Orbitz

Dear Mr. [redacted] The Revdex.com has shared with us your correspondence regarding your recent Orbitz experience. It is my understanding you had to cancel your vacation package to Rio De Janeiro due to your military orders changed and your leave was denied. You are requesting a refund...

for the entire reservation. I appreciate the opportunity to review your account and respond to you. On behalf of Orbitz, I would like to thank you for your service. As Orbitz is an online travel agency we do have to abide by the rules placed on a reservation by the airlines and other suppliers, i.e. hotel properties and car rental agencies. Please understand while we do everything possible to assist customers that have to cancel or change their reservations due to a change in military orders, if the airline and other suppliers advise us that a reservation cannot be refunded, Orbitz is not in a position to process a refund. Mr. [redacted] I have contacted TAM Airlines and advised them of why you had to cancel and that you had documentation you could provide advising of the change in orders; however, they advised as the reservation was non-refundable no refund would be authorized for any reason. Furthermore, the Novotel Rio de Janeiro Santos Dumont also advised that they would not allow a refund for your stay. Unfortunately, as the airline and the hotel will not allow a refund for the reservation, Orbitz is unable to provide you with a refund. We wish our response could be more favorable. We do appreciate your business and hope you will continue to use Orbitz in the future for your travel needs. Sincerely, Shalon [redacted] Orbitz Customer Relations Chicago, IL

June 22, 2017   Revdex.com Chicago & N. Illinois Complaint Department   Re: 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. It is never our intent to mislead or to cause inconvenience to our customers, and we are truly sorry that Mr. [redacted] was put in this position. Unfortunately, we feel that no compensation is due on this occasion, and would again like to offer our apologies for any disappointment caused as a result. Again, we thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely, [redacted] Corporate Correspondence Team

Dear [redacted],     The Revdex.com has shared your recent correspondence pertaining to your refund request for the charges incurred for WiFi services at the Grand [redacted] Principe La [redacted] - All Inclusive as the service was inadequate. On behalf of Orbitz, I apologize for your...

disappointing experience, and appreciate the opportunity to review your account and respond to your concerns.   We certainly regret to hear of your disappointment in the WiFi services provided during your stay.  This is an amenity provided and charged by the property directly, and is not in the control of Orbitz.    [redacted], we would not be able to grant your refund request of the charges incurred for the WiFi as this was charged by the property directly.  Nevertheless, as a gesture of our sincerity, Orbitz would like to offer you a $75 USD future travel [redacted] on your next prepaid Orbitz.com airline, hotel or vacation package booking.  Our [redacted] 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 [redacted]:                               When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [redacted]@customercare.Orbitz.com.  Please reference case number [redacted] and my letter offering the $75 [redacted] in your request.  Orbitz will then issue a credit to the card used for the new booking.  This offer is valid until June 28, 2017.   [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         Tell us why here...

Complaint: [redacted]
I am rejecting this response because: I contacted Orbitz and the hotel is saying they have nothing to do with this and that I need to talk to Orbitz about it. I dont feel like Orbitz is trying to find a solution for a service that was not used I can provide phone records of me trying to contact customer service if I need to or maybe ask the hotel and see if they can send you video of me going in and talking to the front desk you tell me what works best. 
Sincerely,
[redacted]

Dear [redacted], The Revdex.com has shared your recent correspondence pertaining to your schedule change for your Orbitz confirmation number [redacted].  I appreciate the opportunity to review your account and respond to your concerns. It is my understanding, there was a...

schedule change on your flight on [redacted] Airways, and you were not notified by Orbitz, which caused you to cancel your flight, because there no other flight options for next four days.    I have checked your reservation history and do see an airline schedule change in your itinerary history. It is recommended that all customers reconfirm their flights with the airlines 24 hours prior to departure for any last minute changes they may have.  We certainly regret that your “My Trips” did not properly update, and that the email notification advising of the change in schedule was not received.  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.  Also I found that your airline tickets, hotel and car reservations have been refunded to your account on file.  Nevertheless, we apologize again for any inconvenience this has caused, and as a gesture of our sincerity, I have placed 200 loyalty point into your account.  These are available for you to use immediately toward a prepaid qualifying hotel booking. [redacted], thank you for bringing this issue to our attention. Orbitz values your business, and we hope to have an opportunity to serve you in the future with your travel planning needs. Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

