Orbitz

Initial Business Response / [redacted] (1000, 5, 2015/03/23) */ Dear Mr[redacted] The Revdex.com has shared your recent correspondence pertaining to the change fees associated with an airline ticketI appreciate the opportunity to review your account and respond to your concernsMy understanding is that you booked a ticket for Turkish Airlines with Orbitz on January 21, for travel on April At a later date, you wanted to have your two sons travel along with you You contacted us by phone, and the agent advised you that the best option would be to cancel the original booking and make a new reservation with all threeThey also advised that you could use your credit from the original ticket and apply it to the new ticketAfter you agreed to do this and pay the change fees, they agent came back on the line to advise that they could not apply the original credit to a new booking for all three passengersWhen you stated that you only agreed to cancel because that is what the agent advised you to do, they admitted giving you the wrong informationThey did, however state that they would not be able to waive the change/rebooking fees for your ticket On behalf of Orbitz, I apologize for this inconvenience and the misinformation your received over the phoneI have refunded the $Orbitz service feeI will process a refund for the $change feeThe refund will go back to the original form of payment, the Visa card ending in [redacted] Please allow approximately 7-business days for the refund to appear on your account Mr[redacted] thank you for reaching out to us in this matterWe hope to have the opportunity to serve your travel needs in the future Sincerely, [redacted] Orbitz Customer Relations

Dear ***, Thank you for your response On behalf of Orbitz, I apologize for your continued disappointment Please know as a onetime courtesy we have increased the amount of your [redacted] from $to $737.25, which is the amount of your ticket to BarranquillaHere are the instructions for the future travel [redacted] : When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [redacted] @customercare.orbitz.com Please reference case number [redacted] and my letter offering the $ [redacted] in your request Orbitz will then issue a credit to the card used for the new booking This offer is valid until April 5, ***, again we appreciate your business and hope you will continue to use Orbitz in the future for your travel needs Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

Dear Mr [redacted] , 0in 0in 10pt;">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 concerns With 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 furtherWe 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, 2015/03/31) */ Dear Mr[redacted] The Revdex.com has shared your recent correspondence pertaining to a possible refund for a hotel reservationI appreciate the opportunity to review your account and respond to your concerns From your complaint, you reserved a hotel, [redacted] on January 24, for an arrival on February 8, Upon arrival at the property, the hotel would not honor the reservation; you have attempted to dispute the charge, which Orbitz has advised the charge was validYou believe that Orbitz should refund the hotel, based on the denied reservationFurthermore; your perception of Orbitz has become discontented due to the service you have received Mr[redacted] I do understand your concern as you did book the hotel based on the property explanation and costs that you viewed on the website, only to be convinced that you were led by descriptions Orbitz offers two types of hotel rate options on our website, retail rates and prepaid ratesThe retail rates may be higher, but have fewer restrictions and far more lenient cancellation policiesThe prepaid rates may offer substantial savings for those who are able to abide by the more restrictive conditions which accompany these lower ratesThese rates must be prepaid, have stricter cancellation policies, and are based on specific dates of stay Upon review of the account, the hotel has not charged Orbitz for the stay; therefore, I am able to refund the reservation The booking included credit card payment along with OrbucksThe total amount of the charge was $The amount of $was charged to the credit card ending in ***There was a $in Orbucks used as a partial payment Orbitz will refund the amount of $to the card above; please allow 3-days for the credit to appear on your statementThis will appear as an Orbitz credit, not the hotel I will credit the Orbucks account the amount of $This will appear immediately Therefore; the total amount of $has been credited We take our customers' comments very seriously, and I thank you for your honest feedback Mr[redacted] we thank you for bringing this matter to our attentionYour business is truly valued, and we hope you will provide us with a future opportunity to serve you with your travel planning needs Sincerely, [redacted] Orbitz Customer Relations

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 customers calling his business.After discussing the complaint with Mr [redacted] we have agreed to internally research this matterWe would like to apologize for the inconvenience he have experienced and hope to resolve this matter quickly internally.If you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] Tier Customer Service

