Orbitz

January 5, 2017Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments...

and concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from Mr. [redacted] complaint he is requesting a partial refund for an unused flight reservation Our records indicate on October 31, 2016 the customer self-booked two round trip flight reservation using Orbitz.com for one traveler. The flights were operated by [redacted] Airways, with flights from Boston, MA to Bilbao departing on December 3, 2016 and returning on December 8, 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 [redacted] Airways 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 customer agreed to at the time of booking, the tickets were non-refundable.On December 8, 2016 the customer contacted our customer service and spoke to an agent who advised him that the airlines marked the customers return flights as a “no-show”. Due to this the customer retains no credit for his return flight. On December 28, 2016 Orbitz reached out to [redacted] Airways to advocate on Mr. [redacted] behalf. They advised that they will research the matter and contact the airport. They advised that we call back in a couple days to be advised of the resolution. On January 5, 2017 we again contacted [redacted] Airways to request a refund of the reservation. They advised that another follow up email was sent to the airport and to contact them back in a few days. 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.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

Complaint: [redacted]
I am rejecting this response because:
 
As I have stated in my complaint to Orbitz, when agreeing to pay for the package, it clearly indicated on the top of the page that there is free cancellation for 24 hours. NO WHERE did it mention that the hotel was not part of this free cancellation claim. There was nothing else on the final page indicating that the hotel was non-refundable.
I only found out about this when I got the confirmation email from Orbitz indicating that the hotel was non-refundable. That is what shocked me and I called Orbitz quickly after receiving the confirmation email to cancel but they did not help me out. I understand Orbitz is the 3rd part seller but Orbitz is the one I interacted with and should be accountable for false claims on their site. 
How is the customer supposed to know or guess that only a part of the trip falls under the 'FREE 24 hour cancellation' claim? If it shows on the confirmation page, I will only be certain that it applies to my package. 
So, in this case, because of the conflicting messaging on Orbitz' site, I am not responsible to bear the cost. 
I have been an Orbitz customer for long and well aware of its policies but this one took my by surprise and I genuinely feel cheated. I deserve to get my money back for a hotel that I requested to cancel within 5 mins of booking.
Sincerely,
[redacted]

July 12, 2016Revdex.comComplaint 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 a flight reservation. We understand from the customers complaint she is requesting a refund of one of her tickets.Our records indicate on June 14, 2016 the customer self-booked a round trip flight for one travelers. The flight reservation was operated by [redacted] Airlines, with flights departing on June 30, 2016 from Miami, FL to Istanbul on July 10, 2016. We are able to confirm that due to a site error the customers reservation was booked twice. Our records reflect multiple calls made by the customer to refund one of the reservations due to the error. As an effort to advocate on Ms. [redacted] behalf we contacted [redacted] Airlines and spoke to an agent who advised us that the ticket associated with itinerary [redacted] was fully refunded. The time it takes the refund to post to the customer’s account depends on the time it takes the airlines and the customer’s credit card company to process refunds.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

