Orbitz

Initial Business Response / [redacted] (1000, 5, 2014/05/05) */ Dear Ms [redacted] The Revdex.com has shared your recent correspondence pertaining to you trying to reserve your flight while we were undergoing site maintenance, and that the incorrect email was entered during your booking processWe certainly apologize for any inconvenience this has caused, and I appreciate the opportunity to review your account and respond to your concerns Upon reviewing your account, I do show that Orbitz record locator PBORBXXXXXXXXXX was reserved under the incorrect email address of [redacted] @sbclgobal.netWhen this booking was confirmed, a new account was madeSince you already have an account under the email address of [redacted] @sbcglobal.net, I would not be able to use the same email address to correct the new accountHowever, if you have another email, such as a work email, we can change the account to that address so that you can get any updates on your upcoming tripOnce this trip has been completed, you would want to sign into your [redacted] @sbcglobal.net each time before making a trip to ensure that your Rewards points are properly earned Regarding your rewards points, I have subtracted the $in rewards earned for Orbitz locator PBORBXXXXXXXXXX, and placed them into the correct account under [redacted] @sbcglobal.netThis way, all of your points will be under the correct account As a web-based company, we do have to perform maintenance from time to time on our websiteThis is something that must occur on all websites, and as airline ticket prices are not guaranteed until ticketed, we are unable to offer a refund of the difference in fare if a ticket price increases during the maintenance periodPlease understand that Orbitz does not hold the funds for airline tickets reservedNevertheless, as a gesture of our sincerity, Orbitz would like to offer you a $USD future travel voucher on your next prepaid Orbitz.com hotel or vacation package bookingOur 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.comPlease reference case number XXXXXXX and my letter offering the $voucher in your requestOrbitz will then issue a credit to the card used for the new bookingThis offer is valid until [redacted] 5, MsWhittemore, 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 / [redacted] (3000, 7, 2014/05/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thats fine I understand your a web bassed business and have to pull maintainance now and then, but if youre going to direct people to your phone line you need to staff it adequatelyI tried to call the phone line only to be met with a ridiculous hold time Also, Although I realize the typo was my fault, I'd like to suggest that If you add a safety where people have to type their email address twice it could catch typos and save a lot of hassleEspecially since there is no way behind the scenes to move a trip from one account to another once its booked Now that I advised of what my typo was I was able to go in and change the email myself to a secondary email, however your rep was going to resend my receipt and never didCan you please resend my receipt to the the [redacted] address Final Business Response / [redacted] (4000, 10, 2014/05/07) */ Dear Ms [redacted] Thank you for your follreply, and I appreciate the opportunity to respond to your continued concerns We do appreciate your feedback, and we apologize again for any confusionPlease know that I have forwarded your itinerary to the new email address of [redacted] @email.comYou can also print and view your itinerary via your "My Trips." Ms [redacted] , thank you again for the opportunity to respond to your concernsWe do appreciate your business, and hope that we have a future opportunity to serve you Sincerely, [redacted] Orbitz Customer Relations

March 10, Revdex.com Complaint Department - Orbitz Re: Orbitz Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] (Revdex.com complaint #[redacted] )We regret to hear the customer did not accept our response and/or resolution offered Orbitz’s goal is to provide an exceptional customer experienceThe customer provided further documentation related to refund request After further review of Ms [redacted] complaint, we can confirm on October 17, 2016, the customer requested to cancel the reservation and agreed to the airline’s cancelation policyThe customer also agreed to the airline ticket terms and conditions at the time the reservation was originally booked Orbitz’s acts only as a third party intermediary for airlines, and once a reservation is canceled, the airlines takes control over the ticket and determines the rates available at the time a customer chooses to use the creditOrbitz website flight prices are for new reservations only which are also set up by each individual airline Orbitz continues to stand by our original replyWe maintain that Orbitz did not have control over Ms [redacted] flight ticket after she requested to cancel itOrbitz was advised by the airline further assistance would be on their end therefore no compensation can be provided We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] Corporate 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 meHere is the information that Orbitz requested: Email used to make a reservation: ***@gwu.edu Itinerary # [redacted] Thank you, Itinerary # Sincerely, [redacted]