August 18, 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 unhappy about the price difference between what was shown on the computer and his mobile app.Our records reflect that between July 29th and July 30th 2016 the customer self-booked five hotel reservations for two travelers using Orbitz website. Mr. [redacted] purchased a one night hotel reservation at Excellence El Carmen- Adults Only All Inclusive, checking in on November 14, 2016, and checking out on November 20, 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. We utilize a live inventory system for our hotel reservations. The inventory is updated regularly as purchases are made and prices change. These updates are directly linked to the vendors availability. Though we attempt to update the our website as quick as possible there may be a price discrepancy due to the purchases/cancelations that are associated with our vendors. We regret if the customer felt the prices were not competitive.As prices will fluctuate, Orbitz offers our Best Price Guarantee promotion as a benefit to our customers. The benefit is that we will match the price if a lower price is found online. We are able to confirm that the customer was refunded for two of the five reservations due to the customers Best Price Guarantee claims being approved. At this time we are unable to offer further compensation to Mr. [redacted].If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

March 24, 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 package. We understand [redacted] [redacted] is requesting a refund.Our records show Lucia Sacco or a person authorized for her account booked via the Orbitz.com mobile site on December 18, 2017, for a package for two passengers including roundtrip flights with [redacted] Airlines on January 27, 2018 from Rochester to New Orleans, returning February 1, 2018, a Deluxe Room for two nights with the [redacted] Hotel, checking in on February 27, 2018, and shared roundtrip shuttle: New Orleans International Airport to Hotels in City Center, with a total cost of $1500.57.On January 20, 2018 our customer contacted us wanting to change travel start date to January 28, 2018, and still return February 1, 2018. The hotel and shuttle could be canceled and refunded in full, in the amount of $803.37. The flights had a value of $338.40 per airline ticket and were nonrefundable. According to the fare rules of the tickets, the value could be used towards the purchase of new flights with [redacted] Airlines for a fee of $200.00 per ticket.Our customer was able to book a new package online while working with our agent and get package pricing for the new hotel reservation with [redacted] Hotel, and the new shuttle reservation, and added Vacation Waiver package protection. The initial cost of the new package charged as $1806.88. After a refund of $1071.12, the total cost paid for the hotel, shuttle and package protection was $735.76.The new flights requested on January 20, 2018, for January 28, 2018 to February 1, 2018 with [redacted] Airlines had a cost of $687.00 per ticket, with two passengers. When the airline credits of $338.40 per passenger our customer had were applied to the flights they requested, there was still a balance due of $338.40 per passenger, plus the $200.00 change fee per passenger. The total cost of the exchange was $1076.80.Our customer called multiple times advising between all purchases and refunds for the two itineraries the total charges should be less than what was paid, and they didn’t agree to pay the additional fare cost of the new flights. Minus the administrative change fees of $400.00, the total value of the flights, hotel, shuttle, and insurance was $2109.76.On March 7, 2018 one of our supervisors refunded our customer the amount requested of $676.80 as goodwill. Orbitz.com is a third-party vendor that offers travel products for sale from our vendors. The prices of those items come from the vendors who sell them, and Orbitz.com is unable to set pricing for the vendors or override their prices. We regret any misunderstanding during the changes that were made, and provided the refund requested as goodwill. We will be unable to provide compensation, or any further goodwill regarding 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]Corporate Customer Service

Dear Mr. [redacted], The Revdex.com has shared your recent correspondence pertaining to charges being processed by the [redacted] Inn & Suites [redacted], and your reservation was prepaid.  On behalf of Orbitz, I apologize for this disappointing experience, and appreciate...

