Orbitz

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

July 13,
"Arial","sans-serif";">Revdex.com
Complaint Department – Orbitz
Re: Orbitz Case #: O-[redacted]
Dear Revdex.com,
Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding flight reservationsWe understand the customer is requesting a refund for her non-refundable flight reservations
Our records indicate that on May 30, 2016, the customer booked flight reservations – itinerary [redacted] – using the self-service tool on the Orbitz websiteTravel is on Air [redacted], departing September 2, 2016, from San Francisco, California to Zagreb, Croatia, returning September 10, 2016, for two passengersThe Orbitz Flight Protection was booked in conjunction with the flight reservations Upon further research, we were able to confirm that on June 24, 2016, the customer contacted Orbitz to inquire about cancelling their flight reservationsThe assisting representative advised the customer that their flight reservations were non-refundable and non-transferableThe customer would retain a future use credit with Air [redacted] valid for one year from the original ticket issue date, and would incur a $per ticket change penalty at the time new tickets are issuedAs the customer declined to cancel their reservations, no changes or cancellations were made at that time
On July 13, 2016, Orbitz advocated on the behalf of Ms[redacted] with Air [redacted], who advised that the type of tickets booked by the customer are non-refundable, and they are unable provide authorization for an exception refund Regarding the Orbitz Flight Protection; Orbitz does not administer nor outline the coverage of the insurance policy, we cannot dictate the definitions of a covered service. [redacted] Berkley Travel is our administrator for assistance and can be reached by calling 1-[redacted].
Orbitz makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasingWe provide your selection details on several pages for your review including the final payment screenWhen acting as their own travel agent it is each customer's responsibility to review the details of their itinerary prior to finalizing any reservation
Please note that Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Each airline has its own specific set of policies and procedures, as does each ticket purchased or package reservedAir [redacted] was the operating carrier and merchant of record (the entity that received the customer's funds and the company that charged their credit card)Any change fees are set and collected by the airlineWe hope you understand that we must abide by the rules and restrictions set forth by travel providers with which we do business, such as Air [redacted]
SUPPLIER RULES AND RESTRICTIONS
Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you selectPlease read these additional terms and conditions carefullyIn 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 websiteYou 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 servicesAirfare is only guaranteed once the purchase has been completed and the tickets have been issuedAirlines and other travel suppliers may change their prices without noticeWe 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 As Ms[redacted] flight reservations are currently confirmed, if she would like to cancel her flight reservations she can contact Orbitz customer support at (844) [redacted]Our agents are available hours a day, seven days a week 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

May 05, 2017 Revdex.com Orbitz – Alaska, Oregon & Western Washington Complaint Department Re: Orbitz Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the...

comments and concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from Chloe [redacted] (Revdex.com complaint #[redacted]) regarding a hotel reservation refund request. On April 10, 2017, Ms. [redacted] self-booked a non-refundable hotel collect reservation. The trip start date was for April 16, 2017. The amount paid for the hotel reservation was $2500.00. We understand from Ms. [redacted]’s complaint, she claims the hotel previously approved a full refund on her non-refundable booking. Ms. [redacted] also mentions Orbitz provided her card number to the hotel who charged her the amount of the reservation. Ms. [redacted] is requesting a refund of $2500.00 which is the full amount of the reservation. Upon researching the customer’s complaint, we can confirm that Ms. [redacted] booked a hotel collect reservation which means the hotel charges the customer directly. When a hotel collect reservation is made the customer agrees to the terms and conditions of the hotel. This includes the hotel charging the customers card directly and directly handling all issues related to the reservation. We have also confirmed directly with the hotel and the corporate director of the hotel. They have confirmed no refund was ever approved for Ms. [redacted]. Additionally the name provided by the customer is not recognized as an employee of anyone working at the resort company. The hotel has mentioned Ms. [redacted] has contacted them directly and attempted to have this reservation refunded to her. Ms. [redacted] has been advised no refund will be provided by the hotel. As you may know, Orbitz.com acts as an independent agent for reservations for airlines, car rental companies, and hotels. We are unable to change rules imposed by the hotel or provide credit. We do regret any inconvenience Ms. [redacted] has encountered in resolving this matter. Based on the information provided above, Orbitz considers this matter closed. Sincerely, [redacted] Tier 3 Customer Service

