Orbitz

August 1, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case # [redacted] Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding a flight reservationWe understand from Ms [redacted] complaint she is requesting a refund a flight reservation due to extenuating circumstances.Our records indicate on June 10, the customer self-booked a round trip flight for two travelersThe flight reservation was operated by Air Canada, with flights departing on July 27, from Toronto, ON to Los Angeles, CA on August 3, 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 Air Canada was the merchant of record and the company that charged the customer’s credit card, we have to abide by their rules and regulationsBased 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 charged.Our records reflect the customer contacting Orbitz on July 12, to cancel her flight reservation due to medical issuesPer our documents the customer was advised to call Air Canada and provide medical documentation as the customer purchased a non-refundable reservation.On August 1, as an effort to advocate on the customers behalf Orbitz contacted Air CanadaWe were advised that if the customer is requesting a refund for a non-refundable reservation they must submit medical documentation to the link below.https://help-aircanada.com//aircanada-help/createIssue.do?lang=ENU We sincerely regret that we are unable to offer a more satisfactory response or resolution to Ms [redacted] concernAt Orbitz we try as much as possible to provide not only excellent customer service but we also try to exceed what is expected of usHowever we know that there are some instances when policies associated with the purchases made on our website cannot allow for a resolution that is more favorable to our customersWe are not trying to discharge ourselves from any responsibility; we only want to convey that we were able to provide you with the necessary information related to Ms [redacted] flight purchase before our system asked her to complete the reservation online.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

February 3, 2017Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted] Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from Sharon [redacted] We regret to hear Ms [redacted] did not accept our response and/or resolution offered.Orbitz is responding to the consumer complaint from Sharon [redacted] (Revdex.com case number [redacted] regarding a flight reservationWe understand from Ms [redacted] complaint she is requesting compensation due to inconveniences experienced when trying to utilize a recent ticket.As previously advised, Per documentation the tickets were already issued and records sent to the airlinesOur records reflect multiple calls being made into customer service by Ms [redacted] in regards to her flight ticketsWe apologize about the system issued that caused there to be confusion between the airlines and OrbitzWe are able to verify that the customer reservation was able to be successfully exchanged and fully utilized.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and the airlines and is subject to the rules and restrictions of those providersAt the time of booking, Ms [redacted] agreed to the Terms of Use, which expressly provide as follows: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.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 usSincerely, [redacted] Tier Customer Service

Initial Business Response / [redacted] (1000, 5, 2015/09/23) */ Dear Mr [redacted] The Revdex.com has shared your recent correspondence pertaining to seat allocations for tickets booked via the websiteI appreciate the opportunity to review your account and respond to your concerns From your complaint, tickets were booked via the website on April 15, for travel on September 5, Initially, seats were allocated for specific flights; however, upon actually initiating the airlines' website; you were not provided the precise seats; you were asked to pay additional costs in order to be accommodatedYou believe that Orbitz should have a better system in place regarding seat allocationYou feel that as a travel agency, Orbitz has the authority to control the seat maps which are provided by the specific airlinesFurthermore; your perception of Orbitz has become discontented due to the service you have received Mr [redacted] I do understand your frustration as you booked seats in advance, only to have the exact opposite occurTravel can be a hectic experience, and Orbitz does try to meet the expectations of our customers with current information made available on the website As an Internet travel agency, we try to provide as much information as possible to our customers, as provided to us by the carriersWhen airline tickets are booked through Orbitz, the request is sent directly to the airline for confirmation of the spaceThe airline usually confirms the space to Orbitz in a matter of secondsOrbitz, like any travel agency, cannot sell tickets for an unconfirmed or wait listed flightAll segments of the trip must be confirmed for a ticket to be generated Please be advised that the airlines do not inhibit seat selection based on where you purchase your ticket and provide the seat assignments to as many customers as possible when the reservations are made through Orbitz.comThe airlines will confirm some flights above the actual aircraft capacity and therefore, on these flights, seats will remain available for the reservation but seat assignments may not be availableIn such situations, the airlines provide the seat assignment at the gate prior to the departure of the flight According to my research, after the booked was made, the airline, [redacted] initiated several schedule changes on May 30, With the changes, the seat allocations may have changedRegrettably, I am unable to research in detail, regarding the seat allocations after the schedule changes We understand your dissatisfaction; however, carriers reserve the right to change their flight schedules at any time, with or without noticeDuring the booking process, Orbitz presents and customers must agree to the airline fare rules and Ticket Terms and ConditionsThis 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 On the Orbitz website, in the customer support section, we provide guidance for customers who require special seating assistanceWe recommend that you contact the airline for seating assistance as Orbitz is not able to override any controls which the airline may have in place regarding its seating allocations Although I understand your frustration and dissatisfaction; we are confident that all pertinent information about the terms and conditions' policy was presented to you during the booking process Regrettably, Orbitz is not in a position to compensate for any 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

