Orbitz

April 8, 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 unhappy with the customer service received while attempting to utilize his airline credit. On April 8, 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 that on March 1, 2016, the customer self-booked a one way flight reservation on Orbitz. The flight reservation was operated by [redacted], with flights departing from Ontario to British Columbia on April 1, 2016.As an effort to advocate on your behalf we contacted [redacted]. They explained that Mr. [redacted] is able to call them directly to utilize his credit for the canceled flight reservation. They also advised that the customer will be charged a $75 change penalty fee when utuluzing the credit. For Mr. [redacted] to be able to utilize the credit he must call and provide ticket number [redacted]. As of March 22, 2016 the customer called Orbitz to cancel his flight reservation. We are able to able to verify that the customer has contacted Orbitz multiple times attempting to utilize his credit for a new flight. We are able to confirm that when Mr. [redacted] canceled his flight he was told that he would be charged a $57.47 fee along with any difference in air fare. Due to a system issue the agents were unable to utilize the credit towards a new flight. Since Mr. [redacted] was provided incorrect information by our agents in regards to the change penalty fee, if the customer chooses to call Orbitz to book his new flight reservation with his remaining credit we will honor the change penalty fee as being $57.47. To assist the Orbitz agent that is booking your flight reservation please provide case number 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

November 15, 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 Perrye [redacted] (Revdex.com case number [redacted] regarding a flight reservation. We understand from Mr. [redacted] complaint he is requesting credit for a future flight.Upon further research, we are unable to locate an Orbitz.com itinerary related to Mr. [redacted] complaint. We respectfully request that Mr. [redacted] provide us with an email address used to book the reservation and the itinerary number. Furthermore we understand that customer was advised of the credit via email. To further verify the credit we ask Mr. [redacted] attached a screenshot of the email when responding. The requested information will enable us to appropriately address Mr. [redacted] concerns.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 Ms. [redacted],The Revdex.com has shared your recent correspondence pertaining to a refund request in the amount of $1000.00 for incidentals.  I appreciate the opportunity to review your account and respond to your concerns.I found that tickets were booked on November 9, 2015 on...

Orbitz’s website. On January 11, Orbitz Customer Service was contacted, and changes were made to the booking, and new tickets were issued. On March 30, when you checked in for your flight, you were advised that your return flight was canceled. Furthermore, you pur[redacted]d new tickets for your return flight on [redacted] Airline, because your original flight was sold out. I apologize for any inconvenience this may have caused. Upon further review, we found that your return flight was canceled in error. At this time, we are unsure how this unfortunate situation occurred. We acknowledge that we canceled your return flight in error, and we sincerely apologize for not meeting the high standards we have set.Ms. [redacted], we refunded the new tickets that were pur[redacted]d with [redacted] Airlines, in the amount of $1390.00.  Furthermore, you were issued a voucher in the amount of $250.00 that was surrendered on May 12, 2016 per your request.  However, this is all the compensation which we will offer. We appreciate your business, and we hope to have an opportunity to serve you in the future.Sincerely,[redacted]Orbitz Customer RelationsChicago, IL

September 12, 2017Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted]Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret to hear Mr. [redacted] did not accept our response and/or resolution offered.Per the customers complaint, he is requesting a refund of the difference in price and for us to honor the lower price for the ticket. As previously advised we are unable to alter any prices that have changed within the system due to the airlines availability. The inventory is updated regularly as purchases are made and prices change. These updates are directly linked to the vendors availability. Due to this we are unable to change or honor the lower price for the ticket.We understand that lower rates may be located due to vendors changing their rates. Due to this we offer the Best Price Guarantee program. If a lower rate is found for a standalone flight, car or cruise on Orbitz.com or on another U.S. based website within 24 hours of booking with Orbitz.com, we will credit or refund the difference in price. As the price was not located within 24 hours of booking we are unable to refund the difference in the tickets price.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]Corporate Customer Service

June 22, 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.Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a hotel reservation. We understand from Ms. [redacted] complaint she is requesting a refund of a recent hotel reservation.As previously advised, based on the cancellation and change policy agreed upon by Ms. [redacted] at the time of purchase, “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.” Due to this, the assisting agent was required to call the hotel and receive authorization to change the reservation. On June 12, 2017 the hotel supervisor advised the agent that the room that the customers reserved was not available for the times that she wanted to change the reservation to therefore she would need to pay to upgrade the reservation. We understand the Ms. [redacted] claims that the rooms were available online, at this time we are unable to verify that information.Our website is an input based system. We allow customers to book reservations for the day of as we are unaware of the customers’ needs for the reservation. As this was not an Orbitz booking error we are unable to offer any compensation for this 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 Ms. [redacted], The Revdex.com has shared your recent correspondence pertaining to your request to have the taxes refunded on your airline tickets under Orbitz locator [redacted]. I appreciate the opportunity to review your account and respond to your concerns. Upon reviewing...

your reservation, I do show that Orbitz locator [redacted] was reserved via our online service on March 22, 2015 for the travel dates of June 24, 2015 through July 7, 2015 on [redacted] Atlantic Airlines.  Due to a medical emergency, I do see the booking was canceled on May 29, 2015.  As travel insurance was not reserved and the tickets being nonrefundable, the booking was properly canceled for future use. However, once the medical documentation was received, a refund exception was forwarded to [redacted] Atlantic. On June 25, 2015, we did receive a response from [redacted] Atlantic denying the refund request.  We forwarded the request to [redacted] Atlantic a second time on your behalf; however, another denial letter was received on August 7, 2015.  On August 11, 2015, we responded to your email, and advised [redacted] Atlantic had denied your refund request.  In the notification, it was explained that the remaining nonrefundable ticket value could be used for future travel, or you could request a refund of the taxes.  The approximate tax refund would be $259.00 out of the $1585.40 ticket reserved for each traveler. The traveler would have to choose whether to utilize the ticket value for future use with the applicable penalty fees, or accept the refund of the taxes. On October 10, 2015, we did receive a response from Mr. [redacted].  Mr. [redacted] was asking what the remaining ticket value would be, and if there would be any rebooking or additional fees when utilizing the ticket.  We responded to your questions on October 13, 2015 that it would be necessary to contact us directly, and our phone number was provided.  Ms. [redacted], unfortunately, we do not show that we were contacted any further until April 29, 2016, and the ticket had already expired.  A refund of the taxes was not processed previously as we were not advised of the decision you had made regarding your tickets.  We would not process the refund without the customers’ permission.  Airline tickets only have a one-year validity, and since your tickets were issued on March 22, 2015, we no longer have access to the ticket. As we no longer have the ability to process a refund of the taxes, we have forwarded your request to [redacted] Atlantic directly.  Unfortunately, due to the age of the booking, we cannot guarantee that your request will be granted. Ms. [redacted], we certainly regret your disappointment in our services, but our records show that there were questions on possibly utilizing your tickets for future travel, and that a refund request of the taxes was not previously received.  As soon as we receive a response from [redacted] Atlantic, we will promptly update you. Thank you, [redacted] Orbitz Customer Relations

March 31, 2018 Revdex.com Chicago and Norther Illinois Complaint DepartmentRE: Orbitz Case [redacted]Dear Revdex.com, Thank you for taking the time to contact Orbitz regarding an issue from our customer.  We appreciate the Revdex.com allowing us to address the...

comments and concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] [redacted] (Revdex.com case number [redacted]) regarding a hotel. We understand [redacted] [redacted] is expecting a refund.Our records show on March 8, 2018 [redacted], or a person authorized for his account, booked a Room, 2 Queen Beds, Non Smoking, Refrigerator & Microwave (Balcony) - The Long Weekender for three nights, for two adults and two children, checking in on March 9, 2018, with the [redacted] and [redacted] Roanoke Downtown for $479.67.Our customer contacted us on March 13, 2018 requesting a partial refund, advising he stayed in the wrong room type for all three nights of the reservation. We contacted the hotel to discuss the matter. The hotel advised the room type provided was the one that was booked. We found that the hotel may have included a picture in their content on our website for the room type booked, that is not representative of that type of room. We regret that our customer’s experience may have been affected by the incorrect picture being provided. We have refunded the reservation in the amount of $270.00 as requested by [redacted], and are reaching out to the hotel to assist them if needed. The refund timeframe varies based on the processing time of the credit card company. 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

Dear Ms. [redacted]Upon reviewing your reservation history, I see that you made
reservations on our website on November 3, 2015.  During the booking process, we display
banners on each screen noting the courtesy cancellation policy, which states
that bookings can be cancelled before 10p CST...

the following day.  On November 4, you cancelled your booking
after 10p CST and the reservation could not be refunded because you had missed
the deadline.  I apologize for any
inconvenience this may have caused.  On November 9, you contacted Orbitz Customer Service
regarding your cancelled booking and were told that in order to reuse the
ticket, there are penalty fees associated with the making changes.  You go on your credit was not applied to your
new booking.  Please understand when you
have a cancelled ticket, you need to contact Orbitz Customer Service to apply
the credit to the new booking, with $200.00 airline change fee, Orbitz $30.00
service fee and plus any fare difference. 
The fare rules are given and must be agreed to prior to booking your
reservation, and as a travel agency, we are required to follow these rules as
well.  Nonrefundable tickets cannot be
refunded. Nevertheless, we do empathize with your situation, and we
are happy to waive our $30.00 service fee normally charged for ticket
exchanges, and I have documented your reservation accordingly. However, we are
required to collect the $200.00 airline change fee plus fare difference, if
applicable, at the time of the exchange. Ms. [redacted] while I understand your disappointment; our
records show that the proper information was provided to you.   We wish our reply could be more
favorable.  Please be assured that Orbitz
values your business, and we hope to have a future opportunity to serve you.Sincerely,Luisa [redacted]Orbitz  Customer
RelationsChicago, IL

Complaint: [redacted]
I am rejecting this response because: they owe me a refund. 
Sincerely,
[redacted]

April 13, 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 his rewards activity. We understand from Mr. [redacted] complaint he is requesting additional Orbucks to be added to his account and a $50 voucher. On April 13, 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 that on March 11, 2016, the customer booked a hotel reservation with an Orbitz agent. The customer purchased a one night hotel reservation at [redacted] Resort for two travelers, checking in on April 29, 2016, and checking out on April 30, 2016. The customer redeemed 59.90 Orbucks. The customers Orbucks were broken into three different amounts 27.90, 22.67, 9.33.After reviewing the customer’s account we are able to verify that on March 14, 2016 Mr. [redacted] went on Orbitz and utilized our self-service tools to cancel the one night hotel reservation. Our records reflect that 27.90, 22.67, and 9.33 Orbucks were refunded to the customer’s account that day along with a refund of $276.84.In regards to the customers $50 voucher, our records reflect a call into our customer service on April 8, 2016 to confirm the status of the rewards points in Mr. [redacted] account. Due to the confusion and frustration that the customer sustained our agent replaced the customers $50 voucher with a $100 voucher. Due to this Orbitz will not offer any further compensation in regards to this matter.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

July 16, 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]he was not able to book a recent flight reservation but sustained charges.Upon further research, we are unable to locate an Orbitz.com account related to Ms. [redacted] complaint. We respectfully request that Ms. [redacted] provide us with an email address used to book the reservation and the itinerary number. If the customer is unable to provide this information we request Ms. [redacted] submit a copy of the credit card statement documenting the charge sustained for the airline tickets. We ask she omit any personal information from the document, for security purposes. The requested information will enable us to appropriately address the customers concerns regarding a refund. The customer may submit the information through the complaint submission on the Revdex.com.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]

Initial Business Response /* (1000, 5, 2015/07/08) */
Dear [redacted]
The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you further. It is my understanding you are upset because the Best Price Guarantee claim you filed was denied. I appreciate the...

opportunity to review your claim, and respond to your concerns.
After reviewing your account, I show an exception was made the claim was approved. If the reservation is not canceled; 7 to 10 business days after travel is completed; we will add to your account 96.10 for the rate difference, and the 100 for being a Silver member.
[redacted] thank you for allowing me to review this situation with you. We appreciate your business, and we hope to have an opportunity to serve you in the future with your travel needs.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (2000, 7, 2015/07/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Consumer Response /* (3000, 13, 2015/08/31) */
I have submitted complaint regarding Orbitz Price match policy.
The vendor said that they will refund my money however they didn't do it.
I am unable to access my complaint can you please looked it up.

Complaint # XXXXXXXX

Thank you,
[redacted]
Final Business Response /* (4000, 15, 2015/09/03) */
Dear [redacted]
Thank you for the quick response. Your claim was approved, and we do offer Orbucks and not a refund. Please know I have manually added $96.10 for the rate difference, and $100 for being a Silver member.
You have a current balance of $218.65, and these are available for you to use toward a prepaid qualifying hotel booking.
[redacted] please review your "Orbucks Activity" and let me know if you have any questions. We appreciate your business, and we hope to have an opportunity to serve you in the future.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL

March 23, 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 June 13, 2016, Mr. [redacted] self-booked an Orbitz.com hotel reservation via booking number [redacted] in the amount of $422.25 with a check-in date of July 28, 2017. We understand from Mr. [redacted]’s complaint, due to health issues he requested to cancel the reservation but was denied a refund. The customer also stated, he has recently learned that the property is no longer in business and is requesting for Orbitz to cancel the reservation and issue a full refund.
 
Upon researching the customer’s complaint, we can confirm on February 28, 2017, when Mr. [redacted] brought this matter to our attention, Orbitz proceeded to advocate on the customer’s behalf by contacting the [redacted] Mountain Resort and was advised due to Mr. [redacted] booking the reservation as non-refundable, customer needed to contact the reservations department to request a refund. Orbitz provided the customer the hotel’s reservations department phone number and Mr. [redacted] agreed with the resolution given..
 
Orbitz’s acts only as a third party intermediary for airlines, hotels and cruises and must abide by the terms and conditions set by that particular vendor such as a hotel’s cancelation policy. Based on the information provided above, we are unable to honor Mr. [redacted]’s refund request.
 
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],The RevDex.com has shared your recent correspondence with Orbitz so that we
may assist you further. It is my understanding that you booked a reservation,
and you need to verify that the reservation is still confirmed. I appreciate
the opportunity to review your account,...

and respond to your concerns. After reviewing
your account, I do see your reservation confirmed at the [redacted] [redacted] Hotel for April 19 through April
21, 2016. The hotel confirmation number is [redacted]. I have also
emailed a copy of the itinerary to your email address.Virginia, thank
you for allowing me to review this with you. We appreciate your business, and
we look forward to serving you in the future.Sincerely,Jeanna [redacted]Orbitz Customer
RelationsChicago, IL

Complaint: [redacted]
I am rejecting this response because:Regardless of which department Obirtz chooses to place the blame with, Orbitz as a company is responsible as an entity to resolve the problem.
Sincerely,
[redacted]

Revdex.comComplaint Department – Orbitz.comRe: 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 in the amount $108.10.Our records indicate on February 6, 2016, the customer booked one way flight reservations – itinerary [redacted] – using the self-service tool on the Orbitz website. Travel was on [redacted] Airlines, departing February 7, 2016, from Dallas, Texas to Los Angeles, California, for one passenger.Upon further research, we were able to confirm that the customer contacted Orbitz on February 7, 2016, the customer contacted Orbitz to change or cancel their flight reservations within the 24 hour complimentary cancellation period, however, the customer’s reservations were not cancelled at that time. On March 9, 2016, Orbitz processed a refund in the amount of $108.10 back to the customer’s original form of payment. The amount of time it takes to process a refund depends on how quickly the customer’s credit card company takes to process refunds. We hope that with the information provided, we have addressed all of the customer’s concerns and look forward to assisting them further with their future travel needs.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted]Tier 3 Customer Service

