Orbitz

Initial Business Response /* (1000, 5, 2014/10/16) */
Dear[redacted]
The Revdex.com has shared your recent correspondence pertaining to extra charges upon your arrival at the Budget Car Rental counter. I appreciate the opportunity to review your account and respond to your...

concerns.
Please know that on your car rental booking, your total car rental rate was included. However, if you elect to take any extra services such as insurance, those costs are not included. The terms and conditions regarding the car rentals' insurance requirements are advised during the booking process of your reservation.
[redacted], if you have any further questions, please feel free to let me know. We do appreciate your business, and look forward to serving you in the future.
Sincerely,
[redacted]
Orbitz Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2014/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I declined everything
Including insurance and gas and upgrade to a better car
Again declined everything
I questioned them about taking my cc info
They said its a standard procedure and I would not be charged anything unless I use their ez pass or there is a damage to car
I did not use their ez pass and returned the car with a full tank of gas filled 5 mins before dropping off at the airport
Final Business Response /* (4000, 9, 2014/10/21) */
Dear Mr.[redacted]
Thank you for your follow-up response, and I appreciate the opportunity to address your continued concerns.
As extras were not added at the time of your rental, I have contacted Budget on your behalf. They have advised that they did charge your $27.86 to your credit card as there was a computer issue and it showed that you were returning the car late. As you did return the car within the times scheduled, they have processed a refund in the amount of $27.86 back to the credit card charged. They have advised to allow up to 10 business days for the refund to process.
Mr.[redacted] we apologize for any inconvenience this has caused. 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, 6, 2014/08/07) */
Dear Mr.[redacted]
The Revdex.com has shared your recent correspondence pertaining to the ticket exchange process along with general customer service. I appreciate the opportunity to review your account and respond to your...

concerns.
From your complaint, you booked tickets on March 18, 2014 for travel on July 2, 2014. After the booking was made, you needed to change the return flight, for personal reasons. Upon contacting customer service, believing this to be a seamless process, the matter became worse. The result was numerous charges on your credit card, and a canceled flight due to the error on the representative who processed the refund. You are asking Orbitz to compensate due to the errors along with the lack of knowledge regarding this type of change. Furthermore; your perception of Orbitz has become discontented due to the service you have received.
Mr.[redacted] I do understand your concern in this matter, as airlines continue to add various charges in order to maintain costs; travel can be a hectic experience, and Orbitz does try to meet the expectations of our customers with terms and conditions associated with ticket bookings along with knowledgeable and comprehensible staff.
According to my research, the representative initially gave the correct quote; the original ticket was $1092.10, and the new fare was $1642.90, which resulted in a $550.80 difference. The airline imposed exchange fee was $233.00. The total amount to change each ticket was $783.80 for a total of $1567.60.
The actual exchange was not entered correctly; the airline quoted the fare in Canadian dollars; however, the exchange was for a fare which originated in the United Kingdom, which uses Pound Sterling as a currency. When the amount was calculated and converted, this was converted from Canadian to United States dollars, not Pound Sterling. This is the reason for the airline denying the new ticket as the fare was not priced correctly, and I will admit that we were in error.
Mr.[redacted] our procedure was not followed, with no fault of yours, and your actions were justifiably correct. Our aim is to meet or exceed customer expectations, and I regret that in this case, we fell short of our goal.
I have forwarded your complaint to the training department for coaching and training. Our Director will address this issue with the agent to ensure better service in the future.
Feedback such as yours is critical to the operational side of our business.
On your behalf, I have contacted the airline, Air Transat, to verify the status of the tickets; you have exchanged the tickets directly with the airline, paying the appropriate fees and fare.
The pending charges from the exchange attempt with Orbitz should have been removed by the bank, as no actual charges we made on July 24, 2015.
In taking all things into consideration; you have been offered a $250.00 voucher on July 28, 2014 as a gesture of good will; however, I do understand your point. The amount is little in comparison to the extent of the exchange error.
Due to the error, Orbitz would like to offer you a $600 future travel voucher 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.
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 e-mail offering the $600 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, August 7, 2014.
The initial voucher is good until July 28, 2015 and this voucher is valid until August 7, 2015. If you chose to utilize the voucher, being apprehensive about speaking to customer service, you may forward the email back to me for the credit.
Please treat the vouchers as cash; you may use the amounts at different times or all at once; if you desire to use the combined voucher amount, please contact me directly, as the contact center will only use one voucher at a time as per their policy.
Therefore; the total amount of compensation is $850.00.
We take our customers' comments very seriously, and I thank you for your honest feedback. Orbitz does appreciate this feedback, which allows us to assist the needs of our customers.
Mr.[redacted] thank you for bringing this to our attention. We appreciate your business, and we hope you will provide us with a future opportunity to restore your confidence in our products and services.
Sincerely,
[redacted]
Orbitz Customer Relations

