Orbitz

March 23, 2017Revdex.comComplaint Department – OrbitzRe: 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.Once again, we would like to apologize for the inconvenience you have experienced, and our regrets that we are 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.As previously advised we are able to verify that no additional charges were incurred when changing Mr. [redacted]’s ticket. 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. Due to this we are unable to authorize any additional compensation. We thank you for allowing us to address this matter further. 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 ridiculous! Orbitz did not contact [redacted] Airways contacted them because the agent [redacted] called the number for me! [redacted] Airways couldn't make any changes because Orbitz had a lock on the reservation!!! This is a lie on the part of Orbitz! Upu are a third party in charge of the reservation and wouldn't allow [redacted] Airways to help me in any way not even to pay a change fee! Orbitz has put in in a bad financial position ! I want my money back and you should be reimbursing me for the new tickets I had to purchase! My next step is contacting the news!
Sincerely,
[redacted]

Initial Business Response /* (1000, 10, 2015/07/28) */
Dear Ms.[redacted]
The Revdex.com has shared your recent correspondence pertaining to a package booking that was made recently on our website. I appreciate the opportunity to review your account and respond to your concerns. My...

understanding is that you are stating there was a website error when the booking was made which then reflected incorrect dates for the hotel reservation. You contacted Orbitz, and an agent named [redacted] stated that you would be given a $50.00 or $100.00 future travel credit. When you contacted us back, the second person, a manager named Matthew stated he could not see any notation that credits were offered.
On behalf of Orbitz, I apologize for any inconvenience. In review of the booking, this was self-booked,
the dates that were booked, would have to be entered by the person making the reservation.
I have reviewed our records, and I do show that a future travel voucher for $100.00 was issued to you.
Here are the instructions for redeeming the 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 XXXXXXX and my letter offering the $100.00 future travel 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 July 27, 2016.
Thank you for the opportunity to review this matter with you. Please be assured we value your business and look forward to serving you in the future with your travel planning needs.
Sincerely,
[redacted]
Orbitz Customer Relations

July 4, 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 a hotel reservation.  We understand Mr. [redacted] is requesting compensation.  On July 3, 2017, we received receipt of the Revdex.com complaint.   Our records reflect July 2, 2017; the customer self-booked a pay later hotel reservation at the [redacted] Motor Inn, Myrtle Beach with a check-in date of July 2, 2017, and a check-out date of July 3, 2017, via itinerary number [redacted]. The customer is stating once at the hotel, the hotel did not have the reservation.   Upon further researching this matter, we can confirm on July 3, 2017, the customer contacted Orbitz advising that the hotel did not have any rooms available. Orbitz refunded the customer and offered to re-book the customer to a different hotel; however the customer declined to be re-booked.-   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.  Based on the above, Orbitz is unable able to honor the compensation/credit request.   We thank you for allowing us the opportunity to address the issues that were brought to our attention.    Sincerely,   [redacted] Corporate Customer Service

Complaint: [redacted]
I am rejecting this response because: It doesn't  satisfy the customer and clearly shows no concern for the customer. I am demanding some type of compensation for everything I have gone through with your company.
Sincerely,
[redacted]

September 13, 2017
 
Revdex.com
Orbitz.com - Alaska, Oregon & Western Washington
Complaint Department
 
Re: Orbitz Case #: [redacted]
 
Dear Revdex.com,
 
Thank you for taking the time to contact Orbitz, 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 [redacted] (Revdex.com case number [redacted] regarding a refund request for a flight booking.
 
Our records reflect on September 2, 2017 the customer accessed Orbitz.com and self-booked itinerary [redacted] for a round trip flight departing on September 22, 2017 from Bismark, ND for Lawton, OK and retuning September 25, 2017 with [redacted] Airlines being the validating carrier and merchant of record who billed the customer’s credit card. 
 
The customer states he attempted to access Orbitz.com to cancel his flights within twenty-four hours of booking and was unsuccessful.  We are not able to verify attempts to log into our site, however we do show his first phone call to our company requesting to cancel his itinerary was received on the afternoon September 5, 2017 when our agent notes show Mr. [redacted] asked if he could still cancel his ticket and the agent provided that he was outside the initial cancellation window and his fare rules state that [redacted] Airlines will hold a credit for a year, which can be used with a $200.00 re-booking fee. 
 
If the customer was unable to access Orbitz website, our agents are available 24/7 and had he immediately contacted us, we would have been able to assist in cancelling his itinerary within the twenty-four hour cancellation window provide by the airlines, for a full refund. 
 
Orbitz acts only as a third party booking intermediary and as such we must abide by the terms and conditions of the vendors who offer their services on our site.  As Mr. [redacted] waited three days to call Orbitz and request our assistance in cancelling his tickets, we were required to follow [redacted] Airlines fare rules that the customer agreed to when booking his tickets.  As [redacted] Airlines is the merchant of record, any refund would be processed by them.  Regrettably, Orbitz is unable to provide any refund for this itinerary as [redacted] Airlines will enforce their terms for this purchase.
 
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

January 7, 2018
 
Revdex.com
Orbitz.com - Alaska, Oregon & Western Washington
Complaint Department
 
Re: Orbitz Case #: [redacted]
 
Dear Revdex.com,
 
Thank you for taking the time to contact Orbitz, 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 Ms. [redacted] [redacted] (Revdex.com case number [redacted]) regarding a refund request of a cancelled flight itinerary.
 
Our records reflect self-booked itinerary #[redacted] for two combined one-way fares departing from New York, NY on January 4, 2017 to Los Angeles, CA aboard [redacted] Airlines and returning January 7, 2017 aboard [redacted] Airlines.  These fares, each being one way were billed individually by the validating carriers, [redacted] and [redacted]. 
Ms. [redacted] contacted Orbitz on December 25, 2017 to cancel the flights and the cancellation was processed by our agents, within the 24 hour free/refundable cancellation period the airlines allows for published airfare. 
Orbitz serves only as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers.  Orbitz does not own, operate or otherwise run any travel services or companies. When booking on Orbitz.com customers agree to our Terms of Use, which states in part:
The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of the [redacted] Companies or the [redacted] Affiliates. The [redacted] Companies and the [redacted] Affiliates are not liable for the acts, errors, omissions, representations, warranties, breaches or negligence of any such suppliers or for any personal injuries, death, property damage, or other damages or expenses resulting there from. The [redacted] Companies and the [redacted] Affiliates have no liability and will make no refund in the event of any delay, cancellation, overbooking, strike, force majeure or other causes beyond their direct control, and they have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority. 
As in this case, the airlines chosen are the Merchant of Record, which means they are the party that processed the charges on the customer’s credit card.  Any refund due must come from the airline and is provided on their timeline.  Orbitz has no ability to refund for airfare charged by the airline, nor can we alter their refund timeline.  In this instance, [redacted] did process an immediate refund, however, [redacted] Airlines did not and will do so on their normal refund schedule, which is most often within seven to ten business days, but can be up to two billing cycles.  Again, Orbitz has no control of their refund process.
 
Ms. [redacted] has been requesting that Orbitz provide her with a refund, but as Orbitz was only the booking intermediary and did not collect any funds from her, we are not able to agree to her request.  She will need to allow time for [redacted] Airlines to provide her refund.  She can access their website and track her refund or speak directly to their accounting department, providing her ticket number for their information on the refund expectation.
 
Orbitz regrets that we cannot offer more assistance in obtaining the refund, but we must abide by the processes of the vendors who offer services on our site.
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
 
[redacted]
Tier 3 Corporate Customer Service

February 24, 2018 Revdex.com Chicago and Norther Illinois Complaint DepartmentRE: 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 Xinli [redacted] (Revdex.com case number [redacted]) regarding a promotion. We understand Xinli [redacted] is requesting a refund.Our records show that Jianhua [redacted] or a person authorized for the account of Jianhua [redacted] booked through the Orbitz mobile site for a Trendy Suite with the Hanoi La Siesta Hotel Trendy, for one night checking in on January 27, 2018 for a total cost of $140.24. At the time of booking we can see that the person booking was viewing both a Trendy Deluxe room, and a Trendy Suite, with the same hotel. Both reservations had a promotion of 10% off applied which seems to be a promotion made by the hotel, and were for one night, with check in on January 27, 2018. No other promotions were applied to either room. The Trendy Deluxe room total cost displayed was $110.21, after taxes and fees, and the 10% off were all applied. The Trendy Suite total cost displayed was $140.24, after taxes and fees, and the 10% off were all applied. The person booking continue with the Trendy Suite for $140.24, completing the purchase. This is the hotel reservation that is the subject of this complaint. The billing provided prior to purchase showed the cost that was charged along with a breakdown of the suite’s base rate, and the taxes and fees total. By completing the booking the purchaser agreed to the amount paid as well as the terms of the reservation, and the website used to complete the purchase. As such Orbitz will not be able to provide the refund requested, and no refund or compensation will be provided for the booking.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,Denise [redacted]Corporate Customer Service

Complaint: [redacted]
I am rejecting this response because: I have yet received any confirmation of the new bookings that have been made for my mother and my nephew.  I would like an updated itinerary and confirmation # from Orbitz for the tickets that they have purchased.  I have used Orbitz for many years, the lack of communication with their customers when a problem arises is unacceptable if the communication was open there would be no need to file a complaint.  Please forward me the new itinerary and confirmation number for the tickets purchased. 
Sincerely,
[redacted]

Dear Mr. [redacted], The Revdex.com has shared with us your correspondence regarding your recent Orbitz experience. It is my understanding that when you booked your cruise reservations with Orbitz you were advised that if you canceled more than 120 days before departure there would be no...

penalty; however, when you called to cancel you were advised of a $200 total penalty to cancel. I appreciate the opportunity to respond to your concerns.   On behalf of Orbitz, I would like to apologize for any frustration this has caused you.   Please know we have processed a refund for the $200 penalty you were charged. The refund will appear back to the original form of payment within 7 to 10 business days.   Mr. [redacted], we appreciate your business and hope you will continue to use Orbitz in the future for your travel needs. Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

Dear Ms.
Vu, The RevDex.com has shared your recent correspondence pertaining to the
non-refundable stipulation regarding your airline tickets. I appreciate the
opportunity to review your account and respond to your concerns.From your
inquiry, you booked airline tickets on December...

6, 2014 for travel on December
23, 2014.  On December 18, 2014, you
contacted Orbitz Customer Service Agent to cancel your booking and were advised
the airline’s $100.00 change fee, $30.00 Orbitz service fee and plus any fare
difference when rebooking your tickets. 
On August 3, 2015, you contacted Orbitz Customer Service agent and used
the credits toward new bookings at lowest fare available on that day.  Also you were advised the fees of the
airline’s $100.00 change fee and $30.00 Orbitz service fee. And you agreed to the
terms, and your tickets were exchanged for your new dates and new tickets
reissued.    On
November 8, 2015, you contacted Orbitz Customer Service Agent to use the
remaining credit from your original tickets that you had exchanged on August
3.  The Orbitz Customer Service Agent
advised that you have no reminder credit and that your entire ticket values had
been used to rebook your new itinerary. 
Please let me explain how nonrefundable tickets work.  When you use a nonrefundable ticket towards a
new booking, the entire value of the ticket is applied to the new booking.  If the new fare is lower, most airlines do
not give out residuals.  In your case Sun
Country does not allow for residuals to be issued for future use.  This would be the same policy if the ticket
were booked with Orbitz or with the airlines directly. Please
understand that your original ticket price was $740.20 per ticket and your new
tickets that you exchanged were $614.20 per ticket.  If you had not used the ticket value of
$740.20, less the $130.00 change fee you, you would have had to purchase news
tickets for $614.20 and keep the original for future use if you were attempting
to use them towards a fare equal or greater, less the airline’s change fee and
any fare difference.  Also you go on to
say that you purchased a ticket for your father, and his fare was lower than
your new tickets.  Please understand
fares are subject to change at any time and based on availability. I apologize
for any inconvenience this may have caused. We are unable
to offer you a refund for your trip itinerary; however, as a gesture of our
sincerity, Orbitz will place 250 Loyalty points to your account.  These are available for you to use
immediately toward a prepaid qualifying hotel booking.  Ms. **,
thank you for bringing this matter to our attention.  We value your business, and hope you will
provide us with a future opportunity to restore your confidence in our products
and services.Sincerely,Luisa
[redacted]Orbitz
Customer RelationsChicago,
IL

July 3, 2017Revdex.comComplaint Department – OrbitzDear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret to hear Ms. [redacted] did not accept our response and/or resolution offered.After reviewing the information provided we are unable to locate any car rental reservation with confirmation number [redacted] Furthermore trip ID/order number [redacted] is not available within our system. Due to this we are unable to assist with this complaint any further. We thank you for allowing us to address this matter further. As this matter is unable to be resolved, we respectfully request the Revdex.com close this case.Sincerely,[redacted]Tier 3 Customer Service

August 5, 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 the customer is unhappy about not being able to utilize her hotel reservation.Our records indicate that on July 12, 2016 the customer self-booked a hotel reservation for two travelers using Orbitz.com. The customer purchased a one night hotel reservation at [redacted] Suites of Concord, checking in on July 18, 2016, and checking out on July 19, 2016.On July 18, 2016 the customer called customer service due to the hotel not being able to locate her hotel reservation. Per documentation the assisting agent called the hotel and was advised that due to the hotel being sold out the customer was not able to check-in. At Orbitz, we strive to provide the highest level of customer service, and it’s disheartening when one of our vendors does not work to meet that goal as well. We regret that Ms. [redacted] had a less-than-satisfactory experience when you stayed at the [redacted] Suites of Concord, and we hope that our relationship with her will not be negatively affected.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and the airlines and is subject to the rules and restrictions of those providers. At the time of booking, Ms. [redacted] agreed to the Terms of Use, which expressly provide as follows:The carriers, hotels and other suppliers providing travel or other services on this Website are independent contractors and not agents or employees of Orbitz. Orbitz is 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. Orbitz has 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.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

Initial Business Response /* (1000, 5, 2015/09/23) */
Dear Mr. [redacted]
The Revdex.com has shared your recent correspondence pertaining to seat allocations for tickets booked via the website. I appreciate the opportunity to review your account and respond to your concerns.
From your...

complaint, tickets were booked via the website on April 15, 2015 for travel on September 5, 2015. Initially, seats were allocated for specific flights; however, upon actually initiating the airlines' website; you were not provided the precise seats; you were asked to pay additional costs in order to be accommodated. You believe that Orbitz should have a better system in place regarding seat allocation. You feel that as a travel agency, Orbitz has the authority to control the seat maps which are provided by the specific airlines. Furthermore; your perception of Orbitz has become discontented due to the service you have received.
Mr. [redacted] I do understand your frustration as you booked seats in advance, only to have the exact opposite occur. Travel can be a hectic experience, and Orbitz does try to meet the expectations of our customers with current information made available on the website.
As an Internet travel agency, we try to provide as much information as possible to our customers, as provided to us by the carriers. When airline tickets are booked through Orbitz, the request is sent directly to the airline for confirmation of the space. The airline usually confirms the space to Orbitz in a matter of seconds. Orbitz, like any travel agency, cannot sell tickets for an unconfirmed or wait listed flight. All segments of the trip must be confirmed for a ticket to be generated.
Please be advised that the airlines do not inhibit seat selection based on where you purchase your ticket and provide the seat assignments to as many customers as possible when the reservations are made through Orbitz.com. The airlines will confirm some flights above the actual aircraft capacity and therefore, on these flights, seats will remain available for the reservation but seat assignments may not be available. In such situations, the airlines provide the seat assignment at the gate prior to the departure of the flight.
According to my research, after the booked was made, the airline,[redacted] initiated several schedule changes on May 30, 2015. With the changes, the seat allocations may have changed. Regrettably, I am unable to research in detail, regarding the seat allocations after the schedule changes.
We understand your dissatisfaction; however, carriers reserve the right to change their flight schedules at any time, with or without notice. During the booking process, Orbitz presents and customers must agree to the airline fare rules and Ticket Terms and Conditions. This policy is consistent throughout the airline industry, and the same rules would apply if you had booked the ticket directly from the airline or another travel agency.
On the Orbitz website, in the customer support section, we provide guidance for customers who require special seating assistance. We recommend that you contact the airline for seating assistance as Orbitz is not able to override any controls which the airline may have in place regarding its seating allocations.
Although I understand your frustration and dissatisfaction; we are confident that all pertinent information about the terms and conditions' policy was presented to you during the booking process.
Regrettably, Orbitz is not in a position to compensate for any expenses due to the situation presented.
Mr. [redacted] I understand this may not have been the answer you were looking for; however, we hope this explanation clarifies the reason Orbitz will not refund the amount desired of $656.00.
Sincerely,
[redacted]
Orbitz Customer Relations

Dear Ms. [redacted], The Revdex.com has shared your recent correspondence pertaining to your Best Price Guarantee claim. I appreciate the opportunity to review your account and respond to your concerns. It is my understanding that you booked a ticket reservation on our website on...

December 15, 2015 to travel to Moscow.  Days later, you contacted Orbitz Customer Service advising that you found a lower fare.  You also on to say that encountered a lack of professionalism on the part of our staff.  Our aim is to meet or exceed customer expectations.  Please know that I have reviewed your account, and I was unable to locate the phone call that you made to Orbitz Customer Service, after December 15, the last phone call log that I was able to locate was made on November 30, 2015.  Please know let me explain the terms of Best Price Guarantee.  The terms of the Best Price Guarantee for flights require that the claim is submitted 24 hours from the time you made your booking.  Also the flight number, carrier, class of service, and dates of travel for the same passengers, itinerary and cabin, where the comparable rate is at least $5 lower than the airfare booked on Orbitz.com, excluding any service, booking, processing, shipping, paper-ticket or other fees charged by Orbitz. Ms. [redacted], you confirmed your airline ticket on December 15, and per your email you note that you contacted Orbitz Customer Service days later.   Because the terms to Best Price Guarantee require that the claim be submitted within 24 hours of booking, your request was denied.  I apologize for any inconvenience this may have caused. Ms. [redacted], we wish our reply could be more favorable.   Please be assured that Orbitz values your business, and we hope to have a future opportunity to serve you. Sincerely, Luisa [redacted] Orbitz Customer Relations Chicago, IL

Dear [redacted],
The Revdex.com has shared with us your
correspondence regarding your recent experience with OrbitzIt is my
understanding you were upset the Best Price Guarantee for your stay at the [redacted]
Beach Hotel was deniedI appreciate the
opportunity to review your account and
respond to you
On behalf of Orbitz, I apologize for any frustration this
has caused you
Upon further research, we do show on February 13, 2016, you
did submit a request for price matching through our Best Price Guarantee
program; however, your request was denied due to the type of room used in the
comparison being different. After
reviewing your claim we agree that the room types, while having a different
title, are in fact the same room types; therefore, we will honor your request
for the Best Price Guarantee refund and Orbucks addition
Once you have completed your travel please contact Orbitz
and provide your case # S-[redacted] and ask the agent to add your $in
Orbucks and refund of $for your claim on itinerary # [redacted]Travel
does have to be completed and the Itinerary fully utilized before these can be
awarded
[redacted], we appreciate your business and hope you will
continue to use Orbitz in the future for your travel needs
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL

April 30, 2018
 
Revdex.com
Orbitz.com - Alaska, Oregon & Western Washington
Complaint Department
 
Re: Orbitz Case #: [redacted]
 
Dear Revdex.com,
 
Thank you for taking the time to contact Orbitz, 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 Ms. [redacted] (Revdex.com case number [redacted]) regarding an airline refund request.
 
Our records reflect on May 4, 2017 the customer accessed Orbitz.com and self-booked package Itinerary #[redacted] for a flight departing from Colorado Springs, CO on August 14, 2018 to Fort Leonard Wood, MO., a stay at the [redacted] Hilton in San Juan PRI September 14, 2018 to September 16, 2018, and a Vacation Waiver plan. 
The flight terms stated:
A non-refundable administration fee will be applied for changes and cancellations of bookings. Customers will be informed of the administration fee by their Customer Support Centre Agent at the time of their call.
The terms of the vacation waiver, with regard to cancellation and changes are:
Vacation Waiver
If you purchase a Vacation Wavier, you may change or cancel your Trip for any reason one time prior to the Scheduled Start Time, and we will:
•Process that change or cancellation on your behalf with the applicable travel providers (airline, hotel, rental car company, destination activity provider, etc.);
•Waive our own change or cancellation fees (if any);
•Return any amounts refunded by the travel provider(s) to you;
•Refund any amounts withheld by the travel provider as a change or cancel fee;
•Apply any travel credits awarded by a travel provider to your account with that travel provider (subject to provider’s redemption policies and restrictions); and
•When you redeem these travel credits, we’ll reimburse you for any change or cancellation fees you are charged by a travel provider at the time of redemption.
 
You are responsible for any increase in the cost of your Trip as a result of any change or cancellation.
 
Redeem and refund instructions
To redeem travel credits you've received in connection with the Vacation Waiver, you must contact  Customer Service. You'll also receive a refund for any change or cancellation fees imposed by the travel provider when you redeem your credits. This refund will be paid to the form of payment used to pay the initial fees.
 
