Orbitz

Dear Mr***, The Revdex.com has shared your recent correspondence pertaining to your refund request on Itinerary #’s [redacted] and [redacted] On behalf of Orbitz, I apologize for this disappointing experience, and I appreciate the opportunity to review your account and respond to your concernsOur records indicate on February 16, 2016, two flight reservations – itineraries [redacted] and [redacted] – were reserved using the self-service tool on the Orbitz websiteItinerary [redacted] was a combined one way fare flight reservation, departing March 19, 2016, on [redacted] Airlines from Houston, Texas to Fort Lauderdale, FloridaTravel on March 26, 2016, is on [redacted] Airlines, departing Fort Lauderdale, Florida to Houston, Texas, for one passengerItinerary [redacted] was on [redacted] Airlines, departing March 19, 2016, and returning March 26, 2016, for one passenger.Upon further research, we were able to confirm on February 17, 2016, that we were contacted to cancel the reservations for a full refund as they were within the hour cancellation periodAt that time, the assisting representative reached out to an air specialist to assist with the processing of the cancellation; however, only the refund of $for the [redacted] portion of the reservations was refunded at that timeOn March 3, 2016, Orbitz processed refunds in the amount of $for the [redacted] flight reservations and $for the [redacted] flight reservations, for a total amount of $The amount of $was refunded by [redacted] Airlines on February 17, The amount of time it takes to receive a refund depends on how quickly their credit card company processes refundsMr***, thank you again for the opportunity to address your concerns, and apologize for your disappointing experience We do appreciate your business, and hope that we have a future opportunity to serve you in the future.Sincerely, [redacted] Orbitz Customer Relations

May 17, 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 Mr [redacted] did not accept our response and/or resolution offered.Please accept our apologies for any lack of service you received while trying to resolve your situationIt is never Orbitz’s intent to mislead or to cause inconvenience to our clients, and we are sorry that you feel Orbitz 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 clients.Due to Orbitz being a third-party intermediary, we had to contact the Air France to request a refund of the reservationThe airlines authorized a full refund of one ticket due to the error that caused [redacted] to have two ticketsAs of May 17, a full refund of one ticket amounting to $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 Mr***’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

January 9, 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 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 car rentalWe understand from Mr [redacted] complaint that on December 22, 2017, Enterprise did not have a minivan availableWe had reached out to Enterprise on behalf of the customer and was advised that they did not have any vehicles availableMr [redacted] stated in his complaint that he had rented a minivan directly at the airport and was charged in the amount of $He is seeking reimbursement for the difference in cost paid for the new rental in the amount of $ After further investigation we were able to confirm that Mr [redacted] rented a minivan through Budget, picking up on December 22, and dropping off on December 25, The amount charged for the rental was $ Please be advise that the carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of OrbitzOrbitz is not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there fromOrbitz has no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority Orbitz will honor Mr***’s request and reimburse the difference in cost of $for the amount charged for car rental through BudgetRefunds will typically take 3-business days to appear on the account Again, thank you for allowing us the opportunity to address your concernsIf you have any further questions or concerns, please don’t hesitate to contact us Sincerely, [redacted] Corporate Customer Service

June 19, Revdex.com Chicago & NIllinois Complaint Department Re: Orbitz Case: [redacted] Dear Revdex.com, Thank you for taking the time to contact Orbitzregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you We understand from Mr [redacted] complaint that he attempted to book a flight on our website but received an error message that stated the booking could not be completed at the timeHe stated that the price he viewed on our site was cheaper than the actual airline and he wanted to book at that priceHe contacted our office for assistance but, we were unable to complete the booking at the price that Mr [redacted] viewed initially Though our website is updated as quickly as possible, as options sell out the pricing and availability are subject to change and the itinerary is not guaranteed until booked, confirmed and ticketed While we understand Mr [redacted] concerns, we do not see any error by Orbitz and as a result, we are unable to honor his request Again, 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 us Sincerely, [redacted] Corporate Correspondence Team

