Orbitz

Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.  Orbitz is disheartened the customer felt their concerns were...

not resolved adequately by our company prior to seeking further actions from you.Orbitz is responding to the consumer complaint from Jabali [redacted] (Revdex.com case number [redacted]) regarding car rental reservations. We understand the customer is requesting a refund in the amount of $108.00 for the car rental insurance portion of their reservations. Our records indicate on December 29, 2015; the customer booked car reservations – itinerary 71537911808 – using the self-service tool on the Orbitz website. Car rental services were with Dollar Rent A Car for pick in San Francisco, California on December 29, 2015, and drop-off on January 9, 2016, for the special car type. Upon further research, on January 13, 2016, Orbitz was able to confirm with Dollar Rent A Car that the customer did not use the Orbitz insurance option and booked liability insurance directly through Dollar Rent A Car.On January 13, 2016, Orbitz processed a refund in the amount of $108.00 back to the customer’s original form of payment. The time it takes for the customer to receive a refund depends on how quickly the customer’s credit card company processes refunds. We hope that with the information provided, we have addressed all of the customer’s concerns and look forward to assisting them further with their future travel needs.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Luisa [redacted]Orbitz Customer RelationsChicago, IL ..

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]

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

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]

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

May 23, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O-[redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought...

to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a hotel reservation. We understand from Ms. [redacted] complaint she is requesting a refund of the unutilized hotel reservation. On May 23, 2016, we attempted to contact Ms. [redacted] to acknowledge receipt of the Revdex.com complaint but were unable to reach the customer.Our records indicate on May 2, 2016 the customer self-booked a hotel reservation for two travelers using Orbitz.com. The customer purchased a three night hotel reservation at The [redacted], checking in on May 13, 2016, and checking out on May 16, 2016.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Based on the hotel cancelation policy agreed upon when booking the reservation, “The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded. Cancellations or changes made after check-in are subject to a hotel fee equal to 100% of the total amount paid for the reservation.”We are able to confirm that this issue was resolved as of May 4, 2016 when the customer called Orbitz to cancel the hotel reservation. Since Orbitz is a third-party intermediary, we had to contact the property manager to request a refund of the reservation. Upon authorization from the hotel manager our agent was able to cancel and refund the customers reservation during the call.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

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

been brought to our attention.  Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Orbitz is responding to the consumer complaint from [redacted] Mendoza (Revdex.com case number [redacted]) regarding hotel reservations. We understand the customer is requesting a refund in the amount of $1,215.66.Our records indicate that on March 14, 2016, the customer booked three hotel reservations – itinerary [redacted]. Hotel accommodations were at the [redacted] Downtown, checking in March 16, 2016, for four nights, for a total amount of $1,215.66.Upon further research, we were able to confirm that on March 21, 2016, the customer contacted Orbitz to request a refund for their booking as the hotel was oversold. On behalf of the customer, Orbitz contacted the hotel directly at that time and were advised they had no availability. On April 7, 2016, Orbitz processed a full refund in the amount of $1,215.66 back to the customer’s original form of payment. The amount of time it takes for the customer to receive a refund depends on the length of time it takes for their bank to process refunds. Despite the customer’s recent experience, we encourage her to continue to use Orbitz for her future travel arrangements. We have credited her online Orbitz account with a $100.00 Electronic Travel Coupon valid towards the future purchase of an E-Special Rate hotel reservation, either as a stand-alone hotel or in a vacation package. The coupon will appear in the booking path for the next qualified reservation, and it is valid until one year from the date of this letter.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted]Tier 3 Customer Service

Initial Business Response /* (1000, 5, 2015/09/02) */
Dear Ms.[redacted]
The Revdex.com has shared your recent correspondence pertaining to your travel segments being cancelled. On behalf of Orbitz, I apologize for any confusion, and appreciate the opportunity to review your account...

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

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

have been brought to our attention.  Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding flight reservations. We understand the customer is requesting compensation for difficulties encountered with her recent flight reservations. Upon further research, we are unable to locate an Orbitz account related to [redacted] complaint. We respectfully request that [redacted] provide us with an email address used to book the reservation and the itinerary number. The requested information will enable us to appropriately address [redacted] concerns. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, [redacted] Tier 3 Customer Service

April 6, 2016
Revdex.com
Complaint Department – Orbitz.com
Re: Orbitz Case #: O-[redacted]
Dear Revdex.com,
Thank you for taking the time to contact Orbitz regarding an issue from our customer.  We appreciate the Revdex.com allowing us to address the comments and concerns...

