Orbitz

Complaint: [redacted]
I am rejecting this response because:I did contact customer service and was told that in the event of a canceled flight (in our case trip ID [redacted]) we should be able to board an earlier or later flight at no charge to us. I was told that I would be refunded for itineraries [redacted] and [redacted]  by a rep named [redacted]. I was told there would not be a confirmation# for the call despite requesting one. There is still no refund. We were forced to purchase these due to a lack of notification on the part of Orbitz as stated in the complaint. Our original flights were cancelled and we received to notification nor were we able to access the link (which appeared to be dead) that directed us in the event of a cancelled flight. There was no web chat nor could we use our phones as were were in the UK.  This should not even be happening right now as I should have been able to go onto the Orbitz website and simply move myself to the next available flight. The whole experience was a complete nightmare and continues. All we want is the money for the tickets we had to repurchase. We have not been reimbursed for the cancelled flights so I am not sure why Orbitz isn't trying to make this right.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:i have spent hours of my time with your company to get a brush off answer. I asked for call backs in my 2 emails to your company and with your manila employees aswell as the message  i left at your corporate inbox. nothing happened. this is not acceptable. please review comments from thousands ofcutomers that have thesameor similar complaints. I expect a call from your corporate. I reserve the right to hand this over to the Attorney generla s office in my state
Sincerely,
[redacted]

Dear Mr. [redacted], Thank you for your follow-up response, and I appreciate the opportunity to address your concerns. Please know that at Orbitz, we are undergoing a transition in our systems.  This is causing a delay in future travel vouchers being redeemed; however, they are still valid on a qualifying booking.  Upon reviewing your case number 4972041, I do see the future travel voucher in the amount of $25.00, but it is showing as paid.  Mr. [redacted], if you feel that you have not received payment, please forward a copy of your new itinerary along with the case number mentioned above to  [redacted]@customercare.orbitz.com to request this be reviewed.  This is the Department that would need to review your request and address your concerns regarding the redemption. We apologize for any inconvenience this transition has caused.  We do appreciate your business, and hope that we have a future opportunity to serve you. Sincerely, [redacted] Orbitz Customer Relations

Dear Mr. [redacted],   The Revdex.com has shared with us your recent correspondence regarding your experience with Orbitz. It is my understanding you are attempting to make a change to your flight; however, you were unaware that if you made a change the fare code on the new ticket had...

to be higher. I appreciate the opportunity to review your account and respond to your concerns.   On behalf of Orbitz, I would like to apologize for any frustration this has caused you.   Please know I have contacted [redacted] and they have advised that if you make a change to the reservation it can be in a lower fare class. For example, you can change the business class to economy; however, if the new ticket is less you would not receive a refund of the residual amount and you would still be responsible for the $200 [redacted]line change fee, plus the $30 Orbitz fee.   Mr. [redacted], for security purposes if you are to make a change to the reservation you must contact our Customer Service Department at 1-[redacted] for assistance.   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

May 28, 2017
 
Revdex.com
Orbitz.com
Complaint Department
 
Re: Expedia Case #: [redacted]
 
Dear Revdex.com,
 
Thank you for taking the time to contact [redacted] Inc. regarding an issue from our customer.  We appreciate the Revdex.com...

allowing us to address the comments and concerns which have been brought to our attention. Orbitz.com 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 Mr. [redacted] [redacted] (Revdex.com case number [redacted]) regarding a flight cancellation and refund inquiry.
 
Our records reflect that on March 6, 2017, you accessed Orbitz.com and booked itineraries #[redacted] for round trip flights on [redacted] from Newark, NJ, USA to Lagos, Nigeria.  As his complaint states, [redacted] has cancelled the flights and is providing a full refund. 
 
As an initial matter, please note that Orbitz serves only 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 (the entity that received the funds and the company that charged Mr. [redacted] credit card) on this itinerary. We hope you understand we must adhere to the policies dictated by the airline.
 
