Orbitz

June 22, 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 Koren [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from Ms. [redacted]’s complaint she is requesting her changed flights to be confirmed.Our records indicate on April 30, 2016 the customer self-booked a round trip flight reservation for one adult. The customers flights were operated by [redacted] Airlines, they were scheduled to depart from Los Angeles, CA to Kathmandu on November 3, 2016 and return on November 13, 2016.We are able to confirm that this issue was resolved as of June 6, 2016 when the customers flights were successfully exchanged and the tickets were reissued. We are able to confirm that the additional charges sustained for changing the flight were authorizations therefore they were not debited to the customer’s credit card account. We would like to apologize for the inconvenience Ms. [redacted] may have experienced, and for any lack of service he received while trying to resolve this issue.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,[redacted]
Tier 3 Customer Service

August 30, 2017   Revdex.com Chicago, Illinois Complaint Department Re: Orbitz Case #: [redacted]   Dear Revdex.com,     Thank you for taking the time to contact Orbitz regarding an issue from our customer.  We appreciate the Revdex.com allowing us to address...

the comments and concerns which have been brought to our 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 the Orbitz account.  We understand Mr. [redacted] is requesting that Orbitz close his account. On August 26, 2017, we received receipt of the Revdex.com complaint.   Our records reflect on June 11, 2017, the customer contacted Orbitz cancel the reservation. The customer advised that he did not authorize the charge for the booking. Orbitz advised the customer to contact his financial institution to dispute the charge. The customer requested to close his Orbitz account.   In reviewing the account, Orbitz is currently working on the customer’s request. The customer would be contacted once Orbitz is able to close the account. Please note at this time, no new reservations will be able to be booked using the customer’s account.     We thank you for allowing us the opportunity to address the issues that were brought to our attention.   Sincerely,   [redacted] Corporate Customer Service

March 23, 2017
 
Revdex.com
Complaint Department - Orbitz
 
Re: Orbitz Case #: [redacted]
 
Dear Revdex.com,
 
Thank you for taking the time to contact Orbitz regarding an issue from our customer.  We appreciate the Revdex.com allowing us to address...

the comments and concerns which have been brought to our 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 complaint [redacted]) regarding the best price guarantee refund request. 
 
Our records show on March 10, 2017, Mr. [redacted] self-booked an Orbitz.com flight reservation via booking number [redacted], traveling on August 25, 2017, in the amount of $1,011.41. We understand from the customer’s complaint, he found a lower price of $888.41 and a best price guarantee application was submitted. Mr. [redacted] also stated Orbitz is not complying with the best price guarantee rules and is requesting a refund and compensation for all the issues encountered with claim.
 
Upon researching Mr. [redacted] complaint we can confirm on March 14, 2017 a Best Price Guarantee claim was approve and an email correspondence was sent to the customer advising as per the Best Price Guarantee’s terms and conditions, in order for a refund of the difference for an approved claim to be provided, travel must be completed. Mr. [redacted] was also advised a refund of $123.00 and a $50.00 Orbucks would be provided within 3 to 4 week after travel is completed. Based on the information provided above, we are unable to honor Mr. [redacted] refund request.
 
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]
Corporate Customer Service

October 25, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted]Dear Revdex.com, Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the 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 emails. We understand from the customers complaint they are requesting a stop to daily emails.Our records indicate on September 20, 2016 the customer booked a package reservation through Orbitz.com. Upon booking this reservation the customer registered their email address for a permanent account. As of October 22, 2016 Orbitz has requested to remove the email address from receiving promotional email.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,[redacted]Tier 3 Customer Service

