Orbitz

March 2, 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 2, 2016, Ms. [redacted] self-booked an Orbitz.com flight reservation with [redacted] via booking number [redacted] in the amount of $1,265.65. We understand from Ms. [redacted]’s complaint, due to price issues she was forced to cancel the flight reservation and receive an airline future travel credit (FTC). The customer also stated due to poor service by Orbitz customer support and higher rates in flights, she has not been able to use her credit and is requesting for it to be refunded back to the original form of payment.
 
Upon researching the customer’s complaint, we can confirm on October 17, 2016, when Ms. [redacted] brought this matter to our attention and canceled the flight reservation, one of our customer service supervisors advised the credit would be provided by [redacted] and not Orbitz.
 
Further research shows, on February 14, 2017, when Ms. [redacted] requested to use the airline credit but due to the rates provided by the airline were not as low as the ones she had found online, no flight was booked and airline credit remained with the airline.
 
Orbitz’s acts only as a third party intermediary for airlines, hotels and cruises and must abide by the airline rates and the terms and conditions set by that particular vendor. When a future travel credit is being utilized, the airline that holds the canceled ticket provides the available rates therefore Orbitz is unable to modify them.
 
[redacted] fare rules provided to the customer at the time of booking state the credit is valid for one year from the date of issue and all travel must be completed within the validity period. Based on the information provided above, we are unable to honor Ms. [redacted]’s request for a refund.
 
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

Dear Ms. [redacted], The Revdex.com has shared your recent correspondence pertaining to the issues you encountered with your [redacted] Airlines flight, and your refund requests.  On behalf of Orbitz, I apologize for your disappointing experience, and I appreciate the opportunity to...

review your account and respond to your concerns. Upon receiving your correspondence, we have verified this issue was resolved on March 1, 2016. One refund in the amount of $482.70 and a second refund in the amount of $106.30 was processed back to the original form of payment. The time it takes to post the refund to their account depends on how quickly your credit card company processes refunds, which is generally within 3-7 business days.We thank you for allowing us the opportunity to address the issues brought to our attention.  We do appreciate your business, and hope that we have a future opportunity to serve you in the future.Sincerely,[redacted]Orbitz Customer Relations Tell us why here...

Initial Business Response /* (1000, 5, 2015/06/30) */
Dear Mr. [redacted],
The Revdex.com has shared your recent correspondence pertaining to price fluctuations and the Best Price Guarantee program. I appreciate the opportunity to review your account and respond to your concerns.
From your...

