Orbitz

Initial Business Response / [redacted] (1000, 5, 2014/03/31) */ Dear Ms[redacted] Thank you for contacting Orbitz regarding the recent booking you attempted to complete on our website that failedOn behalf of Orbitz, I sincerely apologize for this disappointing experience While we do accept debit cards, it is more difficult to get an approval for debit cards because we can only request the information from Visa or Master card, and not directly from the bankIf a reservation is not completed, credit cards will generally hold funds on your account for 3-days, while debit cards could hold funds for up to two weeksThis is the banks policy to hold the funds, not Orbitz Orbitz cannot confirm a reservation until the airlines provides Orbitz with a confirmation numberIn your case, the prices had changed and United Airlines had not yet updated our websiteNo prices listed on our website are guaranteed until booked and confirmed by the supplierOnce a price is sold out, Orbitz can no longer honor the price that you attempted to book Regrettably, Orbitz is not in a position to issue you a refund for the difference in price for the ticket you ended up bookingAs a gesture of goodwill, Orbitz has issued you a $future travel voucher to use on your next Orbitz.com airline, hotel, or vacation package bookingOur voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needs Here are the instructions for the future travel voucher: When you make your next 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 $voucher in your requestOrbitz will then issue a credit to the card used for the new bookingThis offer is valid for one year from the date of this letter, until March 31, Ms[redacted] Orbitz 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, 2014/04/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't accept this as a resolution because The voucher didn't work and The money may be back, but we still had to spent over $500+ out of pocket on top of what we spent because of Orbitz' little "mistake"I work very part-time and don't have the money to afford thisMy rent and other bills were completely messed up thanks to this mishap, and it was a fraudulent charge, as well as a misrepresentation of what they were actually charging me forI want some kind of compensation for this gross mistake on ORBITZ' end Final Business Response / [redacted] (4000, 9, 2014/04/09) */ Dear Ms[redacted] Thank you for your responseRegrettably, Orbitz is not in a position to offer further compensation regarding this matterWe have given this matter every consideration and at the same time, provided you detailed responses regarding itWe regret your on-going 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 Chicago, IL

June 8, 2016Revdex.comComplaint Department – OrbitzDear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservation.As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe will submit our final reply via the Revdex.com's website.We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] Tier Customer Service

Initial Business Response / [redacted] (1000, 5, 2014/06/03) */ Dear Mr [redacted] The Revdex.com has shared your recent correspondence pertaining to the refund of a hotelI appreciate the opportunity to review your account and respond to your concerns From your complaint, you reserved a hotel, Hotel [redacted] Amsterdam Airport, on April 12, for an arrival on the same dateUpon arriving at the property, you were advised the hotel would not accommodate the reservationDue to the denied stay, you have asked Orbitz to refund the reservationThis, however, has not been the caseSpeaking to customer service, believing the issue would be resolvedThe matter became worseFurthermore; your perception of Orbitz has become discontented due to the service you have received Mr [redacted] I do understand your concern in this regard; 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 Hotel properties or representative companies provide their own content information; this includes how the property is presented along with prices and feesThe Market Manager for Orbitz works in conjunction with the local hotel to determine the best way to display the text and verbiage used on the website Ultimately, it is the hotels' decision in reference to the presentation I have reviewed the documentation; the hotel has not charged Orbitz for the stay; therefore, I can refund the reservation Orbitz will process a refund in the amount of $This was booked via PayPal, which is slightly different in a timeframe for refundsNormally, Orbitz advises a 3-5-day timeframe for the credit to appear on the statementWith PayPal, we advise a to the 10-day timeframeThis is due to the extra processing time from PayPal, not Orbitz If you do not receive the credit by June 17, 2014, please contact me, and I will investigate the matter further I thank you for bring this matter to our attentionFeedback such as yours is critical to our operational side of our business Mr [redacted] thank you for allowing me to review the situation with youWe appreciate your business, and we hope you will provide us with a future opportunity to restore your confidence in our products and services Sincerely, [redacted] Orbitz Customer Relations Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/06/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am satisfied with a refundIt is true the Orbitz business is forever tainted in my eyes and I shall not book with them in the futureI was in a foreign country and matters could have been much worse for me had I not been able to find a hotelBut I am happy the matter has been resolvedAll the best to them in there business

