Orbitz

Complaint: [redacted] I am rejecting this response because their website states its hours prior to check and they are now saying that refers to only packages only and not flightsAfter I did the booking which was done online, I contacted their agent to confirm their price guarantee policy as I booked very early or I would have taken insuranceTheir agents need to know their policies if they are going to answer customersWith that said - I will leave this matter now and never book with Orbitz againThank you for your follow up Sincerely, [redacted]

Dear ***,The Revdex.com has shared your recent correspondence pertaining to the new flights reserved during your exchange processOn behalf of Orbitz, I apologize for any confusion, and appreciate the opportunity to review your account and respond to your concerns.At Orbitz, we understand the importance of properly confirming our customers’ choices throughout the booking process; whether the booking is confirmed via our online service or via an agent directlyTo ensure that our agents’ have properly heard each request, the agent will provide a full recap of the choices they have made prior to confirming the reservationPlease know that we have reviewed the call recording of your exchange processUpon reviewing the call, it does verify that our agent recapped the chosen flights on two occasions during the phone conversation, and the dates were agreed to I do see that a second exchange was processed with a total add collect of $was charged ***, The date of August 20th was only available at a higher rate The higher difference in fare would have been required to be paid, and this is not something Orbitz is able to refund Due to the confusion, we have refunded half of the $penalty fee charged Also, as a gesture of our sincerity, we have also processed a refund of the $Orbitz fee.***, we certainly apologize for any confusion that occurred, but we have verified that our agent properly recapped the flights chosen, and permission was granted to process the changePlease understand that Orbitz does not hold the funds for the penalty fee or the difference in fare, and we are unable to grant your refund request for a full refund of the exchange costThank you again for the opportunity to address your concernsSincerely, [redacted] Orbitz Customer Relations Tell us why here

Initial Business Response / [redacted] (1000, 5, 2014/05/07) */ Dear Ms. [redacted] The RevDex.com has shared your recent correspondence pertaining the airlines imposed change fee and difference in fare to change your airline reservation. I appreciate the opportunity to review your... account and respond to your concerns. At Orbitz, we do understand the importance of displaying all of our suppliers rules and restrictions. During the booking process, the airlines fare rules are given and must be agreed to prior to confirming your booking. Airlines charge anywhere from $75 to $400 in penalty fees, plus and difference in fare if a change is made to a non-refundable ticket. Ms. [redacted] I have reviewed your booking, and Frontier Airlines does charge a $125 penalty fee to process a change to your ticket, plus any difference in fare. We certainly apologize for your disappointment, but we do show that the airline fare rules were advised during your booking process and prior to processing your change. Please know that as a travel agency, Orbitz is required to charge all airline imposed penalty fees. Ms. [redacted] thank you for the opportunity to address your concerns. We do appreciate your business, and hope that we have a future opportunity to serve you. Sincerely, [redacted] Orbitz Customer Relations

January 18, 2017 RevDex.com Orbitz.com – Dallas and Northeast Texas Complaint Department Re: Orbitz Case # [redacted] Dear RevDex.com, Thank you for taking the time to contact Orbitz.com 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.com is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz.com is responding to the consumer complaint from [redacted] (BBB complaint # [redacted] ) regarding a package complaint. Upon researching Ms. [redacted] complaint, we were unable to find an itinerary number with the email the customer provided. Further research shows, contact information provided is linked to only one account on Orbitz but no itineraries or customer service contact details were found. Please contact Orbitz by phone and provide more information such as full itinerary number, other email address used to book the reservation, or any case # you may have been previously provided. 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 3 Customer Service

Dear Ms [redacted] , Thank you once again for your continued correspondence and persistence In my previous response I explained that your reservation was canceled after the courtesy cancellation time period had elapsed; therefore, Orbitz is unable to offer you a refund for the reservation We have given this matter every consideration and at the same time, provided you detailed responses regarding it We regret your on-going unhappiness with our service As we have evidently reached an impasse, there will be no further replies forthcoming from our office regarding this issue Your continued interest in Orbitz is appreciated Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