complaint, you recently reserved two hotel rooms via the website for Econo Lodge Silver City. After the reservations were made, you found the rate lower on the hotel's website; you believe that the Best Price Guarantee policy should be, in effect. This, however, was not the case. Furthermore; your perception of Orbitz has become discontented due to the service you have received.
Mr. [redacted], I do understand your concern; travel can be a hectic experience, and Orbitz does try to meet the expectations of our customers with reliable information along with retailers.
Orbitz certainly understands the disappointment that occurs when a customer sees a rate decrease for a reservation they have already booked. Unfortunately, as the booking agency, we have no control over hotel's rates and availability.
Over several years, Orbitz was pleased to provide thousands of customers with refunds under our Price Assurance program for both hotels and for airline tickets. We very much appreciate that Price Assurance rewards have endeared to us many customers over this time.
Orbitz has combined the remaining programs; Price Assurance, Low Fare Promise and Low Price Guarantee. The effective date was October 17, 2013. The re-branded program is known as Best Price Guarantee. Under the terms and conditions of the program, the price difference must include a screen shot and or reference to valid the price difference.
If the claim is approved, you would receive the difference in Orbucks, not a refund.
We do regret you consider this particular point of Best Price Guarantee to be "fine print" but we do feel we make it very clear in our marketing and advertising of the stipulation regarding the monetary reward.
Currently, you are not an Orbitz Rewards member; if you join the program, I will honor the claim amount of $44.59, as you have stated in your complaint. Additionally, as a new member, I will offer the bonus amount of $50.00.
Therefore, the total amount of Orbucks would be $94.59.
We take our customers' comments very seriously, and I thank you for your honest feedback albeit the result was not what you were expecting.
Mr. [redacted], we thank you for bringing this matter to our attention. Your business is truly valued, and we hope you will provide us with a future opportunity to serve you with your travel planning needs.
Sincerely,
[redacted]
Orbitz Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/07/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The $44.59 was per room per night. For two nights. As a customer this is a cheap way to pretend to honor your guarantee. (with orbucks) You were not even willing to refund the first night even though the hotel was willing to refund it to orbitz. The point of the complaint is that your "small print" is hidden from your customers as we actually make the booking. You can find it, but you have to search it out. As a customer this shows a giant lack of integrity as a company. If you're not willing to honor the refund I understand, but this complaint will remain with your company. However if you would like to call the hotel directly to confirm their rate you may. You may speak with [redacted] or the manager [redacted] in reference to the offer they have made for me, [redacted], and my company, Four Rivers. (They will honor $79.99 plus tax while you were charging $1XX-XXX I believe.) The direct line to the hotel is XXX-XXX-XXXX. Make your guarantees a little clearer please to avoid unhappy customers and a poor reputation. Your pretense at integrity is poorly understood. Integrity is doing the same in the darkness where it is hidden as you would do in the light where it is known. Sincerely, [redacted]
Final Business Response /* (4000, 9, 2015/07/07) */
Dear Mr. [redacted],
Thank you for your recent response regarding your experience with Orbitz. I am sorry for your continued frustration in this regard.
As I understand, the issue was not the Best Price Guarantee as much as the refund.
According to the documentation, Orbitz did process the refund on June 29, 2015 per the authorization of the front desk person, [redacted], which you have referenced in the correspondence.
Please allow 3 to 5 days for the credit to appear on the statement.
My previous offer regarding the Orbucks is still valid; Orbitz does not price match, and the Orbitz Rewards program does not offer any type of credit to the credit card as a refund for the Best Price Gurarantee.
Mr. [redacted], thank you for the opportunity to revisit your situation. We do value your business and hope to have a future opportunity to serve you with your travel planning needs.
Sincerely,
[redacted]
Orbitz Customer Relations

July 11, 2016 Revdex.com Complaint Department – Orbitz Re: Orbitz Case #: O-[redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret to hear that Mr. [redacted] did not accept our response and/or resolution offered. Orbitz reviewed Mr. [redacted] online booking session on July 5, 2016. The online booking session did display the fare rules associated with the booking prior to Mr. [redacted] completion of the booking, which stated: Tickets are non-refundable and non-transferable. A fee of $200.00 per ticket is charged for itinerary changes. Name changes are not allowed. Mr. [redacted] will retain a flight credit of $466.20 per passenger for a total of $932.40 on [redacted] Airlines for one year from the original ticket issue date. At the time the customer rebooks their reservations, an airline incurred change fee of $200.00 per ticket, plus any increase in airfare will be collected. The actual cost of the airline ticket was charged by the carrier directly, in this case [redacted] Airlines. Please note that Orbitz serves as a third party intermediary for travel providers such as hotels, car rental agencies, and airlines, and as such we must abide by and enforce the terms and conditions set forth by the suppliers with which we work.   Orbitz makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasing. We provide your selection details on several pages for your review including the final payment screen. When acting as their own travel agent it is each customer’s responsibility to review the details of their itinerary prior to finalizing any reservation.   Given the above, we are unable to offer the customer any additional compensation. Thank you for allowing us to address this matter further.  As this matter has been resolved and no additional information has been provided, we respectfully request the Revdex.com close this case. 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:"We are responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]" and "Upon receiving the Revdex.com complaint, we tried to call [redacted] to speak to her directly, to contact the airline to see if they would provide other options."To my knowledge, these statements are untrue. I have received no calls other than personal contacts within this time frame. They have not reached out in any form. All contact has been me making the contact. "All our agents who handle English speaking customers speak English fluently, and often speak multiple languages as required for their job positions. With respect, all persons sound as though they have an accent when speaking to any other person from a different region. If one agents accent is difficult for a customer to understand transfer may be requested. We have agents in multiple regions."I asked on each occasion to be transferred to a different region. I was told that it was impossible. Each time that I called, I was routed to Indian speakers. This dialect of English is difficult to understand. Because of the way that they handled English, which isn't their first language, I could not ascertain if I was communicating, meaning being understood. I know that I had difficulty understanding them. Orbitz has not tried to contact and that is why I have reached out to Revdex.com. It is a company which I will choose not to use in the future.[redacted]
Sincerely,
[redacted]