Initial Business Response / [redacted] (1000, 5, 2014/07/16) */ Dear Mr[redacted] , Thank you for taking the time to contact OrbitzIt is my understanding that you cancelled your [redacted] Airlines flight right after booking, and are upset that you have not received a refundOn behalf of Orbitz, I apologize for any frustration or disappointment this has causedI appreciate the opportunity to review this matter and assist you While we do advertise Courtesy Cancellation on the website, we make sure to make it clear that it does not apply to every airline ticketThis is because some airlines, such as [redacted] Airlines, have their own restrictions regarding thehour void policyWhile we may provide information about Courtesy Cancellation with the search results, all of the verbiage used explains that it only applies to "some," not all, flight bookings I've attached screenshots of your web session for your reviewAs can see, once you chose the [redacted] Airlines flight from the search results, Courtesy Cancellation was no longer mentioned or advertisedFurthermore, when you elected to cancel your airline ticket, the website did not advise that you were Courtesy Cancelling the flightAccording to the screenshots I've provided, the website explained that the ticket was nonrefundable, but that you could hold a credit for future use As you have learned, [redacted] Airlines will not allow a courtesy cancel if the flight departure date is within days of your booking dateSince you were advised that the ticket was nonrefundable when you cancelled it, Orbitz is not in a position to compensate youWe did not find this to be an Orbitz error in any wayAs a travel agency, we must abide by the airline's rules that they set for their tickets Mr[redacted] , we wish our response could be more favorableWe value your business and hope to have a future opportunity to serve your travel needs Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

April 14, 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 Ms [redacted] complaint she is requesting a refund on an unutilized airline ticketOn April 14, 2016, we contacted Ms [redacted] to acknowledge receipt of the Revdex.com complaint but were but were unable to reach the customer.Our records indicate on March 3, the customer self-booked a round trip flight reservation using Orbitz.comThe flight reservation was operated by [redacted] , with flights departing from Mexico City, to Los Angeles, CA departing on March 18, and returning on March 20, The customer also purchased a “Orbitz Flight Protection Comprehensive”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 providersBased on the fare rules the customer agreed to at the time of booking, the tickets were non-refundable with a change penalty fee of $per passenger would be chargedIn addition, the customer would be responsible for any difference in fareMs [redacted] flight credit validity states, that travel must be completed within one year from the original ticketing date of March 3, 2016.As an effort to advocate on the customers behalf Orbitz contacted [redacted] They advised that due to the customer having an international flight the customer was required to arrive at the airport a minimum of three hours prior to departureThey also verified that the gates for the customers flight officially closed an hour and forty-five minutes prior to departureThough the customer was tagged as a no-show for her flight reservation [redacted] has agreed to honor the reservations original fare rules and allow the customer to utilize her unused tickets creditTo rebook the flight reservation we request the customer call Orbitz and refer to case number O- to expedite the process of changing the customers flight.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]

May 12, Revdex.com Chicago and Norther Illinois Complaint DepartmentRE: Orbitz Case [redacted] Dear Revdex.com, Thank you for contacting 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 flightWe understand [redacted] is requesting Orbitz to cover the costs to change flights due to the purchase of insurance with an insurance vendorOur records show on March 6, [redacted] , or a person authorized for the account of [redacted] , booked combined one way flights for one passenger traveling with [redacted] Airlines on May 12, from Nashville to Dallas, returning with [redacted] Air on May 14, and a flight insurance Cancellation Plan with [redacted] insurance company for $ [redacted] contacted us recently requesting to make a change to the outbound flight with [redacted] Airlines that was purchased for travel on May 12, We reviewed the ticket with her and advised per the fare purchased and fare rules that were provided and accepted at the time of purchaseThe [redacted] Airlines ticket had been purchased for $Changes, including change of date, required payment of a fee of $plus any difference in fareAs the change fee had a higher value than the ticket, we advised purchasing a new one way flight that would have a lower cost and carry over no restrictions from the previous ticket, such as limiting the airline carrier, travel times, or routingDuring the call our customer escalated to two supervisorsOur employees offered multiple times to assist with rebooking a new flight without any extra feesThe assistance was declined because we were not able to provide discounts on the flights that were available.The insurance that was selected for purchase with [redacted] insurance company offers protections with limited coverage and restrictions and requires that claims be submitted to the insurance company for approvalShould our customer prefer to contact [redacted] to review the policy the contact information is available from their online itinerary, their email confirmation, or our agents can provide it by phone.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] Corporate Customer Service

