Orbitz

Dear Mr [redacted] The Revdex.com has shared your recent correspondence pertaining to recent flight to Houston on December 22, I appreciate the opportunity to review your account and respond to your concernsI have reviewed your reservation history to better understand the nature of your concernsYou had an airline booking on Lan Airlines that included a connection However, you go on to say that you were not informed of customs’ requirements I apologize for any inconvenience this may have caused Please know at Orbitz, we do our best to support our customers and provide as much information as possible for their tripThere are many ways to share information with our customers about their journey and required entry documentsAlthough we will always try to improve the quality of information offered, we cannot and do not cover every situationMr [redacted] I do understand your frustration in this matterTravel can be a hectic experience, and Orbitz does try to meet the expectations of our customers with proper information and travel alertsAs a self-booking travel agency, many facets of an international itinerary, including customs requirements are left to the customer Ultimately, it is the traveler’s responsibility to confirm that all proper entry requirements for every leg of their trip, including transit cities, are met prior to their departureMr [redacted] due to your inconvenience, I have placed loyalty points in your accountThese are available for you to use immediately toward a prepaid qualifying hotel bookingMr [redacted] thank you for bringing this issue to our attentionOrbitz values your business, and we hope to have an opportunity to serve you in the future with your travel planning needsSincerely, Luisa [redacted] Orbitz Customer Relations Chicago, 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 BBB 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 Mark [redacted] (BBB case number [redacted] ) regarding a canceled reservation. We understand from Mr. [redacted] complaint he is requesting a refund for two canceled itineraries.Our records indicate on March 21, 2016 the customer self-booked a three night hotel reservation under itinerary [redacted] The reservation was at Riu Palace Cabo San Lucas All Inclusive, checking in on June 24, 2016, and checking out on June 27, 2016. This hotel reservation amounted to $730.80.On March 21, 2016 the customer utilized our online self-service tools to cancel his hotel reservation. Per the hotels cancellation and change policy, “Cancellations or changes made after 11:59 PM local hotel time, Tuesday, June 21, 2016 are subject to a hotel fee equal to 1 night(s) plus taxes and fees.” Due to the customer canceling the reservation prior to June 21, 2016 a full refund was automatically generated to Mr. [redacted] original form of payment.Our records reflect on March 27, 2016 the customer called self-booked a package reservation for one traveler under itinerary [redacted] The customer purchased a three night hotel reservation at Hotel [redacted] , checking in on June 24, 2016, and checking out on June 27, 2016. The customers flights were operated by [redacted] Airlines, departing from San Francisco, CA to San Jose, Mexico on June 24, 2016 and returning on June 27, 2016. The customer also purchased a Roundtrip for Hotels in Cabo San Lucas - Shared Shuttle: Los Cabos Airport (SJD) for June 24, 2016. This package was protected by an Orbitz Vacation Waiver. The entire package amounted to $771.89.On March 17, 2016 the customer called Orbitz in regards to canceling his package. After reviewing the cancellation and change policy for each item in the customers package and the terms and conditions of the customers insurance, the agent was able to fully refund the hotel and shuttle portion of package.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. Based on the [redacted] Airlines fare rules that the customer agreed to at the time of booking, the tickets were non-refundable with a change penalty fee of $200 per passenger would be charged if the tickets were to be reissued. In addition, the customer would be responsible for any difference in fare. Per the documentation the customer was advised that he would receive an airline credit with [redacted] Airlines. Please review the terms and conditions that were agreed to by Mr. [redacted] to at the time of booking below:• If you cancel your trip, you will receive a refund for all amounts paid, except for the cost of non-refundable air tickets. In most cases, the full amount of money paid for air travel will be returned in the form of a credit for future travel, subject to restrictions and limitations imposed by airlines. Airfare credits are typically limited for use by the named ticketed passenger, for use on the same airline, for a period of up to one year from the original ticketing date.We sincerely regret that we are unable to offer a more satisfactory response or resolution to Mr. [redacted] concern. At Orbitz we try as much as possible to provide not only excellent customer service but we also try to exceed what is expected of us. However 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 customers. We are not trying to discharge ourselves from any responsibility; we only want to convey that we were able to provide Mr. [redacted] with the necessary information related to his flight purchase before our system asked Mr. [redacted] to complete the reservation online.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted] Tier 3 Customer Service

