Orbitz

Dear [redacted], Thank you for the follow-up response. Again, I do apologize for your continued disservice with Orbitz. We certainly empathize with the inconveniences you encountered. However, we feel that Orbitz disclosed all correct pertinent travel information regarding your itinerary at the time of booking. As Orbitz is a US based company; all the fares on our website are in USD unless otherwise noted. The reservation was canceled and refunded, minus the refund penalty.As the funds for the tickets are with WestJet and not Orbitz; we are unable to honor your request to have the refund penalty refunded. [redacted], thank you again for allowing me to review this with you.Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

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.
Thank you for understanding and providing me the credit.
Sincerely,
[redacted]

June 10, 2017Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our 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 Ms. [redacted] complaint she is requesting a refund for her canceled flight reservation.Our records indicate on March 27, 2017 the customer self-booked a round trip flight reservation on Orbitz.com. The flight reservation was operated by [redacted], with flights departing from Toronto to Nashville on June 17, 2017, and returning on June 24, 2017. The customer also purchased a “Flight Total Protection Plan.”Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. As [redacted] was the merchant of record and the company that charged the customer’s credit card, we have to abide by their rules and regulations. Based on the fare rules the customer agreed to at the time of booking, the tickets were non-refundable with a change penalty fee of $100 per passenger would be charged. In addition, the customer would be responsible for any difference in fare. Due to the above we are unable to refund the customers ticket.Orbitz offers the “Flight Total Protection Plan” so our customers can have the ability to be reimbursed for the cost of flight interrupted for covered reasons such as illness of a family member. Please review the summary of coverages below:Pre-Departure Trip Cancellation:We will pay a Pre-Departure Trip Cancellation Benefit, up to the amount in the Schedule, if you are prevented from taking your Covered Trip due to your, an Immediate Family Member’s, Traveling Companion’s, or Business Partner’s Sickness, Injury or death or Other Covered Events as defined, that occur(s) before departure on your Covered Trip. The Sickness or Injury must: a) commence while your coverage is in effect under the plan; b) require the examination and treatment by a Physician at the time the Covered Trip is cancelled; and c) in the written opinion of the treating Physician, be so disabling as to prevent you from taking your Covered Trip.If the customer is seeking further compensation we suggest she await a response from the insurance company. [redacted] Travel is our administrator for assistance and can be reached by calling [redacted] or email: [redacted]@aon.com. Their office hours are 8:00 AM - 10:00 PM ET, Monday - Friday; 9:00 AM - 5:00 PM ET, Saturday.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

April 20, 2018
Revdex.com
Complaint Department- Orbitz
RE: Case number-[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 the opportunity to further clarity the comments and concerns which have been brought to our attention.
Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a refund for a canceled return flight reservation.
Our records reflect that on December 14, 2017, Mr. [redacted] self-booked a combinable one-way flight, departing on December 29, 2017 on [redacted] Airlines from Jacksonville, NC, to Louisville, KY and returning on [redacted] Airlines January 15, 2018.
We understand from Mr. [redacted] complaint that he canceled his return flight due to military reasons. The customer contacted Orbitz to request a refund for the canceled flight and we explained [redacted]’s cancelation policy. It was advised at the time of booking that that Mr. [redacted]’s flight with [redacted] was non-refundable, non-transferable and name changes were not allowed. The airline cancellation policy was provided on the customer’s flight itinerary. For one-way fares cancellations ticket is non-refundable. NOTE –Ticket has no value unless passenger cancels ticketed flight reservation prior to ticketed departure time. The airlines will charge a $200.00 reissue fee and difference in the new airfare (if applicable).
On January 13, 2018, our service representative suggested to Mrs. [redacted] to contact [redacted] to file an insurance claim. The terms and conditions of the policy were clearly defined on the customer online itinerary, as well as at the time of booking that the insurance benefits will cover a canceled flight due to sickness, injury or death of the insured. The cancellation insurance policy purchase does not cover flight cancellations due to military orders.
On March 26, 2018, Mrs. [redacted] contacted Orbitz to use the flight credits from Mr. [redacted] return ticket toward a new flight booking. Ms. [redacted] advised that AON denied the claim. We explained the cancellation policy to Mrs. [redacted] and recommended that she contact [redacted]'s Military Desk at [redacted] since the ticket was originally cancelled due to military orders. Mrs. [redacted] declined.
Since Mr. [redacted] booked the reservation online, we believed that the terms and conditions were reviewed and the details indicated on the itinerary page as both the acknowledgment and agreement are required prior to completing the purchase which states the following:
Additional terms and conditions will apply to the reservation and purchase of travel—related goods and services that were selected.
 
