Orbitz

June 25, 2017
 
Revdex.com
E.com - Alaska, Oregon & Western Washington / E.ca - Mid-Western and Central Ohio
Complaint Department
 
Re: Expedia Case #: [redacted]
 
Dear Revdex.com,
 
Thank you for forwarding the Revdex.com Consumer Rebuttal from our client, [redacted] We regret to hear that the customer did not accept our response and/or resolution offered.
 
We have further researched Ms. [redacted] complaint (Revdex.com case number [redacted]) regarding foreign transaction conversion fees.
 
As previously stated, Orbitz operates only as a third party booking intermediary for travel vendors.  Pricing is set by the vendors, who are the merchants of record, regardless of what country the purchase was initiated in.  In the case of Ms. [redacted] flights, [redacted] Airlines is a foreign retailer and the company she made the purchase of service from.
 
There are generally two types of fees that customers can be charged, when purchasing goods or services from a non-US Retailer;
A Foreign Transaction Fee, when charged, is added to the customer’s transaction by the bank that issues their credit card, for their part in handling the transaction with a foreign business. 
A Currency Conversion Fee, which may be added by the customer’s card payment processor, such as Visa or MasterCard. 
Both of these fees are not part of the initial transaction and Orbitz has no part in placing the charges or any way of determining if the customer’s bank and card processing company charges these fees, as part of their contract with the customer.  There are banks and issuers that have cards with no foreign transaction fees that customers who travel or shop internationally may wish to look into.  Ms. [redacted] may also want to contact her bank and check into whether they would be willing to drop the fee as a courtesy.
As these fees are between the customer and the terms of her contract with her bank card issuers, we do not feel Orbitz is responsible for providing compensation in this matter.  The cost of her actual flight services were correctly charged by the airline and in keeping with the amount of her itinerary.
We apologize to the customer for the inconvenience this situation has caused. 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
Expedia, Inc.

August 16, 2017Revdex.comComplaint Department – OrbitzRe: Orbitz Case #[redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been...

brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a hotel reservation. We understand from Mr. [redacted] complaint he is requesting a refund due to best price guarantee.Our records indicate on August 1, 2017 the customer self-booked one-way flight for one passenger on Orbitz.com. The customers flights were operated by  [redacted] Airlines, departing from Doha to Beirut on August 4, 2017. This flight reservation totaled $296.85.On July 13, 2017 the customer submitted a best price guarantee claim for a hotel totaling $10.58. After reviewing the claims we understand that some claims were denied due to the lower rate not be available at the time of validation. We apologize for any inconvenience this lapse in time may have caused. We would also like to apologize for the customer service issues experienced in trying to obtain a price match of the reservation. We would like the customer to know that every reservation is important to us and our main goal is to provide a smooth and pleasant experience to our members.Per the Best Price Guarantee terms and conditions that were agreed to upon submitting the claims:Three (3) sets of $50 in Orbucks as the result of a Price Guarantee claim per customer per calendar month (regardless of the number of accounts used by the customer or the number of bookings made by the customer).The customer has already received three sets of $50 in Orbucks for the month of August 2017. Due to this we are unable to issue any additional Orbucks for this account.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

Complaint: [redacted]
I am rejecting this response because:I am glad Orbitz realized their mistake. But that doesn't change the fact that I spent many hours on the pohone with incompetent reps who couldn't figure this mistake out. I don't care much about the $18 difference in rebooking fees as much as I do about the frustrating experience I faced due to poor customer service. I will not consider this matter closed until Orbitz waives the rebooking fee completely for wasting my time and effort. Please advise if they can do this before I take this to small claims. Thank you. 
Sincerely,
[redacted]

January 5, 2017Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been...

brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from Mr. [redacted] complaint he is requesting a partial refund for an unused flight reservation Our records indicate on October 31, 2016 the customer self-booked two round trip flight reservation using Orbitz.com for one traveler. The flights were operated by [redacted] Airways, with flights from Boston, MA to Bilbao departing on December 3, 2016 and returning on December 8, 2016.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. As [redacted] Airways 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.On December 8, 2016 the customer contacted our customer service and spoke to an agent who advised him that the airlines marked the customers return flights as a “no-show”. Due to this the customer retains no credit for his return flight. On December 28, 2016 Orbitz reached out to [redacted] Airways to advocate on Mr. [redacted] behalf. They advised that they will research the matter and contact the airport. They advised that we call back in a couple days to be advised of the resolution. On January 5, 2017 we again contacted [redacted] Airways to request a refund of the reservation. They advised that another follow up email was sent to the airport and to contact them back in a few days. 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

June 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 case number [redacted]) regarding rental car reservations. We understand the customer is stating they have been unable to select specific pickup and drop off times for the rental car when booking a car and hotel package and are requesting compensation due to this.
Our records indicate that on June 21, 2017, the customer booked hotel and rental car package reservations – itinerary [redacted] – using the self-service tool on the Orbitz website. Hotel accommodations were at the [redacted] Hotel Los Angeles Commerce Casino, checking in July 7, 2017 for three nights. The rental car reservations were with Alamo Rent A Car for pick up on July 7, 2017, and drop off on July 10, 2017, for a compact size car.
Upon further research, Orbitz confirmed that on June 22, 2017, the original car booking was canceled with a full refund in amount of $178.02 for the car portion of the package, and a new reservation was created – itinerary [redacted] – for the customer’s desired pickup time of 8:00AM on July 7, 2017, and drop off time of 1:30PM on July 10, 2017. As the amount of the new car reservation was $237.06, Orbitz processed a refund in the amount of $59.34, bringing the new rate to $178.02, which is the amount for the original car booking. The amount of time it takes to receive the refund will depend on the customer’s specific banking institution.
Regarding Ms. [redacted] rental car booking from May 2017, Orbitz was unable to locate the booking with the information provided, and request that Ms. [redacted] provide the email address and itinerary number associated with the booking so that we may further research her request.
Orbitz strives to offer the best customer experience in the industry by way of our website as well as our Customer Support Representatives. Our goal is to provide outstanding service and customer feedback such as Ms. [redacted] is an essential tool in achieving that goal. We appreciate the time she took to provide Orbitz with her comments and we have passed her feedback onto our site team for possible future site enhancements.
Please accept our apologies in regards to Ms. [redacted] recent travel experience. We regret any inconvenience that may have occurred and would like to assure her that her business is important to us. Despite her recent experience, we encourage her to continue to use Orbitz for her future travel arrangements.
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

August 7, 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]5) We regret to hear Ms. [redacted] did not accept our response and/or resolution offered.
 
Orbitz’s goal is to provide an exceptional customer experience. The customer stated no coupon was found on account and is requesting a cash refund instead.
 
After further research we can confirm that Ms. [redacted] account, where the original reservation was booked in, currently has a $125.00 coupon that expires on October 31, 2019. We can also confirm any promotion, discount or coupon Orbitz offer, whether is something found online or provided by one of our agents, does not cover taxes and fees regulated by the government.
 
Further research shows, Orbitz has advocated on Ms. [redacted] behalf by requesting a refund from [redacted] Airlines, which again, was denied.
 
Orbitz continues to stand by our original reply. Orbitz did not process any charges to the customer’s credit card so is unable to process any refunds due to an airline initiated schedule change; therefore a refund or further compensation requested by Ms. [redacted] cannot be provided.
 