Dear [redacted]The Revdex.com
has shared your recent correspondence with Orbitz so that we may assist you
further. It is my understanding there were schedule
changes made to your flights that affected your travel plans. I appreciate the
opportunity to review your account and respond to you. On behalf of Orbitz, I
sincerely apologize for the disappointing experience.Please know your
schedule changes were initiated by Etihad Airways. Orbitz has no control over the airline's
schedule changes, cancellations, or flight delays. However, we take every step
possible to ensure that our customers are re-protected on the best flights
available provided by the airlines. Orbitz is unable to put travelers on
alternative airlines, and must go by the rules and restrictions set by the
carriers. The flight options we offer are those the airlines have provided to us.When you purchased your ticket, you were charged directly by Etihad Airways for your transportation. You agreed to
their terms and conditions, and to their Contract of Carriage. All 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. I have copied a portion of
the terms below: Air transportation, whether it is domestic or international
(including domestic portions of international journeys), is subject to the
individual terms of the transporting air carriers, which are herein
incorporated by reference and made part of the contract of carriage. Times
shown in timetables or elsewhere are not guaranteed and form no part of this
contract. Carrier may without notice substitute alternate carriers or aircraft,
and may alter or omit stopping places shown on the ticket in case of necessity.
Schedules are subject to change without notice. After reviewing
your reservation history, I show the flight from Abu Dhabi to Mumbai was originally scheduled to
arrive Mumbai at 2:25 AM. Due to the schedule change made by Etihad
Airways; the flight was changed to arriving at 2:50 AM. The
airlines require that you have four hours to make the connection in Mumbai.
With the 6:40 AM flight; you would not have the four hours needed to make the
connection. So you were moved to the next available flight which was at 10:45
AM. I have attached a screen shot for you to review.Unfortunately, all airlines have schedule changes; and you really
only have two options. As the airlines change their schedules and move their
aircraft, you can agree and fly on the new schedule the airline has authorized,
or you can request to have the tickets refunded as an unacceptable flight
option. Should you choose to have the tickets refunded, you are then on your
own to rebook new flights that will be more desirable for you, at the
prevailing fare. Schedule changes on all carriers are frequent, and as a travel
agency, we must abide by the rules set forth by the airlines. [redacted] I do see you are a loyalty member with a current
balance of $46.19. In the appreciation for your continued business and support,
I have placed $75 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. The current balance on this
account is now $121.19, and these are available for you to use immediately
toward a prepaid qualifying hotel booking.[redacted] thank
you for allowing me to review this with you. We appreciate your business, and we
hope to have an opportunity to serve you
in the future with your travel planning needs. Sincerely, Jeanna [redacted]Orbitz Customer RelationsChicago, IL

I was an loyalty customer up to I find out this company gives you a price and when you are booking, the price go up; If you call customer service they will try to convince you that many people are choosing the same package and they will try to sell the package with a discount that ends up at the same as if it will buy online. [redacted] has it much better prices; but there are many other sites. ORBITZ is a company lying in prices, has become a company with little credibility and dishonest when giving prices.

Based on the package pricing, I continued booking a flight and hotel on Orbitz.com. When I continued booking the package, the pricing increased $250.00. The site claimed that prices increased while shopping. Although I was disappointed, I understand these issues can occur. Not willing to pay the higher prices, I closed out all windows and started from scratch. Much to my surprise, when I began the search again the lower prices were once again advertised. I went through the same process to find out that the prices again, increased while I was shopping. I called into Orbitz customer service tor receive an explanation. After being on the phone for a while and yet to receive an answer, I was notified by a manger that the prices did increase, but there is a "lag" between the advertised prices and the actual prices. I was told by management that there was nothing they could do.

Initial Business Response /* (1000, 5, 2014/12/17) */
Dear Ms.[redacted]
The Revdex.com has shared your recent correspondence pertaining to your refund request on your booking at the[redacted] Motel. I appreciate the opportunity to review your account and respond to your...

