Orbitz

April 28, 2016Revdex.comOrbitz.com Complaint Department Re: Orbitz Case #:O-[redacted]  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.The customer’s new Air [redacted] ticket number issued on April 20, 2016, is [redacted]. Ms. [redacted] may contact Air [redacted] directly or Orbitz to reconfirm her flight details.  As previously advised, a refund in the amount of $137.00 was processed back to the customer’s original form of payment as a one-time courtesy. The length of time it takes for the customer to receive the refund depends on how long it takes the customer’s bank to process refunds.  As the this customer’s complaint was received via Department of Transportation and resolved on April 27, 2016, we respectfully request the Revdex.com close this case. Sincerely, [redacted]Tier 3 Customer Service

Initial Business Response /* (1000, 5, 2015/06/16) */
Dear Ms. [redacted]
The Revdex.com has shared your recent correspondence pertaining to the cancellation policy associated with your reservation. I appreciate the opportunity to review your account and respond to your concerns.
We...

certainly regret to hear of your disappointment in our services; however, as a travel agency, we are required to follow all of our suppliers' rules and restrictions. If you would like to provide the Orbitz record locator associated with the specific reservation in question, I will be happy to review this issue further on your behalf.
Ms. [redacted] thank you again for the opportunity to address your concerns.
Sincerely,
Charlotte [redacted]
Orbitz Customer Relations

Dear Mr. [redacted]   The Revdex.com has shared your recent correspondence pertaining to Orbitz confirmation numbers - [redacted] & [redacted].  I appreciate the opportunity to review your account and respond to your concerns.  ...

Upon reviewing your account, I do show that you confirmed four hotel bookings with Orbitz for August 25 at ** Cancun - All Inclusive. However, you were contacted by ** Cancun on May 13, 2016, that the hotel was under construction and was not able to honor your bookings. Please know that at the time your reservation was made the hotel was not scheduled for any construction.   At Orbitz, we understand the importance of notifying our customers of any changes that occur to your hotel booking. Upon reviewing your reservation, I do show that you were given similar alternate options.   Your three options are –   Option # 1 – Paradisus Playa Del Carmen La Esmeralda located in Playa Del Carmen, Mexico. This property is considered an upgrade because this is a new hotel with more restaurants than ** Cancun with many different facilities.   Option # 2 – Paradisus Cancun located in Cancun, Mexico.  The property has received Four-Diamond honors since 2006 by [redacted]. Option # 3 - Cancellation without penalty.   Mr. [redacted] both the hotel options are similar properties with higher star ratings and sa** amenities as ** Cancun.  As with airlines, hotels are also subject to relocate customers under unforeseen circumstances as in your case.  Please understand ** Cancun made the decision to close the property due to construction and this was not Orbitz’s decision.    Furthermore, I found that you requested a higher priced option due to the hotel’s issues. You have the option to book your preferred the property.  However, you will have to pay the price difference since ** Cancun has offered alternate properties that are sa** or above the star rating of ** Cancun. Orbitz is not in a position to pay for the price difference, because of the options provided by ** Cancun.  Please know that ** Cancun is not an Adult’s only property and that your property choice of Vine by Secrets is higher category property, and the rate was higher even at the ti** you made your original booking.  Furthermore, Vine by Secrets is not associated with Melia properties.   Mr. [redacted] if you can please advise your preference from the above three options provided, I will be happy to assist with your bookings. Please know that Orbitz was doing all possible to assist with your bookings.   We certainly regret your disappointment in our services, but we were making every effort to assist with your requests.    Sincerely,   [redacted] Orbitz Customer Relations Chicago, IL

October 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 numbe[redacted] regarding a flight reservation. We understand from Mr. [redacted] complaint he is requesting a refund of the flight booking due to not knowing it was booked.Our records reflect on June 14, 2016 the customer self-booked two one-way flights for one traveler. The customers departure flight was operated by [redacted] Airlines, with flights departing on July 1, 2016 from Philadelphia, PA to Minneapolis–Saint Paul, MN. The customers return flight was operated by [redacted] Airlines and due to depart Minneapolis–Saint Paul, MN to Philadelphia, PA on July 6, 2017.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 [redacted] Airlines and [redacted] Airlines were the merchants of record and the company that charged the customer’s credit card, we have to abide by their rules and regulations. Based on the fare rules the customer agreed to at the time of booking, both carriers stated that their tickets were non-refundable.We are able to confirm that on June 14, 2016 at 12:26 PM an email was sent to the email address on file. Furthermore we are able to confirm that the customer’s credit card was billed in full the same day of purchase. As the customer was aware that the reservation was reserved we are unable to authorize a refund of the flights.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]