Initial Business Response / [redacted] (1000, 5, 2015/09/24) */ Dear Mr [redacted] The Revdex.com has shared your recent correspondence pertaining to the validity of a canceled ticketI appreciate the opportunity to review your account and respond to your concerns From your complaint, tickets were booked via the website on September 8, for travel on November 2, Due to personal reasons, the trip was canceled on September 12, 2013; the credit with [redacted] Airways was issued on the same dateYou have attempted to use the credit without successYou believe that Orbitz did not disclose the validity of the credit which resulted in a loss of the creditYou are asking Orbitz to honor the credit for future useFurthermore; your perception of Orbitz has become discontented due to the service you have received Mr [redacted] I do understand your concern in this regard, as airlines continue to add various charges in order to maintain costs; travel can be a hectic experience, and Orbitz does try to meet the expectations of our customers with current information made available on the website along with terms and conditions of sales According to my research, the booking was made privately, meaning there was no assistance from a telesales representative to book over the phone Additionally, the cancellation on September 12, was private; you were provided the details of the credit along with the validity of one year from the date of issue, September 8, Orbitz generated an email cancellation receipt which provided the details As a travel agency, Orbitz is required to apply the applicable airline fare rules act the exact moment of the purchaseThe tickets were sold as non-refundable with restrictionsPlease understand Orbitz is only a purveyor of tickets for airline carriers we display on our siteThis entire fare was paid to the respected airline, and Orbitz is required to adhere to all the airline's rules and restrictions Non-refundable ticket rules include airline waivers only in the event of the death of the traveler or spouseThis policy is consistent throughout the airline industry, and the same rules would apply if you had booked the ticket directly from the airline or another travel agency If you review the credit card statement, on the date of purchase, all funds collected for the tickets were charged to [redacted] Airways, not OrbitzAfter the validity date of September 8, 2014, the airline would purge the data and forfeit the creditThe airline would not have any data available to review your case and no extension of the credit from the purchase would be offered Although I understand your frustration and dissatisfaction; we are confident that all pertinent information about the terms and conditions as well as the cancellation policy was presented to you during the booking process Regrettably, Orbitz is not in a position to compensate for any additional expenses due to the situation presented Mr [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 Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) After canceling the flight I was never informed of these rules that was stated to me last week when I tried to use some of the creditWe were not able to take the trip until now due to medical reasons As far as looking at my charges, the credit card doesn't have history for anything past a year from today's date even after I opened a claim Even when I called the number the other agent provided, they were shocked that I was not informed in writing when my ticket was canceled Final Business Response / [redacted] (4000, 9, 2015/09/28) */ Dear Mr [redacted] In your reply, you wrote about your dissatisfaction with a decision we had madeWe regret your continued disappointmentSince you have contacted us again, you clearly feel strongly about these issues As I have explained previously; both the initial booking along with the cancellation were made privately; there was no contact with a telesales or customer service representative to verify the terms and conditions of the ticket and or credit Tickets and or credits have only one year's validity; this is the policy of the airline,***, not Orbitz As you have stated, the credit card statement is not viewable past one year; this would indicate data is not held after one year, as airlines have the same type of data holdings The airline would not have any data available to review your case and no extension of the credit from the purchase would be offered We have given this matter every consideration and at the same time, provided you detailed responses regarding it We regret the enduring unhappiness with our serviceAs we have evidently reached an impasse, there will be no further replies forthcoming from our office regarding this issue Sincerely, [redacted] Orbitz Customer Relations

August 2, 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 emailsWe understand from Mr [redacted] complaint he is requesting a stop to daily emails.Our records indicate on June 22, the customer booked a flight reservation through Orbitz.comUpon booking this reservation the customer registered his email address for a guest accountAs of August 2, Orbitz has requested to remove your email address from receiving promotional email.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

