Orbitz

March 23, 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 refund and exchange issues. 
 
Our records show on June 13, 2016, Mr. [redacted] self-booked an Orbitz.com hotel reservation via booking number [redacted] in the amount of $422.25 with a check-in date of July 28, 2017. We understand from Mr. [redacted]’s complaint, due to health issues he requested to cancel the reservation but was denied a refund. The customer also stated, he has recently learned that the property is no longer in business and is requesting for Orbitz to cancel the reservation and issue a full refund.
 
Upon researching the customer’s complaint, we can confirm on February 28, 2017, when Mr. [redacted] brought this matter to our attention, Orbitz proceeded to advocate on the customer’s behalf by contacting the [redacted] Mountain Resort and was advised due to Mr. [redacted] booking the reservation as non-refundable, customer needed to contact the reservations department to request a refund. Orbitz provided the customer the hotel’s reservations department phone number and Mr. [redacted] agreed with the resolution given..
 
Orbitz’s acts only as a third party intermediary for airlines, hotels and cruises and must abide by the terms and conditions set by that particular vendor such as a hotel’s cancelation policy. Based on the information provided above, we are unable to honor Mr. [redacted]’s refund request.
 
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 [redacted],The RevDex.com has shared your recent correspondence with Orbitz so that we
may assist you further. It is my understanding that you booked a reservation,
and you need to verify that the reservation is still confirmed. I appreciate
the opportunity to review your account,...

and respond to your concerns. After reviewing
your account, I do see your reservation confirmed at the [redacted] [redacted] Hotel for April 19 through April
21, 2016. The hotel confirmation number is [redacted]. I have also
emailed a copy of the itinerary to your email address.Virginia, thank
you for allowing me to review this with you. We appreciate your business, and
we look forward to serving you in the future.Sincerely,Jeanna [redacted]Orbitz Customer
RelationsChicago, IL

Complaint: [redacted]
I am rejecting this response because:Regardless of which department Obirtz chooses to place the blame with, Orbitz as a company is responsible as an entity to resolve the problem.
Sincerely,
[redacted]

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

to our attention.  Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding flight reservations. We understand the customer is requesting a refund in the amount $108.10.Our records indicate on February 6, 2016, the customer booked one way flight reservations – itinerary [redacted] – using the self-service tool on the Orbitz website. Travel was on [redacted] Airlines, departing February 7, 2016, from Dallas, Texas to Los Angeles, California, for one passenger.Upon further research, we were able to confirm that the customer contacted Orbitz on February 7, 2016, the customer contacted Orbitz to change or cancel their flight reservations within the 24 hour complimentary cancellation period, however, the customer’s reservations were not cancelled at that time. On March 9, 2016, Orbitz processed a refund in the amount of $108.10 back to the customer’s original form of payment. The amount of time it takes to process a refund depends on how quickly the customer’s credit card company takes to process refunds. We hope that with the information provided, we have addressed all of the customer’s concerns and look forward to assisting them further with their future travel needs.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted]Tier 3 Customer Service

October 28, 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 he is requesting a refund due to a recently submitted Best Price Guarantee claim.Our records indicate on November 10, 2016 the customer self-booked a hotel reservation for one traveler using Orbitz.com. The customer purchased a two night hotel reservation at APA Hotel [redacted] checking in on December 30, 2016 and checking out on December 31, 2016.After further review of the customer’s account we can confirm that on December 24, 2016 the customer canceled the hotel reservation. Since the reservation was canceled prior to check-in the customer was issued a full refund. At this time we are unable to further assist with this matter.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

Dear Mr[redacted]   The Revdex.com has shared your recent correspondence pertaining to your hotel overcharges at [redacted] Resort Montego Bay.      I have reviewed your reservation history to better understand the nature of your concerns.   You had a...

reservation at the [redacted] Resort Montego Bay that you were charged for an additional charge of $400.00 upon check-out.    Nevertheless, I see that there is a resolution to your overcharge.  On August 18, 2016, Orbitz Customer Relations contacted the property.  The property agreed to refund your account on file in the amount of $400.00.  Furthermore, due to your inconvenience Orbitz placed 75 loyalty points into your account.    Mr[redacted] thank you for bringing this matter to our attention.  We value your business, and hope you will provide us with a future opportunity to restore your confidence in our products and services.   Sincerely,   [redacted] Orbitz Customer Relations Chicago, IL