The customer agrees to pay any cancellation or change fees that you incur. The customer agreed to abide by the Terms of Use imposed with respect to your prepaid hotel reservations.
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the Orbitz Companies or the Orbitz Partners. The Orbitz Companies and the Orbitz Partners are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The Orbitz Companies and the Orbitz Partners have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the travel supplier, which can be found on the supplier’s website. You 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 services.
On April 13, 2018, Orbitz issued a refund to the original form of payment in the amount of $156.30 as a one-time courtesy. As previous advised, allow 7-10 business days for the amount to reflect on Mr. [redacted] bank statement. Once again, 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

Complaint: [redacted]
I am rejecting this response because:   Orbitz did a three-way call with me on the phone prior and confirmed with a man that works at the resort that they would cancel this and never charge me .!!! there are notes in the system as they were having a hard time getting through to the resort and they finally they reached the main manager who confirmed he was not going to charge me but they charge me $2500 anyway and I never stayed at this resort 
Sincerely,
[redacted]

Dear M*. [redacted], The Better Bu*ine** Bureau ha**hared your recent corre*pondence with Orbitz *o that we may a**i*t you further. It i* my...

under*tanding that you encountered i**ue* while trying to confirm re*ervation* on our web*ite. You never received a confirmation, but your credit card wa* charged for four ticket*, when you only needed two. After *everal attempt*; you were able to get a refund for the duplicate ticket* minu* a $150 penalty. I appreciate the opportunity to review your account, and re*pond to your concern*. On behalf of Orbitz, I *incerely apologize for the di*appointing experience, and the inconvenience thi* ha* cau*ed. After reviewing your information, I wa* unable to locate a re*ervation with the email addre** u*ed to forward your corre*pondence. In order for u* to re*earch the i**ue* of what occurred; we will need the Orbitz booking number, the ticket number, and the email addre** for the re*ervation for which you received the refund, and we will be happy to review. *incerely, [redacted] Orbitz Cu*tomer Relation* Chicago, IL

January 10, 2018 Revdex.com Orbitz 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 a flight.  We understand you are seeking a refund for flights due to a pricing error. We researched this matter further and our records show a flight reservation departing from San Francisco, Ca to London, England, with a connection in Paris was booked via our website by Mr. [redacted] or an authorized user to their Orbitz account. Our records show the airlines did not honor the price due to a system error as a result no tickets were issued. The refund was processed on January 5. 2017 to card ending 2078 in the amount of $636.61 for itinerary number [redacted]; you should expect to receive your refund within 1 to 2 billing cycles, as the refund will be coming from Air [redacted]
[redacted]ave also submitted the refund request to the airlines and you should expect to refund in the amount of $636.61 as of January 10, 2018, please allow 1 to 2 billing cycles to see refund reflected back on to your account. We apologize for any inconvenience this may have caused. 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

September 7, 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 a hotel reservation. We understand from the customers complaint she is unhappy her partners Orbucks not being applied to the booking.Our records indicate on September 1, 2016 the customer self-booked a hotel reservation for a one night stay at the [redacted] Inn by Wyndham Denver checking in on September 1, 2016 and checking out on September 2, 2016.After reviewing the customers step-by-step booking process we are able to confirm that the initial account that was signed into was the account under the name of Adrian. When the user began to search for hotels they were no longer signed into their account. After sifting through multiple hotels and checking the prices we are able to confirm that for each checkout page the total amount displayed for the [redacted] Inn by Wyndham Denver was $136.90. When booking the reservation we are able to verify that there was no account signed in. Through our system we are able to verify that the reservation was booked under the account with the name [redacted] We apologize about the inconvenience of the reservation being booked under [redacted] account. We would like to advise the customer that even though Orbitz’s website does not provide an option to save account information there is a possibility of her account information being saved under her browser settings therefore pre-populating. As the individual booking the reservation agreed to the price of the reservation prior to inputting the credit card details. We are unable to authorize a refund of the customers reservation.If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,[redacted]Tier 3 Customer Service