July 4, 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 flight reservationWe understand from Mr [redacted] complaint he is requesting a refund due to a canceled flight reservationOur records indicate that on April 9, the customer self-booked two one-way flight reservationsThe customers outbound flights were operated by [redacted] and were scheduled to depart from Louisville, KY to Sacramento, CA on September 14, The customers return flights were operated by [redacted] Airlines and were scheduled to return from Sacramento, CA to Louisville, KY on September 17, 2016.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providersAs a result, we strongly recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policies The customer booked two one-way ticket, both [redacted] Airlines and [redacted] Airlines were the merchant of records, and the companies that charged the customer’s credit cardWe hope you understand we have to abide by their rules and regulations.We can confirm Mr [redacted] contacted us on June 7, 2016, as his flights on [redacted] Airlines were changed by the airlinesAs there were no acceptable alternate flights provided by [redacted] Airlines the customer chose to cancel his flight reservation with [redacted] AirlinesDue to the lack of options available [redacted] Airlines authorized a full refund of the customers return flights.As the [redacted] flights were not canceled nor changed by the airlines the ticket remained open and able to be used and unable to be refundedBased on the fare rules the customer agreed to at the time of booking, the [redacted] 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 fare.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] Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itineraryOrbitz has no control over when, or how often, airline initiated schedule changes occurOrbitz cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies.We sincerely regret that we are unable to offer a more satisfactory response or resolution to Mr [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 Mr [redacted] with the necessary information related to his flight purchase before our system asked him 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

April 22, Revdex.com Complaint Department – Orbitz.com Re: Orbitz Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Orbitz regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding vacation package reservationsWe understand the customer is requesting that Orbitz changes and upgrade his flight reservations, and process a refund for the Orbitz WaiverOur records indicate on April 1, 2016, the customer booked flight and hotel vacation package reservations – itinerary [redacted] – using the self-service tool on the Orbitz websiteTravel is on [redacted] Airlines, departing May 6, 2016, from Richmond, Virginia to Montego Bay, Jamaica, returning May 10, 2016, for two passengersHotel accommodations are at the [redacted] , All Inclusive, Curio by [redacted] The Orbitz Waiver was booked in conjunction with the vacation package reservationsUpon further research, we were able to confirm that on April 5, 2016, Mr [redacted] contacted Orbitz Executive Escalations office which offered to assist Mr [redacted] with processing the changes for his flight reservations, which Mr [redacted] declinedAt that time, he was advised that the Orbitz waiver would allow him to cancel or make changes to his trip one time prior to departure and receive a refund for his hotel and that flight credit would be given as well as a refund of any change or cancelation fees that it can still be used if any changes needed to be made or if he needed to cancel for any reasonAdditionally, Mr [redacted] was advised that the airline would not allow his first outbound flight to be canceled as the type of ticket booked was a “roundtrip ticket”Any changes would require new tickets to be issued with the applicable fees and differences in airfareIf the customer does not take a portion of the ticketed flight, the airlines will automatically cancel any remaining portion of the customer’s ticketsThe Orbitz Waiver terms and conditions may be viewed at the following link: https://www.orbitz.com/g/rf/vacation-waiver-terms 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] Airlines was the operating carrierThe change policies, fees and increases in airfare are set and collected by the airline We hope you understand we must abide by the terms and conditions set forth by travel providers such as [redacted] AirlinesWe strongly recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policies and to call us immediately if there are any discrepancies or additional questions before purchasing the itinerary It is our customers’ responsibility to review all rules and regulations prior to booking any travelOrbitz makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasingWe provide your selection details on several pages for your review including the final payment screenWhen acting as their own travel agent it is each customer’s responsibility to review the details of their itinerary prior to finalizing any reservationWe have further researched Mr [redacted] complaint and after giving the matter our full consideration we stand by our previous decision and are unable to render to Mr [redacted] request of a refund or compensationIn the event that Mr [redacted] elects to proceed with making changes to his flight reservations he may contact Orbitz customer support at 1(844) [redacted] or (312) [redacted] Our agents are available hours a day, seven days a week If you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] Tier Customer Service

Dear Mr [redacted] Thank you for your responseOn behalf of Orbitz, I apologize for your continued disappointmentAs I previously advised Orbitz is an online booking agency and we are required to follow the rules placed on a reservation by the airline and other suppliersIn this instance both TAM Airlines and Novotel Rio de Janeiro Santos Dumont have advised that they will not authorize a refund for your reservation; therefore, Orbitz is not in a position to offer a refund for the vacation packageNevertheless, while the airline portion of your reservation is non-refundable, each passenger does have the amount of their ticket use towards a future TAM Airlines flightYou do have until June 2, to rebook travel; however, you are able to travel after that dateUpon rebooking each passenger would be responsible for a $TAM Airlines change fee, plus any difference in airfareWhen you are ready to rebook please contact out Customer Service team at 1-888-656-for assistance as this cannot be done via the Orbitz siteMr [redacted] we do value you as a customer; therefore, as a gesture of sincerity for your disappointing experience we would like to offer you a $future travel voucher to be used towards your next Orbitz.com bookingOur voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needs Here are the instructions for the future travel voucher: When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [email protected] Please reference case number 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 January 21, Again we appreciate your business and hope you will use Orbitz in the future for your travel needsSincerely, Shalon [redacted] Orbitz Customer Relations Chicago, IL

