Orbitz

April 20, Revdex.com Complaint Department – Orbitz Re: Orbitz Case #: O- align="LEFT"> Dear Revdex.com, Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a hotel reservationWe understand from Ms [redacted] complaint she is requesting a refund On April 20, 2016, we contacted Mr [redacted] to acknowledge receipt of the Revdex.com complaint but were but were unable to reach the consumer Our records indicate on March 6, the customer self-booked a hotel reservation for two travelers using Orbitz.comThe customer purchased a one night hotel reservation at [redacted] New Orleans Airport, checking in on March 20, 2016, and checking out on March 21, We are able to confirm that during the booking process the customer is input the check in date as March 20, and the checkout date as March 21, An email confirmation of the customers reservation was sent to the email address that was input during bookingThe room type and rate selected prior to completion of the reservation was non-refundable Our records reflect the customer calling Orbitz on March 8, to obtain a refund for her hotel reservationSince Orbitz is a third-party intermediary, we had to contact the property manager to request a refund of the reservationThe hotel representative advised our agent that due to Ms [redacted] not canceling the reservation they are unable to authorize a refund for the reservation We sincerely regret that we are unable to offer a more satisfactory response or resolution to the customers concernAt Orbitz we try as much as possible to provide not only excellent customer service but we also try to exceed what is expected of usHowever 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 customersWe 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 the hotel purchase before our system asked Ms [redacted] to complete the reservation online We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] Tier Customer Service

December 8, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted] Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret to hear Mr [redacted] did not accept our response and/or resolution offeredOrbitz acknowledges that Mr [redacted] claims to have called in within hours of purchasing his reservationHowever, we are unable to validate any calls that were made into our customer service within hours of his reservationAs no cancelations happened within hours of booking we are unable to refund the customer [redacted] Airlines cancelation fees.As previously advised, Orbitz serves as a third party intermediary with travel providers such as airlines and we are subject to the rules and restrictions of those providersBased on the tickets fare rules Mr [redacted] agreed to at the time of booking, the tickets were refundable with a cancelation fee of ZAR and changeable with a change penalty fee of ZAR per passenger that would be chargedTo change the reservation the customer would be responsible for any difference in fareWe thank you for allowing us to address this matter furtherIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted] Tier Customer Service

October 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 customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from Trisha [redacted] (Revdex.com case number [redacted] ) regarding a hotel reservationWe understand Ms [redacted] requesting a refund of her hotel reservation.Our records indicate that on September 30, the customer self-booked a pay-later hotel reservation for two travelers using Orbitz.com mobile siteThe customer purchased a two night hotel reservation at [redacted] Best Value Inn, checking in on September 30, 2016, and checking out on October 02, 2016.On September 30, Ms [redacted] called our customer service to cancel her hotel reservationPer the hotel policy that the customer agreed to upon booking the reservation “Cancellations or changes made after 3:PM local hotel time, Thursday, September 29, are subject to a hotel fee equal to night(s) plus taxes and fees.” As the customer requested a full refund of the reservation our agent advised that he would need to contact the property to receive the authorization to refund both nights of the reservationSince the call was became disconnected the agent was unable to advocate on the behalf of the customer.We understand by Ms [redacted] complaint that she is unhappy about the cancelation policy that was agreed to at the time of bookingAs Orbitz is a third party booking agency we purchase blocks of rooms with properties a year in advanceAt that time we set up cancelation policies for the rooms reservedPer [redacted] Best Value Inn’s cancelation policy customers must cancel their rooms a day before checking inAs Ms [redacted] purchased the room the same day as checking in this did not exempt her for the already agreed upon policy.On October 22, Orbitz reached out to the hotel to request a refund for the unutilized reservationUpon speaking to a representative at the front desk we were advised that Ms [redacted] canceled her reservation and as this was a pay at the property reservation she was never billed.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 Customer Service

