Orbitz

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

Dear [redacted]   Thank you for contacting Orbitz. It is my understanding that you did not have the proper entry documentation for your international travel and you were denied boarding for your flight.  You believe Orbitz should have provided you with this information.   On behalf of...

Orbitz, I would like to apologize for any frustration this has caused you.   After further review, I do show that you were provided with a full refund for each reservation minus a $300 penalty per person, a total of $600. Unfortunately, as the fare rules placed on your reservation by [redacted] Airlines do advise of a $300 penalty per person if the reservation is canceled for a refund, Orbitz is unable to process a refund for the penalty you were charged.   Nevertheless, we do value you as a customer, and as a gesture of sincerity for your disappointing experience we would like to offer you a future travel voucher for half of the total penalty, $300, to be used on your next Orbitz.com 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] Please reference case number [redacted] and my letter offering the $300 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 August 8, 2017.   [redacted] we appreciate your business and hope you will continue to use Orbitz in the future for your travel needs.   Sincerely,   [redacted] Orbitz Customer Relations Chicago, IL

Revdex.com:It says you can not locate my record.  I booked the flight under my work email [redacted]@expresspros.com  I don't see how you cannot find my record if you just look up my name. Surely you should be able to find record that you sent a collections notice to me.
Sincerely,
Alana [redacted]

December 30, 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 refund of his canceled flights booking fee  Our records indicate that on December 9, 2016 the customer self-booked one multi-destination flight reservations. The customers flights were operated by [redacted] and were scheduled to depart from Duesseldorf to Sydney on May 1, 2017 and returning from Sydney to Florence on July 4, 2016.From time to time and for a variety of reasons, airlines issue schedule changes. We understand that these changes can be inconvenient, time consuming and not customer friendly. However, Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. [redacted] was the operating carrier and merchant of record for the customers flights (the entity that received the funds and the companies that charge 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.We are able to confirm that on December 15, 2016 Mr. [redacted] contacted Orbitz customer service in regards a schedule change initiated by [redacted]. As [redacted] was unable provide alternate flights they canceled the customers reservation and processed a full refund. Orbitz are one of the few online travel agencies that offers multi-airline itineraries because they are complex to manage. Therefore, we charge the booking fee so we can continue to offer customers flexibility of multi-airline flights. Unfortunately these fees are stated as being non-refundable during the booking process.Orbitz understands that due to the schedule change initiated by [redacted] Mr[redacted] flights were involuntarily canceled. Due to this Orbitz has agreed to refund the separate $6.99 booking fee that was charged at the time of making the reservation. The amount of time it takes the customer to receive the funds depends on the customers banking institution.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

March 23, 2016Revdex.comComplaint Department – OrbitzRe: 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 for their flight reservations.  Our records indicate on February 20, 2016, the customer booked flight reservations – itinerary [redacted] – using the self-service tool on the Orbitz website. Travel was on [redacted] Airlines, departing May 6, 2016, from Boston, Massachusetts to Seattle, Washington, returning May 18, 2016, for two passengers.Upon further research, we were able to confirm on February 20, 2016, the contacted Orbitz to void their flight reservations, as they were within the 24 hour free cancellation period.  On March 17, 2016, Orbitz processed a refund in the amount of 536.67 back to the customer’s original form of payment. The amount of time it takes for the customer to receive a refund depends on how quickly their credit card company processes refunds. 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 request to redeem your future travel voucher towards a new attraction and services reserved, but your request was declined.  On behalf of Orbitz, I apologize for this disappointing...

experience, and appreciate the opportunity to review your account and respond to your concerns. Please know that I have reviewed your voucher under case number [redacted], and we do show that this voucher has already been redeemed and paid.  We apologize again for any confusion.  We do appreciate your business, and hope that we have a future opportunity to serve you. Sincerely, [redacted] Orbitz Customer Relations Tell us why here...

July 11, 2017 Revdex.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 the customers complaint she is requesting a refund of her reservation.Our records indicate on January 20, 2017 the customer self-booked a roundtrip flight for five passengers on Orbitz.com. The customers flights were operated by [redacted] Airlines, departing from Denver, CO to Los Angeles, CA on February 25, 2017 and returning on February 28, 2017. The customer also purchased “Flight Cancellation Plan” Insurance.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. [redacted] Airlines is the merchant of record, and the company that charged the customer’s credit card. We hope you understand we have to abide by their rules and regulations. Based on the fare rules the customer agreed to at the time of booking, her ticket was non-refundable.Orbitz offers the “Flight Cancellation Plan” so our customers can have the ability to be reimbursed for the cost of flight interrupted for covered reasons such as illness of a family member. Please review the summary of coverages below:Pre-Departure Trip Cancellation:We will pay a Pre-Departure Trip Cancellation Benefit, up to the amount in the Schedule, if you are prevented from taking your Covered Trip due to your, an Immediate Family Member’s, Traveling Companion’s, or Business Partner’s Sickness, Injury or death or Other Covered Events as defined, that occur(s) before departure on your Covered Trip. The Sickness or Injury must: a) commence while your coverage is in effect under the plan; b) require the examination and treatment by a Physician at the time the Covered Trip is cancelled; and c) in the written opinion of the treating Physician, be so disabling as to prevent you from taking your Covered Trip.At this time we are unable to authorize a refund of the customers non-refundable tickets. 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. 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 your insurance purchase before our system asked Ms. [redacted] to complete the reservation online. This information was also available within the confirmation email that was sent on the day of booking.If the customer is seeking further compensation we suggest she await a response from the insurance company. [redacted] Berkley Travel is our administrator for assistance and can be reached by calling  [redacted] or email: [redacted]@aon.com. Their office hours are 8:00 AM - 10:00 PM ET, Monday - Friday; 9:00 AM - 5:00 PM ET, Saturday.We apologize for any inconvenience this lapse in time may have caused Mr. [redacted]. We would also like to apologize for the customer service issues Mr. [redacted] experienced in trying to cancel his reservation. We would like him 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 his thoughtful comments, and we're sorry we disappointed Mr. [redacted]. His comments will be used for internal training purposes.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

