Orbitz

April 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 his rewards activity. We understand from Mr. [redacted] complaint he is requesting additional Orbucks to be added to his account and a $50 voucher. On April 13, 2016, we contacted Mr. [redacted] to acknowledge receipt of the Revdex.com complaint but were but were unable to reach the consumer.Our records indicate that on March 11, 2016, the customer booked a hotel reservation with an Orbitz agent. The customer purchased a one night hotel reservation at [redacted] Resort for two travelers, checking in on April 29, 2016, and checking out on April 30, 2016. The customer redeemed 59.90 Orbucks. The customers Orbucks were broken into three different amounts 27.90, 22.67, 9.33.After reviewing the customer’s account we are able to verify that on March 14, 2016 Mr. [redacted] went on Orbitz and utilized our self-service tools to cancel the one night hotel reservation. Our records reflect that 27.90, 22.67, and 9.33 Orbucks were refunded to the customer’s account that day along with a refund of $276.84.In regards to the customers $50 voucher, our records reflect a call into our customer service on April 8, 2016 to confirm the status of the rewards points in Mr. [redacted] account. Due to the confusion and frustration that the customer sustained our agent replaced the customers $50 voucher with a $100 voucher. Due to this Orbitz will not offer any further compensation in regards to this matter.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

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]

Revdex.com
Complaint Department – Orbitz.com
Re: Orbitz Case #: S-[redacted]
Dear Revdex.com,
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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 a refund in the amount $108.10.
Our records indicate on February 6, 2016, the customer booked one way flight reservations – itinerary [redacted] – using the self-service tool on the Orbitz website. Travel was on [redacted] Airlines, departing February 7, 2016, from Dallas, Texas to Los Angeles, California, for one passenger.
Upon further research, we were able to confirm that the customer contacted Orbitz on February 7, 2016, the customer contacted Orbitz to change or cancel their flight reservations within the 24 hour complimentary cancellation period, however, the customer’s reservations were not cancelled at that time.
On March 9, 2016, Orbitz processed a refund in the amount of $108.10 back to the customer’s original form of payment. The amount of time it takes to process a refund depends on how quickly the customer’s credit card company takes to process refunds.
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

January 7, 2017Revdex.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.We regret that the customer was inconvenienced by recent charges when attempting to book their flights. Typically, our system authorizes a small amount to ensure that the credit card is valid. We understand that in this particular case the customer’s credit card was authorized for the full amount of the reservation. Once we receive that authorization, we forward the information to the airline so that they may charge the customer directly for the flights.Our records reflect Ms. [redacted] contacting Orbitz on December 19, 2016 regarding the charges on her credit card. Due to the inconveniences the assisting agent provided Ms. [redacted] with a $75 voucher that may be used on future reservations. At this time no further compensation is able to be provided for this matter.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

Revdex.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 her rewards activity. We understand from Ms. [redacted] complaint she is requesting additional Orbucks to be added to her account. On May 16, 2016, we contacted Mr. [redacted] to acknowledge receipt of the Revdex.com complaint but were but were unable to reach the consumer.Our records reflect on April 25, 2016 the customer self-booked a multi-destination flight reservation on Orbitz.com. The flight reservation is operated by SAS, with flights departing from Newark, NJ to Stockholm, TX on August 20, 2016, then departing from Stockholm to Tallinn on August 23, 2016 finally returning from Tallinn to Newark, NJ returning on August 28, 2016.After reviewing the customer’s account we are able to verify that when the reservations was completed with our self-service tools online the customer was awarded 47.06 Orbucks. We understand that the customer was unable to utilize his Orbitz credit card to book the reservation. Per the credit cards terms and conditions of the credit card, ORBITZ REWARDS [redacted] Card statement credit will be awarded when a certain amount is spent in purchases generally this needs to occur within the first 90 days of the account opening. This offer is not guaranteed if you do not meet our criteria. For further information please contact [redacted] Bank at 1-[redacted] Due to the customer not using the ORBITZ REWARDS [redacted] Card to book this reservation we are unable issue any additional Orbucks to the customer’s account. We would like to apologize for the inconvenience Ms. [redacted] may have experienced, and for any lack of service he received while trying to resolve this issue. Despite his recent experience, we do value his business. Orbitz has placed a $25 coupon Orbitz Travel Coupon for use on a future trip in his permanent Orbitz account. 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 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, 2015/09/24) */
Dear Mr. [redacted]
The Revdex.com has shared your recent correspondence pertaining to the validity of a canceled ticket. I appreciate the opportunity to review your account and respond to your concerns.
From your complaint,...