August 8, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted] Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservationWe understand from Ms [redacted] complaint she is requesting a refund of her canceled flight reservations and further compensation due to interest charges sustained by her bank.Our records indicate that on March 4, the customer self-booked two packages reservation for a total of five travelers under itinerary [redacted] and [redacted] Both packages included a seven night hotel reservation at Ocean Turquesa - All Inclusive, checking in on July 30, 2016, and checking out on August 6, The customers flights were operated by [redacted] Airways, departing from New York, NY to Cancun on July 30, and returning on August 6, The customer also purchased a Roundtrip for Hotels in Puerto Morelos – Shared Shuttle: Cancun Airport (CUN).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.As of July 1, [redacted] Airways sent a notification to Orbitz about the customers flight reservations advising that due to a schedule change they have canceled the customers ticketsDue to this Orbitz was required to request a refund waiver code from [redacted] AirwaysPer documentation multiple agents reached out to the airlines and was advised that it will take 7-days to have the waiver code generated so we are able to request a refund for the customers tickets.On July 15, [redacted] Airways provided Orbitz the refund waiver code allowing Orbitz to request a full refund of all five ticketsThe refund was processed to the customers original form of paymentThe time it takes the refund to post to the customer’s account depends on the time it takes the airlines and the customer’s credit card company to process refundsAt this time we are unable to provide additional compensation due to the customers inconveniences.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.Here is the information that Orbitz requested:Email used to make a reservation: ***@gwu.eduItinerary # [redacted] Thank you,Itinerary # Sincerely, [redacted]

July 5, "Arial","sans-serif";">Revdex.com Complaint Department – Orbitz 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 youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding flight reservationsWe understand the customer is requesting that Orbitz process a refund for her non-refundable flight reservations Our records indicate that on June 15, 2016, the customer booked flight and hotel vacation package reservations – itineraries [redacted] – using the self-service tool on the Orbitz websiteTravel was on [redacted] Airways, departing June 17, 2016, from London Heathrow, England to Dublin, Ireland, returning June 19, 2016, for one passengerHotel accommodations were at the [redacted] Hotel, checking June 17, 2016, for two nightsUpon further research, we were able to confirm on June 17, 2016, the customer contacted Orbitz to cancel the hotel portion of their vacation package reservationsAt that time the assisting representative advocated on the behalf of Ms [redacted] with the hotel who advised that cancellation would result in a one night penalty, as per the terms and conditions agreed to at the time of bookingAt that time, the hotel reservation was cancelled and a refund in the amount of $was refunded back to Ms [redacted] original form of paymentAdditionally, on June 17, 2016, Ms [redacted] advised that she missed her flight reservations, and the airline lost her luggage, therefore she requested to cancel her flight reservationMs [redacted] tickets were under the control of [redacted] Airways at that time, and Orbitz no longer had access to make changes due to thisAs such, Ms [redacted] was referred to contact [redacted] Airways directly for assistanceOn July 5, 2016, Orbitz advocated on the behalf of Ms [redacted] with [redacted] Airways, who advised that the since Ms [redacted] was marked as a no show for her flight reservations, they are only able to refund the unused taxes in the amount of $76.20, and the remainder of the ticket is non-refundableThe amount of time it take to receive a refund depends upon the length of time it takes both the airlines and Ms [redacted] credit card company to process refunds The airline initiates schedule changes and these are unrelated to the type of ticket purchased or the company from which you bought your ticketIn fact, travel agencies are rarely informed as to why the changes are madeTypically, however, airlines will change their schedules because of routing changes, severe weather, staffing problems, or maintenance issuesOrbitz regrets any inconvenience that you have experienced as a result of this bookingBecause we were not notified of any subsequent changes, we were unable to notify you proactively and act as your advocate with the airlinesIt is our highest recommendation that you continue to pursue this matter directly with [redacted] AirwaysPlease note that 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 Each airline has its own specific set of policies and procedures, as does each ticket purchased or package reserved [redacted] Airways was the operating [redacted] r and merchant of record (the entity that received the customer’s funds and the companies that charged their credit card)Any change fees are set and collected by the airlineWe hope you understand that we must abide by the rules and restrictions set forth by travel providers with which we do business, such as [redacted] Airways SUPPLIER RULES AND RESTRICTIONS Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you selectPlease read these additional terms and conditions carefullyIn particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s websiteYou agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or servicesAirfare is only guaranteed once the purchase has been completed and the tickets have been issuedAirlines and other travel suppliers may change their prices without noticeWe reserve the right to cancel your booking if full payment is not received in a timely fashionYou understand that any violation of any such supplier's rules and restrictions may result in cancellation of your reservation(s), in your being denied access to the applicable travel product or services, in your forfeiting any monies paid for such reservation(s), and/or in our debiting your account for any costs we incur as a result of such violationGiven the above, we are unable to offer the customer any additional compensationWe 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 needsIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] Tier Customer Service

