Orbitz

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

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

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

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

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]

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.

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

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

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

Dear Mr. [redacted] The Revdex.com has shared with us your correspondence regarding your recent Orbitz experience. It is my understanding you had to cancel your vacation package to Rio De Janeiro due to your military orders changed and your leave was denied. You are requesting a refund...

for the entire reservation. I appreciate the opportunity to review your account and respond to you. On behalf of Orbitz, I would like to thank you for your service. As Orbitz is an online travel agency we do have to abide by the rules placed on a reservation by the airlines and other suppliers, i.e. hotel properties and car rental agencies. Please understand while we do everything possible to assist customers that have to cancel or change their reservations due to a change in military orders, if the airline and other suppliers advise us that a reservation cannot be refunded, Orbitz is not in a position to process a refund. Mr. [redacted] I have contacted TAM Airlines and advised them of why you had to cancel and that you had documentation you could provide advising of the change in orders; however, they advised as the reservation was non-refundable no refund would be authorized for any reason. Furthermore, the Novotel Rio de Janeiro Santos Dumont also advised that they would not allow a refund for your stay. Unfortunately, as the airline and the hotel will not allow a refund for the reservation, Orbitz is unable to provide you with a refund. We wish our response could be more favorable. We do appreciate your business and hope you will continue to use Orbitz in the future for your travel needs. Sincerely, Shalon [redacted] Orbitz Customer Relations Chicago, IL

Complaint: [redacted]
I am rejecting this response because:Orbitz" statement that "refund of an airline ticket cancelled within 24 hours after booking" per our records we can confirm that you were unable to successfully contact Orbitz customer service 24 hours after booking" is absolutely false:As per my original claim to Orbitz, copy ofwich was sent to Revdex.com, I have concrete proof of:- a 3 min call with an Orbitz agent on Sept. 13  13:49pm telling I was to be called back- an incoming call from Orbitz (number [redacted]) on Sept.13 14.13pm an 18 min call during which I clearly requested the Orbitz agent to proceed with cancellation of the booking- On September 15 at 16.48pm I received an incoming email from Orbitz telleing me "we are still in the process of contacting [redacted] Airways"This evidence shows Orbitz above statement is simply false !Further, as to Orbitz' statement "we provide customers the option to cancel flights online through their Orbitz account" is also untrue:before calling Orbitz to cancel the flight, I intended to cancel the flight online through my account: that was impossible as the system indicated that the flight could not be cancelled "online" and that an Orbitz agent should be contacted.From the above it is obvious that Orbitz failed to timely cancel the flight with the airline; furthermore, the way Orbitz is dealing with my claim is simply unbusinesslike.My claim is serious and I expect a serious attitude from Orbitz !
Sincerely,
[redacted]

June 22, 2017   Revdex.com Chicago & N. Illinois Complaint Department   Re: Orbitz Case: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret to hear Mr. [redacted] did not accept our response. It is never our intent to mislead or to cause inconvenience to our customers, and we are truly sorry that Mr. [redacted] was put in this position. Unfortunately, we feel that no compensation is due on this occasion, and would again like to offer our apologies for any disappointment caused as a result. 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

August 18, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted]
Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been...

brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding a hotel reservation. We understand from the customers complaint he is unhappy about the price difference between what was shown on the computer and his mobile app.Our records reflect that between July 29th and July 30th 2016 the customer self-booked five hotel reservations for two travelers using Orbitz website. Mr. [redacted] purchased a one night hotel reservation at Excellence El Carmen- Adults Only All Inclusive, checking in on November 14, 2016, and checking out on November 20, 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. We utilize a live inventory system for our hotel reservations. The inventory is updated regularly as purchases are made and prices change. These updates are directly linked to the vendors availability. Though we attempt to update the our website as quick as possible there may be a price discrepancy due to the purchases/cancelations that are associated with our vendors. We regret if the customer felt the prices were not competitive.As prices will fluctuate, Orbitz offers our Best Price Guarantee promotion as a benefit to our customers. The benefit is that we will match the price if a lower price is found online. We are able to confirm that the customer was refunded for two of the five reservations due to the customers Best Price Guarantee claims being approved. At this time we are unable to offer further compensation to Mr. [redacted].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 pertaining to your schedule change for your Orbitz confirmation number [redacted].  I appreciate the opportunity to review your account and respond to your concerns. It is my understanding, there was a...

