Orbitz

Complaint: [redacted]
I am rejecting this response because: Orbitz is failing to accept 100% accountability for the fact that the cancellation of vacation package booked through them was the direct result of Orbitz sending an incorrect itinerary to me two days prior to trip departure (it included a flight that evidently was canceled two MONTHS prior).  Orbitz owes us for the repayment of the car rental and gas needed to travel home (Chicago to Grand Rapids), an appropriate dollar amount for selling us an itinerary that much better than what we ended up with (we paid for few connections and ended up much worst off), and a full and complete apology for both their error and ridiculous "customer service" received since.
Sincerely,
Joseph [redacted]

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
did not stay the last night at the Park Ridge Marriott. You
were unable to get a refund from Orbitz, so you filed a dispute with...

your
credit card. I appreciate the opportunity to review and respond to you.During the booking process, we do
advise the following: Cancellation: Hotel policies: If you cancel or change your
reservation after 4:00 PM local hotel time on 9/26/15, the hotel will charge
you for the total cost of your reservation.
However, I do show we did contact the
hotel and request a refund for the second night. Unfortunately, our request was
denied, and Orbitz was charged in full for your hotel stay. If the hotel will
not refund your money to Orbitz; we are unable to refund you.
We
show this was a valid charge, so if you have further questions; you will need to contact our Dispute
Department directly at 1-866-673-5951. They will need to speak with you
regarding this issue so that they can respond to your credit card company.
[redacted] thank
you for allowing me to address your concerns.
Sincerely,
Jeanna
[redacted]Orbitz
Customer RelationsChicago,
IL

June 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 Ms. [redacted] complaint she is requesting a coupon for the difference in airfare.Our records indicate on May 10, 2016 the customer self-booked a one-way flight reservation using Orbitz.com for two travelers. The flight reservation was operated by [redacted] Airways, with flights departing on December 27, 2016 from Zanzibar to Paris.On May 18, 2016 the customer contacted Orbitz to inquire about canceling her flight reservation. To provide the customer accurate information our agent reached out to [redacted] Airways who advised that Ms[redacted] can cancel her reservation and receive a refund minus a $75 fee per ticket. Per our documentation the customer did not choose to cancel the flights at that time.We understand that the customer is unhappy with the amount of time it took for our agent to retrieve this information. When contacting our offices for assistance, our standard operating procedure is to contact our vendors to clarify the cancelation policies when more clarification is needed. This can unfortunately cause additional hold times and transferring of calls. We would like to apologize for the inconvenience Ms[redacted] have experienced, and for any lack of service received while trying to resolve her issue. It is never Orbitz’s intent to mislead or to cause inconvenience to our clients, and we are sorry that Ms[redacted] feels as though Orbitz’s has done so.As prices will fluctuate, Orbitz offers our Best Price Guarantee promotion as a benefit to our customers. The benefit is that we will match the price if a lower price is found online. There are many terms and conditions with the Best Price Guarantee policy. Due to the customer not submitting a claim within 24 hours of purchase we are unable to offer any sort of compensation for the price difference found. Some of the terms are as follows:• The lower price must be found and submitted within 24 hours of purchase• The Best Price Guarantee claim must be submitted online• Not all travel items are eligible for the Best Price Guarantee• The lower price must be shown in a screen shot in United States currency• The items with the lower price must identical (i.e. same hotel, room type, check-in and check-out dates) The full terms and conditions of the Best Price Guarantee can be found at the link below.https://www.orbitz.com/p/info-other/guaranteesIf you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,[redacted]Tier 3 Customer Service

May 12, 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 Achiles Marson (Revdex.com case number [redacted]) regarding a flight reservation. We understand from the customers complaint he is unhappy about the price increase that took place prior to booking.Our records indicate that on April 21, 2016 the customer self-booked a one-way flight reservation using Orbitz.com. The flight reservation was operated by [redacted] Airlines, with flights from San Francisco, CA to San Diego, CA departing on May 12, 2016.The Orbitz website works from a live inventory system, similar to the airlines, and when published inventory is purchased, the price can change. The change can occur at any time during the booking process; however, Orbitz makes every effort to update the pricing of our published inventory as often as possible. We sincerely apologize for any inconvenience this has caused to the customers travel plans.Our records reflect that this complaint was resolved on April 26, 2016 when Mr. Marson booked another one-way flight reservation using Orbitz.com. The flight reservation was operated by [redacted] Airlines, with flights from San Francisco, CA to San Diego, CA departing on May 12, 2016. This ticket reserved at the same price as the original flight.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