May 24, 2016RevDex.comComplaint Department – OrbitzDear 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 [redacted] (BBB case number [redacted] regarding their recent flight reservations. As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate reply. At this time, we respectfully request additional time from the BBB as further research is needed for this case. We will submit our final reply via the BBB's website.Again, 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,Tier 3 Customer Service

Complaint Department 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 As previously advised, on July 31, 2017, the customer self-booked the reservationDuring the booking and checkout path on our website, it was disclosed that Orbitz does not provide Passport/Visa requirements for international travelThe emailed confirmation that was sent did provide this information as well The customer has a flight credit with [redacted] Canada; which is valid for 1-year from the original date of issue of April 16, The customer would be responsible for the imposed ***line change fee of $per person; plus any fare difference Please note that if the tickets are not used within the timeframe, [redacted] Canada will consider the tickets as a lost value Based on the above Orbitz is unable to honor the refund request and or compensationOrbitz request that the Revdex.com advises the customer, we consider this issue as closed and will no longer address this issue any further We thank you for allowing us to address this matter further Sincerely, [redacted] Corporate Customer Service

Complaint: [redacted] I am rejecting this response because:Orbitz online reservation showed that the reservation is displayed as cancel and Orbitz did not want to correct it to show that it was completed Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I have attached the email from the hotel which states that the transaction was cancelled before they ever received the reservation Marriott states that Orbitz is the company that was paid for the transaction I spoke with Mr [redacted] and he stated that if the reservation had not been cancelled, Marriott would allow me to change the dates Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: Other members of my travel party that were booked on the same class fare were issued a full refund on both the [redacted] and [redacted] Airlines flightsI have requested a confirmation number for the cancellation three times by phone and was told by Orbitz it would be emailedTo date I still have not received the confirmation numberOrbitz has been extremely difficult to deal with and their response is unacceptable Sincerely, [redacted]

Orbitz just robbed me of $of a hotel I never checked into or stayed inNo refund, if you plan on donating your money for no return in service use this siteAbsolutely disgusted with these theivesNever use them to book for Aspen, CO

Complaint: [redacted] I am rejecting this response because: [redacted] from [redacted] (your partner) got in touch with me two days ago regarding the refundHowever, I have sent them repeated emails asking them about the status and I haven't heard from them ever since pertaining to my incident # [redacted] - [redacted] Since I have a medical emergency in the family I paid off the RMS collection agency for time being and had requested [redacted] to see if they can refund thatI am unsure what I did pay for since I didnt use any of your services in the first place.Even after repeated emails to her @orbitz.com email address I havent heard back since past two daysIt's quite painful to deal with either of you folks honestly even to get the refundWill update this once I hear back from [redacted] from Orbitz (who is [redacted] customer care representative) Sincerely, [redacted]

March 10, 2017Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted] Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding a flight reservationWe understand from the customers complaint he is unhappy about the price increase experienced while attempting to book a reservationWe strive to provide the highest level of customer service, and regret to hear of the price increase experienced during Mr [redacted] recent booking attemptThough we understand the public misconception, this was not a “bait and switch” as he referred to it and is a common occurrence for anybody searching for and booking a trip within the travel industry or through a travel agent as Mr [redacted] did.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 providersWe utilize a live inventory system for our flight reservationsThe inventory is updated regularly as purchases are made and prices changeThese updates are directly linked to the vendors availabilityWe regret if the customer felt the prices were not competitiveAirfare is only guaranteed once the purchase has been completed and the tickets have been issuedDue to this we are unable to alter any prices that have changed within the system due to the Airlines availability.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

Dear [redacted] , The Revdex.com has shared your recent correspondence pertaining to your schedule change for your Orbitz confirmation number [redacted] I appreciate the opportunity to review your account and respond to your concernsIt is my understanding, there was a schedule change on your flight on [redacted] Airways, and you were not notified by Orbitz, which caused you to cancel your flight, because there no other flight options for next four days I have checked your reservation history and do see an airline schedule change in your itinerary historyIt is recommended that all customers reconfirm their flights with the airlines hours prior to departure for any last minute changes they may have We certainly regret that your “My Trips” did not properly update, and that the email notification advising of the change in schedule was not received Although the schedule change is viewable in your itinerary history, your reservation did not fall into the proper queue for attention At this time, we are unsure how this unfortunate situation occurred Also I found that your airline tickets, hotel and car reservations have been refunded to your account on file Nevertheless, we apologize again for any inconvenience this has caused, and as a gesture of our sincerity, I have placed loyalty point into your account These are available for you to use immediately toward a prepaid qualifying hotel booking [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, [redacted] Orbitz Customer Relations Chicago, IL