the opportunity to review your account and respond to your concerns. Please know that I have contacted the [redacted] Inn, and they have advised that they will refund your credit card, and properly charge Orbitz directly.  Please allow 7 to 10 business days for the refund to process. Mr. [redacted], we apologize again for any inconvenience this has caused, and due to the disappointment this has caused, I have added $50.00 in Orbucks to your Rewards account.  Your Orbucks are valid for one year, and these can be reviewed by logging into your Orbitz account directly. Thank you again for the opportunity to address your concerns.  We do appreciate your business, and look forward to serving you in the future. Sincerely, [redacted] Orbitz Customer Relations

May 12, 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 Amanda [redacted] (Revdex.com case number [redacted]) regarding a hotel reservation. We understand Ms. [redacted] is requesting a refund of one night of her hotel reservation. On May 12, 2016, we attempted to contact customer to acknowledge receipt of the Revdex.com complaint but were unable to reach the customer.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. The requested information will enable us to appropriately address her concerns. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

Dear [redacted] The Revdex.com has shared your recent correspondence...

pertaining Orbitz’s courtesy cancelation policy.  I appreciate the opportunity to review your account and respond to your concerns. It is my understanding that a reservation was booked on December 27, 2015 at 1153p CT.  On December 29, at 619P CT you contacted Orbitz Customer Service to cancel your booking.  At this time you were advised that you were outside the courtesy cancel window.  Please know that during the booking process, we display banners on each screen noting the courtesy cancellation policy, and you mentioned you had noticed the banners with the disclosure during the booking process. Orbitz offers a courtesy cancellation feature for no additional charge, except for the initial service fees billed, within the first 24 hours of your booking before 10p CST.  Please know that we do empathize with your concerns, but as a travel agency, we do not hold the funds for the tickets confirmed, and we are unable to offer compensation due to the changes you made to your booking because you were outside Orbitz’s courtesy cancellation window.  [redacted] while I understand your disappointment; our records show that the proper information was provided to you.  The courtesy cancellation banner appears throughout your booking process.  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 Relations Chicago, IL

August 23, 2017   Revdex.com Chicago, Illinois Complaint Department Re: Orbitz Case #: [redacted]   Dear Revdex.com,     Thank you for taking the time to contact Orbitz regarding an issue from our customer.  We appreciate the Revdex.com allowing us to address...

the comments and concerns which have been brought to our attention.  Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.   Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a cruise reservation.  We understand Ms. [redacted] is requesting that the reservation be corrected. On August 14, 2017, we received receipt of the Revdex.com complaint.   Our records reflect on March 13, 2017, the customer self-booked a cruise reservation. Travel was on [redacted] International aboard the Vision of the Seas, departing November 11, 2017, from Galveston, Texas; and returning on November 16, 2017, via booking number [redacted]. The customer is stating that they contacted Orbitz who advised the customer that the payment due date would be extended; however it was not.   Upon further researching this matter, we can confirm on August 13, 2017, Orbitz sent an email to the customer advising that the final payment due date would be on August 13, 2017 and if the payment was not processed [redacted] would cancel the reservation. The customer replied stating that they could not make the payment and inquired about the refund.   In reviewing the account, the customer did not contact Orbitz on August 13, 2017 and the final payment was not made and the cruise line canceled the reservation and imposed the cancellation fee of $424.99.   In regards to the customer complaint letter stating that they have a call recording claiming that Orbitz agreed to extend the payment due date. Our findings do not reflect that Orbitz advised that information to the customer and cannot accept the customer’s call recording.   Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies, cruise vendors, and airlines and is subject to the rules and restrictions of those providers. [redacted] was the merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary and not Orbitz. We must adhere to the cruise line policies.   Furthermore, at the time of the booking, the customer agreed to Orbitz’s 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 is unable to honor the request to reinstate the reservation or process a refund.   We thank you for allowing us the opportunity to address the issues that were brought to our attention.    Sincerely,   [redacted] Corporate Customer Service

March 2, 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 customer service issue and refund request. 
 
Our records show on October 2, 2016, Ms. [redacted] self-booked an Orbitz.com flight reservation with [redacted] via booking number [redacted] in the amount of $1,265.65. We understand from Ms. [redacted]’s complaint, due to price issues she was forced to cancel the flight reservation and receive an airline future travel credit (FTC). The customer also stated due to poor service by Orbitz customer support and higher rates in flights, she has not been able to use her credit and is requesting for it to be refunded back to the original form of payment.
 
