Orbitz

Complaint: [redacted]
I am rejecting this response because: The entire matter was caused by Orbitz representatives, the investigation process resulted In favoring Orbitz, however Orbitz lied to protect themselves and not have to reinstate my ticket. I ended up paying more money to travel to my destination. 
I do not accept the response.
Sincerely,
[redacted]

November 8, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the...

comments and concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding a hotel reservation. We understand from the customers complaint they are unhappy about a submitted best price guarantee claim.Our records indicate on October 29, 2016 the customer self-booked a hotel reservation for two travelers using Orbitz.com. The customer purchased a one night hotel reservation at [redacted] Express Inn - [redacted] checking in on November 24, 2016 and checking out on November 25, 2016.After further review of the customer complaint we are able to verify that this was resolved via Revdex.com complaint ID [redacted]. As of November 4, 2016 Orbitz has submitted a refund of $0.54. 50 Orbucks was also added to the customer’s account.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 your recent correspondence pertaining to a reservation you tried to book on our website. Also, when you contacted our service...

department for assistance; they were not helpful. I appreciate the opportunity to review and respond to your concerns. On behalf of Orbitz, I apologize for the disappointing experience and the frustration this caused you. I’m very sorry for the difficulties you encountered on our website, and the lack of professional of behalf of our staff while trying to confirm a reservation. Orbitz strives to provide the best possible customer service, and I regret that in this case, we fell short of our goal. Please know we make every effort to keep our website updated, but occasional technical issues are inevitable in the e-commerce industry. Orbitz strives to quickly correct any website problems we may have. I apologize again for the website problems that affected your booking experience. [redacted], I do see you are a loyalty Orbitz member. In the appreciation for your continued business and support, I have placed $50 loyalty points in your account. Our Loyalty program is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needs. These are available for you to use immediately toward a prepaid qualify hotel booking, and they will expire on December 31, 2016. [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 Chicago, IL

Dear [redacted],   Thank you for your response.   On behalf of Orbitz, I apologize for your continued disappointment.   Please know as a onetime courtesy we have redeemed the $100 future travel voucher towards your reservation to [redacted]. The refund will appear back to the original form of payment within 3 to 5 business days.   As I previously stated as [redacted] processed the exchange and charged you for the change you will need to contact them for any further compensation requests. You can contact them by visiting their website, http://air[redacted].com/feedback-form.htm, and filling out the required information.   Sincerely,   [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]

July 8, 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 provide a full flight credit for their cancelled flight reservations.
Our records indicate that on May 30, 2016, the customer booked flight reservations – itinerary [redacted] – using the self-service tool on the Orbitz website. Travel was on [redacted] Airlines, departing June 23, 2016, from Northwest Arkansas Regional Airport to Baltimore, Maryland, returning June 26, 2016, for two passengers, for a total booking amount of $932.40.
Upon further research, we were able to confirm that on June 18, 2016, the customer contacted Orbitz to cancel their flight reservations. At that time they were advised their flights were non-refundable, non-transferable, and would incur a $200.00 per person penalty plus increase in airfare at the time of rebooking, which the customer agreed to. As such, the assisting representative cancelled the reservations per the customer’s request.
On July 5, 2016, Orbitz reviewed Mr. [redacted] online booking session, which included a recap of the reservations and fare rules prior to the completion of the booking. The following terms and conditions were agreed to by the customer at the time of booking:
Tickets are non-refundable and non-transferable.
A fee of $200.00 per ticket is charged for itinerary changes.
Name changes are not allowed.

The customer will retain a flight credit of $466.20 per passenger for a total of $932.40 on [redacted] Airlines for one year from the original ticket issue date. At the time the customer rebooks their reservations, an airline incurred change fee of $200.00 per ticket, plus any increase in airfare will be collected.
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] Airlines was the operating carrier and merchant of record (the entity that received your funds and the company that charged your credit card). The change fees and increases in airfare are set and collected by the airline.  We hope you understand we must abide by the terms and conditions set forth by travel providers such as [redacted] Airlines.
 
 
------ When finalizing a reservation on Orbitz, the user agrees to the specific rules and restrictions provided during the booking session. As set forth in the Orbitz Terms of Use:
 
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.
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