Complaint: 11150447
Dear Jeanna, 
I forgot to mention in my previous answer that last time when I talked to Orbitz I was told that AirFrance is willing to lower the fee for changing the date of flight to $150. Still I think I should not pay a penny more due to the fact that I had been askes to pay for changing the ticket when my mother had her last days.
Also when I called Air France, I was told that they can not make any changes to the ticket, since it was purchased on Orbitz's website. 
Please advice.  
I am rejecting this response because:
Sincerely,
Sharon [redacted]

September 6, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the...

comments and concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding a flight reservation. We understand from the customers complaint he is requesting a full refund of his flight reservation.Our records indicate on July 18, 2016 the customer self-booked a package reservation for one traveler. The customer purchased a two night hotel reservation at [redacted] Roof Inn Queens checking in on September 1, 2016, and checking out on September 3, 2016. The customers flights were operated by [redacted] Airlines, departing from Chicago, IL to New York, NY on September 1, 2016 and returning on September 3, 2016. The customer also purchased a “Package Protection Plan”.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. As a result, we strongly recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policies.  The customer booked one roundtrip ticket with [redacted] Airlines who was  the merchant of record, and the companies that charged the customer’s credit card. We hope you understand we have to abide by their rules and regulations.We can confirm Mr. [redacted] contacted us on August 30, 2016to cancel his [redacted] airlines flight and request a refund. The customer requested compensation due to missing the flight. We apologize for the inconvenience this may have caused you. Based on the fare rules agreed to at the time of booking, [redacted] Airlines flights stated to take any action on the reservation, the customer had to contact them directly. As the tickets are non-refundable, we are unable to provide a refund of the reservation. We understand that per the customers complaint he is requesting a refund due to having insurance. Per the insurance terms and conditions agreed to upon at the time of booking the customer is eligible for a refund if prevented from utilizing the reservation due to the cove[redacted] reasons. Please review the Pre-Departure Trip Cancellation policy agreed to upon below:We will pay a Pre-Departure Trip Cancellation Benefit, up to the amount in the Schedule for non-refundable cancellation charges imposed by Policyholder, if you are prevented from taking your Cove[redacted] Vacation due to your, an Immediate Family Member’s, Traveling Companion’s, or Business Partner’s Sickness, Injury or death or Other Cove[redacted] Events as defined, that occur(s) before departure on your Cove[redacted] Vacation. The Sickness or Injury must: a) commence while your coverage is in effect under the plan; b) require the examination and treatment by a Physician at the time the Cove[redacted] Vacation is canceled; and c) in the written opinion of the treating Physician, be so disabling as to prevent you from taking your Cove[redacted] Vacation.If the customer is seeking further compensation we suggest she reach out [redacted] Berkley Travel to submit a claim. [redacted] Berkley Travel is our administrator for assistance and can be reached by calling 1[redacted]We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,[redacted]Tier 3 Customer Service