[redacted] has suspended some bookings, and cancelled flight reservations; due to a system error they experienced causing the airline to provide incorrect fares to customers and third party booking sites. As fares were not charged appropriately, [redacted] will not honor bookings priced incorrectly, and is canceling and refunding customers accordingly. 
 
Moreover, Orbitz’s Terms of Use, which you agreed to at the time of booking, expressly state:
The Information, Software, Products and Services published on this Website may include inaccuracies or errors, including pricing errors. In particular, Orbitz does not guarantee the accuracy of, and disclaim all liability for any errors or other inaccuracies relating to the information and description of the hotel, air, cruise, car and other travel products and services displayed on this Website (including, without limitation, the pricing, photographs, list of hotel amenities, general product descriptions, etc.)  In addition, Orbitz expressly reserves the right to correct any pricing errors on our Website and/or reservations made under an incorrect price. In such event, if available, we will offer you the opportunity to keep your reservation at the correct price or we will cancel your reservation without penalty.
 
Our Terms of Use further provide: 
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 regrets the inconvenience this matter has caused.  Customers should contact [redacted] Customer service: [redacted] to inquire about their refund status and timeline, as Orbitz does not have access to the refund information.  The airline will be best able to advise the customer about this information. They will need their ticket numbers or PNR numbers from the itineraries to provide to the airlines when seeking refund information.
 
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 Tier 3 Corporate Customer Service

Complaint: [redacted]
I am rejecting this response because: Orbitz's responses to our complaint made here and on the phone - with reps, supervisors and managers - are simply BOILERPLATE language that does NOT address the ACTUAL situation.  Their website showed the $103 price for well over an hour - while we were initially first online and then on the phone with them trying to book.  EVERY attempt by us and/or their staff to load a new web page in multiple browsers over that period REPEATEDLY and CONSISTENTLY showed the $103 price anew to us and them, but any attempt to click on it to buy it led to a separate screen showing a price that was 5-6 times as great.  Both we and their staff continually found this, as we have documented to them with numerous time/date stamped screen shots from the well over one hour period noted from our first online attempt to buy, through their and our various subsequent new quotes and clicks on that price.  It was not a matter of the price having changed just at the one moment we initially tried to buy, but rather repeated and continued (false) advertising by them for an EXTENDED period of the same low price - and never allowing anyone to buy it. Apparently, no one could get that price at that time.  If that is not fraudulent advertising, then what is?
Sincerely,
[redacted]

February 13, 2018 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] (Revdex.com complaint [redacted]) regarding a flight refund request. On January 27, 2018, Mrs. [redacted] self-booked a flight reservation for two passengers through Orbitz with low-cost carrier airline [redacted]. The total amount paid for the tickets was $199.00. We understand from Mrs. [redacted]’s complaint, she viewed our Orbitz policy which applies to some airline reservations which states a customer may cancel a flight within 24 hours and receive a refund. This however, does not apply to low-cost carriers which include [redacted] airlines and is clearly mentioned during the booking path. Mrs. [redacted] called Orbitz on January 28th and mentioned she needed to cancel due to a death in the family. The Orbitz agent assisting Mrs. [redacted] contacted [redacted] Airlines and was told Mrs. [redacted] could receive a full refund if she provided the documents the airline required. Mrs. [redacted] did not accept this and wanted Orbitz to refund her. Mrs. [redacted] was transferred to one of our Orbitz supervisors who again reiterated the same information. Mrs. [redacted] mentioned several times that if Orbitz did not refund her she would no longer do business with us. During the call Mrs. [redacted] also mentioned that on the date she purchased the tickets the website showed her there was only four tickets left and the day after she purchased two tickets she still saw the same message. We would like to mention that this message says there are only four tickets at that class of service, not that there are four tickets remaining. This information is provided by the vendor and added to our site. Upon researching the customer’s complaint and having listened to the calls Mrs. [redacted] made, we can confirm that no refund will be provided and there was no false advertisement as the customer claimed. We would like to make it clear to Mrs. [redacted] that this will be documented on her Orbitz account. If there are any further issues regarding a refund with a low-cost carrier we will require the customer to speak to the airline. Orbitz’s goal is to provide an exceptional customer experience. 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 airline or provide a refund for the value of the tickets. We do regret any inconvenience Mrs. [redacted] has encountered in resolving this matter. Based on the information provided above, Orbitz considers this matter closed. Sincerely, [redacted] Customer Support

