Orbitz

August 14, 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 is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. We understand from Ms. [redacted] complaint that she booked flights for herself and for her mother on July 30, 2017. She states that later that day, she received an email which contained the confirmation of a different booking for a different passenger. She says that she ultimately received similar emails for other travelers and that these emails generated from Worldspan. Ms. [redacted] stated that she contacted Orbitz and spent many hours attempting to get the matter addressed, but feels that her issue was not taken seriously. She is now requesting a detailed explanation as to why this occurred, an apology as well as compensation. We sincerely apologize for all the inconvenience that Ms. [redacted] experienced. Please be assured that the entire team at Orbitz is dedicated not only to provide the most efficient, user friendly, and accurate travel application, but also to the highest standards of support for our members. Our records reflect that on August 1, 2017, Ms. [redacted] contacted our office regarding this matter. In an effort to address, we requested that she forward the emails that she received to [redacted]@orbitz.com. Her issue will be addressed by the department that receives the email. 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

Complaint: [redacted]
I am rejecting this response because: In regards to Orbitz's letter, "Our customer contacted us after the outbound flight was completed to inquire on changing the return flight. On the first contact pricing was provided that was not preferred. " The pricing which I was given was a new ticket. They wanted me to purchase a new ticket at a price higher than current market value. I had already done my research. "On the second contact the preferred flights were no longer available." No, this is not true, the price quoted here was acceptable, but when I went to change the ticket, Orbitz changed saying that my ticket was of no value and I would have to purchase a new ticket."On a third contact our customer requested to be escalated to a manager without providing any details." I did provide a reason for being transferred. I wanted to speak with someone who understood and spoke English. Orbitz and routed me to India several times and I had agents who could not communicate sufficiently in the English languages. I was transferred in the calls only within India. Upon requesting a Spanish speaker, I was able to better communicate, because she was more fluent in English. From there I was transferred once again to India whereupon I requested to be transferred to a US English speaker. I had been frustrated enough by not being able to adequately communicate to request manager in the home office. The agent there gave me the option to be transferred back to India. I declined to be transferred back to the people who could not satisfactorily communicate, with whom I held not confidence of their ability to neither understand nor resolve my issue. I chose instead to contact Revdex.com. "After receiving the complaint from the Revdex.com, we attempted to contact [redacted] and see if we can assist with changes," They have two means to communicate with me one via phone and the other via e-mail. I received no calls nor e-mails from Orbitz. I have no attempts from them on my call log and no e-mail in my box. Orbitz did not resolve my issue. Their customer service lacked knowledge and the ability to communicate. I will not be using this company in the future. I will actively share my experience with my friends and acquaintances. 
Sincerely,
[redacted]

Dear Ms. [redacted], Thank you for your follow-up response, and I appreciate the opportunity to respond to your continued concerns. Please know that Orbitz does partner with [redacted], and we provide technical services.  I am unable to view or have access to your booking information; however, I am able to see the emails you are referring to.  On May 21st, it was advised that your credit card had expired, and the refund would have to be issued in the form of a check.  I do see your response, stating that you will acknowledge receipt of the check once it has been received, but I am not showing any further correspondence on this email. Ms. [redacted], you refund request in the amount of $134.23 has been granted.  Your billing address has been verified, and a check will be issued and forwarded to that address. You will need to allow 10 to 14 business days for a check to be issued and received. Thank you again for the opportunity to respond to your concerns. Sincerely, [redacted] Orbitz Customer Relations Tell us why here...

Complaint: [redacted]
I am rejecting this response because:After I received your previous answer from April  14 th,  I  called  ORBITZ on  April 15th  2016.  I spoke to [redacted] at 4:30 p.m and after 2 hrs. On the phone, they did not know anything about the ORBITZ CASE # O-[redacted] told me that there is no file about this number, and I needed to call again to Revdex.com, because they have no idea about the case number; and after that, I requested to speak to a supervisor. After25 min., another woman (whose name is [redacted]) answered the line and she told me to call [redacted]; I replied that I had received an Email from Revdex.com saying that the problem was solved, and that the only thing that I needed to do was to call and re-book my flight. Nevertheless, she kept saying that it was me who had to call [redacted]. Besides, she sent me an E-mail (which I added) of what I had to do.As I said before, ORBITZ is just disregarding the importance of this problem, and they do not really want to deal with this situation seriously.In conclusion, after another 4-hour long distance call, I am back where I started.Please help me move on to the next step. This is so frustrating! I really do not want ORBITZ to take advantage of me.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/07/07) */
Dear[redacted]
The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you further. It is my understanding that you're requesting a refund for the unused taxes for your reservation under record locator...