September 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 Marina Perez (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.Our records indicate that on May 9, 2016 the customer self-booked two one-way flight reservations. Both the customer departure and return flights were operated by [redacted] Airlines. The customers departure flights were scheduled to depart from Sacramento, CA to Orlando, FL on August 29, 2016. The customers return flights were scheduled to return from Orlando, FL to Sacramento, CA on September 1, 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. As a result, we strongly recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policies.  The customer booked two one-way tickets, both with [redacted] Airlines as the merchant of record, and the companies that charged the customer’s credit card. We hope you understand we have to abide by their rules and regulations.On “Trip Summary” page prior to inputting the credit card details there was a section titled “Important Flight Information” below it stated, “Your flight is a combination of two one-way fares, each subject to its own rules and restrictions.” Furthermore the customer was advised of the following concerning the departure and the return flights, “Tickets are non-refundable 24 hours after booking and non-transferable. A fee of $200.00 per ticket is charged for itinerary changes.” As we understand from Ms. [redacted] complaint the flight was canceled due to a medical emergency. To request a refund we suggest the customer contact [redacted] Airlines directly. Please follow the link below to submit a refund request.https://prefunds.aa.com/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, 2015/07/17) */
Dear [redacted],
The Revdex.com has shared your recent correspondence pertaining to your refund request of the airline tickets reserved under Orbitz record locator. I appreciate the opportunity to review your account and...

respond to your concerns.
Upon reviewing your account, I do show that you initially contacted us requesting to cancel the hotel reservation of your package due to the issues that are occurring in Greece. We contacted the property on your behalf, and they would not authorize a refund. I show that you later contacted us on July 7, 2015 requesting a refund of the airline reservations of the package. We contacted Delta Airlines on your behalf, and the initial agent advised they would allow a refund of the tickets minus a $300.00 penalty fee. They were technically not offering refunds for travel to Greece; however, this agent was allowing this to be done. This offer by the Delta agent was not accepted at that time.
[redacted], when you contacted us back on July 10, 2015, Delta was no longer offering this refund, and advised that they would only allow the reservation to be canceled for future use and the penalty fees be waived. Nevertheless, I have contacted Delta on your behalf, and as a gesture of goodwill, they have stated they would allow us to go ahead and cancel the tickets for refund, but the $300.00 penalty fee must be charged. Please understand that this was an exception made by Delta.
[redacted], please know that I have canceled all three Delta/KLM Airline tickets under Orbitz locator PBORBXXXXXXXXXX. The refund has been processed back to the original credit card charged in the amount of $4187.00 minus all fees. Please allow 3 to 5 business days for the refund to process. Your hotel booking is still showing confirmed, and is nonrefundable. Thank you again for the opportunity to address your concerns.
Sincerely,
Charlotte [redacted]
Orbitz Customer Relations

Orbitz charged for motel room in advance. Motel insisted they were not paid by Orbitz. Charged twice for the room. After we saw the room, it was so awful that my wife said she wouldn't stay there. I've never seen a motel room in such poor condition in my life (age 62). Motel wouldn't refund payment. The owner lives in India and would refund later if he chose to do so. Owner has not refunded payment. Orbitz has not refunded payment. I don't recommend using Orbitz. If you have a problem, the service is awful.

Initial Business Response /* (1000, 5, 2014/07/18) */
Dear Mr. [redacted]
The Revdex.com has shared with us your correspondence regarding your recent experience with Orbitz. I understand you are upset as you state the property you booked with Rent a Villa by [redacted] was...

supposed to be a pool home and not a townhome. I appreciate the opportunity to review your account, and respond to you.
After further research, we do show the property type you selected when booking the reservation was, "4BR/3BA - Standard Townhome - 2 twin (single) beds or 1 king bed and 2 twin (single) beds and 1 queen bed." Per the information listed on the Orbitz website by the property, they do advise that the townhomes do not have private pools.
Nevertheless, we do value you as a customer, and as a gesture of sincerity for your disappointing experience, we would like to offer you a $100 future travel voucher to be used on your next Orbitz.com 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]@Orbitz.com. Please reference case number XXXXXXX and my email offering the $100 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 email, until July 18, 2015.
Mr. [redacted], we appreciate your business, and we 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, 2014/03/31) */
Dear Ms.[redacted]
Thank you for contacting Orbitz regarding the recent booking you attempted to complete on our website that failed. On behalf of Orbitz, I sincerely apologize for this disappointing experience.
While we do accept debit...

cards, it is more difficult to get an approval for debit cards because we can only request the information from Visa or Master card, and not directly from the bank. If a reservation is not completed, credit cards will generally hold funds on your account for 3-5 days, while debit cards could hold funds for up to two weeks. This is the banks policy to hold the funds, not Orbitz.
Orbitz cannot confirm a reservation until the airlines provides Orbitz with a confirmation number. In your case, the prices had changed and United Airlines had not yet updated our website. No prices listed on our website are guaranteed until booked and confirmed by the supplier. Once a price is sold out, Orbitz can no longer honor the price that you attempted to book.
Regrettably, Orbitz is not in a position to issue you a refund for the difference in price for the ticket you ended up booking. As a gesture of goodwill, Orbitz has issued you a $50 future travel voucher to use on your next 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 $50 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 March 31, 2015.
Ms.[redacted] Orbitz values your patronage, and we hope to have a future opportunity to serve you with your travel planning needs.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (3000, 7, 2014/04/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't accept this as a resolution because 1. The voucher didn't work and 2. The money may be back, but we still had to spent over $500+ out of pocket on top of what we spent because of Orbitz' little "mistake". I work very part-time and don't have the money to afford this. My rent and other bills were completely messed up thanks to this mishap, and it was a fraudulent charge, as well as a misrepresentation of what they were actually charging me for. I want some kind of compensation for this gross mistake on ORBITZ' end.
Final Business Response /* (4000, 9, 2014/04/09) */
Dear Ms.[redacted]
Thank you for your response. Regrettably, Orbitz is not in a position to offer further compensation regarding this matter. We have given this matter every consideration and at the same time, provided you detailed responses regarding it. We regret your on-going unhappiness with our service. As we have evidently reached an impasse, there will be no further replies forthcoming from our office regarding this issue.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL

I used Orbitz to book a car rental in Italy. I had requested an automatic transmission car. When I arrived at the rental car agency ([redacted]), there was no automatic transmission car available. The person behind the counter said that this happens "all the time" with Orbitz. As a result of there being no car available for me, I missed out on a ride through Tuscany with my family. When I tried to contact Orbitz, their email system would not accept my entry. When I called, I was passed to a customer service representative who spoke very poor English and kept me on the line for 15 mins of international calling time without any helpful resolution. This was an awful, awful experience. Orbitz has no accountability. Would not use this company again. Others should not use for international car rentals.

Dear Ms. Bostock, The Revdex.com has shared your recent correspondence pertaining to refund status for Orbitz...

locator PBORB-331-650-1914.  I appreciate the opportunity to review your account and respond to your concerns. Please know that I have reviewed your account and found that airline ticket number 279-7714490018 was purchased with your account number in ending 0357 on October 5, 2015 at 946P CST and shortly afterwards at 1110P CST the airline ticket was voided because of a name error.  Furthermore, a new ticket number 279-7714541145 was purchased on October 5, 2015 with the correct name with your account ending in 0357.  I also found that Orbitz Customer Relations was assisting with your concerns and had requested for a copy of your account with the charges in reference to ticket number 279-7714490018 on October 30, 2015.  At this time we have not received your account information. Also, a voucher in the amount of $75.00 was issued for you on October 7, 2015.  The voucher number is 5211251.  An email notification was sent to you on October 7, 2015. Ms. [redacted] if you can provide a copy of your account information for the months of October and November, that reflects the charges of $563.96, then I would be happy to further review your account. Sincerely, Luisa [redacted] Orbitz Customer Relations Chicago, IL

November 15, 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 the customers complaint she is requesting a refund of the charges sustained due to the cancelation of the flight reservation.Our records indicate on March 24, 2016 the customer self-booked a flight reservation using Orbitz.com for two travelers. The flight reservation was operated by [redacted] Airlines, with flights from Milwaukee, WI to Atlanta, GA departing on October 15, 2016 and returning on October 19, 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. As a result, we strongly recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policies. The customer booked one roundtrip ticket with [redacted] Airlines who was the merchant of record, and the companies that charged the customer’s credit card. We hope you understand we have to abide by their rules and regulations.Per the customers confirmation email:Your flight booking is with a low cost airline and can only be changed or cancelled by contacting the airline directly. For convenience, you can select the airline from our online check-in page . Please note that Orbitz may not be advised if you change or cancel your flight with your airline directly, or if the airline makes any changes to your flight schedule. These changes may not be reflected in your Orbitz Itinerary, so please ensure that you also print out any subsequent itinerary change emails you receive directly from the airline.Due to this we advised the customer to contact [redacted] Airlines directly if she is requesting additional compensation. We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,[redacted]Tier 3 Customer Service

Initial Business Response /* (1000, 5, 2015/08/24) */
Dear Ms. [redacted]
The Revdex.com has shared your recent correspondence pertaining to the confusion on the website regarding the Aerial tram at[redacted]. I appreciate the opportunity to review your account and respond to...

your concerns.
My understanding is that you booked a hotel room for South[redacted] through our site. During the
booking process, we also advertised an aerial tram. You felt that it was not described enough in detail,
as there are two trams, one close to the hotel you were staying at, and also one about one hour away at
North[redacted]. When you booked this, you thought it was the tram that was adjacent to the hotel you were booked at. You contacted us on August 22nd and explained to
our agent [redacted] that this information was wrong and misleading. You stated she was very rude
and was not willing to assist you in refunding the cost.
On behalf of Orbitz, I apologize for the inconvenience and the customer service issues you experienced. I have reviewed this booking and have submitted this information to the appropriate team to have the website updated to show more specifically that the location is North[redacted]. I have also processed a refund for you for $64.00. The refund will go back to your original form of payment, the Mastercard ending in [redacted] Please allow approximately 7-10 business days for the refund to appear on your account.
Ms. [redacted] please be assured that we appreciate your business. We hope to have a future opportunity to restore your confidence in our products and services.
Sincerely,
[redacted]
Orbitz Customer Relations
Initial Consumer Rebuttal /* (2000, 7, 2015/08/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you!!! I appreciate you taking the time to respond, refund, and more importantly addressing the misrepresentation of the ride on the website so other people don't run into this issue... Just this morning I tested doing this again and it still shows "Aerial Tram Ride" with no clear indication of the location of the ride!
Thanks a lot!

