Orbitz

I used Orbitz to book hotels twice recentlyFirst one on their website, the hotel is supposed to include breakfast but it actually does notSecond one on the website it says include "free parking", "free breakfast", and "free WIFI"Guess what??? Only free WIFI is provided I don't trust Orbitz anymore because of their system is very outdated and very not responsibleIf you want to enjoy a worry-free vacation, don't use Orbitz to book

July 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 Ms [redacted] complaint she is requesting a refund of her flight reservation.Our records indicate that on October 3, the customer booked a round-trip flight reservation for one travelerThe customers flights were operated by [redacted] Airways, departing from Nashville, TN to Nairobi on June 10, and returning on June 21, 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 providers [redacted] 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.We do not set any fare rules, and we do not maintain any flight schedules or make any changes theretoUpon completing your booking on our website, you agreed to our Terms of Use, which expressly provide: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.As an effort to advocate on the customers behalf we contacted [redacted] AirwaysThey advised that they did cancel the customers return flightSince [redacted] Airways holds the customers funds they advised that they will be processing a refund of that canceled 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 us.Sincerely, [redacted] Tier Customer Service

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

Dear [redacted] , The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you furtherIt is my understanding that you are upset because you were not advised you would be charged in USD instead of CAD for your reservation confirmed under record locator [redacted] I appreciate the opportunity to review and respond to youOn behalf of Orbitz, I apologize for this frustrating experience and any inconvenience this has caused for youPlease know that Orbitz is a US based company; therefore, all the fares on our website are in USD unless otherwise notedWhile we understand, some online booking sites have the functionality to provide costs in the currency of the customer’s choice; regrettably, Orbitz.com has yet to add this featureOur search results, review, confirmations, and fees are all provided in U.SDollarsWhile we expand to regions outside the U.S., we have updated many options and offerings for our customersHowever, at this time, Orbitz.com does not provide any functionality in non-U.ScurrencyThe airline and not Orbitz collects payment for the actual airfareIn some cases based upon the airline and customer banks, the bank may collect conversion feesThese charges are not included in our quote, nor are they within Orbitz controlI also show the credit card you used to confirm your booking had a Canadian billing addressThere can be a difference in the amount charged once converted to the currency used by your credit card company After reviewing your account, I do show the reservation was canceled [redacted] , I do see you are a loyalty member with a current balance of $In the appreciation for your continued business and support, I have placed $loyalty points in your accountOur Loyalty program is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needsThe points are available for you to use immediately toward a prepaid qualifying hotel booking [redacted] , thank you for allowing me to review this with youYour business is truly valued, and we hope to have an opportunity to serve you in the future with your travel planning needsSincerely, [redacted] Orbitz Customer Relations Chicago, IL

I found a ticket which was priced at 450$ and some changeI filled my info in and put my credit card info and after booking the price that I was charged was 1200$ and change! This happened on November and now is December and the charges are still pending even I called one minute later and cancelled that ticketVery dishonest company and terrible service!

Dear Mr [redacted] , The Revdex.com has shared your recent correspondence pertaining to the dates confirmed on your reservation under Orbitz record locator [redacted] I appreciate the opportunity to review your account and respond to your concernsAt Orbitz, we understand the importance of properly confirming the dates our customers choose during the booking processPlease know we have thoroughly reviewed the history of your booking process, and we do show we properly confirmed the dates chosenThe dates were recapped throughout the booking process, displayed on the confirmation page, updated in your “My Trips," and on the email confirmation that was forwarded to youIf we had been contacted during the courtesy cancellation timeframe, we could have canceled the booking for refundHowever, once this time frame had passed, we were required to charge all airline rules and restrictionsMr [redacted] , I understand this is not the response you were hoping for, but we are not showing there was an Orbitz error during your booking processThank you again for giving me the opportunity to address your concernsSincerely, [redacted] Orbitz Customer Relations Chicago, IL