PBORBXXXXXXXXXX. I appreciate the opportunity to review your account, and respond to your concerns.
Please know I have forwarded your refund request to our Refunds Department. On your behalf; they have contacted [redacted] Airlines and requested they process a refund for the taxes, or give us the information, so we can process. Once we get a response, you will be notified immediately of their decision.
[redacted], meanwhile, should you have any questions, please let me know.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL

Re: Orbitz Case #: O-
 
Dear Revdex.com,
 
Thank you for taking the time to contact Orbitz, Inc. regarding an issue from our customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. ...

Orbitz, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Orbitz, Inc. is responding to the consumer complaint from Dr. [redacted] (Revdex.com case number [redacted] regarding a  refund request for flights he was not allowed to board due to a lack of proper travel documents.
 
Our records reflect on October 16, 2017 Mr. [redacted] accessed Orbitz.com and self-booked Itinerary # [redacted] for round trip flights departing Chicago, IL October 22, 2017 for Delhi, India and returning October 23, 2017. 
 
Orbitz is not a travel agency and serves only as a third-party booking intermediary.  Orbitz does not own or operate any of the travel service providers available for booking through our website. We do not control any terms or requirements set by the vendors, or the government or national agencies they must comply with. 
 
Orbitz does not provide advice on rules or laws pertaining to Visa and Passport requirements.  Our website Terms of Use is clear that the responsibility for having proper documentation for travel lies with the customer and that using Orbitz.com to book travel constitutes agreement that customers accept all stated terms.
 
Following is a link to the online Terms of use and we are providing the section specific to International Travel document responsibilities.
 
http://www.Orbitz.com/p/info-other/legal.htm
Orbitz, Inc. Website Terms of Use
This Website is offered to you conditioned upon your acceptance without modification of all the terms, conditions, and notices set forth below (collectively, the "Terms of Use” or "Agreement"). Please read these Terms of Use carefully, as they contain important information about limitations of liability and resolution of disputes through arbitration rather than in court. You should also read our Privacy Policy, which also governs your use of the Website. By accessing or using this Website, booking any reservations for travel products or services on this Website, or contacting our call center agents, you agree that the Terms of Use then in force shall apply. If you do not agree to the Terms of Use, please do not use or book any reservations through this Website or our call center agents.
 
INTERNATIONAL TRAVEL
You are responsible for ensuring that you meet foreign entry requirements and that your travel documents, such as passports and visas (transit, business, tourist, and otherwise), are in order and any other foreign entry requirements are met. Orbitz has no special knowledge regarding foreign entry requirements or travel documents. We urge customers to review travel prohibitions, warnings, announcements, and advisories issued by the relevant governments prior to booking travel to international destinations.
 
[redacted]: You must consult the relevant Embassy or Consulate for this information. Requirements may change and you should check for up-to-date information before booking and departure. We accept no liability if you are refused entry onto a flight or into any country due to your failure to carry the correct and adequate passport, visa, or other travel documents required by any airline, authority, or country, including countries you may just be transiting through. This includes all stops made by the aircraft, even if you do not leave the aircraft or airport.
 
As Orbitz is clear that the responsibility for understanding the travel documents needed rests with the individual traveler, we do not assume any costs associated with travel loss due to missing or incomplete documentation. 
 
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

September 6, 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 Mr. [redacted] complaint he is requesting compensation due to airline schedule changes.Our records indicate that between April 19, 2016 and April 21, 2016 the customer booked multiple flight reservations on [redacted] Southern Airlines. Per our documentation, [redacted] Southern Airlines initiated schedule changes to the customers flights.From time to time and for a variety of reasons, airlines issue schedule changes. We understand that these changes can be inconvenient, time consuming and not customer friendly. However, 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] Southern 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. Orbitz has no control over when, or how often, airline initiated schedule changes occur. Orbitz cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies. Only the airlines can make changes to flights. These changes are not related to the type of ticket purchased or the company it was purchased from. Airlines rarely tell Orbitz why they make a change. Schedule changes are often due to routing adjustments, severe weather, or staffing or maintenance issues. To ensure the customer still retains a flight and is able to get to their desired destination Orbitz must accept certain changes made by the airlines. As these changes were initiated by the airlines we are unable to offer any compensation to Mr. [redacted]We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

