Orbitz

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

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

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...

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 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...

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

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.

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, 2015/03/31) */
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

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

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

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

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, 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

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

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​!!!

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

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

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