Orbitz

Initial Business Response /* (1000, 5, 2015/06/18) */
Mr. [redacted],
The Revdex.com has shared your recent correspondence pertaining to your original seating assignments no longer showing confirmed. On behalf of Orbitz, I apologize for any confusion, and appreciate the...

opportunity to review your account and respond to your concerns.
I certainly apologize for the information provided by [redacted] and that the reasoning for your seating assignment change was not properly explained when contacting Orbitz or the airline. Please know that Orbitz does not access an account to change seating assignments unless it is specifically requested.
Mr. [redacted], your seating assignments were changed due to the airline imposed schedule changes that occurred on your flights back in March. When the airline changes a flight schedule, the new flight segment will be added to the record for confirmation, but your original seating assignment is not carried over with the change. Seating assignments will be based on what is available on the new flight being offered when the change occurs.
Mr. [redacted], we certainly regret your disappointment; however, this is not something that is in the control of Orbitz. I am not able to cover the costs to upgrade your seating assignments; however, as a gesture of our sincerity, Orbitz would like to offer you a $75 USD future travel voucher on your next prepaid Orbitz.com airline, hotel or vacation package booking. Our voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needs.

Here are the instructions for the future travel voucher:

When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [redacted]@Orbitz.com. Please reference case number XXXXXXX and my letter offering the $75 voucher in your request. Orbitz will then issue a credit to the card used for the new booking. This offer is valid until June 18, 2016.
Mr. [redacted], thank you again for the opportunity to address your concerns. We appreciate your business, and we hope you will provide us with a future opportunity to serve you with your travel planning needs.
Sincerely,
[redacted]
Orbitz Customer Relations

Initial Business Response /* (1000, 5, 2014/07/29) */
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 you processed your package booking on July...

24th, with the understanding that it could be canceled without charge on July 25th by 11:00PM ET.
In reviewing your online logs, I do see that the first search was for a flight only booking, which did display the logo cancel tomorrow by 11:00pm ET (Jul25th). However, upon selecting to add a hotel, making it a package booking the cancel by 11:00pm ET was no longer offered.
On the "Checkout page," we provided the trip policy that advised of the below.
Trip Policies
Payment
Your credit card will be charged the Orbitz package price indicated at the time of booking. You may see separate charges on your credit card statement - one from Orbitz and one from the supplier you selected.
Cancellation
Cancellations of your Orbitz Package will incur a cancellation fee. The amount of the fee will depend on when you cancel. You may only cancel your entire Orbitz Package and not any individual component. See our booking terms and conditions for more details or call our Customer Service Team at X-XXX-XXX-XXXX.
Change
Changes to your Orbitz Package after the time of booking will incur both change fees and any additional amount attributable to any increase in price of your Orbitz Package that result from the changes. Changes are subject to availability and to restrictions and limitations imposed by airlines, hotels, and other travel providers. Some airline tickets cannot be changed. See our booking terms and conditions for more details or call our Customer Service Team at X-XXX-XXX-XXXX.
Ms. [redacted], we advised of the cancel policy, and provided a phone number to contact Orbitz for assistance.
With regard to the complimentary tickets, this is a special offer from the hotel and upon confirmation; you should have received an e-mail from the hotel with a link to reserve the tickets. You can reserve the tickets within 72hrs of booking, or no later than September 28, 2014. Please see the information provided at the time of booking and is located in your Orbitz account.

