Orbitz

Initial Business Response /* (1000, 5, 2015/03/31) */
Dear Mr.[redacted]
The Revdex.com has shared your recent correspondence pertaining to a possible refund for ski lift ticket. I appreciate the opportunity to review your account and respond to your concerns.
From your...

complaint, a ski-lift ticket was booked in conjunction with an airline ticket on January 14, 2015 for travel on February 3, 2015. After the booking was confirmed, the trip was canceled under the courtesy cancellation policy, due to a date error. The concern was the ski-lift tickets; these tickets were not canceled. The transaction has been disputed with the bank, subsequently being placed in collections. You are asking Orbitz to refund the ski-lift tickets, due to the error with the courtesy cancellation. Furthermore; your perception of Orbitz has become discontented due to the service you have received.
Mr.[redacted] I do understand your concern in this matter; travel can be a hectic experience, and Orbitz does try to meet the expectations of our customers with terms and conditions of sales along with knowledgeable and comprehensible staff.
According to my research, when the representative advised the courtesy cancellation of the airline tickets, the attraction tickets were not reviewed; if the representative reviewed the refund request with the vendor,[redacted], the vendor would have allowed the full refund.
Due to the error along with the escalation, Orbitz will honor the request and refund the ski-lift tickets in full. This will process today, March 31, 2015 in the amount of $534.00 to the card ending in [redacted]
Please allow 3-5 days for the credit to appear on your statement.
We take our customers' comments very seriously, and I thank you for your honest feedback.
Mr.[redacted] we thank you for bringing this matter to our attention. Your business is truly valued, and we hope you will provide us with a future opportunity to serve you with your travel planning needs.
Sincerely,
[redacted]
Orbitz Customer Relations

Initial Business Response /* (1000, 5, 2015/07/27) */
Dear Ms. [redacted]
The Revdex.com has shared your recent correspondence that you were dissatisfied with the [redacted] and Resort Hotel, and you are requesting a full refund for your stay. On behalf of Orbitz, I...

apologize for any confusion, and appreciate the opportunity to review your account and respond to your concerns.
I have reviewed your reservation history to better understand the nature of your concerns. Upon reviewing your account, our records show that you made a reservation at the[redacted] and Resort for April 1 - April 8. On March 10, Customer Service advised you that the hotel is under a partial renovation. The renovation included a new restaurant being built, and you were advised your room would be assigned far away from where the construction was taking place. On March 16, you contacted Orbitz Customer Service and asked to be booked at a different hotel and to honor the same rates you were paying at the Dream. You were advised there were no other all-inclusive properties offered in [redacted]. Dream offered to refund booking in full, but you declined the refund.
On April 16, you contacted Customer Service to request a full refund for your stay at Dream because you felt were dissatisfied with the property. On May 8, Customer Service contacted you to advise that Dream would refund you 50% of your stay for your inconvenience. On May 16, you declined the 50% refund and requested a full refund. We reached out to the hotel on your behalf, and they denied your request for a full refund; however, they would still refund you 50%. As an agency, Orbitz is required to follow the hotel refund policies, and were unable to refund your hotel booking as the request was declined.
Ms. [redacted] we certainly regret your disappointment in our services, but we were making every effort to assist with your requests, and we have been charged by the property for the reservation. Thank you again for the opportunity to address your concerns. We do appreciate your business, and hope we have a future opportunity to serve you.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (3000, 7, 2015/07/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is correct that 3 weeks before my vacation I was advised about construction at the hotel and refused any alternatives because by that time all prices went up. Such an advise suppose to be provided during booking which was done much in advance and not few weeks before vacation. In fact construction was not related to any restaurant , there was a building with rooms under construction.
Regardless of the above fact you need to read my complain letter again as none of my complains are actually related to the fact of construction.
I have purchased this trip from Orbitz and it is your responsibility to sell true services instead of fraudulent.
It is your job to make sure that you don't present 1-2 stars hotels as 4 stars all inclusive.
Have you advised me in advance that I will live in slams, eat fast food, have no blanket in my bed, no towels in the bathroom and in the beach? Have you advised me that hotel will be closing each night 2 restaurants rotating which ones are open and making a line for the guest to wait for hours to get in for a dinner?
Have you advised that in all-inclusive I will have hard time finding water for the kid?
Have you advised that in 4 stars hotel there is no entertainment and jacuzzi is broken? that in "spa and resort" spa isn't available for the guest and gym air conditioner is broken?
Have you advised that there is no customer service at the hotel for any questions and manager have not been there for months?
I have no interest in knowing what respond you received from the hotel because you are the compony which is responsible for 100% of the refund and not the hotel. I bought this trip from you and not from the hotel. In fact it is your business between you and the hotel to figure out how much compensation you can get from them - you have a contract with them, not me.
I have already started social media outreach letting people know not to buy anything from you. Orbitz will lose way more from just not booked trips- word of mouth on internet works!
I have several people responded to me already and thanked for my advice.
Do I need to start legal action and request much higher compensation that will include legal fees, mental stress, compensation for my time wasted on this complain process - in addition to the full refund?
I have 2 witnesses who will witness to all of my points.
Final Business Response /* (4000, 9, 2015/07/31) */
Dear Ms. [redacted]
Thank you for your follow-up response, and I appreciate the opportunity to address your continued concerns.
Ms. [redacted] we do regret your disappointing hotel experience. However, these issues can only be addressed and verified by the hotel. The hotel did recognize the issues and offered 50% refund of your stay that you have completed and utilized their services, but declined their offer.
We do regret your continued disappointment. Orbitz has been charged in full for the booking, and we are unable to grant your refund request. Thank you again for the opportunity to address your concerns.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL

Initial Business Response /* (1000, 5, 2015/06/11) */
Dear Mr. [redacted],
The Revdex.com has shared your recent correspondence pertaining to the problems encountered during your travels due to the Visa requirements. I appreciate the opportunity to review your account and...

respond to your concerns.
It is my understanding that your wife did not have the proper entry documentation for your international travel, and she was denied boarding for the flight, so you both had to travel back to the United States. You believe Orbitz should have provided you with this information.
Mr. [redacted], prior to confirming your international reservation, we do advise that special travel documentation is required. There is a link available for you to review the required documentation. This link is also available on your itinerary, and can be reviewed at anytime via your "My Trips".
International trips require special travel documentation for each traveler.
The Orbitz.com website has a specific link to [redacted] This website contains information about entry requirements for entry and transit into any foreign country, and return to the United States. The link to this website is: http://visacentral.com/passports.php?login=XXXXX.
On this link, you can enter the type of passport being held, and where you are traveling to, and it will advise if a Visa is needed or if there are other requirements that must be met. We certainly empathize with the inconveniences you encountered. However, we did provide access for you to review the requirements needed by the type of passport being held. Please understand that Orbitz does not hold the funds for the tickets reserved, and we would not be able to grant your compensation requests.

Mr. [redacted], we wish our response could be more favorable. Please be assured that Orbitz values 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
Initial Consumer Rebuttal /* (3000, 7, 2015/06/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still argue the point that though the Orbitz website advises to check for required travel documents it doesn't require that the information be accessed before allowing someone to purchase tickets. There should be additional procedures in place to protect the consumer from making ill advised purchases.
If Orbitz truly values my business, why did they consistently fail to provide me a response for more than two months in regards to my concerns while they immediately responded to the Revdex.com the very next day. If Orbitz genuinely desires that I provide them with a future opportunity to fully restore my confidence in their products and services, I would ask that they demonstrate leniency as I had originally requested by assisting me in recuperating a portion of my lost funds.
Sincerely,
[redacted]
Final Consumer Response /* (4200, 11, 2015/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I recognize that Orbitz does not have a legal obligation in this case, however, I will still argue that it is much too easy for an innocent customer to purchase airline tickets without full knowledge of the financial risks involved. As we all know, the terms and conditions pages on most websites are often very wordy and lengthy. Being asked to check a box to indicate that you agree with the conditions may meet the legal requirements for the website but it certainly doesn't guarantee that the customer has been made aware of the risks involved in making the purchase.
I am still not clear why Orbitz is not willing to offer any leniency. Orbitz' revenue in 2014 approached 1 billion dollars. A partial refund or travel voucher toward a future trip would have been a gesture of good faith that would have earned my continued loyalty as a customer.

I receive promotional e-mails from Orbitz on a regular basis. I would like to kindly request that they remove my address ([redacted]@juno.com) from their mailing list.
Sincerely,
[redacted]
Final Business Response /* (4000, 13, 2015/06/18) */
Dear Mr. [redacted],
Thank you for your follow-up response, and I appreciate the opportunity to respond to your continued concerns.
At Orbitz, we make every effort to make all terms and conditions as simple as possibly for our customers review. . Please understand that Orbitz does not hold the funds for the airline tickets reserved, and we are just not able to offer a refund for the tickets.
Mr. [redacted], I understand that this is not the response you were hoping for, but we are unable to grant your request. Thank you again for the opportunity to address your concerns.
Sincerely,
[redacted]
Orbitz Customer Relations

I was trying to book a hotel in Bloomington, MN for 2 nights starting August 22, 20134. The search turned up several hotels I've stayed at before and enjoyed. the first one showed a rate of $119, but when I tried to book it came back at $129. The second was a similar experience, but the price difference between Orbitz' website and actual booking was much greater. It was a very disappointing experience to go through Orbitz 0 they didn't have the best rates, and in fact didn't even know what the rate was! Get you deals somewhere else, they're not here.

Complaint: [redacted]
I am rejecting this response because:
 
It doesn't  satisfy the customer and clearly shows no concern for the customer. I am demanding some type of compensation for everything I have gone through with your company.
Sincerely,
[redacted]

I was trying to purchase a ticket for my mother and I received the worst customer service ever from "Chelle" in the Sales Department! She literally, made me feel that I was incompetent because I wanted clarity...

Even though my ticket was an amazing price, the overall experience was ruined by her horrid attitude! I even stated to her that since it seemed that my questions and need of assistance seemed to bother her to transfer me to the her team lead and/or supervisor and I got a complete run around! I am considering canceling the ticket and going through one of the other sites that offered the same ticket for the same price just because of the lack of customer service which is very un-personable and not appreciated!

With people providing customer service like "Chelle" it makes sense that everything is becoming automated and online based, if anyone ever asks me about using a third party for flights, hotels etc I will N-E-V-E-R recommed Orbitz​!!!

December 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 Mr. [redacted] complaint he is unhappy about the level of customer service that was received when booking his flight reservation.Our records indicate on December 11, 2016 the customer booked a round trip flight reservation using Orbitz.com for four travelers with an Orbitz agent. The flight reservation was operated by [redacted] Air Shuttle, with flights departing on June 7, 2017 from Boston, MA to London and returning on June 16, 2017.Please accept our apologies for any lack of service the customer received while trying to complete his booking. It is never Orbitz’s intent to mislead or to cause inconvenience to our clients, and we are sorry that Ms. [redacted] feels 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. We take Mr. [redacted] comments extremely seriously and will internally handle this issue with our agents.We can confirm that Mr. [redacted] contacted Orbitz on December 11, 2016, to cancel the reservation. Our agent immediately canceled the customer’s reservation. Since the flights were successfully voided the same day of purchase, the authorization of $1,912.52 should have been released back to the customers card. These authorizations typically release within 24-48 hours.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

Revdex.com:
I appreciate the company's comments indicating that the situation was not uniquely its own fault. Nevertheless, I would strongly urge Orbitz to review its customer service procedures to ensure that agents are more carefully trained to understand and effectively route customers' concerns.
I would note, to that effect, that minutes after my three-hour conversation with Orbits I received an email (1) stating that Orbitz had unsuccessfully tried to contact me via telephone and (2) advising me to contact the airline directly. That kind of communication frankly adds insult to injury because (1) no incoming calls were ever placed, and Orbits had my correct number on file and (2) I had explained in painstaking detail that it was impossible to contact the airline, an experience shared by the Orbitz agents themselves.
Nevertheless, I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I would like to thank the Revdex.com for its efforts to keep companies to account.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2014/12/18) */
Dear Mr.[redacted]
The Revdex.com has shared your recent correspondence pertaining to the return portion of your flight being canceled after you missed the outbound flight. I appreciate the opportunity to review your account...

and respond to your concerns.
Please know that if a customer misses the outbound portion of their flight, the airline will automatically cancel the return potion. Upon reviewing your account, I can see that a new ticket was reserved to depart on January 11, 2012; however, I show that this was reserved online and not by an agent.
Due to the age of your booking, the information that I can see if very limited, and we cannot access any of the ticket information as this is purged by the airline after one year. However, I do show that one of our Customer Relations Specialist did respond to you back on January 23, 2012, and it was found at that time that there was not an agent error made on your reservation.
Mr.[redacted] we regret to hear of your continued disappointment, but we are unable to offer any refunds on this issue. We do appreciate your business, and hope that we have a future opportunity to serve you.
Sincerely,
[redacted]
Orbitz Customer Relations

September 19, 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.Orbitz is responding to the consumer complaint from [redacted] (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.We apologize about any inconveniences or frustrations that have been caused by Orbitz. We would like to advise you that when following the link below we were brought to a page with a drop down that says “For Refund Questions”. After clicking on the arrow Ms. [redacted] must fill out the boxes that have the title “Send Us an Email”. Due to Ms. [redacted] cancelation reason this is the best way to request [redacted] Airlines to refund the unutilized tickets or receive a possible waive of the change fees. The customer must fill out the form for each ticket/document number. Please utilize the information below.Document/Tickets for [redacted]: [redacted] and [redacted]Document/Ticket for [redacted]https://prefunds.aa.com/refunds/refundsContactWe 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

Initial Business Response /* (1000, 5, 2014/03/25) */
Dear [redacted],
The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you further. I understand a schedule change was made to your flight on May 26, 2014. However, you do not like the long...

layover. You would like to find a flight with a shorter layover. I appreciate the opportunity to review and respond to you.
The schedule change made to your flight was initiated by [redacted] Airlines. I have spoken with them on your behalf, and they have offered the options below. If either flight option works for you, please let me know, and we will work with [redacted] to get it confirmed.
DL 158 26MAY MO ICNDTW 1225P 1225P
DL3515 26MAY MO DTWRDU 155P 341P

DL1238 23JUN MO RDUDTW 1245P 237P
DL 159 23JUN MO DTWICN 359P 625P#1
Or
DL 158 26MAY MO ICNDTW 1225P 1225P
DL3625 26MAY MO DTWRDU 325P 505P

DL1238 23JUN MO RDUDTW 1245P 237P
DL 159 23JUN MO DTWICN 359P 625P#1
[redacted], I look forward to hearing from you. We appreciate your business, and we look forward to serving you in the future.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL
Final Consumer Response /* (2000, 7, 2014/03/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you. I will accept the following flights offered by [redacted].
DL 158 26MAY MO ICNDTW 1225P 1225P
DL3515 26MAY MO DTWRDU 155P 341P
DL1238 23JUN MO RDUDTW 1245P 237P
DL 159 23JUN MO DTWICN 359P 625P#1

Dear Ms. [redacted] The Revdex.com has shared with us your recent correspondence regarding your experience with Orbitz. It is my understanding you wish to make a change to your reservation to Frankfurt. I appreciate the opportunity to review your account and respond to...

you. As I have previously advised you via our email exchange, if you are to make a change to the reservation more than 14 days before the original departure you will be responsible for a $200 USD Condor Airlines fee per person, plus any difference in the airfare per person. If the change is made within 14 days of departure you will be responsible for a $400 USD Condor Airlines fee per person, plus any difference in the airfare per person. Ms. [redacted] as Orbitz is an online booking agency, we do have to abide by the rules placed on your ticket by Condor Airlines, the rules that were agreed to at the time the booking was made on the Orbitz website. Unfortunately, as Condor Airlines has advised those fees would be charged to make a change, Orbitz is not in a position to waive them. I understand this may not have been the answer you were looking for; however, we do appreciate your business and hope you will provide us with a future opportunity to serve you with your travel planning needs.Sincerely,Shalon [redacted]Orbitz Customer RelationsChicago, IL