Complaint: [redacted]
I am rejecting this response because:
Orbitz is not telling the facts. I called several times and was told I would be called back with a flight. While I was on the phone calls were hung up from your end only leaving me to call again and wait for over 45min for Orbitz to pick up. In this day in time companies make excuses for mistakes they make blaming the customer for poor service or keeping money. The amount of money I lost is over$1000 dollars and when I called the car rental to extend my rental and I was informed the rental company received close to $500 dollars less than what I paid Orbitz. You stole from me and kept avoiding changing my flight until I could not change it. Your representative contacted AA 1 hour after the flight was supposed to be taken and finally these were 3 tickets not 1. If Orbitz chooses not to compensate in some form, I will [redacted] legally. Thank you.
Sincerely,
[redacted]

April 21, 2018 Revdex.com Chicago and Norther Illinois Complaint DepartmentRE: Orbitz Case [redacted]Dear Revdex.com, Thank you for contacting Orbitz regarding an issue from our customer.  We appreciate the Revdex.com allowing us to address the comments and...

concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding a flight. Our records show on August 23, 2018 [redacted], or a person authorized by her, booked a roundtrip flight with [redacted] Canada traveling from Sao Paulo to Milwaukee on December 11, 2017, and returning on May 7, 2018, and flight insurance coverage with [redacted] Affinity Insurance company for a total of $1231.26.Our customer contacted us after the outbound flight was completed to inquire on changing the return flight. On the first contact pricing was provided that was not preferred. On the second contact the preferred flights were no longer available. There was one flight possibility that was not preferred.On a third contact our customer requested to be escalated to a manager without providing any details. Once the call was escalated and the customers details were provided, we found that a manager in a different support center was required. A transfer to was offered to the other support center, which was declined in favor of receiving an address for written correspondence. After receiving the complaint from the Revdex.com, we attempted to contact [redacted] and see if we can assist with changes, within the policy of the airline, and in accordance with the airlines fare rules, for the flight which is available. Regrettably, we were unable to speak directly to anyone. Airline inventory and pricing is limited and subject to change without notice. As such, it cannot be provided or priced via voicemail or email.Orbitz.com is a third-party website that offers travel items for sale from vendors, such as airlines. Changes to flights, flight inventory, flight pricing and fare rules are that of the airline vendor. Orbitz.com is unable to change or override the policies, inventory, or pricing of the vendor.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 12, 2016Revdex.comComplaint Department – Orbitz Re: Orbitz Case #: O-[redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought...

to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from the customers complaint she is requesting a refund of one of her tickets.Our records indicate on June 14, 2016 the customer self-booked a round trip flight for one travelers. The flight reservation was operated by [redacted] Airlines, with flights departing on June 30, 2016 from Miami, FL to Istanbul on July 10, 2016. We are able to confirm that due to a site error the customers reservation was booked twice. Our records reflect multiple calls made by the customer to refund one of the reservations due to the error. As an effort to advocate on Ms. [redacted] behalf we contacted [redacted] Airlines and spoke to an agent who advised us that the ticket associated with itinerary [redacted] was fully refunded. 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.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, 2015/10/12) */
Dear Mr[redacted]
The Revdex.com has advised us of your complaint regarding a recent hotel
reservation booked through our site. My understanding is that after you booked the
reservation, you saw a lower rate, when you contacted us,...

they declined to honor it, but
instead offered you a full refund.
On behalf of Orbitz, I apologize for this inconvenience. I have reviewed this booking and
the remarks that were documented by our contact center. In order for us to process
a Best Price Guarantee, it is necessary to fill out the claim form. It appears that this
was not done. That is why at that point, the agent offered to cancel and refund the booking.
Please be assured that we appreciate your business. As a gesture of goodwill, I have deposited $100 in Orbucks into your Orbitz account. Please be aware that for future, you would need to apply via the Best Price Guarantee online path.
Thank you for reaching out to us in this matter.
Sincerely,
[redacted]
Orbitz Customer Relations

May 4, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O-[redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to...

our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from Ms. [redacted]’s complaint she is requesting a refund for a flight reservation. On May 4, 2016, we attempted to contact Ms. [redacted] to acknowledge receipt of the Revdex.com complaint but were but were unable to reach the customer.Upon further research, we are unable to locate an Orbitz.com account related to Ms. [redacted] complaint. We respectfully request that the customer provide us with an email address used to book the reservation and the itinerary number. The requested information will enable us to appropriately address Ms. [redacted]’s concerns. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