July 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 canceling her flight reservationWe understand from the customers complaint she is requesting to have her flights canceled and refunded in fullOn July 20, we contact Ms [redacted] to acknowledge receipt of the Revdex.com complaint.Our records indicate on April 7, the customer called self-booked a package reservation for two travelersThe customer purchased a five night hotel reservation at Luxury Bahia Principe Samana - All Inclusive Adults Only, checking in on June 29, 2016, and checking out on July 4, The customers roundtrip flights were operated by United Airlines, departing from Raleigh, NC to Puerto Plata, Dominican Republic on June 29, and returning on July 5, 2016.Our records reflect that on May 21, Ms [redacted] called customer service to receive assistance canceling her 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 providersBased on the fare rules the customer agreed to at the time of booking, the tickets were non-refundable with a change penalty fee of $per passenger would be chargedIn addition, the customer would be responsible for any difference in fare.As of July 6, Ms [redacted] called customer service to utilize her United flight credit for a new reservationWhen discussing this with the customer on July 20, the customer Orbitz verified that the additional charge was successfully reversedShe also advised that she no longer would like to cancel her flightsDue to this we are unable to offer a refund for her flight reservation.It 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 availableWe would like Ms [redacted] to know that every reservation is important to us and our main goal is to provide a smooth and pleasant experience to our membersWe appreciate Ms [redacted] thoughtful comments as we rely on customers like her to provide us with the information we need to continue improving our servicesWe would like to remind the customer that a $coupon has been placed in the customer’s account and is valid a year from issuanceWe 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

April 11, 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 [redacted] (Revdex.com case number [redacted] ) regarding a flight reservationWe understand from the customers complaint he is requesting a refund of his package Our records indicate on March 31, the customer self-booked a package reservation for three travelersThe customer purchased a five night hotel reservation at Dreams Tulum Resort & Spa All Inclusive checking in on October 10, 2017, and checking out on October 15, The customers flights were operated by [redacted] , departing from New York, NY to Cancun, Quintana Roo on October 10, and returning on October 15, 2017.Our records show that this complaint was resolved on April 6, when Mr [redacted] was issued a full refund of his flight reservationPer the case notes, Mr [redacted] is unsure if he wants to cancel his hotel reservationPer the hotels cancellation and change policy “Cancellations or changes made after 11:PM local hotel time, Saturday, October 7, or no-shows are subject to a hotel fee equal to night(s) plus taxes and fees.” If the customer would like to cancel his hotel reservation Orbitz suggests that Mr [redacted] contact our customer service prior to October 7, 2017.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

Complaint: [redacted] I am rejecting this response because: While I can appreciate your attempt at keeping information safe, I assure you that you have not looked into this matter fully I see in your response that you have referred to me as Ms., meaning that I am female As I would have to be to become pregnant It has been brought to my attention that the recording you all have of this conversation on 01/27/was a male caller The only phone call I made to Orbitz was in fact on 02/24/2016, well after the fact that you all had my reservation canceled I do not believe that you have fully investigated this matter and would like all recordings pulled I also DID NOT receive any email notification that I needed to provide any sort of follow up In fact the person I spoke to on 02/24/stated that it may be in my junk mail Now I ask you, why would all other emails come directly to my mail box and this "supposed" notification of medical proof go to my junk mail You all have perfected the art of talking circles around your customers until they simply walk away All I am asking is for this to be made right I am a single FEMALE, and I can provide whatever proof you need to prove that I am such, and that you all in fact did allow another party to cancel a reservation without my permission This just can not be acceptable I have had to go to great lengths and many hours to protect my identity and follow up with you all, with very little to NO response In fact, it has not been until I filed a complaint with Revdex.com that anyone has listened to me, much let take the time to respond I would like to also hear the recording on 01/27/that you all claim you administer to calls, as proof that you have in fact looked into this matter fully and completelyIt is extremely upsetting that all this could happen, and with no regard to myself or my experience Sincerely, [redacted] ***

May 25, Revdex.com Alaska, Oregon & Western Washington Complaint Department 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 you Our records reflect that on January 12, 2017, Mr [redacted] booked a one night stay at the Hotel Seccy from September 19, 2017, through September 20, We understand from Mr [redacted] complaint that he booked this reservation for $with a $voucher, but he later canceled the reservationWhen the booking was canceled Mr [redacted] was refunded minus the $that was covered by the voucherAccording to Mr [redacted] he was informed by Orbitz that we would also refund the $ When Mr [redacted] initially requested a refund of $for the voucher, we advised that the voucher was used towards itinerary [redacted] but, the booking was canceledAs such, the voucher was deemed forfeited and we were unable to reverse it once it has been applied We reviewed the account and have no record of a promised refund of $On January 29, 2017, we emailed Mr [redacted] to inform that we have placed two $vouchers into his account It is never Orbitz’s intent to mislead or to inconvenience our clients, and we are sorry that you feel we have done soIn good faith we have issued a travel voucher valued at $into Mr [redacted] account which is valid through May 24, Again, 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 us Sincerely, [redacted] Corporate Correspondence Team