Complaint: [redacted] I am rejecting this response because:i already contacted [redacted] airlines regarding the schedule change they madeThe uninformed me it was the responsibility of the travel agency Orbitz to inform me of any changes to flight schedule and rebook my itineraryOrbitz did not do thisThis is an issue with Orbitz and [redacted] Airlines that I shouldn't have affected me On on top of that I called Orbitz hours before my flight to great this sorted outOrbitz Rep out me on hold for half an hour each by different repsI spent a total of hours on hold with Orbit without any resolution causing me to miss my flightThis is totally unacceptable and Orbitz is at faultI missed important family event because of their screw up and terrible customer serviceThey need to reimburse my for this filesystem flight they booked me on the newer Thur longer routes and extended flight times and loss of vacation day as well Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2014/04/25) */ Dear [redacted] The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you furtherIt is my understanding that you booked several reservations on our websiteYou later canceled the reservations, and you were expecting a refundI appreciate the opportunity to review and respond to youOn behalf of Orbitz, I apologize for the disappointing experience and the inconvenience this caused you Please know the reservation under record locator PBORB [redacted] was booked on April and canceled on April This reservation was courtesy canceled and refunded to the Visa Card ending in [redacted] Record locators PBORBXXXXXXXXXX, PBORBXXXXXXXXXX, PBORBXXXXXXXXXX were booked and canceled on April and refunded to the same card However, the reservation under record locator PBORBXXXXXXXXXX was canceled and held as a credit for future travelOnce this was done, the sale was reported, and the airline fare rules were in effectThe ticket could no longer be refunded, as per the terms and conditions; the ticket was non-refundableWe don't want to come across as insensitive to your situation, and certainly understand that mistakes can happen, particularly on the InternetHowever, Orbitz, as a travel agency, has to abide by the guidelines put in place by the carrier ***, I wish our response could be more favorableWe appreciate your business, and we hope to have an opportunity to serve you in the future Sincerely, [redacted] Orbitz Customer Relations Chicago, IL Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/04/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) is used as a way to scam rules by company, but also when not to use tickets for future travel, it's a hard way to practice and run the clientBut this time will be removed Final Business Response / [redacted] (4000, 13, 2014/05/16) */ Dear [redacted] The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you furtherThank you for your follresponse Please know we do not mean to across as insensitive your situationHowever, you were charged by and the funds for your tickets went to US Airways and not OrbitzThis information can be verified by checking your credit card statementOnce the reservation was not canceled by the deadline for a courtesy cancellation, the reservation was reported to the airlines, and the fare rules on the ticket came into effect The rules on the ticket were placed there by the carrier themselves, and Orbitz, as a travel agency, as to abide by the fare rules placed on the ticket by the carrierThe Orbitz member or the person using the account on the member's behalf has to acknowledge that they agree to the terms and conditions before the reservation can be completedThe same rules would apply if you had booked on another website or with the carrier directly [redacted] I wish our response could be more favorableWe appreciate your business, and we hope to have an opportunity to serve you in the future Sincerely, [redacted] Orbitz Customer Relations Chicago, IL Final Consumer Response / [redacted] (4200, 11, 2014/05/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Only I want my money back I feel broken I save the money with my family for several monthsI lost this money for make a mistake for not read very well Englishonly press the butom for refund never saw the policyonly request my money back and no wish to travel anymore