May 10, 2017 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Orbitz Case [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from Mrs. [redacted]. We regret to hear that she did not accept our response and /or resolution offered. Orbitz is responding to the consumer complaint from Mrs. [redacted] (Revdex.com ID number [redacted]) regarding a hotel reservation. As stated previously, Orbitz serves as a third party intermediary for travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. We do not own or operate any hotels, and we do not set any policies. We hope the customer understands that we must adhere to the policies dictated by the hotel. Upon receipt of the Revdex.com submission, we have verified that at the time of booking, the customer agreed to the hotel’s terms and conditions which also can be found on the face of her itinerary: • Cancellation and Change Policy: Non-Refundable 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. In addition, we firmly believe that our website is equipped with recapping the details of the itinerary twice throughout the purchase path. We provide our users ample time to review the full details of the itinerary before completing the purchase. Prior to completing the booking it is stated: • This special discounted rate is non-refundable. If you choose to change or cancel this booking you will not be refunded any of the payment. In regards to the phone call the customer is claiming she was advised of a refund; the representative advised the customer that an email was sent to the hotel directly requesting a refund and requesting to waive all penalties. As stated previously, the hotel’s response was that the refund was denied as this is a non-refundable reservation. As Orbitz paid the hotel for this reservation and as we must abide by the terms and conditions agreed to at the time of booking, Orbitz is unable to issue a refund as requested. 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

September 6, 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 the customers complaint he is requesting a full refund of his flight reservation.Our records indicate on July 18, 2016 the customer self-booked a package reservation for one traveler. The customer purchased a two night hotel reservation at [redacted] Roof Inn Queens checking in on September 1, 2016, and checking out on September 3, 2016. The customers flights were operated by [redacted] Airlines, departing from Chicago, IL to New York, NY on September 1, 2016 and returning on September 3, 2016. The customer also purchased a “Package Protection Plan”.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. As a result, we strongly recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policies.  The customer booked one roundtrip ticket with [redacted] Airlines who was  the merchant of record, and the companies that charged the customer’s credit card. We hope you understand we have to abide by their rules and regulations.We can confirm Mr. [redacted] contacted us on August 30, 2016to cancel his [redacted] airlines flight and request a refund. The customer requested compensation due to missing the flight. We apologize for the inconvenience this may have caused you. Based on the fare rules agreed to at the time of booking, [redacted] Airlines flights stated to take any action on the reservation, the customer had to contact them directly. As the tickets are non-refundable, we are unable to provide a refund of the reservation. We understand that per the customers complaint he is requesting a refund due to having insurance. Per the insurance terms and conditions agreed to upon at the time of booking the customer is eligible for a refund if prevented from utilizing the reservation due to the cove[redacted] reasons. Please review the Pre-Departure Trip Cancellation policy agreed to upon below:We will pay a Pre-Departure Trip Cancellation Benefit, up to the amount in the Schedule for non-refundable cancellation charges imposed by Policyholder, if you are prevented from taking your Cove[redacted] Vacation due to your, an Immediate Family Member’s, Traveling Companion’s, or Business Partner’s Sickness, Injury or death or Other Cove[redacted] Events as defined, that occur(s) before departure on your Cove[redacted] Vacation. The Sickness or Injury must: a) commence while your coverage is in effect under the plan; b) require the examination and treatment by a Physician at the time the Cove[redacted] Vacation is canceled; and c) in the written opinion of the treating Physician, be so disabling as to prevent you from taking your Cove[redacted] Vacation.If the customer is seeking further compensation we suggest she reach out [redacted] Berkley Travel to submit a claim. [redacted] Berkley Travel is our administrator for assistance and can be reached by calling 1[redacted]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 11, 2018 Revdex.com Central Ontario Complaint Department Re: Orbitz Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Orbitz.com regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which...

have been brought to our attention. Orbitz, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz.com is responding to the consumer complaint from [redacted] (Revdex.com complaint [redacted]) regarding a complaint about what she claims is a scam. Upon researching the customer’s complaint, we were unable to find any itinerary related to the account. The email address provided is also not linked to any account for our line of business. For quicker assistance Ms. [redacted] may wish to contact Orbitz by phone to speak to a supervisor and provide the email address so they may look up her account. 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] Orbitz Customer Support