I purchased a ticket in Feb 2015 for a fight from St Louis to Fort Lenordwood . Had to cancel and am trying to use that ticket now. Its been 9 days and no "open" ticket. I have talked with 12 customer service and spent a min of 3 hours on the phone so far and still have no ticket. I leave in 3 weeks. They keep giving me the run around about the owner of the airline has to "open" the ticket and they wont contact us. Well I have called them 3 times and they say Orbitz has not contacted them. I am so frustrated I am getting ready to call the news and my lawyer. This is not good business. It is my ticket and I cannot use it on my time frame. Orbitz ha again made my case "urgent" and "fast tracked" . That has been done 3 times at this point. Someone needs to take responsibility for this transaction. The three companies involved blame each other. They need to change their protocol so their customers can use the ticket they purchased when they need it. At this point there will be no seats left on the flight I need, small jumper plane (cape Air). And they wont allow me to use the credit to rent a car either. So what am I suppose to do. If you are reading this, please DO NOT book through Orbitz. They misrepresent completely. I have absolutely no trust in their promise of calling me and resolving this issue. I will never book through them and will share my negative experience with everyone I can.

March 24, 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 Mr. [redacted] did not accept our response and/or resolution offered.
As previously advised, our records indicate on March 9, 2016, the customer self-booked a flight reservation on Orbitz.com. Per the customers initial complaint he was requesting a full refund due to calling Orbitz the day after booking his flight and the agent claiming the flights were not confirmed and to call back the next day.
After fully reviewing the customer’s account we are unable to verify that a call was made into Orbitz within 24 hours of the completion of the customers booking online. Due to this Orbitz is unable to waive any change penalty fees or differences in fare that the customer will be charged when changing the reservation.
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. In addition, the customer would be responsible for any difference in fare. Mr. [redacted]’s flight credit validity states, that travel must commence within one year from the original ticketing date of March 9, 2016. If the customer is able to provide any further documentation supporting a call was made into Orbitz the day after the booking was made, please resubmit for further review.
We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
[redacted]
Tier 3 Customer Service

Dear Ms. [redacted],
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The Revdex.com has shared your recent correspondence pertaining to the issues you encountered with your [redacted] Airlines flight, and your refund requests.  On behalf of Orbitz, I apologize for your disappointing experience, and I appreciate the opportunity to review your account and respond to your concerns.
Upon receiving your correspondence, we have verified this issue was resolved on March 1, 2016. One refund in the amount of $482.70 and a second refund in the amount of $106.30 was processed back to the original form of payment. The time it takes to post the refund to their account depends on how quickly your credit card company processes refunds, which is generally within 3-7 business days.
We thank you for allowing us the opportunity to address the issues brought to our attention.  We do appreciate your business, and hope that we have a future opportunity to serve you in the future.
Sincerely,
[redacted]
Orbitz Customer Relations

Tell us why here...

October 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 from the customers complaint he is requesting a refund due to a recently submitted Best Price Guarantee claim.Our records indicate on November 10, 2016 the customer self-booked a hotel reservation for one traveler using Orbitz.com. The customer purchased a two night hotel reservation at APA Hotel [redacted] checking in on December 30, 2016 and checking out on December 31, 2016.After further review of the customer’s account we can confirm that on December 24, 2016 the customer canceled the hotel reservation. Since the reservation was canceled prior to check-in the customer was issued a full refund. At this time we are unable to further assist with this matter.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

May 17, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O-[redacted]Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret to hear Ms. [redacted] did not accept our response and/or resolution offered.Upon contacting [redacted] they were able to advise us that as of May 9, 2016 the customer called them directly to change the reservation. Due to this we are unable to take any further action on the customers ticket. Please review the new ticket information provided by [redacted] below:Ticket number: [redacted]Confirmation number: [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