Initial Business Response / [redacted] (1000, 5, 2014/02/28) */ Dear Mr [redacted] Thank you for contacting Orbitz via the Revdex.comOn behalf of Orbitz, I sincerely apologize for this disappointing experience It is my understanding that you booked your tickets on February 26th, however, on February 27th; you saw the fare priced lower by the airline for your itineraryYou are requesting a refund for the fare difference Please know that all fares are determined directly by the airlines and can be updated at any time, and can change throughout the day, based on demand for the flight and the airlines' right to change them at any time Your reservations were priced based on your selection using the lowest airfare available to Orbitz on the date of your bookingRegrettably, Orbitz is unable to issue any partial refunds for a lower airfare that may have become available due to changing airline availability In addition, please know that some airlines do allow a 24hr courtesy cancel; however, the reservation was processed on February 26th at 11:52am, and you contacted Orbitz on February 27th, at 12:18pm, which is outside the airline 24hr courtesy cancel period Mr [redacted] , while we are unable to refund fare difference, we value your business and as a gesture of our sincerity, Orbitz would like to offer you a $USD future travel voucher ($per person) on your next prepaid Orbitz.com airline, hotel or vacation package bookingOur voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needs Here are the instructions for the future travel voucher: When you make your next prepaid airline, hotel or package booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [email protected] reference case number and my letter offering the $voucher in your requestOrbitz 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 28, Mr [redacted] , I am sorry my response could not be more favorableWe appreciate your business, and we hope you will provide us with a future opportunity to serve you with your travel planning needs Sincerely, [redacted] Orbitz Customer Relations Final Consumer Response / [redacted] (2000, 12, 2014/03/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) Final Business Response / [redacted] (4000, 10, 2014/03/05) */ Dear Mr [redacted] Thank you for your recent responseI am sorry for your continued disappointment Please know that our records support that you contacted us at 12:18pm CST on February 27th Our records further reflect that our agent transferred you to a supervisor on this date Unfortunately, I do not show that your account was accessed prior to the above call In reviewing the above call, I find that you did not want to cancel for a refund, that you wanted Orbitz to honor the airfare you were seeing on Priceline for a total of $per ticket Mr [redacted] , please know that Orbitz is not in possession of the funds paid for your tickets, and therefore, we would be unable to refund airfare difference due to changing vendor pricing However, what I can do, to try to resolve this matter more to your satisfaction, is to upgrade my $voucher offer to $future travel voucherPlease use the same instructions originally sent to you with the $voucher offer I hope you will accept my offer in the spirit it is intended, as Orbitz is unable to further compensate in this matter Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: I have yet received any confirmation of the new bookings that have been made for my mother and my nephew I would like an updated itinerary and confirmation # from Orbitz for the tickets that they have purchased I have used Orbitz for many years, the lack of communication with their customers when a problem arises is unacceptable if the communication was open there would be no need to file a complaint Please forward me the new itinerary and confirmation number for the tickets purchased Sincerely, [redacted]

May 22, 2017Revdex.comComplaint Department – Orbitz.comRe: 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 recent ticketWe understand from the customers complaint that she is requesting the ability to use her reservation without any change fee Our records indicate on January 16, the customer self-booked a round-trip flight using Orbitz.comThe flight reservation was operated by [redacted] Lingus, with flights from Denver, CO to Venice departing on June 24, 2017, and returning on July 3, 2017.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, both tickets were non-refundable with a change penalty fee of $per passenger would be charged per directionIn addition, the customer would be responsible for any difference in fareThe customer must book travel prior to the original flight scheduled departure time (June 24, 2017)The travel must be completed before one day from the date of issuance (January 16, 2018).On May 22, Orbitz contacted Ms [redacted] We advised that due to the confusion Orbitz will refund up to $This is the amount that Ms [redacted] would sustain as the change fee from *** LingusThis reservation is still activeOrbitz was unable to get back in contact with Ms [redacted] to cancel the reservationWe suggest that Ms [redacted] contact Orbitz prior to June 24, and refer to case number [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 usSincerely, [redacted] Tier Customer Service

Initial Business Response / [redacted] (1000, 5, 2014/02/25) */ Dear Mr [redacted] Thank you for contacting Orbitz via the Revdex.comOn behalf of Orbitz, I sincerely regret this disappointing travel experience, and I appreciate the opportunity to respond It is my understanding that upon cheat the hotel, you were advised that Orbitz had confirmed two rooms for your stay, and you are requesting a refund for the second room In reviewing your booking history, I find that you confirmed one guest room for two peopleOur records support that Orbitz charged you for one room only in the amount of $ In speaking with the hotel they do advise of a second room; however, this may have been due to a system glitch Mr [redacted] , our records do not support that you were charged twice for the hotel portion of your package; however, if you are seeing a double charge for the hotel, please provide a hard copy of the charge for further investigation Thank you for allowing us an opportunity to review your inquiryWe appreciate your business, and we hope you will provide us with a future opportunity to serve you with your travel planning needs Sincerely, [redacted] Orbitz Customer Relations