Dear Mr [redacted] , The Revdex.com has shared with us your correspondence regarding your recent experience with OrbitzIt is my understanding you booked two seats for yourself on the reservation to Manila; however, when you arrived at the airport you were only provided one and you are requesting a refund for the unused seatI appreciate the opportunity to review your account and respond to you On behalf of Orbitz, I apologize for any frustration this has caused you Please know when someone is in need of two seats for a single traveler these types of reservations must be booked directly with the airlineIf a reservation is booked with two separate seats on the Orbitz website, for the same traveler, the airline regards this as two separate reservations for two different peopleThis is why when you arrived at the airport in New York they only provided you with one seat Mr [redacted] , per the fare rules placed on the second ticket, the one that was unused, the reservation is refundable minus a $penaltyTherefore, Orbitz has processed a refund for the ticket minus the penalty and you will receive a refund in the amount of $back to the original form of payment within days We wish our response could be more favorableWe appreciate your business and hope you will continue to use Orbitz in the future for your travel needsSincerely, [redacted] Orbitz Customer Relations Chicago, IL

April 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 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 car reservationWe understand from Ms [redacted] complaint she requesting a refund of the insurance purchased for a recently used car reservationOn April 10, 2016, we contacted Ms [redacted] to acknowledge receipt of the Revdex.com complaint but were but were unable to reach the consumer.Our records indicate on March 15, 2016, the customer self-booked a car reservation with Orbitz under the name of [redacted] ***The customer reserved a [redacted] or similar with [redacted] Car RentalThe car was due to be picked up on March 15, 2016, in Phoenix, AZ and returned to the same location on March 20, The customer also purchased “Car collision damage protection”.Per the car reservations terms and conditions that were presented to the customer at the time of booking, “Please note that at time of rental you will need to present a current driver’s license and a valid credit or charge card in the renters name”Due to this information being available to the customer prior to booking we are unable to refund the $charge that was sustained for the pre-purchased insurance.We sincerely regret that we are unable to offer a more satisfactory response or resolution to the customers 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 Ms [redacted] with the necessary information related to her car and insurance purchase before our system asked Ms [redacted] 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

July 28, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted] Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding a hotel reservationWe understand from Mr [redacted] complaint he is upset about not being able to utilize his hotel reservation due to a minimum stay requirement.Our records indicate on July 11, the customer self-booked a hotel reservation for two travelers using Orbitz.comThe customer purchased a one night hotel reservation at Major League Motor Inn, checking in on July 23, 2016, and checking out on July 24, 2016.Our records reflect that on July 18, the customer utilized his self-service tools on Orbitz.com and canceled his hotel reservationAs an effort to advocate on Mr [redacted] behalf we called the hotel and were advised that the hotel has initiated a three day minimum stay requirement when there is a special event in the area.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlinesOrbitz.com, our affiliates as well as all other online travel sites work off of a live system receiving all of our information directly from our vendorsWe would like to apologize for the inconvenience Mr [redacted] may have experienced, and for any lack of service he received while trying to resolve this issueDespite his recent experience, we do value his businessOrbitz provided the customer with a $Orbitz Travel Coupons for use on a future tripThis 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 this letter.We are able to confirm that after booking the reservation a confirmation email was sent to the customers email address on file on March 6, at 11: pmAs of May 6, the confirmation email was opened at 10:pm.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 Ms [redacted] with the necessary information related to her hotel 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

