Orbitz

Complaint: [redacted]
I am rejecting this response because: the answer was not adequate or accurate.  I logged out of Orbitz after getting to the end and the system would not process my purchase. The price never changed on the screen. After making multiple attempts, I then called Orbitiz directly and was told that I was selecting a very popular round trip flight and there were only 3 seats left, so if I wanted the flights I could pay a higher fare over the phone. The higher fare never was reflected that evening on the Orbitz website.it would have been different if I just happen to be purchashing the tickets while the price was increasing, but the price on line didn't increase, that is my issue.Thank you.
Sincerely,
[redacted]

December 18, 2017Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted]Dear Revdex.com,Orbitz is responding to the consumer complaint from [redacted] Revdex.com case number [redacted]) regarding a flight reservation. We understand from the customers complaint they are...

requesting a refund of the amount charged to change the currency from USD to CAD.Our records indicate on December 5, 2017 the customer self-booked on Orbitz.com a hotel reservation using our website site for one traveler. The customer purchased a three night hotel reservation at the Hotel Arts, checking in on December 6, 2017, and checking out on December 9, 2017.We encourage  our customers who choose to book online themselves to carefully review the dates, cancelation policies, and other pertinent details pertaining to the reservation. 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. Orbitz is also a US based company. Due to this all of our hotels’ prices are shown in USD. Due to this we are unable to refund for any currency charge that the customer sustained.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,[redacted]Corporate Customer Service

June 19, 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, Inc. 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. [redacted] complaint that he attempted to book a flight on our website but received an error message that stated the booking could not be completed at the time. He stated that the price he viewed on our site was cheaper than the actual airline and he wanted to book at that price. He contacted our office for assistance but, we were unable to complete the booking at the price that Mr. [redacted] viewed initially.
Though our website is updated as quickly as possible, as options sell out the pricing and availability are subject to change and the itinerary is not guaranteed until booked, confirmed and ticketed.
While we understand Mr. [redacted] concerns, we do not see any error by Orbitz and as a result, we are unable to honor his request.
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

January 20, 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] (Revdex.com complaint [redacted]) regarding a refund for a best price guarantee on a package. Our records show on December 08, 2016, Ms. [redacted] self-booked an Orbitz.com hotel reservation via booking number [redacted] with a trip start date of July 18, 2017. We understand from Ms. [redacted] complaint, she booked her reservation and was advised to submit a best price guarantee case. After submitting her case, Ms. [redacted] mentions she was denied a refund and never received a response on why her claim was denied. The customer is requesting a refund of the difference between the amount she paid and the amount of the lower package she found on another site. The difference which we have confirmed on our site is for the amount of $353.75USD. Upon researching the customer’s complaint, we can confirm that on January 03, 2017, when Ms. [redacted] brought this matter to our attention, a refund was processed back to her card in the amount of $353.75. Orbitz’s goal is to provide an exceptional customer experience. We do regret any inconvenience she has encountered in resolving this matter. As a refund has been given to the customer and the issue has been resolved to Ms. [redacted] desired outcome, Orbitz considers this matter closed. 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

February 3, 2017Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O-133432Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from Araseli [redacted]. We regret to hear Ms. [redacted] did not accept our response and/or resolution offered.After further research of the customer’s account we are able to verify that Ms. [redacted] self-booked her flight reservation and was sent the confirmation email at 9:00 PM. Ms. [redacted] opened the confirmation email on December 25, 2016 at 9:02 PM. As the customer purchased the itinerary herself for the specified times and also reviewed the confirmation email multiple times prior to travel we are unable to refund Ms. [redacted] for her unused reservation.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,Hayden [redacted]Tier 3 Customer Service