October 5, Revdex.com Chicago & NIllinois Complaint Department Re: [redacted] Case: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from Mr***We followed up with Hahn Air this morning and were advised that they have received approval to refund Mr***’s return flightsThey provided a waiver code that they received from [redacted] AirWe processed a refund of $1228.44, on Mr***’s behalf on October 5, Most Airlines request up to two billing cycles for the refund to appear on a customer’s statementAgain, we thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] Corporate Correspondence Team

my family booked a package flight and hotel with Orbitz from MSP to Charlotte [redacted] in the virgin islandsafter speaking with our daughter pediatrician we were given strict rules to not travel to the virgin islandsWhen we booked our package we chose to have flight protection so we could cancel at any timeWhen I called to cancel our trip I was dragged around their customer service for over 6hrs!! being on hold for a majority of the timethey first stated we could get any of our money back, then another agent said they couldnt cancel our trip at allfinally after demanding to speak with a supervisor they canceled my hotel and flight money given back for our hotel and credit with orbitz to use towards flight ticketsi have currently been on hold for over an hour trying to rebook our vacation to a new locationi will never use orbitz again for any of our vacation needs

Complaint: [redacted] I am rejecting this response because: The first time I called in, after being on the phone for hours, one of your customer service supervisors said she would book the tickets and cover the fare difference since the error was no fault of my ownIt is important to note that at this time the fare difference was only $She said she new I had been on the phone a long time and would take care of this and then call me back within an hourShe never called backAlso, I booked tickets for two adults, not oneFurthermore, while all this was going on, your website orbitz.com said "your booking is confirmed, there is no need to reconfirm your booking" So if I had not happen to notice the email saying the reservation had been cancelled, I would have assumed that all was well with my flightFinally, I had been told several times when calling in that my case had been "escalated to a higher team" and a "specialized agent" these teams or agents never called me backFinally, after being told repeatedly that the charge made by Orbitz would fall off my card, it never did and I had to file a chargeback to get it removed Sincerely, [redacted]

November 24, Revdex.com Complaint Department - Orbitz Re: Orbitz Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Orbitz regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz 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 complaint [redacted] ) regarding the best price guarantee refund request Our records show on November 2, 2016, Ms [redacted] self-booked an Orbitz.com hotel reservation via booking number [redacted] in the amount of $We understand from the customer’s complaint, she found a lower of $and a best price guarantee application was submittedMs [redacted] also stated Orbitz is not complying with the best price guarantee rules and is requesting a refund of the price difference and the $Orbucks to be placed on her account Orbitz’s goal is to provide an exceptional customer experience, as a one-time courtesy, a credit in the amount of $was processed back to the original form of payment and $Orbucks were placed on the customer’s accountWe do regret any inconvenience she has encountered in resolving this matterAs the issue has been resolved to the customer desired outcome, Orbitz considers this matter closed We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] Corporate Customer Service

Initial Business Response / [redacted] (1000, 13, 2015/05/12) */ Dear [redacted] The Revdex.com has shared your recent correspondence with Orbitz regarding the amount you were charged for your reservation under record locator PBORBXXXXXXXXXXIt is my understanding you were quoted one rate but charged anotherAlso, you were not happy with the service you received when you contacted our service department for assistanceI appreciate the opportunity to review your account and respond to your concerns [redacted] , I want to apologize for lack of professionalism on the part of our staffOrbitz strives to provide the best possible customer service, and I regret in this case, we fell short of our goal Please know at Orbitz, we understand the importance of our website accurately processing all of our customer's requestsTo ensure the accuracy of our website, we do keep logs for our reviewUpon reviewing the website logs of your booking, we do show the flights earlier in the day were lower, but what was chosen was the evening flight, which was higherI have attached screen shots of your booking process for review Throughout the booking process, the website recaps the selections made by the customerWithin minutes of the booking, Orbitz also generates an 'Orbitz Travel Document' email confirming the flight dates, flight numbers, times, and rateOur customers may review their booking at any time in their online 'My Trips' profile Nevertheless, this does not excuse the frustration you encountered when contacting our service departmentAs a gesture of our sincerity, Orbitz has issued you a $USD future travel voucher to use on your next Orbitz.com flight, hotel or package bookingOur 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.comPlease reference case number XXXXXXX and my letter offering the $future travel voucher in your requestOrbitz will then issue a credit to the card used for the new bookingThis offer is valid for one year from the date of this letter, until [redacted] 12, [redacted] thank you for allowing me to review this situation with youWe appreciate 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

