Orbitz

Complaint: [redacted] I am rejecting this response because: When I booked the ticket I had a connectivity time of hoursAfter I paid my money my connectivity time happens to be hoursI pay for a product considering this optionI could have got better optionI am wasting a day in JFK You being a travel agent should give me options life Refunding Flying me via other ***line Compensate me If I purchase a $product in a store I get a chance to return it if I am not fully satisfiedSame is applicable when I purchase a $productThis is not the way things should be handled Sincerely, [redacted] ***

September 23, Revdex.com Complaint Department Re: [redacted] 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 youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a refund for a recent flight booked through Orbitz We researched this matter further regarding an airline schedule change that was caused by the airlinesOur records show we were able to contact the airlines and they approved a full refund and cancellation for your flights in the amount of $1,on September 22, You should expect to receive your refunded within to billing cycles back to credit card ending ***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

Dear Karmandeep, The Revdex.com has shared with us your correspondence regarding your recent experience with OrbitzIt is my understanding you are upset the flight to New Delhi on December 20, was canceled and you had to pay extra money for a new flightI appreciate the opportunity to review your account and respond to youOn behalf of Orbitz, I would like to apologize for any frustration this has caused youAfter further review of the reservation we do show the reservation was canceled due to a schedule change that was initiated by Air CanadaPlease know we do apologize for your disappointment in the airline schedule change that affected your flightAs an online travel agency, we do everything we can to work as advocate for our customers and make sure that they are suitably re-accommodated whenever an airline schedule change disrupts their travel plans However, with that being said, we can only offer you what the airlines themselves offer in terms of re-accommodationFrom the documentation in your account, I can see that our agent contacted all the airlines involved; unfortunately, after speaking with both Air Canada and Air India numerous times our agent was advised that the only option would be to cancel and receive a full refund for the reservation as there were no other flights available that they could accommodate the passenger toNevertheless, we do value as a customer and as a gesture of sincerity for your disappointing experience, and as a gesture of sincerity we would like to offer you a $future travel voucher to be used on 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 [email protected] 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 November 3, Karmandeep, we wish our response could be more favorable We appreciate your business, and hope you will continue to use Orbitz in the future with your travel needsSincerely,Shalon ***Orbitz Customer RelationsChicago, IL

Complaint: [redacted] I am rejecting this response because: [redacted] Air improperly processed the refund, and while it is showing up as having been paid in their system, it was never paid I am one of many customers that this has happened to They have admitted this to me and are working to rectify the matter Orbitz needs to take a more active role in monitoring things like this I am rejecting Orbitz's response because they have not done anything to protect their customer here I have emailed and called dozens of times indicating that there was a problem with this refund, but Orbitz has not done anything to address it Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/10/12) */ Dear Mr [redacted] The Revdex.com has advised us of your complaint regarding a recent hotel reservation booked through our siteMy understanding is that after you booked the reservation, you saw a lower rate, when you contacted us, they declined to honor it, but instead offered you a full refund On behalf of Orbitz, I apologize for this inconvenienceI have reviewed this booking and the remarks that were documented by our contact centerIn order for us to process a Best Price Guarantee, it is necessary to fill out the claim formIt appears that this was not doneThat is why at that point, the agent offered to cancel and refund the booking Please be assured that we appreciate your businessAs a gesture of goodwill, I have deposited $in Orbucks into your Orbitz accountPlease be aware that for future, you would need to apply via the Best Price Guarantee online path Thank you for reaching out to us in this matter Sincerely, [redacted] Orbitz Customer Relations

June 5, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O-119733Dear 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] ***r (Revdex.com case number [redacted] ) regarding a hotel reservationWe understand from Ms [redacted] complaint she requesting a refund for a recently booked flight reservation.Our records indicate on April 6, 2016, our agent assisted the Ms [redacted] with booking a flightThe customer called customer service and purchased a round trip flight for six travelersThe flight reservation was operated by Air Canada, with flights departing on July 1, from Newark to Calgary and returning from Vancouver to Newark July 10, 2016.We have confirmed that this matter was resolved on May 24, with a full refund of the customers reservation being processed by one of our corporate agents.We would like to apologize for the inconvenience Ms [redacted] experiencedIt is disheartening when our clients feel that we have not met the standards to which we hold our organization and employees, as we attempt to provide the most efficient, quality service available.We appreciate Ms [redacted] thoughtful comments, and we're sorry we disappointed herWe rely on customers like her to provide us with the information we need to continue improving our services.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

