Orbitz

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

August 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 hotel reservation. We understand the customer is requesting a full refund of her hotel reservation.Our records indicate that on March 06, 2016 the customer self-booked a hotel reservation for five travelers using Orbitz.com. The customer purchased a six night hotel reservation at [redacted] Courtyard Apartments & Penthouse, checking in on August 17, 2016, and checking out on August 23, 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. Based on the cancellation and change policy agreed upon by Ms. [redacted] at the time of purchase, Cancellations or changes made after 6:00 PM local hotel time, Wednesday, August 03, 2016 are subject to a hotel fee equal to 50% of the total amount paid for the reservation.Our records confirm the customer canceling her hotel reservation on August 14, 2016 on Orbitz.com. After reviewing Ms. [redacted]’s step-by-step cancelation process we are able to verify that the customer was advised that a refund of 696 GBP would be processed to the customers original form of payment due to canceling after August 03, 2016As an effort to advocate on Ms. [redacted]’s behalf Orbitz reached out to the hotel. After multiple attempts to contact the property we were unable to receive authorization to refund the customers reservation. As Orbitz is third party agency we are unable to refund Ms. [redacted]’s reservation without the property’s authorization.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

May 23, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O-[redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the...

comments and concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from Ms. [redacted] complaint she is requesting assistance with utilizing her flight credit. On May 23, 2016, we attempted to contact Ms. [redacted] to acknowledge receipt of the Revdex.com complaint but were unable to reach the customer.Our records indicate on March 14, 2016 the customer self-booked a multi-destination flight reservation for two adults, one child, and one infant. The customers flights were operated by [redacted], they were scheduled to depart from Philadelphia, PA to Seoul on May 19, 2016. The customer was then scheduled to depart from Seoul and arrive in Tokyo  on June 3, 2016 and finally returning from Tokyo to Philadelphia, PA.We are able to confirm that this issue was resolved as of May 5, 2016 when the customer called Orbitz for assistance with exchanging the tickets. At that time the agent successfully exchanged the customer tickets. Furthermore we called [redacted] and were able to confirm that the customer was able to utilize the outbound portion of the exchanged tickets.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,[redacted]Tier 3 Customer Service

June 14, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O-[redacted]Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] T [redacted]. We regret to hear Ms. [redacted] did not accept our response and/or resolution offered.As previously advised 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 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. Schedule changes are often due to routing adjustments, severe weather, or staffing or maintenance issues.As Ms. [redacted]’s change was related to an airline schedule change, Orbitz is unable to honor the customer’s request for any further compensation.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

March 10, 2016
Revdex.com
Complaint Department – Orbitz.com

Re: Orbitz Case #: S-[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 Jen Berrios (Revdex.com case number [redacted]) regarding flight reservations. We understand the customer is requesting that Orbitz honor her Best Price Guarantee submission.
Our records indicate on February 21, 2016, the customer booked flight and hotel vacation package – itinerary [redacted] – using the self-service tool on the Orbitz website. Travel is on [redacted] Airlines, departing July 2, 2016, from Miami, Florida to Punta Cana, Dominican Republic, returning July 9, 2016, for two passengers. Hotel accommodations are at the [redacted] – All Inclusive, checking in July 2, 2016, for seven nights. Round trip ground transportation for two passengers was booked in conjunction with this vacation package.
Upon further research, we were able to confirm on February 23, 2016, that the customer submitted a Best Price Guarantee claim, which had initially been denied. Upon further review, Orbitz has decided to honor the customer’s request for the Best Price Guarantee, and on March 10, 2016, Orbitz processed a refund for the price difference in the amount of $190.00 back to the customer’s original form of payment. The time it takes to receive a refund depends on how quickly the customer’s credit company takes to process refunds.
On March 10, 2016, Orbitz provided Ms. Berrios online Orbitz account with a $50.00 Orbucks Electronic Travel Coupon valid towards the future purchase of an E-Special Rate hotel reservation, either as a stand-alone hotel or in a vacation package.  The coupon will appear in the booking path for your next qualified reservation, and it is valid from one year from the date of issue.
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

Initial Business Response /* (1000, 5, 2015/06/16) */
Dear Ms. [redacted]
The Revdex.com has shared your recent correspondence pertaining to the cancellation policy associated with your reservation. I appreciate the opportunity to review your account and respond to your...

concerns.
We certainly regret to hear of your disappointment in our services; however, as a travel agency, we are required to follow all of our suppliers' rules and restrictions. If you would like to provide the Orbitz record locator associated with the specific reservation in question, I will be happy to review this issue further on your behalf.
Ms. [redacted] thank you again for the opportunity to address your concerns.
Sincerely,
Charlotte [redacted]
Orbitz Customer Relations

November 29, 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 a submitted best price guarantee claim.Our records indicate on November 14, 2016 the customer self-booked a hotel reservation for two travelers using Orbitz.com. The customer purchased a one night hotel reservation at Hotel [redacted] station, checking in on December 10, 2016 and checking out on December 11, 2016.As of November 26, 2016 the customer canceled his hotel reservation and has received a full refund of the reservation. Due to this we are unable to approve the customers reservation for their submitted Best Price Guarantee claim.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

Initial Business Response /* (1000, 5, 2015/05/03) */
Hi Mr. [redacted]
Thank you for contacting Orbitz via the Revdex.com regarding your upcoming [redacted] Airways (EY) reservation. I understand that [redacted] made an update that was drastically different than scheduled itinerary....

