Orbitz

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...

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