concerns.
Please know that we did respond to your letter that was received in Orbitz, and your concerns were reviewed. Upon reviewing your account, we do show that your account was booked via our online service directly. We displayed the[redacted] property we had to offer, but it would be the customer responsibility to ensure this is the property they would like to reserve.
Ms.[redacted] we have contacted the property on your behalf several times, and they have denied the refund. Orbitz has also responded to your credit card dispute, and we have been charged in full.
Ms.[redacted] we are unable to offer a refund of the reservation reserved. Nevertheless, as a gesture of our sincerity, Orbitz would like to offer you a $100 USD future travel voucher on your next prepaid Orbitz.com 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 [redacted]@Orbitz.com. Please reference case number XXXXXXX 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 until October 2, 2015.
Ms.[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
Initial Consumer Rebuttal /* (3000, 7, 2014/12/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No I do not accept your offer for the second time because I spent 138.41 and you are only offering me 100.00. After all my effort in trying to get satisfaction from you, I would never use Orbitz again. I do not know why you resist giving me a refund. When you are the travel agent I put my trust in your hands and expect perfect results. I do not know why you won't take responsibility for making an error. I was not aware of the existence of the two other hotels, but you as a renowned agency should have or at least apologize for the mixup and return my money to me. I know you spoke to the hotel owner but I did too and he told me he has nothing to do with the financial end. Funny that you are leading me to believe that he can somehow make restitution. He and I both feel the fault is in your hands. I am not asking for much but I would only like my 138.41 back. Why is that possible?
Final Consumer Response /* (4200, 11, 2014/12/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I believe that Orbitz should take responsibility for the error and grant me a refund. As they were unaware that there were 2 other[redacted] Motels in the area, they booked me at the only one they supplied me with. They were not knowledgeable about the other two locations and therefore, I blame them for the error. It is fraudelant to not supply me with all the information and therefore, they should take responsibility. I trusted that when they book a person's reservation, there is no room for error. They advertise all the time that they are the best online travel agent ever and I would expect them to accommodate my wishes. A $100.00 voucher is not acceptable because it doesn't cover my expense of 138.41. Also, because of all the imposition I have been put through I would never use the voucher because I don't intend to use Orbitz at all in the future. The only resolution I will accept is a complete refund and that would be the "goodwill gesture" I would expect from a company with an excellent reputation.
Final Business Response /* (4000, 13, 2015/01/02) */
Dear Ms. [redacted],
Thank you for your follow-up response, and I appreciate the opportunity to respond to your continued concerns.
Please understand that we are only going to advertise and provide information for the property that is contracted with our website. There can be many different properties in any given error, but again, we are only going to provide information on the property chosen.
Ms. [redacted], we certainly regret that the incorrect property was chosen, but the information we displayed to you on our website was accurate, and we are unable to offer a refund for the booking confirmed.
Sincerely,
[redacted]
Orbitz Customer Relations

July 28, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #[redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments...

and concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding his Orbucks. We understand from Mr. [redacted] complaint he is requesting a refund of 103.22 Orbucks.Our records indicate on April 22, 2016 the customer booked a hotel reservation for a two night stay at the The George & Dragon Inn checking in on June 17, 2016 and checking out on June 19, 2016. The customer used 103.22 Orbucks to pay for the reservation. The Orbucks Mr. Kohl used on the hotel reservation were gained on April 20th and 21st with the Spring 2016 DOUBLE Orbuck Flight Bonus promotion. Per the promotions terms and conditions “Bonus Orbucks expire if not redeemed within 60 days of issuance. Offer is non-transferable and not redeemable for cash.” This means that the customers Orbucks were to expire on June 19th and 20th.On June 19, 2016, we can confirm the customer called customer service to cancel his hotel reservation. Due to the reservations cancelation policy the customer was fully refunded for the canceled hotel reservation. We have verified that on June 19, 2016 Mr. [redacted] 103.22 Orbucks were returned to her Orbitz account.Due to the customers points being expired they were automatically removed from his account on June 19th and 20th. Orbitz is unable to reinstate the customers expired 103.22 Orbucks.If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,[redacted]Tier 3 Customer Service

August 20, 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 Craig Neal [redacted] (Revdex.com case number [redacted] regarding a flight reservation. We understand from Mr. [redacted]’s complaint he is requesting a refund for half of his reservation due to missing his flight.Our records indicate on June 15, 2016 the customer self-booked a flight reservation using Orbitz.com for two travelers. The flight reservation was operated by [redacted] Airlines, with flights from Los Angeles, CA to Atlanta, GA departing on July 9, 2016 and returning on July 30, 2016.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. As a result, we strongly recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policies.  The customer booked one roundtrip ticket with [redacted] Air Shuttle who was  the merchant of record, and the companies that charged the customer’s credit card. We hope you understand we have to abide by their rules and regulations.We can confirm Mr. [redacted] contacted us on August 1, 2016, Due to missing his return [redacted] Airlines flight. The customer requested compensation due to missing the flight. We apologize for the inconvenience this may have caused you. Based on the fare rules agreed to at the time of booking, [redacted] Airlines flights stated to take any action on the reservation, the customer had to contact them directly. As the tickets are non-refundable, we are unable to provide a refund of the reservation.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,[redacted]Tier 3 Customer Service

Dear Ms. [redacted],

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The Revdex.com has shared your recent correspondence pertaining to the airline imposed schedule change that occurred on your flight, and the refund request submitted due to the changes.  I appreciate the opportunity to review your account and respond to your concerns.