Initial Business Response / [redacted] (1000, 5, 2014/10/21) */ Dear [redacted] The Revdex.com has shared with us your recent correspondence regarding your experience with OrbitzOn behalf of my colleagues at Orbitz, I sincerely apologize for this disappointing experience It is my understanding that you waited on hold for a considerable amount of time before an agent was available to assist you Please be advised that our call volume has spiked abnormally due to a high volume of seasonal airline schedule changesAlthough we monitor our call volume continuously and do our best to staff accordingly, we find occasionally call volume exceeds our forecastWe certainly do apologize, as we understand time is of great valueI want to assure you that our entire organization is focused on meeting the expectations of our elite travelersWe know how important it is to you to be able to count on us to not only meet your expectations but to surpass them as well [redacted] we do show that a refund minus the $USD penalty for the canceled trip to Los Angeles has been processedThe refund will appear back to your card within days In the appreciation for your continued business and support, we would like to offer you a $future travel voucher towards your next Orbitz.com bookingOur future travel voucher is meant to emphasize our commitment to you and we remain hopeful you will continue using Orbitz for your travel planning needs Here are the instructions for the future travel voucher: When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [redacted] Please reference case number [redacted] and my email offering the $future travel voucher in your requestOrbitz will then issue a credit to the card used for the new bookingThis offer is valid for one year from the date of this email, until October 21, [redacted] we appreciate your business and we hope you will provide us with a future opportunity to fully restore your confidence in our products and services Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

I was trying to purchase a ticket for my mother and I received the worst customer service ever from "Chelle" in the Sales Department! She literally, made me feel that I was incompetent because I wanted clarity Even though my ticket was an amazing price, the overall experience was ruined by her horrid attitude! I even stated to her that since it seemed that my questions and need of assistance seemed to bother her to transfer me to the her team lead and/or supervisor and I got a complete run around! I am considering canceling the ticket and going through one of the other sites that offered the same ticket for the same price just because of the lack of customer service which is very un-personable and not appreciated! With people providing customer service like "Chelle" it makes sense that everything is becoming automated and online based, if anyone ever asks me about using a third party for flights, hotels etc I will N-E-V-E-R recommed Orbitz​!!!

I am writing in regards to my all inclusive trip to Cancun from December 30th, to January 2nd, My record locator is PBORB-424-687-I had decided to save up all year and make a fun trip for my mom’s BirthdayI looked at Orbitz reviews and identified a well-reviewed and well represented hotel – Grand Oasis Sens in CancunBecause of New Year Holiday it was an expensive reservation for a resort but I thought it would be well worth because it was a surprise trip for my momThe total cost of my hotel was $1,plus the shuttle fees We arrived at Grand Oasis Sens and I presented my information to the reception deskAfter a flurry of discussion among them in Spanish (which I do not understand), I was informed that they don’t have rooms with the ocean front view and a terrace as Orbitz had promised to meBetter yet, I was told that such rooms with queen size beds do not exist at this particular hotel I was shocked because I confirmed it with Orbitz before my departure and paid an upgrade fee for the room with the ocean view We had no choice but to accept a different roomI was stunned and embarrassed when I walked in the room with my momIt certainly was a surprise but not a good one The room smelled like mold and had mold on the ceiling, there was water on the floor in the bathroom nest to a nasty drain, the bath was rusty and it seemed that entire room was supposed to be remodeled At the lobby desk I was explained that they don’t have any other rooms available and we should address it with OrbitzWhen I called Orbitz, I have been referred back to the Hotel managementNeedless to say, to address anything with the hotel staff was impossible, nobody ever picked up the phone when we tried to call the lobby deskWe asked for the ironing board for three days but never received itFinally, when we were getting ready for New Year’s celebration, the lights went out and we were sitting in a darkAgain, our call to the lobby desk went unansweredAn electrician showed up shortly after we went to the lobby and addressed our problem in personTo make a long story short, we celebrated New Year in the dark room and only after midnight the light was fixedWe had to sleep with one of the lights on and were instructed not to use some of the electrical plugsOnly the following day the lights were fully fixed This was supposed to be an all-inclusive trip, however we were not able to reserve even one out of eight restaurants during our entire stay whether we tried to do that in the morning or evening! It is my understanding that the Hotel is under reconstructionIt was overbooked during Holiday season and we were placed into the room that wasn’t ready to accommodate any guestsI made several calls to Orbitz representatives starting on 01/01/when I spoke with Bries, 01/04/when I spoke with Truddy, 01/06/I spoke with Erina, 01/19/when I spoke with Jefferson and was transferred to his manager OriEach time I was promised a call back with an updateThat never occurredFinally I called 01/29/with a final attempt before I file this complaint and spoke with Yael and her supervisor Toni, who once again was not helpfulEach staff member agreed that I am entitled to a full refund of $1,689.60, however there were never any of my complaints noted and each time I had to tell them the entire story over againThen, with a nasty attitude I was told that Orbitz will refund me the money as soon as they get a hold of the hotel and receive their refundSince it has not happened since I started my calls on 1/01/I gave up on spending my time on calls being placed on hold with OrbitzAt this point I’m ready to file a formal complaint or file a claim at small claim court to recover the expenses for overpriced trip and services not deliveredI do have pictures supporting my claim and am able to provide them if endedI strongly believe that it is Orbitz’s responsibility to check on the quality of the services and rooms to make sure that the customers get what they paid forBetter yet, since my credit card was charged by Orbitz, I am expecting a refund from them regardless of what the outcome is between Orbitz and the hotel

