Orbitz

August 17, 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 Mr. [redacted] did not accept our response and/or resolution offered.Our records indicate that the day after the customer booked his reservation he received an email advising that due to the hotel being sold out they canceled the customers reservation. Upon reviewing the customers reservation we are able to verify that the customer chose a “Pay Later” reservation. Due to the type of reservation the customer would have to directly interact with the hotel to pay for the room upon arriving at the hotel.Orbitz.com, our affiliates as well as all other online travel sites work off of a live system receiving all inventories from the vendor that control the availability. Unfortunately, due to the hotels lack of availability they were unable to fulfill the customers reservation and did not offer any other hotels. At Orbitz, we strive to provide the highest level of customer service, and it’s disheartening when one of our vendors does not work to meet that goal as well.We sincerely regret that we are unable to offer a more satisfactory response or resolution to your concern. At Orbitz we try as much as possible to provide not only excellent customer service but we also try to exceed what is expected of us. However we know that there are some instances when policies associated with the purchases made on our website cannot allow for a resolution that is more favorable to our customers. 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

Complaint: [redacted]
I am rejecting this response because:
1) The error was on the part of the airline. I make no sense that I will book two [redacted] Airlines tickets for the same day and time but traveling in the opposite direction.
2) Orbitz, should have acted responsibly and informed me that of a missed flight.  
3) They also charged me 50% more of the $1013 I paid. Taking advantage rip me off for their own mistake. The charges are excessive,  disproportionate and exploitative.  They exploited the fact that I was desperate to return to work to inflict heavy charges on me. 
 
Sincerely,
[redacted]

June 22, 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 Loel [redacted] (Revdex.com case number 114[redacted]) regarding a flight reservation. We understand from Mr. [redacted]’s complaint he is requesting a refund for a hotel reservation that was booked due not being able to utilize a flight reservation.Our records indicate on March 24, 2016 the customer self-booked a round trip flight reservation using Orbitz.com. The flight reservation was operated by American Airlines, with flights from Louisville, KY to Auckland, New Zealand departing on May 7, 2016 and returning on May 23, 2016. The customer also purchased a “Orbitz Flight Protection Comprehensive”.It is our customer’s responsibility to review all Rules and Regulations prior to booking any travel. As Orbitz does not issue visas or passports, we advise all customers to refer to their Embassy or Consulate for travel document requirements. We understand the inconvenience Mr. [redacted] has experienced, but we are unable to provide a refund of the hotel reservation purchased due to not having the correct visa requirements to board the connecting flight in Sydney, Australia.We are truly sorry if there was a misunderstanding in regards to how this was interpreted however, Orbitz is not able to discuss what identification or documents are needed for travel because of how frequently the requirements change. It is the traveler’s responsibility to keep up to date on those changes. In providing this information Orbitz has met our obligation to prepare those passengers who book on our website. When customers are acting as their own travel agent it is important that they confirm this information by checking the website, contacting us or the airline directly in order to insure all requirements are meet prior to departure.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,Hayden [redacted]Tier 3 Customer Service

Complaint: [redacted]
I am rejecting this response because: When I booked the ticket I had a connectivity time of 3 hours. After I paid my money my connectivity time happens to be 10 hours. I pay for a product considering this option. I could have got better option. I am wasting a day in JFK . You being a travel agent should give me options life 1. Refunding 2. Flying me via other [redacted]line 3. Compensate me   . If I purchase a $5 product in a store I get a chance to return it if I am not fully satisfied. Same is applicable when I purchase a $3000 product. This is not the way things should be handled .
Sincerely,
[redacted]

Tell us why here...January 18, 2017 Revdex.com Orbitz – Alaska, Oregon & Western Washington Complaint Department Re: 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 Brett [redacted] (Revdex.com complaint [redacted]) regarding a refund request. Our records show on December 20, 2016, Mr. [redacted] booked an Orbitz.com airline reservation via booking number [redacted], with a trip start date of January 26th, 2017. We understand from Mr. [redacted] complaint, he was not advised of the correct price of the ticket and this caused him additional fees. Mr. [redacted] claims he did not agree to purchase the tickets at the total charged price of $224.18. Mr. Mr. [redacted] is requesting a refund for the amount of the booking due to the issues caused by wrong information provided and fees he has received from his financial institution. We have proceeded to process a full refund of $224.18. This has been documented on the customer’s Orbitz account. Orbitz’s goal is to provide an exceptional customer experience. We do regret any inconvenience he has encountered in resolving this matter. As a refund has been given to the customer and the issue has been resolved to Mr. [redacted] desired outcome, Orbitz considers this matter closed. 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