January 16, 2018
Revdex.com
Complaint Department – Orbitz
Re: Orbitz Case # [redacted] [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 refund for a non-refundable hotel booking. We understand from Mr. [redacted] complaint that he is requesting to cancel his hotel reservation and receive a refund due to the Malaria Virus is prominent in the hotels location and Mr. [redacted] is allergic to the required medication.
Our records reflect that on December 28, 2017, Mr. [redacted] self-booked a 23 night hotel stay for one guest, at the Hotel Costa Linda, checking in on January 23, 2018 and checking out on February 15, 2018.
The hotel cancellations and change policy was advised while booking online:
We understand that sometimes plans fall through. We do not charge a cancel or change fee. When the property charges such fees in accordance with its own policies, the cost will be passed on to you. Hotel Costa Linda charges the following cancellation and change fees.
The room/unit type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded. No refunds will be issued for late check-in or early check-out.
On December 28, 2017, Mr. [redacted] contacted Orbitz to request to change the check in date from January 23, 2018 to January 24, 2017. Our representative advised that we will need to receive an authorization from the Hotel Costa Linda to have the fees waived. We received a response from the hotel manager on December 30, 2017, and was advised that the hotel is unable to waive the fees per their policy.
We communicated the hotel’s response to Mr. [redacted] via email and he replied requesting to cancel the entire reservation and receive a refund. Our representatives made several attempts to advocate on Mr. [redacted] behalf and on January 4, 2018, the hotel manager agreed to waive the penalty fees if the customer agrees to change the dates of his hotel stay. The hotel will not waive the penalty fees if Mr. [redacted] decides to canceled his hotel reservation.
Please be advised, the carriers, hotels and other suppliers providing travel or other services on this website are independent contractors and not agents or employees of Orbitz. Orbitz is 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 from. Orbitz has 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 they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Based on the foregoing reasons, we cannot issue a refund for the cancelled returned flights. Again, we thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
[redacted]
Tier 3 Customer Service

January 9, 2018
 
Revdex.com
Complaint Department – Orbitz
Re: Orbitz Case # [redacted] [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 Collision Damage Plan insurance purchased on November 20, 2017. We understand from Ms[redacted] complaint that she is requesting a refund for the insurance purchased in the amount of $88.00 due to Europcar not providing a rental vehicle.
Or records indicate that a refund in the amount of $88.00 was refunded to the original form of payment, on December 26, 2017. The credit will appear on the original form of payment within 7-10 business days.
Again, thank you for allowing us the opportunity to address your concerns. If you have any further questions or concerns, please don’t hesitate to contact us.
 
Sincerely,
[redacted]
Corporate Customer Service

September 27, 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.We sincerely apologize about the customer service that you received when you attempted to resolve your schedule change issues. At Orbitz, we strive to provide the highest level of customer service, and it’s disheartening when we have not reached that goal. We will address these issues internally with the assisting agents.As we are awaiting approval of the refund from the Airlines we are unable to refund prior. We will respond to the Revdex.com once we have been responded to by [redacted] Air.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

July 25,
"Arial","sans-serif";">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 case number [redacted] regarding flight reservationsWe understand the customer is requesting a full refund for her hotel reservations
Our records indicate that on July 4, 2016, the customer booked hotel reservations – itinerary [redacted] – using the self-service tool on the Orbitz websiteHotel accommodations were at the [redacted], checking in July 4, 2016, for one night Upon receipt of the complaint, Orbitz advocated on the behalf of Ms[redacted] with the hotel; who authorized a full refund of her reservationsAs such, on July 25, 2016, Orbitz processed a full refund in the amount of $back to her original form of paymentThe amount of time it takes to receive a refund depends upon the length of time it takes for her credit card company to process refunds
Please accept our apologies in regards to Ms[redacted] recent travel experienceWe regret any inconvenience that may have occurred and would like to assure her that her business is important to usDespite her recent experience, we encourage her to continue to use Orbitz for her future travel arrangements 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 Customer Service

Complaint: [redacted]
I am rejecting this response because:This was completely an UNFORCED ERROR on the part of Orbitz.  I should have been issued a new flight from Newark at around 12:00 pm, same as before, with only one connecting flight.  Orbitz did not provide an acceptable solution to their own UNFORCED ERROR.  I will continue seeking action until I am fully reimbursed.  My next step will be a lawsuit for not only airfare, but lost revenue.
Sincerely,
[redacted]