April 9, 2018 Revdex.com Chicago and Norther Illinois Complaint DepartmentRE: 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 airline seat assignments. We understand [redacted] is requesting a refund.Our records show on March 18, 2018 Wendy Accola or a person authorized by her, booked a package for four people via the Orbitz website including roundtrip flight with [redacted] Canada from Chicago to Punta Cana on March 25, 2018, returning on March 31, 2018, two Junior Suite with Indoor Jacuzzi - Super Saver - Book NOW! for five nights with the [redacted] Punta Cana All Inclusive checking in on March 25, 2018, and roundtrip private minivan transfer between the airport and hotel for $4071.24.On March 21, 2018 we received a call from our customer requesting assistance with selecting seats for the return flight. However, the [redacted] Canada website advised for the fare purchased seat assignment is not guaranteed, seating preferences are taken by the airline as a request only, and it was not possible to request the seat assignment further than they had already been requested.The airline provides their policy here: http://www.aircanada.com/en/travelinfo/traveller/seatselection/index.htmlWhen booking on our website, in the section for “Seat requests, frequent flyer, redress and more” we advise “Seat selections are requested from the airline but cannot be guaranteed.”If our customer continues to select specific seats a flight map is shown, which is provided by the airline, based on the equipment for which the airline advises they will be operating for the flight. Orbitz.com is a third-party website that offers travel items for sale from vendors such as airlines. According to the Terms of Use for our website, we do not take liability for errors or omissions made by the vendors in the content they provide. We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,[redacted]Corporate Customer Service

February 25, 2017
 
Revdex.com
Complaint Department - Orbitz
 
Re: Orbitz Case #: [redacted]
 
Dear Revdex.com,
 
Thank you for taking the time to contact Orbitz regarding an issue from our customer.  We appreciate the Revdex.com allowing us to...

address the comments and concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Orbitz is responding to the consumer complaint from [redacted] (Revdex.com complaint [redacted]) regarding the customer service issue and refund request. 
 
Our records show on October 19, 2016, Ms. [redacted] self-booked an Orbitz.com flight reservation with [redacted] Airways via booking number [redacted] in the amount of $1,297.70. We understand from Ms. [redacted]’s complaint, due to poor service provided by the airline, her return flight was missed which caused an unexpected expense and is requesting compensation.
 
Upon researching the customer’s complaint, we can confirm on January 7, 2017, when Ms. [redacted] brought this matter to our attention, Orbitz contacted [redacted] Airways at the airport counter as was advised they were going to provide assistance to Ms. [redacted] with the missed flight since there was an error on their part.
 
Orbitz’s acts only as a third party intermediary for airlines, hotels and cruises and must abide by the terms and conditions set by that particular vendor. Based on the information provided above, we are unable to honor Ms. [redacted] request for compensation.
 
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

November 15, 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 charges sustained due to the cancelation of the flight reservation.Our records indicate on March 24, 2016 the customer self-booked a flight reservation using Orbitz.com for two travelers. The flight reservation was operated by [redacted] Airlines, with flights from Milwaukee, WI to Atlanta, GA departing on October 15, 2016 and returning on October 19, 2016.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. As a result, we strongly recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policies. The customer booked one roundtrip ticket with [redacted] Airlines who was the merchant of record, and the companies that charged the customer’s credit card. We hope you understand we have to abide by their rules and regulations.Per the customers confirmation email:Your flight booking is with a low cost airline and can only be changed or cancelled by contacting the airline directly. For convenience, you can select the airline from our online check-in page . Please note that Orbitz may not be advised if you change or cancel your flight with your airline directly, or if the airline makes any changes to your flight schedule. These changes may not be reflected in your Orbitz Itinerary, so please ensure that you also print out any subsequent itinerary change emails you receive directly from the airline.Due to this we advised the customer to contact [redacted] Airlines directly if she is requesting additional compensation. 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

February 06, 2017 Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Orbitz Case [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from Ms. [redacted]. Orbitz, Inc. is once again responding to the consumer complaint from Ms. [redacted] regarding a best price guarantee refund request. Orbitz would only refund if it was determined that the two bookings were exactly the same. The customer was previously advised no refund would be provided. I also verified the details regarding the claim. Once again we suggest the best price guarantee rules are reviewed. No refund will be provided to Ms. [redacted]. Orbitz has reviewed all of the customer’s concerns in an attempt to resolve the case to the customer’s satisfaction. We have once again determined no refund will be provided to Ms. [redacted]. As previously mentioned, Orbitz has already provided a hotel coupon for any future booking even though her booking did not qualify for best price guarantee. Ms. [redacted] may also contact Orbitz if they wish to learn more. At this time we have no other option than to ask the Revdex.com to close this case. 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 25, 2017
 
Revdex.com
E.com - Alaska, Oregon & Western Washington / E.ca - Mid-Western and Central Ohio
Complaint Department
 
Re: Expedia Case #: [redacted]
 
Dear Revdex.com,
 
Thank you for forwarding the Revdex.com Consumer Rebuttal from our client, [redacted] We regret to hear that the customer did not accept our response and/or resolution offered.
 
