Orbitz

Initial Business Response / [redacted] (1000, 5, 2014/07/16) */ Dear [redacted] The Revdex.com has shared with us your correspondence regarding your recent experience with OrbitzI understand you are upset with your recent travel to MexicoI appreciate the opportunity to review your account, and respond to you Please know, I was unable to find the reservation using your email addressCan you please provide me with the Orbitz Record Locator of the reservation, so I can review? I look forward to hearing back from you Sincerely, [redacted] Orbitz Customer Relations Chicago, IL Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/07/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello, I do not accept because they can't find my acount on orbitz , please try this email for orbitz [redacted] Or this one.: [redacted] I can send you a video that we took on second day , of a room where we stayed And you will see and hear that sound of water , it was impossible to sleep or rest in that room , plus all other probllems that we had on our vacation Final Business Response / [redacted] (4000, 20, 2014/08/25) */ Final Consumer Response / [redacted] (4200, 11, 2014/08/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is already one week pass and no body contact us

I booked a roundtrip flight for two passengersDeparture was on frontier airlines on 2/and return was on spirit airlines on 2/After booking, I did not receive a confirmation #, an email, nothingI spent hours on the phone researching with the orbitz agents which I'm sorry but I could hardly understand themSome of them told me they saw my flights, some of them told me they could only find my friday flightI was furious that they had no idea what was going onAfter being transferred over and over and told that it is out of their hands once you book and now in the airlines hands, I called frontier and spiritSure enough frontier did not have a flight reservation, but spirit didHow ridiculous is it to book for round trip and end up with a one way ticket home that you can't even use? Orbitz did absolutely NOTHING to help me resolve the issueI will NEVER use orbitz againI will take my business elsewhere! I will make sure the word spreads about my negative experienceI just have never heard of booking a trip with a company and them not even having confirmations or any idea what you bookedRidiculous!

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 Thank you for understanding and providing me the credit Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Orbitz reply that I can change my ticket for a later date keeping in mind that prices may be higherWhen I spoke to both orbitzs they said that I could do nothing except cancel the ticketI was not able to change my flight at all given that opportunity I would have accepted credit for any upcoming travel Sincerely, [redacted]

Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O- [redacted] Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our 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 her rewards activityWe understand from Ms [redacted] complaint she is requesting additional Orbucks to be added to her accountOn May 16, 2016, we contacted Mr [redacted] to acknowledge receipt of the Revdex.com complaint but were but were unable to reach the consumer.Our records reflect on April 25, the customer self-booked a multi-destination flight reservation on Orbitz.comThe flight reservation is operated by SAS, with flights departing from Newark, NJ to Stockholm, TX on August 20, 2016, then departing from Stockholm to Tallinn on August 23, finally returning from Tallinn to Newark, NJ returning on August 28, 2016.After reviewing the customer’s account we are able to verify that when the reservations was completed with our self-service tools online the customer was awarded OrbucksWe understand that the customer was unable to utilize his Orbitz credit card to book the reservationPer the credit cards terms and conditions of the credit card, ORBITZ REWARDS [redacted] Card statement credit will be awarded when a certain amount is spent in purchases generally this needs to occur within the first days of the account openingThis offer is not guaranteed if you do not meet our criteriaFor further information please contact [redacted] Bank at 1- [redacted] Due to the customer not using the ORBITZ REWARDS [redacted] Card to book this reservation we are unable issue any additional Orbucks to the customer’s accountWe 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 has placed a $coupon Orbitz Travel Coupon for use on a future trip in his permanent Orbitz accountThis 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 attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted] Tier Customer Service

June 13, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O- [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.After further research we are able to verify that as of May 24, an agent in our corporate office was able to purchase new tickets for Ms [redacted] with the correct names on each ticketTo further verify the status of the customers tickets Orbitz contacted [redacted] and was advised that two tickets were successfully issued for both passengers please use the information below for your records[redacted] ticket number: [redacted] ticket number: [redacted] Orbitz’s Record Locator: [redacted] Record Locator: [redacted] 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