Revdex.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 a flight reservation. We understand from Mr. [redacted] complaint he requesting a refund for a recently booked car reservation. On [redacted]h 15, 2016, we contacted Mr. [redacted] to acknowledge receipt of the Revdex.com complaint.Our records reflect that on [redacted]h 9, 2016, the customer self-booked a car reservation with Orbitz. The customer reserved a [redacted] or similar with [redacted] Car Rental. The car is due to be picked up on April 29, 2016, in Cleveland Ohio and returned to the same location on May 2, 2016. Due to a system error this reservation was duplicated three times.Upon further research, we are unable to verify as of [redacted]h 14, 2016 the two of the customers car reservations were refunded in full leaving only itinerary 13254920990 as being active. 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 Tell us why here...

June 14, 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 vacation package reservations. We understand the customer is requesting a refund. Our records indicate that on May 26, 2016, the customer booked flight and hotel vacation package reservations –itinerary [redacted]. Travel was with [redacted] Airlines, departing May 27, 2016, from Miami, Florida to Newark, New Jersey, returing May 30, 2016, for two passengers. Hotel accommodations were at the [redacted] by [redacted] Midtown-Time Square, checking in May 27, 2016, for three nights. Upon further research, we were able to confirm on May 26, 2016, that customer contacted Orbitz stating that the incorrect bedding type had been selected in the booking. At that time Orbitz processed a full refund for the hotel portion of the vacation package in the amount of $657.69. The amount of time it takes for the customer to receive a refund depends upon how quickly their credit card company processes refunds. We hope that with the information provided, we have addressed all of the customer’s concerns and look forward to assisting them further with their future travel needs.If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,  [redacted]Tier 3 Customer Ser[redacted]e

Dear Ms. [redacted], The Revdex.com has shared your recent correspondence pertaining to your nonrefundable ticket.  I appreciate this opportunity to respond to your concerns. It is my understanding that two reservations were booked on Orbitz’s website, and you are requesting a refund...

of one of the duplicate airline tickets.  Orbitz has reviewed your reservation history in our website and email logs to better understand the nature of your concern.  Our records show two non-refundable tickets for passenger [redacted] were booked on Orbitz’s website.  Nevertheless, I see that there is a resolution to your refund.  On March 2, 2016, you were advised by Orbitz that ticket number [redacted] associated with Orbitz confirmation number [redacted] was being refunded.  Furthermore, due to [redacted] Airlines duplicate ticket policy, [redacted] Airlines charges a processing fee of $75.00 to refund your duplicate booking.  However, Orbitz has refunded this fee to your account.  Please know that the amount of $282.20 the price of the airline ticket has been refunded to your account on file.  Allow 5 to 7 business days for the refund to process.  As a gesture of our sincerity, Orbitz would like to offer you a $80USD future travel [redacted] on your next prepaid Orbitz.com airline, hotel or vacation package booking.  Our [redacted] 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 [redacted]: When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [redacted]@customercare.orbitz.com.  Please reference case number [redacted] and my letter offering the $80.00 [redacted] 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 March 3, 2017. Ms. [redacted], we appreciate your business and we hope you will provide us with a future opportunity to serve your with your travel planning needs. Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