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

May 2, 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] A [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from Mr. [redacted] complaint he is requesting a refund for a flight reservation. On May 2, 2016, we attempted to contact Mr. [redacted] to acknowledge receipt of the Revdex.com complaint but were but were unable to reach the customer.Our records indicate on February 10, 2016 the customer self-booked a roundtrip flight reservation using Orbitz.com for one traveler. The flight reservation that was purchased was operated by a low cost carrier, [redacted] Air Shuttle. The customer’s flights were scheduled to depart from Copenhagen to Nice departing on April 12, 2016 and returning on April 23, 2016.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. As a result, we strongly recommend to our customers who choose to book their travel on their own to carefully review the details of the trip as well as the fare rules or cancellation policies.  The customer booked one roundtrip ticket with [redacted] Air Shuttle who was  the merchant of record, and the companies that charged the customer’s credit card. We hope you understand we have to abide by their rules and regulations.We can confirm Mr. [redacted] contacted us on April 11, 2016, as his flights on [redacted] Air Shuttle were not confirmed. The customer wanted compensation for his flight reservation. We apologize for the inconvenience this may have caused you. Only the airline can made changes to these types of flights. These changes are not related to the type of ticket that the customer bought or the company that the customer bought from. Airlines rarely tell travel agencies why they make a change. In addition,. Orbitz website also advises our customers to confirmed their online itinerary and check the flight status 72 hours before departure, by contacting the airline directly. By contacting the airline, customers are prepared for such changes which are, regretfully, out of the control of Orbitz. Based on the fare rules agreed to at the time of booking, [redacted] Air Shuttle flights stated to take any action on the reservation, the customer had to contact them directly. Orbitz is unable to handle any cancellations or changes for [redacted] Air Shuttle flights. As the tickets are non-refundable, we are unable to provide a refund of the reservation.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 24, 2016Revdex.comComplaint Department – OrbitzDear 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 recent flight reservation.As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate reply. At this time, we respectfully request additional time from the Revdex.com as further research is needed for this case. We will submit our final reply via the Revdex.com's website.Again, 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

Initial Business Response /* (1000, 5, 2015/02/13) */
Dear Ms. [redacted]
The Revdex.com has shared your recent correspondence pertaining to the cancellation of your flight reservation to Lisbon. I appreciate the opportunity to review your account and respond to your...

concerns.
It is my understanding that you are requesting a full refund of your recent booking. Moreover, you mentioned that you were not able to locate your reservation on the Orbitz website; causing you to cancel your reservation through [redacted]a Airlines website. On behalf of Orbitz, I sincerely apologize for any confusion you experienced.
Ms. [redacted] after reviewing your account I have confirmed that your flight reservation was cancelled on February 11, 2015 on the Orbitz.com website. Unfortunately, the 'Free Cancellation' would not be advertised as an option to cancel on February 11 since your booking was made on February 2.
Furthermore, the cancellation option chosen for your flight to Lisbon was a Future Use cancel. Because your reservation was cancelled for future use, you have the option to use the value of your flight for a new flight at a later date. However, this option does come with Airline fare rules.
In order to use your Lisbon flight credit for a new flight, there will be a $300 [redacted]a Airline change fee, $30 Orbitz reissue fee, plus or minus any difference in fare from the old ticket versus the new ticket. Furthermore, the ticket is only valid for 1 year from the date it was originally booked. Please know that if you choose to use this ticket for future travel, the new departure flight needs to depart by February 02, 2016 in order to take full advantage of the credit. Failure to use this credit before February 02, 2016 will result in the ticket being forfeited.
Your request has received every consideration; however, Orbitz is not in a position to refund a non-refundable ticket. Non-refundable ticket rules include airline waivers only in the event of the death of the traveler or spouse.
Ms. [redacted] we regret our response cannot be more favorable. We do value your business and hope to have a future opportunity to serve you with your travel planning needs.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL.