May 8, 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 [redacted] did not accept our response and/or resolution offered.Per the customers complaint they are unhappy about the cheaper rate that was offered by the car rental company. In order for Orbitz to offer the discounted prices on our website we purchase car reservations in bulk, a minimum of one year in advance at a contracted rate. The rate we then charge is still usually lower than any other published price.However, after we purchase the reservations the car rental company has the option of modifying their rates as they wish to match their inventory or business needs. This is something we have no control over and may be lower than the price we currently offer.In regards to the flight reservation we are able to confirm that the customer called customer service multiple times. The customer spoke to an agent in our corporate office to change their reservation. During the call the customer was advised that they would have to pay for the change fee and the difference in fare. The customer only wanted to pay for the change penalty fee. [redacted] Airlines offered to assist the customer with changing the reservation. Due to the customer being uncomfortable providing their credit card number to our agent, they transferred the call to [redacted] Airlines. The customer called multiple times after that to cancel the reservation and were unsuccessful. As the reservation was not canceled or changed [redacted] Airlines tagged the customer as a no show causing the rest of the ticket to not have any value. At this point in time Orbitz is unable to refund [redacted] for the rest of the reservation.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

March 29, 2016
Revdex.com
Complaint Department - Orbitz
Re: Orbitz Case #: O-[redacted]
Dear Revdex.com,
Thank you for taking the time to contact Orbitz regarding an issue from our customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which...

have been brought to our attention.  Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding hotel reservations. We understand the customer is a refund a refund for her canceled hotel reservations.
Our records indicate on February 26, 2016, the customer booked hotel reservations – itinerary [redacted]. Hotel accommodations were at the [redacted], checking in March 10, 2016, for two nights.
Upon further research, we were able to confirm February 29, 2016, the customer contacted Orbitz to cancel their hotel reservations. The terms and conditions agreed to by the customer stated the reservations were non-refundable. As such, Orbitz advocated on the behalf of the customer with the hotel, who advised they will not charge the customer for the hotel reservations.
On March 22, 2016, the customer contacted Orbitz regarding the status of the refund. At that time Orbitz contacted the [redacted], who advised that the refund had been processed 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 the vendor and their credit company to process refunds.
Orbitz serves as a third party agency for travel providers such as hotels, car rental agencies, and airlines; as such we must abide by and enforce the terms and conditions set forth by vendors. As the [redacted] is the merchant of record i.e. the company who charges the customer’s credit card, Orbitz is subject to the rules and restrictions of the vendors whose services we sell. We act only as an agent for their product and do not have the authority to override their refund processes or timing.
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

Dear Ms. [redacted], The Revdex.com has shared your recent correspondence pertaining to the problems you encountered on your arrival at the [redacted] Ogden.  On behalf of Orbitz, I apologize for this disappointing experience, and I appreciate the opportunity to review your...

account and respond to your concerns. Our records indicate on February 16, 2016, accommodations were reserved at the Comforts [redacted] Ogden from February 26, 2016, to February 28, 2016 via our website. Upon receipt of your correspondence, we have verified on February 26, 2016, you contacted Orbitz upon arrival at the hotel, as you were advised the hotel was unable to fulfill your reservation. We apologize for any inconvenience has caused. At this time, we are requesting that you provide a copy of your credit card statement or receipt reflecting the additional charges incurred by the hotel. You may submit the information through the complaint submission on the Revdex.com website. This information will enable us to appropriately address the situation and upon receipt. We thank you for allowing us the opportunity to address the issues, brought to our attention. We look forward to hearing from you.               Sincerely,[redacted]Orbitz Customer Relations Tell us why here...

Complaint: [redacted]
I am rejecting this response because: This is the same run around I was given multiple times when I called into orbitz before filing this complaint, unbelievable! It's like these guys are reading from the same bad script. I have already talked to both their customer service line and the customer service line for their so called travel insurance with no resolution.  This response from Orbitz is the same answer they give me over the phone when I call in. If I accepted your “resolution” I would have to pay the $130 fee and then the difference between ticket prices which I have been repeatedly quoted as being around $1500 when the original ticket only cost $569.15! This also seems like some elaborate scam by this company because they quote you around $1500 as the difference in ticket price but if I was to just discard this ticket and purchase a new one on their site the price is around $600. As I said in my original complaint if this is the kind of service I can expect from this company not only will I never do business with them again I plan to make it a point to tell everyone I know not to do business with them. I also plan to post this review on yelp and everywhere else I can think of so that other customers are not ripped off by this company. Please do the right thing orbitz and issue me a refund and I will happily purchase a new ticket from you at current market price.    
Sincerely,
[redacted]