Orbitz

Complaint: [redacted]
I am rejecting this response because:This is very very irritating this whole back and forth. We spoke in the morning about this situation we spoke about you wanting to refund my flight with ought any prior permission and or authority to do so. We spoke in regards to Orbitz charging me $1,401 more then the agreed upon amount this has nothing to do with soft charges and pending charges I didn't have any knowledge about this transaction Orbitz as a whole has no authority to do so and a soft charge on the account should still be in the limitsof the full amount agreed upon at the purchase of the trip. Orbitz customer relations is just pushing me to take a voucher again and again't it started on the phone from a supervisor for 25$ it turned very quickly to 75$ and now once again you have raised it. I really don't like being treated like a dirty rag trying to be sent out to the cleaners in the fastest and cheapest way possible.       The issue at hand is Orbitz not having any right to charge me $1401 more then agreed upon even if it is temporary. Doing so but me in overdraft. Unlike you I don't make 100k a year so my account isn't full with money going into overdraft puts me in a position where I get fined from the bank ( it's a very fun feeling) go explain to the bank it's only 3-5 businessdays.       It'seems like me stealing money from a bank after 3-5 business days bringing it back and telling them.. oooo I was just checking what 5K cash felt like in my hands now let me give it back. Just like I have no right with ought permission to take money from anyour person or business with ought any agreement or permission before hand. Orbitz shall not be qualified to do so either. I agreed to be charged 1 time 1 charge of $2323 not 1 different charges on different days for $1862.65 any way you turn it or twist it its breech of contract and theft even if it was money that was pending then put back if I didn't known or agree to it and it doesn't say anything about it on my recipts or terms and conditions on Orbitz contracts then you cannot do it. Again And your fake Orbitz main office website that you have you should fix it doesn't look good and as I have been doing my homework there are alot of people that are complaining about the same issue being stuck at airports because of overcharging and stuck in rental car locations I'm sure they will help meach she'd some light on this issue ...  Being offered 75$ 100$ 25$ time after time just shows me how a company like Orbitz just likes to step on the little guy on the person who works hard and all he wants is to treat his wife to a little trip he gets knocked down with no one around to care.Again if you want somthing resolved you either do it face to face or over the phone not through emails. Thank you for your time. I hope you have a successful week [redacted]
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I would like Ms. [redacted] to explain to me how a customer can find rates for an itinerary at $600 online, on the Orbitz website, but the customer service agent, SIMULTANEOUSLY can only find a ticket for $1200?!?! And of course, I am not able to use the credit myself by booking online, I have to book through an agent. How convenient hat the rate jumps by 100% when you speak to a person va booking online. Also, one of your agents, if you listen to the recorded phone call you keep for 'quality assurance purposes', told me I needed to call [redacted] Canada to potentially get a better rate!  If I had access to the credit online, I would have used it to book online, on my own, and not had to deal with your customer service at all. The fact that I'm getting fleeced for $1200 because I have to book through one of your agents is criminal. My husband and I book multiple trips a year for ourselves and my parents.  Unfortunately, you have lost us as customers, and I will warn anyone about using Orbitz for any of their travel needs. Regards,[redacted]

Dear Ms. [redacted], The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you further. It is my understanding that you are upset to find that your reservation under record locator [redacted] did not qualify for our Best Price Guarantee Program. I...

appreciate the opportunity to review and respond to your concerns. As with any Marketing program, there are terms and conditions that one must meet to receive the reward. We do state in our terms and conditions, that the price difference cannot be due to taxes, fees, a change in or use of a different foreign exchange rate, or the use of a promotion code, coupon code, or other discount on a competitor’s site. Also, after reviewing the screen shot you sent; we show the base rate was higher than what was booked on Orbitz.com. Unfortunately, as the terms and conditions were not met; we cannot approve your claim. However, I do show you were issued a $50 future travel voucher. That voucher has already been redeemed to the credit card used to make the new booking. It usually takes 3 to 5 business days for the refund to post to the account. Ms. [redacted], thank you for allowing me to review this with you. We appreciate your business, and we hope to have an opportunity to serve you in the future. Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

