Orbitz

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, 2014/05/23) */
Dear [redacted]
The Revdex.com has shared your recent correspondence with Orbitz so we may assist you further. I understand you are upset with the service you received when you contacted our Customer Service Department to...

make a change to a reservation confirmed for your son. I appreciate the opportunity to review your account and respond to your concerns. On behalf of Orbitz, I sincerely apologize for the disappointing experience and the frustration this caused you.
Our aim is to meet or exceed customer expectations, and I regret that in this case, we fell short of our goal.
After reviewing your information, I was unable to find a reservation under the email address [redacted] In order to better assist you, please provide the Orbitz record locator and the email address on the account. Once this information is received, I will gladly assist you further. I look forward to hearing back from you.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL

Initial Consumer Rebuttal /* (3000, 7, 2014/05/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted]
Final Business Response /* (4000, 9, 2014/05/28) */
Dear [redacted]
The Revdex.com has shared your recent correspondence with Orbitz, so we may assist you further. Thank you for your quick response.
Please know I have forwarded your letter to the Director of our Customer Service Center for review. Clearly, our representative should have handled your inquiry more appropriately. Our Director will address this issue with the agent to ensure better service in the future.
Also as a gesture of our sincerity, Orbitz has issued you a $75 USD future travel voucher to use toward your next Orbitz.com flight, hotel or package booking. Our voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needs. Here are the instructions for the future travel voucher:
When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [email protected]. Please reference case number[redacted] and my letter offering the $75 future travel voucher in your request. Orbitz will then issue a credit to the card used for the new booking. This offer is valid for one year from the date of this letter, until May 28, 2015.
[redacted], thank you for bringing this matter to our attention. We appreciate your business, and we hope you will provide us with a future opportunity to fully restore your confidence in our products and services.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL

I found a ticket which was priced at 450$ and some change. I filled my info in and put my credit card info and after booking the price that I was charged was 1200$ and change! This happened on November 22 and now is December 6 and the charges are still pending even I called one minute later and cancelled that ticket. Very dishonest company and terrible service!

July 14, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O-[redacted]Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] Fuller. We regret to hear Ms. [redacted] did not accept our response and/or resolution offered.Please accept our apologies for any lack of service Ms. [redacted] received while trying to resolve her situation. It is never Orbitz’s intent to mislead or to cause inconvenience to our clients, and we are sorry that Ms. [redacted] felt Orbitz has done so. Orbitz goes to great lengths to supply our clients with the information and opportunity to make well-informed travel purchases, and we are more than willing to assist our clients in any way commercially possible. We at Orbitz are dedicated to providing knowledgeable service and support to our clients. Again, we apologize for any inconveniences in this matter.Despite his recent experience, we do value his business. Orbitz provided the customer with a $100 Orbitz Travel Coupons for use on a future trip. This coupon is valid towards the future purchase of an E-Special Rate hotel reservation, either as a stand-alone hotel or in a vacation package. The coupon will appear in the booking path for the next qualified reservation, and it is valid until one year from the date of this letter.We thank you for allowing us 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
Complaint Department - Orbitz
 
align="LEFT" dir="LTR">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 their reservations.
 
 
 
As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate reply. At this time, we respectfully request additional time from the Revdex.com as further research is needed for this case. We will submit our final reply via the Revdex.com's website.
Again, 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,
 
Tier 3 Customer Service

Initial Business Response /* (1000, 5, 2015/10/07) */
Dear Mr.[redacted]
Thank you for contacting Orbitz and for being a loyal Orbitz customer. Your email was forwarded to our team; and we appreciate the opportunity to assist you. It is my understanding that you have an unexpected charge from...

Orbitz and are requesting a refund.
Mr.[redacted] in reviewing Orbitz Confirmation# PBORBXXXXXXXXXX and #PBORBXXXXXXXXXX I found that the total trip cost, as agreed was $321.18USD and $257.93USD respectively. This cost included the airfare which was collected by [redacted] Airlines and an Orbitz booking fee of $21.99USD. In the review of our booking records, we do show that the total cost as advised, $321.18USD and $257.93USD were properly advised at the time of booking and accepted.
Please understand, reservations made via Orbitz may incur booking fees; and as noted in the "Cost and Billing" details, our fee is included in the total reservation cost. We also consider/include our fees whenever reviewing Orbitz Best Price Guarantee submissions. Nonetheless, in reviewing your previous reservations, it is understandable that the fee was unexpected. Therefore, in light of your concern, as a one-time courtesy I have processed the refund of the $21.99USD Orbitz booking fee for Orbitz Confirmation# PBORBXXXXXXXXXX and #PBORBXXXXXXXXXX.
Mr.[redacted] thank you for reaching out. Please do let me know if you have any further concern or if your credit is not received within 5 business days. Please be assured Orbitz values your loyalty, and we hope to continue to serve your travel needs.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL

Dear Mr. [redacted] Thank you for your response. On behalf of Orbitz, I apologize for your continued disappointment. As I previously advised Orbitz is an online booking agency and we are required to follow the rules placed on a reservation by the airline and other suppliers. In this instance both TAM Airlines and Novotel Rio de Janeiro Santos Dumont have advised that they will not authorize a refund for your reservation; therefore, Orbitz is not in a position to offer a refund for the vacation package. Nevertheless, while the airline portion of your reservation is non-refundable, each passenger does have the amount of their ticket use towards a future TAM Airlines flight. You do have until June 2, 2016 to rebook travel; however, you are able to travel after that date. Upon rebooking each passenger would be responsible for a $130 TAM Airlines change fee, plus any difference in airfare. When you are ready to rebook please contact out Customer Service team at 1-888-656-4546 for assistance as this cannot be done via the Orbitz site. Mr. [redacted] we do value you as a customer; therefore, as a gesture of sincerity for your disappointing experience we would like to offer you a $300 future travel voucher to be used towards 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 [email protected].  Please reference case number 5589841 and my letter offering the $300 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 January 21, 2017. Again we appreciate your business and hope you will use Orbitz in the future for your travel needs. Sincerely, Shalon [redacted] Orbitz Customer Relations Chicago, IL

Orbitz was an absolute nightmare to deal with. As my flights were booked through orbitz, a third party, I was not able to deal with the airline directly. Orbitz cancelled my all my flights after they were unable to change one of five connection flights. I spent over 10 hours with Orbitz trying to resolve situation. All customer service provided were generic statements that provided no information or assistance whatsoever. In desperation, I contacted the airline directly who took initiative to deal with my situation. They took back control of my flight from Orbitz by asking for permission to release from the company. Air Canada dealt with the horrid customer service on my behalf and reinstated my flights. I have also witnessed Orbitz deleting three valid complaints off their [redacted] page and blocking those people from providing further complaints including those of my 70 year old mother trying to assist me dealing with a cancelled ticket. Book directly with the airline and hotels to avoid issues and inflexibility of dealing with a third party. Worst customer service I have experienced in my life!!!

November 4, 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] Johnson Express Inn - [redacted] checking in on November 24, 2016 and checking out on November 25, 2016.Starting on October 29, 2016 the customer submitted multiple BPG claims. After reviewing the claims we understand that all claims were denied due to the lower rate not be available at the time of validation. We apologize for any inconvenience this lapse in time may have caused. We would also like to apologize for the customer service issues experienced in trying to obtain a price match of the reservation. We would like the customer to know that every reservation is important to us and our main goal is to provide a smooth and pleasant experience to our members.After further review of the lowest price match submitted by the customer on October 29, 2016 we are able to validate the customers claim. 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 Ms. [redacted], The Revdex.com has shared your recent correspondence pertaining to a courtesy cancellation refund.  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.  Upon reviewing your account, our records show a reservation on  [redacted] Airlines  was made on January 9, 2016 at 236P CST and shortly afterwards on the same day; the ticket was courtesy canceled at 258P CST.  In reviewing your Orbitz account and Orbitz Record Locator [redacted], our records confirm that Orbitz was able to offer you an online courtesy cancellation and the ticket sale was voided.  At Orbitz, we do not hold the funds for a ticket issued, so we will place a pending authorization on a customer’s account for the ticket amount.  In the situation where a ticket is canceled so quickly, you may not ever see an actual refund; the hold will just drop from your account, and that balance will become available.  If the sale has already been reported to the airline; you would see a charge with a ticket number from [redacted] Airlines, and the courtesy cancellation will go through standard refund processes.  Ms. [redacted], we do show that the ticket reserved was properly voided.  If you feel that it was not just an authorization that dropped from your account, and you were actually charged by [redacted] Airlines, Airlines, please attach a copy of your January and May credit card statement to this email.  You can block out your actual credit card number, but we will have to review the charge showing on your account, and that the authorization has not dropped or a refund processed.  If you have any further questions, please feel free to let me know.Sincerely,[redacted] Badalamenti Orbitz Customer RelationsChicago, IL