March 29, Revdex.com Complaint Department - Orbitz Re: Orbitz Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Orbitz regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Orbitz is responding to the consumer complaint from [redacted] (Revdex.com complaint [redacted] ) regarding the service issues and refund request Our records show on September 27, 2016, Ms [redacted] self-booked an Orbitz.com flight reservation via booking number [redacted] in the amount of $We understand from Ms***’s complaint, due to an airline schedule change and an Orbitz processing error, there delays in the flight and an inconvenient overnight stay at the airport and is requesting a full refund of the amount paid for the flight Upon researching the customer’s complaint, we can confirm the schedule change was initiated by the airline and due to system issue, were not ticketed correctlyWe can also confirm that all flights were utilized Orbitz’s acts only as a third party intermediary for airlines, hotels and cruises and must abide by any schedule changes initiated by an airlineOrbitz did not process any charges to Ms***’s credit card since this was a reservation paid directly to the airline, therefore, no refund for the utilized flights can be provided Orbitz’s goal is to provide an exceptional customer experienceWe do regret any inconvenience she encountered during her travel and in resolving this matterAs we value her as a customer, we have placed $travel coupon on her account that she can use for future travel We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] Corporate Customer Service

Complaint: [redacted] I am rejecting this response because:This is very very irritating this whole back and forthWe 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 soWe spoke in regards to Orbitz charging me $1,more then the agreed upon amount this has nothing to do with soft charges and pending charges I didn't have any knowledge about this transaction Orbitz as a whole has no authority to do so and a soft charge on the account should still be in the limitsof the full amount agreed upon at the purchase of the tripOrbitz customer relations is just pushing me to take a voucher again and again't it started on the phone from a supervisor for 25$ it turned very quickly to 75$ and now once again you have raised itI 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 $more then agreed upon even if it is temporaryDoing so but me in overdraftUnlike 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-businessdays It'seems like me stealing money from a bank after 3-business days bringing it back and telling themoooo I was just checking what 5K cash felt like in my hands now let me give it backJust like I have no right with ought permission to take money from anyour person or business with ought any agreement or permission before handOrbitz shall not be qualified to do so eitherI agreed to be charged time charge of $not different charges on different days for $any way you turn it or twist it its breech of contract and theft even if it was money that was pending then put back if I didn't known or agree to it and it doesn't say anything about it on my recipts or terms and conditions on Orbitz contracts then you cannot do itAgain And your fake Orbitz main office website that you have you should fix it doesn't look good and as I have been doing my homework there are alot of people that are complaining about the same issue being stuck at airports because of overcharging and stuck in rental car locations I'm sure they will help meach she'd some light on this issue Being offered 75$ 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 emailsThank you for your timeI hope you have a successful week [redacted] Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because the issue is still unresolvedMs [redacted] Thanks for the update Sincerely, David [redacted]

Dear Mr [redacted] , Thank you for your follresponse, and we appreciate the opportunity to address your continued concerns Please know that your concerns and your reservation have been thoroughly review, and given every consideration We do show the calls generated to our Service Center on February 5th & 6th ; however, we are not showing any calls were generated initiated to our office on February 4th Mr [redacted] , as a travel agency, Orbitz does not hold the funds for the tickets reserved The free cancellation period is a strict hour cancellation policy, and once that time period has passed, the airline imposed fare rules are in place We regret your continued disappointment in our services, but we are unable to grant your refund request Thank you again for the opportunity to address your concerns Sincerely, [redacted] Orbitz Customer Relations Tell us why here

RevDex.com: my email that was used was [redacted] @gmail.com the booking number is: [redacted] but I have rebooked as of march 21, 2016 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]

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]

Complaint: [redacted] I am rejecting this response because their website states its hours prior to check and they are now saying that refers to only packages only and not flightsAfter I did the booking which was done online, I contacted their agent to confirm their price guarantee policy as I booked very early or I would have taken insuranceTheir agents need to know their policies if they are going to answer customersWith that said - I will leave this matter now and never book with Orbitz againThank you for your follow up Sincerely, [redacted]

Dear ***,The Revdex.com has shared your recent correspondence pertaining to the new flights reserved during your exchange processOn behalf of Orbitz, I apologize for any confusion, and 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; whether the booking is confirmed via our online service or via an agent directlyTo ensure that our agents’ have properly heard each request, the agent will provide a full recap of the choices they have made prior to confirming the reservationPlease know that we have reviewed the call recording of your exchange processUpon reviewing the call, it does verify that our agent recapped the chosen flights on two occasions during the phone conversation, and the dates were agreed to I do see that a second exchange was processed with a total add collect of $was charged ***, The date of August 20th was only available at a higher rate The higher difference in fare would have been required to be paid, and this is not something Orbitz is able to refund Due to the confusion, we have refunded half of the $penalty fee charged Also, as a gesture of our sincerity, we have also processed a refund of the $Orbitz fee.***, we certainly apologize for any confusion that occurred, but we have verified that our agent properly recapped the flights chosen, and permission was granted to process the changePlease understand that Orbitz does not hold the funds for the penalty fee or the difference in fare, and we are unable to grant your refund request for a full refund of the exchange costThank you again for the opportunity to address your concernsSincerely, [redacted] Orbitz Customer Relations Tell us why here