Receive 2 Comp Tickets to Vegas Best Entertainment
Book before 9/25/14 Valid for travel between 11/9/14 - 4/10/15
Blackout dates: 3/19/15, 3/20/15, 2/14/15, 2/15/15, 1/5/15, 1/6/15, 1/7/15, 1/8/15, 12/30/14
Terms and Conditions: Offer is not valid on existing reservations and may not be combined with any other offer. Offer valid for arrivals November 9, 2014 through and including April 9, 2015. Reservation must be booked for a minimum of 3 nights. Subject to availability and black-out days may apply. Limit 2 tickets per reservation, based on double occupancy (only 1 ticket maximum if only 1 person is booked in a room), and both tickets must be used for the same show and show time. Tickets must be reserved within 72 hours of booking your room and no later than September 28, 2014. This offer does not accumulate if unused. Some restrictions may apply. Tickets are not available for all price categories at all performances. Limited seating is available for select performances. Seating availability and location is determined automatically on a first-come-first-serve basis. This offer is non-transferable and has no cash value.
Ms. [redacted], please check your e-mail in box for the hotel e-mail with the link to reserve your tickets. If you do not find the hotel e-mail, please check your "Junk and Spam" folders, as your Internet provider may have redirected the email to one of these folders.
Please know that you may also contact the hotel show reservations department to reserve your tickets at XXX-XXX-XXXX.
Ms. [redacted], I am sorry for any misunderstanding at the time of booking; however, please know that Orbitz is unable to refund hotel complimentary tickets.
We appreciate your business, and we hope you will provide us with a future opportunity to serve you with your travel planning needs.
Sincerely,
[redacted]
Orbitz Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2014/07/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received and read Orbitz response to my complaint. I now see that the package deal with flight and hotel does make the difference. I will just say that it is very confusing and not made obvious in any way which I feel is sort of like a bait and switch but I will be much more alert to any change if I ever book with a discount site again. Concerning the 2 comp tickets to Vegas Best Entertainment, I looked through my emails, my junk and my trash folders AGAIN and there is nothing there from the hotel, period, much less a link to the Vegas Best Entertainment site to get my "comp" tickets. I just read my information I received from Orbitz on it again, and it clearly does not give any link or any phone number or anyvway to make the reservation for the 2 comp tickets to vegas best entertainment. I just called the Mandalay Bay phone number you gave and talked to Mark in reservations, with MGM international. He stated that this is a common problem with Orbitz and he stated that the comp ticket deal is a promotion through Orbitz and not the hotel. He said the hotel knows nothing of the reservation until approx. 1 week before we, the hotel guest booked through Orbitz, would arrive for our stay. He also said that Mandalay Bay has this problem frequently with Orbitz and that Orbitz is solely responsible for sending the link to Vegas Best Entertainmet to me so that I can book the "comp" tickets myself. He said that if I were to book the tickets through the hotel, I would be charged a $10 fee per ticket. I asked him to clarify this with me and he explained it several times this same way, insisting that this promotion is through Orbitz, Not the hotel. Mark with MGM International said that I should contact Orbitz and demand that Orbitz refund me the cost of the tickets.
Final Business Response /* (4000, 9, 2014/08/01) */
Dear Ms. [redacted]
Thank you for your response. I am sorry for your continued disappointment, and for any miscommunication received from the hotel reservation agent.
Please know that the special offer is offered by the hotel and not Orbitz.
The hotel sends the e-mail with the link to confirm the show tickets. Unfortunately, occasional technical issues our inevitable in the e-commerce industry. I regret that you did not receive the hotel e-mail.
In reviewing your account, I find that Orbitz sent a response to your e-mail inquiry on July 31st, after contacting the hotel for their link and confirmation number to choose your show, which we then provided to you.
"For your 2 complimentary tickets to Vegas Best Entertainment, it is necessary to type the address below mgmresorts.com/tw/internal.aspx in your browser, enter your hotel confirmation number XXXXXXXXXX, and choose the show that you would prefer".
Through further review, I find that we offered you a $50 future travel voucher as a gesture of goodwill, please see our offer below.
As a gesture of our sincerity, Orbitz would like to offer you a $50 USD future travel voucher on your next prepaid Orbitz.com 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 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$200 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 August 1, 2015.
Ms. [redacted], while we certainly regret your dissatisfaction, however, Orbitz is unable to refund the show tickets offered by the hotel.
We hope you will accept our voucher offer in the spirit it is intended. Orbitz is unable to further compensate in this matter.
Sincerely,
[redacted]
Orbitz Customer Relations

August 22, 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 requesting a refund due to locating a lower price within 24 hours of booking her reservation.Our records reflect on August 5, 2016 the customer self-booked round trip flight for four passengers on Orbitz.com. The customers flights were operated by [redacted] Airlines, departing from Buffalo, NY to San Jose on April 9, 2016 and returning on April 17, 2016. This flight reservation totaled $2,279.80.Upon further research, we respectfully request that the customer provide us with screenshots of the correspondence between her and our Best Price Guarantee claim team. The requested information will enable us to appropriately address Ms. [redacted] concerns.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: I have worked in the travel industry and understand how the fares work.  In addition, no other airline was even close in offering that fare, only on Orbitz was that fare offered and it was $200.00 cheaper than any one else, with the exact same date, time and airline.  I have print out of your fares for $274.20 and was even quoted that fare by a representative.  This fare was also offered for at least 2 days.  This is clearly bait and switch. I have had several other people voice their concerns with Orbitz as well.  This must be corrected because I don't want others to go through the disappointment, frustration, anger and time wasted which eventually turns into NEVER booking on Orbtiz again.  
Sincerely,
[redacted]