November 3, 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 Sandra Deveney (Revdex.com case number [redacted] ) regarding a car reservationWe understand from Ms [redacted] complaint she requesting a refund of the insurance purchased for a recently unused car reservation.Our records indicate on June 23, the customer self-booked a car reservation with OrbitzThe customer reserved a Special RentalThe car is due to be picked up on October 26, 2016, in Syracuse, NY and returned to the same location on October 29, The customer also purchased “Car collision damage protection”.On October 26, the customer emailed our customer service requesting a refund of her insurance due to being denied a car as she has no major credit cardPer the car reservations terms and conditions that were presented to the customer at the time of booking, “Renter is required to present a major credit card or debit card in their own name at the time of rental.”As an effort to advocate on the customers behalf we contacted [redacted] Rent A Car on November 3, [redacted] advised us that on October 26, Ms [redacted] was unable to utilize the car reservationDue to this we are able to refund the unutilized “Car collision damage protection”As of November 3, a refund of $was processes 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 [redacted] 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 us.Sincerely, [redacted] Tier Customer Service

Complaint: [redacted] I am rejecting this response because: I have worked in the travel industry and understand how the fares work In addition, no other airline was even close in offering that fare, only on Orbitz was that fare offered and it was $cheaper than any one else, with the exact same date, time and airline I have print out of your fares for $and was even quoted that fare by a representative This fare was also offered for at least days This is clearly bait and switchI have had several other people voice their concerns with Orbitz as well This must be corrected because I don't want others to go through the disappointment, frustration, anger and time wasted which eventually turns into NEVER booking on Orbtiz again Sincerely, [redacted] ***

August 27, 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 she is requesting a refund of her flights.Our records indicate on July 29, the customer self-booked a flight reservation using Orbitz.com for one travelerThe flight reservation was operated by [redacted] Airlines, with flights from Phoenix, AZ to Denver, CO departing on August 23, 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 policiesThe customer booked one roundtrip ticket with [redacted] Airlines 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] first contacted us August 12, due to poor connection the customer called Orbitz back on August 13, The customer requested the Orbitz agent to change her [redacted] Airlines ticketsBased 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 [redacted] Airlines tickets are non-cancellable and non-changeable we do not have access to the customers ticketsDue to this we advised the customer to contact [redacted] Airlines directly to make alterations to the ticketsAs the tickets Ms [redacted] y purchased 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