October 25, 2016Revdex.comComplaint 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 a flight reservation. We understand from Ms. [redacted] complaint she is requesting a refund of her canceled flight reservations.Our records indicate that on March 8, 2016 the customer self-booked a round trip flight for two travelers. The flight reservation was operated by [redacted] Aereas Inteligentes, with flights departing on March 14, 2016 from Sao Paulo to Londrina on March 25, 2017.On March 28, 2016 the customer called our customer service due to the plane having mechanical issues causing it to not depart. Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. [redacted] Aereas Inteligentes was the operating carrier and merchant of record for the customers departure flights (the entity that received the funds and the company that charged the credit card) on this itinerary. Orbitz has no control over when, or how often, airline initiated schedule changes occur. Orbitz cannot provide refund options to the customer without the carriers authorization. On March 28, 2016 the agent reached out to [redacted] Aereas Inteligentes and received authorization to refund the customers ticket.After further reviewing the customers airline record we are able to confirm that [redacted] Aereas Inteligentes has marked the customers tickets as “used”. Therefore, inhibiting Orbitz from processing the refund on the behalf of Ms. [redacted] Since October 7, 2016 Orbitz has reached out to [redacted] Aereas Inteligentes to change the customers ticket status to allow us to process a refund.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 3, 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 Sandra Deveney (Revdex.com case number [redacted]) regarding a car reservation. We understand from Ms. [redacted] complaint she requesting a refund of the insurance purchased for a recently unused car reservation.Our records indicate on June 23, 2016 the customer self-booked a car reservation with Orbitz. The customer reserved a Special Rental. The car is due to be picked up on October 26, 2016, in Syracuse, NY and returned to the same location on October 29, 2016. The customer also purchased “Car collision damage protection”.On October 26, 2016 the customer emailed our customer service requesting a refund of her insurance due to being denied a car as she has no major credit card. Per the car reservations terms and conditions that were presented to the customer at the time of booking, “Renter is required to present a major credit card or debit card in their own name at the time of rental.”As an effort to advocate on the customers behalf we contacted [redacted] Rent A Car on November 3, 2016. [redacted] advised us that on October 26, 2016 Ms[redacted] was unable to utilize the car reservation. Due to this we are able to refund the unutilized “Car collision damage protection”. As of November 3, 2016 a refund of $36.00 was processes to the customers original form of payment. The time it takes the refund to post to the customer’s account depends on the time it takes the Mr. [redacted] credit card company to process refunds.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

March 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 his flight reservation. We understand from the customers complaint he is requesting to change his reservation.Our records indicate on January 5, 2017 the customer self-booked a round trip flight reservation for one traveler. The customers flights were operated by [redacted], departing from Charlotte, NC to Milan on January 15, 2017 and returning on April 11, 2017.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Based on the fare rules the customer agreed to at the time of booking, the tickets were non-refundable with a reissuance fee of $150 per passenger would be charged. In addition, the customer would be responsible for any difference in fare. Our records reflect that there has been multiple calls from Mr[redacted] starting on February 3, 2017 in regards must follow the airlines specific fare rules while exchanging the ticket. The customer must be charged the full difference in fare. If the customer is charged a “small amount” of the difference the airlines will not allow the ticket to be reissued. We utilize a live inventory system for our flight reservations. The inventory is updated regularly as purchases are made and prices change. These updates are directly linked to the vendors availability.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 24, 2017   Revdex.com Chicago & N. Illinois Complaint Department   Re: Expedia Case: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from Mr. and Mrs. [redacted]. We regret to hear that they did not accept our response. [redacted], our affiliates as well as all other online travel sites work off of a live system receiving all inventories from the vendor that control the prices. Though our website is updated as quickly as possible, as options sell out the pricing and availability are subject to change and the itinerary is not guaranteed until booked, confirmed and ticketed. During booking, the prices must be validated between what is currently on our site and what the vendor is offering. If it does not match, then an error message will be received to prevent you from booking the previous price. 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