April 15, Revdex.com Chicago and Norther Illinois Complaint DepartmentRE: Orbitz Case [redacted] Dear Revdex.com, Thank you for contacting Orbitz regarding the rebuttal received from our customerWe are responding to the consumer complaint from Xing [redacted] (Revdex.com case number [redacted] The set of one-way flights purchased for $were purchased from the airlineAeroflot is the merchant of record and placed the charge for the flights on the customer’s credit cardWe are working with them and providing the information needed to facilitate the refund, which most likely will come directly from Aeroflot.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,Denise [redacted] Corporate Customer Service

Dear Kingsley, The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you furtherIt is my understanding that you feel Orbitz engages in bait and switch tactics, due to the price changes on our websiteI appreciate the opportunity to review and respond to youOn behalf of Orbitz, I apologize for the disappointing experience and the frustration this caused you.Orbitz goal is to make every customer experience a great one, by offering the lowest fare available to our customersOrbitz is an unbiased and dedicated online Travel Agency offering millions of fares on every requested flight searchWe understand it is frustrating for you to see a price on a reservation that you would like to confirm, and the price increasesInventory available on Orbitz is also available on other travel sites Please know at the same time, there are millions of customers shopping throughout the dayThe airfares and their availability can be updated at any time, with or without notice, since they are determined directly by the airlinesFares can change very rapidly as the carriers continually adjust their flight loads, especially during peak travel timesOrbitz monitors these changes closely and makes every effort to keep our fare displays as current as possibleThat’s why these fares are not guaranteed until we receive confirmation from the airlines, and tickets have been issuedWhen you are attempting a booking, and the price changes or shows no longer available; this means that the airlines have updated their pricing but have failed to update our website with current priceIn situations where the airlines have not updated their fares and availability, we can send a request that they update the systemIf you provide the flight details; I will forward to the appropriate department for their follow up with the carriers to update the website with their most updated availability and fare Regrettable, Orbitz is not able to restore a fare once it is sold out or discontinued by the airlineHowever, as a gesture of goodwill, Orbitz has issued you a $USD future travel voucher to use on your next Orbitz.com prepaid 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 [email protected] Please 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 December 1, Kingsley, thank you for allowing me to review this with youWe appreciate your business, and we hope to have an opportunity to serve you in the futureSincerely, Jeanna HandleyOrbitz Customer RelationsChicago, IL

January 24, Revdex.com Complaint Department – Re: Case # [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from Mr [redacted] We regret to hear Mr [redacted] did not accept our response Orbitz is responding to the consumer complaint from Jesse [redacted] (Revdex.com case number [redacted] ) regarding a refund for a non-refundable hotel bookingWe understand from Mr***’s complaint that he is requesting to cancel his hotel reservation and receive a refund due to the Malaria Virus is prominent in the hotels location and Mr [redacted] is allergic to the required medication We have further reviewed Mr***'s complaint and after giving the matter our full attention we continue to stand by our previous response wherein we advised that we are unable to honor Mr***'s request of a refund for a non-refundable hotel reservation Our records reflect that on December 28, 2017, Mr [redacted] self-booked a night hotel stay for one guest, at the Hotel Costa Linda, checking in on January 23, and checking out on February 15, The hotel cancellation and change policy was advised and agreed to while booking online: The room/unit type and rate selected are non-refundableShould you change or cancel this reservation for any reason, your payment will not be refundedNo refunds will be issued for late cheor early check-out Furthermore, when finalizing the reservation on Orbitz.com, Mr [redacted] agreed to the following Terms of Use: The carriers, hotels and other suppliers providing travel or other services are independent contractors and not agents or employees of the Orbitz CompaniesOrbitz Companies are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there-fromOrbitz Companies have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority In no event shall the Orbitz Companies, the Orbitz Partners and/or their respective suppliers be liable for any direct, indirect, punitive, incidental, special or consequential damages arising out of, or in any way connected with, your access to, display of or use of this Website or with the delay or inability to access, display or use this Website (including, but not limited to, your reliance upon opinions appearing on this Website; any computer viruses, information, software, linked sites, products and services obtaining through this Website; or otherwise arising out of the access to, display of or use of this Website) whether based on a theory of negligence, contract, tort, strict liability, consumer protect protection statutes, or otherwise, and even if the Orbitz Companies, the Orbitz Partners and/or their respective suppliers have been advised of the possibility of such damages Our representatives made several attempts to advocate on Mr***’s behalf to receive authorization to issue a refund and on January 4, 2018, the hotel manager agreed to waive the penalty fees if the customer agrees to change the dates of his hotel stayThe hotel will not waive the penalty fees if Mr [redacted] decides to canceled his hotel reservation Based on the above, we cannot issue a refund for the hotel reservationThe terms and conditions were expressly advised and agreed by Mr [redacted] at the time of bookingOrbitz has no authority to override a hotel’s policyAgain, 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 us Sincerely, [redacted] Corporate Customer Service