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 a car rental. We understand from Mr. [redacted] complaint that on December 22, 2017, Enterprise did not have a minivan available. We had reached out to Enterprise on behalf of the customer and was advised that they did not have any vehicles available. Mr. [redacted] stated in his complaint that he had rented a minivan directly at the airport and was charged in the amount of $808.00. He is seeking reimbursement for the difference in cost paid for the new rental in the amount of $571.00.
After further investigation we were able to confirm that Mr. [redacted] rented a minivan through Budget, picking up on December 22, 2017 and dropping off on December 25, 2017. The amount charged for the rental was $590.26.
Please be advise that 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.
Orbitz will honor Mr. [redacted]’s request and reimburse the difference in cost of $352.72 for the amount charged for car rental through Budget. Refunds will typically take 3-7 business days to appear on the account.
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

Dear Ms. [redacted], Thank you for your follow-up response, and I appreciate the opportunity to address your continued concerns. We apologize again for any confusion with the airline imposed schedule change that occurred, and that the change was not updated via your “My Trips”.  We understand there was inconvenience associated with the confusion, but the flights were utilized, and as the time difference was still within boarding times of the original flight, we are unable to grant your compensation requests.  A $50 future travel voucher has already been issued, and we do hope that you do decide to utilize the voucher in the future. Ms. [redacted], we apologize again for your continued disappointment. Sincerely, [redacted] Orbitz Customer Relations Tell us why here...

August 22, 2017   Revdex.com Chicago & N. Illinois 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. We understand from Mr. and Mrs. [redacted] that on August 8, 2017, they attempted to book flights at $103.00 from Orlando, Florida to New York, New York for travel on February 25, 2018. The booking could not be completed at the time. Mr. and Mrs. [redacted] are requesting that Orbitz honor the price that they viewed August 8, 2017. We regret that Mr. and Mrs. [redacted] experience with Orbitz was not to their satisfaction; however, please be advised that Orbitz uses a real-time reservation database used by travel agents worldwide, listing actual ticket prices, hotel and car availability. In other words, rates are subject to change and are only certain upon purchase. 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] Corporate Correspondence Team

Dear Mr. [redacted], The Revdex.com has shared your recent correspondence pertaining to your refund request on Itinerary #’s [redacted] and [redacted].  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, two flight reservations – itineraries [redacted] and [redacted] – were reserved using the self-service tool on the Orbitz website. Itinerary [redacted] was a combined one way fare flight reservation, departing March 19, 2016, on [redacted] Airlines from Houston, Texas to Fort Lauderdale, Florida. Travel on March 26, 2016, is on [redacted] Airlines, departing Fort Lauderdale, Florida to Houston, Texas, for one passenger. Itinerary [redacted] was on [redacted] Airlines, departing March 19, 2016, and returning March 26, 2016, for one passenger.Upon further research, we were able to confirm on February 17, 2016, that we were contacted to cancel the reservations for a full refund as they were within the 24 hour cancellation period. At that time, the assisting representative reached out to an air specialist to assist with the processing of the cancellation; however, only the refund of $53.10 for the [redacted] portion of the reservations was refunded at that time. On March 3, 2016, Orbitz processed refunds in the amount of $202.50 for the [redacted] flight reservations and $68.10 for the [redacted] flight reservations, for a total amount of $270.60. The amount of $53.10 was refunded by [redacted] Airlines on February 17, 2016. The amount of time it takes to receive a refund depends on how quickly their credit card company processes refunds. Mr. [redacted], thank you again for the opportunity to address your concerns, and apologize for your disappointing experience.  We do appreciate your business, and hope that we have a future opportunity to serve you in the future.Sincerely, [redacted]Orbitz Customer Relations