March 21, 2016
Revdex.com
Complaint Department – Orbitz
Re: Orbitz Case #: S-[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] G [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from Ms. [redacted]’s complaint she is requesting a refund. On March 18, 2016, we contacted Ms. [redacted] to acknowledge receipt of the Revdex.com complaint but were but were unable to reach the consumer.
Our records indicate on February 17, 2016, the customer self-booked a flight reservation on Orbitz.com. The flight reservation was operated by [redacted] Airlines and [redacted] Airlines.
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 ticket, both [redacted] Airlines and [redacted] Airlines were the merchant of records, and the companies that charged the customer’s credit card. We hope you understand we have to abide by their rules and regulations.
We can confirm Ms. [redacted] contacted us on February 17, 2016, as her flights on [redacted] Airlines were not confirmed. The customer wanted to cancel her flight reservation. As we had no other options available and [redacted] had not provided any information regarding confirming the flights. For the [redacted] flights, the customer was directed to contact the airlines. Based on the fare rules agreed to at the time of booking, both [redacted] Airlines and [redacted] Airlines stated to change or cancel the reservation, the customer had to contact them directly. Orbitz is unable to handle any cancellations or changes for [redacted] Airlines or [redacted] Airlines.
On March 21, 2016, we advocated on the customer’s behalf and contacted [redacted] Airlines. We were advised that the customers flights were not confirmed and charged until February 25, 2016. Our goal is to provide and or exceed excellent customer service. We apologize if the service received was less than satisfactory. As Ms. [redacted] was not given the opportunity to cancel the flights within 24 hours of purchase Orbitz has agreed to refund the customer the total amount of the flight operated by [redacted] Airlines totaling $154.00. 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 Mr. [redacted],   The Revdex.com has shared with us your recent correspondence regarding your experience with Orbitz. It is my understanding you are attempting to make a change to your flight; however, you were unaware that if you made a change the fare code on...

the new ticket had to be higher. 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 I have contacted [redacted] and they have advised that if you make a change to the reservation it can be in a lower fare class. For example, you can change the business class to economy; however, if the new ticket is less you would not receive a refund of the residual amount and you would still be responsible for the $200 [redacted]line change fee, plus the $30 Orbitz fee.   Mr. [redacted], for security purposes if you are to make a change to the reservation you must contact our Customer Service Department at 1-[redacted] for assistance.   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

Complaint: [redacted]
I am rejecting this response because:
 
I also contacted [redacted] and was informed that my fee for airport pickup was non refundable due to late notice but I would not be charged for the shuttle service back to the airport.  I spent over 6 hrs on the phone with orbitz staff trying to get my refund back for hotel minus 2 night stay penalty and my cost for shuttle service back to the airport.  I sent my phone records along with email from [redacted] to CEO and other top management staff and got no response what so ever.  Worst company I have ever done business with.  The back and forth with phone calls with customer service is just unreal!  I have NEVER had this much stress with a company in my life.  Check the records of how long I was put on hold and told to call back later just to get my money back. What a joke.  
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 [redacted] (Revdex.com case number [redacted] regarding a voucher for a reservation. We understand from Mr. [redacted] complaint he is requesting a refund for a reservation due to a promised voucher.Our records indicate on June 17, 2016 the customer called self-booked a package reservation for one traveler. The customer purchased a five night hotel reservation at [redacted] Santo Domingo Princess Hotel, checking in on June 23, 2016, and checking out on June 28, 2016. The customers flights were operated by [redacted] Airlines, departing from Minneapolis, MN to Santo Domingo, Dominican Republic on June 23, 2016 and returning on June 28, 2016.We are able to confirm that per Revdex.com case ID [redacted] The customer was offered a $150 voucher to be used towards a future reservation. Due to this a $150 refund has been processed to the customers package reservation this refund was processed 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. At this time we are unable to offer any additional forms of 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!

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.

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.

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

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

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]

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

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

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

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