July 21, 2016Revdex.comComplaint Department – Orbitz Re: 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 Brian [redacted] (Revdex.com case number [redacted] ) regarding a flight reservationWe understand from the customers complaint she is requesting a refund of the residual flight credit.Our records indicate on May 9, the customer self-booked two one-way flight reservation using Orbitz.com for two travelersThe departing flights were operated by [redacted] Airways, with flights from New York, NY to StMaarten departing on May 26, The return flights were operated by [redacted] Airways, with flights from StMaarten to New York, NY returning on May 30, 2016.As per the terms of use within the supplier rules and restrictions:• Orbitz may offer you the opportunity to book a reservation for a combination of two one—way tickets instead of a roundtrip ticketCombined one-way tickets may provide a greater choice of flights, are often cheaper and can be combined on the same airline or on different airlinesUnlike roundtrip tickets, each one-way ticket is subject to its own rules, restrictions, and feesIf one of these flights is affected by an airline change (e.gcancellation or rescheduling) that causes you to make changes to the other flight, you will be responsible for any fees incurred for making changes to the unaffected flight.As of May 24, the customer called customer service to cancel his flightsPer our records the customer called on June 13, to change her departure [redacted] ticket and her return [redacted] ticketOrbitz 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 providersBased on the documentation our agent called [redacted] and was provided a waiver code to change the customers flights without sustaining change feesBased on the fare rules agreed upon by Mr [redacted] at the time of purchase the ticket is non-refundable.As an effort to advocate on the customers behalf we contacted [redacted] They advised us that they have taken over the customers one-way departure ticketsThe customer now holds a total of $($per ticket) worth of credit within his [redacted] “TrueBlue” accountThis credit may be redeemed online or through [redacted] s customer serviceIn regards to the customers one-way return tickets we are able to verify that on June 13, the passengers new tickets were cheaper than their original ticketsDue to this there was a residual credit (MCO) of $per ticketAfter further research we are able to confirm that the customer does have an active MCO under numbers [redacted] When the customer is ready to utilize this credit, we suggest that the customer contact our customer service department and provide case number [redacted] We would like to apologize for the inconvenience Mr [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 provided the customer with two $Orbitz Travel Coupons for use on a future tripThese coupons are valid towards the future purchases of an E-Special Rate hotel reservations, either as a stand-alone hotels or in a vacation packagesThese coupons 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

August 22, 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 [redacted] (Revdex.com case number [redacted] regarding a flight reservationWe understand from Ms [redacted] complaint she is requesting a refund due to locating a lower price within hours of booking her reservation.Our records reflect on August 5, the customer self-booked round trip flight for four passengers on Orbitz.comThe customers flights were operated by [redacted] Airlines, departing from Buffalo, NY to San Jose on April 9, and returning on April 17, This flight reservation totaled $2,279.80.Upon further research, we respectfully request that the customer provide us with screenshots of the correspondence between her and our Best Price Guarantee claim teamThe requested information will enable us to appropriately address Ms [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