Dear Mr [redacted] , The Revdex.com has shared your recent correspondence pertaining to your request to cancel you hotel booking; however, when you contacted our Service Center, they were unable to locate your reservation, but you were charged for the booking On behalf of Orbitz, we apologize for any confusion, and appreciate the opportunity to review your account and respond to your concernsWith the information provided in correspondence, we were unable to locate an account or itineraryAt this time, we are requesting that you please provide an itinerary number and/or the email address used to make the reservation The itinerary number can usually be found on the line of the charge card statement You 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, Orbitz will be able to assist further.We thank you for allowing us the opportunity to address the issues, brought to our attention Sincerely, [redacted] Orbitz Customer Relations Tell us why here

Initial Business Response / [redacted] (1000, 5, 2014/09/15) */ To Whom It May Concern, Thank you for your feedback to OrbitzThis is regarding a ticket purchase on the website I have reviewed your correspondence, and understand there was a situation with time and date errors I do apologize for any inconvenience that this may have caused, and I would like to review and respond to your query The email which you have provided, [redacted] @gmail.com.; is not registered to an account If you could provide me with the Orbitz Record Locator or the email address that was used to book the reservation, I will be able to research the matter further Please be assured that Orbitz has no intention to mislead our customers, and I regret that you have had this perception Thank you again for contacting Orbitz, and I look forward to hearing from you Sincerely, [redacted] Orbitz Customer Relations Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/09/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I mentioned the name of the passenger, The orbitz number is Orbitz record locator PBORBXXXXXXXXXX The name of the passenger [redacted] the travel date were mentioned in the original complaint and this seems to be another of Orbitz' stalling tacticsAll that's being requested thus far is for the departing flight to be fixed to the afternoon/evening one, as the purchaser clicked on to begin withI would enjoin Orbitz to deal with the issue at hand Final Consumer Response / [redacted] (4200, 11, 2014/09/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) They switched the flight from that which was clicked and are refusing to acknowledge or make good on thisI will be sending out press releases at this point, as it involves a stroke victim Final Business Response / [redacted] (4000, 13, 2014/10/03) */ Dear Mr[redacted] In your most-recent email, you wrote about your dissatisfaction with a decision we had madeWe regret your continued disappointmentSince you have contacted us again, you clearly feel strongly about these issues Orbitz is not able to record bookings within our own firewallsThe screenshots that were supplied to you can only be recorded when the transaction is completed outside our firewallOnline bookings such as these are logged immediatelyWhen the transaction is completed, an email is generated advising you of the confirmation along with trip detailsThis was sent on September 9, It is the responsibility of the Orbitz member or the person using the account on the member's behalf to confirm all travel specifications before completing the booking process Our records indicate the first contact regarding the concern was the submission to the Revdex.com on September 14, Orbitz, as with any travel agency, is required to apply the fares and fare rules, in effect, at the exact moment of your purchaseAny changes made after the courtesy cancellation period of hours after the initial booking, would be subject to fees along with fare difference to change the dates in question Regrettably, we are unable to make changes to your tickets without collecting the appropriate airline change fees and fare difference for your desired destination As this is not an Orbitz error, we are unable to provide recompense in this regard Mr[redacted] we have given this matter every consideration and at the same time, provided you detailed responses regarding itWe regret the enduring unhappiness with our serviceAs we have evidently reached an impasse, there will be no further replies forthcoming from our office regarding this issue Sincerely, [redacted] Orbitz Customer Relations

June 10, 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 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 that Orbitz honor his Best Price Guarantee submission for the amount of $65.15.Our records indicate that on April 28, 2016, the customer booked hotel reservations – itinerary [redacted] – using the self-service tool on the Orbitz websiteHotel accommodations were at The [redacted] Resort, Hotel and Casino, checking in May 27, 2016, for two nightsUpon further research, we were able to confirm on May 22, 2016, the customer submitted a Best Price Guarantee onlineOn May 25, 2016, Orbitz processed a refund in the amount of $for the Best Price Guarantee back to the customer’s original form of paymentThe amount of time it takes to receive a refund depends upon how quickly his credit card company processes refunds.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 usSincerely, [redacted] Tier Customer Service