October 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 hotel reservation. We understand from the customers complaint he is requesting a refund due to a recently submitted Best Price Guarantee claim.Our records indicate on November 10, 2016 the customer self-booked a hotel reservation for one traveler using Orbitz.com. The customer purchased a two night hotel reservation at APA Hotel [redacted] checking in on December 30, 2016 and checking out on December 31, 2016.After further review of the customer’s account we can confirm that on December 24, 2016 the customer canceled the hotel reservation. Since the reservation was canceled prior to check-in the customer was issued a full refund. At this time we are unable to further assist with this matter.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 your recent correspondence pertaining to your hotel overcharges at [redacted] Resort Montego Bay.      I have reviewed your reservation history to better understand the nature of your concerns.   You had a...

reservation at the [redacted] Resort Montego Bay that you were charged for an additional charge of $400.00 upon check-out.    Nevertheless, I see that there is a resolution to your overcharge.  On August 18, 2016, Orbitz Customer Relations contacted the property.  The property agreed to refund your account on file in the amount of $400.00.  Furthermore, due to your inconvenience Orbitz placed 75 loyalty points into your account.    Mr[redacted] thank you for bringing this matter to our attention.  We value your business, and hope you will provide us with a future opportunity to restore your confidence in our products and services.   Sincerely,   [redacted] Orbitz Customer Relations Chicago, IL

January 16, 2018
Revdex.com
Complaint Department – Orbitz
Re: Orbitz Case # [redacted] [redacted]
 
Dear Revdex.com,
Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and...

concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding a refund for a non-refundable hotel booking. We understand from Mr. [redacted] complaint that he is requesting to cancel his hotel reservation and receive a refund due to the Malaria Virus is prominent in the hotels location and Mr. [redacted] is allergic to the required medication.
Our records reflect that on December 28, 2017, Mr. [redacted] self-booked a 23 night hotel stay for one guest, at the Hotel Costa Linda, checking in on January 23, 2018 and checking out on February 15, 2018.
The hotel cancellations and change policy was advised while booking online:
We understand that sometimes plans fall through. We do not charge a cancel or change fee. When the property charges such fees in accordance with its own policies, the cost will be passed on to you. Hotel Costa Linda charges the following cancellation and change fees.
The room/unit type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded. No refunds will be issued for late check-in or early check-out.
On December 28, 2017, Mr. [redacted] contacted Orbitz to request to change the check in date from January 23, 2018 to January 24, 2017. Our representative advised that we will need to receive an authorization from the Hotel Costa Linda to have the fees waived. We received a response from the hotel manager on December 30, 2017, and was advised that the hotel is unable to waive the fees per their policy.
We communicated the hotel’s response to Mr. [redacted] via email and he replied requesting to cancel the entire reservation and receive a refund. Our representatives made several attempts to advocate on Mr. [redacted] behalf and on January 4, 2018, the hotel manager agreed to waive the penalty fees if the customer agrees to change the dates of his hotel stay. The hotel will not waive the penalty fees if Mr. [redacted] decides to canceled his hotel reservation.
Please be advised, 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.
Based on the foregoing reasons, we cannot issue a refund for the cancelled returned flights. 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]
Tier 3 Customer Service

January 9, 2018
 
Revdex.com
Complaint Department – Orbitz
Re: Orbitz Case # [redacted] [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 Collision Damage Plan insurance purchased on November 20, 2017. We understand from Ms[redacted] complaint that she is requesting a refund for the insurance purchased in the amount of $88.00 due to Europcar not providing a rental vehicle.
Or records indicate that a refund in the amount of $88.00 was refunded to the original form of payment, on December 26, 2017. The credit will appear on the original form of payment within 7-10 business days.
Again, thank you for allowing us the opportunity to address your concerns. If you have any further questions or concerns, please don’t hesitate to contact us.
 
Sincerely,
[redacted]
Corporate Customer Service