August 20, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted]
Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret to hear Ms. [redacted] did not accept our response and/or resolution offered.As previously advised, Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. We utilize a live inventory system for our car reservations. The inventory is updated regularly as purchases are made and prices change. These updates are directly linked to the vendors availability. Reservations prices are not guaranteed unless booked and confirmed.As the customer advised she saw the lower price still advertised , Orbitz offers our Best Price Guarantee promotion as a benefit to our customers. The benefit is that we will match the price if a lower price is found online. There are many terms and conditions with the Best Price Guarantee policy. Some of the terms are as follows:• The lower price must be found and submitted within 24 hours of purchase• The Best Price Guarantee claim must be submitted online• Not all travel items are eligible for the Best Price Guarantee• The lower price must be shown in a screen shot in United States currency• The items with the lower price must identical (i.e. same hotel, room type, check-in and check-out dates) The full terms and conditions of the Best Price Guarantee can be found at the link below.https://www.orbitz.com/p/info-other/guaranteesIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

What should have been an easy booking for a family vacation turned into a bit of a conundrum. I attempted to book 7 people for a trip to Puerto Vallarta. The circumstances were not that difficult, since 6 people had the same flight information and only 1 person would have to leave early. We were to have 2 rooms at an all-inclusive hotel and 6 passengers were to leave on 12/26/16 -1/6/17, while the other passenger left on 1/1/17. The issue began after I hung up with a representative upon realizing we were originally booked improperly. I called Orbitz again, and was given another representative, who stated that this could be easily rectified. My husband needed a single airline ticket. At this point, my credit card had been run- not once, but numerous times. We ended up canceling that and rebooked. Normally, a person runs a credit card once, but not these representatives. They continuously ran the card, which caused alarm with the cc company. I then gave the representative another credit card, which she then proceeded to run 2 more times. After speaking with multiple people for four hours, I finally thought we resolved the issues. The following morning, I looked on Orbitz's My Trips tab and realized there were 5 itineraries. I called Orbitz again and spoke with 3 other representatives and 'supervisors,' and each stated that the issue would be resolved, but I would have to wait until the end of business or the following morning to see what was happening with our trip. After another 4 hours of the run-around, my family decided to cancel everything, since we did not want to pay any penalties for the vacation. From start to finish, this process took over 12 hours- we have no trip and a cc that is over the limit of $25,000.

Thanks Orbitz.

Initial Business Response /* (1000, 5, 2014/03/31) */
Dear Mr. [redacted]
Thank you for contacting Orbitz regarding the booking you made for the [redacted] Dead Sea Resort and Spa that you have received notification of that this booking is being canceled due to a technical problem with the rate. On...

behalf of Orbitz, I sincerely apologize for this disappointing experience.
This was a technical error on the hotel's end, and they have advised they will not honor this rate that was posted on our website. The reservation has been canceled as the hotel will not honor or confirm this booking. You will receive a full refund, and you can rebook your reservation at the correct rate offered by the hotel.
If you should have any further concerns regarding this issue, we recommend that you contact the resort directly at [redacted]
We apologize for any inconvenience this may have caused you. 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, 2014/04/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I think that a reservation that has been made online and paid for, the company should honor the product to their customer, in this case let Orbitz honor the so called price mistake. and reinstate our reservation.
What will hold ORBITZ back from cancelling any other reservation we have with them, and then force us to buy a new more expensive product? and then they will apologize ......... what a fraud!!!!!
Get my reservation reinstated....... Thanks
Final Business Response /* (4000, 9, 2014/04/02) */
Dear Mr. [redacted]
Thank you for your continued dialogue on the matter of your canceled booking at the [redacted] Dead Sea Resort. Although we understand your frustration, we are bound, as a travel agency, to follow its supplier's directions. As a result of the technical error with the [redacted] Dead Sea Resort, we have been advised that the bookings will not be honored. Due to this information, the reservation has been canceled with a full refund processed.
We recommend that you contact the resort directly at +[redacted]with any continued concerns due to this issue. We apologize again for any inconvenience this may cause.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL

Dear [redacted], The Better...

Business Bureau has shared your recent correspondence pertaining to your schedule change for your Orbitz confirmation number [redacted].  I appreciate the opportunity to review your account and respond to your concerns. It is my understanding, there was a schedule change on your flight on [redacted] Airways, and you were not notified by Orbitz, which caused you to cancel your flight, because there no other flight options for next four days.    I have checked your reservation history and do see an airline schedule change in your itinerary history. 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 certainly regret that your “My Trips” did not properly update, and that the email notification advising of the change in schedule was not received.  Although the schedule change is viewable in your itinerary history, your reservation did not fall into the proper queue for attention.  At this time, we are unsure how this unfortunate situation occurred.  Also I found that your airline tickets, hotel and car reservations have been refunded to your account on file.  Nevertheless, we apologize again for any inconvenience this has caused, and as a gesture of our sincerity, I have placed 200 loyalty point into your account.  These are available for you to use immediately toward a prepaid qualifying hotel booking. [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, [redacted] Orbitz Customer Relations Chicago, IL