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

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

to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding a flight reservation. We understand from Mr. [redacted] complaint he is requesting a full refund of his package.Our records indicate that on  March 27, 2016 the customer self-booked a package reservation for two travelers. The customer purchased a five night hotel reservation at California Hotel and Casino, checking in on November 20, 2016, and checking out on November 25, 2016. The customers flights were operated by United Airlines, departing from Moline, IL to Las Vegas, NV on November 20, 2016 and returning on November 25, 2016. The customer also purchased a Roundtrip for Hotels Downtown - Shared Shuttle: McCarran International Airport (LAS)..From time to time and for a variety of reasons, airlines issue schedule changes.  We understand that these changes can be inconvenient, time consuming and not customer friendly. However, Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. American Airlines was the operating carrier and merchant of record for the customers departure flights (the entity that received the funds and the company that charged the credit card) on this itinerary. Orbitz has no control over when, or how often, airline initiated schedule changes occur. Orbitz cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies.As of June 26, 2016 the customer contacted out customer service department for assistance canceling his package. Our records reflect that the agent was able to cancel and refund the customers hotel reservation and shared shuttle in full. After further review we were able to confirm that the customers flight reservation was not refunded. On July 22, 2016 a full refund of $800.40 was processed to the customers original form of payment. The time it takes the refund to post to the customer’s account depends on the time it takes the customer’s credit card company to process refunds.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

Initial Business Response /* (1000, 5, 2015/08/07) */
Dear Ms.[redacted]
The Revdex.com has shared your recent correspondence pertaining to the denied voucher redemption. I appreciate the opportunity to review your account and respond to your concerns.
From your complaint, a travel...

voucher was issued on December 17, 2014 in the amount of $200, which is valid until December 17, 2015. Upon contacting customer service to redeem the voucher in conjunction with a booking, the voucher redemption was denied. You are asking Orbitz to honor the voucher against the booking. Furthermore; your perception of Orbitz has become discontented due to the service you have received.
Ms.[redacted] I do understand your concern in this regard; travel can be a hectic experience, and Orbitz does try to meet the expectations of our customers with knowledgeable and comprehensible staff.
According to my research, the voucher issued on the above date has a reference number of XXXXXXX. If you can provide the Orbitz Record Locator for the new booking, I can surrender the voucher.
If you have any additional concerns, please do not hesitate to ask.
We take our customers' comments very seriously, and I thank you for your honest feedback.
Ms.[redacted] we apologize for any misunderstanding this might have caused. Orbitz hopes to have a future opportunity to serve you with your travel planning needs.
Sincerely,
[redacted]
Orbitz Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please apply my Orbitz voucher towards PBORB-XXX-XXX-XXXX. The amount is 50.62usd. This is in reference to XXXXXXX. Let me know once done so I could coordinate with PayPal.
Final Business Response /* (4000, 9, 2015/08/11) */
Dear Ms.[redacted]
Thank you for your reply.
Per your request, Orbitz has surrendered the amount of $50.62 of the original $200 voucher issued on December 17, 2014 in conjunction with the Orbitz Record Locator, PBORBXXXXXXXXXX.
This was processed today, August 11, 2015 via PayPal. Please be advised, PayPal does have a stipulation of a 7 to 10 business day timeframe for processing the credit. This is due to the third-party payment system and not Orbitz.
The amount of $91.90 remains of the original voucher; this will expire on December 17, 2015. Please refer to the original case number XXXXXXX in future correspondences.
If you have any additional concerns, please do not hesitate to ask.
Ms.[redacted] thank you again for allowing me to assist you with your query; Orbitz does appreciate your business, and we hope to assist you in the future.
Sincerely,
[redacted]
Orbitz Customer Relations

June 10, 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 hotel reservations. We understand the customer is requesting that Orbitz honor his Best Price Guarantee submission for the amount of $65.15.Our records indicate that on April 28, 2016, the customer booked hotel reservations – itinerary [redacted] – using the self-service tool on the Orbitz website. Hotel accommodations were at The [redacted] Resort, Hotel and Casino, checking in May 27, 2016, for two nights. Upon further research, we were able to confirm on May 22, 2016, the customer submitted a Best Price Guarantee online. On May 25, 2016, Orbitz processed a refund in the amount of $65.15 for the Best Price Guarantee back to the customer’s original form of payment. The amount of time it takes to receive a refund depends upon how quickly his credit card company processes refunds.We hope that with the information provided, we have addressed all of the customer’s concerns and look forward to assisting them further with their future travel needs.If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,  [redacted]Tier 3 Customer Service

May 19, 2016Revdex.comComplaint Department – OrbitzDear 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 their reservations. As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate reply. At this time, we respectfully request additional time from the Revdex.com as further research is needed for this case. We will submit our final reply via the Revdex.com's website.Again, 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.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

Initial Business Response /* (1000, 5, 2015/06/18) */
Mr. [redacted],
The Revdex.com has shared your recent correspondence pertaining to your original seating assignments no longer showing confirmed. On behalf of Orbitz, I apologize for any confusion, and appreciate the opportunity to...

review your account and respond to your concerns.
I certainly apologize for the information provided by [redacted] and that the reasoning for your seating assignment change was not properly explained when contacting Orbitz or the airline. Please know that Orbitz does not access an account to change seating assignments unless it is specifically requested.
Mr. [redacted], your seating assignments were changed due to the airline imposed schedule changes that occurred on your flights back in March. When the airline changes a flight schedule, the new flight segment will be added to the record for confirmation, but your original seating assignment is not carried over with the change. Seating assignments will be based on what is available on the new flight being offered when the change occurs.
Mr. [redacted], we certainly regret your disappointment; however, this is not something that is in the control of Orbitz. I am not able to cover the costs to upgrade your seating assignments; however, as a gesture of our sincerity, Orbitz would like to offer you a $75 USD future travel voucher on your next prepaid Orbitz.com airline, hotel or vacation package booking. Our voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needs.