March 21, 2018 Revdex.com Complaint Department – Orbitz Re: Revdex.com 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 Dr. [redacted] (Revdex.com case number [redacted]) in regard to an airline flight cancellation. On January 16, 2018, Dr. [redacted] self-booked a combined one-way fare with [redacted] Airlines, departing on March 2, 2018 from Boston, MA to Sarasota, FL and returning on March 10, 2018 from Sarasota, FL to Boston MA. The terms and conditions for the tickets purchased were agreed at the time of booking online with states:Combined one-way tickets unlike roundtrip tickets, each one-way ticket is subject to its own rules, restrictions, and fees. If one of these flights is affected by an airline change (e.g. cancellation or rescheduling) that causes you to make changes to the other flight, you will be responsible for any fees incurred for making changes to the unaffected flight.In addition we would like to direct you to the Orbitz Terms and Conditions, which state the following:The carriers, hotels and other suppliers providing travel or other services on this website are independent contractors and not agents or employees of the Orbitz companies, or the Orbitz affiliates. The Orbitz companies and the Orbitz affiliates are 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 therefrom. The Orbitz companies and the Orbitz affiliates have 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 expense, omissions, delays, re-routing or acts of any government or authority.Our records reflect that Dr. [redacted] received a message from [redacted] advising him that his outbound flight, scheduled to depart on March 2, 2018 with [redacted] Airline from Boston, MA to Sarasota, FL was cancelled due to the weather conditions. The customer contacted Orbitz in regards to the message received by the airlines. Our customer service agent confirmed through [redacted]’s website that Dr. [redacted] outbound flight was cancelled. We had advised to the customer that the flight status was not updated in our system by [redacted]. Since the flight purchased was a [redacted] Basic Economy fare (Refunds and any ticket changes, including same-day changes, are not permitted), we advised that we would need to contact [redacted] Airline to receive confirmation of the flight cancellation as well as receive an authorization to refund for the tickets. Due to the high call volume, Dr. [redacted] did not want to remain on hold while our agent obtain a waiver from the airlines to issue a refund.  We offered to call the customer back after speaking with the airlines. We received a call back from Dr. [redacted] in regard to his refund. We confirmed that a refund was processed and will issued by [redacted] Airlines to the original form of payment. We are advised to provide an airline refund processing time of 8-weeks. We had explained that we were unable to refund Dr. [redacted] return flight, scheduled to depart on March 10, 2018 because the flight was not cancelled by the airlines. The return flight was a  [redacted] Basic Economy fare (Refunds and any ticket changes, including same-day changes, are not permitted), if we cancelled the return flight, it would be considered a voluntary cancellation. The airlines will not authorize a refund. Due to the current situation, Orbitz cancelled Dr. [redacted] flight and issued a refund in the amount of $624.00 to the original form of payment, as a gesture of goodwill. Please allow 3-5 business days for the amount to reflect on the customer’s bank statement. 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 Customer Service

March 10, 2016Revdex.comComplaint Department – Orbitz.com Re: 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 Jen Berrios (Revdex.com case number [redacted]) regarding flight reservations. We understand the customer is requesting that Orbitz honor her Best Price Guarantee submission.Our records indicate on February 21, 2016, the customer booked flight and hotel vacation package – itinerary [redacted] – using the self-service tool on the Orbitz website. Travel is on [redacted] Airlines, departing July 2, 2016, from Miami, Florida to Punta Cana, Dominican Republic, returning July 9, 2016, for two passengers. Hotel accommodations are at the [redacted] – All Inclusive, checking in July 2, 2016, for seven nights. Round trip ground transportation for two passengers was booked in conjunction with this vacation package.Upon further research, we were able to confirm on February 23, 2016, that the customer submitted a Best Price Guarantee claim, which had initially been denied. Upon further review, Orbitz has decided to honor the customer’s request for the Best Price Guarantee, and on March 10, 2016, Orbitz processed a refund for the price difference in the amount of $190.00 back to the customer’s original form of payment. The time it takes to receive a refund depends on how quickly the customer’s credit company takes to process refunds. On March 10, 2016, Orbitz provided Ms. Berrios online Orbitz account with a $50.00 Orbucks Electronic Travel Coupon valid towards the future purchase of an E-Special Rate hotel reservation, either as a stand-alone hotel or in a vacation package.  The coupon will appear in the booking path for your next qualified reservation, and it is valid from one year from the date of issue.We hope that with the information provided, we have addressed all of the customer’s concerns and look forward to assisting them further with their future travel needs.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted]Tier 3 Customer Service