May 4, 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 hotel reservation. We understand from Mr. [redacted] complaint he is requesting a refund of the unutilized hotel reservation. On May 4, 2016, we contacted Mr. [redacted] to acknowledge receipt of the Revdex.com complaint.Our records indicate on April 14, 2016 the customer self-booked a hotel reservation for two travelers using Orbitz.com. The customer purchased a one night hotel reservation at The [redacted] Gateway, checking in on April 15, 2016, and checking out on April 16, 2016.From the customers complaint we understand that she is requesting a full refund of her unutilized hotel reservation. Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Based on the hotel cancelation policy agreed upon when booking the reservation, “The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded. Cancellations or changes made after check-in are subject to a hotel fee equal to 100% of the total amount paid for the reservation.”Our records reflect a call being made into Orbitz customer service on April 14, 2016 in regards to canceling and refunding the reservation due to a site error changing the dates of the reservation. Since Orbitz is a third-party intermediary, we had to contact the property manager to request a refund of the reservation. Due to the agent not being able to speak to a hotel representative we were unable to process a refund of the hotel reservation.We apologize for any inconvenience this lapse in time may have caused Mr. [redacted]. We would also like to apologize for the customer service issues experienced in trying to obtain a refund of the hotel reservation. We would like Mr. [redacted] to know that every reservation is important to us and our main goal is to provide a smooth and pleasant experience to our members.We appreciate the customers thoughtful comments, and we're sorry we disappointed Mr. [redacted]. We rely on customers like Mr. [redacted] to provide us with the information we need to continue improving our services. On May 4, 2016 as a one-time courtesy full refund of the hotel reservation being processed to the customers original form of payment totaling $202.27. The time it takes the refund to post to the customer’s account depends on the time it takes the Mr. [redacted] credit card company to process refunds.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

Initial Business Response /* (1000, 5, 2015/08/11) */
Ms.[redacted]
The Revdex.com has shared your recent correspondence pertaining to the holds placed on your card by the hotel and car company, and you were disappointed in the service received by the Dollar agent. On behalf of...

Orbitz, I apologize for your disappointing experience, and appreciate the opportunity to review your account and respond to your concerns.
Many car rental companies do require that a hold be place on the card used upon your arrival. If this is required, it will be advised in the car rental rules and regulations. Upon reviewing the rules associated with your booking, I do show that this information was advised. I have added the information before for your review.
A MAJOR CREDIT/DEBIT CARD IN THE RENTERS OWN NAME MUST
BE PRESENTED AT THE TIME OF PICK-UP. AT THE TIME OF
RENTAL, AN AUTHORIZATION HOLD WILL BE SECURED ON THE
CREDIT/DEBIT CARD PROVIDED TO COVER THE ESTIMATED
RENTAL CHARGES AND ANY ADDIITONAL CHARGES THAT MAY BE
INCURRED. THESE FUNDS WILL NOT BE AVAILABLE FOR YOUR
USE. IF AUTHORIZATION FOR THE ESTIMATED AMOUNT CANNOT
BE OBTAINED, THE RENTAL WILL BE DENIED.
Nevertheless, this does not excuse the customer service issues you encountered with Dollar. Regarding the hold placed by the property, some hotels do require this hold for incidentals, especially is a Debit Card is used. This is not something that properties generally place in their overview, whether your booking is reserved via a travel agency or the property directly. It does often depend on the form of payment being used.
Ms.[redacted] we are unable to grant your refund request; however, as a gesture of our sincerity, Orbitz would like to offer you a $50 USD future travel voucher on your next prepaid Orbitz.com airline, hotel or vacation package booking. Our voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needs.

Here are the instructions for the future travel voucher:

When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [email protected]. Please reference case number[redacted] and my letter offering the $50 voucher in your request. Orbitz will then issue a credit to the card used for the new booking. This offer is valid until August 11, 2016.
Ms.[redacted] we appreciate your business, and we hope you will provide us with a future opportunity to serve your with your travel planning needs.
Sincerely,
[redacted]
Orbitz Customer Relations
Initial Consumer Rebuttal /* (2000, 7, 2015/08/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am not fully satisfied but this will do.

Dear Mr. [redacted],

font-size: 11pt;">

The Revdex.com has shared your recent correspondence pertaining to the expiration of your Orbucks.  I appreciate the opportunity to review your account and respond to your concerns.