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

October 4, 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 Sergei Burtsev (Revdex.com case number [redacted] regarding a package reservations. We understand from the customers complaint they are unhappy about the Best Price Guarantee claim being denied.Our records indicate that on September 20, 2016 the customer purchased a seven night hotel reservation at [redacted] Imperial Maya All Inclusive, checking in on November 26, 2016, and checking out on December 3, 2016. The customers flights were operated by [redacted] departing from Boston, MA to Cancun on November 26, 2016 and returning on December 3, 2016.Orbitz offers our Best Price Guarantee policy as a benefit to our customers. The benefit is that we will match the price if a lower price is found online. There are many terms and conditions with the Best Price Guarantee policy. Some of the terms are as follows:• For flight and hotel bookings the lower price must be found and submitted within 48 hours of purchase• The Best Price Guarantee claim must be submitted online• The Best Price Guarantee is available only for exact itinerary matches.• For example, the specific airline and cabin class (First, Business, Premium Economy or Coach/Economy), hotel (including room type) including the exact same dates and times of travel or service as booked through Orbitz.com.The full terms and conditions of the Best Price Guarantee can be found at the link below.https://www.orbitz.com/p/info-other/guarantees On September 22, 2016 the customer submitted a best price guarantee claim for their package reservation. On September 26, 2016 the customers claim was denied due to the customers hotel portion of the screenshot showing a different room type then what was purchased. After further review of the customers claim we have decided to honor the customers claim as a one-time courtesy. As the customer has not utilized his booking we request the customer to call customer service post-stay so we may issue his refund of $239.20 and $50 worth of Orbucks. When contacting our customer service we suggest the customer provide our agent with the case number at the top of the letter to expedite the request.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

June 23, 2017   Revdex.com Chicago, Illinois Complaint Department Re: Orbitz.com Case #: [redacted]   Dear Revdex.com,     Thank you for taking the time to contact Orbitz.com 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.com is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.   Orbitz.com is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation.  We understand Ms. [redacted] is requesting that Orbitz.com honor the original price.  On June 20, 2017, we received receipt of the Revdex.com complaint.   Our records reflect on June 20, 2017, the customer self-booked a flight reservation for [redacted] [redacted] [redacted]. Travel was on [redacted] Airlines operated by [redacted] Airlines, departing August 31, 2017, from New York to Venice, Italy; and returning on September 5, 2017, from Venice, Italy to New York, via itinerary number [redacted]. The customer is stating that the flight was confirmed; however the customer received an email from Orbitz.com advising that the flight was not. The customer is stating that Orbitz.com will not honor the original cost for the flight.   Upon further researching this matter, we can confirm on June 20, 2017, the airline sent a notification advising that the airline could not confirm the reservation. An automated email was sent to the customer. On that same day the customer contacted Orbitz.com regarding the flight cancellation.   Orbitz.com advised the customer that the airline did not acknowledge the flight or the fare and that the price for the flight was higher. The customer declined to pay the additional cost and requested that Orbitz.com to honor the original cost. Orbitz.com advised the customer that we could not and offered to refund the booking fee of $10.00 since the reservation was not charged.   Orbitz.com works from a live inventory and prices and/or availability can fluctuate.  The flight reservation is not confirmed, until it is ticketed.   Orbitz.com 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. We must adhere to the airline’s policies.   Furthermore, at the time of the booking, the customer agreed to Orbitz.com Terms of Use. Our Terms of Use explicitly provides:   SUPPLIER RULES AND RESTRICTIONS Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.   You understand that any violation of any such supplier's rules and restrictions may result in cancellation of your reservation(s), in your being denied access to the applicable travel product or services, in your forfeiting any monies paid for such reservation(s), and/or in our debiting your account for any costs we incur as a result of such violation.     Based on the above, Orbitz.com is unable to honor the original cost for the flight. The customer can book the reservation at the current price.   We thank you for allowing us the opportunity to address the issues that were brought to our attention.    Sincerely,   [redacted] Corporate Customer Service

January 24, 2018
Revdex.com
Complaint Department –
Re: Case # [redacted] [redacted]

Dear Revdex.com,
Thank you for forwarding the Revdex.com Consumer Rebuttal from Mr. [redacted] We regret to hear Mr. [redacted] did not accept our response.
Orbitz is responding to the consumer complaint from Jesse [redacted] (Revdex.com case number [redacted]) regarding a refund for a non-refundable hotel booking. We understand from Mr. [redacted]’s 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.
We have further reviewed Mr. [redacted]'s complaint and after giving the matter our full attention we continue to stand by our previous response wherein we advised that we are unable to honor Mr. [redacted]'s request of a refund for a non-refundable hotel reservation.
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 cancellation and change policy was advised and agreed to while booking online:
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.
Furthermore, when finalizing the reservation on Orbitz.com, Mr. [redacted] agreed to the following Terms of Use:
The carriers, hotels and other suppliers providing travel or other services are independent contractors and not agents or employees of the Orbitz Companies. Orbitz Companies are 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 Companies have 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 have no responsibility for any additional expenses, omissions, delays, re-routing or acts of any government or authority.
In no event shall the Orbitz Companies, the Orbitz Partners and/or their respective suppliers be liable for any direct, indirect, punitive, incidental, special or consequential damages arising out of, or in any way connected with, your access to, display of or use of this Website or with the delay or inability to access, display or use this Website (including, but not limited to, your reliance upon opinions appearing on this Website; any computer viruses, information, software, linked sites, products and services obtaining through this Website; or otherwise arising out of the access to, display of or use of this Website) whether based on a theory of negligence, contract, tort, strict liability, consumer protect protection statutes, or otherwise, and even if the Orbitz Companies, the Orbitz Partners and/or their respective suppliers have been advised of the possibility of such damages.
Our representatives made several attempts to advocate on Mr. [redacted]’s behalf to receive authorization to issue a refund 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.
Based on the above, we cannot issue a refund for the hotel reservation. The terms and conditions were expressly advised and agreed by Mr. [redacted] at the time of booking. Orbitz has no authority to override a hotel’s policy. 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 Customer Service

Complaint: [redacted]
I am rejecting this response because:I told your agent not to cancel my hotel room if she could not refund me for the flights. I see no reason to continue any services if we have no place to sleep. You are a shady company which doesn't set forth your terms in an easy manner. I will NEVER use your company or your services again. Your last agent informed me there is no credit and yet, somehow you are telling me there is but we will have to pay how much to use our tickets? You have the worst set up available. I am requesting a full refund as I never want anything to do with you again and I will recommend that none of my family and friends use your services. Word of mouth is very big for business as well as the reviews which are terrible. 
Sincerely,
[redacted]

October 13, 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 Eugene [redacted] (Revdex.com case number [redacted]) regarding his Orbucks. We understand from Mr. [redacted] complaint he is requesting a refund of 4.26 Orbucks.Our records indicate on October 3, 2016 the customer booked a hotel reservation for a one night stay at the iSanook Residence checking in on November 16, 2016 and checking out on November 17, 2016. The customer used 32.15 Orbucks to pay for the reservation.Our records confirm that the customer canceled the reservation the same day and was refunded 32.15 Orbucks. We are able to confirm that a new reservation was booked the same day. After further reviewing the customers loyalty rewards we are able to confirm that on October 4, 2015 the customer was provided 4.26 Orbucks.When Mr. [redacted] canceled his first reservation 4.26 Orbucks immediately expired. After further review we are able to confirm that due to a system error the customers Orbucks expired early. Due to this as of October 13, 2016 Orbitz has added 4.26 Orbucks to Mr. [redacted] account.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], Thank you again for the follow-up response. As a travel agency, we do not charge you directly for airline reservations. The charge on your credit card statement is from [redacted] Airlines. Please know sometime the airlines will confirm some flights above the actual aircraft capacity and therefore, on these flights, seats will remain available for the reservation, but seat assignments may not be available. In such situations, the airlines provide the seat assignment at the gate prior to the departure of the flight. Based on our customers’ preferences; Orbitz transmits a request about the seat requested to the airline. Seat assignments are ultimately the decision of the airline, so we advise our customers that if they have special needs, it is always best to check with the airline personnel, to see if they can accommodate those needs. Ms. [redacted], I do wish we could offer you a more favorable response. Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

Dear [redacted],   The Revdex.com has shared with ** your correspondence regarding your recent experience with Orbitz. It is my understanding [redacted] charged you $21000 USD for the change made to your return flight from [redacted] to Chicago instead of 21000 [redacted]n Rupees. I...

appreciate the opportunity to review your account and respond to you.   On behalf of Orbitz, I would like to apologize for any frustration this has caused you.   Please know while Orbitz apologizes for your disappointing experience, you will need to contact [redacted] directly for any refund or compensation requests as they made the change to your reservation and charged you for the change.   Nevertheless, we do value you as a customer and we would like to offer you a $100 future travel voucher to be used towards 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 ** at [email protected].  Please reference case number 5762181 and my letter offering the $100 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 letter, until March 17, 2017.   [redacted], we appreciate your business and hope you will continue to use Orbitz in the future for your travel needs. Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