November 9, 2017Revdex.comComplaint Department – OrbitzRe: Orbitz Case #[redacted]
Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the 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 a flight reservation. We understand from Mr. [redacted] complaint he is requesting a refund for his flight reservation.Our records indicate on September 12, 2017 the customer self-booked a round-trip flight reservation on Orbitz.com for one traveler. The flight reservation was operated by [redacted] Airways with flights departing from Asuncion to Dakar on September 15, 2017 and returning on September 23, 2017.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. As Air India was the merchant of record and the company that charged the customer’s credit card, we have to abide by their rules and regulations.Via the customers complaint we understand that the customer is requesting a “refund of an airline ticket, cancelled within 24 hours after booking” Per our records we can confirm that you were unable to successfully contact Orbitz customer service 24 hours after booking. Due to this the reservation was not canceled. We understand that there can be long wait times due to natural disasters or other unforeseen issues. Due to this we provide customers the option to cancel flights online through their Orbitz account. We can verify that the customer did not  cancel the reservation online, through our customer service, or directly with the airlines within 24 hours of purchase. As Mr. [redacted]’s reservation was not canceled at all the reservation was marked as a “no-show” with [redacted] Airways. Due to this the airlines refused to process a refund for the customers reservation therefore we are unable to offer any compensation for this matter.We sincerely regret that we are unable to offer a more satisfactory response or resolution to your concern. At Orbitz we try as much as possible to provide not only excellent customer service but we also try to exceed what is expected of us. However we know that there are some instances when policies associated with the purchases made on our website cannot allow for a resolution that is more favorable to our customers. We are not trying to discharge ourselves from any responsibility; we only want to convey that we were able to provide Mr. [redacted] with the necessary information related to his flight purchase before our system asked Mr. [redacted] to complete the reservation online.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Corporate Customer Service

Dear Sharon, The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you further. It 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...

member. I appreciate the opportunity to review your account and respond to your concerns. On behalf of Orbitz, we are very sorry to hear about the loss of your loved one. Orbitz strives to provide the best possible customer service, and I regret that in this case, we fell short of our goal. After reviewing your account, I do show the canceled reservation under record locator PBORB1943737404. Per the terms and conditions placed on this ticket by Air France; you still have a credit to use for future travel. The reservation has to be used by the same traveler and on the same airline. You must rebook prior to June 30, 2016. You will also be responsible for the airline penalty fee of $300 plus fare difference. As a one-time courtesy, we will waive our $30 processing fee, and this information will be noted in your account. Unfortunately, we are unable t offer a refund, because the ticket is non-refundable. Sharon, thank you for allowing me to review this with you. We appreciate your business, and we hope to have an opportunity to serve you in the future. Sincerely, Jeanna [redacted] Orbitz Customer Relations Chicago, IL

Revdex.com
Orbitz- Complaint Department
 
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 their reservations.
As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate reply. At this time, we respectfully request additional time from the Revdex.com as further research is needed for this case. We 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 attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.

Sincerely,
Tier 3 Customer Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
However, Orbitz is asking me to provide back-up documentation for a hotel reservation they have and a hotel relocation they made for me.  They obviously have access to all that information because it's their information.  Regardless, the original Orbitz Reservation Itinerary Number is [redacted], for $759.36.  The Orbitz Relocation Itinerary Number is [redacted] for $1,118.28.  The difference is $358.92.I want to add to the resolution that relocating in the [redacted] was not an upgrade as the Orbitz Relocation Agent kept insisting.  This hotel is less or equal to the original hotel.  The price difference was because arrival date was within a week and this was a very busy in the Columbia, South Carolina area. That's why I booked six months in advance.Sincerely, 
[redacted]

June 27, 2017
 
Revdex.com
E.com - Alaska, Oregon & Western Washington
Complaint Department
 
Re: Orbitz Case #[redacted]
*
Dear Revdex.com,
 
Thank you for taking the time to contact Orbitz, Inc. 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, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Orbitz, Inc. is responding to the consumer complaint from Mr. [redacted] (Revdex.com case number [redacted]) regarding a question regarding a refund of a cancelled flight.
 
Our records reflect the itinerary [redacted], which the customer mentioned, was flown on May 7, 2017 from Mumbai to Delhi, India.  We do not see a cancelled flight with Orbitz under his name or the email supplied.  However, Mr. [redacted] should have been given the following information if he cancelled a previous flight.
 