June 2, 2016Revdex.comComplaint 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] [redacted] (Revdex.com case number [redacted] regarding a flight reservation. We understand from the customers complaint she is requesting a refund or the ability to use her flight credit.Our records indicate on February 27, 2016 the customer self-booked a package reservation for four travelers using Orbitz website. The customer purchased a five night hotel reservation at [redacted] Hotel and Casino, checking in on April 17, 2016, and checking out on April 22, 2016. The customers round trip flights were operated by [redacted] Airways, departing from Boston to Las Vegas on April 17, 2016, and returning on April 22, 2016. The customer also purchased an Airport to hotels on the strip shuttle. This package was insured under Orbitz Package Protection Plan.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 shuttles cancelation policy agreed upon when booking the reservation, “This reservation is non-refundable and cannot be changed or cancelled after booking.”Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Based on [redacted] fare rules the customer agreed to at the time of booking, the tickets were non-refundable and non-changeable. As an effort to advocate on the customers behalf Orbitz contacted [redacted] and was advised that the customer is able to utilize the credit for the unutilized flights for each passenger. Due to the medical circumstances [redacted] has authorized Orbitz to waive any change fees that may be associated with using the remaining credit. They also advised that the customer’s credit must be utilized by February 27, 2017.If the customer is seeking further compensation we suggest she reach out [redacted] to submit a claim. [redacted] is our administrator for assistance and can be reached by calling 1-800-453-4090.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 Lok Tung Wong (Revdex.com case number [redacted]) regarding a hotel reservation. We understand from the customers complaint they are unhappy about a submitted best price guarantee claim.Our records indicate on October 9, 2016 the customer self-booked a hotel reservation for two travelers using Orbitz.com. The customer purchased a one night hotel reservation at The Senses Resort, checking in on January 9, 2016 and checking out on January 10, 2016.Starting on October 9, 2016 the customer submitted multiple BPG claims. 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.After further review of the lowest price match submitted by the customer on October 9, 2016 we are able to validate the customers claim. As of November 12, 2016 Orbitz has submitted a refund of $12.31. We request the customer contact our customer service after travel is completed and refer to case number [redacted] to expedite the addition of 50 Orbucks to their 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 [redacted]The Revdex.com
has shared your recent correspondence with Orbitz so that we may assist you
further. It is my understanding there were schedule
changes made to your flights that affected your travel plans. I appreciate the
opportunity to review your account and respond to...

you. On behalf of Orbitz, I
sincerely apologize for the disappointing experience.Please know your
schedule changes were initiated by Etihad Airways. Orbitz has no control over the airline's
schedule changes, cancellations, or flight delays. However, we take every step
possible to ensure that our customers are re-protected on the best flights
available provided by the airlines. Orbitz is unable to put travelers on
alternative airlines, and must go by the rules and restrictions set by the
carriers. The flight options we offer are those the airlines have provided to us.When you purchased your ticket, you were charged directly by Etihad Airways for your transportation. You agreed to
their terms and conditions, and to their Contract of Carriage. All airlines
reserve the right to change their schedules at any time, with or without notice.
During the booking process, Orbitz presents and customers must agree to the
airline fare rules and Ticket Terms and Conditions. I have copied a portion of
the terms below: Air transportation, whether it is domestic or international
(including domestic portions of international journeys), is subject to the
individual terms of the transporting air carriers, which are herein
incorporated by reference and made part of the contract of carriage. Times
shown in timetables or elsewhere are not guaranteed and form no part of this
contract. Carrier may without notice substitute alternate carriers or aircraft,
and may alter or omit stopping places shown on the ticket in case of necessity.
Schedules are subject to change without notice. After reviewing
your reservation history, I show the flight from Abu Dhabi to Mumbai was originally scheduled to
arrive Mumbai at 2:25 AM. Due to the schedule change made by Etihad
Airways; the flight was changed to arriving at 2:50 AM. The
airlines require that you have four hours to make the connection in Mumbai.
With the 6:40 AM flight; you would not have the four hours needed to make the
connection. So you were moved to the next available flight which was at 10:45
AM. I have attached a screen shot for you to review.Unfortunately, all airlines have schedule changes; and you really
only have two options. As the airlines change their schedules and move their
aircraft, you can agree and fly on the new schedule the airline has authorized,
or you can request to have the tickets refunded as an unacceptable flight
option. Should you choose to have the tickets refunded, you are then on your
own to rebook new flights that will be more desirable for you, at the
prevailing fare. Schedule changes on all carriers are frequent, and as a travel
agency, we must abide by the rules set forth by the airlines. [redacted], I do see you are a loyalty member with a current
balance of $46.19. In the appreciation for your continued business and support,
I have placed $75 loyalty points in your account. Our Loyalty program is meant
to emphasize our commitment to you, and we remain hopeful you will continue
using Orbitz for your travel planning needs. The current balance on this
account is now $121.19, and these are available for you to use immediately
toward a prepaid qualifying hotel booking.[redacted], thank
you for allowing me to review this with you. We appreciate your business, and we
hope to have an opportunity to serve you
in the future with your travel planning needs. Sincerely, Jeanna [redacted]Orbitz Customer RelationsChicago, IL

March 29, 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 service issues and refund request. 
 