At Orbitz, we certainly understand the frustration that an airline imposed schedule change can cause.  When a change occurs, we make every effort to accommodate our customers to their satisfaction.  However, airlines do have regulations that must be followed when new flights are chosen or refunds requested.  Airline schedule changes are not in the control of Orbitz, and as a travel agency, we must abide by the airlines rules when re-accommodating a customer.

Ms. [redacted], please understand that Orbitz does not hold the funds for the tickets reserved.  Your credit card is charged by the airline directly.  We have made the refund request on your behalf as previously advised, but we do have to await the approval from [redacted] Airlines before we can fully process the refund.  Once we have received a response, we will promptly update you.

Ms. [redacted], thank you again for the opportunity to address your concerns.  WE appreciate your business, and look forward to serving you in the future.

Sincerely,

[redacted]
Orbitz Customer Relations

Dear [redacted],   Thank you for your response.   On behalf of Orbitz, I apologize for your continued disappointment.   Please know as a onetime courtesy we have increased the amount of your [redacted] from $300 to $737.25, which is the amount of your ticket to Barranquilla. Here are the instructions for the future travel [redacted]:                 When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [redacted]@customercare.orbitz.com.  Please reference case number [redacted] and my letter offering the $737.25 [redacted] in your request.  Orbitz will then issue a credit to the card used for the new booking.  This offer is valid until April 5, 2017.   [redacted], again we appreciate your business and hope you will continue to use Orbitz in the future for your travel needs.   Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

Initial Business Response /* (1000, 5, 2014/10/16) */
Dear[redacted]
The Revdex.com has shared your recent correspondence pertaining to extra charges upon your arrival at the Budget Car Rental counter. I appreciate the opportunity to review your account and respond to your...

concerns.
Please know that on your car rental booking, your total car rental rate was included. However, if you elect to take any extra services such as insurance, those costs are not included. The terms and conditions regarding the car rentals' insurance requirements are advised during the booking process of your reservation.
[redacted], if you have any further questions, please feel free to let me know. We do appreciate your business, and look forward to serving you in the future.
Sincerely,
[redacted]
Orbitz Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2014/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I declined everything
Including insurance and gas and upgrade to a better car
Again declined everything
I questioned them about taking my cc info
They said its a standard procedure and I would not be charged anything unless I use their ez pass or there is a damage to car
I did not use their ez pass and returned the car with a full tank of gas filled 5 mins before dropping off at the airport
Final Business Response /* (4000, 9, 2014/10/21) */
Dear Mr.[redacted]
Thank you for your follow-up response, and I appreciate the opportunity to address your continued concerns.
As extras were not added at the time of your rental, I have contacted Budget on your behalf. They have advised that they did charge your $27.86 to your credit card as there was a computer issue and it showed that you were returning the car late. As you did return the car within the times scheduled, they have processed a refund in the amount of $27.86 back to the credit card charged. They have advised to allow up to 10 business days for the refund to process.
Mr.[redacted] we apologize for any inconvenience this has caused. We do appreciate your business, and hope that we have a future opportunity to serve you.
Sincerely,
[redacted]
Orbitz Customer Relations

Initial Business Response /* (1000, 6, 2014/08/07) */
Dear Mr.[redacted]
The Revdex.com has shared your recent correspondence pertaining to the ticket exchange process along with general customer service. I appreciate the opportunity to review your account and respond to your...