July 18, 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 Mark [redacted] (Revdex.com case number [redacted]) regarding a canceled reservation. We understand from Mr. [redacted] complaint he is requesting a refund for two canceled itineraries.Our records indicate on March 21, 2016 the customer self-booked a three night hotel reservation under itinerary [redacted] The reservation was at Riu Palace Cabo San Lucas All Inclusive, checking in on June 24, 2016, and checking out on June 27, 2016. This hotel reservation amounted to $730.80.On March 21, 2016 the customer utilized our online self-service tools to cancel his hotel reservation. Per the hotels cancellation and change policy, “Cancellations or changes made after 11:59 PM local hotel time, Tuesday, June 21, 2016 are subject to a hotel fee equal to 1 night(s) plus taxes and fees.” Due to the customer canceling the reservation prior to June 21, 2016 a full refund was automatically generated to Mr. [redacted] original form of payment.Our records reflect on March 27, 2016 the customer called self-booked a package reservation for one traveler under itinerary [redacted] The customer purchased a three night hotel reservation at Hotel [redacted], checking in on June 24, 2016, and checking out on June 27, 2016. The customers flights were operated by [redacted] Airlines, departing from San Francisco, CA to San Jose, Mexico on June 24, 2016 and returning on June 27, 2016. The customer also purchased a Roundtrip for Hotels in Cabo San Lucas - Shared Shuttle: Los Cabos Airport (SJD) for June 24, 2016. This package was protected by an Orbitz Vacation Waiver. The entire package amounted to $771.89.On March 17, 2016 the customer called Orbitz in regards to canceling his package. After reviewing the cancellation and change policy for each item in the customers package and the terms and conditions of the customers insurance, the agent was able to fully refund the hotel and shuttle portion of package.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Based on the [redacted] Airlines fare rules that the customer agreed to at the time of booking, the tickets were non-refundable with a change penalty fee of $200 per passenger would be charged if the tickets were to be reissued. In addition, the customer would be responsible for any difference in fare. Per the documentation the customer was advised that he would receive an airline credit with [redacted] Airlines. Please review the terms and conditions that were agreed to by Mr. [redacted] to at the time of booking below:• If you cancel your trip, you will receive a refund for all amounts paid, except for the cost of non-refundable air tickets. In most cases, the full amount of money paid for air travel will be returned in the form of a credit for future travel, subject to restrictions and limitations imposed by airlines. Airfare credits are typically limited for use by the named ticketed passenger, for use on the same airline, for a period of up to one year from the original ticketing date.We sincerely regret that we are unable to offer a more satisfactory response or resolution to Mr. [redacted] 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 Mr. [redacted] to complete the reservation online.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

Complaint: [redacted]
I am rejecting this response because: [redacted] is not telling the truth. I spoke to [redacted] CS Manager at [redacted] who informed me that [redacted] could make a change for a simple typo, but needed to be requested by Orbitz. I could not make the request myself. I spent several hours with Orbitz corp agents in Las Vegas ([redacted], and several others, but they all refused to help) they even assigned me a case number (e-[redacted]) and promised to follow up, but they never did!!!
Sincerely,
[redacted]

Dear Mr. [redacted],   The Revdex.com has shared your recent correspondence pertaining to usage of your [redacted].  It is my understanding that you contacted Orbitz Customer Service, and the agent was unable to assist you with using your [redacted].  You are requesting compensation...