Initial Business Response / [redacted] (1000, 5, 2014/02/20) */ Dear Mr [redacted] The Revdex.com has shared with us your correspondence regarding your recent Orbitz experienceI understand you state the reservation booked was not the one that you had selectedI appreciate the opportunity to respond to you On behalf of Orbitz, I would like to apologize for any frustration this has caused you Please know, I was unable to find the reservation using your email addressCan you please provide me with the Orbitz Record Locator, so I can review? I look forward to hearing back from you Sincerely, [redacted] Orbitz Customer Relations Chicago, IL Final Consumer Response / [redacted] (3000, 7, 2014/02/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) orbitz record locator PBORBXXXXXXXXXX Why does someone have to wait almost minutes to speak to a representative after entering your record locator # on your phone system and then having to wait to talk to another agent then again another minutes later because its an international reservationthey knew that from the initial enumeration of the record locator number the first time - an hour and a half of nonsense Final Business Response / [redacted] (4000, 9, 2014/02/25) */ Dear Mr [redacted] Thank you for your response After further research, we do show that the reservation confirmed for [redacted] to Tel Aviv on February 13, was the reservation with the longer layover for the total price of $Furthermore, an email confirmation was sent to you within hours of booking so that you could review the reservation Nevertheless, we do value you as a customer, and as a gesture of sincerity for your disappointing experience, we would like to offer you a $future travel voucher to be used on your next Orbitz.com bookingOur 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.comlease reference case number XXXXXXX and my e-mail offering the $future travel voucher in your requestOrbitz will then issue a credit to the card used for the new bookingThis offer is valid for one year from the date of this e-mail, until February 25, Mr [redacted] we appreciate your business, and hope you will continue to use Orbitz in the future with your travel needs Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

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

Dear [redacted] , The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you furtherIt is my understanding that you needed to cancel your reservation, but you were not able to speak with anyone at Orbitz for assistanceI appreciate the opportunity to review and respond to your concernsOn behalf of Orbitz, I apologize for the disappointing experience and the inconvenience this caused youPlease know as a travel agency, most airlines do give us the option to void a nonrefundable ticket within a specific time period in case there are errors madeThis is a courtesy we make available to our customersHowever, the time period is very strict, and once the time has passed; we can no longer offer this serviceThroughout the booking process, we post a banner of how long you have to take advantage of this serviceFor your reservation; you would have needed to cancel before 10P CT on Jan 22, If the reservation is not canceled by the deadline; the reservation is reported to the airline, and the airline fare rules become effectivePer [redacted] Airlines; this ticket is non-refundableIf you are unable to reach anyone in Customer Service Department; you also have the option of canceling the reservation on the website under your “My Trips.” [redacted] , we certainly regret to hear of your disappointmentHowever, we make every effort to ensure our customers are aware of the courtesy cancellation time periodYou are truly a value customer, and we hope to have an opportunity to serve you in the futureSincerely, [redacted] Orbitz Customer Relations Chicago, IL

Dear [redacted] The Revdex.com has shared your recent correspondence pertaining Orbitz’s courtesy cancelation policy I appreciate the opportunity to review your account and respond to your concernsIt is my understanding that a reservation was booked on December 27, at 1153p CT On December 29, at 619P CT you contacted Orbitz Customer Service to cancel your booking At this time you were advised that you were outside the courtesy cancel window Please know that during the booking process, we display banners on each screen noting the courtesy cancellation policy, and you mentioned you had noticed the banners with the disclosure during the booking processOrbitz offers a courtesy cancellation feature for no additional charge, except for the initial service fees billed, within the first hours of your booking before 10p CST Please know that we do empathize with your concerns, but as a travel agency, we do not hold the funds for the tickets confirmed, and we are unable to offer compensation due to the changes you made to your booking because you were outside Orbitz’s courtesy cancellation window [redacted] while I understand your disappointment; our records show that the proper information was provided to you The courtesy cancellation banner appears throughout your booking process We wish our reply could be more favorable Please be assured that Orbitz values your business, and we hope to have a future opportunity to serve youSincerely, Luisa [redacted] Orbitz Customer Relations Chicago, IL