Upon researching the customer’s complaint, we can confirm on October 17, 2016, when Ms. [redacted] brought this matter to our attention and canceled the flight reservation, one of our customer service supervisors advised the credit would be provided by [redacted] and not Orbitz.
 
Further research shows, on February 14, 2017, when Ms. [redacted] requested to use the airline credit but due to the rates provided by the airline were not as low as the ones she had found online, no flight was booked and airline credit remained with the airline.
 
Orbitz’s acts only as a third party intermediary for airlines, hotels and cruises and must abide by the airline rates and the terms and conditions set by that particular vendor. When a future travel credit is being utilized, the airline that holds the canceled ticket provides the available rates therefore Orbitz is unable to modify them.
 
[redacted] fare rules provided to the customer at the time of booking state the credit is valid for one year from the date of issue and all travel must be completed within the validity period. Based on the information provided above, we are unable to honor Ms. [redacted]’s request for a refund.
 
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 Ms. [redacted], The Revdex.com has shared your recent correspondence pertaining to the issues you encountered with your [redacted] Airlines flight, and your refund requests.  On behalf of Orbitz, I apologize for your disappointing experience, and I appreciate the opportunity to...

review your account and respond to your concerns. Upon receiving your correspondence, we have verified this issue was resolved on March 1, 2016. One refund in the amount of $482.70 and a second refund in the amount of $106.30 was processed back to the original form of payment. The time it takes to post the refund to their account depends on how quickly your credit card company processes refunds, which is generally within 3-7 business days.We thank you for allowing us the opportunity to address the issues brought to our attention.  We do appreciate your business, and hope that we have a future opportunity to serve you in the future.Sincerely,[redacted]Orbitz Customer Relations Tell us why here...

Initial Business Response /* (1000, 5, 2015/06/30) */
Dear Mr. [redacted],
The Revdex.com has shared your recent correspondence pertaining to price fluctuations and the Best Price Guarantee program. I appreciate the opportunity to review your account and respond to your concerns.
From your...

complaint, you recently reserved two hotel rooms via the website for Econo Lodge Silver City. After the reservations were made, you found the rate lower on the hotel's website; you believe that the Best Price Guarantee policy should be, in effect. This, however, was not the case. Furthermore; your perception of Orbitz has become discontented due to the service you have received.
Mr. [redacted], I do understand your concern; travel can be a hectic experience, and Orbitz does try to meet the expectations of our customers with reliable information along with retailers.
Orbitz certainly understands the disappointment that occurs when a customer sees a rate decrease for a reservation they have already booked. Unfortunately, as the booking agency, we have no control over hotel's rates and availability.
Over several years, Orbitz was pleased to provide thousands of customers with refunds under our Price Assurance program for both hotels and for airline tickets. We very much appreciate that Price Assurance rewards have endeared to us many customers over this time.
Orbitz has combined the remaining programs; Price Assurance, Low Fare Promise and Low Price Guarantee. The effective date was October 17, 2013. The re-branded program is known as Best Price Guarantee. Under the terms and conditions of the program, the price difference must include a screen shot and or reference to valid the price difference.
If the claim is approved, you would receive the difference in Orbucks, not a refund.
We do regret you consider this particular point of Best Price Guarantee to be "fine print" but we do feel we make it very clear in our marketing and advertising of the stipulation regarding the monetary reward.
Currently, you are not an Orbitz Rewards member; if you join the program, I will honor the claim amount of $44.59, as you have stated in your complaint. Additionally, as a new member, I will offer the bonus amount of $50.00.
Therefore, the total amount of Orbucks would be $94.59.
We take our customers' comments very seriously, and I thank you for your honest feedback albeit the result was not what you were expecting.
Mr. [redacted], we thank you for bringing this matter to our attention. Your business is truly valued, and we hope you will provide us with a future opportunity to serve you with your travel planning needs.
Sincerely,
[redacted]
Orbitz Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/07/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The $44.59 was per room per night. For two nights. As a customer this is a cheap way to pretend to honor your guarantee. (with orbucks) You were not even willing to refund the first night even though the hotel was willing to refund it to orbitz. The point of the complaint is that your "small print" is hidden from your customers as we actually make the booking. You can find it, but you have to search it out. As a customer this shows a giant lack of integrity as a company. If you're not willing to honor the refund I understand, but this complaint will remain with your company. However if you would like to call the hotel directly to confirm their rate you may. You may speak with [redacted] or the manager [redacted] in reference to the offer they have made for me, [redacted], and my company, Four Rivers. (They will honor $79.99 plus tax while you were charging $1XX-XXX I believe.) The direct line to the hotel is XXX-XXX-XXXX. Make your guarantees a little clearer please to avoid unhappy customers and a poor reputation. Your pretense at integrity is poorly understood. Integrity is doing the same in the darkness where it is hidden as you would do in the light where it is known. Sincerely, [redacted]
Final Business Response /* (4000, 9, 2015/07/07) */
Dear Mr. [redacted],
Thank you for your recent response regarding your experience with Orbitz. I am sorry for your continued frustration in this regard.
As I understand, the issue was not the Best Price Guarantee as much as the refund.
According to the documentation, Orbitz did process the refund on June 29, 2015 per the authorization of the front desk person, [redacted], which you have referenced in the correspondence.
Please allow 3 to 5 days for the credit to appear on the statement.
My previous offer regarding the Orbucks is still valid; Orbitz does not price match, and the Orbitz Rewards program does not offer any type of credit to the credit card as a refund for the Best Price Gurarantee.
Mr. [redacted], thank you for the opportunity to revisit your situation. We do value your business and hope to have a future opportunity to serve you with your travel planning needs.
Sincerely,
[redacted]
Orbitz Customer Relations