Upon reviewing your Orbucks account, I do see that $18.88 in Orbucks did expire on December 21, 2015. There is a difference between Orbucks earned due to the amount spent each month using your Orbitz [redacted] card, and Orbucks earned due to reserving a booking via our website.

Orbitz [redacted] card holders will receive a lump sum of Orbucks based on the amount spent for each billing cycle.  These Orbucks will be updated to your account once a month, and do not hold an expiration date.


Orbucks can also be earned by booking qualifying reservations via our travel website.  This is a program offered to all Orbitz customers no matter their credit card type.  Orbucks earned for a booking reserved, whether they are reserved with the Orbitz [redacted] card or not, do have a one year expiration date.  These Orbucks are separate from your [redacted] earnings.  The $18.88 in expired Orbucks was earned on Orbitz record locator [redacted].  This package was reserved on December 20, 2014, so they did expire on December 21, 2015.  These Orbucks were earned based on the price of your package, and are not affiliated with your [redacted] card earnings.  You have also reserved a new package for January 2016 under Orbitz record locator [redacted].  You earned $4.22 for booking this package, so these Orbucks do have an expiration date of January 2017.  Again, these Orbucks are not based on your [redacted] spend amount.

Mr. [redacted], due to any confusion, the $18.88 in Orbucks have been added to your account, but they do hold a new expiration date of February 5, 2017.  I hope this better explains the different ways Orbucks can be earned, and whether an expiration date applies.  We do appreciate your business, and we look forward to serve you in the future.

Sincerely,

[redacted]
Orbitz Customer Relations
Tell us why here...

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 Hilary [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from Ms. [redacted]’ complaint she is requesting a refund for a flight reservation.Our records indicate on March 17, 2016 the customer self-booked a round-trip flight reservation using Orbitz.com for two travelers. The flight reservation was operated by [redacted] Airlines, with flights departing on October 12, 2016 from Denver to Indianapolis and returning on October 16, 2016.From time to time and for a variety of reasons, airlines issue schedule changes. We understand that these changes can be inconvenient, time consuming and not customer friendly. However, 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. [redacted] Airlines was the operating carrier and merchant of record for the customers departure flights (the entity that received the funds) on this itinerary. Orbitz has no control over when, or how often, airline initiated schedule changes occur. Orbitz cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies.On July 9, 2016 [redacted] Airlines notified Orbitz of a change of time to the customers return flights. Due to this an email was sent to the customer as notification of the change. Per documentation the customer Ms. [redacted] accepted the change in time. To our understanding Ms. [redacted] was unaware of her return flights change in time. We highly suggest that customers review their flight details 24 hours prior to departure and if possible check in online directly with the airlines prior to departure. As these changes were finalized and displayed well before the customers departure flight we are unable to authorize a refund of the new tickets Ms. [redacted] purchased due to missing her return flight.Please accept our apologies for any lack of service Ms. [redacted] received while trying to resolve her situation. It is never Orbitz’s intent to mislead or to cause inconvenience to our clients, and we are sorry that Ms. [redacted] feel Orbitz’s has done so. Orbitz goes to great lengths to supply our clients with the information and opportunity to make well-informed travel purchases, and we are more than willing to assist our clients in any way commercially possible. We at Orbitz are dedicated to providing knowledgeable service and support to our clientsWe 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:
While I can appreciate your attempt at keeping information safe, I assure you that you have not looked into this matter fully.  I see in your response that you have referred to me as Ms., meaning that I am female.  As I would have to be to become pregnant.  It has been brought to my attention that the recording you all have of this conversation on 01/27/2016 was a male caller.  The only phone call I made to Orbitz was in fact on 02/24/2016, well after the fact that you all had my reservation canceled.  I do not believe that you have fully investigated this matter and would like all recordings pulled.  I also DID NOT receive any email notification that I needed to provide any sort of follow up.  In fact the person I spoke to on 02/24/2016 stated that it may be in my junk mail.  Now I ask you, why would all other emails come directly to my normal mail box and this "supposed" notification of medical proof go to my junk mail.  You all have perfected the art of talking circles around your customers until they simply walk away.  All I am asking is for this to be made right.  I am a single FEMALE, and I can provide whatever proof you need to prove that I am such, and that you all in fact did allow another party to cancel a reservation without my permission.  This just can not be acceptable.  I have had to go to great lengths and many hours to protect my identity and follow up with you all, with very little to NO response.  In fact, it has not been until I filed a complaint with Revdex.com that anyone has listened to me, much let take the time to respond.  I would like to also hear the recording on 01/27/2016 that you all claim you administer to calls, as proof that you have in fact looked into this matter fully and completely. It is extremely upsetting that all this could happen, and with no regard to myself or my experience. 
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,
[redacted]