September 1, 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 Joel Harris (Revdex.com case number 11679601) regarding a flight reservation. We understand from the customers complaint he is requesting a refund of the reissue fee. Our records indicate that on August 23, 2016 the customer self-booked two one-way flight reservations. Both the customer departure and return flights were operated by [redacted] Airlines. The customers departure flights were scheduled to depart from Sacramento, CA to Orlando, FL on August 29, 2016. The customers return flights were scheduled to return from Orlando, FL to Sacramento, CA on September 1, 2016.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. As a result, we strongly recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policies.  The customer booked two one-way tickets, both with [redacted] Airlines as the merchant of record, and the companies that charged the customer’s credit card. We hope you understand we have to abide by their rules and regulations.We were able to fully review the customers screen-by-screen booking process that took place on August 23, 2016. On “Trip Summary” page prior to inputting the credit card details there was a section titled “Important Flight Information” below it stated, “Your flight is a combination of two one-way fares, each subject to its own rules and restrictions.” Furthermore the customer was advised the of the following concerning the departure and the return flights, “Tickets are non-refundable 24 hours after booking and non-transferable. A fee of $200.00 per ticket is charged for itinerary changes.” At this time we are unable to offer a refund for the reissue fees for each ticket.We sincerely regret that we are unable to offer a more satisfactory response or resolution to Mr. [redacted]’s 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 Mr. [redacted] with the necessary information related to his flight purchase before our system asked him 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,Hayden [redacted]Tier 3 Customer Service

August 15, 2016Revdex.comComplaint 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 case number [redacted]) regarding a flight reservation. We understand from Ms. [redacted] complaint she is requesting a refund of her canceled flight reservations.Our records indicate that on March 28, 2016 the customer self-booked a round trip flight for two traveler. The flight reservation was operated by [redacted] Airways, with flights departing on August 13, 2016 from New York, NY to Cancun on August 20, 2017.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. Dynamic Airways 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 July 8, 2016 Dynamic Airways sent a notification to Orbitz about the customers flight reservations advising that due to a schedule change they have canceled the customers tickets. Due to this Orbitz was required to request a refund waiver code from Dynamic Airways. Per documentation on July 25, 2016 an agent assisting the customer reached out to the airlines and was advised that it will take 7-10 days to have the waiver code generated so we are able to request a refund for the customers tickets.On July 24, 2016 Dynamic Airways provided Orbitz the refund waiver code allowing Orbitz to request a full refund of both tickets. The refund 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 airlines and the customer’s credit card company to process refunds. At this time we are unable to provide additional compensation due to the customers inconveniences.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 Mr. [redacted], The Revdex.com has shared with us your
correspondence regarding your experience with Orbitz. It is my understanding
there was an issue with booking a flight reservation on the Orbitz website and
you had to call Orbitz to book the reservation. You are requesting a...

refund for
the $25 booking fee charged to make the reservation with the agent. I
appreciate the opportunity to review your account and respond to your concerns. On behalf of Orbitz, I would like to apologize for your
disappointing experience. Please know as onetime courtesy we have processed a
refund for the $25 booking fee you were charged for your flight to Montreal.
The amount will reflect on your balance within 3 to 5 business days. Mr. [redacted], if you have any further questions or
concerns, please let me know. We appreciate your business, and look forward to
serving you in the future with your travel needs. Sincerely,Shalon [redacted]Orbitz Customer RelationsChicago, IL

August 1, 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 Ms. [redacted] complaint she is requesting a travel credit due to missing her trip to Huston.Our records indicate on July 16, 2016 the customer self-booked a hotel reservation for two travelers using Orbitz.com. The customer purchased a one night hotel reservation at [redacted] [redacted] Houston Bush Intl, checking in on July 19, 2016, and checking out on July 20, 2016.We are able to confirm that during the booking process the customer reserved the hotel as a “pay now” reservation. After further research the specific room that the customer reserved is available as a “pay later” reservation but after reviewing a screen-by-screen record of the customers booking process we are able to verify that the customer booked the hotel reservation to be paid for at the time of booking.Our records reflect on July 16, 2016 the customer went on Orbitz.com and utilized our self-service tools to cancel her reservation. Per the hotels cancellation and change policy “Cancellations or changes made after 5:00 PM local hotel time, Tuesday, July 19, 2016 are subject to a hotel fee equal to 1 night(s) plus taxes and fees.” Since the customer canceled the reservation on July 16, 2016 an automatic refund of $104.11 has been processed back to the customers original form of payment. The amount of time it takes the customer to receive depends on the customers banking institution. At this time we are unable to provide any additional forms of compensation to Ms. [redacted].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

December 28, 2016
 
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 November 14, 2016, Mr. [redacted] self-booked an Orbitz.com hotel reservation via booking number [redacted] in the amount of $5.06 with a check-in date of November 17, 2017. We understand from the customer’s complaint, he found a lower price and a best price guarantee application was submitted. Mr. [redacted] also stated Orbitz is not complying with the best price guarantee rules and is requesting a refund of the price difference and the $50 Orbucks to be placed on his account.
 
Upon researching Mr. [redacted] complaint we can confirm on November 14, 2016 a Best Price Guarantee was denied due to Orbitz’s representative inability to verify the lower price submitted by the customer. As per the Hotel Price Guarantee terms and conditions, lower price needs to be verified live by one of our representatives and lower price itinerary must much apples-to-apples, meaning hotel, room type, discounts and cancelation policy have to be identical.
 
