Orbitz

Complaint: [redacted]
I am rejecting this response because: I contacted Orbitz and the hotel is saying they have nothing to do with this and that I need to talk to Orbitz about it. I dont feel like Orbitz is trying to find a solution for a service that was not used I can provide phone records of me trying to contact customer service if I need to or maybe ask the hotel and see if they can send you video of me going in and talking to the front desk you tell me what works best. 
Sincerely,
[redacted]

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 [redacted] (Revdex.com case number [redacted] regarding a hotel reservation. We understand from the customers complaint they are unhappy about the rate that their reservation was booked at.Our records reflect on October 22, 2016 the customer self-booked a hotel reservation for five travelers using Orbitz.com. The customer purchased a three night hotel reservation at [redacted] Points by Sheraton Niagara Falls, checking in on October 28, 2016, and checking out on October 31, 2016.The rate disclosed to the customer by the [redacted] Points by Sheraton Niagara Falls is what we call a Net Rate. In order for Orbitz to offer the discounted prices on our website we purchase hotel rooms in bulk, a minimum of one year in advance at a contracted rate. The rate we then charge is still usually lower than any other published price.However, after we purchase the rooms the hotel has the option of modifying their rates as they wish to match their inventory or business needs. This is something we have no control over and may be lower than the price we currently offer.Our records reflect that the customer was refunded a total of $200.46 for this reservation due to the hotel disclosing the rate. Along with the refund, the customer was also provided a $25 coupon. The refund was made to the customers original form of payment. The amount of time it takes the customer to receive depends on the customers banking institution.On October 31, 2016 the customer called Orbitz in regards to a car reservation. To our understanding the customer was unhappy with the deposit that was required at the time of pick up therefore she did not use the car reservation. Per the terms and conditions that were presented at the time of booking there would be a deposit of $200.00 at the time of pick up. The assisting agent was able to verify that the car reservation was not utilized therefore, processing a refund of the insurance.As the customer was able to use her flight reservation under itinerary [redacted] we are unable to authorize a full refund for the reservation.  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

Dear [redacted],     The Revdex.com has shared your recent correspondence pertaining to your refund request for the charges incurred for WiFi services at the Grand [redacted] Principe La [redacted] - All Inclusive as the service was inadequate. On behalf of Orbitz, I apologize for your...

disappointing experience, and appreciate the opportunity to review your account and respond to your concerns.   We certainly regret to hear of your disappointment in the WiFi services provided during your stay.  This is an amenity provided and charged by the property directly, and is not in the control of Orbitz.    [redacted], we would not be able to grant your refund request of the charges incurred for the WiFi as this was charged by the property directly.  Nevertheless, as a gesture of our sincerity, Orbitz would like to offer you a $75 USD future travel [redacted] on your next prepaid Orbitz.com airline, hotel or vacation package booking.  Our [redacted] 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 [redacted]:                               When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [redacted]@customercare.Orbitz.com.  Please reference case number [redacted] and my letter offering the $75 [redacted] in your request.  Orbitz will then issue a credit to the card used for the new booking.  This offer is valid until June 28, 2017.   [redacted], we appreciate your business, and we hope you will provide us with a future opportunity to serve you with your travel planning needs.   Sincerely,   [redacted] Orbitz Customer Relations         Tell us why here...

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

Initial Business Response /* (1000, 5, 2015/08/10) */
Dear Mr. [redacted]
The Revdex.com has shared your recent correspondence pertaining to your Orbitz Visa credit card application, and not receiving your temporary card number to use immediately. I appreciate the opportunity to...

