Orbitz

May 19, 2016Revdex.comComplaint Department – OrbitzDear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. Orbitz is...

disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding their reservations. As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate reply. At this time, we respectfully request additional time from the Revdex.com as further research is needed for this case. We will submit our final reply via the Revdex.com's website.Again, we thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.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 Ms.[redacted]
The Revdex.com has shared your recent correspondence pertaining to the denied voucher redemption. I appreciate the opportunity to review your account and respond to your concerns.
From your complaint, a travel...

voucher was issued on December 17, 2014 in the amount of $200, which is valid until December 17, 2015. Upon contacting customer service to redeem the voucher in conjunction with a booking, the voucher redemption was denied. You are asking Orbitz to honor the voucher against the booking. Furthermore; your perception of Orbitz has become discontented due to the service you have received.
Ms.[redacted] I do understand your concern in this regard; travel can be a hectic experience, and Orbitz does try to meet the expectations of our customers with knowledgeable and comprehensible staff.
According to my research, the voucher issued on the above date has a reference number of XXXXXXX. If you can provide the Orbitz Record Locator for the new booking, I can surrender the voucher.
If you have any additional concerns, please do not hesitate to ask.
We take our customers' comments very seriously, and I thank you for your honest feedback.
Ms.[redacted] we apologize for any misunderstanding this might have caused. Orbitz hopes to have a future opportunity to serve you with your travel planning needs.
Sincerely,
[redacted]
Orbitz Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please apply my Orbitz voucher towards PBORB-XXX-XXX-XXXX. The amount is 50.62usd. This is in reference to XXXXXXX. Let me know once done so I could coordinate with PayPal.
Final Business Response /* (4000, 9, 2015/08/11) */
Dear Ms.[redacted]
Thank you for your reply.
Per your request, Orbitz has surrendered the amount of $50.62 of the original $200 voucher issued on December 17, 2014 in conjunction with the Orbitz Record Locator, PBORBXXXXXXXXXX.
This was processed today, August 11, 2015 via PayPal. Please be advised, PayPal does have a stipulation of a 7 to 10 business day timeframe for processing the credit. This is due to the third-party payment system and not Orbitz.
The amount of $91.90 remains of the original voucher; this will expire on December 17, 2015. Please refer to the original case number XXXXXXX in future correspondences.
If you have any additional concerns, please do not hesitate to ask.
Ms.[redacted] thank you again for allowing me to assist you with your query; Orbitz does appreciate your business, and we hope to assist you in the future.
Sincerely,
[redacted]
Orbitz Customer Relations

Complaint: [redacted]
I am rejecting this response because:Once again Orbitz has done NOTHING to PROVE that they sent me an email. I DID NOT RECEIVE AN EMAIL FROM THEM. This is the core of the complaint. They also did not address my issue with their policy: if there is a flight change there should be a phone call. To say that I have the fault because I did not check 24 hours prior to the flight is ridiculous. I paid for a flight that was [redacted] Airlines at 5 pm. That is what I paid for. If that could not be completed that is a big deal. To even send an email (which they did not) and nothing more is simply not sufficient. 
Sincerely,
[redacted]

Dear Mr. [redacted],   Thank you for contacting Orbitz. I understand that you are upset that the seat you selected for your trip to Cancun were not confirmed. I appreciate the opportunity to review your account, and respond to you.   Please know, during the booking process on the Orbitz site,...

most airlines do provide us with a seat map so our customers can request the seat they prefer. However, these are requests, and can only be confirmed by the airlines directly.   Mr. [redacted], when you selected a seat on the seat map available on our site, we sent the request to [redacted] Airlines for them to confirm or deny; unfortunately, in this case it seems that they did not confirm the seat requests you had made.   Nevertheless, we understand the frustration this can cause our customers, and as we do value you as a customer, we would like to offer you a future travel voucher for the amount you paid for your seats, $255.20, that can be used on your next Orbitz.com booking. Our voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needs.   Here are the instructions for the future travel voucher:   When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [email protected]. Please reference case number [redacted] and my e-mail offering the $255.20 future travel voucher in your request. Orbitz will then issue a credit to the card used for the new booking. This offer is valid for one year from the date of this e-mail, until March 16, 2017.   Mr. [redacted], if you have any further questions or concerns, please feel free to contact me directly. We appreciate your business, and look forward to serving you in the future with your travel needs.   Sincerely,   [redacted] Orbitz Customer Relations Chicago, IL

Dear [redacted] The Revdex.com has shared your recent correspondence
with Orbitz so that we may assist you further. It is my understanding that you
did not stay the last night at the Park Ridge Marriott. You
were unable to get a refund from Orbitz, so you filed a dispute with your
credit...

card. I appreciate the opportunity to review and respond to you.During the booking process, we do
advise the following: Cancellation: Hotel policies: If you cancel or change your
reservation after 4:00 PM local hotel time on 9/26/15, the hotel will charge
you for the total cost of your reservation.However, I do show we did contact the
hotel and request a refund for the second night. Unfortunately, our request was
denied, and Orbitz was charged in full for your hotel stay. If the hotel will
not refund your money to Orbitz; we are unable to refund you.We
show this was a valid charge, so if you have further questions; you will need to contact our Dispute
Department directly at 1-866-673-5951. They will need to speak with you
regarding this issue so that they can respond to your credit card company. [redacted] thank
you for allowing me to address your concerns. Sincerely, Jeanna
[redacted]Orbitz
Customer RelationsChicago,
IL

October 12, 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 package reservation. We understand from the customers complaint he is requesting a refund due to canceling the package due to a medical issue.Our records indicate on August 17, 2016 the customer self-booked a package reservation for two travelers. The customer purchased a seven night hotel reservation at Dreams Los Cabos Suites Golf Resort & Spa All Inclusive, checking in on October 11, 2016, and checking out on October 18, 2016. The customers roundtrip flights were operated by Spirit Airlines, departing from Las Vegas, NV to San Jose del Cabo on October 11, 2016 and returning on October 18, 2016. The customer purchased a roundtrip shuttle for hotels in Corridor and protected the trip with the “Package Protection Plan”.On October 9, 2016 the customer called Orbitz to cancel the package due to a medical issue. As the customers hotel was fully refundable at the time of cancelation the customer was refunded in full for the hotel portion of the reservation. Based on the flights fare rules agreed to upon booking the tickets were non-refundable with a change penalty fee of $200 per passenger would be charged. In the case of cancelation, the credit associated with each ticket is valid if rebooked and travel commences 1 year from original purchase date. Due to this the customer didn't receive a full refund of his flight reservation. Based on the cancelation policy associated with the customers roundtrip shuttle. The reservation is non-refundable and cannot be changed or cancelled after booking. Due to this we are unable to authorize a full refund for the shuttle portion of the reservation. Orbitz offers the “Package 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 Policyholder, if you are prevented from taking your Covered Vacation 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 Vacation. 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 Vacation is canceled; and c) in the written opinion of the treating Physician, be so disabling as to prevent you from taking your Covered Vacation.If the customer is seeking further compensation we suggest she await a response from the insurance company. Aon Affinity Berkley 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]Tier 3 Customer Service

Initial Business Response /* (1000, 5, 2015/07/31) */
Dear Ms. [redacted]
The Revdex.com has shared your recent correspondence pertaining to the cancellation of a hotel reservation. My understanding is that you canceled the hotel booking due to Tropical Storm Bill
at that time, but...

were still charged for the reservation.
On behalf of Orbitz, I apologize for this inconvenience. I show that the booking was canceled on line on June 18th. I have contacted the hotel on your behalf, and they explained that they did not charge Orbitz for this reservation. The hotel cancel policy for this booking was that the booking was nonrefundable immediately upon booking. Since you have already disputed this charge with your credit card company, we are unable to take further action on this issue. Once the billing is disputed, we are unable to issue any further refunds from our end. There are no notes indicating that you contacted us by phone previous to canceling this on line.
Ms. [redacted] please be assured that we appreciate your business. I apologize for the issues you experienced with this booking.
Sincerely,
[redacted]
Orbitz Customer Relations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11018903, and find that this resolution is NOT satisfactory to me.  But I will take I can to recover some of my funds.
Sincerely,
Jennifer [redacted]

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]

Complaint: [redacted]
I am rejecting this response because: 1. I was present at the check in counter, nobody from [redacted] airways was available. When I first called orbitz I was not told it was a no show but rather that the flight has 'open' status.  In the time period from when I first talked with orbitz until the next time I talked with orbitz the flight status changed.2. The rejection is also made because there is no valid response made, Orbitz simply requested more time to respond.
Sincerely,
[redacted]

May 19, 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 Mr. [redacted] complaint he is requesting a full refund of his flight reservation. On May 19, 2016, we contacted Mr. [redacted] to acknowledge receipt of the Revdex.com complaint.Our records indicate on March 30, 2016 the customer self-booked a package reservation for three travelers using Orbitz website. The customer purchased three rooms for a two night stay at [redacted] Inn [redacted] Sky Harbor Airport, checking in on May 1, 2016, and checking out on May 3, 2016. The customers round trip flights were operated by [redacted] Airlines, departing from Asheville, NC to [redacted], AZ on May 1, 2016, and returning on May 3, 2016.We are able to confirm that this issue was resolved as up May 2, 2016 when the customer called Orbitz to receive assistance refunding his unutilized tickets. At that time the agent refunded the customers tickets in full totaling $1,249.23. The time it takes the refund to post to the customer’s account depends on the time it takes the Mr. [redacted] 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

October 16, 2017
 
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 refund and exchange issues. 
 
Our records show on September 9, 2017, Mr. [redacted] self-booked an Orbitz.com hotel reservation via booking number [redacted] in the amount of $68.82. We understand from Mr. [redacted] complaint, the room type booked was not provided by the vendor and after contacting the hotel and Orbitz, no proper resolution was given and is now requesting a full refund.
 
Upon researching the customer’s complaint, we can confirm on October 2, 2017, when Mr. [redacted] brought this matter to our attention, a refund for half of the amount of the reservation of $34.41 was provided to the customer.
 
We do regret any inconvenience he encountered with the hotel reservation booked on our website. Orbitz has processed the remaining amount of $34.41 back to the original form of payment. As a full refund has been given to the customer and the issue has been resolved to Mr. Roberts’ 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 31, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been...

brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding a hotel reservation. We understand from the customers complaint they are requesting a full refund of the canceled reservation. Our records indicate on November 28, 2016 the customer self-booked a hotel reservation for two travelers. The customer purchased a two night hotel reservation at [redacted] Pocono Mountains, PA, checking in on December 21, 2016, and checking out on December 23, 2016.We can confirm that the customer canceled the reservation online using our self-service tools. 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 cancellation and change policy agreed upon by the customer at the time of purchase, “Cancellations or changes made before 4:00 PM local hotel time, Sunday, December 18, 2016 are subject to a hotel fee equal to 30% of the total amount paid for the reservation.”As the customer requested a full refund of the reservation on December 31, 2016 Orbitz reached out to the hotel to advocate on behalf of the customer. After speaking to the front desk agent they advised that due to the customer canceling the reservation within a few minutes of making the reservation they will authorize a full refund 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]Tier 3 Customer Service

June 27, 2016Revdex.comComplaint Department – Orbitz Re: 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 Tiffany [redacted] (Revdex.com case number 11495248) regarding a package reservation. We understand from the customers complaint she is requesting a refund to use her flight credit.Our records indicate on April 4, 2016 the customer called customer service and purchased a package reservation for four travelers. The customer purchased a seven night hotel reservation at ME Cancun - Complete ME All Inclusive, checking in on July 26, 2016, and checking out on August 2, 2016. The customers round trip flights were operated by [redacted] Airlines, departing from Richmond, VA to Cancun on July 26, 2016, and returning on August 2, 2016.On June 7, 2016 the customer called Orbitz in regards to canceling the package reservation after being notified that the hotel is under reconstruction. As Orbitz was unaware of this reconstruction an agent called the hotel to verify the information. Upon speaking to the front desk agent at the hotel we were advised the hotel would be closed due to renovations. As Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines we obtain all of the information directly from the vendors. During the call our agent was able to fully refund the hotel reservation. Also during the call Ms. [redacted] was advised she would retain an airline credit with [redacted] Airlines, in the amount of $451.80 per passenger.We would like to apologize for the inconvenience Ms. [redacted] has experienced, and that our regrets that we are unable to offer Ms. [redacted] 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. Based on [redacted] Airlines fare rules the customer agreed to at the time of booking, the tickets were non-refundable and non-changeable.As an effort to advocate on the customers behalf Orbitz contacted [redacted] Airlines and was advised that the customer is able to utilize the credit for the unutilized flights for each passenger but due to the circumstances they are not able to waive any change fees that may be associated with using the remaining credit. Unfortunately, Orbitz is not authorized to refund this reservation in full.Since 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 commence within one year from the original ticketing date of April 16, 2015.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 28, 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] L [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from Ms. [redacted] complaint she is requesting a refund for a flight reservation. On April 28, 2016, we attempted to contact Ms. [redacted] to acknowledge receipt of the Revdex.com complaint but were but were unable to reach the customer.Our records indicate on March 22, 2016 the customer self-booked a one-way flight reservation using Orbitz.com for two travelers. The flight reservation was operated by [redacted] Airlines, with flights from Tampa, FL to Boston, MA departing on March 22, 2016.We are able to confirm that during the booking process there was no confirmation page that was displayed to the customer. When Ms. [redacted] proceeded to check the “My Trips” information an error was displayed stating “We're temporarily unable to complete your request. Please try again in a few minutes.” Our records reflect an email being sent to Ms. [redacted] on March 31, 2016, advising that the flights associated with itinerary [redacted] were not booked, therefore not charged.As of April 28, 2016 Orbitz contacted [redacted] Airlines and were advised that the tickets associated with [redacted] were successfully booked. Due to the tickets not being canceled, we are requesting the customer provide the best number to contact them and discuss this matter along with a preferred time between 6am and 2:30pm pacific standard time.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 appreciate your thoughtful comments, and we're sorry we disappointed you. We rely on customers like you to provide us with the information we need to continue improving our services.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
Joseph,
","serif">The Revdex.com has shared your recent correspondence
with Orbitz so that we may assist you furtherIt is my understanding that
schedule changes were made to your
flights, and Orbitz failed to notify you of the changeI appreciate the
opportunity to review your account, and respond to your concernsOn behalf of
Orbitz, I sincerely apologize for the disappointing experience, and the
inconvenience this has caused
After
reviewing your account, I do show a reservation for travel on December 25,
with a return flight that was scheduled on January 2, As an online travel
agency, we do everything, we can to work as an advocate for our customers and
make sure that they are suitably re-accommodated whenever an airline schedule
change disrupts their travel plansHowever, the options we offer; are what is
offered to us by the airline
We are
able to verify from our schedule change logs; that notifications were sent out
to the email address on the account, [email protected] on the dates and
times listed below:
1st
notice - October at 3:AM
2nd
notice - December at 2:PM
3rd
notice - December at 2:PM
Also, we
did contact American Airlines on your behalf to see what alternate flights were
available, and those options were given to you
Joseph,
we do regret your disappointment in our services, but we do show all proper
steps of notifying you of your change were taken
I also
show you were already issued a $USD future travel voucher which was redeemed
Joseph,
I wish our response could have been more favorableWe appreciate your
business, and we hope to have an opportunity to serve you in the future with
your travel planning needs
Sincerely,
Jeanna
[redacted]
Orbitz
Customer Relations
Chicago,
IL

Complaint: [redacted]
I am rejecting this response because: I have sat on the phone with Orbitz and spoken to a supervisor for over an hour.  The supervisor told me the number O-151090 does not come up in their system.  They then put me on hold AGAIN to transfer me to corporate.  which I sat for longer and no one ever came to the phone!  this is the WORST customer service IVE ever experienced!I WANT A REFUND!
Sincerely,
[redacted]

Dear Mr. [redacted], The Revdex.com has shared your recent correspondence pertaining to your request to change Orbitz record locator [redacted], and the operating carrier of [redacted] not providing your First Class Seating as reserved.  On behalf of Orbitz, I apologize for your...

disappointing experience, and appreciate the opportunity to review your account and respond to your concerns. Upon reviewing your account, I so show that we contacted [redacted] on your behalf regarding your date change request; however, due to their status with [redacted], we were no longer able to initiate any charges on their behalf.  It was advised that any changes would have to be processed at the airport directly for direct payment for the change. We certainly understand your concerns; however, as a travel agency, Orbitz does not hold the funds for the airline ticket reserved.  You were charged by [redacted] directly, and we are not authorized to transfer those funds from one airline to another.  Mr. [redacted], if you were unable to complete your exchange request at the airport directly, it would be necessary to dispute the charge via your credit card company due to the airlines current situation.  As a gesture of our sincerity for this disappointing experience, Orbitz would like to offer you a $100.00 USD future travel voucher on your next prepaid Orbitz.com airline, hotel or vacation package booking.  Our voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needs.                                Here are the instructions for the future travel voucher:                               When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [email protected].  Please reference case number [redacted] and my letter offering the $100.00 voucher in your request.  Orbitz will then issue a credit to the card used for the new booking.  This offer is valid until February 11, 2017.  Mr. [redacted], we appreciate your business and we hope you will provide us with a future opportunity to serve your with your travel planning needs. Sincerely, [redacted] Orbitz Customer Relations

Dear Ms. [redacted], The Revdex.com has shared with us your correspondence regarding your recent experience with Orbitz. It is my understanding that you attempted to book a flight on website, which was not confirmed, but you still appear to have charges on your credit card. I appreciate...

the opportunity to review your account and respond to you.   On behalf of Orbitz, I apologize for any frustration this has caused you.   Upon further research, we are unable to locate an Orbitz account related to your complaint. We respectfully request that you provide us with an email address used to book the reservation and the itinerary number. Additionally, we request you send a copy of your credit card statement reflecting the charges in question. You can mark out any information that is not pertinent to this issue and this information can be attached to this case for review.   I look forward to hearing back from you.   Sincerely,   [redacted] Orbitz Customer Relations Chicago, IL

March 18, 2016 Revdex.com Complaint Department – Orbitz Re: 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 Mr. [redacted]’s complaint he requesting to not sustain a charge when changing the reservation. On March 18, 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 March 9, 2016, the customer self-booked a flight reservation on Orbitz.com. The flight reservation was operated by [redacted] Airlines, with flights departing from Chicago, IL to Phoenix, AZ on March 16, 2016, and returning on March 18, 2016. We can confirm on March 11, 2016 the customer utilized his self-service tools on Orbitz.com to cancel the 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 American Airlines was the merchant of record and the company that charged the customer’s credit card, we have to abide by their rules and regulations. Based on the fare rules the customer agreed to at the time of booking, the tickets were non-refundable with a change penalty fee of $200 per passenger would be charged. In addition, the customer would be responsible for any difference in fare. Mr. [redacted]’s flight credit validity states, that travel must commence within one year from the original ticketing date of March 9, 2016. After fully reviewing the customer’s account we are unable to verify that a call was made into Orbitz within the 24 hour courtesy cancellation window. Due to this Orbitz is unable to waive any change penalty fees or differences in fare that the customer will be charged when changing 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. If the customer is able to provide any further documentation supporting a call was made into Orbitz within the 24 hour courtesy cancellation window, please resubmit for further review. 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