concerns.
From your complaint, you booked tickets on March 18, 2014 for travel on July 2, 2014. After the booking was made, you needed to change the return flight, for personal reasons. Upon contacting customer service, believing this to be a seamless process, the matter became worse. The result was numerous charges on your credit card, and a canceled flight due to the error on the representative who processed the refund. You are asking Orbitz to compensate due to the errors along with the lack of knowledge regarding this type of change. Furthermore; your perception of Orbitz has become discontented due to the service you have received.
Mr.[redacted] I do understand your concern in this matter, 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 terms and conditions associated with ticket bookings along with knowledgeable and comprehensible staff.
According to my research, the representative initially gave the correct quote; the original ticket was $1092.10, and the new fare was $1642.90, which resulted in a $550.80 difference. The airline imposed exchange fee was $233.00. The total amount to change each ticket was $783.80 for a total of $1567.60.
The actual exchange was not entered correctly; the airline quoted the fare in Canadian dollars; however, the exchange was for a fare which originated in the United Kingdom, which uses Pound Sterling as a currency. When the amount was calculated and converted, this was converted from Canadian to United States dollars, not Pound Sterling. This is the reason for the airline denying the new ticket as the fare was not priced correctly, and I will admit that we were in error.
Mr.[redacted] our procedure was not followed, with no fault of yours, and your actions were justifiably correct. Our aim is to meet or exceed customer expectations, and I regret that in this case, we fell short of our goal.
I have forwarded your complaint to the training department for coaching and training. Our Director will address this issue with the agent to ensure better service in the future.
Feedback such as yours is critical to the operational side of our business.
On your behalf, I have contacted the airline, Air Transat, to verify the status of the tickets; you have exchanged the tickets directly with the airline, paying the appropriate fees and fare.
The pending charges from the exchange attempt with Orbitz should have been removed by the bank, as no actual charges we made on July 24, 2015.
In taking all things into consideration; you have been offered a $250.00 voucher on July 28, 2014 as a gesture of good will; however, I do understand your point. The amount is little in comparison to the extent of the exchange error.
Due to the error, Orbitz would like to offer you a $600 future travel voucher 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.
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 e-mail offering the $600 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 e-mail, August 7, 2014.
The initial voucher is good until July 28, 2015 and this voucher is valid until August 7, 2015. If you chose to utilize the voucher, being apprehensive about speaking to customer service, you may forward the email back to me for the credit.
Please treat the vouchers as cash; you may use the amounts at different times or all at once; if you desire to use the combined voucher amount, please contact me directly, as the contact center will only use one voucher at a time as per their policy.
Therefore; the total amount of compensation is $850.00.
We take our customers' comments very seriously, and I thank you for your honest feedback. Orbitz does appreciate this feedback, which allows us to assist the needs of our customers.
Mr.[redacted] thank you for bringing this to our attention. We appreciate your business, and we hope you will provide us with a future opportunity to restore your confidence in our products and services.
Sincerely,
[redacted]
Orbitz Customer Relations

Complaint: 11150447
Dear Jeanna, 
I forgot to mention in my previous answer that last time when I talked to Orbitz I was told that AirFrance is willing to lower the fee for changing the date of flight to $150. Still I think I should not pay a penny more due to the fact that I had been askes to pay for changing the ticket when my mother had her last days.
Also when I called Air France, I was told that they can not make any changes to the ticket, since it was purchased on Orbitz's website. 
Please advice.  
I am rejecting this response because:
Sincerely,
Sharon [redacted]

September 6, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the...