September 5, 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 Marina Perez (Revdex.com case number [redacted] regarding a flight reservation. We understand from the customers complaint she is requesting the ability to use her flight credit.Our records indicate that on May 9, 2016 the customer self-booked two one-way flight reservations. Both the customer departure and return flights were operated by [redacted] Airlines. The customers departure flights were scheduled to depart from Sacramento, CA to Orlando, FL on August 29, 2016. The customers return flights were scheduled to return from Orlando, FL to Sacramento, CA on September 1, 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 two one-way tickets, both with [redacted] Airlines as 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.On “Trip Summary” page prior to inputting the credit card details there was a section titled “Important Flight Information” below it stated, “Your flight is a combination of two one-way fares, each subject to its own rules and restrictions.” Furthermore the customer was advised of the following concerning the departure and the return flights, “Tickets are non-refundable 24 hours after booking and non-transferable. A fee of $200.00 per ticket is charged for itinerary changes.” As we understand from Ms. [redacted] complaint the flight was canceled due to a medical emergency. To request a refund we suggest the customer contact [redacted] Airlines directly. Please follow the link below to submit a refund request.https://prefunds.aa.com/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

June 13, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O-[redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought...

to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from Ms. [redacted]’s complaint she is requesting a full refund of his flight reservation.Our records indicate on April 3, 2016 the customer self-booked a one-war flight reservation that was operated by [redacted], departing from Sapporo to Boston, MA on April 15, 2016.We are able to confirm that this issue was resolved as of June 9, 2016 when the customer called Orbitz to receive assistance refunding the additional expenses sustained after purchasing new tickets. At that time our corporate agent refunded the difference between what the customer agreed to pay when initially exchanging the ticket on April 10, 2016 and what she paid at the [redacted]port due to the tickets not being successfully exchanged. The total amount refunded was $4,906.69. The time it takes the refund to post to the customer’s account depends on the time it takes the Ms. [redacted]’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

August 2, 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 emails. We understand from Mr. [redacted] complaint he is requesting a stop to daily emails.Our records indicate on June 22, 2016 the customer booked a flight reservation through Orbitz.com. Upon booking this reservation the customer registered his email address for a guest account. As of August 2, 2016 Orbitz has requested to remove your email address from receiving promotional email.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