review your account and respond to your concerns.
When an Orbitz Visa Card application is processed, [redacted] Bank will review the application, and a temporary card may be issued. The application is forwarded to [redacted] Bank directly, and a temporary card is issued at their discretion. Those applications are not received nor reviewed here at Orbitz.
I have reviewed your account under the email address of [redacted]@aol.com, and I am not showing any new hotel rooms confirmed. If you have concerns regarding not receiving your temporary card number, these questions would have to be directed to the bank directly.
Mr. [redacted] we certainly apologize for any inconvenience you have encountered. We do appreciate your business, and hope that we have a future opportunity to serve you.
Sincerely,
[redacted]
Orbitz Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The orbitz card is their branded card not only that is is advertised on THEIR site and you apply from a link on THEIR site. They must assume some responsibility for things they link post or add to their site . [redacted] bank refers me to orbitz and now vice versa when does it end? If this is how both do business they should not be in business.The reason you dont show new bookings is because I will not book for a price higher than what was stated because thats not my fault. I want teh price as was stated.
Final Consumer Response /* (4200, 11, 2015/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I stated before this is bad business one blames the other and no one acepts responsibility. The credit card is advertised through orbiz website it doesnt matter if another company sells it they are the ones advertising it and its branded with the name orbitz I was booking 7 rooms and I only am offered 100 dollars? what does that do, they should take a proper discount off of each room
Final Business Response /* (4000, 9, 2015/08/12) */
Dear Mr. [redacted]
Thank you for your follow-up response, and I appreciate the opportunity to review your account and respond to your concerns.
Please know that when applying for an Orbitz Visa Card, we do not see the financial information entered, and do not make the decision on whether an application is approved or denied. If you do not receive a temporary card depends on the bank directly.
Mr. [redacted] as a travel agency, Orbitz does not charge you directly for airline reservations. Prices are based on availability, and we are unable to offer a fare that is no longer available. Nevertheless, due to your disappointment and as a gesture of our sincerity, Orbitz would like to offer you a $100 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 [redacted] Please reference case number XXXXXXX 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 until August 12, 2016.
Mr.[redacted] , we appreciate your business, and we hope you will provide us with a future opportunity to serve you with your travel planning needs.
Sincerely,
[redacted]
Orbitz Customer Relations

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

brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from Eugene [redacted] (Revdex.com case number [redacted]) regarding his Orbucks. We understand from Mr. [redacted] complaint he is requesting a refund of 4.26 Orbucks.Our records indicate on October 3, 2016 the customer booked a hotel reservation for a one night stay at the iSanook Residence checking in on November 16, 2016 and checking out on November 17, 2016. The customer used 32.15 Orbucks to pay for the reservation.Our records confirm that the customer canceled the reservation the same day and was refunded 32.15 Orbucks. We are able to confirm that a new reservation was booked the same day. After further reviewing the customers loyalty rewards we are able to confirm that on October 4, 2015 the customer was provided 4.26 Orbucks.When Mr. [redacted] canceled his first reservation 4.26 Orbucks immediately expired. After further review we are able to confirm that due to a system error the customers Orbucks expired early. Due to this as of October 13, 2016 Orbitz has added 4.26 Orbucks to Mr. [redacted] account.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,[redacted]Tier 3 Customer Service

March 24, 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] [redacted] (Revdex.com case number [redacted] regarding a package. We understand [redacted] [redacted] is requesting a refund.Our records show Lucia Sacco or a person authorized for her account booked via the Orbitz.com mobile site on December 18, 2017, for a package for two passengers including roundtrip flights with [redacted] Airlines on January 27, 2018 from Rochester to New Orleans, returning February 1, 2018, a Deluxe Room for two nights with the [redacted] Hotel, checking in on February 27, 2018, and shared roundtrip shuttle: New Orleans International Airport to Hotels in City Center, with a total cost of $1500.57.On January 20, 2018 our customer contacted us wanting to change travel start date to January 28, 2018, and still return February 1, 2018. The hotel and shuttle could be canceled and refunded in full, in the amount of $803.37. The flights had a value of $338.40 per airline ticket and were nonrefundable. According to the fare rules of the tickets, the value could be used towards the purchase of new flights with [redacted] Airlines for a fee of $200.00 per ticket.Our customer was able to book a new package online while working with our agent and get package pricing for the new hotel reservation with [redacted] Hotel, and the new shuttle reservation, and added Vacation Waiver package protection. The initial cost of the new package charged as $1806.88. After a refund of $1071.12, the total cost paid for the hotel, shuttle and package protection was $735.76.The new flights requested on January 20, 2018, for January 28, 2018 to February 1, 2018 with [redacted] Airlines had a cost of $687.00 per ticket, with two passengers. When the airline credits of $338.40 per passenger our customer had were applied to the flights they requested, there was still a balance due of $338.40 per passenger, plus the $200.00 change fee per passenger. The total cost of the exchange was $1076.80.Our customer called multiple times advising between all purchases and refunds for the two itineraries the total charges should be less than what was paid, and they didn’t agree to pay the additional fare cost of the new flights. Minus the administrative change fees of $400.00, the total value of the flights, hotel, shuttle, and insurance was $2109.76.On March 7, 2018 one of our supervisors refunded our customer the amount requested of $676.80 as goodwill. Orbitz.com is a third-party vendor that offers travel products for sale from our vendors. The prices of those items come from the vendors who sell them, and Orbitz.com is unable to set pricing for the vendors or override their prices. We regret any misunderstanding during the changes that were made, and provided the refund requested as goodwill. We will be unable to provide compensation, or any further goodwill regarding this matter.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

