Orbitz

April 13, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O- [redacted] Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a his rewards activityWe understand from Mr [redacted] complaint he is requesting additional Orbucks to be added to his account and a $voucherOn April 13, 2016, we contacted Mr [redacted] to acknowledge receipt of the Revdex.com complaint but were but were unable to reach the consumer.Our records indicate that on March 11, 2016, the customer booked a hotel reservation with an Orbitz agentThe customer purchased a one night hotel reservation at [redacted] Resort for two travelers, checking in on April 29, 2016, and checking out on April 30, The customer redeemed OrbucksThe customers Orbucks were broken into three different amounts 27.90, 22.67, 9.33.After reviewing the customer’s account we are able to verify that on March 14, Mr [redacted] went on Orbitz and utilized our self-service tools to cancel the one night hotel reservationOur records reflect that 27.90, 22.67, and Orbucks were refunded to the customer’s account that day along with a refund of $276.84.In regards to the customers $voucher, our records reflect a call into our customer service on April 8, to confirm the status of the rewards points in Mr [redacted] accountDue to the confusion and frustration that the customer sustained our agent replaced the customers $voucher with a $voucherDue to this Orbitz will not offer any further compensation in regards to this matter.We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted] Tier Customer Service

Complaint: [redacted] I am rejecting this response because: this is ABSURDYour agent from ORBITZ's foreign call center did not do it right so I got the funds more than weeks later rather than the 2-days advertised on your site if you cancel within hoursI have my money now and will do everything in my power to make sure nobody I know and my company NEVER uses orbitzYou are a scam and this is crazyGet some native english speakers and more apologetic and helpful agentsIt should not take more than hours of my time to get a simple refund Sincerely, [redacted]

March 10, Revdex.com [redacted] Complaint Department Re: Orbitz Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Orbitz.com regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz.com is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz.com is responding to the consumer complaint from [redacted] (Revdex.com complaint [redacted] regarding a flight itinerary cancellationUpon researching Ms [redacted] complaint, we were unable to find the original itinerary which she claims was cancelled without noticeFurther research on the account for which she provided itinerary numbers shows no contact was ever made to customer support which would be able to assist with this type of issueIn this case we would suggest that the customer either contact customer support with the original itinerary number or provide more information such as email address used to book the reservation, or any case number that was possibly givenWe thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] Tier Customer Service

Revdex.com Orbitz- Complaint Department Dear Revdex.com, Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding their reservations As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe will submit our final reply via the Revdex.com's website Again, we thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Tier Customer Service

The terrms of the insurance were only made clear after the purchaseFRAUD!!!!! Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] ***

Dear Ms [redacted] The Revdex.com has shared with us your recent correspondence regarding your experience with OrbitzIt is my understanding that you are requesting a refund for your stay at the Melia Tropical All Inclusive from September 12-14, I appreciate the opportunity to review your account and respond to youOn behalf of Orbitz, I would like to apologize for any frustration this has caused youPlease know that we do regret your disappointment; however, we have contacted the property on several occasions and a refund has not been grantedUnfortunately, as Orbitz has been charged in full for your bookings, and we are unable to offer a refundNevertheless, we do value you as a customer, and as a gesture of sincerity for your disappointing experience we have added $in Orbucks to your accountThey are valid until January 20, and are available to be used towards your next qualifying prepaid hotel bookingMs [redacted] we appreciate your business and hope you will continue to use Orbitz in the future for your travel needsSincerely, Shalon [redacted] Orbitz Customer Relations Chicago, IL

June 15, "Arial","sans-serif";">Revdex.com Complaint Department – Orbitz Re: Orbitz Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Orbitz regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding flight reservationsWe understand the customer is requesting that Orbitz process a refund for her non-refundable flight reservations Our records indicate that on May 25, 2016, the customer booked combined one way fare flight reservations – itinerary [redacted] – using the self-service tool on the Orbitz websiteTravel on August 30, 2016, is with [redacted] Airways departing from Jacksonville, Florida to Syracuse, New YorkTravel on September 6, 2016, is with [redacted] Airways departing from Syracuse, New York to Jacksonville, Florida for one passenger Upon further research, we were able to confirm on May 25, 2016, the customer contacted Orbitz to redeem their $E-Special Rate Hotel Electronic Travel Coupon, stating they were advised that they could use their $coupon that was issued for itinerary [redacted] for a future airfare bookingAs a good will gesture, the agent refunded of $on the new itinerary -- [redacted] back to the customer’s original form of payment At this time no requests for cancellation were made On May 27, 2016, the customer contacted Orbitz to cancel their flight reservations for a full refund stating they had attempted to call the previous day to cancel within the hour free cancellation period, however, due to high call volume they did not get through to an agent process the cancellationThe assisting representative stated the customer was no longer within the void window, tickets were non-refundableAt the time of booking the customer was advised and agreed to the following terms and conditions: Tickets are non-refundable Tickets are non-transferable Changes on the outbound flight will incur a $penalty, plus any increase in the cost of airfare Changes on the inbound flight will incur a $penalty, plus any increase in the cost of airfare 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 purchasingWe provide your selection details on several pages for your review including the final payment screenWhen acting as their own travel agent it is each customer’s responsibility to review the details of their itinerary prior to finalizing any reservation Please note that 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 Each airline has its own specific set of policies and procedures, as does each ticket purchased or package reserved [redacted] Airways was the operating carrier and merchant of record (the entity that received the customer’s funds and the companies that charged their credit card)Any change fees are set and collected by the airlineWe hope you understand that we must abide by the rules and restrictions set forth by travel providers with which we do business, such as [redacted] Airways SUPPLIER RULES AND RESTRICTIONS Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you selectPlease read these additional terms and conditions carefullyIn 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 websiteYou 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 servicesAirfare is only guaranteed once the purchase has been completed and the tickets have been issuedAirlines and other travel suppliers may change their prices without noticeWe reserve the right to cancel your booking if full payment is not received in a timely fashionOrbitz may offer Customers the opportunity to book a reservation for a combination of two one—way tickets instead of a roundtrip ticketCombined one-way tickets may provide a greater choice of flights, are often cheaper and can be combined on the same airline or on different airlinesUnlike roundtrip tickets, each one-way ticket is subject to its own rules, restrictions, and feesIf one of these flights is affected by an airline change (e.gcancellation or rescheduling) that causes a Customer to make changes to the other flight, the Customer will be responsible for any fees incurred for making changes to the unaffected flight Please read these additional terms and conditions carefullyIn 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 websiteYou 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 servicesAirfare is only guaranteed once the purchase has been completed and the tickets have been issuedAirlines and other travel suppliers may change their prices without noticeWe reserve the right to cancel your booking if full payment is not received in a timely fashionYou 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 violationGiven the above, we are unable to offer the customer any additional compensationWe 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 needsIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] Tier Customer Service

May 15, 2017Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted] Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservationWe understand from the customers complaint they are unhappy about the price increase experienced while attempting to book a reservationWe strive to provide the highest level of customer service, and regret to hear of the price increase experienced during the customers recent booking attemptThough we understand the public misconception, this was not a “bait and switch” as he referred to it and is a common occurrence for anybody searching for and booking a trip within the travel industry or through a travel agent as the customer did.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 providersWe utilize a live inventory system for our flight reservationsThe inventory is updated regularly as purchases are made and prices changeThese updates are directly linked to the vendors availabilityWe regret if the customer felt the prices were not competitiveAirfare is only guaranteed once the purchase has been completed and the tickets have been issuedDue to this we are unable to alter any prices that have changed within the system due to the Airlines availability.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,Hayden JacksonTier Customer Service

Dear Mr [redacted] , The Revdex.com has shared your recent correspondence pertaining to your refund request of your package under confirmation [redacted] due to the property overbooking their servicesI appreciate the opportunity to review your account and respond to your concerns Upon reviewing your account, I do show that your booking was reserved via [redacted] Hotels main site They are a partner that utilizes our services for their booking needs Your concerns have been reviewed, and refunds have been processed due to the overbooking of your hotel reservation A refund has been processed in the amount of $3,to the [redacted] card ending in *** There was a second refund processed to the same credit card in the amount of $1, The time it takes for a refund to process does differ by card Mr [redacted] , it has been advised that your refunds have been processed, and future travel vouchers have been offered due to the inconveniences this has caused Thank you again for the opportunity to address your concerns Sincerely, [redacted] Orbitz Customer Relations

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***

July 12, 2016Revdex.comComplaint Department – OrbitzDear Revdex.com, Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz 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 replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe 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 attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] Tier Customer Service

Revdex.com Complaint Department – Orbitz.com Re: Orbitz Case #: S- [redacted] Dear Revdex.com, size="2"> 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 youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding flight reservationsWe understand the customer is requesting a refund in the amount $Our records indicate on February 6, 2016, the customer booked one way flight reservations – itinerary [redacted] – using the self-service tool on the Orbitz websiteTravel was on [redacted] Airlines, departing February 7, 2016, from Dallas, Texas to Los Angeles, California, for one passengerUpon further research, we were able to confirm that the customer contacted Orbitz on February 7, 2016, the customer contacted Orbitz to change or cancel their flight reservations within the hour complimentary cancellation period, however, the customer’s reservations were not cancelled at that time On March 9, 2016, Orbitz processed a refund in the amount of $back to the customer’s original form of paymentThe amount of time it takes to process a refund depends on how quickly the customer’s credit card company takes to process refunds We hope that with the information provided, we have addressed all of the customer’s concerns and look forward to assisting them further with their future travel needsIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] Tier Customer Service