tickets were booked via the website on September 8, 2013 for travel on November 2, 2013. Due to personal reasons, the trip was canceled on September 12, 2013; the credit with[redacted] Airways was issued on the same date. You have attempted to use the credit without success. You believe that Orbitz did not disclose the validity of the credit which resulted in a loss of the credit. You are asking Orbitz to honor the credit for future use. Furthermore; your perception of Orbitz has become discontented due to the service you have received.
Mr. [redacted] I do understand your concern in this regard, as airlines continue to add various charges in order to maintain costs; travel can be a hectic experience, and Orbitz does try to meet the expectations of our customers with current information made available on the website along with terms and conditions of sales.
According to my research, the booking was made privately, meaning there was no assistance from a telesales representative to book over the phone.
Additionally, the cancellation on September 12, 2013 was private; you were provided the details of the credit along with the validity of one year from the date of issue, September 8, 2014. Orbitz generated an email cancellation receipt which provided the details.
As a travel agency, Orbitz is required to apply the applicable airline fare rules act the exact moment of the purchase. The tickets were sold as non-refundable with restrictions. Please understand Orbitz is only a purveyor of tickets for airline carriers we display on our site. This entire fare was paid to the respected airline, and Orbitz is required to adhere to all the airline's rules and restrictions.
Non-refundable ticket rules include airline waivers only in the event of the death of the traveler or spouse. This policy is consistent throughout the airline industry, and the same rules would apply if you had booked the ticket directly from the airline or another travel agency.
If you review the credit card statement, on the date of purchase, all funds collected for the tickets were charged to[redacted] Airways, not Orbitz. After the validity date of September 8, 2014, the airline would purge the data and forfeit the credit. The airline would not have any data available to review your case and no extension of the credit from the 2013 purchase would be offered.
Although I understand your frustration and dissatisfaction; we are confident that all pertinent information about the terms and conditions as well as the cancellation policy was presented to you during the booking process.
Regrettably, Orbitz is not in a position to compensate for any additional expenses due to the situation presented.
Mr. [redacted] I understand this may not have been the answer you were looking for; however, we hope this explanation clarifies the reason Orbitz will not refund the amount desired of $2579.40.
Sincerely,
[redacted]
Orbitz Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After canceling the flight I was never informed of these rules that was stated to me last week when I tried to use some of the credit. We were not able to take the trip until now due to medical reasons.
As far as looking at my charges, the credit card doesn't have history for anything past a year from today's date even after I opened a claim.
Even when I called the number the other agent provided, they were shocked that I was not informed in writing when my ticket was canceled.
Final Business Response /* (4000, 9, 2015/09/28) */
Dear Mr. [redacted]
In your reply, you wrote about your dissatisfaction with a decision we had made. We regret your continued disappointment. Since you have contacted us again, you clearly feel strongly about these issues.
As I have explained previously; both the initial booking along with the cancellation were made privately; there was no contact with a telesales or customer service representative to verify the terms and conditions of the ticket and or credit.
Tickets and or credits have only one year's validity; this is the policy of the airline,[redacted], not Orbitz.
As you have stated, the credit card statement is not viewable past one year; this would indicate data is not held after one year, as airlines have the same type of data holdings.
The airline would not have any data available to review your case and no extension of the credit from the 2013 purchase would be offered.
We have given this matter every consideration and at the same time, provided you detailed responses regarding it.
We regret the enduring 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

Dear Mr. **,   The Revdex.com has shared with us your correspondence regarding your recent experience with Orbitz. It is my understanding when you attempted to call Orbitz to cancel your reservation to Nadi before the courtesy cancellation timeframe passed there...

was a long hold time and by the time you spoke with an agent the courtesy cancellation option had passed. I appreciate the opportunity to review your account and respond to you.   On behalf of Orbitz, I would like to apologize for any frustration this has caused you.   Please be advised that our call volume has spiked abnormally due to a high volume of seasonal airline schedule changes. Although we monitor our call volume continuously and do our best to staff accordingly, we find occasionally call volume exceeds our forecast. While we apologize for the long hold times you encountered, you would have been able to log into the Orbitz website and courtesy cancel your reservation; however, we do not show any attempts to cancel the reservation via the Orbitz site were made during the courtesy cancellation timeframe. Unfortunately, as the reservation was not cancelled before the courtesy cancellation timeframe ended all fare rules do apply.    Mr. **, we wish our response could be more favorable. 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

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]

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,
Han [redacted]

Initial Business Response /* (1000, 5, 2014/02/25) */
Dear Mr. [redacted]
Thank you for contacting Orbitz via the Revdex.com. On behalf of Orbitz, I sincerely regret this disappointing travel experience, and I appreciate the opportunity to respond.
It is my understanding...