Dear Ms. [redacted],

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

May 18, 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 [redacted] for flight reservation. We understand from Mr. [redacted] complaint he is requesting a refund for a flight reservation. On May 18, 2016, we attempted to contact Mr. ** to acknowledge receipt of the Revdex.com complaint but were but were unable to reach the customer.Our records indicate on April 30, 2016 the customer self-booked a one-way flight reservation using Orbitz.com for two travelers. The flight reservation was operated by [redacted] Airlines, with flights from Baltimore, MD to  Chicago, IL departing on May 28, 2016.We are able to confirm that per Revdex.com case ID [redacted]. The customer was offered a $75 [redacted] to be used towards a future reservation. Due to this a $75 refund has been processed to the customers [redacted] Airlines flight reservation this refund was processed to the customers original form of payment. The time it takes the refund to post to the customer’s account depends on the time it takes the Mr. [redacted] credit card company to process refunds.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,[redacted]Tier 3 Customer Service

Initial Business Response /* (1000, 5, 2015/06/12) */
Dear Mr[redacted]
The Revdex.com has shared your recent correspondence pertaining to the cancellation of your hotel booking due to the verification of your credit card information. I appreciate the opportunity to review...

your account and respond to your concerns.
Due to security purposes, we must receive all proper verification on a customers' credit card information. If there are any issues with this verification, the booking will be cancelled. When the cancellation was processed, the hotels cancellation policy was in place. We apologize that this was not immediately refunded, but please know, the refund in the amount of $352.88 has now been processed. Please allow 3 to 5 business days.
Mr.[redacted] we understand your frustration; however, for the security of all of our customers, these decisions do have to be made, and we would not be able to reimburse for any differences in rate. Thank you again for the opportunity to address your concerns.
Sincerely,
[redacted]
Orbitz Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2015/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although Orbitz claimed in their response that they would process a refund of $352.88, only $196.65 was refunded. In addition, Orbitz claims that there was a verification issue with the credit card which resulted in cancelation of the reservation. However, Orbitz did not explain why they then proceeded to charge the same credit card after canceling the reservation. At no time did Orbitz attempt to contact the customer for notification of cancelation or to request additional information, nor did they provide any explanation of the "verification" information they claim to be missing. The bottom line is that this entire situation and explanation by Orbitz does not add up. This poor experience with Orbitz will be shared with as many people as possible so they can avoid the same frustration and unauthorized charges by Orbitz.
Final Business Response /* (4000, 13, 2015/07/15) */
Dear Mr.[redacted]
Thank you for your follow-up response, and we appreciate the opportunity to address your continued concerns.
Please know that we do show that a full refund for the charges made has been processed for refund back to the original credit card used.
Mr.[redacted] we apologize again for any inconvenience this has caused, and for your disappointment in our services.
Sincerely,
[redacted]
Orbitz Customer Relations
Final Consumer Response /* (4200, 15, 2015/07/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On 6/12/15, Orbitz stated the following in their response to the initial complaint. "We apologize that this was not immediately refunded, but please know, the refund in the amount of $352.88 has now been processed. Please allow 3 to 5 business days." A refund from Orbitz in the amount of 196.65 was processed on 6/12/15 to my credit card. No further refund has been processed. It is clear from multiple responses that Orbitz is not interested in resolving this complaint. It is pointless and a waste of time to continue to provide responses that do not address the full complaint or provide the refund that was stated by Orbitz. I recommend that this complaint be closed as unresolved. I also recommend that the full transcript of responses are published for others to view on the Revdex.com site.

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]

Dear Ms. [redacted],
Roman","serif"; font-size: 11pt;">The Revdex.com has shared your recent correspondence pertaining to your refund request in the amount of $306.20 for Itinerary number [redacted]. On behalf of Orbitz, I apologize for your disappointing experience, and appreciate the opportunity to review your account and respond to your concerns.
Upon reviewing your account, our records indicate on February 1, 2016, you reserved a [redacted] Way flight reservation using the self-service tool on the Orbitz.com website. Travel was departing on [redacted] Airlines, departing April 9, 2016, from Atlanta, Georgia to Los Angeles, California. On April 10, 2016, the customer is traveling on [redacted] Airlines, departing from Los Angeles, California to Atlanta, Georgia, for [redacted] passenger.
Upon further research, we were able to confirm that you did contact Orbitz to cancel your flight reservations for a full refund. On February 4, 2016, a refund in the amount of $20.00 was refunded on the Orbitz Flight Protection.
On February 12, 2016, Orbitz processed a refund in the amount of $286.20 for the flight portion of the itinerary back the original form of payment. The time it takes for you to receive a refund depends on how quickly your credit card company processes refunds.
Ms. [redacted], thank you again for the opportunity to review your account and respond to your concerns.  We do appreciate your business, and hope that we have a future opportunity to serve you.
Sincerely,
[redacted]
Orbitz Customer Relations

Tell us why here...

Dear Ms. [redacted] The Revdex.com has shared with us your recent correspondence regarding your experience with Orbitz. It is my understanding you wish to make a change to your reservation to Frankfurt. I appreciate the opportunity to review your account and respond to you. As I have previously advised you via our email exchange, if you are to make a change to the reservation more than 14 days before the original departure you will be responsible for a $200 USD Condor Airlines fee per person, plus any difference in the airfare per person. If the change is made within 14 days of departure you will be responsible for a $400 USD Condor Airlines fee per person, plus any difference in the airfare per person. Ms. [redacted] as Orbitz is an online booking agency, we do have to abide by the rules placed on your ticket by Condor Airlines, the rules that were agreed to at the time the booking was made on the Orbitz website. Unfortunately, as Condor Airlines has advised those fees would be charged to make a change, Orbitz is not in a position to waive them. I understand this may not have been the answer you were looking for; however, we do appreciate your business and hope you will provide us with a future opportunity to serve you with your travel planning needs.Sincerely,Shalon [redacted]Orbitz Customer RelationsChicago, IL

I was on the phone for over an hour switched back an forth from agent to supervisor as an attempt to resolve ticketing issues. Very frustating, time consuming. I dont know who, how or why the ticket times or traveler names were changed. They are NOT willing to make any changes to resolve the situation. Can someone help with this situation? It should not be this difficult to make any travel arrangements!

Dear Mr. [redacted],

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The Revdex.com has shared your recent correspondence pertaining to the name entered during your booking process.  I appreciate the opportunity to review your account and respond to your concerns.

At Orbitz, we understand the importance of properly confirming our customers’ choices throughout the booking process. To ensure the accuracy of our website, we do keep logs of our customers booking process for further review. Upon reviewing our website logs of your booking process, the booking was initiated through the “Guest” path.  However, at the end of the booking process, you signed into your account directly.  When you are signed into your account, the system will read the information you have input.  If you are not the traveler, you will then be required to choose a name from the drop down from your listed travelers in your account if you are not the person traveling.  You have four persons listed in your “Travelers and Contacts”, and you would either need to choose a name from this list or add a new traveler.

Mr. [redacted], unfortunately a new name was not chosen once you were signed into your account, and we were not contacted within the courtesy cancellation period.  As airlines do not allow full name changes, the airline imposed fare rules would apply, and the $30 Orbitz fee has already been waived.   Nevertheless, as a gesture of our sincerity, Orbitz would like to offer you a $200 USD future travel voucher on your next prepaid Orbitz.com airline, hotel or vacation package booking or we will allow the voucher to be redeemed towards the exchange under Orbitz record locator [redacted].  Our voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needs.
                              
Here are the instructions for the future travel voucher:
                             
When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [email protected].  Please reference case number 5730191 and my letter offering the $200 voucher in your request.  Orbitz will then issue a credit to the card used for the new booking.  This offer is valid until March 1, 2017.

Mr. [redacted], we appreciate your business, and we hope you will provide us with a future opportunity to serve you with your travel planning needs.



Sincerely,

[redacted]
Orbitz Customer Relations

Dear Ms. [redacted],
The Revdex.com has shared your recent correspondence pertaining to a refund request in the amount of $1000.00 for incidentals.  I appreciate the opportunity to review your account and respond to your concerns.
I found that tickets were booked on...

November 9, 2015 on Orbitz’s website. On January 11, Orbitz Customer Service was contacted, and changes were made to the booking, and new tickets were issued. On March 30, when you checked in for your flight, you were advised that your return flight was canceled. Furthermore, you pur[redacted]d new tickets for your return flight on [redacted] Airline, because your original flight was sold out. I apologize for any inconvenience this may have caused. Upon further review, we found that your return flight was canceled in error. At this time, we are unsure how this unfortunate situation occurred. We acknowledge that we canceled your return flight in error, and we sincerely apologize for not meeting the high standards we have set.
Ms. [redacted], we refunded the new tickets that were pur[redacted]d with [redacted] Airlines, in the amount of $1390.00.  Furthermore, you were issued a voucher in the amount of $250.00 that was surrendered on May 12, 2016 per your request.  However, this is all the compensation which we will offer. We appreciate your business, and we hope to have an opportunity to serve you in the future.
Sincerely,
[redacted]Orbitz Customer RelationsChicago, IL

Dear [redacted], The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you further.
Roman,serif;">It is my understanding that you arrived at the airport, and [redacted] could not find your reservations, so you were denied boarding. I appreciate the opportunity to review and respond to your concerns. On behalf of Orbitz, I apologize for the disappointing experience and the inconvenience this caused you. Please know a response was sent to you on January 22, 2016, and I am sorry to hear that you did not receive it. I am resending it to you. After reviewing the reservations, I do show all flights were confirmed, and all tickets were properly issued on December 29, 2014. The original tickets ([redacted], [redacted], [redacted], and [redacted]) were issued via Orbitz.com. Therefore, [redacted] Airlines collected the full payment, in the amount of $ 1164.80 USD. However, [redacted] Airlines also processed an exchange on the ticket. This means any further change or refund request have to be addressed with the carrier directly. As Orbitz did not process the exchange transaction; we retain no access to the new ticket/exchanged ticket info. All control/authority and access becomes exclusive to the airline [redacted]. Please contact [redacted] through one of the following methods: 1. Log onto the airline's website at www.[redacted].com and navigate to “contact us” and forward your concerns via e-mail. 2. Phone your concerns to: 1-[redacted]. Airlines do require the customers to contact them directly regarding their service issues, especially if compensation is being requested. Please understand that as a travel agency, flight cancellations are out of the control of Orbitz, and only the airline can verify the reasoning for the cancellation. [redacted], we value you as a customer, and as a gesture of goodwill, Orbitz has issued you a $100 USD future travel voucher to use on your next Orbitz.com prepaid booking. Our voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needs. Here are the instructions for the future travel voucher: When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [email protected]. Please reference case number [redacted] and my letter offering the $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 until January 22, 2017. [redacted], thank you for allowing me to review this with you. We appreciate your business, and we hope to have an opportunity to serve you in the future with your travel planning needs. Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

Dear Ms. [redacted],
The Revdex.com has shared your
recent correspondence pertaining to your booking on Turkish Air in regard to
denied boarding due to travel documents. On behalf of Orbitz, I apologize for
any confusion, and appreciate the opportunity to review your account...