January 17, 2017Revdex.comComplaint Department – OrbitzRe: Orbitz Case # [redacted] Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret to hear Mr [redacted] did not accept our response.As previously advised, 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 providersAs [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 regulationsBased on the fare rules the customer agreed to at the time of booking, the tickets were non-refundable.In an effort to advocate on the customers behalf we reached out to [redacted] Airways multiple timesThey advised that due to the customer being marked as a “no-show”They are unable to change the status of the customers ticket therefore the customer is not entitled to a refund of the reservationAs [redacted] Airways was the merchant of record we are unable to alter the ticket without their authorizationWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] Tier Customer Service

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and I will accept their resolution, although it is not to my satisfactionThe refund amount should be $($that I had to pay that I should not have to, minus $that was a charge for changing the initial departure date that I am responsible for paying)That is, the refund money is $short of what really should be reimbursed to meHowever, I am in Japan and cannot pursue this matter over the phone, knowing that I will have to spend hours on hold paying international phone rateSo, although I am still not satisfied, I consider it better not to waste any more of my time or energy.There is also misinformation in their response in that I did not receive any communication from Orbitz on June as they indicateIf the resolution they are proposing was reached then, at least I would have expected some courtesy for them to contact me about itThe bottom line for me is that I will never use Orbitz and other travel sites (I didn't realize that Orbitz is part of [redacted] and [redacted] seems to have other travel sites under them -- what a racket!) and I have told many of my friends what happened and they were horrified and I am sure they will spread the word to others never to use Orbitz.Given my experience with Orbitz, I sure hope that they do indeed refund the money to my credit cardI will be examining the credit card statement and if I don't see the refund in the next two cycles or so, I will be filing another complaint with Revdex.com Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2014/09/26) */ Dear Ms[redacted] The Revdex.com has shared your correspondence with Orbitz so that we may assist you furtherIt is my understanding that you feel you were not quoted the correct fare rules when cancelling your ticketOn behalf of Orbitz, I apologize for this frustrating experience and any inconvenience it has caused for youI appreciate the opportunity to review this matter and assist you Unfortunately, the call recordings are too far past dated to retrieve to reviewHowever, as a gesture of our goodwill, we would like to offer you a $travel voucher that you may use toward your next Orbitz.com prepaid bookingOur 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] @Orbitz.comPlease reference case number XXXXXXX and my letter offering the $voucher in your requestOrbitz will then issue a credit to the card used for the new bookingThis offer is valid for one year from the date of this letter, until September 26, Ms[redacted] we value your business and hope to have a future opportunity to restore your confidence in our products and services Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

Initial Business Response / [redacted] (1000, 5, 2015/07/08) */ Dear [redacted] The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you furtherIt is my understanding you are upset because the Best Price Guarantee claim you filed was deniedI appreciate the opportunity to review your claim, and respond to your concerns After reviewing your account, I show an exception was made the claim was approvedIf the reservation is not canceled; to business days after travel is completed; we will add to your account for the rate difference, and the for being a Silver member [redacted] thank you for allowing me to review this situation with youWe appreciate your business, and we hope to have an opportunity to serve you in the future with your travel needs Sincerely, [redacted] Orbitz Customer Relations Chicago, IL Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) Final Consumer Response / [redacted] (3000, 13, 2015/08/31) */ I have submitted complaint regarding Orbitz Price match policy The vendor said that they will refund my money however they didn't do it I am unable to access my complaint can you please looked it up Complaint # XXXXXXXX Thank you, [redacted] Final Business Response / [redacted] (4000, 15, 2015/09/03) */ Dear [redacted] Thank you for the quick responseYour claim was approved, and we do offer Orbucks and not a refundPlease know I have manually added $for the rate difference, and $for being a Silver member You have a current balance of $218.65, and these are available for you to use toward a prepaid qualifying hotel booking [redacted] please review your "Orbucks Activity" and let me know if you have any questionsWe appreciate your business, and we hope to have an opportunity to serve you in the future Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

After hours on and off hold being transferred to a "different supervisor" times, I'm still stuck with a ticket I cancelled within the hour time frame of booking

Dear Mr [redacted] , The Revdex.com has shared your recent correspondence pertaining to not receiving a refund as previously advised on Orbitz locators [redacted] and [redacted] I appreciate the opportunity to review your account and respond to your concerns Please know that I have reviewed Orbitz locators [redacted] and [redacted] Each booking was for the amount of $for each way, and a refund was processed on March 10, as previously advised The refund was processed to the [redacted] ending in ***, which was the card used at the time of the booking The two refunds in the amount of $each, are showing successfully processed, and should appear on your card within to business days Mr [redacted] , if you still feel that you have not yet received the refunds, you should contact your bank directly Thank you again for the opportunity to address your concerns Sincerely, [redacted] Orbitz Customer Relations Tell us why here

October 25, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding emailsWe understand from the customers complaint they are requesting a stop to daily emails.Our records indicate on September 20, the customer booked a package reservation through Orbitz.comUpon booking this reservation the customer registered their email address for a permanent accountAs of October 22, Orbitz has requested to remove the email address from receiving promotional email.We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] Tier Customer Service

Terrible customer serviceAssistant had poor EnglishI was on the phone with them for over minutes about a cancellation and refund