Orbitz acts only as a third party booking intermediary for airline companies.  The airline the customer books on is the merchant of record and the entity that charges the customer’s credit card.  When a cancellation is made, the airline is the refunding party and airline refunds can take up to three billing cycles.  However, the airline’s fare rules of the flight being cancelled determine what the airline will offer in terms of refunds and/or future flight credits.  Orbitz does not set the fare rules or determine what part of a customer’s flight is refundable or will be held by the airline as a future flight credit.  Only the merchant airline sets those terms and they are agreed to by the customer when they book a particular flight.  The customer is provided the fare rules for their flight during booking and also once the flight is ticketed. 
 
Because this is a past date flight, the most accurate and expedient way for the customer to determine whether he has a refund of flight credit available, is to contact our customer service agent and ask that they check on this information for him with the airline, or he may contact the airline directly and ask for information on a past date cancelled flight and provide the ticket number.  The airlines will provide the information to the customer and if they are making a refund, can tell the customer exactly where that refund is in their process and what timeline he can expect.  As Orbitz does not process flight refunds, we can only provide the correct information by contacting the airlines also.
 
We regret any miscommunication that may have happened regarding the customer’s flights and possible refunds and hope the above information will clarify and assist in his finding the answer to his questions. 
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
 
[redacted]
Tier 3 Corporate Customer Service

April 05, 2018 Revdex.com Orbitz – Alaska, Oregon & Western Washington Complaint Department Re: Orbitz Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Orbitz regarding an issue from our 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 complaint #[redacted] regarding a hotel booking. Our records show on January 02, 2018, Mrs. [redacted] self-booked an Orbitz.com package reservation on our website via booking number [redacted], with a check-in date of April 08, 2018. The total amount paid for the hotel portion was USD$1700.65. We understand from Mrs[redacted] complaint, she believed the hotel portion was for an all-inclusive room and included transportation from and to the airport. Mrs. [redacted] is now requesting we provide credit or a refund for the hotel portion of the package in the amount of$1700.65 so she may rebook. Upon researching the customer’s complaint, we can confirm that when the customer booked the hotel reservation this was a room that is not all-inclusive. The customer has since made several calls to Orbitz on March 13, 14, 16, 21 and 23rd and advised the same. From our research we have been able to confirm that the transportation information was not fully displayed. Because of this Mrs. [redacted] has been advised by Orbitz that the charge she incurs from transportation, which may be up to $500 can be refunded with proof of the receipt after the trip by contacting us by phone. This was documented on the customers case [redacted]. Nothing further will be provided in the form or a credit or refund for the hotel component. Orbitz’s goal is to provide an exceptional customer experience. We do regret any inconvenience Mrs. [redacted] has encountered in resolving this matter. We do suggest that in the future Mrs. [redacted] be mindful of the hotel penalty period for any booking as some may be fully refundable. Also, Mrs. [redacted] may contact us if she has any doubts regarding the 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] Corporate Customer Care