Complaint: [redacted]
I am rejecting this response because:Orbitz" statement that "refund of an airline ticket cancelled within 24 hours after booking" per our records we can confirm that you were unable to successfully contact Orbitz customer service 24 hours after booking" is absolutely false:As per my original claim to Orbitz, copy ofwich was sent to Revdex.com, I have concrete proof of:- a 3 min call with an Orbitz agent on Sept. 13  13:49pm telling I was to be called back- an incoming call from Orbitz (number [redacted]) on Sept.13 14.13pm an 18 min call during which I clearly requested the Orbitz agent to proceed with cancellation of the booking- On September 15 at 16.48pm I received an incoming email from Orbitz telleing me "we are still in the process of contacting [redacted] Airways"This evidence shows Orbitz above statement is simply false !Further, as to Orbitz' statement "we provide customers the option to cancel flights online through their Orbitz account" is also untrue:before calling Orbitz to cancel the flight, I intended to cancel the flight online through my account: that was impossible as the system indicated that the flight could not be cancelled "online" and that an Orbitz agent should be contacted.From the above it is obvious that Orbitz failed to timely cancel the flight with the airline; furthermore, the way Orbitz is dealing with my claim is simply unbusinesslike.My claim is serious and I expect a serious attitude from Orbitz !
Sincerely,
[redacted]

Complaint: [redacted]
 
I am rejecting this response because:  We have not received any form of reimbursement for the airfare.  I am getting copies of my credit card statements and will send them in ASAP.
Sincerely,
[redacted] [redacted]

Initial Business Response /* (1000, 5, 2014/11/04) */
Dear Ms.[redacted]
The Revdex.com has shared your recent correspondence pertaining to the schedule change associated with an airline ticket. I appreciate the opportunity to review your account and respond to your...

concerns.
My understanding is that you booked a flight through Orbitz on [redacted] for November 27, 2014
to travel from Pensacola to [redacted]. The airline had a schedule change that occurred in September but
You were never notified by Orbitz so that you could make alternate plans. You have contacted [redacted]
Airlines direct and have confirmed an alternate flight. On behalf of Orbitz I would like to apologize for this disappointing experience and inconvenience. We are currently addressing how this situation occurred. Although the schedule change is viewable in your itinerary history, your reservation did not fall into the proper queue for attention. At this time, we are unsure how this unfortunate situation occurred. We are currently researching with the airline carrier and our technology partners to determine the cause of this problem. Whatever the problem, we acknowledge a mistake was made and we regret failing to meet your expectations.
Ms.[redacted] we appreciate your business and we value your patronage. As a gesture of sincerity, we would like to offer you a $100.00 future travel voucher on your next Orbitz.com booking. Our future travel 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 [redacted]. Please reference case number XXXXXXX and my letter offering the $100.00 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 letter, until November 4, 2015.
Ms.[redacted] thank you for telling us where extra attention is needed. We appreciate your business and we hope you will provide us with a future opportunity to fully restore your confidence in our products and services.
Sincerely,
[redacted]
Orbitz Customer Relations

February 21, 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 best price guarantee refund request. 
 
Our records show on January 31, 2017, Ms. [redacted] self-booked an Orbitz.com hotel reservation via booking number [redacted] in the amount of $200.75. We understand from the customer’s complaint, he found a lower of $185.30 and a best price guarantee application was submitted. Mr. [redacted] also stated Orbitz is not complying with the best price guarantee rules and is requesting a refund of the price difference and the $50 Orbucks to be placed on her account.
 
Orbitz’s goal is to provide an exceptional customer experience, a credit in the amount of $15.45 was processed back to the original form of payment and $50.00 Orbucks were placed on the customer’s account. We do regret any inconvenience she has encountered in resolving this matter. As the issue has been resolved to the customer desired outcome, Orbitz considers this matter closed.
 