Initial Business Response / [redacted] (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

January 18, 2017 RevDex.com Orbitz.com – Dallas and Northeast Texas Complaint Department Re: Orbitz Case # [redacted] Dear RevDex.com, Thank you for taking the time to contact Orbitz.com regarding an issue from our customer. We... appreciate the BBB allowing us to address the comments and concerns which have been brought to our attention. Orbitz.com is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz.com is responding to the consumer complaint from [redacted] (BBB complaint # [redacted] ) regarding a package complaint. Upon researching Ms. [redacted] complaint, we were unable to find an itinerary number with the email the customer provided. Further research shows, contact information provided is linked to only one account on Orbitz but no itineraries or customer service contact details were found. Please contact Orbitz by phone and provide more information such as full itinerary number, other email address used to book the reservation, or any case # you may have been previously provided. 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

Dear Ms [redacted] , Thank you once again for your continued correspondence and persistence In my previous response I explained that your reservation was canceled after the courtesy cancellation time period had elapsed; therefore, Orbitz is unable to offer you a refund for the reservation We have given this matter every consideration and at the same time, provided you detailed responses regarding it We regret your on-going unhappiness with our service As we have evidently reached an impasse, there will be no further replies forthcoming from our office regarding this issue Your continued interest in Orbitz is appreciated Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

August 8, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted] Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a flight reservationWe understand from Ms [redacted] complaint she is requesting a refund of her canceled flight reservations and further compensation due to interest charges sustained by her bank.Our records indicate that on March 4, the customer self-booked two packages reservation for a total of five travelers under itinerary [redacted] and [redacted] Both packages included a seven night hotel reservation at Ocean Turquesa - All Inclusive, checking in on July 30, 2016, and checking out on August 6, The customers flights were operated by [redacted] Airways, departing from New York, NY to Cancun on July 30, and returning on August 6, The customer also purchased a Roundtrip for Hotels in Puerto Morelos – Shared Shuttle: Cancun Airport (CUN).From time to time and for a variety of reasons, airlines issue schedule changesWe understand that these changes can be inconvenient, time consuming and not customer friendlyHowever, 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] Airways 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 itineraryOrbitz has no control over when, or how often, airline initiated schedule changes occurOrbitz cannot provide alternative flight options unless approved by the airline, and must adhere to the airline’s policies.As of July 1, [redacted] Airways sent a notification to Orbitz about the customers flight reservations advising that due to a schedule change they have canceled the customers ticketsDue to this Orbitz was required to request a refund waiver code from [redacted] AirwaysPer documentation multiple agents reached out to the airlines and was advised that it will take 7-days to have the waiver code generated so we are able to request a refund for the customers tickets.On July 15, [redacted] Airways provided Orbitz the refund waiver code allowing Orbitz to request a full refund of all five ticketsThe refund was processed to the customers original form of paymentThe time it takes the refund to post to the customer’s account depends on the time it takes the airlines and the customer’s credit card company to process refundsAt this time we are unable to provide additional compensation due to the customers inconveniences.We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted] Tier Customer Service

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.Here is the information that Orbitz requested:Email used to make a reservation: ***@gwu.eduItinerary # [redacted] Thank you,Itinerary # Sincerely, [redacted]