October 12, 2017 Revdex.com Orbitz – Alaska, Oregon & Western Washington Complaint Department Re: Orbitz Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Orbitz regarding an issue from our 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 Pam [redacted] (Revdex.com complaint [redacted] regarding a refund request for a flight reservation. Our records show on September 24, 2017, Ms. [redacted] self-booked an Orbitz.com airline reservation via booking number [redacted], with a trip start date of September 30th, 2017. Ms. [redacted] also booked a second airline reservation on September 25, 2017, with the same destination via booking number [redacted]. On September 25th Ms. [redacted] canceled the first itinerary ([redacted]) and since it was canceled within 24 hours of the booking time her payment was refunded. We understand from Ms. [redacted]’s complaint, she called on September 28, to cancel an itinerary. During the call the customer enters the old itinerary on the automated system. The agent who assists the customer then advises that the itinerary has already been canceled and that we will refund her insurance charge on the first itinerary for $23.00. Ms. [redacted] does not mention she had previously booked two itineraries at two different dates nor that she would like to also cancel itinerary number [redacted]. Ms. [redacted] is requesting a refund of the ticket in the amount of $432.70, and a refund for the $31.00 for the insurance charge. Upon researching the customer’s complaint, we can confirm that Ms. [redacted] at no time specifically asked that the 2nd itinerary ([redacted]) be canceled. We would also like to inform Ms. [redacted] that the insurance she purchased covers only certain conditions. As outlined on the information she saw online this means not being able to fly due to a medical emergency or family member’s, traveling companions, or business partner’s sickness, injury or death or Other Covered Events as defined, that occur(s) before departure on the covered trip. Furthermore the date of the call the customer made was September 28th, 2017, a full three days after the reservation was made. As previously mentioned the reservation would have had to be canceled within 24 hours of the booking time in order to be refunded. [redacted] goal is to provide an exceptional customer experience. As you may know, [redacted] acts as an independent agent for reservations for airlines, car rental companies, and hotels. We are unable to refund a ticket which per the airline was not used or partially used according to the airlines fare rules. This has been documented on the customer’s Orbitz account. Orbitz’s goal is to provide an exceptional customer experience. We do regret any inconvenience Ms. [redacted] has encountered in resolving this matter. Based on the information provided above, Orbitz considers this matter closed. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, [redacted] Tier 3 Customer Service

Complaint: [redacted]
I am rejecting this response because: this is ABSURD. Your agent from ORBITZ's foreign call center did not do it right so I got the funds more than 2 weeks later rather than the 2-3 days advertised on your site if you cancel within 24 hours. I have my money now and will do everything in my power to make sure nobody I know and my company NEVER uses orbitz. You are a scam and this is crazy. Get some native english speakers and more apologetic and helpful agents. It should not take more than 5 hours of my time to get a simple refund. 
Sincerely,
[redacted]

May 15, 2017Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the 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 a flight reservation. We understand from the customers complaint they are unhappy about the price increase experienced while attempting to book a reservation. We strive to provide the highest level of customer service, and regret to hear of the price increase experienced during the customers recent booking attempt. Though we understand the public misconception, this was not a “bait and switch” as he referred to it and is a common occurrence for anybody searching for and booking a trip within the travel industry or through a travel agent as the customer did.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. We utilize a live inventory system for our flight reservations. The inventory is updated regularly as purchases are made and prices change. These updates are directly linked to the vendors availability. We regret if the customer felt the prices were not competitive. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Due to this we are unable to alter any prices that have changed within the system due to the Airlines availability.We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Hayden JacksonTier 3 Customer Service

Complaint Department     Re: Orbitz Case #: [redacted]   Dear Revdex.com,   Thank you for forwarding the Revdex.com consumer rebuttal from [redacted].  We regret to hear Mr. [redacted] did not accept our response and/or resolution offered.   As previously advised, on July 4, 2017, the customer contacted Orbitz advising that the hotel did not have any rooms available. Orbitz refunded the customer for $ 206.91 and offered to rebook the customer to a different hotel; however the customer declined to be rebooked.   Furthermore, when finalizing the reservation on Orbitz, the customer agreed to Orbitz’s Terms of Use. The Orbitz Terms of Use explicitly state as follows:    The carriers, hotels and other suppliers providing travel or other services are independent contractors and not agents or employees of the Orbitz Companies. Orbitz Companies 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 therefrom. Orbitz Companies 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 have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.   In no event shall the Orbitz Companies, the Orbitz Partners and/or their respective suppliers be liable for any direct, indirect, punitive, incidental, special or consequential damages arising out of, or in any way connected with, your access to, display of or use of this Website or with the delay or inability to access, display or use this Website (including, but not limited to, your reliance upon opinions appearing on this Website; any computer viruses, information, software, linked sites, products and services obtaining through this Website; or otherwise arising out of the access to, display of or use of this Website) whether based on a theory of negligence, contract, tort, strict liability, consumer protect protection statutes, or otherwise, and even if the Orbitz   Companies, the Orbitz Partners and/or their respective suppliers have been advised of the possibility of such damages.   Orbitz is not liable for any costs incurred due to hotel relocation. Orbitz is unable able to honor the compensation/credit request   Orbitz request that the Revdex.com advises the customer, we consider this issue as closed and will no longer address this issue any further. We thank you for allowing us to address this matter further.     Sincerely,   [redacted] Corporate Customer Service