July 11, 2016 Revdex.com Complaint Department – Orbitz Re: Orbitz Case #: O-[redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret to hear that Mr. [redacted] did not accept our response and/or resolution offered. Orbitz reviewed Mr. [redacted] online booking session on July 5, 2016. The online booking session did display the fare rules associated with the booking prior to Mr. [redacted] completion of the booking, which stated: Tickets are non-refundable and non-transferable. A fee of $200.00 per ticket is charged for itinerary changes. Name changes are not allowed. Mr. [redacted] will retain a flight credit of $466.20 per passenger for a total of $932.40 on [redacted] Airlines for one year from the original ticket issue date. At the time the customer rebooks their reservations, an airline incurred change fee of $200.00 per ticket, plus any increase in airfare will be collected. The actual cost of the airline ticket was charged by the carrier directly, in this case [redacted] Airlines. Please note that Orbitz serves as a third party intermediary for travel providers such as hotels, car rental agencies, and airlines, and as such we must abide by and enforce the terms and conditions set forth by the suppliers with which we work.   Orbitz makes every effort to ensure that our customers have a clear understanding of their selections and of the terms and conditions associated with the travel items they are purchasing. We provide your selection details on several pages for your review including the final payment screen. When acting as their own travel agent it is each customer’s responsibility to review the details of their itinerary prior to finalizing any reservation.   Given the above, we are unable to offer the customer any additional compensation. Thank you for allowing us to address this matter further.  As this matter has been resolved and no additional information has been provided, we respectfully request the Revdex.com close this case. If you have any further questions or concerns regarding this matter, please feel free to contact us.   Sincerely,   [redacted] Tier 3 Customer Service

Complaint: [redacted]
I am rejecting this response because:"We are responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]" and "Upon receiving the Revdex.com complaint, we tried to call [redacted] to speak to her directly, to contact the airline to see if they would provide other options."To my knowledge, these statements are untrue. I have received no calls other than personal contacts within this time frame. They have not reached out in any form. All contact has been me making the contact. "All our agents who handle English speaking customers speak English fluently, and often speak multiple languages as required for their job positions. With respect, all persons sound as though they have an accent when speaking to any other person from a different region. If one agents accent is difficult for a customer to understand transfer may be requested. We have agents in multiple regions."I asked on each occasion to be transferred to a different region. I was told that it was impossible. Each time that I called, I was routed to Indian speakers. This dialect of English is difficult to understand. Because of the way that they handled English, which isn't their first language, I could not ascertain if I was communicating, meaning being understood. I know that I had difficulty understanding them. Orbitz has not tried to contact and that is why I have reached out to Revdex.com. It is a company which I will choose not to use in the future.[redacted]
Sincerely,
[redacted]