Dear Mr. [redacted] The Revdex.com has shared your recent correspondence pertaining to the room type received during your stay at the [redacted].  On behalf of Orbitz, we apologize for any disappointment, and appreciate the opportunity to review your account and respond to your...

concerns.  Upon reviewing your account and speaking to the property regarding the room type received; we have verified with the property that a Deluxe room was received.  The property has advised they were unable to accommodate you with the hammock; however, this feature does not change the room rate. Mr. [redacted] we certainly apologize that you did not receive a hammock, but the rooms assigned were utilized, and we the property has declined your refund request.  Nevertheless, as a gesture of our sincerity, Orbitz would like to increase your previous future travel voucher offer to a $200 USD future travel voucher on your next prepaid Orbitz.com airline, hotel or vacation package booking.  Our voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needs.                                Here are the instructions for the future travel voucher:                               When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [email protected].  Please reference case number [redacted] and my letter offering the $200 voucher in your request.  Orbitz will then issue a credit to the card used for the new booking.  This offer is valid until January 11, 2017.  We apologize again for the any disappointment.  We appreciate your business, and we hope you will provide us with a future opportunity to serve you with your travel planning needs. Sincerely, Charlotte [redacted] Orbitz Customer Relations

November 8, 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 refund and exchange issues. 
 
Our records show, on June 5, 2017, Mr. [redacted] self-booked an Orbitz.com flight reservation via booking number [redacted] with travel dates as June 21, 2017 to September 3, 2017 in the amount of $2,634.92. We understand from Mr. [redacted] complaint, due to extenuating circumstances the return flight was not utilized and after contacting customer support regarding a refund for the unused flight, no proper resolution has been provided. The customer is request for the refund of the unused return flight to be processed as promised.
 
Upon researching the customer’s complaint, we can confirm on October 8, 2017, when Mr. [redacted] brought this matter to our attention, Orbitz proceeded to advocate on the customer’s behalf by contacting airline. [redacted] advised Orbitz they processed the refund for the unused return flight was processed on September 7, 2017 and it could take up to two billing cycles to go back to the original form of payment.
 
Orbitz’s acts only as a third party intermediary for airlines when a flight reservation is booked, and it is directly charged by the airline. Orbitz can only advocate on the customer’s behalf with regards to an airlines’ refund procedures. Based on the information provided above, we are unable to honor Mr. [redacted] refund and compensation request.
 
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 8, 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 Hilary [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from Ms. [redacted]’ complaint she is requesting a refund for a flight reservation.Our records indicate on March 17, 2016 the customer self-booked a round-trip flight reservation using Orbitz.com for two travelers. The flight reservation was operated by [redacted] Airlines, with flights departing on October 12, 2016 from Denver to Indianapolis and returning on October 16, 2016.From time to time and for a variety of reasons, airlines issue schedule changes. We understand that these changes can be inconvenient, time consuming and not customer friendly. However, 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] Airlines was the operating carrier and merchant of record for the customers departure flights (the entity that received the funds) on this itinerary. Orbitz has no control over when, or how often, airline initiated schedule changes occur. Orbitz cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies.On July 9, 2016 [redacted] Airlines notified Orbitz of a change of time to the customers return flights. Due to this an email was sent to the customer as notification of the change. Per documentation the customer Ms. [redacted] accepted the change in time. To our understanding Ms. [redacted] was unaware of her return flights change in time. We highly suggest that customers review their flight details 24 hours prior to departure and if possible check in online directly with the airlines prior to departure. As these changes were finalized and displayed well before the customers departure flight we are unable to authorize a refund of the new tickets Ms. [redacted] purchased due to missing her return flight.Please accept our apologies for any lack of service Ms. [redacted] received while trying to resolve her situation. It is never Orbitz’s intent to mislead or to cause inconvenience to our clients, and we are sorry that Ms. [redacted] feel Orbitz’s has done so. Orbitz goes to great lengths to supply our clients with the information and opportunity to make well-informed travel purchases, and we are more than willing to assist our clients in any way commercially possible. We at Orbitz are dedicated to providing knowledgeable service and support to our clientsWe thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,Hayden [redacted]Tier 3 Customer Service

Revdex.com
white; line-height: 15pt;">Complaint Department - Orbitz
 
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 their reservations.
 