Dear [redacted], The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you further. It is my understanding that you needed to cancel your reservation, but you were not able to speak with anyone at Orbitz for assistance. I appreciate the opportunity to review...

and respond to your concerns. On behalf of Orbitz, I apologize for the disappointing experience and the inconvenience this caused you. Please know as a travel agency, most airlines do give us the option to void a nonrefundable ticket within a specific time period in case there are errors made. This is a courtesy we make available to our customers. However, the time period is very strict, and once the time has passed; we can no longer offer this service. Throughout the booking process, we post a banner of how long you have to take advantage of this service. For your reservation; you would have needed to cancel before 10P CT on Jan 22, 2016. If the reservation is not canceled by the deadline; the reservation is reported to the airline, and the airline fare rules become effective. Per [redacted] Airlines; this ticket is non-refundable. If you are unable to reach anyone in Customer Service Department; you also have the option of canceling the reservation on the website under your “My Trips.” [redacted], we certainly regret to hear of your disappointment. However, we make every effort to ensure our customers are aware of the courtesy cancellation time period. You are truly a value customer, and we hope to have an opportunity to serve you in the future. Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

Complaint: [redacted]
I am rejecting this response because:It is false because I called both orbits and the airline right after the notification and spent hours on the phone to be told that everything was fine and taken care of. I called again before the flight multiple times to be told again and again there was no issue and my ticket was valid only to arrive at the airport and was involuntary bump from my flight. It's orbits responsibility to compensate us as per the federal guidelines for us being bumped off our flight because of their negligence. 
Sincerely,
[redacted]

August 3, 2017   Revdex.com Chicago, Illinois Complaint Department Re: Orbitz Case #: [redacted]   Dear Revdex.com,     Thank you for taking the time to contact Orbitz regarding an issue from our customer.  We appreciate the Revdex.com allowing us to address...

the comments and concerns which have been brought to our 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 Jeanie Brand (Revdex.com case number [redacted]) regarding a flight reservation.  We understand Ms. [redacted] is requesting Orbitz change the flight. On July 29, 2017, we received receipt of the Revdex.com complaint.   Our records reflect on February 1, 2017, the customer self-booked a flight reservation. Travel is on Qatar Airways, departing August 3, 2017, from Washington to Nairobi, Kenya; and returning on August 11, 2017, from Nairobi, Kenya to Washington, via itinerary number [redacted]. The customer is stating due to an airline schedule change, the customer contacted Orbitz. The customer is stating that Orbitz exchanged the flight; however the routing for the return was incorrect.       Upon further researching this matter, we can confirm on July 27, 2017, the customer contacted Orbitz due to the airline schedule change. The customer advised that they did not agree on the flight option provided by the airline. Orbitz contacted the airline; they provided another flight option. Orbitz advised the customer, who agreed on the flight. Orbitz processed the exchange.   On July 28, 2017, the customer contacted Orbitz advising that the previous agent who assisted them exchanging the flight made an error with the routing. The customer advised that the return should be in Washington and not in Houston, Texas. Orbitz advised the customer we would need to review the call recoding.   In reviewing the account, on July 31, 2017, Orbitz resolved the customer’s complaint by correcting the flight without any additional cost to the customer. The travel is active for August 3, 2017, and the flight information is departing August 3, 2017, from Washington to Nairobi, Kenya; and returning on August 11, 2017, from Nairobi, Kenya to Washington, via itinerary number [redacted].   We apologize for any inconvenience this may have caused and would like to assure the customer that their business is important to us.   We thank you for allowing us the opportunity to address the issues that were brought to our attention.    Sincerely,   [redacted] Corporate Customer Service

