/08) */
Dear [redacted]
The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you further. It is my understanding you are upset because the Best Price Guarantee claim you filed was denied. I appreciate the...

opportunity to review your claim, and respond to your concerns.
After reviewing your account, I show an exception was made the claim was approved. If the reservation is not canceled; 7 to 10 business days after travel is completed; we will add to your account 96.10 for the rate difference, and the 100 for being a Silver member.
[redacted] thank you for allowing me to review this situation with you. We appreciate your business, and we hope to have an opportunity to serve you in the future with your travel needs.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (2000, 7, 2015/07/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Consumer Response /* (3000, 13, 2015/08/31) */
I have submitted complaint regarding Orbitz Price match policy.
The vendor said that they will refund my money however they didn't do it.
I am unable to access my complaint can you please looked it up.

Complaint # XXXXXXXX

Thank you,
[redacted]
Final Business Response /* (4000, 15, 2015/09/03) */
Dear [redacted]
Thank you for the quick response. Your claim was approved, and we do offer Orbucks and not a refund. Please know I have manually added $96.10 for the rate difference, and $100 for being a Silver member.
You have a current balance of $218.65, and these are available for you to use toward a prepaid qualifying hotel booking.
[redacted] please review your "Orbucks Activity" and let me know if you have any questions. We appreciate your business, and we hope to have an opportunity to serve you in the future.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL