Orbitz

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

Dear Ms. [redacted], The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you further. It is my understanding that you are...

upset to find that your reservation under record locator [redacted] did not qualify for our Best Price Guarantee Program. I appreciate the opportunity to review and respond to your concerns. As with any Marketing program, there are terms and conditions that one must meet to receive the reward. We do state in our terms and conditions, that the price difference cannot be due to taxes, fees, a change in or use of a different foreign exchange rate, or the use of a promotion code, coupon code, or other discount on a competitor’s site. Also, after reviewing the screen shot you sent; we show the base rate was higher than what was booked on Orbitz.com. Unfortunately, as the terms and conditions were not met; we cannot approve your claim. However, I do show you were issued a $50 future travel voucher. That voucher has already been redeemed to the credit card used to make the new booking. It usually takes 3 to 5 business days for the refund to post to the account. Ms. [redacted], thank you for allowing me to review this with you. 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 Business Response /* (1000, 5, 2014/12/10) */
Dear Ms. [redacted]
The Revdex.com has shared your recent correspondence pertaining to the airline credit you are wanting to use towards a new flight reservation. I appreciate the opportunity to review your account and respond...

to your concerns.
At this time we are still reviewing your reservation, and working towards a resolution. Please know that we apologize for any delays, and we will reach out to you once we have any further information.
Ms.[redacted] we appreciate your patience.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL.
Consumer Response /* (-5, 10, 2015/01/16) */
The response from the business stated they will see what they can do; however I was never notified of an actually resolution to my problem.
Consumer Response /* (-5, 11, 2015/01/16) */
This case has not been resolved. The company never notified of a resolution. Please advise if I will need to resubmit my claim.
Consumer Response /* (3000, 14, 2015/01/20) */
I never received a resolution from orbitz. Please assist.
Thank you
Business Response /* (4000, 16, 2015/01/23) */
Dear Ms. Haynes
,
The Revdex.com has shared your recent correspondence pertaining to the Qantas Airlines flight reservation that you have cancelled on August 4, 2014. I appreciate the opportunity to review your account and respond to your concerns.
Ms. Haynes, we certainly apologize for any confusion, and we really appreciate your patience while we investigated this matter. I have confirmed with Qantas Airlines and our Refund Department that the unused taxes for both of your tickets have been refunded to your account on December 8, 2014 in a total amount of $405.20. Please allow up to 45 days from that date to receive this refund to your account.
Furthermore, after reviewing your account I have confirmed on August 8 you contacted an Orbitz Support agent in regards to processing an exchange; however, we were unable to locate your specific flight request. At the time of this call, our agent advised you of the airline change fee of $200, reissue fee of $30 and any difference in fare to be added at the time you choose to exchange your ticket. In addition to the agent advising you of the penalties, you were also advised that you would need to cancel and rebook prior to your departure. We do show your tickets were cancelled online the Orbitz.com website, and at this time, the tickets do not have a value. Unfortunately, Qantas Airlines only allows the reservation to be rebooked prior to the departure date for these tickets.
To complete the cancellation process, all users are required to agree to the fare rules and the terms and conditions that govern that ticket. At this time, your ticket has no value. Please understand Orbitz is only a distributor of tickets for airline carriers we display on our site. This entire fare was paid to Qantas Airlines and Orbitz is required to adhere to all of the airline's rules and restrictions.
Ms. Haynes, we wish our reply could be more favorable. However, we are confident that you were informed of all pertinent information, including the time frame in which an exchange could successfully be processed for your tickets prior to the cancellation you processed on the Orbitz website.
We appreciate your business and we hope you will provide us with a future opportunity to serve you with your travel planning needs.
Sincerely,
LaToya Snell
Orbitz Customer Relations
Chicago, IL.

Dear Ms. [redacted] The Revdex.com has shared your recent correspondence pertaining to your Orbitz...

confirmation number PBORB2663938294.  I have reviewed your reservation history to better understand the nature of your concerns.  I found that you purchased a round trip ticket to Pensacola to Denver on December 23. Furthermore, you did not use your outbound flight and when you checked-in for your return flight it had been cancelled. Please understand that when you purchase a ticket, the segments need to be used in date order, if the segments are not used in sequence, the airlines will cancel the entire booking.  This what the airlines call a “no show." This would be the same policy if you purchased your tickets with an agency or with the airlines directly.  In your case because you did not use your outbound segments, American Airlines automatically canceled your return flight.  As a travel agency, Orbitz is required to follow all airline rules and restrictions. Furthermore, because you “no show," Orbitz or American Airlines, the websites are not setup to send messages when the customer does not voluntary check-in for their flight.  I apologize for any inconvenience this may have caused.  On your behalf, I have contacted American Airlines.  The American Airlines agent advised, that American Airlines can change the status of your ticket in order for you to reuse your funds for future travel.  However, American Airlines charges a $100.00 fee to change your ticket status and allow you to reuse your ticket.  Also, once you are ready to use the funds, American Airlines will charge a $200.00 change fee and plus any fare difference for your new booking. As a onetime gesture, Orbitz will waive the $30.00 service fee when you have your ticket reissued. I do understand that mistakes do happen and please understand that I am empathic to your concerns. However, as a travel agency, Orbitz does have to follow the airline’s policies and restrictions, otherwise Orbitz would be fined by the airline. Ms. [redacted] should you wish to have the ticket status change, please let me know, and I will use your account to charge American Airlines $100.00 imposed fee to change your ticket status in order for you to reuse the funds.  Sincerely, Luisa [redacted] Orbitz Customer Relations Chicago, IL

Initial Business Response /* (1000, 5, 2014/08/01) */
Mr. [redacted],
Thank you for contacting Orbitz via the Revdex.com. We appreciate the opportunity to review and respond to your inquiry.
I understand from your comments that an original reservation was "phone booked" via...

Orbitz.com Sales on February 16, 2014. The ticket was to be Round-trip from Fort Lauderdale to Las Vegas, NV. Departing March 23, 2014 and returning March 28, 2014. Later, March 16, 2014 you contacted Orbitz to make a change to the return portion of your reservation. However, upon arriving at the airport, March 23, 2014, you found no departing flight was confirmed.
Mr. [redacted], we sincerely regret you've had any difficulty with your travel. However, upon review of the account and reservations associated with Orbitz Member email[redacted] no trip booked on February 16, 2014. Regrettably upon review I only found the trip, as you mentioned, booking on March 16, 2014 for one-way travel on March 28, 2014. This is Orbitz Confirmation# [redacted], USAirways ticket [redacted]
Please know that there were no "changes" to this ticket. The ticket was used as originally booked for travel; one-way with departure on March 28, 2014 from Las Vegas to Los Angeles. Traveler - [redacted], ticket value was paid to USAirways in the amount of $129.00USD. This ticket was originally booked on March 16, 2014 and fully used March 28, 2014.
However, I did find your referenced reservation, booked under a different Orbitz Member Account for Mrs[redacted]. Orbitz Confirmation [redacted] was booked on February 19, 2014 for traveler Andrew [redacted], USAirways ticket[redacted] As you mentioned the travel was booked for round-trip travel departing March 23, 2014 from Fort Lauderdale and returning March 28, 2014.
Please know, as you mentioned the travel was cancelled, also on February 19, 2014, same day as booked. Therefore, as we advised Mrs. [redacted] at the time of cancellation, the ticket cost of $567.00USD paid to USAirways was refunded to card ending 0042. There would be no further credit/ticket value -all funds were refunded back in February. Please do review the associated billing statements for the corresponding "credit/refund".
The reason you incurred no "change fees" for Ms.[redacted] ticket, purchased March 2014 was due to the fact the reservation was booked new. In addition, please know the original ticket, booked February 19, 2014, was for travel valid only in your name. Therefore, in the event cancellation for "future use" occurred, only the original traveler may apply the credit to future travel. USAirways credits are non-transferrable. Regardless, in this case, the original ticket, [redacted], was "courtesy cancelled" for full refund.
Mr. [redacted], thank you for contacting Orbitz. Please do let me know if you have further questions or concerns. We value your business and hope for future opportunity to serve your travel needs.
Kind Regards,
[redacted]
Orbitz Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (3000, 7, 2014/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Ms[redacted]
Your response indicates that you do not understand what has transpired... at all.
1. My reservation was not "phone booked". It was booked via your website by[redacted] (my assistant)
2. Your website charged my credit card twice when[redacted] made the booking. We noticed this and[redacted] called in that same day to cancel the duplicate reservation. This resulted in the $567.00 refund. This is NOT an issue at all and does not need to be considered or discussed further.
3. [redacted]'s ticket that I purchased has absolutely NOTHING to do with this situation. The fact that you based the majority of your response on her ticket is frustrating.
Your reply has nothing to do with the issue(s) that I experienced. Fortunately another Orbitz employee was able to comprehend the situation and your company's failures. Despite not getting the full reimbursement I was promised, I will be accepting the $500 travel voucher was offered.
I suggest tightening up your internal systems so that you aren't responding to Revdex.com complaints with total nonsense.
-[redacted]
Final Business Response /* (4000, 9, 2014/08/08) */
Mr. [redacted],
I understand that your position is that your account history and booking records are not properly represented by my previous response. Therefore, please provide the Orbitz Confirmation number to which you refer. I will be happy to re-review our records in case of any error.
Thank you for providing the clarification of Orbitz Confirmation necessary for any further review.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL

Dear Mr. [redacted]
The Revdex.com has shared with us your...

correspondence
regarding your recent Orbitz experience. It is my understanding you are
requesting a refund for the checked baggage fees you incurred on your recent
trip to New Delhi as you state you were misinformed regarding the airlines baggage
policy. I appreciate the opportunity to review your account and respond to your
concerns.
On behalf of Orbitz, I would like to apologize for any
frustration this has caused you.
Please know on your outbound flight to New Delhi as your
first flight was with United Airlines you do have to adhere to their checked
baggage rules and not Air India’s. I understand you state you contacted Orbitz
before you made the booking on May 11, 2015, and they advised it would be Air
India’s baggage policy that you follow; however, upon further review we do not
show an agent accessed your account until December 5, 2015. Unfortunately, as
we cannot verify the information provided to you, Orbitz would not be in a
position to process a refund for the additional amount United Airlines charged
you for your baggage on the outbound flight.
Mr. [redacted] I have verified with Air India that your
tickets only allowed 1 free checked baggage for the return flight. As the information
provided on the Orbitz site does state Air India allows 2 free checked bags,
Orbitz will provide you with a refund for the fees charged for the second bag
on your return flight, from New Delhi to Detroit, once you have provided me
with the receipt for the charges. You can scan and attach them to your reply, or
you can fax them to my attention at 1-800-520-0459.
We appreciate your business and hope you will continue to
use Orbitz in the future for your travel needs.
Sincerely,
Shalon [redacted]
Orbitz Customer Relations
Chicago, IL

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

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

Initial Business Response /* (1000, 5, 2014/07/10) */
Hi Mrs.[redacted]

Thank you for contacting Orbitz via the Revdex.com. We appreciate the opportunity to review and respond to your request.
I understand that you were told that a booking was non-cancellable and...