Initial Business Response / [redacted] (1000, 5, 2014/06/10) */ Dear [redacted] The Revdex.com has shared with us your correspondence regarding your recent experience with OrbitzI understand you are upset as you state no notification was given to you regarding the change of time on your flight from Barcelona to AthensI appreciate the opportunity to review your account, and respond to you On behalf of Orbitz, I would like to apologize for any frustration this has caused While we're reviewing this matter further, it would be helpful if you could please provide the receipts for the new tickets you purchased at the airportYou can scan them and attach them to your reply to this email, or fax them to my attention at X-XXX-XXX-XXXX I look forward to hearing back from you Sincerely, [redacted] Orbitz Customer Relations Chicago, IL Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/06/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response from the business is a [redacted] in the right direction but still pending resolutionI am attaching copies of tickets, receipts and boarding passes [redacted] the new tickets I had to purchaseThe amount Iberia charged me for the BCN to LHR portion of the trip was Euros, or US$as it appeared on my credit card statementSince I was able to use 20,American Airlines miles for the LHR to ATH portion of this trip, my out of pocket cost for that was only $for taxes and feesPlease note the original ticket cost (BCN - LHR, LHR - ATH) quoted to me by Iberia was 1,Euros, therefore using my [redacted] miles did significantly reduce the total out of pocket expense Final Business Response / [redacted] (4000, 9, 2014/06/13) */ Dear [redacted] Thank you for your response Please know, I have checked your reservation history and do see an airline schedule change in your itinerary historyWe acknowledge that we failed to contact you regarding this change, and I sincerely apologize for not meeting the high level of standards that you have come to expect from Orbitz We value our customers and for that reason, we have taken two steps First, we are currently addressing how this situation occurredAlthough the schedule change is viewable in your itinerary history, your reservation did not fall into the proper queue for attentionAt this time, we are unsure how this unfortunate situation occurredWe are currently researching with the airline carrier and our technology partners to determine the cause of this problemWe acknowledge a mistake was made and we regret failing to meet your expectations Secondly, we have processed a refund for the amount you paid for the new tickets you purchased at the airport, $USD and $USD, for a total of $USDThe refund will appear back to your American Express Card ending in [redacted] within to business days [redacted] , 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 Final Consumer Response / [redacted] (2000, 11, 2014/06/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have received the refund of $USD as indicated on your last letter and consider this matter fully resolvedThank you for handling this matter in a timely and satisfactory mannerI am looking forward to continue using Orbitz for my travel arrangements in the near future Sincerely, [redacted]

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 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 the customers complaint they are unhappy about a submitted best price guarantee claim.Our records indicate on October 29, the customer self-booked a hotel reservation for two travelers using Orbitz.comThe customer purchased a one night hotel reservation at [redacted] Johnson Express Inn - [redacted] checking in on November 24, and checking out on November 25, 2016.Starting on October 29, the customer submitted multiple BPG claimsAfter reviewing the claims we understand that all claims were denied due to the lower rate not be available at the time of validationWe apologize for any inconvenience this lapse in time may have causedWe would also like to apologize for the customer service issues experienced in trying to obtain a price match of the reservationWe 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, we are able to validate the customers claimAs of November 4, Orbitz has submitted a refund of $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 Customer Service

Complaint: [redacted] I am rejecting this response because: In regards to Orbitz's letter, "Our customer contacted us after the outbound flight was completed to inquire on changing the return flightOn the first contact pricing was provided that was not preferred" The pricing which I was given was a new ticketThey wanted me to purchase a new ticket at a price higher than current market valueI had already done my research"On the second contact the preferred flights were no longer available." No, this is not true, the price quoted here was acceptable, but when I went to change the ticket, Orbitz changed saying that my ticket was of no value and I would have to purchase a new ticket."On a third contact our customer requested to be escalated to a manager without providing any details." I did provide a reason for being transferredI wanted to speak with someone who understood and spoke EnglishOrbitz and routed me to India several times and I had agents who could not communicate sufficiently in the English languagesI was transferred in the calls only within IndiaUpon requesting a Spanish speaker, I was able to better communicate, because she was more fluent in EnglishFrom there I was transferred once again to India whereupon I requested to be transferred to a US English speakerI had been frustrated enough by not being able to adequately communicate to request manager in the home officeThe agent there gave me the option to be transferred back to IndiaI declined to be transferred back to the people who could not satisfactorily communicate, with whom I held not confidence of their ability to neither understand nor resolve my issueI chose instead to contact Revdex.com"After receiving the complaint from the Revdex.com, we attempted to contact [redacted] *** and see if we can assist with changes," They have two means to communicate with me one via phone and the other via e-mailI received no calls nor e-mails from OrbitzI have no attempts from them on my call log and no e-mail in my boxOrbitz did not resolve my issueTheir customer service lacked knowledge and the ability to communicateI will not be using this company in the futureI will actively share my experience with my friends and acquaintances Sincerely, [redacted] ***

Orbitz is terribleAir China has changed my flightthey're expecting me wait days at at BeijingIt's taking days on the phone with Orbitz and they cant change my ticket or refund my moneyWhat give now im on the eve of my travel dateand they havent yet confirm my flight I will never do business with this companyI will never recommend them to anyone I knowI will spend the next days online sharing my story to the world