Thank you Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

January 29, 2017Revdex.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 Jamie [redacted] (Revdex.com case number [redacted]) regarding a hotel reservation. We understand Ms. [redacted] is unhappy about not being able to utilize her hotel reservation.Our records indicate that on November 14, 2016 the customer self-booked a hotel reservation for two travelers using Orbitz.com. The customer purchased a three night hotel reservation at [redacted] America Washington, D.C. - Chantilly- Airport, checking in on January 18, 2017, and checking out on January 21, 2017.As of January 29, 2017 Orbitz contacted the [redacted] Stay America Washington, D.C. - Chantilly- Airport. The agent advised that they were unable to locate any reservation booked through Orbitz. They were able to verify that a new reservation was reserved on January 18, 2017 by the customer. Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and the airlines and is subject to the rules and restrictions of those providers. At the time of booking, Ms. [redacted] agreed to the Terms of Use, which expressly provide as follows: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.As the customers reservation was a “hotel collect” meaning that the customer would be charged for the reservation by the hotel at check in we are able to verify that Ms. [redacted] was not charged for the reservation purchased through Orbitz.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

June 22, 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 Loel [redacted] (Revdex.com case number 114[redacted]) regarding a flight reservation. We understand from Mr. [redacted]’s complaint he is requesting a refund for a hotel reservation that was booked due not being able to utilize a flight reservation.Our records indicate on March 24, 2016 the customer self-booked a round trip flight reservation using Orbitz.com. The flight reservation was operated by American Airlines, with flights from Louisville, KY to Auckland, New Zealand departing on May 7, 2016 and returning on May 23, 2016. The customer also purchased a “Orbitz Flight Protection Comprehensive”.It is our customer’s responsibility to review all Rules and Regulations prior to booking any travel. As Orbitz does not issue visas or passports, we advise all customers to refer to their Embassy or Consulate for travel document requirements. We understand the inconvenience Mr. [redacted] has experienced, but we are unable to provide a refund of the hotel reservation purchased due to not having the correct visa requirements to board the connecting flight in Sydney, Australia.We are truly sorry if there was a misunderstanding in regards to how this was interpreted however, Orbitz is not able to discuss what identification or documents are needed for travel because of how frequently the requirements change. It is the traveler’s responsibility to keep up to date on those changes. In providing this information Orbitz has met our obligation to prepare those passengers who book on our website. When customers are acting as their own travel agent it is important that they confirm this information by checking the website, contacting us or the airline directly in order to insure all requirements are meet prior to departure.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

Initial Business Response /* (1000, 5, 2015/09/01) */
Dear Ms.[redacted]
The Revdex.com has shared your recent correspondence pertaining to your hotel booking.
I have reviewed your reservation history to better understand the nature of your concerns. You had a reservation at the...

Sandos Finisterra Los Cabos All-Inclusive Resort for September 11, 2015 that was booked for one person instead of two people; however, you were only charged for one person. Furthermore, you called soon after you received your email confirmation you contacted Orbitz Customer Service to make the change and was told to cancel your booking and rebook it for two people. I apologize for any inconvenience this may have caused.
Nevertheless, I see that your reservation has been cancelled and the refund will process in 7 to 10 business day depending on your bank. Please understand that if the booking was made thru Orbitz or another agency the refund timeframe would be the same. Also I found that you used Orbucks for your purchase, please know that your account has been credited in the amount of $276.20. Furthermore, for the inconvenience Orbitz Customer Service issued you a voucher.
Ms.[redacted] thank you for bringing this matter to our attention. We value your business, and hope you will provide us with a future opportunity to restore your confidence in our products and services.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (3000, 7, 2015/09/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
By simply issuing a refund 7-10 business days prior to departure, there is a chance I will not be refunded in time to actually go ahead and re book before we leave. That is unfair and again not my fault. When I clicked search it was for two people not for one. Yes the refund time frame may be the same if booked through any other company as well but I more than likely would not be going through this with any other company. I have never experienced such incompetence with Expedia. And leaving it to hope the refund is returned in time for my trip is a joke.