Orbitz hotel price guarantee’s terms and condition on our website also state, in order for a refund of the difference for an approved claim to be paid, travel must be completed and if customer qualifies for the $50.00 Orbucks credit, it would be provided within 3 to 4 week after travel is complete. At the time the claim was submitted, Mr. [redacted] travel was not completed. Based on the information provided above, we are unable to honor Mr. [redacted] best price guarantee refund request.
 
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 [redacted]. The resolution is not satisfactory but have choosed to accept it none-theless. I disagree that it took as long as it did for the reasons you cited. I doubt all the online similar complaints were because of the same circumstances. Given that others have had similar issues and you stick to your byline this going back and forth seems futile and a waste of more time. I wish your company nothing but karma. Good luck.  
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/07/17) */
Dear Mr. [redacted]
The Revdex.com has shared your recent correspondence pertaining to the collection notice received on Orbitz locators [redacted] and [redacted]. I appreciate the opportunity to review your account and...

respond to your concerns.
Upon reviewing your account, I do see that both reservations were confirmed on January 27, 2015. On January 30, 2015, you contacted us on why you had not received a full refund for the reservations. At that time, we did explain that the booking had not been canceled via Orbitz. We did send a refund request to Emirates Air on your behalf to see if they would still allow a refund.
Mr.[redacted], the booking was confirmed as requested, and the reservation was not courtesy canceled. We have indeed received a dispute from your credit card company, and you will need to contact our Collections Department at the number given on your notification. Thank you again for the opportunity to address your concerns.
Sincerely,
Charlotte [redacted]
Orbitz Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/07/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke with Orbitz customer support manager is February and she told me that this matter was cleared and closed.
I again contacted Orbitz customer service on 7/15 and Customer serv. Rep. told me that there is NOTHING outstanding on our part.
On one hand all of Orbitz's customer service personnel are telling us that everything is fine and the other hand I am receiving a collection notice.
Please note that the collection notice is the first communication I have received on this matter. There was no prior bills or any such thing sent to me.
Orbitz needs to take it up with the airline which is charging them a "change fee" which is being passed on to me unfairly. I will be taking this matter up with my credit card company as soon as possible.
Collection notice without any bills is unacceptable.
Final Business Response /* (4000, 9, 2015/07/18) */
Dear Mr. [redacted]Thank you for your follow-up response, and I appreciate the opportunity to address your continued concerns.
A dispute of charges was filed on a valid reservation, and chargeback has been received due to this dispute. In order to settle the collection amount, you will need to contact our Disputes Department directly.
Mr.[redacted], thank you again for the opportunity to address your concerns.
Sincerely,
Charlotte [redacted]
Orbitz Customer Relations

Revdex.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 her rewards activity. We understand from Ms. [redacted] complaint she is requesting additional Orbucks to be added to her account. On May 16, 2016, we contacted Mr. [redacted] to acknowledge receipt of the Revdex.com complaint but were but were unable to reach the consumer.Our records reflect on April 25, 2016 the customer self-booked a multi-destination flight reservation on Orbitz.com. The flight reservation is operated by SAS, with flights departing from Newark, NJ to Stockholm, TX on August 20, 2016, then departing from Stockholm to Tallinn on August 23, 2016 finally returning from Tallinn to Newark, NJ returning on August 28, 2016.After reviewing the customer’s account we are able to verify that when the reservations was completed with our self-service tools online the customer was awarded 47.06 Orbucks. We understand that the customer was unable to utilize his Orbitz credit card to book the reservation. Per the credit cards terms and conditions of the credit card, ORBITZ REWARDS [redacted] Card statement credit will be awarded when a certain amount is spent in purchases generally this needs to occur within the first 90 days of the account opening. This offer is not guaranteed if you do not meet our criteria. For further information please contact [redacted] Bank at 1-[redacted] Due to the customer not using the ORBITZ REWARDS [redacted] Card to book this reservation we are unable issue any additional Orbucks to the customer’s account. We would like to apologize for the inconvenience Ms. [redacted] may have experienced, and for any lack of service he received while trying to resolve this issue. Despite his recent experience, we do value his business. Orbitz has placed a $25 coupon Orbitz Travel Coupon for use on a future trip in his permanent Orbitz account. This coupon is 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.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 your refund request due to medial issue.  I appreciate this opportunity to respond to your concerns. It is my understanding that you requested a refund for your three airlines ticket with an Orbitz...

Customer Agent and your request was denied by the airlines requiring more detailed documents.  I apologize for any inconvenience you may have encountered.  Today on your behalf, I contacted Jet Airways, and they have authorized your refund request. We have processed the refund for your three tickets. Each ticket was refunded in the amount of $ 414.40, for a refund total of $1243.20.  Please allow 10 to 14 business days for the refund to process. 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