December 16, 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 hotel reservationWe understand from the customers complaint he is requesting his original hotel reservation to be restored.Our records indicate that on November 27, the customer self-booked a hotel reservation for one travelers using Orbitz website under itinerary [redacted] The customer purchased a two night hotel reservation at Breathless [redacted] Resort & Spa Adults Only All Inclusive, checking in on January 9, 2018, and checking out on January 11, 2018.November 27, the customer self-booked a hotel reservation for one travelers using Orbitz website under itinerary [redacted] The customer purchased a two night hotel reservation at Breathless [redacted] Resort & Spa Adults Only All Inclusive, checking in on January 11, 2018, and checking out on January 14, 2018.November 27, the customer self-booked a hotel reservation for one travelers using Orbitz website under itinerary [redacted] The customer purchased a two night hotel reservation at Breathless [redacted] Resort & Spa Adults Only All Inclusive, checking in on January 11, 2018, and checking out on January 15, 2018.When reaching out to our transaction processing department we were advised that Mr [redacted] was abusing our point systemDue to this we are unable to reinstate any of his reservations.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted] Corporate Customer Service

Dear [redacted] , The Revdex.com has shared with us your correspondence regarding your recent experience with OrbitzIt is my understanding you are requesting a refund for the insurance purchased for your flight to MilanI appreciate the opportunity to review your account, and respond to youOn your behalf I have contacted [redacted] Assistance to request a refund for the policy you had purchased; however, they have advised that a refund cannot be given for this policyUnfortunately, as the insurance company has denied a refund, Orbitz would not be in a position to process a refundNevertheless, we do value you as a customer, and as a gesture of sincerity for your disappointing experience, we have added the amount of $in Orbucks to your accountThey are valid until January 17, and are available to be used towards your next qualifying prepaid hotel booking [redacted] , 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

Initial Business Response / [redacted] (1000, 5, 2015/09/03) */ Dear [redacted] The Revdex.com has shared your recent correspondence pertaining to the rate charged for the child's fare under Orbitz locator PBORBXXXXXXXXXXI appreciate the opportunity to review your account and respond to your concerns It is my understanding you have experienced an unfortunate circumstance regarding you trip on August 21, where the airlines could not find your booking and you needed to purchase new ticketsOn behalf of Orbitz, I sincerely apologize for this disappointing experience and appreciate the opportunity to review and respond to your concerns While we certainly regret your disappointing experience, however I found that [redacted] airlines had rebooked your ticket due to schedule change on the day of departureBecause [redacted] issued a new ticket, Orbitz no longer has control of the booking to inform of any schedule changes and My Trips will not update accordinglyIn your situation, it would be necessary to contact [redacted] Airlines directly for any compensationPlease understand that airlines do not allow agencies to request compensation on a customer's behalf due to their serviceYou can contact [redacted] directly at http://www.delta.com/contactus/pages/comment_complaint/index.jsp [redacted] we appreciate your business and, we hope you will provide us with a future opportunity to serve your with your travel planning needs Sincerely, [redacted] Orbitz Customer Relations Chicago, IL Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear Orbitz Thank you for your reply The fact is that I have already contacted customer service of these companies: Orbitz, China [redacted] Orbitz told me to talk to [redacted] [redacted] told me to get to [redacted] because money was given to [redacted] [redacted] told me that there was just seat reserved, no ticket had been booked I think I give my money to your companyIt should be your responsibility to notify meEven if there is a flight change, your company should figure out how it could happen and give me an alternate choice or help me book another ticketHowever, your company never did that Regarding the fault of the Airlines, your company should discuss with them instead of meBecause I give the money directly to you but I had a very terrible experience, that make me very unhappy So I will absolutely ask refund from your company instead of other companyAs to refund from other company, that should be your case I will insist on this because until now your company still send advertisement to me instead of giving me any apology emails [redacted] Final Business Response / [redacted] (4000, 9, 2015/09/04) */ Dear [redacted] Thank you for your follresponse, and I appreciate the opportunity to address your continued concernsPlease understand that Orbitz was not involved in the flight disruption with [redacted] Airlines, which lead to reissue of a new ticketWhile we certainly regret your disappointing experience, airlines do not allow travel agencies to request compensation on a customer's behalf when the airlines take over a booking as in your caseIn your situation, it would be necessary to contact [redacted] Airlines We understand this is not the reply you were hoping for, but we do hope that you understand that we are required to abide to the airlines' rules and regulations Thank you again for the opportunity to address your concernsWe do appreciate your business, and hope we have a future opportunity to serve you again Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

