Orbitz

July 13, 2016Revdex.comComplaint Department – Orbitz Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret to hear [redacted] did not accept our response and/or resolution offered.Our system automatically notates whenever activity is made online and whenever a call comes in. It is set up this way so that we may keep written track of online activity in the booking as well as agent activity in the booking for instances just as these. According to our records, the client booked their cruise online at 929pm on 6/21/16. At 930pm on 6/21/16 the passenger accepted the invoice which clearly stated that she has booked a 3 day sailing on [redacted] of the Seas  departing on 7/29/16. (See attached PDF of confirmation which is the same confirmation the client has previously accepted.) Our invoices are live-linked. This means they are linked directly to what we have in our system at any given time and update “live” whenever there is activity on the reservation and/or invoice.  This allows clients to revisit the link in their confirmation email to open the invoice and review details of their trip as many times as they choose. Had the client not accepted the invoice, the automated system that is connected to the invoice “accept” button would not have had reason to record the activity in our system. The logarithm is designed so that the absence of activity indicates there is nothing for the system to document. By accepting the invoice the passenger also accepted that she was given documentation outlining the details of her booking to include the sail date, itinerary, costs associated with the booking, and cancelation policies for both [redacted] Cruise Line and [redacted] Group/Orbitz Cruises.  The passenger then called in 3 days later on 6/24/16 at 628pm stating that the online system booked the wrong date. However, all clients must choose their sail date themselves. The system cannot randomly choose a sail date for them and our agents aren’t authorized to randomly choose reservations and make changes to them without the request of the client. This would be a waste of company resources and put our clients and their vacations in jeopardy. Furthermore, prior to submitting payment, the website gives a vacation summary outlining the ship, sail date, charges, and cancelation policies. The client must accept these terms in order to submit payment. Because the client accepted these terms once online prior to submitting payment and again 1 minute later when they received their invoice, we cannot accommodate their wishes as it was user error, not a system glitch or agent error.  No changes were made to the booking by [redacted] Group/Orbitz Cruises. This indicates that the client simply did not review her booking properly before submitting payment and accepted the invoice. If the client had called the day of booking and requested to change the date, the cruise line would have been able to accommodate without penalty as they do generally allow same day changes without penalty.  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] Customer Support

November 29, 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 Ann Leung (Revdex.com case number [redacted]) regarding a hotel reservation. We understand from Ms. [redacted] complaint she is requesting a refund due to a recently submitted Best Price Guarantee claim.Our records indicate on November 15, 2016 the customer self-booked a hotel reservation for two travelers using Orbitz.com. The customer purchased a one night hotel reservation at [redacted] Kagoshima, checking in on January 15, 2017 and checking out on January 16, 2017.Starting on November 15, 2016 the customer submitted multiple BPG claims. After reviewing the claims we understand that some 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 16, 2016 we are able to validate the customers claim. As of November 29, 2016 Orbitz has submitted a refund of $3.06. We request the customer contact our customer service after travel is completed and refer to case number [redacted] to expedite the addition of 50 Orbucks to their account.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

March 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 the customers complaint he is 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 Mr. [redacted] 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 Mr. [redacted] 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,[redacted]Tier 3 Customer Service

Dear Mr. [redacted], The Revdex.com has shared with us your correspondence regarding your recent experience with Orbitz. It is my understanding you contacted our Customer Service team regarding your stay at the Quality Inn, Orbitz booking number [redacted], due to the dates of stay being...

incorrect. You were advised that you could cancel and rebook for no penalty; however, you have been charged the amount of $102.56 for the reservation. I appreciate the opportunity to review your account and respond to you.   On behalf of Orbitz, I would like to apologize for any frustration or inconvenience this has caused you.   After further review we have confirmed when you contacted Orbitz on January 29, 2016 our agent did contact the property and was advised by the hotel representative that no penalty would be collected if you canceled the original reservation and rebooked a new reservation. Therefore, Orbitz has processed a refund in the amount of $102.56 which will appear back to the original form of payment within 3 to 5 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