that upon check-in at the hotel, you were advised that Orbitz had confirmed two rooms for your stay, and you are requesting a refund for the second room.
In reviewing your booking history, I find that you confirmed one guest room for two people. Our records support that Orbitz charged you for one room only in the amount of $2417.12.
In speaking with the hotel they do advise of a second room; however, this may have been due to a system glitch.
Mr. [redacted], our records do not support that you were charged twice for the hotel portion of your package; however, if you are seeing a double charge for the hotel, please provide a hard copy of the charge for further investigation.
Thank you for allowing us an opportunity to review your inquiry. We appreciate your business, and we hope you will provide us with a future opportunity to serve you with your travel planning needs.
Sincerely,
[redacted]
Orbitz Customer Relations

Complaint: [redacted]
I am rejecting this response because: I was unable to use my Orbitz Credit Card after I applied for it. It was advertised on your website that we could use the card immediately, which is why I applied for the credit card in the first place. it is false advertisement if what was promised was not given. I was prompted with this message after I successfully applied for the credit card "IMPORTANT! Your temporary credit card number is [redacted] and your security code (CVV) is [redacted]. Please save this information, as you will need it complete your purchase." I am only asking for what was promised to me when I applied for the credit card. I was very dissatisfied that the customer service representative dismissed me as if it was my fault that the credit card you advertised on your website that could be used was in fact not true. And now you are doing the same. I would not have applied for the credit card if I had known that it would not have been applied to the $2000 I spent on the flights. I am due a credit of at least $118 and probably some more for the extra time I had/have to waste on filing this complaint. You are not providing your consumers what you promised on your website.
Sincerely,
[redacted]

The flight was booked via orbitz with date error and orbits will not take responsibility to help customer in assisting in flight change. The manager Clark, supervisor Chloe and Agent Jam, did not help and has no solution to help with the changes. He states to call [redacted] to change. [redacted] states to call Orbitz to change because the flight was booked via orbitz. The customer is stuck in the middle with no solution. N

Dear Mr. [redacted] The Revdex.com has shared your recent correspondence pertaining to recent flight...

to Houston on December 22, 2015.  I 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. You had an airline booking on Lan Airlines that included a connection.  However, you go on to say that you were not informed of customs’ requirements.  I apologize for any inconvenience this may have caused.  Please know at Orbitz, we do our best to support our customers and provide as much information as possible for their trip. There are many ways to share information with our customers about their journey and required entry documents. Although we will always try to improve the quality of information offered, we cannot and do not cover every situation. Mr. [redacted] I do understand your frustration in this matter. Travel can be a hectic experience, and Orbitz does try to meet the expectations of our customers with proper information and travel alerts. As a self-booking travel agency, many facets of an international itinerary, including customs requirements are left to the customer.  Ultimately, it is the traveler’s responsibility to confirm that all proper entry requirements for every leg of their trip, including transit cities, are met prior to their departure. Mr. [redacted] due to your inconvenience, I have placed 50 loyalty points in your account. These are available for you to use immediately toward a prepaid qualifying hotel booking. Mr. [redacted] thank you for bringing this issue to our attention. Orbitz values your business, and we hope to have an opportunity to serve you in the future with your travel planning needs. Sincerely, Luisa [redacted] Orbitz Customer Relations Chicago, IL

May 12, 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 Amanda [redacted] (Revdex.com case number [redacted]) regarding a hotel reservation. We understand Ms. [redacted] is requesting a refund of one night of her hotel reservation. On May 12, 2016, we attempted to contact customer to acknowledge receipt of the Revdex.com complaint but were unable to reach the customer.Upon further research, we are unable to locate an Orbitz.com account related to Ms. [redacted] complaint. We respectfully request that Ms. [redacted] provide us with an email address used to book the reservation and the itinerary number. The requested information will enable us to appropriately address her concerns. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

I had the departure time of one of my trip legs change to a significantly different time (was 5:20 PM, changed to 12:20 PM). As I had afternoon meetings the alternate time was unacceptable.

The first Orbitz representative that called me to attempt to address the issue was impossible to hear (spoke very quietly, English as a second language). After 15 minutes, I asked her to call me on my land line rather than my cell phone (in hopes that I could hear her better). No return call was received.

I called them and after 60 minutes on and off hold, they suggested I call back later to have the issue addressed.

I called the next day. So far I have been on and off of hold. At this point I have been told that they will rebook me on an alternate flight with an acceptable departure time but no luck in it actually happening yet. Time to try another service. Would not recommend.