Dear Ms. Hope,  
The
Revdex.com has shared your recent correspondence pertaining to the
fare rules associated with your nonrefundable tickets. I appreciate the
opportunity to review your account and respond to your concerns.With
a goal of being fair with all...

customers, airlines have developed uniform
guidelines in applying their tariffs and fare restrictions, and there are
generally no exceptions granted to these guidelines regardless of the price of
the airline ticket.  During your booking
process airline fare rules are given and must be agreed to prior to confirming
your booking.  As a travel agency, Orbitz is required to apply the applicable
airline fare rules when performing a ticket exchange.  As a distributor of
tickets for the airline, we do not have authorization to waive change fees or
issue refunds for non-refundable tickets.  I apologize for any inconvenience
this may have caused. We
wish our reply could be more favorable.  Please be assured that Orbitz
values your business, and we look forward to serving you again in the future
with your travel planning needs.Sincerely,Luisa
[redacted]Orbitz
Customer RelationsChicago,
IL

Initial Business Response /* (1000, 5, 2014/03/17) */
Dear Mr.[redacted]
The Revdex.com has shared your correspondence with Orbitz so that we may assist you further. It is my understanding that you cancelled your package booking, but were not aware of the exact expiration date...

for your flight credit. On behalf of Orbitz, I apologize for this disappointing experience and any inconvenience it has caused. I appreciate the opportunity to review this matter and assist you with your concerns.
Unfortunately, our call recordings do not date back to April 2013, and the agent's documentation in the account is not specific about the expiration date. Therefore, we would like to offer you an Orbitz travel voucher for the remaining value of the airline tickets, minus the $150 Virgin America change fee per ticket that would have been charged at the time of rebooking.
The amount of your voucher is $466 and we hope you will accept this as a gesture of our sincerity and goodwill.

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 $466 voucher in your request. Orbitz will then issue a credit to the card used for the new booking. This offer is valid for one year from the date of this letter, until March 17, 2015.
Mr.[redacted] thank you for bringing this to our attention. 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

Dear Ms. [redacted],
Thank you again for your follow-up response, and I appreciate the opportunity to address your concerns.
We certain regret to hear of your continued disappointment, but every effort was made to assist you with the airline schedule changes that occurred with your reservations.  When any type of change was updated in your record, action was taken.  Unfortunately, seating assignments are not guaranteed, and will be affected when major schedule changes occur. 
Ms. [redacted], we apologize for the inconveniences the airline imposed schedule change has caused, but these are out of the control of Orbitz.  A $100 future travel voucher was issued in March due to your disappointment in the schedule change, and we are unable to offer any further compensation.  We do appreciate your business, and hope that we have a future opportunity to serve you.
 
Sincerely,
[redacted]
Orbitz Customer Relations

I am writing to regarding my trip to Riviera Maya from Dec 24,2014 to Dec 31st 2014. My record locator is PBORB-XXX-XXX-XXXX.

My family and I had decided to save up all year last year to make a fun family trip to Riviera Maya. We worked hard to save the money it took to make the trip. We looked at Orbitz reviews and identified a well reviewed and well represented hotel - [redacted] in Riviera Maya. We were a party of 5 and it was an expensive reservation for a resort but we thought it would be well worth it at $8500.

Since we have a young kid, I called the resort a couple of days ago to confirm reservation and check on availability of oven and things like that. They confirmed my reservation on Dec 22,2014 over phone. We arrived in Cancun airport on Dec 25th morning and after procuring a rental car, drove 2 hours to [redacted]. We were tired, hungry and waiting to get to our rooms to sleep and refresh. We arrived at [redacted] and I presented my information to the reception desk. After a flurry of discussion among them in Spanish (which I do not understand), I was asked to talk to the manager. The Manager informed me that Orbitz had moved our reservation to a different resort. I was shocked. My young kid started crying in tiredness and we were disappointed. We had a reservation. How could this happen to us?. The Manager pretended that he did not understand my English arguments and suggested I take it up with Orbitz. He said our reservation was moved to [redacted] which was an hour's drive away.

We were vacationing with our friends in [redacted] who had arrived the day before. They had made reservations through a different site and they were checked in fine. We were now kicked out to a different place. Suffice to say, this was a horror unfolding for us. Our vacation was completely screwed up- plans laid to waste. $8500 really down the drain.

I demand a response for this. Orbitz has been trying to reach the hotel by phone, email and what not to hear what happened. No response. And I am supposed to wait forever? Is this how Orbitz treats its customers who spend their hard earned money to go on a vacation. Once my vacation is paid, does Orbitz even care about me? If I had a similar experience with a product on Amazon and complained to their customer service, I would first be refunded- no questions asked. Then they would take down the listing for the product until their investigation was complete. Would Orbitz treat the customer the same way? Does Orbitz really care?. When I make a reservation for a listing on Orbitz, I assume they have done their due diligence on the property and stand behind their listing. Do they?

After hours and multiple calls with customer service, the most Orbitz offered me was comforting words and a measly $200 credit for future travel. I declined it. Maybe Orbitz execs should keep it and travel to [redacted] - I am sure they will treat you well. What a shame.

Today May 18th, 2015 I searched for flights from Newport News, VA to Flint, MI. Because I was flexible in my dates I looked up their +/- 3 days flexibility log. It showed two great deals opposed to my original dates. Sadly when I clicked on the options of July 15th through 21st and July 15th through 22nd they did not hold true. The advertised price was 269.20 and 267.70 respectively for those dates. However when I went to investigate and book it was more like $353 and $330 respectively. I called the customer service number and after playing their gambit opted for the call back option when they were ready. 27 minutes later I was called back and placed on hold for an additional 8 minutes. I explained my situation and was placed on hold for an extended period of time yet again where I met a sales rep. After finally explaining things to her she placed me on hold several times and refused to confirm the same thing I and multiple friends (backed with screen shots) saw.

Dear Ms. [redacted], The Revdex.com has shared your recent correspondence pertaining to your Best...

Price Guarantee claim. I appreciate the opportunity to review your account and respond to your concerns. It is my understanding that you booked a ticket reservation on our website on December 15, 2015 to travel to Moscow.  Days later, you contacted Orbitz Customer Service advising that you found a lower fare.  You also on to say that encountered a lack of professionalism on the part of our staff.  Our aim is to meet or exceed customer expectations.  Please know that I have reviewed your account, and I was unable to locate the phone call that you made to Orbitz Customer Service, after December 15, the last phone call log that I was able to locate was made on November 30, 2015.  Please know let me explain the terms of Best Price Guarantee.  The terms of the Best Price Guarantee for flights require that the claim is submitted 24 hours from the time you made your booking.  Also the flight number, carrier, class of service, and dates of travel for the same passengers, itinerary and cabin, where the comparable rate is at least $5 lower than the airfare booked on Orbitz.com, excluding any service, booking, processing, shipping, paper-ticket or other fees charged by Orbitz. Ms. [redacted], you confirmed your airline ticket on December 15, and per your email you note that you contacted Orbitz Customer Service days later.   Because the terms to Best Price Guarantee require that the claim be submitted within 24 hours of booking, your request was denied.  I apologize for any inconvenience this may have caused. Ms. [redacted], we wish our reply could be more favorable.   Please be assured that Orbitz values your business, and we hope to have a future opportunity to serve you. Sincerely, Luisa [redacted] Orbitz Customer Relations Chicago, IL

I commenced suit with cook county Illinois but have not received a docket number yet
I am willing to settle with the company in return for paying court fees ,the 150 owed to me plus my expenses
 
thank you for all your help

Initial Business Response /* (1000, 5, 2014/02/20) */
Dear Mr. [redacted]
The Revdex.com has shared with us your correspondence regarding your recent Orbitz experience. I understand you state the reservation booked was not the one that you had selected. I appreciate the...

opportunity to respond to you.
On behalf of Orbitz, I would like to apologize for any frustration this has caused you.
Please know, I was unable to find the reservation using your email address. Can you please provide me with the Orbitz Record Locator, so I can review?
I look forward to hearing back from you.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL
Final Consumer Response /* (3000, 7, 2014/02/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
orbitz record locator PBORBXXXXXXXXXX
Why does someone have to wait almost 30 minutes to speak to a representative after entering your record locator # on your phone system and then having to wait to talk to another agent then again another 20 minutes later because its an international reservation. they knew that from the initial enumeration of the record locator number the first time - an hour and a half of nonsense.
Final Business Response /* (4000, 9, 2014/02/25) */
Dear Mr. [redacted]
Thank you for your response.
After further research, we do show that the reservation confirmed for [redacted] to Tel Aviv on February 13, 2014 was the reservation with the longer layover for the total price of $785.92. Furthermore, an email confirmation was sent to you within 24 hours of booking so that you could review the reservation.
Nevertheless, we do value you as a customer, and as a gesture of sincerity for your disappointing experience, we would like to offer you a $100 future travel voucher to be used on your next Orbitz.com booking. Our voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needs.
Here are the instructions for the future travel voucher:
When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [redacted]@Orbitz.com. lease reference case number XXXXXXX and my e-mail offering the $100 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 e-mail, until February 25, 2015.

Mr. [redacted] we appreciate your business, and hope you will continue to use Orbitz in the future with your travel needs.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL

Initial Business Response /* (1000, 5, 2014/06/03) */
Dear Mr. [redacted]
The Revdex.com has shared your recent correspondence pertaining to the package booking and compensation due to errors. I appreciate the opportunity to review your account and respond to your concerns.
From...

your complaint, you booked an air, hotel and car as a package on April 16, 2014 for a departure on May 23, 2014. This issue was the car and hotel reservations; the car reservation was not honored, and the hotel booking could not be located at the hotel. You are asking for a refund of the car, insurance and additional car related bookings due to the error. Furthermore; your perception of Orbitz has become discontented due to the service you have received.
Ms. [redacted] I do understand your concern in this regard; travel can be a hectic experience, and Orbitz does try to meet the expectations of our customers with current information made available on the website.
All vehicle type listings, rates, and availability found on the Orbitz.com website, as with any Internet travel website, are provided and maintained directly by the individual car rental company. As a website, we display to our customers, the information that is provided to us from the specific rental-car providers. We certainly apologize for any misunderstanding that you may have had with the cost of the vehicle. However, we feel that Orbitz properly disclosed the terms and conditions of the sale during the booking process.
On your behalf, I have voiced your feedback to the Car services group. They will contact the rental company to review the complaint. Our hope is that this valued criticism will allow them an opportunity to adjust their information and modify how their company's policies are presented before the public.
Feedback such as yours is critical to the operational side of our business; I thank you for bring this matter to our attention.
According to my research, Orbitz has refunded the original car payment to Dollar; this was processed on May 27, 2014 in the amount of $62.54.
Due to the circumstances, I am willing to review the receipts for the additional car expenses. If you can forward a copy of the receipt along with any documentation regarding the travel insurance as I would need to verify if insurance was used for the new car rental.
We take our customers' comments very seriously, and I thank you for your honest feedback.
Ms. [redacted] we thank you for bringing this matter to our attention. Your business is truly valued, and we hope you will provide us with a future opportunity to serve you with your travel planning needs.
Sincerely,
[redacted]
Orbitz Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2014/06/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want reimbursement for[redacted]car rental for compensation of the screw-up.
Final Business Response /* (4000, 13, 2014/06/23) */
Dear Ms. [redacted]
Thank you for your continued correspondence to Orbitz.
I have received your fax regarding the additional costs of the car with[redacted]as the Dollar agency could not provide service.
Per my previous email, I will honor the claim and refund the amount of $297.77 to the card ending in[redacted]
This will process today, June 11, 2014. Please allow 3-5 days for the credit to appear on your statement. This will appear as an Orbitz credit, not[redacted]
This, however, is all the compensation which Orbitz will offer.
Ms. [redacted] thank you for allowing me to assist you in this matter. Again, I do apologize for the error and your continued frustration.
Sincerely,
[redacted]
Orbitz Customer Relations
Final Consumer Response /* (3000, 11, 2014/06/18) */

My family and I booked vacation flights with Orbitz. We received a detailed itinerary with all our flight information. When we went to check in with all our flight details from Orbitz, we learned that we did not have seats. Orbitz never booked a flight for us. My family was hours away from leaving for a flight for which we had no seats.
When we tried to resolve this issue with Orbitz, they were incredibly difficult to work with. They continually made excuses and offered no explanations. We asked to be put on other flights, but they simply refused to help us. We found other options online ourselves, but still they refused to help us.
Finally we asked for a full refund so we could book our own flight. They insisted it would take 45 business days to receive a full credit, even though it was their error.
I cannot stress how unhelpful the entire customer service staff at Orbitz was. They continually gave us the run-around, put us on hold, and simply left us with no options or recourse. Even though it might appear to be a few dollars cheaper to book a flight with Orbitz, I HIGHLY suggest you do not. It has truly been the worst travel experience of my life.

Complaint: [redacted]
I am rejecting this response because: 
As suggested by Orbitz, I did try to reach the Airlines directly and also posted my feedback on their website, however received no response from them. My review/feedback was also deleted by the airlines from their website. After receiving such a poor service from Orbitz and the airlines, I don't think I will be making any reservations in future via Orbitz so using $100 credit for any future booking does not make any sense. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Hi Revdex.com,
Was this a mistake? This seems to be the same response that I rejected yesterday. I don't dispute the fact that Orbitz had made a good faith effort to resolve my complain after Revdex.com's intervention, I was hoping Orbitz could provide an explanation regarding why it requires Revdex.com's intervention to have my case resolved (it had been rejected twice by their customer service representatives). Thank you.
Sincerely,
[redacted]

To Orbitz Management and various state and local Revdex.com offices;
Orbitz, you have absolutely the WORST customer service response rate in the entire travel industry. 1 hour hold times IF you can get through to ANY incompetent contractor in India who has NO IDEA how to take care of anything. NO ENGLISH SPEAKING SUPERVISORS. A form letter response 24 hours later to an urgent email with someone at the airport.
If you cannot take care of issues, you should not be allowed to sell in Missouri. Understaffed, incompetent, outsourced contractors who do not clearly speak or understand English and are unwilling to work for the help of your customers is my EXPERIENCE with Orbitz. It has gotten much worse since the acquisition by [redacted]. Total incompetence...
Every time I have called "we are experiencing high call volumes, please wait and your call will be answered "sometime in the future"."
You are great if all goes right, never helpful when anything goes wrong as it often does when travelling.
Your previous customer,
Rodney [redacted]

Complaint: [redacted]
I am rejecting this response because:I am a non-smoker. I was not smoking. What evidence are they providing of this? My original complaint addressed not only this bogus smoking charge but the shabbiness of the hotel room. After making several complaints to the front desk about the smell of stale cigarette smoke and stained carpeting and drapes, the Hotel replied by issuing me a smoking penalty. I stand by my original demand: refund of hotel fees and smoking penalty.
Sincerely,
[redacted]

Dear Mr. [redacted],
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The Revdex.com has shared your recent correspondence pertaining to the airline reservation that was requested with [redacted] Airlines and [redacted] Airlines.  You feel that the booking was canceled; however, you are seeing charges on your credit card account from [redacted] Airlines.  On behalf of Orbitz, I apologize for any confusion this has caused, and appreciate the opportunity to review your account and respond to your concerns.
Our records indicate that on February 15, 2016, a combined one-way fare flight reservation under itinerary# [redacted] was reserved using the self-service tool on the Orbitz website. Travel on May 6, 2016, is with [redacted] Airlines, departing from Dallas, Texas to Denver, Colorado. Travel on May 8, 2016, is with [redacted] Airlines, departing from Denver, Colorado to Dallas, Texas, for one passenger. 
Upon further research, we were able to confirm that you contacted us on February 17, 2016, and was advised to contact [redacted] Airlines directly as the [redacted] Airlines portion of the flight reservations had not been confirmed.
We have tried to reach you by phone concerns your complaint, but unfortunately, we were unable to reach you.  In order to better assist you, we request that they submit a copy of your credit card statement with the charges from [redacted] Airlines, so that we may further research your complaint. You may submit the documentation via the submission link on the Revdex.com website. We ask that you omit any personal information from the documentation.
Mr. [redacted], we look forward to your response.  Thank you again for the opportunity to address your concerns.
Sincerely,
[redacted]
Orbitz Customer Relations

Tell us why here...

March 23, 2016
Revdex.com
Complaint Department – Orbitz
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 flight reservations. We understand the customer is requesting that Orbitz honor their Best Price Guarantee submission.
Our records indicate on March 17, 2016, the customer booked flight reservations – itinerary [redacted] – using the self-service tool on the Orbitz website. Travel is on [redacted] Airways, departing April 5, 2016, from John F. Kennedy, New York to Albuquerque, New Mexico, returning September 20, 2016, for one passenger.
On March 23, 2016, Orbitz processed a refund in the amount of $21.99 back to the customer’s original form of payment as a goodwill gesture. The amount of time it takes to receive a refund depends on how quickly the customer’s credit card company takes to process refunds.
If you have any further questions or concerns regarding this matter, please feel free to contact us.
Sincerely,
[redacted]
Tier 3 Customer Service