Complaint: [redacted]
I am rejecting this response because: First, when I talked with the representative on september 5th I had to other choice to accept the flight. I was abroad on a island with limited connection, making an international call more than 2 hours, explaining my problem to at least 5 different people. The business can see the details of the call, I was connected to wrong person at least 3 times. ( I think that might be intentional). During this time, my sister who was the passenger was on her way to airport for a flight that she was not gonna be allowed ( of course no other place to stay etc).  I already told the representative that I will take this to court, them selling a ticket they are not allowed to buy is a big deal. I did not accept their apology, told them already that the trouble they caused is way bigger than what they offer which was 100$. Even for that they are lying. Just from curiosity I attempted to use the 100$ coupon for a hotel, but after 3 attempts I was not successful using it. They probably offered something invalid. If they dont reimburse the flight and pay the international call fee, I will take this to small count claims. I am still not asking for the cruise that I missed while I was dealing with their mistake
Sincerely,
[redacted]

June 6, 2017
 
Revdex.com
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.
Our records reflect that on May 18, 2017, [redacted] booked a three-night stay at the [redacted] Hotel from May 26, 2017, through 29, 2017. We have confirmed the reservation was purchased by the customer or an authorized user on the account, on Orbitz website, without the assistance of an Orbitz representative.
We understand from Ms. [redacted] complaint, that she is seeking a refund for the reservation and for parking which she stated should have been free. Ms. [redacted] stated that she contacted our office prior to booking and was assured a view of the harbor. She says the room she booked a “room with view queen” but, she was informed by the hotel that they do not offer rooms with views. Ms. [redacted] is also requesting a refund for parking expenses because she received an email which mentioned free parking.
We accessed Ms. [redacted] account and noticed that she contacted our office by phone this morning seeking a refund. The room type that was selected by Ms. [redacted] was a Deluxe Room, 1 Queen Bed. No mention of a view. The policy of the hotel was made available during the booking process and stated that parking height restrictions apply. We are truly sorry if there was a misunderstanding in regards to how this was interpreted, however; by acting as your own travel agent, it is your responsibility prior to completing the purchase, to review and verify all travel details.
We also noticed that we were not contacted during Ms. [redacted] stay at the hotel. If one of our customers has an unsatisfactory experience during their trip, we try to assist our customers to resolve any issues they encounter. Moving forward we encourage Ms. [redacted] to contact our customer service team from the hotel if the accommodations are not satisfactory upon arrival. This enables us to attempt to find a resolution at that time, rather than after the fact. We contacted the hotel on her behalf , but our refund request was denied. While we understand Ms. [redacted] concerns, we do not see any error by Orbitz and as a result, we are unable to
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 Correspondence Team

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 Mr. [redacted] complaint he is requesting a refund of the cancellation fee.Our records indicate on May 25, 2017 the customer self-booked a one-way flight reservation on Orbitz.com. The flight reservation was operated by [redacted] India with flights departing from Mumbai to Chicago, IL on July 20, 2017.We are able to verify that the customer called Orbitz on June 3, 2017 and canceled his flight 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. As [redacted] 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. Based on the fare rules the customer agreed to at the time of booking, his ticket was refundable after sustaining a penalty of INR 15000. As this reservation was purposefully reserved by Mr. [redacted] with no error on Orbitz end we are unable to authorize a refund of the reservation.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]Tier 3 Customer Service

July 2, 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 a hotel reservation. We understand Ms. [redacted] is requesting a refund of her hotel reservation.Our records indicate that on May 9, 2016 the customer self-booked a hotel reservation for three travelers using Orbitz.com. The customer purchased a three night hotel reservation at [redacted] by [redacted]l Panama City, checking in on June 3, 2016, and checking out on June 5, 2016.Upon further research, we are able to verify that the customers card was authorized for the total amount of $257.40. When the customer called customer service on May 9, 2016 Ms. [redacted] canceled the reservation causing the authorization to fall off of the card. If the customer’s account is still showing that she is being charged for the canceled hotel reservation we advise her to provide the below order number to her banking institution.Order Number: [redacted]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:I am not asking Orbitz to arrange transit visa for me. You are charging extra booking fees on top of flight cost. It's your professional/ethical responsibility to tell me that I might need transit visa. Had that notified I would have arranged it. You are not giving complete details while booking the ticket. In fact your customer care told me that had I called agent that time he would have told me. why is this difference. You should give disclaimer to the customers booking ticket online that on site we won't give you complete details please call Customer care.You can not hide behind that it's not responsibility. I am ready to take legal action, results doesn't matter. Legally who is correct I am not sure, but morally/Professionally/Ethically it's your responsibility to provide full details.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/08/24) */
Dear Ms. [redacted]
The Revdex.com has shared your recent correspondence pertaining to the confusion on the website regarding the Aerial tram at[redacted]. I appreciate the opportunity to review your account and respond to your...

concerns.
My understanding is that you booked a hotel room for South[redacted] through our site. During the
booking process, we also advertised an aerial tram. You felt that it was not described enough in detail,
as there are two trams, one close to the hotel you were staying at, and also one about one hour away at
North[redacted]. When you booked this, you thought it was the tram that was adjacent to the hotel you were booked at. You contacted us on August 22nd and explained to
our agent [redacted] that this information was wrong and misleading. You stated she was very rude
and was not willing to assist you in refunding the cost.
On behalf of Orbitz, I apologize for the inconvenience and the customer service issues you experienced. I have reviewed this booking and have submitted this information to the appropriate team to have the website updated to show more specifically that the location is North[redacted]. I have also processed a refund for you for $64.00. The refund will go back to your original form of payment, the Mastercard ending in [redacted] Please allow approximately 7-10 business days for the refund to appear on your account.
Ms. [redacted] please be assured that we appreciate your business. We hope to have a future opportunity to restore your confidence in our products and services.
Sincerely,
[redacted]
Orbitz Customer Relations
Initial Consumer Rebuttal /* (2000, 7, 2015/08/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you!!! I appreciate you taking the time to respond, refund, and more importantly addressing the misrepresentation of the ride on the website so other people don't run into this issue... Just this morning I tested doing this again and it still shows "Aerial Tram Ride" with no clear indication of the location of the ride!
Thanks a lot!

Complaint: [redacted]
I am rejecting this response because their website states its 48 hours prior to check and they are now saying that refers to only packages only and not flights. After I did the booking which was done online, I contacted their agent to confirm their price guarantee policy as I booked very early or I would have taken insurance. Their agents need to know their policies if they are going to answer customers. With that said - I will leave this matter now and never book with Orbitz again. Thank you for your follow up.
Sincerely,
[redacted]

November 24, 2016
 
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 November 2, 2016, Ms. [redacted] self-booked an Orbitz.com hotel reservation via booking number [redacted] in the amount of $54.02. We understand from the customer’s complaint, she found a lower of $46.88 and a best price guarantee application was submitted. Ms. [redacted] also stated Orbitz is not complying with the best price guarantee rules and is requesting a refund of the price difference and the $50 Orbucks to be placed on her account.
 
Orbitz’s goal is to provide an exceptional customer experience, as a one-time courtesy, a credit in the amount of $7.14 was processed back to the original form of payment and $50.00 Orbucks were placed on the customer’s account. We do regret any inconvenience she has encountered in resolving this matter. As the issue has been resolved to the customer 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]
Corporate Customer Service