Our records show on September 27, 2016, Ms. [redacted] self-booked an Orbitz.com flight reservation via booking number [redacted] in the amount of $927.05. We understand from Ms. [redacted]’s complaint, due to an airline schedule change and an Orbitz processing error, there delays in the flight and an inconvenient overnight stay at the airport and is requesting a full refund of the amount paid for the flight.
 
Upon researching the customer’s complaint, we can confirm the schedule change was initiated by the airline and due to system issue, were not ticketed correctly. We can also confirm that all flights were utilized.
 
Orbitz’s acts only as a third party intermediary for airlines, hotels and cruises and must abide by any schedule changes initiated by an airline. Orbitz did not process any charges to Ms. [redacted]’s credit card since this was a reservation paid directly to the airline, therefore, no refund for the utilized flights can be provided.
 
Orbitz’s goal is to provide an exceptional customer experience. We do regret any inconvenience she encountered during her travel and in resolving this matter. As we value her as a customer, we have placed $100 travel coupon on her account that she can use for future travel.
 
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

August 14, 2017   Revdex.com Chicago & N. 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. We understand from Ms. [redacted] complaint that she booked flights for herself and for her mother on July 30, 2017. She states that later that day, she received an email which contained the confirmation of a different booking for a different passenger. She says that she ultimately received similar emails for other travelers and that these emails generated from Worldspan. Ms. [redacted] stated that she contacted Orbitz and spent many hours attempting to get the matter addressed, but feels that her issue was not taken seriously. She is now requesting a detailed explanation as to why this occurred, an apology as well as compensation. We sincerely apologize for all the inconvenience that Ms. [redacted] experienced. Please be assured that the entire team at Orbitz is dedicated not only to provide the most efficient, user friendly, and accurate travel application, but also to the highest standards of support for our members. Our records reflect that on August 1, 2017, Ms. [redacted] contacted our office regarding this matter. In an effort to address, we requested that she forward the emails that she received to [redacted]@orbitz.com. Her issue will be addressed by the department that receives the email. 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

Complaint: [redacted]
I am rejecting this response because: In regards to Orbitz's letter, "Our customer contacted us after the outbound flight was completed to inquire on changing the return flight. On the first contact pricing was provided that was not preferred. " The pricing which I was given was a new ticket. They wanted me to purchase a new ticket at a price higher than current market value. I had already done my research. "On the second contact the preferred flights were no longer available." No, this is not true, the price quoted here was acceptable, but when I went to change the ticket, Orbitz changed saying that my ticket was of no value and I would have to purchase a new ticket."On a third contact our customer requested to be escalated to a manager without providing any details." I did provide a reason for being transferred. I wanted to speak with someone who understood and spoke English. Orbitz and routed me to India several times and I had agents who could not communicate sufficiently in the English languages. I was transferred in the calls only within India. Upon requesting a Spanish speaker, I was able to better communicate, because she was more fluent in English. From there I was transferred once again to India whereupon I requested to be transferred to a US English speaker. I had been frustrated enough by not being able to adequately communicate to request manager in the home office. The agent there gave me the option to be transferred back to India. I declined to be transferred back to the people who could not satisfactorily communicate, with whom I held not confidence of their ability to neither understand nor resolve my issue. I chose instead to contact Revdex.com. "After receiving the complaint from the Revdex.com, we attempted to contact [redacted] and see if we can assist with changes," They have two means to communicate with me one via phone and the other via e-mail. I received no calls nor e-mails from Orbitz. I have no attempts from them on my call log and no e-mail in my box. Orbitz did not resolve my issue. Their customer service lacked knowledge and the ability to communicate. I will not be using this company in the future. I will actively share my experience with my friends and acquaintances. 
Sincerely,
[redacted]

