Orbitz

Complaint: [redacted]
 
I am rejecting this response because:i called them and the agent was given the same price as I was eyeing. She even tried to book it on her end and was unable to. The price given was the same for 3-4 hours. I missed out on [redacted] price because I took the time to book it through Orbitz. I tried again, many times over and over and it kept offering me the same lower price, but always gave me the same message to "try again in a few moments." Finally after several hours, it still offered the same price, but a new message appeared saying "the price changed" when I tried to book it. If I had received that message from the start, there'd be no issue. It is not right to offer a price and give a message to try again in a few moments. That time it took to try several times is the reason I lost the price directly from [redacted]. The fact that I used your site and it gave me the message to "keep trying" is what ended up costing me the extra money. Again, if the site had said the price changed after one of my first few attempts, I could have got it from [redacted] much cheaper.
Sincerely,
[redacted]

August 9, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted]
Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our 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 Annie [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from Ms[redacted] complaint she is requesting a new ticket to be issued at the rate at which it was booked.Our records indicate on June 25, 2016 the customer self-booked a round trip flight for one traveler. The flight reservation was operated by [redacted] Airlines, with flights departing on August 30, 2016 from Nanjing to Los Angeles, CA on January 31, 2017.On June 25, 2016 [redacted] Airlines notified Orbitz that the customer’s credit card information was not accepted therefore we reached out to the customer for a different form of payment. Due to the customer not providing that information we were unable to issue the customers tickets. Our records reflect multiple calls being made into customer service by Ms. [redacted] in regards to her flight tickets. On July 5, 2016 the customer contacted our customer service in regards to assistance issuing her tickets. Per documentation the agent offered to honor the original rate by having Orbitz cover the difference in rate and book a new reservation for the customer which included one stop. The customer declined this offer.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. We utilize a real-time airline reservations database that contains current ticket prices and availability. The database is updated regularly as fares change and seats are sold. In addition, the airline limits the number of seats available for discounted fares; as the discounted seats sell out fast, those airfares are no longer available. Consequently, it is possible that a specific fare that is available when customers book their reservations will no longer be available when it comes to ticketing the reservation. Airfares are subject to change until the tickets and the reservation is confirmed. Orbitz is unable to change or alter the fares provided by the airlines therefore we are unable to book Ms. [redacted] ticket at the rate originally quoted.When finalizing a reservation on Orbitz.com, the user agrees to the specific rules and restrictions provided during the booking session. As set forth in the Orbitz Terms of Use:SUPPLIER RULES AND RESTRICTIONS:Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. 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 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. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.We thank you for allowing us the opportunity to address the issues, brought to our 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 [redacted],The Revdex.com has shared your recent correspondence pertaining to the new flights reserved during your exchange process. On behalf of Orbitz, I apologize for any confusion, and appreciate the opportunity to review your account and respond to your concerns.At Orbitz, we...

understand the importance of properly confirming our customers’ choices throughout the booking process; whether the booking is confirmed via our online service or via an agent directly. To ensure that our agents’ have properly heard each request, the agent will provide a full recap of the choices they have made prior to confirming the reservation. Please know that we have reviewed the call recording of your exchange process. Upon reviewing the call, it does verify that our agent recapped the chosen flights on two occasions during the phone conversation, and the dates were agreed to.  I do see that a second exchange was processed with a total add collect of $504.45 was charged.  [redacted], The date of August 20th was only available at a higher rate.  The higher difference in fare would have been required to be paid, and this is not something Orbitz is able to refund.  Due to the confusion, we have refunded half of the $300.00 penalty fee charged.  Also, as a gesture of our sincerity, we have also processed a refund of the $30.00 Orbitz fee.[redacted], we certainly apologize for any confusion that occurred, but we have verified that our agent properly recapped the flights chosen, and permission was granted to process the change. Please understand that Orbitz does not hold the funds for the penalty fee or the difference in fare, and we are unable to grant your refund request for a full refund of the exchange cost. Thank you again for the opportunity to address your concerns. Sincerely, [redacted] Orbitz Customer Relations Tell us why here...

February 14, 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 Ms. [redacted] did not accept our response and/or resolution offered.As Ms. [redacted] booked the reservation using a payment plan through Affirm she was able to set up a monthly payment option. Since Affirm payed Orbitz in full and has a separate payment plan set up with the customer we are unable to verify the amount that was actually paid for the reservation. Since we are not the company that the customer set up the payment plan with we are unable to refund the 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

Complaint: [redacted]
I am rejecting this response because:  the reservation type was available for the dates that I was asking to change to. June 13th through June 15th as were available on Orbitz booking site on June 12th at the time of the call. The reservation was a no-show due to the reservation being made the evening of June 12th. It was physically impossible for me to reach Sedona to check in on that evening hence the IMMEDIATE call to correct the incorrect date booking with Orbitz. It it is my sincere hope that Orbitz will find a way to refund me this or cancel my reservation as I still have a survey pending in my email with an expiration date of July 4th.  I haven't filed it out yet giving them the opportunity to correct the poor customer service which has been provided to me.
Sincerely,
[redacted]

Dear [redacted],   The Revdex.com has shared with us your correspondence regarding your recent experience with Orbitz. It is my understanding you state when you booked your flight reservation to Georgetown that the return date was to be for May 31, 2016; however, it was actually...

booked for May 28, 2016. I appreciate the opportunity to review your account and respond to you.   On behalf of Orbitz, I would like to apologize for any frustration this has caused you.   Please know Orbitz has confirmed your reservation history in our website logs, as well as the underlying airline reservation system.  We have found ­­­May 28, 2016 to be the original return travel date selected, and are unable to explain the reservation discrepancy you described.   [redacted], it is the responsibility of the Orbitz member or the person using the account on the member’s behalf to confirm all travel specifications before completing the booking process.  Throughout the booking process, the website recaps the selections made by the customer.  Within minutes of the booking, Orbitz also generates an ‘Orbitz Travel Document’ email confirming the flight dates, flight numbers, and times.  Furthermore, our customers may review their booking at any time in their online 'My Trips' profile.    After further review of your reservation I do show that you have canceled your reservation. A refund in the amount of $745.48 was processed on February 17, 2016. The amount will appear back to the original form of payment within 7 business days.   We wish our response could be more favorable. 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 [redacted]th,   The Revdex.com has shared with us your correspondence regarding your recent experience with Orbitz. It is my understanding you were upset to learn that your reservation to New Delhi did not qualify for our Best Price Guarantee program due to the address on your...

credit card being a [redacted] address. I appreciate the opportunity to review your account and respond to you.   On behalf of Orbitz, I would like to apologize for any frustration this has caused you.   Per the terms and conditions of our Best Price Guarantee program only reservations purchased with a credit card with a billing address within the United States will qualify. Nevertheless, we do value you as a customer and as a onetime courtesy we have approved your claim; therefore, once you have completed travel you will receive a refund of $48 and bonus Orbucks in the amount of $50.   [redacted]th, 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

October 27, 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 [redacted] (Revdex.com complaint [redacted]) regarding a refund request for an airline reservation. On March 18, 2017, Ms. [redacted] booked two one-way tickets. The first ticket is scheduled on [redacted] Airlines from Dallas to Fort Myers on November 21st, 2017, and the second ticket was scheduled with American Airlines from Fort Myers to Dallas on November 25th, 2017. The amount paid for the first ticket was $249.95. The amount paid for the second ticket was for $258.80. Ms. [redacted] also purchased travel insurance which can be used in case of a qualified reason, which she was explained does not qualify since the reason for her change at that time was a change in plans. Ms. [redacted] called Orbitz twice on October 14, 2017. The first call she was on dropped through no fault of the customer or the agent. On the second call Ms. [redacted] was asked to hold for two minutes while the agent reviewed the reservation details. Ms. [redacted] did not hear the agent and kept talking believing the agent was on the line. When the agent came back on the line Ms. [redacted] explained that she was moving to Florida and would not need the ticket. Ms. [redacted] asked if she could be refunded for the tickets however these are non-refundable. Ms. [redacted] also asked if she could transfer a ticket to her brother, this is also not possible because neither ticket is transferable. Ms. [redacted] is now requesting a refund of her tickets in the total amount of $508.75USD plus the amount paid for the insurance $36.00USD (total $544.75). Upon researching the customer’s complaint, we can confirm that Ms. [redacted] was made aware on October 14th, 2017, that no refund could be provided and that the tickets are also non-transferable to another person. Ms. [redacted] was advised that she could cancel the flights on the reservation before November 21st, 2017, and keep flight credit after paying the change fee on each ticket. Ms. [redacted] was advised one of the change fees is $200.00USD. In case Ms. [redacted] would like to exchange the tickets as mentioned, she will need to contact Orbitz by phone to provide the details of travel. We would also like to add that during the call Ms. [redacted] mentioned she would “have to bite the bullet on this one”, meaning she understood if she did not use the tickets they would be considered lost value. Orbitz’s goal is to provide an exceptional customer experience. As you may know, Orbitz.com acts as an independent agent for reservations for airlines, car rental companies, and hotels. We are unable to change rules imposed by the airline or provide credit for the value of a ticket or tickets that will not be used. We do regret any inconvenience Ms. [redacted] has encountered in resolving this matter. Based on the information provided above, Orbitz considers this matter closed. Sincerely, [redacted] Tier 3 Customer Service

July 28, 2017   Revdex.com Chicago & N. 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. Our records reflect that on July 6, 2017, Ms. [redacted] booked a set of combined one-way flights flights from Los Angeles, California to Nashville, Tennessee. §  Combined one-way fares offer customers the option to book multiple one-way fares in a single itinerary, which allows for more flight options and greater value. §  There are separate airline rules and restrictions, including fees, for the departure and return directions of combined one-way fares. We understand from Ms. [redacted] that she canceled the flights on online the same day that she booked them after finding a lower rate. She stated that after some time had passed, she noticed that she had not received a refund for the return portion of her itinerary. Ms. [redacted] contacted our office for assistance on July 19, 2017, to report that an error occurred on our site which resulted in a refund for the outbound flights, not the return flights. According to our documentation, we reviewed the path that Ms. [redacted] took while cancelling her outbound flights and discovered that no error had occurred. Although she canceled the outbound portion of her flights, the return portion was not canceled remained active. We advised Ms. [redacted] that we were unable to offer a refund under the circumstances. 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

February 3, 2017Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted]Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from Sharon [redacted] We regret to hear Ms. [redacted] did not accept our response and/or resolution offered.Orbitz is responding to the consumer complaint from Sharon [redacted] (Revdex.com case number [redacted] regarding a flight reservation. We understand from Ms. [redacted] complaint she is requesting compensation due to inconveniences experienced when trying to utilize a recent ticket.As previously advised, Per documentation the tickets were already issued and records sent to the airlines. Our records reflect multiple calls being made into customer service by Ms. [redacted] in regards to her flight tickets. We apologize about the system issued that caused there to be confusion between the airlines and Orbitz. We are able to verify that the customer reservation was able to be successfully exchanged and fully utilized.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.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

Dear Ms. [redacted], The Revdex.com has shared your recent correspondence pertaining to the airline imposed schedule change that has affected your reservation. On behalf of Orbitz, I apologize for this disappointing experience, and 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 notify and accommodate our customers to their satisfaction. However, airlines do have regulations that must be followed when new flights are chosen. 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 your account, I do show that the last airline imposed schedule changes updated on your record by either airline was in March, and notifications forwarded.  No further flight changes or cancellations had been generated to your reservation by the airline for Orbitz to forward a notification.  Airline schedule changes are processed by the airline directly, and they have the authority to do so at anytime with or without notification. Ms. [redacted], we certainly regret your disappointment in our services, but please know that airline schedule change are out of the control of Orbitz. Orbitz does not hold the funds for the tickets reserved, and as a travel agency, we are required to follow all airline rules and restrictions. Thank you again for the opportunity to address your concerns, but we are unable to offer any further compensation. We do appreciate your business, and hope that we have a future opportunity to serve you. Sincerely, [redacted] Orbitz Customer Relations Tell us why here...

Complaint: [redacted]
I am rejecting this response because:Dear Sir or Madam,the Orbitz response is unacceptable. They ignored the fact that I called them prior to 24 hours expiration of free tickets cancellation and fooled me with the cost of the same airlines tickets for a different day for exchange with much lower fee. It is simply ignorance toward their customers. [redacted]

Dear Mr. [redacted], The Revdex.com has shared your recent correspondence pertaining to your request to cancel you hotel booking; however, when you contacted our Service Center, they were unable to locate your reservation, but you were charged for the booking.  On behalf of Orbitz, we...

apologize for any confusion, and appreciate the opportunity to review your account and respond to your concerns. With the information provided in correspondence, we were unable to locate an account or itinerary. At this time, we are requesting that you please provide an itinerary number and/or the email address used to make the reservation.  The itinerary number can usually be found on the line of the charge card statement.  You may submit the information through the complaint submission on the Revdex.com website. This information will enable us to appropriately address the situation and upon receipt, Orbitz will be able to assist further.We thank you for allowing us the opportunity to address the issues, brought to our attention.                Sincerely,[redacted]Orbitz Customer Relations Tell us why here...

December 2,
"Arial","sans-serif"">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 attentionOrbitz 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 Cindy [redacted] (Revdex.com complaint #[redacted] regarding the refund request.
Our records show on November 6, 2016, Ms[redacted] self-booked an Orbitz.com hotel reservation via booking number [redacted] in the amount of $of that amount $were Orbucks and the rest was paid with a credit cardWe understand from Ms[redacted]'s complaint, upon cheat the hotel she was advised no reservation was found and after contacting customer support several times no proper resolution was givenThe customer is requesting a full refund of the amount paid for the reservation and further compensation due to poor service given by the hotel and Orbitz customer support
Upon researching the customer's complaint, we can confirm on November 21, 2016, a full refund of $was process back to each original form of payment, $I Orbucks went back into her account and $went back to the credit card usedWe can also confirm when Ms[redacted] brought this matter to our attention on November 23, 2016, a $coupon was placed on her account
Orbitz's goal is to provide an exceptional customer experienceWe do regret any inconvenience she encountered in resolving this matterAs the issue has been resolved to Ms[redacted]'s desired outcome with a refund and further compensation given, 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]
Orbitz Corporate Customer Service

December 13, 2017 Revdex.com Orbitz Complaint Department   Re: Orbitz Case #: O-146759 Dear Revdex.com,  Thank you for forwarding the Revdex.com consumer rebuttal from Michael Beaulieu. We regret to hear Michael Beaulieu did not accept our response and/or resolution offered. We contacted the hotel and were advised the reservation was used; as a result we cannot honor a refund. As previously mentioned we send the reservations over to the hotel after the booking is complete we are unclear why this particular hotel had a problem locating the reservation in this situation. Thank you for allowing us to address this matter further.  As this matter has been resolved and no additional information has been provided, we respectfully request the Revdex.com close this case.  Regards, Kiki Ramsey Corporate Customer Service

Dear Ms. [redacted], The Revdex.com has shared your recent correspondence with Orbitz regarding the Best Price Guarantee claim you filed. I appreciate the opportunity to review your account, and respond to your concerns. On behalf of Orbitz, I sincerely apologize for the disappointing...

experience, and the frustration this caused you. Please know we have approved your claim. The Orbucks have been removed from the account, and a refund in the amount of $68.65 was processed to the Master card ending in 9342. This should post to your account within 3 to 5 business days. The current balance on your Orbucks account is $56.42 in Orbucks, and these are available to use toward a prepaid qualify hotel booking. This amount does include the $50 bonus Orbucks. Ms. [redacted], thank you for allowing me to review this with you. We appreciate your business, and we hope to have an opportunity to serve you in the future. Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

Dear [redacted], Thank
you for the quick response. Please know I was able to get approval from the hotel
to process a refund. They agreed not to charge Orbitz, so I have refunded
$395.37 to the Master card ending in [redacted]. This should post to the account
within 3 to 5 business days.Sincerely, [redacted] Orbitz
Customer Relations Chicago,
IL

April 11, 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 [redacted] did not accept our response and/or resolution offered.Per the customers complaint we understand that the customer is requesting a refund due to the inconveniences experienced while attempting to change his reservation. 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.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. [redacted] 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.After further reviewing the customers flight reservation we are able to confirm that the customer was able to change his reservation directly with the airlines. Due to this the customer was able to fully use the reservation. Due to this we are unable to refund the customers reservation.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

Dear Mr. [redacted],   The Revdex.com has shared with us your recent correspondence regarding your experience with Orbitz. It is my understanding you state when you contacted our customer service team regarding the credit from your canceled flight you were advised the reservation had...

been refunded; however, you have since learned the reservation was not refunded and you do have a credit but you have already booked a new reservation. You are requesting the credit be applied to the new reservation you booked. I appreciate the opportunity to review your account and respond to you. On behalf of Orbitz, I would like to apologize for any frustration this has caused you.   At Orbitz, we do understand the importance of our agents accurately and efficiently handling our customer’s requests. Please know that I have reviewed the call on March 12, 2016 to verify that our agent properly addressed your concerns. When you were first connected with the agent they asked for the Orbitz record locator you were calling about and you provided the locator [redacted], which was the United Airlines reservation that was canceled and refunded due to a schedule change, and not [redacted], which was the [redacted] Airlines ticket that was canceled for a future use credit. Therefore, all the information provided to you was for [redacted], as this is the reservation you advised you were calling about.   During the call the agent advised you that the reservation had been canceled and a refund provided back in August 2015; however, you stated you had received an email regarding this reservation that instead of a refund you had a credit to use towards a future booking. Our agent then contacted United Airlines to confirm whether you had received a refund or if you had a credit; however, as the airline representative was unable to see the reservation they advised for us to call their Customer Care Department during their regular business hours which were Monday through Friday from 8am to 4pm CST. The agent relayed that information to you and stated she would escalate this and someone would call you back by Tuesday, March 15, 2016. You then advised that you were going to book a new reservation and they would have to credit you back and our agent advised that was not guaranteed.   Mr. [redacted], while we apologize for your disappointing experience, we do not show this was an Orbitz error as the information provided to you was for the Orbitz record locator you stated you were inquiring about. You do have a credit from the canceled trip with Orbitz record locator [redacted]; however, we are unable to apply it to the new reservation you purchased with itinerary number [redacted] as it cannot be applied towards a new reservation made on the Orbitz site. Only an Orbitz agent can rebook using a credit from a canceled trip. The credit is valid until August 10, 2016 to be used towards a future [redacted] Airlines flight. Each passenger has until that date to rebook and start travel using the credit. Upon rebooking you will be responsible for a $200 [redacted] Airlines reissue fee per person, a $30 Orbitz fee per person, plus any difference in airfare per person. Please contact our Customer Service Department when you are ready to rebook.   We wish our response could be more favorable. We appreciate your business and hope you will [redacted]nue to use Orbitz in the future for your travel needs.   Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

May 8, 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 Mrs. [redacted] (Revdex.com case number [redacted]) regarding an insurance question.
 
Our records reflect on March 12, 2018 the customer accessed Orbitz.com and self-booked package itinerary [redacted] for two round trip flights departing May 14, 2018 from Houston, TX to Las Vegas, NV, returning May 18m 2018 and a stay at SLS Las Vegas a Tribute Portfolio Resort for corresponding dates. 
 
The customer also added a travel and protection plan which can be reviewed by a link to the terms and conditions on her itinerary.  The policy does allow for a one time cancellation for any reason with a refund of any airline penalties.
 
Orbitz regrets that the customer received incorrect information regarding her cancellation options.  To clarify; the customer’s airfare is eligible for the option to cancel at any time, per the terms of her insurance contract and she would be refunded any airline penalty.  In this case her penalty is the full price of the airfare, as the airline will not hold any credit for a future flight if she cancels. 
 
The policy does stipulate that she must cancel prior to her departure date.  As her reservation is currently still active and no cancellation has been done, she would need to cancel it prior to the May 14, 2018 departure date. 
 
If the customer decides to contact Orbitz and cancel her reservation and she encounters any issues with the reservation being refunded in full, she may ask to be escalated to a supervisor and also provide this case number; “O-151090“ and ask the agent to read the case notes.  I will notate the case with all information the agent needs to provide the refund for both the hotel and the airfare. We apologize for the inconvenience this matter has caused our customer.
 
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,
 
Roseanne Giles
Tier 3 Corporate Customer Service