December 28, 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 14, 2016, Mr [redacted] self-booked an Orbitz.com hotel reservation via booking number [redacted] in the amount of $with a chedate of November 17, We understand from the customer’s complaint, he found a lower price and a best price guarantee application was submittedMr [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 his account Upon researching Mr [redacted] complaint we can confirm on November 14, a Best Price Guarantee was denied due to Orbitz’s representative inability to verify the lower price submitted by the customerAs per the Hotel Price Guarantee terms and conditions, lower price needs to be verified live by one of our representatives and lower price itinerary must much apples-to-apples, meaning hotel, room type, discounts and cancelation policy have to be identical Orbitz hotel price guarantee’s terms and condition on our website also state, in order for a refund of the difference for an approved claim to be paid, travel must be completed and if customer qualifies for the $Orbucks credit, it would be provided within to week after travel is completeAt the time the claim was submitted, Mr [redacted] travel was not completedBased on the information provided above, we are unable to honor Mr [redacted] best price guarantee refund request 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, 5, 2014/04/09) */ Dear Ms[redacted] The Revdex.com has shared your recent correspondence pertaining to pricing fluctuations regarding bookingsI appreciate the opportunity to review your account and respond to your concerns From your complaint, you booked an air and hotel as a package on April 3, for travel on June 29, During the booking process, the ticket costs rose due to price fluctuation; you believe that Orbitz should honor the original rate quoteUpon contacting customer service, believing this to be a seamless process, the matter became worseYou are asking for the price difference from the original quote, and the actual price paid to be refundedFurthermore; your perception of Orbitz has become discontented due to the service you have received Ms[redacted] I do understand your concern in this regard; travel can be a hectic experience, and Orbitz does try to meet the expectations of our customers with current prices along with terms and conditions associated with ticket bookings In referencing your concerns; all fares are determined directly by the airlines and can be updated at any timeAirfares and availability change throughout the day, based on demand for the flight and the airlines' right to change themOrbitz monitors these changes closely and makes every effort to keep our fare displays as current as possible Orbitz has confirmed your reservation history in our website logs, as well as the underlying airline reservation systemWe have confirmed that the package was booked correctly, with the amount of the package presented to you prior to accepting the costsFor your reference, I have attached screen-shots of your login session, including the time stamp, April 3, at 10:am CT to this the email Upon review of the login session; the initial search resulted in a package price at $4,423.36, which when attempted to book, did not materialize due to availabilityUpon the next search, the price changed to $4,The final page prior to purchase, you acknowledged the amount of the costs, along with terms and conditionsThe last sentence above the "Agree and book" states "This ticket is non-refundable." Although I sincerely apologize for any website problems that may have affected your booking experience, Orbitz cannot be held responsible for an increase in fares by the airline during these website issues Regrettably, Orbitz is not in a position to compensate for any additional expenses due to the situation presented Ms[redacted] I understand this may not have been the answer you were looking for; however, we hope this explanation clarifies the reason Orbitz will not refund the amount desired of $ Sincerely, [redacted] Orbitz Customer Relations

Orbitz is fine if you simply book a reservationBut if you need any changes you may be in for a real headacheThe customer service has very little power to provide true customer careI spent hours and minutes trying to add an additional night to a reservation and was never able to do it after phone callsI was given nothing but a hard time for my effortsHorrible experience that I don't even have the time or desire to explain hereI called and left two messages for someone from their corporate office to call me so I could give them feedback on why my experience was so bad but was never called backI am a Director of Quality at a hospital and I know customer service wellThis company does not have good customer service

Complaint: [redacted] I am rejecting this response because: I feel it does not make up for the stress, inconvenience and the hours of time I wasted fighting with reps in India to finally correct and resolve this serious issueIn fact I saved Orbitz considerable money and serious problems by discovering this egregious error before it became any worse or costlyI would agree to $credit / voucher applied to my Orbitz account with no restrictions on its use for future hotel or package booking Sincerely, [redacted]

February 4, 2017Revdex.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 Jacob [redacted] (Revdex.com case number [redacted] ) regarding a flight reservationWe understand from the customers complaint he is unhappy about the price increase experienced while attempting to book a reservationOrbitz 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 providersWe utilize a live inventory system for our flight reservationsThe inventory is updated regularly as purchases are made and prices changeThese updates are directly linked to the vendors availabilityWe regret if the customer felt the prices were not competitiveAirfare is only guaranteed once the purchase has been completed and the tickets have been issuedDue to this we are unable to alter any prices that have changed within the system due to the Airlines availability.Orbitz strives to provide the highest level of customer experience and for that reason; the Orbitz website has recently undergone several upgrades that may be causing errors to occurWe regret that this upgrade may have caused frustration while researching travel arrangements, and that the service Mr [redacted] has come to expect from Orbitz was less than satisfactoryAt this time Orbitz is unable to purchase tickets for Mr [redacted] .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] Tier Customer Service