Tell us why here...January 18, 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 Brett [redacted] (Revdex.com complaint [redacted]) regarding a refund request. Our records show on December 20, 2016, Mr. [redacted] booked an Orbitz.com airline reservation via booking number [redacted], with a trip start date of January 26th, 2017. We understand from Mr. [redacted] complaint, he was not advised of the correct price of the ticket and this caused him additional fees. Mr. [redacted] claims he did not agree to purchase the tickets at the total charged price of $224.18. Mr. Mr. [redacted] is requesting a refund for the amount of the booking due to the issues caused by wrong information provided and fees he has received from his financial institution. We have proceeded to process a full refund of $224.18. 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 he has encountered in resolving this matter. As a refund has been given to the customer and the issue has been resolved to Mr. [redacted] desired outcome, 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

January 28, 2017Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our 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 package reservation. We understand from Ms. [redacted] complaint she is requesting credit on her current reservation due to the inconvenience experienced when booking the reservation.Our records indicate on January 12, 2017 the customer self- booked a package reservation for one traveler. The customer purchased a three night hotel reservation at the Treasure Island Hotel and Casino checking in on March 1, 2017, and checking out on March 4, 2017. The customers flights are operated by [redacted] Airlines, departing from Tampa, FL to Las Vegas, NV on March 1, 2017 and returning on March 4, 2017.Per Ms. [redacted] complaint she tried to book a package multiple times with different travel agencies. When a customer makes a purchase, Orbitz applies a credit authorization toward the credit card to determine if the card is valid. This is a temporary hold and if a booking is not successful, the full authorization may remain on the customer’s credit card; however, each bank or credit card company policy is different. Although the credit card authorization is attempted on our website, they are not charges from Orbitz. We regret that the customer was inconvenienced by recent charges when attempting to book their flights. Typically, our system authorizes a small amount to ensure that the credit card is valid. Once we receive that authorization, we forward the information to the airline so that they may charge the customer directly for the flights.We apologize for any inconvenience this lapse in time may have caused Ms. [redacted]. We would also like to apologize for the customer service issues experienced in trying to obtain confirmation of her reservation and its associated charges. We would like Ms. [redacted] to know that every reservation is important to us and our main goal is to provide a smooth and pleasant experience to our members. At this time we are unable to offer any compensation due to the issue experienced.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

February 4, 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 Jacob [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from the customers complaint he is unhappy about the price increase experienced while attempting to book a reservation. 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.Orbitz strives to provide the highest level of customer experience and for that reason; the Orbitz website has recently undergone several upgrades that may be causing errors to occur. We regret that this upgrade may have caused frustration while researching travel arrangements, and that the service Mr. [redacted] has come to expect from Orbitz was less than satisfactory. At this time Orbitz is unable to purchase tickets for Mr. [redacted].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

August 19, 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 a flight reservation. We understand from Ms. [redacted] complaint she is requesting a refund due to a site error.Our records indicate on August 2, 2016 the customer called Orbitz due to being charged for Frontier flights that she was unaware was purchased. We can confirm that this matter was resolved when the customer was refunded a total of $1,016.00. The time it takes the refund to post to the customer’s account depends on the time it takes the customer’s credit card company to process refunds.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

Complaint: [redacted]
I am rejecting this response because the issue is still unresolved.Ms. [redacted]Thanks for the update.
Sincerely,
David [redacted]

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 reservations. We understand the customer is requesting a full refund for their hotel reservations. Our records indicate that on June 2, 2016, the customer booked hotel reservations – itinerary [redacted] – using the self-service tool on the Orbitz website. Hotel 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 $55.20 back to Ms. [redacted] original form of payment and 6.92 in Orbucks was credited to her Orbitz account. The 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 needs. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,  [redacted]Tier 3 Customer Service