December 28, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our 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 fromOrbitz is responding to the consumer complaint from Neil [redacted] (Revdex.com case number [redacted] regarding a hotel reservation. We understand from the customers complaint he is requesting a refund of his hotel reservation as he did not realized he booked it in error. Our records indicate that on November 24, 2016 the customer self-booked a hotel reservation for two travelers. The customer purchased a seven night hotel reservation at the Aparthotel Adagio Muenchen City, checking in on September 20, 2016, and checking out on September 27, 2016. The customer was able to open and review the confirmation email the same day at 2:09 PM.On November 26, 2016 our records reflect Mr. [redacted] submitting multiple Best Price Guarantee requests for this itinerary. Due to the hotel not being the same the claims were denied. On November 28, 2016 Mr. [redacted] contacted our customer service to request the cancelation of his reservation. Per the terms and conditions of the reservation agreed to upon booking the reservation.The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.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. Due to this Orbitz is unable to issue refunds for non-refundable reservation unless the property manager authorizes the refund. We are able to confirm that this matter was resolved on December 16, 2016 when a full refund of the customers reservation was issued. The amount of time it takes the customer to receive the funds depends on the customers banking institution.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:again the same answer is given repeadily. The prices were continuously advertised for over an hour at more than half the cost so there was nothing live about it. This is not acceptable nor is how it has been handled I will not use your site anymore nor will anyone I know. I am very disappointed and I feel like I was lied to and the practices done by your company were dishonest and false advertising. 
Sincerely,
[redacted]

Dear Ms. [redacted],
The Revdex.com has shared your recent correspondence pertaining to your nonrefundable tickets. I appreciate this opportunity to respond to your concerns.
I found that you booked a ticket on March 12, 2015, for travel on November 25, and you purchased trip insurance...

with [redacted]. Recently, you needed to cancel the trip due to a death in the family. You believe that travel insurance you purchased should cover the refund of the ticket. I apologize for any inconvenience this may have caused.
Orbitz has confirmed your reservation history in our website logs, as well as the underlying airline reservation system. We have confirmed that the flight was booked correctly, with the terms and conditions of the ticket along with the insurance policy explaining the reasons for a refund presented.
Orbitz, as with any travel agency, is required to apply the fares at the exact moment of your booking. The ticket was sold with the understanding that the fare was non-refundable and certain restrictions apply. As a distributor of tickets for the airline, we do not have authorization to refund non-refundable tickets. Non-refundable ticket rules include airline waivers only in the event of the death of the traveler or spouse; 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.
Ms. [redacted], because [redacted] is a third party vendor, you will need to contact them directly to process your claim. You can find the information to process a claim at [redacted]travelinsurance.com and go to the "file a claim tab".
Thank you for bringing this to our attention. We appreciate your business, and we hope you will provide us with a future opportunity to restore your confidence in our products and services.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL

March 23, 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 they requesting a refund of her canceled tickets to be expedited.Our records indicate onJanuary 13, 2017 the customer self-booked a flight reservation on Orbitz.com. The flight reservation was operated by [redacted] Canada with flights departing from Minneapolis, MN to Shanghai on March 11, 2017, and returning on April 1, 2017.We are able to verify that the customer called Orbitz on March 5, 2017 due to their reservation being canceled. At that time were able to verify that the customers reservation was canceled by the airlines due to their particular flight reservation not being available. 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. Please note, [redacted] Canada was the merchant of record and the company that charged the customer’s credit card. On March 5, 2017  Orbitz processed a refund for the customers flights. The refund was sent to the original form of payment. The amount of time it takes the customer to receive depends on the customers banking institution.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 receive assistance with you flight reservation and its associated charges. 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.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 8, 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 hotel reservation. We understand from Mr. [redacted] complaint he is requesting a refund due to a recently submitted Best Price Guarantee claim.Our records indicate on April 21, 2017 the customer booked a hotel reservation for two travelers. The customer purchased a one night hotel reservation at [redacted] Saigon Hotel & Spa, checking in on May 7, 2017 and checking out on May 8, 2017.After further review of the customer’s account we can confirm that on December 24, 2016 the customer canceled the hotel reservation. Since the reservation was canceled prior to check-in the customer was issued a full refund. At this time we are unable to further assist with this matter.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 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 31, 2017, the customer self-booked the reservation. During the booking and checkout path on our website, it was disclosed that Orbitz does not provide Passport/Visa requirements for international travel. The emailed confirmation that was sent did provide this information as well.   The customer has a flight credit with [redacted] Canada; which is valid for 1-year from the original date of issue of April 16, 2017. The customer would be responsible for the imposed [redacted]line change fee of $300.00 per person; plus any fare difference.   Please note that if the tickets are not used within the timeframe, [redacted] Canada will consider the tickets as a lost value.   Based on the above Orbitz is unable to honor the refund request and or compensation. 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