August 1, 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 customer service issues. We understand from the customers complaint she is requesting a refund of her flight reservation due to difficulties checking in for her reservation.Our records reflect that on June 22, 2017 the customer self-booked two one-way flight reservations. The customers departure flights were operated by [redacted] Airlines and were scheduled to depart from Washington, DC to Los Angeles, CA on July 27, 2017. The customers return flights are operated by [redacted] and scheduled to return from Los Angeles, CA to Washington, DC on August 17, 2017. The customer also purchased insurance.We understand that the customer is upset about our agent stating “bear with me”. From our understanding the customer requested to speak to a supervisor. Due to that the agent must place the customer on hold to contact a supervisor. We apologize about to confustion.As [redacted] Airlines and [redacted] are the merchants of record and the company that charged the customer’s credit card the customer must check in for her flight on their website. Unfortunately, Orbitz’s website does not have the ability to allow customer to check in for their reservations on our website.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 fare rules Ms. [redacted] agreed to at the time of booking, the tickets were non-refundable. Due to this we are unable to authorize any compensation.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:This is very very irritating this whole back and forth. We spoke in the morning about this situation we spoke about you wanting to refund my flight with ought any prior permission and or authority to do so. We spoke in regards to Orbitz charging me $1,401 more then the agreed upon amount this has nothing to do with soft charges and pending charges I didn't have any knowledge about this transaction Orbitz as a whole has no authority to do so and a soft charge on the account should still be in the limitsof the full amount agreed upon at the purchase of the trip. Orbitz customer relations is just pushing me to take a voucher again and again't it started on the phone from a supervisor for 25$ it turned very quickly to 75$ and now once again you have raised it. I really don't like being treated like a dirty rag trying to be sent out to the cleaners in the fastest and cheapest way possible.       The issue at hand is Orbitz not having any right to charge me $1401 more then agreed upon even if it is temporary. Doing so but me in overdraft. Unlike you I don't make 100k a year so my account isn't full with money going into overdraft puts me in a position where I get fined from the bank ( it's a very fun feeling) go explain to the bank it's only 3-5 businessdays.       It'seems like me stealing money from a bank after 3-5 business days bringing it back and telling them.. oooo I was just checking what 5K cash felt like in my hands now let me give it back. Just like I have no right with ought permission to take money from anyour person or business with ought any agreement or permission before hand. Orbitz shall not be qualified to do so either. I agreed to be charged 1 time 1 charge of $2323 not 1 different charges on different days for $1862.65 any way you turn it or twist it its breech of contract and theft even if it was money that was pending then put back if I didn't known or agree to it and it doesn't say anything about it on my recipts or terms and conditions on Orbitz contracts then you cannot do it. Again And your fake Orbitz main office website that you have you should fix it doesn't look good and as I have been doing my homework there are alot of people that are complaining about the same issue being stuck at airports because of overcharging and stuck in rental car locations I'm sure they will help meach she'd some light on this issue ...  Being offered 75$ 100$ 25$ time after time just shows me how a company like Orbitz just likes to step on the little guy on the person who works hard and all he wants is to treat his wife to a little trip he gets knocked down with no one around to care.Again if you want somthing resolved you either do it face to face or over the phone not through emails. Thank you for your time. I hope you have a successful week [redacted]
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I would like Ms. [redacted] to explain to me how a customer can find rates for an itinerary at $600 online, on the Orbitz website, but the customer service agent, SIMULTANEOUSLY can only find a ticket for $1200?!?! And of course, I am not able to use the credit myself by booking online, I have to book through an agent. How convenient hat the rate jumps by 100% when you speak to a person va booking online. Also, one of your agents, if you listen to the recorded phone call you keep for 'quality assurance purposes', told me I needed to call [redacted] Canada to potentially get a better rate!  If I had access to the credit online, I would have used it to book online, on my own, and not had to deal with your customer service at all. The fact that I'm getting fleeced for $1200 because I have to book through one of your agents is criminal. My husband and I book multiple trips a year for ourselves and my parents.  Unfortunately, you have lost us as customers, and I will warn anyone about using Orbitz for any of their travel needs. Regards,[redacted]

Dear Ms. [redacted], The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you further. It is my understanding that you are upset to find that your reservation under record locator [redacted] did not qualify for our Best Price Guarantee Program. I...

appreciate the opportunity to review and respond to your concerns. As with any Marketing program, there are terms and conditions that one must meet to receive the reward. We do state in our terms and conditions, that the price difference cannot be due to taxes, fees, a change in or use of a different foreign exchange rate, or the use of a promotion code, coupon code, or other discount on a competitor’s site. Also, after reviewing the screen shot you sent; we show the base rate was higher than what was booked on Orbitz.com. Unfortunately, as the terms and conditions were not met; we cannot approve your claim. However, I do show you were issued a $50 future travel voucher. That voucher has already been redeemed to the credit card used to make the new booking. It usually takes 3 to 5 business days for the refund to post to the account. Ms. [redacted], thank you for allowing me to review this with you. We appreciate your business, and we hope to have an opportunity to serve you in the future. Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

October 25, 2016Revdex.comComplaint 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 a flight reservation. We understand from Ms. [redacted] complaint she is requesting a refund of her canceled flight reservations.Our records indicate that on March 8, 2016 the customer self-booked a round trip flight for two travelers. The flight reservation was operated by [redacted] Aereas Inteligentes, with flights departing on March 14, 2016 from Sao Paulo to Londrina on March 25, 2017.On March 28, 2016 the customer called our customer service due to the plane having mechanical issues causing it to not depart. Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. [redacted] Aereas Inteligentes was the operating carrier and merchant of record for the customers departure flights (the entity that received the funds and the company that charged the credit card) on this itinerary. Orbitz has no control over when, or how often, airline initiated schedule changes occur. Orbitz cannot provide refund options to the customer without the carriers authorization. On March 28, 2016 the agent reached out to [redacted] Aereas Inteligentes and received authorization to refund the customers ticket.After further reviewing the customers airline record we are able to confirm that [redacted] Aereas Inteligentes has marked the customers tickets as “used”. Therefore, inhibiting Orbitz from processing the refund on the behalf of Ms. [redacted] Since October 7, 2016 Orbitz has reached out to [redacted] Aereas Inteligentes to change the customers ticket status to allow us to process a refund.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