October 9, Revdex.com E.com - [redacted] Complaint Department Re: [redacted] Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact [redacted] 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 [redacted] Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you [redacted] ***is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a cancellation request Our records reflect on September 18, you accessed Orbitz and self-booked itinerary # [redacted] for a stay at Villa #2, Studio in Fort Lauderdale, Fl to check in November 5, and check out November 9, This is a Hotel Collect property which is independently operated by a property management and reservations manager Orbitz serves only as a third party booking intermediary and does not own or operate any travel related services As such we must abide by the terms and conditions set by the vendors who utilize our website to offer their services The Villa #2, while offering bookings on Orbitz, manages their own bookings, and as the merchant of record, places all charges on the customer’s credit card They require that the customer work with their designated resort manager for any changes or cancellations Orbitz can only provide the contact information, which is also available on the itinerary To cancel and receive any refund, the customer will need to make contact as follows, which is the requirement of the property: Hotel ID [redacted] Alternate Reservation Manager Phone: [redacted] @hotmail.com Gustavo Linares - Reservation Manager Booking ID: [redacted] Hotel Confirmation ID: [redacted] The customer will need to make contact with the Reservations Manager as Orbitz has no ability to cancel or refund this reservation We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] Tier Corporate Customer Service

August 9, 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 Annie [redacted] (Revdex.com case number [redacted] ) regarding a flight reservationWe understand from Ms [redacted] complaint she is requesting a new ticket to be issued at the rate at which it was booked.Our records indicate on June 25, the customer self-booked a round trip flight for one travelerThe flight reservation was operated by [redacted] Airlines, with flights departing on August 30, from Nanjing to Los Angeles, CA on January 31, 2017.On June 25, [redacted] Airlines notified Orbitz that the customer’s credit card information was not accepted therefore we reached out to the customer for a different form of paymentDue to the customer not providing that information we were unable to issue the customers ticketsOur records reflect multiple calls being made into customer service by Ms [redacted] in regards to her flight ticketsOn July 5, the customer contacted our customer service in regards to assistance issuing her ticketsPer documentation the agent offered to honor the original rate by having Orbitz cover the difference in rate and book a new reservation for the customer which included one stopThe customer declined this offer.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 real-time airline reservations database that contains current ticket prices and availabilityThe database is updated regularly as fares change and seats are soldIn addition, the airline limits the number of seats available for discounted fares; as the discounted seats sell out fast, those airfares are no longer availableConsequently, it is possible that a specific fare that is available when customers book their reservations will no longer be available when it comes to ticketing the reservationAirfares are subject to change until the tickets and the reservation is confirmedOrbitz is unable to change or alter the fares provided by the airlines therefore we are unable to book Ms [redacted] ticket at the rate originally quoted.When finalizing a reservation on Orbitz.com, the user agrees to the specific rules and restrictions provided during the booking sessionAs set forth in the Orbitz Terms of Use: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 fashion.We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] Tier Customer Service