July 27, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted]Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret to hear Ms. [redacted] did not accept our response and/or resolution offered.As previously advised Orbitz utilizes a real-time airline reservations database that contains current ticket prices and availability. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. The database is updated regularly as fares change and seats are sold. In addition, the airline limits the number of seats available for discounted fares; as the discounted seats sell out fast, those airfares are no longer available. Consequently, it is possible that a specific fare that is available when customers book their reservations will no longer be available when it comes to ticketing the reservation. Airfares are subject to change until the tickets and the reservation is confirmed. Orbitz is unable to change or alter the fares provided by the airlines therefore we are unable to book Mr. [redacted]’s ticket at the rate originally quoted.Please accept our apologies for any lack of service you received while trying to resolve your situation. It is never Orbitz’s intent to mislead or to cause inconvenience to our clients, and we are sorry that you feel Orbitz 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 clients. Again, we apologize for any inconveniences in this matter.Despite his recent experience, we do value his business. Orbitz provided the customer with two $100 Orbitz Travel Coupons for use on a future trip. This coupon is 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 the next qualified reservation, and it is valid until one year from the date of this letter.We thank you for allowing us to address this matter further. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,[redacted]Tier 3 Customer Service

Dear Mr. [redacted],
The Revdex.com has shared your recent...

correspondence pertaining to the rate issue with your booking under Orbitz locator [redacted] at the [redacted] - [redacted] Vacation Club Villas. On behalf of Orbitz, I apologize for any disappointment this has caused, and appreciate the opportunity to review your account and respond to your concerns. We were notified that there was a problem with confirming some reservations at the rate reserved for your travel dates. Hotel rates displayed on Orbitz are manually entered either by the property directly or their respective service. Unfortunately, the service which handles entering these rates for [redacted] made an error while entering rates for some room types.
Mr. [redacted], please know that this issue will not be affecting your reservation, and your booking has been confirmed at no additional cost. On your reservation, you will not be requested to pay any difference in rate upon arrival at the property.
Mr. [redacted], we apologize again for any inconvenience this has caused, but happy that we were able to correct this issue on your behalf.
Sincerely,
[redacted]
Orbitz Customer Relations
Tell us why here...

Dear Mr. [redacted],   The Revdex.com has shared with us your recent correspondence regarding your experience with Orbitz. It is my understanding you state when you contacted our customer service team regarding the credit from your canceled flight you were advised the...

reservation had been refunded; however, you have since learned the reservation was not refunded and you do have a credit but you have already booked a new reservation. You are requesting the credit be applied to the new reservation you booked. 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.   At Orbitz, we do understand the importance of our agents accurately and efficiently handling our customer’s requests. Please know that I have reviewed the call on March 12, 2016 to verify that our agent properly addressed your concerns. When you were first connected with the agent they asked for the Orbitz record locator you were calling about and you provided the locator [redacted], which was the United Airlines reservation that was canceled and refunded due to a schedule change, and not [redacted], which was the [redacted] Airlines ticket that was canceled for a future use credit. Therefore, all the information provided to you was for [redacted], as this is the reservation you advised you were calling about.   During the call the agent advised you that the reservation had been canceled and a refund provided back in August 2015; however, you stated you had received an email regarding this reservation that instead of a refund you had a credit to use towards a future booking. Our agent then contacted United Airlines to confirm whether you had received a refund or if you had a credit; however, as the airline representative was unable to see the reservation they advised for us to call their Customer Care Department during their regular business hours which were Monday through Friday from 8am to 4pm CST. The agent relayed that information to you and stated she would escalate this and someone would call you back by Tuesday, March 15, 2016. You then advised that you were going to book a new reservation and they would have to credit you back and our agent advised that was not guaranteed.   Mr. [redacted], while we apologize for your disappointing experience, we do not show this was an Orbitz error as the information provided to you was for the Orbitz record locator you stated you were inquiring about. You do have a credit from the canceled trip with Orbitz record locator [redacted]; however, we are unable to apply it to the new reservation you purchased with itinerary number [redacted] as it cannot be applied towards a new reservation made on the Orbitz site. Only an Orbitz agent can rebook using a credit from a canceled trip. The credit is valid until August 10, 2016 to be used towards a future [redacted] Airlines flight. Each passenger has until that date to rebook and start travel using the credit. Upon rebooking you will be responsible for a $200 [redacted] Airlines reissue fee per person, a $30 Orbitz fee per person, plus any difference in airfare per person. Please contact our Customer Service Department when you are ready to rebook.   We wish our response could be more favorable. We appreciate your business and hope you will [redacted]nue to use Orbitz in the future for your travel needs.   Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