January 28, 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 package reservationWe understand from Ms [redacted] complaint she is requesting credit on her current reservation due to the inconvenience experienced when booking the reservation.Our records indicate on January 12, the customer self- booked a package reservation for one travelerThe customer purchased a three night hotel reservation at the Treasure Island Hotel and Casino checking in on March 1, 2017, and checking out on March 4, The customers flights are operated by [redacted] Airlines, departing from Tampa, FL to Las Vegas, NV on March 1, and returning on March 4, 2017.Per Ms [redacted] complaint she tried to book a package multiple times with different travel agenciesWhen a customer makes a purchase, Orbitz applies a credit authorization toward the credit card to determine if the card is validThis is a temporary hold and if a booking is not successful, the full authorization may remain on the customer’s credit card; however, each bank or credit card company policy is differentAlthough the credit card authorization is attempted on our website, they are not charges from OrbitzWe regret that the customer was inconvenienced by recent charges when attempting to book their flightsTypically, our system authorizes a small amount to ensure that the credit card is validOnce we receive that authorization, we forward the information to the airline so that they may charge the customer directly for the flights.We apologize for any inconvenience this lapse in time may have caused Ms [redacted] We would also like to apologize for the customer service issues experienced in trying to obtain confirmation of her reservation and its associated chargesWe would like Ms [redacted] to know that every reservation is important to us and our main goal is to provide a smooth and pleasant experience to our membersAt this time we are unable to offer any compensation due to the issue experienced.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 Mr [redacted] , Thank you for your follresponse, and I appreciate the opportunity to address your concerns Please know that at Orbitz, we are undergoing a transition in our systems This is causing a delay in future travel vouchers being redeemed; however, they are still valid on a qualifying booking Upon reviewing your case number 4972041, I do see the future travel voucher in the amount of $25.00, but it is showing as paid Mr [redacted] , if you feel that you have not received payment, please forward a copy of your new itinerary along with the case number mentioned above to [redacted] @customercare.orbitz.com to request this be reviewed This is the Department that would need to review your request and address your concerns regarding the redemption We apologize for any inconvenience this transition has caused We do appreciate your business, and hope that we have a future opportunity to serve you Sincerely, [redacted] Orbitz Customer Relations

Dear Sharon, The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you furtherIt is my understanding that you are upset with the service you received when you called our service department to cancel your reservation due to the death of your family memberI appreciate the opportunity to review your account and respond to your concernsOn behalf of Orbitz, we are very sorry to hear about the loss of your loved oneOrbitz strives to provide the best possible customer service, and I regret that in this case, we fell short of our goalAfter reviewing your account, I do show the canceled reservation under record locator PBORBPer the terms and conditions placed on this ticket by Air France; you still have a credit to use for future travelThe reservation has to be used by the same traveler and on the same airlineYou must rebook prior to June 30, You will also be responsible for the airline penalty fee of $plus fare differenceAs a one-time courtesy, we will waive our $processing fee, and this information will be noted in your accountUnfortunately, we are unable t offer a refund, because the ticket is non-refundableSharon, thank you for allowing me to review this with youWe appreciate your business, and we hope to have an opportunity to serve you in the futureSincerely, Jeanna [redacted] Orbitz Customer Relations Chicago, IL

Dear Mr [redacted] The Revdex.com has shared with us your correspondence regarding your recent experience with OrbitzIt is my understanding your flight from Guangzhou to Manila was overbooked and you were moved to a flight for the next dayHowever, you were told by China Southern Airlines that flight was also overbooked and you decided to make new travel plans to get to Manila I appreciate the opportunity to review your account and respond to your concernsOn behalf of Orbitz, I would like to apologize for your disappointing experiencePlease know I have reached out to China Southern Airways regarding a refund for the reservation and they have advised you should have received a letter at the airport from the ticket counter stating that your flight had been overbookedThey are requesting that you provide them with that documentation before they will review your refund requestPlease let me know if you received that document, and if so, please scan and attach that to your response to the Revdex.com so they can forward that to OrbitzI look forward to your responseSincerely, Shalon ***Orbitz Customer RelationsChicago, IL