June 15, 2016
"Arial","sans-serif";">Revdex.com
Complaint Department – Orbitz
Re: 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 flight reservations. We understand the customer is requesting that Orbitz process a refund for her non-refundable flight reservations.
Our records indicate that on May 25, 2016, the customer booked combined one way fare flight reservations – itinerary [redacted] – using the self-service tool on the Orbitz website. Travel on August 30, 2016, is with [redacted] Airways departing from Jacksonville, Florida to Syracuse, New York. Travel on September 6, 2016, is with [redacted] Airways departing from Syracuse, New York to Jacksonville, Florida for one passenger
Upon further research, we were able to confirm on May 25, 2016, the customer contacted Orbitz to redeem their $100.00 E-Special Rate Hotel Electronic Travel Coupon, stating they were advised that they could use their $100.00 coupon that was issued for itinerary [redacted] for a future airfare booking. As a good will gesture, the agent refunded of $100.00 on the new itinerary -- [redacted] back to the customer’s original form of payment.  At this time no requests for cancellation were made.
On May 27, 2016, the customer contacted Orbitz to cancel their flight reservations for a full refund stating they had attempted to call the previous day to cancel within the 24 hour free cancellation period, however, due to high call volume they did not get through to an agent process the cancellation. The assisting representative stated the customer was no longer within the void window, tickets were non-refundable.
At the time of booking the customer was advised and agreed to the following terms and conditions:
Tickets are non-refundable
Tickets are non-transferable
Changes on the outbound flight will incur a $90.00 penalty, plus any increase in the cost of airfare.
Changes on the inbound flight will incur a $90.00 penalty, plus any increase in the cost of airfare.

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.
 
Please note that 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.  Each airline has its own specific set of policies and procedures, as does each ticket purchased or package reserved. [redacted] Airways was the operating carrier and merchant of record (the entity that received the customer’s funds and the companies that charged their credit card). Any change fees are set and collected by the airline. We hope you understand that we must abide by the rules and restrictions set forth by travel providers with which we do business, such as [redacted] Airways.
 
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.
Orbitz may offer Customers the opportunity to book a reservation for a combination of two one—way tickets instead of a roundtrip ticket. Combined one-way tickets may provide a greater choice of flights, are often cheaper and can be combined on the same airline or on different airlines. Unlike roundtrip tickets, each one-way ticket is subject to its own rules, restrictions, and fees. If one of these flights is affected by an airline change (e.g. cancellation or rescheduling) that causes a Customer to make changes to the other flight, the Customer will be responsible for any fees incurred for making changes to the unaffected flight.
 
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.
Given the above, we are unable to offer the customer any additional compensation.
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

Dear Ms. [redacted]
The Revdex.com has shared with us your recent correspondence regarding your experience with Orbitz. It is my understanding you wish to make a change to your Orbitz confirmation number PBORB-842-940-770.  I appreciate the opportunity to review your account...

and respond to you.As I have previously advised you via our email exchange, I found that you booked your flight and chose the return on November 26.  We certainly understand that mistakes can be made especially on the website. However, we show the flights that were confirmed are the flights that were requested at the time of booking.  As an agency, Orbitz is required to follow the airline’s change fee policy.
Furthermore, I found that you contacted American Airlines to make changes to your booking.  Orbitz no longer had control over your booking.  Any further changes or requests would need to be directed with American Airlines. As we no longer have access to the new tickets issued, your “My Trips” may not update properly.  You would need to contact American Airlines for any further changes or concerns regarding your flights.  
Ms. [redacted] we know this is not the answer you had hoped for, and we apologize for any inconvenience this may have caused.  We appreciate your business, and we hope you will provide us with a future opportunity to serve you in the future with your travel needs.
Sincerely, 
Luisa [redacted]Orbitz Customer RelationsChicago, IL

Complaint: [redacted]
I am rejecting this response because: I have yet received any confirmation of the new bookings that have been made for my mother and my nephew.  I would like an updated itinerary and confirmation # from Orbitz for the tickets that they have purchased. 
I have used Orbitz for many years, the lack of communication with their customers when a problem arises is unacceptable if the communication was open there would be no need to file a complaint. 
Please forward me the new itinerary and confirmation number for the tickets purchased. 
Sincerely,
[redacted]