We have further researched Ms. [redacted] complaint (Revdex.com case number [redacted]) regarding foreign transaction conversion fees.
 
As previously stated, Orbitz operates only as a third party booking intermediary for travel vendors.  Pricing is set by the vendors, who are the merchants of record, regardless of what country the purchase was initiated in.  In the case of Ms. [redacted] flights, [redacted] Airlines is a foreign retailer and the company she made the purchase of service from.
 
There are generally two types of fees that customers can be charged, when purchasing goods or services from a non-US Retailer;
A Foreign Transaction Fee, when charged, is added to the customer’s transaction by the bank that issues their credit card, for their part in handling the transaction with a foreign business. 
A Currency Conversion Fee, which may be added by the customer’s card payment processor, such as Visa or MasterCard. 
Both of these fees are not part of the initial transaction and Orbitz has no part in placing the charges or any way of determining if the customer’s bank and card processing company charges these fees, as part of their contract with the customer.  There are banks and issuers that have cards with no foreign transaction fees that customers who travel or shop internationally may wish to look into.  Ms. [redacted] may also want to contact her bank and check into whether they would be willing to drop the fee as a courtesy.
As these fees are between the customer and the terms of her contract with her bank card issuers, we do not feel Orbitz is responsible for providing compensation in this matter.  The cost of her actual flight services were correctly charged by the airline and in keeping with the amount of her itinerary.
We apologize to the customer for the inconvenience this situation has caused. 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
Expedia, Inc.

August 16, 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 [redacted] (Revdex.com case number [redacted]) regarding a hotel reservation. We understand from Mr. [redacted] complaint he is requesting a refund due to best price guarantee.Our records indicate on August 1, 2017 the customer self-booked one-way flight for one passenger on Orbitz.com. The customers flights were operated by  [redacted] Airlines, departing from Doha to Beirut on August 4, 2017. This flight reservation totaled $296.85.On July 13, 2017 the customer submitted a best price guarantee claim for a hotel totaling $10.58. After reviewing the claims we understand that some claims were denied due to the lower rate not be available at the time of validation. We apologize for any inconvenience this lapse in time may have caused. We would also like to apologize for the customer service issues experienced in trying to obtain a price match of the reservation. We would like the customer to know that every reservation is important to us and our main goal is to provide a smooth and pleasant experience to our members.Per the Best Price Guarantee terms and conditions that were agreed to upon submitting the claims:Three (3) sets of $50 in Orbucks as the result of a Price Guarantee claim per customer per calendar month (regardless of the number of accounts used by the customer or the number of bookings made by the customer).The customer has already received three sets of $50 in Orbucks for the month of August 2017. Due to this we are unable to issue any additional Orbucks for this account.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Corporate Customer Service

Complaint: [redacted]
I am rejecting this response because:I am glad Orbitz realized their mistake. But that doesn't change the fact that I spent many hours on the pohone with incompetent reps who couldn't figure this mistake out. I don't care much about the $18 difference in rebooking fees as much as I do about the frustrating experience I faced due to poor customer service. I will not consider this matter closed until Orbitz waives the rebooking fee completely for wasting my time and effort. Please advise if they can do this before I take this to small claims. Thank you. 
Sincerely,
[redacted]