Dear Ms [redacted] , The Revdex.com has shared your recent correspondence pertaining to your hotel no show fee charges I appreciate the opportunity to review your account and respond to your concerns I have reviewed your reservation history to better understand the nature of your concerns You had a reservation to depart from Cancun on January and received an alert from Orbitz that your flight was now leaving an hour earlier As the flight was departing at 135P, your alert stated the flight was now leaving at 1220p I contacted [redacted] Airlines on your behalf and they advised that there was a slight schedule change that your flight was now leaving at 120P, there was no notification that the flight was leaving at 1220p Also, please know these alerts come from the airlines directly At this time I cannot explain how this unfortunate situation occurred I apologize for any confusion this may have causedHowever as a traveler it is the responsibility of the traveler to check their flight online for any last minute changesThe recommended arrival time at the airport prior to departure of international flights is hours Because your flight was departing at 135p, you should have already been at the airport checkiwhen you received your alert Please understand that flights can change, but you are still required to arrive at the airport as originally scheduledAs a gesture of our sincerity, Orbitz would like to offer you a $USD future travel voucher on your next prepaid Orbitz.com airline, hotel or vacation package booking Our 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 [redacted] @Orbitz.com Please reference case number [redacted] and my letter offering the $voucher in your request Orbitz will then issue a credit to the card used for the new booking This offer is valid for one year from the date of this letter, until February 4, Ms [redacted] , we appreciate your business and we hope you will provide us with a future opportunity to serve your with your travel planning needsSincerely, [redacted] Orbitz Customer Relations Chicago, IL

January 7, Revdex.com Orbitz.com - Alaska, Oregon & Western Washington Complaint Department Re: Orbitz Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Orbitz, Incregarding 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, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Orbitz, Incis responding to the consumer complaint from Ms [redacted] (Revdex.com case number [redacted] ) regarding a refund request of a cancelled flight itinerary Our records reflect self-booked itinerary # [redacted] for two combined one-way fares departing from New York, NY on January 4, to Los Angeles, CA aboard [redacted] Airlines and returning January 7, aboard [redacted] Airlines These fares, each being one way were billed individually by the validating carriers, [redacted] and [redacted] *** Ms [redacted] contacted Orbitz on December 25, to cancel the flights and the cancellation was processed by our agents, within the hour free/refundable cancellation period the airlines allows for published airfare Orbitz serves only 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 Orbitz does not own, operate or otherwise run any travel services or companiesWhen booking on Orbitz.com customers agree to our Terms of Use, which states in part: The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the [redacted] Companies or the [redacted] AffiliatesThe [redacted] Companies and the [redacted] Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there fromThe [redacted] Companies and the [redacted] Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority As in this case, the airlines chosen are the Merchant of Record, which means they are the party that processed the charges on the customer’s credit card Any refund due must come from the airline and is provided on their timeline Orbitz has no ability to refund for airfare charged by the airline, nor can we alter their refund timeline In this instance, [redacted] did process an immediate refund, however, [redacted] Airlines did not and will do so on their refund schedule, which is most often within seven to ten business days, but can be up to two billing cycles Again, Orbitz has no control of their refund process Ms [redacted] has been requesting that Orbitz provide her with a refund, but as Orbitz was only the booking intermediary and did not collect any funds from her, we are not able to agree to her request She will need to allow time for [redacted] Airlines to provide her refund She can access their website and track her refund or speak directly to their accounting department, providing her ticket number for their information on the refund expectation Orbitz regrets that we cannot offer more assistance in obtaining the refund, but we must abide by the processes of the vendors who offer services on our site 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 Corporate Customer Service