January 26, 2017Revdex.comComplaint Department – OrbitzDear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Orbitz...

is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from Mrs. [redacted] complaint she is requesting a refund of a flight reservation.As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate reply. At this time, we respectfully request additional time from the Revdex.com as further research is needed for this case. We will submit our final reply via the Revdex.com's website.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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

November 17, 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 [redacted]) regarding an airline ticket reservation. Our records show on September 03, 2017, Ms. ** self-booked a flight reservation that was scheduled to depart November 12, returning November 26th, 2017. The original price paid for the ticket was $524.37USD. After the tickets were purchased the airline made a schedule change to the flight. We attempted to contact the customer by phone and were unable to reach her. We also emailed the customer and advised of the schedule change so the customer could contact us by phone. Ms. ** did not contact us until the date of travel. Ms. ** then paid to exchange her flight however this was not authorized, the exchange was cancelled and Ms. ** was returned the amount paid for the exchange. On November 11th, 2017 when Ms ** contacted Orbitz she was advised she would be refunded the amount paid for the exchange. Ms. ** no longer wanted us to complete an exchange and purchased a new outbound flight on her own. Ms. ** is now requesting a refund for the amount of a new ticket she claims she purchased in the amount of $654 plus $75 for what she claims she paid for an Uber trip to the airport. Orbitz’s goal is to provide an exceptional customer experience. We appreciate the time Ms. ** took to provide Orbitz.com with the comments regarding the airline exchange that should have been completed and we have passed your information onto our management team for review. We do regret any inconvenience Ms. ** encountered in resolving this matter. However, Orbitz will not refund for what the customer booked on her own after being advised we could assist with the exchange. We are also unable to cover the amount Ms. ** supposedly paid for an Uber ride from her home to the airport the next day as this was not something Orbitz agreed to refund. If Ms. ** has any other questions regarding this matter she may contact Orbitz customer support to inquire as her account will be documented with the information provided. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, [redacted] Tier 3 Customer Service

June 7, 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 car reservation. We understand from the customers complaint she requesting a refund of [redacted] of the car reservations that was purchased.Our records indicate on February 25, 2016 the customer self-booked a car reservation with Orbitz. The customer reserved a [redacted] or similar with [redacted] Car Rental. The car was due to be picked up on April 3, 2016, in Alexandria Louisana and returned to the same location on April 10, 2016. Due to a system error this reservation was created five times.Upon further research, we are unable to verify as of February 25, 2016 the customer called into customer service and spoke to an agent who was able to cancel and fully refund itinerary [redacted] and [redacted].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. As of June 7, 2016 Orbitz has fully refunded itinerary’s [redacted] amounting to $258.68. The time it takes the refund to post to the customer’s account depends on the time it takes the customer’s credit card company to process refunds.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

November 16, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been...

brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding a flight reservation. We understand from the customers complaint she is requesting a refund of the new flight that was purchased along with additional compensation.Our records indicate on September 18, 2016 the customer called to book a package reservation for one traveler. The customer purchased a three night hotel reservation at Gran Melia Golf Resort Puerto Rico checking in on October 27, 2016, and checking out on October 30, 2016. The customers flights were operated by [redacted] Airways, departing from Washington, DC to San Juan, Puerto Rico on October 27, 2016 and returning on October 30, 2016.We are able to confirm that this matter was resolved as of November 14, 2016 a refund of the additional ticket was processed to the customers original form of payment. 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

April 11, 2017Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted]Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] [redacted]. We regret to hear Ms. [redacted] did not accept our response and/or resolution offered.We apologize for any inconvenience this lapse in time may have caused Ms. [redacted] . We would also like to apologize for the customer service issues Ms. [redacted] experienced in trying to obtain confirmation of her reservation.Per the customers response we are able to confirm that the that the customers mother did not miss her flight and the tickets were eventually corrected. Due to this no additional compensation can be provided.We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

Dear Jason,The Revdex.com has shared your correspondence with
Orbitz so that we may assist you further. It is my understanding that you were dissatisfied with your
recent stay at the A Victory Inn and Suites - Ann Arbor.
The property did not provide the breakfast that was advertised...