March 3, 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 a hotelWe understand [redacted] is requesting a refund.Our records show on November 30, [redacted] or a person authorized on her account purchased a package through the Orbitz.com website including a roundtrip flight with [redacted] Airlines for travel from Los Angeles to Antalya, Turkey on February 3, 2018, returning February 17, 2018, and a night stay for one guest with the Hotel [redacted] checking in on February 4, in a Deluxe Single Room (French Bed), for a total cost of $1636.14.On February 11, our customer contacted us, and stated renovations were causing a paint smellWe reached out to the hotel to advocate on behalf of our customer, and they provided a way to communicate with their guest services via email [redacted] was specifically asking for a refund of the hotel stay being usedOn being advised we would be emailing with the hotel and waiting for a response, she requested to escalateOur supervisor took over and offered to move [redacted] to another similar property to resolve the paint smell issueOur customer refused the offer choosing to stay at current hotel, but wanting a full refund for the entire stay including the days used and upcoming days she was still planning to useWe advised [redacted] that any refund may only be authorized by the hotel, and Orbitz is unable to override the policies of the hotelHowever, as this was her decision we continued with making [redacted] request via email with the hotelA good will Orbitz.com coupon was provided worth up to $off the base rate of our customer’s next prepaid hotel or hotel package, that must be booked in the customer’s account over a limited timeThe hotel replied by email that the renovations were outside and minor, and paint wasn’t near the guest roomsTo accommodate all guests, they provided some of their incidental charges at a discount, offered a free dinner, and delivered a free fruit plateDue to the additional complaints received from [redacted] , they additionally upgraded her room to a sea view and provided some other amenities complimentary.The hotel approved a refund in the amount of $273.93, which was processed by Orbitz.com to the original form of payment on February 18, No further refund or compensation has been authorized by the hotel.Orbitz is a third party booking website that offers travel items for sale from vendorsThe policies for those items come from the vendors who sell and oversee their itemsOrbitz provides our Terms Of Use online, regarding the use of our website, which explains this same information, and is agreed to at the time of bookingAs Orbitz.com provided all the necessary information for our customer to be aware of what would or wouldn’t be possible with their refund request prior to booking, correctly advised our customer when we were contacted, advocated for our customer with the hotel, offered relocation, and provided goodwill, no further refund, compensation or good will shall be provided for this itinerary.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

Complaint: [redacted] I am rejecting this response because: Sincerely, Jillian [redacted]

November 28, 2016Revdex.comComplaint Department – Orbitz Re: Orbitz Case #: [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.Our records confirm that the customer called Orbitz on August 30, due to [redacted] Airways canceling his reservationDue to this a full refund was requestedAfter contacting [redacted] Airways on Mr [redacted] ’s behalf they confirmed that the full refund was processed on September 2, to the customers original form of paymentThe provided the reference number 0507MPCF77ZCQ so the customer can verify with his banking institution that they have properly processed the refund.Since [redacted] Airways was the operating carrier and merchant of record for the customers flights (the entity that received the funds and the companies that charge the credit card) on this itineraryOrbitz has no control over when, or how often, airline initiated schedule changes occurIf the customer is still not showing the funds we suggest he initiate a chargeback with his bank or credit card supplier for the charge by [redacted] Airways.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 Mr [redacted] The Better Business Bureau has shared your recent correspondence pertaining to nonrefundable tickets We certainly regret to hear of your disappointing experience, and appreciate the opportunity to review your account and respond to your concerns.I understand that you had tickets on United Airlines were requesting a refund due to court appearance On May 14, you contacted Orbitz Customer Service about cancelling your booking and were advised by Orbitz Customer Service your ticket is nonrefundable, and the fees involved to make changes At that time, you did not make any changes to your bookings On May 21, you cancelled your bookingThe tickets reserved were nonrefundable The nonrefundable rules apply, no matter how far in advance the booking is canceled Please understand that this is the airline rule no matter if your ticket was reserved via Orbitz, or with the airline directly The fare rules are given and must be agreed to prior to reserve your reservation, and as a travel agency, we are required to follow these rules as well Orbitz received your dispute in the form of a Pending Chargeback, and we defended it with the bank stating that the customer is responsibleWe have not heard back from the airline, whether the bank accepted or rejected the claim Mr [redacted] you will need to contact the airlines to check on status of your claimMr [redacted] we regret to hear you were not able to travel, but we are unable to offer a refund of your ticket Orbitz is being charged in full by United Airlines due to the dispute Sincerely,Luisa [redacted] Orbitz Customer RelationsChicago, IL