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.
Again, 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,
 
Tier 3 Customer Service

February 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 package. We understand from the customers complaint he is requesting a full refund of his flights within the package. Our records indicate on January 11, 2017 the customer self-booked a package reservation for two travelers. The customer purchased a four night hotel reservation at [redacted] Hotel checking in on May 4, 2017, and checking out on May 8, 2017. The customers flights were operated by [redacted] Airlines, departing from Pittsburgh, PA to Dublin on May 4, 2017 and returning on May 4, 2017.We can confirm that Mr. [redacted] contacted customer service on January 12, 2017 in regards to canceling his package reservation. The agent assisted the customer with canceling the entire package. A refund of the customers hotel was processed back to the customers original form of payment. Since the flights were successfully voided within 24 hours of purchase, normally the flights authorization would typically release within 24-48 hours.Since the customer booked the reservation using a payment plan the flights were billed in full therefore we are unable to authorize the release of the customers funds. The payment plan is handled through a lending company called Affirm. If the customer has questions about the billing of the reservation we request Ms. [redacted] contact the Affirm and use the link below for guidance. https://www.affirm.com/faqs/ 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

January 28, 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 Ronald [redacted] (Revdex.com case number [redacted] regarding a hotel reservation. We understand from Mr. [redacted] complaint she is requesting a refund of her hotel reservation.As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate reply. As of January 27, 2016 Orbitz has contacted the hotel in an effort to advocate on  Mr. [redacted] behalf. 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

Hello,As I've mentioned, I tried to contact the business by phone and by email . When contacted by phone on December 6, I was put on hold for >30 minutes "for reviewing the case"; after that wait a CSR promised to respond to me via email. There was no follow-up though. A couple days later...

(December 9) I wrote an email using Orbitz message system and which also went unanswered.Regards,[redacted]

Complaint: [redacted]
I am rejecting this response because: The first time I called in, after being on the phone for 4 hours, one of your customer service supervisors said she would book the tickets and cover the fare difference since the error was no fault of my own. It is important to note that at this time the fare difference was only $120. She said she new I had been on the phone a long time and would take care of this and then call me back within an hour. She never called back. Also, I booked tickets for two adults, not one. Furthermore, while all this was going on, your website orbitz.com said "your booking is confirmed, there is no need to reconfirm your booking" So if I had not happen to notice the email saying the reservation had been cancelled, I would have assumed that all was well with my flight. Finally, I had been told several times when calling in that my case had been "escalated to a higher team" and a "specialized agent" these teams or agents never called me back. Finally, after being told repeatedly that the charge made by Orbitz would fall off my card, it never did and I had to file a chargeback to get it removed.  
Sincerely,
[redacted]

Dear Mr. [redacted]   Thank you for the follow-up response. Again, I do apologize for your continued disservice with Orbitz. We certainly empathize with the frustration, and the inconveniences you encountered.   Mr. [redacted] please understand at the ti[redacted] Cancun was confirmed, there was no notification that the property would close because of renovations.  As with airlines, hotels are also subject to relocate customers under unforeseen circumstances as in your case. This decision was made by ** Cancun and not by Orbitz.  Furthermore, the hotel options offered are similar properties with higher star ratings and sa** amenities as ** Cancun.   Orbitz can provide the three options below,  that includes a full refund for your booking.    Option # 1 – Paradisus Playa Del Carmen La Esmeralda located in Playa Del Carmen, Mexico. Option # 2 – Paradisus Cancun located in Cancun, Mexico. Option # 3 – Refund for six airline tickets and four hotel bookings pertaining to Orbitz confirmation numbers - PBORB7567295144, [redacted], [redacted] & [redacted].  The total refund amount is $6726.18.    Mr. [redacted] if you can please advise your preference from the above three options provided, I will be happy to assist with your booking. Please know that Orbitz is doing all possible to assist with your bookings.   Sincerely,   [redacted] Orbitz Customer Relations Chicago, IL