January 5, 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 [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from Mr. [redacted] complaint he is requesting a partial refund for an unused flight reservation Our records indicate on October 31, 2016 the customer self-booked two round trip flight reservation using Orbitz.com for one traveler. The flights were operated by [redacted] Airways, with flights from Boston, MA to Bilbao departing on December 3, 2016 and returning on December 8, 2016.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. As [redacted] Airways was the merchant 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, the tickets were non-refundable.On December 8, 2016 the customer contacted our customer service and spoke to an agent who advised him that the airlines marked the customers return flights as a “no-show”. Due to this the customer retains no credit for his return flight. On December 28, 2016 Orbitz reached out to [redacted] Airways to advocate on Mr. [redacted] behalf. They advised that they will research the matter and contact the airport. They advised that we call back in a couple days to be advised of the resolution. On January 5, 2017 we again contacted [redacted] Airways to request a refund of the reservation. They advised that another follow up email was sent to the airport and to contact them back in a few days. 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

June 23, 2017
Revdex.com
Complaint Department – Orbitz
Re: Orbitz Case #: [redacted]
Dear Revdex.com,
Thank you for taking the time to contact Orbitz regarding an issue from our customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which...

have been brought to our attention.  Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding rental car reservations. We understand the customer is stating they have been unable to select specific pickup and drop off times for the rental car when booking a car and hotel package and are requesting compensation due to this.
Our records indicate that on June 21, 2017, the customer booked hotel and rental car package reservations – itinerary [redacted] – using the self-service tool on the Orbitz website. Hotel accommodations were at the [redacted] Hotel Los Angeles Commerce Casino, checking in July 7, 2017 for three nights. The rental car reservations were with Alamo Rent A Car for pick up on July 7, 2017, and drop off on July 10, 2017, for a compact size car.
Upon further research, Orbitz confirmed that on June 22, 2017, the original car booking was canceled with a full refund in amount of $178.02 for the car portion of the package, and a new reservation was created – itinerary [redacted] – for the customer’s desired pickup time of 8:00AM on July 7, 2017, and drop off time of 1:30PM on July 10, 2017. As the amount of the new car reservation was $237.06, Orbitz processed a refund in the amount of $59.34, bringing the new rate to $178.02, which is the amount for the original car booking. The amount of time it takes to receive the refund will depend on the customer’s specific banking institution.
Regarding Ms. [redacted] rental car booking from May 2017, Orbitz was unable to locate the booking with the information provided, and request that Ms. [redacted] provide the email address and itinerary number associated with the booking so that we may further research her request.
Orbitz strives to offer the best customer experience in the industry by way of our website as well as our Customer Support Representatives. Our goal is to provide outstanding service and customer feedback such as Ms. [redacted] is an essential tool in achieving that goal. We appreciate the time she took to provide Orbitz with her comments and we have passed her feedback onto our site team for possible future site enhancements.
Please accept our apologies in regards to Ms. [redacted] recent travel experience. We regret any inconvenience that may have occurred and would like to assure her that her business is important to us. Despite her recent experience, we encourage her to continue to use Orbitz for her future travel arrangements.
We hope that with the information provided, we have addressed all of the customer’s concerns and look forward to assisting them further with their future travel needs.
If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
 
[redacted]
Tier 3 Customer Service

August 7, 2017
 
Revdex.com
Complaint Department - Orbitz
 
Re: Orbitz Case #: [redacted]
 
Dear Revdex.com,
 
Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] (Revdex.com complaint #[redacted]5) We regret to hear Ms. [redacted] did not accept our response and/or resolution offered.
 
Orbitz’s goal is to provide an exceptional customer experience. The customer stated no coupon was found on account and is requesting a cash refund instead.
 
After further research we can confirm that Ms. [redacted] account, where the original reservation was booked in, currently has a $125.00 coupon that expires on October 31, 2019. We can also confirm any promotion, discount or coupon Orbitz offer, whether is something found online or provided by one of our agents, does not cover taxes and fees regulated by the government.
 
Further research shows, Orbitz has advocated on Ms. [redacted] behalf by requesting a refund from [redacted] Airlines, which again, was denied.
 