June 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 Ms [redacted] complaint she is requesting a refund for her canceled flight reservation.Our records indicate on March 27, the customer self-booked a round trip flight reservation on Orbitz.comThe flight reservation was operated by [redacted] , with flights departing from Toronto to Nashville on June 17, 2017, and returning on June 24, The customer also purchased a “Flight Total Protection Plan.”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 [redacted] 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 chargedIn addition, the customer would be responsible for any difference in fareDue to the above we are unable to refund the customers ticket.Orbitz offers the “Flight Total 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, if you are prevented from taking your Covered Trip 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 TripThe 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 Trip is cancelled; and c) in the written opinion of the treating Physician, be so disabling as to prevent you from taking your Covered Trip.If the customer is seeking further compensation we suggest she await a response from the insurance company [redacted] Travel is our administrator for assistance and can be reached by calling [redacted] or email: [redacted] @aon.comTheir 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

Initial Business Response / [redacted] (1000, 5, 2014/04/09) */ Dear Ms [redacted] The Revdex.com has shared your recent correspondence pertaining to the Best Price Guarantee claimI appreciate the opportunity to review your account and respond to your concerns From your complaint, you booked a ticket on April 6, for travel on May 27, After the booking, you found lower fares for the same route, and you believe that the Best Price Guarantee policy should be, in effectThis, however, was not the caseFurthermore; your perception of Orbitz has become discontented due to the service you have received Ms [redacted] I do understand your concern; travel can be a hectic experience, and Orbitz does try to meet the expectations of our customers with reliable information along with retailers Over several years, Orbitz was pleased to provide thousands of customers with refunds under our Price Assurance program for both hotels and for airline ticketsWe very much appreciate that Price Assurance rewards have endeared to us many customers over this time The Member rewards program was created on March 7, The customers were selected at random for this programBenefits of the current program are; no blackout dates - customer can utilize earned Orbucks are available to use immediately; Orbucks earned through Orbitz Rewards do not expire; they can be combined with other discounts like Orbitz promo code, special offers, and Price Assurance Recently, Orbitz has combined the remaining programs; Price Assurance, Low Fare Promise and Low Price GuaranteeThe effective date was October 17, The re-branded program is known as Best Price Guarantee According to the terms and conditions of the policy, the price difference must include a screen shot and or reference to valid the price difference, and you must submit a claim by 11:59pm CT on the same day you booked your flight(s) on OrbitzThis is the stipulation required for flight bookings We do regret you consider this particular point of Price Assurance to be "fine print" but we do feel we make it very clear in our marketing and advertising of the stipulation regarding the timeframe Upon review of the timeframe, the ticket was booked at 12:am CT on April 6, so you had until 11:pm CT on April 6, to submit the claimAccording to the submission email, this was submitted on April 6, at 1:am CT; Orbitz was in error regarding the submission timeframe I have forwarded your complaint to the training department for coaching and trainingOur procedure was not followed, with no fault of yours, and your actions were justifiably correct I certainly do apologize, as we understand time is of great value Orbitz has credited the account with the Member Rewards points in the amount of $You will receive an additional $points upon completion of the trip per the terms and conditions of the policy If you have any additional concerns, please contact me, and I will investigate the matter further We take our customers' comments very seriously, and I thank you for your honest feedback Ms [redacted] we apologize for any misunderstanding this might have causedOrbitz hopes to have a future opportunity to serve you with your travel planning needs Sincerely, [redacted] Orbitz Customer Relations

I was trying to book a hotel in Bloomington, MN for nights starting August 22, The search turned up several hotels I've stayed at before and enjoyedthe first one showed a rate of $119, but when I tried to book it came back at $The second was a similar experience, but the price difference between Orbitz' website and actual booking was much greaterIt was a very disappointing experience to go through Orbitz they didn't have the best rates, and in fact didn't even know what the rate was! Get you deals somewhere else, they're not here