Dear Mr. [redacted],
Thank you for your follow-up response, and we appreciate the opportunity to address your continued concerns.
Please know that your concerns and your reservation have been thoroughly review, and given every consideration.  We do show the calls generated to our Service Center on February 5th & 6th ; however, we are not showing any calls were generated initiated to our office on February 4th. 
Mr. [redacted], as a travel agency, Orbitz does not hold the funds for the tickets reserved.  The free cancellation period is a strict 24 hour cancellation policy, and once that time period has passed, the airline imposed fare rules are in place. 
We regret your continued disappointment in our services, but we are unable to grant your refund request.  Thank you again for the opportunity to address your concerns.
Sincerely,
[redacted]
Orbitz Customer Relations
Tell us why here...

Revdex.com
Complaint Department – Orbitz
Re: Orbitz Case #: S-[redacted]
Dear Better Business...

Bureau,
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 Mr. [redacted] complaint he is requesting a refund for a recent reservation due to the Best Price Guarantee policy and a voucher. We contacted Mr. [redacted] to acknowledge receipt of the Revdex.com complaint.
Our records indicate on February 12, 2016 the customer booked a hotel reservation for a two night stay at the Kaanapali Beach Hotel checking in on March 6, 2016 and checking out on March 8, 2016.
On February 29, 2016, we can confirm that per Revdex.com case number [redacted] the customer was told to call into customer service and provide S-[redacted] which instructed the agent to add $50 in Orbucks and refund $16.50 due to qualifying for a Best Price Guarantee. Our records reflect that the customer called customer service on March 17, 2016 and was not issued the $16.50 refund or the $50 in Orbucks. As of March 29, 2016 Orbitz has issued a refund of $16.50 and has added $50 in Orbucks to Mr. [redacted] permanent account. The time it takes the refund to post to the customer’s account depends on the time it takes the customer’s credit card company to process refunds.
We also understand that the customer is requesting to redeem $125 voucher number [redacted] on itinerary [redacted]. We were able to verify the coupon amount and have agree to credit the customer $125 towards itinerary [redacted]. The time it takes the refund to post to the customer’s account depends on the time it takes the customer’s credit card company to process refunds.
If you have any further questions or concerns regarding this matter, please feel free to contact us.
       
Sincerely,
[redacted]
Tier 3 Customer Service
Tell us why here...

August 9, 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 Ms. [redacted] complaint she is requesting to cancel her hotel reservation and receive a refund due to extenuating circumstances.Our records indicate on June 9, 2016 the customer self-booked a hotel reservation for one traveler using Orbitz.com. The customer purchased a one night hotel reservation at [redacted] Hotel Istanbul at the Bosphorus, checking in on August 29, 2016, and checking out on August 30, 2016.Our records reflect that on July 21, 2016 the customer called our customer service to request the cancelation of her hotel reservation. Due to the customers reservation being booked at a non-refundable rate, the assisting agent reached out to the hotel for authorization to refund the reservation. Due to the extenuating circumstances in Istanbul the manager agreed to authorize a full refund of Ms. [redacted] reservation. The time it takes the refund to post to the customer’s account depends on the time it takes the customer’s 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

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 your reservation to Boston with Orbitz booking number [redacted]. 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. After further research we have confirmed when you contacted Orbitz on February 11, 2016, to inquire about making a changes or cancellation to your flight reservation the agent you spoke with an agent who advised that you would be able to change or cancel your flight. Unfortunately, per the fare rules placed on the reservation by Delta Airlines no changes or cancellations were allowed; therefore, the information provided to you by our agent was incorrect. Please know as you were provided incorrect information Orbitz has processed a refund in the amount of $444.19 for the reservation, back to the original form of payment. The amount of time it takes to process a refund depends on how quickly your credit card company takes to process refunds. [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

Dear Ms. [redacted], Thank you once again for your continued correspondence and persistence.  In my previous response I explained that your reservation was canceled after the courtesy cancellation time period had elapsed; therefore, Orbitz is unable to offer you a refund for the reservation.     We have given this matter every consideration and at the same time, provided you detailed responses regarding it.  We regret your on-going unhappiness with our service.  As we have evidently reached an impasse, there will be no further replies forthcoming from our office regarding this issue.    Your continued interest in Orbitz is appreciated.  Sincerely, [redacted] Orbitz Customer Relations
Chicago, IL