September 27, 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 a flight reservation. We understand from Ms. [redacted] complaint she is requesting credit for a future flight.Our records indicate on September 2, 2016 the customer self-booked a round trip flight reservation on Orbitz.com. The flight reservation was operated by [redacted] with flights departing from Atlanta, GA to San Diego, CA on September 17, 2016, and returning on September 24, 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 providers. As [redacted] was the merchant of record and the company that charged the customer’s credit card, we have to abide by their rules and regulations. Based on the fare rules the customer agreed to at the time of booking, the tickets were non-refundable and non-changeableOn September 16, 2016 the customer called Orbtiz to change her flight. Per documentation when the customer was advised at that time that if she would like to change her ticket she will have to sustain a change fee of $200 to utilize the rest of the credit for the ticket. We apologize about the misinformation that was provided by our agent.On September 27, 2016 Orbitz reached out to [redacted] and confirmed that Ms. [redacted] was able to change her flight reservation without sustaining a change penalty fee due to providing medical documentation. Once again, we would like to apologize for the inconvenience you have experienced, and our regrets that we were unable to offer you a more satisfactory solution to this problem. It is disheartening when our clients feel that we have not met the standards to which we hold our organization and employees, as we attempt to provide the most efficient, quality service available.Despite the customers recent experience, we do value his business. Orbitz is willing to issued a $75 Orbitz Travel Coupon to use on a future trip, due to the inconveniences. This coupon is valid towards the future purchase of an E-Special Rate hotel reservation, either as a stand-alone hotel or in a vacation package. The coupon will appear in the booking path for the next qualified reservation, and it is valid until one year from the date of this letter.As the customer doesn't have a permanent account we are unable to provide the coupon at this time. We request that Ms. [redacted] create a permanent account and respond to the Revdex.com providing an email address to the new account. Upon doing this we will issue a $75 coupon to the customers permanent account.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 4, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #[redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our 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 hotel reservation. We understand from the customers complaint they are unhappy about a submitted best price guarantee claim.Our records indicate on October 29, 2016 the customer self-booked a hotel reservation for two travelers using Orbitz.com. The customer purchased a one night hotel reservation at [redacted] Johnson Express Inn - [redacted] checking in on November 24, 2016 and checking out on November 25, 2016.Starting on October 29, 2016 the customer submitted multiple BPG claims. After reviewing the claims we understand that all claims were denied due to the lower rate not be available at the time of validation. We apologize for any inconvenience this lapse in time may have caused. We would also like to apologize for the customer service issues experienced in trying to obtain a price match of the reservation. We would like the customer to know that every reservation is important to us and our main goal is to provide a smooth and pleasant experience to our members.After further review of the lowest price match submitted by the customer on October 29, 2016 we are able to validate the customers claim. As of November 4, 2016 Orbitz has submitted a refund of $0.54. 50 Orbucks was also added to the customer’s account.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

July 21, 2016Revdex.comComplaint 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 Brian [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from the customers complaint she is requesting a refund of the residual flight credit.Our records indicate on May 9, 2016 the customer self-booked two one-way flight reservation using Orbitz.com for two travelers. The departing flights were operated by [redacted] Airways, with flights from New York, NY to St. Maarten departing on May 26, 2016. The return flights were operated by [redacted] Airways, with flights from St. Maarten to New York, NY returning on May 30, 2016.As per the terms of use within the supplier rules and restrictions:• 6. Orbitz may offer you the opportunity to book a reservation for a combination of two one—way tickets instead of a roundtrip ticket. Combined one-way tickets may provide a greater choice of flights, are often cheaper and can be combined on the same airline or on different airlines. Unlike roundtrip tickets, each one-way ticket is subject to its own rules, restrictions, and fees. If one of these flights is affected by an airline change (e.g. cancellation or rescheduling) that causes you to make changes to the other flight, you will be responsible for any fees incurred for making changes to the unaffected flight.As of May 24, 2016 the customer called customer service to cancel his flights. Per our records the customer called on June 13, 2016 to change her departure [redacted] ticket and her return [redacted] ticket. Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Based on the documentation our agent called [redacted] and was provided a waiver code to change the customers flights without sustaining change fees. Based on the fare rules agreed upon by Mr. [redacted] at the time of purchase the ticket is non-refundable.As an effort to advocate on the customers behalf we contacted [redacted]. They advised us that they have taken over the customers one-way departure tickets. The customer now holds a total of $991.80 ($495.90 per ticket) worth of credit within his [redacted] “TrueBlue” account. This credit  may be redeemed online or through [redacted]s customer service. In regards to the customers one-way return tickets we are able to verify that on June 13, 2016 the passengers new tickets were cheaper than their original tickets. Due to this there was a residual credit (MCO) of $449.17 per ticket. After further research we are able to confirm that the customer does have an active MCO under numbers [redacted]. When the customer is ready to utilize this credit, we suggest that the customer contact our customer service department and provide case number [redacted]We would like to apologize for the inconvenience Mr. [redacted] may have experienced, and for any lack of service he received while trying to resolve this issue. Despite his recent experience, we do value his business. Orbitz provided the customer with two $100 Orbitz Travel Coupons for use on a future trip. These coupons are valid towards the future purchases of an E-Special Rate hotel reservations, either as a stand-alone hotels or in a vacation packages. These coupons will appear in the booking path for the next qualified reservation, and it is valid until one year from the date of this letter.We 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