I have been booking tickets with orbitz.com for many yearslast month, I booked our Christmas vacation - flights and rental car - since I noticed cars were disappearing fast at the location we wanted to rent from, and prices going up, up, upI booked everything, paid and that was that, or so I thoughtLast night (Oct 2), I received an email from orbitz.com telling me my flights have been changed, and I received my new itineraryI then realized I needed to change my rental car pickup and drop off times, no problemI called [redacted] the following day, gave them my reservation number only to be told they, [redacted] could not make changes to the times because I booked the car through a third party vendorOK, it's a pain, but I'll call orbitz,com I think, so I didThe first gentleman I spoke to told me first I needed to call [redacted] to make this change, so I explained that I had just called [redacted] and they told me t contact orbitzThen he told me he could not change the times because I paid my money alreadyWhat!!?? I asked for a supervisorThen he told me I could just cancel my existing reservation and book a new carWell, I had to tell him the reason why I booked so earlya nd that I didn't think I would get the same rate for my car, especially since it would not be booked together with anything else, would orbitz make up the difference? He didn't know if this could be done and I told him I would do nothing of the kind, I wanted to keep my reservation at the rate that I had paid, not a penny moreWhy do I need to be penalized for changes I did not make? why is it so difficult to change the pickup/drop off time for a rental car???? I asked for a supervisor again and finally got one on the phoneGive the supervisor her due, she was a bit more sympathetic to my situation, and agreed to make up the difference on my rental car that would need to be booked outright on ts own The difference of $I am so glad I did not listen to the gentleman the first time around, or I would have been out of pocket another $and for what???? Orbitz.com customers should be aware, the deals may be great and cheap, but God forbid you want to tweak a few things or God forbid you NEED to teak a few things due to someone else making a change to your itinerary and it will cost you more money, time, heartache, frustration, etcVery disappointed, I will not be recommending orbitz.com in the future, there are other websites without having to go through this horrible experience again (I hope)

Be aware that Orbitz web site puts a random date in when you book the night at a hotel If you proceed with all the other billing info and don't notice it you will be billed- no matter what U Can't correct it when you finish booking Orbitz will not find or cancel a mistaken booking Comfort in could not get it cancelled It took five days and help from comfort inn manager Tammy to get orbitz credit promise

Orbitz is a useless serviceI booked a multi-leg flight/hotel itinerary for my wife and son only to learn many of the details Orbitz recorded (seats, baggage, etc) are discarded by the actual airlinesWhen I attempted to chemy family, all the details I had selected/save with Orbitz were goneThe airline told me that they do not take the details such as seat selection from any third party so why bother?

April 27, 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 hotel reservationWe understand from the customers complaint they are unhappy about a submitted best price guarantee claimOn April 27, 2016, we contacted Mr [redacted] to acknowledge receipt of the Revdex.com complaint but were but were unable to reach the consumer.Our records indicate on April 7, the customer self-booked a hotel reservation for two travelers using Orbitz.comThe customer purchased a one night hotel reservation at [redacted] Inn JFK Airport, checking in on August 22, 2016, and checking out on August 23, 2016.On April 7, the customer submitted a best price guarantee claim for his hotel reservationAs of April 15, this issue was resolved with the customer receiving an email stating “We've approved your request and initiated a refund in the amount of $to the original form of payment used during your purchase based on the total submission price of $200.79.” The customer will receive the addition of $Orbucks to his account 30-days after travel is completed.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted] Tier Customer Service

Initial Business Response / [redacted] (1000, 5, 2014/03/31) */ Dear Mr [redacted] Thank you for contacting Orbitz regarding the booking you made for the [redacted] Dead Sea Resort and Spa that you have received notification of that this booking is being canceled due to a technical problem with the rateOn behalf of Orbitz, I sincerely apologize for this disappointing experience This was a technical error on the hotel's end, and they have advised they will not honor this rate that was posted on our websiteThe reservation has been canceled as the hotel will not honor or confirm this bookingYou will receive a full refund, and you can rebook your reservation at the correct rate offered by the hotel If you should have any further concerns regarding this issue, we recommend that you contact the resort directly at [redacted] We apologize for any inconvenience this may have caused youOrbitz values your patronage, and we hope to have a future opportunity to serve you with your travel planning needs Sincerely, [redacted] Orbitz Customer Relations Chicago, IL Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/04/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I think that a reservation that has been made online and paid for, the company should honor the product to their customer, in this case let Orbitz honor the so called price mistakeand reinstate our reservation What will hold ORBITZ back from cancelling any other reservation we have with them, and then force us to buy a new more expensive product? and then they will apologize what a fraud!!!!! Get my reservation reinstatedThanks Final Business Response / [redacted] (4000, 9, 2014/04/02) */ Dear Mr [redacted] Thank you for your continued dialogue on the matter of your canceled booking at the [redacted] Dead Sea ResortAlthough we understand your frustration, we are bound, as a travel agency, to follow its supplier's directionsAs a result of the technical error with the [redacted] Dead Sea Resort, we have been advised that the bookings will not be honoredDue to this information, the reservation has been canceled with a full refund processed We recommend that you contact the resort directly at + [redacted] with any continued concerns due to this issueWe apologize again for any inconvenience this may cause Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