October 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 Rod [redacted] (Revdex.com case number [redacted] regarding a flight reservation. We understand from the customers complaint he is unhappy about the price increase and is requesting a refund of the difference. Our records indicate that on September 27, 2016 the customer self-booked a package reservation for five travelers. The customer purchased a fourteen night hotel reservation at [redacted] Resort by [redacted] Vacation Rentals checking in on December 10, 2016, and checking out on December 24, 2016. The customers flights were operated by United, departing from [redacted] OR to Orlando, FL on December 10, 2016 and returning on December 24, 2016.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. We utilize a live inventory system for our flight reservations. The inventory is updated regularly as purchases are made and prices change. These updates are directly linked to the vendors availability. We regret if the customer felt the prices were not competitive. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued.Our records reflect that this complaint was resolved on October 3, 2016 when Mr. [redacted] contacted out customer service and one of our agents was able to successfully issue a refund of the difference totaling $320.00. The amount of time it takes the customer to receive depends on the customers banking institution.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

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

and concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from Mr. [redacted]’s complaint she is requesting assistance with changing a recently purchased flight reservation.Our records indicate on April 27, 2016 the customer self-booked a round trip flight reservation for one adult. The customers flights were operated by [redacted], they were scheduled to depart from Moscow to San Francisco, CA on July 7, 2016 and return on January 4, 2016. The customer also purchased Orbitz Flight Protection Comprehensive.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 change penalty fee of 130 EUR per passenger would be charged. In addition, the customer would be responsible for any difference in fare.Please review the insurance policy terms and conditions that were agreed to upon purchase:We will pay a Pre-Departure Trip Cancellation Benefit, up to the amount in the Schedule, for non-refundable cancellation charges imposed by the Policyholder, if you are prevented from taking your Covered Trip due to your, an Immediate Family Member’s, Traveling Companion’s, or Business Partner’s Sickness, Injury or death or Other Covered Events as defined.If the customer is seeking further compensation we suggest she reach out [redacted] Travel to submit a claim. [redacted] Travel is our administrator for assistance and can be reached by calling 1-[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 [redacted], The Revdex.com has...

shared with us your correspondence regarding your recent experience with Orbitz. It is my understanding you are requesting a refund for the insurance purchased for your flight to Milan. I appreciate the opportunity to review your account, and respond to you. On your behalf I have contacted [redacted] Assistance to request a refund for the policy you had purchased; however, they have advised that a refund cannot be given for this policy. Unfortunately, as the insurance company has denied a refund, Orbitz would not be in a position to process a refund. Nevertheless, we do value you as a customer, and as a gesture of sincerity for your disappointing experience, we have added the amount of $103 in Orbucks to your account. They are valid until January 17, 2017 and are available to be used towards your next qualifying prepaid hotel booking. [redacted], we appreciate your business and hope you will continue to use Orbitz in the future for your travel needs. Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

I just booked a flight through orbitz... so I thought.
After selecting the lfights, and entering my credit card information, I got an error that my reseravation did no go through and I was to re select my flights.
The same message on the second time, then after the third time I checked my credit card activity online...and found that my credit card was charged again, 3 times.

And there was still no booking, there's no place to chat live or email, so I'm stuck fooled by a bogus fair that orbitz never intended to sell to me. And no message to tell me otherwise. Does orbitz care? I should have used [redacted].
Now I have to recheck and rebook a flight tomorrow which will likely have a higher rate, since my credit card has bogus charges on it and I cant use it now. Thanks Orbitz.