Dear Ms. [redacted] The Revdex.com has shared with us your recent correspondence regarding your experience with Orbitz. It is my understanding you wish to make a change to your Orbitz confirmation number PBORB-842-940-770.  I appreciate the opportunity to review your account and...

respond to you.As I have previously advised you via our email exchange, I found that you booked your flight and chose the return on November 26.  We certainly understand that mistakes can be made especially on the website. However, we show the flights that were confirmed are the flights that were requested at the time of booking.  As an agency, Orbitz is required to follow the airline’s change fee policy.Furthermore, I found that you contacted American Airlines to make changes to your booking.  Orbitz no longer had control over your booking.  Any further changes or requests would need to be directed with American Airlines. As we no longer have access to the new tickets issued, your “My Trips” may not update properly.  You would need to contact American Airlines for any further changes or concerns regarding your flights.  Ms. [redacted] we know this is not the answer you had hoped for, and we apologize for any inconvenience this may have caused.  We appreciate your business, and we hope you will provide us with a future opportunity to serve you in the future with your travel needs.Sincerely, Luisa [redacted]Orbitz Customer RelationsChicago, IL

July 14, 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 reservations. We understand the customer is requesting that Orbitz process a refund for the [redacted] Airlines portion of her flight itinerary [redacted].Our records indicate that on May 23, 2016, the customer booked combined one way fare flight reservations – itinerary [redacted] – using the self-service tool on the Orbitz website. Travel on June 4, 2016, was on [redacted] Airlines, departing from Minneapolis, Minnesota to Los Angeles, California. Travel on June 8, 2016, was on [redacted] Airlines, departing from Los Angeles, California to Minneapolis, Minnesota, for two passengers.Upon further research, on July 14, 2016, Orbitz confirmed with [redacted] Airlines that a refund had been processed on July 9, 2016, by [redacted] Airlines. The amount of time it takes to receive a refund depends upon the length of time it takes both [redacted] Airlines and their credit card company to process refunds. Please note that Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers.  Each airline has its own specific set of policies and procedures, as does each ticket purchased or package reserved. [redacted] Airlines and [redacted] Airlines were the operating carriers and merchants of record (the entities that received the customer’s funds and the companies that charged their credit card). Any change fees are set and collected by the airlines. We hope you understand that we must abide by the rules and restrictions set forth by travel providers with which we do business, such as [redacted] Airlines and [redacted] Airlines. Please accept our apologies in regards to Ms. [redacted] recent travel experience. We regret any inconvenience that may have occurred and would like to assure her that your business is important to us. Despite her recent experience, we encourage her to continue to use Orbitz for your future travel arrangements.We hope that with the information provided, we have addressed all of the customer’s concerns and look forward to assisting them further with their future travel needs.If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,  [redacted]Tier 3 Customer Service

Dear Ms. [redacted] The Revdex.com has shared with us your recent correspondence regarding your experience with Orbitz. It is my understanding that you are requesting a refund for your stay at the Melia Tropical All Inclusive from September 12-14, 2014. I appreciate the opportunity to...

review your account and respond to you. On behalf of Orbitz, I would like to apologize for any frustration this has caused you. Please know that we do regret your disappointment; however, we have contacted the property on several occasions and a refund has not been granted. Unfortunately, as Orbitz has been charged in full for your bookings, and we are unable to offer a refund. Nevertheless, we do value you as a customer, and as a gesture of sincerity for your disappointing experience we have added $332.50 in Orbucks to your account. They are valid until January 20, 2017 and are available to be used towards your next qualifying prepaid hotel booking. Ms. [redacted] we appreciate your business and hope you will continue to use Orbitz in the future for your travel needs. Sincerely, Shalon [redacted] Orbitz Customer Relations Chicago, IL