Initial Business Response / [redacted] (1000, 5, 2014/02/25) */ Dear Mr [redacted] Thank you for contacting Orbitz via the Revdex.comOn behalf of Orbitz, I sincerely regret this disappointing travel experience, and I appreciate the opportunity to respond It is my understanding that [redacted] canceled your flight Madrid to Amman, and you were not notified by Orbitz; therefore, you are requesting a refund $for the canceled flight In reviewing your booking history, I find that the airline canceled your flight Madrid to Amman for February 8th, and re-protected you on their flight for February 9thIn contacting [redacted] , they advised they exchanged the ticket to reflect the new departure date of February 9th, at no addition costPlease know that it is recommended that all customers reconfirm their flights with the airlines hours prior to departure for any last-minute changes they may have We apologize that you were not notified of the airline flight cancellationAt this time, we are unsure how this unfortunate situation occurredWe are currently researching internally to determine the cause of this problemWhatever the problem, we acknowledge a mistake was made, and we regret failing to meet your expectations While I recognize your disappointment and regret any inconvenience this may have caused, the airlines reserve the right to change their schedules at any time, with or without noticeDuring the booking process, Orbitz presents and customers must agree to the airline fare rules and Ticket Terms and Conditions Mr [redacted] regrettably, Orbitz is unable to refund you a minimum of $as requestedSince this was an airline issue, I would suggest contacting them with the information you supplied for any compensation that might be able to offer Nevertheless, we regret you did not receive notification; as 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 bookingOur voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needs Here are the instructions for the future travel voucher: When you make your next prepaid airline, hotel or package booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [email protected] reference case number [redacted] and my letter offering the $voucher in your requestOrbitz will then issue a credit to the card used for the new booking This offer is valid for one year from the date of this letter, until February 25, Mr [redacted] we appreciate your business, and we hope you will provide us with a future opportunity to serve you with your travel planning needs Sincerely, [redacted] Orbitz Customer Relations Final Consumer Response / [redacted] (3000, 7, 2014/02/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Per [redacted] they notified Orbitz when the cancelation occurred but orbitz FAILED to notify meThere records indicate that the flight was still on schedule Orbitz did not deliver on what they soldIts a shame and disappointmentI will not use orbitz anymore as long as their attitude toward customer is as bad as it have become lately Final Business Response / [redacted] (4000, 9, 2014/02/27) */ Dear Mr [redacted] I am sorry for your continued disappointment with our service Please know that Orbitz has no control over airline schedule changes or flight cancellations The airline schedule change we received was the airline canceling their flight for February 8th, and replacing it with their flight on February 9th In reviewing your booking history, I find that their flight for departure February 9th was viewable in your Orbitz account If this flight was later canceled, Orbitz did not receive notification from the airline While Orbitz is unable to refund for airline flight irregularities, we value your business,and as a gesture of our sincerity, we provided you with a $future travel voucher for your inconvenience Mr[redacted] please be assured that our goal is to meet or exceed customer expectation, and I am sorry that we failed in this instance We appreciate your business and hope you will accept our voucher offer in the spirit it was intended Regards, [redacted] Orbitz Customer Relations

July 22, 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 Larry [redacted] (Revdex.com case number [redacted] ) regarding a car reservationWe understand from Mr [redacted] complaint he requesting a refund of recently purchased car reservation.Our records indicate on March 3, the customer self-booked a car reservation with OrbitzThe customer reserved a compact car from ThriftyThe car is due to be picked up on June 14, 2016, in Seattle, WA and returned to the same location on June 22, 2016.To enable us to appropriately address the customers concernsWe respectfully request that Mr [redacted] provide us a copy of the receipt provided by the car rental company documenting the charge sustained for the rental car.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 11, 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 flight reservationsWe understand the customer is requesting a full refund for their hotel reservationsOur records indicate that on June 2, 2016, the customer booked hotel reservations – itinerary [redacted] – using the self-service tool on the Orbitz websiteHotel accommodations were at the [redacted] Inn Fairgrounds, checking in June 3, 2016, for one night.Upon further research, we were able to confirm that on June 23, 2016, Orbitz processed a full refund of $back to Ms [redacted] original form of payment and in Orbucks was credited to her Orbitz accountThe amount of time it takes to receive a refund depends upon the length of time it takes her credit card company to process 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 needsIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] Tier Customer Service