July 22, 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 Larry [redacted] (Revdex.com case number [redacted]) regarding a car reservation. We understand from Mr. [redacted] complaint he requesting a refund of recently purchased car reservation.Our records indicate on March 3, 2016 the customer self-booked a car reservation with Orbitz. The customer reserved a compact car from Thrifty. The car is due to be picked up on June 14, 2016, in Seattle, WA and returned to the same location on June 22, 2016.To enable us to appropriately address the customers concerns. We respectfully request that Mr. [redacted] provide us a copy of the receipt provided by the car rental company documenting the charge sustained for the rental car.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, 2015/07/09) */
Dear [redacted]
The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you further. It is my understanding that there were schedule changes made to your reservation, and Orbitz failed to notify...

you. Also, you encountered long hold times while speaking with Orbitz. I appreciate the opportunity to review your account, and respond to your concerns. On behalf of Orbitz, I sincerely apologize for the disappointing experience, and the inconvenience this has caused.
Our aim is to meet or exceed customer expectations, and I regret that in this case, we feel short of our goal.
I have checked your reservation history, and I see airline schedule changes in your itinerary history. I show we did reach out [redacted] on January 8, 2015 about both reservations. We were advised that someone would contact us back. Also, per Lufthansa, they did contact you as well regarding the changes.
During the booking process, Orbitz presents and customers must agree to the airline fare rules and Ticket Terms and Conditions. I have copied a portion of the terms below:
Air transportation, whether it is domestic or international (including domestic portions of international journeys), is subject to the individual terms of the transporting air carriers, which are herein incorporated by reference and made part of the contract of carriage. Times shown in timetables or elsewhere are not guaranteed and from no part of this contract. The carrier may without notice substitute alternate carriers or aircraft, and may alter or omit stopping places shown on the ticket in case of necessity. Schedules are subject to change without notice.
I show a refund request was submitted to Lufthansa. Please know this is not a guarantee but a request that has to be approved by the airline. If approved, the refund should appear on your credit card statement within 1 to 2 billing cycles.
The airlines do require the customer to contact them directly, especially if requesting compensation. Please contact them by sending an email to [redacted]@lufthansa.com.
We value you as a customer, and due to the long hold time, Orbitz has issued you a $100 USD future travel voucher to use on your next Orbitz.com flight, hotel or 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 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 July 9, 2016.
[redacted] I wish we could offer a more favorable response, but I show we did reach out to advise you of the changes. We appreciate your business, and we hope to have an opportunity to serve you in the future.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (3000, 7, 2015/07/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I actually noticed after I sent my response I only might have read partially Ms Handley's comments I thank you Ms Handley I have a high blood pressure and no good sleep for the last afew months because of this. I thank you for your sincere efforts and your apology on behalf of ORBITZ. Please please Ms Handley help me on bringing back my kid thats my highest priority I forgot about the vacation already and in terms of Lufthansa what happened to them I dont understand I can not even reach a live person or my mails calls never replied. Do they think they may be immune to US laws and regulations and how can be this unethical? Please remeber us on the back of your head until there is a resolution found.
Again thnaks for your efforts and please continue to help me on this.
[redacted] Orbitz long time customer.
XXXXXXXXXX
[redacted] be Ms Handley who wrote this response was not updated by their team correctly for the latest update. I received an email from ORBITZ today stating they founded out that what we said was true as we called and disagreed these changes and Orbitz apologizes us and they tell us that they are working with Lufthansa on refunding or giving us new tickets.
Ms Handley it is my sadness that I am a long time customer of Orbitz yet your answer clearly states me that you take me as not your customer dont even care about our case and as you never put yourselves in our shoes as a big company you take the easy way out although it is not correct and even your people admit we disagreed and they are continuing to work on our case you choose the easy way instead of as I said putting yourselves in our shoes and feeling our pain which was caused by your actions. I will add the email I received from Orbitz today which is admitting We called them disagreed with the changes and ORbitz apologizes us and they tell us they are working with Lufthansa to refund or get us new tickets which I expect from a big reputable billion dollar company like ORBITZ to act as any ethical business do which care and support and pay attention to their customers problems and take these injustices as somethings happened to them until they are corrected.
I am stating again that We never agreed with this change. We did not accept any changes again we should be crazy to accept these changes since as I said my son's high school graduation was contradicting this change and even as a ticket holder my son had also to attend his own graduation to graduate not to mention of us so we planned accordingly. But schedules were changed against our wills although my disagreement they kept me on the phone 4 to 6 hrs made my blood pressure go up everytime I call. Finally my attempts to customer relations department and talking to a manager one evening escelated this incident to your dedicated team and actually a last email I received from Orbitz today clearly admits that Orbitz found out that we called and we disagreed with these changes (why should not disagree are we crazy our son was graduating during the contradicting changed schedules) and mail actually does something very important for us,,, first time from ORBITZ we received an apology And ORbitz saying in the mail they are working with Lufthansa on refunding or accomodating new tickets.