comments and concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding a flight reservation. We understand from the customers complaint he is requesting a full refund of his flight reservation.Our records indicate on July 18, 2016 the customer self-booked a package reservation for one traveler. The customer purchased a two night hotel reservation at [redacted] Roof Inn Queens checking in on September 1, 2016, and checking out on September 3, 2016. The customers flights were operated by [redacted] Airlines, departing from Chicago, IL to New York, NY on September 1, 2016 and returning on September 3, 2016. The customer also purchased a “Package Protection Plan”.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. As a result, we strongly recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policies.  The customer booked one roundtrip ticket with [redacted] Airlines who was  the merchant of record, and the companies that charged the customer’s credit card. We hope you understand we have to abide by their rules and regulations.We can confirm Mr. [redacted] contacted us on August 30, 2016to cancel his [redacted] airlines flight and request a refund. The customer requested compensation due to missing the flight. We apologize for the inconvenience this may have caused you. Based on the fare rules agreed to at the time of booking, [redacted] Airlines flights stated to take any action on the reservation, the customer had to contact them directly. As the tickets are non-refundable, we are unable to provide a refund of the reservation. We understand that per the customers complaint he is requesting a refund due to having insurance. Per the insurance terms and conditions agreed to upon at the time of booking the customer is eligible for a refund if prevented from utilizing the reservation due to the cove[redacted] reasons. Please review the Pre-Departure Trip Cancellation policy agreed to upon below:We will pay a Pre-Departure Trip Cancellation Benefit, up to the amount in the Schedule for non-refundable cancellation charges imposed by Policyholder, if you are prevented from taking your Cove[redacted] Vacation due to your, an Immediate Family Member’s, Traveling Companion’s, or Business Partner’s Sickness, Injury or death or Other Cove[redacted] Events as defined, that occur(s) before departure on your Cove[redacted] Vacation. The Sickness or Injury must: a) commence while your coverage is in effect under the plan; b) require the examination and treatment by a Physician at the time the Cove[redacted] Vacation is canceled; and c) in the written opinion of the treating Physician, be so disabling as to prevent you from taking your Cove[redacted] Vacation.If the customer is seeking further compensation we suggest she reach out [redacted] Berkley Travel to submit a claim. [redacted] Berkley Travel is our administrator for assistance and can be reached by calling 1[redacted]We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,[redacted]Tier 3 Customer Service

Complaint: [redacted]
I am rejecting this response because:
This is very very irritating this whole back and forth. We spoke in the morning about this situation we spoke about you wanting to refund my flight with ought any prior permission and or authority to do so. We spoke in regards to Orbitz charging me $1,401 more then the agreed upon amount this has nothing to do with soft charges and pending charges I didn't have any knowledge about this transaction Orbitz as a whole has no authority to do so and a soft charge on the account should still be in the limitsof the full amount agreed upon at the purchase of the trip. Orbitz customer relations is just pushing me to take a voucher again and again't it started on the phone from a supervisor for 25$ it turned very quickly to 75$ and now once again you have raised it. I really don't like being treated like a dirty rag trying to be sent out to the cleaners in the fastest and cheapest way possible.
       The issue at hand is Orbitz not having any right to charge me $1401 more then agreed upon even if it is temporary. Doing so but me in overdraft. Unlike you I don't make 100k a year so my account isn't full with money going into overdraft puts me in a position where I get fined from the bank ( it's a very fun feeling) go explain to the bank it's only 3-5 businessdays. 
      It'seems like me stealing money from a bank after 3-5 business days bringing it back and telling them.. oooo I was just checking what 5K cash felt like in my hands now let me give it back. Just like I have no right with ought permission to take money from anyour person or business with ought any agreement or permission before hand. Orbitz shall not be qualified to do so either. 
I agreed to be charged 1 time 1 charge of $2323 not 1 different charges on different days for $1862.65 any way you turn it or twist it its breech of contract and theft even if it was money that was pending then put back if I didn't known or agree to it and it doesn't say anything about it on my recipts or terms and conditions on Orbitz contracts then you cannot do it. Again 
And your fake Orbitz main office website that you have you should fix it doesn't look good and as I have been doing my homework there are alot of people that are complaining about the same issue being stuck at airports because of overcharging and stuck in rental car locations I'm sure they will help meach she'd some light on this issue ...
  Being offered 75$ 100$ 25$ time after time just shows me how a company like Orbitz just likes to step on the little guy on the person who works hard and all he wants is to treat his wife to a little trip he gets knocked down with no one around to care.
Again if you want somthing resolved you either do it face to face or over the phone not through emails. 
Thank you for your time. 
I hope you have a successful week 
[redacted]
Sincerely,
[redacted]