Initial Business Response / [redacted] (1000, 5, 2014/02/13) */ [redacted] The Revdex.com has shared your recent correspondence pertaining to the refund of a package due to weather cancellationsI appreciate the opportunity to review your account and respond to your concerns From your complaint, you booked an air and car as part of a package on January [redacted] for a departure [redacted] Upon arriving at the airport, the flight was initially delayed and subsequently canceledYou were advised of a refund, due to the conditions along with travel inconveniencesYou believe that Orbitz controls the refund timeframeFurthermore; your perception of Orbitz has become discontented due to the service you have received [redacted] , I do understand your concern in this regard you, in good faith booked a trip, confirmed all the necessary flight times, only to have changes made to your booking which you did not requestTravel can be a hectic experience, and Orbitz does try to meet the expectations of our customers with current information made available on the website along with retailers According to my research, the amount of the package [redacted] The car portion of the package was in the amount [redacted] Orbitz did process a refund in the amount [redacted] , [redacted] Please allow 3-days for the credit to appear on your statementThis will appear as an Orbitz credit, [redacted] The ticket status is exchanged; from your account, you did chefor the flight, arrive at the departure gate, suffered a delay and lastly; the flight was canceled by the airline, [redacted] In your case, the airline's staff at the airport either altered the status or imputing the erroneous status of the ticket, the result is a non-usable ticket for Orbitz to refundThe amount of the ticket [redacted] The situation which you have encountered resulted from the airline representatives themselves, who subsequently exchanged the tickets on the date of departureUnfortunately, once an airline takes control over the tickets, Orbitz is unable to view or investigate the internal airlines' changes On your behalf, I have submitted a refund request directly with the airline, [redacted] Please be advised the airline is responsible to refund accordingly, as they canceled the flight, which you were already allocated to flyOn the date of your original booking, all funds collected for the booking of your ticket was electronically transferred [redacted] for paymentYou may notice this on your credit card statement that the charges appeared directly [redacted] and not from Orbitz The airline has responded to the request- [redacted] has been submitted to our Refunds departmentYou will be notified when your request has been reviewedYour tracking number [redacted] Lastly, I will refund the Orbitz service fee [redacted] , which was collected [redacted] This will process today, [redacted] Please allow 3-days for the credit to appear on your statement Therefore, the total amount of the refund [redacted] As this is not an Orbitz error, we are unable to provide recompense in this regard [redacted] , we regret any misunderstanding this may have causedWe appreciate your business, and we hope you will provide us with a future opportunity to restore your confidence in our products and services [redacted] Final Consumer Response / [redacted] (2000, 7, 2014/02/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have now been refunded the entire cost of the package I booked [redacted]

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 redeemed the $future travel voucher towards your reservation to [redacted] The refund will appear back to the original form of payment within to business days As I previously stated as [redacted] processed the exchange and charged you for the change you will need to contact them for any further compensation requestsYou can contact them by visiting their website, http://air***.com/feedback-form.htm, and filling out the required information Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

Dear Jason,The Revdex.com has shared your correspondence with Orbitz so that we may assist you furtherIt is my understanding that you were dissatisfied with your recent stay at the A Victory Inn and Suites - Ann Arbor The property did not provide the breakfast that was advertised on the website, and you encountered unforeseen issues with the propertyI appreciate the opportunity to review and respond to youOn behalf of Orbitz, I apologize for the disappointing experience and the frustration this caused you.Hotel properties or their representative companies provide their own content information on the Orbitz website, which includes the star rating, location, amenities, and property descriptionOrbitz relies solely on each hotel to provide us with accurate descriptions of their propertiesWhen we learn of situations like this, Orbitz takes immediate action to prevent any unfavorable experiences for our customersIn this case, I have notified the appropriate parties, and they are currently in the process of reviewing this complaintOur hope is that this valued criticism will allow them the opportunity to make improvements where necessary and therefore, modify how their property is presented to the publicWe thank you for bringing this to our attentionThe other customer service issues you encountered are best addressed with the hotel directlyOnly the organization responsible for managing the hotel operations can fully address your concern.Also, at Orbitz, we offer a broad range of hotels and resorts for all different customer typesSo, to help our customers make the best decision for their vacation, we now include customer feedback and ratings relating on their experience at hotel properties shown on our websiteOn your behalf, we contacted the hotel management team on your behalf and requested a refundOur refund request was denied, and Orbitz has been charged in full for your hotel stayUnfortunately, if the hotel will not refund your money to Orbitz; we are unable to refund youHowever, as a gesture of goodwill, I do show on November 30, 2015; you were issued a $future travel voucherI have increased the voucher to $Our 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] Please reference case number 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 until November 30, 2016.Jason, thank you for your valuable feedback, and I hope you chose to place a review on your hotel experienceWe appreciate your business, and we hope to have an opportunity to serve you in the future.Sincerely,Jeanna [redacted] Orbitz Customer RelationsChicago, IL