November 28, 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 Ms. [redacted] complaint she is requesting a refund a flight reservation due to extenuating circumstances.Our records indicate on April 8, 2016 the customer called to book a package reservation for two travelers. The customer purchased a seven night hotel reservation at El Conquistador Resort, a Waldorf Astoria Hotel checking in on June 20, 2016, and checking out on June 21, 2016. The customers flights were operated by United, departing from Rochester, NY to San Juan, Puerto Rico on June 15, 2016 and returning on June 22, 2016.Our records reflect the customer contacting Orbitz on May 3, 2016 to cancel her package reservation due to the Zika virus. Per our documents the customer was advised that since the hotel was still in a refundable status she was advised that a full refund was processed. 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 United 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 with a change penalty fee of $200 per passenger would be charged.On November 28, 2016 as an effort to advocate on the customers behalf Orbitz contacted United. We were advised that if the customer is requesting a refund for a non-refundable reservation they must submit a refund request to the link below.[redacted]
Upon opening the webpage the customer must select “E-Ticket Refund” as the refund type. After the title is chosen the customer must fill out the populated template with the below ticket numbers.[redacted]
[redacted]We sincerely regret that we are unable to offer a more satisfactory response or resolution to Ms. [redacted] concern. At Orbitz we try as much as possible to provide not only excellent customer service but we also try to exceed what is expected of us. However we know that there are some instances when policies associated with the purchases made on our website cannot allow for a resolution that is more favorable to our customers. We are not trying to discharge ourselves from any responsibility; we only want to convey that we were able to provide you with the necessary information related to Ms. [redacted] flight purchase before our system asked her to complete the reservation online.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

September 21, 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 the customer is requesting a full refund of his hotel reservation.Our records indicate that on August 29, 2016 the customer booked a hotel reservation for six travelers. The customer purchased a one night hotel reservation at [redacted] Niagara Falls Fallsview checking in on August 29, 2016, and checking out on August 30, 2016. Within the reservation the customer made a special request for two cribs and two roll away beds.Per the customer complaint he is requesting a refund due to the hotel not providing a the cribs, roll away beds, and sheets for the sofa bed. After further reviewing the customers reservation these amenities were special requests made by the customer. Therefore, these were not paid for through Orbitz. We apologize for the inconvenience but would like to emphasize that all special requests are available at the property depending on availability. As there was no Orbitz nor hotel error we are unable to honor the customer request for a full refund.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 well aware of the structure and agreement with which to change reservations.  My issue was with their assigning my ticket a null or near zero value.  Clearly my ticket was worth some amount as the same route was available on their website a few days later.  My flights were the EXACT same, and should be treated as such.  The value they would bring be of negligible difference on their website compared to the dates I required.  All I wanted was to change dates, pay the $150 change fee, and some possible small date difference (as is typical with airline flights varying a small amount day to day).This is possibly an issue with their ticket changing system itself.  In any case, I am deeply unsatisfied with the lack of support on the part of Orbitz and its willingness to take advantage of a customer with no other options.
Sincerely,
[redacted]

August 2, 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 is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Our records reflect that on May 5, 2017, Mrs. [redacted] booked a combined one way fare from Chicago, Illinois to Toronto, Canada departing May 16, 2017, and returning on May 22, 2017, for her husband and infant daughter. The outbound flight was under the control of [redacted] Airlines and the return flight was under the control of [redacted] Airlines. We have confirmed the reservation was purchased by the customer or an authorized user on the account, on Orbitz’s website, without the assistance of an Orbitz representative. We understand from Mrs. [redacted] that she purchased the tickets for her husband, daughter and 7 month old son. The 7 month old infant would be sitting on his dad’s lap. We understand from Mrs. [redacted] that her husband Tommy Tang was denied boarding because he did not have a passport for the 7 month old. Mrs. [redacted] stated that she had done research confirming that no passport was needed for the infant. She also states that she asked to have the ticket switched to re-route through a non-Canadian airport, but was informed of the $200.00 re-booking fee. Mrs. [redacted] said that she was denied a refund and that her husband drove across the border with the infant with no passport for him. As such, she is requesting a refund for all tickets, stating that Canada does not require a passport from minors coming from the US entering the country. It is our customer’s responsibility to review all rules and regulations prior to booking any travel. Orbitz representatives review this information with customers when booking over the phone as well. As Orbitz does not issue visas or passports, we advise all customers to refer to their Embassy or Consulate for travel document requirements due to how frequently the requirements change. In providing this information Orbitz has met our obligation to prepare those passengers who book on our website. As such, we are unable to provide a refund for any of the affected itineraries. We regret that we are unable to offer Mrs. [redacted] with a more satisfactory response to her inquiry; however Orbitz has exhausted all options and resources available to us in an effort to assist. 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