July 18, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted] Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding hotel reservationsWe understand the customer is requesting a refund and compensation for his recent hotel reservationsOur records indicate that on May 26, 2016, the customer booked hotel reservations – itinerary [redacted] – using the self-service tool on the Orbitz websiteHotel accommodations were at the [redacted] Inn & Beach Resort, checking in July 1, 2016, for two nights.Upon receipt of the complaint, on July 18, 2016, Orbitz contacted the hotel to advocate on the behalf of Mr [redacted] The hotel’s manager advised that the customer utilized the full reservationAdditionally, during the customer’s stay, the hotel checked in on Mr [redacted] s, who advised that he was satisfiedAs such, the hotel advised they are unable to authorize a refundOrbitz is unable to process a refund without the hotel’s approval.When acting as their own travel agent, it is important that the customer confirm all information by checking the websiteIf they are unsure of details we ask our customers to contact us or the vendor directly in order to insure all requirements are met before completing their reservationIt is our customer’s responsibility to review all rules and regulations prior to booking any travel We regret that our response cannot be more favorable and hope that, despite Mr [redacted] s’ recent experience; he will continue to use Orbitz for your future travel arrangements, thereby allowing us the opportunity to restore his faith in our company We trust our position in this regard has now been clarifiedIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] Tier Customer Service

May 26, 2017Revdex.comComplaint Department – Orbitz.comRe: Orbitz Case #: [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.Per the customers complaint the customer is unhappy with how we addressed the possible cancel of the reservationPer the conversation with the customer Ms [redacted] was advised that the flight was not canceled therefore activeShe was advised that we are able to cancel the flight to allow her to have credit with [redacted] Per the airlines fare rules whether or not the flight is canceled, the customer must book travel prior to the original flight scheduled departure time (June 24, 2017)The travel must be completed before one day from the date of issuance (January 16, 2018).After further research of the fare rules and verification from [redacted] , in order for Ms [redacted] to use her credit she can depart from anywhere in the United States the but Must to fly to anywhere within ItalyBased on the fare rules the customer agreed to at the time of booking, both tickets were non-refundableDue to this we are unable to refund the reservation.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

Hello, As I've mentioned, I tried to contact the business by phone and by email When contacted by phone on December 6, I was put on hold for >minutes "for reviewing the case"; after that wait a CSR promised to respond to me via emailThere was no follthoughA couple days later (December 9) I wrote an email using Orbitz message system and which also went unanswered.Regards, [redacted]

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 Craig Neal [redacted] (Revdex.com case number [redacted] regarding a flight reservationWe understand from Mr [redacted] ’s complaint he is requesting a refund for half of his reservation due to missing his flight.Our records indicate on June 15, the customer self-booked a flight reservation using Orbitz.com for two travelersThe flight reservation was operated by [redacted] Airlines, with flights from Los Angeles, CA to Atlanta, GA departing on July 9, and returning on July 30, 2016.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those 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 one roundtrip ticket with [redacted] Air Shuttle who was 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.We can confirm Mr [redacted] contacted us on August 1, 2016, Due to missing his return [redacted] Airlines flightThe customer requested compensation due to missing the flightWe apologize for the inconvenience this may have caused youBased on the fare rules agreed to at the time of booking, [redacted] Airlines flights stated to take any action on the reservation, the customer had to contact them directlyAs the tickets are non-refundable, we are unable to provide a refund of the reservation.We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] Tier Customer Service