and
respond to your concerns.After researching your inquiry based on the
information that you gave us, I was unable to find a reservation for Ronna Rose
Loberiano [redacted] for travel on October 8 to Germany.  Can you please verify that you confirmed your
booking on Orbitz.com and provide an Orbitz confirmation number starting with
PBORB or the email address associated with the Orbitz account.  If you have more information, please send it
to me, and I would be happy to further research your inquiry. 
Ms. [redacted], if you have another email address
that could have possibly been used or the Orbitz confirmation, please let me
know, and I would be happy to further research your inquiry. 
Sincerely,
Luisa
BadalamentiOrbitz
Customer RelationsChicago,
IL

Initial Business Response /* (1000, 5, 2014/06/30) */
Hi Ms. [redacted]
Thank you for contacting Orbitz via the Revdex.com. We appreciate the opportunity to review and respond to your inquiry.
I understand you've had a disappointing travel experience as the reservation...

booked via Orbitz.com was not honored by the hotel. Your party had to secure other lodging, and while refund was provided, there was a difference in hotel cost. You're requesting refund of the difference or a credit for future use as resolution to your concern.
Ms. [redacted] on behalf of Orbitz, I sincerely apologize for this unfortunate incident. It is clear from your comments that the hotel's response, as well as Orbitz handling of the event, was less than expected. Regrettably however, I'm unable to locate the Orbitz booking in question with the info provide in your complaint (i.e. Name - [redacted] Email - [redacted]@gmail.com, Phone -XXX XXX-XXXX).
Please understand, Orbitz bookings are uniquely identified by the Orbitz Member email address (used at the time of booking), the Orbitz Member Account, and/or the Orbitz Confirmation # (which begins PBORB). In this case, your name, email, and phone number do not match an Orbitz Member Account or reservation. Without the above info we're unable to identify the reservation and review your concern.
If you would please review your records and provide the necessary info (Orbitz Member Email/Orbitz Confirmation #); I'll be able to investigate further. In addition, if you'll provide the receipt/folio for the alternative hotel stay in New Orleans, which correspond with the reservation period originally booked via Orbitz.com, we'll have an opportunity to consider your resolution request; as well as investigating the issue.
Ms. [redacted] thank you for sharing your concern. We look forward to receiving the necessary info so that this issue may be reviewed an resolved quickly.
Kind Regards,
[redacted]
Orbitz Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (3000, 7, 2014/07/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please see the attached PDF.
Final Business Response /* (4000, 18, 2014/08/08) */
Mrs. [redacted]
While we regret your continued dissatisfaction, we must respectfully disagree with your perception of events. We've provided full review of the event, contacting the hotel and reviewing our records of the initial transaction as well as our service handling of the later issue.
Please know the facts in this matter are clear. The reservation was confirmed and pre-paid to the hotel. When hotel error occurred, and Orbitz contacted, we provided full refund to the Orbitz Customer. The hotel offered to rectify their error and provide lodging - which was refused.
As the traveler requested "free stay", due to the prior refund having been processed. Regrettably this demand was refused. There was no "free accommodation" to be offered on behalf of Orbitz and the hotel did not agree to provide "free lodging"; even in light of their mistake. Unfortunately, I understand from your continued dissatisfaction that the hotel response, as well as Orbitz failure to provide complimentary stay are of continued concern.
Mrs. [redacted] while we truly apologize for this unfortunate event, Orbitz did provide appropriate support and offered assistance. However, we are not responsible for this supplier issue. Nor are we in a position to provide further compensation for this past event. We denied free stay during this event - advising that refund was processed.
Please understand, any future reservation can be booked at customer discretion of hotel property, as well as travel service provider. As all monies regarding the reservation have been refunded to our customer, no further credit is due. However, in light of the ongoing customer concern, Orbitz has provided Promotional Code for Orbitz.com Prepaid Hotel booking. The promotional code was offered as gesture of goodwill, not in lieu of any payment due or as a result of any error on the part of Orbitz.
We do hope our customer will accept our apology for any inconvenience and our promotional code.
Thank you for providing this further opportunity to fully consider your experience.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL
Final Consumer Response /* (4200, 12, 2014/07/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
See attached PDF.