Orbitz

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 Mr. [redacted] complaint he is unhappy about the authorizations on his credit card.When a customer makes a purchase, Orbitz applies a credit authorization toward the credit card to determine if the card is valid. This is a temporary hold and if a booking is not successful, the full authorization may remain on the customer’s credit card; however, each bank or credit card company policy is different. Although the credit card authorization is attempted on our website, they are not charges from Orbitz. We regret that the customer was inconvenienced by recent charges when attempting to book their flights. Typically, our system authorizes a small amount to ensure that the credit card is valid. Once we receive that authorization, we forward the information to the airline so that they may charge the customer directly for the flights.We apologize for any inconvenience this lapse in time may have caused Mr. [redacted]. We are able to verify that no reservations were purchased. Since no reservation was made the authorizations will typically fall off within 24 hours.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

Initial Business Response /* (1000, 5, 2015/07/21) */
Dear Ms.[redacted]
The Revdex.com has shared your recent correspondence pertaining to the [redacted] lobby not being open upon your arrival. On behalf of Orbitz, we do apologize for any confusion, and appreciate the...

opportunity to review your account and respond to your concerns.
Upon reviewing your account, I do see that when you arrived at the [redacted] their lobby was closed as they do not stay open 24 hours. They do have a guest phone at the property entrance for guests to be able to access the property after hours.
Ms.[redacted] Due to your confusion, I have processed a refund in the amount of $50.85 back to the MasterCard used to confirm the booking. Please allow 3 to 5 business days for the refund to process. We do appreciate your business, and hope that we have a future opportunity to serve you.
Sincerely,
[redacted]
Orbitz Customer Relations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

February 4, 2017Revdex.comComplaint Department – OrbitzRe: Orbitz Case #[redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been...

brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from the customers complaint she is requesting a refund of her recently purchased flight reservation.Our records indicate on January 21, 2017 the customer self-booked round trip flight for two passengers on Orbitz.com. The customers flights were operated by United, departing from Durango, CO to Montego Bay on February 11, 2017 and returning on May 5, 2017. The customer also purchased travel protection. The customer was then sent a confirmation email which included the terms and conditions of the customers “Flight Total Protection Plan”.Orbitz offers the “Flight Total Protection Plan” so our customers can have the ability to be reimbursed for the cost of flight interrupted for covered reasons such as illness of a family member. Please review the summary of coverages below:Pre-Departure Trip Cancellation:We will pay a Pre-Departure Trip Cancellation Benefit, up to the amount in the Schedule, for non-refundable cancellation charges imposed by the Policyholder, if you are prevented from taking your Covered Trip due to your, an Immediate Family Member’s, Traveling Companion’s, or Business Partner’s Sickness, Injury or death or Other Covered Events as defined, that occur(s) before departure on your Covered Trip. The Sickness or Injury must: a) commence while your coverage is in effect under the plan; b) require the examination and treatment by a Physician at the time the Covered Trip is canceled; and c) in the written opinion of the treating Physician, be so disabling as to prevent you from taking your Covered Trip.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 a result, we strongly recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policies.  [redacted] Airlines is the merchant of record, and the companies that charged the customer’s credit card. We hope you understand we have to abide by their rules and regulations. Based on the fare rules the customer agreed to at the time of booking, her ticket was non-refundable.At this time we are unable to authorize a refund of the customers non-refundable tickets. 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 you with the necessary information related to your insurance purchase before our system asked you to complete the reservation online. This information was also available within the confirmation email that was sent on the day of booking.If the customer is seeking further compensation we suggest she await a response from the insurance company. [redacted] Travel is our administrator for assistance and can be reached by calling [redacted] or email: [redacted]. Their office hours are 8:00 AM - 10:00 PM ET, Monday - Friday; 9:00 AM - 5:00 PM ET, Saturday.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Corporate Customer Service

Revdex.comComplaint Department - OrbitzRe: Orbitz Case #: S-[redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to...

our attention.  Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Orbitz is responding to the consumer complaint from [redacted](Revdex.com case number [redacted]) regarding flight reservations. We understand the customer is requesting a refund for his flight reservations. As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate reply. At this time, we respectfully request additional time from the Revdex.com as further research is needed for this case. We will submit our final reply via the Revdex.com's website.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted]Tier 3 Customer Service

April 27, 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 from the customers complaint they are unhappy about a submitted best price guarantee claim. On April 27, 2016, we contacted Mr. [redacted] to acknowledge receipt of the Revdex.com complaint but were but were unable to reach the consumer.Our records indicate on April 7, 2016 the customer self-booked a hotel reservation for two travelers using Orbitz.com. The customer purchased a one night hotel reservation at [redacted] Inn JFK Airport, checking in on August 22, 2016, and checking out on August 23, 2016.On April 7, 2016 the customer submitted a best price guarantee claim for his hotel reservation. As of April 15, 2016 this issue was resolved with the customer receiving an email stating “We've approved your request and initiated a refund in the amount of $8.22 to the original form of payment used during your purchase based on the total submission price of $200.79.” The customer will receive the addition of $50 Orbucks to his account 30-60 days after travel is completed.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

May 25, 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 January 12, 2017, Mr. [redacted] booked a one night stay at the Hotel Seccy from September 19, 2017, through September 20, 2017. We understand from Mr. [redacted] complaint that he booked this reservation for $96.08 with a $50.00 voucher, but he later canceled the reservation. When the booking was canceled Mr. [redacted] was refunded minus the $50.00 that was covered by the voucher. According to Mr. [redacted] he was informed by Orbitz that we would also refund the $50.00.
When Mr. [redacted] initially requested a refund of $50.00 for the voucher, we advised that the voucher was used towards itinerary [redacted] but, the booking was canceled. As such, the voucher was deemed forfeited and we were unable to reverse it once it has been applied.
We reviewed the account and have no record of a promised refund of $50.00. On January 29, 2017, we emailed Mr. [redacted] to inform that we have placed two $25.00 vouchers into his account.
It is never Orbitz’s intent to mislead or to inconvenience our clients, and we are sorry that you feel we have done so. In good faith we have issued a travel voucher valued at $50.00 into Mr. [redacted] account which is valid through May 24, 2018.
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

November 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 from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from Ms. [redacted] complaint she is requesting a refund of the new flight that was purchased along with additional compensation.Our records indicate per Revdex.com case number [redacted] this complaint was resolved on September 5, 2016.  At this time we are unable to honor Ms. [redacted] request to reimburse her for the purchase of new flights and additional compensation.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,[redacted]Tier 3 Customer Service

April 14, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O-[redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought...

to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from Ms. [redacted] complaint she is requesting a refund on an unutilized airline ticket. On April 14, 2016, we contacted Ms. [redacted] to acknowledge receipt of the Revdex.com complaint but were but were unable to reach the customer.Our records indicate on March 3, 2016 the customer self-booked a round trip flight reservation using Orbitz.com. The flight reservation was operated by [redacted], with flights departing from Mexico City, to Los Angeles, CA departing on March 18, 2016 and returning on March 20, 2016. The customer also purchased a “Orbitz Flight Protection Comprehensive”Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Based on the fare rules the customer agreed to at the time of booking, the tickets were non-refundable with a change penalty fee of $200 per passenger would be charged. In addition, the customer would be responsible for any difference in fare. Ms. [redacted] flight credit validity states, that travel must be completed within one year from the original ticketing date of March 3, 2016.As an effort to advocate on the customers behalf Orbitz contacted [redacted]. They advised that due to the customer having an international flight the customer was required to arrive at the airport a minimum of three hours prior to departure. They also verified that the gates for the customers flight officially closed an hour and forty-five minutes prior to departure. Though the customer was tagged as a no-show for her flight reservation [redacted] has agreed to honor the reservations original fare rules and allow the customer to utilize her unused tickets credit. To rebook the flight reservation we request the customer call Orbitz and refer to case number O- to expedite the process of changing the customers flight.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]

June 6, 2016Revdex.comComplaint Department – OrbitzDear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Orbitz is...

disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number 11453970) regarding a flight reservation. We understand from Ms. [redacted]’s complaint he is requesting a refund for a flight reservation.As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate reply. At this time, we respectfully request additional time from the Revdex.com as further research is needed for this case. We will submit our final reply via the Revdex.com's website.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