As I said again and again My family's vacation plans are ruined my tickets were confiscated by ORbitz and Lufthansa so us now instead of being at a coastal town and swimming in deep blue mediterranean waters and mingling with our extended family members and friends at our destination instead you made our destination our home staring each other and remembering what you and Lufthansa did to us and you get paid almost 7000$ for this.
There is no point of waiting anymore for 2 big billion dollar companies do please refund or give me new tickets.
So what I kindly request ORBITZ please speed up the ticket refund and or changed ticket issuance process and care about us little more as your customers and pleasee do so before last week of July 2015 since as I said my 12 your child due to these actions is currently seperated with my in-laws at the travel destination and I have to go bring her back before her school starts so please stop playing and act like a bigname good company who cares about your customers and I am able to bring my child back before it gets even more complicated interms of damages and liability and pain and suffering considering we are already suffering and in pain bringing back our kid is the highest priority now and we need ORBITZ and LUFTHANSA to come to their senses and help us resolve this and stop treating like little ants but long time real customers (which are supposed to be everything for a company).
And one final word to Ms Handley please do not retaliate whoever the team or the employees who did the investigation and sent us this mail and apologized us I worked for big companies in silicon valley before I became disabled so I have disability and limited income and could not afford to pay tickets for the immediate priority for me to go to our destination before endd of july 2015 and bring my kid back with me before end of first week of august 2015 so I need two tickets for that immediately ahich could not afford after I wasted 7000$ for nothing now please as I said I am requesting everybody there to place yourselves in our shoes and feel our pain before sending out ignorant responses and please find us immediate ressolutions before this gets out of hand intemrs of damages liability and pain and suffering more.
I cleared out the name and email account and mail time date stamp of the email for considering if in bad faith Ms Handley or others in ORBITZ (which I hope that is not the case they should thank them for their findings) might retaliate the Orbbitz employee for telling the truth since I have doubts about work ethics of some of the Orbitz employees. Until I clearly understand the sincerety.
Thanks
MAil received from ORbitz today:
Orbitz
Response By Email (.....) (07/08/2015 ..... PM)
Dear [redacted]
My name is ..... We appreciate you being a part of our Orbitz Rewards program. It's my understanding that you were affected by a schedule change, and this affected the precious moment of your son's graduation since now you and your family are separated due to this unacceptable change and you would like a refund of one ticket.
[redacted] we sincerely apologize for the inconvenience this may have caused you. I understand that this was a very important occasion for you and your family. We have noticed that you have also called us in regards of this situation. This issue has already been escalated to a higher department and they have sent a refund request via email to Lufthansa. As soon as Lufthansa replies you will be informed of the resolution. However, please be advised that the refund could not be guaranteed.
We appreciate your business and hope you will give us another opportunity to fully restore your confidence in our products and services.
Sincerely,
.....
Orbitz Email Service Team
Orbitz Rewards
Instant Vacation Gratification
www.Orbitz.com
Customer By CSS Email ([redacted]) (07/07/XXXX XX:XX PM)
Our schedules changed by airline and we disagreed with the change but no acceptable changes made for us despite our efforts to communicate Orbitz and Lufthansa. As a result we could not use the return trip originating from LAX. My son had a high school graduation and we originally planned our trip for that. Our calls to Orbitz did not result in satisfied outcome. I need to get refund on all or atleast 2 tickets while at least one ticket(Cengiz [redacted]) schedule changed to for me to be able to use it.
Thanks for your help in advance
your policy states it clearly as I took it from your website (we disagreed with the change from the start but no suitable tickets were issued to us) now they tell us our tickets are forefeited. We need your help
"Occasionally the airlines must make changes to their flight schedules to accommodate changes in equipment, routing, or capacity. Airlines may also make changes due to adverse weather, mechanical or crew issues.