Dear Ms. [redacted], Thank you for your follow-up response, and I appreciate the opportunity to respond to your continued concerns. Please know that Orbitz does partner with [redacted], and we provide technical services.  I am unable to view or have access to your booking information; however, I am able to see the emails you are referring to.  On May 21st, it was advised that your credit card had expired, and the refund would have to be issued in the form of a check.  I do see your response, stating that you will acknowledge receipt of the check once it has been received, but I am not showing any further correspondence on this email. Ms. [redacted], you refund request in the amount of $134.23 has been granted.  Your billing address has been verified, and a check will be issued and forwarded to that address. You will need to allow 10 to 14 business days for a check to be issued and received. Thank you again for the opportunity to respond to your concerns. Sincerely, [redacted] Orbitz Customer Relations Tell us why here...

Complaint: [redacted]
I am rejecting this response because:After I received your previous answer from April  14 th,  I  called  ORBITZ on  April 15th  2016.  I spoke to [redacted] at 4:30 p.m and after 2 hrs. On the phone, they did not know anything about the ORBITZ CASE # O-[redacted] told me that there is no file about this number, and I needed to call again to Revdex.com, because they have no idea about the case number; and after that, I requested to speak to a supervisor. After25 min., another woman (whose name is [redacted]) answered the line and she told me to call [redacted]; I replied that I had received an Email from Revdex.com saying that the problem was solved, and that the only thing that I needed to do was to call and re-book my flight. Nevertheless, she kept saying that it was me who had to call [redacted]. Besides, she sent me an E-mail (which I added) of what I had to do.As I said before, ORBITZ is just disregarding the importance of this problem, and they do not really want to deal with this situation seriously.In conclusion, after another 4-hour long distance call, I am back where I started.Please help me move on to the next step. This is so frustrating! I really do not want ORBITZ to take advantage of me.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/07/07) */
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're requesting a refund for the unused taxes for your reservation under record locator...

PBORBXXXXXXXXXX. I appreciate the opportunity to review your account, and respond to your concerns.
Please know I have forwarded your refund request to our Refunds Department. On your behalf; they have contacted [redacted] Airlines and requested they process a refund for the taxes, or give us the information, so we can process. Once we get a response, you will be notified immediately of their decision.
[redacted], meanwhile, should you have any questions, please let me know.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL

Re: Orbitz Case #: O-
 
Dear Revdex.com,
 
Thank you for taking the time to contact Orbitz, Inc. regarding an issue from our customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention. ...

Orbitz, Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
 
Orbitz, Inc. is responding to the consumer complaint from Dr. [redacted] (Revdex.com case number [redacted] regarding a  refund request for flights he was not allowed to board due to a lack of proper travel documents.
 
Our records reflect on October 16, 2017 Mr. [redacted] accessed Orbitz.com and self-booked Itinerary # [redacted] for round trip flights departing Chicago, IL October 22, 2017 for Delhi, India and returning October 23, 2017. 
 
Orbitz is not a travel agency and serves only as a third-party booking intermediary.  Orbitz does not own or operate any of the travel service providers available for booking through our website. We do not control any terms or requirements set by the vendors, or the government or national agencies they must comply with. 
 
Orbitz does not provide advice on rules or laws pertaining to Visa and Passport requirements.  Our website Terms of Use is clear that the responsibility for having proper documentation for travel lies with the customer and that using Orbitz.com to book travel constitutes agreement that customers accept all stated terms.
 
Following is a link to the online Terms of use and we are providing the section specific to International Travel document responsibilities.
 
http://www.Orbitz.com/p/info-other/legal.htm
Orbitz, Inc. Website Terms of Use
This Website is offered to you conditioned upon your acceptance without modification of all the terms, conditions, and notices set forth below (collectively, the "Terms of Use” or "Agreement"). Please read these Terms of Use carefully, as they contain important information about limitations of liability and resolution of disputes through arbitration rather than in court. You should also read our Privacy Policy, which also governs your use of the Website. By accessing or using this Website, booking any reservations for travel products or services on this Website, or contacting our call center agents, you agree that the Terms of Use then in force shall apply. If you do not agree to the Terms of Use, please do not use or book any reservations through this Website or our call center agents.
 