However, you were not notified by Orbitz.com of the change.
Mr. [redacted], on behalf of Orbitz, I sincerely apologize for this disappointing experience.
Upon review of your itinerary, I did find record of the changes, as you mentioned, beginning on January 26, 2015. Regrettably, while we do show that our system rejected the early changes - as the itinerary was a "mismatch" no notification of this unsuccessful airline update was sent to you. In fact [redacted] continued making minute adjustments to their original flight schedule, which was not accepted, until March when the flight/route you prefer was "dropped" completely.
In March, [redacted] Airways made another route/schedule adjustment, with notification to Orbitz. This is the date that Orbitz sent the schedule change notification to the email address on file. [redacted] also made ticket exchange - making the update "final".
Regrettably, there are no other flight options for your intended travel date and destination available for this carrier. Therefore, the schedule adjustment made March 2015 is truly "final"-as the only option [redacted] Airways travel. This is the reason, full refund was offered in lieu of the fare rules.
Ms. [redacted], understand you would have preferred immediate notification of the airline attempts to change your itinerary. Please understand, Orbitz as a .Com relies heavily on technology, most of our systems/processes are automated. Therefore, in the case airline itineraries, the carrier would send electronic notification via a shared system that an update has occurred; and we'd pass [redacted] that a "schedule change has occurred" to the customer.
However, in this case, while [redacted] sent updates, the actual "passenger [redacted] did not update; as the proposed changes were "rejected". Therefore, no notification was issued; and regrettably, there was no "manual action" was not taken on our end. I am sincerely sorry for this technical event.
Please be assured Orbitz is constantly working internally, and with our airline partners, to streamline processes. It is clear from this situation that our "rules" regarding automated processing could be reviewed and improved. Our goal is for customers to have seamless travel experiences and while Orbitz is not responsible for airline schedule changes, airlines' have the sole right to update, cancel, delay, or discontinue service at any time, we do apologize for inconvenience.
Mr. [redacted], please do let us know if you'd prefer to cancel this active itinerary for [redacted] and request the airline refund. Orbitz Service will be happy to assist you 24 hours per day at[redacted]. Please know, if not traveling as now confirmed, you must cancel prior to scheduled departure to be eligible for the airline refund. Otherwise [redacted] may withhold any ticket value, credit, or refund, under their "no show" policy.
Unfortunately, while I understand the new itinerary does not "fit" with your other travel plans, regarding this [redacted] ticket, action must be taken to cancel or travel must be completed as booked. As you've been advised there are no alternative routes via [redacted] and [redacted] refuses to allow any substitute carrier. Only refund or travel as scheduled is possible due to [redacted]'s existing flight schedule - your preference is no longer available via [redacted].
Mr. [redacted], I wish our response could be more favorable and I appreciate your concern. Please do let me know if you have any further questions. Orbitz values your business and we hope for a future opportunity to restore your confidence in our products and services.
[redacted]
Orbitz Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (3000, 7, 2015/05/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not received any notification in the month of March as stated in the response from orbitz. Send me a copy of email notification which has been sent to me. As stated earlier, I have come to know about the itinerary changes only when I logged into my orbitz account to take print out.
Final Consumer Response /* (4200, 11, 2015/05/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The issue reported to orbitz is about their failure to notify the customer about the change in the itinerary. In the first response orbitz mentioned that a notification was sent to me on the month of March, but I never received any such notification. I asked a copy of email as proof and their recent response doesnt address it.
Final Business Response /* (4000, 13, 2015/05/09) */
Mr. [redacted],
We apologize for not notifying you of the airlines early attempts to change your reservation. It may have been helpful to you to have early "warning" that the airline was making schedule adjustments, even though they were not accepted. However, that changes made in March to your reservation were both "final" in terms of schedule options for the airline; and direct - made to your ticket by the airline. Therefore , as you've acknowledged the notification was made. You are aware of the schedule issue and the options - to accept or have refund requested from the airline.
Orbitz, while regretful that there is no alternative assistance available, is not responsible for the lack of scheduling options - the airline schedule is not within our purview. Further only the airline may allow or disallow the this substitution of other carriers - in this case, that option has been denied. We do understand your situation but there are no alternatives in this case. We apologize.
Kindly,
[redacted]
Orbitz Customer Relations
Chicago, IL

March 18, 2016
Revdex.com
Complaint Department – Orbitz
Re: Orbitz Case #: S-[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 reservation. We understand from the customers complaint they are unhappy about the best price guarantee policy.
To further review the customers Best Price Guarantee claim we request the customer to please provide documentation of the email correspondence with our customer service along with any screenshots collected supporting the lower price offered by [redacted].com.
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 experience with Orbitz. It is my understanding you were upset to learn your reservation at the First Landing Beach Resort and Villas, with...

Orbitz booking number [redacted], did not qualify for our Best Price Guarantee. 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 the terms and conditions for our Best Price Guarantee program have recently changed. At the time you booked your reservation the terms and conditions stated that a reservation had to be purchased with a credit card with a United States billing address; therefore, this is why your claim was denied.   Mr. [redacted], we show that you have canceled your original reservation and have rebooked at the lower rate; however, we do value you as a customer, and as a gesture of sincerity for your disappointing experience we have added $100 in Orbucks to your account. They are valid until February 16, 2017 and are available to be used towards your next qualifying prepaid hotel booking.   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