April 9, Revdex.com Chicago and Norther Illinois Complaint DepartmentRE: 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 youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding airline seat assignmentsWe understand [redacted] is requesting a refund.Our records show on March 18, Wendy Accola or a person authorized by her, booked a package for four people via the Orbitz website including roundtrip flight with [redacted] Canada from Chicago to Punta Cana on March 25, 2018, returning on March 31, 2018, two Junior Suite with Indoor Jacuzzi - Super Saver - Book NOW! for five nights with the [redacted] Punta Cana All Inclusive checking in on March 25, 2018, and roundtrip private minivan transfer between the airport and hotel for $4071.24.On March 21, we received a call from our customer requesting assistance with selecting seats for the return flightHowever, the [redacted] Canada website advised for the fare purchased seat assignment is not guaranteed, seating preferences are taken by the airline as a request only, and it was not possible to request the seat assignment further than they had already been requested.The airline provides their policy here: http://www.aircanada.com/en/travelinfo/traveller/seatselection/index.htmlWhen booking on our website, in the section for “Seat requests, frequent flyer, redress and more” we advise “Seat selections are requested from the airline but cannot be guaranteed.”If our customer continues to select specific seats a flight map is shown, which is provided by the airline, based on the equipment for which the airline advises they will be operating for the flightOrbitz.com is a third-party website that offers travel items for sale from vendors such as airlinesAccording to the Terms of Use for our website, we do not take liability for errors or omissions made by the vendors in the content they provideWe 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] Corporate Customer Service

July 28, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case # [redacted] Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our 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 his OrbucksWe understand from Mr [redacted] complaint he is requesting a refund of Orbucks.Our records indicate on April 22, the customer booked a hotel reservation for a two night stay at the The George & Dragon Inn checking in on June 17, and checking out on June 19, The customer used Orbucks to pay for the reservationThe Orbucks MrKohl used on the hotel reservation were gained on April 20th and 21st with the Spring DOUBLE Orbuck Flight Bonus promotionPer the promotions terms and conditions “Bonus Orbucks expire if not redeemed within days of issuanceOffer is non-transferable and not redeemable for cash.” This means that the customers Orbucks were to expire on June 19th and 20th.On June 19, 2016, we can confirm the customer called customer service to cancel his hotel reservationDue to the reservations cancelation policy the customer was fully refunded for the canceled hotel reservationWe have verified that on June 19, Mr [redacted] Orbucks were returned to her Orbitz account.Due to the customers points being expired they were automatically removed from his account on June 19th and 20thOrbitz is unable to reinstate the customers expired Orbucks.If you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] Tier Customer Service