October 12, 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 package reservationWe understand from the customers complaint he is requesting a refund due to canceling the package due to a medical issue.Our records indicate on August 17, the customer self-booked a package reservation for two travelersThe customer purchased a seven night hotel reservation at Dreams Los Cabos Suites Golf Resort & Spa All Inclusive, checking in on October 11, 2016, and checking out on October 18, The customers roundtrip flights were operated by Spirit Airlines, departing from Las Vegas, NV to San Jose del Cabo on October 11, and returning on October 18, The customer purchased a roundtrip shuttle for hotels in Corridor and protected the trip with the “Package Protection Plan”.On October 9, the customer called Orbitz to cancel the package due to a medical issueAs the customers hotel was fully refundable at the time of cancelation the customer was refunded in full for the hotel portion of the reservationBased on the flights fare rules agreed to upon booking the tickets were non-refundable with a change penalty fee of $per passenger would be chargedIn the case of cancelation, the credit associated with each ticket is valid if rebooked and travel commences year from original purchase dateDue to this the customer didn't receive a full refund of his flight reservationBased on the cancelation policy associated with the customers roundtrip shuttleThe reservation is non-refundable and cannot be changed or cancelled after bookingDue to this we are unable to authorize a full refund for the shuttle portion of the reservationOrbitz offers the “Package Protection Plan” so our customers can have the ability to be reimbursed for the cost of flight interrupted for covered reasons such as illness of a family memberPlease review the summary of coverages below:Pre-Departure Trip Cancellation:We will pay a Pre-Departure Trip Cancellation Benefit, up to the amount in the Schedule for non-refundable cancellation charges imposed by Policyholder, if you are prevented from taking your Covered Vacation due to your, an Immediate Family Member’s, Traveling Companion’s, or Business Partner’s Sickness, Injury or death or Other Covered Events as defined, that occur(s) before departure on your Covered VacationThe Sickness or Injury must: a) commence while your coverage is in effect under the plan; b) require the examination and treatment by a Physician at the time the Covered Vacation is canceled; and c) in the written opinion of the treating Physician, be so disabling as to prevent you from taking your Covered Vacation.If the customer is seeking further compensation we suggest she await a response from the insurance companyAon Affinity Berkley Travel is our administrator for assistance and can be reached by calling [redacted] or email: [redacted] Their office hours are 8:AM - 10:PM ET, Monday - Friday; 9:AM - 5:PM ET, Saturday.We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted] Tier Customer Service

Dear Ms [redacted] , The Revdex.com has shared with us your correspondence regarding your recent experience with OrbitzIt is my understanding you were upset with the quality of the [redacted] Casa de Las [redacted] Hotel - Adults Only - Historical Downtown and you are requesting a refund for the reservationI 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 youPlease know Hotel properties or their representative companies provide their own content information on the Orbitz website, which includes the star rating, location, amenities, and property description Orbitz relies solely on each hotel to provide us with accurate descriptions of their propertiesAlso, in response to consumer requests, Orbitz now includes customer feedback and ratings relating to their experience at hotel properties shown on our website This information is included in the “Reviews from our users” section shown during the hotel selection process This valuable information may be used in helping you to determine your choice of hotelThese ratings are unbiased and are in no way meant to indicate an endorsement by Orbitz or the hotel property We also encourage you to leave such a review for this property Go to the My Trips section of the website, where you’ll find a link asking about your recent experience We truly value our customers’ feedback and hope you will participateWhen we do learn of situations like this, Orbitz takes immediate action to prevent any unfavorable experiences for our customers In this case, I have notified the appropriate parties and they are currently in the process of reviewing this complaint Our 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 public We thank you for bringing this to our attention Ms [redacted] , we do regret your disappointing experience; however, we have contacted the property on several occasions and a refund has not been grantedOrbitz has been charged in full for your bookings, and we are unable to offer a refund Nevertheless, we do value you as a customer; therefore, as a gesture of sincerity for your disappointing experience we have added $in Orbucks to your accountThey are valid until April 10, and are available to be used on your next qualifying prepaid hotel booking We appreciate your business and hope you will continue to use Orbitz in the future for your travel needsSincerely, [redacted] Orbitz Customer Relations Chicago, IL