Orbitz continues to stand by our original reply. Orbitz did not process any charges to the customer’s credit card so is unable to process any refunds due to an airline initiated schedule change; therefore a refund or further compensation requested by Ms. [redacted] cannot be 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]
Corporate Customer Service

October 4, 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 Sergei Burtsev (Revdex.com case number [redacted] regarding a package reservations. We understand from the customers complaint they are unhappy about the Best Price Guarantee claim being denied.Our records indicate that on September 20, 2016 the customer purchased a seven night hotel reservation at [redacted] Imperial Maya All Inclusive, checking in on November 26, 2016, and checking out on December 3, 2016. The customers flights were operated by [redacted] departing from Boston, MA to Cancun on November 26, 2016 and returning on December 3, 2016.Orbitz offers our Best Price Guarantee policy as a benefit to our customers. The benefit is that we will match the price if a lower price is found online. There are many terms and conditions with the Best Price Guarantee policy. Some of the terms are as follows:• For flight and hotel bookings the lower price must be found and submitted within 48 hours of purchase• The Best Price Guarantee claim must be submitted online• The Best Price Guarantee is available only for exact itinerary matches.• For example, the specific airline and cabin class (First, Business, Premium Economy or Coach/Economy), hotel (including room type) including the exact same dates and times of travel or service as booked through Orbitz.com.The full terms and conditions of the Best Price Guarantee can be found at the link below.https://www.orbitz.com/p/info-other/guarantees On September 22, 2016 the customer submitted a best price guarantee claim for their package reservation. On September 26, 2016 the customers claim was denied due to the customers hotel portion of the screenshot showing a different room type then what was purchased. After further review of the customers claim we have decided to honor the customers claim as a one-time courtesy. As the customer has not utilized his booking we request the customer to call customer service post-stay so we may issue his refund of $239.20 and $50 worth of Orbucks. When contacting our customer service we suggest the customer provide our agent with the case number at the top of the letter to expedite the request.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

June 23, 2017   Revdex.com Chicago, Illinois Complaint Department Re: Orbitz.com Case #: [redacted]   Dear Revdex.com,     Thank you for taking the time to contact Orbitz.com regarding an issue from our customer.  We appreciate the Revdex.com allowing us to...

address the comments and concerns which have been brought to our attention.  Orbitz.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 [redacted] (Revdex.com case number [redacted]) regarding a flight reservation.  We understand Ms. [redacted] is requesting that Orbitz.com honor the original price.  On June 20, 2017, we received receipt of the Revdex.com complaint.   Our records reflect on June 20, 2017, the customer self-booked a flight reservation for [redacted] [redacted] [redacted]. Travel was on [redacted] Airlines operated by [redacted] Airlines, departing August 31, 2017, from New York to Venice, Italy; and returning on September 5, 2017, from Venice, Italy to New York, via itinerary number [redacted]. The customer is stating that the flight was confirmed; however the customer received an email from Orbitz.com advising that the flight was not. The customer is stating that Orbitz.com will not honor the original cost for the flight.   Upon further researching this matter, we can confirm on June 20, 2017, the airline sent a notification advising that the airline could not confirm the reservation. An automated email was sent to the customer. On that same day the customer contacted Orbitz.com regarding the flight cancellation.   Orbitz.com advised the customer that the airline did not acknowledge the flight or the fare and that the price for the flight was higher. The customer declined to pay the additional cost and requested that Orbitz.com to honor the original cost. Orbitz.com advised the customer that we could not and offered to refund the booking fee of $10.00 since the reservation was not charged.   Orbitz.com works from a live inventory and prices and/or availability can fluctuate.  The flight reservation is not confirmed, until it is ticketed.   Orbitz.com serves as a third party intermediary with travel providers such as hotels, car rental agencies, and airlines and is subject to the rules and restrictions of those providers. [redacted] Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. We must adhere to the airline’s policies.   Furthermore, at the time of the booking, the customer agreed to Orbitz.com Terms of Use. Our Terms of Use explicitly provides:   SUPPLIER RULES AND RESTRICTIONS Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.   You understand that any violation of any such supplier's rules and restrictions may result in cancellation of your reservation(s), in your being denied access to the applicable travel product or services, in your forfeiting any monies paid for such reservation(s), and/or in our debiting your account for any costs we incur as a result of such violation.     Based on the above, Orbitz.com is unable to honor the original cost for the flight. The customer can book the reservation at the current price.   We thank you for allowing us the opportunity to address the issues that were brought to our attention.    Sincerely,   [redacted] Corporate Customer Service