July 28, Revdex.com Chicago & NIllinois 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 youOur records reflect that on July 6, 2017, Ms [redacted] booked a set of combined one-way flights flights from Los Angeles, California to Nashville, Tennessee§ Combined one-way fares offer customers the option to book multiple one-way fares in a single itinerary, which allows for more flight options and greater value§ There are separate airline rules and restrictions, including fees, for the departure and return directions of combined one-way faresWe understand from Ms [redacted] that she canceled the flights on online the same day that she booked them after finding a lower rateShe stated that after some time had passed, she noticed that she had not received a refund for the return portion of her itineraryMs [redacted] contacted our office for assistance on July 19, 2017, to report that an error occurred on our site which resulted in a refund for the outbound flights, not the return flightsAccording to our documentation, we reviewed the path that Ms [redacted] took while cancelling her outbound flights and discovered that no error had occurredAlthough she canceled the outbound portion of her flights, the return portion was not canceled remained activeWe advised Ms [redacted] that we were unable to offer a refund under the circumstancesAgain, 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 usSincerely, [redacted] Corporate Correspondence Team

December 2, Revdex.com Complaint Department - Orbitz Re: Orbitz Case # [redacted] Dear Revdex.com, Thank you for taking the time to contact Orbitz regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Orbitz is responding to the consumer complaint from Cindy [redacted] (Revdex.com complaint # [redacted] regarding the refund request Our records show on November 6, 2016, Ms [redacted] self-booked an Orbitz.com hotel reservation via booking number [redacted] in the amount of $of that amount $were Orbucks and the rest was paid with a credit cardWe understand from Ms***’s complaint, upon cheat the hotel she was advised no reservation was found and after contacting customer support several times no proper resolution was givenThe customer is requesting a full refund of the amount paid for the reservation and further compensation due to poor service given by the hotel and Orbitz customer support Upon researching the customer’s complaint, we can confirm on November 21, 2016, a full refund of $was process back to each original form of payment, $I Orbucks went back into her account and $went back to the credit card usedWe can also confirm when Ms [redacted] brought this matter to our attention on November 23, 2016, a $coupon was placed on her account Orbitz’s goal is to provide an exceptional customer experienceWe do regret any inconvenience she encountered in resolving this matterAs the issue has been resolved to Ms***’s desired outcome with a refund and further compensation given, Orbitz considers this matter closed 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] Orbitz Corporate Customer Service

Complaint: [redacted] I am rejecting this response because: Not acceptable to pay $in fees to issue plane tickets again I rather keep my complaint open so others can be warned Sincerely, [redacted]

I reserved a hotel room that was advertised as a "special deal" and flagged with "free cancellation"When we ended up having to cancel, Orbitz said it was not free and we'd need to pay the full amount It was extremely hard to even get ahold of customer serviceNumber is buried in the websiteSpent mins on hold, never got through, finally used their chat serviceThe customer service agent gave no response or comment to the fact that it was advertised as free cancellation, which is why I booked in the first placeThey also would not elevate me to a manager despite multiple requests for thisHotel manager said there was nothing they could do, since the booking and problem was through OrbitzThey noted that multiple people had had the same issue, and even suggested the "free cancellation" advertising might have been some kind of scam from Orbitz Orbitz lost an 8-year customer over $and advertisingWILL NOT USE AGAIN