October 22, 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 Trisha [redacted] (Revdex.com case number [redacted]) regarding a hotel reservation. We understand Ms. [redacted] requesting a refund of her hotel reservation.Our records indicate that on September 30, 2016 the customer self-booked a pay-later hotel reservation for two travelers using Orbitz.com mobile site. The customer purchased a two night hotel reservation at [redacted] Best Value Inn, checking in on September 30, 2016, and checking out on October 02, 2016.On September 30, 2016 Ms. [redacted] called our customer service to cancel her hotel reservation. Per the hotel policy that the customer agreed to upon booking the reservation “Cancellations or changes made after 3:00 PM local hotel time, Thursday, September 29, 2016 are subject to a hotel fee equal to 1 night(s) plus taxes and fees.” As the customer requested a full refund of the reservation our agent advised that he would need to contact the property to receive the authorization to refund both nights of the reservation. Since the call was became disconnected the agent was unable to advocate on the behalf of the customer.We understand by Ms. [redacted] complaint that she is unhappy about the cancelation policy that was agreed to at the time of booking. As Orbitz is a third party booking agency we purchase blocks of rooms with properties a year in advance. At that time we set up cancelation policies for the rooms reserved. Per [redacted] Best Value Inn’s cancelation policy customers must cancel their rooms a day before checking in. As Ms. [redacted] purchased the room the same day as checking in this did not exempt her for the already agreed upon policy.On October 22, 2016 Orbitz reached out to the hotel to request a refund for the unutilized reservation. Upon speaking to a representative at the front desk we were advised that Ms. [redacted] canceled her reservation and as this was a pay at the property reservation she was never billed.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 Ms. **, The Revdex.com has shared your recent correspondence pertaining to the new flights reserved during your exchange process, and the amount charged for the exchange.  I appreciate the opportunity to review your account and respond to your concerns. At Orbitz, we...

understand the importance of proper** confirming our customers’ choices throughout the booking process; whether the booking is confirmed via our online service or via an agent direct**. To ensure that our agents’ have proper** heard each request, the agent will provide a full recap of the choices they have made prior to confirming the reservation. Ms. **, 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.  The agent also advised the penalty fee of $230 per person, and a total charge of $1184.22 total, which included the penalty fees and difference in fare.  A full recap of the flights was provided.  The total amount to be charged was verified by the caller, and reiterated by the agent.  Once a full recap of the flights chosen and the add collect verified, the agent requested permission to continue, and process the change.    Our agent did receive permission to process the change and the charge. Ms. **, we certain** apologize for any confusion that occurred, but we have verified that our agent proper** recapped the flights chosen, and permission was granted to process the charge.  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.  Thank you again for the opportunity to address your concerns.  Sincere**, [redacted] Orbitz Customer Relations Tell us why here...

June 14, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O-[redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought...

to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from Ms. [redacted]’s complaint she is requesting a refund due to a canceled flight reservation. Our records indicate that on March 7, 2016 the customer self-booked a package reservation for three travelers using Orbitz website. The customer purchased a two night hotel reservation at The [redacted] Hotel, checking in on April 5, 2016, and checking out on April 7, 2016. The customers round trip flights were operated by [redacted] Airlines, departing from Detroit, MI to New York, NY on April 5, 2016, and returning on April 7, 2016.From time to time and for a variety of reasons, airlines issue schedule changes. We understand that these changes can be inconvenient, time consuming and not customer friendly. However, Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. [redacted] Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. Orbitz has no control over when, or how often, airline initiated schedule changes occur. Orbitz cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies.Only the airline can make changes to customer’s flights. These changes are not related to the type of ticket that you bought or the company that you bought from. Airlines rarely tell travel agencies why they make a change. Schedule changes are often due to routing adjustments, severe weather, or staffing or maintenance issues.On April 7, 2015, [redacted] Airlines notified Orbitz they had canceled the customers flights. Due to no alternative options being presented by [redacted] Airlines agreed to refund Ms. [redacted] the amount charged for the return portion of the flight. As of June 14, 2016 the customer was refunded $142.70 per ticket. The total amount refunded was $428.10. The time it takes the refund to post to the customer’s account depends on the time it takes the Ms. [redacted]’s credit card company to process refunds.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

Initial Business Response /* (1000, 5, 2015/08/07) */
Dear[redacted]
The Revdex.com has shared your recent correspondence pertaining to the name error and non-notification of the error. I appreciate the opportunity to review your account and respond to your concerns.
From your...

complaint, tickets were booked on May 19, 2015 for travel on July 30, 2015. The concern was the second ticket; the name was not a surname, however, just a suffix. As the system designated this as a fictitious name, the airline,[redacted], canceled the space. You were unaware of the cancellation until the date of departure. You are asking for a refund of the tickets, due to the non-use of the trip. Furthermore; your perception of Orbitz has become discontented due to the service you have received.
[redacted], I do understand your concern in this regard, as airlines continue to add various charges in order to maintain costs; travel can be a hectic experience, and Orbitz does try to meet the expectations of our customers with terms and conditions associated with ticket bookings.
According to my research, the booking was made privately, meaning there was no assistance from a telesales representative to book the tickets over the phone.
As a travel agency, Orbitz is required to apply the applicable airline fare rules the moment the ticket is issued. The tickets were sold with the understanding that the fare was non-refundable and certain restrictions apply.
The tickets were issued; unfortunately, the name filed of the reservation acknowledged the suffix as the surname, which I believe should have been flagged as an error. This, however, was not the case. Subsequently, the airlines' reservation system did recognize this as a fictitious name, and canceled the space.
On your behalf, I have contacted our air product development group; this valuable information may be used in helping Orbitz to determine better overall experience for our customers. Feedback such as yours is critical to the operational side of our business.
Nevertheless, I do understand your point; Orbitz will refund the tickets in the amount of $1456.02 to the card ending in[redacted]. This will process today, August 7, 2015. Please allow a 3 to 5 day timeframe for the credit to appear on the statement. This will appear as an Orbitz credit, not[redacted].
Additionally, I will refund the Orbitz service fee of $13.98, which was charged to use the site. The same timeframe applies for the fee.
Therefore, the total amount of the purchase is refunded.
We take our customers' comments very seriously, and I thank you for your honest feedback.
[redacted], we thank you for bringing this matter to our attention. Your business is truly valued, and we hope you will provide us with a future opportunity to serve you with your travel planning needs.
Sincerely,
[redacted]
Orbitz Customer Relations
Initial Consumer Rebuttal /* (2000, 7, 2015/08/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Although we are still sad to have missed our vacation, I am glad that Orbitz has agreed to refund the cost of our tickets.

September 19, 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 Mr. [redacted] complaint he is requesting a refund of his hotel reservation.Our records indicate that on August 25, 2017 the customer self-booked a hotel reservation for two travelers using Orbitz.com mobile site. The customer purchased a two night hotel reservation at A1 Suites at [redacted] Condo Hotel, checking in on September 22, 2017, and checking out on September 24, 2017.Per the customers complaint we understand that he accidentally reserved this hotel. Per the hotel policy that the customer 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.” Per the customer’s account we can confirm that the first call into customer service was on August 26, 2017 which is after his reservation was to be completed.We understand by Mr. [redacted] complaint that he is unhappy about being charged for the reservation and is requesting a full refund. Due to this our agents have reached out to the hotel continually since the first day the customer contacted our customer service. Our records reflect that on August 31, 2017 Orbitz refunded the customer half of the reservation due to the hotel not responding. At this time we are unable to authorize any further refunds of the reservation.We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Corporate Customer Service

May 9, 2017
 
Revdex.com
Complaint Department - Orbitz
 
Re: Orbitz Case #: [redacted]
 
Dear Revdex.com,
 
Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] (Revdex.com complaint [redacted].) We regret to hear Mr. [redacted] did not accept our response and/or resolution offered.
 
Orbitz’s goal is to provide an exceptional customer service experience. We do regret any inconvenience encountered with the reservation booked thru our website.
 
After reviewing the additional information Mr. [redacted] provided, we can confirm on May 2, 2017, a refund in the amount of $1,090.00 was processed back to the original form of payment as compensation for the price difference of tickets as requested.
 
Further research shows, Mr. [redacted] also submitted a complaint with Orbitz’s legal department, therefore no more information can be provided via this channel of communication since the customer will be contacted by the department in charge of his case going forward.
 
Again, 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

May 11, 2018 Revdex.com Chicago and Norther Illinois Complaint DepartmentRE: Orbitz Case [redacted]Dear Revdex.com, Thank you for contacting 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 car. We understand [redacted] is requesting a refund. Our records show on April 22, 2018 [redacted], or a person authorized for their account, reserved a prepaid midsize SUV with Right Cars for five days with pick up on April 23, 2018 for $107.13.We received a call from our customer on the day of pick up advising that the rental car company was not willing to accept the insurance information or documents provided as proof of coverage and was requiring the purchase of their own coverage. Our customer advised the car was not taken and a refund was requested. We were able to verify with Right Cars that the reservation was not used, and a full refund was provided on April 24, 2018.It’s not unusual for car rental vendors to require proof of insurance for coverages that are required by localities to drive a vehicle; and, in some cases car rental companies may require collision coverage as well. Having proper insurance coverage and correct documents is always the responsibility of the driver and can vary slightly from one car vendor to another. In all cases we recommend contacting the rental car company to verify coverages and documents that are required. We understand from our notes this rental car experience may not have met the standard of service our customer has come to expect from Orbitz. We have provided a coupon as a gesture of goodwill, which is good for up to $50.00 of the base rate of a prepaid hotel or hotel package purchased in the account within the next 12 months.  We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,[redacted]Corporate Customer Service

November 19, 2017
 
Revdex.com
Otbitz.com - [redacted] [redacted]
Complaint Department
 
Re: [redacted] Case #: [redacted]
 
Dear Revdex.com,
 
Thank you for taking the time to contact [redacted], 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.  [redacted], Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
[redacted], Inc. is responding to the consumer complaint from Miss [redacted] [redacted] (Revdex.com case number [redacted]) regarding a flight exchange issue.
 
Our records reflect on September 20, 2017 the customer accessed Orbitz.com and self-booked two Orbitz one way fares for two passengers; for herself and passenger [redacted] [redacted], departing on December 8, 2017 aboard [redacted] Airlines from Orlando, FL to New York, NY.  The return one way flight, with [redacted] as the validating carrier is departs from New York, NY to Orlando, FL 
 
Miss [redacted] contacted Orbitiz on November 9, 2017 requesting to proves a complete name change, on Mr. [redacted] ticket adding [redacted].  She notes that she spoke to [redacted] Airlines who advised Orbitz could make this change for her. 
 
When booking the flights the customer chose to purchase two Orbitz one-way flights.  This flight type contains the following information in the booking path, before completing the itinerary, for the customer’s information on how these flights are handled by the airlines:
 
! Important Flight Information
Your flight is a combination of two one-way fares, each subject to its own rules and restrictions.  
If one of your flights is changed or cancelled, it will not automatically alter the other flight. Changes to the other flight may incur a charge.
 
While [redacted]’s fare rules, for this ticket, do allow a full name change, [redacted] Airlines terms do not.  [redacted] would require the customer to cancel the ticket and rebook with the correct names on the itinerary and pay the cancellation penalty. 
 
The efforts to make the changes Miss [redacted] requested show our agent made the change to the [redacted] tickets, but this caused her [redacted] flights to be cancelled with a penalty in an attempt to make both ticketed passengers match.  The customer was upset with the cancel and re-book fees required by [redacted].  The case was escalated to our corporate team, who were able to restore her tickets to the original purchased state for herself and Mr. [redacted]. 
 
Orbitz serves only as a third party booking intermediary for travel related companies and as such are bound by the terms and conditions, and in the case of airlines, the ticket fare rules the customer agreed to at the time of purchase.  At this time, if she would still like to remove Mr. [redacted] and add Ms. [redacted], she will need to contact our customer service department for assistance and they will only be able to do so according to the fare rules of each one way fare.  The [redacted] terms will control the outbound flights, and they will require that she pay the cancel/change fees for the flights.  She will need to determine if this is something she is would like to do or look at other options.
 
 
 
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

Dear [redacted]l, The Revdex.com has shared your recent correspondence pertaining to the problems encountered on Delta flight 1090. On behalf of Orbitz, I apologize for any inconvenience this has caused, and appreciate the opportunity to review your account and respond to your concerns. ...

Please know that we have verified that there were no schedule change notifications regarding this flight, and it was still showing in the airline systems available for travel.  We have reached out to Delta Airlines directly regarding the problems you encountered so that they could review.  [redacted]l, as soon as we have received a response, we will promptly update you; however, please allow up to 14 business days.  Thank you again for the opportunity to address your concerns, and we appreciate your patience. Sincerely, Charlotte [redacted] Orbitz Customer Relations

Complaint: [redacted]
I am rejecting this response because: I did contact the owner of the hotel immediately about the absence of the warm water in the whole hotel.He promised me every day that he was going to resolve the problem, but he did not resolve the problem till end of my stay. I did contact Orbitz as soon as I could. Orbitz knew that hotel did not have warm water because other guest were writing that in their reviews. But still, Orbitz continued to offer this hotel in orbitz's website without any indication that this hotel has issue with warm water. Orbitz needs to be responsible for the products they offer to people.I do insist on my compensation.
Have a blessed day,
Dr. Lesya [redacted]