November 3, 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 Sandra Deveney (Revdex.com case number [redacted]) regarding a car reservation. We understand from Ms. [redacted] complaint she requesting a refund of the insurance purchased for a recently unused car reservation.Our records indicate on June 23, 2016 the customer self-booked a car reservation with Orbitz. The customer reserved a Special Rental. The car is due to be picked up on October 26, 2016, in Syracuse, NY and returned to the same location on October 29, 2016. The customer also purchased “Car collision damage protection”.On October 26, 2016 the customer emailed our customer service requesting a refund of her insurance due to being denied a car as she has no major credit card. Per the car reservations terms and conditions that were presented to the customer at the time of booking, “Renter is required to present a major credit card or debit card in their own name at the time of rental.”As an effort to advocate on the customers behalf we contacted [redacted] Rent A Car on November 3, 2016. [redacted] advised us that on October 26, 2016 Ms[redacted] was unable to utilize the car reservation. Due to this we are able to refund the unutilized “Car collision damage protection”. As of November 3, 2016 a refund of $36.00 was processes to the customers original form of payment. The time it takes the refund to post to the customer’s account depends on the time it takes the Mr. [redacted] 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

March 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 his flight reservation. We understand from the customers complaint he is requesting to change his reservation.Our records indicate on January 5, 2017 the customer self-booked a round trip flight reservation for one traveler. The customers flights were operated by [redacted], departing from Charlotte, NC to Milan on January 15, 2017 and returning on April 11, 2017.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Based on the fare rules the customer agreed to at the time of booking, the tickets were non-refundable with a reissuance fee of $150 per passenger would be charged. In addition, the customer would be responsible for any difference in fare. Our records reflect that there has been multiple calls from Mr[redacted] starting on February 3, 2017 in regards must follow the airlines specific fare rules while exchanging the ticket. The customer must be charged the full difference in fare. If the customer is charged a “small amount” of the difference the airlines will not allow the ticket to be reissued. We utilize a live inventory system for our flight reservations. The inventory is updated regularly as purchases are made and prices change. These updates are directly linked to the vendors availability.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

August 24, 2017   Revdex.com Chicago & N. Illinois Complaint Department   Re: Expedia Case: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from Mr. and Mrs. [redacted]. We regret to hear that they did not accept our response. [redacted], our affiliates as well as all other online travel sites work off of a live system receiving all inventories from the vendor that control the prices. 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. During booking, the prices must be validated between what is currently on our site and what the vendor is offering. If it does not match, then an error message will be received to prevent you from booking the previous price. 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

June 2, 2016Revdex.comComplaint 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] [redacted] (Revdex.com case number [redacted] regarding a flight reservation. We understand from the customers complaint she is requesting a refund or the ability to use her flight credit.Our records indicate on February 27, 2016 the customer self-booked a package reservation for four travelers using Orbitz website. The customer purchased a five night hotel reservation at [redacted] Hotel and Casino, checking in on April 17, 2016, and checking out on April 22, 2016. The customers round trip flights were operated by [redacted] Airways, departing from Boston to Las Vegas on April 17, 2016, and returning on April 22, 2016. The customer also purchased an Airport to hotels on the strip shuttle. This package was insured under Orbitz Package Protection Plan.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Based on the shuttles cancelation policy agreed upon when booking the reservation, “This reservation is non-refundable and cannot be changed or cancelled after booking.”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 [redacted] fare rules the customer agreed to at the time of booking, the tickets were non-refundable and non-changeable. As an effort to advocate on the customers behalf Orbitz contacted [redacted] and was advised that the customer is able to utilize the credit for the unutilized flights for each passenger. Due to the medical circumstances [redacted] has authorized Orbitz to waive any change fees that may be associated with using the remaining credit. They also advised that the customer’s credit must be utilized by February 27, 2017.If the customer is seeking further compensation we suggest she reach out [redacted] to submit a claim. [redacted] is our administrator for assistance and can be reached by calling 1-800-453-4090.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 12, 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 Lok Tung Wong (Revdex.com case number [redacted]) regarding a hotel reservation. We understand from the customers complaint they are unhappy about a submitted best price guarantee claim.Our records indicate on October 9, 2016 the customer self-booked a hotel reservation for two travelers using Orbitz.com. The customer purchased a one night hotel reservation at The Senses Resort, checking in on January 9, 2016 and checking out on January 10, 2016.Starting on October 9, 2016 the customer submitted multiple BPG claims. 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.After further review of the lowest price match submitted by the customer on October 9, 2016 we are able to validate the customers claim. As of November 12, 2016 Orbitz has submitted a refund of $12.31. We request the customer contact our customer service after travel is completed and refer to case number [redacted] to expedite the addition of 50 Orbucks to their 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