March 22, 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 full refund of his flight reservation.Our records indicate that on December 23, 2016 the customer self-booked a round-trip flight reservation for one traveler. The customers flights were operated by [redacted] Airlines, departing from Newark, NJ to Tulsa, OK on December 24, 2016 and returning on December 30, 2017 from Tulsa, OK to Newark, NJ.From time to time and for a variety of reasons, airlines issue schedule changes. We understand that these changes can be inconvenient, time consuming and not customer friendly. However, 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. American Airlines was the operating carrier and merchant of record for the customers departure flights (the entity that received the funds and the company that charged the credit card) on this itinerary. Orbitz has no control over when, or how often, airline initiated schedule changes occur. Orbitz cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies.On December 23, 2016 the customer contacted our customer service department multiple times for assistance in regards to his flight change. Our records reflect that the agent that changed the customers flights did not change the first leg of the customers flight. Do to that the customers new ticket did not have a flight departing on December 24, 2016 from Newark, NJ to Detroit, MI.We apologize for any inconvenience this lapse in time may have caused you. We would also like to apologize for the customer service issues you experienced in trying to change your reservation. We would like you to know that every reservation is important to us and our main goal is to provide a smooth and pleasant experience to our members. After further investigation we are happy to see that on December 23, 2016 a corporate customer service agent was able to purchase a new departure flight at no cost to Mr. [redacted]. As Mr. [redacted] was able to fully use both flights on both itineraries we are unable to authorize a full refund of his reservation.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

May 24, 2016Revdex.comComplaint Department – OrbitzDear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the 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 recent flight reservations. As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate reply. At this time, we respectfully request additional time from the 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

June 27, 2017   Revdex.com Chicago, Illinois Complaint Department Re: Orbitz.com Case #[redacted]   Dear Revdex.com,     Thank you for taking the time to contact Orbitz.com 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.com is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.   Orbitz.com is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a hotel reservation.  We understand Mr. [redacted] is requesting a refund. On June 24, 2017, we received receipt of the Revdex.com complaint.   Our records reflect on March 28, 2017, the customer self-booked a package reservation. Travel was on Delta Airlines, departing June 13, 2017, from New York to San Juan, Puerto Rico; and returning on June 18, 2017, from San Juan, Puerto Rico to New York. The package includes a hotel stay at the Wyndham Garden Palmas Del Mar with two rooms, via itinerary number [redacted] The customer is stating that they booked the all-inclusive room type for both rooms; however once at the hotel the customer did not receive the room type.   Upon further researching this matter, we can confirm on June 13, 2017, the customer contacted Orbitz.com advising that the room types were not all-inclusive. The customer advised that the hotel would allow the customer to be upgraded for the all-inclusive; however the hotel would impose a fee of $240.00 per person. Orbitz.com advised the customer that the room type that was selected was the traditional room with one king bed for each room.   Orbitz.com advised the customer that the information was provided to the customer at the time of the booking and that the emailed confirmation that was sent did provide this information as well.   Orbitz.com does not offer the all-inclusive room type to be booked on our site; this room type can only be booked directly with the hotel.     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.   Based on the above, Orbitz.com is unable to honor the request for the refund.   We thank you for allowing us the opportunity to address the issues that were brought to our attention.    Sincerely,   [redacted] Corporate Customer Service