schedule change on your flight on [redacted] Airways, and you were not notified by Orbitz, which caused you to cancel your flight, because there no other flight options for next four days.    I have checked your reservation history and do see an airline schedule change in your itinerary history. It is recommended that all customers reconfirm their flights with the airlines 24 hours prior to departure for any last minute changes they may have.  We certainly regret that your “My Trips” did not properly update, and that the email notification advising of the change in schedule was not received.  Although the schedule change is viewable in your itinerary history, your reservation did not fall into the proper queue for attention.  At this time, we are unsure how this unfortunate situation occurred.  Also I found that your airline tickets, hotel and car reservations have been refunded to your account on file.  Nevertheless, we apologize again for any inconvenience this has caused, and as a gesture of our sincerity, I have placed 200 loyalty point into your account.  These are available for you to use immediately toward a prepaid qualifying hotel booking. [redacted], thank you for bringing this issue to our attention. Orbitz values your business, and we hope to have an opportunity to serve you in the future with your travel planning needs. Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

Complaint: [redacted]
 
I am rejecting this response because:  We have not received any form of reimbursement for the airfare.  I am getting copies of my credit card statements and will send them in ASAP.
Sincerely,
[redacted] [redacted]

August 12, 2016Revdex.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.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

February 21, 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 best price guarantee refund request. 
 
Our records show on January 31, 2017, Ms. [redacted] self-booked an Orbitz.com hotel reservation via booking number [redacted] in the amount of $200.75. We understand from the customer’s complaint, he found a lower of $185.30 and a best price guarantee application was submitted. Mr. [redacted] also stated Orbitz is not complying with the best price guarantee rules and is requesting a refund of the price difference and the $50 Orbucks to be placed on her account.
 
Orbitz’s goal is to provide an exceptional customer experience, a credit in the amount of $15.45 was processed back to the original form of payment and $50.00 Orbucks were placed on the customer’s account. We do regret any inconvenience she has encountered in resolving this matter. As the issue has been resolved to the customer 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]
Corporate Customer Service

Dear Mr. [redacted], The Revdex.com has shared your recent correspondence pertaining to charges being processed by the [redacted] Inn & Suites [redacted], and your reservation was prepaid.  On behalf of Orbitz, I apologize for this disappointing experience, and appreciate...

the opportunity to review your account and respond to your concerns. Please know that I have contacted the [redacted] Inn, and they have advised that they will refund your credit card, and properly charge Orbitz directly.  Please allow 7 to 10 business days for the refund to process. Mr. [redacted], we apologize again for any inconvenience this has caused, and due to the disappointment this has caused, I have added $50.00 in Orbucks to your Rewards account.  Your Orbucks are valid for one year, and these can be reviewed by logging into your Orbitz account directly. Thank you again for the opportunity to address your concerns.  We do appreciate your business, and look forward to serving you in the future. Sincerely, [redacted] Orbitz Customer Relations

Dear [redacted],   The Revdex.com has shared with ** your correspondence regarding your recent experience with Orbitz. It is my understanding [redacted] charged you $21000 USD for the change made to your return flight from [redacted] to Chicago instead of 21000 [redacted]n Rupees. I...

appreciate the opportunity to review your account and respond to you.   On behalf of Orbitz, I would like to apologize for any frustration this has caused you.   Please know while Orbitz apologizes for your disappointing experience, you will need to contact [redacted] directly for any refund or compensation requests as they made the change to your reservation and charged you for the change.   Nevertheless, we do value you as a customer and we would like to offer you a $100 future travel voucher to be used towards your next Orbitz.com booking. Our voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needs.                 Here are the instructions for the future travel voucher:                 When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to ** at [email protected].  Please reference case number 5762181 and my letter offering the $100 voucher in your request.  Orbitz will then issue a credit to the card used for the new booking.  This offer is valid for one year from the date of this letter, until March 17, 2017.   [redacted], 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