March 10, 2016Revdex.comComplaint Department – Orbitz.com Re: Orbitz Case #: S- [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 Jen Berrios (Revdex.com case number [redacted] ) regarding flight reservationsWe understand the customer is requesting that Orbitz honor her Best Price Guarantee submission.Our records indicate on February 21, 2016, the customer booked flight and hotel vacation package – itinerary [redacted] – using the self-service tool on the Orbitz websiteTravel is on [redacted] Airlines, departing July 2, 2016, from Miami, Florida to Punta Cana, Dominican Republic, returning July 9, 2016, for two passengersHotel accommodations are at the [redacted] – All Inclusive, checking in July 2, 2016, for seven nightsRound trip ground transportation for two passengers was booked in conjunction with this vacation package.Upon further research, we were able to confirm on February 23, 2016, that the customer submitted a Best Price Guarantee claim, which had initially been deniedUpon further review, Orbitz has decided to honor the customer’s request for the Best Price Guarantee, and on March 10, 2016, Orbitz processed a refund for the price difference in the amount of $back to the customer’s original form of paymentThe time it takes to receive a refund depends on how quickly the customer’s credit company takes to process refundsOn March 10, 2016, Orbitz provided MsBerrios online Orbitz account with a $Orbucks 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 package The coupon will appear in the booking path for your next qualified reservation, and it is valid from one year from the date of issue.We hope that with the information provided, we have addressed all of the customer’s concerns and look forward to assisting them further with their future travel needs.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted] Tier Customer Service

December 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 flight reservationWe understand from Mr [redacted] complaint he is requesting a refund of his canceled flights booking fee Our records indicate that on December 9, the customer self-booked one multi-destination flight reservationsThe customers flights were operated by [redacted] and were scheduled to depart from Duesseldorf to Sydney on May 1, and returning from Sydney to Florence on July 4, 2016.From time to time and for a variety of reasons, airlines issue schedule changesWe understand that these changes can be inconvenient, time consuming and not customer friendlyHowever, Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers [redacted] 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 occurOrbitz cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies.We are able to confirm that on December 15, Mr [redacted] contacted Orbitz customer service in regards a schedule change initiated by [redacted] As [redacted] was unable provide alternate flights they canceled the customers reservation and processed a full refundOrbitz are one of the few online travel agencies that offers multi-airline itineraries because they are complex to manageTherefore, we charge the booking fee so we can continue to offer customers flexibility of multi-airline flightsUnfortunately these fees are stated as being non-refundable during the booking process.Orbitz understands that due to the schedule change initiated by [redacted] Mr [redacted] flights were involuntarily canceledDue to this Orbitz has agreed to refund the separate $booking fee that was charged at the time of making the reservationThe amount of time it takes the customer to receive the funds depends on the customers banking institution.We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted] Tier Customer Service

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, [redacted] ***

May 3, 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 hotel reservationWe understand from Ms [redacted] ’s complaint she is requesting a refund of the unutilized hotel reservationOn May 2, 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 April 15, the customer self-booked a hotel reservation for two travelers using Orbitz.comThe customer purchased a one night hotel reservation at The [redacted] Place, Boston, checking in on April 19, 2016, and checking out on April 20, 2016.Our records reflect that this complaint was resolved on April 26, with a full refund of $being 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 Ms [redacted] ’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 us.Sincerely, [redacted] Tier Customer Service

Dear Ms [redacted] , Roman","serif The Revdex.com has shared your recent correspondence pertaining to the problems you encountered on your arrival at the [redacted] Ogden On behalf of Orbitz, I apologize for this disappointing experience, and I appreciate the opportunity to review your account and respond to your concerns Our records indicate on February 16, 2016, accommodations were reserved at the Comforts [redacted] Ogden from February 26, 2016, to February 28, via our website Upon receipt of your correspondence, we have verified on February 26, 2016, you contacted Orbitz upon arrival at the hotel, as you were advised the hotel was unable to fulfill your reservation We apologize for any inconvenience has causedAt this time, we are requesting that you provide a copy of your credit card statement or receipt reflecting the additional charges incurred by the hotelYou may submit the information through the complaint submission on the Revdex.com websiteThis information will enable us to appropriately address the situation and upon receipt We thank you for allowing us the opportunity to address the issues, brought to our attentionWe look forward to hearing from you Sincerely, [redacted] Orbitz Customer Relations Tell us why here