Dear MsHope, The Revdex.com has shared your recent correspondence pertaining to the fare rules associated with your nonrefundable ticketsI appreciate the opportunity to review your account and respond to your concerns.With a goal of being fair with all customers, airlines have developed uniform guidelines in applying their tariffs and fare restrictions, and there are generally no exceptions granted to these guidelines regardless of the price of the airline ticket During your booking process airline fare rules are given and must be agreed to prior to confirming your booking As a travel agency, Orbitz is required to apply the applicable airline fare rules when performing a ticket exchange As a distributor of tickets for the airline, we do not have authorization to waive change fees or issue refunds for non-refundable tickets I apologize for any inconvenience this may have causedWe wish our reply could be more favorable Please be assured that Orbitz values your business, and we look forward to serving you again in the future with your travel planning needs.Sincerely,Luisa [redacted] Orbitz Customer RelationsChicago, IL

June 14, 2016Revdex.comComplaint Department – OrbitzDear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a hotel reservationWe understand from Ms [redacted] ’s complaint she is requesting a refund of the hotel reservationAs of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe will submit our final reply via the Revdex.com's website.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

May 12, 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 Amanda [redacted] (Revdex.com case number [redacted] ) regarding a hotel reservationWe understand Ms [redacted] is requesting a refund of one night of her hotel reservationOn May 12, 2016, we attempted to contact customer to acknowledge receipt of the Revdex.com complaint but were unable to reach the customer.Upon further research, we are unable to locate an Orbitz.com account related to Ms [redacted] complaintWe respectfully request that Ms [redacted] provide us with an email address used to book the reservation and the itinerary numberThe requested information will enable us to appropriately address her concernsIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted] Tier Customer Service

November 30, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted] Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding a hotel reservationWe understand the customer is requesting a refund of his hotel reservation.Our records indicate that on October 15, the customer self-booked a hotel reservation for one travelerThe customer purchased a three night hotel reservation at the Historic [redacted] Hotel, checking in on November 11, 2016, and checking out on November 14, 2016.After review of the customer’s account we are unable to locate any calls into our customer service requesting assistance with changing or canceling the reservationTo advocate on the customers behalf we reached out to hotelUpon speaking to the supervisor on duty we were advised that when a bellman went to Ms [redacted] room he witnessed her smokingDue to this the customer sustained an additional charge and will not be receiving a refund for this reservation.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

September 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 a flight reservationWe understand from the customers complaint they requesting a refund of her canceled tickets to be expedited.Our records indicate on June 11, the customer self-booked a flight reservation on Orbitz.comThe flight reservation was operated by [redacted] Airlines with flights departing from New York, NY to Lahore on June 11, 2016, and returning on June 30, 2016.We are able to verify that the customer called Orbitz on June 29, to cancel their return ticketsAt that time we are able to confirm that a refund was not processed by the assisting agentThe customer called Orbitz again on August 28, to reconfirm the reservation and was advised that the refund was not processed by the original agentOrbitz 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 providersPlease note, Korean Air was the merchant of record and the company that charged the customer’s credit cardOn August 28, Orbitz processed a refund for the customers return flightsThe refund was sent to the original form of paymentThe amount of time it takes the customer to receive depends on the customers banking institution.We apologize for any inconvenience this lapse in time may have caused youWe would also like to apologize for the customer service issues you experienced in trying to receive assistance with you flight reservation and its associated chargesWe would like you to know that every reservation is important to us and our main goal is to provide a smooth and pleasant experience to our membersOrbitz would like to advise the customer that two $Orbitz Travel Coupons for use on a future trip were previously added to their permanent Orbitz account associated with the email providedThis coupon is valid towards the future purchase of an E-Special Rate hotel reservation, either as a stand-alone hotel or in a vacation packageThe coupon will appear in the booking path for the next qualified reservation, and it is valid until one year from the date of issuance.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