Initial Business Response / [redacted] (1000, 5, 2015/07/09) */ Dear [redacted] The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you furtherIt is my understanding that there were schedule changes made to your reservation, and Orbitz failed to notify youAlso, you encountered long hold times while speaking with OrbitzI appreciate the opportunity to review your account, and respond to your concernsOn behalf of Orbitz, I sincerely apologize for the disappointing experience, and the inconvenience this has caused Our aim is to meet or exceed customer expectations, and I regret that in this case, we feel short of our goal I have checked your reservation history, and I see airline schedule changes in your itinerary historyI show we did reach out [redacted] on January 8, about both reservationsWe were advised that someone would contact us backAlso, per Lufthansa, they did contact you as well regarding the changes During the booking process, Orbitz presents and customers must agree to the airline fare rules and Ticket Terms and ConditionsI have copied a portion of the terms below: Air transportation, whether it is domestic or international (including domestic portions of international journeys), is subject to the individual terms of the transporting air carriers, which are herein incorporated by reference and made part of the contract of carriageTimes shown in timetables or elsewhere are not guaranteed and from no part of this contractThe carrier may without notice substitute alternate carriers or aircraft, and may alter or omit stopping places shown on the ticket in case of necessitySchedules are subject to change without notice I show a refund request was submitted to LufthansaPlease know this is not a guarantee but a request that has to be approved by the airlineIf approved, the refund should appear on your credit card statement within to billing cycles The airlines do require the customer to contact them directly, especially if requesting compensationPlease contact them by sending an email to [redacted] @lufthansa.com We value you as a customer, and due to the long hold time, Orbitz has issued you a $USD future travel voucher to use on your next Orbitz.com flight, hotel or package bookingOur voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needs Here are the instructions for the future travel voucher: When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [redacted] Please reference case number XXXXXXX 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 for one year from the date of this letter, until July 9, [redacted] I wish we could offer a more favorable response, but I show we did reach out to advise you of the changesWe appreciate your business, and we hope to have an opportunity to serve you in the future Sincerely, [redacted] Orbitz Customer Relations Chicago, IL Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I actually noticed after I sent my response I only might have read partially Ms Handley's comments I thank you Ms Handley I have a high blood pressure and no good sleep for the last afew months because of thisI thank you for your sincere efforts and your apology on behalf of ORBITZPlease please Ms Handley help me on bringing back my kid thats my highest priority I forgot about the vacation already and in terms of Lufthansa what happened to them I dont understand I can not even reach a live person or my mails calls never repliedDo they think they may be immune to US laws and regulations and how can be this unethical? Please remeber us on the back of your head until there is a resolution found Again thnaks for your efforts and please continue to help me on this [redacted] Orbitz long time customer XXXXXXXXXX [redacted] be Ms Handley who wrote this response was not updated by their team correctly for the latest updateI received an email from ORBITZ today stating they founded out that what we said was true as we called and disagreed these changes and Orbitz apologizes us and they tell us that they are working with Lufthansa on refunding or giving us new tickets Ms Handley it is my sadness that I am a long time customer of Orbitz yet your answer clearly states me that you take me as not your customer dont even care about our case and as you never put yourselves in our shoes as a big company you take the easy way out although it is not correct and even your people admit we disagreed and they are continuing to work on our case you choose the easy way instead of as I said putting yourselves in our shoes and feeling our pain which was caused by your actionsI will add the email I received from Orbitz today which is admitting We called them disagreed with the changes and ORbitz apologizes us and they tell us they are working with Lufthansa to refund or get us new tickets which I expect from a big reputable billion dollar company like ORBITZ to act as any ethical business do which care and support and pay attention to their customers problems and take these injustices as somethings happened to them until they are corrected I am stating again that We never agreed with this changeWe did not accept any changes again we should be crazy to accept these changes since as I said my son's high school graduation was contradicting this change and even as a ticket holder my son had also to attend his own graduation to graduate not to mention of us so we planned accordinglyBut schedules were changed against our wills although my disagreement they kept me on the phone to hrs made my blood pressure go up everytime I callFinally my attempts to customer relations department and talking to a manager one evening escelated this incident to your dedicated team and actually a last email I received from Orbitz today clearly admits that Orbitz found out that we called and we disagreed with these changes (why should not disagree are we crazy our son was graduating during the contradicting changed schedules) and mail actually does something very important for us,,, first time from ORBITZ we received an apology And ORbitz saying in the mail they are working with Lufthansa on refunding or accomodating new tickets As I said again and again My family's vacation plans are ruined my tickets were confiscated by ORbitz and Lufthansa so us now instead of being at a coastal town and swimming in deep blue mediterranean waters and mingling with our extended family members and friends at our destination instead you made our destination our home staring each other and remembering what you and Lufthansa did to us and you get paid almost 7000$ for this There is no point of waiting anymore for big billion dollar companies do please refund or give me new tickets So what I kindly request ORBITZ please speed up the ticket refund and or changed ticket issuance process and care about us little more as your customers and pleasee do so before last week of July since as I said my your child due to these actions is currently seperated with my in-laws at the travel destination and I have to go bring her back before her school