August 15, 2016Revdex.comComplaint Department – Orbitz Re: 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 [redacted] *Revdex.com case number [redacted] ) regarding a flight reservationWe understand from Ms [redacted] complaint she is requesting a refund of her canceled flight reservations.Our records indicate that on March 28, the customer self-booked a round trip flight for two travelerThe flight reservation was operated by [redacted] Airways, with flights departing on August 13, from New York, NY to Cancun on August 20, 2017.From time to time and for a variety of reasons, airlines issue schedule changesWe understand that these changes can be inconvenient, time consuming and not customer friendlyHowever, 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 providersDynamic Airways was the operating carrier and merchant of record for the customers departure flights (the entity that received the funds and the company that charged the credit card) on this itineraryOrbitz has no control over when, or how often, airline initiated schedule changes occurOrbitz cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies.As of July 8, Dynamic Airways sent a notification to Orbitz about the customers flight reservations advising that due to a schedule change they have canceled the customers ticketsDue to this Orbitz was required to request a refund waiver code from Dynamic AirwaysPer documentation on July 25, an agent assisting the customer reached out to the airlines and was advised that it will take 7-days to have the waiver code generated so we are able to request a refund for the customers tickets.On July 24, Dynamic Airways provided Orbitz the refund waiver code allowing Orbitz to request a full refund of both ticketsThe refund was processed to the customers original form of paymentThe 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 refundsAt this time we are unable to provide additional compensation due to the customers inconveniences.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

Revdex.com: I appreciate the company's comments indicating that the situation was not uniquely its own faultNevertheless, I would strongly urge Orbitz to review its customer service procedures to ensure that agents are more carefully trained to understand and effectively route customers' concernsI would note, to that effect, that minutes after my three-hour conversation with Orbits I received an email (1) stating that Orbitz had unsuccessfully tried to contact me via telephone and (2) advising me to contact the airline directlyThat kind of communication frankly adds insult to injury because (1) no incoming calls were ever placed, and Orbits had my correct number on file and (2) I had explained in painstaking detail that it was impossible to contact the airline, an experience shared by the Orbitz agents themselvesNevertheless, I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI would like to thank the Revdex.com for its efforts to keep companies to account Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 10, 2015/07/28) */ Dear Ms[redacted] The Revdex.com has shared your recent correspondence pertaining to a package booking that was made recently on our websiteI appreciate the opportunity to review your account and respond to your concernsMy understanding is that you are stating there was a website error when the booking was made which then reflected incorrect dates for the hotel reservationYou contacted Orbitz, and an agent named [redacted] stated that you would be given a $or $future travel creditWhen you contacted us back, the second person, a manager named Matthew stated he could not see any notation that credits were offered On behalf of Orbitz, I apologize for any inconvenienceIn review of the booking, this was self-booked, the dates that were booked, would have to be entered by the person making the reservation I have reviewed our records, and I do show that a future travel voucher for $was issued to you Here are the instructions for redeeming the 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] 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 July 27, Thank you for the opportunity to review this matter with youPlease be assured we value your business and look forward to serving you in the future with your travel planning needs Sincerely, [redacted] Orbitz Customer Relations

July 22, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted] Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] ***We regret to hearMs [redacted] did not accept our response and/or resolution offered.On July 20, we contacted Ms [redacted] via phone due to her requesting to cancel her flight reservation in her first Revdex.com complaintUpon speaking to Ms [redacted] she advised that she still wanted to use her flight reservationDue to this we are unable to offer a full refund to the customerAlso, as previously advised by Ms [redacted] she only was charged $to change the reservation as the $was refunded.We thank you for allowing us to address this matter furtherIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted] Tier Customer Service