of $150. I appreciate the opportunity to review and respond to your concerns.  We have forwarded your letter to the Director of our Customer Service Center for review. Clearly, our representative should have handled your inquiry more appropriately. Our Director will address this issue with the agent to ensure better service in the future.  I apologize for any inconvenience this may have caused.   Please know that future travel [redacted] is good for a prepaid Orbitz.com airline, hotel or vacation package booking.  After you purchased your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [redacted]@customercare.orbitz.com.  Please include your case number [redacted].  Orbitz will then issue a credit to the card used for the new booking.  This information was also provided when the [redacted] was issued on December 28, 2015.  Orbitz is not in a position to surrender your [redacted]; however, your [redacted] is good to use until December 28, 2016.  Mr. [redacted], we hope we have addressed all your concerns, and we hope you will provide us with a future opportunity to fully restore your confidence in our products and services.  Sincerely,  [redacted] Orbitz Customer Relations Chicago, IL

Dear Mr. [redacted], The Revdex.com has shared your recent correspondence pertaining to the expiration of your Orbucks.  I appreciate the opportunity to review your account and respond to your concerns. Upon reviewing your Orbucks account, I do see that $18.88 in Orbucks did expire...

on December 21, 2015. There is a difference between Orbucks earned due to the amount spent each month using your Orbitz [redacted] card, and Orbucks earned due to reserving a booking via our website. Orbitz [redacted] card holders will receive a lump sum of Orbucks based on the amount spent for each billing cycle.  These Orbucks will be updated to your account once a month, and do not hold an expiration date. Orbucks can also be earned by booking qualifying reservations via our travel website.  This is a program offered to all Orbitz customers no matter their credit card type.  Orbucks earned for a booking reserved, whether they are reserved with the Orbitz [redacted] card or not, do have a one year expiration date.  These Orbucks are separate from your [redacted] earnings.  The $18.88 in expired Orbucks was earned on Orbitz record locator [redacted].  This package was reserved on December 20, 2014, so they did expire on December 21, 2015.  These Orbucks were earned based on the price of your package, and are not affiliated with your [redacted] card earnings.  You have also reserved a new package for January 2016 under Orbitz record locator [redacted].  You earned $4.22 for booking this package, so these Orbucks do have an expiration date of January 2017.  Again, these Orbucks are not based on your [redacted] spend amount. Mr. [redacted], due to any confusion, the $18.88 in Orbucks have been added to your account, but they do hold a new expiration date of February 5, 2017.  I hope this better explains the different ways Orbucks can be earned, and whether an expiration date applies.  We do appreciate your business, and we look forward to serve you in the future. Sincerely, [redacted] Orbitz Customer Relations Tell us why here...

May 5, 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] complaint she is requesting a refund for a flight reservation. On May 5, 2016, we attempted to contact Ms. [redacted] to acknowledge receipt of the Revdex.com complaint but were but were unable to reach the customer.Our records indicate on April 4, 2016 the customer self-booked two one-way flight reservation using Orbitz.com for three travelers. The departing flights were operated by [redacted] Airlines, with flights from Orlando, FL to San Diego, CA departing on April 21, 2016. The return flights were operated by [redacted] Airlines, with flights from San Diego, CA to Orlando, FL returning on April 24, 2016. The customer also purchased “Orbitz Flight Protection Basic”We were able to locate a call from Ms. [redacted] to Orbitz. We were able to confirm that as of April 14, 2016 the customer called Orbitz to cancel the tickets for [redacted]. During the call the agent advised that the customer would not receive a refund for these tickets due to the non-refundable fare that was purchased at the time of booking. The agent also advised that if the customer would like to reissue this ticket at a later date for [redacted] there will be a $125 penalty for the departure ticket and a $125 penalty for the return flight along with any difference in fare. Orbitz is unable to authorize a refund or compensation.In regards to Ms. [redacted] insurance, If the customer is seeking further compensation we suggest she reach out [redacted] Travel to submit a claim. [redacted] 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

Dear Mr. [redacted],   The Revdex.com has shared with us your correspondence regarding your recent experience with Orbitz. It is my understanding when you contacted the Iron Gate Inn they advised they were overbooked and you were upset with the service you received when contacting our...