September 5, 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 Marina Perez (Revdex.com case number [redacted] regarding a flight reservation. We understand from the customers complaint she is requesting the ability to use her flight credit.Our records indicate that on May 9, 2016 the customer self-booked two one-way flight reservations. Both the customer departure and return flights were operated by [redacted] Airlines. The customers departure flights were scheduled to depart from Sacramento, CA to Orlando, FL on August 29, 2016. The customers return flights were scheduled to return from Orlando, FL to Sacramento, CA on September 1, 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 a result, we strongly recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policies.  The customer booked two one-way tickets, both with [redacted] Airlines as the merchant of record, and the companies that charged the customer’s credit card. We hope you understand we have to abide by their rules and regulations.On “Trip Summary” page prior to inputting the credit card details there was a section titled “Important Flight Information” below it stated, “Your flight is a combination of two one-way fares, each subject to its own rules and restrictions.” Furthermore the customer was advised of the following concerning the departure and the return flights, “Tickets are non-refundable 24 hours after booking and non-transferable. A fee of $200.00 per ticket is charged for itinerary changes.” As we understand from Ms. [redacted] complaint the flight was canceled due to a medical emergency. To request a refund we suggest the customer contact [redacted] Airlines directly. Please follow the link below to submit a refund request.https://prefunds.aa.com/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

June 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 flight reservation. We understand from Ms. [redacted]’s complaint she is requesting a full refund of his flight reservation.Our records indicate on April 3, 2016 the customer self-booked a one-war flight reservation that was operated by [redacted], departing from Sapporo to Boston, MA on April 15, 2016.We are able to confirm that this issue was resolved as of June 9, 2016 when the customer called Orbitz to receive assistance refunding the additional expenses sustained after purchasing new tickets. At that time our corporate agent refunded the difference between what the customer agreed to pay when initially exchanging the ticket on April 10, 2016 and what she paid at the [redacted]port due to the tickets not being successfully exchanged. The total amount refunded was $4,906.69. The time it takes the refund to post to the customer’s account depends on the time it takes the Ms. [redacted]’s credit card company to process refunds.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,[redacted]Tier 3 Customer Service

August 2, 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 emails. We understand from Mr. [redacted] complaint he is requesting a stop to daily emails.Our records indicate on June 22, 2016 the customer booked a flight reservation through Orbitz.com. Upon booking this reservation the customer registered his email address for a guest account. As of August 2, 2016 Orbitz has requested to remove your email address from receiving promotional email.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

August 1, 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 customer service issues. We understand from the customers complaint she is requesting a refund of her flight reservation due to difficulties checking in for her reservation.Our records reflect that on June 22, 2017 the customer self-booked two one-way flight reservations. The customers departure flights were operated by [redacted] Airlines and were scheduled to depart from Washington, DC to Los Angeles, CA on July 27, 2017. The customers return flights are operated by [redacted] and scheduled to return from Los Angeles, CA to Washington, DC on August 17, 2017. The customer also purchased insurance.We understand that the customer is upset about our agent stating “bear with me”. From our understanding the customer requested to speak to a supervisor. Due to that the agent must place the customer on hold to contact a supervisor. We apologize about to confustion.As [redacted] Airlines and [redacted] are the merchants of record and the company that charged the customer’s credit card the customer must check in for her flight on their website. Unfortunately, Orbitz’s website does not have the ability to allow customer to check in for their reservations on our website.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 Ms. [redacted] agreed to at the time of booking, the tickets were non-refundable. Due to this we are unable to authorize any compensation.If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,[redacted]Tier 3 Customer Service