May 2, 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] A [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from Mr. [redacted] complaint he is requesting a refund for a flight reservation. On May 2, 2016, we attempted to contact Mr. [redacted] to acknowledge receipt of the Revdex.com complaint but were but were unable to reach the customer.Our records indicate on February 10, 2016 the customer self-booked a roundtrip flight reservation using Orbitz.com for one traveler. The flight reservation that was purchased was operated by a low cost carrier, [redacted] Air Shuttle. The customer’s flights were scheduled to depart from Copenhagen to Nice departing on April 12, 2016 and returning on April 23, 2016.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. As a result, we strongly recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policies.  The customer booked one roundtrip ticket with [redacted] Air Shuttle who was  the merchant of record, and the companies that charged the customer’s credit card. We hope you understand we have to abide by their rules and regulations.We can confirm Mr. [redacted] contacted us on April 11, 2016, as his flights on [redacted] Air Shuttle were not confirmed. The customer wanted compensation for his flight reservation. We apologize for the inconvenience this may have caused you. Only the airline can made changes to these types of flights. These changes are not related to the type of ticket that the customer bought or the company that the customer bought from. Airlines rarely tell travel agencies why they make a change. In addition,. Orbitz website also advises our customers to confirmed their online itinerary and check the flight status 72 hours before departure, by contacting the airline directly. By contacting the airline, customers are prepared for such changes which are, regretfully, out of the control of Orbitz. Based on the fare rules agreed to at the time of booking, [redacted] Air Shuttle flights stated to take any action on the reservation, the customer had to contact them directly. Orbitz is unable to handle any cancellations or changes for [redacted] Air Shuttle flights. As the tickets are non-refundable, we are unable to provide a refund of the reservation.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

June 24, 2016Revdex.comComplaint Department – OrbitzDear 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 recent flight reservation.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,[redacted]Tier 3 Customer Service

Initial Business Response /* (1000, 5, 2015/02/13) */
Dear Ms. [redacted]
The Revdex.com has shared your recent correspondence pertaining to the cancellation of your flight reservation to Lisbon. I appreciate the opportunity to review your account and respond to your...

concerns.
It is my understanding that you are requesting a full refund of your recent booking. Moreover, you mentioned that you were not able to locate your reservation on the Orbitz website; causing you to cancel your reservation through [redacted]a Airlines website. On behalf of Orbitz, I sincerely apologize for any confusion you experienced.
Ms. [redacted] after reviewing your account I have confirmed that your flight reservation was cancelled on February 11, 2015 on the Orbitz.com website. Unfortunately, the 'Free Cancellation' would not be advertised as an option to cancel on February 11 since your booking was made on February 2.
Furthermore, the cancellation option chosen for your flight to Lisbon was a Future Use cancel. Because your reservation was cancelled for future use, you have the option to use the value of your flight for a new flight at a later date. However, this option does come with Airline fare rules.
In order to use your Lisbon flight credit for a new flight, there will be a $300 [redacted]a Airline change fee, $30 Orbitz reissue fee, plus or minus any difference in fare from the old ticket versus the new ticket. Furthermore, the ticket is only valid for 1 year from the date it was originally booked. Please know that if you choose to use this ticket for future travel, the new departure flight needs to depart by February 02, 2016 in order to take full advantage of the credit. Failure to use this credit before February 02, 2016 will result in the ticket being forfeited.
Your request has received every consideration; however, Orbitz is not in a position to refund a non-refundable ticket. Non-refundable ticket rules include airline waivers only in the event of the death of the traveler or spouse.
Ms. [redacted] we regret our response cannot be more favorable. 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
Chicago, IL.

Dear Ms. [redacted],

Thank you for your follow-up response, and I appreciate the opportunity to respond to your continued concerns.
Please know that Orbitz does partner with [redacted], and we provide technical services.  I am unable to view or have access to your booking information; however, I am able to see the emails you are referring to.  On May 21st, it was advised that your credit card had expired, and the refund would have to be issued in the form of a check.  I do see your response, stating that you will acknowledge receipt of the check once it has been received, but I am not showing any further correspondence on this email.
Ms. [redacted], you refund request in the amount of $134.23 has been granted.  Your billing address has been verified, and a check will be issued and forwarded to that address. You will need to allow 10 to 14 business days for a check to be issued and received. Thank you again for the opportunity to respond to your concerns.
Sincerely,
[redacted]
Orbitz Customer Relations
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