April 22, 2016Revdex.comComplaint Department – Orbitz.com Re: Orbitz Case #: O- [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] Mendoza (Revdex.com case number [redacted] ) regarding hotel reservationsWe understand the customer is requesting a refund in the amount of $1,215.66.Our records indicate that on March 14, 2016, the customer booked three hotel reservations – itinerary [redacted] Hotel accommodations were at the [redacted] Downtown, checking in March 16, 2016, for four nights, for a total amount of $1,215.66.Upon further research, we were able to confirm that on March 21, 2016, the customer contacted Orbitz to request a refund for their booking as the hotel was oversoldOn behalf of the customer, Orbitz contacted the hotel directly at that time and were advised they had no availabilityOn April 7, 2016, Orbitz processed a full refund in the amount of $1,back to the customer’s original form of paymentThe amount of time it takes for the customer to receive a refund depends on the length of time it takes for their bank to process refundsDespite the customer’s recent experience, we encourage her to continue to use Orbitz for her future travel arrangementsWe have credited her online Orbitz account with a $Electronic Travel Coupon valid towards the future purchase of an E-Special Rate hotel reservation, either as a stand-alone hotel or in a vacation packageThe coupon will appear in the booking path for the next qualified reservation, and it is valid until one year from the date of this letter.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted] Tier Customer Service

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThank you very much I would also like to thank orbitz for their reasonable and positive response Sincerely, [redacted] ***

Dear [redacted] The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you furtherIt is my understanding there were schedule changes made to your flights that affected your travel plansI appreciate the opportunity to review your account and respond to youOn behalf of Orbitz, I sincerely apologize for the disappointing experience.Please know your schedule changes were initiated by Etihad AirwaysOrbitz has no control over the airline's schedule changes, cancellations, or flight delaysHowever, we take every step possible to ensure that our customers are re-protected on the best flights available provided by the airlinesOrbitz is unable to put travelers on alternative airlines, and must go by the rules and restrictions set by the carriersThe flight options we offer are those the airlines have provided to us.When you purchased your ticket, you were charged directly by Etihad Airways for your transportationYou agreed to their terms and conditions, and to their Contract of CarriageAll airlines reserve the right to change their schedules at any time, with or without notice During the booking process, Orbitz presents and customers must agree to the airline fare rules and Ticket Terms and ConditionsI have copied a portion of the terms below: Air transportation, whether it is domestic or international (including domestic portions of international journeys), is subject to the individual terms of the transporting air carriers, which are herein incorporated by reference and made part of the contract of carriageTimes shown in timetables or elsewhere are not guaranteed and form no part of this contractCarrier may without notice substitute alternate carriers or aircraft, and may alter or omit stopping places shown on the ticket in case of necessity Schedules are subject to change without noticeAfter reviewing your reservation history, I show the flight from Abu Dhabi to Mumbai was originally scheduled to arrive Mumbai at 2:AMDue to the schedule change made by Etihad Airways; the flight was changed to arriving at 2:AMThe airlines require that you have four hours to make the connection in Mumbai With the 6:AM flight; you would not have the four hours needed to make the connectionSo you were moved to the next available flight which was at 10: AMI have attached a screen shot for you to review.Unfortunately, all airlines have schedule changes; and you really only have two optionsAs the airlines change their schedules and move their aircraft, you can agree and fly on the new schedule the airline has authorized, or you can request to have the tickets refunded as an unacceptable flight optionShould you choose to have the tickets refunded, you are then on your own to rebook new flights that will be more desirable for you, at the prevailing fareSchedule changes on all carriers are frequent, and as a travel agency, we must abide by the rules set forth by the airlines [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 current balance on this account is now $121.19, and these are available for you to use immediately toward a prepaid qualifying hotel booking[redacted] , 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 future with your travel planning needsSincerely, Jeanna [redacted] Orbitz Customer RelationsChicago, IL