Dear [redacted]The Revdex.com
has shared your recent correspondence with Orbitz so that we may assist you
further. It is my understanding there were schedule
changes made to your flights that affected your travel plans. I appreciate the
opportunity to review your account and respond to...

you. On behalf of Orbitz, I
sincerely apologize for the disappointing experience.Please know your
schedule changes were initiated by Etihad Airways. Orbitz has no control over the airline's
schedule changes, cancellations, or flight delays. However, we take every step
possible to ensure that our customers are re-protected on the best flights
available provided by the airlines. Orbitz is unable to put travelers on
alternative airlines, and must go by the rules and restrictions set by the
carriers. The flight options we offer are those the airlines have provided to us.When you purchased your ticket, you were charged directly by Etihad Airways for your transportation. You agreed to
their terms and conditions, and to their Contract of Carriage. All 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. After reviewing
your reservation history, I show the flight from Abu Dhabi to Mumbai was originally scheduled to
arrive Mumbai at 2:25 AM. Due to the schedule change made by Etihad
Airways; the flight was changed to arriving at 2:50 AM. The
airlines require that you have four hours to make the connection in Mumbai.
With the 6:40 AM flight; you would not have the four hours needed to make the
connection. So you were moved to the next available flight which was at 10:45
AM. I have attached a screen shot for you to review.Unfortunately, all airlines have schedule changes; and you really
only have two options. As the airlines change their schedules and move their
aircraft, you can agree and fly on the new schedule the airline has authorized,
or you can request to have the tickets refunded as an unacceptable flight
option. Should you choose to have the tickets refunded, you are then on your
own to rebook new flights that will be more desirable for you, at the
prevailing fare. Schedule changes on all carriers are frequent, and as a travel
agency, we must abide by the rules set forth by the airlines. [redacted], I do see you are a loyalty member with a current
balance of $46.19. In the appreciation for your continued business and support,
I have placed $75 loyalty points in your account. Our Loyalty program is meant
to emphasize our commitment to you, and we remain hopeful you will continue
using Orbitz for your travel planning needs. The current balance on this
account is now $121.19, and these are available for you to use immediately
toward a prepaid qualifying hotel booking.[redacted], thank
you for allowing me to review this with you. We appreciate your business, and we
hope to have an opportunity to serve you
in the future with your travel planning needs. Sincerely, Jeanna [redacted]Orbitz Customer RelationsChicago, IL

March 29, 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 service issues and refund request. 
 
Our records show on September 27, 2016, Ms. [redacted] self-booked an Orbitz.com flight reservation via booking number [redacted] in the amount of $927.05. We understand from Ms. [redacted]’s complaint, due to an airline schedule change and an Orbitz processing error, there delays in the flight and an inconvenient overnight stay at the airport and is requesting a full refund of the amount paid for the flight.
 
Upon researching the customer’s complaint, we can confirm the schedule change was initiated by the airline and due to system issue, were not ticketed correctly. We can also confirm that all flights were utilized.
 
Orbitz’s acts only as a third party intermediary for airlines, hotels and cruises and must abide by any schedule changes initiated by an airline. Orbitz did not process any charges to Ms. [redacted]’s credit card since this was a reservation paid directly to the airline, therefore, no refund for the utilized flights can be provided.
 
Orbitz’s goal is to provide an exceptional customer experience. We do regret any inconvenience she encountered during her travel and in resolving this matter. As we value her as a customer, we have placed $100 travel coupon on her account that she can use for future travel.
 
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