How do I get a refund for my flight?
First, contact Customer Service to change or cancel your flight. The airline will refund your flight in the form of travel credits with that airline. You may then use those credits to purchase a new ticket on that airline. When you redeem those travel credits through Customer Service the airline will apply a change or cancellation fee in accordance with its redemption policy.
 
We will refund you an amount equal to the change or cancellation fee charged by the airline at the time of redemption. You will then be charged the full price of a new ticket on that airline, less the amount of any travel credits remaining in your account.
Note that the full price of the new ticket may be greater than the price of your original flight.
 
The hotel portion of the itinerary was cancelled and refunded on September 12, 2017 in the amount of $316.30 back to the customer’s original form of payment. 
 
While the flight is non-refundable, as the customer has the Vacation Waiver, she will need to contact our Customer Service by calling 1 [redacted] and advise the agent she wishes to make changes to her flight utilizing her Vacation Waiver.  If the agent she speaks with is having any difficulty, she may ask to be transferred to a management level representative to receive assistance.   Any change fees to rebook the flight can be refunded, after booking the new flight, under the Vacation Waiver.  Any increased cost of the new flight will be the customer’s responsibility.
 
We are not able to agree to a refund of her original flight and the Vacation Waiver plan. 
 
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

Complaint: [redacted]
 
I am rejecting this response because:Thank you for responding to my complaint.  In regards to my car rental with [redacted] Rent A Car on May 26, 2017, I was only given a confirmation number [redacted]) and trip ID/order number ([redacted]).  I purchased the car rental via [redacted] website which is powered by [redacted].  Under the "Customer Support" section of my itinerary, it states "for questions regarding your car reservation please contact Orbitz Customer Care at [redacted]7 or by email at [redacted]upport@[redacted].com."  My car reservation included a pick-up on May 26, 2017 and drop-off on May 29, 2017.  The Orbitz site automatically selected a time of 11:00 am for both the pick-up and drop-off.  When I booked this reservation, I was never given the opportunity to select my own times.  As a result, instead of being charged $19.32 per day, which is listed on my itinerary, I was charged $25.76 per day because I was off by a couple of hours with the pick-up and drop-off times.  I am happy to provide any additional information you may need.I strongly advise that Orbitz correct this issue on their site, as the only reason I booked my reservation with Orbitz is because I believed I was getting a lower rate.
Sincerely,
[redacted]

Dear Mr[redacted],
"Times New Roman","serif";">The Revdex.com has shared your recent correspondence pertaining to the airline imposed schedule changes that occurred to your flight, and your refund request. I appreciate the opportunity to review your account and respond to your concerns At Orbitz, we certainly understand the frustration that an airline imposed schedule change can cause. When a change occurs, we make every effort to accommodate our customers to their satisfaction. Airline schedule changes are not in the control of Orbitz, and as a travel agency, we must abide by the airlines rules when re-accommodating a customer Upon reviewing Orbitz record locator [redacted], I show that your original departure time on [redacted] was originally scheduled to depart at 12:59P with a connection via Cincinnati. [redacted] Airlines did process a change in schedule to [redacted] departing at 12:32P with a connection via Detroit.
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. I 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 carriage. Times shown in timetables or elsewhere are not guaranteed and form no part of this contractCarrier 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
Mr[redacted], please understand your schedule change was initiated by [redacted] Airlines, and they reserve the right to change their flight schedules at any time. As the change that occurred to your departure time was only minutes, this would not fall under a change where a refund would be authorized. Nevertheless, we have contacted [redacted] Airlines twice on your behalf, but the request was denied with each call.
We certainly understand your disappointment, but the change that occurred is considered minor and does not qualify for a refund. Thank you again for the opportunity to address your concerns Sincerely,
[redacted]
Orbitz Customer Relations
Tell us why here

September 23, 2017 Revdex.com   Complaint Department   Re: [redacted] 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 refund for a recent flight booked through Orbitz.   We researched this matter further regarding an airline schedule change that was caused by the airlines. Our records show we were able to contact the airlines and they approved a full refund and cancellation for your flights in the amount of $1,206.66 on September 22, 2017. You should expect to receive your refunded within 1 to 2 billing cycles back to credit card ending [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] Corporate Customer Service