January 24, 2018
Revdex.com
Complaint Department –
Re: Case # [redacted] [redacted]

Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer Rebuttal from Mr. [redacted] We regret to hear Mr. [redacted] did not accept our response.
Orbitz is responding to the consumer complaint from Jesse [redacted] (Revdex.com case number [redacted]) regarding a refund for a non-refundable hotel booking. We understand from Mr. [redacted]’s complaint that he is requesting to cancel his hotel reservation and receive a refund due to the Malaria Virus is prominent in the hotels location and Mr. [redacted] is allergic to the required medication.
We have further reviewed Mr. [redacted]'s complaint and after giving the matter our full attention we continue to stand by our previous response wherein we advised that we are unable to honor Mr. [redacted]'s request of a refund for a non-refundable hotel reservation.
Our records reflect that on December 28, 2017, Mr. [redacted] self-booked a 23 night hotel stay for one guest, at the Hotel Costa Linda, checking in on January 23, 2018 and checking out on February 15, 2018.
The hotel cancellation and change policy was advised and agreed to while booking online:
The room/unit type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded. No refunds will be issued for late check-in or early check-out.
Furthermore, when finalizing the reservation on Orbitz.com, Mr. [redacted] agreed to the following Terms of Use:
The carriers, hotels and other suppliers providing travel or other services are independent contractors and not agents or employees of the Orbitz Companies. Orbitz Companies 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 there-from. Orbitz Companies 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 have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
In no event shall the Orbitz Companies, the Orbitz Partners and/or their respective suppliers be liable for any direct, indirect, punitive, incidental, special or consequential damages arising out of, or in any way connected with, your access to, display of or use of this Website or with the delay or inability to access, display or use this Website (including, but not limited to, your reliance upon opinions appearing on this Website; any computer viruses, information, software, linked sites, products and services obtaining through this Website; or otherwise arising out of the access to, display of or use of this Website) whether based on a theory of negligence, contract, tort, strict liability, consumer protect protection statutes, or otherwise, and even if the Orbitz Companies, the Orbitz Partners and/or their respective suppliers have been advised of the possibility of such damages.
Our representatives made several attempts to advocate on Mr. [redacted]’s behalf to receive authorization to issue a refund and on January 4, 2018, the hotel manager agreed to waive the penalty fees if the customer agrees to change the dates of his hotel stay. The hotel will not waive the penalty fees if Mr. [redacted] decides to canceled his hotel reservation.
Based on the above, we cannot issue a refund for the hotel reservation. The terms and conditions were expressly advised and agreed by Mr. [redacted] at the time of booking. Orbitz has no authority to override a hotel’s policy. 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

Complaint: [redacted]
I am rejecting this response because:I told your agent not to cancel my hotel room if she could not refund me for the flights. I see no reason to continue any services if we have no place to sleep. You are a shady company which doesn't set forth your terms in an easy manner. I will NEVER use your company or your services again. Your last agent informed me there is no credit and yet, somehow you are telling me there is but we will have to pay how much to use our tickets? You have the worst set up available. I am requesting a full refund as I never want anything to do with you again and I will recommend that none of my family and friends use your services. Word of mouth is very big for business as well as the reviews which are terrible. 
Sincerely,
[redacted]

October 13, 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 Eugene [redacted] (Revdex.com case number [redacted]) regarding his Orbucks. We understand from Mr. [redacted] complaint he is requesting a refund of 4.26 Orbucks.Our records indicate on October 3, 2016 the customer booked a hotel reservation for a one night stay at the iSanook Residence checking in on November 16, 2016 and checking out on November 17, 2016. The customer used 32.15 Orbucks to pay for the reservation.Our records confirm that the customer canceled the reservation the same day and was refunded 32.15 Orbucks. We are able to confirm that a new reservation was booked the same day. After further reviewing the customers loyalty rewards we are able to confirm that on October 4, 2015 the customer was provided 4.26 Orbucks.When Mr. [redacted] canceled his first reservation 4.26 Orbucks immediately expired. After further review we are able to confirm that due to a system error the customers Orbucks expired early. Due to this as of October 13, 2016 Orbitz has added 4.26 Orbucks to Mr. [redacted] account.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