May 3, 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 customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a hotel reservationWe understand from Ms***’s complaint she requesting a refund for a recently booked hotel reservation and further compensationOn May 3, 2016, we contacted Ms [redacted] to acknowledge receipt of the Revdex.com complaint.Our records indicate on April 6, 2016, our agent assisted the Ms [redacted] with booking a hotelThe reservation was for a two night stay for two travelers at the [redacted] Inn Havelock, checking in on May 27, 2016, and checking out on May 29, 2016.We have confirmed that during the booking of the reservation, the agent quoted the customer the final price of $per night and a total price of $when including the customers Orbucks prior to ending the callWe have verified that the agent did not use any of the customers Orbucks and charged the customer the full amount of the reservation totaling $220.40.Due to our agents error as a one-time courtesy, Orbitz has agreed to reimburse Ms [redacted] the $difference of what the customer was quoted and what the customer was chargedThe time it takes the refund to post to the customer’s account depends on the time it takes the airline and the customer’s credit card company to process refundsWe 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 issueDespite his recent experience, we do value his businessOrbitz issued a $Orbitz Travel Coupon to use on a future trip, due to the inconveniencesThis coupon is valid towards the future purchase of an E-Special Rate hotel reservation, either as a stand-alone hotel or in a vacation packageThe 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 attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted] Tier Customer Service

Initial Business Response / [redacted] (1000, 5, 2015/08/24) */ Hi Ms[redacted] Thank you for contacting Orbitz via the Revdex.comIt is my understanding that your reservation included [redacted] and [redacted] Airlines; and courtesy cancellation was offeredYou contacted [redacted] Airlines directly and their reservation was cancelledHowever, the [redacted] Airlines reservation was not cancelled by the Orbitz representative as expected; and now courtesy cancellation is not possibleTherefore, you're requesting airfare refund from Orbitz Ms[redacted] in order to investigate this event fully, we do need the specific Orbitz Confirmation# for the reservationWith this unique identifier, we'll be able to review the electronic records; as well as any calls; so that we can address your concern Please know, once we receive the necessary information, our investigations are usually completed within business daysPlease be assured, Orbitz goal is to review and resolve these matters quickly; and we look forward to receiving your information Sincerely, [redacted] Orbitz Customer Relations Chicago, IL Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I receive an email recently in regards to them canceling the trips after I received the run around almost weeks from an agent not properly noting my accountI called in today August 25th and asked a supervisor if they would be able to provide me with some type of compensation towards a future flightI informed them I was assured that the investigation would take 24-hours and I did not I called back within the time frame and they still had not resolved the situation I took my contact information and I never received any call back from themI received an email dated to Sunday that I opened today stating they attempted contact via phone after I had contact Revdex.com with my complaintI assured the supervisor by them having horrible customer service I would no longer continue business with them after this situation that wouldn't occurred had they hired properly trained agents Final Business Response / [redacted] (4000, 9, 2015/08/30) */ Ms[redacted] I do appreciate your frustration and I'm happy to investigate this matterAs you've mentioned, there are multiple reservations; and Orbitz would hope to be specific in addressing your concernIf you'd provide the information requested, the Orbitz Confirmation beginning PBORB.., I am able to move forward on your behalf with the efficiency expected; and within the time frame I've previously diligently advised I do agree that time is important; and would sincerely hope to focus on the proper reservation, and representatives; if at all possiblePlease do provide the information so that I may help Thank you, [redacted] Orbitz Customer Relations Chicago, IL