July 5, "Arial","sans-serif";">Revdex.com Complaint Department – Orbitz Re: Orbitz Case #: O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Orbitz regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding flight reservationsWe understand the customer is requesting that Orbitz process a refund for her non-refundable flight reservations Our records indicate that on June 15, 2016, the customer booked flight and hotel vacation package reservations – itineraries [redacted] – using the self-service tool on the Orbitz websiteTravel was on [redacted] Airways, departing June 17, 2016, from London Heathrow, England to Dublin, Ireland, returning June 19, 2016, for one passengerHotel accommodations were at the [redacted] Hotel, checking June 17, 2016, for two nightsUpon further research, we were able to confirm on June 17, 2016, the customer contacted Orbitz to cancel the hotel portion of their vacation package reservationsAt that time the assisting representative advocated on the behalf of Ms [redacted] with the hotel who advised that cancellation would result in a one night penalty, as per the terms and conditions agreed to at the time of bookingAt that time, the hotel reservation was cancelled and a refund in the amount of $was refunded back to Ms [redacted] original form of paymentAdditionally, on June 17, 2016, Ms [redacted] advised that she missed her flight reservations, and the airline lost her luggage, therefore she requested to cancel her flight reservationMs [redacted] tickets were under the control of [redacted] Airways at that time, and Orbitz no longer had access to make changes due to thisAs such, Ms [redacted] was referred to contact [redacted] Airways directly for assistanceOn July 5, 2016, Orbitz advocated on the behalf of Ms [redacted] with [redacted] Airways, who advised that the since Ms [redacted] was marked as a no show for her flight reservations, they are only able to refund the unused taxes in the amount of $76.20, and the remainder of the ticket is non-refundableThe amount of time it take to receive a refund depends upon the length of time it takes both the airlines and Ms [redacted] credit card company to process refunds The airline initiates schedule changes and these are unrelated to the type of ticket purchased or the company from which you bought your ticketIn fact, travel agencies are rarely informed as to why the changes are madeTypically, however, airlines will change their schedules because of routing changes, severe weather, staffing problems, or maintenance issuesOrbitz regrets any inconvenience that you have experienced as a result of this bookingBecause we were not notified of any subsequent changes, we were unable to notify you proactively and act as your advocate with the airlinesIt is our highest recommendation that you continue to pursue this matter directly with [redacted] AirwaysPlease note that Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers Each airline has its own specific set of policies and procedures, as does each ticket purchased or package reserved [redacted] Airways was the operating [redacted] r and merchant of record (the entity that received the customer’s funds and the companies that charged their credit card)Any change fees are set and collected by the airlineWe hope you understand that we must abide by the rules and restrictions set forth by travel providers with which we do business, such as [redacted] Airways SUPPLIER RULES AND RESTRICTIONS Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you selectPlease read these additional terms and conditions carefullyIn particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s websiteYou agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or servicesAirfare is only guaranteed once the purchase has been completed and the tickets have been issuedAirlines and other travel suppliers may change their prices without noticeWe reserve the right to cancel your booking if full payment is not received in a timely fashionYou understand that any violation of any such supplier's rules and restrictions may result in cancellation of your reservation(s), in your being denied access to the applicable travel product or services, in your forfeiting any monies paid for such reservation(s), and/or in our debiting your account for any costs we incur as a result of such violationGiven the above, we are unable to offer the customer any additional compensationWe hope that with the information provided, we have addressed all of the customer’s concerns and look forward to assisting them further with their future travel needsIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] Tier Customer Service

May 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 BBB 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] (BBB case number [redacted] regarding their recent flight reservations. 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 BBB as further research is needed for this case. We will submit our final reply via the BBB'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,Tier 3 Customer Service

Complaint Department Re: Orbitz Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] *** We regret to hear Mr [redacted] did not accept our response and/or resolution offered As previously advised, on July 31, 2017, the customer self-booked the reservationDuring the booking and checkout path on our website, it was disclosed that Orbitz does not provide Passport/Visa requirements for international travelThe emailed confirmation that was sent did provide this information as well The customer has a flight credit with [redacted] Canada; which is valid for 1-year from the original date of issue of April 16, The customer would be responsible for the imposed ***line change fee of $per person; plus any fare difference Please note that if the tickets are not used within the timeframe, [redacted] Canada will consider the tickets as a lost value Based on the above Orbitz is unable to honor the refund request and or compensationOrbitz request that the Revdex.com advises the customer, we consider this issue as closed and will no longer address this issue any further We thank you for allowing us to address this matter further Sincerely, [redacted] Corporate Customer Service

Complaint: [redacted] I am rejecting this response because:Orbitz online reservation showed that the reservation is displayed as cancel and Orbitz did not want to correct it to show that it was completed Sincerely, [redacted]