We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
 
[redacted]
Corporate Customer Service

Initial Business Response /* (1000, 5, 2015/08/10) */
Dear Mr. [redacted]
The Revdex.com has shared your recent correspondence pertaining to your Orbitz Visa credit card application, and not receiving your temporary card number to use immediately. I appreciate the opportunity to...

review your account and respond to your concerns.
When an Orbitz Visa Card application is processed, [redacted] Bank will review the application, and a temporary card may be issued. The application is forwarded to [redacted] Bank directly, and a temporary card is issued at their discretion. Those applications are not received nor reviewed here at Orbitz.
I have reviewed your account under the email address of [redacted]@aol.com, and I am not showing any new hotel rooms confirmed. If you have concerns regarding not receiving your temporary card number, these questions would have to be directed to the bank directly.
Mr. [redacted] we certainly apologize for any inconvenience you have encountered. We do appreciate your business, and hope that we have a future opportunity to serve you.
Sincerely,
[redacted]
Orbitz Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The orbitz card is their branded card not only that is is advertised on THEIR site and you apply from a link on THEIR site. They must assume some responsibility for things they link post or add to their site . [redacted] bank refers me to orbitz and now vice versa when does it end? If this is how both do business they should not be in business.The reason you dont show new bookings is because I will not book for a price higher than what was stated because thats not my fault. I want teh price as was stated.
Final Consumer Response /* (4200, 11, 2015/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I stated before this is bad business one blames the other and no one acepts responsibility. The credit card is advertised through orbiz website it doesnt matter if another company sells it they are the ones advertising it and its branded with the name orbitz I was booking 7 rooms and I only am offered 100 dollars? what does that do, they should take a proper discount off of each room
Final Business Response /* (4000, 9, 2015/08/12) */
Dear Mr. [redacted]
Thank you for your follow-up response, and I appreciate the opportunity to review your account and respond to your concerns.
Please know that when applying for an Orbitz Visa Card, we do not see the financial information entered, and do not make the decision on whether an application is approved or denied. If you do not receive a temporary card depends on the bank directly.
Mr. [redacted] as a travel agency, Orbitz does not charge you directly for airline reservations. Prices are based on availability, and we are unable to offer a fare that is no longer available. Nevertheless, due to your disappointment and as a gesture of our sincerity, Orbitz would like to offer you a $100 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 [redacted] Please reference case number XXXXXXX and my letter offering the $100 voucher in your request. Orbitz will then issue a credit to the card used for the new booking. This offer is valid until August 12, 2016.
Mr.[redacted] , we appreciate your business, and we hope you will provide us with a future opportunity to serve you with your travel planning needs.
Sincerely,
[redacted]
Orbitz Customer Relations

August 12, 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 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

November 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 hotel reservation. We understand from the customers complaint they are unhappy about the rate that their reservation was booked at.Our records reflect on October 22, 2016 the customer self-booked a hotel reservation for five travelers using Orbitz.com. The customer purchased a three night hotel reservation at [redacted] Points by Sheraton Niagara Falls, checking in on October 28, 2016, and checking out on October 31, 2016.The rate disclosed to the customer by the [redacted] Points by Sheraton Niagara Falls is what we call a Net Rate. In order for Orbitz to offer the discounted prices on our website we purchase hotel rooms in bulk, a minimum of one year in advance at a contracted rate. The rate we then charge is still usually lower than any other published price.However, after we purchase the rooms the hotel has the option of modifying their rates as they wish to match their inventory or business needs. This is something we have no control over and may be lower than the price we currently offer.Our records reflect that the customer was refunded a total of $200.46 for this reservation due to the hotel disclosing the rate. Along with the refund, the customer was also provided a $25 coupon. The refund was made to the customers original form of payment. The amount of time it takes the customer to receive depends on the customers banking institution.On October 31, 2016 the customer called Orbitz in regards to a car reservation. To our understanding the customer was unhappy with the deposit that was required at the time of pick up therefore she did not use the car reservation. Per the terms and conditions that were presented at the time of booking there would be a deposit of $200.00 at the time of pick up. The assisting agent was able to verify that the car reservation was not utilized therefore, processing a refund of the insurance.As the customer was able to use her flight reservation under itinerary [redacted] we are unable to authorize a full refund for 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