Dear Ms. [redacted], Thank you again for the follow-up response. As a travel agency, we do not charge you directly for airline reservations. The charge on your credit card statement is from [redacted] Airlines. Please know sometime the airlines will confirm some flights above the actual aircraft capacity and therefore, on these flights, seats will remain available for the reservation, but seat assignments may not be available. In such situations, the airlines provide the seat assignment at the gate prior to the departure of the flight. Based on our customers’ preferences; Orbitz transmits a request about the seat requested to the airline. Seat assignments are ultimately the decision of the airline, so we advise our customers that if they have special needs, it is always best to check with the airline personnel, to see if they can accommodate those needs. Ms. [redacted], I do wish we could offer you a more favorable response. Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

Initial Business Response /* (1000, 5, 2014/11/04) */
Dear Ms.[redacted]
The Revdex.com has shared your recent correspondence pertaining to the schedule change associated with an airline ticket. I appreciate the opportunity to review your account and respond to your...

concerns.
My understanding is that you booked a flight through Orbitz on [redacted] for November 27, 2014
to travel from Pensacola to [redacted]. The airline had a schedule change that occurred in September but
You were never notified by Orbitz so that you could make alternate plans. You have contacted [redacted]
Airlines direct and have confirmed an alternate flight. On behalf of Orbitz I would like to apologize for this disappointing experience and inconvenience. We are currently addressing how this situation occurred. 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. We are currently researching with the airline carrier and our technology partners to determine the cause of this problem. Whatever the problem, we acknowledge a mistake was made and we regret failing to meet your expectations.
Ms.[redacted] we appreciate your business and we value your patronage. As a gesture of sincerity, we would like to offer you a $100.00 future travel voucher on your next Orbitz.com booking. Our future travel 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 [redacted]. Please reference case number XXXXXXX and my letter offering the $100.00 future travel 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 November 4, 2015.
Ms.[redacted] thank you for telling us where extra attention is needed. We appreciate your business and we hope you will provide us with a future opportunity to fully restore your confidence in our products and services.
Sincerely,
[redacted]
Orbitz Customer Relations

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

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]

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]

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

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]

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 23, 2017   Revdex.com Chicago, 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.   Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a cruise reservation.  We understand Ms. [redacted] is requesting that the reservation be corrected. On August 14, 2017, we received receipt of the Revdex.com complaint.   Our records reflect on March 13, 2017, the customer self-booked a cruise reservation. Travel was on [redacted] International aboard the Vision of the Seas, departing November 11, 2017, from Galveston, Texas; and returning on November 16, 2017, via booking number [redacted]. The customer is stating that they contacted Orbitz who advised the customer that the payment due date would be extended; however it was not.   Upon further researching this matter, we can confirm on August 13, 2017, Orbitz sent an email to the customer advising that the final payment due date would be on August 13, 2017 and if the payment was not processed [redacted] would cancel the reservation. The customer replied stating that they could not make the payment and inquired about the refund.   In reviewing the account, the customer did not contact Orbitz on August 13, 2017 and the final payment was not made and the cruise line canceled the reservation and imposed the cancellation fee of $424.99.   In regards to the customer complaint letter stating that they have a call recording claiming that Orbitz agreed to extend the payment due date. Our findings do not reflect that Orbitz advised that information to the customer and cannot accept the customer’s call recording.   Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies, cruise vendors, and airlines and is subject to the rules and restrictions of those providers. [redacted] was the merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary and not Orbitz. We must adhere to the cruise line policies.   Furthermore, at the time of the booking, the customer agreed to Orbitz’s Terms of Use. Our Terms of Use explicitly provides:   SUPPLIER RULES AND RESTRICTIONS Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion. You understand that any violation of any such supplier's rules and restrictions may result in cancellation of your reservation(s), in your being denied access to the applicable travel product or services, in your forfeiting any monies paid for such reservation(s), and/or in our debiting your account for any costs we incur as a result of such violation.   Based on the above, Orbitz is unable to honor the request to reinstate the reservation or process a refund.   We thank you for allowing us the opportunity to address the issues that were brought to our attention.    Sincerely,   [redacted] Corporate Customer Service

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

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

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

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