Orbitz will notify you by email if your reservation is impacted by a planned airline schedule change. However, sometimes we do not receive advance notice, so we always encourage you to check your flight status 24 hours before each portion of travel. Click here to check your "Flight Status"
The airline will always offer a replacement flight as a result of a schedule change, however the alternative flights are at the discretion of the airline and vary based on the rules associated with the fare of your ticket purchased, current schedules and available seats.
Orbitz will always work with the airline to find you an alternative flight as close to your original schedule as possible, however if these are unacceptable then please contact Orbitz customer service."
So please help us for this unacceptable situation our family is seperated due to this.
[redacted]
XXXXXXXXXX
Question Reference # XXXXXX-XXXXXX
Date Created: 07/07/XXXX XX:XX PM
Date Last Updated: 07/08/XXXX XX:XX PM
Orbitz PBORBXXXXXXXXXX and Orbitz PBORBXXXXXXXXXX
Final Business Response /* (4000, 12, 2015/07/21) */
Dear [redacted]
Thank you for the follow-up response. Please know we are waiting to get a response from Lufthansa regarding the refund request for the four tickets. Once we get a response, we will notify you immediately.
[redacted] thank you for your patience as we work with the airline to get this resolved for you.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL
Final Consumer Response /* (4200, 14, 2015/07/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you Jeanna there is definitely progress on the refund issue. But still our vacation is ruined. I am still having hard time trying to get the refunds.
Lufthansa sent me emails saying they processed the refund for around 945$ for each ticket. But when I checked the refunds for the first two came they are around 720$ there is a 225$ less than what Lufthansa said they were going to refund. Third refund did not camo yet (card ending 1018 is closed and not active I repeatedly told LH and ORbitz about this but I am ignored as usual and They told me (LH) they refunded the money to 1018 and I dont know how I will get that money. They dont care about me getting this money fully on time so I can arrange tickets to get my kid back which my kid is still seperated from us and I dont know how I will accomplish this since the time is now almost impossible.
LH justdoesnt care I keep saying I need the money ASAP so I can arrange tickets to go get my kid back but I feel like Iam speaking to a wall.
So they refunded the third ticket to a disabled inactive card(visa ending )1018 [redacted] from mexico Lufthansa office replied saying LH can not do any other means of refund I dont beleive it I can not even reach anybody. I am really tired about this whole thing
So just to let you know. In the mean time I received email from Orbitz saying it will be 45 days before the refunds are complete. Am I going to get two refunds from LH and Orbitz. If not why the refund amount is less than what Lufthansa said it was going to be 945?
I will try to contact inactive visa ending 1018 to see how I can get my money back.
Thanks for trying to help

Initial Business Response /* (1000, 5, 2015/09/23) */
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 requested your reservation be changed. However, when you arrived at the airport;...

you found the exchange had not been processed, so you had to purchase new tickets. I appreciate the opportunity to review your account, and respond to your concerns. On behalf of Orbitz, I sincerely apologize for the disappointing experience, and the inconvenience this has caused.
Please know we are currently still reviewing this issue. Can you go ahead and provide receipts for the new tickets you purchased?
Thanks,
[redacted]
Orbitz Customer Relations
Chicago, IL

August 31, 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 July 18, 2016 the customer self-booked a hotel reservation for five travelers using Orbitz.com. The customer purchased a two night hotel reservation at [redacted] South Padre Island TX, checking in on August 12, 2016, and checking out on August 14, 2016.On August 17, 2016 the customer sent an email to our customer service with an attachment containing he receipt from the [redacted]outh Padre Island TX showing the first rate for the first night if August 12, 2016 until August 13, 2016.The rate disclosed to the customer by the [redacted] South Padre Island TX 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 $31.76 for this reservation. 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.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service