November 15, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted] Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from Perrye [redacted] (Revdex.com case number [redacted] regarding a flight reservationWe understand from Mr [redacted] complaint he is requesting credit for a future flight.Upon further research, we are unable to locate an Orbitz.com itinerary related to Mr [redacted] complaintWe respectfully request that Mr [redacted] provide us with an email address used to book the reservation and the itinerary numberFurthermore we understand that customer was advised of the credit via emailTo further verify the credit we ask Mr [redacted] attached a screenshot of the email when respondingThe requested information will enable us to appropriately address Mr [redacted] concerns.We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted] Tier Customer Service

Dear Ms***, The Revdex.com has shared your recent correspondence pertaining to your booking on Turkish Air in regard to denied boarding due to travel documentsOn behalf of Orbitz, I apologize for any confusion, and appreciate the opportunity to review your account and respond to your concerns.After researching your inquiry based on the information that you gave us, I was unable to find a reservation for Ronna Rose Loberiano [redacted] for travel on October to Germany Can you please verify that you confirmed your booking on Orbitz.com and provide an Orbitz confirmation number starting with PBORB or the email address associated with the Orbitz account If you have more information, please send it to me, and I would be happy to further research your inquiry Ms***, if you have another email address that could have possibly been used or the Orbitz confirmation, please let me know, and I would be happy to further research your inquiry Sincerely, Luisa BadalamentiOrbitz Customer RelationsChicago, IL

Revdex.com Complaint Department – Orbitz Re: Orbitz Case #: S- [redacted] Dear Better Business Bureau, Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz 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 reservationWe understand from Ms [redacted] complaint she is unhappy about the hotel reservation purchasedOur records indicate on January 30, the customer booked a hotel reservation for a two night stay at the [redacted] on the Pier [redacted] checking in on March 31, and checking out on April 2, The customer used Orbucks to pay for the reservationOn January 31, 2016, we can confirm the customer utilized the self-service tool to cancel her hotel reservationDue to the reservations cancelation policy the customer was fully refunded for the canceled hotel reservationWe have verified that on January 31, Ms***’s Orbucks were returned to her Orbitz account If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] Tier Customer Service Tell us why here

Dear Ms [redacted] , The Revdex.com has shared with us your correspondence regarding your recent experience with OrbitzIt is my understanding that you attempted to book a flight on website, which was not confirmed, but you still appear to have charges on your credit cardI appreciate the opportunity to review your account and respond to you On behalf of Orbitz, I apologize for any frustration this has caused you Upon further research, we are unable to locate an Orbitz account related to your complaintWe respectfully request that you provide us with an email address used to book the reservation and the itinerary numberAdditionally, we request you send a copy of your credit card statement reflecting the charges in questionYou can mark out any information that is not pertinent to this issue and this information can be attached to this case for review I look forward to hearing back from you Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

Dear Mr [redacted] The Revdex.com has shared with us your correspondence regarding your recent Orbitz experienceIt is my understanding you had to cancel your vacation package to Rio De Janeiro due to your military orders changed and your leave was deniedYou are requesting a refund for the entire reservationI appreciate the opportunity to review your account and respond to youOn behalf of Orbitz, I would like to thank you for your serviceAs Orbitz is an online travel agency we do have to abide by the rules placed on a reservation by the airlines and other suppliers, i.ehotel properties and car rental agenciesPlease understand while we do everything possible to assist customers that have to cancel or change their reservations due to a change in military orders, if the airline and other suppliers advise us that a reservation cannot be refunded, Orbitz is not in a position to process a refundMr [redacted] I have contacted TAM Airlines and advised them of why you had to cancel and that you had documentation you could provide advising of the change in orders; however, they advised as the reservation was non-refundable no refund would be authorized for any reasonFurthermore, the Novotel Rio de Janeiro Santos Dumont also advised that they would not allow a refund for your stayUnfortunately, as the airline and the hotel will not allow a refund for the reservation, Orbitz is unable to provide you with a refundWe wish our response could be more favorableWe do appreciate your business and hope you will continue to use Orbitz in the future for your travel needsSincerely, Shalon [redacted] Orbitz Customer Relations Chicago, IL

I had the departure time of one of my trip legs change to a significantly different time (was 5:PM, changed to 12: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 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 minutes on and off hold, they suggested I call back later to have the issue addressed I called the next daySo far I have been on and off of holdAt 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 yetTime to try another serviceWould not recommend