March 20, 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 refund request. Our records show that on March 02, 2018, Ms. [redacted] or an authorized user self-booked an Orbitz.com non-refundable hotel reservation via booking number [redacted] with a check-in date of March 02, 2018. The check-out date was set for March 3rd, 2018. We understand from Ms. [redacted] complaint, she admits she made the booking online and minutes later called Orbitz to try to cancel the reservation. Ms. [redacted]r is requesting a refund of the total amount paid of $179.16USD. Upon researching the customer’s complaint, we can confirm that this was an error made on the part of the customer as stated on the complaint. We have reviewed the call Mr. [redacted] made to customer support on March 2nd. Mr. [redacted]r admits to having booked a non-refundable hotel reservation and wants to change the check-in date to March 3rd. Upon being told this our agent informs Mr. [redacted]r that she will contact the hotel and attempt to receive authorization for a refund. The Orbitz agent calls the hotel and is not given authorizatin to refund the reservation and is not authorized to change the date as the hotel agent mentioned the same room type is not available for March 3rd. The Orbitz agent clearly explains this to Mr. [redacted]r and he politely requests to speak to a supervisor. The supervisor checks the reservation, checks to see if there is anything he may offer, and advises that we could only assist by making another reservation. The hotel at no point authorized a refund and the customer understood the agents at all times. On March 3rd, 2018, Ms. [redacted]r filed a Revdex.com complaint to try to get this reservation refunded. Orbitz’s goal is to provide an exceptional customer experience. We do regret any inconvenience he has encountered in resolving this matter. In the future, we do suggest Mr. and Mrs. [redacted]r verify the hotel penalty period before booking a hotel reservation. They may also contact Orbitz or whomever they book with by phone. Because of the information provided 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] Corporate Customer Support

August 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 hotel reservation. We understand from the customers complaint that they are unhappy about charges sustained when changing their reservation.Our records indicate on August 3, 2016 the customer self-booked a hotel reservation for two travelers using Orbitz.com. The customer purchased a one night hotel reservation at [redacted] And Suites Huntsville, checking in on August 13, 2016, and checking out on August 14, 2016.On July 17, 2016 Orbitz advocated on the customers behalf and contacted the Holiday Inn Express Elkhart North. They advised that on July 22, 2016 the customers card was authorized per policy. The customer was never charged and they advised that the authorization was dropped off the customers card within a week. At this time we are unable to offer further compensation.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. Based on the cancellation and change policy that Mr[redacted] agreed to at the time of booking, the room type and rate selected are non-refundable. Should the customer change or cancel this reservation for any reason, the payment will not be refunded.On August 12, 2016 the customer called Orbitz multiple times in regards to changing the dates of the hotel reservation. Due to the hotels cancellation and change policy Mr[redacted] agreed to at the time of booking our agents were unable to change the customers reservation without authorization from the hotel. Per documentation multiple agents contacted the [redacted] And Suites Huntsville on the behalf of the customer to request authorization to change the reservation without the customer sustaining any changes. Each time our agents called the property the hotel representative refused to provide their name or authorization to change the reservation. Due to this Orbitz was unable to change the customers reservation.Finally on August 12, 2016 a supervisor was able to contact the [redacted] And Suites Huntsville and receive authorization to change the customers reservation without Mr[redacted] sustaining any change fees. As this matter was resolved on August 12, 2016 successfully we are unable to refund the customer for his hotel reservation.If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,[redacted]Tier 3 Customer Service