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 Seamus [redacted] (Revdex.com case number [redacted] regarding a flight reservation. We understand from Mr. [redacted] complaint he is requesting a refund for a canceled flight.  Upon further research, we are unable to locate an Orbitz.com itinerary related to Mr. [redacted] complaint. We respectfully request that Mr. [redacted] provide us with an email address used to book the reservation and the itinerary number. If he is unable to provide the requested information we request Mr. [redacted] submit a copy of the credit card statement documenting the charge sustained for the flight tickets. We ask he omit any personal information from the document, for security purposes. The requested information will enable us to appropriately address the customers concerns regarding a refund. The customer may submit the information through the complaint submission on the Revdex.com.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, 2014/08/03) */
Thank you for contacting Orbitz via the Revdex.com. We appreciate the opportunity to review and respond to your concern.
I understand that your concern is that the connection time for travel exceeded the period allowed...

for connections and you feel Orbitz is responsible for this event.
Mr.[redacted], please know minimum and maximum connection times are determined by the airport authority, government agency and adhered by the airline and all travel providers. In the case of third party agencies, such as Orbitz, we must adhere to the airline schedule, as published in accordance with government mandated standards, airport standards, etc. Please understand itinerary/schedule options are provided directly by the air carriers and remain under the exclusive control of the airline. No itinerary, schedule, flight, for air carrier service is available without the airline supplying, confirming, and collecting payment for the ticket.
Further all tickets issued for travel, regardless of issuing agency, are only confirmed with the expressed approval of the airline providing transport. This approval is designated by the airline locator and ticket validation. Orbitz is not responsible for airline schedules, connections, transfer or entry/exit guidelines. This limitation is stated within our terms and conditions.
Regardless of our limitations in such matters, we'd like to review your concern more closely. However, you've not provided the Orbitz Confirmation and/or ticket numbers associated with your concern. Upon review of the Orbitz Member account associated with the email provided, I found no single booking/itinerary/ticket or reservation with the matching the description provided in your statement.
Please understand, if you're concern is due to separate reservations booked independently for travel through a location, or city, you are responsible for adherence to any international documents, travel rules, and airline policies. Neither Orbitz nor the airline would be responsible for errors or miscalculations between reservations or separate ticketing. I apologize for any misunderstanding if this is the case.
Mr.[redacted], please review your reservation(s) and provide the Orbitz Confirmation and/or ticket number for review if a singular reservation is at issue. We'll be happy to investigate further on your behalf.
Thank you for sharing this concern. We look forward to looking into this matter further.
Kind Regards,
[redacted]
Orbitz Customer Relations
Chicago, IL

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I am rejecting this response because: If I had been able to see the state line inn prior to booking, Orbits only shows a picture of the bed,  i most definitely would of cancelled the booking within the time frame, this Inn is very poorly promoted on the Orbitz website, they do not advise that people live in this hotel , they do not advertise that the cat urine smell is overwhelming, they do not have a clean facility, they do not have cleanliness or an area to provide the "free continental breakfast", the vending machines are filthy, the room and linens are the odor of smoke and cat urine, I was actually scared to stay at this Inn when I seen the old run down vehicles, people standing in groups outside, I was worried about my vehicle, as I said, if orbitz advertised the filth of this facility I would of never booked this reservation as after leaving like I noted in complaint there were 2 more hotels at the very next exit that were very acceptable, nice, clean, no cat urine odor and no one "living" in the hotel, and the room was the exact same price, and there facility had a dining area that did provide a very nice breakfast.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2014/07/28) */
Dear Mr.[redacted]
Thank you for contacting Orbitz via the Revdex.com. On behalf of Orbitz, I sincerely apologize for the delay in receiving your refund.
It is my understanding that you made a change to your booking with...

Orbitz on October 29th, which resulted in you being placed in economy class of service.
In reviewing your booking history, I see that a refund was processed on July 22nd. The refund amount of $1870.00 USD will post to your account ending in[redacted] in 3-5 business days.
Please confirm this refund amount with your bank, as our records support the refund processed through without error.

Mr.[redacted] while we certainly regret that the refund did not process in a timelier manner, regrettably, Orbitz is unable to refund your phone usage in the amount of $240.00.
As a gesture of our sincerity, Orbitz would like to offer you a $150 USD future travel voucher on your next prepaid Orbitz.com airline, hotel or vacation package booking. Our voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needs.

Here are the instructions for the future travel voucher:

When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [email protected]. Please reference case number [redacted] and my letter offering the $150 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 28, 2015.
We hope you will accept our voucher in the spirit it is intended.
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