non-refundable, disputed the charge via your bank, and were denied credit through the bank. Therefore, you've been advised to contact Orbitz to request refund. In order to review this issue, I'd need to access to your Orbitz Member Account and booking details.
However, the email address provided, [redacted]@western.org is not associated with an Orbitz Member Account; and the customer/traveler names[redacted] are not "unique" within our system/records. Regrettably without the proper info to identify your booking, I'm unable to investigate this issue and assist.
Mrs.[redacted] if you'd please provide the Orbitz Confirmation# and Orbitz Member Email associated with the booking, I will be happy to look into this event further.
Thank you for reaching out. I look forward to receiving your Orbitz info.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (3000, 7, 2014/07/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
record locator PBORBXXXXXXXXXX[redacted] I want you to take care of this for me and just refund my money back please. I don't want another trip from your company.
Final Business Response /* (4000, 14, 2014/07/21) */
Mrs.[redacted]
Your trip as self-booked held certain supplier penalties. You were properly advised at the time of booking and agreed to the supplier terms, including airline fare rules; well as Orbitz Terms and Conditions. Orbitz does not hold the funds paid for airfare - airfare was charged directly by the carrier. And as advised, the hotel as agreed at the time of your selection and confirmation, was paid by Orbitz.

Regrettably, no Orbitz refund is possible. I wish our response could be more favorable. We sincerely apologize for any continuing dissatisfaction in this regard.

Kind Regards,
[redacted]
Orbitz Customer Relations
Chicago, IL
Final Consumer Response /* (4200, 12, 2014/07/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I Want my money back bottle line some one with your company need to send me a refund check.

April 14, 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 Edward [redacted] (Revdex.com case number [redacted]) regarding a car reservation. We understand from Mr. [redacted] complaint he requesting a refund of the insurance purchased for a recently unused car reservation. On April 14, 2016, we contacted Mr. [redacted] to acknowledge receipt of the Revdex.com complaint but were but were unable to reach the consumer.Our records indicate on January 31, 2016 the customer self-booked a car reservation with Orbitz. The customer reserved a [redacted] [redacted] or similar with [redacted]. The car is due to be picked up on March 19, 2016, in Cancun and returned to the same location on March 25, 2016. The customer also purchased “Car collision damage protection”.We can confirm that on March 31, 2016 the customer emailed our customer service requesting a refund of the car insurance since the car reservation was never utilized. Due to security purposes Orbitz is unable to process refunds requested via email.As an effort to advocate on the customers behalf we contacted [redacted] on April 14, 2016. [redacted] advised us that on March 19, 2016 Mr. [redacted] was unable to utilize the car reservation. Due to this we are able to refund the unutilized “Car collision damage protection”. As of April 14, 2016 a refund of $77.00 was processes to the customers original form of payment. The time it takes the refund to post to the customer’s account depends on the time it takes the Mr. [redacted] credit card company to process refunds.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

Initial Business Response /* (1000, 5, 2014/03/26) */
Dear [redacted]
The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you further. I understand you are upset due to the amount you were charged to change your reservation, and you would like a...

refund. I appreciate the opportunity to review and respond to you.
Please know each airline provides us with the terms and conditions of their ticket which we must follow. Per the terms and conditions set for your flight by United Airlines, the ticket you confirmed was non-refundable. To change the reservation, you would incur the airline penalty fee of $200, an Orbitz fee of $30 plus any additional fare. During the booking process, you are able to see in full the rules set in place by the airline for the specific ticket you have selected. Under the Review Fare Rules, Terms and Conditions section of the booking process, it does state: "See an overview of all the rules and restrictions applicable for this fare."
The rules and restrictions portion of the sentence is in blue, which when clicked on will take you to the complete rules of the ticket you have selected. You must agree to the terms and conditions before you can complete the purchase. Also, per the documentation in the record, the agent advised you of the fees to make the change, and you agreed. Orbitz, as a travel agency, has to abide by the fare rules placed on the ticket by the carrier. Unfortunately, we are unable to refund the fees incurred to change the reservation.
[redacted] I wish I could offer a more favorable response, but we do have to follow the airline rules and restrictions associated with your reservation. If you have any questions, please let me know. We appreciate your business, and we hope to have an opportunity to serve you in the future.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL