Orbitz

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]

Initial Business Response /* (1000, 5, 2014/09/24) */
Dear Ms.[redacted]
The Revdex.com has shared with us your correspondence regarding your recent experience with Orbitz. I understand you did not receive an email confirmation for your booking at the[redacted] Hotel Montreal -...

Longueuil, as the email address was entered incorrectly during booking. I appreciate the opportunity to review your account, and respond to you.
On behalf of Orbitz, I would like to apologize for any frustration this has caused.
Please know, I have contacted the property to request a refund for your reservation; however, they have advised as the reservation was not canceled at least 1 day prior to check-in, a refund will not be given.
Nevertheless, we do value you as a customer, and as a gesture of sincerity for your disappointing experience, we have processed a refund for the reservation in the amount of $392.05. The refund will appear back to your card within 3 to 5 business days.
Ms. [redacted] we appreciate your business, and hope you will continue to use Orbitz in the future for your travel needs.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL
Dear Ms.[redacted]
Thank you for your patience.
Please know, when we attempted to process the refund to your card we received an error.
Can you please provide your phone number and time you would be available, so I can contact you to get the credit card information?
I look forward to hearing back from you.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (3000, 8, 2014/09/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes my phone number is 716-903-2467. I will accept the response when the refund is processed.
Final Consumer Response /* (4200, 12, 2014/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I called twice. Once on Friday and again today and I left messages both times. I will accept the response once the refund is processed.
Final Business Response /* (4000, 14, 2014/10/20) */
Dear Ms. [redacted]
Thank you for speaking with me earlier today.
Please know, the refund of $392.05 will appear back to your American Express ending in[redacted] within 3 to 5 business days.
If you have any further questions or concerns, please let me know.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL

November 29, 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 the customers complaint they are requesting a full refund of the reservation due to inputting the incorrect name.Our records indicate on October 31, 2016 the customer self-booked a flight reservation for two passengers on Orbitz.com. The customer purchased a round-trip flight for one traveler. The flight reservation was operated by [redacted] Airlines, with flights departing on November 1, 2016 from Newark, NJ to Nairobi and returning on December 13, 2016.Per the terms and conditions that the customer agreed to upon booking the reservation; Tickets are nonrefundable, nontransferable, and cannot be canceled or changed. Upon completing the booking on our website, the customer agreed to our Terms of Use, which expressly provide: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.As Orbitz is an input based system, it is the customers responsibility to enter the correct information for each passenger.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

May 19, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O-[redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments...

and concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from Mr. [redacted] complaint he is requesting a full refund of his flight reservation. On May 19, 2016, we contacted Mr. [redacted] to acknowledge receipt of the Revdex.com complaint.Our records indicate on March 30, 2016 the customer self-booked a package reservation for three travelers using Orbitz website. The customer purchased three rooms for a two night stay at [redacted] Inn [redacted] Sky Harbor Airport, checking in on May 1, 2016, and checking out on May 3, 2016. The customers round trip flights were operated by [redacted] Airlines, departing from Asheville, NC to [redacted], AZ on May 1, 2016, and returning on May 3, 2016.We are able to confirm that this issue was resolved as up May 2, 2016 when the customer called Orbitz to receive assistance refunding his unutilized tickets. At that time the agent refunded the customers tickets in full totaling $1,249.23. 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

Complaint: [redacted]
I am rejecting this response because:
There were two important facts that were not accurately stated in the response. 
1) On June 25 after receiving booking confirmation from Orbitz, I received a call from a lady who directly asked for credit card information. The lady failed to prove her identity as Orbitz agent so I told her I would call back. I did call back immediately and called again the day after within 24 hours of booking. Both agents confirmed the ticket was successfully booked. Then after about one week, I received an email saying the ticket was canceled without a reason. It was totally unexpected. So I had to call Orbitz again and understand why.
2) I did not decline the offer from Orbitz. instead, the offer was made by one agent and backed out by another one. The story was, after I received the cancellation, I called Orbitz. One Orbitz agent offered me an alternative ticket with one stop. She told me the original non-stop ticket I bought has a price increase and it's beyond her authority to cover the price difference. To have someone with higher authority review the case, I had to escalate the claim. When I talked to the manager, he backed out the one-stop flight offer and refused to work on any solution.  
Thank you for your time.
Sincerely,
[redacted]

March 28, 2016
MARGIN: 0in 0in 0pt">Revdex.com
Complaint Department – Orbitz.com
Re: Orbitz Case #: S-[redacted]
Dear Revdex.com,
Thank you for taking the time to contact Orbitz regarding an issue from our customer.  We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention.  Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.
Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding hotel reservations. We understand the customer is requesting refund for their reservations.
Our records indicate on February 2, 2016, the customer booked hotel reservations – itinerary [redacted] – using the self-service tool on the Orbitz website. Hotel accommodations were at the Tel-Aviving Apartments, checking on March 9, 2016, for six nights.
Upon further research, we were able to confirm on March 25, 2016, that Orbitz processed a full refund in the amount of $469.16 back to the original forms of payment and deposited a $100.00 Orbucks (Electronic Travel Coupon) into the customer’s Orbitz account.
The amount of time it takes for the customer to receive a refund depends on how quickly their credit card company processes refunds.
We hope that with the information provided, we have addressed all of the customer’s concerns and look forward to assisting them further with their future travel needs.
If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
[redacted]
Tier 3 Customer Service

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,
Verna **

Dear Ms. [redacted],
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The Revdex.com has shared your recent correspondence pertaining to the problems you encountered on your arrival at the [redacted] Ogden.  On behalf of Orbitz, I apologize for this disappointing experience, and I appreciate the opportunity to review your account and respond to your concerns.
Our records indicate on February 16, 2016, accommodations were reserved at the Comforts [redacted] Ogden from February 26, 2016, to February 28, 2016 via our website.
Upon receipt of your correspondence, we have verified on February 26, 2016, you contacted Orbitz upon arrival at the hotel, as you were advised the hotel was unable to fulfill your reservation.
We apologize for any inconvenience has caused. At this time, we are requesting that you provide a copy of your credit card statement or receipt reflecting the additional charges incurred by the hotel. You may submit the information through the complaint submission on the Revdex.com website. This information will enable us to appropriately address the situation and upon receipt.
We thank you for allowing us the opportunity to address the issues, brought to our attention. We look forward to hearing from you.
              
Sincerely,
[redacted]
Orbitz Customer Relations

Tell us why here...

Dear Ms. [redacted], The Revdex.com has shared with us your correspondence regarding your recent experience with Orbitz. It is my understanding that you attempted to book a flight on website, which was not confirmed, but you still appear to have charges on your credit card. I...

appreciate the opportunity to review your account and respond to you.   On behalf of Orbitz, I apologize for any frustration this has caused you.   Upon further research, we are unable to locate an Orbitz account related to your complaint. We respectfully request that you provide us with an email address used to book the reservation and the itinerary number. Additionally, we request you send a copy of your credit card statement reflecting the charges in question. You can mark out any information that is not pertinent to this issue and this information can be attached to this case for review.   I look forward to hearing back from you.   Sincerely,   [redacted] Orbitz Customer Relations Chicago, IL

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. Thank you to the Revdex.com for intervening. I do not believe Orbitz would have resolved the matter without my complaint to the Revdex.com. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2014/07/24) */
Mrs. [redacted]
Thank you for contacting Orbitz via the Revdex.com. We appreciate the opportunity to review and respond to your concern.
From our records, I understand that you submitted a claim for Orbitz Air Best...

Price Guarantee (BPG) on July 23, 3014, for a booking confirmed July 21, 2014; the claim was denied. You're dissatisfied because the deadline for Air BPG claim submission is Midnight Central Time; the same day as booked. You're requesting refund of the fare difference.
Mrs [redacted] while I understand your disappointment, the terms and conditions of our program are extremely public, clearly stated, and inviolable. The goal was to offer a program that is consistently administered and easy for customers to understand. For your records, I've provided link to the Best Price Guarantee info, available online at all times.
http://www.orbitz.com/mktg/best-price-guarantee/
According to our BPG rules, claims must be received by midnight Central time, the same date as the booking was made. Therefore, your claim needed to be received by midnight Central Time July 21, 2014. Regrettably, our program terms do not provide any exception.
Please understand, prices are dynamic and our suppliers are independent. Airlines/Carriers retain full control of inventory, sales, fares, and availability, at all times. In addition, Orbitz does not collect the funds paid for airfare - this billing info can be verified via your credit card statement.
Orbitz Best Price Guarantee Program is offered as an added benefit, a gesture of goodwill, exclusive to Orbitz customers. We have a responsibility to govern the program in accordance with the stated Program rules; which include terms/conditions for reservation qualification, claim submission, and reward. We regret any disappointment.
Mrs[redacted] I wish our response could be more favorable. Unfortunately Orbitz must deny your request for refund for Best Price Guarantee (BPG). Please do let me know if you have further questions regarding Orbitz.com. Thank you for sharing your concern. Orbitz values your business and we sincerely hope for future opportunity to serve your travel needs.
Kind Regards,
[redacted]
Orbitz Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (3000, 7, 2014/07/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My response was emailed in the 22nd. Funny how the next day after I book the flight goes down that much. And your only given till midnight to file a claim. It's called the bait and switch you hike up the price till someone books, then lower once they do. And don't blame the airline either. Read your reviews in yelp, you guys are horrible to the customer and do not care. Consumers need to know you are scammers. And I won't stop until I get to [redacted] myself to tell him what horrible employees he has. Like I said since nothing is being done comsumers will know not to use your company. And hopefully you will be out of business very soon.
Final Business Response /* (4000, 9, 2014/07/29) */
Mrs. [redacted]
We regret your continued dissatisfaction. However the terms of Orbitz Best Price Guarantee are clearly stated, public, and inviolable. We make no exceptions regardless of the time the booking is made - the cutoff time for any claim submission remains the same. Further, we administer the program consistently regardless of time zone of customer, cost of fare difference (above minimum), airline carrier, etc. Unfortunately, only qualified reservations and qualifying submissions are able to be considered. In this case we are simply not able to honor your request -as we will not violate the terms and conditions, as publicly available and adhered for all customers.
Thank you for sharing your concern. We sincerely regret that our response could not be more favorable.
[redacted]
Orbitz Customer Relations
Chicago, IL

We tried to book a flight to Norfolk, Va. at a good price on Orbitz. After we filled in all the desired information including billing info (this took us a while and it is many pages long). It 'kicked' us back to the beginning saying something to the effect of an error occured. We were very discouraged and unable to find a phone number or email to help us. We had already had a negative experience trying to find a flight, but at least it happened at the beginning of the process. It was sort of like a 'bait and switch' tactic where they would have a cheap flight but then when I clicked on details it said 'sorry no more tickets available at that price. It is now' and it would be doubled.

Initial Business Response /* (1000, 5, 2015/08/28) */
Dear Ms. [redacted],
The Revdex.com has shared your recent correspondence pertaining to an airline booking made through our site. I appreciate the opportunity to review your account and respond to your concerns. My understanding...

is that a reservation was made in your name on May 25, 2015, and
a charge to your credit card for $1013.09. You are stating that you never booked this and are requesting a refund.
On behalf of Orbitz, I apologize for any inconvenience. In review of the booking, this was made through our contact center by an agent. The booking was made in your account, on your credit card, and it is for self-travel. Our Customer service team has also investigated and found that there was no error made.
Unfortunately, the ticket is nonrefundable, but can be exchanged for another ticket by May 25, 2016.
At that time, the airline will charge a $200.00 change fee and any additional fare difference, if applicable. Since the ticket was issued by[redacted] Airlines, and a portion of this ticket was on [redacted]
Airlines, the fare rules determine if the ticket can be refunded. Since this ticket is nonrefundable, we are
unable to waive those fare rules.
Thank you for reaching out to us in this matter. We regret we are unable to offer a refund in this
situation.
Sincerely,
[redacted]
Orbitz Customer Relations

I booked 2 rooms on the orbitz.com site, only to find out from another website, that the hotel does not accomadate children. It was not mentioned anywhere on the Orbitz.com site. I called customer service to get a refund, the agent told me the hotel agent hung up on him, so he wasnt able to verify the policy. After over an hour and speaking with a supervisor, they still would not refund the cost of the rooms. Now I am unable to take my family on vacation.

Initial Business Response /* (1000, 5, 2014/07/31) */
Dear Ms[redacted]
Thank you for contacting Orbitz via the Revdex.com. On behalf of Orbitz, I sincerely apologize for this disappointing experience.
It is my understanding that when you arrived at[redacted] Hotel, the...

hotel was oversold, and you were left without lodging.
Please know that hotels, just like the airlines, do overbook and on occasion will exceed overbooking ratios. This process is solely controlled by the individual hotels and or their representative companies. When these situations occur, the hotel is responsible for finding accommodations for the guests they have inconvenienced.
Although we understand this does not excuse your experience, Orbitz fully holds the hotel responsible.
The room that was purchased from Orbitz has been refunded back to your Visa Card ending in [redacted] today July 30th. Please allow 3-5 business days for this refund of $142.92 to post to your account.
Please know Orbitz was only notified of a problem on the afternoon of check-in. Unfortunately, we were unable to contact you prior to the hotel contacting Orbitz, to advise you were at the hotel, and a refund was requested.
Ms. [redacted], we certainly regret this unfortunate experience, and as a gesture of our sincerity, Orbitz would like to offer you a $75 USD future travel voucher on your next Orbitz.com prepaid hotel or package booking. Our future travel voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needs.
Here are the instructions for the future travel voucher:
When you make your next prepaid hotel or package booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [redacted]@Orbitz.com. Please reference case number XXXXXXX and my letter offering the $75 future travel voucher in your request. Orbitz will then issue a credit to the card used for the new booking.
This offer is valid for one year from the date of this letter, until July 31, 2015.
Ms. [redacted], we appreciate your business, and we hope you will provide us with a future opportunity to fully restore your confidence in our products and services.
Sincerely,
[redacted]
Orbitz Customer Relations

Initial Business Response /* (1000, 5, 2014/05/07) */
Dear Ms.[redacted]
The Revdex.com has shared your recent correspondence pertaining the airlines imposed change fee and difference in fare to change your airline reservation. I appreciate the opportunity to review your...

account and respond to your concerns.
At Orbitz, we do understand the importance of displaying all of our suppliers rules and restrictions. During the booking process, the airlines fare rules are given and must be agreed to prior to confirming your booking. Airlines charge anywhere from $75 to $400 in penalty fees, plus and difference in fare if a change is made to a non-refundable ticket.
Ms.[redacted] I have reviewed your booking, and Frontier Airlines does charge a $125 penalty fee to process a change to your ticket, plus any difference in fare. We certainly apologize for your disappointment, but we do show that the airline fare rules were advised during your booking process and prior to processing your change. Please know that as a travel agency, Orbitz is required to charge all airline imposed penalty fees.
Ms.[redacted] thank you for the opportunity to address your concerns. We do appreciate your business, and hope that we have a future opportunity to serve you.
Sincerely,
[redacted]
Orbitz Customer Relations

Initial Business Response /* (1000, 5, 2014/04/09) */
Dear Ms. [redacted]
The Revdex.com has shared your recent correspondence pertaining to the Best Price Guarantee claim. I appreciate the opportunity to review your account and respond to your concerns.
From your complaint, you...

booked a ticket on April 6, 2014 for travel on May 27, 2014. After the booking, you found lower fares for the same route, and 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.
Ms. [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.
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.
The Member rewards program was created on March 7, 2013. The customers were selected at random for this program. Benefits of the current program are; no blackout dates - customer can utilize earned Orbucks are available to use immediately; Orbucks earned through Orbitz Rewards do not expire; they can be combined with other discounts like Orbitz promo code, special offers, and Price Assurance.
Recently, 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.
According to the terms and conditions of the policy, the price difference must include a screen shot and or reference to valid the price difference, and you must submit a claim by 11:59pm CT on the same day you booked your flight(s) on Orbitz. This is the stipulation required for flight bookings.
We do regret you consider this particular point of Price Assurance to be "fine print" but we do feel we make it very clear in our marketing and advertising of the stipulation regarding the timeframe.
Upon review of the timeframe, the ticket was booked at 12:53 am CT on April 6, 2014 so you had until 11:59 pm CT on April 6, 2014 to submit the claim. According to the submission email, this was submitted on April 6, 2014 at 1:02 am CT; Orbitz was in error regarding the submission timeframe.
I have forwarded your complaint to the training department for coaching and training. Our procedure was not followed, with no fault of yours, and your actions were justifiably correct.
I certainly do apologize, as we understand time is of great value.
Orbitz has credited the account with the Member Rewards points in the amount of $43.98. You will receive an additional $100 points upon completion of the trip per the terms and conditions of the policy.
If you have any additional concerns, please contact me, and I will investigate the matter further.
We take our customers' comments very seriously, and I thank you for your honest feedback.
Ms. [redacted] we apologize for any misunderstanding this might have caused. Orbitz hopes to have a future opportunity to serve you with your travel planning needs.
Sincerely,
[redacted]
Orbitz Customer Relations

November 30, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #[redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the...

comments and concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from Ms. [redacted] complaint she is unhappy about a current flight reservation.Our records indicate on November 6, 2016 the customer self-booked a round trip flight reservation using Orbitz.com for three travelers. The flight reservation was operated by [redacted] Airlines, with flights departing on December 9, 2016 from New York, NY to Chicago, IL and returning to December 11, 2016.After reviewing a screen-by-screen record of Ms. [redacted] booking made on November 6, 2016 we have confirmed that there was site error changing the time of the customers flights. Prior to inputting the credit card details on the review your trip page Ms. [redacted] flights were displayed. Furthermore we are able to verify that a confirmation email was sent to the email address on file at 8:20 am on November 6, 2016. This email was not reviewed until November 18, 2016 at 4:40pm.We sincerely regret that we are unable to offer a more satisfactory response or resolution to the customers concern. At Orbitz we try as much as possible to provide not only excellent customer service but we also try to exceed what is expected of us. However we know that there are some instances when policies associated with the purchases made on our website cannot allow for a resolution that is more favorable to our customers. We are not trying to discharge ourselves from any responsibility; we only want to convey that we were able to provide Ms. [redacted] with the necessary information related to her flight purchase before our system asked her to complete the reservation online.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] T [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from Ms. [redacted] complaint she is unhappy with the changes that were made to her flight reservation.Our records indicate that on March 6, 2016 the customer self-booked two one-way flight reservations using Orbitz.com. The departure flight reservation was operated by [redacted] Airlines, with flights from Richmond, VA to Fort Lauderdale, FL departing on July 9, 2016. The customers return flight was operated by [redacted] Airways, with flights from Fort Lauderdale, FL to Richmond, VA departing on July 16, 2016.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] Airlines 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 alternative flight options unless approved by the airline, and must adhere to the airline’s policies.Only the airline can make changes to customer’s flights. These changes are not related to the type of ticket that you bought or the company that you bought from. Airlines rarely tell travel agencies why they make a change. Schedule changes are often due to routing adjustments, severe weather, or staffing or maintenance issues.On August 17, 2015, [redacted] Airlines notified Orbitz they had customers departure flight times. Subsequently, an email was made to made to Ms. [redacted] advising that [redacted] Airlines made a significant change to the return flight. As the change was related to an airline schedule change, Orbitz is unable to honor the customer’s request for any further compensation.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

April 27, 2016
Revdex.com
Orbitz.com
Complaint Department
 
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 you
Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding flight reservations. We understand the customer is requesting a refund and compensation due to difficulties encountered with their flight reservations.
Our records indicate that on April 7, 2016, you booked flight reservations – itinerary [redacted] – using the self-service tool on the Orbitz website. Travel was on Air [redacted], departing July 7, 2016, from [redacted], Germany to Jacksonville, Florida, and returning July 23, 2016, for one passenger. Orbitz flight protection was booked in conjunction with the flight reservations. We understand that you are requesting compensation for difficulties encountered with changing the dates of your flight reservations.
Upon further research we were able to confirm that on April 15, 2016, you contacted Orbitz to change the dates of your flight reservations to the new travel dates of June 8, 2016, departing [redacted], Germany, to Jacksonville, Florida, and returning July 23, 2016. On April 20, 2016, new tickets were issued, and a $137.00 airline imposed change penalty was charged per the airline’s rules and regulations which you agreed to at the time you made your initial reservations on April 7, 2016.
As a goodwill gesture, on April 26, 2016, Orbitz processed a refund for the airline imposed change penalty of $137.00 as a one-time courtesy. The amount of time it takes to receive a refund depends on the length of time it takes your credit card company to process refunds, generally within 3-7 business days.
Regarding the request for a full refund, the type of flight reservation you booked is non-transferable and non-refundable. 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. Air [redacted] was the operating carrier and merchant of record (the entity that received your funds and the company that charged your credit card). The change fees and increases in airfare are set and collected by the airline. We hope you understand we must abide by the terms and conditions set forth by travel providers such as Air [redacted].
 
When finalizing a reservation on Orbitz, you agreed to our Terms of Use, which expressly provide as follows:
 

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.
Given the above, we are unable to offer the customer any additional compensation. As for the insurance that you purchased, Orbitz does not administer nor outline the coverage of the insurance policy, and we cannot dictate the definitions of a covered service. [redacted] Travel is our administrator for assistance and can be reached by calling 1-[redacted].
We hope that with the information provided, we have addressed all of your concerns and look forward to assisting you further with your future travel needs. We thank you for allowing us the opportunity to address the issues that were brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.
 
Sincerely,
 
[redacted]
Tier 3 Customer Service