on the website,
and you encountered unforeseen issues with the property. I
appreciate the opportunity to review and respond to you. On behalf of Orbitz, I
apologize for the disappointing experience and the frustration this caused you.Hotel
properties or their representative companies provide their own content
information on the Orbitz website, which includes the star rating, location,
amenities, and property description. Orbitz relies solely on each hotel to
provide us with accurate descriptions of their properties. When we learn
of situations like this, Orbitz takes immediate action to prevent any
unfavorable experiences for our customers. In this case, I have notified the
appropriate parties, and they are currently in the process of reviewing this
complaint. Our hope
is that this valued criticism will allow them the opportunity to make
improvements where necessary and therefore, modify how their property is
presented to the public. We thank you for bringing this to our attention. The
other customer service issues you encountered are best addressed with the hotel
directly. Only the organization responsible for
managing the hotel operations can fully address your concern.Also, at
Orbitz, we offer a broad range of hotels and resorts for all different customer
types. So, to help our customers make the best decision for their vacation, we
now include customer feedback and ratings relating on their experience at hotel
properties shown on our website. On your
behalf, we contacted the hotel management team on your behalf and requested a
refund. Our refund request was denied, and Orbitz has been charged in full for
your hotel stay. Unfortunately, if the hotel will not refund your money to
Orbitz; we are unable to refund you. However,
as a gesture of goodwill, I do show on November 30, 2015; you were issued a
$100 future travel voucher. I have increased the voucher to $150. Our voucher
is meant to emphasize our commitment to you, and we remain hopeful you will
continue using Orbitz for your travel planning needs. Here are
the instructions for the future travel voucher: When you
make your next booking on Orbitz.com, please forward a copy of the Orbitz
Travel Document e-mail to us at [email protected].
Please reference case number 5433311 and my letter offering the $150 future
travel voucher in your request. Orbitz will then issue a credit to the card
used for the new booking. This offer is valid until November 30, 2016.Jason, thank
you for your valuable feedback, and I hope you
chose to place a review on your hotel experience. We appreciate your business, and we
hope to have an opportunity to serve you in the future.Sincerely,Jeanna
[redacted]Orbitz
Customer RelationsChicago,
IL

Dear Mr. [redacted], The Revdex.com has shared your recent correspondence pertaining to the airline imposed schedule changes that occurred to your flight, and your refund request.  I appreciate the opportunity to review your account and respond to your concerns. At Orbitz, we...

certainly understand the frustration that an airline imposed schedule change can cause.  When a change occurs, we make every effort to accommodate our customers to their satisfaction.  Airline schedule changes are not in the control of Orbitz, and as a travel agency, we must abide by the airlines rules when re-accommodating a customer. Upon reviewing Orbitz record locator [redacted], I show that your original departure time on [redacted] was originally scheduled to depart at 12:59P with a connection via Cincinnati.  [redacted] Airlines did process a change in schedule to [redacted] departing at 12:32P with a connection via Detroit.  While I recognize your disappointment and regret any inconvenience this may have caused, the airlines reserve the right to change their schedules at any time, with or without notice. During the booking process, Orbitz presents and customers must agree to the airline fare rules and Ticket Terms and Conditions.  I have copied a portion of the terms below: Air transportation, whether it is domestic or international (including domestic portions of international journeys), is subject to the individual terms of the transporting air carriers, which are herein incorporated by reference and made part of the contract of carriage.  Times shown in timetables or elsewhere are not guaranteed and form no part of this contract. Carrier may without notice substitute alternate carriers or aircraft, and may alter or omit stopping places shown on the ticket in case of necessity. Schedules are subject to change without notice. Mr. [redacted], please understand your schedule change was initiated by [redacted] Airlines, and they reserve the right to change their flight schedules at any time.  As the change that occurred to your departure time was only 27 minutes, this would not fall under a change where a refund would be authorized.  Nevertheless, we have contacted [redacted] Airlines twice on your behalf, but the request was denied with each call.  We certainly understand your disappointment, but the change that occurred is considered minor and does not qualify for a refund.  Thank you again for the opportunity to address your concerns. Sincerely, [redacted] Orbitz Customer Relations Tell us why here...