Initial Business Response / [redacted] (1000, 5, 2015/04/17) */ Dear Mr [redacted] The Revdex.com has shared with us your correspondence regarding your recent experience with OrbitzI understand you would like to cancel your reservation to Budapest on June 1, I appreciate the opportunity to review your account, and respond to you On your behalf, I have contacted [redacted] and they have authorized a full refund for the reservation; therefore, you will receive a refund in the amount of $back to your Visa Card ending in [redacted] within days Mr [redacted] if you have any further questions or concerns, please let me knowWe appreciate your business, and look forward to serving you in the future with your travel needs Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

Dear [redacted] , The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you further Roman,serif;">It is my understanding that you arrived at the airport, and [redacted] could not find your reservations, so you were denied boardingI appreciate the opportunity to review and respond to your concernsOn behalf of Orbitz, I apologize for the disappointing experience and the inconvenience this caused youPlease know a response was sent to you on January 22, 2016, and I am sorry to hear that you did not receive itI am resending it to youAfter reviewing the reservations, I do show all flights were confirmed, and all tickets were properly issued on December 29, The original tickets ( [redacted] , [redacted] , [redacted] , and [redacted] ) were issued via Orbitz.comTherefore, [redacted] Airlines collected the full payment, in the amount of $ USDHowever, [redacted] Airlines also processed an exchange on the ticketThis means any further change or refund request have to be addressed with the carrier directlyAs Orbitz did not process the exchange transaction; we retain no access to the new ticket/exchanged ticket infoAll control/authority and access becomes exclusive to the airline [redacted] Please contact [redacted] through one of the following methods: Log onto the airline's website at www[redacted] .com and navigate to “contact us” and forward your concerns via e-mailPhone your concerns to: 1- [redacted] Airlines do require the customers to contact them directly regarding their service issues, especially if compensation is being requestedPlease understand that as a travel agency, flight cancellations are out of the control of Orbitz, and only the airline can verify the reasoning for the cancellation [redacted] , we value you as a customer, and 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 needsHere are the instructions for the future travel voucher: When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [email protected] reference case number [redacted] and my letter offering the $future travel voucher in your requestOrbitz will then issue a credit to the card used for the new bookingThis offer is valid until January 22, [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, [redacted] Orbitz Customer Relations Chicago, IL

October 4, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case # [redacted] Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from Sergei Burtsev (Revdex.com case number [redacted] regarding a package reservationsWe understand from the customers complaint they are unhappy about the Best Price Guarantee claim being denied.Our records indicate that on September 20, the customer purchased a seven night hotel reservation at [redacted] Imperial Maya All Inclusive, checking in on November 26, 2016, and checking out on December 3, The customers flights were operated by [redacted] departing from Boston, MA to Cancun on November 26, and returning on December 3, 2016.Orbitz offers our Best Price Guarantee policy as a benefit to our customersThe benefit is that we will match the price if a lower price is found onlineThere are many terms and conditions with the Best Price Guarantee policySome of the terms are as follows:• For flight and hotel bookings the lower price must be found and submitted within hours of purchase• The Best Price Guarantee claim must be submitted online• The Best Price Guarantee is available only for exact itinerary matches.• For example, the specific airline and cabin class (First, Business, Premium Economy or Coach/Economy), hotel (including room type) including the exact same dates and times of travel or service as booked through Orbitz.com.The full terms and conditions of the Best Price Guarantee can be found at the link below.https://www.orbitz.com/p/info-other/guarantees On September 22, the customer submitted a best price guarantee claim for their package reservationOn September 26, the customers claim was denied due to the customers hotel portion of the screenshot showing a different room type then what was purchasedAfter further review of the customers claim we have decided to honor the customers claim as a one-time courtesyAs the customer has not utilized his booking we request the customer to call customer service post-stay so we may issue his refund of $and $worth of OrbucksWhen contacting our customer service we suggest the customer provide our agent with the case number at the top of the letter to expedite the request.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted] Tier Customer Service

Dear [redacted] , Thank you again for your follresponse, and we regret to hear of your continued concerns We certainly understand your concerns; however, when you buy an ***line reservation, you agree to the ***lines Contract of Carriage ***lines have the right to change a schedule at any time with little or no notice When a change occurs, we can only accommodate a customer with what the ***line will allow We did contact the ***line on your behalf, but they would not authorize a refund to be processed, and offered accommodation [redacted] , we apologize again for your disappointment, but ***line imposed schedule changes are out of the control of Orbitz We do not hold the funds for the tickets reserved, and we are required to follow their rules and restrictions I wish that my response could be more favorable Sincerely, [redacted] Orbitz Customer Relations Tell us why here