November 29, 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 the customers complaint they are requesting a full refund of the reservation due to inputting the incorrect name.Our records indicate on October 31, the customer self-booked a flight reservation for two passengers on Orbitz.comThe customer purchased a round-trip flight for one travelerThe flight reservation was operated by [redacted] Airlines, with flights departing on November 1, from Newark, NJ to Nairobi and returning on December 13, 2016.Per the terms and conditions that the customer agreed to upon booking the reservation; Tickets are nonrefundable, nontransferable, and cannot be canceled or changedUpon completing the booking on our website, the customer agreed to our Terms of Use, which expressly provide:You are responsible for ensuring that you meet foreign entry requirements and that your travel documents, such as passports and visas (transit, business, tourist, and otherwise), are in order and any other foreign entry requirements are metOrbitz has no special knowledge regarding foreign entry requirements or travel documentsWe urge customers to review travel prohibitions, warnings, announcements, and advisories issued by the relevant governments prior to booking travel to international destinations.As Orbitz is an input based system, it is the customers responsibility to enter the correct information for each passenger.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

November 8, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted] Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our 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 Hilary [redacted] (Revdex.com case number [redacted] ) regarding a flight reservationWe understand from Ms [redacted] ’ complaint she is requesting a refund for a flight reservation.Our records indicate on March 17, the customer self-booked a round-trip flight reservation using Orbitz.com for two travelersThe flight reservation was operated by [redacted] Airlines, with flights departing on October 12, from Denver to Indianapolis and returning on October 16, 2016.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 providers [redacted] Airlines was the operating carrier and merchant of record for the customers departure flights (the entity that received the funds) 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.On July 9, [redacted] Airlines notified Orbitz of a change of time to the customers return flightsDue to this an email was sent to the customer as notification of the changePer documentation the customer Ms [redacted] accepted the change in timeTo our understanding Ms [redacted] was unaware of her return flights change in timeWe highly suggest that customers review their flight details hours prior to departure and if possible check in online directly with the airlines prior to departureAs these changes were finalized and displayed well before the customers departure flight we are unable to authorize a refund of the new tickets Ms [redacted] purchased due to missing her return flight.Please accept our apologies for any lack of service Ms [redacted] received while trying to resolve her situationIt is never Orbitz’s intent to mislead or to cause inconvenience to our clients, and we are sorry that Ms [redacted] feel Orbitz’s has done soOrbitz goes to great lengths to supply our clients with the information and opportunity to make well-informed travel purchases, and we are more than willing to assist our clients in any way commercially possibleWe at Orbitz are dedicated to providing knowledgeable service and support to our clientsWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely,Hayden [redacted] Tier Customer Service

Dear ***l, The Revdex.com has shared your recent correspondence pertaining to the problems encountered on Delta flight On behalf of Orbitz, I apologize for any inconvenience this has caused, and appreciate the opportunity to review your account and respond to your concernsPlease know that we have verified that there were no schedule change notifications regarding this flight, and it was still showing in the airline systems available for travel We have reached out to Delta Airlines directly regarding the problems you encountered so that they could review ***l, as soon as we have received a response, we will promptly update you; however, please allow up to business days Thank you again for the opportunity to address your concerns, and we appreciate your patienceSincerely, Charlotte [redacted] Orbitz Customer Relations

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 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 voucher for a hotel reservationWe understand from the customers complaint he is requesting $refund due to a coupon.Our records indicate on November 8, the customer was issued a $coupon due to the customer service received Per the terms and conditions provided when the coupon was issued:Orbitz would like to offer you a $rebate to use towards a future Orbitz.com: Prepaid Hotel booking Vacation Package booking Please know that this compensation is not intended to place a value on your experience, but rather, it is meant to emphasize our commitment to you as a customerWe want to encourage you to continue using Orbitz for your travel needsVoucher case number: [redacted] When you make your next "Low Price Guarantee Hotel or "Vacation Package" booking on Orbitz, please forward a copy of your 'Orbitz Travel Document' email us at [email protected] reference the voucher case number above, offering the $rebate in your requestOrbitz will then process a refund to the credit card used to purchaseThe Refund will be credited to your account within 5-business days after the documents are received and validatedThis offer is valid for one (1) year from the date of this emailThank you for telling us where extra attention is neededWe appreciate your business and we hope you will provide us with a future opportunity to fully restore your confidence in our products and servicesSincerely, Orbitz Customer CarePer our records the customer purchased a “Pay Later” reservationAs this is not a prepaied reservation we are unable to process the customers refund request.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 usSincerely, [redacted] Tier Customer Service