Hello,
As I've mentioned, I tried to contact the business by phone and by email . When contacted by phone on December 6, I was put on hold for >30 minutes "for reviewing the case"; after that wait a CSR promised to respond to me via email. There was no follow-up though. A couple days...

later (December 9) I wrote an email using Orbitz message system and which also went unanswered.Regards,
[redacted]

May 26, 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 Alissa [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from Ms. [redacted] complaint she is requesting a partial refund of her flight reservation. On May 26, 2016, we contacted Ms. [redacted] to acknowledge receipt of the Revdex.com complaint.Our records indicate on April 26, 2016 the customer self-booked a round trip flight reservation using Orbitz.com for one traveler. The flight reservation was operated by [redacted] Airlines, with flights departing on May 6, 2016 from Washington, DC to New York, NY and returning to May 8, 2016Orbitz 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 [redacted] was the merchant of record and the company that charged the customer’s credit card, we have to abide by their rules and regulations. Based on the fare rules, the tickets were non-refundable with a change penalty fee of $200 per passenger would be charged. In addition, the customer would be responsible for any difference in fare.We can confirm on May 4, 2016, Ms. [redacted] contacted Orbitz stating she incorrectly booked her reservation and would like to change her return destination. During the call the agent advised the customer of [redacted] Airlines in regards to changing the ticket. Due to the change fee and difference in fare the agent suggested that a more economical solution would be to purchase a new ticket. The customer thanked the agent then disconnected the call.As an effort to advocate on the customers behalf we contacted [redacted] Airlines on May 26, 2016. Orbitz was advised that due to the customer not utilizing her ticket she still retains credit. Ms. [redacted]‘s flight credit validity states, that travel must commence within one year from the original ticketing date of April 26, 2016. 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, 2014/02/25) */
Dear Mr. [redacted]
Thank you for contacting Orbitz via the Revdex.com. On behalf of Orbitz, I sincerely regret this disappointing travel experience, and I appreciate the opportunity to respond.
It is my understanding...

that[redacted] canceled your flight Madrid to Amman, and you were not notified by Orbitz; therefore, you are requesting a refund $300.00 for the canceled flight.
In reviewing your booking history, I find that the airline canceled your flight Madrid to Amman for February 8th, and re-protected you on their flight for February 9th. In contacting[redacted], they advised they exchanged the ticket to reflect the new departure date of February 9th, at no addition cost. Please know that it is recommended that all customers reconfirm their flights with the airlines 24 hours prior to departure for any last-minute changes they may have.

We apologize that you were not notified of the airline flight cancellation. At this time, we are unsure how this unfortunate situation occurred. We are currently researching internally to determine the cause of this problem. Whatever the problem, we acknowledge a mistake was made, and we regret failing to meet your expectations.

While I recognize your disappointment and regret any inconvenience this may have caused, the airlines reserve the right to change their schedules at any time, with or without notice. During the booking process, Orbitz presents and customers must agree to the airline fare rules and Ticket Terms and Conditions.
Mr. [redacted] regrettably, Orbitz is unable to refund you a minimum of $300.00 as requested. Since this was an airline issue, I would suggest contacting them with the information you supplied for any compensation that might be able to offer.
Nevertheless, we regret you did not receive notification; as a gesture of our sincerity, Orbitz would like to offer you a $100 USD future travel voucher on your next prepaid Orbitz.com airline, hotel or vacation package booking. Our voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needs.

Here are the instructions for the future travel voucher:

When you make your next prepaid airline, hotel or package 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 $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 letter, until February 25, 2015.
Mr. [redacted] we appreciate your business, and we hope you will provide us with a future opportunity to serve you with your travel planning needs.
Sincerely,
[redacted]
Orbitz Customer Relations


Final Consumer Response /* (3000, 7, 2014/02/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Per ** they notified Orbitz when the cancelation occurred but orbitz FAILED to notify me. There records indicate that the flight was still on schedule.
Orbitz did not deliver on what they sold. Its a shame and disappointment. I will not use orbitz anymore as long as their attitude toward customer is as bad as it have become lately.
Final Business Response /* (4000, 9, 2014/02/27) */
Dear Mr. [redacted]
I am sorry for your continued disappointment with our service.
Please know that Orbitz has no control over airline schedule changes or flight cancellations.
The airline schedule change we received was the airline canceling their flight 110 for February 8th, and replacing it with their flight 110 on February 9th.
In reviewing your booking history, I find that their flight 110 for departure February 9th was viewable in your Orbitz account.
If this flight was later canceled, Orbitz did not receive notification from the airline.
While Orbitz is unable to refund for airline flight irregularities, we value your business,and as a gesture of our sincerity, we provided you with a $100 future travel voucher for your inconvenience.
Mr.[redacted] please be assured that our goal is to meet or exceed customer expectation, and I am sorry that we failed in this instance.
We appreciate your business and hope you will accept our voucher offer in the spirit it was intended.
Regards,
[redacted]
Orbitz Customer Relations