starts so please stop playing and act like a bigname good company who cares about your customers and I am able to bring my child back before it gets even more complicated interms of damages and liability and pain and suffering considering we are already suffering and in pain bringing back our kid is the highest priority now and we need ORBITZ and LUFTHANSA to come to their senses and help us resolve this and stop treating like little ants but long time real customers (which are supposed to be everything for a company) And one final word to Ms Handley please do not retaliate whoever the team or the employees who did the investigation and sent us this mail and apologized us I worked for big companies in silicon valley before I became disabled so I have disability and limited income and could not afford to pay tickets for the immediate priority for me to go to our destination before endd of july and bring my kid back with me before end of first week of august so I need two tickets for that immediately ahich could not afford after I wasted 7000$ for nothing now please as I said I am requesting everybody there to place yourselves in our shoes and feel our pain before sending out ignorant responses and please find us immediate ressolutions before this gets out of hand intemrs of damages liability and pain and suffering more I cleared out the name and email account and mail time date stamp of the email for considering if in bad faith Ms Handley or others in ORBITZ (which I hope that is not the case they should thank them for their findings) might retaliate the Orbbitz employee for telling the truth since I have doubts about work ethics of some of the Orbitz employeesUntil I clearly understand the sincerety Thanks MAil received from ORbitz today: Orbitz Response By Email (.....) (07/08/PM) Dear [redacted] My name is We appreciate you being a part of our Orbitz Rewards programIt's my understanding that you were affected by a schedule change, and this affected the precious moment of your son's graduation since now you and your family are separated due to this unacceptable change and you would like a refund of one ticket [redacted] we sincerely apologize for the inconvenience this may have caused youI understand that this was a very important occasion for you and your familyWe have noticed that you have also called us in regards of this situationThis issue has already been escalated to a higher department and they have sent a refund request via email to LufthansaAs soon as Lufthansa replies you will be informed of the resolutionHowever, please be advised that the refund could not be guaranteed We appreciate your business and hope you will give us another opportunity to fully restore your confidence in our products and services Sincerely, Orbitz Email Service Team Orbitz Rewards Instant Vacation Gratification www.Orbitz.com Customer By CSS Email ( [redacted] ) (07/07/XXXX XX:XX PM) Our schedules changed by airline and we disagreed with the change but no acceptable changes made for us despite our efforts to communicate Orbitz and LufthansaAs a result we could not use the return trip originating from LAXMy son had a high school graduation and we originally planned our trip for thatOur calls to Orbitz did not result in satisfied outcomeI need to get refund on all or atleast tickets while at least one ticket(Cengiz [redacted] ) schedule changed to for me to be able to use it Thanks for your help in advance your policy states it clearly as I took it from your website (we disagreed with the change from the start but no suitable tickets were issued to us) now they tell us our tickets are forefeitedWe need your help "Occasionally the airlines must make changes to their flight schedules to accommodate changes in equipment, routing, or capacityAirlines may also make changes due to adverse weather, mechanical or crew issues Orbitz will notify you by email if your reservation is impacted by a planned airline schedule changeHowever, sometimes we do not receive advance notice, so we always encourage you to check your flight status hours before each portion of travelClick here to check your "Flight Status" The airline will always offer a replacement flight as a result of a schedule change, however the alternative flights are at the discretion of the airline and vary based on the rules associated with the fare of your ticket purchased, current schedules and available seats Orbitz will always work with the airline to find you an alternative flight as close to your original schedule as possible, however if these are unacceptable then please contact Orbitz customer service." So please help us for this unacceptable situation our family is seperated due to this [redacted] XXXXXXXXXX Question Reference # XXXXXX-XXXXXX Date Created: 07/07/XXXX XX:XX PM Date Last Updated: 07/08/XXXX XX:XX PM Orbitz PBORBXXXXXXXXXX and Orbitz PBORBXXXXXXXXXX Final Business Response / [redacted] (4000, 12, 2015/07/21) */ Dear [redacted] Thank you for the follresponsePlease know we are waiting to get a response from Lufthansa regarding the refund request for the four ticketsOnce we get a response, we will notify you immediately [redacted] thank you for your patience as we work with the airline to get this resolved for you Sincerely, [redacted] Orbitz Customer Relations Chicago, IL Final Consumer Response / [redacted] (4200, 14, 2015/07/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you Jeanna there is definitely progress on the refund issueBut still our vacation is ruinedI am still having hard time trying to get the refunds Lufthansa sent me emails saying they processed the refund for around 945$ for each ticketBut when I checked the refunds for the first two came they are around 720$ there is a 225$ less than what Lufthansa said they were going to refundThird refund did not camo yet (card ending is closed and not active I repeatedly told LH and ORbitz about this but I am ignored as usual and They told me (LH) they refunded the money to and I dont know how I will get that moneyThey dont care about me getting this money fully on time so I can arrange tickets to get my kid back which my kid is still seperated from us and I dont know how I will accomplish this since the time is now almost impossible LH justdoesnt care I keep saying I need the money ASAP so I can arrange tickets to go get my kid back but I feel like Iam speaking to a wall So they refunded the third ticket to a disabled inactive card(visa ending ) [redacted] from mexico Lufthansa office replied saying LH can not do any other means of refund I dont beleive it I can not even reach anybodyI am really tired about this whole thing So just to let you knowIn the mean time I received email from Orbitz saying it will be days before the refunds are completeAm I going to get two refunds from LH and OrbitzIf not why the refund amount is less than what Lufthansa said it was going to be 945? I will try to contact inactive visa ending to see how I can get my money back Thanks for trying to help