Dear Dr [redacted] , The Revdex.com has shared with us your correspondence regarding your recent experience with OrbitzIt is my understanding you are upset with the service you received when contacting Orbitz to use a credit from a canceled flightI appreciate the opportunity to review your account and respond to your concerns On behalf of Orbitz, I would like to apologize for any frustration this has caused youOur aim is to meet or exceed customer expectations, and I regret that in this case, we fell short of our goal Please know I have forwarded your complaint to the Director of our Customer Service Center for review Clearly, our representatives should have handled your inquiry more appropriately Our Director will address this issue with the agents to ensure better service in the future Dr [redacted] , when you have a credit from a canceled flight you must contact our Customer Service Department to use the credit as this cannot be done on via the Orbitz websitePlease understand while we do regret your disappointment with the service you received, the credit from your canceled flight is a credit with [redacted] Airlines and not with Orbitz; therefore, we do have to follow the rules placed on the reservation by the airlineUnfortunately, as the original ticket was non-refundable, Orbitz is not in a position to provide a refund for the ticket; however, you do still have the credit from the canceled flight, which is valid until October 15, 2016, to use towards a new [redacted] Airline booking 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 towards your next Orbitz.com bookingOur future travel 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 and my letter offering the $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 February 18, We appreciate your business and do hope you will use Orbitz in the future for your travel needs so we may restore your faith in our products and servicesSincerely, [redacted] Orbitz Customer Relations Chicago, IL

Initial Business Response / [redacted] (1000, 5, 2014/12/17) */ Dear Mr[redacted] , The Revdex.com has shared your recent correspondence pertaining to the shuttle service reservedI appreciate the opportunity to review your account and respond to your concerns Please know that upon reviewing the ground transportation reserved, we do show that you were confirmed; however, this is not a private serviceThe shuttle does stop at other properties, which are listed during the booking processAlso, once your booking has been confirmed, you must contact Majestic directly to set your pickup timesBelow are the instructions listed on your voucher Redemption Instructions You must print this voucher and present it in order to redeem servicesPLEASE CONTACT MAJESTIC TOURS AT LEAST HOURS AFTER BOOKING TO RESERVE YOUR TRANSPORTATION Please call XXX-XXX-XXXXUpon arrival in Nassau please proceed to the Majestic Tours desk in the arrivals area and present your voucher to the Majestic representativePlease reserve your return transfer at this time, as it must be booked at least hours prior to your flight departureReturn transfers can also be booked in person between 8:AM-PM daily at one of the Majestic Tours service booths in Atlantis Coral Towers, Atlantic Beach Towers, Comfort Suites, Sheraton Grand Hotel, Holiday Inn SunSpree, Nassau Beach, Radisson Cable Beach, Wyndham Nassau, or British Colonial Mr[redacted] , if Majestic was not contacted as advised, they would not schedule your pickupIf they are contacted, they [redacted] be at the airport pickup location, but again, this is a shared shuttleDue to any confusion, as a one-time gesture of goodwill, I [redacted] process a refund on the shuttle serve onlyThe refund in the amount of $ [redacted] be processed back to the credit card used to confirm the bookingPlease allow to business days for the refund to process Mr[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

Initial Business Response / [redacted] (1000, 5, 2014/08/15) */ Dear [redacted] The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you furtherI understand you booked a room at the Renaissance Portsmouth-Norfolk Waterfront HotelWhen you arrived at the property, the hotel quality was not what you expected, so you are requesting a refundAlso, you are upset with the hold time and the service you received when you contacted our service department I appreciate the opportunity to review and respond to youOn behalf of Orbitz, I apologize for the disappointing experience and the inconvenience this caused youOrbitz strives to provide the best possible customer service, and I regret that in this case, we fell short of our goal Please know the hotel has declined to offer a full refund because the room was usedI show a refund in the amount of $was processed on August to the Visa Card ending in [redacted] Also, you were issued a $future travel voucher which I have increased to $to use 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 needsHere 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] reference case number [redacted] 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 August 15, [redacted] we 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

Complaint: [redacted] I am rejecting this response because: I would like access to use my credits that were given when I cancelled the flight that I booked and paid forOrbitz has said I cannot use them because my friends name was on the "ticket" even though she does not have an orbitz account for you to send the credits to, hence why I paid using my account and credit cardI understand there would be a fee to change the name on the credits but when I called orbitz customer care line they said only my friend is allowed to use themI would like to know how Orbitz plans to notify my friend of her credits if they are "non-transferable" without using my orbitz account or contact information? Sincerely, [redacted]