INTERNATIONAL TRAVEL
You are responsible for ensuring that you meet foreign entry requirements and that your travel documents, such as passports and visas (transit, business, tourist, and otherwise), are in order and any other foreign entry requirements are met. Orbitz has no special knowledge regarding foreign entry requirements or travel documents. We urge customers to review travel prohibitions, warnings, announcements, and advisories issued by the relevant governments prior to booking travel to international destinations.
 
[redacted]: You must consult the relevant Embassy or Consulate for this information. Requirements may change and you should check for up-to-date information before booking and departure. We accept no liability if you are refused entry onto a flight or into any country due to your failure to carry the correct and adequate passport, visa, or other travel documents required by any airline, authority, or country, including countries you may just be transiting through. This includes all stops made by the aircraft, even if you do not leave the aircraft or airport.
 
As Orbitz is clear that the responsibility for understanding the travel documents needed rests with the individual traveler, we do not assume any costs associated with travel loss due to missing or incomplete documentation. 
 
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

September 6, 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 Mr. [redacted] complaint he is requesting compensation due to airline schedule changes.Our records indicate that between April 19, 2016 and April 21, 2016 the customer booked multiple flight reservations on [redacted] Southern Airlines. Per our documentation, [redacted] Southern Airlines initiated schedule changes to the customers flights.From time to time and for a variety of reasons, airlines issue schedule changes. We understand that these changes can be inconvenient, time consuming and not customer friendly. However, Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. [redacted] Southern Airlines was the operating carrier and merchant of record (the entity that received the funds and the company that charged the credit card) on this itinerary. Orbitz has no control over when, or how often, airline initiated schedule changes occur. Orbitz cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies. Only the airlines can make changes to flights. These changes are not related to the type of ticket purchased or the company it was purchased from. Airlines rarely tell Orbitz why they make a change. Schedule changes are often due to routing adjustments, severe weather, or staffing or maintenance issues. To ensure the customer still retains a flight and is able to get to their desired destination Orbitz must accept certain changes made by the airlines. As these changes were initiated by the airlines we are unable to offer any compensation to Mr. [redacted]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 Mr. [redacted] The Revdex.com has shared your recent correspondence pertaining to the room type received during your stay at the [redacted].  On behalf of Orbitz, we apologize for any disappointment, and appreciate the opportunity to review your account and respond to your...

concerns.  Upon reviewing your account and speaking to the property regarding the room type received; we have verified with the property that a Deluxe room was received.  The property has advised they were unable to accommodate you with the hammock; however, this feature does not change the room rate. Mr. [redacted] we certainly apologize that you did not receive a hammock, but the rooms assigned were utilized, and we the property has declined your refund request.  Nevertheless, as a gesture of our sincerity, Orbitz would like to increase your previous future travel voucher offer to a $200 USD future travel voucher on your next prepaid Orbitz.com airline, hotel or vacation package booking.  Our voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needs.                                Here are the instructions for the future travel voucher:                               When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [email protected].  Please reference case number [redacted] and my letter offering the $200 voucher in your request.  Orbitz will then issue a credit to the card used for the new booking.  This offer is valid until January 11, 2017.  We apologize again for the any disappointment.  We appreciate your business, and we hope you will provide us with a future opportunity to serve you with your travel planning needs. Sincerely, Charlotte [redacted] Orbitz Customer Relations

November 8, 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 5, 2017, Mr. [redacted] self-booked an Orbitz.com flight reservation via booking number [redacted] with travel dates as June 21, 2017 to September 3, 2017 in the amount of $2,634.92. We understand from Mr. [redacted] complaint, due to extenuating circumstances the return flight was not utilized and after contacting customer support regarding a refund for the unused flight, no proper resolution has been provided. The customer is request for the refund of the unused return flight to be processed as promised.
 
Upon researching the customer’s complaint, we can confirm on October 8, 2017, when Mr. [redacted] brought this matter to our attention, Orbitz proceeded to advocate on the customer’s behalf by contacting airline. [redacted] advised Orbitz they processed the refund for the unused return flight was processed on September 7, 2017 and it could take up to two billing cycles to go back to the original form of payment.
 
Orbitz’s acts only as a third party intermediary for airlines when a flight reservation is booked, and it is directly charged by the airline. Orbitz can only advocate on the customer’s behalf with regards to an airlines’ refund procedures. Based on the information provided above, we are unable to honor Mr. [redacted] refund and compensation 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