Initial Business Response /* (1000, 5, 2015/06/30) */
Dear Mr. [redacted],
The Revdex.com has shared your recent correspondence pertaining to price fluctuations and the Best Price Guarantee program. I appreciate the opportunity to review your account and respond to your...

concerns.
From your complaint, you recently reserved two hotel rooms via the website for Econo Lodge Silver City. After the reservations were made, you found the rate lower on the hotel's website; you believe that the Best Price Guarantee policy should be, in effect. This, however, was not the case. Furthermore; your perception of Orbitz has become discontented due to the service you have received.
Mr. [redacted], I do understand your concern; travel can be a hectic experience, and Orbitz does try to meet the expectations of our customers with reliable information along with retailers.
Orbitz certainly understands the disappointment that occurs when a customer sees a rate decrease for a reservation they have already booked. Unfortunately, as the booking agency, we have no control over hotel's rates and availability.
Over several years, Orbitz was pleased to provide thousands of customers with refunds under our Price Assurance program for both hotels and for airline tickets. We very much appreciate that Price Assurance rewards have endeared to us many customers over this time.
Orbitz has combined the remaining programs; Price Assurance, Low Fare Promise and Low Price Guarantee. The effective date was October 17, 2013. The re-branded program is known as Best Price Guarantee. Under the terms and conditions of the program, the price difference must include a screen shot and or reference to valid the price difference.
If the claim is approved, you would receive the difference in Orbucks, not a refund.
We do regret you consider this particular point of Best Price Guarantee to be "fine print" but we do feel we make it very clear in our marketing and advertising of the stipulation regarding the monetary reward.
Currently, you are not an Orbitz Rewards member; if you join the program, I will honor the claim amount of $44.59, as you have stated in your complaint. Additionally, as a new member, I will offer the bonus amount of $50.00.
Therefore, the total amount of Orbucks would be $94.59.
We take our customers' comments very seriously, and I thank you for your honest feedback albeit the result was not what you were expecting.
Mr. [redacted], we thank you for bringing this matter to our attention. Your business is truly valued, and we hope you will provide us with a future opportunity to serve you with your travel planning needs.
Sincerely,
[redacted]
Orbitz Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/07/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The $44.59 was per room per night. For two nights. As a customer this is a cheap way to pretend to honor your guarantee. (with orbucks) You were not even willing to refund the first night even though the hotel was willing to refund it to orbitz. The point of the complaint is that your "small print" is hidden from your customers as we actually make the booking. You can find it, but you have to search it out. As a customer this shows a giant lack of integrity as a company. If you're not willing to honor the refund I understand, but this complaint will remain with your company. However if you would like to call the hotel directly to confirm their rate you may. You may speak with [redacted] or the manager [redacted] in reference to the offer they have made for me, [redacted], and my company, Four Rivers. (They will honor $79.99 plus tax while you were charging $1XX-XXX I believe.) The direct line to the hotel is XXX-XXX-XXXX. Make your guarantees a little clearer please to avoid unhappy customers and a poor reputation. Your pretense at integrity is poorly understood. Integrity is doing the same in the darkness where it is hidden as you would do in the light where it is known. Sincerely, [redacted]
Final Business Response /* (4000, 9, 2015/07/07) */
Dear Mr. [redacted],
Thank you for your recent response regarding your experience with Orbitz. I am sorry for your continued frustration in this regard.
As I understand, the issue was not the Best Price Guarantee as much as the refund.
According to the documentation, Orbitz did process the refund on June 29, 2015 per the authorization of the front desk person, [redacted], which you have referenced in the correspondence.
Please allow 3 to 5 days for the credit to appear on the statement.
My previous offer regarding the Orbucks is still valid; Orbitz does not price match, and the Orbitz Rewards program does not offer any type of credit to the credit card as a refund for the Best Price Gurarantee.
Mr. [redacted], thank you for the opportunity to revisit your situation. We do value your business and hope to have a future opportunity to serve you with your travel planning needs.
Sincerely,
[redacted]
Orbitz Customer Relations

Complaint: [redacted]
I am rejecting this response because:
I didn't ask for a refund from the airlines,as the service was not as agreed. Orbitz and not the airlines should provide someway of compensation for the inconvenience.
I can tell from the reply that Orbitz is not willing to offer anything.
Sincerely,
[redacted]