November 17, Revdex.com Orbitz – 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 youOrbitz is responding to the consumer complaint from [redacted] ) regarding an airline ticket reservationOur records show on September 03, 2017, Ms [redacted] self-booked a flight reservation that was scheduled to depart November 12, returning November 26th, The original price paid for the ticket was $524.37USDAfter the tickets were purchased the airline made a schedule change to the flightWe attempted to contact the customer by phone and were unable to reach herWe also emailed the customer and advised of the schedule change so the customer could contact us by phoneMs [redacted] did not contact us until the date of travelMs [redacted] then paid to exchange her flight however this was not authorized, the exchange was cancelled and Ms [redacted] was returned the amount paid for the exchangeOn November 11th, when Ms [redacted] contacted Orbitz she was advised she would be refunded the amount paid for the exchangeMs [redacted] no longer wanted us to complete an exchange and purchased a new outbound flight on her ownMs [redacted] is now requesting a refund for the amount of a new ticket she claims she purchased in the amount of $plus $for what she claims she paid for an Uber trip to the airportOrbitz’s goal is to provide an exceptional customer experienceWe appreciate the time Ms [redacted] took to provide Orbitz.com with the comments regarding the airline exchange that should have been completed and we have passed your information onto our management team for reviewWe do regret any inconvenience Ms [redacted] encountered in resolving this matterHowever, Orbitz will not refund for what the customer booked on her own after being advised we could assist with the exchangeWe are also unable to cover the amount Ms [redacted] supposedly paid for an Uber ride from her home to the airport the next day as this was not something Orbitz agreed to refundIf Ms [redacted] has any other questions regarding this matter she may contact Orbitz customer support to inquire as her account will be documented with the information providedWe thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] Tier Customer Service

Dear Ms [redacted] The Revdex.com has shared with us your recent correspondence regarding your experience with OrbitzIt is my understanding you wish to make a change to your reservation to FrankfurtI appreciate the opportunity to review your account and respond to youAs I have previously advised you via our email exchange, if you are to make a change to the reservation more than days before the original departure you will be responsible for a $USD Condor Airlines fee per person, plus any difference in the airfare per personIf the change is made within days of departure you will be responsible for a $USD Condor Airlines fee per person, plus any difference in the airfare per personMs [redacted] as Orbitz is an online booking agency, we do have to abide by the rules placed on your ticket by Condor Airlines, the rules that were agreed to at the time the booking was made on the Orbitz websiteUnfortunately, as Condor Airlines has advised those fees would be charged to make a change, Orbitz is not in a position to waive themI understand this may not have been the answer you were looking for; however, we do appreciate your business and hope you will provide us with a future opportunity to serve you with your travel planning needs.Sincerely,Shalon ***Orbitz Customer RelationsChicago, IL

Dear Ms [redacted] , The Revdex.com has shared your recent correspondence with Orbitz regarding the Best Price Guarantee claim you filedI appreciate the opportunity to review your account, and respond to your concernsOn behalf of Orbitz, I sincerely apologize for the disappointing experience, and the frustration this caused youPlease know we have approved your claimThe Orbucks have been removed from the account, and a refund in the amount of $was processed to the Master card ending in This should post to your account within to business daysThe current balance on your Orbucks account is $in Orbucks, and these are available to use toward a prepaid qualify hotel bookingThis amount does include the $bonus OrbucksMs [redacted] , 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, [redacted] Orbitz Customer Relations Chicago, IL

July 20, 2016Revdex.comComplaint Department – OrbitzRe: 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.Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding a flight reservationWe understand from Mr [redacted] complaint he is requesting a refund or credit for a flight reservation due to extenuating circumstances.Orbitz offers multiple airlines for customers to choose fromDue to specific contracts with certain airlines such as [redacted] , Orbitz is unauthorized to access the customers ticketsSince tickets are unable to be accessed they are unable to be changed or canceledWe suggest Mr [redacted] contact [redacted] directly to request a refund or credit for a future flight 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 us.Sincerely, [redacted] Tier Customer Service