September 5, 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 Marina Perez (Revdex.com case number [redacted] regarding a flight reservationWe understand from the customers complaint she is requesting the ability to use her flight credit.Our records indicate that on May 9, the customer self-booked two one-way flight reservationsBoth the customer departure and return flights were operated by [redacted] AirlinesThe customers departure flights were scheduled to depart from Sacramento, CA to Orlando, FL on August 29, The customers return flights were scheduled to return from Orlando, FL to Sacramento, CA on September 1, 2016.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providersAs a result, we strongly recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policies The customer booked two one-way tickets, both with [redacted] Airlines as the merchant of record, and the companies that charged the customer’s credit cardWe hope you understand we have to abide by their rules and regulations.On “Trip Summary” page prior to inputting the credit card details there was a section titled “Important Flight Information” below it stated, “Your flight is a combination of two one-way fares, each subject to its own rules and restrictions.” Furthermore the customer was advised of the following concerning the departure and the return flights, “Tickets are non-refundable hours after booking and non-transferableA fee of $per ticket is charged for itinerary changes.” As we understand from Ms [redacted] complaint the flight was canceled due to a medical emergencyTo request a refund we suggest the customer contact [redacted] Airlines directlyPlease follow the link below to submit a refund request.https://prefunds.aa.com/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 us.Sincerely, [redacted] Tier Customer Service

Initial Business Response / [redacted] (1000, 5, 2015/06/11) */ Dear Mr [redacted] , The Revdex.com has shared your recent correspondence pertaining to the problems encountered during your travels due to the Visa requirementsI appreciate the opportunity to review your account and respond to your concerns It is my understanding that your wife did not have the proper entry documentation for your international travel, and she was denied boarding for the flight, so you both had to travel back to the United StatesYou believe Orbitz should have provided you with this information Mr [redacted] , prior to confirming your international reservation, we do advise that special travel documentation is requiredThere is a link available for you to review the required documentationThis link is also available on your itinerary, and can be reviewed at anytime via your "My Trips" International trips require special travel documentation for each traveler The Orbitz.com website has a specific link to [redacted] This website contains information about entry requirements for entry and transit into any foreign country, and return to the United StatesThe link to this website is: http://visacentral.com/passports.php?login=XXXXX On this link, you can enter the type of passport being held, and where you are traveling to, and it will advise if a Visa is needed or if there are other requirements that must be metWe certainly empathize with the inconveniences you encounteredHowever, we did provide access for you to review the requirements needed by the type of passport being heldPlease understand that Orbitz does not hold the funds for the tickets reserved, and we would not be able to grant your compensation requests Mr [redacted] , we wish our response could be more favorablePlease be assured that Orbitz values your business, and we hope you will provide us with a future opportunity to fully restore your confidence in our products and services Sincerely, [redacted] Orbitz Customer Relations Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I still argue the point that though the Orbitz website advises to check for required travel documents it doesn't require that the information be accessed before allowing someone to purchase ticketsThere should be additional procedures in place to protect the consumer from making ill advised purchases If Orbitz truly values my business, why did they consistently fail to provide me a response for more than two months in regards to my concerns while they immediately responded to the Revdex.com the very next dayIf Orbitz genuinely desires that I provide them with a future opportunity to fully restore my confidence in their products and services, I would ask that they demonstrate leniency as I had originally requested by assisting me in recuperating a portion of my lost funds Sincerely, [redacted] Final Consumer Response / [redacted] (4200, 11, 2015/06/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I recognize that Orbitz does not have a legal obligation in this case, however, I will still argue that it is much too easy for an innocent customer to purchase airline tickets without full knowledge of the financial risks involvedAs we all know, the terms and conditions pages on most websites are often very wordy and lengthyBeing asked to check a box to indicate that you agree with the conditions may meet the legal requirements for the website but it certainly doesn't guarantee that the customer has been made aware of the risks involved in making the purchase I am still not clear why Orbitz is not willing to offer any leniencyOrbitz' revenue in approached billion dollarsA partial refund or travel voucher toward a future trip would have been a gesture of good faith that would have earned my continued loyalty as a customer I receive promotional e-mails from Orbitz on a regular basisI would like to kindly request that they remove my address ( [redacted] @juno.com) from their mailing list Sincerely, [redacted] Final Business Response / [redacted] (4000, 13, 2015/06/18) */ Dear Mr [redacted] , Thank you for your follresponse, and I appreciate the opportunity to respond to your continued concerns At Orbitz, we make every effort to make all terms and conditions as simple as possibly for our customers reviewPlease understand that Orbitz does not hold the funds for the airline tickets reserved, and we are just not able to offer a refund for the tickets Mr [redacted] , I understand that this is not the response you were hoping for, but we are unable to grant your requestThank you again for the opportunity to address your concerns Sincerely, [redacted] Orbitz Customer Relations