June 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 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 MsWilder’s complaint she is requesting a refund for a flight reservation to be expedited.Our records indicate on June 10, the customer self-booked a round trip flight reservation using Orbitz.comThe flight reservation was operated by Icelandair, with flights from Denver, CO to Amsterdam departing on June 13, and returning from Paris Orly on June 20, 2016We are able to confirm that as of June 13, this matter was resolved with a refund $being processed to the original form of paymentUnfortunately, we are unable to expedite the transfer of funds back into your accountThe 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 attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] Tier Customer Service

Initial Business Response / [redacted] (1000, 5, 2014/07/15) */ Hi Ms [redacted] Thank you for contacting Orbitz via the Revdex.comWe appreciate the opportunity to review and respond to your request I understand that you have a Car Rental Reservation, booked via Orbitz representative, for rental piin [redacted] However, the arrival of your flights is after the closing time of the Rental LocationTherefore, you're requesting Orbitz either pay to change your flights or reimburse you for the difference in Car Rental Cost Ms [redacted] regrettably we are not able to honor this request Please understand, according to our records, your reservation is upcoming, on July 25, No monies were prepaid for your rentalPayment is due at the locationFurther, we found that your airline tickets were self-booked online prior to your Rental Reservation booking date Ms [redacted] respectfully, our customers are responsible for ensuring self-booked reservations are coordinatedOrbitz does not review separately booked reservations; unless requested by the travelerWhile I understand your frustration, Orbitz does not reimburse for known expenses, yet to be incurred; nor do we provide refund for monies we do not collect; such as airline change fees or airfareI apologize for any disappointment Please know you are able to cancel your Car Rental Reservation, at no cost; as no payment was collected at the time of bookingRegrettably, Orbitz must deny your request for refund, reimbursement or compensation for any changes to either itineraryI wish our response could be more favorable Thank you for sharing this concernPlease be assured Orbitz values your business and we hope to have future opportunity to restore your confidence in our service Sincerely, [redacted] Orbitz Customer Relations Chicago, IL Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/07/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) When I talked to the operator for Orbitz I had the funds to pay for a more costly car, but Eden said they would wait for me, so I took that money and allocated else where; I'm not rich so there is no extra money in my wallet, once it's spent it's spent and I fault Orbitz for that; I wish I had known they were not trust worthy, I would have kept my money longer and could have rented a car at a rental place that would be open until twelvethat's what I get for being trustingI won't be dealing with Orbitz or their affiliates Final Business Response / [redacted] (4000, 9, 2014/07/27) */ Mrs [redacted] Thank you for your responseIf I properly understand your concern, the contact with Eden was July 1, 2014, and the Car Rental Reservation in question, [redacted] was cancelled July 18, - prior to travel July 25, On July 11, you were advised that the Car Rental Reservation was able to be cancelled without any penalty; and new reservation booked, as desiredThere was no payment made to Orbitz or Payless at the time of bookingYour self-booked trip was scheduled to arrive [redacted] , July 25, Orbitz is not responsible for "upcoming" expenses, for transportationWhile both Car Rental Reservations were cancelled prior to travel, both required payment from the customer to the supplierNo Orbitz payment was due - no Orbitz refund is possible Please understand, per review, I found the customer was fully aware that no car service was available and the hotel in the area did not offer shuttleFurther, I found that self-booked Car Rental Reservation - for Dollar, PBORBXXXXXXXXXX, was cancelled prior to contacting OrbitzUnfortunately, while I can understand your frustration in this matter - Orbitz is not responsible transportation expenses Mrs [redacted] your flight was self-booked June 22, The late arrival of the Jackson flight and lack of available airport transportation, are not within Orbitz controlFurther this condition were known well in advance of travel commencing July 25, Orbitz is not in a position to reimburse for known expenses I wish our response could be more favorable but Orbitz is not able to provide refund for monies we do not collect and/or for expenses associated with self-booked travel Thank you for providing an opportunity to review your concern Kind Regards, [redacted] Orbitz Customer Relations Chicago, IL