Here are the instructions for the future travel voucher:

When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [redacted]@Orbitz.com. Please reference case number XXXXXXX and my letter offering the $75 voucher in your request. Orbitz will then issue a credit to the card used for the new booking. This offer is valid until June 18, 2016.
Mr. [redacted], thank you again for the opportunity to address your concerns. We appreciate your business, and we hope you will provide us with a future opportunity to serve you with your travel planning needs.
Sincerely,
[redacted]
Orbitz Customer Relations

May 2, 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 best price guarantee refund request. 
 
Our records show on June 29, 2016, Ms. [redacted] self-booked an Orbitz.com flight and hotel package reservation via booking number [redacted] in the amount of $2,156.28. We understand from the customer’s complaint, she found a lower of $2,043.32 and a best price guarantee application was submitted. Ms. [redacted] also stated Orbitz is not complying with the best price guarantee rules and is requesting a refund of the price difference.
 
Orbitz’s goal is to provide an exceptional customer experience, as a one-time courtesy, a credit in the amount of $112.96 was processed to the form of payment on file. We do regret any inconvenience she has encountered in resolving this matter. As the issue has been resolved to the customer 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]
Corporate Customer Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11150447, and find that this resolution is satisfactory to me.
Dear Jeanna,  Thank you for your assistance. Please provide me a phone number where I shall call Air France.
Sincerely,
Sharon [redacted]

April 22, 2018
 
Revdex.com
Orbotz.com
Complaint Department
 
Re: Orbitz Case #: [redacted]
 
Dear Revdex.com,
 
Thank you for taking the time to contact Orbitz, 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.  Orbitz, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Orbitz, Inc. is responding to the consumer complaint from Mr. [redacted] (Revdex.com case number [redacted]) regarding a refund request.
 
Our records reflect on November 6, 2017 the customer accessed Orbitz.com and self-booked package itinerary [redacted] for a round trip flight departing from New York, NY on March 17, 2018 to Las Vegas, NV, returning March 24, 2018, a stay at Treasure Island Hotel and Casino, for corresponding dates, a Package Protection Plan, and a Private Standard Car through [redacted] Airport Shuttle.  Mr. [redacted] is asking for compensation stating [redacted] Shuttle did not provide the transportation between the airport and his hotel as booked and he was forced to secure alternate transportation at additional cost.
 
Our research shows that on April 3, 2017 an agent spoke with [redacted] Shuttle and they verified that due to an error in their scheduling, they did not dispatch a car for Mr. [redacted] and agreed that a full refund should be processed.  On April 3, 2018 Orbitz processed a refund in the amount of $97.15 the full amount of the shuttle reservation, back to Mr. [redacted]’s original form of payment.  Our system shows that the customer’s bank posted the refund to his account on April 6, 2018. 
 
Orbitz serves only as a third party booking intermediary and does not own or operate any travel related services or companies.  As such, all vendors who utilize our website to offer their products are independent contractors and Orbitz terms of use, agreed to by customers when booking on our site, states Orbitz is not liable for any errors, misrepresentations, or failure to perform by the vendors. 
 
It is never Orbitz intention to inconvenience our customers and we regret that [redacted] Shuttle failed to provide the booked transportation.  We were able to secure the refund for this service; but, we cannot agree to refund the alternate transportation Mr. [redacted] used.  However, as a courtesy, we have provided his online Orbitz account with a $25.00 Travel Coupon that can be redeemed toward the future purchase of an Orbitz Special Rate Hotel either as a standalone reservation or in a Vacation Package. The coupon is valid for one year from the date of issue and is immediately accessible within his account. We hope he will allow us the opportunity to improve upon his experience in the future.
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

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

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

Complaint: [redacted]
I am rejecting this response because:Once again Orbitz has done NOTHING to PROVE that they sent me an email. I DID NOT RECEIVE AN EMAIL FROM THEM. This is the core of the complaint. They also did not address my issue with their policy: if there is a flight change there should be a phone call. To say that I have the fault because I did not check 24 hours prior to the flight is ridiculous. I paid for a flight that was [redacted] Airlines at 5 pm. That is what I paid for. If that could not be completed that is a big deal. To even send an email (which they did not) and nothing more is simply not sufficient. 
Sincerely,
[redacted]