I booked a rental car back in February for April 30, 2016-May 7, I paid the $for insurance When I went to pick up the car on April 30, I was not able to get the car as the documents I brought her not enough I brought the documents that the orbitz website told me to bring I asked [redacted] what about the refund on insurance and they said I would have to contact Orbitz but they would explain that I did not get the car April 30, I called and was told in 5-business days I would have my refund I waited weeks and started checking my bank account On May 23, I called again and was told I never called on April 30, I told them I could produce my phone bill that shows I did After much arguing they agreed to call [redacted] and told me I would receive my refund in business days On May 27, I email customer service and was told the refund was sent it just depends on my bank A week later I called my bank and they told me no outside source (orbitz) ever tried to make a deposit to my bank When I emailed customer service about it they told me to call customer serviceI just want my money without jumping through hoops, it's been over a month and I was told different times I would receive it!

Dear Ms [redacted] , Thank you again for your follresponse, and I appreciate the opportunity to address your concernsWe certain regret to hear of your continued disappointment, but every effort was made to assist you with the airline schedule changes that occurred with your reservations When any type of change was updated in your record, action was taken Unfortunately, seating assignments are not guaranteed, and will be affected when major schedule changes occur Ms [redacted] , we apologize for the inconveniences the airline imposed schedule change has caused, but these are out of the control of Orbitz A $future travel voucher was issued in March due to your disappointment in the schedule change, and we are unable to offer any further compensation We do appreciate your business, and hope that we have a future opportunity to serve you Sincerely, [redacted] Orbitz Customer Relations

April 27, Revdex.com Chicago and Norther Illinois Complaint DepartmentRE: Orbitz Case [redacted] Dear Revdex.com, Thank you for contacting 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 flightWe understand [redacted] is requesting a refundOur records show on November 15, [redacted] or a person authorized on his account, booked via the Orbitz.com website for three passengers purchasing one-way flights from TAP [redacted] Airlines traveling from Prague to Newark on April 8, for $977.18.At the time the flight is reviewed and after it is selected we relay information provided by the airline that advises of a range of possible fees that may be charged for bagsA link is provided to view the airlines baggage information to get more detailed informationBaggage fees may vary for many reasons, in addition to the air fare selectedAirlines may change the fees they charge for baggage at any time, and prices paid to the airline for baggage fees are paid based on the current costs on the day the baggage service is purchased, not on the day airfare is purchasedThe fares provided for selection included Discount, Basic, Classic, Plus, Executive and Top Executive faresFor this purchase our customer selected Discount fareThe information from the airline provided on our website for this fare type states checked bags incur feesAll other fares currently come with between one and three bagsCustomers would need to review baggage information from the airline to see how baggage allowances for the aircraft will apply to them, and to understand the dimensions and weight allowed for each bagBaggage that is overweight or out of dimension can incur additional fees or be denied.Orbitz.com will not be able to refund the baggage fees paid for the fare selectedWe provided the information necessary to understand baggage was not included, and where to review the airlines baggage information prior to taking the flightWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] Corporate Customer Service

May 24, 2016Revdex.comComplaint Department – OrbitzDear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding their recent flight reservationsAs of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe will submit our final reply via the Revdex.com's website.Again, 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,Tier Customer Service

I booked rooms on the orbitz.com site, only to find out from another website, that the hotel does not accomadate childrenIt was not mentioned anywhere on the Orbitz.com siteI called customer service to get a refund, the agent told me the hotel agent hung up on him, so he wasnt able to verify the policyAfter over an hour and speaking with a supervisor, they still would not refund the cost of the roomsNow I am unable to take my family on vacation