customer service regarding the situation. I appreciate the opportunity to review your account and respond to you.   On behalf of Orbitz, I would like to apologize for any frustration this has caused you.   Hotels, just like the airlines, do overbook and on occasion will exceed overbooking ratios.  This process is solely controlled by the individual hotels and or their representative companies.  On occasion we find these hotels are unsuccessful in closing their inventory allowing customers the ability to still book rooms. When these situations occur the hotel is responsible for finding accommodations for the guests they have inconvenienced. While we received confirmation from the property for your reservation, we were not notified of the overbooking.   Mr. [redacted], we also understand you were upset with the amount of time it took to receive your refund for the reservation. Please understand the refund was processed immediately, but we have no control of how quickly the bank or card company makes that credit available to the customer.   Please know we regret the service you received was less than satisfactory.  Comments such as yours are read by numerous people within Orbitz and help shape our policies and practices.  It is never our intent to inconvenience our clients and it is disheartening when our clients feel we have not met the standards to which we hold our organization and employees, as we attempt to provide the most efficient, quality customer service available.    We would like to assure you that your business is important to us; therefore, as a courtesy, we have provided your online Orbitz account with a $50.00 Travel Coupon that can be redeemed toward the future purchase of an Orbitz Special Rate Hotel either as a standalone reservation. The coupon is valid for one year from the date of issue and is immediately accessible within your account.   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

Dear Ms. [redacted], The Revdex.com has shared your recent correspondence pertaining to your hotel no show fee charges.  I appreciate the opportunity to review...

your account and respond to your concerns I have reviewed your reservation history to better understand the nature of your concerns.   You had a reservation to depart from Cancun on January 30 and received an alert from Orbitz that your flight was now leaving an hour earlier.  As the flight was departing at 135P, your alert stated the flight was now leaving at 1220p.  I contacted [redacted] Airlines on your behalf and they advised that there was a slight schedule change that your flight was now leaving at 120P, there was no notification that the flight was leaving at 1220p.  Also, please know these alerts come from the airlines directly.  At this time I cannot explain how this unfortunate situation occurred.  I apologize for any confusion this may have caused. However as a traveler it is the responsibility of the traveler to check their flight online for any last minute changes. The recommended arrival time at the airport prior to departure of international flights is 3 hours.  Because your flight was departing at 135p, you should have already been at the airport checking-in when you received your alert.  Please understand that flights can change, but you are still required to arrive at the airport as originally scheduled. As a gesture of our sincerity, Orbitz would like to offer you a $100 USD future travel voucher on your next prepaid Orbitz.com airline, hotel or vacation package booking.  Our voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needs. Here are the instructions for the future travel voucher: When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [redacted]@Orbitz.com.  Please reference case number [redacted] and my letter offering the $100 voucher in your request.  Orbitz will then issue a credit to the card used for the new booking.  This offer is valid for one year from the date of this letter, until February 4, 2017 Ms. [redacted], we appreciate your business and we hope you will provide us with a future opportunity to serve your with your travel planning needs. Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

Complaint: [redacted]
I am rejecting this response because:There were two important facts that were not accurately stated in the response. 1) On June 25 after receiving booking confirmation from Orbitz, I received a call from a lady who directly asked for credit card information. The lady failed to prove her identity as Orbitz agent so I told her I would call back. I did call back immediately and called again the day after within 24 hours of booking. Both agents confirmed the ticket was successfully booked. Then after about one week, I received an email saying the ticket was canceled without a reason. It was totally unexpected. So I had to call Orbitz again and understand why.2) I did not decline the offer from Orbitz. instead, the offer was made by one agent and backed out by another one. The story was, after I received the cancellation, I called Orbitz. One Orbitz agent offered me an alternative ticket with one stop. She told me the original non-stop ticket I bought has a price increase and it's beyond her authority to cover the price difference. To have someone with higher authority review the case, I had to escalate the claim. When I talked to the manager, he backed out the one-stop flight offer and refused to work on any solution.  Thank you for your time.
Sincerely,
[redacted]